Reviews
Unfortunately I think we were treated differently because we used the state voucher program and we’re going for some more ‘lower end’ finishes. They measured wrong, installed the wrong size, said they would fix it but aren’t returning our calls to arrange a time - maybe because we paid in full? Our fault for trusting their apparent kindness and their reputation as said by most reviews on here.
Alpine did an amazing job for us and our home. We love our new fireplace and use it frequently. Installers were very professional and perceptive. They discovered a minor mold issue in our wall while removing the old fireplace. They told us what they'd found, giving us the opportunity to have the problem resolved. It wasn't great news to get but Alpine did the right thing. We had the problem fixed and Alpine returned afterwards to finish the job. Would definitely use Alpine again.
Update: they came back and fixed absolutely everything. There’s no leaking and hopefully it stays that way. Thanks for making it right guys! Original: Writing this review with a heavy heart. We had a fireplace replaced due to a flood. The fireplace installation went perfectly fine, but the new fireplace required an upgrade in the flew duct. That all made sense. When the new flew was installed, the installers changed the cap on top of the chimney. Within the first rainstorm, we called to tell them it was leaking…straight through our whole house leaving little puddles on the first floor and the basement. And their response was great…or so we thought. Their installation manager seemed genuinely concerned said that they would send somebody to fix it, etc. They came and went while we weren’t home, and being generally, trusting, we assumed that they fixed it. There’s no way to see the top of our roof without a professional grade ladder. They seem really nice. I would’ve loved to write this company a five star review but for still having issues with their installation
Incredible customer service. We accidentally went to the wrong store as the phones transfer to another store. Yet Skip went above and beyond to help us out. He was truly an answer to prayers:-.
Fireplace has been broken for years and I finally decided to get on it. Skip was the man at helping me figure out what I needed. He was very transparent and let me know some options outside the company. Ultimately going through Alpine was the best option. He picked up the part personally since it would save me a drive. Very friendly and knowledgeable. He gave me his personal attention during the craziest time of the year for them. Couldn't speak more highly of Skip at this location.
They were the easiest contractors I dealt with, and it all started with Skip- he came out to our house and took measurement himself and had honest recommendation that fit our fireplace with a curve. He understood our needs and was honest with what was available, how much things were going to cost, etc. we are so happy with the final product and use our fireplace almost daily in this cold winter. I would recommend him to anyone considering gas fireplace!
I don't normally write reviews but I wanted to thank the owner for "Not" selling me a fireplace. He recommended another company that had direct replacements for the one I currently need to replace and saved me $1000 on installation. That is a high level of customer service and integrity you don't see much anymore. I would recommend Sandy Alpine Fireplaces because you can trust what they tell you.
We have great experience with Alpine, We had gas leak in the house from the joint connection between the fireplace and gas line behind the wall. first had two plumbing companies, one wanted to start making holes in the wall blindly and the other asked us to remove the whole fireplace with tile and wood work! Luckily, I talked to Skip from the Alpine and he was very thoughtful and asked Dan who is very knowledgeable and professional to check it out and he was able to fix the problem without holes or taking the fireplace out. Would recommend them very highly.
Skip was great to work with through the entire process of selecting, purchasing, & installing our Kozy Heat Chaska fireplace! We shopped around at multiple showrooms and companies, and skip and Alpine were the best. Even after the install he and the team have been great to resolve all questions and concerns.
I love my Alpine Fireplace but the 2 times that I have needed it fixed it takes 2 months to get a repairman to look at it. We had it fixed a couple of years ago and we had to wait 2 months and this year I called to get someone to look at it and I have to wait until January 4 2 months. They told me it was because of COVID. This is unacceptable. Had I known this I would have never bought one.
