-
November 2023 by Ann Taylor
Bought very expensive logs from them. Asked them to come out to inspect for winter plus I couldn’t get them lit. Their charge was over $300.
-
September 2023 by Kris Berger
Alexandria was so helpful & knowledgeable in helping us redesign our Fireplace mantle. She was professional and returned all my calls. Highly recommend this company. We are so happy with the finished product!
-
September 2023 by Alexa Cappelletti
Had this fireplace installed and could never get app to work right. Additionally, it’s only ever worked off of battery power. Really messed us up after the cold snap last year. After contacting the Intellifire app people they said I can’t reset the app without getting to the module and I have to pull the whole thing out to get to it. Fireside Home and Hearth wants to charge me almost $300 to just come out. Not to mention it was never set up correctly in the first place. So now, I have a completely useless app and the whole point of me getting this fireplace specifically was so that I could check it if I wasn’t home. I hope they will do the right thing but I’ve been trying to deal with this off and on for almost two years.
-
May 2023 by Catherine Ziglar
Fireside hearth & home has a wonderful group of employees in my eyes to of the best was BK and kip hoskins, kip always got the job do and always tried to get it done on time to my great sadness as his wife we loss Kip May 11th 2022 he enjoyed his job at always tried to help as well asBK and Steve. please keep his family and friends close and prayers.His loving wife Cathy
-
January 2023 by Mike McSwain
I had an appointment from noon to 4pm. By 4 pm I had not received a call and when I called the office I found that they closed at 3 pm. I received a call after 4:30 from the tech saying he could come by if I wanted him to. By then I had contacted another company to install my logs and was no longer at home.
-
January 2023 by Dave M.
Had a fireplace service scheduled for noon-4pm on 1/6/23. Tech did not show up or call at scheduled time. Left a tag on door at 5:30pm (we'd left by then to go out to dinner). Called 336-274-1663 back on 1/9 to reschedule appointment by was told "you can't reschedule yet because the tech (Trent) hadn't turned in the ticket yet". WTF?
-
December 2022 by brian faille
Was asked to come to Fireside owners house for an exterior work estimate years ago. Had a confirmed appt. time. Many cars in driveway, front door and garage door open and lights on. Rang bell a few times and waited, no response. Proceeded to walk around exterior of home to gather info for estimate. Owners released their German Shepard and I was attacked in their backyard. Bad people.
-
December 2022 by Teresa walker
I have texted and called multiple times since Monday and no response!
-
April 2022 by Fabian Ortiz
No hours listed on the door. Google says that they're open but they're not.. And by appointment only..lazy business.
-
February 2022 by Rondell Smith
We purchased a house with a heat and glo fireplace in June of 2021. One of the fireplaces was not coming on so I called for service. I’ve been calling and texting since we moved in and no one has called me back or come out to even look at our gas fireplace. I don’t know if it just needs to be lit or something is broken. I feel that this is very unsafe and for how much the house is costing this neighborhood you would think that they would use a more reputable company. Or at least a company that you could easily talk with someone on the phone.Steve the sale rep was very helpful and got me in touch with a real person that was able to get me a appointment at least.
-
January 2022 by CC & K Rental and Handyman Services
These people never answer phones and promise to call back within 24 hours and never do. They are living in another globe.
-
February 2021 by Jonathan Hawkes
Hope I never need to use them again. Very painful experience. Worst customer service I have seen in a while. They need a new phone system. Hard to hear them. No one returns calls. It took me calling 7 times in a row to finally get someone to answer. After checking on my replacement order part which was due today, I was told I had 30 minutes to get down there to pick it up, or I would have had to wait another 4 days to get it. It already took 2 weeks for my part to come in. Even when I tried to place my order, I was trying to confirm the part, and all I kept being told was that there are no refunds or returns. I said I understand, and I want to make sure this is the right part. I am not a fireplace person, and have no idea if what I was doing was right. Thankfully, the correct part came in, and I was able to pick it up. That's why they get at least 1 star. Please work on your customer service, and your phone systems. Avoid them if you can find your parts anywhere else. Good luck if you need to use them.
-
February 2021 by Jacque Hill
These folks are terribly difficult to reach.I’ve always had to leave cell phone message or a text message. They gave me a date they could come to the house for maintenance on two fireplaces and asked me to text them the model information, which i did. They gave me what I think is a very high service fee (over $200 for one fireplace plus another 150 for the second and when I asked them to call so we could actually speak about this visit cost, I’ve not heard back and that was three weeks ago... don’t even waste your time with these folks. They are either too busy to return calls or are too rude to work with in m opinion...
-
January 2021 by Alyssa C.
This company installed our fireplace when we built our home so we thought call them for maintenance. First of all the website says they r only open Tu and Th from 12-4 and when you call you get a voicemail for some woman named Michele, not Fireside. So I left a voicemail. Never got a call back. A few days later I called again, set my appointment which was of course a window appointment. Friday from 12-4. It's now 4:30 on that Friday and no technician, I call the office and guess what they are closed. I called first thing Monday morning and got some guy who verified I had an appointment and he didn't work my area so he took my number and Michele would call me back later morning. No call and again awful customer service. I have another company coming in about 15 minutes. They have called and emailed confirmations 3x since I sent the appt yesterday. I would not recommend this company.
-
January 2021 by William T.
These people suck and I'm glad they haven't gotten back in touch with me regarding replacing the glass on my fireplace. The lady that answers is rude and lies. Based off of the reviews I've seen here I feel blessed that I didn't do business with them. I've called twice and every time it's like an inconvenience to them or just the lady answering the calls. IDK but I think I found a business close that can get me right. I'll update when job is done.
