Builders Fireplace & Stone — Fireplace Store in Archdale, North Carolina

• Dixie Blackwell★★★★★
  2 years ago

  The entire staff at the company was professional, cooperative, and very helpful and friendly to work with in choosing and ordering our gas logs. We found the price of the logs was very reasonable and affordable. Rex Flynt and I love our new Empire Birch gas logs. When the order got mixed up, they did everything to correct the mistake. Now we have beautiful logs to enjoy. Thank you!

• Carole Zangari★☆☆☆☆
  6 months ago

  Use at your own risk. Our contractor hired them to install a gas fireplace in a new addition and working with this company was an exercise in frustration. We had many costly problems with them, including inaccurate information provided to the building contractor regarding the installation specifications for the unit we purchased, which required two sections of a brand-new stone fireplace to be ripped out and rebuilt. Other problems include repeated extensive delays, ordering the wrong elements, installing the wrong parts, and poor oversight/accountability. This resulted in failed inspections and created additional work for the stone mason and others. They also took a different fireplace out of commission for several weeks in Dec-Jan, despite telling us it would be offline for no more than a week. Their communication is extremely poor, with the exception of one employee (Diane), who is left to repeatedly apologize for their poor performance. If you are looking for a company with integrity, competence, and acceptable levels of customer service, I suggest that you keep looking.

• Rick Webb★☆☆☆☆
  11 months ago

  $5500 Napolin decent 42” direct vent fireplace . Have had installed two months and they cant seem to get this right . It can be ran for a hour and you can place your hand on glass or the firebox itself and barely feel any heat . Does not heat. Blower does not blow . Almost apears nothing but pilot lights lite . Your tech admitted it’s not right and didn’t know what to do. You need to hire a quality tech and installers or just sell the units . You are due to be here to service the unit the third time on 2/19/25. Depending on this outcome of this visit will determine my next decision of action . I have drove a 7 hour round trip to be here for this service call. I’m looking forward to this final service call .

• Alicia R★★★★☆
  11 months ago

  We bought a brand new house that builders had installed a fireplace in, so we were obligated to work with them to fire it up. Unfortunately only after a few days of use the fireplace had a part that went bad- not by our doing or theirs, just bad luck, and they made sure to make it right. They came out last minute to assess what happened, and I was always able to get in touch with a real person on the phone to help me or answer my questions. Everyone we worked with was very helpful and courteous. They always kept their appointments and they keep them within a 2 hour time frame, which is convenient. The reason I'm giving 4 stars is because we used it for 4 days before the part broke and unfortunately we waited a week for the part to be ordered, then another 3 weeks longer to get the service scheduled, only to find out the wrong part was ordered and we had to wait yet again for the right part and rearrange our schedules to try and be home for service which is a hassle. In the end it was fixed, Josh did a great job, and we are happy with the service.

• david stone★☆☆☆☆
  11 months ago

  This has to be the wrist customer service place in the country. Call them in Oct and got appointment Nov 27,2025 the day before thanksgiving. It’s Feb 20,2025 and still my logs don’t work. I asked for refund for service call because it’s not fixed still. 3 months later. This have to be the worst I have ever received in my life. If u want your gas logs to work don’t call them.

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