Georgetown Fireplace & Patio

My earlier reviews show what a frustration it was to get a reface for the fireplace in my new house. Those reviews are why I’m only giving 3 stars. BUT, I do want to say that I finally got to use my fireplace this year and was very pleased that the reface contained the smoke and fire as it should. It also looked great, and I’ve noticed a definite difference in the temperatures in that room during the year now that it’s cutting off that airflow.

I was welcomed as soon as I step foot inside the store. This is my first experience with having a gas fireplace in my new home and they walked me through the entire process. Got my gas logs and fire glass delivered/​installed the very next day by a wonderful guy, Randy. From beginning to end my entire experience was handled with complete professionalism and courtesy. I would recommend them to everyone. I will not hesitate to return there for my outdoor fire pit.

Just got off the phone with them.
To get a price on anything on the website or any prices the service person had to know my number name address and email contains the plus my builders name. I just wanted a price to compare. This sale technique is for businesses who want to harass or who do not have product that is good enough to sale on there own quality or professionalism. Not a company I will ever contact again. Looks nice but they don’t even sale one of the top 3 brands of wood bring fire places

I see a lot of the 1 star reviews complaining that no one helped out and the person had to ask for a sales rep. REALLY!!! I usually dread going to a furniture store because I absolutely hate being pestered and then followed by salesmen. I loved walking around, testing furniture out, and not being bothered by anyone. When it was time to ask questions we instantly found more than one person and found the salesperson to be pretty helpful.
We purchased a couch and two chairs for our patio. They are really great quality and the price we got could not be beat.
We also purchased glass doors for our fireplace, a raised tray, and reflective glass. They did a great job painting our current fireplace and installing everything. Looks really cool now.
I’d also like to mention that our set was delivered the next day.

Nobody bothered saying hello or saying someone would help us, we waited for 30 minutes, checked the whole showroom, saw interesting things and we couldn’t inquire because the staff didn’t lift a finger to approach us. If you want me to do your job for you, I might as well buy it online.
The reviews for this place look fabricated in regards to service.
TLDR: service sucks.

Seeing as how it’s been a little over half an hour since we arrived and no one has even so much as said hello, I thought maybe we could interrupt someone to see if we can borrow marshmallows to toast while we wait for acknowledgement. Can’t believe we drove out of our way to not even receive a «hello», «we’ll be with you when someone is available»… ANYTHING.
After a total of 40 minutes, I confronted an employee who told me what I was saying about our wait was not true. This is completely unprofessional and insulting. And it solidified our sneaking feeling that the service here is highly prejudice. That’s our take.

Very disappointing. When they sell you a gas insert and Logs, one of their selling points to me was that they will service it for you if anything ever goes wrong, even if I lived in Austin.
I’ve had this for over 10 years and it needed service. Either that, or I needed a whole new set, I didn’t know. When I called to make an appointment, they told me I had to do it online. I got online and explained what I needed and gave all the information I could about my gas fireplace, plus pictures.
They sent out a gentleman and he said he would have to order the part for it. A week went by and I thought I would call to check up on it and they had no record of him ordering any part for us.
The person I spoke with on the phone said they would call us back and let us know what was going on. They never called us back. I’m guessing that since we live in Austin that they don’t want to service us. I think they figure if they treat us bad enough we won’t want to do business with them. They were right. I don’t know why I’m so disappointed. I think it may be after all these years of living in Austin, somehow I thought the business in Georgetown had more integrity.
So, if you don’t live in Georgetown, I would be very careful about buying a product from Georgetown Fireplace, because if you need them, they are nowhere to be found.

I bought a VERY expensive gas fireplace from these folks awhile back and had them install it. I bought a new house and wanted to take it with me. I scheduled and paid for that service a couple weeks ago. They were due at my place at 10am… No show, no call. I finally called them and reminded them that I run a company and I can’t just take off work, my time is valuable too. Brad told me they would be there at 1:30, no show, no call. I’d like to add that they DO have my number and I told brad I had to go out of my way to meet him at the house. Still… a no show, no call.
Go figure, I paid him in full at the time I made the appointment. RUDE

Bought some gas logs today and they look amazing in our fireplace. Kellie was informative and very easy to work with in finding the best set for us.

Nice showroom — lots of pretties to see. Service technician Jerry was great, when I needed him to check out an older direct vent fireplace in a house we had purchased. He was thorough, polite and seemed to get the job done. 8 hours late, not so much. I don’t blame him, but it is very frustrating when you pay the service fee, and in less than a day, it quits working and they can’t send him back out for three weeks. Not particularly loving the attitude of the people who set appointments. If I could have just called Jerry directly, I would have.

I’d like to take my hat off to Gene & the service department. I didn’t buy my fireplace from them but had a gas insert in a house I just moved into that wasn’t working & after having a couple people look at it to no avail, was a bit stumped. I finally called these guys, and Gene was incredibly patient and detailed talking with me over the phone about the problem & we got it fixed in no time. If this is how they treat people who aren’t even customers yet I can’t imagine how good they are with someone who buys one of their products. Thanks again,