Sales and install went well but service follow-up, not so good. Difficult to get any response or returned phone calls. Warranty questions are ignored. Spent a lot of money there. Expect better service. Phone calls not returned read more

Wow! What a beautiful job! I can't thank Steve and Larry of Frost and Flame enough for the beautiful work they completed. Wow!!! I was traveling and could not have it done earlier as they had offered. I am enjoying the new gas stove as I write this on a rainy raw day! It is a great stove and looks absolutely fabulous, better than I had envisioned! Thanks again to Frost and Flame for making it perfect. I highly recommend Frost and Flame of Gorham to anyone who is looking for a new gas stove...no more piling or lugging in wood, no more soot or cleaning out the stove. They even made the installation easier as they installed the gas tank and line so I did not have to arrange it with the gas company myself. read more

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I would echo the comments here. Dealing with the owner on the sale is fine-- the rest is a disaster. It is incredibly frustrating trying to deal with follow up service. (In my case even when dropping over $6000 with them.) Communication is terrible. Weeks go by without email or phone calls answered. First service on a fireplace took more than two months to confirm from when first raised issue with new unit. The "repair" was unprofessional, at best, and did not solve the problem. A subsequent repair (a few months later) seemed to have resolved the initial issue, but then created a new problem, due to repairman's sloppiness. I'm still trying to get them to respond to another 3 weeks of calls and emails, so I can schedule yet another visit. (Yes, you can't just call and schedule a repair. You must wait to get a call back with their one scheduler... good luck with that.) I guess there are enough sales of fireplaces/pools to keep them in business over the past several years. Customer service sure isn't helping... read more

The salespeople were nice enough but we couldn't see any product because we had to walk into a corridor with plastic opaque canvas. We wanted to actually see a stove not look online. We did that already. At least make it clear plastic, for heavens sake. read more

Absolutely unbelievable!!! This was a total nightmare from the day of installation. Of the 3 man crew that came only one even had any experience. the install couldn't be completed in a day because the stove wouldn't light. During the install two of them got into a fight and the only one who could go up on the roof quit and walked off the job. We didn't even get a call from the owner of Frost & Flame apologizing for the unprofessional conduct or any explanation whatsoever. Only after it was taken completely apart and all the tubes cleaned (really!!!) did it work. Where this was a replacement, the original tile had to be removed. When a stone mason came to reinstall tile, he used due care and covered the stove surfaces with painters tape. The mason had over 20 years experience. When he removed the tape that had been in place less than 2 hours, THE PAINT CAME OFF WITH IT!!! The mason couldn't believe it. Today I went to get the replacement parts and they tried to charge me for them. REALLY!!!! What an absolute scam! Look at their other reviews. Only one 3, but lots of ones. I should have looked first. I thought that a local vendor that had been around so long would be reputable. I think they used to be, but they are under new ownership who can't even spell reputable!! DO NOT BUY FROM THESE CLOWNS. Too bad you can't give zero stars. That is what they earned read more

Frost & Flame - Would you like your stove to look like this. If so, go to Frost & Flame. - A fireplace with a glass door contains decorative logs and is installed in a tiled wall, with visible wear on the metal frame. - Fireplace Services Near Me - Gorham, Maine

Do not purchase from these folks. Their customer service is terrible, although the sales person was fast enough to write up a contract. I spent over $6000 with them and all I get is a run around when I call. And the unit I purchased is not heating well, so my room is very cold. The fan on the unit sounds like a train wreck when its on a medium setting. Horrible!! If there were ZERO stars I would rate them there. read more

I just got my parlor stove installed today after a long waiting process. I understand the pandemic did slow everything down. They did still come and install the stove even though it was raining which I appreciated. The installers were very nice and professional. Just be warned your house will reek if cigarette smoke. I appreciated them putting down drop cloths so they wouldn't get my floors dirty, but they smelled awful. One of the cloths is covering my rug that I will now have to clean. I'm sure it will take me days to get rid of the lingering cigarette oder in my home. read more

During the sale they were amazing. Bought a new floor model but took three days and 11 hours to install before they realized there was no ignition switch. Owner was pitiful after the sale with no customer service. Pellet still does not work as it should but they would not come out after install. Emailed called nothing. Seem great during sale and owner comes out to house but once they get your money they cared less about me read more

