Fireplaces Unlimited

Fireplaces
4001 Remi Place Burnaby BC V5A 4J8
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Fireplaces
Fireplaces Unlimited
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74%

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Reviews by rating (past 12 months)

Reviews for Fireplaces Unlimited

Average customer rating:
7.9 10 (13 reviews)

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Private User
Private User
Private User reviews Burnaby, BC
0/10

Terrible products, terrible service, run away

TOTAL DISASTER!! Seriously, go with anybody but this company.

To make a really, really long story short, we bought a fireplace from them and had awful installers (every repairman who has come to fix it has said, "Man, what were they thinking?") and then, within less than a year, the fireplace started shutting off randomly and wouldn't come back on.

They sent repairman after repairman to try to figure out but they couldn't, and the problem got worse -- to the point where the fireplace wouldn't come on at all. (Did I mention it's the main heat source for our apartment?) But instead of replacing the faulty unit, they kept on ordering parts and trying different things, none of which worked; at one point we had to wait A FULL YEAR for a part and spent thousands in heating bills because we had to use a portable electric heater. We didn't have proper heat for several years. It took them so long that the manufacturer went out of business.

But instead of making good and replacing the unit, they eventually said, "It's out of warranty now, too bad so sad" and walked away. (And even had the audacity to say they would give us $500 toward a replacement if we bought a fireplace from them, which would cost many thousands incl installation.) So basically they just waited out the warranty and left.

Terrible products, even worse customer service, seriously run away.

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Company Response

Hello Jennifer,

First of all, we would like to apologize for this unfortunate experience with one of the products that we used to carry.

This should be definitely be taken up with the manufacturer. We did everything on our end to fix the fireplace. We have email threads with the manufacturer with advice, and parts and options on where to go from here - with a discontinued unit. Every year the fireplace would work for a certain amount of time and there was a two year gap where we received no complaints on the fireplace. It gave us the impression the issue was fixed and then another year would pass.

All the years we came out to fix the fireplace, despite it being out of warranty - you were never charged for a single service.

The warranty for labour expires 1 year after installation and we honor part warranty given by the manufacturer. This would mean we did not wait out the warranty period. We went beyond the warranty period and provided no charge service at our cost for years. In fact, when our technician came to site last and looked at the fireplace it was operational. If the fireplace is working while we are on site, there is no way to diagnose why the fireplace is not working.

When we reached out to the manufacturer, they said there was nothing they could do but issue a credit for the unit. If you would like to provide the email threads to the manufacturer as well as our email threads with you. We would recommend taking this directly to Majestic.

There is no warranty from us and from the manufacturer because you mentioned it is several years old.

We did our best to replace parts because it would have been an extreme ordeal to open up the walls and replace the fireplace. It would be an almost full renovation; which you expressed you did not want.

We no long carry any product from this manufacturer because of issues we have faced and have done our best to help our customer come to a resolution.

This is not a win, win situation. We offered the only resolution we could give to the age of the unit.

Please consider contacting the manufacturer. At this point they are the only ones that can provide any compensation for the removal of this unit and a replacement

Mel from North Vancouver
Mel from North Vancouver
3 reviews North Vancouver, BC
9/10

home reno

Friendly staff with quick replies. Competitive costs. Had one issue: a sales rep had come to my house to make sure our fireplace venting would work. He said it was no problem. Then when the installers came, they said they couldn't do it as it was supposed to be. Had to get masonry work done then reschedule the installers.

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Donna Barker from Vancouver
Donna Barker from Vancouver
12 reviews Vancouver, BC

First Review

10/10

Fireplace inspection, cleaning

When I purchased my condo I had inspection of my fireplace- they did thorough job removing previous owner's kids crayons, cleaned glass, checked to see if any parts needed changing etc. $ 125 plus GST for service calls.
Two years later I had estimate to change my fireplace to smaller size, appreciated Gord's honesty re: limitations of my existing fireplace setup and prices. Removing my fireplace and installing a new one was over my budget butt now I know my options and what is required to do this in future.

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celeste in Richmond
celeste in Richmond
12 reviews RICHMOND, BC
10/10

Fireplace purchase

Recently I wanted to purchase a new fireplace for my new house and went searching for stores that sold high quality fireplace. My friend recommended this store and I decided to go look at their fireplaces. There was one fireplace that I was very interested in, thus I instantly purchased it. Overall, the quality was excellent and the price was a great deal! I loved their customer service!

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lawrence hipson from North Vancouver
lawrence hipson from North Vancouver
1 review North Vancouver, BC
10/10

gas fireplace installation

I have had the opportunity to know about the company for many years. They have always presented themselves s being honest and forthright. and their work is done in a very professional manner and ontime.

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Jay Davis from Whistler
Jay Davis from Whistler
1 review Whistler, BC
0/10

Product and Service

Fireplace unlimited installation and service is awful.
We purchased a fireplace for our new home which was installed in June 2013. We had problems from the beginning. The owner, Gord, told us that the fireplace was not suitable for the Whistler climate. Than he told us we needed the motherboard replaced and reworked. It is now 8 months later and we are still getting excuses and no replacement. We do not recommend this company.

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shannon joyce from Vancouver
shannon joyce from Vancouver
7 reviews Vancouver, BC

First Review

10/10

Electric Fire Place

We needed to buy an electric fire place for our condo. The selection Fireplaces Unlimited had was perfect. They had all different sizes to meet our needs and delivery was included. The delivery was prompt and very professional.

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Richard Dalton in Vancouver
Richard Dalton in Vancouver
2 reviews VANCOUVER, BC
10/10

Fireplace inspected, fixed

Fireplaces Unlimited is an authorized dealer for the Montigo fireplace in my home. They did a great job inspecting it and making sure it stayed lit. They also showed me how to relight it when it goes out. A year later, it was having trouble staying lit. Because they had showed me how to adjust it, I lowered the flame, and now the pilot light stays lit.

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Will from Vancouver
Will from Vancouver
3 reviews Vancouver, BC
8/10

New fireplace installation

Dale at Fireplace Unlimited was my sales contact. He's super knowledgeable and has helped me so much in choosing the right gas fireplace for my new house. I find them to have better prices than other stores that i've been too.

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Alan Lio in Vancouver
Alan Lio in Vancouver
4 reviews VANCOUVER, BC
10/10

Fireplace installation

I just had a new fireplace installation at my home today and it looks EXCELLENT. The material they used were exactly the same as the one I have chosen and looks amazing good, even better than the first time i saw it. Their professional advice were perfect and I will definitely recommend this place to anyone I know. I am very satisfied with the services provided. Thank you.

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