Fireplace Center

We bought an insert from Fireplace Center roughly 10 years. I called to have it serviced for the first time this year. The gal who answered the phone was very sweet and very quick to send out one of their technicians to check to make sure everything was in working order. I’m just so pleased on the service that I received. Gabe, the tech, was very professional and thorough. The whole process was extremely smooth! I’m a very satisfied customer. They are a great business to deal with! Thank you again!

Got Burned,
I wanted to replace my existing wood insert with a new gas insert. I went to the Fireplace center on two different occasions, I worked with Alex and explained what I was doing, and what I had to work with. I showed him several pictures for reference. Alex told me he had just what I needed and sold me a very nice unit that he said would work great for my situation.
When we tried to install the unit it wouldn’t fit. So I had Alex come out to look at it the installation. After evaluating the situation, he tells me that I bought the wrong unit, he explains that I basically have two choices.
1) Hire a brick mason to come out and redo my existing chimney removing enough blocks to accommodate the flue configuration for the unit I purchased. Doing this could involve removing blocks up to and through my ceiling and into the attic, additional supports would need to be installed to support the remaining bricks.
2) Purchase another unit that should work with my existing chimney configuration. (did I mention that I bought what he said I needed in the first place)
We went with option # 2, however when I tried to return the first unit they said it was a special order and subject to a 35% restocking fee. ($ 700)
FYI, they sell the product but don’t carry any inventory so everything is ordered from the dealer, and therefore a «special order»
I will point out that the restocking fee is clearly stated on the invoice, however I was thinking they should work with me since my purchase was based on what Alex said I needed. No such luck
In the end we settled on the following:
They would take the first one back if I purchased another unit and pay additional costs. They would cut the shipping charge if I was willing to wait on the delivery until they could combine it with another order.
In the end we hired the guys from Falcos fireplace and spa to come out and do the installation, and were very happy… With Falcos