Distinctive Fires

Right from my phone call to book the cleaning and maintenance service for two very sooty gas log sets to the work that was done, I received the best level of customer service.
Two very nice, professional, and knowledgeable men arrived on time and treated my home like their own.
Considering the level of dirt, not a spec was left behind! The logs were cleaned, repositioned for better air flow and now both fireplaces are operating better than ever.

Sales was very helpful and provided full range of options and prices. Installation team was incredible. Efficient, overcame minor obstacles, careful and clean. Gave impression of experience and this panned out in practice. Installed within a week of purchase. So far, highly recommended. Would use for servicing and maintenance, as well.

I stopped in one Sat morning not knowing much of what was available. I needed rid of my old wood burning insert in cold basement and wanted gas. Gordon showed me 2 inserts that would fit and showed me options with prices including installation. Easiest purchase ever. Very happy. Sent someone out within days and had it up and running within 2 weeks of walking in that store. I will be saving up for a small unit next for livingroom. I never write reviews but for these guys..they deserve the recognition. I had gone other places and they didnt even have anything to show me and handed me brochures seriously..these guys were impressive.

Both pilot lights weren’t working so they came to fix it. Came on time , polite and cleaned up after job was done. No issues since , very pleased with their expertise and service.

Excellent service from the showroom through to the install. Dominic helped us pick out a terrific new gas insert, and the install team did a great job, including cleaning up after themselves and making sure we knew how everything worked before they left. They answered all our questions. Highly recommend.

On October 15th four men from your company came to install a gas fireplace...their names were Simon, Brian, Ryan and Sean...these young men were very efficient and knowledgeable about installing this fireplace for us...they were courteous, knowledgeable, and very efficient...I cannot say enough good things about these men..Brian spent some time explaining to my husband how this equipment worked and advised us if you had any questions just to call you people and we would be helped out...I cannot say enough good words about these men that you have hired...thanks for listening...cheers, Josephine Cole

I live in Waterdown and bought an older home with a gas fireplace that hadn't been maintained. I contacted another company that sent someone out numerous times without any success. In fact there technicians were sloppy and they put in a very important part that was faulty.
I called Distinctive Fires. They have years of experience and were able to sort out what the problem was and fixed it.

I highly recommend Dominic and his team of technicians. You won't be wasting your money.

Bought a very expensive Pacific Energy wood stove at Distinctive Fires less than 4 years ago and had it get all rusty over this summer. There are no contact numbers or email for PE on their web site, it just tells you to contact your dealer. I did and the dealer called me back after about a week and said that PE says "claim denied". I asked the dealer to push PE on my behalf and he told me that he has nothing to do with this, that he can't help me as he is just the middleman. He said he would try to get someone from PE to call me back and that happened a few days later and PE told me they don't cover rust and that I should be running a de-humidifier next to the stove all summer (!). Dealer did not help me at all to pressure PE to help me, nor did they call back to make sure I was satisfied - or even offer a free can of spray paint - they told me to come in an buy a can! $6100 stove/install and they can't even offer an $8 can of paint to help when it fails nor do they fight on your behalf. I left a message at the number of the actual saleman who sold me the stove and he didn't even bother to call me back.

Buy somewhere else.

My wife and I are very pleased with the professionalism of Ed and his team. Ed introduced us to multiple different models but at the end of the day we were limited to the on that would fit in our fireplace. He always took time to answer all of our questions fully.

Day of the install we had Cam and Ben to do the implementation. They were concerned to make sure that they took care of our hardwood floors. Also with some of the job there was dust and they took every measure to minimize the dust. Job was done professional and quick. Both my wife and I are very pleased

Thanks to Ed, team and Distinctive Fires

This company was referred to me by my HVAC contractor. The first opinion I got walking into the store lasted throughout the entire sales and installation process--these folks are honest as the day is long and pros every step of the way.

Owner Dominic didn't sell me what I wanted, he sold me what I needed. In fact, it was a smaller, less expensive stove.

Ed and his installation crew were punctual, knowledgeable and attended to every detail (including cleaning up afterwards). Their #1 concern was fire-safety and made sure that every specification for WETT certification was met and that I knew how to properly use the unit.

They also went beyond the call of duty by moving the existing propane fireplace to the basement -- no easy feat, it weighs a ton.

The stove has met my expectations - the company has exceeded them.