RUN!! Once they have your money you better hope there are no delivery, installation or service issues because only then will you realise that all the bad reviews are 100% legit. Spent over 15k 2 years ago on 2 fireplaces. 1 doesn't work and the finger-pointing, condescending runaround is exhausting. There's an old adage - You never know how good a company is until there's a problem. Just read the owner responses to all the customer complaints. His attitude tells you all you need to know. No matter how "pretty" the showroom is, or how "nice" the salesperson seems, when there's an issue with your purchase, they won't remember your name. And finally, there's a reason they don't install and instead provide you with a list of their recommended installers. Because when an issue arises they will take no responsibility - they will blame the installer or the customer or the builder. read more

Customer service is awful. Once you buy a product, don't expect support. They're only in the business of selling things. The Service Department won't answer the phone and nobody else will do that for them. If you leave a message for Service, they won't return it. I do not recommend them. Let's see whether they respond to this. read more

Brian at Georgetown Fireplace and Patio did a great job of steering us to the right wood burning stove for our home. He asked great questions to understand our needs. We ended up with a Hearthstone and it's perfect for our house. He then spent time informing us what we needed to do to prepare for installation and how to use it once installed. There is a massive difference between the quality of products, as well as the depth & breadth of knowledge at Georgetown Fireplace, and their competitors in Houston. Georgetown wins hands down. read more

Just spoke to Jeff with a question about paint my fireplace. he was so helpful and put my mind at ease.

I can't speak to any buying experiences but this store is pretty neat. There are so many different things to look at there. It's all a bit out of my price range but I loved looking at the tables with the decorative tops and the trees with lights. The furniture was also really nice. The sales associates were friendly and attentive giving us their best pitches without being too pushy. If I had the funds I'd probably get some of those tables. read more

We are very happy with the fireplace cannonballs we got from Georgetown Fireplace. Kelly was great in helping select the right set and Ethan did a great job with the install. He was efficient and answered all my questions. read more

We couldn't have done this without our sales professional Michelle Pompilio. She was instrumental in finding solutions for our project. Thank You Michelle for your expertise and willingness to go above and beyond. Fireplace looks great! read more

Georgetown Fireplace & Patio - Fireplace Services Near Me - Georgetown, Texas

This place is completely unprofessional and seems to be uninterested in obtaining business from my family. Came in here to get a whole build out and set up and was told they would provide us a quote and give us the estimate for all materials etc...provided our contact information to a lady who stated she would send out the estimate to us. THAT NEVER CAME! Waited weeks and followed up to be told " oh sorry I guess I didn't save your information and I was hoping you would call me back...I'll send it right over to you all shortly" well another week went by and still received nothing. Personally I assume there was some questionable business assumptions from the retailer since they have to pull the address of the home information and get details for the space. The lack of professionalism that was displayed along with no attention to detail for whatever reason was unfortunate. This is 2020 and dealing with obvious misfortunes from certain retailers when wanting to make large purchases needs to change. It clearly makes me not want to give hard earned money to a place that made a poor judgment call. read more

Fan to add on for better heat distribution would be a big plus. Staff was knowledgeable and helpful throughout the process.

Jeff at Georgetown Fireplace & Patio went above and beyond to help us to success (& extreme satisfaction) on the install of our wood-burning stove. Rarely, these days, does one find customer service to this extent. Jeff made himself available when I (frequently) called, whether it was about safety specs of the fire wall surround, dimensions/material for platform, or to just chat about "the way things work." He carved out time to meet my contractor and give him a detailed tutorial on specific install issues of the stove, pipe and even the surround and platform. Communication, attention to detail, and more -- all top rate! read more

Georgetown Fireplace & Patio - Warm & cozy thanks to Georgetown Fireplace & Patio. - Fireplace Services Near Me - Georgetown, Texas

