Over 10 years ago I replaced my fireplace with a gas insert from On Fire. They were excellent then and again recently when I called for normal maintenance service. They have an excellent technician, Renee, who has been working 40 some years in this field. He is an outstanding professional service provider confirming my original choice in On Fire. I can confidently recommend this business. I read more

If you are looking for honest advice and someone that really knows his fireplaces; ask for Andy. I went to 5 fireplace stores in the Bay Area and Andy was by far the most competent and helpful associate I met. He went out of his way to be kind and help. I saved $1,000 because of his advice. read more

The people that work here are awesome. They spend the time to explain the features of every type of fireplace. We were looking for a remote controlled starter and the gentleman spent 30 minutes telling us the pros and cons of each. I was really impressed. I have the installers cards and will have them come out to assess my current gas fireplace to see if I can do the remote start. I would highly recommend this business. read more

I bought a Kozy Heat insert back in 2022, thru On Fire. Staff answered all my questions, and set up delivery and provided several options for installation. We chose to use Scott Poulson Plumbing. He confirmed the size fireplace that would suit our needs, returned on the appointed date. Poulson will return to service, clean your fireplace for a reasonable price. When we had an issue, 2 years later he returned and promptly took care of the issue. on time, professional. I would highly recommend Scott Poulson Plumbing install your fireplace. read more

On Fire is the place to go if you need new gas fireplace inserts. We bought two to replace the ancient ones in our house. They showed us a few options and explained the pros and cons of each brand. After we chose one, they even recommended a few installers to help us install it properly. They always answered our emails/voicemails quickly. They are professional, competent, and a solid local business. It's a no-brainer! read more

I chose this company to use for my fireplace installation as they were so friendly, helpful, and I felt very confident about the work they would do. Their installer Scott is also great. Everything was done as expected, and in the timeframe that they said. The work was done well, the fireplace works great, it looks really nice, just what I wanted. I would highly recommend them. read more

On Fire - Fireplace - Fireplace Services Near Me - Santa Rosa, California

Where do I begin?!? Harrison and Scott Poulsen!!! Excellent Customer Service and a spectacular Kosy Heat Insert fireplace! Harrison and Scott educated me every step of the way to converting my wood burning fireplace to gas. I'm a widow and no one talked down to me or oversold me. On Fire is a fantastic company! read more

Purchased a valor fireplace from on fire co. And they had sent a man to install it. It looked good. But after awhile it stop working GUESS WHAT they don't service what they sell. Its been two years now and after calling the manufacturer nobody services this fireplace. Don't buy from on fire and don't buy a valor fireplace. I did not choose the installation contractor on fire did and when I attempted to call him back to fix the fire place he would not respond. I then called on fire again and they refused to be responsible. read more

Over the years, we always return to Eleanor and her team to help us. We recently moved to a older home and had questions on how to use the gas Kozy heat insert and remote. On Fire installed the insert originally in 2009. Adam and Eleanor explained "the how to" over the phone and she remembered our name from previous purchases. Always helpful, they understand how to build long term relationships and we like supporting small family owned business's. read more

Many thanks to Harrison, who we called today to help us figure out why our fireplace wouldn't turn on. We had bought the home a few years ago, but thanks to On Fire's excellent records they found the previous owners account, new right away which model we had, walked us through how to fix it and emailed us the correct manual. In addition, he gave us the contact info for two service people to get a tune up. Within 10 min we had the problem solved. Harrison was super nice and dedicated to meeting our needs! read more

We went to On Fire as our first stop shopping for a fireplace insert. We didn't bother to go anywhere else. They were knowledgeable, professional, and warm (sorry). We then contacted a plumber (Scott Poulson) about installation, and he soon met with us in our home and reviewed options appropriate for our home and fireplace. We placed the order, and Scott installed it for us. We couldn't be happier. The degree of professionalism and competence was impressive! Thank you!!! read more

GREAT customer service. They were busy, so I left a detailed message on their answering machine about what I needed. Even tho they knew they would not be profiting by returning me call, they did. How could you ask for more reliability and great customer service than that? Look no further, these people will take good care of you. read more

The entire On Fire team made the selection process for our new fireplace a pleasant experience. Adam, Linc, and the team were professional, patient, and friendly while we reviewed different fireplace and mantel options. Everything worked out just the way it should and all the pieces came together for a beautiful fireplace. I highly recommend On Fire for an enjoyable buying experience, quality products, and a fair price. read more

On Fire - Fireplace Services Near Me - Santa Rosa, California

Thank you On Fire for fixing my insert issues. I had a issue with my insert and On Fire honored the problem.Thanks again.

