Hello Brian and Rod,
I wanted to share with you our new fireplace. Thank you to your entire team. Dave did a great job yesterday on the final touches.
Many thanks and have a great day.
John and Louise
Hello Andy.This delayed note falls under the heading of “Better late than never”, but it is nonetheless sent with our sincere gratitude.
To explain, in the summer of 2015, we purchased floor model North Cape wicker chairs (2 chairs, one love seat) from the Fireplace Center on Cyrville Road . One chair had a vinyl cushion support lattice but alas, the other two supports were nylon lattice which stretched and sagged in the heat of summer of 2016. We went on the North Cape website and used their contact page twice to explain the situation to them but they never replied.
So in April 2017, we explained the situation to your employees at Cyrville Road , (Tom and Jack as best I can recall), and Jack requested that Caitlin process a claim for replacement supports under warranty to North Cape . With weekly follow-ups from Caitlin (remarkable persistence), North Cape finally approved the replacements in August and they were received in September. And we have had a nice extended summer to enjoy the chairs on many occasions since then.
We would like to express our sincere thanks and appreciation to you and your employees for this remarkable commitment to customer satisfaction. The attention we received from them was truly a “breath of fresh air”, especially in contrast to the “take it or leave it” approach found in some sectors of the retail marketplace nowadays.
We will gladly recommend the Fireplace Center to anyone we know and look forward to shopping there for our future fireplace and deck and patio furniture products and services.
George McDonald and Helen McBain
|Good morning Mr. Cotnam, |
My husband, Vincent, and I are taking this opportunity to praise the great service received from your business.
We had the good fortune of beginning our search for an awning by calling your store and speaking to Jack Tombak. He relayed information and gave excellent driving instructions on how to reach your store. We know that often phone calls are not followed through by potential buyers, yet Jack was helpful, took his time and provided in that initial call, good information regarding awnings.
As a result, we did go to your store and met with Jack 4 days later. We spent over one hour with Jack, he was personable and well informed. Working with professionals makes a difference
The awning was installed yesterday by Dave and Adam, once again we were impressed with their professionalism and knowledge. They also were very client oriented, personable and took obvious pride in their work.
Although we realize that the cost of the awning that we purchased is higher than those advertised on television or Costco , we also appreciate that it is of very good quality and installed by professionals.
Our first experience with the employees at your store has been very positive, and we feel that should any problems occur in the future, that they would be resolved in a reasonable time frame. We will not hesitate to refer your business to our friends and family.
Kathy & Vincent W.
| Dear Mr. Charbonneau: |
Thank you so much for all the great service and attention to our matter with my mother's swivel rocker. She is so happy to have her chair back. I took your advice and had the broken one repaired and it only cost me $60!. Great deal for us.
The Fireplace Center and Patio Shop is awesome. Great products and excellent service. I will not hesitate recommending you and your company to my many friends and clients.
Isabel & Helga Staudinger
| Mr. Charbonneau, |
This note is to express our immense satisfaction with the recent installation of our Valor gas fireplace and Wood Duck mantle. The quality of both the installation crew and finisher was second to none.
The installers and finisher were professional, polite and friendly. They showed considerable regard for our home and did an outstanding job. We would HIGHLY recommend your company to anyone looking to install/update their fireplace.
The before and after pictures below show the effect the Valor fireplace and Wood Duck mantle had on our family room.
The care shown by the installers and finisher to insure the lack of mess or any issue in our home is greatly appreciated.
B & R Pringle
|Hi Stephani, (Attn: Mike Carroll and installers Nick and Dave) |
Attached are before and after photos for our fireplace project (that recessed area in front of the fireplace is a conversation pit). We gave the tile backing and grout a full 72 hours to cure before we started our part, and completed the carpet work and painting today.
The project went very smoothly. We appreciated the time Mike Carroll spent with us to make sure we got the fireplace unit that best suited our needs.
The crew that removed the old fireplace and installed the new one worked very tidily and efficiently. They were able to remove the old mantle without any damage to it or the wall - not an easy task.
The finishing crew, Nick and Dave, did a great job completing the facing and hearth area, and putting the mantle back on. The tile facing, hearth, grout, and brass tile edge are nicely done.
Dave and Shelley
|Good afternoon Heather. |
The new BBQ line was installed earlier today.
I wanted to pass along my feedback that the technician you sent out ("Dal", I believe was his name...) was extremely professional and a real pleasure to deal with. His work seems to be very clean and well done - overall, it was fantastic dealing with him.
As a homeowner, you're never particularly thrilled to have to bring someone unknown into your home to drill holes, run lines, and play with gas. Dal's professionalism made me feel much more at ease!
