We've had a Flare Fireplace for about two years. When it stopped working early this fall, I made multiple attempts to contact a local dealer for service. Out of desperation, I called the Flare office in Plano. I was fortunate enough to get Kyle Brooks on the line. I explained my problem and Kyle said "Call me back using FaceTime and let's take a look at it". I did and within just a few minutes, Kyle had not only figured out the problem but patiently guided me through the steps to remedy it! I was elated and my wife was ecstatic. We've spent the last few evenings cuddling up before a fire.
I'm not the most technical or mechanical type of guy, but Kyle made up for that with his positive, can-do attitude. Thanks Kyle, you ROCK!
I installed the see-through ST50 in a column with venetian plaster and it looks and works great.
I would recommend it, but I had two problems that may be helpful for others.
First, the installer (from the store where we bought it) didn't seem to know how to deal with the vent at the top. Initially they made a mess of the job and you could clearly see the ducting and the light coming from the other side. Fortunately my contractor was able to fix the ceiling around the frame. I then decided to put in a 2" grill on both sides (from Architectural Grille, see photo) which worked out well, though added $411 to the cost. An added benefit to this grill is that we plan to hang a piece of artwork from it using nylon.
Second, the plasterer used masking tape (the blue type that painters use all the time) to avoid messing up the frame - a sensible thing to do. When this came off it pulled off the paint from the frame in several areas. A guy that came to fix it said that this was to be expected for the heat resistant paint, but nowhere in any documentation do they warn against this and in my view this shouldn't happen.
- I had the birch wood interior, which comes standard with 5 pieces. This wasn't enough, so I bought an additional set and added another 3 pieces.
- I am using propane. Apparently this gives off more soot and you need to get it cleaned every year, but I had a visibly sooty area on just one side after relatively little use. Apparently placement of the fake wood interior can cause this.
When shopping for an outdoor fireplace I came across Flare Fireplaces, WOW. Their product is beautiful so through an instant chat Kyle immediately responded with detailed information on the multiple products I wanted information on. Full details including cut sheets with dimensions, etc. Excellent service Kyle, thanks.
I can not tell you how impressed I am with the service this company provides. Kyle has answered every email promptly with accurate and clear information that has helped me tremendously. 5 star rating all the way around.
WOW! What a fireplace and most importantly what a company. My contact was Kyle Brooks, and through the whole process Kyle was there for me. Let me premise this review, I am the homeowner of this fireplace purchase and was not at all aware of the customer service I was going to receive when I initially selected and purchased this fireplace for my home in Long Beach California.
I am not a contractor but a home owner who went through the challenges of working and keeping in-line, contractors.
My purchase was a double sided fireplace - this is double the dimension set - so be aware. This is a design undertaking that you should not go into blindly. Know what you want and be good at math! Dimensions are critical for you and your contractor - safety and reading the extremely clear and concise instructions from Flare Fireplace are paramount.
Read!! Print out - hi-lite and stick on a wall All the critical stacks/off-set dimensions, understand your fit/finish and execution goals from the outset. Define what you want clearly and know the code requirements- all this is in the manual and clearly identified. All that you need to do is in the manual. Having said all this you can also rely on Flare fireplace!
Kyle was on the end of a phone in an instant - knew my number and name when I called. Kyle responded to all my voicemails and emails without fail!
Kyle also informed me he would run an educational class to certify the install of my fireplace to make sure my Warranty was validated. On time and ready to go, Kyle ran a virtual conference in my home with my contractor and electrician.
Now, almost complete I have a fireplace that will take breath from anyone as they walk into my home. Fully WiFi connected and extremely efficient this fire not only looks great but functions perfectly out of the crate. Well engineered this frameless double sided fireplace opens up out mid-century home and connects the whole house!
It is the jewel of our home - the center piece that demands attention.
Thank you to Kyle and his support throughout the whole process, not an easy process, however it was made easier knowing Kyle was there and available for my install experience and journey when I most needed his advice and support. This support was worth its weight in Gold!
Superb product! Superb Support? Superb company!
Thanks to all at Flare Fireplace