We used Coast Building Products to install a Fireplace Insert. Sales did a great job. Install went well. Shortly after we had challenges with the ignitor. Each time a service call was made (3 times), they said it was fine. And it wasn't until the 4th call that they experienced what we had and FINALLY ordered the part after much delay and replaced it. So much for believing your customer. Next up was the handle slipping off, the stove isn't that old so we called again and instead of making a call, they ordered a part. Another delay and multiple calls, no answer on when it might arrive. 2 MONTHS later we got lucky and someone actually answered the phone saying the order was lost in a move and it would be reordered. ANOTHER MONTH and we insisted on a call vs part in case it could be repaired. It took the tech 15 minutes to repair the handle with a Phillips screwdriver, the tech showed us the "hidden" access to repair it in case it happened again. After all the delays and unanswered calls, our handle was fixed to the tune of a $350 for a 15 min. service call! We paid the tech because he wasn't responsible for the invoice. We called to ask about the charge and but Saul Andrade didn't answer the phone as usual. He did call back a few days later left a curt message to say there was nothing he could so about it. What a waste of time and money working with this company. Also note that they've now moved to Santa Clara. So, watch out Bay Area. read more

Started working with them late November.was told they could get a wood stove insert installed before Christmas. Was scheduled the 29th. And the rescheduled to the 3rd with out letting me know. Ok that's fine, couple days what ever. We'll irs the 3rd and the installer arrived, took one look and said he can't do the install due to the shape of the chimney. What's the point of doing a pre install inspection? I was told it would be no problem. What a waste of time read more

What a Travesty! My wife ordered one of the best gas, direct-vent fireplace to be installed in our home ($5,000.00). When the day came for the installation, my contractor had already prepared the location. So what could go wrong? The installers failed to bring a sufficient number of 90 degree vent angles to go around a DOUBLE 2x6 LOAD BEARING STUD so they SAWED THROUGH IT. No kidding, they only brought one 90 degree angle and therefore could not go around the stud, they cut it off! Please don't believe me, see the photos for yourself!! Stunning; if you decide to not believe me and hire them, watch them like a hawk. read more

BEWARE!! This company held our credit card number on file for over a month and then suddenly there was a charge on our account from a purchase we made on 1/20/20. When we called they said that they "forgot" to Bill us on that date so the decided to charge our card (that they made a carbon copy of by the way) on today's date when the "realized" they made a billing mistake. The supervisor LUZ Espinoza stated that we had to "prove" that the money actually came out of our account even though we had a receipt!! Fraudulent company!!! Beware!!!! read more

I just moved into a place with no heat. Finding a gas fireplace was high on my to do list. I was referred to Coast Building Products and I'm so glad I stopped in. Their showroom and service is impressive. Michael took the time to explain the different types of fireplaces to us, and helped us decide which would be best for our home. He emphasizes safety but also has an eye for what looks good. read more

I've been waiting three months to get service for my fireplace. I've been without my fireplace working throughout the entire winter. I've had terrible customer service , multiple appointment where nobody ever showed up and no phone call was ever given for an explanation why. I have set up another appointment but have no confidence that anybody will show up for that appointment. They give a four window for when the tech should arrive.. What a joke , nobody ever shows up. I have no confidence in them , they simply don't care. I will say, that in the past, when a tech actually shows up they do good and courteous service! The problem seems to be in the office and more specifically with Heather. She is very good though at indifference. read more

Very disappointed. They installed my fireplace in 2 days from ordering! Great $1600 later....but nothing worked and the remote control didn't even work. The new remote control was supposed to be in by the 18th but they can not schedule an appt to fix until the 30th...my payment checked didn't fail. I canceled the cleaning and servicing of my other fireplace because I am so unhappy. I increased my rating from 1 to 3 because they eventually got it right. It required many visits and finally they got the manufacturer to be present during the reinstallation. The fireplace works great now and looks beautiful but what a hassle. read more

