Pacific Fireplaces

I think our repair was a difficult one but Pacific Fireplace was persistent and it is now working. They even came on a saturday so that we could have it working for Christmas. Thank You!

The tech showed up early and was super efficient and tidy. I highly recommend Pacific Fireplaces!

Pacific Fireplaces came to clean and check my fireplace today. The tech who came was very efficient. And did a great job of protecting my carpet, and cleaning my fireplace.

Great, fast service. Came when they said they would with a phone call on route. Much appreciated.

The best fire places (Pacific Fireplaces installed and is servicing 3 units for us) and the best service on Vancouver Island. Thank you for your continual professional attention.

Ken was great. He explained what he was doing and made some suggestions for improving the looks of our old fireplace. He also suggested we get some carbon monoxide alarms and where best to place them for the safety of our family. We would definitely recommend them.

Several other fireplace companies said that our 20 year old fireplace could not be repaired because the parts were not available. Replacement cost along with drywall and new ducting somewhere between $5000 and $10,000 for a new one.
Pacific had the part and fixed it in short order, and its heating perfectly. Thanks.

Greg showed up on time, was very professional, answered my questions and did a great job servicing my fireplace.

Second time I've called Pacific Fireplaces and again excellent service. From the first phone call to a technician visiting when I was at work went so smoothly. Vivien was my go to gal and she sent reminder emails and was so kind and accommodating! My propane stove is old but it keeps on ticking thanks to this awesome team! Call them, you will not regret it. I highly recommend this local company for all of your needs!

Great serviceman- retired chap - knowledgeable and good sense of humour - perfect for the occupation

I booked an in-home service call with Pacific Fireplace for March 7,2023 to fix my electric fireplace. The Technician arrived on time and was very personable. As he dismantled the fireplace and inspected the various parts, he told me what he was doing and why he was doing it. He was quick and efficient.

Pacific Fireplace recently repaired my electric unit. I found their representatives to be knowledgeable, dependable, and very responsive. I am impressed enough that I will ask them to service my gas unit next winter.

Greg arrived on time and explained what he was doing during his maintenance check. He was informative and friendly. We are very satisfied with Pacific Fireplaces.

Excellent expert service. I got a service previously from another company, and they could not fix our two fireplaces. But Pacific Fireplace expert just found the problem with ease, and all problems are fixed in a timely manner. Thanks for the service.

The Technician was friendly and efficient. Left his workplace clean.
I will definitely use their service again.

Showed up on time, and did a thorough and professional job, cleaned up well afterwards. Will use Pacific again.

Amazing service from start to finish. Very knowledgeable office staff and fantastic technicians!

The service was great and the technician, Greg, was friendly, professional, and knowledgeable. The price was fair and we paid exactly the price that was quoted.
I would definitely recommend Pacific Fireplaces!

Nothing to comment at this time as the stoves are not in operation yet as is still hot to use them. Later in the heating season, I will keep a watch for any issues to advise you about.

We would recommend the installation service and extremely pleasant interaction with Pacific Fireplaces. We have confidence in the product and are happy with the fireplace at this early stage.

Update after one year. The fireplace has exceeded our expectation and heats the entire living room, kitchen and dining room with ease.

The Pacific Fireplaces' team are amazing. They were: on budget, on time and very professional. Chad and his team are the best! These folks have it all together!

Excellent support & work by technicians on service calls. Honest and professional advise given by technicians. Great support when booking service calls and following up on issues that were not resolved by the other local company that installed the propane insert initially.

The whole process from information gathering to scheduling to servicing and billing were done very professionally and transparently! The service and cleanup was excellent. Thanks!

We had our very old propane fireplace serviced in January 2021; after having just bought the house which my son and his family now reside. The igniter switch was gone. It was repaired (even though the parts are so difficult to find for this old beast!)
When my son went to start the fireplace a week ago, it again, would not ignite. I called and spoke to Chad and ultimately gave him my son’s number so he could walk him through a few possible easy/common fixes. They spoke, and in very short order, it was discovered to simply be old batteries that needed to be replaced in the unit itself. SUCH a relief to know that we won’t have to replace the beast just yet! (The propane tank was ‘just’ filled!)
We’re hopeful that ‘she’ makes it through one last winter and we’ll have her replaced. Now was NOT a good time with all of the other upgrades that needed to be done to the house!
Outstanding customer service. Chad was friendly, kind, and showed a true desire to help out in any way he could.
Thank you so much!
Barb Mah

The service was a regular annual one and the representative was punctual, friendly, knew his job and took the time to advise me on the operation of the pilot light, for the optimal use of the gas fire.

Wonderful friendly service. Pacific fireplaces replaces our remote, made the fire and glass spotless, and ensured everything was safe. Will definitely use them again for next service.

