Megan Welder
We spent $6,000 on a fireplace including installation. The sales process was smooth and the representative was great to work with. Unfortunately, the experience afterward didn’t go as smoothly as we had hoped. The installers arrived late and weren’t able to complete the job in one day. After installation, a gas leak occurred which required the fire department to come to our home. Because of this, we had to shut off gas to the entire house overnight and rely on space heaters, which was understandably stressful. Communication was the most difficult part of this process. It was hard to get return calls, and at one point I even had to stop into the store for help. The team came out multiple times due to parts and measurement issues, and the project ended up taking over two months to fully resolve. While the initial sales experience was positive, the follow-through could have been better. UPDATE: After posting this review, the company reached out the very next day. They were kind, professional, and genuinely apologetic, and I appreciated their willingness to make things right. They offered a $500 discount and a free professional cleaning after one year (a $300 value), which was a thoughtful gesture. That said, I did feel some pressure to remove my Google review. While I appreciate their efforts to resolve the situation, I don’t feel it would be fair to completely remove my original experience. I believe transparency helps future customers make informed decisions. I truly hope the company continues to improve communication and the installation process moving forward. All in all, we are happy with the end result, and we are grateful for the store manager's willingness to make things right.
