Santa Cruz Fireplace and Hot Tub — Attraction in Santa Cruz

We purchased a hot tub from them and love it, so we went back and purchased a gas fire place from them. The stove made it thru the winter and then went out. They came out and fixed it, but when I turned it on a few hours later to check it, it was not working - this happened a few times. Luckily it was summer and we didn't need to use the fireplace. This became a mystery project for them. At one time they had 3 of their people here all trying to figure it out. They even brought the factory rep out who got it working and just as he was leaving we heard a puff sound - the pilot went out and he started all over again working on it. They came out so many times and never complained. If we had bought this off the internet it would have been a nightmare for us. Their service was above and beyond and in the end they replaced the fireplace with a new one, which they had offered us earlier. When I went to go buy hot tub supplies from them, I saw they fixed the original one and now use it...

Update: Had a maintenance visit yesterday and Miguel replaced a switch that had needed changing out and made my fireplace look better than ever! And such a pleasant guy! So happy to continue to recommend this business! They recently moved to Water Street and I was very impressed with their new showroom and selection! I highly Santa Cruz Fireplace and Hot Tub! They replaced my wood stove with a propane fireplace-- one of the best home improvents I've ever made! Then Chris,the owner came out today to do the yearly maintenance on my Travis insert, and it looks like a fire in a wood burning fireplace and has had me cozy warm all evening. Now I have warmth, ambiance and no more smoky house and neighborhood! I am so happy with my beautiful gas fireplace and Chris'...

We purchased a $5500+ pellet stove in Oct 2023 that was installed by a 3rd party recommended by SCFHT. It did not work upon installation and has never worked properly since. We also have not received the remote control or wall thermostat. SCFHT has been NO HELP in helping to resolve the problems. They say they will have someone call us but we hear nothing. Calls to the installer are fruitless, says he only installs. We ask to speak to owner (Chris?) but are told he is too busy. I comprehend that SCFHT does not do service but I expect a product they sell to work - what they sold me does not! Beware of doing business with them. If you get a defective product, you're on your own. SCFHT will take your money but will be no...