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December 2023 by Jesse Johnson
I have been working with Allen out of the knoxville for a little over a year now. They have been installing our vent free , direct vent gas , and wood burning fireplaces. ALLEN has really helped improve that location over the past year. He has been quick to respond to problems and produce solutions quickly or give me an alternative solution!
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November 2023 by Justin Ownby
We recently just purchased a Northstar fireplace from Fireside, from the get go, Steve helped us make a great decision on which fireplace we wanted in our new home. Steve is very knowledgeable on all there products and services. Now, when the installation came, I met Bob the manager. When he showed up at our home, he was very rude and had zero people skills. He didn't introduce himself and was rude the entire time he was at my house. We had to help unload the fireplace from his truck and he looked at us with disgust like he could do a better job but didn't lend a hand one time. Bob just delivered the fireplace, there was a different gentleman that installed the fireplace and done a great job. I appreciated Steve and his communication and would recommend Fireside but would not want to deal with Bob again.
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November 2023 by Louminda Torbett
Terrific experience with Steve. Got to see examples of the Fireplaces instead of just brochures. He was knowledgeable and helpful. We bought a modern looking electric fireplace from him. Highly recommend!
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April 2023 by J M
While the sales staff was the most knowledgeable of the stores i visited in this area, the installation and start-up services is sub-par. They missed the first appointment, didn’t have everything they needed when they arrived for the second appointment and, three weeks, and four messages later (no way to get ahold of a live person) I’ve not heard a thing from them re finishing the job.Shame on me for giving them a second chance. Plaza Linear Firepit ordered Oct 2021. Jan 3 contacted seller regarding expected delivery. No response. Jan 31. Called again. They said they would check on status and give me a call back. No return call. Feb 1 pre-inspector arrived unannounced and advised I was scheduled for install on Feb 8. No installer, no phone call the 8th. I called on Feb 9. Was told it looks like I was moved out on the schedule. They would check why and when I was rescheduled – no return phone call. I called again Feb 11 – no response. Called again Feb 15 – no response.Update March 2022. While the regional manager called and got things on the right track, nothing has changed with the way they run their operation. Service call on newly installed firepit January 3. Needs new thermocouplers. Appointment scheduled Feb 20 to replace them. Shows up with only 1, needs 2. Will be back later that week. No show. No call. Fails to return messages. Get through to regional office and am given a March 22 appointment. New thermocouplers doesn’t solve the problem. I’ve not heard from them since. Now 12 weeks past my original service date and no resolution in site. At this rate, I will never get to use the firepit before the warranty expires.
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February 2023 by Kim Smith
Paid $750.00 to perform basic service and replace valve- Fireplace would then turn off on it’s own. I called to schedule this be remedied as soon as possible—-and would take over 2 weeks to get back to me.The service tech DID troubleshoot over the phone and was very nice -BUT that was only after I asked to speak to a manager - appears the service tech did not wire correctly.. as this is a possible fire hazard. This IS a fireplace.He will try to get out before 2 weeks but cannot guarantee. Not his fault but how the company operates .There are only 2 serve people for TRI Cities and KnoxvilleThey used to perform reliable service at reasonable prices . They have been purchased by a company out of NC since I used them last time?
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February 2023 by dennis barger
I had to have my credit card company pull my payment from them , after I did that they came out and set the unit so I paid only to find out the job was not finished so it looks like I'll be asking the card company again to pull the payment . You can't get Steve to return a phone call his voicemail states that he will return the call IN 48 hrs . What a joke . DO NOT pay this company up front , if you do , use a credit card that will pull the payment from their account if they are no shows . It's sad how bad this company has got . That's only one job with problems , after today I will be sending anyone I build for to Archie's .So , the owner did reply . Yet has no ideal what's going on , has nothing to do with a line of credit , has to do with job not finished no return phone calls owner claims Steve will be happy to help but Steve has yet to call back .
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January 2023 by Yuriy Yeremenko
worst costumer service ever, all calls get routed to one call center and they all say same thing I will take your information and Bob will get back to you and they never do. Purchased 4 fire places from them the biggest mistake in the world, I can't get anyone to come back and finish the job my rep was Steve Vierzba 6 month still waiting for him to call me back. Will never do business with this place again.
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November 2022 by jwills3215
Have tried calling this place all week. Called both numbers on the door at the building as well. Even rang the dang door bell at the door and waited for 5-10 mins and no one came to the door. Cars were there. Will be going somewhere else. Can see why they have a 2.8 review.
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November 2022 by Corey Freels
I needed gas logs for a specific brand so I was referred here. Unfortunately the sales person no-call no-showed me and won’t respond.
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November 2022 by Blake Lingerfelt
Sales experience was great. Very responsive in that regard. They could work on communication regarding scheduling and when someone will show up on site. Firebox installer was fine. Gas log installer had an unprofessional attitude during install.
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November 2022 by Paula Miller
We had a $5000 fireplace installed in our new custom built home and now we are dealing with "it's not my fault". I do not care! Make it right and get it done. 260 Gadusi way, 37774
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November 2021 by Terry Bowen
I have worked with this company for 27 years. They have the most trained staff for miles and miles around. If you are looking for people who are professional, well trained, and take care of the fireplace industry in the greater Knoxville area you do not need to look any further.Their sales floor and showroom is very well laid out. Almost anything you can imagine in the fireplace industry, even if special order, can be acquired there quickly.Thanks for being the people I can count on every time.
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November 2020 by Theresa Lanning
We have two Heat and Glow fireplaces that were purchased and installed by this company in 2005 (new home). We were very pleased with the entire project experience. 15 yrs later we had our first issue with one fireplace, flame was extremely low and could not adjust. Called for help, very courteous assistant who gather all the info; informed us of savings of having second unit checked and cleaned. Technician, Rodney, came as scheduled and called 30 minutes before arriving. Rodney exceeded our expectations on repair and cleaning, also helped us to avert a future issue!
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November 2019 by John Haynes
Ordered replacement fan from them since Heat n Glo says only dealers sell replacement parts (not true.) Paid 3X for fan than you can get on-line and had shipped Overnight. Wrong part arrived next day. Had to return overnight with promise I'd get the right one next overnight. Exactly ONE FULL WEEK later, got the part. Expensive Incompetence!
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Nice place to buy a new fire place.
