Ben was extremely helpful in choosing a unit to meet the needs of our customer. order was quick and efficient. Tyler provided updates as well as warranty registration Definitely recommend you guys!!!
In this era when it is often difficult to get any customer support after a purchase, it is refreshing to note that The Torch Guys break the trend. They provided excellent advice when I was first considering a purchase and were extremely responsive in assisting me with replacing a part almost two years after the purchase that was covered under warranty by the manufacturer. It is comforting to have a company willing to support their customers. I very highly recommend The Torch Guys, a family run business that goes above and beyond in providing customer satisfaction.
Great service on delivery. Contractor has not installed yet. Everything looks great.
My sales guy Ben was awesome. The customer service was over the top and they are extremely competitive.
Torch Guys communicated well and answered my questions. You actually get a response and someone to talk to when you call them. I do wish this specific fireplace had the finishing framing material included for a full recessed setting but that was the only thing I would say.
Bought fireplace to replace our broken fireplace in our RV. The new fireplace is very nice. We really enjoy it. Highly recommend the SYM Bespoke fireplace. The Torch Guys were extremely helpful and we received the fireplace in two days! Thanks!
Great people to deal with. When email a question they answer back immediately. Will recommend them
Just had one inserted and would recommend a different unit if you want it for heat. I spent seven thousand total on installation and for the unit usually around four thousand. It does heat but only would go five degrees higher than my furnace was set at.
Dear Tim,
We were sorry to hear that you are dissatisfied with your recent purchase.
While we are not the manufacturer, we stand behind everything we sell and are happy to assist with troubleshooting to ensure your unit is performing optimally. In our decades of experience, we have found that performance issues are often related to on-site conditions or installation variables.
I noticed that your review is listed as 'not verified,' and we currently have no record of a purchase under the name 'Tim', for the product you specified. If you did purchase this unit from THE TORCH GUYS, our offer to help remains. We would appreciate the opportunity to speak with you or your installer to review the details.
There are many variables that can affect performance, such as the placement of the rheostat, the remote control settings, or the furnace location. Often, these issues can be resolved with relatively simple adjustments. Additionally, based on our pricing for this Ruby Series model, the total cost you mentioned seems higher than expected, and we would like to understand the details of your installation.
We want to ensure you are satisfied and would love to discuss this further. Please feel free to reach out to us so we can assist you.
After researching inserts that would fit our fireplace and our budget, we decided to go with the Osburn Matrix. I was originally going to purchase it from another big online vendor, but the Torch Guys blew them out of the water on the price, so it was a no brainer. The unit arrived extremely quickly. It was so fast that I didn’t even know it had been delivered until I came home to find it neatly packaged on a pallet outside my garage. I only wish I had been home so I could have had the delivery guys move it 5 more feet INSIDE the garage. I had to put a tarp over it for a few days until I found some muscle to help move it out of the weather. You don’t know heavy until you’ve had to move a wood stove or insert!
After installing the Matrix (which is beautiful) we were absolutely shocked to hear how loud the blower was. It had a terrible vibrating hum coming from it. After researching forums online, several folks reported similar issues and narrowed it down to the blowers being notoriously loud and said to buy a aftermarket blower or to basically just deal with it. I removed the blower assembly to inspect it and all the moving parts were solid and smooth, so it didn’t make sense that it was the fan itself. After tinkering a bit, I found that the bottom sheet of metal on the insert was vibrating against the brick of the fireplace floor. I managed to diagonally drill a hole through the metal behind the lower faceplate and sink a tapcon screw into the brick to hold it down. That helped a little bit but the noise was still mostly there. It turned out that the metal shroud/guard at the front of the blower assembly was contacting the frame of the insert and was vibrating like crazy. I figured this out when I was pushing on the blower while it was running and the noise would go away. In the end I pushed on the front of the blower shroud firmly enough that it bent, forcing the vibrating part down just slightly which removed the contact from the insert frame. (See sketch in the photos) Now the blower is so much quieter. We can easily watch tv or have a conversation, whereas before we had to blast the tv or scream to hear the other person over the obnoxious hum.
After solving the vibration sound, we are very happy with our purchase! The glass door is our favorite part. I often sit downstairs with a book, reading while the flames dance. The Matrix transformed our chilly downstairs into a cozy place that we actually enjoy spending time in. It’s an eye catching little wood insert!
