Alpine Fireplaces

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This company provides poor customer service! We have an issue with our Alpine Gas Fireplace and need the ignition switch replaced. They cannot come out to service us for 6 weeks!! We would not have gone with Alpine if we knew their customer service is so poor!

We are extremely discouraged with the Empire fireplace that was installed in our brand new home. It appears to be a lemon. We wonder if the installer even bothered to check the fireplace to make sure it was in working order. The following summarizes our experience, which began in July 2014. It is now December and we still do not have a working fireplace.

1. There was a gas leak. The service representative came and said it needed a new part. I still smelled gas while we waited several days for the new part to be replaced. When he returned there was indeed another leak. The representative fixed that and replaced the part.

2. I noticed that none of the features on the remote control worked - no change in flame height, no lights, and no fan. He returned and discovered it needed another part

3. He came once more to put in the part and told me that there is no rear flame, no light and only a slight change in flame height.

4. The fireplace worked for 4 days (without adjustment in flame height, or lights). It quit working completely and we could not get it to function at all. We replaced the batteries in the remote, but still could not get it to work.

. We don’t understand how a brand new device could have this many issues. We also feel that the remote could be the problem. We are thinking it might be best to forgo the extra options and just use the on/off switch on the wall. We have had the representatives from the fireplace company coming back since the day we moved in (July 9th) and it is now December 4th. As you can see, we have hung in there with this problem for months, because it takes quite some time to get the technician back here because he is the only service technician at Alpine Fireplaces in Boise.

I would think twice before buying an Empire brand fireplace. We have a Lennox in another part of our house and it has worked well from the beginning.

I'm not sure why these other people had a bad experience but I got a good price and a great fireplace from these guys. I'd recommend them!

I'd have to agree with the other ratings on Customer Service. Alpine Fireplace was recommended to me by several friends of mine in Utah and Montana, they had nothing but great things to say about Alpine. I'm sorry, but I just didn't see that in the Meridian office; it almost seems as though they didn't want my business. They didn't provide the quotes by the promised day, I had to call them back to get them. The reason I was given was that they were just "too busy" to get my quotes to me. They also never bothered with their promised "follow ups" to the quotes. Very, very poor Customer Service.



After never hearing back from them, I opted for another company even though Alpine carried the particular fireplace I wanted. The fireplace I had installed was my second choice but also one that Alpine carried; however Alpine was $650 MORE expensive than the next closest quote for an apples to apples installation.



Very high pricing and poor Customer Service simply are not what I was expecting from Alpine based on the recommendations I received on them. Hopefully Alpine's home office can take a look at what's going wrong at the Meridian office, I've never had a company not want cash business during what is traditionally not their peak season.

Very disappointed in the lack of customer service "after" the sale. Sales guy never returned my calls, and had to track him down. When the product arrived the installers looked like teenagers. I was concerned. After a while I had a problem with the unit and left a message at the store describing the problem. Surprise NO returned call. If you are in the market keep this in mind. Apparently this group has not figured out how to take care of their customers. I would encourage going somewhere else where customer service is a priority. After all when you need help it is nice to know that the store you purchased from is there for you.