Gem Stove and Fireplace Co — Local services in Town of Cairo

Brought up a woodstove door with broken glass to be fixed. Was told no big deal can order glass from Germany and cut to fit, 1 week tops... a month later door still wasn't finished, and story changed. He can't put glass in door and proceeded to tell me the stove is over 40years old I need to update and buy another stove. When I asked why he let us go a month without letting us know he couldn't do the job his response,"not my fault I lost the tag with your contact info"... he then sent the door home with no glass what so ever stating he tried 2 different pieces of glass in it. When I went back to get broken glass, slight break on corner, still stops 95%of draft although obv not operational, he informs me that he never ordered any glass for that door and that he threw away my broken glass, which happened to be stood up against his back wall in workstation. For a veteran he has no pride in his work, or ambition to fix anything "old", or organization. His reputation speaks loud for him but this incident tells me he's done fixing things and just wants to be a salesman. So if you're looking for a new stove or perhaps pellets would still say he's your guy, but if you need something fixed, "just buy another stove"... or find...

I don't write many google reviews - but I wanted to go out of my way to thank Kyle and recommend Gem. I'm customer and I just walked in purchase a wood burning stove last fall. With production backlogs, we were able to schedule for later winter. There was a manufacturing delay with the stove we ordered and Kyle gave me other options to keep my timeline. His guys came out to install and then came back to customize the install to my fireplace. All was easy and seamless - they're really communicative. This summer we had it cleaned and needed some help with leveling the stove after that. Since their installers are booked for months, Kyle personally came out to look and then had his uncle come make the fix a couple days later. With a small business, you can't expect everything to be fast or flawless - stuff happens. But the key is how the business owner responses, their willingness to resolve and their professionalism. I'd give them top marks on all three. There were a few things that other companies would have just bailed on, but Kyle holds himself to a high standard and it shows. I'm really glad I bought from Gem and would highly...

If you are seeking to purchase a stove from a company with good customer service, don't count on Gem Stoves for anything other than aggravation.

I paid Gem Stoves approximately $6,000 for a wood stove and installation. The first time I attempted to use this stove the damper wouldn't work. When I called to schedule a service appointment I was told they would call me back. The next day, I called again and was informed that they were too busy to schedule an appointment.

When I informed them of how "ridiculous" this was for a brand new stove that wouldn't operate, the dysfunctional manager told me they didn't need my business and hung up the phone. After I called again to correct this boy's manners, the installer Tom, without knowing the actual facts of what transpired, sent me a profanity-laced text.

After several weeks of waiting for an apology that was never forthcoming, I decided to write this review. For obvious reasons, Gem Stoves is not a company I would recommend unless you are seeking aggravation.

Maynard...