Thanks Torch Guys!
Since using this wood stove insert our living room has maintained a comfortable 80 degree temperature. Fill it in the am and then again before going to bed.. Using 1/3 less wood and also without using the blower. We use three heat activated fans no electricity required. His stove is absolutely amazing. As they said very minimal ash removal maybe every third day as it burns efficiently. Using a cord a month. Should have purchased it years ago. No more coming home to a cold house!
Great customer service from the crew at the Torch Guys! They helped answer all of my questions and tailored their available products to my needs. 100% satisfied customer.
SimpliFire Allusion Slim 60-Inch Electric Fireplace
Unique and well made product, with good product support and service. This is a very SHALLOW (try 14 1/4" deep - that shallow) 36 inch zero clearance direct vent propane or natural gas linear fireplace. It fits easily into a cabinet under my TV, against an outside wall without any major modifications. The shallow fire box is the ticket.
I’ve never been so dissatisfied with a vendor. The transaction has been problematic at every step. I have been berated by the owner for filing a credit card dispute for a fireplace that I still haven’t received in over a month. He has tried to justify himself as he has in any other negative review. I am sure if everything goes good with an order that they are a good company. Unfortunately, when things go wrong, their true colors come out. Not only did he give me a fraudulent tracking number, he violated my right to file a dispute with my credit card company. I can’t believe they are in business with his tactics.
Glenn,
We're sorry to hear you feel this way, and we want to be transparent with anyone reading this about what actually occurred.
You reached out at the time of purchase requesting a delayed shipment, and that you could not receive the fireplace until after December 8th - which we were happy to accommodate. Your order was scheduled to ship within 14 business days of December 8th. To be fair, this shipping window is longer than normal; but not bad, given it was in the middle of the Holiday Season and the busiest time of year in our industry. We communicated this shipping timline with you, and sent multiple follow-ups to keep you informed throughout the process.
Just a few days after the date you told us you could not receive the fireplace, your tone changed dramatically. When you threatened a chargeback, we were upfront: if a dispute was filed, we would not be able to ship the fireplace and would instead process a refund. We made that offer clearly and in good faith. You chose to file a chargeback, instead of accepting our refund offer. We did not dispute the chargeback — even though we had already shipped the venting system, a $1,200 value, which we absorbed entirely.
You were not berated and your right to file a dispute was never violated — in fact, you exercised it, and we did not challenge it.
We work incredibly hard to provide an exceptional experience for every customer, and the overwhelming majority of our reviews reflect that. We wish this situation had gone differently, and we genuinely wish you well.
— Tyler & Brian, The Torch Guys
Grand Canyon GlowFire Arizona Weathered Oak Charred Vented Gas Log Set
Best price and great customer service! Highly recommended.
I searched for this part that was missing when I purchased my new home. The Torch Guys offered the best price I could find.
The people at The Torch Guys were always quick to respond to my emails and phone calls and were very helpful. The Osburn 1700 wood stove we purchased is in place and working as advertised. Osburn makes a good stove and The Torch Guys provide good customer service.
We have said over and over how much we love our Osburn 3500. Me and my boys were at a TrailLife meeting and I was telling people about our new stove. One of the dads told me that he and his wife have been looking for a new wood stove and I couldn’t tell him enough. He actually told me that he was thinking about the one we got. When we got through telling them how much we like it, he was very grateful for the report.
We did a lot of reading before deciding on what would work best for our space. We converted a real wood burning fireplace to a vented gas log set. Absolutely in love with it! Shipping was quick and I am glad we chose The Torch Guys for our purchase.
Modern Flames Redstone 36" Insert/Built-In Electric Fireplace
Bought to put in our screened in porch under cover at all times. Very nice quality and fit/finish. Great directions and all parts were there. Problem is there just isn’t enough heat, really not even close. We are in the southeast, temps not real cold (upper 40’s) and with just two of us sitting directly under it we have blankets, no wind. Maybe it would be fine if you want to use it with warmer temps but we are heading to Lowe’s to get a propane heater to get the job done.
I just love everything about the torch guys. I had quest, I called customer service and spoke with Tyler and he was so patient with me and answered a lot of my questions and gave me recommendations. And my fireplace is perfect. Let me show yall!!! Yassssss get into it!
