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Fireplace Repair reviews in Sumner

Real People ~ Real Reviews ~ Real Results

  • Stan came out to inspect a refurbished fireplace we had installed during our re-model. There was a part missing and a slight leak. He ordered the part and came back out to finish the job. I appreciated him coming out as there were not many fireplace techs that were willing to service a refurbished, already installed fireplace. I will definitely use him again if needed,
    - Kelly J.
  • We had Black Lion come out to our home to tune up our gas furnace through Angie's List a year or more ago and were very pleased with them so we hired them again a week ago. We did not go through Angie's List to contact them this time because we had used Black Line thru Angie's List previously and felt they were very good. When we called Black Lion we told them what we wanted done. Asked them if they do gas fireplaces and they said yes. We told them it was a Napoleon Brand and gave them the model number. When the repairman came out he seemed surprised that we wanted the fireplace repaired and said that they no longer carry parts for fireplaces. He tuned up the furnace and cleaned and descaled the hot water tank, BUT when it came to the fireplace he appeared not to know how to address this problem. He fiddled around for a while and then told us that the gas valve needed to be replaced which the part was $678.68 + tax and that the thermopile might need to be replaced for $238.36 + tax. We declined those repairs but were charged a diagnostic fee of $90 plus tax. Needless to say we paid the entire bill of $312.54 for all the work done that day. The following week we had a gas stove service company come out and he took the entire fireplace apart, put a meter on both the gas valve assembly and the thermopile and there was absolutely nothing wrong with either of those parts. He did find that the spring in the button you push to light the pilot light was broken and that the gas orifice was plugged. Thus the reason the fireplace didn't work. The total parts cost $55.90 and labor $272.25 for a total of $328.15 + tax and the fireplace works well. Black Lion wanted $917.04 + tax for parts if both parts needed replacing, and they charged us $90 + tax for the diagnose of the problem. What we don't understand is why they wouldn't have told us when we first called that they didn't do fireplaces that much and suggest that we call someone else for that appliance. The repairman was very nice and seemed to do a very good job on the furnace and on demand hot water tank. But he diagnosed the fireplace to require the most expensive parts to replaced. We feel that Black Lion should at least refund the money we paid for the diagnosis of the fireplace. We didn't have concerns with the furnace or the hot water tank, but gave them an F overall because of the the fireplace.
    - Gayle R.
  • he removed the frount of the fireplace and clean all the part in the gas line and clean the thing the gas come in for the log to egnight . he all so painted the part that were starting to rust. he clean the box and then put it back to geather after he clean the glass and told us what not to use on it. he turned of the pilet light and told my husband how to turn it back on this winter
    - Thelma H.
  • The service was done well and on time.   Inspection and cleaning went well and the service person explained everything he was doing as I was watching him and things to visually inspect.
    - Chris B.
  • Rusty, the person who came out, was fine, but he wasn’t able to do anything since it didn’t need cleaning out. He seems like a good guy, and I will be using him for an outdoor fireplace. He was also easy to communicate with and he seemed proficient.
    - Wayne K.
  • Appointment was super easy to coordinate and John was actually early!  He and his co-worker were fantastic.  Very efficient and made our fireplace look like new.  I would HIGHLY recommend him and his company.  
    - Tony N.
  • They were great on the phone and described exactly how the service would go. The service man was excellent at his work, on time, very knowledgeable and pleasant. He described what he was doing and why. He kept the work area clean from start to finish. He did not try to sell me anything that I did not need and the price was very good. I am seldom pleased with the service I get and this is the first time I tried anyone on Angies List. If they are all this good, then Angies List is a great value. I am very-very pleased.
    - Owen G.
  • On 11/19/10 my husband stopped by the Bonney Lake Store to trouble shoot problems we were having with our Harmon pellet stove. He spoke to the person at the front desk, who called the Tacoma store. It was determined that we needed a new room sensor. My husband requested a service man to come out and plug in his diagnostic tester so we could determin if that was the cause or something else, but were told they will not come out until they have the part. On 11/26/10 we stopped at the Bonney Lake store again to see if the part was in. The counter person again called the Tacoma store, part was not in. On 11/30/10, I called the Tacoma store to find out the status and request a tech come out to do the diagnotic and was told no. The first week of December my husband stopped over at the Tacoma store and talked to the service manager. The manager was unresponsive to my husband until my husband finally insisted they check the floor model pellet stoves to see if any had the room sensor, they found one. He was allowed to bring it home, but this did not resolve the problem. We contacted the store and let them know it did not resolve the problem. We were told then it must be the exhaust sensor probe. They would order one. We again asked that a tech come out and run the diagnostic test to make sure this is the right part. We were told they were sure this is the right part and a tech would only be out to install it. We scheduled an appt on 12/21/10 for the tech to come out and install the sensor. The service man called that morning to let us know the part had not arrived, he would not be out. Again we asked a tech to come out to do the diagnostic but he would not. The following morning I called and spoke with Caleb to find out why we were not getting any results. He told me that they had no idea we were having problems with the stove until the first week of December. He said most of the time the problems people have with the stoves are caused by us not cleaning them properly. I told him we cleaned it as directed by the manual. Also stated that if we are not cleaning it correctly, how can we learn to do it correctly if no one will come out. Also stated at one point that we would order the part directly from Harmon and was interrupted by Caleb telling me to go ahead and do that. I responded that the written material as well as Harmon's website states we have to go through the distributor. I asked him what happens if the exhaust sensor probe also does not resolve the problem. His response was that we will just have to order another part. Caleb volunteered to call Harmon to put a rush on the exhaust sensor probe, which told me that the part may not even been ordered yet. We scheduled a new appointment for today,12/30/10, between 8am and noon. Today at 10 am, Caleb called to let me know the probe still had not arrived. He stated he would call me back after he had talked to UPS to get an estimated arrival date. Also I requested a new appointment, but received no response. He did not call back, so I called him back at 2pm and was told he was on another call and would return my call shortly. So far no response and it is now 4pm. Today is January 5, 2011. I still have not had a call back. Update, received a call on January 21 from Mark telling us that the part has come in and they can send a repair person. January 22, 2011, Jared the repair person was out. The first thing he did was insert the sensor and try to start up the stove. It still did not work. He took out the diagnostic tool and found out another sensor, which they do keep on hand at the stop was out and had to be replaced. He did not bring one with us so came back out of January 26th and replaced it. The stove appears to be working fine now. And there was absolutely no excuse for refusing to do the diagnotic in November and making the repair at that time. 

    It is 4/19/2012 and I was asked to update my review.  We have not had any more problems with the pellet stove so have had no additional contact or need  with the company.  Due to the above issue, we no longer purchase our pellets from them.  We get our pellets from McClindons when they have a sale.
    - Cathryn K.
  • They were very professional and they followed up on the installation, which I really appreciated. They came in and did what they had to do in a reasonable amount of time. I was pleased with the service they provided.
    - JAMES S.
  • The price was pretty competitive. The price includes the purchase of all the equipment plus the installation. They were extremely helpful throughout the whole process. They even helped us find other companies for other work we needed done. If we needed them back we would surely hire them again.
    - William M.
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Fireplace Contractors in Sumner

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