My wife and I went into the San Rafael location. The salesperson was eating his lunch and answered a few questions, and gave us a brochure. A few days later, my wife called and spoke with this same person, indicating we would like a few quotes on a couple of fireplaces we found in the brochure. He took her info and indicated he would call back and or email. We took our business elsewhere. very disappointing service read more

I recently purchased a fireplace insert from BLAZAE. The salesman Johnny Cirna was extremely helpful, He came to our house, took measurements, explained our options and suggested which product would be the best fit our needs. I can't express how grateful we are because the product he recommended has been fantastic. The installers Allen and Jim were very thorough in maintaining their workspace clean, free of soot and dust. They made sure we were familiar with the remote and all the options we purchased. I can not give enough praise and thanks for the work they did and they left the area immaculate. I highly recommend this company for your fireplace needs read more

We bought our fireplace there and it works fine. However, four years later, I needed to get my remote looked at since it no longer was controlling the fireplace or turning it on. I spent $355 for a maintenance visit. After cleaning the front glass, I was told the remote HAD TO BE REPLACED. Total cost would be another $600. At that price, on top the original service fee, I was motivated to do some more sleuthing on YouTube. I quickly found a video that gave me a fix that took literally 15 seconds to do. I'm just amazed that a "technician" was not even aware of a fix and was happy to allow me to think replacing the remote was the only solution. I'd stay away from Blaze. I just don't think you can trust them to provide real service without an upsell, whether needed or not. I spoke directly with them before writing this review and was basically told "tough luck." The fact that I had to fix my fireplace myself after paying them $355 didn't seem strange to them at all. Avoid if you can. read more

John was very helpful during the service call for my fireplace. He showed up on time and went above and beyond while assisting me with my gas stove issues. I would happily use this company again. read more

It has been a long saga of frustration and annoyance working with Blaze simply to get a new wood-burning fireplace frame ordered and installed. The first problem is that they never respond to messages of any sort, whether email, text or phone. Four or five times I was forced to physically drive to the shop and get in front of the sales manager just to get any kind of answer. After first ordering (and paying the full amount in advance), it was difficult simply to arrange for someone to come and measure. Then, two weeks later I was told that the style of surround I had chosen didn't come in the finish I wanted (in order words, the sales manager doesn't even know his products.) A month later, the frame arrived - and didn't fit! They took it back and somehow fixed it, but when installation was finished I noticed that the doors don't close flush at the bottom. Of course, I received no follow-up. Now, after lighting the fire three or four times, the wall above the fireplace is already getting stained from wood smoke. Looking closer, I see that the frame hasn't even been sealed/grouted against the wall. After 2-1/2 months of this I can't stand dealing with Blaze any more so I'm paying extra for another company to fix this. I don't know how Blaze even manages to stay in business -- they're terrible! read more

The store has lovely fireplace displays and the sales person that we met with was very nice. They have ample parking outside. Unfortunately, after we made our purchase and had the fireplace installed, we needed some additional information, and there was no one who answered the phone that had any answers for us. The answers we received were not accurate. When the power goes out, the battery pack doesn't start the flame, even though the sales person said it would. Our "Heat n Glo" fireplace has a dinky flame and doesn't heat the bedroom. Our decorator who had recommended it was really embarrassed once we had it installed. Update: I contacted the company owner. He said that the batteries for the fireplace should allow the unit to ignite even if it is not plugged into the outlet and that I would need to have it repaired. Thanks Bruce. read more

Blaze - Maximum flame is 1-2" - Fireplace Services Near Me - Burlingame, California

This place is over priced and the fireplaces they install do not work after a period of time. Once that happens you have to get one of their service people to come out and pricing is outrageous. Even after we did that the fireplace still not working. Do not recommend. read more

