I’m extremely pleased with the way my fireplace turned out. I chose to get an insert which is perfect for my lifestyle. Dean was such a great help with answering all of my questions. I would definitely recommend him and Southwest Fireplace!

Great service all the way around. Had our fireplace refaced and I have to give a shout out to the Specialist who did the work, Bryan Lawson and Ricky did an exceptional job. The fireplace is beautiful! They were very professional and reliable. They even went above and beyond when they threw some salt down on my driveway during the recent ice storm.

Today I had my Heat-N-Glo 6,000 TR fireplace serviced, cleaned and readied for winter. The serviceman, Rich, was outstanding! Very knowledgeable, personable and professional, I will request him for future services. I recommend Southwest Fireplace for your fireplaces, and service. My unit is from their business.

I am absolutely disgusted with the experience I have had with Southwest Fireplace. If you are reading this review, this is your chance to shop elsewhere. It is ABSOLUTELY worth it, even if you have to drive an hour+.I bought the Expedition II Wood insert for my fireplace back on September 25th, 2020 for $4381.17 (Including Install). I was told approximately 4 weeks for the insert to arrive, and then the install date would be set up. Unit arrived on time, but they blew off the install the morning of because of staffing issues. John would later tell me via phone that a customer lied to them about the scope of a project they were on and they couldnt leave that project. After confirming with multiple employees it was a staffing issue, they later tried to change their story and say all the parts were not in.Day of install was an absolute disaster. The two installers lack of knowledge was absolutely scary. They asked if I had a dolly because they forgot to bring one. I explained I had several along with straps. I explained we could wheel the unit easily all the way to the fireplace. (For those who do not know, wood inserts are not like a gas inserts and can weigh over 400lbs) The two installers said they were just going to take it apart on top of the truck, carry in the pieces, and re-assemble it back inside my residence. After attempting to put the unit back together, they did not have the proper parts. The two installers told me they had to run to the store to buy some parts to complete the install. I asked the installer who claimed to be doing this for 17 years if there were any additional safety features that prevented carbon monoxide from backing up into the house. He responded and I quote, “There is no carbon monoxide in fire or smoke”. Scary. When asking questions about the cap, he said, “I have to do it like this, see how the other chimney caps are on your neighbor’s roof?” He then points to a PVC vent on my neighbor’s roof. I stated I sure hope your not doing it like that as it has nothing to do with a chimney or a cap. The installers did not turn on the unit, burn any wood, or make sure it was functioning properly. When asked, they had no knowledge of how the unit worked and stated for me to read the manual. Seventeen years of installing inserts, one would think you would have some knowledge of how it worked? Of course Id read the manual.The unit had problems immediately. Severe smoke damage either due to a bad glass door (or more likely faulty install & poor air circulation), moving parts, gaps in the frame for ash to fall down by the blower, etc etcI contacted Dan, the owner who made several excuses including his sales associate Allan trying to over deliver for the sale, language barrier of installers, admitting the unit might have kinks to be worked out, & more. Even after a representative came to my house, took photographs, admitted severe problems, pointed out additional problems, I received no response back from Dan for 3 additional weeks, and I had to contact him. He just shrugged me along to John.John is about the most unprofessional human being you will ever meet. Tried to blame the problems on me for burning cherry wood saying cherry wood is not listed in the manual. (Manual lists examples of hardwoods and softwoods. It gives 4 examples of each.) I explained those are only examples of hardwoods and softwoods on page 12, and no insert would tell you that you cannot burn cherry.... a popular hard wood. He then tried to blame me for using the wrong cleaning product. Continued to just make excuses, and then tried passing the problems back at the manufacturer.How did it end? More weeks of being led in circles. I explained to John I was going to post poor reviews, contact the BBB, and use other resources available to consumers. John then called me, screamed that he would lean my house if I disputed my credit card charge, and he would sue me if I left one negative review before hanging up.Nice. Product with possible kinks. Terrible install. And bully/threaten your customers.

Friendly and Helpful staff. Stopped with 3/4 load of merchandise they made short work of that. Many thanks

Love the ideas I get out of this place. Fair pricing and helpful staff.

I just picked up my gas fireplace logs at Southwest Fireplace in Frankfort and I was so pleased with the knowledge and service which made my selection easy. They where there for me when I had questions after the sale and helped me with an upgrade to the gas burner after a last minute change on my part. Debbie was very informative, thorough and patient with my wife and I as we made our decision.

