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Customer Comments

Hi John, I wanted to write and say thank you for the wonderful service from your company! The extremely fast shipping and email/tracking information provided were much appreciated. Thank you again and I will highly recommend your site to anyone I know looking for fireplaces and equipment.
Sincerely Jo Ann
Collingswood, NJ

I received the shipment yesterday. Thanks so much for all of your help. (It's too bad that you don't carry electric appliances because I'm in the market for a whole new kitchen.) I will definitely come back to you for any other gas appliance need. (My outdoor grill is getting a little old.)
Anyhow, thanks again. Feel free to use my name as an internet reference.
Kathy
Chesapeake Beack, MD

I want to thank you for being so extremely helpful throughout the purchase and installation of my fireplace.
Sincerely, Lori
Painsville, OH

I wanted you to know that the cast iron stove (sand colored) and gas logs arrived today. They are very nice. Thank you for your efforts. There seemed to be just one small problem today. The delivery truck, an 18 wheeler, arrived at our house with just the driver. Fortunately we had another workman here and he helped lift the stove off the truck. The driver told my wife that if he had not helped, the stove would have remained on the truck. I have a problem with this. Why must I pay more to have it delivered to a residence? Isn't it so the trucking company will pay an additional person to help remove it from the truck? We paid an additional $45.00 to the trucking company and they get it for doing nothing additional. Seems like a rip-off to me. Thank goodness the other workman was here and was willing to help. And he did it for free. Maybe you should see about changing trucking companies. Enough about that. Thanks again. I am sure it will be real nice once we get it installed and have some cold weather to try it out.

Al
Hanover, PA

Thanks so much for prompt delivery. The gas light looks fantastic.

Natalie
East Lansing, MI

John - I received the new logs and everything is in and working great. Thanks for your quick response and great customer support. If I talk to anyone who needs gas logs, I'll send them your way.

Thanks,

Steve
Huntersville, NC

Thank you. You guys have been great to work with. I will/would recommend
you highly.
Chris
Havertown, PA

John,
your service is very fast and orderly! We will do business again Im sure! Lots more stuff to get yet for the house.
Kristi
Higganum, CT

I got my burner back from your company today and it works just fine. Bruce said he found nothing worng with it, ( I think he must of fixed something i messed up ). Again, I want to say thank you. I know I wasn't a big sale, probaby very small, but, I have been very impressed with your post sales
customer services.

Now I am reaady for some logs for the fireplace in my living room. Can you help me? or better put, do you want to help me?

Thanks,

Chris
Havertown, PA

Everyone kept telling me not to purchase such a high end fireplace off the web. I will admit that I was somewhat skeptical. To get to the point, I would do it again and again. Your company did all that they said they would and more. I want to thank you again for helping us with the technical problem we experienced in the beginning. I will be in touch.

Jim
Sicklerville, NJ

George, somehow your order was shipped to our warehouse in Florida. I cannot understand how this could happen when the shipping address was yours. I have credited your credit card for the price of the shipping ($32.23) and will not charge you any shipping. I deeply apologize.
John
Fine's Gas

Thanks, John - I wanted the parts by now, but I appreciate your gesture to make things right and will order again from you.
George
Hershey, PA

I received the grill on Friday the 14th. So far everything looks intact and no damage. I have not looked at all the parts but if the box was packed correctly, then all should be well.

Thanks again for your help.
Sincerely,
Timothy
Crystal, MN

John.
I was unable to use the 45 degree elbow and the adjustable vent pipe. The two fireplaces I purchased do not support the 45 our of the rear vent. Are they still returnable? I understand there is a re-stock fee but I didn't know if you have a time restriction on returns.
Steve

Hey Steve, sure you can return the adjustable pipe and 45 degree elbow. Just ship it to the address on your invoice and reference the invoice # on box you ship it back in. I will then credit your card.
Thanks John
Toll Free 877-615-1151

John - thanks.

One other question, Do you sell any type of touch up paint or repair kit for the fireplaces? They got some minor scuffs during install.

Thanks again
Steve

Steve, if it was the black sheet metal around the fireplace we use a high temp flat black spray paint. If you cannot find this type paint I will call the manufacture to see if I can order something for you.