Went to Frost & Flame this morning to get some help about my Vermont Castings propane stove. Older model not sure how to open front glass enclosure or the swing out underneath is not seating properly. The heavy set guys attitude was older stove you didn't buy it from us not really sure what to tell you. It was like I was bothering him. Was going to buy a screen and heat shield. Not with there attitude. Do not waste your time with these idiots plenty of other stove shops that I'm sure would welcome your business. read more

This company told me they would be out to service my stove on a Friday. No one showed up and they will not return any voice mails I leave

This company did a great job selling us a gas fireplace insert. The install went fine as the whole house was new construction.( 2 1/2 years ago ) Since that time. we have called for service 3 times. The first was handled fairly promptly. The second time we had to call several times and then waited all day day for a 9 AM service call. They showed up finally at 8:30 at night. Turned out to be a faulty computer module and wasted our whole day. This time we call call the third week of September 2018 and we were scheduled for October 12 at 9 AM No sign of them ,no answer at store I had hoped the the second service call was a legit oversight. things happens. But to go through this again is maddening At 1:30 there has been no sign or word from them When my wife gets back from a Funeral Service today. I will have to drive to the store to get something going. Their service dept needs to get organized This is not right read more

I am sad that there is not a ZERO star rating. I called for them to come fix the switch on my Dover gas stove which they sold me only for him to tell me that they do not make parts for it and so they do not service it anymore. He then proceeded to tell me how to fix it (DUH!). He clearly did not want my business. I don't know if this was the owner or the employee but what gives? read more

When it was about selling me a fire place insert, the owner even came out for the consultation. That was 4 years ago. I wonder if he is even still around anymore. This year I needed a new transmitter for my the remote feature of my fireplace. Many calls, emails, .. no response for months. Finally a couple of weeks ago, I got lucky and got someone on the phone who knew something.. and he ordered the transmitter. When I went to pick it up yesterday.. they charged me $126.00 for the transmitter. BUT .. they mistakenly left the receipt for the 4 transmitters they had ordered from the manufacturer attached to my bill. IT cost them $45 per transmitter ! I get $100 percent mark up. But to charge me almost 3 times what they paid is outrageous. I will find somewhere else to get parts and service from now on. read more

Good selection of stoves at fair prices. Awesome customer service. Bought a pellet stove and insert last winter and they installed it a couple weeks later. The men who installed it were hardworking and professional. They showed us how to operate it and started it up before they left. read more

Owner came out to give me a quote on a Joutel after I made a $25 deposit to take advantage of a current sale. He did not listen to what I said I needed but said he knew what I should have. He made out a quote for their largest stove(way too much for my small house) I said I wanted a "winter grill" and he added that in the quote for $100+ Went to Joutel's website next day and saw they were having a promotion and the grill was FREE! After seeing this, I decided I did not want to do business with a dishonest company. Plus, they will not give me my $25 deposit back! Stay away from this business! read more

We recently purchased a Jotul natural gas fireplace insert from Frost & Flame and are very happy with the experience. Johnny, in the showroom, spent extra time with us to get write down information about the available inserts (including size specifications and pricing) and we left with several models to consider. For the in-home consultation, the owner, Steve, had thoughtful recommendations on what would be suitable for our home without pressuring us to change our choices. Our installers, Logan and Artie, arrived and finished right on time, answered my questions, accommodated my request to drill an extra hole in the chimney to hide the electrical cord, and gave me a heads up whenever they were about to make loud noise - all of which is very appreciated! Other businesses offered similar products and pricing but did not do gas line work, which adds to the expense, time, and scheduling. Frost & Flame was a full-service licensed operation, and I feel confident that we can go back to them with maintenance, repair, or questions and get great service. And I LOVE the fireplace! read more

So where do you start with this company.. NO follow up after the sale... Poor service on products purchased, terrible customer service. I purchase my pellett stove several years ago and Frost and Flame has been terrible ever since.. There is NO reason this place should still be in business. read more

Have had them out twice already this year for the same service issue. Can't fix the problem. Can't return phone calls. We waited several weeks for the latest service issue and were assured the problem was fixed. An hour later, we had no heat. We called twice more, only to get no response at all. Sent a complaining email and were given lip service. Still no sign of a service person. We are done with this company. read more

Read negative reviews of business. We found the service was good and appointments were kept as scheduled. We were interested in a fireplace insert- they came out to the house measured everything and the insert was ordered. We had the insert installed by two gentlemen who were neat and arrived as was mentioned on the phone the night before. All questions were answered and came back following day with a handle that was missing in the order. read more