Last fall, we ordered a Fireplace Model 864 TEV 31K through Georgetown Fireplace and Patio . The order was placed through our contractor. Our contractor was told that Georgetown Fireplace does not do the installation but they have a recommended list of contractors that could be hired. We paid about $7,500 for the model, in full, before delivery. The shell was installed in November, 2023 after much delay as the only installer who had proper insurance was finally able to come. However, even though he was instructed to let our contractor know when he would arrive, he came unannounced and installed the chimney and shell. When he was contacted to come back and fix the mistakes, he again came back unannounced and made even more mistakes contrary to the local code. The local Fire Marshall has confirmed these problems. Our contractor, discussed these matters with Georgetown Fireplace but at first, they refused to take any responsibility as the installer was an "independent contractor". Finally, the owner agreed to come and check the problems and make corrections, if needed. However, when asked for insurance, Georgetown owners declined to provide proof of their own insurance before coming to our site to make repairs. Obviously, that was unacceptable to our contractor. We have also contacted the manufacturer, who have also just stonewalled us. Finally, we have bought another model from another dealer which has now been installed correctly and according to the code. Georgetown has also given us incomplete parts for the unit which we have paid for in full. We have lost $7,500 and almost nine months in dealing with this business. In summary, our saga has been handled in the most unprofessional manner by this business and anyone doing business with them does it at their own peril. N.K. read more

What a disaster. Customer support was meaningless. Lost of $5,000 dollars due to their incompetence. Installation took months of back and forth with near disastrous results. Due to the incompetence of both sales and service on initial installation, we had to pay for another compete install. read more

My wife and I went to GFP in September 2022 to discuss having a new fireplace insert put in our great room...September 16th to be exact. We ordered a gas insert that was in stock. We paid 50% at that time...no issues. We were told that install would take up to six weeks...again, no issues. First week of November we had not heard anything from the installer although the person who was happy to take our money in September had told us we would hear from the installer. I called the installer who acted as if this was the first time he had heard about the job. He came out, measured, assessed and told us he would not get to us before Thanksgiving but would get it installed before Christmas...he was close...he installed it on December 28...no issues. This review is not about the installer...he was awesome and did a great job. Up to that point, we had heard NOTHING from GFP. Yet on the morning of December 27 we got an urgent call from GFP basically saying that if we didn't call them back and pay for the remainder of the product, they wouldn't release it to our installer. One call...on December 27th...to solicit more money...and to threaten to not release the product to the installer. Granted, we did owe the remainder of the money and that is not my complaint. My complaint is the fact that we never heard a peep from GFP for over 100 days. Then an urgent call to pay the remainder or the product wouldn't be released to the installer...it was a red flag to me. GFP will be happy to take your money. What they won't do is keep you posted on your product or service timeline, coordinate with the installer or follow up after the job is complete. Nor will they call you back if you are dissatisfied with something. They are simply a cash or credit card pass-through. If you are in the market for a fireplace, fire logs, gas insert, etc., just be aware of what you are getting into with Georgetown Fireplace & Patio. They are expensive, provide lackluster service and aren't really interested in entertaining feedback or complaints. Unfortunately they have somewhat of a monopoly on the area regarding their core products and services...and this level of service is what most likely leads to their poor to average ratings on yelp. read more

Very disappointed in the communications from this place. I called over and over for the sales person and left numerous messages for a call back and never got one. I also requested a call back from the manager and never got one. If you buy from here, get all the costs up front and in writing. When the bill came the costs were $6k higher than we were told/expected. Also, they contract out installations services you may be better off finding someone on your own. Install was estimated at $1800 .... The bill came in at $2425. Best of luck read more

We visited GF&P Oct 5 and selected an insert. Michelle was very helpful. A couple of days later she called to say that the company had cancelled all orders for the particular unit we selected. She mentioned that she had a Mendota FV33i which was quite similar to the one we had chosen. Someone else had ordered it and then cancelled so the unit was in the GF&P warehouse. We agreed to that unit which was actually a few hundred less. We were wanting a different face and there was some back and forth on that getting delivery estimates and so on. We eventually decided to go with the face that had been shipped with the unit originally. In the meantime the pictures of our current fireplace showed the gas pipe sticking up in the middle of the floor of the fireplace about 4". This was a concern since it wasn't clear what would need to be done to actually install any insert with a pipe in the way. Michelle contacted Bill Breese, one of the independent installers they use, to come out and look at the issue and see what could be done. It took a couple of weeks to get on his schedule and when he came out he was able to study the problem and work out a solution as well as make a template for the surround which he fabricated. Eventually we got the installation scheduled for Dec 9. When Bill and his crew arrived they started with the pipe and it broke because someone had tried to saw through the cap many years ago before we bought the home in '98. This created new excitement since now a die was needed to rethread the pipe and move forward. Bill and crew were able to get back Dec 17 and complete the installation. They were very competent. Knew what they were doing and efficient. They also wore masks. We are very happy with the insert. It's beautiful and warms our great room and kitchen nicely which is why we got it after The 4 Days this past winter. We needed something other than the stove top to keep us warm in the event of another debacle. I added a small UPS instead of having to remove the face and use the little battery pack in the event of a power outage. So 2.5 months to get to the end. Better than we had originally hoped given that Michelle and Bill Breese, et al are just incredibly busy and supply issues seem quite real. Bill has a territory ranging from Austin to DFW and lots of people wanting inserts and such. The only issue for me was communication could have been more timely regarding scheduling. Not sure it's worth a star but there's no 1/2 star option. Overall very satisfied. read more