Made appointment, never showed. Called and spoke to John who was completely rude and ignorant. There’s other companies don’t even waste your time.

Wife came in today. Was told to look around and someone would be with her. Waited 5 -10 minutes so she went back to desk. Asked salesperson if they deliver to LaPorte Indiana. He said no but our sister store does. He didn’t even offer there number or a contact person at the sister store. Customer service was poor.

I ordered a wood-burning stove in February. It took months for the install, even though it was a display model since it was the only one they had available. One of the two men who came to install it was incredibly rude. They were critiquing my home and our choice of product. Ironically enough, it was new construction but they thought it wasn’t big enough for what we had chosen. Keep in mind, they are installers not interior designers. I think the main issue is that wood-burning stoves are extremely heavy. I listened to them complain for several hours. They were even rude to other trades that were working in the house at the time. And, they were very dismissive to me. To add insult to injury, they didn’t have the right pipe so couldn’t even complete the job that day so, when they left they said they would let me know when the pipe came in. I have already been waiting several months. They left with a hole in my wall that was patched. They also damaged the stove ( two large chips in paint) during install . Keep in mind, there was no discount, despite it being a floor model. The touch up paint that was with the instruction manual did not match. I have now been waiting over two months with no paint because they claim they can’t get it because covid. While I do believe that, I am pretty confident that somewhere in all of their stores they would have paint in another manual that they could use to fix my stove. When they finally installed it, they left a softball size divot in the chimey that they chose to ignore. They did replace when called. Still waiting on paint. When I told the girl who had called to schedule their third appointment all that it happened she genuinely seemed surprised. She connected me with the manager. He was very nice on the phone and said he would make things right. He even offered a certificate for a free cleaning next year. Two months later and no certificate and no paint. Horrible customer service.

We were very happy with our experience at Southwest Fireplace from the very beginning to the end. Patrick was our project manager and helped us with picking out everything from the stone, the firebox, the hearth to the mantle. He was very patient as we ask a multitude of questions. Bryan, who did the actual building of our fireplace was very knowledgeable and wanted to ensure our complete satisfaction. Johnny was the mason who laid the brick. He was more of craftsman and artist than a bricklayer. And he had a delightful sense of humor. SWF made the experience pleasant and delightful. Thanks for a great job. I would definitely recommend them.

Fireplace door and gas log installation....Absolute pros, from Alan in Sales to Bryan and Joe in installation.Great quality, great look, on time as promised, swift installation, great instruction simply a pleasure to deal with.Well worth any premium paid for these guys, if there was one. Without a hassle is worth a lot!

Awesome product and service. Brian and Justin were wonderful during install. Explained everything and very patient with my questions. Brian made sure I started fireplace in front of him before they left and gave me the dos and donts so I would not light myself or house on fire. Very knowledge and personable, they kept work area clean and protected during the sweep and install. Shout out to Patrick with was initial visit and picked out the perfect logs!!! Highly recommend and will be in touch soon to replace mantle, which Brian can install :) Thanks SW Fireplace.

Just a quick note to say thank you for your help with our fireplace. The installers worked hard on this installation and it looks great. The quality of the work is excellent with clean, straight lines. This is a BIG improvement over the original setup and I am happy that we made is less drafty (more efficient).We should be back to you this Spring/Summer with Part II ... the refacing. The installer today said he has worked with natural stone before and suggested we do the refacing before we re-install carpeting in the family room.Thanks again ... and well speak with you soon .

We had a wonderful experience at Southwest fireplace. Allan did a wonderful job in helping us select the perfect door for our new fireplace. Our experience was so good with the door we went back to Allan and bought gas logs and burners today. We got great customer service from Pam who called us in advance of our installation appointment. Installation was neat, clean and on time.

So I called them to see about getting my chimney swept and this is how the conversation went. “Southwest fireplace this is Alan”...”Hi Alan do you do chimney sweeping”...”We suspend those this time of year and start back up in spring”...”ok thank you very much”.... hangs up the phone. Congratulations on the failure of the most basic customer service. How about “you’re welcome, we hope to hear from you in the spring, have a great day”. I’ll call someone else in the spring thanks.

