Grass Roots Energy

Amy & Mark were a pleasure to deal with. I called in and told her my situation and exactly what I was looking for, she didn’t try to over sell me and gave me a very good price on a wood burning fireplace xtrordinair. Install team did a great job as well, very impressed. Hopefully if anything goes wrong their customer service will be as good as it has been so far.

this the only place to go to buy wood burning stoves, related parts, and gas fireplaces — i have bought all three at different times — Mark and his crew can always answer all the questions that all the other places seem to greatly struggle with (i feel like i went to every possible place from chicago to rockford) and every time this is where i ended up buying all my stuff — really trust me — i already did all the leg work now :)

Lousy customer service. We bought a Vermont Castings stove from them about 10 years ago and the gas valve just went bad. The company which makes the valve no longer does, but there is a replacement for the stove. I have been calling and emailing Grassroots for over a month and they seem helpful and tell me they will have an answer in the next day or two — but they never call… and when I call them again they have to be reminded as to the issue (yesterday was my 7^th correspondence with them in a month’s time). The technician, Mark, simply does not follow up. He told me he sent an email to someone and they never responded. Whenever I call he reaches out again — I assume by email — and then he just forgets about it. It’s been over a month now and still no resolution to the problem. I just want to get the stove fixed. I called Grassroots and asked to speak to the manager or owner: the receptionist tried to back up Mark by saying they are really busy. I asked if that was their standard procedure to tell customers that they will call them but then not follow through and she again tried to support the idea that when they are busy they don’t have time to follow through. I again asked to speak to the manager or owner only to find out that Mark IS the manager and owner. Explains everything. He’s not being held to a higher standard, so his employees aren’t either. I ended up calling the stove manufacturer myself and got an answer almost immediately. Someone needs to tell Mark that customer service is the service you provide when it’s NOT simple and fast… and that theirs is non-​existent. They apparently are only interested in easy sales and easy fixes.

Purchased our fireplace in 2007 and have loved it! Installation and service were both exceptional. Had it cleaned and they remembered the install and both gentlemen were extremely polite and respectful to me and to my home. Would strongly recommend to anyone looking for a broad range of «fire lighting» options!

We recently bought a modern linear fireplace from Grass Roots Energy, they were recommended by our general contractor. Installed in basement, install was neat and quick. Only glitch was the Grass Roots guy told my contractor to install the gas line on the wrong side. No problem, Grass Roots owned up to the error on their own and made it right, no cost to me and no time lost on our remodel job.
We LOVE the new fireplace, it heats our entire basement and looks amazing!
I would use Grass Roots again, everyone there was super nice and easy to deal with.

Consider somewhere else. The service is half and half. The installation is very poor. We purchased an expensive stove from there and have problems with it that they can’t answer but know it’s an issue. So why still sell it? Also, if they say they close at 4pm they really mean 3:53pm. At least they turned off the lights at that time leaving us in the dark.