The field supervisor ended up coming out with an installation tech and they changed the tension system to be a front mounted system and eliminated the problematic pulley. This should eliminate the issue as identified in the original review I gave and last (fingers crossed) a long time. They did need to come out a 2nd time as the change of tension layout ended up causing the same cable to rub in a different way. However, they were able to address this in their visit in a timely fashion and it's all good now. Final rating is 4/5. They ultimately resolved the issue but after a lot of hassle/working different angles. read more

Do NOT use this company. My builder, Toll Brothers, used them for my brand new home where Fireside did the install. After closing, I purchased an optional kit that can be added to the IFT System used by manufacturers (an industry standard system). A wireless remote option. The builder had ONLY a wall switch with no thermostat or adjustment ability installed. Per the IFT system you can ADD and UPGRADE remotes, WIFI access, lights, fans, and other accessories. Yet something in the installation by Fireside causes the remote unit to FAIL TO SYNC. Every manual and online search says it SHOULD work. I reached out to Heat and Glo the manufacturer, but they have the installing dealers do the tech support of their fireplaces. I contacted Fireside and sadly they want to GOUGE customers with a $359 SERVICE FEE! NOPE, I do not need all those services since the unit is BRAND NEW from the Builder. It is THEIR installation that FAILS to sync as stated by the manufacturer and all system literature. They need to figure out what they did WRONG that they made the unit incompatible with a system that is designed to work together! THEY WILL NOT STAND BEHIND THEIR WORK! That is low. Very low. Avoid then at all costs. Find a BETTER DEALER that STANDS behind THEIR WORK! read more

Bought 2 gas fireplaces and had them lit off 1 year 2 months ago. One was sooting up. Called them up to get service and ask about warranty and was told warranty was for 1 year. They came out to service and told us the sooting was caused by misplacement of logs over burner (they did the install), though the tech put on the work order it was caused by "log placement shifting". Obivous the sooting happened within the 1 year period, just happent to call them 2 months after period. $400 later. So much for exceeding customer expectations. As a small business owner for 28 years, not impressed, dont complain about big box retailers if you are not adding any additional value. read more

Wow! Three months later and we still don't have a working fireplace. Last time they connected it, programmed the remote, and told us to enjoy our fireplace. We used it for a month until an Amazon delivery person told us he smelled gas. We called CHS Propane. They arrived shortly after our call, and after testing discovered the leak was coming from the fireplace. We suffered a 40% fuel loss. Once again Fireside Solutions sent a technician. He then told us there was damage to the gas line and that he couldn't fix it.. Now we've hired a real plumber with experience with fireplaces and now we'll get this done right! read more

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My garage door suddenly broke. I didnt know what to do as i never had this issue. They were able to give me a quote over the phone and come out quickly. They got it all taken care of in ample time and showed me how to prevent it in the future. Excellent services! read more

We decided that we would update a gas insert while doing some updates in our basement family room. We went to Fireside Home Solutions and talked to a sales person that was very nice. We picked out a gas insert and we were told that their installation manager needed to come check things out to make sure everything would work. The installation manager, believe his name was Craig, came out and spent all of five minutes to tell us we were good and gave the green light to continue with the purchase. We put down the deposit and got scheduled for installation. While that was going on, we had our existing gas insert removed and recycled. Our installation day came and the installers let us know that our chimney and existing firebox is not going to work. They could install it, but the would have to cut large sections of the chimney out. Not a great option. We were told that Craig would come back out to look again to see if anything could be done. Well, Craig doesn't come back out. He just calls and says that we would have to rebuild our chimney (keep in mind that we have another gas insert that is functional using the same chimney he says needs to be replaced). So, we are now out the ability to have a gas fireplace in our family room because Craig isn't good at his job. We had one that worked well, we just wanted to change the style. Because he can't do his job, we recycled the one we had and are now left with an electric fireplace as our only option. Don't trust the person that comes to check off if your project can be done. We did and got burned. In response to the post below from the business. Craig said in his phone call to me "I figured you wouldn't want to cut out sections so I didn't come out". That was his choice to not own up to his error, not mine. I stand by my belief that Craig is not competent in his job and we now no longer have a gas insert where we had one before. read more

