Business ProfileforMy Fireplace

To start, if it was an option, I'd give this company negative stars. We had an outdoor fireplace installed and had nothing but issues from the start. We (an engineer and someone with building experience) - planned and built a framed structure to house the fireplace and myfireplace was not only unable to provide clear answers as to the required specs, but with every interaction we were given different answers and requirements. We attempted to reach out to the supplier for clear guidance on the building instructions, and were unable to get anywhere with this as we were not a certified dealer. Fortunately, we were able to figure out enough details on our own to complete the structure build and it was ready for the fireplace install. On install day, two installers arrived and neither had ever installed an outdoor unit similar to the one we had purchased. Both spent time reading through the instruction manual, indicating out loud on multiple occasions that the instructions were not clear. As far as I'm concerned, these guys are supposed to be the professionals - this didn't leave me feeling confident in their install abilities. Once the unit was installed, we asked **** (sales and supposed know it all when it comes to install), to come by and have a look to ensure we were still within code and everything to spec prior to sealing the unit in permanently with a stone surround. **** graciously showed up to our property on a Saturday (claiming he was a hero for doing so, seeing as it was a Saturday - despite him being the on-call contact that day), and indicated that the fireplace had been installed too low and that our structure needed to be altered. During this visit for some unknown reason, **** became not only confrontational but verbally aggressive *************************************************************** *************************************************************** *************************************************************** ***************************************** we asked **** to leave our property on 3 occasions as he continued to yell obscenities. The last comments that came out of his mouth on the way out of our yard were "I knew you guys were going to be a pain in the *** to deal with" and "you are going to burn your house down" - which was ironic, because he, nor any employee at MyFireplace seemed to have any idea as to how to properly build and install the fireplace we had purchased. To follow up with this, we reached out to the store manager, ******. Who not only was demeaning on the phone, but seemingly downplayed the fact that one of their employees was verbally aggressive toward us and took multiple attempts to get him to leave our property. After this initial phone call, we did not hear back from ******. After reaching out again to see if anything came of our situation, she asked us to re-tell the whole incident via email - "so that it is in writing." We also never heard back following this. My wife and I then asked to be put in touch with the owner - wanting to relay our concerns re: the terrible guidance we had for building the unit, unprofessional install and the aggressive interaction we had with one of their employees. The owner, *****, simply sent an email back saying, in a nutshell, that "**** had been spoken to" and that he did not wish to discuss this any further via a phone call (as we had asked). He proceeded to sign the email with something along the lines of "if you could please pay your remaining balance." And that was the end of it. We were also told by the owner that they have someone specifically in their store who specializes in helping with designing the structures to house the fire places they sell - this was not once offered despite multiple phone calls and visits to their locations during the planning phases of this project.

Overall, we were pleasant and kind towards MyFireplace with each interaction - certainly not behaving in a manner that would warrant such brutal customer service and treatment. Our fireplace has been completed to code, and works which we are happy about - but the process to get to this point was not great. In our experience, MyFireplace lacks the knowledge required to support their customers in planning/building structures to house their outdoor units and has a significant lack of customer service and courtesy. We 100 percent WOULD NOT deal with this company again, and hope that this encourages others to steer clear of them also.