Arizona Fireplaces & Bbq's

AZ Fireplaces has been our disappointment of the season. Wanted a new front and doors for our gas fireplace. Called for an appointment to visit our home and measure-up, and offer fireplace door options. Booked us a month out, and when their employee showed up, he informed us he couldn't help with selling a door, but was an fixer/technician. And requested a $125.00 shop up fee.

Since he tinkered around and improved our fireplace log appearance and performance we paid the fee, and asked him to measure for doors. Upon departing he assured us the process would be easy with the item "in stock". After not hearing from a salesperson at AZ Fireplaces we started calling, and each time were promised a salesperson would be in contact, pronto!

After over a month I wrote a long detailed email outlining our experience, and desire to purchase a door and complete the project. Later that day I was sent an email assuring me a salesperson would be in contact, pronto! A week later I contacted them again, and was again promised a salesperson would be in touch. That was two weeks ago, and I gotta tell you.be careful dealing with these folks. I can prove AZ Fireplaces doesn't do, as they promise. Beware.

I highly recommend staying away from Arizona Fireplaces. We just spent $5k on a fireplace that we can not use with heat because it blew the breaker. We were never told we would need a dedicated wall outlet. We are beyond upset and displeased. If we would of known this ahead of time we would not have purchased it. AGAIN STAY FAR AWAY FROM ARIZONA FIREPLACES.

This particular fireplace store is awesome. Mark was able to help me find the right parts in a matter of minutes and is very knowledgeable. Thanks Mark for taking the time to help me. -Steve Markovic- Owner operator, Emergency Home Maintenance and Repair LLC

Greg from Arizona fireplaces was so helpful with my order. After I placed my order he reached out to me to make sure I had everything I needed for my fireplace. He was very knowledgeable, professional, and helpful. I highly recommend

Nice place. Got lucky and they had my fireplace in stock which was a great bonus!

Stay away! Can't believe a Local Owned business is run with No customer service. Scheduled Fireplace service/maintenance appointment, schedule was 2-1/2 weeks out.that was understandable. I received good communication (text/emails) to confirm the 6 Dec appointment. Day of service, No call or info on a window of time. Called to inquire at 8:30a, response was Tech 'didn't call you?.will have service call you back.

No call. I called back at 11am.same response. Told Tech Dave will call. Dave calls at 12, says 'I thought I had called earlier'.No! Schedule to come to me would be third on his list, looking to be around 3-4pm. Told him I understand goofs, have your Customer Service call me back to reschedule and consideration to mixup for a earlier future date.

I didn't get that call back. I scheduled with another Business with their On line portal for a future date. Owner Michael called me personally to ask he had a Tech working my area the next day 7th.'would this work?'.Yes! Tech 'DJ' came as PROMISED and got us working. There are Businesses that Do Want Your Business AZ Fireplaces is NOT!

Installed a broken fireplace in our home. No date commitment has been met to fix and yet we have paid in full. Don't recommend this company.

Worst customer service. Ordered a $6000 LED fireplace. Told they would hold until the contractor was ready to install. When we were ready to pick up they said "you already picked it up." They gave the same fireplace to someone else that bought the same product but pulled up our invoice and had the other customer sign the invoice. Obviously they did not check invoice numbers.

But 5 phone calls of "Are you SURE you didn't pick up the fireplace?". Ridiculous. When I went to pick up the fireplace I was the lone customer in the showroom with at least 4 salespeople or receptionists on phones or computers. I stood there for at least 2-3 minutes before even being acknowledged. We get it ready to install and notice that the fireplace the salesman showed us in the catalogue that we indicated that we wanted had a chrome faceplate.

What we unboxed didn't have ANY faceplate. They failed to mention that you need to purchase a faceplate SEPARATELY, and that the company does not sell the chrome faceplate. The catalogue was displaying a custom-made faceplate. The salesperson did not even know that and had to investigate and call back. Thank goodness we are using our own contractors for the install. My interior designer has scratched them off her list of vendors to use.

Call this company is a family owned and run extremely knowledgeable staff and has all of your fireplace, BBQ, Media, and in between to meet any of your needs and wants

I placed and paid for my order over a month ago for ducting. I still have no ETA and every time I call I feel shame for asking for there missing parts of my order. I just wish I would be giving a straight answer with an ETA and deliver on it

Absolutely worse customer service! I spent a fortune on 3 fireplaces and one of the fireplaces switch works randomly since the install. Have had them out twice and they charged me $185.00 for a problem that will probably happen again instead of replacing the switch. Since I don't use it 8 months out of the year and as a result of COVID they still billed me for a repeating problem. I have never taken the time to write a review but felt I needed to warn people to find another option!

These guys are family owned and it shows! So much attention to detail and and an incredible reputation indeed! If you're not aware that ALL manufactures in any industry are suffering from gross lead times then WAKE UP! It's a pandemic and we're all suffering. No need to leave a nasty YELP review about it. This business is the best in the industry and rest assured you'll have an amazing experience with them!

Terrible service! I waited 7 weeks after purchasing the gas log set, and then they installed the wrong logs. I have called, left messages, sent emails and still NO Response. Be careful with this company.

I cannot say enough about the customer service we have received from this business. We bought a new home with a propane gas fireplace & needed special fittings. They did the research necessary & I will have a Christmas fire now! We are so pleased. Thank you guys!

I was sold a used fireplace., at the time I was told it had only been returned because it ran too hot. I have been working with my installer for over a year trying to get it working properly. I have contacted Arizona fireplace multiple times with no return phone calls at all. I only give them one star because zero it's not an option.

