Thanks to Southwest and Rick Maske, they got my fireplace up and running like day 1. I appreciate the top notch service, cleanliness, and timeliness! read more

install went well and in a timely manner. technician was informative Explained everything well. No mess left

Today we got not only one fireplace working, but two!! Thanks to Southwest Fireplace and a special thanks to Rick Maske!! Rick was amazing! He got both fireplaces working in under an hour!! The one in the basement hadn't worked in at least 5 years! Rick fixed it in less than 15 minutes!! Now we're all cozy and ready for the snow!! Let it snow, let it snow!!! Btw, it was extremely reasonably priced! For us, priceless!! C and R Ware read more

Rick Maske was our tech and he was able to detect the problem right away with our new heatilator fireplace. The issue was resolved quickly and efficiently. He was also patient in answering our questions to ensure we keep up with maintenance and keep a healthy fireplace. Thank you Rick! read more

Do not go here !!!!! purchased a pot belly stove and wood burning fire place with installation on both (not cheep ) however every time I have had an issue or question about service the staff i is rude and dismisses me. always the same attitude 8 weeks out. they have no interest in helping out customers after purchase they take your money fast but then that's it service is horrible. read more

Rick was very knowledgeable and did a great job. I would recommend Southwest Fireplace to anyone that need their fireplace service. Thanks again Rick. read more

Rick came to service our fireplace after we heard a whistling sound upon turning on. Rick went above and beyond, taking the time to check all components and even provide additional improvements to the gas log set up to prevent unnecessary soot build up and proper gas ventilation moving forward. We truly appreciate Rick's time and knowledge. read more

I had a fireplace put in with Southwest fireplace. They were very informative. Very polite and very helpful on what to buy. Then we had a guy named Joe come into put our logs in in and assemble it. I asked him about the design of the logs and he said he has a good way to do it to let him do that and if I didn't like it he would let me do it my way. His design was amazing. He was very nice. Very pleasant to talk to and very professional. I actually enjoyed having him do the work for us. At the end he was very diligent and showed us exactly how to put the fire on and gave me the knowledge of what to do before and after. This is a very good business. I would recommend them to family and friends. Thank you so much! read more

Southwest Fireplace - Fireplace Services Near Me - Palos Park, Illinois

Rick and Matt did a fantastic job! We had two fireplaces that needing turning up for the winter!

As many have commented, their personnel are rude and I spent over $500 on service on a Heat & Glow Fireplace (2015 installation) and two years later I have the same problem. And if my memory serves me correctly, after the original consult I sure did not think my bill would have been this high. For the amount of time I use the fireplace, I would have rejected the service work on this point alone. So I followed up with a phone call today to ask about any warranty on this job. The response was almost a snide, "NO", like what was I thinking (?). End of conversation, end of any return business and the inspiration for this review, which I hardly ever do. read more

Highly recommend SW fireplace and technician Rick Maske! I called on a Saturday to request someone to come out and clean and service our VERY old fireplace and spoke with Kevin who was very knowledgeable and friendly and then had someone call me on Monday to set up an appt for the tech to come out the very next day! Super impressed with how fast and smooth SW fireplace made the whole process and Rick went above and beyond but also had the whole thing done SO quick and his work was top notch! read more

Southwest Fireplace - Before - Fireplace Services Near Me - Palos Park, Illinois

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Easy install to upgrade current fireplace. Great installers and love my remote control fireplace!!

