We recently had a service call from Todd at Olympia Fireplace & Spa, and I wanted to recognize the outstanding service we received. To be completely honest, our experience with the sales department was disappointing and did not meet our expectations. However, the service department has been exactly the opposite. Todd was professional, knowledgeable, courteous, and took the time to answer all of our questions. He arrived on time, thoroughly diagnosed the issue, explained what he was doing, and made sure everything was working properly before he left. It's refreshing to work with someone who clearly takes pride in doing the job right. While our purchasing experience left us with concerns, the exceptional service we've received afterward has restored much of our confidence in the company. Todd represents Olympia Fireplace & Spa extremely well, and the service department deserves recognition for the quality of customer care they provide. Thank you, Todd, for your professionalism and excellent work. We truly appreciate it. read more

We recently decided to trade out our old wood burning fireplace for a new gas model. If, you are considering something like that you should feel good about calling Olympic fireplace, From the moment I walkedinto their office I was being helped, From picking out a fireplace to running new gas line . I now know the ins and outs of gas fireplaces , These people also sell Swim spas, Thank you Maury Dixon read more

Todd was great. He was here to install a fireplace blower at our new house. He cleaned up a little bit of a mess that the contractor left too. He installed and adjusted the blower then put it all back together. He was really nice and really knew what he was doing. Gave me some advise on maintenance too. Highly recommend. read more

I want to say some good things about Olympia Fireplace & Spa! They are nice people to deal with and their Tech, Bobby Allen is a joy to have in the house because he's so nice and really knows what he's doing to maintain and/or fix our Lopi gas stove! He was last here in Dec. 2023, and I planned to write a great review then, but we had a death in the family, so I am finally getting around to it! We recommend them highly for great service! They are good every time we have them here, which has been many years! You would be happy to have them help you out! Sincerely, Mrs. P. J. Sanders, Olympia, WA 2-24-24 read more

I try to spend my money locally and support local businesses. Unfortunately, this was a complete failure. First they're closed on Monday, which isn't the end of the world, that's fine. I called Tuesday morning I gave all of the info for exactly what I needed and it should've been a simple transaction but instead the employee put me on hold multiple times while getting a little bits of info each time. At the end, I figured I would be paying and going on for my day, but that was not the case. They said they would call me back, but never did. 15 minutes wasted, mine and theirs, because the employee could not follow through with a simple order. Placed the order with an online supplier in less than two minutes and about 10% cheaper. read more

Wonderful service. I reach out about getting residential fireplace serviced, wait a week and get a message that they are unable to assist. Too busy, short staffed, etc. Could have saved me a week with a simple message stating that you were not taking on any new customers now. I wouldn't have waited a week to go on to next option. Thanks so much! read more

Manager called back. Gave me steps to try. Fireplace is now fixed.

Gas fireplace installed yesterday. We are very happy with the fireplace and the instillation. The salesman Eric was knowledgeable and responsive. We shopped 3 different stores and found their inventory and prices the best. read more

If you need a stove or fireplace, find another supplier. I needed a very simple service on the unit they sold, and they wouldn't service it, and wouldn't help me find anyone who would. They said "they couldn't assume the liability" in case they broke it (the manufacturer doesn't make the glass replacement anymore). It's not apparent why there is risk of breaking glass to just bleed a gas line, but whatever. The point is, they did ABSOLUTELY NOTHING to help me get the unit working after I had moved it out of the family room to get the floors redone. Their specific words were "you really should buy another stove." As it turned out, all I needed to do after reconnecting it was to hold the pilot button in for some length of time, and then press the igniter. They couldn't even tell me to try that! read more

We were into the store on a Saturday recently. Talked with a salesman who said he would get back to us by the following Wednesday. In the meantime we were to send photos of our existing fireplace. We were motivated buyers but we left feeling they were not motivated sellers. When we were not contacted by the following Saturday in spite of sending pictures as we had been asked, we went in to another local fireplace supplier. Within an hour we had purchased a fireplace with the in-house visit scheduled for three days later and installation expected in seven weeks. Still no contact by Olympia Fireplace. read more

Do NOT buy products from this business. THEY DO NOT PROVIDE SERVICE AFTER THE SALE. I purchased a home with an expensive catalytic fireplace insert that I wanted to have inspected. I called the manufacturer, they told me the model and where it was purchased and told me to call the seller for service. I called Olympia Fireplace and was referred to a chimney cleaner even though I was very clear (on my second call) that I needed the blower fan assembly inspected. Haley assured me they use A-1 Chimney for their service. Thankfully A-1 returned my call to explain their business does NOT include fireplace insert inspections and servicing. My advice, before you buy any fireplace insert or wood stove in this area, make sure you KNOW if the company actually supports the product after the sale. read more

