EmberWest Fireplace & Patio

We bought a new gas fireplace insert at Ember West. I worked with Ryan and he was fantastic. The fireplace arrived on time and they installed it without any problems. I have had bad luck with several fireplace stores in the South Bay over the years. What a great experience we had with Ember West! I highly recommend them. Work with Ryan if you can he really did a good job from start to finish.

We went to several fireplace stores. Entering Emberwest, I was looking at the largest BTU and heat output with biggest viewing area, etc. The team at Emberwest was the best place to provide practical information so that you size the fireplace for the room (e.g. if it is too hot too fast, you will want to turn the fire off and lose the ambiance of a fire), benefits of reflective backing, ability to modulate gas flow as you approach desired temperature, etc). They learned of my environment, needs, expectations, and we ended up going with a much less expensive unit than what I was originally wanting; once we talked through all my needs. Installation was done with care. Ryan came back for «Fire up» and was very careful when dismantling and reassembling the pieces (not «forcing» pieces), wearing surgeon gloves for a clean end-​product. Great customer service.

Referred by friends as we were forced by the city of San Jose to change our wood burning fireplace to gas during a major remodel.
Bill, Mike and Ryan were terrific. Working with me to stay within my budget and proposing various options. They came over several times to adjust things per the whims and fancies of the inspectors. Never got frustrated. And in the end delivered an amazing product. I would recommend these guys again in a heartbeat.

Everything that happened from start to finish was at best a poor attempt to satisfy the customer. First after telling us we should be able to get an insert in a couple weeks turned into a month then the insert installed had a faulty flame adjustment so they told us they would exchange insert that took another month. Then we had standing water in the fireplace after the big rain we had (inferior install can you say caulking ?) Then after all that Mike the owner comes out with crew to exchange unit and tells me he will document all problems so that we have record on file for any future issues. Well never heard back from him evenafter email. Dont believe the line of BS they attempt to feed you. This time giving the small business our patronage didnt work out very well. I advise going elsewhere.

They were not open the day we arrived but the owner was outside by his truck. He thanked us for coming by and apologized then recommended a competitor he knew right around the area that was open. Such rare polite and respectful customer service will bring us back when they’re open should we need anything else for our gas fireplace. Thank you!!!

I wanted to convert our wood burning fireplace to gas but didn’t want to buy a complete gas insert, just the logs and burners. I did some research online but didn’t know exactly what I would need to do this.
I walked into EmberWest and spoke to Ryan. He was very nice and extremely helpful. For such a small looking shop, they have a great demonstration area and he was able to show me all of the different types of log sets and igniter options.
We decided we wanted a specific looking, birch logset with a variable rate remote control and they were able to get it for us. It did take a little bit longer than expected to get it, but I don’t think it was their fault.
I feel like I got a pretty good deal on the entire setup and their installation fee was very reasonable. Ryan came out and installed the unit himself and he was very respectul of our home. He made sure to put thick padding on the floor from the doorway to the fireplace.
BTW — I also checked out Bay Area Fireplace and the experience was like night and day. I’ll just say that my experience at Bay Area Fireplace was «interesting» and I couldn’t get out of there fast enough…
I definitely recommend giving these guys a try if you are looking for a good, honest company that seems to really care about their customers.

Mike Rose is very knowledgeable and provides great service. He came to my house with brochures and information. He asked good questions to understand what my requirements are and offered multiple solutions that could work and were a good fit to my taste. I recommend purchasing gas fireplace @ EmberWest.

After redoing my backyard, I was on the search for an outdoor dining height table with a fire pit down the middle. After no luck searching online and in person, I came across Emberwest in Campbell. They actually had what I was looking for in their show room and their staff was very friendly and helpful (we worked with Ryan, ask for him if he is around). They demoed the product and showed me all the features that were available. The table arrived a couple weeks later and we have been very happy with it ever since! They have an assortment of outdoor fire pits and accessories as well as interior fire place setups, doors, windows etc. We will for sure be going back when we look to install new windows next year.

Had a few hiccups at first when my fire place insert wasn’t working properly. The owner came over my house and helped the installer try and fix the issue. After a week the unit started acting up again and we called to get them to replace it since we really didn’t want to try and have them fix it with a part. After a call the owner said he ordered a new unit and they would be over to place it in when they received it.
It took awhile to get it all installed but we LOVE the unit and found the owner a man of his word. I did a lot of work to find a good company to work with and even though we had issues with our unit at first, which by the way, wasn’t the owners fault it was a manufacture defect, we found the owner easy to work with and he never tried to walk away from the responsibility of making it right.
This company was easy to work with and responsible and I would highly recommend them.

Mike did a great job helping us out and guiding us through the whole process of installation. We’re really pleased with the fireplace insert we bought. It looks authentic and puts off a lot of great heat (everything we needed for our living room — which turns into an ice box in the winter w/​o the new fireplace).

My wife and I recently remodeled our fireplace. The initial starting point was an ugly brick wood-​burning fireplace that spanned from floor to ceiling. Initially, we wanted to keep the original wood-​burning fire box but after some thought decided that a gas fireplace insert met our needs for an easy clean, easy start focal point to our living room.
Mike at EmberWest is the epitome of a guy who rolls with the punches. What we thought was an easy insert turned out to be more than we bargained for. Mike was there at every step to make sure our fireplace is exactly what we wanted. He wasn’t there to sell us a gas insert. We used him as a fireplace consultant. It really felt like he wanted to make the whole fireplace look awesome rather than sell us just an insert.
Now, an insert is not cheap, but EmberWest was able to provide options for us to meet our modest budget. We ended going with the Rockford model which is about middle of the road and we are very pleased with its features for the price paid.
I grade a supplier fairly strict. In most cases, if the program goes smoothly with no hiccups I will give them 4 stars, even if I am 100% happy with the outcome. It’s only when things go wrong when you can truly test a company’s conviction to provide excellent customer service. In our project, things went wrong. We changed our minds twice on the look we wanted. In the first case, it was fairly simple for Mike to change the order. In the second instance we decided to move the fireplace up about 2 inches. This means we needed a new shroud, which would have cost us over $ 200 to change. Mike worked with us and found an unused shroud that had a blemish that he was able to ship out and get fixed for us. He then matched the matte finish to the rest of the unit. We swapped shrouds and the new unit looks absolutely stunning. This is why EmberWest deserves 5-​stars. We caused a problem and he fixed it. Total cost: I have no idea, Mike took care of the whole thing. I am sure it cost him time and materials but he was equally concerned about the look of the fireplace in its entirety that he was able to provide a fix using his time and effort.
The part that made me so happy with this remodel was when my 10-​year-​old son woke up my 4-​year-​old son at 5:30AM. They made hot chocolate, sat in front of the fireplace and switched it on. They eventually fell back asleep. But if it was that easy to make a lasting memory then this project was a bargain.

Mike at EmberWest was simply amazing and one of the most helpful people I’ve ever met. I needed a gas fireplace insert with a strange size that most other vendors didn’t carry or charged really high for. Mike took the time to come over, look over the situation and immediately provide me with some affordable choices. He had the unit installed via his professional installer quickly and it looks very nice. Overall great experience with Mike and this company!