Gil’s Fireplaces

Original installer of my fireplace, less than two years old. It seems to have never worked just right. Stopped working altogether before Thanksgiving. Had to wait two weeks for an appt. technician came & made temp. Fix said parts were needed. Never heard back. I have left numerous messages. Unless you reach an ACTUAL human don’t expect to be called back! Each time I call, I get same answer parts are on order and they will call me back :(It’s Jan 6^th now, fireplace still not working! Seriously lacking in customer service & follow up — I used to run a shop and this is NOT how it’s done.

Gil’s recently installed a new log set in our fireplace. I will say they were not only SUPER responsive (i was able to email back and forth with Eva and get exactly what I wanted including her emailing me a video of my desired log set at a lower price than the competitors), they were able to schedule me in in short order (4 days later). They did a great and clean demo job, painted the inside of the firebox, and left us with a great log set. Then, unrelated to work they did, our gas valve sprung a leak and Carlos was SO helpful in getting a plumber out to check it out and fix it– including being on the phone with me 3 times between 6pm and 8pm at night troubleshooting, arranging a great plumber who quickly fixed the issue. This is actually my first Unilocal review and it’s totally deserved by this great local business.

Calling them and trying to get things done with them is like herding cats. They’re not responsive to calls and you end up just leaving messages. Consider yourself lucky if you get a live person on the phone. And once you do reach a live person, you have to follow up many times to get things done right. Orders seem to take a while and they will update you only when you chase them down. I don’t understand how they stay in business. They say they close at 5pm, but in reality, they close any time they wish. Sometimes they don’t even open on Fridays. Once you do get through and get a project going, they do a decent job and will show up (albeit late), but I find it irritating that you have to do all the legwork to get them going. If it weren’t for our contractor using them, I’d never approach them to start a job.

Stopped by the shop last week and was told the person we need to see would be there between 3−5pm most days the next week. I called before going to the shop and was told they were closing at 4pm that day. I made an appointment for the following day for 4pm. The next day I drove the 25miles to the shop and found it closed. I called the shop and was referred to a cell phone number. I left a message on the cell phone, waited 20min and called again. We waited another 10mins and left after not receiving a call back