I bought a elite linear fireplace model BL21 from the fireplace warehouse last January. I found that the ignitor stop sparking recently. Sometimes it works after several try and today it stops working at all. I called the fireplace warehouse, I'm very sad that they told me that their installation only have one year warrantee and I have to find some technician to fix it. I'm not sure it is a product problem or an installation problem, but it stops working after several months usage, that's really frustrating. Derek is always helpful. But if you call them, it always a lady. I do hope she can be more than happy to help.

It was a very easy discussion with Derek and we made a quick and simple decision. Jennifer scheduled installation appointments very efficiently and in no time at all, the install crew was in and out of our house in a few hours. We now have a lovely fireplace. We also really enjoy the remote control feature. Great crew and a job well done.

I received a letter from Fortis that informed me that I had a gas leak that I needed to repair. As it turns out, it was the gas line that these folks at the Fireplace Warehouse installed as part of their fireplace installation. Turns out it has been leaking since day one (years). The pipefitter told me that whoever installed the line did so with the wrong tools, and installed the fitting incorrectly. Thank you for you prompt response. Here's the summary from the gas fitter who repaired the gas line: 1- It's obvious the line was cut with a hacksaw instead of the dedicated wheel cutter specified for this type of line. 2-The ferrule was placed too close to the end of the line and as a result, was unable to provide satisfactory clamping. 3-Tracing on the ferrule shows that the line has been leaking for years. 4-A simple bubble test would have shown the leak...this was not done. 5-If this was installed by a licensed gas fitter.....he should be fired! Unless the installer at the Fireplace Warehouse has his gas ticket credentials, don't let them install your fireplace.

Incredible to deal with. Honest and direct. They care to ask what your needs are and work within your time frame. Please see and speak to Derek

I mostly coordinated with Derek when purchasing a fire place here. I won't recommend any other fireplace seller other than The Fireplace Warehouse. The customer service and expectation a customer would want is fully met and I will continue to recommend anyone who needs a fireplace to go here. Derek is a pleasure to work with and has all the knowledge one would expect from when it comes to fireplaces. Both gas and electric. I am so pleased after finding The Fireplace Warehouse. I shopped at a few other places, but Derek's warehouse blows all other stores out of the water. Thank you Derek for a fantastic experience.

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Service is good and you are allowed to take your time looking around and ask questions.

I was supposed to get a part for my fireplace , Derek told me on Jan 31 they ordered it and it should take 10 days or so and then someone would come out and Install it. I got no follow up and nobody returned anymore of my emails in the entire month of February! I now got my fireplace fixed from another company! This company was hard to deal with right from the get go.

Derek is simply the best!