Zero stars actually. We have been working with Ken Burr since March 2021 on a new gas fireplace. The whole process was entirely frustrating from full inboxes, unreturned calls and emails, promises not met, windscreen damaged beyond repair when there was absolutely nothing wrong with our windscreen, and now a fireplace that is partially installed. Now I understand he has gone out of business. We are missing pieces and have half an install. Do NOT do business with this man. He will rip you off.

We ordered an insert and install. Was just told owner Kenny is bankrupt.

I made a special trip to meet Kenny and get my fireplace repaired. I had an appointment set up a month in advance (on-line). The phone mailbox is full, so you cannot leave a message. Kenny never showed up. I visited the “showroom during office hours and it was locked. I left a very nice note asking for a phone call, but never heard anything. I sincerely hope everyone is safe and well, but this is a poor way to run a business.

Unfortunately I have been waiting a very long time for propane and a fireplace replacement unit. Finally got my propane (6 months of waiting) and I made an appointment with Ken to come give me an estimate on a new unit. He showed up and quoted the job, said I would get an estimate and never heard from him again. I have called and text him multiple times. It has been almost a month with NO response. I do hope everything is ok, and I understand times are busy, but no response and ghosting a client is certainly no way to continue to run a business. I would definitely consider taking business elsewhere.Update: 5/2021 I never did hear back from him. I ended up at Casual Living in Bluffton and they took care of me immediately! They had a technician out to look at the fireplace, gave me a quote, and ordered the unit to replace. It took about 10 weeks for the unit to arrive due to a supply and demand so I would advise doing so before the holiday season. The technician installed and went over how to operate it and I couldn’t be happier. It is gorgeous.

I scheduled an appointment regarding the purchase of a new gas fireplace. Appt was set for 3:30 pm. Called them at 3:45 pm and they said we’re on their way to our house. They never showed or called me back. Tried calling twice to discuss and mailbox is full. DON’T use this company!! If they do t have the courtesy to even call me back - wound they really show up to install this fireplace? Doubt it!

Kenny was knowledgeable, professional, and prompt. Updating our two fireplaces is something that we have wanted to do for years, and he made the entire process so easy. His expertise helped us determine what was needed to update our two fireplace units and his suggestions, coupled with his vast knowledge of products available, were so helpful in determining what would look best in each room and eliminate extra expense for us. We love the easy on/off remotes and will enjoy using these two fireplaces this winter!

We contracted with Coastal Fire Shop to replace our outdated propane logs and replace the old tiles surrounding the firebox with limestone. They also installed windscreens over our chimney stacks. Kenneth Burr (owner) is very knowledgeable and carries quality products. He made excellent design suggestions. His staff (Tyrell Riddles, Adam and Charles) were very careful, covered our wood floors, did excellent work and cleaned up each day before leaving. Love the easy off on remote. Also now have no continually burning pilot like our old logs. Safer and more economical. Would highly recommend them for your fireplace needs.

We love our fireplace with the new 30inch Charred Rugged Split Oak Log Set.Ken was very nice and helped me chose the right one for my fireplace.I am glad we decided to have him paint the back of the fireplace black.We love the on/off remote. Makes it easy to have a fire any time.The Delivery and installation were done right, on time and very professional.

Wave breaker.White crystal 300 looking car .I never lied

We have a Mendota fireplace that Kenny installed. It has never worked properly and although we continue to phone Kenny to come out to service it, he just never shows up. He always states that he will come out, but never does. This has gone on for 2 years now and has left us in quite a situation because no one else services this manufacturer. Beware of doing business with Kenny.

How incredibly inconsiderate to make an appointment, keep people waiting, never appear or have the decency to make a phone call.It is probably a blessing that we found out rather then later once you have a big hole in the wall.

Terrill is an amazing tech and resolved a long-standing issue with my gas fireplace. They were courteous, clean and efficient. I highly recommend Coastal Fire Shop

We had a mendosta fireplace installed with Kenny he never shows up to fix it....horrible horrible do not use this place. It’s sad we spent this much money and he doesn’t ever show up or return calls to fix...

Kenneth is ver knowledgeable, couu ou retours and a professional. The technicians executed the installation of our gas logs without any issues. We live our remote controlled gas logs set!

I recently contacted Coastal Fire Shop regarding a gas fireplace upgrade to a recently purchased home on Hilton Head Island. I spoke to Kenneth and would best describe him and his business and responsive, effective and efficient. Ken was prompt to the appointment and presented a solution for an upgrade and arranged for the installation that same day. The installation crew arrived promptly, were certain to protect the surrounding fireplace area and performed the installation with professionalism.I was very satisfied with Coastal Fire Shop and highly recommend this firm.

