Not trying to tank their score or roast them--but they took several weeks to respond. I then…read morereplied to them and invited further communication (about two weeks ago), and radio silence since. They might do great work, and I'm on the busy season so I can understand if they are overwhelmed. It'd just be nice if they were a bit more responsive.

Chad came out to my home yesterday and did a FANTASTIC job repairing my gas fireplace. He quickly…read moreassessed the problem and got the fireplace working again. In addition, he replaced some missing embers and cleaned the glass shield. I had called another gas fireplace repair company and they wanted me to spend big $$ to replace several components, as it turns out none were needed and I saved a lot of money going with Craft. Chad was informative and very helpful and I will certainly use Craft Stove again! I strongly recommend them for your gas fireplace needs.

This is a brand new home, so dealing with repeated garage door issues from the start was already…read morefrustrating. Unfortunately, the experience working with Southern Fireplace made it worse. From the original walkthrough, the main garage door did not close properly. A technician came out and "adjusted the sensors," which temporarily fixed it. A few weeks later, the smaller garage door had the same issue and required another adjustment. Then the problem returned again with the main door. The issue was eventually resolved, but only after three separate visits where they continued tightening and adjusting the sensors. While it did get fixed, it took far too long and did not feel like a thorough or proactive diagnosis, especially for a brand new home. The biggest issue, however, was my interaction with Heather. She stated that if the issue persisted after replacement, any additional work would be billable. Beyond that, her communication was extremely unprofessional. I was repeatedly talked over during the conversation, and at one point she abruptly said she had to go and rushed me off the phone. The tone was dismissive and not customer-focused at all. Frankly, based on this experience, Heather should not be in a customer-facing role. Now, we are dealing with a separate issue with our pilot light. They have already come out once, but given the prior experience, especially the way communication was handled, I have been hesitant to reach out again, even though the home is still under warranty. While the garage door issue was eventually fixed, the overall experience, particularly the lack of professionalism in communication, left a very negative impression. If you have a choice, I would recommend going somewhere else, unless you are comfortable being talked to and treated in a condescending manner by their staff.

Wow Heather and Michelle worked magic!! Within an hour a gentlemen came and showed us where the…read morebattery pack was right before a major storm. They had every right to say we don't have any open appointments but they didn't they came right out. The customer service is top notch such caring and wonderful people! I'm so grateful!!! I can not thank Heather, Michelle and Todd enough!! Thank you for caring!!

Mr. Davis was able to convert our "Mother in Law's Suite" fireplace to a new electrical log set-up…read more BEAUTIFUL system that can be used year round. No more cleaning up ashes or that fireplace smell. TOP NOTCH WORK!

Mr Davis was prompt and professional. He inspected our chimney (storm damage), explained what was…read moreneeded now vs what could be done later (more cosmetic). He completed the repairs soon after, and did an excellent job. Highly recommend.

It seems like I'm one of many that they can't seem to be bothered to service lately. Our fireplace…read morewasn't functional at move-in on Dec 17th so we were promised someone would come out and fix it. While we were out of town, I suddenly get a call that someone was heading there with no prior notifications... Well, that's a shame we were out of town, because since then I've called multiple times (don't bother, they're always "on the phone with other callers") and texted as well. I have heard nothing back, like so many others on here. I'll continue to call and maybe one day they'll stand by their product and come out and fix it.

Evidently the sales team doesn't return calls. Horrible service. I was told to call the salesperson…read moretwice even though I had left my contact info and what I wanted done. There is a big difference between selling and shooting fish in a barrel. Look elsewhere, I know I am.

We spent over $5,000 replacing counter tops in three rooms in a house we were selling. The…read moreinstallers were responsible for reinstalling the faucet in the powder room which was an extra fee. They installed the faucet incorrectly and the drawer would not close because it hit the drain pipe. Which was never an issue in the thirty years we lived in the house. Notified Fireplace & Granite immediately and sent photos and then a video they requested because they were too busy to come see the issue. Days went by with no response. We ended up hiring a plumber to adjust the faucet drain pipe. Our salesman (Travis) instructed us to pay the bill and said they would send a check to cover the repairs. Then nothing but excuses when we asked about the refund. "Only the owner can sign checks and he's on vacation. He will send a check when he get's back in town." Months later and still and no reimbursement. Now they don't bother replying to inquiries. Buyer beware.

I really enjoyed working with this company. Not only did I get granite for my kitchen at an…read moreUNBEATABLE price. (No joke, I got a quote from 3 other companies and FGD blew them out of the water) Carey was the best from the get go. I had a little trouble with scheduling to get my template made, but it was resolved. The installers were prompt, worked hard and got the job done in a reasonable time. Overall, wonderful experience, excellent pricing and I LOVE my counters. *disclaimer, I did the tile backsplas, which is why it's not perfect FGD did not do that*

Our fireplace would not turn on after 20 years of running it. I called Owens, and to my surprise it…read morewas going to take 3 months to get an appointment! It was worth the wait! Forrest was sent to us! I thought I was going to have to get a new fireplace. Forrest opened it up, took it apart, cleaned it all, told me the thermocoupler had built up carbon. He had it fixed in an hour. He was so kind. He was so educational. He sent detailed pictures to us of everything he did. He advised that in the future we might have to get a new part. Just to give him a call. Honestly one of the nicest technicians that has ever been in my home for anything. He made it so easy. I was sent a text by Owens that Forrest was coming and they even sent me a picture of him to know who he was before he entered my home. I've never had anybody send a picture before.  That was pretty cool. I highly recommend this company. I realize that there's some honest people left in the world, and it warms my heart. Please use this company; worth the wait, I promise. He was also very covid conscious and kind. Thank you for that Forest, I mean it! Thank you for just being you!

Owen's and their team are top drawer! I've had a few things done with the chimney and they are in…read moretime and work quickly. They have great knowledge and trouble shooting skills. Roberto and Rhett came today and were outstanding.

Josh and Rachel of Grill Revival were fantastic in working with me to convert my wood burning…read morefireplace to natural gas. Rachel educated me on a wide variety of beautiful log sets and fire backs and was extremely responsive and forthcoming on presenting the beautiful options to me. She eagerly incorporated my ideas and together we quickly made decisions on what products would be best for me. Her only goal was to listen to my wants and help make my dream come true. Josh made my dream come true! He expertly made the wood to gas conversion, installed the gorgeous and so realistic log set (see video below!), and thoroughly educated me on how to use it! He emphasized safety at every step along the way and cleaned up thoroughly. He patiently answered my questions and really wanted me to be happy with my new fireplace. I feel very confident that his many years of experience, his tenacity, and his perfectionism have made this a great investment for many years to come. Thank you Grill Revival! I'm so happy !

Wonderful people Price was very reasonable…read more Explained everything that needed to be done They fixed and cleaned my gas fireplace Very happy with the results I would definitely recommend them