Malm Fireplace Center

Happy with their service. They were able to stop by on a Saturday after three o’clock and give me a quote for repairing my fireplace.

Very disappointing experience. We drove two hours to be sold 2 damaged parts (one extremely obviously used, and one we were mischarged for). When I called and spoke to Pete, he offered to give us a refund on the difference of the erroneous charge as well as 20%. I asked him to look at he pictures of the damage and reconsider the amount, as he was still asking us to pay high retail for a used and incomplete part. He agreed, so I emailed him the pictures and he said he would call me back. INSTEAD– he called my spouse and issued the refund amount that I refused to accept. I am outraged, and now need to spend my time running this issue up the chain of command at Malms. Given how things have gone thus far, I do not expect an agreeable resolution. What a shame– I expected better.

What a Mess! I have a malm spin a fire, and called to get a replacement glass. I called on Wednesday January 27^th 2016 to place my order. Jerry answered the call and helped me place my order. He was extremely slow at the order taking process, did not give me a confirmation just took my cc# down and billing info and said he would call me if theres any problems placing the order. I had to repeat myself multiple times and was asked to speak «slower». The time it took to place the order was time consuming but I figured out he seems to be an older gentleman so that was that. Come Wednesday February 3^rd 2016. I have not received any packages. I called at 2pm and spoke to Keith, I gave him my information and explained that I would like to know were my package might be. He placed me on hold and was checking with there «shipping department» He got back on the line with me took down a good contact number and said he would call me back when he is given the «tracking number». An hour later I had not heard from Jerry and I decide to call again, getting on the phone. He took my name down again, contacted the «shipping department» and got back on the line to inform me it HASENT BEEN SHIPPED OUT YET!!! But it will go out today! When informing him I placed the order exactly a week ago, he said it was the first he has heard of this. I told him he was the one who took my order, and at that point he was speechless. I asked to speak to a manager and was told he was in the «warehouse» and someone would call me back. At that point I decided to cancel my order all together and found a replacement glass online and CHEAPER then what this order was with shipping and all. It is so sad we have not been able to use our fireplace for a week due to ignorance. The customer service is horrible and there is no excuse that this whole ordeal is over a replacement panel glass. Poorly managed, I will no longer give business to malm and do not recommend them to anyone!

The burner on my gas fireplace went south on me and the place I originally bought the unit was no longer in business. Malm took care of the warranty on the burner and were very professional and courteous about handling the situation even though I shopped them and bought it somewhere else. What adds to my satisfaction with Malm is that my local dealer for the unit would not help me at all because I did not buy it from them.
If you’re shopping strictly on price, DON’T. Customer service counts. Thank you Malm!

Why 2 stars and not just one.
Here is my story.
When you walk in there they have a great selection of fire places and the guys are actually really knowledgable so on that part they were good. Why 2 stars. I ordered my fire place. They told me they should be able to have it on one week. One week when by no fire place. They said next week. Next week came and left no fire place. 3 weeks later at last. The fire place is in. When to pick it up. No apology or nothing because they took forever to get the fire place
Had to go back to get some new flue pipe when I asked one of the guys if he could help me, he just gave me a look and he told me, well I don’t know what you need, like if I was bothering him, long story. I ended up going somewhere else’s to get the flue pipe. And I sure won’t be going back to this place if I ever need another fireplace

Small things count. Went to Malm to buy a key for my gas line to my wood stove, they charged $ 22.00. Subsequently, shopped at Freidmans and Lowes, same item $ 8.99!
I believe in a fair markup, but not a consumer rip off… needless to say Malm will not get a return visit for anything…

We got a wood burning fireplace insert here a few months ago. We had asked numerous questions and all were answered to our satisfaction. We purchased the insert and they had to wait for us when it came in to pick a delivery time. (which was weeks). Our installer was a very nice young guy with lots of knowledge of inserts. They did a great job and cleaned up well afterwards. The only slight issue is what is not in the initial cost of the insert. Installation and the liner are additional costs that can really add up so make sure you are very clear on the cost of those additions.
We did have an issue with this in the end but it was handled well. If we did need another insert I would not hesitate to use Malm again.

I purchased a gas insert at Malm’s and worked with Pete. The first brand was a Quadra Fire. Pete came out many times due to various problems. After numerous fixes, we both agreed it was a lemon. Pete advocated for me with Quadra (who never did respond). Pete and the owner then offered to replace the unit (eating the cost of replacement And The previous service calls themselves). The new unit works great! Pete is very knowledgeable and enthusiastic about his work/​products. Would definitely recommend!

On September 26^th, 2013 we researched for a company that sells Quadra Fire pellet stoves as we needed to replace the door gasket in our Castile, Quadra Fire pellet stove in Merced, CA.
We located Malm Fireplace Center at 368 Yolanda, Santa Rosa, CA. We were very pleased with our service and the staff who waited on us. Our son and his wife had purchased a gas insert several years ago and has been extremely pleased with the unit they purchased also. Would recommend this company if you are seeking to purchase a gas, or pellet insert. In addition, they also carry some beautiful simulated electric fireplaces for your wall or free standing electric units.

