Village Fireplace & Stove

Set up an appointment with company despite poor reviews on this site. Appt was set for 2:30 on Saturday; called at 3pm when no one showed for appt. Told we were the next appointment and he was "on his way." Called back at 3:40 when still had not arrived as we delayed other plans we had for the day. Person on the phone was surprised he had not arrived yet, put me on hold to check with the guy. Got back on the line to tell me it would be another 40 minutes. Asked me if I wanted to reschedule, told him of course not if this is their level of customer service! Started yelling at me that this was busiest time of the year, that they had one person for 7 calls today. Not my problem and if they were overbooked someone should have called to cancel. If I had already called at 3 why could you have the proper courtesy to call and cancel if it was going to be another 2 hours! You could go to Rochester and back by that point. Steer clear!

We purchased a Fireplace at Village Fireplace, a Heat and glow model. We couldn't be more happy with the install, and the very polite and professional staff. It looks so beautiful, and is very relaxing. Love it! ⭐️⭐️

As the owner I would like to respond to these reviews.

Pkm - Stove was installed by customer, called 2 weeks later claiming loud screeching noise. I explained that there were about 75 service calls ahead of him but would get there as soon as possible. Shortly after huge November snow storm shut us down for a week. Because we were now unbelievably backed up we brought in factory rep to help. Problem was defective blower which we installed within 2 days of receiving it from the factory! Based on the cicumstances I don't know what else could have been done for this customer!

Glenn - We did not construct a chimney. We built a temporary wooden enclosure around his deteriorated chimney so that vent system for gas insert could be attached! He was told to have enclosure finished and weatherproofed because it could eventually leak because it's made of wood. 2 years later it did leak and customer tried to put blame on us.

John - We were to deliver and hang fireplace on wall and plug into receptacle provided for by customer. When installer arrived plug was not put in. Customer got indignant and demanded that installer install plug right then and there. It was impossible to do that day because of the demanding schedule. Customer called me and asked who I thought I worked for. Enough said!!! Dfaltisco - the customer has every right to be upset. He did have issues with his gas insert which we made every effort to resolve! My response to him regarding "that it's just a Fireplace not a Dialysis machine" was in response to the angry 4 letter words he used to describe myself as a person because I couldn't provide a service technician at 4 o'clock on Christmas Eve!

very polite people however it ends there. I paid close to 4,000 thousand dollars for our new stove, which at start up circulation fan just screamed. We called several times and also visited the store. The owner took 2 1/2 weeks before he returned the phone call, which resulted in being told that they were too busy to come and listen to the stove. Stove makes so much noise that it was unbearable to be near it.

After a couple phones calls to the Harman factory, someone finally helped me and the rep sent new fans to the local dealer, which resulted in another hassle of trying to make an appointment.

Well the bottom line, I helped the repairman move the stove around so he could replace the fan motor and now my stove is very nice. This only took 3 1/2 months.

If you would like communication, people returning phone calls and straight answers, do not buy here

Add my voice to the above. We bought a fireplace insert and had Village Fireplace also construct a chimney. The chimney leaked into an unused closet and caused substantial damage to ceiling and wall. I didn't want money, just someone to come over and patch the wall and ceiling. 6 times I called before I walked in and demanded some attention. Twice that took till someone came and took a look. "Not our problem, we told you it was temporary". No one said any such thing, the workman had in fact exactly the opposite. And there is no such thing as temporary flashing around a chimney. It was misplaced and caused the damage. Leakage stopped as soon as placed it properly. I gave Ray a small bill for the work done ($485. I had spent nearly $6000). Not a call not a word, not an apology Anyone reading this would be wise to look elsewhere to buy the things Ray sells.

I unfortunately purchased a electric wall fireplace from Village Fireplace and yes I dealt with the owner Ray. Unit had to be mounted and installed and yes there was miscommunication on my part as well. Nevertheless - trying to rectify the install, one of the many conversations I had with Ray, I finally asked him - are you serving me the customer or am I serving you??? Ray hung up on me - he is the worst, I live in Orchard Park and try to support all local shops, however I will never ever deal with Ray again, I will also convey this experience as often as I can. Bottom line GO SOMEWHERE ELSE!!!!

I bought a Heat&Glo unit from Village Fireplace in August of 2011. We have had nothing but problems with the unit. We have had at least 6 service calls on it and we continue to have problems. Ray at Village Fireplace does nothing but make excuses for his product. Customer service is terrible! He doesn't return calls when he says he will. I've had to drive to the store in order to speak to him. Recently, when my unit wasn't working, AGAIN, I spoke with Ray who claimed he couldn't have someone one out until the next week. I expressed my displeasure the we were having company on a snowy weekend and wouldn't have a fireplace, he said, "It's not a dialysis unit, it's a fireplace, you'll live!" What kind of customer service is that? I would not recommend Village Fireplace to an enemy! High prices, inferior products and terrible service. One star because the page won't allow you to give none!