Do not give this company your money, you will regret it! The reason that I'm writing this negative review is because Blaze overcharged me by 50% their invoice price to move a fireplace that they had initially installed down by about 12 inches. They sent me an invoice for $600 to move a fireplace down. This invoice was not itemized, even though their online portal clearly allows them to itemize the costs. Before I agreed to the work, I spoke with their sales rep, Rob, and I asked him if $600 was the all inclusive cost and he assured me that it was. I paid a deposit of $300 and then after they completed the work, I'm billed another $625. After calling in to tell them that I was overcharged, they have two different stories on why I was charged more that are both inaccurate. One story blamed me for damaging a part which is ludicrous as I we never even touched the unit that they initially installed. The other tried to tell me that $600 was always only for labor and not the full charge despite me confirming that this was not the case before they began the work. This is all on top of the horrible process trying to even get them on the phone to come out and do the work. These guys are bait and switch scammers. AVOID AT ALL COSTS! read more

Fast service-honest -old fashioned-would highly recommend-they came out fixed -2 old fire places

We have had our new insert for over a month and we love it. I almost dropped this to 4 stars because Blaze went silent with us for two weeks around the Christmas holidays. However, because the holidays are always hectic, and of the great service from Steve Dollar, the salesman, and installers, Alan and Jason, as well as our satisfaction with the insert, we are happy with a five star rating. read more

I purchased an Avantii Electric Fireplace from Blaze in 2018. I'd chosen to go local instead of online to support local business with the hope of associated good service. I must admit, I'd not checked Yelp for their reviews then and wish I had. I did not have a great sales experience: poor or no response to calls and it took forever to schedule a service call to address an early problem. HOWEVER, I recently needed to contact them because a house sitter had lost the remote to my fireplace which rendered it unusable. I had a terrific experience. Their website had a page for exactly my situation. I input the details of what I needed and had a call back the same day with information about the model I needed and cost. I called back as requested, reached Adan and Bret who took care of the order quickly. Of course, after I'd ordered the replacement, the remote was located. I gave it a try to cancel the order. Bret responded immediately, attempted to cancel but the remote was on its way. Worth the try. I could not have asked for better service this time and will definitely keep them in mind now for future business. BTW, I love my Avantii Electric Fireplace. read more

If I could give 0 stars, I would. Bought a very expensive fireplace 3.5 yrs ago that never worked properly - could not turn it on. I assumed I was doing something wrong and called Blaze (Cameron) to see if he, or someone, could come and show me how to work it in light of no one having left the instruction manual. He said "No, we don't do that." So for the last 3 yrs I have had to jimmy this thing to get it to work and it's such a pain so it has less than 20 hrs of use on it. It's a long story as to why it has taken me 3 yrs to get back to dealing with this issue - suffice to say I had much bigger things going on during that time. I called Blaze (again) today and explained the history (Cameron is no longer with company). Oh, they were happy to help me - and sent over a DocuSign quote for $776 before would send anyone out. Now, on this quote was a bunch of parts that they were getting me to sign for BEFORE EVEN SEEING THE UNIT! WTH! They charge $200 just to show up at your door + $120/hr for the work & a bunch of parts I shouldn't need because this thing is near new. A control board for $348???? No. Parts are under warranty. I wonder what Regency would think about Blaze rep'ing their products? The bad customer service. Over-charging for stuff without even knowing what's wrong. Not giving the customer proper operating instructions or leaving a manual. Not honoring warrantees. I have a $9600 boat anchor in my wall. DO NOT go to Blaze Fireplaces. DO NOT. I read through the other negative ratings and it seems my issue is a heavily repeating one. Oh, and "Vivian" one of the owners, says he is dedicated to good customer service. Well, Vivian, you're severely out of touch because these quality and customer service problems have been going on for YEARS. read more

