Around four years ago I decided I want to replace my old dark fireplace with a new natural gas insert. After a long day of work I want to hit a remote turn on the fireplace and relax. After pre-shopping and driving myself crazy, I purchased from Heritage knew when they would do a great job. And they did. The best part of purchasing this fireplace, shopping local, we are well known in Kitsap county and will take care of you. Service after the sale! With the phone calls they came back clean it make sure it was adjusted. Perfect. I had a question about putting something back together, Ned was absolutely amazing and emailed me the user guide to my fireplace which I had long since lost. They are the best. I will call for service soon as I want the fan and the flame adjusted, have them double check everything as they should every few years. I found their staff to be incredibly nice, (and patient with me!) the service impeccable, and the product top-notch. I've lived in Silverdale over 30 years and will only use Heritage read more

Heritage Fireplace Shop - In this picture he's afraid it's time to go to bed and I'm about to turn it off. He's like "no way mom, give me the remote" - Appliances & Repair Near Me - Poulsbo, Washington

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I've been working with Mitch at Heritage. He's been awesome, working hard to get me into the right stove. If you're trying to find a stove for your home, I strongly recommend giving them a call. They're too far away to be able to install my stove, which is a shame. I'd welcome the chance to work with them further. read more

We had Heritage swap out our old 1998 wood insert for a new KUMA ALPINE and connect to our existing chimney liner. The insert swap out took a few hours and the installers where polite with a positive attitude. I had previously purchased all the material I needed to refurbish the old insert for the last 2 seasons ( firebrick, paint, etc. ) before we committed to replacement. Office staff is friendly and accommodating. They do a great job with quoting - in person or through email. I feel that the prices are competitive and I really got a good value on the new wood insert. I buy the pressed wood logs from them as a supplemental wood source - they carry them year round. They will close the parking lot while they unload a incoming log shipment , but just come back in an hour and they'll get you taken care of. read more

Heritage Fireplace Shop - Kuma Alpine wood insert - Appliances & Repair Near Me - Poulsbo, Washington

They did not show up for a scheduled appointment (2 weeks in advance) and never returned 2 phone calls that I made to check on their arrival which never happened. They never called back. I waited for 5 hours. Unprofessional to say the least. read more

Worst service ....they do not stand behind there quality of work thinking it's ok to cause damage to our floor, cause another problem and think it's ok to discount what work they did and then blacklist you from any future service. We have a Lennox propane fireplace that now needs a 3rd repair (new in 2013) knowing that there is no real other choices in this area for Lennox burners. I am very sure this business feels that it's ok to fail and turn the problem over to there clients as if it was the client that caused the issue. No pride in there quality of work what so ever....HORRIBLE BUSINESS WITH THE WORST BUSINESS PRACTICES read more

Ordered in November 2022. Have never installed. Tried calling to check on. First order lost. After that left messages with no response. Until posting this. No communication and they take your money and keep it. read more

I would like to thank the staff at Heritage Fireplace- Derrick & Shaun! My new wood stove is wonderful in my living room! I would also like to thank the crew that came out and did the installation for me. They were on time and very efficient. I even have a Lennox in my rental that was recently serviced by Heritage! The man did a wonderful job while he was there. Thank you guys so much! I will be referring everyone that I know! Thanks again, Steve V I couldn't disagree more with the previous two comments. read more

Shaun and his crew installed a custom fireplace door on our 10-year old fireplace. It was a moderately difficult installation, and Shaun's careful measurement assured that when the custom unit arrived it fit perfectly. I would recommend Heritage to a friend. read more

Heritage and the Winslow family did an awesome job. They remodeled my entire fireplace area, new hearth, mantel, chimney, and excellent real wood burning fireplace built into the wall. House is toasty warm and it all looks great. I highly recommend them. read more

Heritage Fireplace Shop - Appliances & Repair Near Me - Poulsbo, Washington

Good Luck getting anyone to come and give an estimate or even give you a call back. My husband actually WALKED in to ask for an estimate and they said they would call my mother to get her an appointment. Her current freestanding stove is leaking when it rains and is 20 years old. That was two weeks ago, she has called them everyday the last few days and left messages and they can't bother to call her back. She just has terminal cancer but no worries Heritage, I'm sure your store has more worries than to help her out. I highly suggest calling other places if you really want any service. read more

