On Fire

We had done some looking at other stores in Santa Rosa, ended up at On Fire as our last stop for that day. We had been looking at gas fireplace inserts and thought that was what we needed/​wanted. However, when we got to On Fire, the young man told us, after he asked what we needed, that what we probably really wanted was a gas log. And he was correct. A lot less money and will actually give us what we were looking for, mostly for atmosphere and not heat.
This is a lovely store and after we ordered our gas log, they told us how to personalize our gas log and fireplace area with decorative additions to make it look like a real fire. Hoping for a cool winter so we can get that atmosphere I was looking for.

Our 1997 vintage gas fireplace died the spring of 2014. It was also time to replace the front face to get rid of that dated brass look. After shopping around for a repair facility we visited On Fire. They were one of the few that were very knowledgeable, Helpful and took the time to discuss/​understand our problem. Linc was excellent, first recommending a repair specialists (Kevin B. Smith, Handyman gas fireplace specialist) to see if it could be fixed. Linc later helped us select a new front or ‘reface’ built by Stoll. Kevin did great work and helped us find another specialist (Leo at Ignite) to repair/​replace the units electronics. Great team work! End result: fair pricing and fast, accurate service for the repairs and updates to the old unit and for the custom reface. The new face looks great! We highly recommend them all!

My husband and I were looking for fireplaces and visited this store because it is well rated and we were in the area. The person we spoke to, Eleanor Butchart, was knowledgeable and very helpful. She asked us questions and guided us to what we were looking for, which was a vented fireplace system. She explained about the mechanics of remote controls and why they recommend the Rasmussen brand. When we started asking about installation I mentioned that we live in San Francisco. She promptly suggested that it might be better to buy a fireplace system from a store in closer proximity. She even wrote down the names and addresses of four stores. She said that the relationship between a store and customers is important and more sustainable when the store was nearer.
This store and Ms. Butchart deserve commendation for excellent customer service!

I haven’t bought anything here yet, however, when I went in to get information about the gas inserts that people put inside of the fireplace, they gave me a ton of information. I knew NOTHING about the product and the salesman explained their inserts without making me feel stupid. Their prices are comparable to other stores, but with a positive attitude.

I went into On Fire about 10 years ago and they were a small store, very friendly, gave me lots of brochures and advised on a fireplace we might like. Fast forward to 2014. Now I was on a mission to find a Direct Vent Fireplace to go into the space that had originally had a real fireplace which was gone and walled over. The heart is plywood as we didn’t know what we wanted to do, so we left it to now. I met a saleman, who was very nice, explained my home. He gave me brochures and said to take pictures and come back and they could give me a better recommendation. Two weeks later return with hubby and met a different salesman «L» who talked non-​stop, over my husbands questions, and interrupted out concerns. Not good, but they have the stoves we want. Met their installer who was wonderful and honest, but he only installs the stove, gasline, etc but is not a contractor. There still has to be a box or some structure built around the stove. Now I read that Kozy Fireplace inserts have had a major recall of their stoves manufactured from 2009 – 2013 because that can explode. Yipe! So we are waiting… now don’t know what to do!

I live in San Rafael and travelled to On Fire in Santa Rosa to purchase a Harmon pellet stove insert. My experience with On Fire was well worth the drive. This is a quality company with knowledgeable, friendly staff and great service. Not only did I purchase a pellet stove, but also a pellet barbeque. I would gladly travel back to On Fire for any future stove, barbeque or patio accessories. They have confirmed my belief that it is always more advantageous in the long run to patronize a local company rather than a big box store.

We have been looking for some outdoor chair cushions and stopped in to see what On Fire had in the way of fabric. They didn’t have the cushions that we had in mind, but Linda, who guided us around the store, was über helpful. So helpful in fact, that we walked out the proud new owners of an 11 foot tilting umbrella that was exactly what we needed even though we didn’t know it, and at a terrific promotional price. Linda let us take it home on approval to be sure it fit the space and went with our other outdoor furniture — no problem. The store has very nice products both on the stove side and the outdoor furniture side. Highly recommended.

I needed a remote control for a gas fireplace insert and was having some difficulty finding the serial number so I’d know which remote to order. Linda at On Fire was SO helpful and really went above and beyond to help me with my problem. I ended up with the correct remote control and for about $ 300 less than I thought it was going to be! Their showroom has some absolutely gorgeous items and I can’t recommend them enough.

I’m not one to write many reviews unless I either have an amazingly good experience or an amazingly bad one. Employee Lynn is the reason for this bad experience. She needs a little lesson in customer service. I will be calling up the owner personally to have a conversation.

One of the first things we did after purchasing our house was to convert our inefficient wood-​burning fireplace to gas. On Fire helped us pick out a model that was perfect for our needs, recommended great gas plumbing and electrical experts to get things set up, and did a wonderful and professional install job. Everyone we dealt with was fantastic! More than a year later, our fireplace is our favorite investment that we’ve made in the house.