Southwest was friendly, knowledgeable and timely with my service. It’s always a pleasure to deal with their teams and technicians.

Joe came by today and I couldn’t be happier with the work he did. The guy is an artist. Very friendly, professional and prompt. As long as we have a fireplace, southwest fireplace will have our business. Highly recommend!

I am absolutely disgusted with the experience I have had with Southwest Fireplace. If you are reading this review, this is your chance to shop elsewhere. It is ABSOLUTELY worth it, even if you have to drive an hour+.I bought the Expedition II Wood insert for my fireplace back on September 25th, 2020 for $4381.17 (Including Install). I was told approximately 4 weeks for the insert to arrive, and then the install date would be set up. Unit arrived on time, but they blew off the install the morning of because of staffing issues. John would later tell me via phone that a customer lied to them about the scope of a project they were on and they couldnt leave that project. After confirming with multiple employees it was a staffing issue, they later tried to change their story and say all the parts were not in.Day of install was an absolute disaster. The two installers lack of knowledge was absolutely scary. They asked if I had a dolly because they forgot to bring one. I explained I had several along with straps. I explained we could wheel the unit easily all the way to the fireplace. The two installers said they were just going to take it apart on top of the truck, carry in the pieces, and re-assemble it back inside my residence. After attempting to put the unit back together, they did not have the proper parts. The two installers told me they had to run to the store to buy some parts to complete install. I asked the installer who claimed to be doing this for 17 years if there were any additional safety features that prevented carbon monoxide from backing up into the house. He responded and I quote, “There is no carbon monoxide in fire or smoke”. Scary. When asking questions about the cap, he said, “I have to do it like this, see how the other chimney caps are on your neighbor’s roof?” He then points to a PVC vent on my neighbor’s roof. I stated I sure hope your not doing it like that as it has nothing to do with a chimney or a cap. The installers did not turn on the unit, burn any wood, or make sure it was functioning properly. When asked, they had no knowledge of how the unit worked and stated for me to read the manual. Seventeen years of installing inserts, one would think you would have some knowledge of how it worked? Of course Id read the manual.The unit had problems immediately. Severe smoke damage either due to a bad glass door (or more likely faulty install & poor air circulation), moving parts, gaps in the frame for ash to fall down by the blower, etc etcI contacted Dan, the owner who made several excuses including his sales associate Allan trying to over deliver for the sale, language barrier of installers, admitting the unit might have kinks to be worked out, & more. Even after a representative came to my house, took photographs, admitted severe problems, pointed out additional problems, I received no response back from Dan for 3 additional weeks, and I had to contact him. He just shrugged me along to John.John is about the most unprofessional human being you will ever meet. Tried to blame the problems on me for burning cherry wood saying cherry wood is not listed in the manual. (Manual lists examples of hardwoods and softwoods. It gives 4 examples of each.) I explained those are only examples of hardwoods and softwoods on page 12, and no insert would tell you that you cannot burn cherry.... a popular hard wood. He then tried to blame me for using the wrong cleaning product. Then said I had a change of heart on the unit or it was too much work 4 me. Continued to just make excuses, and then tried passing the problems back at the manufacturer.How did it end? More weeks of being led in circles. I explained to John I was going to post poor reviews, contact the BBB, and use other resources available to consumers. John then called me, screamed that he would lean my house if I disputed my credit card charge, and he would sue me if I left one negative review before hanging up.Nice. Product with possible kinks. Terrible install. And bully/threaten your customers.

My only regret is that I forgot the name of the gentleman that I spoke withI was at a friends house trying to find A pilot assembly for a friend I was at their house working on the fireplace. I literally killed maybe 45 minutes trying to find a parts list for the fireplace. With no success I called them because they were the only fireplace dealer I could find locally. A gentleman answered very polite as we could do for me I explained my predicament. He tried looking it up while I was on the phone but requested more time since he had difficulty contacting a dealer. He said he would give me a call back as soon as he had some information for me. He called back rather quickly kind of caught me off guard. He gave me the information I was looking for and some great advice on the fireplace. I would definitely recommend speaking to the young gentleman I spoke with. Also to the other negative commenters I heard the older gentlemans in the background and they were offering advice to him on how to locate it. So I wouldn’t believe that if you walked in the store they will ignore you just doesn’t sound like the kind of people I spoke to

Good service, good store, easy to do business with.

Good customer service

Technician came today to repair my gas fireplace that was turning off by itself. He was able to locate the problem right away and fixed it. He also took time to take everything a part and clean. I have to say he was very professional. After he left everything was cleaned like he was never there. Highly recommend this company.

Zero customer service. We went in for fireplace refurnishing, there were 2 old guys in store but did not provide any service. We took a look at the showroom and picked a stone that wanted to ask for price. Asked if they are available and they did not even answer. Do not go. I wouldn’t pay a penny for that service.

I got the wrong device for my fireplace and when I took it back they were very quick to replace with the correct one.

