Technician Matt Tombers came out yesterday and did a tune up. He resolved an issue I had with my fireplace within the first five minutes. Fireplace now working like new Thank you Matt read more

Installed a new fireplace insert for us. Everything was done quickly with no disruption. Will Mew and his team were extremely professional and explained the functions so it was easy for us to understand. We highly recommend Southwest Fireplace! read more

Southwest Fireplace - Fireplace Services Near Me - Aurora, Illinois

Mr. Mew did a real professional job. He kept the work area nice and tidy. Final cleanup left the area in good condition. He clearly explained the workings of the fireplace. ​ read more

Will and Chris were very efficient in installing our fireplace logs. Very friendly and informative. We were very please.

If you are going to claim that you repair fire pits, make a caveat to say it had to be bought from you. What a way to cut off potential business. read more

Highly recommend! Was extremely impressed with the service from Southwest Fireplace. Tom D helped our vision come to life! He was so knowledgeable and answered all of our questions. He did an incredible job building the framework and installing the fireplace - which was a blank wall to start! Tom D really helped our new house become a home!! read more

Southwest Fireplace - Fireplace Services Near Me - Aurora, Illinois

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Tom D. did an awesome job with our fireplace installation today. He arrived promptly, worked diligently and left a clean work area. Tom also was very informative when giving us directions and patient with our questions. Thanks Tom for a job well done! Larry and Dian S. read more

We called to see if this company would service our gas fireplace. The employee on the other end was extremely rude and belittled us, the customer, on the phone. All we did was tell him the last time we got our fireplace serviced and he tried to make us feel ashamed. When we asked him to stop being so rude on the phone he stopped with his sarcastic comments and then got snippy. We told him we were going to look for service elsewhere. I would never call this company back. Just by the customer service I say they are extremely unprofessional. read more

Tom Devlin from Southwest Fireplace showed up on time & fixed our fireplace issue promptly with professionalism. would highly recommend both he & Southwest Fireplace read more

Nice place. Clean and the guy was helpful. Stopped by on my lunch hour to check out a few smokers. The 4 stars is only because I was there a short time, got a little info and had to scoot. We will most likely buy from this location. Just haven't had the opportunity to spend more time there yet. Lots of fireplace options, but I was there to look at smokers which were on display so I could get a good look at my upcoming purchase. read more

Poor customer service. The remote to the unit that is needed to operate the unit, and does not operate properly, so a new one was ordered. Keep getting a run around to have them deliver and program the remote. This is so unprofessional, I should not have to keep calling to find out IF they're coming.!! I have asked IF they could bring the remote before they have to go to another project, with no solution. Everything has been PAID IN FULL, so this is not the problem and still have NOT received the receipt for the cleaning service, this is when they realized the remote was defaulted and ordered a new remote. STILL WAITING! Clara K read more

Zero customer service. We went in for fireplace refurnishing, there were 2 old guys in store, super unfriendly, did not provide any service. We took a look at the showroom and picked a stone that wanted to ask for price. Asked if they are available and they did not even answer. Do not go. I wouldn't pay a penny for that service. read more

Five star business! I had a fire place installed by them, and they were absolutely amazing! Would highly recommend them to anyone. read more

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I recently bought two patio sets which I love. I had shopped at many patio stores all over the western suburbs and couldn't find anything. The salesman John was easy to work with-knowledgeable but not pushy. The furniture was available and delivered with in 2 weeks. No supply chain issues here. I noticed after a couple of days that one of the chairs were dinged. I contacted John and he was quick to replace it. A real person always answered the phone- no hold, no foreign call center. This was such a refreshing experience because I've been working with another furniture company for over a year to get some pieces fixed/replaced and I have spent at least 15 hours on hold - very frustrating. If you're looking for quality patio furniture and customer service, I would highly recommend Southwest Fireplace. read more