Georgetown Fireplace & Patio - Mendota FV33i - Fireplace Services Near Me - Georgetown, Texas

I read online that this place was wanting your business and would negotiate hard to come up with the best price. After doing some investigation I've discovered that the fireplace industry-profit margins are exorbitantly high. They do NOT negociate prices at all. So for that reason it's a two star. read more

Great experience from sales (Betsy) to installation (Raymond) of two fireplace inserts, a remote and custom fireplace doors! The radiant heat was awesome and kept us warm during the snow storm in Feb 2021 when we had power outages on and off for a week. Figured out quickly our remote was worth every penny too! Betsy took time to explain things and make recommendations based on what we needed and Raymond was so respectful of our home and friendly during installation and made sure we were happy! THANK YOU Georgetown Fireplace & Patio - we are so appreciative and will be back soon for an outdoor kitchen!!! Kevin and Michelle S, Georgetown, Texas read more

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2ND UPDATE: More than one year after we placed this order, we are still waiting on the griddle! They don't even have a time when it's anticipated to come in, and they said it might be another year or longer. This place truly has the worst customer service I've ever experienced in my life! Do not buy from here, they will screw you over like they did to us and you'll be waiting years for delivery of what you paid tens of thousands of dollars for. UPDATE: The grill and power burner were delivered one week after the promised delivery date (a little late but not nearly as bad as I thought it would be when I first wrote this review. I'll update the review again when the cabinets come in.) I purchased a grill, power burner, refrigerator, and a few cabinets from Patrick Bowers, the sales manager there. This was a very expensive package that cost approximately $15,000 total He promised me that everything would be in by Friday, and I bought from them because the other options I had had much longer delivery times, and my work crew said they could not wait this long to finish the job. The items did not come in Friday, and a week later they still have not come in. There is still no estimated delivery date, and they told me on the phone today it could be six months or more before this grill is delivered. They would not commit to any worst case delivery time at all, not even to deliver the grill within the next year. Like the other reviewers have said, they stonewall you once they've made the sale and there's nothing they can do to help you. If you purchase from this place, make sure you do not trust the delivery times they quote you and plan on 6 months+ for delivery. Many places are backed up right now and they know they can make sales by promising quick delivery when nobody else can. It's a dishonest sales tactic though and you will not get the quick delivery you are promised. read more

Staff was very helpful assisting us in picking out a propane fireplace insert. We sure are going to enjoy it this winter.

My wife and I gave each other a fireplace insert for Christmas. The people at Georgetown fireplace and patio were extremely helpful and with the extreme cold we were able to keep our 2400 square-foot house warm up in the 70s without using our central heat. I highly recommend them and they're installers. They did a fantastic job. read more