Let me add to the chorus of negative reviews. What a complete rip off. The fireplace installation was fine. However to operate it you need to occasionally replace a hidden AA battery. No one instructed us, and when it stopped working, instead of telling me how to fix it on the phone (I asked, specifically, if this was problem and how to fix it) they came to the house. They charged me $320 to replace AA batteries. Guy spent four minutes in my house. Half of it was for travel and yet they would only schedule on a day they were already in my neighborhood. Bad ethics, do not recommend. To respond to the response below, what could have been better : 1- when you install, instruct on how to replace the batteries so there is not an inevitable $320 service call in two years 2- when I call and say "I want to fix this, I think it's just the batteries can a tech talk new through it " don't insist a service call is necessary 3- if you really rolled a truck just for me and need to conver that cost, why did you say you could only come on Thursday when you were already in my neighborhood 4- it was less than five minutes. You were in the neighborhood already. You made thousands installing the fireplace. Dinging me $320 is your right but making sure other customers know is mine read more

We were in the market for a gas fireplace and learning what we could. At Blaze, John spent at least an hour with us, answering all of our questions on every model in the show room. He was great with ranking the units by product feature and by price, and discussed maintenance ease/difficulty as well. We learned more in that one visit than in our couple of weeks of researching before that visit. We plan to be back in touch soon. read more

Went in to the San Rafael office this Monday, and while the place was crowded with customers and reps, no one even looked our way to help. Even if you can't help a customer at the moment, you can take 20 seconds to explain. Will get our fireplace elsewhere. read more

Our repair person Alex was amazing. We had a number of complicated issues on a very old gas burning fireplace. Alex took the time to order hard to get parts and navigate through three separate issues. Alex then took the time to take apart our fireplace and give it a good cleaning....even adding some rocks to the bottom to hid some parts that once showed. That's what I call going the extra mile!!! We now have a working fireplace on a rainy day:-) read more

Jeff visited us and ensured the log sets were sized right and the fireplaces properly prepped. Then the install crew did a very professional job of installing the sets and showing us how to use the remotes. Both sets look great! read more

I felt compelled to write this review because I was so concerned to be using this company based on all the negative reviews. However, my experience was entirely different. Everyone I engaged with from the office (Danielle) to the tech (Jerry) were professional and pleasant to deal with. They got the job done, showed up on time, and communicated throughout the process. Don't be scared off by the negative reviews. Perhaps they have improved from years past. read more

Blaze - Back in business! - Fireplace Services Near Me - Burlingame, California

Over the past couple of months we have been trying for them to come and make the fireplace at our home work. They said many times they would come a specific date and then wouldn't show up. Even though they are extremely busy and it has taken longer than desired to put the fireplace to work, they have always been very polite and finally the Ortal fireplace is working and looks wonderful. read more

Ordered from the San Rafael location and guess both are reviewed here.... Not very reliable and takes forever to get the installation done. Had a couple of appointment and nobody showed up and when they showed up they kept bringing the wrong material. Flame height is not working correctly and still not addressed. The last person who showed up again brought the wrong material (stones for gas insert) and didn't even know about the other issues. You would think they are motivated to make it right after many tries but no reply after reaching out them... Our contractor recommended these guys and I should have done my homework first...not sure if he is getting a cut....check out the reviews first. Can just imagine the nightmare going forward having service done or repairs in case something breaks (that said, first we need to the fireplace set up properly). Answer to company's answer: As you want to get into details, forget about the dates. The fireplace should have been delivered with Pebble Stones. The first guy installed the fireplace with those stones but didn't put glass below it to distribute the heat so immediately a few of those stones cracked. The guy was still there and admitted it. One guy came after this, put the glass in but didn't bring the pebble stones (2nd visit). We noticed the flame height didn't really adjust and we passed it on. A lady came with no pebble stones and didn't know about the flame height issue (3rd visit). Not sure why she came but we heard her on the phone with somebody from the company who seemed to be very unhappy with her not knowing....and, yes, we said we don't want to have a 4th visit on Xmas eve....perhaps you fix it all on January 7th....and thanks a ton for not charging us extra! read more

