Buck Factory Outlet

This has to be the worst service ever. After we had a gas insert installed everything was great until it rained. Yep water dripping from above. Carl (owner) was called and he’ll have service right out he’ll call back. Two days later, nothing. Called again, he said his worker was sick? Three more days no call, now he says he talked to Guy (installer) and he has never had this problem before so it has to be your roof, without even checking. Not once did Carl call me I had to call him every time! After several more calls and weeks Carl sends someone out. He checks roof ands says everything OK but you have no flashing around fireplace. I Call roofer, he checks and said there is flashing and roof is tight. I give up! This process took a dozen phone calls and well over a month. Seems they think it’s not their problem. TERRIBLE service, buyer beware. Still leaks.

We thought Buck did an outstanding job installing our fireplace insert. The insert looked totally custom. Here’s our review —

I had to call three times to make an appointment for an estimate. Took the day off work and Matt didn’t show up because he was sick. When he finally showed up, he couldn’t give me an estimate because he didn’t have enough experience. THEN I had to call twice to get my estimate and they wanted $ 1k more than what he originally quoted me for installation. I did not purchase a stove from them and would not recommend them.

Well, so much about my rave review of Damian and how he saved Buck «a star». As soon as he left, TWO parts fell off the inset cover. How hard could it be to put them back on I thought. One I fixed o.k. The other just kept falling off. Called Buck and explained problem. Took another week for Damian to return. He shoved the part in and said «There, it’s fixed». No, fell out again that night. Called Buck AGAIN; spoke with Carl AGAIN. He said that was unacceptable and either Damian would come back again or that he would personally come out because he’s more familiar with the «old inserts» (10 years shouldn’t be «old» in my mind given that it’s only used about 3 months a year!). It’s now been 3 weeks and we haven’t seen or heard from a sole. I give up. My husband finally figured out the problem and it’s now fixed. Anyone want to hire him? It’s probably a safer bet than depending on Buck!

We just recently had our fireplace insert installed. The owner himself came to do the installation because the electrician they usually use was booked out for awhile. We love the insert. The product quality and service was beyond our expectations.

Thank you Buck Factory Outlet! I bought a gas fireplace insert years ago from this Factory Outlet and was very pleased back then. Recently I needed my fireplace serviced, cleaned, etc. during this very busy Christmas, but Buck Factory Outlet was not able to get a service technician to my house anytime soon. Obviously I understood and accepted the first available time which was a few weeks later. No reasonable person can expect a fireplace store to get a technician to your house quickly during the super busy Christmas season. When the service technician did come to our house we were very pleased. Damion was his name, and he was extremely professional. Damion was very thorough when cleaning our gas fireplace parts. I asked questions about what he was doing and how things worked and he answered all the questions with confidence. My fireplace insert switch was wearing out but Damion did not have the replacement place on his truck at the time. Buck Factory Outlet called me later to schedule a time for Damion to come back and replace that switch, without charging me another deliver fee. First of all, I had no idea my switch was wearing out. Damion could have just left without telling me I needed it and I would have never known. He went out of his way to get that switch and come back on another day just to take care of that small issue.
Dear Buck Factory Outlet, Damion is a keeper. His professionalism and integrity gives Buck a good name. Thank you and we’ll be recommending your company for all gas fireplace needs, and we’ll recommend Damion as the service tech.

Just had a new gas fireplace installed in our Walnut Creek home. Very happy with the product and the service. When we visited the showroom a few weeks ago, we were impressed with the range of choices, and we were given a careful overview of the choices. There was no «hard sell», no pressure at all to make a quick decision, just thorough demonstrations and explanations. The staff took great care of us from start to finish, coming out to explain to our contractor how to create a space for the fireplace, working with him patiently to explain everything. Then today they came out and did the installation, again taking great care to explain how things work, answering all of our questions. (And they gave us some great tips on other contracting issues in the house as well!) So not sure where the few low Unilocal ratings come from: sure, they’re busy when you walk in because they have a lot of customers and can’t attend to everyone instantly, but they do bend over backwards to give you great service.

This place is great. The owners, Guy and Sharon, are super helpful and willing to go the extra mile. They also have a lot of choices on the floor for fireplaces and BBQ’s. We had them install two new fireplaces in our house – one gas insert in an existing wood fireplace and one a freestanding gas stove. They look beautiful! They were willing to search for something that would fit in our house (we had a really small space) and come out and make sure both looked great. We’ll definitely go back there.

This place is great! Karl is very helpful and kind. I didn’t even buy my insert from them and they bent over backwards when I had questions about installing it myself. Nice to see that good customer service still exists. I go there for all of my fireplace insert needs.