Fireplace Gallery Inc

I had a fireplace installed. The unit was damaged by the installer, and it was missing parts. The installer used a cordless drill to install the screws and stripped the sheet metal. The levelling legs were missing from the front of the unit. In an attempt to level the unit the installer grabbed a piece of pipe from his truck and stck it under the unit. The first time I attempted to open the door the entire unit rolled forward. I requested a solution to the damaged caused by the installer. The manager ignored our request and demanded full payment for the service. I informed her that we were exercising out right to with-hold the final payment until the unit was replaced. She threatened to send us to collections. I have an open file with the BBB and will be taking them to court to have the unit replaced. I attempted many times to resolve the solution. She went as far as blocking my email addresses (3 of them). They have no customer service skills at all. They don't not perform safe or professional service in any way. If you are in the market for a fireplace stay as far away from this place as possible. You can contact the better business bureau to contribute to the action against them. Hopefully we can work to correct this corrupt business practice.

Purchased a pellet stove from the store. It was supposed to be new but received a demo with missing parts. They do not return phone calls and their service is terrible. Wouldn't go back again.

We have a gas fireplace that wasn't working properly (it would shut off on its own). As well, I felt that it needed a general service.

I called Fireplace Gallery and have to admit that I wasn't overly impressed with the service. It took three visits before the problem was fixed properly. I won't name who came the first two times but I don't think he knew his stuff that well. As well, he only did a cursory cleaning job. The fireplace still didn't work right after he came twice and Fireplace Gallery had already charged me the full service charge (without my knowledge or permission). It bothered me that they did this.

I eventually spoke to someone in the service department who was better and he sent someone who seemed much more knowledgeable. This second service technician diagnosed the problem quite quickly and was able to fix it. He also did a more thorough cleaning job.

Thus, this is a bit of a mixed review. I would try Fireplace Gallery again, but only if I got the second service technician.

Ordered a fireplace from them and had a bad feeling from the start. They seem very arrogant and suspicious of you all the time, and have no interest in giving out any customer service. They always have excuses as to why they can't work with you on timelines or pickups. Want most of their money up front and the rules seem to change from week to week as to their helpfulness. I would not use them again, and will not recommend them to any of my friends.