Georgetown Fireplace & Patio — Local services in Georgetown

My wife and I went to GFP in September 2022 to discuss having a new fireplace insert put in our great room...September 16th to be exact. We ordered a gas insert that was in stock. We paid 50% at that time...no issues. We were told that install would take up to six weeks...again, no issues. First week of November we had not heard anything from the installer although the person who was happy to take our money in September had told us we would hear from the installer. I called the installer who acted as if this was the first time he had heard about the job. He came out, measured, assessed and told us he would not get to us before Thanksgiving but would get it installed before Christmas...he was close...he installed it on December 28...no issues. This review is not about the installer...he was awesome and did a great job.

Up to that point, we had heard NOTHING from GFP. Yet on the morning of December 27 we got an urgent call from GFP basically saying that if we didn't call them back and pay for the remainder of the product, they wouldn't release it to our installer. One call...on December 27th...to solicit more money...and to threaten to not release the product to the installer. Granted, we did owe the remainder of the money and that is not my complaint. My complaint is the fact that we never heard a peep from GFP for over 100 days. Then an urgent call to pay the remainder or the product wouldn't be released to the installer...it was a red flag to me.

GFP will be happy to take your money. What they won't do is keep you posted on your product or service timeline, coordinate with the installer or follow up after the job is complete. Nor will they call you back if you are dissatisfied with something. They are simply a cash or credit card pass-through.

If you are in the market for a fireplace, fire logs, gas insert, etc., just be aware of what you are getting into with Georgetown Fireplace & Patio. They are expensive, provide lackluster service and aren't really interested in entertaining feedback or complaints. Unfortunately they have somewhat of a monopoly on the area regarding their core products and services...and this level of service is what most likely leads to their poor to average...

GT fireplace was great but several months later- we still can’t get installer David black out here to finish the job. He lacked the proper ladder and marked up my brand spanking new gutters and created a leak in them by leaning his ladder against the gutters. I told him not to but he insisted he did it this way all the time. So my husband stepped in and told him to use our ladder with the appropriate stand-off bracket. He had no safety/ fall support. Again- we had to let him use ours. He argued with me, has made 11 appointments and no shows/ no call til end of day. We wasted our days waiting for nothing. He has made 5 trips out here so far. FIvE! And I sent him pictures of the limestone facedkey stone he would need to chisel. He forgot his tools. Wanted to charge me another $450 to make another trip. I have heard every excuse in the book from convenient Covid to a sore leg to tiredness. We had to loan him 5 tools. Every contractor should know h do not set a ladder against a gutter. The backside of house has no gutters I told him but he refused. We had to fabricate 2 parts for him for the top of chimney that he was supposed to provide. (The plate that holds the tube up top) and also he used no insulation so the face trim plate to fireplace is a huge draft. He knows it is going to rain tomorrow so it will be yet another cancelation. I should not have paid him the 2k in full. Now it’s like pulling teeth. I emailed Georgetown once and left 2 messages to no avail. I am about to sue them both. Their installer also asked my 61 yr old husband to do the top plate part because he himself...

I had the luck to have Michelle available to help me when going in to talk about replacing fireplaces. She was extremely helpful and honest in giving her answers in response to comparisons and features of fireplaces. I told her what was important to me in my selection and she took me to my choices. I never felt pressured to add on any bells or whistles. She spent over an hour with me explaining and answering lots of questions and then wrote up my order. I came up with other questions during her creating my order and she literally drew me pictures to show specifically what she was telling me with numbers, etc., for me to take with me. Everything she said in terms of length of time for arrival was accurate. Months later when I realized my first vision was not going to work in the remodeled room as I had hoped, she helped me over the phone with a metal mantel. She took time to call me and show me finishes on a Facetime call and walk around the showroom showing me what she had for examples so I didn't have to drive to Georgetown. Again, exactly what I asked answered honestly, and the mantel is perfect! When I went to pick it up, I looked at outdoor furniture. AGAIN, she seriously is incredibly knowledgeable about all the products they sell, always answers your questions, takes all the time you need with her, without ignoring others, even if you don't make a purchase. I highly recommend Georgetown Fireplace and especially Michelle as the person...