They exceeded all my expectations! After shopping for six months I decided to go with On Fire as they were consistently the most consistent. From their product knowledge to the installation contractor, they truly exceeded the competition. I couldn't recommend any other! read more

My husband and I were looking for fireplaces and visited this store because it is well rated and we were in the area. The person we spoke to, Eleanor Butchart, was knowledgeable and very helpful. She asked us questions and guided us to what we were looking for, which was a vented fireplace system. She explained about the mechanics of remote controls and why they recommend the Rasmussen brand. When we started asking about installation I mentioned that we live in San Francisco. She promptly suggested that it might be better to buy a fireplace system from a store in closer proximity. She even wrote down the names and addresses of four stores. She said that the relationship between a store and customers is important and more sustainable when the store was nearer. This store and Ms. Butchart deserve commendation for excellent customer service! read more

This has been our first winter to use the newly installed gas fireplace. The only negative is: it does NOT cover the area that they said it would. You have to actually stand on the hearth in order to get warm. If I had known this, we probably wouldn't have purchased it. read more

We had done some looking at other stores in Santa Rosa, ended up at On Fire as our last stop for that day. We had been looking at gas fireplace inserts and thought that was what we needed/wanted. However, when we got to On Fire, the young man told us, after he asked what we needed, that what we probably really wanted was a gas log. And he was correct. A lot less money and will actually give us what we were looking for, mostly for atmosphere and not heat. This is a lovely store and after we ordered our gas log, they told us how to personalize our gas log and fireplace area with decorative additions to make it look like a real fire. Hoping for a cool winter so we can get that atmosphere I was looking for. read more

ON FIRE recently helped us with updating our fireplace and we were so incredibly pleased with both the experience and the result. They were so professional, responsive, and timely with the project on hand, and made this home improvement project very easy on our very busy schedules! I would definitely recommend them to anyone looking to replace or update their fireplace - Thanks again! -Jeremy King read more

On Fire - ON FIRE! recently helped us with updating our fireplace and we were so incredibly pleased with both the experience and the result! - Jeremy - Fireplace Services Near Me - Santa Rosa, California

On Fire not only helped us but may have saved our lives! Not hyperbole, we were in a rental house in Sonoma County with an illegal gas log insert that was not ventilating: 407ppm of CO in the house! Eleanor (owner) diagnosed the problem, sent an installer and documented the entire issue. Her help enabled us to confront the landlord and terminate our lease. Heroic, compassionate and professional help! read more

Purchased a Lopi fireplace insert. It doesn't always function and it used up batteries. It's not even a year old. Either the unit is bad or the installation. Not sure. But don't get a battery operated unit unless you have to. And maybe consider another manufacturer. read more

Owner Eleanor and staff did a fantastic job in helping me to figure out what I needed for my back patio. She gave me great advice and ordered exactly what I needed. Andy, and other staff brought the patio furniture to my house and set everything up for me. The furniture looks great, is comfortable, and perfect for the space. I'm happy to have purchased the furniture there, would definitely buy other items from their store, and I highly recommend them!! read more

Came out on time, clean installation and removed the old one perfectly. Had an issue with the new stove and they came out and fixed the problem. Husband and wife team, personable and thorough. Highly recommended read more

I recently purchased and installed a Valor H5. On Fire was great to work with and very helpful

Highly recommend "On Fire". Customer Service here is friendly and everybody is easy to work with. Will refer to all my friends!

On Fire provided great customer service from the beginning of our fireplace journey through the installation of our beautiful Valor freestanding gas fireplace, which has completely transformed the living room of our new home. Everyone was cordial and provided a great deal of information, never upselling me but making sure I knew what was available. On many levels you do not want to cut corners on this type of purchase -- safety, esthetics, etc. I hope they were not affected by the fire and if they were that they come back stronger than ever. read more

Went there on Sat looking for a Lopi stove..walked around the showroom for several minutes before leaving! Not one person approached us to help! Lady at the counter didnt even lift her head when we walked near her. Yes there were other customers..but to Be completely ignored was so unprofessional & RUDE! read more

I needed a remote control for a gas fireplace insert and was having some difficulty finding the serial number so I'd know which remote to order. Linda at On Fire was SO helpful and really went above and beyond to help me with my problem. I ended up with the correct remote control and for about $300 less than I thought it was going to be! Their showroom has some absolutely gorgeous items and I can't recommend them enough. read more

One of the first things we did after purchasing our house was to convert our inefficient wood-burning fireplace to gas. On Fire helped us pick out a model that was perfect for our needs, recommended great gas plumbing and electrical experts to get things set up, and did a wonderful and professional install job. Everyone we dealt with was fantastic! More than a year later, our fireplace is our favorite investment that we've made in the house. read more

