Amazing customer serivce. Meryl was extremely informative. Highly recommend for anyone looking to update their fire place or create and outdoor entertaining area!!! read more

Very poor customer service and lack of follow-up. Tried multiple times to get a certain part for my fireplace getting passed around to several reps. I had to go to the store to show them what I needed. After waiting a long time then was told none of their suppliers had the part as they claimed fireplace no longer made. I left and within 5 minutes found a supplier online who had the part. Should not have wasted my time dealing with this outfit. read more

Buyer beware on a service call! They delivered poor service and misrepresented themselves. My fireplace had a low flame and needed to be inspected and fixed. Their policy to me was a $345 service call with the proviso that if a part was needed there would be no charge for installation, only the cost of the part. The scam? Attempting to charge me $800 for a $280 gas valve part and then lying that the fireplace company manufactures the part (they don't...it's a generic part) and that if I didn't purchase the part from Bromwells at $800 they would not install it. Thus, trying to scam me out of almost $1200. The further injury? Bromwells made the wrong diagnosis as to the problem. My gas valve was fine. It was a spider blocking the gas line which was detected by another fireplace servicer. Didn't have to buy a gas valve. If I would have listened to Bromwells I would have been over $1500 in the hole with the same problem. An experienced honest company could have diagnosed the spider issue from the very beginning at a honest cost. Buyer beware! read more

Installation services were beyond expectations!!!! All 5 technitions in the multi-step / visits were very careful, cleaned up and courteous. read more

I was very impressed. The salesperson in the showroom was very helpful. We bought a replacement gas fireplace which they had to order. The delivery and installation was exceptional. The installer, Jose, was very professional. I would highly recommend Bromwell's! read more

Bromwell's installed my fireplace insert over a decade ago, and every year the company inspects and cleans the insert and its surrounds. Prescott is always prompt and efficient in scheduling service, and it is always exceptional. Today Adrian came to do the annual service and, while I have continually been satisfied, today I am thrilled. Adrian inspected and cleaned every component of the insert and all around it. He was efficient, courteous, and respectful. I look forward to the colder weather and the opportunity to relish the warmth that Bromwell's fireplace continues to provide me. Wonderful company and wonderful employees! read more

In the process of getting a new propane fireplace insert I had to get my current 25-year-old unit removed. Bromwell's sent Salvador and Omar who showed up on time and did a wonderful job in laying down cloths to catch any dust, removing the old insert and cleaning the eventual empty space of all debris so it is ready for the new insert. They also measured to ensure that our new selected unit will fit. Congratulations to Bromwell's and the crew for their professionalism and customer service. Also, kudos to Adam and Caleb on the sales team who were most helpful and patient as my wife and I evaluated all the possible options, and also a thanks to the other members of the staff who answered my phone calls and provided answers to numerous questions. Tom Pastore Reston, VA read more

Bromwells the fireplace people is a wonderful high-end fireplace establishment. The salesman Brian was very knowledgeable and took great care in ensuring any my questions were answered. He did not make me feel inferior with my limited knowledge and when I left I felt great about my decision. Meryl and Hillary were very polite on the phone when there were questions to be answered. Prescott is very flexible and a great gentleman when making installation plans. Eric and Elvis were amazing installers. The overall price was within my budget and Bromwells did not try to make me buy something I didn't need or want. Recommend you take time to visit this store and plan for Thanksgiving as well as Christmas. You will not be disappointed. read more

Just got this new beauty installed! Looks even better than the website pictures. Thanks to Juan and team for fantastic installation. Looking forward to the winter now! read more

Bromwell's - New fireplace! - Fireplace Services Near Me - Falls Church, Virginia