I didn't buy a fireplace piece from these folks, but here's what they did for me nonetheless: 1. Negative: I was unable to reach anyone by phone, and on their recording it says they'll get back to you within threee business days. That seey absurd to me. 2. Positive: Because the other company I spoke to said I should try this place I ignored the phone option & just drove over to them. Once there, the gentleman was very accommodating and very polite and helped me make a decision to go to a glass company for a replacement window. He measured the glass I had brought, looked up the brand and found there were no longer replacements for it, and even tried cleaning what I had with a special cleaner before coming to the same conclusion I'd thought, that my glass was permanently clouded with fused minerals because no one had cleaned it in 30 years. I thought this was surprisingly kind for him to try that. In the end I went, on his recommendation, to Valley Glass Co to get a new glass made. No idea what the rest of their service would be like, but I was treated very well. read more

Needed a 20yr old gas fireplace serviced and found Fireside Home Solutions. Communication through email and phone was quick and thorough. The technician was efficient, maintained social distance and explained entire service so that I understood what was being done. Excellent job of cleaning entire unit, even the glass. Felt service cost was fair. From our experience, we recommend Fireside Home Soluctions. read more

We chose this place because gas fireplace installers are very limited in Kent and after talking to the woman at the front desk we thought it was the right choice. I don't feel like we got a good deal. I also don't feel like we got completely screwed, but we aren't really thrilled with the service we received. What we got was a lot of communication issues and a very confusing timeline. We paid 75% down and scheduled our install date. It was about 3 weeks out, and we were given a framing guide (a single piece of paper). So we took care of that, but had a few questions for the installers so we called the store. The people at the store are completely disconnected from the installers- so we ended up getting a not quite right answer and the installers had to remove the framing we did and had to re do it. The installers also do NOT completely install everything: they do NO electrical work. So what ends up happening is they do the initial install and tell you they'll be back after you get the electrical done to do the final light off. Well for us, we finished the electrical that same day and they didn't show back up for 4 weeks because they our logs and rocks weren't ordered when we when they ordered the stove so they had to wait on that to come in. We also couldn't do any of our finish work (tiling) in that 4 weeks because they did not check the gas line they installed, and we weren't willing to tile and have to rip it all out because of a potential leak. We were told we'd be placed on a list to be moved up if our parts came in early, but either our parts never showed up early or the "list" was just to pacify us. When they finally came back to do the light off it was a someone different who had no idea the work that had been done and what needed to be done. After he finished his work and left we realized the fan inside the unit was rattling something awful and called and left a message for them to come back out and fix it, but no one has gotten back to us yet. Overall, I guess we got a fireplace, but I'm not very happy with the service I received just because of lack of communication between the teams, and inability of anyone to give us accurate information or call us back. But this was one of the only options in our area and the other people we got quotes from were about double the price. read more

My experience with Fireside started with a salesman coming to our house while we were in the construction phase and advised us about the appropriate framing and safety codes and where to have electrical installed. I was able to follow up with him throughout that process. Once the framing was done and tile work was complete he came back and took measurements and we decided to upgrade the units from what we originally planned to purchase. We purchased two custom gas fireplaces. Finally when it was the day of install I was concerned about the size of the fireplaces relative to the size of the openings. But the finished product was beautiful and I didn't need to worry. The install went well and the product looks very custom. We are pleased with our purchase and I am thankful for the follow up from Matt. read more

Fireside sent out an estimator who measured my existing opening, took pictures and then gave me an estimate for a new gas insert that he said would work. Unfortunately, a month later when it arrived the installers said it wouldn't fit because of safety clearance requirements. They had already removed my old unit before telling me so I was kind of stuck. Not to mention that Fireside requires a 75% down payment when ordering, so with that I was really stuck. The only solutions were, enlarge the opening to meet the clearance requirements or get a smaller insert. This was very frustrating because it caught me by surprise and Fireside was only offering the smaller insert option. They would not enlarge the opening. I had to enlarge the opening myself to get the insert installed. In the end Fireside made it right and gave me some money off. I had to ask for it though. They weren't going to freely offer anything. My advice, just be careful and make sure your unit will fit before ordering and giving them 75% down. The estimator is not always right and its on you when he's wrong. The installers are awesome and do very good work! read more