Beautiful service and company the staff is top notch I highly recommend this place

Today we had both of our gas fireplaces serviced by Brian from your Frankfort office. He was very courteous and knowledgeable. He took his time explaining and answering our questions. Thanks again.

Their salesman Alan is dishonest. He made promises that he did not follow through on. When I called him about it - he stated it was not listed on our receipt and would have to pay extra. Deception has no place in a reputable business.!Their fireplace installer finished the job, he left and then returned 10 minutes later asking my wife to use our bathroom. She kindly let him back in. He was in there quite a while and when finished said “thanks for letting me use your bathroom, when I saw how clean you kept your home - I decided I did not want to go to a gas station or restaurant to use their bathroom and thought I would use yours and it was very clean”OMG what nerve some people have! My wife said the smell was horrendous and she had to clean and sanitize the bathroom afterwards.

This place is the worst! Terrible customer service. When I visited the store, no one greeted me at all. When I had a question regarding the stone, I felt like it was a bother for them to get up and help. When I called and spoke to Allen, he gave me his number so I could send him photos of my existing fireplace. He said he would get a quote right out to me. I didnt hear from him for over a week, not even to tell me he received the pics. Then his response was your fireplace looks old and should be replaced $10,000! Without even coming to my house to see it! I had a fireplace guy out to look at it and he said it was fine, 30 years does not mean your fireplace needs to be replaced! When I said it took you over a week for that? Allen replied that hed been on vacation. I call B.S.! 1.) Why didnt you give someone else the job if you were going on vacation? 2.) Who goes on vacation and comes back on a Friday?? 3.) Why did you say youd get a quote right out to me if you were going on vacation? I cant stand a liar and Allen, you are the biggest! Im pretty sure all the recent 5 star ratings are completely fabricated too!

My confidence has been restored with Southwest Fireplace Frankfort when John fixed a problem in May, 2016, and then all was fine. This fall, I needed to make a maintenance appointment. I experienced a lower than average flame. Roy came over and cleared out a spider web which caused the problem. Also, he moved the embers to the front - as they were placed in the back when installed. The glas is sparkling clean and looks great.

One word, unfriendly. The two working the day we were there need a long session in people skills. We had the feeling right away that we were a bother and it went downhill from there. Stand up from your desk, greet people with welcome to our store, how may I help you and then show some willingness to be helpful! Ive had wood stoves for over 50 years but I wont be going back there for accessories and parts.

Great service! John came out to my home to service and clean my fireplace. He did a great job. It looks great. Thanks!

Rick did a great job! He is friendly and knowledgeable. The fireplace looks very nice.

I called because our new home has a fireplace that was making a thumping sound (expansion and contraction) but I wanted to ask if it needed service or an expert to look at it. Insisted I needed a $139 service call for anyone to look at it. Also would not even talk to me about a chimney cap I needed. Claimed he needed to see our chimney. Called Fireplace & Chimney Authority in Lisle. Told me that the expansion and contraction was normal and not to worry about it for my model and type of fireplace. Immediately gave me rough pricing on a chimney cap for my model of Chimney. From my short phone call with Southwest Fireplace, I could tell immediately they had no intention of helping me. Fireplace & Chimney Authority was very helpful and hands down much better than Southwest Fireplace.

I called to check availability of an item I was told they had it. it had been snowing for an hour and a half I drove 15 miles and when I got there they told me they didnt have it. Poor service, Cold unapologetic service for a fireplace store. Rating 1/2 star

I am very happy to write a review, because your service technician John did an excellent job fixing, cleaning our fireplace. I will definitely give a 5 rating to your company.

Very easy to work with. Quick installation even when unexpected adjustments were needed. Thank you !

This company gave me great service at a great price! I live in Manteno, IL and my local Manteno shop wanted twice as much as SW Fireplace charged me. The guy from Southwest Fireplace came out, took off his shoes, was very nice and fixed the problem within 30 minutes!I was very impressed that they came out to me from Frankfort so quickly and charged me a fair price.

These people are crooks! I wish I could give them minus 20 stars, if I could I would. Do not do business with them. They have poor customer service, don’t return phone calls, do shoddy work, and once you give them your money all bets are off. They have had my money since 12/30/2017 refused to refund it, and have refused to deliver and install my mantel. I’ve disputed it with my credit card company, but they continue to reject the dispute. CHECK OUT THEIR REVIEWS ON YELP! These people are a joke, thieves, and crooks!