Finally! A great solution to the problem of picking a gas fireplace insert- "Do you want it to look good (open, all your heat goes up the chimney) or to give you heat (closed system, boring to look at). Bromwell's has a gas fireplace insert - - the Roosevelt 34 L, that is beautiful to look at, sealed but with a blower that puts the heat into your room, while the bad air is vented up the chimney. It is the perfect answer to the perennial problem! And, this one comes with a great remote, and a built-in computer. Use it to set the fan speed, the heat level, whatever you care about. there are six flame levels, and a built-in room thermostat. It comes with two pipes installed into the chimney - - one to bring in fresh air, and one to expel used gasses. I don't think most fireplace stores offer this unique model. My original insert needed an upgrade, and I looked for years, never finding the one I liked...until this one. And, Bromwell's is perfect to deal with. No airs, no pressure, oodles of choices, professional installers, They show up as scheduled, know what they're doing, and come back for annual services. read more

My wife and I live in Maryland. We had a 3pm appointment with Brian on 1/27/2023. When we got there, he was not available. We were told to speak with another sales rep, who unfortunately did not know much about the products. After a bit, Brian came to assist us. He was very rude and obnoxious! He did not have the patience or the knowledge needed to share with us. We were very disappointed. To travel all the way to the store by appointment and then treated so rudely!!! Brian needs to be given a crash course on customer service! I will never recommend this place to anyone!! Not only have they lost my business, but my friends as well!!! I love how the owner THINKS his staff did everything to asssist us!! Have you ever heard the "customer is always right"!! As far as your comment "people like you", we should say a business like yours definitely doesn't know how to treat people!! As far as "touching his hand"!! It was done by accident and you people need to understand customers!! Rude!! Rude!! Rude!!! Definitely a BAD place to buy!!!!!!!!!!! Wow!! I love how this incidence has been turned around by you and your staff!! Well, we know the truth and that is all that matters!! Unfortunately, businesses like yours will keep treating people unfairly no matter how long you have been in business!! But I also hope you have a nice day!!!!!!! read more

Good service, excellent installation, good value, great companay. Adam (sales) and Prescott (installation) were very responsive and easy to reach. Great phone service, they actually answer the phones in a very pleasant and easy going manner. No robots anywhere! Consider Bromwell's for your fireplace and stove installation. read more

We had an EXCELLENT experience with Bromwell's. Caleb Logan was very helpful in helping us choose a gas log system to replace a system that we installed over 20 years ago and was getting flaky. Prescott was able to find an install slot and the unit was installed the following day. Juan who did the installation was quick, efficient and took his time explaining the operation and maintenance of our new system. We love the new look of the new gas log system that we chose and are very impressed with the entire Company from sales, to install scheduling to the actual install. A tremendously positive experience. read more

I recently contracted with Bromwell's to install a gas fireplace on an interior wall where there was no fireplace. The workers who assessed the gas line situation, the men who installed the gas line, those who installed the fireplace and vent, and the man who hooked up everything were all very skilled, on time, courteous, and quick! The tutorial went well, and Adrien was very patient with me. I would recommend Bromwell's to anyone who wants a gas fireplace, or just needs theirs serviced. read more

Recently we purchased the Nordik 29i from Bromwells which was installed in our home February 2024. It all started with a visit to Bromwells, meeting with Adam, to appreciate their product quality and reputation of a solid family owned business. Purchase and installation was flawless with thanks to everyone operating as a team (Adam, Hillary, Meryl, Prescott, Zach, Brian, Elvis, Juan) , not to forget the great chimney crew and installer. A great experience. Will see Chimney crew mid March for over due repairs. The Dickerson's read more

Excellent experience all the way. From the first visit to the showroom planning a renovation to the final installs in August all went very smoothly. The sales agent Brian was helpful. We had a total of 3 gas fireplaces installed in August by Kevin who did a very nice job, left everything clean and gave us instructions on the use of the Fireplaces and followup needed. I highly recommend them! read more

Bromwell's - Fireplace Services Near Me - Falls Church, Virginia

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The Bromwell's team did a fantastic job helping us select and install a gas insert. Their sales team answered all of our questions and helped us decide on the best unit. We appreciated their showroom which allowed us to compare the models in-person. The install team (Adrian and Juan) were true professionals who were equally efficient and respectful of our home. We installed a new marble surround before they arrived and they took extra steps to ensure it was protected. Great overall experience and value. read more

We highly recommend Bromwell's. They were great from Zach in the showroom, to installation and final "how-to" session by Juan Ramos. Our fireplace is everything we hoped for. They know what they are doing! You don't need to look anywhere else! Nancy and Phil read more

