Western Stoves & Fireplaces, Inc
132 Westgate St, Las Cruces, NM 88005, United States
(575) 526-5380
Rating: 4 – Based on 50 Visitor Ratings
Opening Times.
Monday: 9:00 AM – 5:00 PM
Tuesday: 9:00 AM – 5:00 PM
Wednesday: 9:00 AM – 5:00 PM
Thursday: 9:00 AM – 5:00 PM
Friday: 9:00 AM – 5:00 PM
Saturday: 10:00 AM – 3:00 PM
Sunday: 10:00 AM – 3:00 PM
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Comments
5 responses to “Western Stoves & Fireplaces, Inc”
I had bought a used pellet stove, and they came and did a completely new install. I’m very happy with it. They even made sure everything worked like it should. I’m ready for winter!
I had bought my home not knowing if the gas fireplace worked. (Which they were aware of)They came out, serviced it, and made an extremely minor repair as well as brought me a new gas key. The gentleman showed me how to operate it, was thorough and cleaned up like he was never there. He was polite, answered all my questions and HONEST. Their price was very reasonable as well! Very happy with the service I received. I would highly recommend!
I have a gas fireplace that was allowing a cold breeze to come in from the outside and it had not been serviced for a long time. I called Western Stoves & Fireplaces to try to solve the issue. The first thing they did was a thorough clean and check of the unit and replaced the embers. Then they ordered a wind screen for the vent to help to prevent so much air from coming inside. They could not eliminate all of the air because of the way the fireplace works but did reduce it quite a lot. I am very happy with the level of service I received.
Don’t expect to get good customer service or even on the schedule if it’s winter for at least a month. The girl who answers the phone, I think her name is Athena, is not friendly AT ALL and does not care about your problem and WILL NOT get back to you at all if she says she will. I have had to call numerous times to check back on scheduling and parts. I am super tired of dealing with this business. If you have them come out to look at your fireplace and they need a part or have to come back, expect that you will be put in the end of the list. They do not leave any space in the schedule for follow up visits to put in the part that they needed to go get. I don’t know who the owner is here but they should get involved if they care about this business. Maybe they don’t care since they have zero competition. My husband tried to repair the fireplace himself since it wasn’t getting repaired so we said we would just come get the part and try it ourselves. When I called (3-4x on my own to get updates on things the said they would have answers for that day or in little while) about the part and to see what the schedule would look like if I needed them to come put it in they said it would be another 2.5 weeks. When I asked why they don’t leave room for follow up visits in their schedule they said I wasn’t a follow up since my husband had “fixed it”. He fixed it for another few days but the same problem kept happening. When I explained this they argued. They don’t leave room for follow up appointments so expect to wait another 3-4 weeks or longer for them to come back and put parts in. THEY DON’T CARE ABOUT YOU. The young man who helped me one time was super helpful and friendly. He was apologetic, he was what customer service should be. The tech guys were also super nice and trying to get it fixed. They also had told me that it should not take so long to get back to see me but the girl (presumably Athena) said they would get fired if they told me that. What a terrible office and way to run a business. I hope the manager sees this review and sets things right. The girl who answers the phone needs some customer service training, coaching or be fired. My last phone call sounded like she was being coached by someone else. I’d love for that person to call me and speak to me directly. What happened to “the customer is always right”? I don’t need to be right just to be right but in this case they are wrong. What happened to trying to accommodate the customer instead of saying that you no longer are considered a follow up on a problem that THEY STILL HAVE NOT FIXED?! It’s not shocking the reviews they have if it went anything like it has for me. This problem started before Thanksgiving in which they told me to call back in 3-4 weeks just to get on the schedule. It’s almost February. A lot of these issues could easily be accounted with patience if there was proper customer service by the people who answer the phone and if they would get back to you and keep you up to date of what is happening.
We purchased our gas fireplace from this business several years ago and had excellent service at the time until 2021 & 2022. I have been unable to schedule a repair visit for the last 2 years. We are always told there is a list and no appointments available right now. Also they will call when they are in my neighborhood. I started calling in September, October and again in November. I am still unable to get an appointment. I guess they are only interested in selling their fireplace’s and not servicing their customers. Very disappointing as I thought they were a reliable business.