Fireside Home Solutions - Fireplace Services Near Me - Auburn, Washington

Updating my previous review after I had a chance to speak with the Vice President of Fireside Home Solutions, Eli. She reached out to me to get a better sense of my concerns. And I can honestly say I haven't had too many conversations in my life where I felt like I was truly heard. Eli after hearing the entire series of events I endured, was genuinely apologetic about my experience. She vowed to not only make adjustments to their internal procedures so customers in the future wouldn't go thru what I did, she refunded my money and as a gesture of goodwill sent me the replacement part for free. After this COVID-19 pandemic passes, I might seriously consider using Fireside for my furnace maintenance needs based on the faith Eli restored in me. read more

Our builder used fireside for our house's garage door. Then, when I rear end the garage door by accident end of last year, our William Buchan service team told us to contact Fireside to fix this. I did contact them, and they sent a person did estimate, and promise me in a month, I will get the fixes. I paid deposit, waited for about 3 months, finally, got the bottom part of the garage door parts. Fireside installed it in January, by May, there are issues on the new garage door parts. The plastic between the garage door is falling off the garage door. I contacted fireside by text message, no replies. I called them, I get Greg who helped installing the new garage door panel in January, he said he had never seen this problem before. He send Jim, who fixed our garage door in January to fix the issue. Jim nailed the plastic tape back to the panel in a not professional way, and left. 1 week after the fix, same issue happened. I texted Greg, he said again, he had never seen it before, and he is going to ask his manager. Now, about other 2 weeks passed by, I sent messages ask Greg for updates, had heard nothing back. The original fix costed over 2k, and didn't last for 3 months. Now, the new fix on the plastic tape between garage door panel is not fixed. And Greg has not got back to me ever. I have sent him some follow up text messages, sent photos, asking please fix our garage door, nothing. Do I have to call again? This type of customer service is not acceptable. Hi Greg, can you please get back with a solution asap? Or just send some updates on what your manager says? At this point, I have to give a 1 star on Fireside customer issue support. Very disappointing. read more

After 6 years of being a loyal customer to this company I can't express the disappointment of how horrible their customer service has been. I have bought over 20 fireplaces from them and the last few projects I have had with them been nightmares. They not only held my project up for 3 months giving me the run around after I had already purchased 4 fireplaces from them, but also came to my project 2 times with the wrong material. Scorpio was not straight forward with the facts they actually never had the material I was looking for and Barbara was also was not very helpful on helping with giving any answers to my issue. The manager Mike never returned my calls after I left messages. I finally as a last attempt (after being blocked from Scorpio) decided to reach out to another store manager Kathryn who was polite and assured she would get to the bottom of my issue but once again that was a dead end. She never returned my call nor did she answer my calls to her. Needless to say if they will do this to a loyal customer imagine how they will treat you. Don't spend your money with companies that do not value you as a customer. read more

they seem too busy to need customers. Unwilling to let me give them the model and serial number of my fireplace so that I could schedule a service. I have three fireplaces and they have now lost my business. read more

We had a lot of issues scheduling both the installation and then the follow up for the electrical. We had to constantly follow up to get all the pieces installed which is frustrating and somewhat happy with the final product. I would have thought the insert were a lot bigger based on the fact that they came out to take measurements but the majority of our open fireplace is framed out versus being a larger fireplace. Not a lot of options available. read more

We hired Fireside in Kent in 2011 as they had the beautiful blue Fyre glass and would be willing to remove the old fake logs and install the new burner and glass. It is a beautiful product and I still love the Fyre glass, but this is the second time I have smelled gas. October 29th, PSE came out and unhooked the line, requiring that we have it serviced. It took more than 3 weeks to get a service man out and the guy was simply not trained. He didn't understand why he couldn't turn on the fireplace to test it (as I mentioned, PSE unhooked the line) and he said he had never seen a fireplace like this before. After a time, he determined what the issue was and that parts would have to be ordered - someone would be in touch. Well that was November 20th and no one has called, still. We have called and no one seems concerned. I called to talk to a manager and the response was "for what department?" The manager that she connected me with said that he would look into it and I would hear from him within the hour. He did call me within the hour, but had no report. He said we need a pilot assembly, but wasn't clear when I would get it. Still no word. read more

Stumbled on this place looking for the perfect stove insert for my Mom. The installation happened within a couple of days of purchase. She is super happy with the look of it and of the quick work! read more

Our experience: Very lazy/sloppy service... 1. First challenge: "try to reach us if you can" They won't return calls (called 10+ times). 2. Second challenge: "try to get your estimate from us if you can" If you get very lucky and somebody will come for an estimate (I believe we got Rob Ledbury) - you will not receive the estimate. They won't call ( Rob didn't returned our phone calls and messages about an estimate), they simply won't send the estimate to you. This is lousy way to do business. Not recommending Fireside Home Solutions to friends and family members. read more