Bromwell's - Fireplace Services Near Me - Falls Church, Virginia

We went to Bromwells and from the first experience with Zack our salesman, Prescott our scheduler, chimney inspection and repair by Elvis, plumbing of the gas line by Eric and the exceptional and incredible installation by Juan, it was a truly exceptional experience from beginning to end. Juan explained everything during the installation and made the gas fireplace very authentic looking with flames dancing loke a real log fire. As a former educator, Juan is a wonderful teacher and I hope he is used to teach other technicians how to install these units with great care and concern he provided us. Bromwells was an overall wonderful experience. read more

I have reached out twice to this establishment in the past year to come out and perform a service on our gas fireplace. Both times the reply was the same stock answer down to the word: "Thanks for reaching out to us for your fireplace needs. As much as we'd love to work with you, we are heavily back logged on service calls right now, and were struggling to keep up with the services that we've already committed to. We don't want to over promise and under deliver. Ashcraft works on all types of gas fireplaces and they can likely assist pending your desired timeline. They're number 703-569-1038. Let them know that you are a Bromwell's client and they will take good care of you..." So, translation is they take no new business and want to shove all business to Ashcroft. Don't bother calling these people as they clearly do not want your business. read more

Outstanding service from Brian and Anita at Bromwell's The Fireplace People! Absolutely amazing service from Brian! He went above and beyond to help my family with our new fire place purchase. Anita and Brian were super patient and explained everything to us. We had lots of questions and they were all answered. Their customer service skills go beyond exceptional. They were friendly, courteous and professional from the start till the end of this transaction. A huge thank you to Brian and Anita for this great experience! As Warren Buffett said, people will always remember great customer service and experience and "customer delight is the main ingredient for success." read more

Purchased a fireplace insert and every step of the process went well. They were very flexible on scheduling the installation even when I had to change it several times. The installation crews were professional and courteous. I highly recommend them and will use them the next time I need a new fireplace insert or gas logs. read more

We're very pleased with our experience with Bromwell's. After spending less than 30 mins with Zack in the showroom, we knew exactly what we wanted. No high pressure from Zack -- he was low-key but very competent and knowledgeable. He was also forthright and candid about the pros/cons of the various products, which we especially appreciated. When we finalized the deal, installation occurred within a week. The technician (Adrian) was similarly knowledgeable, cooperative, communicative and efficient. I would certainly recommend Bromwell's to any acquaintance who needed fireplace work or renovation. The process couldn't have been easier or more efficient. They've earned the 5-star rating. read more

We love our new fireplace! The process was clear and streamlined and we enjoyed working with everyone throughout the process. They really listened and provided customized solutions to address our situation and accommodate all of our wants. We just wish we would have done it sooner! read more

Fire place time? It is the season. So, you need a new gas fireplace inset. Few options in the DMV but Bromwell's pops up as a possibility with a few others. Background research on Yelp shows there are 5 star reviews and/or 1 star reviews. Almost nothing in the middle (this in itself should spark concern). We are in the market for a fire place so lets go and investigate ourselves.... Dropped by and asked a few questions. Most 1 star reviews seems to be accurate. They peddling a 'specific brand' and have nothing positive to say about any other brand. Staff is half friendly but also fixed on those customers that they can make the most money from (I have no issues there). What irritates is that the place looks like it just woke up in 1873. Paperwork on the floor, pet dog in the shop, bellbottoms (now Imma giggling) staff haggling like used car salesman, clients treated like we have no capability to research ourselves and generally not in touch with the times. In short, it is a mess! Guaranteed this post will spark outrage like it has on so many other posts (do yourself a favor and go read some of them, they cant be more ridiculous if you tride to make them up). "We a family owned business, how dare you say anything bad about us, you the problem and we the best" is what will undoubtedly follow. The truth is they revel in the fact that there is only a few similar establishments like them (who wants to fight in the sewers) and their only defense is attack. My experience today was breathtakingly awful. Sales dude had one product he pushed. No explanation as to why. Simply "this is the best". Take it or leave it and see you later. Other customers to please. I was in and out in about 10 minutes. Advice to you Bromies. It is 2020 not 1873. The old used car salesman BS is something of the past. Simply because you sell a 'none amazon' product does not excuse your terrible sale tactics nor your atrocious attitude. You might kick back on this post BUT Kozy Heat reps are sure to read this themselves and that will eventually hit home. Clean up your shop, pay attention to customers (walk in or not) and get ready to explain why you say this product is better than the next. Note: Owner/s, you upset?? You should be! Your establishment was hip 30 years ago. I'm ready for a reply and wont sit back and allow you to walk all over me like you did with so many other posts. Best of luck to you:) read more

