The Fire House

I wish I could leave no stars. I didn’t even read the reviews before I went in. The gentleman that came out to help me look annoyed and didn’t even say anything. As I proceeded to ask for a blower for my fireplace. He looked at the manual I had in my hand and said we don’t have anything for your brand and walked away. This caught me by surprise as neighbors have our handed blowers from this store and we have the same fireplace. I will never be going back there for anything. Rude doesn’t even explain.

Don’t spend your money here. The owner obviously wants to sell a lot of fireplaces, but doesn’t care about getting the quality right. In particular, avoid Dan who doesn’t know what he is doing. I asked for a fireplace with a gas insert that had 3 even sides. What I got was a giant top piece with two smaller sides and I had to pay $ 100 more for the two side cuts. Dan came three times to my house and it took over two months to install. If I had gotten what I had asked for, the wait would have been worth it. The problem is that the sales person hasn’t got a clue on how to give the customer what they request. I am so disappointed I choose this company.
Then when the installer came the installation came out to $ 800 instead of $ 399 as Dan had quoted me. Dan could not identify after seeing my fireplace three times that I would need my gas plumbing moved and an outlet installed. The installers were fabulous and helpful. I would definitely use the installers again.
If you are going to sell gas inserts, get some training from the installers on how to measure and install them. I don’t think it’s Dan’s fault he doesn’t know what he is doing. Dan himself is pleasant and personable. It is the owners responsibility to train his staff to know what they are doing.

Abort mission! Lawsuit pending…
I purchased a smoker/​grill that did not work during the warranty. After an amazing display of stupidism from Dennis and his condescending sidekick, Dan Burke… they told me to pound salt. I contacted the BBB with my complaint but they did not bother to respond to said complaint. Next step is small claims court. They have my grill at their location but will not fix under warranty.
The bunch has unbelievably poor communication skills and surely do not back their warranty.
My grill was a simple issue, but they fail.
I had to prove to them that I bought my grill from them before they would even talk to me as THEY could not find the original invoice.
After 7 months of ridiculous back and forth with Mike, Dennis, Johnnie, and über condescending Dan, my grill was FINALLY fixed.
Got it home and it did NOT work!!!
Yet Condescending Dan questioned me on how I was starting it up? Really? I know how to start it Dano!!! So I returned it again.
THEY called the manufacture soon after I left the shop; Which tells me that they tested the barbecue/​grill as soon as I left and realized that in fact it did not work and I confirmed with the manufacture that they DID call and asked for the warranty information which they should’ve already had!
Please do not shop here, horrible customer service and I am about to file a small claims lawsuit against them.
Lastly, my 18 year old son went to pick up this grill when it was supposedly repaired… my son, rather small and skinny grabbed one end to load it into the truck, Dan stopped him, «You take the heavy end». So my son loaded the heavier hopper end. Nice Dan.
Please don’t shop here.

I bought a gas insert here. I will give you 3 things to consider: 1. You will get a better price elsewhere, as the Firehouse jacks up the cost and tells you they give you discounts when they do not. 2. You will purchase one stove but end up stuck with another — they came out and measured and sold me a G4. I ended up with a G3 because it was measured wrong and everything I had chosen I did not get. There is only one sales person that knows his stuff, but good luck getting him to help.
3. The only good thing about the Firehouse is their installer. Daniel was awesome and fixed the major screw ups of the sales staff.

Rude and unprofessional. They are completely ignorant of the products they sell. They were unable to make any repairs on faulty merchandise and claimed they had no way to communicate with the manufacturer.
How can you sell a product that you can’t repair and claim that the manufacturer doesn’t accept calls?
How can you run a business and condone your employees saying to customers «well, i guess you’re screwed!»
$ 1000 grill purchased a year & ½ ago. Worked for 3 months. Multiple emails, calls & drives back and forth to drop off and pick up.
Save your time and money… Go somewhere else.

After shopping for a fireplace insert at several locations, we are so happy we decided on «The Fire House». Our situation called for an over-​sized insert so our choices were limited, but they definitely had the best selection. We were also able to have the frame of the insert custom painted to match our great room. We LOVE it!!! I’m only sorry we didn’t purchase one years ago. Thank you, Dennis!

Called and left VM on getting replacement parts for a Napoleon Grill, simple burner tubes and hose connecting the side burner. They called back on a wed and asked for general information on the grill and to e-​mail them when I had the info. Took pictures and got all the part information and sent e-​mail. called to confirm if they need anything further. I mentioned that I had purchased from east Bay Fireplace and would like to order parts from them as they are a Napoleon dealer. The guy on the phone was being over talked by Dennis saying we are not going to help me. It sounded like they did not want to deal with a parts order. since they did not get the original sale it was a basic FO!
I said so you are refusing to help me… YES!
I grew up in Livermore and my mom had a business on main street for 30 years. Never heard of such poor customer service from a local Livermore business. I guess these businesses are focused on the initial sale and once done well you can jump in a lake.
I wanted to get original parts and not knock of stuff from Home Depot.
Anyway these are guys are aholes… calling Napoleon USA next, let them know about TFH.

