Southwest Fireplace

I have a unique three sided fireplace. I met with Tim from the store who was friendly and accommodating. The store is very large and lots of options to choose. The doors were custom ordered and I was promptly notified the order was running a week behind schedule. Once the doors arrived I was quickly contacted to set up an installation date. The time frame on installation day was between 11am and 2pm. The crew was in my driveway at 10:30am. Installers (Mark and Chase) were friendly and reviewed the installation process with me. They took great care to protect my home from any debris created from the installation work. The doors look great and the team ensured I was satisfied before they left. Great experience and I highly recommend this company!

We had ultimately an excellent experience with Southwest at their Aurora location. Sales process was easy and helpful. Wheels fell off when they sent an installer to measure and assess the gas insert location. This is a man that should never deal with the public. No customer service skills whatsoever, condescending and rude. We were tempted to cancel the order, but a manager came out to review the install and we decided to give it one more try. He was excellent and very knowledgeable. Finally we had the pleasure of Tomas and his assistant Eric (sp), they went above and beyond with the install. Almost over protecting the room from dust. Were very detailed oriented and we couldn’t be happier. The start and end went flawlessly, just the middle part that fell apart on us. Be patient with this company, the price and quality of work is worth the trouble.

We have ordered custom fireplace doors, a grill and several adirondack chairs from this company, and we won’t be going back. The primary reason is that once the sale happens, the service goes out the window (product quality is good tho hence two stars vs one). Their support departments are subpar in our opinion. Most recently, we were told 3 weeks for the Adirondack chair delivery. No one called to tell us it would be 6. When WE called looking for them, we got a song and dance about why, with the promise to call us when they shipped to set up delivery. Well, no surprise that didn’t happen, but I got a call after they delivered to SW saying they were in and someone would call for scheduling asap. Three days later, she called. No urgency to make up for the poor service, nothing. Thankfully, there is a place in Barrington carries the chairs, so we can order more from them when we get the patio done and ready for more. The whole process matters to keep repeat customers, folks. You can’t just have good sales people, because we are left feeling over promised and under delivered.

Planning on buying a fireplace? It’s a big decision! Then choosing Southwest Fireplace in Aurora is where you need to go. Our sales rep. Joe KcKas was there for us from the time we walked into the show room until even after it was installed. Pure professionalism throughout the process. And several times had to go above & beyond because of City rules in my town for installation. Our installer Mark was a master at his craft. Bless his heart too. Even after our fireplace was installed and I called with a million extra questions Joe treated us with the same courtesy and friendliness as when we first started looking. I trust the folks at S.W. Fireplace in Aurora. OH! I forgot to mention with the help of their expertise MY FIREPLACE IS A WORK OF ART. Beautiful. Thanks to Joe’s tips about what would work the best, we got the best for our home. THANKS GUYS! SOUTHWEST FIREPLACE ROCKS!