Nashville Fireplace

Reviews

• SA

  Sharon Ariola

  May 20, 2026
  1.0
  Update - I don’t recall ever posting a negative review on a company let alone responding to their retort but I want to make sure potential customers understand Nashville Fireplace’s position on their products. As you can see below from their response, once you order and pay for a product, they are no longer responsible. What exactly are they responsible for? I thought I was buying from an expert who was looking out for my best interests, not so I guess. The fact that all the costs to remedy their defective mantel fall on the customer is so shocking! Nashville Fireplace’s owner is only apologetic that this project did not go well, not that they are the cause of it! The project went fine until we used the suggested contractor and a defective product was installed! You absolutely should check the product for defects before sending it to be installed. It’s a mantel. Can’t you tape a box back up?? Also, I talked to Nick on his cell phone before I switched to texting. Are you saying you reviewed recordings of his cell phone conversations? How exactly is that possible? He and his contractor buddy were spouting off about my signed contract and how I was legally protected should any issues come up during reinstall. I started texting so I had a record of requesting a copy of my signed contract. I knew there was no signed contract, but they doubled down. I just hate liars. Worse is a company representative who will continue a lie just to make themselves look right rather than admitting a mistake. I’ll be happy to post all our texts if needed! And yes, we have spoken multiple times to your service department for issues at our other home. The builder used your company for the two fireplaces in that home. That representative was very nice and helpful but for the above reasons, we will use other fireplace service options in the area from now on. ——————- We ordered a mantel for our ventless fireplace in early November and were told it would take 2–3 weeks. It didn't arrive until March—nearly 5 months later. The only updates were when we called the store and were told, “Nope, not here yet.” We had just invested in tiling our fireplace to the ceiling with large tiles, so we were nervous about the installer cracking a tile. We used a contractor they recommended. Upon the finish of the install, we were so upset to see a crooked mantel. The mantel they delivered was warped and the contractor installed it crooked. It should have been so simple to follow the tile line. No one bothered to check it before bringing it to our house. Now it is May, and the replacement has finally arrived. The customer service since has been shocking: Zero accountability: A salesman named Nick informed us that we are responsible for uninstalling the warped mantel ourselves, driving over an hour out to Franklin to hand it over, and finding our own way to install the new one, because we don't want to use their contractor again. Zero apologies: They have been entirely rude, unapologetic, and have treated us like this is somehow our fault. Property damage: Removing their crooked, defective product is now going to leave permanent holes in our brand-new tile work. We want them to issue a full credit and come and remove their defective product. We do not want to do business with this company. In hindsight, we are so thankful that Nashville Fireplace didn’t carry the custom glass doors we wanted. We went to the other fireplace store off Thompson Lane instead, and the experience was night and day! They came out to measure, gave us options to lower the cost, gave proactive updates, and had a prompt, professional installation team. Fireplace work is so expensive. There is no reason anyone should not be treated like a valued customer. Choose who you deal with wisely.
• LB

  Lori Baldwin

  May 9, 2026
  5.0
  I really enjoyed the experience with Charles. He was very knowledgeable.
• JR

  James Ross

  Apr 30, 2026
  5.0
  Great customer service. Great products. Always on time and never in a hurry to leave the job. For all your Fireplace needs I suggest only Nashville Fireplace.
• MA

  Mark Anderson

  Apr 6, 2026
  2.0
  Disappointed with the lack of organization and communication from them. The showroom is beautiful and well appointed, which was a huge selling point. My parents have hired this company to update their fireplace with a new screen, gas ignitor and hood cover. The ignitor has been replaced, but the screen ordered was the wrong size and needed to be reordered. The hood cover/extension was ordered, with it also being the wrong product. They were then advised that it would need a custom build in order to correct the issue they were having, despitetelling them there were stock extension options. They have experienced multiple incorrect products being ordered, appointments set and then canceled by the company for one reason or another. My father went as far as to call and leave a message for the owner, but never received a return phone call, leaving them of the opinion that the owner doesn't care about customer satisfaction. Products have been ordered and paid for in advance, only to have the company make excuses for the lack of execution and continuous delays. This has now been going on for months, with two of the three items still being unresolved. This is completely unacceptable for a service driven company.
• JB

  Jason Buchanan

  Mar 20, 2026
  5.0
  Joshua Heyman has been an absolute pro! He's courteous and knowledgeable and has shown up when it really matters!

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