Bought a $20k+ fireplace with this company. None of their employees wore masks inside our home despite being asked by both the general contractor & by us. I ended up having a confrontation with one employee over it, which is pretty uncomfortable when you're a woman confronting an angry man inside your own home. The first install visits I noticed they weren't wearing masks, & I decided to let it go, because we weren't living in the house at the time, so the people at risk were the other subcontractors working in the house. I figured it was our CG's role to enforce onsite masks if he thought it was warranted. The last visit, we were living in the home, & I requested in advance that they wear masks. I find the guy working there in our great room -- where our family hangs out, by the kitchen where we eat -- & he's not wearing a mask. I politely ask him to -- he gives me an angry look & says "I'm almost finished." I stand there for a few minutes watching while he goes to get tools, faffs around with the fireplace. I finally say, "I asked in advance for everybody coming into the house to wear masks. We're living here now. My general contractor told me he passed that along to y'all. Did you not hear about that?" He muttered something & kept giving me angry looks. At that point I just wanted him out of our house as quickly as possible. At this point, even if the fireplace still isn't working, I won't have them back in our house. Heck, we'll pay somebody for a full one-two days to drive in from Dallas or San Antonio if that's what it takes. There's been time for companies to adapt to this virus situation -- these guys are deemed "essential" so they've been open this whole time. If they aren't doing masks at this point, it's because they've intentionally decided not to do so. The evidence is clear that people who don't feel sick can still spread the bug. Their website says they'll masks if asked, but obviously there's zero enforcement. I would not recommend this company at this point. If they're not following the policy stated on their website, it makes me wonder what else they're lax about. There are alternatives, like Churchill's Fireside & Patio and others. read more

From Betsy in sales to Raymond who did the final install, the service was superior in every way. Betsy worked on the phone with our plumber to make sure everything was ready for our propane fireplace insert. Raymond went above and beyond to hook up the gas and get our fireplace working. Before he left, he made sure I understood how to operate it. We absolutely love our Ember Glo fireplace insert. read more

Georgetown Fireplace & Patio - Ember Glo working propane fireplace insert - Fireplace Services Near Me - Georgetown, Texas

Terrible! We ordered a custom fireplace door on July 10th (costing almost $4,000), with expected delivery time up to 6 weeks; similar to the other costumers, it took way longer, and finally got it installed today, on Dec 15th (which makes 6 months!). But, delay is just a small part of the issue. Their attitude after sales is horrible. After the sale, they said they will come for taking measurements, and even that took weeks, then they got wrong measurements, hence came again with a pre-cut plywood this time. It was way off with gaps everywhere, hence they took new measurements. And then, weeks passed, I called them back and ask for the status, and they said, they forgot the template in their depot instead of sending it to manufacturing, so have to wait for another 6 weeks. Finally, about 2-3 weeks ago, they called and said they received the door, but even at that time, they scheduled the installation for only today. If it was that much, I would still say not too terrible, but today, installation guy came, with the wrong design!!! We asked for a door without lap (inside the fireplace fit), but we received one with overlap (outside the fireplace fit). We tried to talk to the sales person (Michelle), but she was busy with other customers (for making new sales, of course!) - she was able to talk to the installation guy, but not with us. The direction they gave to the installation guy was to bring to door back, and no refund (we already paid 50%). I was expecting at least an apology that they messed up, and maybe offer some discount, but no, they don't care, and at the end if we don't accept this door, we will be loosing the 50% we already paid 6 months ago. I can understand that demand went up, and they are having difficulty to manage it; but this does not give them right to put their customers into trash. read more

I have also left their service department 2 messages that I needed to place a service call to repair my fireplace heatilator that I purchased with them. It is very unprofessional of not returning calls left by your paying customers who gave you their business instead of going elsewhere. If you do not want to service your merchandises then don't sell it. Very disappointed with their customer service. Georgetown Tx. read more

Great job by Georgetown Fireplace, sales rep Michelle and installer Raymond for excellent start to finish help on new fireplace.

Georgetown Fireplace & Patio had a great selection of fireplace accessories in stock. When asking about additional options, they took me in back where they had many more items available. I ultimately was able to find the accessories I needed, and at an even better price than the online source our service tech referred me to. I'll be back to look at their patio furniture. Thanks! read more

This place is terrible. Dealt with an extremely rude lady named Kelly. Who seemed to not have much intelligence or knowledge of the products. Save your time and money and go somewhere else read more

My husband a I wanted to update our traditional fireplace with a more modern look and found the perfect option at Georgetown FP. We completely took out eberyrhing on the back living room wall. Michelle showed me several different models and went over all the features. I could not have picked one without her help. She also came to the house and guided my contractors on building the frame out. The installer with GTFP was very meticulous about his work and the care he took while in our home and made sure we understood how to work everything. We are so pleased with our fireplace now. It truly is the focal point of our livong room and we get so many complements. Thamks Michelle! read more

Georgetown Fireplace & Patio - Before - Fireplace Services Near Me - Georgetown, Texas