Very poor service department. don't recommend using them. They don't take accountability for their mistakes.

I had an old wood-burning fireplace in the basement. The chimney was considered unsafe so I converted it to a vent-free log set. Bromwell's installed a beautiful gas vent-free log set and installed a gas line outside of my house for an eventual gas grill! It has been a year since install and I love this fireplace in the winter. It warms the room beautifully and the fire place looks wonderful all year long. read more

Dishonest and poor customer service. I ordered a fireplace on 11/6 and promised a 1-2 week delivery time. Over 2 weeks still no fireplace and despite contacting this place repeatedly and being promised an 11/22 the fireplace didn't show and they have not proactively contacted me with an update. Had contractors lined up based on their timeframe given and have now incurred additional construction costs for the delay. Intend to contact consumer affairs, BBB as this is the WORST customer service experience ever. Only attentive when it comes to making a sale. Update - feel free to call now. I have no missed call from you or voicemail. Another lie. read more

I had a non vented gas fireplace installed in May. They gave me a pretty good price and while I know you can order online for less, I was looking for the customer service help as well. Bromwell was great. The salesperson was helpful and answered all of my questions. The installer was nice, professional and again, answered all of my questions. The installer really went above and beyond. I like to service and maintain my own fireplace and so learning is key. Fast forward to a few months ago when I had some trouble. Nothing serious and a few emails and calls back and forth with Prescott from Bromwell and problem solved. (I have river rocks and one of them was in the way of the flame.) All diagnosed over the phone and very easy. Most importantly, they responded quickly and via phone and email. They wanted me to have a working fireplace. I am confident Bromwell's will be there to answer my questions going forward. read more

We converted our wood burning fireplace to gas about 15 years ago and had a particularly enjoyable experience with Bromwell's at that time - best price, no gimmicks, great service. When we decided to upgrade to a gas fireplace insert to generate more heat, we went back to Bromwell's again and we were not disappointed. They listened to what we wanted, gave us a better price than their competitor's "sale" price, and the service was excellent. The installation went smoothly with friendly, efficient technicians. Through no fault of Bromwell's, the manufacturer included the wrong color faceplate with our unit - what the box was labeled was not what was in the package. One call for help, and the service manager had the right faceplate installed the next day. We highly recommend Bromwell's. read more

Visited a few times looking for a new fireplace. The experiences ran from frustrating to annoying. As I learned over several months of shopping, fireplaces (at least the best brands) are still sold the old-old fashioned way: through dealers such as Bromwell's and never online. The manufacturers protect this business model and if you find one of these brands sold online it's probably not what you want. I don't deny the old world model has some benefit, but it feels very frustrating to shop for gas fireplaces in 2018 when the dealers have highly asymmetric information and you don't have a useful basis for comparison. The few dealers there are around here only have so much overlap between brands so you will find it hard to price shop. On top of that, they can always manipulate your installation price which obscures the equipment cost. The prices Bromwell's gives you feel like they're making them up on the spot and, at least in my case, the salesperson wasn't as knowledgeable as my phone in many instances, as evidenced by his advice to check online for answers to my questions. It felt like they wanted to push me out of their store more than wanted to sell me a fireplace. They did, and I shopped around. It's time consuming, but you should too. The place I did buy from wasn't nearby, and I didn't buy a brand of fireplace Bromwell's offered, but on apples-to-apples comparison with models they both carried, the competition greatly undercut Bromwell's installed price and they were far more accommodating and patient. read more