I had the pleasure of doing business with Coast with the purchase and installation of our gas fireplace for our home. The job was completed in a timely manner as well in a very professional manner, all extra material was removed and the area was left clean. We were shown in detail how to work the unit and was provided a customer service number to call if we had any questions. Needless to say, all is well and we have enjoyed our fireplace with no problems or issues. We recently sold our home and decided to take our insert with us - so we contacted Coast to see if they would be able to send an installer out to remove the unit. Due to a timing issue on the closing of our new home, we were not able to have the unit installed right away as planned, Coast offered to store our insert for us until the purchase of our new home was completed. Excellent Service!!! I don't know of many business' out there that would have accommodated our needs as they have. Thank you!!! read more

Not happy. Fireplace heater not working. Only heat source in my house. Everyone is freezing cold. Coast could not come out that day (understandable) and promised they would be out the next day from 10-12. Had to work, but moved my work schedule to the afternoon because heat was my priority. Confirmed 10-12 that morning. Noon=no show. Called again and told they could not reach technician but would call right back. 1pm; =no show, no call. 1:30pm finally call from tech and will be 2 before he gets here. I asked him what time he had on his schedule to be at my house. He said it was listed as 10-12 but the office physically scheduled me last on his list. Brilliant. Apparently my time means nothing. Maybe someone could have been honest when I called this morning and I could have worked in the a.m. to be home in the afternoon. read more

Never had any service from this company but today one of their trucks almost caused a terrible accident on the freeway, running my husband off the, merging into the lane my husband was in and not even looking to see if anyone was there, then acting as if it was my husbands fault then recklessly tailgating my husband with his bright lights on and honking at my husband, being completely stupid! This is a person representing your company, if it were me he'd no longer work for me, if he is so easily to do this without hesitation how many other time has he already done it to others, Now the person when called about this was great and extremely nice, however I hope something is done about his actions because that behavior could have caused a serious accident and he flat out didn't care! read more

I recently visited coast show room in search of a gas fireplace and insulation services for my remodeld home.When i arrived i was greated by Michael and one heck of a sence of humor! Yet VERY professional and knowladgeable.After showing me around and discussing which fireplace would be the best fit for my home and price range ,we sat down scheduled a date and time for the start of the project and an estimated finish date which i must say was done before that date.The installers who came out were very PROFESSIONAL,QUICK and most of all CLEAN.Leaving no garbage or mess behind,which made me VERY pleased.Overall this service was Awsome,professional and affordable. I will definetly return for my next project and recommend to others! read more

This is a review in process. I purchased a gas fireplace from Coast earlier this year for a room addition. Great price and very good service before the installation. I have been working with Cliff. A problem arose when the rains came. Coast Building Products failed to seal the storm collar on the chimney which caused an electrical fire on the control panel in my new room addition. It was a small fire but still a fire. Cliff came out and fixed the storm collar and said he would order a new electrical control panel to get the fireplace in working order. That was a month ago. After several phone calls to the business and to Cliff's cell phone no response yet. Still waiting. I will call again tomorrow and see if I can get a response. I would love to give this place a higher rating but they have to earn it through their actions with customers. read more

I originally heard this was a great company to deal with and I have to say the people are all very pleasant but I am about to call the better business bureau. I have been waiting more than 3 months for my fireplace insert job to be complete. They have sent a tech out no less than 3 times to place a custom back plate behind the insert. The first one was cut on the sides not the top, so it left big gaps. I was told they had to "custom" order another one and it would be 30 days. The second one arrived and it wasn't cut properly. The manager told the tech no one told him it had arrived and he had to take it to a fab shop to get it cut? What is the point of special ordering when you need to have it modified after it arrives? That was a week ago and I was told it would be done yesterday. Just got word from the manager that it was still at the fab shop even though I was told yesterday someone would be here at noon today to install it. He can't guarantee that it will even be done today. I'm about ready to tell them to refund my money and pick up the insert. Very poor service followup. read more

We completely renovated a 1970's home and needed to replace an old fireplace. I contacted Coast Building Products and they sent Cliff to show us our new options for a fireplace and heater. He was excellent and showed us everything we needed for the replacement. Their options were very nice, service was excellent and price was competitive... we decided to move forward with them. The remodel took longer than expected and they worked with us. When the time came to install they provided advise that was not completed so the job was done correctly. The installation and look is wonderful (even better than expected). I communicated with Heather and she was also very helpful, responsive and great to work with. I would recommend them and would also use them again in the future. read more

