Fireplace looks great but fumes up the house. For the first several months they told me it was the smell of the bricks curing. When they came out they told me "that is just how natural gas heat smells" . I've been around a lot of gas fireplaces and have never smelled fumes like this. Great boat anchor sitting in our living room. We loved our fireplace in our last house. I'm glad I found out before I had them add one to the basement. Very displeased. I'd go somewhere else. Maybe it is the Heatilator that is the problem.
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The female (Marcy) who answers the phone is extremely rude and condescending. They only warranty their work for a year and charge $125 service fee to check out why your fireplace isn t working. When Marcy suggested to me that this is the same service fee that an appliance repair business would charge to check out a refrigerator, I told her it s actually $9.99 or free around here, she became extremely rude and belittling. Basically called me a liar that appliance repair companies only charge that fee, look up Appliance 911 Marcy and I ll be waiting for your apology.
Everyone was truly wonderful to work with from our salesman Brian, our stone installer James "Jimmy" and Teddy who put in the fireplace insert. They answered our endless questions and seemed truly interested in our satisfaction with our project. Additionally, we went in just to get a fireplace insert but the stone work was so reasonable we decided to add it and so happy we did!
I would not recommend this company for service calls however the manager did call me after my initial review posted and gave me a full refund. I did not feel the tech had the experience to diagnose or solve the issue.
I recently used Complete Home Concepts for a fireplace insert with doors, and five bathroom shower door sets. The did some incredible work with frameless shower doors, especially a corner shower in a small bathroom. The fireplace door was tricky and we had some problems with the stone work and ordering a door. Word to anyone with a new fireplace-just make sure you coordinate your stone guy CLOSELY with whoever is providing the fireplace door and insert. I had a decorator who didn't coordinate, and she let the stone guy do his tile wrong. Door I wanted had to be returned. The standard doors are nice though. But this store offers some very cool stuff overall. Just work closely to make sure you really know that you are ordering everything right!
The tearout crew, Tim and the stone installer, James did an awesome job. The internal sales person we dealt with and the schedulers were absolutely horrible. It is impossible to have customer service this bad without going to school to learn how to provide this level of poor customer service. I swear this place is a pitiful excuse for a business, one mistake after another. Far too many to list. Buyer beware, do yourself a favor and go anywhere else for the work you need done. This business is an absolute joke!
I don't know how I accidentally gave one star. The service was excellent and our sales girl (name is at home) was very patient and informative. When we decide to purchase a new gas fireplace, we will be back for sure.
We love our two fireplaces! The people that we worked with were very personable, professional, and accommodating. We are happy with our newly remodeled home--especially the fireplaces that help make our home a warm, pretty, cozy place! Thanks, Complete Home Concepts!
We just finished a complete new fireplace this week. It's beautiful! The entire staff at Complete home Concepts were very knowledgeable, and professional. It changed our entire home over night. They came in one day and did the demo and replaced the firebox. The next day they were able to finish all the stone work. It was a slick process! We would highly recommend CHC! Our next project is an outdoor fire pit. Guess who is getting the job! Thanks to everyone who help on this project!
Have done business with in the past and even had them work on a past fireplace - however the lady I spoke with today - I will not be back, poor customer service, rude to say the least
After realizing there was an issue with a scuff glass I contacted complete home concepts and the customer service and quickness and efficiency and professionalism was out of this world. They're phenomenal experience dealing with the Brea will bring me back to this company time and time again. I cannot speak enough about the helpfulness and professionalism
Purchased Gas Fireplace, Mantel and Rock and had them install, turned out amazing. Totally changed our room. Installers did a great job and were very careful and cleaned up afterwards. Breanna was great to work with on the sales team. Couldn't be happier.
Service is great but you pay for it. It is an extremely expensive place to shop. The sales people work off commission. That's one markup. If you are working with a builder, guaranteed you will pay and arm and a leg. Shop around. You'll get much better prices and equal quality service.
I purchased shower doors from this company 7 years ago and had very good results. NOT so much this time. I am writing this review for several reasons, one your sales staff Kenny G. needs to do his homework on the product that he is selling. He told us more than once that the installer could field measure for our shower pan without the old shower being demoed. When the installer did come out to field measure the he was surprised that the shower was not demoed. I explained to him that Kenny the salesman said it was not necessary. Well this causes more work and effort for the installer. The very nice installer, Adan told me that he can cut it in the field so it will fit properly. SO, the salesman does not know what the installer does or how it is done. Having known this we would have had the demo done prior to the field measuring. When we asked Kenny if the installation included attaching the drain pipe, Kenny did not know that answer and to this day has still not called me with the answer?? Sure glad Adan (installer) could answer me when I asked him. In trying to schedule the field measuring my phone number prefix was transposed by the salesman, fortunately I was calling daily and this error was discovered so I was able to get the appointment set. My suggestion to you is have patience if you are purchasing from this salesman/company. The only reason they are getting two stars is, one for Adan (installer) and one is for the nice lady Delilah (not sure if this is right, but close) that I scheduled the installation appointment through.