Our home is under contract for sale, and, in preparing for the inspection, we noticed that our gas-log fireplace would not light. It is a very old Heatilator Unit (at least 20 years). My realtors assistant, recommended we contact Coastal for service when I asked her whom to get to fix it. Coastal advertises both sales and service. I went to their website and found I could book an appointment online, so I did. On the appointment booking webpage is an area for a description of the problem. I wrote that we had at least a 20 year old gas-log fireplace that would not ignite and stay lit. The repairman came out yesterday. He didnt even know how to get the glass front off. So I told him, he got it off, and got the cover off the bottom to look at the gas line, pilot, trigger, etc. He was under there for about 10 minutes, and he told me that the problem was that the pilot wouldnt stay lit and the unit needed a new thermocouple. Then he told me that he couldnt repair it, that Heatilator is out of business, and that there was a repair guy I could get to repair it, but he was booked for months. The Coastal technician said that in the high season (which is apparently now), Coastal only repairs fireplaces that it sells, and that in the low season they do repairs on other units. He then tried to sell me a new ventless unit ($6000), or a direct vent unit (like the one we have) for $2500, not including the cost of tearing up and repairing the fireplace wall so they could replace the unit. The one piece of good information was the name of the repairman, Alan Sipe, dba Gas Buster, and his phone number. For this non-service visit I was charged $150. So, Heatilator is not out of business, and Alan Sipe (booked for months) came out today, took the fireplace completely apart, completely rebuilt it, and replaced the thermocouple, so that it works. So if they new, based on my appointment note about what was going on, why did they send a tech out to not fix it, tell me untruths, and try to sell me a new fireplace? And for this privilege I had to pay $150, by check, b/c the tech said he didnt have a card reader. If I could have paid by credit card I could have filed a complaint and stopped payment. Coastal Fire Shop does not answer the phone, they have a recording that tells you to leave a message, but the mailbox has been full for two days, and that they may not return phone calls anyway for two days because they are SO busy (but appointments were available for the next day when I booked one). The message said to send an email. I have sent, so far, three emails this morning asking for a call back. No response. So I am writing this review. Do not use this place for service if you dont buy from them. From what I know now, I would not use them at all.

We are just finishing a home renovation that included a new fireplace insert. Kenneth did a great job taking us through the options and selecting a fireplace that was perfect for our space. Kenneth is very knowledgeable. The tear out and installation went flawlessly -- on-time, on-budget, well done in terms of fit & finish. The insert looks and works great!

A great company to do business with. Price was very competitive and installation was completed professionally and as scheduled. Also great customer service: I had one minor issue which was taken care of quickly and to my satisfaction. I would not hesitate to do business with them again.

I had a very-difficult-to-diagnose problem with my direct vent fireplace, and Coastal Fire Shop was the only one who would come out and tackle it. Ken and his people made multiple visits, tried multiple solutions until finally they got it done. It would have been easy to bail out at any point, but they were determined to get it right.

We recently purchased a new home in Riverbend which had two very poor quality gas fire log sets --looked cheap and fake. Kenneth came out and quickly diagnosed the poor install and quality and suggested new gas log sets with a much better appearance. We drove out to the showroom to see the different choices in person. These new gas log sets were professionally installed and the logs positioning customized to our liking. A huge improvement. Kenneth does know the business and is easy to work with.

Fabulous service! We needed the gas logs asap and Kenny made it happen. The install technician was efficient and neat. Kenny also spent time explaining different options which was a huge help to us.

I spoke with Kenneth after they had solved my chimney cap issue, scrap in stucco and screen rodent infestation all a result of Mathew and he could not have been more accommodating,professional and courteous. Great work and great people. I highly recommend them!

I contacted Kenny to help with a clients gas fireplaces. It was necessary to prove they were in working order and figure out a few other issues. Kenny and Terrell provided excellent, same day service. Both were kind, honest and courteous. Great job with clean up, too. I would highly recommend them!

Just had our new fire logs installed by Kenny staff. Excellent price, excellent service from his technicians with a smile.... Great experience and the wife is Happy so all is good!

I Had an appointment. They never showed up & they never called. I called them & left a message & an email, still no response.... very unprofessional.

Prompt response and great information from Kenny for our concerns regarding our existing fireplace. Kenny was highly recommended and did not disappoint us.

Kenneth converted my gas fireplace to electric. He was prompt, professional and friendly. He guided me through the process and design to assure I got exactly what I wanted. Tyrrell was careful and clean when installing and a master at stone/brick work. Kenneths main objective ia truly customer satisfaction.

Kenneth Burr has been great to deal with regarding our Gas Fireplace in our den. He is very customer service oriented and we would highly recommend him and his company Coastal Fire Shop

Kenneth was a really upbeat guy and really easy to do business with!!! I would recommend them to everyone. He was very professional and easy to get along with.

Kenny set up and turned on my fireplace in my new home. Wonderful. Highly recommend him and Coastal Fire Shop.

My fireplace stopped working. I know nothing about the operation of the fireplace and went to Coastal. Kenny showed me the location of the batteries and that I should try the before he made a service call. Bingo. Thanks Kenny.

Ken removed our ugly gas logs and converted us back to wood...he was great to work with and i will definitely call him again for any fireplace issues...nice to find someone who cares about their work as ken does

Kenneth really knows his stuff when it comes to fireplace systems (he installed 5 in our house), and is there to help if you have problems with a unit, even if it is several years after installation.

Very helpful! Highly recommend!!

Their website says they are open today so we drove to the island to look and purchase but the store was closed??