Fireplaces Unlimited

The people make the difference.

We requested a service for our Regency gas fireplace. Because of a staff shortage, we were sent not a service person but two very polite gentlemen who explained they were actually installers, filling in for the lack of a service person. They were not only polite, they knew their product very well. They were thorough, detailed, and explained very clearly what the problem was (nothing to do with the fireplace, but my lack of understanding of how to use the remote). My wife and I are happy, satisfied with the visit, and now, warm as toast.

The people make all the difference.

My family and I have had the best professional services from Fireplaces Unlimited for over 20 years. From purchasing a fireplace to maintenance and repairs, the company and the technicians have provided excellent service.
In one instance, the fireplace company our strata council sent us, gave a quote of $1500-$2000 to replace a part and labour expenses. The technician from Fireplace Unlimited was able to do the same job for under $200 because the company didn't upcharge to the extreme for the part and labour.
I rarely give reviews and never a 5 starred one but in the case, Fireplaces Unlimited has earned it.

The guys were great. They left the place clean and tested the fireplace. We were shown how it works and maintained. A job well done

Very happy with the product and the installer's. No pictures yet. We're debating how we finish off the mantel.

Purchased Regency 39E gas stove. Excellent performance. Installers were great and did nice work. I only wish that the quote was itemized so I knew exactly what I was paying for.

I bought several units for a large reno, the staff and owners were very helpful and knowledgeable, even considering I was going to install them myself, they went out of their way to make sure I had everything I needed to successfully complete the project. I would definitely recommend them to my friends and family for their future needs

Do not buy from this company! We bought our fireplace from Fireplaces Unlimited, and right from the get-go it didn't work properly — wouldn't turn on, wouldn't turn off, one problem after another. Fireplaces Unlimited customer service was TERRIBLE — took forever to answer calls and emails, blamed the manufacturer, stalled and stalled. At one point we waited over a year for a part — and this fireplace was the main heat source for a suite. Eventually the manufacturer went out of business, and Fireplaces Unlimited basically said, "You're on your own" — when the unit should have been replaced shortly after it was installed. Now we have to spend thousands of dollars to replace it, and you can bet we aren't buying from these guys! Total waste of money and the worst customer service I've experienced in the Lower Mainland.

Update #1: Just read reply from owner here. You had many, many opportunities to fix this but you doggedly refused. I'll call one more time just in case, but I'm not optimistic.

Update #2: About a month ago I got a friendly email from someone at the company saying they would look into our case but have heard nothing back since. Will update if anything changes! But so far par for the course.

Update #3: Finally heard back and no surprise, they aren't going to do anything about our fireplace, which never worked properly. In an email they said they sent service people 9 times, as if that was a good thing. The unit was faulty and they couldn't repair it, and they refused to replace it, then gave up. A good business would have replaced it after three or four tries. To add insult to injury, all they offered this time around was to have their sales team contact us to sell us a replacement unit, which was comical. Zero chance this business gets any more of our money, wish I'd never gone with them in the first place. Would have been quicker, easier and more effective to just burn thousands of dollars!

From start to finish the process went smoothly and efficiently. The staff were friendly and helpful. The installers worked quickly and overall were great.
Thank you for the great service

A simple service call which lasted over 1.5hrs because of a dis-attached pilot light assembly being put back together along with battery replacement on the electronic starter panel all for the price quoted. Great work Cornell

Excellent service, on time, careful on cleanliness in our home, and explained services provided.would recommend

Knowledgeable, friendly sales rep. Patiently responded to questions, gave practical advisement, efficient processing and ensured I had a number to call if questions came to mind after my visit. No pressure sales. Explained the process of install and timeline. Installers connected within the timeline, set up a day/time and connected again on the day prior to arrival with an ETA. Very efficient installers, respectful of my space and time. Provided an overview of installation process, brought protective sheets, offered to remove their shoes, gave me a full overview of work completed on the day, provided a demonstration, and overall, efficient and friendly. A very knowledgeable, service oriented company. Great experience. Thank you!

One of the best companies to have do your work and most friendly and trustworthy people and organization

Excellent customer service and very knowledgable sales staff! Highly recommend this company for your fireplace needs.

The original experience to purchase our fireplace and the installation was great. Since then, it has been the complete opposite. We had an issue pretty soon after install where the pilot would not ignite and turn the fire on. It never became a big enough annoyance that I called for help. Recently the fireplace just stopped turning on. I phoned the service department, and waited a week for a return call. That call never came and I finally called back and booked an appointment. The service tech couldn’t fix the issue because he didn’t have the part (which is mind blowing considering the size of the part vs the size of his service fan, and the feedback that it was a common issue) so he instead left the pilot light running constantly as the solution, even though it shouldn’t have to with the model we purchased. I asked the service tech what to do and he told me they’d have to book another appointment. He also told me that they’ll call to have me pay the invoice. I waited about 5-6 weeks and finally decided to call them. I tried calling last week and my message was never returned. I called on Tuesday to speak with the store manager. She wasn’t there, but I was assured she would call me the following day. Then I got an email from service trying to book a follow up appointment. I phoned on Wednesday again, and this time I was forwarded to the managers line, and I was able to leave a message, but didn’t get a call back. Thursday I got another email saying the manager was out but would call me today. Today came and went without a phone call. At this point I don’t even know what I want, other than to tell the store manager just how utterly painful this experience has been. I’m dumbfounded how disorganized this department is. Rant over…

At first I started with a different company, after the first inspection the quote was extremely high and felt I was being taken advantage of. After asking around, Fireplaces Unlimited was recommended to me. After the work was done, I found the pricing to be far less. The quote I was given was honest fair and and the work was excellent from start to finish. I would recommend this company to anyone. Rob Delaplace.

Good installation; however, no instructions given to us. After they left, the fireplace room filled with smoke. We called the company and they said it was normal and that we should leave it on for 4 hrs. No follow up call. Poor service, in that respect.

Great service, great price and got me what I special ordered faster than promised. What more can you ask for?

We had a great experience with Fireplaces Unlimited. They responded timely and the installers were patient and took time to install the fireplace carefully.

Thank you for a fast, professional seamless job on our installation and framing of our new gas fireplace!

Excellent company to deal with. Installers arrived on time with the correct products and got the job done quickly. I would recommend this group to family and friends.

Technician Sean did an excellent job of accurate troubleshooting and effecting an outside repair with only the exact part required. Very professional job.

Walked out today after my husband asked for more info or a printout fact sheet for the specs of the fireplace. The guy flippantly walked off after telling my husband to just “take a picture”. The sign had no info on it aside from the width. We had more questions but my husband wanted to find somewhere else to go with better customer service. My husband is an extremely patient man so his exasperation speaks volumes. We won’t be back and would never recommend this place. It goes without saying that we won’t be buying from them given that no further information was offered to us beyond the sign in the show room which listed the widths it came in.

I purchased my fireplace and it was installed a couple of days later. The employees were very knowledgeable and professional. I would highly recommend Fireplaces Unlimited.

Fire Places Unlimited were fantastic. Jesse came within a week of calling and he made our fireplace look like new. Highly recommend! Thanks for fixing it!