I stopped in here to ask some questions and potentially buy some parts. The guy behind the counter acted like I was complete waste of his time. Not only was I a complete waste of his time but he seemed to want very badly to make me feel stupid in the process. He also attempted to make it clear that unless The parts I needed were pertaining to a previous purchase I had made with them, he had nothing much to say to me. In other words, if you are looking for parts, troubleshooting advice or help understanding anything fireplace related, he's not interested. read more

So, we purchased an insert fireplace in January. We were confused about the lax attention to customer service and mask efforts. They took our purchase $ and a date for delivery. February came, COVID was stated as to why a part wasn't ready. Waited, no call. Waited, called them, not yet. Waited, no call. Waited, called them, not yet. So April 17, keeping fingers crossed, we will Get a call. They seem perturbed to communicate with us. Took $, very poor follow up and customer service. read more

We had a wonderful experience with this company. I'd recently purchased a home and needed the gas fireplace insert cleaned, serviced and basically make sure everything is working smoothly. I had a competitor come out initially (Chehalis Sheet Metal) who did little more than open up the unit. No cleaning, apparently just a visual check to the tune of $60. It wasn't the safety check I was looking for. Called Oly F & S & they sent out the nicest fellow by the name of Todd Bunce. Todd made sure to put out a tarp and for the next 2 hours proceeded in dismantling and completely cleaning the unit. He explained how things functioned, answered any questions we had and generally did a fantastic job. The bill came to $150 as quoted but money well spent. The insert works better and we feel comfortable that it's safe. Thanks Todd, see you next year! read more

I called this place to get a quote. The guy acted annoyed that I called. When I asked about an estimate or pricing he said he would have to see it. He told me you have a nice day and hung up. Did not ask if I could send picture for a quote or if someone could come out, nothing. I guess they don't need the business. read more

My wife and I purchased a pellet stove from Olympia Fire about 10 years ago, and have been doing business with the company ever since. We have found the entire staff to be, courteous, honest and helpful. When we call Jason in the service department, he is always very helpful in scheduling service or in finding us the right part at the best price. When I called about a month ago to schedule our yearly stove cleaning, Jason gave us their "summer special" price, weeks before the sale was advertised. He offered the deal before I had a chance to ask about specials. I was impressed. We've also been very pleased with the field technicians who've come to our home for repair work. Early on, we worked with a gentlemen named Ryan, but have had Derek the last many years. Both men have been professional and are very good at what they do. The techs are always careful when they work on the stove, and lay down numerous drop-cloths, to protect from any soot getting on surrounding furniture or carpet. Derek has also been honest and never tried to sell service I don't need. When he was out last week to clean the stove, I mentioned the fan was starting to make noise. He checked it out, said the bearing was probably wearing out, but said I didn't need to replace the fan any time soon. I opted to get it swapped out anyway, so Derek ordered the part. When he came out a week later to replace the fan, he didn't charge me any labor! Even though it was a separate house call, Derik said they would just add the fan cost on to the previous week's cleaning invoice, and wouldn't charge me any labor for the fan swap-out. I was pleased. We've had great service and support from Olympia Fireplace, so it's easy to give this business five stars. read more

Good place to buy parts for our pellet stove purchased here....BUT don't use their service as they can't even bother to service Anderson Island. Great, fast service was no problem for a company in Auburn however! read more

I am very pleased by the repair work Jon Moe did on my ga s stove today. It was a difficult job to fix, but Jon kept on trying to he managed to fix the old part instead of installing a new one. Thank you Jon, Annie Schlipphacke. read more

Just had my annual Gas Stove service done by Joe M who did a very through job and went above and beyond to make sure everything was working well for the coming winter. Joe was very friendly and professional and was good at educating me on how to clean the glass between services if needed. Thanks Joe! read more

LOUSY SERVICE - they screen phone inquiries for service in an apparent attempt to only take on the very easy jobs and avoid anything that may be too challenging. read more

They service both of my pellet stoves and my jacuzzi and have been fantastic. Personable and patient technicians. I really like these guys.

We've purchased a spa, two barbeques and two fireplace inserts from Olympia Fireplace Supply. We've always found their product quality to be top and their service is exceptional. You can tell when you walk in the store that they know their products extremely well. It's old fashioned service with new, top of the line products. Great place. We have recommended them often. read more

Derrick came over to work on our gas fireplace and the service couldn't have been better! He knew exactly what he was doing, explained what needed to be done, and the cost was reasonable (he even used a special embers to make it look better). We've gone from crossing our fingers every time we turn on the fireplace to hearing it light up every time. Highly recommended! read more

It was easy to schedule the repair. Very friendly. Since I just moved in to this house, and I did not know what was wrong with my gas fireplace..I I knew was It did not work! The repair was done smoothly and quickly. Thank you! read more

