Easy staff to work with. Took the time to understand our needs and wants in a custom fireplace. The floor had lots of options on display. We found just the right option for us with a few added tailored options for the perfect fireplace. The installation went smoothly and it works fantastic. Kicks out lots of heat with the variable speed blower. Very nice looking flame. From sales to purchase to service to price all went extremely well. read more

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Custom Fireside about 10 years ago replaced our wood-burning fireplace with a gas fireplace. We had a minor hiccup a few weeks after it was installed. CF quickly jumped on it and we hadn't had any problems since. Then, a few weeks ago, our remote seemed not to work not to mention the unit itself unit was filthy. CF's tech, Will Nuezca, showed up right on time and within minutes had us up, running and with a clean unit that looks and runs like new. As an added benefit, Will took a chatty but professional approach to his task explaining what he was doing and why as he went along. Worth every nickel we spent. read more

From our first visit to the showroom to the completed installation, this was a wonderful experience! Not knowing exactly what we wanted, Andrew showed us some options and we decided on a gas insert. Switching from traditional wood burning to a gas fireplace was a bit of a concern because we didn't want to lose the "feel" of a wood fire. I can say without question this was one of the best home improvement projects we have done! We have used it every day and it works very well to heat our house! read more

Custom Fireside Shops - Fireplace Services Near Me - Elk Grove, California

They were very friendly, efficient, on time! Game me excellent instructions on how to use, and even made sure I knew how to work myself before they left. Highly recommend! I absolutely love my pellet stove! Thank you Custom Fireside! read more

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We now have the fireplace of our dreams. From the very beginning, when we walked into the store, we found the staff helpful and pleasant. They provided us with a list of contractors who could do the installation, and the one we picked was so easy to work with. Getting all the necessary materials was painless, and after it was all done we were able to return the surplus parts back to the store for a prompt refund. This is a fantastic mom and pop, independent store. I feel great about supporting a local business like this. read more

Well Mitch got ahold of me immediately after this post was originally posted. Mind you it was on a Sunday afternoon, and Mitch let me know I would hear from the shop on Monday. Sure enough Mike called this morning and setup an appointment for this Saturday to correct things. Now that's customer service with great follow up. With that said, I highly recommend this business. read more

Stopped by the shop in Old Elk Grove and was greeted by a very professional & pleasant staff member who walked us through the different fireplace inserts that were available for the size or wood burning fireplace that we currently have (we wanted to convert to gas). He listened to my design ideas and was quickly able to point out an insert that fit our budget . We were provided a quote on the spot. The measurements were scheduled for two weeks later (due to MY availability issues, not theirs). Measuring staff was on time to appointment on a Tuesday and installation was scheduled for the following Tuesday. Sadly, the installer was injured on a different job that morning and had to cancel our installation. The shop manager/owner knew that I had taken the day off to have our insert installed; somehow he managed to find another crew and 3 hours later we have a beautiful & energy-efficient gas insert. Thank you so much for going above and beyond! read more

Deleted my prior 1 star review and comments. Mitch, the owner contacted me and worked with me and his team directly to make sure I received great service going forward. They came through and my fireplace doors look great! I was also given a discount for the delay. All in all I am happy with the finished product. read more

Have had a couple of installs with Custom Fireside. First experience not great, but second was very good. First install (a year or two ago) was a new insert with blower into an existing gas fireplace. Sales experience was fine, but the install required an extra visit because the measurements for the surround metal plate were incorrect. I'm still not sure it's quite right because there is a large gap (4-5 inches) between the new metal surround, and the existing metal backing it is laid over. Second install was for a set of logs and related materials into an existing gas fireplace. Installer for this one, Steven, was fantastic. He was very efficient, didn't leave a mess, explained everything in detail, and made sure we didn't have any lingering questions. Top notch service from Steven. read more

Purchased a pellet stove . Had a installation date. The guys showed up on time and ready to go. 3 or 4 hours later, Done! Nice , clean install. It's been awesome this winter!!!! read more

Custom Fireside Shops - Fireplace Services Near Me - Elk Grove, California

Called Custom Fireside (CF) to come out to service my mother in laws' gas stove which we purchased from them 16 years prior. Over the years we had CF come out to perform maintenance on the unit without incident. However. During our last service call three months ago the tech attempted to "repair" the unit by replacing the thermal coupler and did say that there would be a need to replace the entire valve assembly. We agreed for the tech to look into getting us the part and waited for a call. Three weeks later I called CF and the staffer said he did not know anything about the part but that he could likely get us the needed part for $880. He said he could not promise when we'd get it because of supply issues. The response was non-committal and totally disinterested. After years of loyally following what I thought was a business focused on customer service, I am now totally disenchanted and disappointed at their total disregard for my needs as a customer. I have since started working with another fireplace service company that has repaired the stove at a fraction of what CF quoted me. Service matters. Follow up matters. Courtesy matters. read more

I have been a customer for 10+ years when I purchased my one and only pellet stove. As with any pellet stove things wear out or break. Custom Fireside has helped every time with either advice to improve performance or fix an issue without trying to sell a product I don't need. Recently I came in to look for some cleaning supplies and as a person who usually buys more than I need, they steered me in the right direction and told me many times, "You don't need that. Or that. Or that." Then, after talking to the sales clerk for a bit he instructed me how my stove works, I discovered why my stove was acting a bit wonky. I was able to fix it my self. read more

Custom Fireside removed an old wood burning insert and then installed a new glass door screen. Not easy, as the rock wall fireplace is not smooth and lots of gaps needed filling. I think Mike and Mike came out, he said he was a perfectionist and it shows. Beautiful work, very neat. Will go back there for a gas log set later read more