Joe was a consummate professional. Not only superb attention to detail-our fireplace looked like new when he was done- but a wealth of information about the fireplace. We definitely would wait for him to be available for our next maintenance. Great experience. read more

We had a problem with our fireplace internals melting from insulation that was installed by a second party. I called southwest fireplace and they came out on our scheduled day arriving within the timeline they provided. Joe was our technician and he diagnosed the problem quickly. He ordered the parts we needed and as soon as they came in, Southwest called and scheduled us asap to get our fireplace working again. Joe showed up again on time and fixed our fireplace with professional mannerism. Thanks for getting us back up and working again Joe and Southwest. read more

George is the best! We held a difficult install because they had to replace a line in our Fireplace located in the living room to the one in our Lower Level to turn it from woodburning to gas and he did a fantastic job. He went through our chimney, into the stone in our fireplace with such expertise and did not shatter our stone. Dean came out and explained the process and was very patient. We are very ecstatic about the install. Dean assisted me in their store room in making the selection of the logs and this gave our fireplace a million dollar look as well as heating up our lower level. They also cleaned the existing logs and replaced the rocks and embers and gave our upstairs fireplace a million dollar look as well. I cannot say enough about their knowledge, patience, and expertise. read more

NEVER EVER AGAIN will I darken the doorway to this place we had them order a new door for our fireplace, which was very expensive. once we finally got it it wasn't the right size of what our measurements were we found out they ordered the wrong size and refused to exchange the one we received the door was in the box and they said we chose the wrong size when it was the employee we worked with who actually chose the size he said we needed this door was over $1000 and we spent a lot of money there and it's stomach turning to have to deal with this I've never dealt with such a rude individual like we had to and have to try to fix their mistake on our own read more

We recently we're looking for fireplace screen options for an unusual shaped opening. Dean at Southwest Fireplace in Palos, gave us multiple options to consider. We made our selection, waited for it to be manufactured and excited when it arrived. When opening the carton, we realized that the design was not accurate. Dean was a professional in every way. He listened to our concerns and offered us a replacement screen without hesitation. I was so thankful for his hassle free approach and quite frankly was happily surprised. Many product and service companies no longer take responsibility in the name of the bottom line. I would happily recommend Southwest Fireplace to anyone!! read more

BEWARE -- MEAN, UNRESPONSIVE, FAULTY INSTALLS. They installed 3 fireplaces for us. Two of them spewed soot all over our new white home. They showed up 5 months later to fix it, and turned one sooting fireplace into a broken fireplace. The third fireplace never worked and they continually ordered the wrong parts over the last 6 months. When we finally got someone else to do the repairs, Southwest wrote us saying they will no longer honor our warranties and will issue another $500 bill for work they refused to come perform. What a terrible way to do business and a sad organization. Trust the bad reviews on them, I wish we had read more

We needed a new screen for our fireplace. Over the phone, Dean helped me locate the serial number to be sure we ordered the correct parts. Then he walked me through how to remove the old screen and install the new one, making me comfortable that I could do it on my own when the parts arrived. The parts arrived and the install was easy. Customer service was excellent! read more

If I could give them no stars I would They installed my heat and glo fireplace insert over a cracked base and placed 2 rocks on each side to level it off... It blows cold air when off and rattles when turned on The draft coming from this makes the room cold The were unresponsive to my calls and never notified my association of having to go up on the roof Horrible!!!!!! read more

We r so pleased with our experience at Southwest Fireplace in Palos Park. Showroom has a wide variety of fireplace styles and solutions. Salesperson was informative and friendly. No pressure. We knew the fireplace needed updating, and repair, but were unsure how to proceed. We were told about Magnetic Framing. From many available styles, we chose a magnetic frame that complemented our Mission style, and, chose to refurbish the existing logs. It looks like new and the flame is soo improved. Joe K, the installer, was timely, pleasant, neat, snd informative about our updated fireplace We recommend Southwest Fireplace. read more

They do not care about customer satisfaction once they have your money. Spent almost 1g on fireplace doors and installation only for the screen door to break one month after they installed it. Had to hound Dean by phone and email for over a month just for him to tell me that the manufacturer will not cover the doors under 1 year warranty, after 13 months. Unfortunate that Southwest Fireplace stands behind this. We had these doors for 2 months before breaking. Not great quality and they stand behind it read more