I'm with Liz S and many others. Appalling and chronically awful service. So glad to have found a local repairman so I no longer have to deal with these unprofessional people. read more

This business deserves zero stars, but apparently Yelp does not allow a zero rating. For this company to be rated two and one-half stars...well, someone was being kind. This company states in the marketing on their website that they have a large showroom with working models, so my wife and I made the 1 hour drive to the San Francisco location. In reality, you can tour the showroom in less than a minute. Unfortunately, the one staff member working with two other potential customers never made eye contact or acknowledged my and my wife's existence when we entered. Someone needs to explain to him that a simple nod of the head showing recognition would do wonders for the "Welcome" part of his job. The other staff member on the phone in a glass enclosed office never made any attempt to get off the phone or indicate we would soon be helped. After perhaps 5 minutes, he came out of the office and introduced himself. Great start on his part. When we started to explain we were doing a renovation of a home on the east coast and were trying to source a wood-burning fireplace he immediately interrupted and said wood burning fireplaces are illegal in CA and he would never sell us one and, in any case he did not sell products to be shipped to other areas. I asked why Blaze featured wood burning fireplaces on their website if they were not legal and not for sale. He said...."Yeah we should probably change that!" I indicated we were simply trying to view the products and get a better understanding about fireplaces, in general, since have never built one here in California. Our California home already had a wood-burning fireplace when we bought it 15 years ago. We explained that our contractor would have to buy the product on the east coast. He snapped back "............Well then why would I help you?" Enough said, I immediately left. My wife stayed a little longer (she has a very high "rudeness" tolerance) trying to get details on gas fireplaces, since we will buy one of those as well for the master bedroom at the east coast property. The "on the phone/rude guy" is someone who may be a good person for a warehouse job, but certainly doesn't deserve to be the public face of "Blaze". This company bills themselves as being "family-owned and operated" but if that was a member of the family, they need to get him some help with his manners. read more

Strongly suggest you avoid at all cost. Hope I will change my opinion and open to do so if they can recover. Sales: Through our general contractor we bought one Ortal fireplace (very expensive, power vent) in a full to the studs remodel of a 100 year old home in SF to replace an old masonry fireplace. The local rep made several trips to help engineer where the stack could go and we ended up being able to shoehorn the vent through an upstairs closet using very little space and completely hidden. This also involved a box to hold the blower up by the new roof deck. Grade: A, responsive, knew product, timely. Install: Pretty quickly and skillfully did initial install. But install behind the studs was a mess and it took multiple trips to get it working and properly detailed. Grade C-. Bad work but they eventually fixed it. Service: Fireplace died 3 months after install. Took multiple calls to get an appointment and it was 3 weeks out!&#&$^. By raising holy hell we were able to get them out in a few days and they fixed the problem. But he also found the mirror was cracked and broken and promised to order. We called 2 weeks later for status, there was no record of the service call, no order for the part. Clueless. Grade: F In the end service is what counts. Their service is horrible. read more

Ordered a insert fireplace from blaze. Opened the fireplace to have my contractor install it. Turns out they sent us the wrong parts. Then we had to have a consultation with blaze and have someone from their place come out and bring our fireplace up to code. Ok no problem. Ordered the parts they recommended. They come out a week later and have absolutely no idea what's going on. I call blaze and they tell me they need to sit down with their install crew to discuss my situation and they would get back to me By the end of the day. Of course no one called me back. I had to call Steve the guy who did the consultation inspection. "He didn't account for the studs he tells me". WRONG PARTS AGAIN AFTER THEY CAME OUT TO THE SITE TO SEE IT IN PERSON. HORRIBLE CUSTOMER SERVICE. OVERPRICED. NOT INTRESTED IN YOU AFTER THEY MAKE THE SALE. STAY AWAY THEIR ARE MANY OTHER QUALIFIED PLACES OUT THEIR will update this review once I'm done with this huge mess from blaze. read more

