Customer ReviewsforBC Fireplace Service Inc.

I have read the reviews here and could not disagree more. We had a 30 year plus fireplace and it was not safe! I called BC Fireplace and am very happy with the service, the quote, the people I came into contact with and the product. Michelle and Heather were very helpful and prompt with the quote and Jordan and Theo, the installers, were respectful of us and our home. We were told the job could take 5 hours and they were finished in 3! It was a complex job with trips to the basement and up on the roof! I have no hesitation in recommending B.C. Fireplace!

*****, Thank yo very much for taking the time to write such a kind review. We appreciate it, and enjoyed working with you on your new fireplace project! Enjoy it for years to come.

Way too expensive charging By the half hour $189. Showed up in a brand new *************** Van. Did not have the parts with him. Got an email for parts a gas valve and gasket $500.00 and a quote for 1.5 -2.5 hours to install. I bought the parts on line for $200.00 it took me 15 minutes to take the valve out. Planning to put the new parts in myself (unscrew to nuts) and probably less than thirty minutes to put every thing back together. Even to hire a gas fitter to do it would be far less than this company charges. ** *** *** ***** *** ******* **** ******** Charge more per hour than most lawyers.

Firstly, we must state that the manufacturer of the fireplace, BC Fireplace Service Inc. and Technical Safety BC DO NOT advise any homeowner to repair their gas fireplace by themselves if they are not a gas fitter. Installation and any repairs to this appliance should be done by a qualified service person. In British Columbia that is a B-Class or C-Class Gas Fitter ticket. The technician that came out is a A-Class (highest ranking) gas fitter with over 30 years of experience. A professional service person should be called to inspect this appliance annually. Make it a practice to have all of your gas appliances checked annually. We had reached out several times over the past several years since we installed this fireplace for you to offer reduced rates and TLC coupons from the gas company which would have saved you money. This offer was always declined. Secondly, to clarify our charges: as quoted and stated on our website- $189 for the first 30 minutes, and $189 per hour after that, billed every 15 minutes. The repair on a second trip is billed only at $189 per hour- there is no callout charge for that. The parts that you required are special order, and that is why they were not on the truck. We do keep our fleet in running order as we rely on them all year around. That particular day, the technician’s van was in the shop being repaired, and he had a loaner van, which was new. We are not sure what bearing that has on our service. We do sincerely hope you contact a gas fitter to complete the repair and keep you and your family and home safe.

Wow ! Way easier & less invasive than I predicted . I was needing a fan fixed in my ancient old fireplace and Andy in service recommended me to look into getting a new fire place ( one that actually provides heat ! Michele invited me into the show room to look at fireplaces and she was so efficient and knowledgeable that I decided on the spot that I was going to go through with it . I was called within a week to let me know of a cancellation and I took the opportunity to make the appointment. Geordon and Theo were there in the morning finished in the afternoon and the city inspector was there to approve the work ( and they did ) the next morning . Tiling was done the following day and finished Special thanks to Greta who organized to whole procedure, put my worries at ease and made the whole thing fun ???? Thank you guys !

Thank you very kindly for sharing your experience on BBB for others see. It was a joy helping you.

BC Fireplace has been ******** ********** ******** main fireplace company for 10+ years. Always A+ professional and friendly service. We highly recommend this company and would not hesitate to recommend this company and their staff for any of your fireplace needs.

Thank you for your kind review, it has been a pleasure to work with you year after year.

A very disappointing experience. They took my ****** deposit under ***** ********* and then the salesman (Tom) lied ** ***** *******. Got my money back promptly, but dealing with Tom over the last 5 months has been a complete waste of time. Contacted him back in July, interested in purchasing a ductless AC unit and a gas fireplace insert for our home. They were very busy at the time with AC sales and no rush on the fireplace insert, so ok, will contact them in a month. Call back Tom, he tells me about a new kind of AC unit that is condensorless, we discuss some options, but then he’s going on vacation, so ok follow-up with him when he comes back. Contact Tom when he comes back, get estimates for electrical and discuss with Tom. Our attic master bedroom has no heating, so we need this unit to provide heat in this cooler weather. He advises put down a deposit so he can bring in the AC unit, and he will schedule the installation in 2-3 weeks. Accepted the contract and put down ****** deposit Oct 15th, another **** on Nov 3rd. No installation date scheduled after 3 weeks so I start asking for updates. The response was that they want to focus on fireplace sales right now, so install will now be mid January, NOT the 2-3 weeks promised by Tom. The worst part is, now total silence from Tom, he’s not only letting someone else clean up his mess, he’s lying ** **** ** *** *** ***** ** *** ******* ** *** ****. Very disappointing and unprofessional. The ironic thing is, another one of their salespeople was supposed to call me back for the gas fireplace insert I wanted to buy back in July, but never heard back from them either.

We apologize that you has such a disappointing experience. There was a misunderstanding and lack of clarity of expectations versus reality on our part, and for that we have apologized. There was no malice intended in taking your deposit for your order; it was done so to secure product which is in short supply and secure current pricing before another price increase which is imminent. The moment we realized your expectation was for a quick install that we could not accommodate, we offered a refund. We are not in business to create ill will. The fireplace that you were looking for back in July was a very specific size and type, and that manufacturer had stopped producing them due to the chip shortage. We had you on a waiting list for when production starts again, but that will not be until later in 2022. Again, we thought this had been communicated to you, but apologize if it was not clear.

Very bad service. I regret contacting this company: the attitude is outrageous, No proper service was provided but charged huge amount for very limited incomplete service.

The technician was at your residence from 2:53 pm- 4:11 pm on Sept 21, 2021. The service call for each fireplace allows for up to 30 minutes on site, and he serviced two fireplaces. You paid for 60 minutes of service, and we did not charge you for the additional time on site. As explained numerous times on the phone and via email, we provided you with the service you required. This is exactly what you were quoted. Having each fireplace cleaned and checked and test-fired is the service that you paid for. Unfortunately the one fireplace that is shut down cannot be reactivated as it is not safe to operate. It is so old that parts are no longer available for this fireplace. We have full confidence in the service we has provided you. Our gasfitter has made your home safe with regards to the two fireplaces. Although we can understand you are not happy with the outcome, or that your landlord will not reimburse you, there is nothing further we can do for you. Best of luck with your landlord.

The company's reply is false *** *************. This is not about the landlord and reimbursement. This is about company's BAD service and disrespect to the customer they display. I recommend to everybody to avoid hiring their services.