I have had nothing but bad experience after bad experience with getting our fireplace installed. To begin we received poor communication regarding the install of our fireplace. The company did not explain the steps needed for our new gas line or the vent installed. Today someone finally came to finalize and light the fireplace only to find we were missing the logs and a gas shut off valve had not been installed at all. Not to mention I have had to push the entire project forward myself with multiple phone calls and badgering. At this point I am 100% done with this company. I give them an F - do not use this company. read more

Greg the salesman and Eric the installer went above and beyond. Eric was very meticulous and friendly and did an excellent job. He cleaned up when he was finished and assisted in setting up my WiFi app to operate the door. I could not have asked for a better job. read more

Requested an estimate on a new garage door; the guy came out on time, took measurements but never asked me what kind of door I wanted, didn't have any brochures or flyers - nothing - to show what kind of doors they had available. Said he would get an estimate to me the next day - and that was five days ago. So. . . at this point, they're out. So rude. In my opinion, a company should believe honest communication is key to a happy client (or possible client). And that no matter the size of the project - that they are ALL important. Last I checked a $2,000 project is still worth having. . but guess not for this company. We'll use Precision Door; they showed up on time, had lots of information available, and the estimator was polite and well-informed on their products. Thanks for making this an easy decision Fireside. read more

We were referred to Fireside Home Solutions by Garrette Homes, and that was one great referral. We worked with Greg in Sales to select a garage door opener system and Greg gave us superb assistance throughout the decision process. Once we chose the system for our home, Greg helped us with scheduling and within a very short time, we were set for installation. We were fortunate enough to get Ryan as the person who did the installation and he is awesome. Very professional and competent - his work exceeded our expectations. This is a first class business team and we will always be referring our friends to Fireside. read more

Came out and fixed a warranty part. Great job and friendly.

They the brand of pellet stove I was looking for on close out at a great price. I wanted the stove but had to wait for closing on the home I was buying before I could pay for this. They were very nice in holding the stove for me with no deposit needed. Once we closed on the house they came out to measure everything and give me the cost on the install. Being they are a busy shop I waited a couple of weeks for the install to be done. They arrived when they said they would, the put up with my wife asking for minor movement in getting the perfect placement of the stove that she wanted. The finished the install and tested the stove and everything works great. The office staff were easy to deal with as well as very accommodating with me. read more

After calling and leaving a v/m and requesting service via an online form, I did not receive any response. Consequently, I called another service provider. read more

We had a fireplace installed in 2010 and from the start it has been a lemon. It was installed in January and four weeks later it wasn't working. The burner had to be replaced and it went back under warranty. All went well for awhile, but then it started acting up again. Called the company only to find out that it would be over a month before they could fit us in. Like others who have commented, they made appointments and didn't show up. When I called, I was told that I was mistaken and the appointment was made for different day. This after taking time off to stay home. I began writing letters and got a little more satisfaction, but the unit which is a Heat and Glo product CONSTANTLY needs to be serviced. On the last service call, my husband watched the tech do the work and started doing it himself, which was nothing more than polishing off the flame detecting rod with some steel wool and re-configuring the logs. Cleaning the burner helps for a short period of time; but he has had to clean the unit as many as three times in a month to make it work. Historically, it always fails around the holidays, when you need the warmth. Finally, this last month, we gave up calling Fireside for two reasons. We think that the unit should work for at least a season without attention, and second is the exorbitant price they charge for a service call. Each time they come out they ding you for $290.00. They would have you think that they are the only ones in the Kent who have expertise in fixing the unit. Recently, it was in a condition where, once again it wouldn't start using the cleaning technique. The problem has been intermittent for several years. We finally realized Fireside IS NOT the only one who can do the work. We called another company who showed three days later, ON TIME. The tech fiddled with it, but did no diagnostic service, and it started - although neither he nor my husband knew why. Their service call was 1/3 what Fireside charges. read more

We purchased a gas insert fireplace in August with an installation scheduled 3 weeks later. They were very timely and took good care of our house by laying out cloths. Very happy with their service and product. read more

0 customer service. We visited this showroom and received the worst customer service I've ever experienced. Extremely condescending, greed and money was apparent in everything this guy was saying. I'm still in disbelief from the unprofessional attitude of this place. read more