Great service! We had CHC do a service on our gas log fireplace that is 15 years old. As new owners of the house, we had never used the fireplace. We thought it would be a good idea to have it checked out. The technician did a thorough systems check and cleaning. It works and looks like new.
Was initially very excited to visit the showroom and have them install two fireplaces in our new construction. They had a great price and we were excited to get started. We live a couple hours outside of KC but they had no issue with that and told us what our trip charges would be for each visit - they plan two visits, one for initial consultation and another for the installation. After going around and around with the company, they decided they didn't want to make two trips out to our location so we were told to just work with them over the phone to make sure that both of the fireplaces and flues would be in the right location. They were supposed to arrive a week ago - but naturally, the scheduler had them booked too full and they weren't able to come - no show, no call..... Today they came to install and very shortly after arriving they announced they had a problem. The flue wouldn't make the right angle to fit through the hole it needed to go through.... They had to remove the platform and lower the fireplace, therefore removing the ability to have a hearth (seat). I was crushed. They moved on to the upstairs fireplace and suddenly didn't have enough pipe to complete the job. They will now have to make two trips.... ALL of this could have been avoided if the schedulers would have LET THEM VISIT TWICE IN THE FIRST PLACE..... We have been given the run around anytime we called to get information. Overall a very frustrating situation.
Nice selection. They were in the middle of udatinging their displays, when we were there. We were not ready to make a purchase, but we came away with good information and ideas.
I worked with Kenny on my fireplace. Boy did he know his stuff. He was funny and a little silly at times but I had the most fun shopping for an investment ever! I can't wait to decide what stone I'm going to get. He is very excited to do his job you can tell he loves it.
Customer service is seriously lacking at this business as evidenced by numerous other reviews. I ve called six times over three separate days with no answer. On two occasions someone picked up the phone, apparently to stop it from ringing and then wouldn t speak. I could hear people talking in the background but the person who answered the phone would not speak. I m done trying and will take my business elsewhere.
Update: Corbin just emailed me and suggested they have a phone issue. Corbin, you don t have a phone issue, you have a customer service issue and you would be better off addressing that issue rather than trying to explain this away as a phone issue. I gave you six phone calls over three days and your people answered the phone on two occasions and would not speak even though I could hear people talking in the background. . They just felt like they didn t need to respond. That s where you need to focus your efforts. Good luck.
Amazing - how LONG ONE 'JOB' CAN TAKE. TERRIBLY UNSUPPORTIVE OF THEIR DIFFICULTIES. LOTS & LOTS OF finger pointing & 'not my fault, I am not the one who "said, did, ordered, told you" that!!! I ordered my 'insert' with gas hook up IN PLACE ALREADY, IN OCTOBER OF 2018, and I asked, if it could 'BE IN' by Christmas. They said that it was 'NO PROBLEM' at all!!! After MANY VISITS to my house, to measure, several times, 'clean' the chimney, make sure the gas was set up correctly, set it up, ops, too big, too small, "a big one should have been ordered, it'll fit" 2 more weeks for order, AND THEN 2 VISITS FOR THE RIGHT GENTLEMEN, TO CORRECTLY PLACE A FUNCTIONAL GAS INSERT INTO MY FORMAL LIVING ROOM FIREPLACE!!! (I wish I could remember their names!!!) And NOW, IT'S M-A-R-C-H!!! Then, I could add, but won't ALL the phone calls. 'Nancy' the owner, I believe, did take a few hundred off of our mostly paid bill. ~ You decide, for yourself!!! Post review. I got a call, from Complete Home Concepts, Corbin, gave me a chance to ask questions and listen to explanation for the wait and the time it took to complete my job. I was happy to finally have someone listen to my 'grief', and get an understanding as to, WHY. Then, a free check-up for my fireplace was scheduled, at my convenience, for next week. This should be done yearly, before use. I am satisfied for the call, the explanation, somebody to listen to my complaints, my ?'s answered & the free check up, just an added benefit too make me feel better. It worked!!! I not only know they listen to these reviews, they value my business & will continue to try and work on 'something' long after the project is complete. Thank you, Complete Home Concepts!!! And thank you, for Natalie Merrill's introduction, she designed my new kitchen. ~ janet
This place is great they have all kinds of custom-made fireplaces and Stone furniture, if you have something in mind and it's made out of stone they can probably custom build it for you and they'll install it, The showroom floor is beautiful and will give you great ideas for your upcoming remodel, The staff is very friendly and knowledgeable about all their products, I definitely recommend to stop by, if not to buy then at least to look around for great ideas
I had bought a wood fireplace with the blower inside. It cost $6000. They put the fireplace in when no one was at new construction. They placed it basically on the floor even after we talked to Kenny in detail about placement of fireplace. He also told me the fireplace would burn for 12 hours straight....totally wrong. He also said the fireplace had a duct on the bottom of fireplace and the basement would be heated. False Salesman also said they would show me how run the fireplace. No show and no instructions. I had to find instruction on internet. Salesman also stated the fireplace would heat my whole house. Wrong I will never purchase anything or recomend this place. Terrible, Overpriced, Misinformation to make a sell.
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