Customer ReviewsforHotspot Fireplace & BBQ Shop

The hotspot sales person seemed knowledgeable at first and talked ** into a small wood burning fireplace insert stating my research was incorrect and the bigger unit would heat ** out of our home and it was not efficient to burn small fires and we would ruin it. We went with his recommendation since he was the expert and why would anyone talk the customer out of something bigger, I thought. The Regency Altera he sold us was defective, breaking 3 times within a few months. When it was working, it would not maintain a temperature above 64 degrees in our home and we had the electric heat going as well to maintain that temp. I had to stock it in the middle of the night to have any type of hot coals by morning. All 3 repair guys said this unit was known for the air tubes falling out and being defective. When working with the sales person, he stated he could not get calls back from Regency and they had terrible customer service and they were not willing to work with us/them. He stated Regency would not talk to me if I called them, only dealers. He agreed to sell us a larger unit if we paid the difference. Then he also charged us for removal/install and a new permit. The new medium sized Lopi works great and heats well and overnight. A couple weeks later, I met a rep at a home and garden show and they informed me everything we went through was wrong. Regency has great customer service, we should not have been charged for re-install or another permit. She contacted a Regency rep and Hotspot had never opened a repair ticket for us through Regency and stated they are unable to assist us now due to this and the unit was removed without notifying them. Basically, we were taken advantage of and lied to. We spent a lot of money there, purchasing 2 units for our house, another one for the basement. This place did not deserve our business, does not deserve yours and hopefully they do not continue do business at all.

Completely horrible and unacceptable support after the initial sale (over $7000). We bought the new insert and installation 4 months ago. The initial installation was not completed as they failed to install the bricks and thermostat for us to use the fireplace insert. The insert is not centered and the installation crew damaged our steps. I personally installed the internal bricks and thermostat so we could use the fireplace over the holidays. The custom front panel was quoted with a 2~3 week delivery and was expected in December. After repeated emails we were told on 1/03/2023 that it would be another 2~3 weeks. Today is 2/20/2023 and we have not heard a word and we are still using the fireplace insert unfinished cosmetically. Our disappointment and frustration goes beyond anything we could imagine and we will NEVER do business with this company again!