FIREPLACE & VERANDAH

We went into the showroom and Gail helped us decide what fireplace would work best for our remodel. We ordered the fireplace on July 28th. We were told that it would be about 4 weeks to receive the fireplace. Today (December 19th) I finally received our final bill from this company. They were a nightmare to deal with. We had the wall for the fireplace constructed to the specs we were given by Fireplace and Verandah. We needed to have an existing fireplace removed and the wall moved. We were told that Fireplace and Gas Services does all of the gas work for Fireplace and Verandah. We could not get them to come out and remove the old fireplace and cap the gas line. I called Gail repeatedly. She apologized but did nothing to get the problem resolved. We called another company and had the gas line capped so that construction for the new wall could begin. The wall was completed and we waited for the fireplace. We waited 10 weeks. I called repeatedly as the entire project was on hold. The electric and gas in the wall had to be completed before drywall, no trim until drywall, no stone floor until the wall was completed, etc. Fireplace and Verandah employees began avoiding my calls, being really rude when I did reach them, refused to give me the name of the owner to speak with to resolve this. The fireplace arrives and it is the wrong fireplace. It is two inches too thick for the wall. The wall that was built for it. Fireplace and Verandah left the fireplace in the floor at our house under construction and waited for us to call and ask what was going on. They explained that the new model is a different size. I told them that it had to be the size and model we ordered. They said they found the right unit and it was being shipped. It would be here in two weeks. It did not arrive. They then had the Napoleon rep call me and tell me he had a unit in the Carolinas that could be here in one week. I told him that I had found another supplier that could have it to me within the week. He said that his would be here faster and he would pay the shipping. (The other company offered free shipping as well.) Two weeks and still no fireplace. The rep said he was wrong and that there was not really a fireplace there after all. The fireplace did arrive. It was installed. They did not install the trim kit or logs and charged another $125 trip fee to come back and put in the trim kit and logs which were ordered in July along with the fireplace. They then sent me a bill including shipping. They said they were covering shipping for the correct unit to be sent to me but they wanted me to pay for shipping on the incorrect unit. After another two weeks of back and forth, they honored their word on the shipping. They did not discount anything. They did not apologize for terrible, terrible service. There prices are no better than any other dealer and you are required to use their unresponsive gas company. If you value your sanity, do not buy anything here.