The Fireplace People

We are year-round residents of Ocean City and always use local businesses. I contacted you after seeing the avg 4.4 rating on Google. While we received a timely enough response from the Sevice Mgr, we were disappointed to learn that servicing our fire bowl could potentially cost over $500, not including parts. I appreciate the comments of others about the excessive pricing - they are correct! My husband also reminded me that we had contacted you a couple of years ago to discuss transitioning our fireplace back to gas. We never heard back, another accurate theme of some of the Google reviews. I’m sure we will find another local solution!

How interesting that Mr. Dagostino had a nearly identical experience as us on 1/21/21. We also had to schedule this appointment in November and wait three months to have our fireplace operational, parting with $160 for parts back then. My husband called 2 weeks ago to confirm the 1/21 appt because he needed to be physically present which required taking a day off and traveling down from NY. On the morning of 1/21 he called to ask for the expected time of arrival and was told a litany of lies. First, John told him he was NOT on the list for that day. Then, John told him that someone called to cancel the appointment weeks before - a blatant lie. Then, John advised that maybe he could come the next day because my husband was furious and insistent that this situation be fixed. John said he was “calling the warehouse for a missing piece”. The following day, he advised my husband that the piece needed to be ordered and it would take 2 weeks and that we would then have to be “fit in” to their busy schedule. My husband confronted the obvious, which was that the kit was never ordered in the first place and that this entire situation was a result of their neglect and incompetence and demanded his money back. At first John had the audacity to refuse a refund despite not having any explanation and again accused my husband of having cancelled the appointment! This lame response didn’t explain the kit never being ordered back in November. Only after further argument did John refund the $160. Since our purchase of the fireplace back in 2012, we have had a few very negative experiences with this company, the most noted being their dismissive aloof attitude toward their customer. We can now add lying and incompetence to the list of negativity. Do NOT initiate business with this company as it will ensure present and future disappointment and frustration. I am happy to speak with the owner further and give even more detail about this ugly experience.