I called Fireside Pros to repair my gas logs, which proved to be beyond repair. (It was very old, no problem there). The technician then recommended a particular replacement. In checking around with other providers on the phone, it turned out that the replacement they recommended would not fit in my firebox. I had to tell them this. (I should have realized at that point that they were not the people to go with.) Then the technician came out again, and after remeasuring the firebox, recommended a different log set from Empire. This was around mid October. I gave them a $1000 deposit, and waited to hear that my log set was ready for installation. . . and waited . . . and waited. Shortly before Thanksgiving, the log set was finally there and the installer (Patrick LaFleur, who was very good and is not an employee of Fireside pros) came to install the set - which proved to be defective. So it was up to Fireside Pros to work with Empire and get this corrected or get me a new set. For the next month and a half, I called Fireside Pros once a week. Usually, I did not get a call back. Finally after Christmas, I called, and it turned out that somehow, the ball had been dropped between Fireside Pros and Empire, so really, they didn't start to try to get the right part until then. Finally, after the new year, the part came, the installer came back, and the log set was correctly installed in my fireplace. Then, after holding my 1000 deposit for three months, Fireside Pros had the nerve to ask the installer to pick up the balance due to them. I decided to wait until they could get around to calling me, which they eventually did, and I've sent the check, but I would not recommend them, because their customer service is very poor.