Southwest Brick & Fireplace

I don't usually write negative reviews but I can't think of a time when I've had a worse experience than I've had with this business. I get it. Everything is complicated by covid. I've been more than patient for over 2 months. As of today I've taken SIX days off work scheduled install dates for my fireplace. I was completely stood up FOUR times.no call from the company, no word at all until I called them to see where the installers were.

The FIFTH time the installers arrived but could not complete the install because they brought the wrong pieces to complete the chimney pipe. A week later the scheduled visit was canceled on the same day (another day off work). Today was to be the final install day. The installers weren't here 5 minutes when they determined they did not have the correct parts. AGAIN.

I cannot convey enough my anger and displeasure with this company. I made TWO trips to their showroom and spoke to TWO salesmen to make sure that all of the necessary parts were ordered and paid for over 2 months before the install. The communication is awful. No-show appointments show complete disregard for the customers time and money. I strongly urge any potential customers to reconsider any purchase/install with this company. Here is a pic of my mom-functional fireplace.

I went in to their store on Keller-Haslet Road and made an appointment for a technician to come to our home to assess what we needed. They were four weeks out in their scheduling, but Brittney assured me that there would be a faster turn around for installation if we chose logs that they already had in stock. Fast forward to today - the technician made it out to the appointment, gave us an estimate and told me to try to make it into the store today to pick out the log set so we could get back on the schedule for installation.

He mentioned they were very behind because he was their only technician. So I go up to the store at 2:30 this afternoon and the doors were locked. I looked in and there were at least two individuals standing inside but not coming to the door. I called them from my car still sitting outside and she said they were closed today and that even if I did order from them, I would not be able to get an installation appointment until late December - a month and a half away.

I reminded her of what she said when I made the appointment and told her I would have never paid $150 if I didn't intend to get the logs installed before the holidays. She didn't seem to care at all. Now I'm out $150 and starting over.

These guys are great and they know what they are doing. NIck fixed my fireplace and I am very pleased with the service he provided

Very nice establishment. The two gentlemen in the back, especially Arty spent most of their morning helping me match my brick and they were incredible nice and fun. I really appreciated their help. Would definitely recommend.

The owner, Wayne made my dreams come true with an absolutely beautiful fireplace. Communication was always immediate and he went above and beyond with expectations. The fireplace was completed in a timely manner with cost estimates right on target. A great company to work with!

Needed a vent for fireplace, no hardware store had in stock. shane took his time allowed me to share picture threw his phone so I would get the correct part and also help with my installation questions.receptionist very polite.

It may not mean much to some people, but I had the simple problem of not being able to relight my pilot light, and Southwest walked me through how to do it over the phone. They didn't charge me anything, and the technician was patient and kind as I repeatedly asked him simple questions. This interaction meant a lot to me, and I will definitely call them back if I need my fireplace serviced in the future!

I'd have to agree with the other comments about customer service. You can tell that the lady who answers the phone doesn't' seem to give 2 sh*ts about you when you call. Scheduling was not easy. front office and techs never know what is going on with your issues and they have to "call you back" almost every-time you call. We had 2 techs out and neither seemed to know how to fix (or maybe they didn't want to)? We ordered a part that we waited on for weeks and never heard back from them. Went with another company.

Not sure gas fireplace installs are their specialty. Perhaps why "brick" is before fireplace in their title! Bought our 10 yr old house in late Sept. The family rm fireplace had manual starter in bottom of burner and we requested having the lighter connected to to existing wall switch as well as having the fireplace serviced. We were informed that tbe current insert was not original and not rated for that fireplace vent system. Great!

So decided lets order the same burner that is original in the mstr fireplace. Nick confirmed all the part numbers needed and said they had to get them from their distributer or they could not gaurantee the work. Because, I could find them for less on line but cannot install ourselves. So 11/15/17 we paid them $1201 for the parts that should be about 2 wks to arrive.

They knew we wanted work done before 12/22 for holiday guests. I had not heard anything by 12/7 so I called and they had not ordered the parts yet! They then ordered and came to install on 1/9/18 only to realize the ordered burner assembly arrived only in parts and missing the air shutter orifice (crucial) and Nick tells me he thought we were ordering that ourselves.

It is an outdated burner system but available on line. So then he says they will need to research for that part and maybe get me to buy it online, with no guarantee we can get it. I asked, if not, you will be able to reimburse us for what we paid and he said he will have to discuss it with his boss. I believe these young guys might not have the all around experience to handle existing gas fireplace issues that involve change outs without talking you into a full tear out of your entire fireplace! We should have went with another. Hoping to have a working gas fireplace by summer!

We had two fireplaces serviced by Robert. What a great guy! It is a pleasure to deal with someone who takes the time to explain every step of the process. He also made sure my wife understood how to operate the two units and and was a true gentleman in every sense of the word. Highly recommend this company and Robert!

Built a new house with 3 fireplaces. They know what they are doing when it comes to gas logs but that it! They delivered and installed the wrong log set I ordered but came back and replaced it. The other 2 fireplaces were a bust and we had to find someone else to redo costing more than the $3200 I already paid them. Both require a linear gas line and use the ceramic river rock for a contemporary look.

First they told us to use round cobblestone from the landscape place and it almost hurt someone when it cracked and went flying across the living room. Then they set the burner so low you couldn't even see the flame. After several calls and emails (their receptionist is less than friendly) they reset height. We bought ceramic rock (they don't even carry it) and they used the wrong kind of sand which doesn't let the flame flare up and clogged the holes. They should just stick to selling brick because they know nothing about fireplaces that use ceramic cobblestone.