Karen Hay from Oshawa

Each aspect and individual we were involved with at Fire Away was professional and respectful. Erin in store, Nick who is the owner who came to give us a quote and the two installers. Respectful and a job well done. Came at the time specified and cleaned up afterwards. Everything you could want in a service. Returned as promised to switch out a part and serviced my existing gas fireplace. Happy with the product picked and it looks great.

After trying to plung blockage called plumbing company early in the morning. Got a quick response after leaving a message and a window of time for a plumber to come out. I asked if the plumber could call me directly when he was on his way so I could meet him (rental property). Upon arrival at the property the plumber removed his footwear and asked a number of questions to get clarification from the tenant as to the issue. Plumber used snake drain equipment and cleared the drain then investigated further as to if there were other concerns or leakage. Cleaned all the mess behind him and was very respectful. When I asked him if he could send me a copy of the picture he took behind the wall he I could how it to my partner and the tenant. My experience was very positive and I was left feeling respected and listened to. I could not have addressed the issue myself as the blockage was at least 20 feet from the drain so I was glad to have called the plumber. Of course cost is always a concern with a plumber but what I was quoted was what I was charged. Hopefully I will not require plumbing services in the future but will definitely call them if needed.

I have gone to this store for many years and spent a fair amount of money. Recently we decided to tile a half wall between the kitchen and living room and explained what the project looked like and the challenges considering we had to tile four sides of the wall. When we went to start the project we realized that there was no straight edge on the tiles making it very challenging to complete the installation. We decided we wanted to return the tiles and were told there was a 30% fee for restocking. We argued that it we knew the tiles would be put into the back and how could they justify 30%. No flexibility and no care that we had been a loyal customer for over 10 years. Will go to a big box store in the future with no plan to return, as customer service is poor.

I have dealt with The Comfort Shoppe for the boiler in my investment property for a few years now so when we wanted to install a new water heater we went to the store to discuss options. A recommendation was made to install a tankless model based on the limited space. Initially we were going to do a rent to own program but we later decided to pay for the unit. The appointment was booked and the technicians showed up within minutes of the specified time. They lay down drop clothes to ensure a mess was not made with their boots. Because I could not be at the property all day one of the techs took my cellphone number and promptly texted me to ensure we could communicate as necessary. I checked in with them a few times throughout the day and they gave me a timeline of completion so that I could inspect the job and make payment. The tech took the time to explain further how the unit works and what temperature to set it at. I was impressed with the service and respect I received.