We recently had a ductless heating system from Olympia Fireplace & Spa installed in our vacation home. We didn't know what to expect and definitely aren't techies so when we were unable to get the system re-set for our comfort, we called them. (We had a tutorial before they left so they did cover that!) They tried talking us through it over the phone and when we were still unable to get it working, Bryone, the owner, arranged to have his installer come back out. Turns out there was an issue with the system that wasn't apparent until it had run for several hours - they quickly ordered a needed replacement part - sent a tech out AGAIN, installed it and he stayed until he was sure it was working and, most importantly, was sure WE could work it! All at no additional cost to us. Total customer service and hat's off the Bryone and his crew. We're customers for life. read more

It's a great place to buy a pellet stove, installation was fast. When the stove stopped working it took them 8 days to send out a service tech although we told them the stove was our only source of heat. Only took 20 minutes to fix however our house was freezing cold for 8 days, no options provided. More than willing to pay overtime however not an option. read more

We had an issue with our fireplace flickering out within a minute of being turned on. From a recommendation of a neighbor, I called Olympia Fireplace & Spa. The gentleman that was assisting me was very patient with me while we were on the phone. I was watching my newborn, my dogs were barking, and I was getting an incoming call all while trying to get an appointment scheduled for servicing. After explaining the issue we were having, he told me it was likely an easy fix that we could do ourselves at home. Sure enough, it fixed the issue!! This saved us 4 weeks without a fireplace (I'm not surprised they are booked out this far in advance with the service they provide!) and a significant amount of money. They could've easily charged us for a home visit instead of taking the time to discuss it with me over the phone. I was extremely impressed with their service: polite and professional. I wouldn't go anywhere else! Thanks so much! read more

Disappointing service. They came in August to service the fireplace, and sold my wife a remote to turn it on, as if walking to wall switch is harder than finding a remote -- despite the half dozen buttons it is really essentially an on/off switch for the way we used our gas fireplace. The guy was professional and showed us how to turn on the pilot light etc. when winter came. In mid-Oct I turned on the pilot but could not make the main flame light. I called and a nice woman on the the phone walked me through all the things I had done on my own that hadn't worked, and said she'd have to schedule a service visit: one month later! This is a fireplace they serviced that hadn't been used since they had been here, and they can't get a tech to fix it for a month. That's lousy service. When the tech came today, he rotated one nob, and it started. He said I had only turned it to where it to the first stop, when it needed to go past a small click. When I asked why it was the person on the phone hadn't told me to rotate that nob past the click, he said she was new, having only been there a few months. Wouldn't any organization interested in decent customer service have a written protocol that includes anything that can be fixed by turning a nob farther? The tech said he would try to reduce the bill because he really didn't have to do anything, and he was able to call and get it moved from $130 to $50, but it would have been zero AND we'd have had use of the fireplace for the month had their service been competent in the first place. read more

Being a first time customer with Olympic Fireplace & Spa, I hadn't a clue what type of service to expect from your company. However based on the over the top customer service provided I needed to convey our sincere thanks to your service representatives Heather and Joey M. I scheduled serviced for an older Lopi gas fireplace for a home we recently purchased, which was performed on 9/13/18. Joey arrived as scheduled and after breaking the ice with a quick prank (mistakenly left tools at shop...Not) went right to work, he unquestionably knew his business and was extremely courteous to both my wife and I. Not only did he answer all of our questions and concerns he also provided us with additional information including cautioning us not to over tighten the glass retaining screws after cleaning the interior glass. The price quoted for the service was the priced paid! You truly have a great asset in Joey, as his customer service was extraordinary. I look forward to doing business with your company in the future. Jim & Veronica Lake Limerick, Shelton, WA read more

Joey was so helpingful and accommodating. He made sure that the pellet stove was functioning well and went above and beyond to make sure there were no issues. read more

I had a leak with the recent stormy weather. I called and they informed me the call out price was about $140. They showed up and fixed the leak in 5 minutes and still charged full price. They installed my stove 2 years ago and let me know that they have a new way of fixing the seals in the stoves. So that means they are just waiting for people like me to call them to fix the old way they did things. It seems to me being more proactive by calling old customers and giving some type of deal for the 5 minutes of work would get them more rave reveiws. At a minimum they could have told me what to do then I could have tried to fix it and if that didn't work then I would call them. Next time I will be calling around to find a company that is more customer friendly. read more

I spent a good deal of money on a wood stove with the intention of using it to supplement my heat in the winter. I use it very occasionally and have built maybe 15 fires in the stove in the three years I have owned it since purchasing it new. On the coldest day of the year, the door gasket came loose and fell out making the stove inoperable. I removed the door and took it into the shop to have it repaired. Jason in the service department told me it was a repair I could do myself and offered to the sell me the products needed to replace the ones that failed. My complaint is this: Why was I not informed that I spent thousands of dollars on a product that is known to fall apart and be inoperable after only 3 years of use (I was told replacing the gasket is normal after 3-5 years)? This information is nowhere in the maintenance manual. Also, Jason, if it's such an easy repair, why didn't you offer to fix it while I was in the shop with the door? Poor customer service, poor product quality. Don't shop here. read more