Diamond Fireplace & Stone

Horrible customer service. Walked in 2 guys in their offices, was barely greeted. Not one looked up from their computer more than 2 seconds, Walked through store for over 15 min browsing their wood burning fireplaces. Another staff member walked in his office and not one of the three had the decency to come ask if my daughter and I needed some help or had any questions. We are in the market for another fireplace and going to have another wood burning fireplace installed in our home but clearly not going with this company. Their showroom is vast but embarrassingly awful customer service

Had a service call and it was just a remote issue/I pressed the wrong button, was helpful and professional.

I used Diamond Fireplace to supply/install a fireplace in my new build this summer. I’ll start off by saying the only reason this review is two stars instead of one is the fact that they were great to deal with leading up to the final stage. After the final was completed and we were moved in I started our fireplace which started smoking and setting off our smoke alarm. After some investigation I found a bunch of melted electrical components and an owners manual that was charred and nearly caught fully on fire in the void underneath the fireplace. After contacting Diamond about this I was scheduled for an appointment 4 weeks later and told I was lucky I got in that fast as they were booking into January. Their tech came out and repaired the fireplace and told us that the front cover must had not been clipped when the final was done resulting in heat getting into the void. Luckily this only resulted in us being without a fireplace for a month instead of the real possibility of burning our new house down. Proceed with caution. I have posted a photo of the charred owners manual under the photos section.

I just became a first time customer, basic clean and service on my gas f/p. Their tech James did a great job & I was charged exactly what I was quoted. Great experience all around.

First class service from Jurgen and his team. They fixed the mess that a previous contractor left. Will be recommending to everyone and for sure using again.