My review is for the quality and cost of service provided by Southwest Fireplace. We did not purchase our fireplace from Southwest but had an issue which needed repair on our Heat and Glo unit and chose Southwest to service it bc they were available sooner than the company from which we purchased. When scheduling, i was offered the option of paying for a single visit for approx $130 to diagnose the problem or to choose a $300 option to guarantee their work for 90 days. This meant that if any follow up appointments were needed to finish the issue, then at the $300 level only, they would come back for free to finish solving the problem. I went with the $130 option thinking that I could get in two service calls for under the price of their $300 option. And thinking of course that our issue was minor and could easily be resolved in a single visit. I had to pay a percentage of the cost up front when scheduling which was odd to me bc I have not been asked to do that with our other company before, but agreed to do so. The Southwest serviceman was here in about 1.5 weeks which was much quicker than the other company in Elgin could provide. After taking a look at our problem, he diagnosed it as needing a new adapter which (although one would think would be a very common item to have on his truck) he did not have. Thankfully it was a part that I could easily install myself (just plug in the adapter) and wouldn't have to pay for another visit for him to install it. So I purchased the part at my local Heat and Glo dealer, plugged it in, and quickly realized it did not fix the problem. I called back to tell the Southwest rep that my issue had been misdiagnosed, I had paid to purchase an unnecessary part, and now still had the same issue. She quickly told me that she had offered the guaranteed price of $300 when scheduling and that I had opted not to take it. After talking with her manager, she offered to let me still upgrade to their guaranteed price by paying the $165 difference (in addition to the $130 already spent) instead of paying for ANOTHER $130 service charge. Crazy... So I called my LOCAL Heat n Glo (not Southwest) store back to find out what their policy is. They charge for the $130 service visit (plus parts) but guarantee their work for 90 days. INCLUDED in the initial service charge. He assured me that this means that if the first visit doesn't correct the problem, they will come back for free until it's finished. Without up-charging me to $300!! All this to explain why I feel that Southwest may be running a scam to string you along and get as much money from you as they can. You may have to wait longer for your service call from another company, but your wallet will thank you! read more

You get what you pay for, and quality garners high demand. Answer to some of the reviews here about the Southwest process for services. Slightly different, but led to a great resolution to me. I had one highly reviewed fireplace co out to service a 20 yo Heatilator. They became quickly frustrated, offered solutions that were in the thousands, and very cautious about a simple rebuild. I called Southwest. At first my radar goes up about prepaying before I even get a scheduler to call...but went with my gut to trust them. Glad I did. Their tech was not only cordial, but really knowledgeable about the unit and repairs. Despite all the challenges presented by my Heatilator he felt it would be repairable, vs a replacement, and be like new. When parts arrived (same process of prepay for parts before scheduling) they came out again and I had basically a brand new fireplace that looked even better than when new. Get past their process (in your own mind) and you will be very happy with the results!! read more

Bryan recently swept our chimney and installed a gas log. Everything looks/works great and he did a really good job explaining the maintenance in the future. Also had a good experience going to their show room to pick out a log. read more

As with other reviews, very disappointed with service. I was told fire place was in stock, just needed to ship from warehouse. 1 week later find out chimney liner is not in stock. Will be 4 weeks. Part supposedly arrived and now they schedule installation out another two weeks. This went from parts in stock to a 7 week wait! I'll give an update after installation on 11/21. I'm may get fed up and cancel order after calling other stores tomorrow. Would be 1 star if it wasn't for the knowledgeable staff. read more

Called to schedule a tune-up/service on a Heatilator gas fireplace. The man was very friendly and said someone would call me back to schedule in 2-6 business days. What?! I've never heard of such nonsense. First of all, why couldn't HE schedule it? And second, if they outsource the scheduling why would it take 2-6 business days just to put a schedule on the calendar? I called back on day 4 to see what was going on. A lady answers (call center perhaps?) and when I let her know of my dissatisfaction in not receiving a call back in 4 days she literally laughed at me and said "this is normal for us". And to top it off, they charged my credit card $91.50 (towards the total of $184) and I hadn't even scheduled yet! I called Majestic Fireplace in Elgin, the lady told me it was $140 for a service, and she immediately scheduled me for a date about 3 weeks from now (busy season). Talk about getting started on the wrong foot at Southwest Fireplace. I would recommend using a different service provider. read more

Very slow process, unfriendly front desk people. Do not go this place. You will be wasting your time. They do not care about the customers.

We had ultimately an excellent experience with Southwest at their Aurora location. Sales process was easy and helpful. Wheels fell off when they sent an installer to measure and assess the gas insert location. This is a man that should never deal with the public. No customer service skills whatsoever, condescending and rude. We were tempted to cancel the order, but a manager came out to review the install and we decided to give it one more try. He was excellent and very knowledgeable. Finally we had the pleasure of Tomas and his assistant Eric (sp), they went above and beyond with the install. Almost over protecting the room from dust. Were very detailed oriented and we couldn't be happier. The start and end went flawlessly, just the middle part that fell apart on us. Be patient with this company, the price and quality of work is worth the trouble. read more