Thanks John
Toll Free 877-615-1151

Yes - it was the black sheet metal. I should be able to find that type locally.

Thanks again for all your help. It has been a terrific experience dealing with your company.
Steve
Sicklerville, NJ

Hi John.....
Just to let you know that the shipment arrived today. All seems to be in order.
Thanks again for all your help

Toni
Banning, CA

Great price, thanks for your help. How many days do you think until we receive the fire pit? Also, could send a catalog along with the shipment?
Thanks again.

Best Regards,

Steve
Naples, FL

Just wanted to say thank you for all the extra help !! Everthing works great and we love the MHP grill !!

Gary
Aurora, OH

John is a LP conversion kit required/included with this unit? You asked me when I purchased yesterday what type of gas I was going to use. Just curious.

Bruce
Morning Bruce, I shipped your fireplace already set up for propane. You will not need to convert the unit.

Thanks John
Toll Free 877-615-1151

Thanks! I just wanted to let you know that so far your level of customer service and product knowledge exceeds any business that I've delt with in my search for this fireplace, and I've spoke with several.

Thanks Again,

Bruce
Cambridge, MD

To all that helped with the H----- project:

I am writing this because I greatly appreciate the staff guiding my husband and I through installing our fireplace that we had bought from another company. We would have never been able to do what we did without having your knowledge to call on. Most companies would have never gone the extra mile that yours did. I would like to especially thank Bruce for putting up with me when I was clueless as to this project that we encountered. I will recommend anyone I know to your business that is in the market for a fireplace. Thank You. Thank You. Thank You.

Don and Kim

Vincent, OH

THANKS
I JUST WANTED TO THANK YOU FOR THE GAS LOG I PURCHASED THERE RECENTLY.
I INSTALLED IT MYSELF WITH THE TELEPHONE HELP OF TWO OR THREE OF YOUR GREAT GUYS, THEY ANSWERED EVERY QUESTION AND REPRESENT A FINE ASSET TO YOUR COMPANY. I DON'T REMEMBER THEIR NAMES BUT I WILL REMEMBER THE SOUTHERN HOSPITALITY THEY PROVIDED ME.
BEST REGARDS

DANIEL
Voorheesville, NY

Thank you so much for your patience and good customer service regarding the Peterson vented gas logs. The installer's opinion was that the design was not suitable. I am very sorry for the inconvenience. I hope that I have made contact by phone with you before the logs arrive back. If there is any charge for anything that may not be packaged correctly or anything else please let me know.
Once again, thank you for being a customer friendly business.

Sincerely, Paula
Kearneysville, WV

I got the transformer last night that was missing and was able to get the fireplace running. I had to play around with the sensor to the fan to get the fan to run continuosly as it would run for a few seconds then shutoff. But it seems like it is working correctly now.
Thanks so much for your quick response in getting me the transformer. You have been great to deal with and I will recommend you highly to anyone up my way looking for a fireplace!
I hope you have a great holiday season.
John
SYKESVILLE, MD

Thank you for everything. My folks really like their fireplace and I would be happy to recommend your company to anyone. Great customer service!-Appreciate it.
Richard
Marion, OH

I have included payment for the Vidalia grill we discussed. I have included a copy of the invoice you sent me. I chose to do business with you because of the time you spent with me discussing the pros and cons of the various grills I had been considering. Speaking to another human meant a lot to me. If you ever want a reference/recommendation for a potential customer, please feel free to use my name. I will keep in touch and let you know how the grilling is going.

Thanks again,
Mike
Plymouth, IN

Hello Gordon, I have shipped you a replacement spark module. I the box you will find a return shipping label to ship the defective module back. I must have the defective module back for credit

Thanks Scott

877-615-1151

Thanks again for the great service, don't get the same response in California, Keep up the great work.
Gordon
San Josa, CA

Thanks ,
I got the grill today, and plan on cooking with it tonight. I will let some friends know about the other grills that we talked about. Thanks again Dale L & S Marine
DALE
SUMMERTON, SC

Thank You very much for your prompt delivery.I have installed your new burner and it works perfectly and looks just like Savannah (in West Virginia).The old mantle unit-installed by the gas company- had been in place since the 60's so some effort & manipulation was required to remove it.The new one fit perfectly.I have received many comments & inquiries from couples who walk through the neighborhood on their evening strolls.The open flame look really adds a distinctive look & ambience to my home's entrance.

