Fire & Water

I've had two interactions with this company. First was a quote for a chimney installation where they never followed up and provided a quote. The second was for a complete set of outdoor entertainment appliances and fireplace (grill, shelving, refrigerator, gas fireplace, gas firepit, etc.). We reviewed a complete design and I was told I'd receive a quote in a day or two. I followed up even asking if I'd receive the quote soon and still received no reply. I'm a fan of supporting local businesses but I ended up ordering $22K of materials from an online vendor as they couldn't even be bothered to send me a quote.

We recently had a propane fireplace installed by Fire and Water. They helped with the design and did the installation. While there were some supply issues (that seems to be our world for a while now) we were in contact with Marcus on a regular basis getting the status. The crew that came to the house to do the installation was very professional and did an outstanding job. In today's environment it sometimes takes a while to complete projects but if you find a great contractor and have some patience you can get a great product.

Contacted them first of May to have them look at my Artisan Grill as to why it would not maintain controlled Heat, technician came out troubleshot the grill and identify that the control knob regulator was not working properly. He said he was going to go get it ordered and then contact me for installation 2 weeks went by I contacted them, they went and spoke to the technician he said that he I was waiting on a part number from the manufacturer. Waiting for a call back after 2 weeks called them back to check on it and I was told that the part would be in the following week and they would reach out to schedule an installation time and date That was on the 23rd of May and it is currently June 18th, make contact with him again about the regulator and just told them that I would pick up the part and install it myself Apparently the part was a backward part and the technician said they could not order it, I have no idea why I was not contacted to let me know that but a quick Google search with a part number and I can order it and have it here in 2 days I'm not sure why contact wasn't made with the customer is a good business practice to ensure proper communication. But now I understand why the rating is so low and it's too bad they're one of the few places in town that you can go to for these types of Parts and Equipment

EXCEPTIONAL service!!! We had a service and cleaning performed on our gas fireplace. It had been some time since servicing and needing a good look over to ensure everything was in proper working order. Francisco arrived promptly as scheduled, was incredibly polite, professional, and educational. He brought his own floor coverings and was very diligent about protecting working surfaces. Would recommend him as a service technician to anyone! 10/10

Fatmir did an outstanding job! Our gas fireplace wouldn't light and there was a draft coming into our house. Fire & Water were very friendly when I called and made an appointment for me. When Fatmir came he was very friendly, patient, professional, and helpful! He quickly fixed our problems and even took the time to explain what was wrong, show us how to work everything, and answer all of our questions! We will definitely call them again in the future!

We recently had Franky service our fireplace. He was excellent. He explained what he was doing, and kept his work area exceptionally clean. He is an outstanding employee for you to be lucky to have! We feel lucky that we got him. He was polite, respectful and knew exactly what he was he was doing. I will ask for him next time when we need a tune up with the fireplace.

Harry came to our house to clean and get our fireplace going this fall after we moved into this home. He was friendly, professional and explained everything that I asked and showed me how the system works. He left the fireplace looking brand new. Well worth the money. I have had Fire and Water service our fireplace at our previous home and they did a great job then. Very professional company. You get what you pay for!

We recently had Fire and Water install a pellet stove. I want to start by saying that the installers were great; professional, timely, careful and made sure the unit was working and quiet before leaving. However, the pellet stove what we originally talked with them about, we wanted a new mantle, but after being lied to, mislead and ignored through the process, we still do not have a new mantle. Greg came to our house to give an estimate on 2 fireplaces, and convinced us (untruthfully) that our chimneys were unlined and unsafe and we were eligible for a $2000 rebate if we ordered the new unit by the end of the year. Thus creating a fear and urgency that were not real. Most of what he told us turned out to be outright lies. Then when we repeatedly brought up the new mantle, Marcus, from the office, didn’t return our calls and outright ignored us. When we wanted to put the order on hold or cancel to work the work order through, we were told, for the first time, that it was non refundable. This was not disclosed to us at the time of order. So we didn’t order the mantle because we wanted just to end our relationship with this shoddy and dishonest business. Ironically, we were interested in a second unit and 2 new mantles and because of their actions, they missed out on future sales upward to over $15K. Please do not trust this business. If you know exactly what you want, then definitely use their installation crew. But do not trust the owner Greg or his son Marcus. They are dishonest, misleading, and untrustworthy.

I called initially to repair my natural gas fire place, it turned into an expensive cleaning and diagnostic. For the amount this company charges, you would believe the service is A+. This particular company cancelled my 2 scheduled appointments for the same reason both times, someone had called in sick. On top of all that, when they did try and call me to inform me someone had called in sick, and can't keep appt. I was called at 7am, unfortunately, I am a retired disabled veteran, and not up before 8 am. I will finish by adding they replaced a thermocouple with a new and didn't need replaced. I was told the after the fact the problem is a gas valve. This company charges $150.00 more for parts and a separate charge for labor. I gave them $100 deposit to replace the part, and later felt my hands are tied. Their customer service by one representative was horrible, and rude, hopefully you don't get that rep.

