Enchanted Fireside

This was the WORST business experience I have ever had. If you value your home’s safety, do not call Enchanted. The timeline of their negligence: Jan 15th Appointment: The technician replaced our thermostat and told us our 20-year-old stove likely had two more winters left. However, as soon as he lit the stove after the install, it began exhibiting smoke blowback. He told us it was “not a huge concern” and left. Current Issues: Since that "repair," the stove will not stay lit and requires constant resets. We are fully aware the unit is old, but we expected professional service to keep it running safely as promised. Dangerous Advice: When I called on Jan 30th to report the worsening smoke, "Tina" told me to wrap the piping in aluminum heat tape. My research confirmed this is unsafe and NOT a recommended fix for pellet stove piping. Zero Follow-Through: I was promised a callback on Feb 2nd. It never happened. I had to call repeatedly on Feb 6th and 10th to get any response. Hostility: During a 13-minute call on Feb 10th, Tina was aggressive and dismissive. When I told her the stove wasn't depositing ash and required constant resets, she literally asked, "Well, what do you want me to do?" The "Disappearing" Appointment: I paid a $100 deposit for a Feb 20th appointment (8 AM – 9 AM). When I called at 10:16 AM today to see where the tech was, Tina claimed there were "no notes" for our residence and blamed a "system update"—despite having already taken my money. This company is highly unprofessional and dismissive of fire hazards. I am currently waiting 3–5 days for my refund and will be filing a formal complaint with the BBB. Save yourself the headache and the risk—go elsewhere.

Great staff. Very knowledgeable and friendly

Enchanted Fireplaces has a great selection of fireplaces and accessories, but what really sets them apart is their service after the sale. Anytime something needs an adjustment, a repair, or just routine maintenance, their team shows up quickly, professionally, and treats your home with real care. Neat, clean, respectful. It’s rare these days to find a company that stands behind their work the way Enchanted Fireplace does. Special thanks to, over the years, Tina, Casey, Skyler, and Pedro — knowledgeable, responsive, plain nice to work with. Highly recommend!

EDIT - they have been more helpful recently and I think (fingers crossed) we have our problem solved finally OLD - they installed my pellet stove 2 years ago and ive had a light smoky smell consistently with every use. We've brought them out and every time i get gaslit into thinking i must have been imagining something, until finally last time about 2 months ago the guy sees something in the back and tells me he sees the issue and they'll need 2 guys to come bring it out and fix whatever it is. Well after 2 months those guys came today and did not bring the stove out, spent about 45 minutes, said once again they see nothing wrong with it so they just sealed some thing a little more so they said they tried something. And once again i can not use my pellet stove this winter