Gas Fireplace Service and Installation

Wonderful customer service. We were very impressed by how quickly they responded to our need for service. We have a gas fireplace that was leaking but we weren’t able to figure out where it was leaking from. They found the leak and solved our problem along with some other small problems that we weren’t aware of.

Tony was professional and quick. We are excited to have our fireplace working again. Would recommend.

Our gas fireplace hasn't looked or worked this well for some time. I recommend Gas Fireplace Service and Installation of Durand, MI.

Very good, would recommend this company for your repairs

Great service love the people

Brief summary: The technician accidentally damaged the front glass during the service call, which GSI replaced at their own expense. GSI was quick to respond to my initial service call and was able to get my fireplace working and offered some helpful suggestions, but failed to perform all the quoted services. When I questioned the invoiced amount, given the missing services, the technician became defensive and stormed out.

Detailed review:
The fireplace in my home went unused for several years and needed to be inspected and cleaned before operating. The fireplace was also very drafty, so I specifically wanted them to investigate the draft and see if it could be improved.

I was quoted $160 for an inspection, cleaning, and training. They had plenty of availability, so they were able to perform the service less than a week later.

The service technician was friendly enough, though he was in a bit of a hurry. He disassembled the fireplace, made some helpful recommendations, and got the fireplace working. He did not clean the fireplace (except for perhaps the pilot light). Nor did he thoroughly inspect the fireplace (he never went outside to inspect the vent, for example).

When asked about the draft, he was rather dismissive and stated that direct vent fireplaces are just inefficient and it's something we needed to live with. He failed to mention the damper that could be closed when not in use--I discovered this myself as I was cleaning the fireplace after the service call. He also failed to mention other options recommended by the local gas fireplace store that recommended GSI to me (I visited the store after the service call and not being satisfied with GSI's explanation of the draft).

The technician accidentally dropped the front glass panel when he was reinstalling it and it shattered. He assured me that GSI would replace the panel at their own expense, which they did, and he also cleaned up the shattered glass and deferred charging for the service call until they replaced the glass. This was a very satisfactory response to an honest accident.

Communication leading up to the replacement was a bit spotty, but they did replace the glass after four and a half weeks. They apologized for the delay and explained that it was due to the lead time from the manufacturer, exasperated by the holidays.

When they came to install the glass, it went very quickly, though he forgot some replacement clips and I had to remind him to train me on the operation.

When it came time to pay, I asked about the cleaning that they failed to do. The technician's attitude changed immediately. He became very defensive and said the $160 was their standard service charge, regardless of whether they do the cleaning, and also stated that I got a free glass replacement that costs $360 (which is besides the point, since it was replacing something they damaged). He accepted payment and immediately left, giving me the cold shoulder when I thanked him for his time and wished him a good day.

Overall, I want to say that my experience was just bad luck, but I'm not confident in their attention to detail and was unsatisfied with the unprofessional behavior when I asked about pricing for services they failed to perform.

Would give zero stars if I could. Way overpriced. We went with another company.
Buyer beware.