Thank You once again.
Todd
Morgantown,WV

Dear John:
No Worries. I really appreciate your speedy and efficient service to rectify this matter. I felt that I should give you some time to fill and ship it out. I really didn't know that it was a Fed Ex delivery, otherwise , I certainly would have called you sooner. The lost package doesn't reflect upon you or your company, I can assure you. Your customer service is excellent.

Thank you again
Thom
North Hollywood, CA

I recently purchased and installed a Monessen See-Thru Fireplace. After several delays in installation I ended up with one missing and one damaged part. Your customer support (John) was AWESOME in helping me get those parts replaced... Thanks for a GREAT experience!!! I would highly recommend you to anyone interested in the purchase of a fireplace...
Craig
Boynton Beach, FL

Thanks for taking care of my igniter issue so easily. I never imagined that after 1 ½ years of purchasing my grill, from a “stranger” in Georgia nonetheless, that I would get this type of service and support. I will continue to recommend your store to anyone who asks about our grill (which is the most amazing grill ever).
Garry
BUFFALO GROVE, IL

I recently ordered Empire gas logs from your company. The logs arrived so quickly it was almost unbelievable. I expected to get them within about a week and a half, but they were delivered three days after I ordered them by Fed-X no less.
The logs were in good shape with no damage whatsoever, and we completed installation of gas lines and logs on Monday. The logs are beautiful when lit and we are well pleased with them.
This note is just to say how much we appreciate your quick service and attention to detail. It's a pleasure to do business with a company such as yours, and rest assured that if I need something in the future, you will be first on my list to contact. Excellent customer service is something not seen every day, I'm afraid, so hats off to your company.

Thank you for good service,
Starlene
Horse Shoe, NC 28742

Thanks so much. I should have waited a day before emailing you because the logs came today. Sorry to waste your time. Log set is perfect and your attention to customer service is outstanding!!
Thanks again,
Janet
OLD SAYBROOK, CT

Just thought I'd drop you a line and let you know how happy we are with our new stove!! It works beautifully and we get many compliments on it.
Your customer service people were great when we were asking questions before we bought and I'm sure if we ever have any problems, they will be there us. Again, thanks for a wonderful product.

Bette
STURTEVENT, WI

Your courteous service is very welcome compared to the one and only North East dealer I spoke with. I wouldn’t do business with him if he were the only dealer on the planet. If anything is “taking” sales from the northeast dealers it is their attitude that they are entitled to gouge the consumer. They quote List Price as gospel and when asked about the rebate they send you packing to fend for yourself.

Ken
NEWBURYPORT, MA

Hi John,
Thank you again for the very nice upgrade on the Fire Magic; it is a real nice surprise and an impressive commitment to fine customer service. I'm looking forward to receiving the grill and even more so to cooking on it.

JAMESTOWN, NC

Thank you so much for your help. If you ever need a reference for ebay or to sell online, I would be more then happy to give one. Your Service is amazing.

Ryan
WESTON, WI

Thank you very much.
I really appreciate the service. I was leery ordering something like this online in case something like this was to happen. Your quick action and prompt service has made this little more than a minor inconvenience. I would definitely recommend your company to others.

RONALD
ALLEN PARK, MI

I just wanted to thank you for all your help. Logs look great and work great. My wife loves them.

Thanks again
Larry
Dalton, GA

Hello my name is Dennis , I just purchased a Fire Magic grill after searching the Internet and was contacted by John Finch, which is really the reason I purchased from your company. The professionalism and knowledge were very reassuring. I believe that I made the right choice doing business with your company. The shipping was also very good, Southeast freight is to be commended also with the service they provided from the call the day before to give me an approximate delivery time to the delivery man hauling my grill to the back of the house and all done with a smile. Again Thank you folks for making this purchase a pleasant experience.

