We chose Napoleon to buy our gas fireplace insert (GI3600) and installation from because they are a local company, had the product we wanted and offered competitive prices.
Gas insert: Just after a month of it being installed and used less than 10 times, the paint on the insert ceiling was peeling off! When we got a hold of someone after many phone calls later, a service guy was booked and came out almost 2.5 weeks later. He told us that this paint peeling off is because there was too much paint applied when the product was made. Less than a month after this was sorted out we noticed more paint peeling off again (and the fireplace used about 5 times since it was “fixed”)! We are now waiting for another service call to deal with this. The quality of the product is lacking – we have friends who have had gas fireplaces for 20+ years and have never had this problem with paint peeling off!
Poor Customer Service: We waited a month for insert to be installed (initially we were told it would be done in two weeks). During this wait we were given vague explanations as to when it would be done (this is strange as the product is built locally). More frustrating was how long it often took to get a phone call back (if ever). Also we wanted our remote receiver to be hidden from view, which was not done on initial installation and this took over 10 phone calls and about 2 months before it was finally done.
When contacted by the store manager after all this, we were told that the delay in communication and service from Napoleon was because WE were calling the wrong departments! We would argue that any person we talk to at the main Napoleon number should be able to direct us to the correct department based on our concerns. Also we were given assurances that we would be called back from a particular department during our many phone calls.
In a follow-up email directly to the store manager where we expressed concerns with all the above, we never received a courtesy reply.
No, I would NOT recommend this business to a friend
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