We bought a gas log from Custom Fireside on Auburn Blvd. a few years ago. There's something wrong with it now and it won't light. I called for service and they had a guy come out. He was on time and courteous but after he diagnosed the problem he told me didn't have the part on his truck. He told me someone would call to set up another appointment when they got the part. This was a day or two after Christmas. I waited a week or so buy no one ever called. Since then I have called and left a message on their service line three times and no one has returned my calls. I have given up on a company that doesn't want my business. I'll get the part and fix it myself. read more

My wife purchased insert & coordinated the install. She said the purchase went smoothly and liked the wide range of choices available. The installers came when they said they would, covered all the areas that they came in contact with, worked diligently until the entire process was completed. Probably done in about an hour. The installers were very friendly (and humerus). They explained the process of using the remote before they left. This has allowed us to roll back the temperature on our heating system and our living room (where we tend to congregate) is very comfortable now. Very pleased with this purchase and pleased with Custom Fireside. read more

I am not at all happy with their service. I bought a log set and glass doors for my existing fireplace. They came out and measured for my doors. Came out on a different trip and installed the logset. It was not what I ordered. Came out on a different trip and installed the correct set. Came back out today to install the glass doors. Guess what? They do not fit properly. I asked the technician twice while he was speaking with his office to speak with his manager. The manager never spoke with me. Technician left without doors installed. I have called the Elk Grove store twice in the past and have left messages regarding the poor service. Once I did not receive a return phone call. The other time I spoke with a woman who said she would check into and never called me back. I would not post a negative review if they seemed to care and bothered to speak with me. read more

I'm guessing they don't need business. I need my insert serviced (bought from them few years back). I called the service number twice, left two messages a few days apart. The following week I went to their website and put in a contact request for service. Still nothing from them. I suppose I need to find a new company? read more

Worst experience ever. The installer tramped across our Spanish Tile roof with flue pipe. When I asked him not to, I was ignored with attitude. Too lazy to move his ladder to the side of the house which had easy paved access. A year later, I found two broken tiles. Don't let these guys on your roof! They recommended a gas insert, but the igniter didn't work. Supposed to be a brand new insert. They ordered a new one. We had to wait 3 weeks to get it. We couldn't back out now or would have. Our insert is so inefficient we don't even use it. What a mistake of $3,500. Don't trust what they say. Even the rebate didn't work out. Get it? read more

I'll make a long story short: They don't deliver what they promise. I spent a small fortune and only got a fraction of what we agreed upon.

I am updating my review because of the attitude of the company owner. I placed a call to Custom Fireside and spoke with the owner, Mr Mitchell Heller. I reviewed my ongoing problems of the unit starting and staying lit. After trouble shooting over the phone with me for about 5 minutes, he was able to identify the problem and give me a solution. This is the kind of customer service that I expected from the beginning. I am very appreciative and am hoping this will be the last problem with my unit. read more

I stopped in to get a steamer and some parts for my woodstove. The guys that worked there were very friendly and helpful highly recommend this local business! Great inventory of fireplaces and stoves. read more

I found Custom Fireside to be extremely helpful and friendly during our decision to update our old wood-burnng fireplace.. We visited both stores ( Sacramento and Elk Grove) to view various models and to talk about various venting options etc The staff at both places were helpful beyond belief. I came away with loads of information, quotes and literature. With the help of a relative who is a contractor we decided to install our choice of fireplace ourselves. Everything went very smoothly - including having the fireplace delivered to my door! I'm sitting in front of a roaring fire on a wet and cool morning with the fireplace remote in my hand!.... I highly recommend Custom Fireside! read more

After a day of frustration, explaining parts and what we were looking for to clueless Home Depot and Lowes employees, the guys at Custom Fireside were like a breath of fresh air (or maybe a warm gust from a cozy pellet stove). We walked in and they knew exactly what we were after, and had it on hand. No explaining, no drawing diagrams, no putting on a little puppet show to illustrate basic HVAC concepts. They're professionals. read more

Going on 3 Years with my kozy heat chaska 29. Zero complaints. Zero problems. Works great. Well worth the $. Solved my back draft problem from the chimney. Adds comfortable heat in the livingroom where we need it without heating the entire house. It has the smart remote control which works well. Seems to be energy efficient too. Not much extra cost on the gas bill if any. read more

Went to the store not knowing anything about gas fireplaces and when I told the sales guy I wanted to spend around $1000.00 he wouldn't give me the time of day to explain the different options and what I should realistically expect to pay. However, I went to Sierra Valley Stove and Fireplace and bought a $4000.00 system after they explained my options. You never know what the customer will do. read more

Had my fireplace insert installed yesterday, fantastic job by two competent installers. Did a great job with the electrical. I'm very happy with the job. They finished up took all boxes with them and cleaned the area. read more

We recently purchased a "new" home. New in 1960! My wife and I were really interested in converting the old woodburning fireplace to a energy efficient gas insert, but wanted to make sure to maintain character of the classic stonework. Custom Fireside made it easy! They had a large selection of products to choose from. The technician that came to our house was professional and helpful and answered our numerous questions. We love the end result! It looks like it has always been a part of our beautiful home! read more

UNorganized customer service, to say the least. We have a two sided woodburing fireplace which was converted to a gas fireplace in Nov 2014, with Custom Fireside's assistance. We purchased a double sided log set that was installed timely. However the glass doors and screens are another issue. After several calls into the ELk Grove office as to the status, we continually were told that they would check and call us back. Keep in mind that the glass doors and screens were paid for back in Dec 2014. A call from them was finally received two weeks ago and are just now following up on the order and have to re-order! Well maybe we can use our fireplace again this coming Winter 2015!!!!!!!!!!!!! read more