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We have been trying to reach someone to come out and service our fireplace ( that was installed by them!) for a week. We cannot get anyone to return a phone call. We also filled out the form online. This is the worst customer service. Do not expect them to be helpful after your install. Would advise using someone else. read more

We had an amazing experience working with Michelle at Georgetown fireplace. We came in looking specifically for a Vermont Castings stove and she was a wealth of knowledge for us and helped us choose the right one for our space. We were from out of town, so when it came time to install months after the actual purchase, she answered every question we had along the way. We were so happy with our experience, our product and our nice warm home! Definitely ask for Michelle. read more

Georgetown Fireplace & Patio - Vermont Castings, Encore Model, wood burning stove - Fireplace Services Near Me - Georgetown, Texas

I really do want to like this place but very bad experience and their "sales" guy is off-the-charts bad, rude, demeaning...& obviously does not know what he's doing. He's a better fit for Home Depot checkout. I had picked out, with help from their "salesman", a grill that fit into my existing patio grill space, that I was replacing. It was on sale too, great! It was about $100 cheaper than BBQ outfitters so I went with it. Around $2,500 While checking out, they remembered that I NEEDED a heat shield type stainless barrier to go around the grill. Over $500 more but OK, if I need it. This piece was also in on backorder but we ordered it. With tax and everything, my $2500 grill was now well over $3200 plus a $125 installation fee. I got a call about a week later that the heat shield arrived & I was able to schedule installation. Very nice guy, Brad, showed up to install but informed me that it would not fit and then I would need my Granite & stone to be cut. In hindsight this is because this heat barrier that added about 1 inch on each side in the back. Sure would think a store that only sells fireplace, grills & patio products would have known that this thing would not fit with the heat box deal. (I had already been very clear that I needed a grill that fit into my existing space. I even asked again at checkout & was told that this was needed & would still fit. And that it's special order so couldn't be returned otherwise. Well, Brad recommended an installer (independent contractor and top notch fabricator) who came out a little over a week later and cut my granite. He made the cuts for the width quickly, then after discussing my options for depth he said I didn't even need the heat shield all along and that is just an up-sell. He pointed out that I did not have a heat shield for the last 12 years with my former grill. I now have a grill installed that cost me $950 more than it would have if I had just went to BBQ outfitters. I went back into GTown fireplace one last time to see if I could get my $125 insulation comped since I had another person to install it and to get a gas line hose. They said that $95 was delivery & $30 was installation. They refunded me $30 then charged me $35.50 for a hose that would've been included in my installation. Im a 13 year Gtown resident & absolutely support small town businesses but not inept ones. I called & left 2 messages to the owner to explain my issues & give her the opportunity to explain or make-right, but she never returned my calls. To reiterate..The sales guy is the worst I've ever come across in any transaction anywhere. He was also in mgmt or ownership. Install guy, Brad, needs to take his job. read more

Michelle was so helpful with my fireplace project. I actually live outside of Texas but still went to them for the stove I needed because when I called them they seemed really interested in helping with what I really wanted. Everything shipped on time and the stove and pipe are now installed and working and it looks and works Great! I highly recommend them for any project you are considering. SR read more

I can't leave less than a one star rating or I would! Worst place ever! Don't do business here. We are all about spending money local but I'd rather take my chances through anything else than this store. Bought an insert at the end of November for almost $3000. I knew exactly what I needed and we've lived in the same house for 5 years, so I know I need a propane fireplace. Talked to the lady Penny who was nice enough. She explained because of the size of my fireplace and it being propane it would be more money. Ok, it is what it is. We tell her we will be out of town between a certain amount of days around Christmas and she said someone would be in contact. After January started still no call on someone coming out to do the install. I call and tell them so they schedule someone to come out. Someone comes out to install it and he says it's a natural gas insert and that we needed to pay an additional $900 for the fireplace. Super frustrated, I tell my husband and said we paid nearly $3000 so he asked if the manager would be willing to settle since it was their mess up. Nope not a penny less to install it. We decide not to get it bc then it would've been $4000. I look it up online and it's significantly cheaper than our receipt. Here it is 2/27/24 and I've been calling for a refund. Every time they promise to call back-- they have not returned a phone call. I've asked to speak with a supervisor or owner because I want to know where the incompetence is coming from-- if it's trickling down from management or if it's an issue between the sales people. The lady asked me today if I wanted a refund or to talk to a manager because he's busy in a meeting all day. . I said no I want both because he needs to know how this store is being ran. If I ran my business like they do, we wouldn't have one! You can't take people's money for a product you tried to upsell them on and then not refund it when they don't play your sales game. Stay far away from this place! read more

