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December 2023 by tom molidor
The best and most detailed staff I've worked with. Shawn is incredibly helpful and super knowledgeable. 1000% recommend them
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November 2023 by Roxanne Essex
I needed my fireplace serviced, and they were very knowledgeable, on time,cleaned up after themselves. I highly recommend using them for heat and glow fireplace.
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September 2023 by Kevin O May
Very helpful
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March 2023 by John Fusek
We looked at We looked at quite a few fireplace retailers before selection Southwest Fireplace. The main reason was location, but they seemed to have knowledgeable staff and prices were comparable to others. We were wrong.Despite looking at various models - nobody provided important information about selecting a fireplace. Things like size of the room. Our new family room is 400 sf. We were sold a fireplace that was designed for a room 5 times that size! We have 5 settings on the remote - 1-5, with 5 being the highest flame. We can only leave the setting on 1 as anything higher and the room gets too hot. They did not tell us that the fireplace did not need a hearth. We just assumed it did and had it added when the fireplace framing was built. It was only on the day that the fireplace was installed that we were told that we could have set the fireplace on the floor. We probably would have selected that option if we were told that by the salesman, but we were not. We were also never told until after the fact on what the height of the mantel needed to be. Another oversight on the overall team on their lack of proper communication to the seller. They also installed it by not following the original plan of having the rear vent at the height we were told. Now we can see daylight thru the fireplace when sitting in the family room because the vent it right behind the fireplace box.We called them numerous times and each time had different people providing different answers. It’s a stooge fest at that place! Nobody knows what is going on. They always blame the customer and NEVER take responsibility for their screwups. We finally hired another more reliable company to take out and reinstall the fireplace correctly and the way we originally wanted.My advice if buying a fireplace from Southwest - ask a lot of questions. Do your homework and then ask more. Make sure you question them on their installations. Then make sure you shop with the competition. I used to be a firm believer of shopping local. We actually like the company in Warrenville better, but went with Southwest because they are Aurora. Big mistake. They could care less about the customer and only take the money and run.For the amount of money we spent on this- fireplace we expected more professionalism, a proper installation and superior customer service. Southwest Fireplace failed in all three. Horrible company and staff. Stay away! Seriously. This company is bad news.
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December 2022 by Mary Jo Musovich
Have not gone to this place. Thank you for the reviews. All that is needed is one bad review to keep me away. Sounds like this company is all about money. Not loving their products or trying to help make their customers happy. Can’t answer questions because they aren’t getting any money from installation.What a joke. Good luck with your business. YOU GET FOR FLIES WITH HONEY NOT VINEGAR.
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December 2022 by Nicole H
Only 2 heatilator vendors in the area and they will not accept new clients unless they unit was purchased directly from them.
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December 2022 by Steve Cagney
Found what we wanted immediately. Sales rep was very helpful.
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November 2022 by K S.
We called to see if this company would service our gas fireplace. The employee on the other end was extremely rude and belittled us, the customer, on the phone. All we did was tell him the last time we got our fireplace serviced and he tried to make us feel ashamed. When we asked him to stop being so rude on the phone he stopped with his sarcastic comments and then got snippy. We told him we were going to look for service elsewhere. I would never call this company back. Just by the customer service I say they are extremely unprofessional.
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August 2022 by Lori P.
I recently bought two patio sets which I love. I had shopped at many patio stores all over the western suburbs and couldn't find anything. The salesman John was easy to work with-knowledgeable but not pushy. The furniture was available and delivered with in 2 weeks. No supply chain issues here. I noticed after a couple of days that one of the chairs were dinged. I contacted John and he was quick to replace it. A real person always answered the phone- no hold, no foreign call center. This was such a refreshing experience because I've been working with another furniture company for over a year to get some pieces fixed/replaced and I have spent at least 15 hours on hold - very frustrating. If you're looking for quality patio furniture and customer service, I would highly recommend Southwest Fireplace.
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April 2022 by Sean Drummond
Great program! Great people! Definitely a class worth taking.