Super helpful and friendly staff. Best I inventory of dealers in my area. Looking forward to working with them in future

After trying to do business with a closer fireplace store we decided to do business with Southwest fireplace. They had a large presence in my phone book and had great reviews with the Better Business Bureau. They came out quickly and fixed the issue that we dealt with for over 2 years. The price was much less than thought it would be since the place 4 blocks away told me a higher price i thought for sure i was going to pay more. Thank you for your great service and everyone over there was very nice to do business with.Mike M

I ordered a LP direct vent fireplace and received a natural gas. I was then charged an extra for the conversion kit. We elected to install the fireplace ourselves with a $125.00 start up service, when we called our sales person with a couple questions during the install he told us that the store was getting no money from the install there for he could not answer any questions. He then proceded to tell me that the startup trip charge would now be $280.00 instead of the $125.00 that was originally on my invoice because it was now considered a service call, which had to be paid in advance. When the tech arrived I asked about the high price of the service call and his response was that I was paying for his knowledge. I have had alot of service calls over the years, appliances, furnace, water softener, and none of them have ever charged such an outrageous amount.The tech was in and out in 15 minutes. I definitely would not recommend this store.

Definitely a 5 star rating. They were prompt and met the appointment time. Before starting installation, put down protective covering to the working areas. The crew brought in the tools needed and proceeded to complete the installation and then cleaned up.

I am so happy with folks! My wife tasked me with getting our fireplace insert to light. The pilot went out and no matter what did I could not get it going. A quick trip to the Aurora location solved my problem. After consulting a technician I was given the fix. Got home and bingo, the fireplace is lit. When my wife gets home to a warm hearth, I will be her hero! Thanx to the folks at Southwest Fireplace in Aurora.

Definitely a 5! Everyone at the Aurora store was so informative and helpful and the installation technicians were courteous and professional! Would highly recommend!

Completely satisfied with the total service experience. Roy Burger was very knowledgeable and a pleasure to meet. An absolute 5.

EXPENSIVE! Ended up building my own for 1/10th the price

Staff was unfriendly. Nice showroom but would not want to do business with the staff

Chris was very helpful in explaining all the options available to us as we get ready to remodel our fireplace. Were excited to start our project!

Stay away. The salesman was very uninformed. He made broad statements about my current setup that after leaving and doing my own research turned out were incorrect. I will point out a few:1. Installing an insert into a prefab fireplace. Salesman stated that as long as the insert fits inside the opening on the prefab it is ok to install. Wrong. Not only does the insert have to be rated for install into a prefab but the prefab itself has to be rated for an insert. My unit is not rated for an insert. Glad I did not take their advice because it would have been a fire hazard.2. Replacing existing prefab with a new prefab. Salesman said prefab units are only for new construction and you are stuck with the prefab currently in the home. Also stated that the prefab unit itself is much larger than what you see at the wall. The one unit I was interested in that they sell he stated had a metal insert that is 5 feet taller than the opening you would have to tear your whole wall from floor to ceiling to install. Went home and went to the manufacturers website, downloaded the install guide and guess what the total height of the unit is only 42 the rough opening only has to be 43 1/2 not exactly tearing up the whole wall to install.3. My current unit burns gas and I was not sure if it could also burn wood. He stated that if it is a sealed front it is gas but all units that have doors that open can burn wood. Wrong. After research I found out mine can burn wood but depending on manufacturer there are gas only ones that have doors that open.Worst of all when I questioned some of his statements he kept replying that he has been selling fireplaces for over 25 years. That is either a lie to make customers think he knows what he is talking about or has been misinforming customers for 25 years. I have been in construction for over 15 years and have not installed a prefab fireplace but have seen units being installed and in the back of my mind many things he said made no sense. Just wish I had done my research ahead of time so I could have called him out on the misinformation in person.

Great job...guys were very respectful of our home and were enjoying our purchase....thank you

Great experience in your Aurora location, everyone was friendly, knowledgeable to our needs. Great to work with.

Great service and excellent work by Tomas. Definitely a 5.

Very good service and has a large selection of fireplaces on display

I rate your service. A (5) I am satisfied

Great service and a super technician- knowledgeable, courteous and thorough. Will continue to reccommend you.

If youre looking for a fireplace this is the place to go very informative staff

On time, professional, and very happy with the work completed.

The guy that came out was excellent

Great service! 5 rating. Thank you!

Went to South West fireplace to purchase a wood burning stove after we had purchased wood burning stove we would be told it was only going to take 2 weeks to get in the gentleman who came to check out the area to give us an estimate was very rude unpolite but he did the estimate and said he would get ahold of us when they would be able to install it he said it would take him a week to get back to me after three weeks had passed you told me they could not install it and he did not even order the stove that we had already paid for when I went in to ask him about it he denied any of the conversations ever being head of us buying the stove came over for another estimate because he insisted the stove had to be run a different way and got aggressive with a 65 year old woman and stormed out I think these people should be arrested if you allow them in your house that is your problem I guess they dont know how to treat people well

Service was excellent and prompt. Thank You!

Very good and knowledgeable place!

Technician was knowledgeable and courteous.

Job well done!

Service was great.

Very professional

Thanks!