Let's just say that your tech today represented your brand very well.
| Larry Richardson, Orleans, ON |
We had a gas fireplace with full wall of stone installed in our home the week of March 10th. I wanted to pass on our pleasure with both the product and the excellent service during installation of the unit by Scott and his team and the amazing stonework done by Nick. Both teams were very professional and offered the chance for us to give some input and consultation to ensure the end product met with our vision. The work was done very quickly under schedule with very high quality. Both teams were very careful with our home when working and bringing product in and out.
I would not hesitate to use The Fireplace Center again and commend you on the excellent staff you have from Gary in Sales to Scott and Nick in Installation.
Steve and Laura
| Dear Jean - |
We now have our patio set, complete with 6 chairs. Our patio with the gazebo, tables and chairs looks perfect - just like we had wanted it!
We would like to thank you for helping us to this end. As a salesman you went above and beyond and we truly appreciated your commitment to helping us, as the customer. Our patio dinner on May 11 was enjoyed by 5 of us in fairly well matching chairs! We also thank you for the delivery of the chairs.
We will recommend your store to friends.
Joyce and John
| Andy, I am emailing you to let you know that my wife and I have had the pleasure of working with some of your staff over the last year, including a trip to your store last Saturday to purchase some things. Although you are not the only alternative in town... we find ourselves coming back due to the friendly, knowledgeable, and sincere help we get from your employees we deal with. In fact, I commented how it felt like a family business that truly understands the meaning of customer service and customer experience. Lauren, Jordon, and Ruth are all excellent assets to your store and your brand and deserve to be mentioned in a time |
when customer service seems to be lacking in general.
|Best regards |
Sent from my iPhone
| Hi Heather |
I just wanted to take the opportunity to thank you for the best customer service experience that I've had in a long time. I don't think I'm old enough yet to reminisce about the good old days, but I seriously think that positive customer service experiences in general have plummeted in the last several years. I have had a fairly long run of very poor service from a variety of businesses across the board...
Jack was great when I was looking initially - no pressure and very knowledgeable, and Gary showed up right on time both times and was really friendly and very professional. It was also a pleasure speaking with you and arranging the service call and payment details (I guess the payment part is my least favourite, but I'll deal with it...)
A few of my friends have just bought houses and I'll definitely be recommending you guys...
|Thanks again and have a good one |
My gas fireplace insert was serviced by Dal K., one of your firm’s service technicians Dal performed the maintenance and repair on the unit with diligence. He made sure he put down drop sheets and took care to leave the area as clean as he found it. He was very patient in explaining what service had been done and why.
All in all, he is a real tribute and a good ambassador for your firm.
I wonder if you could pass these remarks on to the powers-that-be at your firm. Thank you.
| Hi there, |
Just wanted to take the time to thank your company and one of your employees (Heather). I called yesterday to get help on our fireplace. She gave help and honesty and we want to let you know if we ever need services of a company for our fireplace, we'll be sure to contact her.
| Dear Mr. Cotnam , |
We recently purchased a new Napoleon furnace from the Fireplace Centre – Boyd Ave. location .
I must tell you I was extremely pleased with the whole experience . Your associate Wiley Campbell was very knowledgeable and helpful . He recommended the 60,000 BTU unit with the variable speed fan and a new humidifier for our home .
Being that our home is a bungalow you used to be able to hear the furnace fan turn on for either heat or cooling and now it is very quiet . The new furnace unit is compact compared to our old furnace and looks modern and up-to-date . We also had a new chimney cap installed for our fireplace .
We were fortunate to have Mr. Campbell and Gary Starkey to do the installation and it went very smooth .
I wish to thank you and your staff for their friendly and professional service , a rarity in today’s world ,
| A very satisfied customer , |
| Good Morning Mike: |
I apologize for not writing you sooner, we are slowly moving forward with our house renos and who knows where September has gone!
We are very pleased with our new fireplace, it was the perfect choice for our needs. This was all made possible by yourself first, with all the attention and advice to our needs that you gave us in making the right choice. The installation of the fireplace was probably the best service we have received so far in the house project. Your people were prompt, careful of our premises, and as far as we are concerned, very good at what they do. The fireplace looks fantastic and I am sure will give us the winter warmth we were looking for.
Once again, thank you very much and we would not hesitate for a minute to recommend your company and especially yourself to purchase a fireplace from.
| Best regards, |
Linda and Dave P.
| Hello, |
I would like to talk about the service call I had this past Friday. Dal K. was the tech who arrived to service 2 gas fireplaces. Dal was friendly (great sense of humour), professional, patient with all my 1001 questions, helpful and so knowledgable! You have a great tech on your team. I am very pleased with your service and I just wanted to extend my thanks.
| Kind regards, Diane S. |