Have a fireplace in a new home that Fireside did the install. It has been leaking water in it for over 10 months. They been out many times, it still leaks water coming inside of it and runs down the tile and onto the rug (both need to be replaced). I and the builder have been getting the run a round from them, when day return the calls or emails days or weeks later. I did make contact with the owner of the company in Portland, OR about 5 months ago, he said he would have them contact me to take care of it, still leaking. The builder now is getting another fireplace company to take care of it now. read more

Over the last several months I have had the pleasure of having the Fireside Home Solutions technician's at my home tracking down an elusive problem with my fireplace insert. I was visited by Val, Logan, and Kieth. Many times in these reviews, people question their authenticity, and you may with this one as well, however, all three of these gentlemen were exceptionally professional, knowledgeable and the interaction that I had with them all... will constitute continuing business with Fireside and their service department. My thanks to all three, and keep up the quality service and personal attention to detail. :-) Rick read more

We had an unexpected issue with our fireplace (it went kaput....not the time of year to be without it!). These folks were great in getting us scheduled for a service and were right on time. Logan, the gent that performed the service/repair, was extremely professional, friendly and courteous. He quickly identified the issue, explained what was wrong and fixed it on the spot. He also did some cosmetic touch-ups that make it look like new again. Very happy with his great customer service and the work done! I highly recommend Fireside Home Solutions and Logan! read more

We are having our garage doors replaced in our homeowner association. Fireside has great customer service and follow up, especially Mary. She's a pleasure to work with. They will be my go to company for fireplace and garage door maintenance and repair. read more

I contacted Fireside to service our gas fireplace. Scheduling was easy and communication was good. The technician, Logan, was professional and knowledgeable. He performed the twelve point inspection including thoroughly cleaning the fireplace and glass. It looks like new. He also answered my questions and reviewed the proper way to shut-off and start the pilot light if needed. I am very happy with the service. read more

I had a leak in my fireplace and so I called these guys to fix it since they installed it. There was two shutoff valves and the connection piece between the two valves was not tight because I was able to move it. Logan came out and he was able to fix it and moved the one valve I could shut off and on closer to inside the box, otherwise you had to stick your hand through the hole where the pipe was coming to shut off the valve. He was also able to tighten the fitting and now I have no more gas smell. He gave me some tips and tricks and told me why my builders put in two wall switches instead of just one. He was very personable and friendly. I would highly recommend Fireside. Logan represented them well. read more

So I have been using this company for years, but not by choice. I am on my 3rd insert because the first 2 cracked inside. (Note I do give them credit for replacing those) my biggest complaint is there yearly service/quality. These people are so unorganized in their office it is unbelievable. I have had them not show for service appointments 3 times now. There were supposed to arrive today and again I called this morning to confirm and I was not on the schedule. I made my appointment 3-4 weeks ago, so it's not like they were squeezing me in, I was told I was the first on the appointment calendar when I made my appointment. I tried to complain and they said they made several changes recently so this wouldn't happen. I mentioned it wasn't working since this was 3rd time. They are now coming late this afternoon. I would have canceled but the weather is getting cold, house was recently remodeled and it needs cleaning and functionality testing. AND, it's hard to get appointments this time of year. read more

Two months now and they still haven't fixed my gas fireplace. Came out first time and they said nothing was wrong but 2 days later it didn't work. Came back again and said it was pilot light and had to have it replaced. They had to schedule me out another month because they were so busy, said they accidently cancelled the part but assured me it was reordered, but now we were told this morning that they either forgot to order the part or can't find it! Really? I have called sevearl times this morning and they say they will call me back but so far no one has. Finally I called again and leave a message and they called me back to say they located the missing part and would be out today. The tech shows up and it wasn't the right part!!! And I tried to call this place and while it says the were open till 6 they had their "you have reached us after normal business hours" message at 4:45pm on Weds. So they didn't want to help their customers. So now 2 months later, 3 visits later, we still have no working fireplace and now we have a 4 day holiday weekend. UNBELIEVABLE! I will be looking elsewhere for repairs. As it stands it takes them 3-4 weeks to get you scheduled each time. I cancelled our garage service too as I have no faith in them after these multiple errors and very poor communication. I have wasted far too much valuable time with them and nothing has been fixed. No one from the office even called to apologize! HORRIBLE!!!! read more