Fireplace & Grill Experts

Received a quote from Fireplace and Grill Experts for 2 fireplaces in May 2021. We then decided to get more work done in our home so we went with a general contractor for the fireplaces and the additional work. The contractor walked out without completing the job to no fault of mine. When I called and spoke with Nate his pride and ego got in the way and his rude tone and immaturity was clear. He flat out told me he wouldnt even take full payment to redo the fireplaces. His customer service is one that Im happy to not give this business any of my money. He was rude and insensitive. Jason who gave us the original bid from Fireplace and Grill experts was rude and condescending when he did the bid. Cant speak to their work but their attitudes towards people is cold and cruel. Im sure their reply to this review will be rude and place blame on me. I asked for service and to pay in full at full price, not sure how or any company would be ok treating anyone like I was. Sherry was nice when I spoke with her about my situation. Thank you Sherry for being kind. I hope they treat you with respect but sadly Im guessing they dont give 100% of my interaction with their installers.
Nov 26th, 2021

5 stars all the way! Tim arrived promptly, was extremely professional and very easy to work with. In just 25 minutes he was able to diagnose the issue with my gas fireplace, repair the problem and get it back in perfect working order - just in time for the snow to start flying! He even gave me honest advice on how to buy and install an under-fireplace blower on my own. That, folks, is the type of honesty that creates lifelong customers. I wish ALL companies were run like Fireplace & Grill Experts and had folks like Tim!
Oct 26th, 2021

Prompt return call from Nate 09.22.21. That's the only good thing. I needed a millivolt fireplace remote and receiver. Cost on Amazon - $125.99. Fireplace & Grill Experts quoted $375.00 for the part and $125.00 for installation - - which is pretty simple. Absolute ripoff of a company, IMHO. Buyer Beware. P.S. - See company's response. I stand, 100%, by my statement. I called other companies, very reputable, and their markup is no where near the 3X markup on parts. Also - - it is the EXACT remote that they supply - - the Skytech SKY-3301 (AND QUOTED THE EXACT SAME MODEL!), which has NO manufacturing differences if you buy it from Amazon or anywhere else - - as long as it's a genuine Skytech remote. I ended up ordering a higher priced, Skytech remote control & receiver from Amazon and scheduled an install PLUS a full cleaning and inspection of mechanical parts with a total price that is still $100 less that Fireplace & Grill Experts. Dignity and respect isn't ripping people off with a 3X markup on parts, in my opinion. You be the judge, folks.
Sep 17th, 2021

Was told that $150 I paid to have someone come out would include fixing the grill and that they would carry the part and fix it then. Not only did they not thoroughly clean the grill they left the cover off getting it dirty again. Then told me that it would be $375 more to fix the grill. And then said they couldnt promise me any set time on when I can schedule getting it fixed. So they wanted 250% more to hold out the possibility of getting it fixed sometime in the future but still no reliability that they would actually fix it entirely since they already said they would once. Buy a new grill before paying these people. Update: the owner reached back out, had listened to what Id been told by employees and what was done. She had the grill fixed and went above and beyond to make it right. Not all first experiences go well but it is good when one realizes they erred and they fix it.
Jul 8th, 2021

Company contacted initially Nov/Dec 2019 for a non working fireplace. Previously working and used. Visit#1 Pilot changed, however fireplace still not working. Visit #2 Damper motor found to not be working correctly. Quote of $2250 given. We thought about it for a year. Company called Nov 2020 to order motor. Visit #3 Done to confirm what was found in Visit #2. Charged. Motor ordered, but we did not hear from them for over six weeks. We were informed wrong motor was ordered. Visit#4 Motor installed. Fireplace still not working. Diagnosis, cable connecting fireplace switch to motor not working. This was ordered. Six weeks go by. Visit #5 Cable installed, everything working. Strong smell from fireplace. Visit #6 Repairman, having a difficult time turning on pilot. Pilot turned on. We are told lower damper was not fully open, opening at the end of chimney not wide enough, and to not let pilot turn off. I explained that once I smelled chimney, I had turned off gas and tried to open lower dampers inadvertently closing one off, they were originally open when fireplace was smelling, and that historically it had not smelled. I followed instruction left fireplace running with all windows on. Tonight, we noticed pilot off. Could not re light pilot, something we have done a million times in previous years. Judge for yourself. Hiring new company.
Apr 12th, 2021