We came in looking for a fireplace for our new family room. We looked around at various models but not once did any of the salespeople ever ask us about where were going to install the fireplace. If they had, I never would have gotten the large, 36" size fireplace that we have. It kicks off too much heat and we usually must turn it off after 30-45 minutes on the low setting. Our room is 400 sq ft - a nice size room but we should have downsized to a smaller unit. Not once did any staff from Southwest Fireplace ask us about the room. Never. All the staff did was show us the various fireplace models and what all the fancy things they could do: remote control, lights, blower etc....all fine. We did not choose this fireplace right off the bat. We spent well over an hour looking at the models that they had. Never did the salesman discuss anything regarding what system would work best with our new addition. We felt that their main objective was making a sale - no matter what. You would think they would have a process in which we ask a lot of question around the installation. They do not. Our framing contractor asked us to get specs on the framing as they had never framed in a new fireplace before. Southwest FP provided us a brochure that had some specs for the framing - but that was all. Our contractor never offered advice on a type of fireplace or even started any framing until we received the information from Southwest FP. Like I stated earlier, this was their first fireplace framing project and we thought that Southwest FP staff were supposed to be the experts on fireplaces - not our contractor. We were wrong. Southwest FP never told us that the unit did not need a hearth. We were only told this on the day that the installer showed up - NEVER before - which would have been the smarter, more customer-friendly approach. It would have saved us the money with the framing contractor. The installation of the fireplace was not done properly. The plan was to go off the top of the unit and out the wall, and that is not what was done. Southwest FP said this was because the framing was not done correctly - which is not true. Yes, durarock & corner bead were already installed when our technician arrived, but we said we would remove it to have the project done correctly. The technician said it was easier to just go thru the back of the fireplace. Now we see daylight when sitting in the family room. My advice for all you considering purchasing a fireplace with Southwest FP - shop at other retail stores and get advice from their staff BEFORE going to SWF. For money that you will spend (and we spent a lot!) - this place just wants the money and leaves the customer screwed. You would think that with the price, they would at least follow-up with a call to see how the fireplace is working out. They did not. If you are considering Southwest FB - ASK A LOT OF QUESTIONS and TELL THE EXACT SIZE OF YOUR ROOM. Do your homework and then ask more. Make sure you question them on their installations. All they want is to make the sale! They will take no blame for any mistakes and push all that is wrong with the sale and installation back on you - the customer. For the amount of money we spent on this- fireplace we expected more professionalism, a proper installation and superior customer service. Southwest Fireplace failed in all three. read more

Decent product. Horrible customer service. Installers chipped porcelain wood burning stove during install. 14 months later-the situation is still not rectified. read more

After going to two fireplace stores I went to Southwest Fireplace. I got the same excellent service I received 30 years ago when I bought fire place doors for my home. Gary answered all of my questions and was able to give me a price on the new doors that my wife an I picked out. I gave him a deposit he came to our home and measured. Gary made the transaction very simple . read more

The customer service sucks! I called with questions, hoping to get some expert information and got hung up on! How do they stay in business????? read more

I previously left a bad review, but after talking to John I was very happy. He clarified and rectified the situation for me. Once again I would like to say thank you to John for all his help. read more

We at first called to schedule a servicing of the fireplace from our original fireplace installers - Southwest Fireplace based in Palos Park, IL. Can you believe they said all three company locations were scheduled by one person for customer repairs? The fact I had to leave a deposit and wait at least 1 week before she called me to even schedule seems quite unprofessional. Of course we didn't receive a call from the scheduler for over two weeks. I had to call them back and get my deposit refunded. Luckily for us my wife found American Heritage Fireplace the same day we initially called Southwest Fireplace. Although they were booked for the next few weeks, at least we go scheduled at the next available slot which is what you would expect from a professional organization. Ray Cook the American Heritage technician did a fantastic job quickly and efficiently diagnosing and repairing our fireplace in under an hour. And did I mention he was courteous and punctual? Called 30 minutes before he said he get to our place and arrived 30 minutes later. Professional, excellent service from start to finish using American Heritage Fireplace. I highly recommend them. Southwest Fireplace...not so much. read more