I haven't bought anything here yet, however, when I went in to get information about the gas inserts that people put inside of the fireplace, they gave me a ton of information. I knew NOTHING about the product and the salesman explained their inserts without making me feel stupid. Their prices are comparable to other stores, but with a positive attitude. read more

I was politely greeted by Gene and he showed me the difference between an insert and a fireplace. He also showed me how were operated. Gene provided me brochures explaining all of the options available. I went to a competitor on the same day. I did not receive the same service as I did at On Fire. I immediately went back and ordered through them. I'm so happy I did! Maria read more

My husband and I had been to several other stores trying to find a gas fireplace insert. We really only knew a little and weren't sure what would be the best option for our situation. After going to a few stores in the area we went to On Fire. We were quickly greeted by Brian. He was very attentive and took the time to help us. It is so refreshing to go somewhere and have people know what they are talking about. We ended up finding the perfect Valor insert for what we needed! Coming back in a few months to have Brian help us update our patio with a new grill and patio set! Thank you On Fire and Brian for a great experience! read more

Such a friendly and honest place. I made many calls, and they were always courteous, patient and knowledgeable. No up-selling nor hard selling. Just good advice on what to get, and an excellent recommendation in their installer Kevin Smith. I now have a lovely looking gas log fireplace. I heartily recommend them. read more

We have been looking for some outdoor chair cushions and stopped in to see what On Fire had in the way of fabric. They didn't have the cushions that we had in mind, but Linda, who guided us around the store, was uber helpful. So helpful in fact, that we walked out the proud new owners of an 11 foot tilting umbrella that was exactly what we needed even though we didn't know it, and at a terrific promotional price. Linda let us take it home on approval to be sure it fit the space and went with our other outdoor furniture -- no problem. The store has very nice products both on the stove side and the outdoor furniture side. Highly recommended. read more

The store seemed really nice but waaay out of our price range. We were looking for gas logs and there are many available other places. But, if we needed more assistance and professional help, it seemed like the folks there would be nice to work with and know their business. read more

Extremely helpful and easy to work with. Not sure how to give it 5 stars Bc it was so simple and low pressure. Everything was delivered and installed and now my home is nice and toasty!! read more

We bought a fireplace 4 years ago. We had a troubleshooting problem 2 years ago . The person who took care of me was very helpful and did not try to sell me anything . I had another problem recently same kind of service very competent . I will have to buy a fireplace for another room soon , it is definitely where i will buy it and i will refer this people to all my friend . read more

They get an F for customer service. Not only have I emailed often and never heard back, but when I have called for help no one called me back. Yet more than not we see them advertising their great service. Whether they can help or not they should at least return calls or emails. Thanks but no thanks. read more

Our 1997 vintage gas fireplace died the spring of 2014. It was also time to replace the front face to get rid of that dated brass look. After shopping around for a repair facility we visited On Fire. They were one of the few that were very knowledgeable, Helpful and took the time to discuss/understand our problem. Linc was excellent, first recommending a repair specialists (Kevin B. Smith, Handyman gas fireplace specialist) to see if it could be fixed. Linc later helped us select a new front or 'reface' built by Stoll. Kevin did great work and helped us find another specialist (Leo at Ignite) to repair/replace the units electronics. Great team work! End result: fair pricing and fast, accurate service for the repairs and updates to the old unit and for the custom reface. The new face looks great! We highly recommend them all! read more

My fireplace insert was installed in June 2018, and the finish started peeling off of the front by February 2019. I sent photos of the problem to Lynne Smith of On Fire. She quickly checked with the manufacturer who refused to cover the damage, but she ordered a new front piece for me at On Fire's expense. Shame on the manufacturer for not covering something like this! However, I applaude On Fire's business ethics for standing behind the products they sell, even at their own expense. I won't hesitate to buy from On Fire in the future, and I have two more fireplaces to do. By the way, Scott Poulson is the most amazing installer of these inserts ever! You have to wait four months for him, but he is well worth the wait. I had a similar unit installed at our Tahoe cabin, but Scott Poulson's work on my Novato home was far superior. No cord coming out the side of the unit to plug into an outlet! He drills a hole in the bottom of the fireplace and makes the electrical connection out of sight in the crawl space under the house. Also, he measured and ordered the perfect custom surround so that the unit front fits inside our fireplace. At the cabin, the installer has a big black metal plate that sits against the front of the rocks of the fireplace. After seeing Scott Poulson's installation, I am not happy with the Tahoe contractor's work at all. And, Scott Poulson is fast! He was in and out in only a couple hours. read more