Terrible experience still not resolved after several months
We ordered a wood insert fireplace (Supreme Lumis 22 model) from the BelleFlamme store (in person). We signed a sales contract and gave a down payment ($2800.00) on Sept. 12, 2025. The salesman said that it would take 3-4 weeks for the insert to arrive and be installed. They were very slow to communicate with us to arrange home visits (for per-installation inspection and then delivery/installation), and in fact we had to pester them to get things moving. They changed the delivery/installation date a couple of times and then finally did the installation on November 24, 2025, 10 weeks after we gave a deposit for purchase. The day before they came to install, they asked for full payment minus $750 (the salesman's commission). We complied, and sent $3496.00 so at this point we had given them $6296.00 total. During the installation, and unbeknownst to us, they modified the electrical circuit for the fan/blower and subsequently damaged the fan/blower circuit so that it does not work. It is now Jan 28th 2026 and they still haven't fixed the damaged fan/blower circuit that they damaged during installation. We have been constantly contacting them asking them to come and fix it ASAP... but they keep brushing us off. They are so disorganized that they don't have the ability to support the products that they sell. They also offloaded our issue to a third party contractor (electrician). So they are not even taking responsibility for fixing this and it turns out that we are currently waiting for the 3rd party contractor to come back from vacation to fix this.....soooo frustrating!!!! Meanwhile we are not able to heat our house properly this winter as we had expected. I'll also note that some of the communications with BelleFlamme staff (including the vice-president of BelleFlamme) have been pretty condescending, arrogant and dismissive, and the salesman keeps contacting us asking for the final $750. The salesman, apparently, is not even tracking the issue. We are pretty dismayed at this point and will look into making a complaint with the RBQ and possibly file legal suit with small claims court for lost of heating costs and potentially having it fixed by an independent company. I'd advise anyone not to do business with BelleFlamme unless you enjoy being cheated and dismissed. This is a sincere depiction of the events. There are a few "gory" details that I did not include in this description so that I could keep it simple and to the point.