I could not agree with Julia D more!!! The customer service from beginning to end was deplorable. I urge you to call ANY other fireplace company before you shop here. There are two in Seattle that I know of personally that travel to Kitsap. The sad thing is the service is so bad and personnel so apathetic here that from my experience I sense a negative review means very little to this company - but I am taking the time to write it for other consumers. The fireplace itself is beautiful and the installation team was professional but if I had to do it over again the aggravation I experienced from the customer service angle is NOT worth it. In short - I was supposed to receive my fireplace in 3 weeks and it took 8 weeks to arrive. During this time I was patient and checked in periodically but each time I contacted them I was told they had called to check on it and were waiting on a response. It was not unitl weeks 5,6,7,8, that I started to request they do more to solve the fact they had no idea where my fireplace. Nothing beyond phone calls to the same people was being done to locate it. I repeat, despite my requests to track down, make phone calls or otherwise provide assistance for a consumer paying $4,000 for one of their retail products I was being stonewalled with responses like I left a message I haven't heard back. Common sense would tell you if you have a product gone missing, a waiting and increasingly frustrated customer and you are the salesperson you should dig deeper, widen your circle of calls, go to the root of the problem. I was actually told by the salesperson Shaun that he didn't know who to call!?? That was it for me - I was incredulous. I asked the name of the manufacturer and after a single call to their corporate location I was immediately connected to the head of manufacturing at IHC!! Now, how could I as the consumer find this information but the retail outlet selling it doesn't have any idea how to do that? Within 5 days of my phone call to the head of manufacturing I had my fireplace! Hmmm. Yet all I was repeatedly told by Heritage was they could do nothing, but wait! Buyer beware. Take your business elsewhere and save yourself a lot of headaches. read more

The follow up by these guys is deplorable. Not recommended at all. After selling me an expensive stove, refused to spend any time here showing me the details of how it works. They have no idea of what good customer service consists of, are haughty, and unwilling to satisfy customer needs. The installers were dumbos, rolled their eyes if I asked questions about certain working aspects of the stove. Just in a hurry to install and leave. Don't use these people if you have any other viable choices. They are duds. read more

My husband and I had a great experience with Shaun at the Poulsbo store. I was referred by a friend who bought a stove a few years ago. The lady I was referred to see there (Joni) retired, but I got Shaun instead. He is so nice and knowledgeable. He was there upon install too and gave me great tips on heating and building efficient fires. We had no issues and have nothing but great things to say. We will be back for logs this winter. Thank you very much. read more

We've had nothing but trouble with a gas fireplace insert that this shop sold and installed. The model they installed turned out to be a lemon. According to their own service techs, who have come out for service calls every year since 2011. These weren't routine maintenance; it was something failing with the unit. They never took responsibility for putting in a lemon nor offered to replace it with a different model. Their last service call cost us nearly $500! When I asked for a call back from the owner, their service manager said that wouldn't happen! Nice guys, ha? Next time we'll call Washington Energy Services (bought from them in our former house, never had any trouble with their product/service) and save ourselves the money (and the grief). Do yourself a favor and do the same thing. read more

