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.
Greetings from two of your very satisfied customers who are currently sitting in front of one of your Friendly Fires (Enviro Westport) in a clifftop cottage overlooking Lake Ontario.
When we decided to replace our airtight wood stove with a propane unit, we took time to do our homework. We visited four dealers: in Bowmanville, Newcastle, Peterborough and finally … Friendly Fires.
We were greeted there by Ms Hayley Doyle and in the course of our interview, were given far more specific and useful information about models suitable for our installation than we had received at all the other locations put together. Pros and cons were discussed and costs clearly presented. Range of stock was impressive.
Subsequently your Jeff your installer did an efficient survey of our cottage (which had some installation quirks to solve). His solution was excellent … in practicality and for best appearance. The actual installation (which included a cheerful removal of the heavy old stove) … was carried out with old-style professionalism and courtesy by Jeffrey and Bobby. A follow-up call from Hayley was appreciated.
From the moment we strolled into your Hwy 7 store we were impressed with the stock you have and with the friendly professionalism and expertise of the staff who worked with us. We have a long experience of home-owning in Toronto and cottaging at Bond Head, so we recognize and appreciate good service. Four stars for Friendly Fires!
Letter dated Sept 29/10
PS: You are welcome to post this with your website reviews
We have owned our Valour fireplace for approximately 4 years and were surprised when we recovered the total cost for the unit in under 2 years in heat cost reduction. Our heating bill is now about half of what it used to be. In addition to this we find that our living space is warmer than it was previous to the installation. We live in a large historic home that is 3800 square heat and find that spot heating where we need it makes sense both from both a cost and environmental perspective. We had an EnerGuide home audit and were told that short of replacing our boiler that there was no way to significantly reduce our heating costs. I did extensive research on our options and quickly found that Valour had one of the highest EnerGuide ratings plus the design elements to accurately fit into our historically designated home. We proved the experts wrong and are thrilled with the comfort as well as the cost savings. The best part is that the fireplace is simply gorgeous! Our recently installed unit was virtually identical to the old 168 year old coal fireplace we removed. We highly recommend the Valour for anyone who is considering a gas fireplace.
Tuesday, September 07, 2010 6:55 PM
Thank you for a great job. Pleasure working with your crew. Please give my compliments to your staff I will definitely keep u in mind. Kindest regards, Rick.
ServiceMaster of Durham
Saturday, September 11, 2010 12:02 PM
The guys were great – actually, I wasn’t there except for the first few minutes, but they left everything spotless.
Fri 9/17/2010 3:12 PM
Just a short note of appreciation for the manner in which you resonded to our questions re the availability of fireplace doors on Saturday afternoon. Normally, one might expect an unwelcome hard sell for something we have no interest in. That didn’t happen. You seemed genuinely interested in making us happy whether that meant buying new doors at $1,000 or more or just fixing up our old ones for a lot less money. That kind of approach is all too rare, but greatly appreciated and makes one want to return and do business with you. Once again, thanks.
Joy and George Smith
Monday, August 30, 2010 11:47 AM
I just wanted to say a special thank you to you and your staff. Everyone was very helpful and very informative. Peter just loves his new BBQ. Thank you for everything.
Just wanted to say again how pleased we are with the stove now that you and the team at Friendly Fires have made the changes. You and everyone we dealt with were friendly and knowledgeable and went out of their way to be sure we were happy with the product, even though the problem we had was a design issue with Hartland. The service provided was excellent and we have advised all our friends to come to you if they are interested in getting any kind of stove or fireplace. I know that we will definitely be coming to see you when our basement is finished and we are ready to install a fireplace here at home.
Thanks again. It was a pleasure doing business with someone who still believes in excellent customer service.
Bette & Ron Williamson
Port Perry, Ont
Thursday, July 22, 2010 3:58:37 PM
We now have a real (box) postal address here… And yes, we have indeed recommended you and FF to our relatives and friends.
Thanks and best, Mark
Thu 7/15/2010 7:04 AM
Your guys did a great job. I wasn’t at home when they came Friday for the install. Sue said that they were extemly nice guys. Looks to me like John on the pad and the other guys on the install did an excellent job and did a very thorough cleanup. Congratulations. I will take a pic and send it to you.
Sat 5/29/2010 12:27 PM
A very belated note of thanks for the fantastic work you all did to help us with our incredible fireplace & cozy wood stove (it has been burning all winter!) You all did an amazing job! We are absolutely thrilled with the end result. You all worked so well as a team and always showed diligent and conscientious attitudes and positive cheerfullness, despite the daunting task and the rugged climb!! We appreciate everything, and have been highly recommending you to many 🙂
All the best.
