Rick's House of Fire

I had a wonderful experience here! My dad and I went in on the day before Christmas Eve, and we were able to pick out logs, buy them on the same day, bring them home, and install them ourselves that evening. The staff was so nice and so helpful. They quoted me a price on a specific set of logs, and then when those turned out to not be in stock, they extended that price to me. They didn't have to do that, and I wouldn't have even thought to ask, but they offered to honor the other price, even though it was several hundred dollars difference. Our logs have completely changed our enjoyment and use of our fireplace. Before, it was truly just wasteful to run our fireplace, as all it did was create ambience. Now, you can feel the heat coming from these logs within moments of lighting them. The whole room gets warm immediately, and it has just made all the difference in our living room. I will soon replace the logs for the other fireplace as well, and wouldn't dream of using anyone but Rick's.

They were booked but obviously they are i high demand. Our appointment came and the technician was professional and got right to diagnosing the issue. He explained thoroughly and was patient.

Believe the poor reviews. I went into the store to purchase a fireplace for a new construction home I am building. They do have a great selection and the sales person Julie was great to provide a quote and provide communication. However, that's when things went wrong (once they get your money). There were substantial delays in the arrival of the fireplace and they provided the wrong arrival date as well. And then, once it comes time for the installation, Rick's is in no hurry to perform the install. They charge excessive amounts to load up their truck with the fireplace and carry out the delivery. I had to eventually find another fireplace store in town to complete the install because Rick's could never give me a definitive install date. When I called multiple other fireplace stores to let them know the difficulty I was having, without naming Rick's, they all guessed which fireplace store I was referring to. The manager, when approached, offered no apology and could definitely benefit from customer service training. Save your money at Ricks, there are plenty of other places to choose from...

We had a great experience with Rick's. The log set was installed on the promised day and time. We haven't had them long enough to know how service issues will go but so far very pleased.

We received very poor customer service. We have loved our gas insert, but it is difficult to get them to service it.

These guys are closed more than they're open. Closed for over a week between Christmas and New Years, then closed due to 'weather conditions' with bone dry roads on a sunny day a full day after a few inches of snow fell. Simply unreliable- must be nice to have so much business that you can close so much of the time. Will certainly not give them mine then.

I have emailed several times for these guys to come check out my gas fireplace. Back and forth with emails, sent pics as requested, and then they just stop responding to me. Must not need my business.

Their "at the end of the day" work is fine. This review is not about the quality of the work, it's about the process to get there. Read the reviews: this is normal for this place.Their scheduling processes are just really bad. They are upfront about this, but just refuse to change.First, they will ask for full payment upfront. I partially understand this, but I think it's also why getting installation scheduled is so lacking.Second, their communication is awful. Your fireplace might arrive and they just won't tell you about it. If you call to ask, they'll be put out about daring to ask about the thing that is yours and you already own (since you paid for it in full).Third, they won't schedule your installation until they have the fireplace in hand. If you're looking for expediency, don't use Rick's. When the manufacturer has shipped them the equipment and they know the rough date it will arrive, there should be no reason they don't put you on the schedule after that. They just refuse to do this. They just genuinely don't care if you are scheduled a month or two later than it has to be because they can't do schedule projections. Again, at the end of the day, their work is fine, but working with them is so bad I won't be using them again.

To be honest, I can't speak for their service etc. Because they refused to come look at my gas fireplace that won't light. Because it's "obsolete "

Very poor customer service. It is surprising to be that they are still in business. They can't schedule an appointment. I went to the store twice to place an order and they were so disorganized and come up with excuses and could not take an order, didn't follow up either.