We moved into our "new to us" 20 yr old home and needed to have the gas fireplace cleaned and serviced. The technician, Frankie, was on time. He was polite and informative. He was thorough in his cleaning and service of the unit. The service and some mileage was south of $300. The flames are larger and the embers are actually visible. We're very happy with the results.

Just want to start by saying that the installers of our new pellet stove were fabulous. Professional, timely, efficient, clean and capable. They took extra time to make sure the stove was installed correctly and worked efficiently and quietly. They are the only reason this review has 2 stars. The owners of the business on the other hand are dishonest, misleading, incompetent and our whole experience with them was a journey of frustration and anger. To start, we went into Fire and Water wanting a new mantle for our living room fireplace that had a wood burning stove insert already. Greg, the owner made an appointment to come and see that unit and one we had downstairs to give us a quote. During that visit, he convinced us that our existing unit was unsafe (lie), that our chimney was unlined (lie), that if we had a fire the insurance company would not cover it (lie), and that if we rushed our order that we would be eligible for a $2000 tax rebate on the 2023 taxes (lie). He convinced us that we needed a pellet stove for our upstairs unit or we would not be up to code when we tried to sell the house (misleading and a lie). This was the end of December and he convinced us if we rushed the order and got it in before the end of the year, we could get the tax break in 2023 (lie). When we got to Fire and Water, we spoke with his son Marcus who told us because their computers were down and had been for days, he would have to hand write the quote, and left off the mantle. He said he would be back in contact and NEVER called us back. The only time we spoke to anyone at Fire and Water was when we had to take time out of our schedules and go into the store and then it was never to talk to Marcus again. The mantle discussion was continuously dropped. When we were finally coming up to the time that our unit would come in, we went back into the store to talk about the mantle one more time. I was extremely frustrated by the time as we realized that 90% of what Greg told me was a LIE and we wanted to put the entire project on hold, only to be told at that time that our order was non-refundable (we were not informed of this at the time we put the order in, or we would have waited). Yet, they conversation about the mantle still hadn't happened, and we were were now just going to go ahead with the pellet stove and get done with these dishonest, incompetent imbeciles. When we asked to talk with Greg, we were told "I am not talking with those people." So the owner was too much of a coward to have a earnest conversation with a client. The irony of the situation was that we went into the conversation with wanting 2 units and 2 new mantles. Now we will NEVER being doing business with these people again, and they have lost at least $15K of additional work with us and more with the people we tell about our experience and convince to not work with them either. Please save yourselves the frustration of working with Fire and Water. Unless you know exactly what you want and can use their highly competent installers, don't trust anything anyone tells you in the store. I think they are not capable of telling the truth.

We had an outdoor bbq area done it turned out great Paco and his helper showed up on time and got the job done in a very timely manner. We where impressed with the quality and the clean up too. We would use fire and water again. Mark & Diane Tudor. We are from RICHLAND Wa

Fire and Water has serviced my gas fireplace since they installed it over 20 years ago. Each year they come out and clean it and turn on the pilot light. This year I had some trouble with my propane supply and they checked it and came out twice to relight it. They are so helpful!!

We chose Fire&Water to purchase our gas stove and have it installed. They have had our $4000 since the first week of Sept, but no stove has been installed.. We didn't even know that the stove had arrived until a week after it came in. I had to physically go into the store to find out because they won't tell you anything via phone. They scheduled an appt to install but the night before they were supposed to come out, WE had to call THEM to get a time. Now they say they're not coming out to install it and don't know when they will. We've had our family room torn up for almost 2 months waiting for this place to make good on their promises.

Fire and Water did our "annual" (once every 3 or 4 years) gas fireplace checkup and cleaning today. Scheduling was easy and the Technician, Riad, was right on time. Riad asked if it would be OK to spray paint the enclosure area of the fireplace - he explained that some customers did not like the temporary paint spray odor. Throughout the process of checking, cleaning and painting, Riad was friendly, efficient, and professional. He left our 15+ year old fireplace looking like new! This was indeed a most memorable and very affordable experience!!!

I will never spend a dime at Fire and Water and the owner was one of the rudest individual business owner I have dealt with in the tri cities. He made rude comments about equipment installed in my home, he was misinformed about why he was called to my home, and he gave me false information about installing new equipment. I will never recommend this place to anyone!! If I were you, I'd shop around. Don't deal with the a-hole!! Do some research, after asking around I have heard this point of view from multiple people as well as contractors!

This company lacks in customer service skills. If you need your pellet stove repaired or maintenance done on it, you might as well look up a YouTube video on how to do it yourselves. They won't schedule you when you call, or they take your number and never return calls. There almost like the United States Postal service; slow and unreliable.

The owner Alex is not customer oriented, he can be quite unfriendly and even rude walking away when your *trying to talk with him. There are many heating and AC companies in the TC who service and clean stoves so you really don't need Fand W like we used to when his Dad ran the business.

