Pioneer Fireplace

Very helpful. I priced glass for my woodstove all over town and they beat the best price by over $100.

Absolutely 5 star sales and service at Pioneer Fireplaces. I purchased my AMAZING Saber BBQ from them a couple years ago. I am repeat customer because I am always treated well and have learned to trust them. They serviced my gas fireplace today with equal care and professionalism. Bravo and thank you.

Pioneer installed a very expensive, beautiful fireplace in our new build. A couple months later we experienced a serious leak and that caused thousands of dollars in damage. With destructive testing it was found to be faulty installation of the chimney. I contacted them and was told to send the video / photos showing the damage and cause. Weeks later, multiple follow-ups and no one has even connected with me. I’ve experienced poor customer service before but this is another level. Do not trust these guys with your home.

Excellent company. Professional and pleasant from initial contact to installation. All my questions were answered and at no point did they try to up-sell me more than I wanted. The conversion from my pellet fireplace to gas went without a hitch. I definitely recommend this company without reservation.

Highly recommend from purchase to installation. Easy to deal with, from Sales person to Installation. Awesome Fireplace perfect size keeping me nice and warm.

The customer service I received from Dennis was top notch, very knowledgeable and took the time to explain everything I needed to know about gas fireplaces, I would highly recommend the Nanaimo store,

Absolutely fantastic customer service! We got the Pacific energy summit insert and couldn't be happier with the help selecting what was best for our home!

We are very pleased with the service and workmanship by Pioneer. The replacement of our see-thru fireplace was known to be a challenge. Fortunately Chris came up with a model and solution that was workable. Kudos to Chris, Kevin and Dan for a job well done!

The best fire products focused on reliable brands whether functional, decorative or both. Valor and Pacific Energy being locally produced. Very knowledgeable staff dedicated to transparency and finding the answers if they don't have it right away. Employs a Team based customer service approach and stands the test of time. Nanaimo's oldest Gas and Woodstove store. With increasing demand for these products and catching up with the industry slowdown the last year, the staff always does their best to respond in a timely manner but patience is appreciated as there has been an unprecedented surge in customers for the island.

I had a Valor fireplace installed recently and am overjoyed with it. It is everything I was promised and more. Thank you to Dan, Peter and Chris you were all outstanding.

THIS IS 4 STAR SO YOU READ IT
The stove itself is beautiful the second stove even if it's chipped in a few areas it is not broken like the first one they tried to install the service was lacking the installers were incompetent not impressed at all the whole transaction and one recommend them to anyone

Pioneer fireplace at first could not give me a time when they were able to provide me with the fireplace times and dates were messed up once they arrived they didn't have all the parts for the fireplace telling me that it is not their job to install key components to installing a fireplace they damaged the house they damaged the fireplace I would not recommend you going with Pioneer fireplace

We are very happy with the over all experience of our recent valor fireplace installed in our home. Graham was very knowledgeable on the product and helped us pick the perfect fireplace for our space. The installers were quick and professional and went over the operation of the fireplace once it was in, which helped a lot! Thanks Pioneer!

I recently had my 'retro' fireplace insert replaced with a Tofino i30S model by Pioneer Fireplace in Nanaimo. I am so pleased with my new unit! It's wonderful to be able to enjoy a beautiful and cozy fireplace with the click of a remote control. The customer service at Pioneer was excellent - both the office staff and the installation guys. I admit to being a bit anxious when the new insert didn't fit into my existing old hearth - it stuck out about 4 inches. The technician took measurements for a custom built (reasonably priced) fabricated surround, which was installed a couple of weeks later. It looks and works beautifully. Thanks, Pioneer!

I have contacted this store 3 times in the last few weeks. Each time they have asked me to leave my phone number and full name and they would get back to me, also asking me what my business would be (buying a fire). Each time, they have not returned my call and potential business for themselves. I would not, as a result, ever advise anyone to use this business; they are obviously only interested in commercial projects of substance and not individual buyers or perhaps they deal with only big names in town. My business is going elsewhere.

Terrible customer service. Our experience with management was unprofessional. Our calls were seldom returned, the manager made an appointment to come to our house to look at the fireplace we bought from him as it wasn't working as promised and he was a no show. Quoted us one price then charged us more when the bill came. Would not recommend Pioneer Fireplace.

They only got a 1 because you cant give a 0. I ordered a pellet stove insert and payed my deposit and was told i would have to wait a month for installation which was supposed to be on a Monday, on the Friday before they called me and gave me a bull story that their distribution company gave my stove to somebody else and they couldnt get me another one until March (its Nov). So now im scrambling to find another stove because the one i have doesnt work anymore and its my only secondary heat source for power outages which are frequent here. All they offered was a half forced (smirking) apology and my deposit back. They didnt offer to try to find another stove or anything. If you can get what you need somewhere else please do so you cant be disapointed because they dont care!

I bought my fireplace from pioneer over the phone and email from Graham. It was fantastic. He emailed me the brochures and then I would phone and ask questions. He was so very patient and very informative. My install was delayed about a month due to delivery but as soon as it came in they were here. Peter did an awesome job installing the fireplace and was very quick, unfortunately a part was missing and had to be ordered but was here within the week and Peter was right back and completed the job. Once the stone was completed on the front I emailed pictures for my WETT letter. After I hadn’t heard anything for 2 weeks I started phoning. I wouldn’t say I got the run around but I didn’t get my letter. Finally a month after emailing my pictures I got my letter. I would recommend pioneer fireplace but would definitely tell of my experience.