We had a great experience when we came in to The Fire House to purchase a gas insert. Mike was super helpful with describing the differences between the models on the floor and was able to set us up with an insert that did not require the installation of an additional electrical outlet. He was also able to come take measurements the next day to confirm our order.
We purchased the insert on a Saturday, had our fireplace measured, Sunday and had the insert installed a week later on a Tuesday. The install went flawlessly and the contractors were done in an hour and a half.
We would strongly recommend visiting The Fire House.

We got rid of our wood stove and replaced it with a gas fireplace insert. We had great service– they helped us pick out the right one for our space (without high pressure sales) and did an awesome job on site, removing the super heavy cast iron stove and installing our lovely new insert. We’ve had it for over 2 years now and couldn’t be happier!

We wanted to convert our wood-​buring fireplace to a Valor natural gas insert and talked to the Fire House in August. They showed us many options and warned us the Valor we wanted may not work in our fireplace. The gentleman came to our house, took measurements, and with ¼″ to spare we ordered the Valor (at August sale prices!). The plumber they recommended (for the gas line) was fantastic to work with and the installer was equally wonderful — both were on time, cleaned up after themselves and did a great job (and gave helpful suggestions/​options). Now it is finally cold and we are able to use the fireplace — what a great asset to our home! We were very happy with our experience at The Fire House.

I agree customer service is the worst! We bought a pellet stove and it is NOT installed correct… And when you open the hopper it rubs the paint off. I called the store they said they would call back and have the service dept check it out. Waited a week for the call… Noting called again same response we will have the service dept call you back today. Again no call. They have no problem taking your money but try and get Return call it won’t HAPPEN I will never shop there again. And all I can say is… shame on your customer service…

Customer service here is the BEST! I don’t agree at all with the other two reviewers. Our fireplace insert stopped working, very close to the 1 year warranty date and the owner Dennis sent out a repair tech quickly and got it working again immediately. take some of these reviews with a grain of salt.

Coustomer Service here is the worst. Lost a remote and i can gurantee that he never gave it to me. Called back about a week later and he said there is nothing he can do about it. He said you sign it. How can u call your self a business place when you cant even take care of your customers. DONT EVER GO HERE ITS THE WORST PLACE EVER. I wish i can give a negative rating about this place.

I am not sure if I would call this a review as much as I would call it a warning. As a consumer who advociates for appropriate and ethical business practices I think everyone should look elswhere when looking to acquire any products sold at The Firehouse. I have personally fallen victim to some very poor product, service and blatant unethical treatment. When purchasing my fireplace for an outdoor living room I was provided a «good deal» as noted by their sales rep. Such deal, within one week was then off the table because the product I was sold was not available. So I got upgraded. This seemed to be OK until this product then didn’t show up and the Firehouse had provided false time commitments on when it would (note: I was told it would be within the timing of my contractor’s schedule, several times). At the point in time I was told I would not be able to get the second product in a timely manner I was then offered another fireplace for more money. Being under the gun on contractor timing I had to pay more for a product to wrap up the project. This by law is noted as Bait and Switch, which is being reported to the BBB. «This new fireplace is far superior than the others», as was represented by Nick at the Firehouse, but they can’t provide it to me at the price of the others. I paid more. When this fireplace shows up, it doesn’t work. It is faulty. Now I am not only in a position of paying more money, but I have had to pay more money on a product that does not work. When my contractor went to bring this issue to the attention of the owner of the FIrehouse and the Sales Rep (Dennis and Nick respectively) we received minimal help and guidance. Rather all we got was blatant misrepresentations (lies) about the status of the fix, the timing of delivery of new parts, that they would go get this taken care of, etc. Keep in mind I am paying for my contractor’s time as he is trying to work through the issue. After my contractor and the Firehouse go through the issue at hand what we end up hearing is «yes we have seen a lot of issues with this unit». Imagine my reaction when they notate this product has issue after I have paid hundreds more for this new unit because the other ones were suddenly not available? This is illegal as per consumer protection laws. The final note is don’t believe them when they say you are getting a good deal. I actually looked at purchasing a fan from them. I was told the fan was $ 399. When I called back later I was told it would be $ 447. I questioned the pricing. I get told «there is taxes». Now be smart and do the math. $ 399 with tax would be $ 428. Again another «misrepresentation». The Firehouse is the worst business I have truly ever worked with. Pay more, get worse than you would ever expect. Again this is a warning not a reveiw. Stay away from them, go to Dublin. The extra gas for 10 miles is worth it in savings down the line.

As part of our Master Suite remodel we decided to replace the wood burning fireplace with stylish green marble surround with a more energy efficient direct vent gas model. See my before /​after pics.
We did a bunch of research and got several estimates and ended up going with The Firehouse because we had a good feeling from Dennis and Brandon as we discussed our needs. They actually *downsold* us to a lower priced model with lower BTU than we originally asked for an estimate for because they thought would meet the heat requirements for the Master Bedroom size.
Every other company was like «sure, we can get you what you want» rather than figuring what we really needed.
Plus, they were having a sale the week we came in to get an estimate! Bonus!
Derek, the installer, did a great job demo-​ing the old fireplace and putting in the new one. There was a slight draft coming down the chimney chase after the install so he came back and did some extra sealing around the new chimney cap that was installed. He also pointed out an issue on the fireplace face and that was warrantied immediately.
I highly recommend these guys, if you’re looking for a new fireplace, stove or insert.