Fire and Water, I take this time to write about my experience with FIRE and WATER. Having visited their store and set up an appointment for professional council regarding my two misbehaving propane gas fireplace inserts, the store owner promptly showed up. Neither of my fireplaces were running well, as in, flame turning on and off and very intermittent behaviour to say the least. After a 90 minute visit which included much dialogue with the owner of FIRE and WATER it was made clear that I was in need of new inserts, new flue stacks, and also a change out of the marble facia decoration because it would suffer damage while removing the old unit. I agreed to have the owner/salesman give me a bid for the replacement of both units. This was approximately the first week of December/20. I was told that I would hear from him after Christmas or possibly after the New Year. By mid January I heard nothing! I called the facility and spoke to two associates regarding my bid. The 2nd associate to whom I spoke with assured me that I would receive an email with a bid by that afternoon or the next day. NOTHING to date, 02/13/21. This is not my idea of customer service! It has now been 75 days since I made contact. If there has been an illness or some form of emergency with the owner or the company in general I could graciously excuse the negligence. Due to the fact that two attempts on my part to do business with FIRE and WATER have been cast aside I can only rate this company with 1star. The owner was knowledgable and friendly, so I hope that nothing has come of his health for that would be sad. However, letting me know why there has been no service would have been all it would have taken to assure me of their professionalism. As for this less than (poor) experience with their service, I give them a thumbs down. Nick Petrilli Kennewick Given the Cov-19 dilemna, I do hope that nothing became of the owners health!

Excellent service with a smile! I set up an appt. for service on my gas fireplace. As we had just moved here, we had no idea when it was last serviced. We had problems with the flames going out periodically, and the flames were so small you could not see much of them. The service technician knew his stuff! My logs we incorrectly positioned, hiding most of the flames. He adjusted the flame, made "embers" that glow when the flame comes on. Painted some spots here and there, vacumn, cleaned everything . My fireplace looks brand new and works perfectly!!

Though they profess to be "open" on Saturdays, just be aware that their service technician is off on weekends and takes the service van home with him...along with all of their service parts! Not a very customer-friendly business in that respect. I will take my business elsewhere

What a gem of a place. Went with my brother who wanted to buy a fireplace. Found the fireplace that he wanted and we waited around for help while the guy (employee or owner who knows) chatted it up with a couple (also customers). Which was fine because being a small business with a few stores, I can completely appreciate the fact that it is hard to provide quick service if there are two customers and only one staff member. BUT how about a "hi! I will be right with you after I help these folks" or just a simple nod acknowledging our presence. Nothing... we waiting a few minutes beyond what I consider acceptable and finally as I stood at the counter looking at this gem of a person he had no choice but to ask (without any greeting let alone apology of any sort) "is there something I can help you with?" and we told him we were interested in purchasing a fireplace... before we could even complete a sentence the gentlemen told us to "go online and find information" when my brother asked you have a website what is the address or can you give information as to what the model number is he again cut in firmly this time "I don't know... just google it!!" We thanked the gentlemen and walked out. What a joke.

Fire and Water recently built us a custom fire pit. They took the time to match our existing backyard barbecue setup and everything was perfect. Alex took the time to understand my needs and Paco built and installed the unit perfectly. Great people to work with. I'd recommend them to anyone!

Our experience from start to finish was great. After consulting with the owner about our situation and the set up we had, we picked out the woodstove we wanted. Knowledgeable and helpful are an understatement in describing the service we received just on that first visit. Installation and construction were well done. In fact, I would consider these guys to be craftsmen. Their work is top-notch. Their pride and attention to detail is something you don't very often see. What a surprise to have a contractor that does excellent work, on time and on budget - without any attitude.

Our new outdoor kitchen far exceeds anything we could have imagined. Paco and Manuel were the 2 that arrived each day from Fire and Water to create our new kitchen. They were extreme gentlemen while working at our house. They worked very hard and long days. They are truly artists!

Every year at this time I have Fire and Water tech come and clean my gas fireplace and make sure it is ready for winter. I have had the same wonderful tech for five years now and he is great! He is on time, efficient, happy, and very helpful! I recommend them highly!

Bought an electric fireplace here, got great service and loved the item.

DO NOT go with these ppl my dads Pallet stove broke down they sent someone to come and look at it, he said it was the igniter then it took them a month to send the other person that day they told me they had 3 openings so I said 1 would be fine then 30 mins later they called me dad and said they had other emergencies and couldn't come down so they had to reschedule until the following week, ooo and its 25 degrees outside I guess my dad wasn't a emergencies and had to wait a month, well that day came and guess what they guys were 3 hours late I called the employee said he didn't know why they are were late and to top it off they couldn't fix the pellet stove. So then my dad called and said what now they said they were going to send another person that should be able to fix it, but was out sick. Well I called and said that we shouldn't have to pay for them driving out they said the second guys that came out would fix the problem, she was so rude like very rude saying well do you want it fixed or not, well it should of been fixed the first time don't you think. She said we had to pay all the bills even though they couldn't fix it after they said they were able to fix it YEA PISSED customer don't waste your time bad customer service.