Comox Fireplace and Patio

Purchased and had them install our gas fireplace 4 yrs ago. We had a couple warranty concerns off the trot, but Tommy the owner, was patient and followed through to insure we were happy with the results. Fast forward to 2022, their customer service has remained high! Friendly and knowledgable staff!

I recently had my fireplace quit on me while I was awaiting a new heat pump. It would start and burn for a minute, then go out. Since the fireplace was my only source of heat I was rather distraught and they had no gas fitter available. I had taken it apart and cleaned it in case there was dirt causing the issue but when I did so I disconnected the sparker wire so I made things worse. (I have fixed it myself in the past this way but forgot about that wire.) Anyway the service girl called back and asked if she could send someone out who was not a gas fitter but very knowledgeable. Yes please! He came over, realized I had disconnected the sparker wire and put everything back together for me. It worked! So the cleaning must have done something and his realizing that I had disconnected the wire and made things worse was great. I asked him what he did over there as I knew he wasn’t a gas fitter and he informed me that he was the owner. Anyway, I was most appreciative, he was amazing and never did he make me feel stupid for not realizing I had disconnected that wire (when I should have.) I highly recommend this man and his business for making sure that I was able to keep warm! Service with a smile!

You are the only business in the entire comox valley that requires you to wear a mask to shop at your store. Like your most recent review, I showed up ready to buy a patio set, bbq, and fireplace (easily 3-5k), but was turned away for refusing to wear a mask. Im sorry that your staff got sick, but this is ridiculous. I will happily drive to Campbell River. All of the best

Nice to see a business doing their best to keep us all well with their mask policy. I also appreciated the quick responsive service for fireplace problem from staff person, Kylie - thanks.

Was going to drop 5k on a new fire place until I walked through the front door and was bombarded with droconian store policies for masks, directional arrows & plexiglass.

After paying over 5k for a new wood insert, the order took time for comox fireplace to do. Very bad communication and poor service. They just want to sell their stuff with minimum client relation. Living in Port McNeill, I had to coordinate with a friend to pick up the stove and bring it up there. At the last minute, comox fireplace told us they don't have all the parts (but they told us for 3 weeks they did). We had to cancel the installation and now I need to go down island to pick up the last part (since they refused to send it).
In the end, it will take over 3 month and half to get all the parts for something they had all ready in store apparently.
I will never deal with them anymore!
I'm sure other people may have different experience with them, but mine was pretty bad.

Service was good. The lost a star is a result of management refusing to write a supporting letter for our insurance company before even inspecting our fireplace to determine the cause of it malfunctioning: (they also couldn’t recommend another business or technician to contact to perform the inspection and provide a report - which would have been helpful. Other than that, the staff were pleasant and the technician that did come was very good and communicated well, and Brittany was great at getting us scheduled in for service on a tight schedule and fair with our service charges.

Bad communication with install, Our bill repeatedly went up once we had purchased the fireplace, for the install. After work was done they were rude asking us to ‘pay up’ so they would be motivated to finish the job!
Never giving them business again!

We spent a least 15 minutes in the store looking for a new BBQ no one even bothered to help so we just left some customer service this place has

We are happy with the service and product (Yotul gas fireplace) that we purchased. Denie (sales) and the installation fellows were very friendly and helpful. The fireplace will be enjoyed over the holidays with family and friends. We recommend Comox Fireplace & Patio.