They live up to their one star rating- at least in trying to work with their service department. First, they required me to give then my credit card information before they would make an appointment and then wasted 6 weeks and numerous emails with either no response and my pinging them for a date. When they finally responded it was with a next day appointment which didn't allow for me to be home. They gave me one time slot that and I was told that if I wasn't there they would charge my credit card they had on file. DO NOT GIVE THEM YOUR CREDIT CARD INFORMATION and look for someone that will appreciate your business. Most plumbers can do gas fireplace service work which is what I ended up doing with a favorable outcome. They simply wasted my time. read more

In a word of advice " nightmare " . Please stay away from this company if your ever thinking of getting any help from customer service. Can we give less than one star ? read more

Seriously this company is full of jack-asses. My initial phone call was beyond unprofessional and after 3 minutes of talking with them, I hung up as I would never do business with them. read more

Horrible, terrible, don't waste your time. call them 10 times, you might be lucky to get a call back. service dept. is just as bad, again, if you can get a call back, they state they will email you with a quote and NOTHING, call them back to see where a quote is.. and NOTHING. read more

Bret was very nice and professional on the phone, I was able to get the part I needed. Thanks

Zero stars Take the advice of the yelp community here and give your business to another company. I don't know how Blaze are still in business. Sales Dept are the only dept that answer the phone - purely to take your money. They don't return calls (ever) They don't care about customer service The service dept is a joke - good luck even making an appointment with them. Seriously, there are plenty of other businesses worthy of your hard earned money. I'm not even going to get into the experience i just had with them because their inefficiency is infuriating. They will take your money, waste your time, not return calls and make you want to drink lots of alcohol to help forget about your experience with them. read more

Service department is horrible. I have been trying to get someone to fix a small problem with a Montigo fireplace from Blaze for two weeks now. They never return calls or respond to emails or do what they say they will do. The Montigo company was no better when called for support. I am now trying to find someone else to do the repairs. read more

Worst Customer Service ever: 2 days to return first call, stopped in person to make an appointment for a repair (took my information and said would get back to me) and then a 2nd follow-up call and still, they had to take down information as if it was new. Even though I purchased my unit from Blaze they were uninterested in scheduling an appointment in a timely manner, and I quote" Yea, we don't really like to service units, too much liability to get involved with people issues, but we can try and schedule something in a few weeks. We are really busy" I took the referral to another contractor and will try Angie's list. read more

To Blaze must mean that everyone in the service department is high out of their mind all the time because not a single person can solve a problem. They can't even call you back let alone schedule an appointment for repair. I generally don't write Yelp reviews, as I find that it can be unjust and damaging to the business and after all, we all make mistakes sometimes. However, this place goes beyond any single mistake one can make. Everything you read in the awful services reviews is absolutely true... To spare an essay of unfortunate events, blunders, complete lack of processes, systems or people that take their responsibilities seriously, I will summarize this in 3 points. 1, we had our fireplaces (first one, then the other) which they installed 2 years ago, stopped functioning. 2. Since October, I've been asking them on a weekly bases to fix them. Thanksgiving, Christmas, New Years, all family gatherings have been without a warm fire that we all love so much. 3. We are in February, and every week, I call to ask to please replace the parts which are not working and every week, I have a sliver of hope that maybe someone will come and fix what they've been promising to fix. Still holding my breath.... So if you like your family holidays vibe ruined, please choose blaze. WORST CUSTOMER CARE EVER! read more

I have used Blaze in the past and always had issues getting them to simply call me back. Recently, I had a high end fireplace I wanted to get pricing and info for. I wasted 2 weeks trying to get in touch with Steve via phone, cell, text, and e-mail. He completely ignored me and I am simply astonished that this company exists today. Don't even bother with Blaze. read more

