Appliance Repair by The Fireplace Company Inc. in Lake George, New York

The entire process from start to finish was a overall great experience. Staff was extremely helpful and the owner Paul was very knowledgeable. My husband and I love our Kozyheat gas fireplace they installed, it looks great!

Great service. Not only were they were able to figure out the model of my ancient insert from a few pictures after I moved into my new home, they quickly ordered me a new blower so that I could efficiently heat my family room.

I would give this business zero stars if possible. Without writing a book of the amazingly terrible interactions with this company, let's do it by the numbers. I have owned my fireplace for 8 years during which time it has only burned about 330 gallons of propane because it has been broken and or waiting for service during the rest of the time. It has had 5 thermocouples. This last time it took 12 weeks 13 unreturned phone messages before I finally drove 45 minutes to their facility to get the service appointment scheduled. They kept the appointment as scheduled a week later and replaced yet thermocouple. It worked.....for a total of 3 hours before the fire went out as did the pilot and we were back to square one again. My next 4 messages were unreturned and this time I was asking for all the service records so that I could talk with the mfgr. to see why it keeps failing. All were unreturned. So I went down there again to get them. They refused to give me the records - I can't imagine why, and they kept sending the poor receptionist out to give me the bad news each time I persisted. Finally the owner came out and was incredibly rude - obviously this comes from the top. When I very reasonably explained how ridiculous it was for them to have such a bad product that they refuse to stand by, never return very civil calls, and were now preventing me from getting it fixed any other way, he rudely printed all the records right off his computer that he had insisted were not available and said "and here's the door". Unbelievable. NEVER do business with these people.