North Vancouver, Canada
2255 Dollarton Hwy #190
N/A
+1 6049843496
We purchased a Valor fireplace in July 2017 from RE MacDonald. We had an issue with the remote, took all the components to RE MacDonald, they were checked out and they detetmined we had faulty batteries, even though they were new. We were told to purchase Duracell which we did. Remote still didn't work. So we made a service call, waited 30 days. The service person determined that the remote was faulty. The new remote works fine. The service call and parts was 283.50. I phoned Valor and chatted with Brian in tech support. The remote is only covered for two (2) years. So we were out of luck. Brian had no solution option. To bad to sad. He did mention they now only reccomend Energizer batteries ? Were we disappointed - Yes. Harry & Jean April 26th 2021 - We did receive a refund from RE Mac Donald for 152.25. That covered the cost of the remote. We appreciated their customer service.
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AMAZING !!!! my 15 yr old gas fireplace was not working , there was a loose ignitor wire , and i was getting nervous. But ...... i spoke with Rob one of the technicians and he was able to guide me through it effortlessly . Rob is the man !!!!!! i wish it wasnt so difficult to get a hold of the secretary as i did have to call 14 times in a row . But it was totally worth it , the secretary was very polite and efficient at patching me through to Rob and of course Rob is an angel . 5 stars all day long !!!!!! you guys kept us cozy , sending all the love your way :) Paddy Nelson BC
I have had two of these fireplaces for 8 years and have found them to be very unreliable. I have probably spent half of their value in maintenance costs. Phoning support gets you nowhere - every time you need a tech to come out (min 200) to see what the problem is, plus spend to replace whatever part broke this time. Very disappointing.
Unfortunately I own a G3 that came with the house. The remote has to live on a chair 2 feet from the fireplace to not lose connection with the sensor. Several service calls replacing the noisy fan and attempts to adjust the sensor but still a failure. I would never recommend this. Two year lifespan and two more years of being a money pit. *UPDATE* 10 months later Dec 8, 2020. 4th breakdown, already sunk 1200 in repairs in last 2 years, now 1200 more needed to replace motor. So instead, replacing the Valor with a reliable brand. AVOID VALOR!!!!! Over priced and unreliable. Repair person said motor in other brands lasts 15 years, not just 5.
Purchased a Valor H6 fireplace 2 years ago for our retirement home. One dealer told us to stay away from Valor because they are known for terrible customer service. We didn't listen, we LOVE the fireplace, the selling feature for us was the fact that we don't need power to run it. We have a lot of power outages during the winter. The fireplace was sooting up and we called to have it checked. The burner was cracked, no problem, it was replaced. This spring we arranged for our annual cleaning in July. We mentioned that the finish on the trim was flaking off & we saw soot again. The service man brought a new trim kit with him. It was damaged when he took it out of the box. When he went to disassemble the firebox to clean it, he discovered that the burner was cracked, again. We have been waiting since July for a new burner. Apparently there was a flaw in the original ones and Valor is redesigning a new system. We are now in September, the temperature dips to just above freezing and we can't use our fireplace. Live chatted with Valor this morning, I was told that as soon as they have a burner manufactured, they will be shipped. Well, that may be next year, they won't give me a time frame. I'm so sorry we purchased this. Including the stone work and installation, we have just about 10,000.00 in this fireplace and we can't even be warm. Should have listened to the dealer that said "stay away from Valor". If Valor does decide to give this customer some service I will update this post.
Spectacular contemporary fireplace (Linear L1 series) which has become the favorite feature of our condominium and is marveled by all. We have also experienced exceptional customer support from Valor, both over the phone and via their "chat" system. We have needed little customer support over the years, but when we have, they have been prompt, courteous, professional, friendly and very helpful. In a recent encounter, they went above and beyond expectations to rectify a minor issue we were having. I would not hesitate to purchase a valor fireplace again, nor to have it installed and serviced by Anderson Fireplace, our installer.
A fantastic manufacturer of quality, efficient fireplaces that use radiant heat to ensure a beautiful home experience! My parents bought an H4 Series and were amazed with the design of the fireplace, as well as the warmth it puts out into the living room.
They are the very best in gas fireplaces!
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