We went to Malm to get new glass for our old fireplace doors. The quote my wife received seemed high for replacing glass but we went with it anyway. When we picked up the doors, it turned out that the quote covered only one door. Very expensive, poor communication — try another store.

Please heed the negative reviews. We have had nothing but problems with the fireplace we purchased from them, it has been 2 years and it still does not function properly– they pass the buck, take forever to return calls, take months to follow up and visit the site, then never check back after to see if things are working — We purchased an extremely expensive fireplace from them — We have other fireplaces in our home (from another vendor) that are much less expensive and have worked flawlessly for over a decade. This costly catastrophe is in our main living area, and it is a daily aggravation

We had to replace the original freestanding fireplace in our Marin County house which was not to code. In searching for a replacement, we found a similar fireplace at Malm. Not only does Malm offer a cool product, they are a family owned company which has been manufacturing their product here at their Santa Rosa facility since 1960.
Their sales approach is pretty low key and maybe not what this guy from the city is use to but they were incredibly helpful in helping us locate an installer, they were patient while we had to delay our install and gave us a tour of their production facility so that we could see their different models and their colors.
We have been very pleased with our experience here and are very happy to support a local business that is family owned and makes their product here in California.

Beware, that if you need to order a fireplace from here you have to wait 5 – 6 weeks for anything!
I first ordered my fireplace and they first told me 2 – 3 weeks, then the second time I called they said 4 – 5 weeks, and then 5 – 6 weeks! And is not like you can order it from anywhere else, since they manufacture the parts here…
Once I got my fireplace, I realize that there was a piece missing, and guess what… it would take 5 – 6 weeks for me to get it… what a drag. Needless to say that I’ve had the fireplace at home for a month with out being able to install it… :(
Service is a bit rude, but you just have to chug along with a smile if you want anything done. Too bad, because the fireplaces are beautiful, I only wish their customer service was better…

Ordered a promised $ 48 part that arrived and was now $ 98. When I complained, I was offered a $ 80 price instead. Spoke with owner, who would not honor his original quote & would just send the part back. I told him his behavior might just end up on Unilocal.He said, «Just Unilocal away.» So…

I am giving 2 stars because I love the doors I bought from Malm for my masonery fireplace. I did not, however, like anything else about the experience.
I totally understand that sometimes there are backorders, mistakes, whatever!!! But a phone call would be nice even if just to let me know that I would have to freeze for another 2 weeks.
P. S. Please tell your install guy that if says he’s going to come by at 6 pm. he should probably at least call if he can’t make it. There is nothing worse than a no-​show.

When we lived in the Central Valley of California, we heated our home with a wood-​burning Lopi wood stove; a lot of people did and still do. The Central Valley is a place where wood is abundant and so it makes sense.
When we moved to Santa Rosa, we purchased a new home with a zero-​clearance fireplace which meant that we could burn wood in it, but we certainly couldn’t depend on it to heat our home.
For the first ten years, we had nightly fires in the fireplace, roughly from about Halloween Eve until the first part of April. They were crackling fires, romantic in scope and mesmerizing for our kitties, BUT, very inefficient, smoke spouting, and frankly, DANGEROUS.
Last summer, we decided to replace our zero clearance fireplace with a gas insert. We had thought about it before, but the «look» and «ambience» of a real fire had not been perfected in the gas fireplace niche market. Last year, we saw some gas fireplace inserts with convincing flames and embers, and decided to investigate.
We took three weeks of going to various fireplace insert stores, all of which were located in Santa Rosa. We had in our mind what we wanted, we knew it was out there someplace, and we wouldn’t being swayed into buying something we didn’t like.
Malm Fireplace Center was our sixth stop and the moment we began looking at their quality offerings, we knew that Malm was the place from where we would buy our new insert. Our sales person was friendly and knowledgeable. Although price was certainly a criterion, it was third in importance to efficiency which was our priority and ambient reality which was our second.
While other fireplace centers advertised reasonable prices, it was not until we started talking the nitty gritty that we realized that the cost of installation was an «over and above» cost. Not so with Malm. The price you are quoted is the price you pay.
We chose our unit and it was ordered, received, delivered and installed in under two weeks. When our original chimney duct work was removed to make way for the new, we were shocked. It had two inches of soot buildup on the inside walls and was a flue fire waiting to happen! It was a tragedy in the making. We are so grateful that we made the switch before the inevitable.
The installers arrived on time, layed down protective drop cloths, and completely cleaned and vacuumed before leaving.
The only extra option we purchased was a wall mounted thermostat so that the insert could automatically turn off and on.
Well, when the fireplace insert was installed … WE TURNED OFF THE FURNACE.
All last winter we were toasty warm in the main part of the living room, dining room and kitchen, and our bedrooms were a cool and refreshing place to sleep. It was wonderful! And if that weren’t enough, our gas consumption went down as well.
A new winter is upon us and on this chilly, rainy day, we are sitting in our easy chairs, in front of our Malm installed gas fireplace insert, as it’s soothing flames chase the chill away.