We had our annual fireplace cleaning and service. Excellent customer service and wide range of knowledge regarding our fireplace. Thank you.

Pacific Fireplace provides a service you can trust. As a landlord, the setup for an inspection/service for a rental suite was easily scheduled and Pacific Fireplace provided great communication and coordination with the tenant. As part of the service the main control valve was found leaking gas into the fireplace, and was replaced. Unfortunately, within a few weeks the replacement valve developed an external leak on the valve body and required replacement. This was completed promptly and without charge, with the same high level of communication.

Greg came and serviced two gas units. Did a great job, attention to detail, clean and efficient.

A few days later for no apparent reason I got up in the morning and my gas unit wasn’t working.

A phone call and within an hour or so Greg was back to check it out.
Turned out a defective power supply decided to fail.
Gas stove is still able to be used with battery backup and The new power supply should be in soon.

Thanks Greg

Pacific Fireplaces recently serviced my gas fireplace. They were very professional, sending emails with detailed instructions on what to do before the booked appointment, as well as a reminder a couple of days ahead. They were quick, efficient and knowlegeable.

BEWARE: This company overcharges for routine maintenance work.
My neighbour had this company complete a routine maintenance of her gas fireplace which is identical to ours (the builder built both of our houses on the one lot) My neighbour was charged $150.00 for this work which I felt was in line with this job. Two weeks later, I had this company perform the same routine maintenance of our gas fireplace and I was charged $210.00. When I called Pacific Fireplaces and complained about the discrepancy in price, the receptionist went on and on about the "supply chain" issue. I pointed out, as it stated on the bill, this charge was for "labour" only and questioned how they could increase the price so much over such a short period of time. She said they might look at reducing this next year. Clearly this company is just gouging people at this time of year when we are all starting to use our gas appliances. I would not recommend this company.

Technician was friendly and efficient. Pricing was fair and the work was completed promptly and to our satisfaction. A job well done!

We replaced a gas fireplace insert recently. What a pleasure to work with Vivien & Amber on the phone, Don for measurements, Caleb & Chris for installation. And Chad, owner for suggestions & options that gave us the look we wanted. Very professional business & we look forward to staying warm & cozy!

Repairman arrived within time frame, was pleasant and helpful. Issue solved. Highly recommend.

Shelley

The company was contracted by my strata to inspect our fireplace. The contract was for inspection only. They went ahead and charge me for replacing a gasket and charge me without my permission which is illegal.

Old gas fireplace quit; no longer manufactured. Pacific Fireplaces came next day; couldn't get parts to repair any longer, so measured it all up and got a modern replacement that fit along with the associated temperature controls. They did a great job; made a custom front to suit and it all works perfectly. The whole effort was completed in two weeks from the call for help. Professional trades people, courteous and knowledgeable. Cleaned up after completion, as it they were never here.

Pacific Fireplaces is the place to go. We bought a wood burning insert from them last year and our hydro bill has been cut in half. Great products, competitive prices, excellent service and awesome staff. They have a beautiful new store you should check out.just a few buildings down from the old one.

Friendly, efficient and super fast service on our air tight stove glass-in-door problem. Thank you very much Chad and Bonnie!
Bob

Caleb and Chad did a great job installing our new natural gas fireplace. They were on time, clean and professional. Highly recommend Don and his team for great value and service!

Horrible. I cannot and will not recommend this company. The woman I spoke to on the phone had the most horrible attitude. She was very unhelpful. Does not seem to know what she's doing. Worst customer service experience I've had in my life.

We had a great experience with Mike, Bonnie, Don, and the team at Pacific Fireplaces. We originally went there months ago to take a look.when we finally decided to go forward with a purchase, Mike remembered us despite the passage of time. We were impressed by both the efficiency of work (and Don changed his workday to fit our schedule) and its quality. Another reminder of why it is nice to be Islanders - thanks to all of you for your help. The room has gone from outdated to contemporary and the fireplace as its centre pulls it all together!

This is the first time I have used Pacific Fireplace and I won't hesitate to do so again. From my first phone call, to a f/u call asking could they ensure the service guy had the right part so I didn't have to get it ordered and have them come back, to their arrival and the work they did, their attitude was friendly and helpful. I was thoroughly happy with Pacific Fireplace. I had my fireplace serviced in March of this year by another local company, the customer service and attitude were sub par and once I was billed $136 the fireplace still did not work and has not until Pacific Fireplace came in. I will certainly be bringing them back each year for the maintenance and cleaning of my gas fireplace. Thanks guys!

Pacific Fireplaces just finished a job for us. In a word - terrific. They were all over our project, spectacularly friendly, fast and no ugly surprises. They are caring, thoughtful, and thoroughly professional. We are delighted with the result and will use them again. This was one of those rare occasions where I cannot think of a single issue. Simply delighted. JF.