DENNIS
WINTER PARK, FL

Hello John,
Just a note to let you know the side burner arrived and installed as easily as you said. This grill is amazing. Build quality is outstanding and the results are “delicious”! Should have bought a Fire Magic years ago Thanks again for your follow ups and excellent service.

Pete
ROSCOE, IL

Thanks for the help and quick response. It is nice to find a company that works this way.

KRISTIN
Canton, GA

You guys are awesome. We used to have a heat-n-glo rep here in town and he is now out of business.
I am glad I found you.

Thanks again!
Nicole
Banner Elk, NC

This message is for John. Thanks a milliom John for assisting me to convert my remote control unit from centigrade to farenheidt I found the right button and changed it asap. it displays perfectly now. Thanks again. There are not many people left like you and I give your mother a lot of credit. She done good!!!!
Jerry

I thank you. I know I will be buying a grill from you in the future. Your customer service has been exemplary. I really appreciate everything you did,, thank you so very much. Cheryl

Thank you very much. I just want to say it was nice dealing with your company. From the order to delivery, everything was top notch.
Regards John
PHILLIPSBURG, NJ

John... Just got home from work. Got your message I want to thank you again for the talk we had. Your attitude and the time you took with me was one of the main reasons I bought them from you. In this time of fast deals were you just hit a key to make a sale or buy something you lose the interaction of each other feelings. Its just buying an item. I guess what I'm trying to say thanks for your time and knowledge of the empire gas logs. I'm sure we will enjoy them. Take care hope to do more business with you in the future....Kenny

Kenny
GEORGETOWN, DE

I found the buzzing. It is the hopper. Two pieces of metal resonate when the hopper is down to its last 10 lbs or so. Not a big deal. I'll seal it in the off season or tighten some screws. I thought it was the convection fan but the fan is just the source of the normal vibration, not the noise. For now I'll just keep it full of pellets. I realized I was only hearing the buzz at night right before shutdown and cleaning. I wait to refill the pellets each night because when I turn it off I wipe out the hopper to get all that dust out before refilling. I bough Penningtons and they have a lot of dust. I'll try Hamers next.
Anyway, after a week + of it running the stove my furnace has hardly worked, It has been cold in north west VA with nights in the teens and wind gust up to 50 mph. The house is warm and comfortable. The top 2 floors are about 3600 square feet with 9 foot ceilings and a 2 story foyer so I knew the stove would be running on high a lot but my wife liked the Avalon. My upstairs heat pump kicks on some but the cycles are really short now because it just sucks up the warm air coming from downstairs. The basement is about 55 degrees because the furnace does not kick on. We run the circulation fan before going down there and it warms the basement a lot. Basically, I am amazed how well it is working especially with such average "premium" pellets.
Thanks again for all your help. I'll leave you alone for a while now anyway but consider me a happy customer!

Merry Christmas
Rich
PURCELLVILLE, VA

Just wanted to drop you guys a note to let you know how impressed I was with your service & the help that I was given when I called after placing the order online. Price was better than any other company out there & I received the parts for out Fire Magic grill in 3 days.! So...we're grillin' and enjoying cooking again. Thanks for all your help Fine's!

Ann
HOUSTON, TX

I received my shipment several hours ago and want to let you know how much I appreciate your promptness. Now we will be ready for some cold weather. Thanks again.

Pam
Nashville, AR

John, I just wanted to thank you for taking care of the replacement log which I received today. I had already mailed in the warranty card. The gas was connected as well today and the log set is amazing. That's one heck of a burner. As our fireplace can be illuminated from within when the flame is not lit, the realistic detail on this set makes the look spectacular.

Sincerely,
Richard
PUNXSUTAWNEY, PA
A VERY satisfied customer!

Thank you for checking – I had email dialogue yesterday with John trying to make sure the item was correct for me needs - even going so far as to update the photograph and give me more specific details to help with my decision. It was left that I am going to measure diameter of gas line and get back with you. But this service of checking on incomplete orders is much appreciated. And your customer service has been exceptional.

Kay
Danville, Kentucky

Just a quick email to let you know how impressed my husband and I have been with your customer service. Seems rare these days to find that, so thanks for being so easy to work with!

