A Cozy Fireplace

We wanted to help our son and his family in their new home with fixing their gas start fireplace. We haven’t had such great customer service like that since 1975. Although my husband was doing the install, Russ took the time to explain how to do everything. Russ was able to answer all all questions and gave great advice. My son, his wife and three children are now enjoying their working fireplace.

I had a very good experience with Russ and Fritz. Many of the products they sell are available at other dealers or on-​line, but they took special care to teach me the pros and cons of different options and I am glad they did. Not only did I buy something different than what I had thought I would buy, I am incredibly happy with both purchases. The larger purchase was a gas stove/​fireplace for our 3 season room. Awesome! They did such a nice job that I asked them to upgrade the fireplace insert in my main living room fireplace. It is incredibly lifelike and gives off amazing heat. These occasional purchases are scary but Russ and Fritz are good people and I would go back again. They installed on time and followed through very well. Rare these days.

We dealt with Russ & Fritz on three occasions and all have been very positive.
We ordered a Kitchenmaid outdoor built in grill which they installed. That was 8 years ago and it is still working great.
Then about 3 years ago we ordered replacement fireplace doors for our family room and bedroom fireplaces. Both were installed by them without any problems and they look fantastic.
Finally about two months ago we hired them to reface our fireplace with ledgestone. We added a one piece limestone ledge for the hearth and a limestone edging around the fireplace door. They removed our built in book cases which were on either side of the fireplace and it really opened up the entire room. It is spectacular!
I believe they are reputable, honest, and caring. I highly recommend them.

Ordered a fireplace insert in early December. Was told it would be 3 weeks (approx). Received a call a few weeks later that everything was in. The installer called me and said the liner was damaged so they would need to re-​order it. Hoped to have it the next day however due to the holiday they were closed and the liner would be delayed another day.
Liner arrived and we setup an installation time. Ran the liner, then prepared to bring the insert inside. Luckily the installer checked it prior to lugging this heavy thing in and discovered it was the wrong unit. Checked my paperwork and the person who came out to measure and order the parts used the wrong SKU with the description of the item I ordered.
Spoke with the owner and he said they would order the other one. He called later in the day and said the factory was shutdown for a week so he would have to wait until they returned. I called the day they returned as I had not heard and he said he had ordered the unit and would contact me when it arrived. No calls and no updates for a week so I called on a Friday and the person who messed up the ordered answered the phone and said «yes, it’s right here», then proceeded to tell me the installer would call me to schedule. After not hearing anything I called Tuesday and the owner said he thought the installed called and spoke with me to install on Wednesday. The installer called Wednesday and we were setup for Saturday.
Other than the installer who did a great job the entire process was disorganized and not at all what I expected. No of an apology or any concession for the mixup and worst of all I had to chase them the entire time to find out what was going on with the unit.
Most of these things are price protected anyway so if you’re going to buy any of the brands they carry look elsewhere or you’ll be disappointed.