Franklin Fireplace

From the beginning my experience was less than stellar. I initially wanted a gas insert for the stunning brick fireplace in my historic 1910 home. Because of the unusual shape of my fireplace, Ryan told me that it would not work, and I should consider a gas stove. After we went through my options I settled on a vermont castings stardance in bordeaux. I placed my initial order in December, left a deposit and was told it would be 6 weeks or so before they could install it. Fine, I’ll wait I thought. A couple days later Ryan called me and said the stardance wouldn’t fit, that I had to order the smaller unit, an intrepid for the stardance was to large for the space. I remeasured, and according to my measurements, there was plenty of room for the bigger unit. I called Ryan back to tell him about my findings, and he assured me that the larger unit would not fit and my only option was the Intrepid. So, for a lack of better options, I placed the order for the intrepid. Two weeks later I went in with another $ 1000 to put towards my stove, and revisited the conversation with Ryan about the size. He patronized with his yes dears some more and I left. Not once did anyone come out to take measurements!
So, when the day came for my installation, the crew installed my stove and there were two dryer hoses running up my chimney, and it looked atrocious! Not only that, but there was no record of the $ 1000 I gave them! Had to wait for that to get cleared up. I called Ryan once again, explained my issue, and he sent his crew out with another pipe to cover the horrible looking hoses. Better, but still not great. I again had to call Ryan and endure his patronizing tone and his yes dears, and tell him I hated this small stove and I wanted him to order me the bigger one, which I would gladly pay the difference. He told me because it was a special order and it was in bordeaux, an unusual color, that there would be a 50% restocking fee ($ 2000). I resigned myself to the fact I was stuck with what I had… which now won’t stay light as I sit here, with 3 feet of snow on the ground, looking a stove I don’t like, that doesn’t even work!!! I will NEVER go back there, it was the worst experience I’ve had. The customer service was terrible, and after taking $ 4000 from me, I’m totally unsatisfied. Save yourself a monumental amount of aggrivation and go somewhere else for your stove. This place is terrible.

We had a horrible experience with a local fireplace store, so my co worker referred me to this place instead.
We not only had superior customer service, but we purchased and had our new gas stove installed within a week!
We had been waiting for 7 weeks for the stove from the other place.
I wished we had referred to the Unilocal reviews before using the business closer to my house, it would have saved me a lot of aggravation and I would have been able to enjoy the use of the stove for the holiday season.