Ordered a fireplace from these guys and of course construction was delayed (covid) so the fireplace sat in their warehouse for quite a while. Instead of asking if I could take it and store it, they said they don't deliver without installation and the owner would be upset if I didn't install soon. Don't you think that if I could magically make my framer, plumber and electrician available to finish the project that I would? Oh wait, now that the owner of Western Fireplace is upset, they'll be here tomorrow to finish!!
Finally got it installed, which went well.
Fast forward to final install and the tech wanted more clearance to combustibles - fair enough, but he showed up, talked to no one and left. The framers were on site and could have made the modification in minutes, which they did the next day, but I guess the tech needed to get to the next job.
Tech shows up the second time and finds something else wrong and leaves. Again we fix it. He shows up a third time and finds yet another error - I read him the riot act.
Another tech shows up a fourth time and finishes the install. I just noticed that the installer left a piece of the trim just sitting in the bottom of the fireplace - he installed the one on the other side, but I'm guessing the hardware was missing for this one. Surprise, he told no one, thus this review.
Two stars only because I *think* they actually know what they're doing, but one-star customer care. read more