Fireside Hearth & Home - Nashville

The absolute worst experience I've had during my 9 month long building process and that's saying a lot! If I could rip out the two expensive fireplaces I bought I would. Fireside was recommended by my contractor and after what we've gone through he will never recommend them or use them again. After waiting months with multiple missed appointments the fireplaces weren't properly installed but we were told they were. Only after the gas contractor came out to set them up did we find this out and had to rip out drywall and the stone surround. A plastic bag containing multiple paper manuals and combustable materials was left on the top of one of the fireplaces which wasn't visible after the installers applied the heat panels, thank God by a fluke we found them and removed before it could burn the house down. Now I've been waiting for a month for the fireplaces to be properly installed only to have their installers no show again for the appointment that was confirmed yesterday! I am disgusted at the level unprofessionalism this company shows to its customers.

Service, repair, and warranty issues with no attempt to resolve.
On December 24th, our gas fireplace made abnormal sounds and shot flames throughout our living room igniting parts of the fireplace, mantle, and carpet. I (***) was coming off a night shift from work and asleep in the bedroom when our fire and smoke detectors went off. My wife was in the living room and in a panic, threw water on the fire in hopes to put it out before it spread further. Luckily she was successful as we have 3 small kids. After the holidays, *** who built our house in August of 2016 was notified. They told us to contact fireworks who installed our gas fireplace to let them know. I talked to fireworks customer service and scheduling multiple times to get someone at our home to look at the fireplace and determine what occurred. After 2 weeks or so, I was finally given the number of a field employee with fireworks to set up a time for them to come out. It has been well over a month and after multiple calls and scheduling appointments, no one has come out or attempted to contact us. Looking over our paperwork we have a warranty with the fireplace that extends to 5 years for parts. We understand there would be a service fee, but we also feel that something may have been installed wrong within the wall from the fireplace leading to the switch that turns the fireplace on. Fireworks agreed to come out, have a look, and determine what happened but has failed to do so or contact us. We have made multiple attempts to get them out here and it's been a very frustrating process. With the gas fireplace being less than 3 years old, there shouldn't be any issues such as this, which nearly caused a huge problem if my wife wouldn't have been so quick to act. We would like to have this issue resolved as soon as possible, as we do not feel safe with something possibly wrong with our gas supply to the house. Thanks!

Service, light 2 new fireplaces purchased from fireworks
I am developer and have a new construction project as *** My builder *** has repeatedly requested that Fireworks, finish the install and light the pilots for two fireplaces we purchased. We have been told everyday for 4 weeks, they are coming. Still no one shows. They have extremely poor customer service.

I am a developer in Nashville. I purchased two fireplaces from Fireworks. I, nor my builder can get them to set up the fireplaces. They are very apologetic and have many excuses: help quit, can't find anyone to work, they will put the request at the the top of the list etc. But nothing has happened after 4 - 5 weeks now. After multiple emails and phone requests, I give up. We will pay someone else after already having paid Fireworks. Horrible customer service.