Heather
OZARK, MO
Sent from my iPhone

Your company is amazing to work with and I value sterling customer service which you have.

Johanna
Broomall, PA

I would like to thank you for the quick turn around with my order.
I have been researching for quite a while and decided to order from you because of the feedback you have.
I had ordered the 30 in. Empire Ponderosa remote ready vent free log set.
Looks great in the fireplace! Love to see the flames dancing around.

Thanks again,
Brad
Rockton, IL

Dear Fine’s Gas
Being a customer I would like to thank you for resolving the broken, damaged Empire natural gas space heater. The replacement was received in very good condition. Both boxes showed no damage. Thank you for shipping with FedEx. I will avoid the first shipper when ordering any item in the future. I appreciate the help and time to fix the problems caused by the first shipper. You have real customer service! Thank You

Regards
Robert
TROY, MI

These people know what customer service is and take professionalism to a new high level. I had to return an appliance due to an unexpected remodel change and they were very quick to retrieve an already shipped unit, and rapidly refunded my money, with no hassles, no bitterness, no questions asked. All communications were extremely business-like and cordial. I would recommend this company and hope to do business with them in the future.

Karen
Reno, NV

Greetings Fine's,
About 13 years ago, I purchased a Fire Magic Custom I grill from you. I clean the burners and cooking chamber annually, but now the burner flames are difficult to adjust. When cleaning the natural gas orifices, I noticed the number 49 stamped on the orifice faces. One set of documentation provided with the grill specifies drill size 49 for natural gas, but another document provided with the grill specifies drill size 53 for natural gas. Which orifice size is correct for natural gas: 49 or 53?

Thanks for your attention,
Seth
Chattanooga, TN

Hi Seth,
The #49 orifice is correct for your grill model and year. The #53 orifice was used is the Custom I built before 2001 and the #49 was used from 2001 through 2007. Then Fire Magic changed the Custom Series to the Aurora Series and started using a different burner style. The #49 orifice is just slightly larger that the #53 orifice. If your burners are defective in any way we can file a warranty claim to have them replaced. If so please send us images of each burner.

Fine's Gas

Your fast response reminds me again why I do business with Fine's. We are also pleased with the gas logs you installed last year. My Fire Magic grill burners are stainless steel and are in good shape. An annual cleaning to remove carbon build up is all that is required. The flame slots at front and rear of the burners are where most of the carbon buildup occurs. I also found that two of the four existing orifices were restricted by corrosion/carbon. A #49 drill bit quickly cleaned them out. Another reason to inspect and clean the grill burners annually.

Thanks again,
Seth
Chattanooga, TN

I bough a firebox insert from you a couple weeks ago. I'm not one to take much time to navigate the web and be sure a company gets a review, usually it seems it's only if it's a bad review, and that's strictly because I feel consumers must be made aware of crappy service or products. When I ordered the unit I missed the promo code and sent a vague, quick message to you. Within a day, and without you asking me for a 20 minute explanation, you refunded me the promo amount of $38 without batting an eye. Then the unit got delayed because a warehouse fire at ups, which meant the unit would be delivered at the same time I would be out of town on vacation. Your team reached out to me several times to make sure I was aware that the shipment was near my location and to make arrangements for its delivery. Something I feel is certainly not your job, but you took the time to assist in getting the product to me. I'm a small heating company in a small town, with only 2 years under my belt. So when I run across someone that really stands out, I need to keep that contact available. I have no doubt I'll be dealing with you again, as I've had several terrible hvac website transactions, and that stress, or in your case, lack of stress, is priceless to me. Thanks for your professionalism, and keep setting yourself apart, one order at a time.

Matthew
PRUDENVILLE, MI

It's been a pleasure working with your company. We are at the tail end of a gut renovation our home (thanks to Hurricane Michael), and ordering the fireplace from Fine's Gas has been the least painful part!

Kind regards, Michelle
MARIANNA, FL

Excellent service from the get go, fast shipping, great tech advice and service after sale. The logs are beautiful, I wish everyone I dealt with was as customer oriented as Fine’s Gas!

Lloyd
COLONIAL HEIGHTS, VA