Fireside Home Solutions

Absolutely terrible customer service. Ordered a new fireplace door and they come on site and measured the opening. When door was delivered it was the wrong size. The installer left without even telling me why he left or didn't finish the install. Corporate never reached out and I had to follow up with them to see why the door was not installed. They said they would have to order a new door and I said OK. About a month later I had not hear from them and followed-up and they had not even re-ordered the door yet as they weren't sure if I wanted it and stated that the manufacture had agreed that their would be no charge for the re-order. I informed them that they measured the door and I definitely would not be paying anything additional for their errors. I followed up two weeks later and the door was still not ordered but they had collected most of the money from me for the door. I then asked to speak with the manager and they finally got the door ordered. Once finally delivered and installed it looks good, but this company has no clue what even basic customer service is and I would not recommend using them.

we were quoted $300 for someone to diagnose what was wrong w/ our fireplace. The repair man showed up when nobody was at home except our babysitter and our two young children, which was fine. However, instead of letting one of the homeowners know what was wrong w/ the fireplace, he simply replaced several parts and then proceeded to charge us over $800 for the service, which we obviously did not approve of beforehand. Not only that, but he fraudulently used the credit card that was on our kitchen table (meant to pay the $300 diagnosis fee) as a means of payment, which we did NOT authorize. after disputing the $800 charge w/ my credit card company, they then proceeded to threaten to send the charge to collections. I agreed to pay the $300 that I was originally quoted but they refused to accept that and threatened to destroy my credit over this. BEWARE of this company. They do not act in a legal manner and will threaten your family should you not pay what THEY determine you owe, not what you agreed to.

Our son broke the glass on our old gas fireplace, and we had a tough time finding replacement components as the manufacturer discontinued our model. The staff at Fireside quickly connected us with Tim Reed, who deserves a raise. Tim worked his tail off on our behalf. He acted as our advocate with the manufacturer, who ended up putting the parts we needed back into production. Throughout the process, Tim was responsive and patient with my constant pestering. Thanks so much to Fireside, and most especially to Tim, for a job done GREAT. My family (especially my guilty son) truly appreciate it! - Josh Butler

Urban Restoration LLC and UR Remodel LLC have hired and worked along side Fireside Home Solutions on a numerous amount of projects. I have had the pleasure of working with Mike Potter on one of our most recent jobs. Mike is a professional in every sense of the word, he has an incredible sense for responding to questions in a timely matter, and above all else, Mike has completed all work with beautiful craftsmanship. We, at Urban Restoration, would highly recommend hiring Fireside Home Solutions for any residential project, custom build or remodel.

Fireside Home Solutions Craftsmanship and Service is nothing but TOP NOTCH!! I highly recommend this Company. The install crew was clean and professional and Robert was very helpful from start to finish..

We have used Fireside for many of our projects, not only for our clients fireplace needs, but also garages doors. Working alongside Fireside, specifically J Dials, has always been enjoyable and painless. J is very attentive to all of our clients needs, offering a great selection of products no matter what the clients are looking for and always helpful when suggesting the newest designs. We will always suggest using Fireside to all of our clients and can't wait to continue working alongside them in the future!

I have worked with Fireside Home Solutions on the last 6 projects in Kirkland, WA. Through them I have access to the newest and greatest fireplace options. Great sales and service. Always willing and able to customize the fireplace to fit the needs for the project and client. Cory Dupuy is the best in the business! His work is excellent every time.

Fireside staff are friendly, timely and experienced. We have had many chances to work with them for our clients, and their products and services are excellent. We appreciate that they are innovative, sourcing the newest products, and creative and knowledgeable with what products are appropriate for what applications.

We have worked with Fireside for several years now as our go to source for fireplace additions and inserts. Prior to finding them, we had used a couple of other companies a few times each with mixed satisfaction. Once we found Fireside, we've never had a reason to look further. They offer a nice selection of products and very good service. We can trust our client relationships to their care and expertise, which says a lot. Laura Hertner, our rep, is responsive, knowledgeable and delightful to work with. Great industry partners all around. - Kathie Maughan Francis, Principal Maughan Design & Remodel

I have been working with Fireside Home Solutions for over 10 years...THEY ROCK!!! They have plenty of products to choose from and thier installation and customer service is exceptional. They have exceptional staff and salespersons that are very knowledgeable....mine just happens to be Laura Hertner. Give her a call for your next project....you won't be disappointed.

I am a builder here in Portland area and have used Fireside for a long time now for all the products they offer. I they are well organized, offer top notch service and competitive pricing. Great company.

We continually hire Fireside for our fireplaces and retrofits, but they do garage doors as well so we kill 2 birds with one check. Laura, specifically, makes this so easy due to her hands on approach. She comes to our job sites, provides technical info needed for all aspects of the install, troubleshoots clearance issues and other tricks of the trade, and does not hide at her desk like all the other reps in town seem to. She gets it, gets into it, and takes it seriously. Bravo!

We used Fireside Home Solutions to help with preconstruction design and permitting help, and then installation of a fire table for a roof deck and a 3-sided fireplace for a lobby. Service was crisp and knowledgeable. Installation was clean and efficient. After-install service was helpful and prompt.

Update: The owners of the company both called me and took time to understand the problems, both with the fireplace and with communication. One owner and a sales person came to our home and helped diagnose the problem and even got it going for a few days with the battery pack. The service tech and electricians came out about a week later and found the problem was apparently a faulty receptacle installed with the insert, they replaced that and now it works fine. It has added a lot of warmth to our home and is very attractive. In spite of the bumpy start I now feel that they did work to resolve the problem to my total satisfaction. I have never posted a negative review before, but unfortunately I have to say my experiences have been mixed with this company and the products they sell. The initial experience was okay - the showroom sales person knew the products well and was able to discuss them with me knowledgeably. Then it turned out our fireplace did not measure large enough for the inserts I was considering, and we were told we had to accept a smaller insert - fine, we accepted their expertise even though it was not explained to us in full why this was so. The installation was great - the crew was knowledgeable, clean and meticulous. However, 5 days after we had our new Heat-n-Glo Supreme 130-C installed, it failed! It will no longer light. I called the service folks at Fireside Home Solutions and was told they could not get out earlier than the next week to fix it, and they had re-arranged their schedule to try to make that happen for me, in spite of the fact that I could not be home on the day they had arranged. They would not fix it earlier, and part of the reason, I was told, was that they needed to do a 3-day confirmation call - I was told this _on the phone_, while talking to someone who could confirm the appointment! I just spent $3500 on an insert that _does not work_, and I would caution anyone about buying this insert and dealing with this company - be sure you understand how their service plan works before hoping to enjoy your new gas fireplace!

We were referred to Fireside by a friend. At first we were very excited! We wanted to purchase a Pellet Stove for our basement. The Salesperson was very helpful, when the installers eventually came (it took almost 8 weeks for the stove to come arrive) they did a good job. Our main problem was when the stove began malfunctioning, and we needed service. The stove is still under warranty, but it took 2 1/2 months to get resolution to our stove's issue (which happened to be a faulty plug). This seemed unacceptable to my wife and I since we paid $4000 to purchase and install the stove, and these were winter months.