Prior to starting a home renovation, we decided to upgrade our fireplace. We really didn’t know where to start or what we were looking for but what we found with The Torch Guys was superior customer service, timely responses to emails, and of course, several phone calls discussing products and features.
Our original fireplace was just that. A gas log fireplace. It turned on. We saw gas flames. It turned off. It had a mesh screen.
After looking at pictures, we selected the Elevation X42 with black illusion glass and birch wood.
Tyler and Ben provided Fantastic customer service and support during our purchase. I have to admit that I was wary of making such a large purchase online but my pause was unwarranted.
After our purchase, a delivery was set. We had our unit professionally installed by a local HVAC company after updating our living room. I installed the mirrored glass and the log set with the enclosed instructions. You will need a drill with a 1/4 driver for the sheet metal screws. The glass is held on with 6 heavy duty clips and there is also a finishing frame that is installed last. Not to worry! The installation was not difficult, there are videos online if you’d like to review and the installation instructions included with the unit are simple and straightforward. I took my time and redid the placement of the birch wood three times before I was happy.
What can we say? WOW! What a fantastic fireplace! First, it looks great. However, the attention to detail is amazing!
It comes with a stylish but simple to use remote control. You can select how much interior accent light you want, there is a night light function, you can select how much vent speed you want and you can also control the intensity of your fire. We camp and this fireplace is as real as it gets.
Did I mention the customer service? Let me tell you about it. We purchased our fireplace in January of 2025; however, our home remodel meant that we didn’t install until September and I didn’t “turn it on” until November 10th. I reached out to The Torch Guys with a question and what I got was enthusiasm and caring about my concern. Tyler, Allen, and Ben addressed the very simple issue with professionalism, sent me a video to ensure I placed the logs correctly (I was overly concerned…obviously I do not normally “build” fireplaces, and followed up with a reply from a representative from Napoleon.
Do you have a question about your remote? Call or write. It’s that simple.
In today’s world, it can seem that things are over-promised and under-delivered at times; however, I am so glad that we purchased this awesome fireplace but I’m even happier that I purchased from a family run business.
Please call upon me if anyone would like to speak with a real customer!
Thank you, Tyler, Ben and Allen, for everything. We love it!