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November 2021 by Mike O.
Bryan recently swept our chimney and installed a gas log. Everything looks/works great and he did a really good job explaining the maintenance in the future. Also had a good experience going to their show room to pick out a log.
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September 2021 by Abby N
Southwest was friendly, knowledgeable and timely with my service. It’s always a pleasure to deal with their teams and technicians.
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July 2021 by Abby Nieter
Southwest was friendly, knowledgeable and timely with my service. It’s always a pleasure to deal with their teams and technicians.
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June 2021 by K A
Joe came by today and I couldn’t be happier with the work he did. The guy is an artist. Very friendly, professional and prompt. As long as we have a fireplace, southwest fireplace will have our business. Highly recommend!
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May 2021 by Jason Rogers
I am absolutely disgusted with the experience I have had with Southwest Fireplace. If you are reading this review, this is your chance to shop elsewhere. It is ABSOLUTELY worth it, even if you have to drive an hour+.I bought the Expedition II Wood insert for my fireplace back on September 25th, 2020 for $4381.17 (Including Install). I was told approximately 4 weeks for the insert to arrive, and then the install date would be set up. Unit arrived on time, but they blew off the install the morning of because of "staffing issues". John would later tell me via phone that a customer lied to them about the scope of a project they were on and they couldn't leave that project. After confirming with multiple employees it was a staffing issue, they later tried to change their story and say all the parts were not in.Day of install was an absolute disaster. The two installers lack of knowledge was absolutely scary. They asked if I had a dolly because they forgot to bring one. I explained I had several along with straps. I explained we could wheel the unit easily all the way to the fireplace. The two installers said they were just going to take it apart on top of the truck, carry in the pieces, and re-assemble it back inside my residence. After attempting to put the unit back together, they did not have the proper parts. The two installers told me they had to run to the store to buy some parts to complete install. I asked the installer who claimed to be doing this for 17 years if there were any additional safety features that prevented carbon monoxide from backing up into the house. He responded and I quote, “There is no carbon monoxide in fire or smoke”. Scary. When asking questions about the cap, he said, “I have to do it like this, see how the other chimney caps are on your neighbor’s roof?” He then points to a PVC vent on my neighbor’s roof. I stated I sure hope your not doing it like that as it has nothing to do with a chimney or a cap. The installers did not turn on the unit, burn any wood, or make sure it was functioning properly. When asked, they had no knowledge of how the unit worked and stated for me to read the manual. Seventeen years of installing inserts, one would think you would have some knowledge of how it worked? Of course I'd read the manual.The unit had problems immediately. Severe smoke damage either due to a bad glass door (or more likely faulty install & poor air circulation), moving parts, gaps in the frame for ash to fall down by the blower, etc etcI contacted Dan, the owner who made several excuses including his sales associate Allan trying to over deliver for the sale, language barrier of installers, admitting the unit might have "kinks" to be worked out, & more. Even after a representative came to my house, took photographs, admitted severe problems, pointed out additional problems, I received no response back from Dan for 3 additional weeks, and I had to contact him. He just shrugged me along to John.John is about the most unprofessional human being you will ever meet. Tried to blame the problems on me for burning cherry wood saying cherry wood is not listed in the manual. (Manual lists examples of hardwoods and softwoods. It gives 4 examples of each.) I explained those are only examples of hardwoods and softwoods on page 12, and no insert would tell you that you cannot burn cherry.... a popular hard wood. He then tried to blame me for using the wrong cleaning product. Then said I had a change of heart on the unit or it was too much work 4 me. Continued to just make excuses, and then tried passing the problems back at the manufacturer.How did it end? More weeks of being led in circles. I explained to John I was going to post poor reviews, contact the BBB, and use other resources available to consumers. John then called me, screamed that he would lean my house if I disputed my credit card charge, and he would sue me if I left one negative review before hanging up.Nice. Product with possible "kinks". Terrible install. And bully/threaten your customers.
