Rio Grande Co

God awful management.
Apr 9th, 2024

edited from original review - Had some issues with our fireplace after install. they did reach out to make things right. it took a couple of visits, but it looks like our fireplace is now running optimally. thank you!
Feb 26th, 2024

Rio Grande did our wood stove installation when we had our house built. It has been a very poor experience. First, they were delaying other aspects of the build because they did not install the stove pipe when they said they would. After installation was "complete", we received a mechanical affidavit from Jefferson County saying Rio Grande did not pull the installation permits and JeffCo would not inspect it. After we moved in, we noticed the stovepipe cutout in the ceiling was leaking water during a storm (which we had our roofer fix). And today, I found out the stovepipe and spark arrestor were not attached to the house. A mild wind storm blew last night and blew the entire upper section of pipe off the roof (See photo). It must have been very loosely attached and not fixtured properly. When I called and spoke to Jessica and her manager, they wanted $1500 to replace the pipe and fix the problem. I refused and politely said I would just do it properly myself, and she hung up on me. Very unprofessional. I suggest finding an alternate supplier and installer if you are looking for a fireplace. Very poor service. **UPDATE** I ended up speaking with Mackenzie and she had a service technician out to my house the next day to repair the stovepipe free of charge. I did feel like she wanted to make it right and genuinely cared about turning my experience positive. She kept me updated by sending me a few text messages and overall, I think they did a great job on the repair. Adding a few stars back for the great follow-up customer service.
Feb 10th, 2024

Waaay toooo many choices!!! Great place for ideas. Super helpful staff. Best to arrive with a good idea about what you want so you don't spend hours on the store. They can order samples for you sent to your home, make finalizing your choice easier. Highly recommended!
Feb 6th, 2024

My general contractor purchased a fireplace (Heat & Glo Mezzo 48") from Rio Grande. The quality of the fireplace is great (except for the remote but that's for another day) BUT the various Rio departments do not communicate well with each other and it causes a great deal of delay, inconvenience, and annoyance. When the fireplace was installed, the driftwood was back ordered, despite purchasing the fireplace months beforehand. Why? The supply group didn't order them. When the driftwood finally came in, the technician did not put in enough, which I pointed out immediately. He insisted that that's how it was supposed to be (it looked like an empty aquarium with a few sticks strewn about). I continued to raise this issue with Rio by email and phone for the next month, but was told that that's the way it was supposed to look. I finally insisted to Rio customer service that they send someone out with more driftwood or to rearrange them AND to fix the screen that kept falling out. The install technician showed up without warning 8 days before the scheduled appointment, on a day my partner was released from the hospital after major surgery. He was actually great: he fixed the improperly installed screen and when he looked at the manual for the fireplace discovered that the first installer failed to include a large piece of driftwood! Once he put that piece of driftwood in, it looked significantly better. I'd been right all along but Rio staff had refused to listen. Six days after this, Rio customer service texted to remind me about the original appointment. When I pointed out by text that a technician had showed up 6 days earlier without warning, I received an immediate call back from the person who received the text and was told, "We were not notified that someone went out." I then received a text saying the same thing the person on the phone had said. When I pointed out (again, by text) the strange disconnect between the scheduling and the technicians that caused him to show up at my home on a different day than the scheduled date, and to fix the problem without there being any record of it, I was told to contact the office (the office = the same person texting me). Just amateur hour. This is the third time I've had a fireplace installed, but my first time using Rio. I've never experienced the kinds of delays, miscommunications, and gaslighting (no pun intended) as I experienced with Rio. It's unfortunate because the technicians are pretty great and it's a solid product.
Dec 31st, 2023