North Country Fire 2760 White Mountain Highway, Conway, NH 03860

"We just received our gas fire place from North County Fire. I just wanted to thank Nick and the whole team for helping us so much with the ordering of our unit. I’m always Leary when ordering something thinking we will get hacked, but Nick made us feel very comfortable as well he was very knowledgeable about the product, after being in the building trades for 45 years I know my questions aren’t always easy to answer. We will be installing in a week, thanks again for putting us with all of my technical questions. Blaine"

"It didn't go perfect, but it ended that way. When I got my log set I was missing log 4. North County fire was very responsive to my need for help. They contacted the log manufacturer and were very communicative during the whole process. I have log 4 now and it looks great. I love companies that take responsibility and fix it ifnits not right the first time."

"I bought a never been installed natural gas fireplace second hand and needed the correct vent pieces to install it as well as a propane conversion kit. I gave them information regarding what fireplace I had and what my installation setup would be. They were super quick to respond and told me exactly what I needed. Prices seems to be as good as anywhere. Shipping has been prompt."

"This whole experience has been awful. My fireplace arrived damaged and the company is dragging its feet on sending a replacement. It’s delaying my project by weeks now. Customer service has made mistakes and barely communicates. I now have to fight this with my credit card and the Better Business Bureau. UPDATED 1/8/24 The company's response is a joke. They refused to replace the unit and the fixes that needed to be made were inaccessible. The company's solution was to have my installers "Zoom" with their tech support to make the fixes. HORRIBLE. In addition, my installers had to take apart the entire unit and were unable to access all of the parts they needed to access. I would never purchase from this company. I now have to dispute this with my credit card company. Company's Response A few general themes should be evident from the company's response and defensiveness. (1) they are holding the customer accountable for a defective unit. Before purchasing from this company, ask yourself if you want to invest additional time and money in having your installers Zoom with them to fix a problem. The product was defective and needed to be taken apart down to its original parts. In essence, North Country Fire believes that when you buy a new car, you should take it apart and rebuild it and the onus is on you. I'm sorry, but when natural gas and FIRE are involved in my home, I'm going to act on the side of caution and hope that the company refunds or sends a unit that is in working order. I find it interesting that the company refers to my communication as "threatening." As a consumer, they did not resolve my issue and blamed my installers. If you read their response and see that they refused to send out a replacement, you be the judge. The fact that they reassured me this problem would be a "training" for their company is unprofessional and sad."

"North Country Fire was very easy to work with from start to finish of our project. We ordered two fireplaces for a new build. They arrived quickly but weren’t installed for a few months. Upon install we found a broken piece of glass. They got the glass replaced and it arrived within a week. Would definitely do business with them again. Excellent service!"