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February 2024 by Vince S.
Fan to add on for better heat distribution would be a big plus. Staff was knowledgeable and helpful throughout the process.
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February 2024 by Mallory H.
I can't leave less than a one star rating or I would! Worst place ever! Don't do business here. We are all about spending money local but I'd rather take my chances through anything else than this store. Bought an insert at the end of November for almost $3000. I knew exactly what I needed and we've lived in the same house for 5 years, so I know I need a propane fireplace. Talked to the lady Penny who was nice enough. She explained because of the size of my fireplace and it being propane it would be more money. Ok, it is what it is. We tell her we will be out of town between a certain amount of days around Christmas and she said someone would be in contact. After January started still no call on someone coming out to do the install. I call and tell them so they schedule someone to come out. Someone comes out to install it and he says it's a natural gas insert and that we needed to pay an additional $900 for the fireplace. Super frustrated, I tell my husband and said we paid nearly $3000 so he asked if the manager would be willing to settle since it was their mess up. Nope not a penny less to install it. We decide not to get it bc then it would've been $4000. I look it up online and it's significantly cheaper than our receipt. Here it is 2/27/24 and I've been calling for a refund. Every time they promise to call back-- they have not returned a phone call. I've asked to speak with a supervisor or owner because I want to know where the incompetence is coming from-- if it's trickling down from management or if it's an issue between the sales people. The lady asked me today if I wanted a refund or to talk to a manager because he's busy in a meeting all day. . I said no I want both because he needs to know how this store is being ran. If I ran my business like they do, we wouldn't have one! You can't take people's money for a product you tried to upsell them on and then not refund it when they don't play your sales game. Stay far away from this place!
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February 2024 by Cassandra E.
We inherited a 2008 gas fireplace with the home we bought. Every year when the temp lowers in Austin we turn it on. Every year after a few uses the black paint begins to peel off the top of the grill plate. Every year I repaint it followed by it once again peeling and then I paint it again. In total frustration I contacted Georgetown. I sent photos of our tacky looking fireplace so that my frustration could be appreciated. The nicest man, Jeff, in the service dept. called me. He sent me a photo of a new fireplace front that could replace our headache. But unlike your typical service person he went on to explain that if I wanted to try painting it one more time how the metal should be prepped and exactly what kind of paint I should use. Who does that? Jeff was so customer friendly, so helpful. I was surprised by all the time and attention he gave my problem. Georgetown is the best. I will definitely buy my next gas fireplace from these people who really do care about customer satisfaction. Thank you Jeff and thank you Georgetown Fire and Patio!!
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February 2024 by Sandy N.
Jeff at Georgetown Fireplace & Patio went above and beyond to help us to success (& extreme satisfaction) on the install of our wood-burning stove. Rarely, these days, does one find customer service to this extent. Jeff made himself available when I (frequently) called, whether it was about safety specs of the fire wall surround, dimensions/material for platform, or to just chat about "the way things work." He carved out time to meet my contractor and give him a detailed tutorial on specific install issues of the stove, pipe and even the surround and platform. Communication, attention to detail, and more -- all top rate!
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January 2024 by Maria G.
My wife and I gave each other a fireplace insert for Christmas. The people at Georgetown fireplace and patio were extremely helpful and with the extreme cold we were able to keep our 2400 square-foot house warm up in the 70s without using our central heat. I highly recommend them and they're installers. They did a fantastic job.
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October 2023 by J D
Greeted immediately but customer service of woman assisting was horrible. Clearly not interested in actually helping. When we explained the product we used in our previous home, her response "we don't sell that here, we're above that". We knew this place wasn't for us and we'll gladly take our business elsewhere.
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July 2023 by Mark B.
This place is terrible. Dealt with an extremely rude lady named Kelly. Who seemed to not have much intelligence or knowledge of the products. Save your time and money and go somewhere else
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June 2023 by Melissa H.
Great job by Georgetown Fireplace, sales rep Michelle and installer Raymond for excellent start to finish help on new fireplace.
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May 2023 by Bill W
Nice inventory friendly customer serviceThey have everything pluse patio furniture and accessoriesLove Georgetown Fireplace and outdoors
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May 2023 by Bonnie K.
I read online that this place was wanting your business and would negotiate hard to come up with the best price. After doing some investigation I've discovered that the fireplace industry-profit margins are exorbitantly high. They do NOT negociate prices at all. So for that reason it's a two star.
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March 2023 by Eve Stryk
Georgetown Fireplace is the place to go for fireplaces, whether a full built in fireplace, or just add ins to your fireplace, this is the place to go!We were so appreciative to Patrick for being so professional with us. We were totally unsure of what we were doing to put a fireplace in our new home. Patrick met with us twice and had us feeling much more secure on how to proceed!Then he pulled Michele into the mix and it was like a bright light went bing. We were sold. We cannot wait to complete our project!Thank you Patrick and Michele, for helping us with our vision for our new house!Thank you Georgetown Fireplace for hiring such knowledgeable staff!
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March 2023 by Cindy Bryan
The installation service is absolutely terrible.They can sell them but getting them installed is nearly impossible. They say they’re going to come but they reschedule and reschedule. Find your own installer and count on it taking months longer then they say.
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February 2023 by Ryan Friesenhahn
Don't purchase ANYTHING from this company. Worst customer service and if you getting sucked into purchases hope you never need anything after. They won't answer their phones and their manager is the absolute worst
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January 2023 by Theresa Kelley
Thank You, Michelle for your expertise and help ordering our Custom Fireplace doors and log set. We are very pleased. Everything looks great.Jeff and Theresa Kelley
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January 2023 by Mike H
My wife and I went to GFP in September 2022 to discuss having a new fireplace insert put in our great room...September 16th to be exact. We ordered a gas insert that was in stock. We paid 50% at that time...no issues. We were told that install would take up to six weeks...again, no issues. First week of November we had not heard anything from the installer although the person who was happy to take our money in September had told us we would hear from the installer. I called the installer who acted as if this was the first time he had heard about the job. He came out, measured, assessed and told us he would not get to us before Thanksgiving but would get it installed before Christmas...he was close...he installed it on December 28...no issues. This review is not about the installer...he was awesome and did a great job.Up to that point, we had heard NOTHING from GFP. Yet on the morning of December 27 we got an urgent call from GFP basically saying that if we didn't call them back and pay for the remainder of the product, they wouldn't release it to our installer. One call...on December 27th...to solicit more money...and to threaten to not release the product to the installer. Granted, we did owe the remainder of the money and that is not my complaint. My complaint is the fact that we never heard a peep from GFP for over 100 days. Then an urgent call to pay the remainder or the product wouldn't be released to the installer...it was a red flag to me.GFP will be happy to take your money. What they won't do is keep you posted on your product or service timeline, coordinate with the installer or follow up after the job is complete. Nor will they call you back if you are dissatisfied with something. They are simply a cash or credit card pass-through.If you are in the market for a fireplace, fire logs, gas insert, etc., just be aware of what you are getting into with Georgetown Fireplace & Patio. They are expensive, provide lackluster service and aren't really interested in entertaining feedback or complaints. Unfortunately they have somewhat of a monopoly on the area regarding their core products and services...and this level of service is what most likely leads to their poor to average ratings on yelp.
