Napoleon Fireplaces

napoleon fireplaces are dangerous! We were red tagged and asked for help but Napoleon kept making appointments and didn't show. The fact that we had young kid that could have been in harms way had we kept using the fireplace meant nothing. Napoleon shoved responsibility and accountability! For your safety - do NOT buy Napoleon

These things are cheaply made, poor quality and the company refuses to back up their product.
I unfortunately bought a Napoleon gas fireplace and have had ongoing problems since the day it was installed. The flame height does not change when the "change flame height" button is pushed, the remotes are cheap garbage, the blower fan is so loud I have to crank the volume in my tv, and in the event of a power outage, the unit automatically turns off.
If I could rip this price of junk out of my wall I would

Most times when this fireplace lights (via the thermostat call) after a minute or so it goes "bang", Dealer suggested to only run the fireplace on low flame (that's great) and further advised me Napoleon would be of no help (stated at best Napoleon's customer support agents could read the manual); at first Napoleon said the fireplace should not go bang, weeks later they decided banging was acceptable. Great to hear a bang in the middle of the night, gives you that "unsafe" feeling. DO NOT BUY A NAPOLEON FIREPLACE UNLESS YOU ENJOY REGULAR BANGING.

Just got a new FP & Furnace with Napoleon. Had a great experience through and through. Im surprised about the bad reviews here. My sales person was great and the install time was decent. Would come here again!

So this unit is 10 months and it has quit won’t start and I have to pay

160$ to get a repair guy to look at it I am pleased to see you back you’re
Products LOL

Bought this stove. Brochure said "up to 35,000 btu's, high flame.
Installed stove using direct vent horizontal....manual said that instead of obtaining 27,500 btu (not 35,000 btu's) the existing office must be changed to a 21,000 btu one... thus at 78% efficiency I now have a stove that only puts out approximately 17,000 btu. Paid for 35,000 now only get 17,000. Napoleon just washes their hands saying bacically that's what you bought.... very disappointed. So was my Dealer as nothing in the brochure enlightens u to this fact. Don't buy.

We purchased a Napoleon HDX40 Fireplace. When we unpacked the unit we noticed that there is a large scratch on the inside of the glass. We contacted Napoleon two months ago about warranty for the glass and have messaged them several times since. Napoleon will not respond. We have a Brand New $3500 fireplace that looks like crap and they do not care. Very poor customer service from Napoleon!!!

My Builder installed a Napoleon Direct Vent fireplace, the fireplace absolutely filled my house with an unbreathable obnoxious odur, they blamed Venting, the builder completely reinstalled the venting which had no effect in eliminating the smell.
They then said this was normal off gassing, we ran the unit for over 72 hrs with no change to the odor.
At this point I want this fireplace removed from my house and replaced with another brand that will not give off obnoxious odurs

We chose Napoleon to buy our gas fireplace insert (GI3600) and installation from because they are a local company, had the product we wanted and offered competitive prices.

Gas insert: Just after a month of it being installed and used less than 10 times, the paint on the insert ceiling was peeling off! When we got a hold of someone after many phone calls later, a service guy was booked and came out almost 2.5 weeks later. He told us that this paint peeling off is because there was too much paint applied when the product was made. Less than a month after this was sorted out we noticed more paint peeling off again (and the fireplace used about 5 times since it was “fixed”)! We are now waiting for another service call to deal with this. The quality of the product is lacking – we have friends who have had gas fireplaces for 20+ years and have never had this problem with paint peeling off!

Poor Customer Service: We waited a month for insert to be installed (initially we were told it would be done in two weeks). During this wait we were given vague explanations as to when it would be done (this is strange as the product is built locally). More frustrating was how long it often took to get a phone call back (if ever). Also we wanted our remote receiver to be hidden from view, which was not done on initial installation and this took over 10 phone calls and about 2 months before it was finally done.

When contacted by the store manager after all this, we were told that the delay in communication and service from Napoleon was because WE were calling the wrong departments! We would argue that any person we talk to at the main Napoleon number should be able to direct us to the correct department based on our concerns. Also we were given assurances that we would be called back from a particular department during our many phone calls.

In a follow-up email directly to the store manager where we expressed concerns with all the above, we never received a courtesy reply.