Rick is the best! Conscientious, personable and thorough. Thank you! Thank you! Thank you !

I was extremely pleased i would rate marks work a five and would reccomend him highly great workmanship

We will give u 5 cause u did a great job, thank u.

Ordered, Installed, Looks Great, had a (1) issue took care of, no problems, made my wife and I very happy, looking to have the downstair completed later this year....

Jim and Team did a fabulous job on my new fireplace!

Does not return calls for maintenance request. Have to look elsewhere!

5 = service was great. Price was higher than anticipated

Im in love with the service Dean provided for me, thanks!

Rating 5 for service provider’s professionalism

Got ripped of was told I could return a part and now they wont take it back. Not Very helpful if you are not spending money. Shop around batter places out there. I would give no stars but not a option. Thanks Southwest fireplace.

CALLED. DEAN ANSWERED ON 1ST RING. HE WAS VERY PROFESSIONAL AND FRIENDLY. GREAT.

Major gas leak. I will never ever recommend this place

I would give zero stars if I could. They were unresponsive and gave me wrong information. The owner wouldnt return my calls.

No stars if it was possible. Terrible Customer service. Sales person is always to busy to answer the phone. No emailed quote as promised and does not return phone calls. Will take my business elsewhere.

Before we get to the point in the job where quality of workmanship becomes a factor, you have to get an appointment. This part happens to be more of a labored and frustrating experience here than any other contractor Ive worked with to date.The first time you call, the receptionist transfers you to a “salesman.” It doesnt matter if you arent buying anything other than basic service (chimney sweep, repair, etc), you speak to a salesman. If youve hired this company in the past, and your assigned salesman is not in for the day, you get to speak to voicemail and wait 24 hours or more for your salesman to call back. Dont expect an immediate morning callback either, as they appear to prefer hanging out in the showroom to dealing with phone clients.When you finally get to speak to your salesman, he will discuss the issue with you, make what sounds suspiciously like a sales pitch for what is really a basic service that you already want, and solicit a down payment for the job. All well and good, except this is not the phone call where you actually schedule service. After taking your money and before hanging up, hell inform you that youll receive an additional call to actually create the appointment... within 1-2 days. Thats right, youve now agreed to the job and put down a down payment, but you cant actually get onto the schedule yet.If youre lucky, some time in the next few days youll get a call from the scheduling person who does exactly what should have taken your salesman an extra 30 seconds to do during the initial call: give you a date when theyll show up (assuming its not raining for outdoor work). The date will seemingly always be at least 1-2 weeks out, padded with however many days it took the keeper of the date book to get in touch with you. I actually wound up calling them back 48 hours later in at least one case, wondering why no appointment was made. When I got the scheduler on the phone she gladly set up the appointment but it did not appear she had any plans to call me in the near future.When dealing with some non-essential service, I suppose it wouldnt be a big deal to wait the better part of a week just to create an appointment, but in my case I was dealing with a water leak and subsequent water damage, and found the whole process ridiculous and stressful. There was no apparent attempt to speed things up, no matter how clear I made it that damage was being done to my house during the delays. And lest you think I just caught them on a bad week(s), I went through the same drawn out procedure on no less than 3 occasions spread over more than a month. Its just their routine.The experience with the workmen was OK. They did show up on time, and they were what I would consider professional. The chimney sweep went fine and the chimney does appear to be clean.The leak repair did not go as well. I first paid for a diagnostic visit. The diagnostic of my leak consisted of a visual inspection with the recommendation to replace the flashing. I went through the scheduling routine again and paid to have the flashing replaced when basic caulking did not stop the problem.Sadly, the new flashing was either installed incorrectly, or not the answer for the leak. Water is still coming into the house. Ive had several roofers here at this point, and none of them find fault with the roof beyond the chimney. Since the repair, at least one has suggested the new flashing was not installed well. But no matter how you explain the situation, it doesnt come out well for this company. Either they charged me several hundred dollars for a botched repair, or the diagnostic I paid for was perfunctory and did not correctly determine the source of the problem before jumping to sell me an expensive solution. I will now have to pay even more money for someone else to deal with the problem.Conclusion: Probably safe for a basic chimney sweep, but cannot recommend for repair work.

Great service

I rated it as 5.

Good

5 for sure