I have used the Fireplace Stop numerous times - from annual maintenance to conversion of a wood burning to gas. Unfortunately, I have found their customer service lacking of late. We have had a few appointments scheduled and get moved to accommodate others. This is unacceptable. Definitely not the way to treat years long customers. read more

I had a fireplace that needed a transfer pipe replaced. (I originally hired another company and it was recommended that's all my unit would need). The unit had always been maintained and was in excellent working order. I had Andrew come out and told me the whole system would need to be removed and replaced, in excess of $10000.00. That was his 'deal' he was giving me!!! He knew we were selling our family home, and when I declined his offer to have everything ripped out and replaced, he continued to send me text messages referencing, if I didn't get this done, I would depreciate the value of my home because of blemishes etc. I found him unprofessional to say the least and stopped replying to his constant messages telling me it was 'the only approach to get my house on the market' and 'it would be too costly to have it all removed. Save your money and shop around..... I was warned to not deal with this company, but I always like to have my own opinion/experience before I make my own mind up. read more

We had an appointment with The Fireplace Stop Schomberg yesterday we waited more than 2 weeks for appointment The appointment was to be between 8- 12 noon Nov 7/23 got a text at 11 AM Service would be at our house 11 AM NO ONE SHOWED up no phone calls At 1:40 PM The Fireplace Stop showed up I asked for compensation for their rudeness and no notification of time of arrival NO COMPSENTION We missed two appointments WAITING for the Fireplacs Stop to come IF we had not been home when The Fireplace Stop decided to show up at our home because our time for arrival to fix the fireplace was 8-12 noon The Fieeplacs Stop arrived 1:40 PM Bad business don't deal with The Fireplacs Stop Schomberg ON read more

replaced my 30 yr old gas unit with a very rare marble surround.. could not remove the marble so the guys chopped it out and reinserted a new unit....fan-filpin-tastic.. excellent job guys, could not be happier. read more

I spent just shy of $5000.00 for a top of the line Lopi Woodburning stove. I was advised I was getting a 'deal' as the optional fan cover plate had been broken out when shipped to the store - I was getting a fan so that was fine. I saw the unit in factory wrapping and was not able to see the actual unit. the unit was shipped and arrived in a van with no way to unload it much less put it in my home. Andrew Leonard the owner told me I should 'borrow a forklift from my neighbour.' Seriously? I was forced to find options which cost me in having to pay a local business to finish the delivery. I gave a hundred of the apparent balance due to the neighbour to complete the delivery. When I unpacked the stove it was clear it went through no inspection at the retailer. The interior was filled with smashed firebricks, and some exterior damage. I contacted Andrew whose only concern was an additional 100 dollars. As for the broken part he said he would deliver them 'when he next was in my area.' (We are about 60 miles away.) This has never happened. I contact Lopi in the US who refused to intervene and back the product (despite warranty) saying this was their best dealer in Ontario. (I presume that means who they make the most money off of.) Lopi failed to take any responsibility. Mr. Leonard is a fast talking salesman, refused to solve this in writing and now almost 3 months later has avoided solving this mess which was clearly of his making. I would strongly encourage anyone to reconsider doing business with the organization or purchasing Lopi products as their warranty is useless as they only refer back to incompetent dealers. read more

I couldn't have been more disappointed when I stopped by to inquire about a wood fireplace insert. First off all, I'm Indian with a Canadian wife. This is noteworthy because when we approached the store, we were told to wait outside for 15 minutes. I thought this may have just been a covid precaution but then I saw a Caucasian person let right in. I sent my wife alone and then she was let right in. Then my wife called me in and we finally spoke to Andy. He was very dismissive and cold. I got the feeling that he really didn't want to help us. I'm not sure if I was the problem but I would recommend that you steer clear of this place. read more

One star is generous. Absolutely the worst experience all around I've ever had with an installation. What's frustrating is it should have been very simple. The work was just to remove my existing gas log set, cap the line, and insert a new electric log set. I provided my own electrician, and that was done on time. No calls or follow ups. No one provides updates unless you call them and when you do they act like you're nuts and "of course it's getting done we are the best and have been in business 30 odd years etc etc". They just assume you'll be available when they decide to show up or call you back. It took 45 days to get from my initial phone call, to quote, and finally to 2 FAILED installs because no one bothered to measure my fireplace on two occasions. Andrew ordered the first fireplace based on a picture sent via text message, and he assured me it would fit. Rookie mistake. But he's so confident even after the first mistake. He told me my fireplace was exceptionally shallow, as if it's my fireplaces fault he couldn't be bothered to do any leg work. Then the second time the installers hadn't measured the fireplace correctly and they sent a log set that was too high! They sent two different log sets and neither one fit because they didn't bother to measure properly. Absolutely no humility or ownership on part of the owner or his son (Andy and Andrew), they seem to think they are the best of the best which is a joke. They never kept me up to speed, they never followed up, and they never did what was promised. Bottom line, after almost 2 months of chasing down Andrew for answers and install dates and re-install dates for their mistakes, here I am in the same place I was before. Except now I've wasted my time and energy and I have no fireplace for Christmas. Don't believe online reviews, they must be fiends and family because I've talked to a number of people now in passing who have had the same issues. Hands down the worst experience I have ever had. Steer clear. read more

The worst shopping experience of my life. It took 10 months to get a stove from these people and it had nothing to do with Covid or backorders. They can not do their job properly and will lie to cover up their mistakes. The customer service from this company is really bad. I am shocked they are still in business the way they treat people. We met with Andrew to go over some options. He made us wait for 45 minutes and then quickly showed us some options before escorting us out the door as they were closing. Not sure why we had to make an appointment if they won't honor it and then kick us out. This should have been my first indication to run. We ended up picking a model reluctantly after this encounter and months went by before they would even answer any of our inquiries. When we finally got ahold of Andrew and he told us he forgot to order our stove even after we put down the recommended deposit. There was a lot of back and forth after this all the while he posted blame on anyone he could such as other staff and order delays, you name it. He had ever answer in the book except taking ownership for poor service. Eventually we got an appointment for install and Andrew pawned us off on another unit as the one we wanted clearly hadn't been ordered yet. It took calling Andy the father and company owner to get our proper unit. Another 3 months and then the bill came with no apologies or even the thought of discounts of any kind for the 10 months of issues we faced dealing with this company. I would never step foot in the place again and hope others don't either. read more

As far as our fireplace goes, we love it. Just not impressed with the customer service from Andrew. We had Enbridge come to replace our gas meter and they had to issue a red tag warning as our fireplace was not properly bonded. It was installed in 2018. Called Andrew who had all kinds of excuses and said we would have to pay for the repair. He did admit that there were regulations in place regarding bonding but they weren't being enforced!! Made no sense to me. I checked with TSSA about the regulations regarding bonding and they were good enough to email me back. Those regulations were in place when our fireplace was installed and should have been followed. I sent the email on to Andrew. We had a technician come from Fireplace Stop. He was very professional and pleasant. The proper work was done with no charge. Andrew could learn a thing or two about customer service!! I may be a woman and a senior but I will not be bullied and tricked. read more

Very professional and nice showroom. We love our fireplace, they had a great selection to choose from.