Plank Road Fireplace — Fireplace Store in Cicero, New York

• Ben Hagadorn★☆☆☆☆
  7 months ago

  BUYER BEWARE Short version: If you purchase a fireplace from Plank Road Fireplace be aware that you have a high chance of never receiving your order or getting your money back. Long version: In December of 2024 we were looking to purchase a gas fireplace for our camp. We had bought a fireplace from Plank Road Fireplace almost 20 years ago and had a great experience then, so we decided to buy from them again. We went to the store in late December and spoke with the salesperson and explained that we were interested in buying a fireplace but didn’t need it right away – the camp it was going in was still under construction. They said they could order the unit and hold it for us when it came in, and if we ordered it that day they could lock in the 2024 prices. My wife and I ordered the unit and put down $3200 that night. In February we still had not heard from Plank Road Fireplace, so we went there and asked if our unit was in. We were told that the bad winter weather had delayed shipments, but the unit should be in soon. March arrived with no word from Plank Road Fireplace, so we again went back to the store and inquired about our order. This time we were told that they were having issues with the distributor (something about the distributor having just been sold) and that the unit would be arriving in a week or so. At this point we began leaving messages with salespeople to have the owner, Mike, call us with an update. Mike never called. In early May we were ready for the fireplace to be installed at our camp, so we began calling them daily for any information. Most days they did not answer the phone. When we went to the store in person, sometimes they would be closed during normal business hours. One time when I arrived early to speak with someone, there was another individual already waiting at the door and he asked me if I was waiting for a fireplace I had ordered. When I said yes, he said that he was a contractor and was in the same boat – he had ordered thousands of dollars of equipment that had not been delivered yet. He said that he had called Plank Road Fireplace numerous times, had never spoken with anyone because nobody ever answered the phone, and had left many messages that had never been returned. We finally were able to speak with a salesperson around the second week of May. We were assured that Mike knew our situation and would be delivering the unit ASAP. Another week went by without any communication from Plank Road Fireplace, so we finally called it quits on the order: we told Plank Road Fireplace that we wanted our deposit back. The salesperson assured us that Mike knew we wanted a refund and that a check would be forthcoming. It is now late May of 2025… no check – ever. No phone call from Mike - ever. We eventually disputed the charge with our credit card company and received our money back that way. This is not the same company we dealt with 20 years ago. They had our deposit for 5 months without ever delivering a unit to us. In contrast, we purchased the exact same unit from a competitor in Baldwinsville and our fireplace was ready for pick up in 8 days. The entire 5-month experience with Plank Road Fireplace was nothing but a constant string of lies, unreturned messages, and extreme frustration. I will not ever be doing business with them again. I'd give this review negative stars if I could.

• Dominick Amato★☆☆☆☆
  7 months ago

  They use to be good. Not anymore. Service is terrible. They don't stand by their word and I believe they're going out of business so be aware . I can go on and on about the problems but won't but I only advise not to go there . I usually don't write reviews but they really suck.

• Rob S★☆☆☆☆
  2 years ago

  (If I could give zero stars I would) Recently bought a new house - Called this place for a cleaning and inspection.. the guy showed up (very nice) but had no idea what he was looking at (pretty standard gas log fireplace). And had to call the shop for help. I was told the unit was installed improperly and the damper was not in working order. And therefore I need a whole new unit and the cleaning isn’t necessary. I was charged $130 just to be told I need a new unit (roughly $2000) and not to use it. After doing a little digging of my own - I found out the damper was heat activated (NOT INSTALLED IMPROPERLY, and in working order). I called Plank Road to let them know, and was met with resistance and unprofessional behavior. -I stated I simply didn’t feel comfortable spending $130 for the misinformation I received (due to the guy not knowing what he was looking at). - they stated I needed a damper clamp for it to be safe (which was not told to me at time of “inspection”). They also told me that the damper needs to open all the way when the fireplace is on (which it does once heat hits it - but the inspector did not turn it on to see it working properly - because he immediately thought it wasn’t working). Oh, and the inspector called the store to talk to someone - and didn’t pass along the information I needed, instead insisting I need a whole new unit. Also, they were unwilling to refund me the $130 for the 1 hour “inspection”. So now I have a perfectly working fireplace and damper, I’ll buy a $8 damper clamp and be good.. thanks Plank road for taking me for $130.. And when it’s time to upgrade my fireplace - I for sure will go somewhere else.

• Lynnea Ginty★★★★★
  3 years ago

  I wasn't home at the time of service, but my husband texted me like 10 times how impressed he was with the job they were doing! He said the tech was so thorough in cleaning our gas fireplace out. We were having issues with the pilot constantly going out and it's all fixed! Highly recommend!

• Crystal McLean★★★★★
  2 years ago

  This was a tricky job, including taking out part of my wall to install a replacement propane fireplace. The guys were courteous and patient with the various issues, including staying a long time to troubleshoot issues with the pilot. They left my house clean and were awesome to work with. Thank you!!!

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