Not very flexible with regard to scheduling. I understand that this may be a busy time of year but when I asked for early morning or late afternoon they said, "Someone will be at your house between 10am and noon on X day". The alternative was to wait over a month for the service. Two gentlemen came to perform the service. They were both very nice and punctual. I felt like one of them was doing everything he could to sell me something new instead of trying to talk to me about prolonging the life of the fireplace I have. Without even looking at the model, I was told it would be unlikely if at all possible to get replacement parts for the fireplace and instead we should buy a completely new one (from them). When I told him the fireplace had a manufacturer clearly listed on the corner of the unit and their parts are readily available online, the response was, "well we would install a better fireplace. It would look more real. This doesn't look at all real." At the end of the day the guys did a great job at the job they came to do. I just think the price was a little high for the work performed and didn't appreciate being inundated with the sales pitch for a bright, shiny, and new unit during the whole visit. But would not deter me from recommending them or using them again.