The following comments are all authentic emails or letters received by our customers. At Friendly Fires, we are genuinely interested in helping customers select the right product for their needs and ensuring that every installation goes smoothly. Should you wish to add your comment, please contact us.
Hi Amy, it’s been awhile since we last connected. Matt has finished the fireplace, it looks amazing we couldn’t be more pleased with the final product. Although it took a little longer than first planned it was well worth the wait. I can’t say enough of how pleased we are with having Matt do the stone work to finish the fireplace. It was truly a very exceptional experience working with Friendly Fires and Matt to say the very least. Thank you again for your help and most definitely recommending Matt he is a true craftsman in every sense !!!
Just wanted to let you know things are great with the new insert, we love it. thank you! and a shout out to the young fellas that installed it, super nice, polite and friendly.
Thanks again, Theresa M
Friendly fires was awesome to deal with! Gene listened and worked hard to source and fulfill my request. Then friendly fires went above and beyond to insure quick delivery, thank you all so much. I will definitely be in touch should I have any wood stove for fireplace need in the future!
Parry Sound, Ontario
Just a brief note to say thank you.
A week ago your service tech Kyle arrived and replaced our faulty auger motor. While here he also did a complete stove cleaning. We appreciated the professional manner in which Kyle went about his task. He is a knowledgeable person and we appreciated the manner in which he attended to our problem.
Again thank you.
A satisfied customer
Hi Alex and staff,
I wanted to personally thank you so much for the BBQ that you gave as a donation for our Charity Run for Lanark County Interval House ! It was a wonderful prize for the first prize winner, Kevin Wagorn.
We were able to raise $15,448.00 for this much needed charity. We had an increase in runners this year being that it is our 2nd year for the run and look forward to our 3rd annual run next Oct.13!
All of this is because of the tremendous support from companies like you !!
Good Morning Eric,
Dave and Mike did a great job installing the fireplace. They were very professional, neat and helpful. Thank them again for us.
Thanks again for everything – It has been a pleasure.
I will be in touch next year when we get our landscaping done and want to move for ward with the basement propane fireplace.
We are thrilled with our stove. The basement was toasty warm last night when we watched tv. Your service was top notch from beginning to end. Thank you. We will certainly recommend you to anyone we know who is in the market for a stove.
Russell and Jan were terrific! They are nice guys who worked steadily and unobtrusively and then, when the job was done, conscientiously cleaned up the work area.
They told me some information I needed to know when first building a fire in the new stove. I appreciated that, plus some other items they mentioned.
I commend you for sending such a great pair of men to install my wood stove. I do believe a raise is in order!
Thank you all for a job well done.
Thanks so much for your follow up call today. It was great to hear from you and this follow-up call is typical of the high quality of service that we have received from Friendly Fires.
The install went extremely well and I am attaching photos of the two inserts in place. Both my wife and I think they look terrific.
The Valor with its antique casting looks great in the living room and the Montigo with its sleek or more modern design looks very good in the family room.
You may notice from the picture that the Valor ended up coming with the red brick liner, however we’re quite pleased with how this looks and that’s not an issue in any way.
We did have an opportunity to try out both inserts during the cooler weather we had and they work extremely well even without using the blowers.
We remain extremely pleased with value and quality of these units.
The technicians who did the install did a great job. We did run into some challenges with installing the Montigo due to a brick ledge on the fireplace, however they responded extremely professionally to this challenge were able to carefully remove the brick ledge without damage to the remaining brick work and to achieve a very solid and excellent looking final installation.
I think it’s a true test of a technician’s workmanship when they encounter an unexpected situation and are able to resolve it so smoothly and to the customer’s satisfaction.
I can indicate that our propane supplier British Empire Fuels has been in and done a inspection of the installation and they commented positively on the excellent work and had no issues with approving a job well done.
I was also impressed with the preinstallation process of Friendly Fires having technicians come out and assess the challenges associated with the installation to make sure that the entire job went smoothly.
You have been terrific to deal with as a salesperson, answering all of my questions and providing excellent follow up. The preinspection technicians commented very positively on your knowledge and skill at estimating the needs for an installation and apparently found nothing you hadn’t anticipated..
Clearly Friendly Fires has a great team who are very dedicated to customer satisfaction.
In conclusion it has been a great experience dealing with Friendly Fires staff and I would have no hesitation in recommending
your company to friends and colleagues.
When I get a few minutes I do intend to do a post on your website with positive review.
Once again thank you for your excellent service, and I expect we’ll be in touch in about a year to arrange for an annual cleaning and servicing.
All my best.
Malcolm (Mac) MacFarlane
I just wanted to send a quick note to you to thank you, Shaun and the team for getting the fireplace insert completed for me.
I have appreciated everyone’s professionalism and diligence in getting the job done.
I am looking forward to many cosy nights ahead.
All the best for the weekend,
Last Friday, Steve and Dave came to our place to help solve a smoke problem we were having with the Stuv wood stove we bought from you last year and to deliver and install a fire table for us. They said they’d arrive at 10am and that’s exactly when they showed up! They were knowledgeable, professional, polite and courteous. I asked many questions and they were patient and helpful. When they left, the fire table was rockin’ and the Stuv wasn’t smoking us out of our house. But maybe best of all, there wasn’t a speck of mess anywhere. They were outstanding!!! Thank you for sending them to solve our problem.
Heather and Paul Sheehy
Barry’s Bay, ON
Finishing was done by Paul Hanzidiakou – beautiful!
I received our new BBQ promptly about noon today. The driver called ahead and I had a 45 minute window to be ready. They were very efficient and informed me of a few things. Now to read over my manual!
So I understand you now have a record and details of the BBQ I purchased on file and I just give a call
if the need arises?
Amy, Thanks again for taking the time to answer my questions and explain details of purchasing a BBQ.
Please share this with your group especially to Andrea and anyone else who came out last week.
Bob and I wanted to say thank you for coming out and fixing the chimney that was damaged during the winter. Great job and great customer service!!
Really appreciate everything that you have done!!
Michele and Bob
Dear Friendly Fires,
I now have a second Friendly Fires product and I feel compelled to write to you. Two (2) years ago we installed an insert from Enviro which keeps us warm all winter (and it’s awesome), but I am now the proud and thrilled customer of a new Napoleon Fire Table. In both cases, Friendly Fires has spent the time explaining the options, understanding my needs, and recommending a range of products that fit into my budget. This service is the reason why stores like Friendly Fires deserve to thrive, as they understand that customers want great service, great products, and great prices.
If only more stores weren’t like Friendly Fires!!!
Keep up the great work…and I will keep supporting locally owned and operated companies!!
We had our first fire last night in our Pacific Energy True North wood stove as outlined in the manual and had no problems. I must say I have been very pleased with your customer service. It is not often these days to be treated with the respect and quick service that we have experienced with your company. Kevin and his helper were hard working and did not waste any time on the job. So thank you. I would not hesitate to recommend you to any of our friends.
White Lake, ON
I purchased a pellet stove from Brad Leonard at Friendly Fires a few years ago. I have been so pleased with the stove and equally pleased with the service. On two occasions I spoke with a service associate and both times a simple solution was explained to me over the phone. In both instances, the service associate was completely right in his diagnosis and I was able to fix the problem myself rather than pay for a service call. I highly recommend this company without hesitation!
Thank you for checking in with me to see how everything is going – much appreciated! All is well with the stove – we’re delighted with it – and the gentlemen who installed it were expert, courteous, and considerate!
I will hold off on the pool solar heater for now, but will keep it in mind.
Thank you for your attention to us in the store as well – you were the reason we bought from Friendly Fires rather than your competitors!