Southwest fireplace didn't install our original fireplace 18 years ago but they did replace one refractory panel in Nov 2017 at a cost of $300 plus dollars. . We had a few fires and noticed the panel started to fracture. In January the panel completely cracked into two parts. I contacted them and was told to give them a few weeks to research this with the manufacturer, they took my information and said they'd get back to me. I never heard anything back, forgot about it for a bit and in April contacted them again. At that time they requested pictures of the damage via email which we provided. Radio silence. I contacted them again today, August 24th asking what they found out. I spoke with Sean today. He advised me that the manufacturer does not warranty the panels. Citing 2 reasons: 1) I could have thrown a log into my firebox with enough force to break it. 2) the firewall behind the box could be warped and that's why the panel may have cracked in the first place. I advised I didn't throw a log with enough force to crack the panel and have no idea how to tell if the wall behind was warped. He advised me that the only way to tell if there is a warp is to remove the panel from the firebox. I pointed out that they installed the new panel and isn't that something they should check prior To installation. He said "hard to tell, I wasn't there". I also noted that they gave us the option of installing on our own which we declined as we thought a professional would have more experience installing the panel. He didn't have an explanation of what the tech would do as part of a routine on installation. The bottom line is that he will not replace the panel, told me he could order another but I would have to pay for the panel and installation again. He ended the conversation saying he didn't need to hear me tell him anymore what he should have or could have done differently. I declined giving them anymore of my money as the trust isn't there. He said he wasn't giving me the panel for free and said no reason to continue the call. I thought Trying to retain a customer would have been an excellent reason for continuing the call. read more

We have ordered custom fireplace doors, a grill and several adirondack chairs from this company, and we won't be going back. The primary reason is that once the sale happens, the service goes out the window (product quality is good tho hence two stars vs one). Their support departments are subpar in our opinion. Most recently, we were told 3 weeks for the Adirondack chair delivery. No one called to tell us it would be 6. When WE called looking for them, we got a song and dance about why, with the promise to call us when they shipped to set up delivery. Well, no surprise that didn't happen, but I got a call after they delivered to SW saying they were in and someone would call for scheduling asap. Three days later, she called. No urgency to make up for the poor service, nothing. Thankfully, there is a place in Barrington carries the chairs, so we can order more from them when we get the patio done and ready for more. The whole process matters to keep repeat customers, folks. You can't just have good sales people, because we are left feeling over promised and under delivered. read more

Planning on buying a fireplace? It's a big decision! Then choosing Southwest Fireplace in Aurora is where you need to go. Our sales rep. Joe KcKas was there for us from the time we walked into the show room until even after it was installed. Pure professionalism throughout the process. And several times had to go above & beyond because of City rules in my town for installation.Our installer Mark was a master at his craft. Bless his heart too. Even after our fireplace was installed and I called with a million extra questions Joe treated us with the same courtesy and friendliness as when we first started looking. I trust the folks at S.W. Fireplace in Aurora. OH! I forgot to mention with the help of their expertise MY FIREPLACE IS A WORK OF ART. Beautiful. Thanks to Joe's tips about what would work the best, we got the best for our home. THANKS GUYS! SOUTHWEST FIREPLACE ROCKS! read more

The showroom has a great selection, we spent almost an hour and a half in the store picking out the fireplace, the stone, mantle, and hearth stone, and our sales person was supposed to give us an estimate. He couldn't do it in the store when we were there because they were too busy, so they were going to call us with an estimate 3 days later. 2 weeks later, still no estimate. I did try to follow up with an email, but no response. Unfortunately it was a big waste of time. read more

Very poor customer service! They were slow to greet, not helpful, and very very slow to prepare a quote! We wanted to change our fireplace over from wood burning to just gas/stones so we tolerated their slowness. When it came time to pay, the girl over charged us and then spent over a half hour trying to refund the overcharge and ended up having to credit the first transaction and recharge the correct amount. When we came 10 days later to pick up our stones they didn't even know where they were. First they said they were on the truck they just received and made ,my husband wait while they checked, but they were not there, The same incompetent girl just said I don't know where they are and said she'd call us, not even when they may be coming in. $440 for 2 bags of stones and they have no idea when we will be able to get them. Go anywhere but here please, save yourself the aggravation! They will over sell you items you don't even need also. read more

I have a unique three sided fireplace. I met with Tim from the store who was friendly and accommodating. The store is very large and lots of options to choose. The doors were custom ordered and I was promptly notified the order was running a week behind schedule. Once the doors arrived I was quickly contacted to set up an installation date. The time frame on installation day was between 11am and 2pm. The crew was in my driveway at 10:30am. Installers (Mark and Chase) were friendly and reviewed the installation process with me. They took great care to protect my home from any debris created from the installation work. The doors look great and the team ensured I was satisfied before they left. Great experience and I highly recommend this company! read more

We've had 2 experiences with Southwest Fireplace and we are not impressed by either. They seem to be lacking in the customer service area and communication. We had to order replacement parts for our fireplace, the first order was placed and they messed up where to send it so we waited an extra week to get the part. Which was really not a big deal but we had to keep on them to get it straightened out. The person we dealt with brought his personal life into it, making us feel guilty for not being the happiest of customers, he never offered any kind of apology, only excuses. Very unprofessional...The second order was better, the part was shipped to the correct location, but, we had to call them, they never called us as they said they would. The hubs had questions about replacing the part, the guys in the store seemed unsure of how to answer and one seemed annoyed that we were even asking a question. In addition, the hubs had left a message with his question and never received a call back. read more