I would have given zero stars if I could. This has been such an ordeal in such proportional levels that I can only wonder how these guys are still in business. They are dishonest, provide inadequate service . My hope with this review is that someone considering starting there own fireplace shop should do it immediately. A brief bio. My family and I resided in Poulsbo for over 19 years, and 15 of those included using 2 Vermont Casting Gas stoves that we purchased from Sean . My husband was always diligent with routine maintenance and we had no issues with these stoves... ever. So when we got a call from our renter( we just moved and turned our primary into a rental) that the pilot light wasn't staying on we thought no problem it's probably a thermo- pile issue. Well after sending his " installer", Sean tells us we needed to replace our whole control valve. Fast forward about a week , were are told that there is no control valve to be found..Apparently Vermont Casting was bought out and a few parts were not made anymore. Furthermore," There is nothing we can do, you will need to get another stove". So here's where I really start losing faith. First I detect that they had been looking for the wrong stoves part as he kept using the downstairs models as the one being looked at( it was not the downstairs model) .The repair/Installer, did not even document or verify the model when he came to troubleshoot. After that was cleared up I did some research online and within a few hours located 8 of these original parts . I bought two for myself and told Sean about the rest. He ends up buying them. Great! All is good. Well , his " installer" comes and puts in the part ( this is in December). Fast forward 6 months later and my tenant, whose husband is on shore duty for 6 months, and has two little ones , tells me she smells a little gas. I call CNG immediateley and sure enough there is a leak . I call heritage , they come out and detect no leak.HMMMM? Another week goes by and my tenant smells gas again. CNG comes again and this time they document where the leak is, and the level of leak.. . We call Heritage and they come , again no leak detected. While they are at the house I call CNG , out of frustrattion and concern for my tenants, and they tell me that I need to tell Heritage that it needs to be fixed. and that although their(Heritages) equipment may not be detecting a leak , CNG uses higher , more sensitive equipment and is more accurate. So Sean instructs his installer to replace the control valve.( he lovingly calls them his "golden nuggets") . However after he installs it , the installer/repair guy states that the stove is going on and off without him doing anything.. The installer then calls Sean and Sean is livid and tells him that he needs to remove the control valve and that he is not going to use anymore control valves on this stove.. ( they cost roughly 250. each.) So he leaves my tenant with a nonworking stove , no explanation, no heat, turns off the gas on the stove and takes his valve with him. I hear from Sean roughly a week and a half later. No apology mind you. We exchange a few words. My tenant then gets a call from the repair man who tells her that I am going to buy another gas stove. In the meantime , I am reflecting on this whole incident and realize that the installer/repair guy has really not done any real diagnostic and he appeared to be calling Sean a-lot. So , counting my losses with Heritage.. It cost me roughly 550.00 to deal with them , I look outside of the Poulsbo area to get a second opinion. I have a gentleman in Tacoma ( who is highly rated for his diagnostic care ) come out . After spending a good 1/2 hour checking everything ( I mean everything) He finds that the control valve that we purchased is fine , the coil to the pilot light is what is the problem. He replaces it , and the stove has been working fine ever since.. I confer with Michellee, Buyer beware!. Take your business elsewhere .. You will not be disappointed. Feel free to reach out to me for a referral. read more

As I said, one star is WAAAAY too much for this business. I called them back this morning and talked with "Michael". He had misinformation ... I did not hand gloves to the repairman and I did not have a crushed chimney when he came last week. When I tried to tell Michael that the glass they put in last January was faulty ... as Cisco, the repair guy then told me the glass did not fit, but he would "make it fit" .. well, I have build-up on this glass ...NEVER before for 20 years was there a build-up. The Heritage Shop just replaced a cracked glass from an accident. There was no "external burner adjustment" ... as I was told that was why there was a build-up on the glass. Michael hung-up on me. As if you can hang-up on a customer and expect that is okay. Please, do NOT go to this shop, unless you want to be yelled at, told you are wrong and then someone hangs up on you. read more

I have dealt with Heritage a couple times over the last couple of years and every experience has been flawless. Most recently I dealt with Sean. He came out quickly which was amazing considering it was January and our propane fireplace went out which is our main source of heat. He found the problem quickly and was very knowledgeable. He was even giving me pointers on cleaning and maintenance for future. The entire experience was amazing! Thank you Sean!!! read more

Our furnace blew up and we had no other source of heat. Johm and Shaun got our new stove i stalled within a couple of days. Very easy from start to finish. Love our new stove. The installers were very nice and quick. Thanks again Heritage. read more

My wife bought me a Big Green Egg from Heritage for Christmas, the flavor of your food is without a doubt the best one could ask for. Aside from that I have had two different concerns with the EGG, one was a definite product issue and the other was possible operator error and both were covered without question. I am so impressed with my experience with Heritage Fireplace Shop in Poulsbo, I would, and have, recommend the to anyone. They are a very helpful and friendly group of "Egg Heads" read more

I would like to give 5 stars to Heritage Fireplace Shop in Poulsbo. We stopped in knowing we needed heat for our beach house. They took the time to explain wood, pellet and gas stoves to us. We were able to make an informed decision from there. They had several types of each in their store as well. The introduction, purchase, installation and follow-up were awesome. Our new propane fireplace was installed soon thereafter and we could not be more pleased. If we decide to purchase a fireplace for our home, we will definately stay with Heritage Fireplace Shop in Poulsbo. They have been at this a long time and their knowledge and customer service are outstanding. M and V in Federal Way. read more

Would highly recommend doing business with Heritage Fireplace Shop! Mitch helped us update and select the best products to install in our two existing fireplaces. Shaun sent out a terrific instillation team. Professional, efficient, and reliable. Bob & Jaynie read more

Shawn made buying my first pellet stove a pleasure. He was very helpful and didn't try to sell me something that I didn't need. And gave a awesome deal on my stove. Thanks Shawn you guys are a first class business read more