Jill & Bob Trennum
Everything was completed late yesterday and the guys did a fantastic job. Everything is working well and installation first rate. The BBQ is perfect and thanks for the accessories.
Thanks again for the great service!
Wednesday, March 17, 2010 9:34 AM
Congratulations on your new location in Cobourg. The store is very impressive and a great addition to the downtown business area. Recently we purchased a Dimplex electric fireplace and had the pleasure of meeting store manager Dean Larabie. He was very personable and professional during our transaction and even came to our house personally to correct an options delivery mix up that occured mainly due to the confusing and somewhat outdated Dimplex website. This home visit was after store hours and I suspect on his own time. He is a man of his word when he says … “I will make this right”. We were so impressed that today we returned to the store and purchased a new BBQ.
Again, congratulations on opening an impressive store with a manager to match. We will gladly be spreading the word in Cobourg that Friendly Fires is a good place to do business.
Madeleine & Roy Smith
Friday, February 19, 2010 10:47:37 AM
I just wanted to thank you and your staff for helping look after my mother’s concerns regarding her gas stove. She was really impressed with the level service and our only regret was why we didn’t contact you in the first place! You were patient, understanding and didn’t look at this as an opportunity to make a sale. Your service rep was knowledgeable, friendly and respectful …… great customer service!
Thanks again ….. we’re definitely keeping your name and number for any future needs and will pass along our experience.
Wednesday, February 03, 2010 8:51 AM
I don’t know if you have been by the house to see John’s work on the fireplace, but it is incredible. It is absolutely the prettiest fireplace I have ever seen and I want to just stand there and look at it. It has a very soothing look and he was able to incorporate the kids’ stone collection from Newfoundland. Thank you so much for suggesting the idea. It is very fresh looking and that is the look we are going for in the rest of the house as well.
February 9, 2010 11:23 AM
First off I would like to say that I really enjoyed working with you and the staff at Friendly Fires – your service has been more than exceptional – great work – the guys were great and the job went smoothly with the exception I couldn’t finish the job last week because the customer changed the hearth and key stone selection.
Monday, February 15, 2010 8:31:17 PM
I really don’t know where to begin when it comes to Ray. The man is a genius, an artist, a craftsman and a real nice guy too! So few times do things turn out better than you even hoped or imagined. Ray’s workmanship is second to none. We are so grateful to you for putting us together with him. I will be happy to send you some photos when the fireplace is completed or better still come on up and see it for yourself and stay for a drink now that we have a place to throw the empty glasses!
Saturday, January 30, 2010 8:55 AM
Things are great! The stove is no longer “whistling” it seems that the new adapter is seated much better and the black paint is a bonus too. We tried the blower and it seems great too. Thank you for your patience in this entire transaction: from SNAP to whistles, blowers, WETT certificates, not to mention all the excellent smoker related products and tips. Jason, you (and the rest of the Friendly Fires team) have exceded our expectations for overall customer service and embodied the “patiently working WITH the customer” doctrine to a level that is certainly the exception and not the rule. Thanks too, for the diligent follow-up you provided at every step of this pleasant transaction. We will be sure to recognize you as an individual and also Friendly Fires in general when prompted by family, friends and colleagues that request recommendations for any products and services you guys provide.
Sincerely, Ryan and Kirsty Hill
Tue, 8 Dec 2009 7:11 PM
What a fantastic creation! Thanks to John for his vision and skill. We enjoyed working with everyone at Friendly Fires. You are welcome to use the before and after photos. We are replacing the flooring asap and will send you a completed after photo later.
Thursday, September 03, 2009 9:17 AM
We’re very pleased with the stove thus far, and commend your two installers who were very professional, and diligent with the stove installation. My wife is picking out some 2″ border tiles for tile hearth surround, that will meet our clearance requirements with the final location of the stove. We’ll send you a picture to confirm that the work’s been done to finalize our WETT certificate. Thank your crew again for us, great job!
Wednesday, September 02, 2009 12:09 AM
Just wanted to thank you and the team at Friendly Fires for the recent experience purchasing our new propane stove. Everyone was knowledgeable, friendly and most efficient making the experience for us enjoyable. Having the new stove in for the long weekend was a treat given the weather.
Looking forward to many toasty evenings at out cottage.
Thanks so much,
Susan and Paul Wiggins
Wednesday, May 20, 2009 9:46 AM