We had our gas fireplace serviced by a Bromwell's technician named Samuel on on January 17th and he was fantastic. He educated us on the inner workings of our unit and on how to maintain it for maximum efficiency. He was incredibly knowledgeable and professional, and were it not for his follow-on appointment we would have asked him to stay for dinner. read more

When we wanted to convert our fireplace from wood burning to gas, I posted a note on our neighborhood listserv looking for recommendations...and 11 of 12 responses were for Bromwells. The showroom had many options to view, and the follow-up and scheduling was easy. The electrician they recommended did a great job, and the installer - Kevin - was fabulous. I would not hesitate to recommend Bromwells to anyone. read more

As I was about to close on my townhouse we were told our gas fireplace needed to be replaced before the sale could go through. In the past we heard horror stories about a number of companies that were simply terrible. I had heard of Bromwell's before and of their great reputation. Well based on my experience they far exceeded my highest expectations. I was able to order exactly what we needed, and by phone buy Brian who really knows his stuff. More amazingly they were able to schedule an installation a week later. Our installer was Kevin who has been with the company for some time and when it comes to natural gas you really want expertise. Kevin is a master expert and knows his stuff. Perfect sales experience, delivery and install. Bottom line, I couldn't be happier. Great company, products and knowledgeable staff. read more

Thanks to Zack at the store for helping me pick the logs. He was helpful and informative. The logs were installed today by #JuanRamos. He did a great job with the installation and instruction for using our new logs. Overall, we are very happy with our purchase and are looking forward to using the logs this winter. read more

Salesman Jesse and installer Kevin did a great job. We needed to replace a 20-year old manual-controlled set and upgraded to 'radiant' logs (with remote control) instead of just those designed 'for looks'. Showroom visit was efficient and install day went as scheduled, both observing all the covid-19 protocols. Certainly would recommend Bromwell's the Fireplace People (even got the story behind that oddly long domain name!) read more

I am completely satisfied with my newly installed gas log unit that I purchased from Bromwells. The time we spent in the showroom was worth it because our sales person (Brian) took his time and explained the advantages and disadvantages of each type of gas log system they sell. No rush, no hard sell. Brwmwell's has been a very popular and successful firm in our area (Northern Virginia) because they treat their customers right. We purchased our first gas log systems for our new home 33 years ago. My five star rating is well earned because Bromwell's sells high quality product and provides high quality service. Can't ask for more than that. read more

Can't wait to use our new gas insert fireplace! Crazy to buy in July but glad we did. Very professional service from the time we entered the showroom. We checked out a competitor but they didn't hold a candle to Bromwell's. Installation & inspections were scheduled & completely easily. Thanks Mohanad, Eric, Kevin & Elvis! read more

Bromwell's - Fireplace Services Near Me - Falls Church, Virginia

I give them 0 stars I was sold a pair of andirons that were said to be brass. It was clear they were not. The stand wasn't anything but cheap metal connected with screw. When they were used in side a real fire in my sisters fireplace, they tarnished immediately. I went back with both andirons to show them and was told they are never to be put in the fireplace... really? Where should they go? I was refused a refund and was not offered any costumer service what so ever. This business, and I use the term loosely, should not be in business. read more

Bromwell's - Fireplace Services Near Me - Falls Church, Virginia

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Overall, superb experience at Bromwells! I walked in on a busy Saturday on a whim without an appt, and Debbie immediately squeezed me into her schedule. She talked me through multiple different options for my older home and helped me to understand how each would work, pros/cons, etc. I got quotes the following Monday, and once I'd made a decision on what I wanted, the entire process to lock down the purchase was very smooth and efficient via e-mail. I ended up actually getting the install done ahead of my scheduled appt, which worked out wonderfully with the snow. During the install appt, Kevin did an amazing job of explaining each step to me, walking me through how to use the remote, showing different safety features, etc. I've had the fireplace in for just over a week and have used it nearly every day - zero regrets and can't say enough about the great experience with Bromwells from start to finish! read more

Bromwell's - Not sure which of us is enjoying the new fireplace most. - Fireplace Services Near Me - Falls Church, Virginia