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December 2023 by Brian Dougherty
Honesty can't understand this company. I had them do service on a chimney a few years ago and was very satisfied. About 3 weeks ago, I needed service since the unit was not igniting. I called at least 5-7 times and got voicemail every time. Left 3 messages with no response. I then tried to submit a message online and a person called me back within 30 minutes. Was pleased to hear from them because I was thinking they may be out of business. I told the person about my issue, gave him full details and he said he was passing it on to the service dept. I received a follow up e-mail that day, December 7th fromt he person who contacted me and copying the service dept telling then to contact me. Today is the 18th. Have sent three e-mails. No response. Something is really off with this company and I had to find another vendor.
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November 2023 by Marcus Stephen
Are these folks still in business? It appears not.
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February 2023 by peter smith
we were very happy with our insert and service BUT now we have a problem with it working on battery when the power goes out, when you need it the most. we have called at least 20 times, left messages, finally went up to the store and was assured a repair person would be out in a week. SURPRISE no call and no repair man. there is a terrible problem with this company, now to find someone who can fix it!
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January 2023 by christian switzer
Sad to be leaving this review after almost 2 months of trying to resolve an issue with this company. My gas fireplace was installed over 2 years ago and now will not light. I called a few different companies to service it but had no luck as they will not work on it if they didn’t install it per their insurance. This left me with the installing company (glowing embers) to do the work.. easy enough right? I started contacting on 10/17/22 with no luck until 2 weeks ago (end of November). I spoke to a women who tried to trouble shoot the problem over the phone but no luck. I was told I would receive a call the next day from a tech to schedule service (take my money please. Just fix it). Now here we are on 12/8/22, no call back, no answer from numerous calls and messages left. As a business owner myself I am embarrassed for how they conduct business. Not sure how or why this is the norm there (even after a buyout). Serenity now. Avoid
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November 2022 by Al Oakey
Horrible don't answer their phones don't return your calls back and don't know anything about the stove for repair. Don't know how they could be in business
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September 2022 by Karen Thomas
We are thrilled! Thank you. Timing was perfect and the installers were super professional!
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June 2022 by Jane G.
HORRIBLE COMPANY!!!!!!horrible company----do not buy here---when we bought a $4000 stove they tried to charge for delivery when we picked up. they said you have to pay delivery to our store even tho it is in stock and you are picking up. they ended up backing off this policy and not charging a delivery. then 2 months later harmon stove broke down---not usable. called glowing embers----no one would help us unless w4e paid an additional $300 on top of cost to fix-------buy from tall pines instead!!!!! unethical and dishonest.
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June 2022 by Shane Lindaman
I called 3 times and even sent an email to get my chimney swept...CRICKETS for response...not the decency to call back or respond. These people hide behind their answering machine. I called and left a nasty message and indicated perhaps they should not be in business and BAM! they call back within 5 minutes and tell me how crude I am and that they called me. I checked my phone records and they never did, maybe they called the wrong number.. Hey Glowing Embers how about calling back that quickly when your (former) customers call?! I'm done with this place.
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February 2022 by Steve F.
horrible company----do not buy here---when we bought a $4000 stove they tried to charge for delivery when we picked up. they said you have to pay delivery to our store even tho it is in stock and you are picking up. they ended up backing off this policy and not charging a delivery. then 2 months later harmon stove broke down---not usable. called glowing embers----no one would help us unless w4e paid an additional $300 on top of cost to fix-------buy from tall pines instead!!!!! unethical and dishonest.
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June 2021 by Jeremy Reeves
Worst customer support ever. We've been waiting for ~6 weeks for them to look at our fireplace that stopped working after a few months. We've contacted them at least 8 different times and keep getting promised a callback but haven't received a single one.
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May 2021 by Bob A.
I wouldn't have them do anything for me I got and fire place insert it was installed wrong had to try to get them back they canceled 3 times they are not a reparable company
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January 2021 by Karl L.
I took a fire door to have the glass replaced at glowing embers in Mayfield Pennsylvania this was taken and back on the first weekend of December and now we're approaching 7 January between myself and my son we have attempted to contact this company numerous occasions no less than 20 leaving voicemail messages to college back at not one number not two phone numbers but three different phone numbers just in case they couldn't handle it they have yet to respond to a single call as to what the statuses of the fire glass to be replaced in the door I do not recommend this company at all