For over 1 month I have speaking to Kent T at Arizona Fireplaces and discussed my need for handles for my fireplace. After giving him the information required for the handles and explaining what I needed he said he would look into the correct fireplace and order the handles, He said he would return my call as soon as he ordered them and it would not be no more then $15.00 This was two weeks after our discussion.

I called several times when I had not heard from him and spoke to individuals that said he was not in the office and other excuses. It has been over a month and I called the main office and was transferred to Kent T who once again said he had tried to contact me and would check the warehouse as to where the handles were and call me back. No call back and no contact. Very poor service.

Michael Ray salesman lied to us. He said our fireplace would be in 2 weeks after Thanksgiving. He said it was shipping from Canada. It did not come in as promised. We kept calling with the run around. Finally got it. Wrong Mantle wrong firebox. By the way it said on the label made in Taiwan. Never will recommend or ever do business with said family owned business

The staff and installation are extremely unreliable. They installed my fireplace half-way then never returned to finish. I now have a fully paid unusable fireplace. They have either cancelled or not shown up for three appointments during the past two weeks. I guess I need to file with the BBB and the ROC now to get them to complete the installation.

Super disappointed, had them out to do start up for $150, had to wait several weeks to get them out. They got us up and running but after using It 8-10 times we are not working again. Called and talked to them and said they would call back after speaking to manager and I waited 36 hours and called back. They kept me on hold off and on for 30 minutes and then schedule a time 2 weeks out. I'm not happy but unfortunately not able to find alternatives for service. I'll keep looking because I do t have a great deal of trust in this company.

Mark and Walt helped me troubleshoot some issues we were having on a fireplace being remodeled. Even though it was NOT originally sold by Arizona Fireplaces, they took the time to help confirm the proper steps to ensure safe operation of the fireplace. Thanks guys!

Little bit on the pricey side but they hook me up twice and got the problems solved they were friendly and helpful. And I would definitely go back again. Thank you Arizona fireplaces you guys had the parts that I needed the friendly staff and I got my fireplace a blazing.

I requested Terrance a Young based on his YELP reviews with AZ Fireplaces. What a wonderful young man! He is knowledgeable, courteous, professional, and thorough in his work. He found a couple of leaks in our propane fireplace and fixed them. He suggested options/ solutions for venting problem. He was patient and methodical in his work. Great customer service! Will most definitely request Terrance again for our Fireplace service.

Even though they sell fireplaces, they have an excellent showroom for BBQ grills and islands, and after thoroughly studying all other area grills, the customer service and personalized touch from the owner (Keith) and Jordan Goats, I was steered toward what I believe is the best grill on the market - a Beef Eater grill. I have owned it now for well over 6 months, and if there is to be an issue with this grill - I haven't found it yet. Starts on the first try, lid is easily removable for grilling from all sides (I haven't once grilled yet with the lid on!), and it is just superb quality all the way around (I purchased the grill and the island). Please check out this company before buying another grill - it will be worth your time!

Bought fireplace and was shipped natural gas vs propane unit. They fixed that and then shorted out the ignition and the light kit on the unit. Variety of technicians sent over a one year period. Finally sent the top technician who replace the igniter but the light kit has not worked since. Nothing is proactive, I have to call repeatedly to get service. They say they ordered the light kit parts but never heard back. A very poor experience. Won't do it again.

I knew this was going to be a busy time of year, so I scheduled ahead of time. When Terrence arrived, he was professional and knowledgeable, explaining everything to me (with patience!) We had several fireplaces for him to look at, clean, service etc. He was just as competent on the last one as he was on the first, despite being a long day. Both my husband and I were thrilled with Terrence's demeanor, as well as his expertise and the creative (yet functional) way he rearranged our logs. Our fireplaces have never looked or run better!

The fireplace is not working even though they "fixed"it less than a month ago. I cannot get anyone to come back to honor their service without paying for another $180!, have been waiting 3 weeks for a call back from their manager. I am stunned that this is how they treat people!

DO NOT USE THEM! THE WORSE FIREPLACE CO. Unprofessional, unreliable wont return emails, look at these photos. So their 2 installers show up on the designated day to install a massive fireplace! Again I'll repeat they sent to installers to try to install a mass of unit without the proper furniture dollies or the proper safety equipment or ladders.

They drop off the fireplace unit and say they're going to home depot to pick up some straps and never return, no phone call, no explanation, nothing I call the company immediately and I let them know what had happened and that they need to get someone out the very next day. They said "I'm sorry ma'am you're going to have to wait till next Tuesday that's the earliest we can get someone out there".

Over a week later they show up and gauge the floors and steps. Our entire construction job is completely off schedule, I have disappointed customers that are unhappy with their fireplace unhappy with the installation unhappy with the delays and not being in their home. The manager Jason Riojas won't return my emails, the salesperson Zeke won't return my emails. Very Unprofessional!

The installer Terrance was amazing. Very friendly and professional. He explained everything we needed to know about our fireplace

We had soot buildup on the mantle. Arizona fireplaces came to inspect our gas fireplace, spent only a few minutes and misdiagnosed a construction issue. We called the builder, Camelot Homes, who promptly came to investigate: the logs we're improperly positioned (my fault). Simple fix, no charge. Arizona Fireplaces is demanding a $185 trip charge, for doing nothing and for misdiagnosis.

We understand trip charges but the amount requested is completely unreasonable. We offered a compromise but the company is not bending. Too bad they believe $185 is worth more than their public image.