Ontario Hearth Fireplaces

The saleman, Charles, is a challenge to work with. He is vague with his answers and very opinionated. He dislikes listening to customers ideas. The install jobs were good and accurately measured, however, on both install jobs the installer failed to attach the mandatory pressure test tags on the new gas lines. These are MAJOR safety violations which could shut this company down. Only the owner/manager was able to put the tag on for us (on request). When I told the owner/manager, Steve, there was no gas safety tag, he replied "your house hasn't blown up yet so it must be okay". The owner came out to my house and put the pressure test tags on the gas lines as requested, however, he never performed the mandatory leak tests because he assumed the installer did it previously. Poor salesman and disregard for safety and laws makes me give this company a poor review. I do not recommend this company to anyone. The good news is the fireplaces look good and my house hasn't blown up yet.

Visited their showroom last weekend to look at their gas fireplace units. Steve was very helpful providing a lot of details on the units and helping us decide. He came to our house on the following Monday and took all measurements, layout etc so that it would make it easier to decide on the proper fireplace unit. Their service has been great.

Simply Put the sales person we were dealing with was unattentative, did not listen, did not remember us on secondary visits. Also did not inform us of certain features of the fireplace we purchased, and most importantly offered us a lower price after we called in following our purchase.....

I went in and met with Charles a couple of months ago to look at gas fireplace insert options for my existing fireplace. He showed me a nice gas log insert option which would fit inside my existing fireplace so that I wouldn't need to do additional masonry work which I had originally thought would need to be done. Charles assured me that the gas log insert would fit. I asked him on more than one occasion if he should come to the house to take a look at the fireplace in person and he was too lazy or it was too inconvenient for him to come so he told me that everything was fine! Well, when the installer came to install the fireplace, he took one step inside the house and said "this fireplace won't fit". Had Charles done his due diligence I would've known this months ago and could have done the necessary masonry work while my house was being renovated. Not only that but I paid the extra money to have a gas line run to my fireplace which will now not even get used! After this issue, the installer called Charles to tell him the issue and the installer told me that Charles would be calling me right away. 6 hours later and no return phone call from Charles. I called him and told him about how unhappy I was and he said he would call me back the next day. No phone call. For the next week I called and left voicemails and left messages with his co-workers but still nothing! What a terrible customer service experience! Steer clear of this company, they don't do the necessary due diligence that you would expect !!

We purchased a fantastic fireplace - but the back lights never did work properly. Despite calls for service the 2012/13 season went by without any follow thru service. For the season 2013/14 the problem continues // NO lights ; NO service. They simply refuse to schedule a follow up service appointment to fix our fireplace. This leads me to register a POOR / VERY DISSATISFIED rating.

A very impressive showroom and knowledgable staff. I simply needed to clean my fireplace glass as it was getting quite foggy. They recommended a cleaning product they had in stock and was reasonably priced.

While I was there we got talking about some of the newer and more efficient fireplaces. I might be thinking of a new fireplace in the near future...

We were replacing our fireplace. Visited many stores and ended up bought from Charles with installation. Charles gave us an incorrect quote verbally. Later he emailed us the formal quote which was higher. We emailed him and asked. He realized he told us wrong verbally but still honored the verbal quote. The fireplace is installed well and the house looks a lot better with this new piece

We purchased a fireplace from John the owner who spoke very professionally and convinced us to purchase from him as he supposedly sold the most fireplaces in Ontario. Well we received our expensive fireplace and as it arrived, it did not come boxed...peculiar.. parts were missing, not instructions, and no installers in sight. We finally hooked it up after a very long wait because he was too busy or not in the area. John kept promising to come look at the fireplace because it made very loud noises, and we could not hear the television when the blower fans turned on. The exterior vent was never sealed properly and we had to pay another contractor to correct this. He does not return our calls and he makes empty promises to come out and look at our 4000 dollar fireplace. We feel extremely ripped off. Do not use this company.