I needed to have the side vent on my fireplace replaced. I sent the company acheduler pictures and she set up an appointment. She told me the cost of the part was $90.00 forgetting to mention service charge. When the person arrived he replaced the vent then he was told there would be an additional $225.00 for the service call. Although the price of the side vent had been quoted to me--as previously stated no mention of the service call. So since I was paying $225.00 I asked him to service my fireplaces. Terrible job I will need to clean the fireplace window again. When I asked him about it he said condensation inside the fireplace window. 1 hr later still there. This company was purchased by a corporation and has gone down hill since then. Will never use them again. Sorry to see their service has deteriorated to such a level. read more

4/11/2017 On April 11, 2017, Don and Bill Rotella had.Luis, Senior Technician, install a new valve and pilot assembly for our fireplace in Pacific Grove. Our fireplace is an older model and involved taking apart the entire unit- screw by screw, frame by frame, intricate part by intricate part- to get to the valve. It was quite an involved and technical process that took nearly 2 hours to complete. We can only sing high praises and compliments to Technician Luis from Coast Building Products who exhibited patience, highly technical skills, patience, and professionalism during this entire process. He had all the parts necessary to get the unit running again and ONLY replaced the parts that were worn out and needing to be replaced. Other unessential parts were ordered, however, Luis was honest and informed us that he would only replace the valve and pilot assembly which were critical to having a functioning fireplace again. We thank Heather for reserving the installation date all the way back from January 2017 and confirming with us that the parts had arrived as well as confirming the date of installation on the day prior. Coast Building Products has been a 'god-sent' to my brother and me, and we will be referring their business to our friends and neighbors in Pacific Grove!! Kudos to Luis (the highly skilled technician), Heather Mullen, and Michael FitzPatrick for a job well-done!!!! read more

These guys are great and I highly recommend the company. After purchasing a direct-vent fireplace insert from Mike at Coast over 20 years ago, the remote's controller quit working and we could no longer turn on the fireplace manually. After explaining the problem to Luis, he and his service team came to assess the issue; they selected and installed the appropriate new remote and controller, cleaned the entire fireplace unit, along with the glass and had us back to new. The really impressive part is that they knew we depend on this fireplace as a primary heat source and they had the right guys on the job asap even though it was just 2 days before our New Years Day party. I could not be more pleased with their attitude in addressing my problem by making my problem their problem and I'll be going back to them when I'm ready to upgrade my current model. Thank you to Luis, Edmond, Mike and all the support guys, Linda read more

Excellent company! Have used their services for fireplaces for many years. Recently CLIFF installed new part. He is extremely personable, knowledgeable and courteous! He has a wonderful demeanor; looks professional and is customer focused. We couldn't be more pleased with Cliff's ability and service. He just seems like a nice young man! read more

These guys are a waste of time and money. I purchased a fireplace and installation from them. Firstly their installation was problematic and when I explained the problem to my sales person, (Michael Fitzpatrick) he just deflected my issues by telling me it must be my or my contractors fault because they are professionals, or else the house framing was at fault. It wasn't. Although he said they would come out and check out the problems, they never did and I was forced to fix them myself. It took them four missed appointments to finally finish the installation. When an overheating issue arose after the installation I made several phone calls to ask them to come and check it out and never received a return call. It finally became necessary to call the manufacturer and get them involved to resolve the issues. Finally, I was told that they needed my credit card number to start the order process but assured me that it was just for security and I would be contacted at the end of the project before payment was due; when in fact they hammered my credit card for the full amount without any consultation. This company is the worst I have ever dealt with and deserve the lowest possible rating. Use them at your own risk. read more

Just got a fireplace installed. No complaints about anything other than their sales rep CLIFF. He alone got them two stars. If you decide to go through this company DO NOT use him. He does not return phone calls or emails. He had the installers come out to my house to install the unit knowing it was missing parts. Again no complaints about the company or the products, just CLIFF. read more