Ember Fireplaces

Extremely Disappointing Experience I would not recommend Ember Fireplaces based on my experience. We placed our order over four months ago and have received virtually no proactive communication regarding our shipment. The most frustrating part has been dealing with customer service. Every time I reached out to Marta for an update, I was told the fireplace would arrive “next week.” This happened four weeks in a row, and each promised delivery date came and went with no shipment and no explanation. Now we’ve been given yet another estimated delivery date, but there is still no tracking information or evidence that the order has actually shipped. At this point, it’s difficult to have confidence that the latest promise will be any different from the previous ones. Delays can happen, but repeatedly providing inaccurate delivery timelines instead of honest updates is unacceptable. If there are manufacturing or supply chain issues, customers deserve transparency—not repeated assurances that never materialize. If you’re considering purchasing from Ember Fireplaces, be prepared for potentially long delays and inconsistent communication. My experience has been frustrating and has fallen well short of the level of service I expected for such a significant purchase.

We signed a $45k contract for three fireplaces. Funds were collected, and not even the installation of pipes completed. Appointments were constantly cancelled and reset, impossible to work with. When I suggested to take off money from contract for constantly canceling appointments and stalling the work of other trades, ember fireplaces gave me a simple advice: go find someone else to finish the work. Stay away from this company , not trustworthy . They up sell and do not deliver.

There are a few things you want when shopping for a fireplace. 1) Knowledgeable Sales people 2) Great Price 3) Great service during and post purchase. With that said, Ember Fireplace was all those things and more. 1) Knowledgeable sales People - Keith and Martha are like no other. Ember fireplace was the 7th place we visited (because my husband is the type of person that needs to SEE EVERYTHING before making a decision) and there is a DISTINCT difference in knowledge that this pair has versus anyone else. They answered all of my husband's anal questions and were able to provide education above and beyond anyone else. When Keith come over our house for measurements, he help adjust our fireplace design to optimize the air flow and heat from our unit, we didn't get that type of feedback from anyone else when we showed them the design. Genius! 2) Great Price - Beat all other places we went to! 3) Great service during and post purchase - Martha kept us in the loop on timing of our delivery (which took a while from overseas). Keith was fantastic with the install, doing and redoing anything that wasn't perfect, adding stones and being patient with me and I angled them over and over. If you are in the market for a fireplace, and you want people that know what they are doing and are a pleasure to work with, this should be your first and only stop. I'm happy to be done with my fire place, but even happier about my experience with this team.

The team at Ember Fireplaces is fantastic - professional, responsive and engaged. Our new construction NYC apartment was a bit more complicated than most but Ember became involved early on and stayed with us throughout, collaborating with the contractor to find the best venting solution possible. The various members of the team who came to install the venting and fireplace were punctual, friendly and cared about making sure we had a well functioning product that met our expectations. Having worked with no fewer than 15 vendors during construction, the team at Ember Fireplaces was a clear standout. We are happy to have the Ember as our ongoing service provider for our fireplace, which is simply wonderful.

I spoke with many NYC fireplace companies while researching ways to replace an existing gas fireplace in a high rise apartment I'm designing. Embers was by far the most knowledgable and easy to work with. The existing venting system was complicated, and I had 5 other companies come to look at it before I finally discovered Embers. Their technicians understood the existing system and what was required to alter it. They put together a written estimate quickly, communicated easily, and came to multiple meetings on-site to confirm the specs. I was very happy with their service!

Ember Fireplaces are truly masters of business, constantly impressing us with how busy they are. They clearly leave an impression! We love working with them!

NOV 2015 UPDATE: after much additional work on my part, including calls to the manufacturer and putting the review below on houzz, I finally heard back from Marta at Ember and got the screen delivered and their portion of the job finished to my satisfaction. I very much like the fireplace and the work Ember's installers did, it was just getting the job completed that was painful. Despite this, I would still consider using Ember again. Now we're just waiting on the mantel and other trim work to be completed by others before moving onto other things. ----- ORIGINAL REVIEW: I'd happily rate this company 5 stars if it wasn't for the fact that they never finished the work they started. I had them replace an existing builder-basic gas fireplace with a larger and more attractive Kozy Heat unit. Initially, I was very happy with Marta and Ember Fireplaces - they had what I required in stock, they could meet my very tight delivery and install schedule (even when unit sizing had to change at the last minute when site conditions were fully known) and the installers did a very thorough and complete job. Communication was rapid and intelligible, even via text until late into the evening. However, the job was never completed, and I am left with the wrong screen on an expensive job that was primarily about aesthetics to begin with. Marta made many appointments to address the problem and has missed them all. No explanation. No apology. No notice. Since then - and it has now been months that I have been waiting for them to correct their mistake - she has simply taken to ignoring my calls and texts, which I find highly unprofessional. They have been paid in full, which I did out of courtesy for their initial above-and-beyond accommodation. I would like for them to complete the job they started.

AMAZING! From the time I spoke with them after seen their profile I knew I wanted them to do my fireplace. They were very professional, courteous, cleaned up everyday after their work was done. They went above and beyond to get my fireplace done fast as they could. Everyone that comes to the house is blown away with the fireplace being the focal point. They delivered exactly what I had in mind. We worked well together as far as exchanging ideas. I would definitely recommend them to friends and family, anyone that is looking to upgrade their fireplace indoor or outdoors. If I was to do this all over again I would hire them in a heart beat and do it bigger and better all over again. I wish them all the success, they are hard working folks and deserve every bit of credit. Luv you guys

This company is very good at doing their job, however the follow up , should anything be needed for repairs, leaves a bad taste. Very good at installing, but the pilot light went out and have tried to get a hold of them for weeks on end . No one answers the phone nor calls back. Fireplace was not cheap. Spent appx 7k. You would think they would care a little more. And while i realize that it's summer and it's not needed, i didnt want to wait till it WAS needed to try. I've given up on these guys..

Complete installation of a floor to ceiling stone fireplace with a efficient remote controlled gas insert, with direct vent. The installers where all very professional and polite as well as neat and clean. In addition upon completion of job, took the time to go through all the steps to use remote control and show all functionality of the new fireplace as well as show us the prier cleaning method of the protective glass. I would give them a big thumbs up....and recommend them highly!

We were so happy with Ember Fireplace. They were very professional and showed up on time and cleaned up when they were done. Fireplace looks amazing and are so pleased with the way it turned out. Would definitely recommend them to friends and family. Extremely happy with the whole process from instillation to the design. Thank you Ember Fireplaces!