Urban Fireplaces Ltd

Hi Robert, we can appreciate some fireplaces go seemingly forever with no issues, while others need regular services (kind of like cars!) which is why we recommend them annually, and yours was due for. When our technician was on site he did note the switch is stiff and why the fire would go out when warmed up. Please know your new switch has been ordered and the next trip out to replace it is set for as soon as it is due to arrive.

Hello Suri, we were surprised and disappointed to see your review because in an email you wrote to our sales manager on Mar 22 you stated "You and your dealership have been the light in all this. I would buy from you again in a heartbeat. I have been very open about how wonderful your dealership has been. Andy followed thru on all our questions in short order. You continue to figure this problem out".
We hope you find it within you to please update the review to reflect how readily available and dedicated we have been to working on these issues with you.

With the sale of these fireplaces having been as 'supply only' and us not being able to be a part of the install, we are limited to working with the parties that did the physical installation. The problem you are referring to is the smell of gas when the fireplace is turned on. As has been communicated, it is crucial to find out where the leak is coming from, which can only be done on site. We have yet to encounter a situation where the gas leak was an issue with the fireplace; it has only ever been with the install, but we are not ruling anything out. Only once the source of any leak is located can it be dealt with properly and determined if it was a problem with the installation or something that can and will be covered by warranty.

We will continue to be available to work with you until this problem is solved.