I visited this location to get a quote for services and was treated rudely, ignored, and chastised for not knowing more about the history of the fireplace from BEFORE I purchased the property. It is not worth doing business with a company whose employees have little regard for customer service. read more

My fireplace is fantastic, unfortunately the service and scheduling were not. In fact, they were terrible. We placed the order for our fireplace insert on 11.24.2015. We were told the install would take about 5 weeks. They just finished the install today - 3.16.16. I guess punctuality is not their strong suit. Initially they came out to install the insert about 8 weeks after the order had been placed, which was a little late, but acceptable. Unfortunately because the salesperson took the measurements incorrectly, the door didn't fit. They would have to sent it off to the fabricator to get fixed. Fast-forward another 8 weeks, and when the installer came he didn't have the new door, only the frame. Eventually they returned and installed the frame and door, and the fireplace looks great. I just find it totally unacceptable that it took this long, and this many mistakes were made along the way. The work was fine, but the service was appalling, and they were very expensive. If you have another option, I'm sure there are plenty of other fireplace stores that stick to schedules and don't make repeated mistakes. read more

Your experience really depends on what you want. They are not very phone or advice friendly. If you seek advice or service expect to be treated in a generally not helpful manner. However, if you want to buy something they are better. We ultimately decided to replace our grill, preliminary discussions over repairing our old grill were quite unhelpful and sometimes quite condescending. But when the discussion turned to the sale they had on new grills , they were quite attentive and we had our new grill installed very professionally in less than a week with no surprises. read more

My gas fireplace stopped working. It hadn't been tuned up for a number of years and SW Fireplace suggested a $308 service package that included cleaning, necessary adjustments, and labor to replace any defective parts. Roy, the tech, showed up at the beginning of the 3-hour appointment window I was given and replaced the defective gas valve and a weak pilot light assembly. He cleaned all the glass and the unit works and looks great. I highly recommend SW Fireplace. read more

We purchased a grill in 2006 and both times it stopped working (due to minor glitches over the years) the folks at Southwest were always so professional and service was immediate. Last week it gave out again. Debbie I. was wonderful and was able to get us quotes on a new grill right away. She was extremely professional and personable! The good news was that after 11 years our friend was able to fix it with a quick clean! I would highly recommend these people....work with Debbie if you can! read more

What an experience. They eagerly took hundreds of my dollars when I bought my built-in gas log fireplace. BUT I call to ask a question about lighting my pilot and Mike tells me I have to pay $118 to have a service crew come to my home to diagnose the problem. My son comes over looks at it, pushes a button to activate the remote, problem solved. Thanks, Mike! I WON'T be recommending this place to anybody. read more

My husband I are not satisfied with the service provided by Southwest Fireplace. They refaced the brick on my fireplace in 2012 which turned out well; however after only 3 years the mortar began crumbling and my fireplace was falling apart with gaping holes between the brick and the door. We contacted our salesman, whom had initially guaranteed me a lifetime warranty. He came out and took a look, and agreed there was a problem but that I would have to pay for it. He said he would be in touch but that "they were very busy". Still waiting on a call from him. We eventually paid for an outside service to come fix it. read more

I have called one more time to see if they will service my stove. Hopefully they will follow through and I can re-rate them more favorably.

They came to do a "diagnostic" 3 weeks. Still no call with a quote. Diagnostic cost me $130. This is the worse business I've ever dealt with. Save your self time and money and call else where. read more

We live in the Western Suburbs. My mother had gone to SW fireplace many years ago and encouraged me to visit their store in Palos Park. The products and services were excellent. My salesperson was Shawn Dye. I found him to be extremely knowledgeable and helpful. He really went above and beyond to make our project a success. Not only did he provide guidance on the fireplace insert he was selling me but also helped me navigate our whole project including the removal of masonry firebrick and the installation of new tile surround and fireplace mantel. He also made sure the installation was of highest quality. The scheduling and installation process was simple. Sincerely, Paul read more