This company is absolutely the worst! No shows on appointments, no return calls etc. My exterior glass broke on my Twilight fireplace and I ordered one on 2/19/19. Signed document, gave credit card info and asked for a ETA as I could not use my fireplace. NO RESPONSE! Called yesterday, left my phone number. NO RESPONSE! Called this a.m. to check on the status, Daisy Rodriquez (service Coordinator) actually answered the phone. Told her my situation, ( I actually talked to her when ordering glass) Silence and then "I'll check on the part and call you back. NO CALL BACK! Called back in afternoon, left message, NO CALL BACK! Unfortunately this is the only place around who services Heat & Glo around here. Anyone who deals with this company is nuts! Never again!!!!! Worst ever! read more

Terrible Terrible Service Six or ten phone calls over two years. Finally got someone who would talk to me and he sent me a bid for $700+ to see why my four year old fireplace wouldn't turn on. The bid terms were terrible (pay for replacement parts already on the truck whether I need them or not or pay a second service call at $250 if they ordered the parts after they inspected the fireplace) He couldn't or wouldn't negotiate with me. Prior to that I forced my way to speak to someone I was told was the manager (a guy named Lou if I recall) manager said I would hear back the same day and never a word in the five months since then. I bet I have used my fireplace less than fifty times. You would think a Blaze would want to make sure their expensive products work and their customers are happy but clearly they DGAS. read more

Here's the update...it took until February 1 to get the shattered glass on my fireplace, which was under warranty, replaced. I spoke with Steve Dollar, Bruce Weitzman (the owner of Blaze), Gary Reuter (Hearth and Home guy--not sure about his relationship with Blaze), my realtor, my realtor's manager, the realtor who sold the building and the builder. The guy that came out to do the work was AWESOME, but I can't say anything positive about the guys who run the place. In a word..."Boooooo!" read more

Blaze has a nice showroom and nice sales staff when you are there, but they have very poor follow through. We have been working with Blaze for some time to get our fireplace installed. They told us incorrect information for our contractor to prep the area for Blaze's crew to install. Then they brought the wrong face for the fireplace (and it took 3 weeks longer for them to get the model in stock than advertised). Then they took weeks longer to come finish the job, Some of the parts were broken, then they came to install the replacement parts, left the old parts sitting there, and we are still waiting for refunds on our purchase. What was supposed to be a 1 day job, and a 4-5 day wait for parts has turned into months of playing phone tag, and excuses on poor service. I was especially disappointed with our salesman who just kept on making excuses for problems. I will shop elsewhere in the future. read more

We tried to order a gas fireplace insert from Blaze in San Rafael. The salesman was ivan. He truly is the worst saleseperson with whom we have ever had the misfortune to deal. Clueless, dishonest, lazy, promises anything and delivers nothing. We finally had to deal with Barry, apparently a manager, who was more responsive. At least he returned phone calls and emails, unlike Ivan. I was so frustrated with Ivan and Blaze that I called them twice from HANOI to tell then to get their butts in motion. We finally have a fireplace insert. The technicians were very competent. Sales was a disaster. It shouldn't take over two months to get an insert installed...and dozens of unreturned phone calls. Ivan is no longer with the company. Anyone else can only be an improvement. Go elsewhere if you want competent reliable work.... read more

After my Heat n Glo corner fireplace (~15 yrs old) experienced a leak that was isolated and resolved by PG&E. The appliance valve was leaking while in the ON position. The valve was shut temporarily and a contractor had to come out and replace it. Blaze Fireplaces is listed as a platinum dealer for fireplace manufacturer, Heat & Glo, so I gave them a call to have it taken care of. After being transferred to their service department and describing the problem I was told that they were unable to do the repair. They apparently can't replace valves - I'd have to contact a plumber for that. Strange that a a fireplace dealer can't touch a gas appliance valve given that it's the bread and butter of their business, no? Well apparently it's just Blaze Fireplace as another platinum dealer listed by Heat n Glo was able to do the repair in less than 1 hour. If they didn't want to make the trek out to Oakland from SF for a quick repair job, I could understand that - but just be honest and say that. read more