I recently contacted Fireplace Plus after experiencing difficulty with my gas fireplace. I had a flame issue and believed I was in for an expensive part replacement. I phoned you guys and booked a service appointment. You sent one of your technicians who was completely honest with me and told me that I just needed a cleaning not a major part replacement. Nice to know that there are still businesses like Fireplace Plus that operate with integrity and honesty. I highly recommend this store... read more

Kevoir came to my house to replace a recall insert in my gas fireplace. He was most courteous. He took everything apart, inserted the new parts, meticulously cleaned everything before closing the doors. He took a picture of the logs before removing them, so that they would be replaced exactly as they should be. He put in new cokes each side of the logs and cleaned the glass and frame before lighting the pilot light. He put of shoe covers before commencing the job, put down a sheet on the floor and cleared away every speck of debris. He made sure I was completely happy before leaving. I was so impressed with this young man that I requested his business card as I would like him to be my regular service technician. I am thoroughly impressed that he completely followed covid protocol. I would definitely highly recommend his services to anyone. Thank you. read more

Be absolutely warned about doing business here, read this first, it is shocking. Richard installed a Regency fireplace at our house. He installed the wrong parts, had exposed bare copper electrical wire, and the flame wasn't working properly at all. At first, he said he would fix it, so I just thought it was an honest mistake, although he was such a disaster to deal with from the moment I met him I should have known better. Was I ever wrong - He changed his mind before coming to fix it and said that I had to pay the balance before he would fix anything and before he would get me the correct parts. He then said he would not fix it and walk away from me paying the balance, so despite that being a huge cost as we had to completely change the fireplace housing to accommodate the wrong fireplace, I accepted his offer to part ways and thus I would use that balance money to eat the cost of the fireplace housing modifications. Here is where it gets crazy. He then sends someone to break into my house (on video) to what I believe was to remove the fireplace or mess it up - Luckily I was just coming home and caught him. This person then said he "knew where I lived" and would come back later. I got Regency the fireplace manufacturer on the line right away, they apologized for their vendor and promised they would straighten out Richard and the vendor, so I thought it was over. Nope - Richard literally showed up at my house early Saturday morning and blocked my 39 week pregnant wife from leaving the driveway until the Police came within minutes to have him removed. Shocking experience. And all he had to do was fix a couple issues and get the correct part brought over, but instead he decided to resort to coercion and bullying and whatever else you want to call it. The above forms my opinion on Richard and Fireplace Plus, I hope you don't make the same mistake I did. read more

I'm going to be a lot easier than I originally wanted to be..I'm going to sum this place up with two thumbs down!! Save yourself the stress and hassle go somewhere else a little further..the guy they sent too install our stove never installed a wood stove before had no clue what he was doing..after I was done with them using my tools and fasteners caulking and glue and paying someone for me to babysit them I had enough and they left then after the install they inspected it without even looking at it because they didn't want to see all the scratches there shoemaker of an installer did to my pipe! I could go on and on 100% unsatisfied! FYI the only good reviews on here are the owner and an employee! read more

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I've dealt with Fireplace Plus twice and both times I've had issues. The first time was to obtain parts for my Vermont Castings BBQ. I ordered 2 burners, which they had to order in. They said that they would call when they arrived, but they didn't. When I dropped by to pick them up, they only had one ... they think they sold the other to someone else. In addition, the burners didn't include screws and the person didn't suggest that we buy some, even though he said that these were common burners. Six months later, we had a problem with our gas fireplace not starting after the fall. We dropped by the sty ore, and they indicated that it was likely due to rust build up or spiders. They said that they could vacuum out the blockage, and sent someone later that day. However, they weren't able to vacuum out the blockage and indicated that we would need a new ignition assembly, which was fine. Unfortunately, they didn't have the part in stock and would have to order it. They said that they would contact me the following week once the part was in. Again, they didn't call me and I had to call them. Eventually, the part came in and they called on a Friday morning asking if they could come to install the part. I said yes, but they never came. I called to complain, and they said that they would come on Saturday. We waited around, but no one came and no one even called us. At the end of the day, I called them and asked to speak to the manager. They said that someone would come out on Sunday, but again no one arrived. Needless to say, I was not happy about wasting 2 days sitting around the house waiting for them to show up. Finally, we arranged to have someone come in the following Saturday. After talking to the installers, it seems that a significant part of the problem is the owner's inability to communicate effectively. Rather than calling his installers to confirm appointments, locations, and work to be done, he sends people texts, which assumes that people are able to receive. In a niche commodity-based business, such as his, customer service is paramount. This is a lesson that he has not yet learned. read more

My case may have been quite a bit simpler than previous customers, but it went off without a hitch so we were happy! Our fireplace pilot light wasn't coming on so we scheduled someone to come out and take a look at it. They arrived on time, were friendly, and expedient, since all it turned out to be was it needed a cleaning! The staff were courteous and competent, so when we're back about putting in a new fireplace in our new home, I don't think we'll be disappointed. read more

Never showed or called the first day. Second day, two hours late, two guys, very rough looking, one with a long pink beard. Spent 10min and charged $160. The best part is that he needed my paper towels in order to clean the fireplace. If you have a problem fireplace plus in Whitby will ignore you. When calling their main line, quite often i would receive the message that this number does not receive incoming calls. Very strange. Call anyone else. Don't get taken like me. read more

TERRIBLE customer service. I have to agree with the other posts. This company has terrible customer service, they have no knowledge of their products and do not return calls when you have a complaint. We were sold a faulty fireplace which to this day does not work. They refuse to return our phone calls or repair the unit. We have contacted the BBB. Save your money! Do not buy from this company. read more