Customer ReviewsforFireplace Stone & Patio

NEVER BUY A FIREPLACE FROM FIREPLACE STONE & PATIO IN LINCOLN. We started at Fireplace Stone & Patio 5 months before we needed a fireplace. Tom sold us the most expensive fireplace on their floor. We also picked out stone to place around it. We tried to ask about specs of the fireplace, needs for construction, and even how to pay. Tom NEVER RETURNED CALLS. Tom's voicemail is always FULL. It's how he avoids responsibility. The person that takes the calls is the rudest, least helpful excuse for a "receptionist" that I've ever experienced. When told that Tom's voicemail is full (on 5 or 6 different calls), her response was always similar to "what do you want me to do about it?" Finally, after weeks of trying, we were finally able to pay for the fireplace. Our contractor worked to order the stone from Fireplace Stone & Patio. Today, the fireplace and stone was supposed to be installed. First: The pile of stone on our driveway was the WRONG STONE. Second: The stone we ordered, and that shows on our receipt, is no longer carried by Fireplace Stone & Patio. They can't get us the stone we ordered. IT'S THE DAY OF INSTALL. Third: Our contractor called Tom at Fireplace Stone & Patio to see if our fireplace required steel studs. Tom reassured our contractor that it does not. Today, Tom tells us we definitely need steel studs, and our contractor will need to rip our the frame and redo it. IT'S THE DAY OF INSTALL. Fourth: The fireplace was ordered to be installed recessed within the frame. Today, when we checked after work, the fireplace was NOT installed as we had asked. When we called Fireplace Stone & Patio, they said they would need to check the schedule for a time for them to come out and fix the error. When buying from Fireplace Stone & Patio, WE DID ALL OF THE HEAVY LIFTING, and THEY STILL SCREWED IT UP. Not only that, but they don't return calls, are unfamiliar with their products, have no idea what they even have to sell, and are extremely rude on top of it.

It's unfortunate this review was written in anger. We have been trying to reach out to Mr. ****** through his general contractor. There are several inaccuracies about the flow of our involvement with this project. We are a subcontractor coordinating with the GC and another subcontractor and reliant upon information given to us that is too much to describe here. This review assumes we are in total control of the whole project. Regardless, we are sorry our customer is upset and would appreciate the chance to have a conversation to tell our side of the story, and would have appreciated a chance to talk before it escalated to the BBB.