Banker Insulation - Prescott Valley

I ordered a gas insert for my fire place from Banker Insulation of Northern Arizona in Cornville through Mr. Jim Weber on  Feb. 16, 2013 with a desire to be able to control and work it with one  hand or finger since I have arthritis in my hands, and I made that clear to the salesman. The insert I was sold and that was installed on Feb.  26, 2013 needs both hands at the same time to start and control the gas. This was not made clear until after the insert was put in. The salesman told me he would find one that would do that and then only  charge me the difference between the two items, considering the cost of the incorrect one as part payment for the new one. This was told to me by both the man who installed the unit and the salesman.  I waited to hear from him for about 2 months and heard nothing. I called around the first part of May, 2013 and he once again said he would look for a new insert that I can use. He sounded vague as though he hadn't given it any thought at all. I called the office again on June 10, 2013 and
told the woman that answered that I wanted the insert removed and a refund of my payment.  She said she would notify the salesman, Jim Weber, to get in touch with me.  At this time I have heard nothing from Weber.
I contacted the Better Business Bureau 6/16/13 and reported the problem.  At this point, 7/11/13, neither one of us has heard from Banker.  If I'd belonged to Angie's List when I was looking for a fire place insert I would never have chosen to buy from Banker since they already have an F rating.  Live and learn.

UPDATE, 7/29/13:  On 7/24 someone from Banker's head office, I believe, got in touch with me and apologized, saying he had known nothing about this until being notified by the Better Business Bureau.  He said he was very sorry I'd had this problem and there would be a check in the mail right away for a refund of what I had paid and someone would be out the next day to remove the insert.  This was done on time and everything has been taken care of.  It's too bad that the original installation wasn't done as I requested. 

They installed the new gas unit and put the chimney pipe through the pre-existing chimney.  Apparently, they didn't seal it very well at the top.  It moved a bit, making the gap at the top quite large. It rained extremely hard 10 minutes after they left, and the chimney gap enabled the deluge to come inside, creating a flood in our home.  We called him immediately to come back, and his solution was to put a plastic bag over the fireplace.