Puget Sound Fireplace

I have had Puget Sound Fireplace install a brand new fireplace during a remodel and service a different fireplace in a new construction home. PSF expertly met the needs of my remodel. They coordinated with my subs for install and their install earned praise from my City of Bellevue inspector. I lived in that home for 1 year following the install and the fireplace they sold me was 100% trouble free and it was gorgeous. After selling that home, I purchased new construction in Tacoma. My fireplace failed after 1 year. I called PSF and they remembered me. They sent a guy by who was on his way home and he fixed the fireplace and cleaned the glass (which wasn’t 100% clean from the company that will remain nameless that did the original install). PSF sells quality product. PSF has responsive, knowledgeable, trustworthy staff. PSF earned my business when I was in Bellevue and now they continue to take great care of me in Tacoma. 5 star all the way.

This company apparently installed the fireplace in our living room before we moved in (or so says the sticker attached to said fireplace.) It recently stopped working and our efforts to repair it have not worked. So my husband called Puget Sound Fireplace last week and left a message. They did not call back. I called today (4 days later) to see if they would be able to service it. Some dude answers the phone (I didn’t catch his name as he was mumbling) and I state my situation and ask if there is any way they could service our poor little fireplace. He says, «Well, is it under warranty?» I state «no…» And he replies, «Well, you have to call back in February. We aren’t taking any new service requests.»
I was a little surprised at how unhelpful this is. I asked if there was anything else I could do or a service person I could chat with. He stated, «No, you just need to call back in February» (3 weeks from now). Wow. I can’t even believe the lack of customer service skills here. I mean, could you at least offer another suggestion for repair? Or get my information and offer to call me back at a later date? Nope? Okay, then. I’m calling another company right now.
Suggestion: Maybe stop leaving those stickers inside the fireplaces if you are unwilling to help people out when they need to be serviced!

My husband called PSF about 10 days ago to service our existing Superior Fireplace. We were told they were out 1 – 3 weeks out and they would call back. We called again today hoping to secure an appointment. Today we were told they were 2 – 4 weeks out and we could not schedule an appointment as appointments were handled by contractors.
After my husband told me what had happened, I called back with the request to schedule directly with a contractor or to get an alternate recommendation. I did not get either. The man I spoke with told me that their priority is new constuction and that there was no record of either call I mentioned. I responded that we had indeed called and asked again for a way to get an appointment or get a recommendation. He again reiterated that there was no record of either call. I responded that we had indeed called (not sure why I would make this up).
I told him that I would be writing a negative Unilocal review and he asked me to inform him when I would be writing it so he could respond. He then told me he would talk with me again later when «I was not so upset» and without waiting for my response or getting my phone number, he rudely hung up.
I have worked in customer service and could offer some advice on his response. First, respond to what the customer is asking for and never hang up on a possible customer.
Actually after reading the review submitted by Donald E, I feel lucky we are not working with this company.
We chose this company because they are Superior Dealers and thought it would be easier to obtain parts. Since this call, we have made an appoint with a much better reviewed company and were told that most parts are pretty generic and they would be able to assist us.
I would suggest that if you are looking for repair of an existing stove that you choose another provider as their stated priority is new construction.

A quick clarification:
We never refused to pay our bill and are more than happy to do so when PSF, Inc. acknowledges the problem they created and acts in a timely manner to rectify it. It was only when Mr Larson refused to acknowledge the problem or agree to send someone out to quickly repair it after the tech heard it ‘explode’ and identified what he thought was the source, that we had no recourse but to file a ‘dispute claim’ with our credit card company for services provided.
Regarding our appointment time:
The week before when the tech installed the fans he showed up at 8:10 AM. This time Mr Larson said the tech would show up «first thing Monday morning» which turned out to be 9:20 AM and two phone calls later. Mr Larson continues to blame the customer, denies they caused the problem (really?) even though the tech said it might have been caused by a «misplaced screw» when he was installing the new fans, and the problem did not exist until immediately after the tech worked on it. For the record our ‘beef’ is not with the tech who seems very professional. It is with Mr. Larson, who seems just the opposite, and wants to apparently blame the customer.
Conclusion:
Since PSF apparently is not willing to act professionally in our case we could not recommend them to others. Our impression is that this firm is currently over its head in what they do. If you do hire them, good luck and let’s hope they get it right the first time. If not, you are likely to be on your own with an inoperable fireplace for weeks, if not months to come. It’s kind of like your mechanic screwing up a repair job on your brakes that makes your car dangerous to drive and then tells you he doesn’t know when he can fix it («we’re busy») and then goes berserk, shouting at you over the phone, when you tell him you then apparently will have no other recourse but to file a ‘dispute claim’ with your credit card company for the poor service provided so far.

If you need a new fireplace or service in the Puget Sound area, this is your company. We have two 15 year old gas fireplaces and one stopped working. A friend recommended this company so I called them. The technician that came out was one of the most professional service technicians we’ve ever used.
Although our fireplace is old, he immediately knew how to take the trim off and went right to the source of the problem. He was so careful to make sure the are he was working in was kept clean and didn’t cause any damage. He took extra care to clean all parts and replaced a bad component. Most of all, he was able to explain everything we never knew about our fireplace inserts.
I couldn’t believe how reasonable their service call was, and for the replacement of parts. We will use them again in the future when we re-​model another room with a fireplace and will now consider an outdoor fireplace that we discussed with our technician.
I trust this company and highly recommend them.