We inherited a 2008 gas fireplace with the home we bought. Every year when the temp lowers in Austin we turn it on. Every year after a few uses the black paint begins to peel off the top of the grill plate. Every year I repaint it followed by it once again peeling and then I paint it again. In total frustration I contacted Georgetown. I sent photos of our tacky looking fireplace so that my frustration could be appreciated. The nicest man, Jeff, in the service dept. called me. He sent me a photo of a new fireplace front that could replace our headache. But unlike your typical service person he went on to explain that if I wanted to try painting it one more time how the metal should be prepped and exactly what kind of paint I should use. Who does that? Jeff was so customer friendly, so helpful. I was surprised by all the time and attention he gave my problem. Georgetown is the best. I will definitely buy my next gas fireplace from these people who really do care about customer satisfaction. Thank you Jeff and thank you Georgetown Fire and Patio!! read more

I purchased my fireplace when building my home. it was installed in 2021. as to date it has not operated correctly. I have had multiple service visits, have been told it is due to multiple things even telling me it was a problem with the propane source. I paid the propane company to come and check my gas lines, all up to par. the interior lighting burned up. on one of the service persons visit I was outside working around my house. I thought he had cleaned up his mess however there was soot on my living room wall and when I looked up at my HVAC vent it was also black. took me hours to clean that up. I am waiting for the light to be replaced but was told I could use the fireplace. I have just turned it off because I noticed something inside the unit has fallen down and the thing is filling with black soot again. I realize things happen but this has been an ongoing issue for 2 yrs now. I spent 10,000 on this fireplace as the centerpiece of my living room. I am very disappointed and would recommend you look elsewhere. During the very cold weather at Christmas it didn't work. Today it is extremely cold and once again, it doesn't work. I called and once again have left a message on the service line. I never know when they will call me back and when they do they don't seem to understand I have a job and am not available any day at any time. Very unhappy and frustrated. read more

We had great experience working with Michelle on the sales team. She helped us pick out the perfect fireplace for our needs. She was responsive to emails and often prompt in her replies. The installation teams were very friendly and clean. The only issue seemed to be some of the communication between the different entities. Overall it was a very good experience and I would use them again. read more

Georgetown Fireplace & Patio - Mendota Full View 42 with cool wall vent system - Fireplace Services Near Me - Georgetown, Texas

After the 2022 ice storm, our 12 year old gas fireplace needed service for several issues, including problems with the remote. The technician jumped in, diagnosed and repaired a couple of problems, and set us up with a new remote to replace the outdated one. We're completely ready for the next ice storm! If the work done by the technician could be rated on a scale of 1 to 10, he would get about a 12. It was amazing. read more

Georgetown Fireplace is the company to work with if you need help on the any of your fireplace needs. They have a great selection, and Michelle in sales is extremely knowledgeable and helpful. The installer, Mike Myers did an exceptional job! Be prepared for any work to take some time. This will be a learning experience, with some glitches but Georgetown Fireplace can handle the job. I recommend Georgetown Fireplace-Patio for any of your needs. read more

I have used Georgetown Fireplace and Patio twice for two different houses. I have used the Fireplace Xtrordinair and have been very pleased with the results. Georgetown Fireplace and Patio works with you to get you the results you seek. They will guide you professionally to make the best choices. Michelle is very professional, a joy to work with. read more

Georgetown Fireplace & Patio - New Fireplace Xtroidinair - Fireplace Services Near Me - Georgetown, Texas

After shopping at several Austin fireplace vendors to replace an old B vent fireplace, I took the trip to Georgetown and boy was it worth it! Michelle took the time to explain all of my options and made this process as seamless as it could be. And after the sale, she continued to work with me until the fireplace was installed (by Mike Myers, her recommendation, who was also amazing). I can not recommend Michelle enough!! read more

Georgetown Fireplace & Patio - Our newly installed Fireplace X with glass in the bottom and river wood decor. - Fireplace Services Near Me - Georgetown, Texas