Customers frequently highlight punctual arrivals, thorough cleaning, and detailed explanations of fireplace operations during installations and maintenance services. Recurring themes include professional communication, efficient scheduling, and helpful staff who answer technical questions without pushing sales. However, lower-rated reviews cite concerns about high hourly labor rates, incomplete work requiring customer intervention, and delays in providing estimates or communicating order status.
Data from Google, last updated October 26, 2026.
Reviews from Google, shown as published (original wording, unedited).
Expensive rate for additional labor @ $168/hour, but Kyle did an excellent and thorough job on our gas fireplaces.
Thanks for the review, John! We're glad to hear Kyle did an excellent and thorough job on your gas fireplaces. We appreciate your business and your feedback!
Kyle replaced the control panel expertly. However, he left with the metal back plate 4" away from the fireplace wall. He was still in his truck and I asked him to return to fix the back plate. He was able to adjust it and it is now snug against the wall. I was disappointed that I had to request the back plate be adjusted, it should have been done correctly before he left. Lastly, the estimate I received in the store was $100 less than what I was charged.
Excellent experience! Jerry was professional, knowledgeable and courteous
Thank you so much for the great review, Carol! We're thrilled to hear Jerry took such good care of you. We appreciate your business!
The tech came to my house to do routine maintenance. He was very professional and knowledegable. Great job.
Thank you for the great review, Lynn! We're glad to hear our technician provided professional and knowledgeable service during your routine maintenance.
The Fire Factory was actually recommended to me by an HVAC service company in the area who does not service gas fireplaces. Kyle from Chimney Concepts who cleaned and serviced our fireplace was very thorough, answered all questions and explained fireplace operation details. The fireplace is in proper working order.
Thanks for the great review, Chris! We're thrilled to hear that Kyle provided thorough service and got your fireplace in proper working order. We truly appreciate your business and are always here if you need anything else!
Jerry worked hard to remove the old gas fireplace we had, explained the remote, cleaned up afterwards and was very polite. Excellent job guys
Thanks for the awesome review, Kevin! We're thrilled to hear that Jerry provided such great service while removing your old gas fireplace. We appreciate your business!
Did a great job. Kyle was Polite, and a nice guy. Would recommend the fire factory.
Thanks for the great review and recommendation, David! We're glad to hear Kyle did a great job and took good care of you. We appreciate your business!
Service was the best. So effcient and explains everything.
John, Thank you for the 5 star review!
Had the maintenance done on our gas fireplace. The technician was on time ( a few minutes early but that was ok) and told us about how long it would take and at the end told us if we have any problems or the glass gets black to give him a call
Thanks for the great review, James! We are so glad our technician arrived on time and took great care of your gas fireplace. Please don't hesitate to reach out if you need anything else!
Kyle did super job. He knew what he was doing and was very thorough with the repair. He was also very thorough with the cleaning of the fireplace, even though that probably is the least favorite part of his job.
Thanks for the great review, Dave! We're so glad Kyle did such a thorough job with your fireplace repair and cleaning. We'll be sure to pass your kind words along to him!