I would like to share what can only be considered a bad experience, my wife and I bought a gas fireplace from here 5 years ago and had a not so great experience but we decided we’d give them another chance.

After a few times setting times and dates for the install, which were not met. My wife missed a half day of work to meet them at our house for the install and they no- showed. We talked to the owner to express our frustration and he said he’d call back. He didn’t. They finally showed up today, without the wood stove and I asked the installer if he planned on getting it all done today as we had expected. His response, “ I guess so” He left without saying anything and when we called to find out what happened, they said we can try for Monday. They then said if you’re not happy we will refund you. No going above and beyond for a fireplace we waited 6 weeks for. Very disappointing!

The staff and quality of the products at Pioneer Fireplace are outstanding. We received excellent support in making our decision about which fireplace to purchase, including clear and detailed information about the installation, output, use, and aesthetics of the many options.

Initially we planned to do our own installation, and the staff was helpful with all of our many questions. Ultimately we decided we would rather bring in the experts, and we did not install it ourselves.

We scheduled installation and Ted and Al were professional, knowledgeable, and were able to give us clear, accurate, and useful information about how to run the stove. They had a truck equipped with everything they needed from tools to alternate parts. Ted and Al are amazing! They made a difficult installation seamless.

I highly recommend Pioneer Fireplace in Nanaimo and am grateful for the excellent experience I have had working with them.

Our old fireplace is dead. I have contacted several fireplace stores and they are the one who responded promptly and price is reasonable. Thanks to Chris and Shaw from the showroom, they are very helpful and friendly. Thanks to John and C. J.for doing the installation, they are very thoughtful for clients.

Pioneer provided excellent service when our gas fireplace failed. They were prompt in scheduling service, the repair people showed up on time and their diagnostic and service procedures were excellent. Special thanks to Dan, who is a great representative of the company, has a great attitude and was extremely helpful in resolving issues. Thanks to Pioneer for their great service. We have purchased two gas grills and the fireplace from them and will continue to give them our business, both in Nanaimo and Parksville.

Poor install and customer service. No contact after install was left incomplete. Very bad experience all around. Take your business and money else where.

Wow! I just bought a Saber grill from a family friend, and needed a part that was over $200.00 usd$ from the states! Tony totally hooked me up for under 20! And was nice enough to lend me the install tool.

We just purchased a Pacific Energy FP30 and were very impressed with their knowledge and service. Highly recommend them!

I purchased a wood burning fireplace insert and an electric fireplace insert as well as installation. Always great, friendly service. These guys know their industry well!

We just purchased a Gas Fireplace from Pioneer Fireplace. Graham sold us the unit. He came over to our house and did an assessment. He was professional, knowledgeable and gave us great suggestions. Tim, the owner was very helpful also. The installers were efficient, did the job within the time frame and cleaned up all the mess. The entire transaction was 100%. This is the 3rd time we have bought from Pioneer and would not hesitate to recommend this company again.

We could not be happier with the experience we had with Pioneer Fireplace in Nanaimo. Chris was very responsive to our questions and provided good advice on the selection of the fireplace. Dan and Peter got up at the crack of dawn to be onsite by 8am and were friendly and professional. We are so happy with the end product and would highly recommend this team.

Pioneer Fireplace Nanaimo BC
They are awesome.
I was looking for a gas fireplace to replace my existing wood burning living room fireplace. I wasn't sure what I needed but knew enough so I could ask some of the pertinent questions to the sales staff.

Wow was I in for a pleasant surprise, the salesman was an expert, knew all the right questions to ask me, so he could advise which fireplace would fit with our life style and also the size of the area which we expected to heat. After showing us a few different units I quickly realized the one he was recommending wasn't a come on for a quick sale but really the right one which met our expectations and I could clearly see the benefits of the fireplace.

They did a site visit to confirm "we had picked" the right one, but also to make sure the installation would go smoothly with no problems.

A quote was written up for us that was actually less money than we had been quoted for a smaller fireplace from another dealer.

They gave us an installation date, phoned the day before letting us know what time the crew would arrive. The installers arrived first thing in the morning, both polite and courteous, brought a bunch of drop cloths in and Vacuum, setup their work area and proceeded to work in a very systematic and efficient way. Working in an old and dirty firebox, they were able to get the fireplace installed, run a gas line from another area of the house, put intake and exhaust pipes in the chimney install a roof cap and NOT MAKE A MESS. (John and Brian) They packed up all their tools, drop cloths and took them back to the Van. Then showed both of us how to use the controls, made sure we were comfortable with everything. With that they were Gone.

Right from the initial purchase to the final installation we were treated as friends. My wife and I sat back and thought to ourselves what just happened.in a few hours we had a brand new gas fireplace installed and all cleaned up. We had planned on the installation being an all-day event.
That's, buying from people who know their product and how to install them.
NO, we’re not related to anyone involved with Pioneer Fireplace.
They're just good old fashioned honest business people.

Helpful knowledgeable pricing is very competitive! Factory direct and they know their products. Totally seamless experience