HEARTH & PATIO

My first visit to the showroom to discuss our needs was okay. From my discussion with the gentleman who handled this service, I felt as though I was expected to know more about fireplace doors than I did (i.e., felt a little like "everyone should know that"). He did as me about my preferences and pointed out options that fit my criteria. We chose an "inside mount" door and scheduled time for him to take measurements at our home. 20 minutes after the scheduled time, I tried to call his cell phone and left a voicemail message. He showed up 10 minutes later and said he had gotten caught up; he did complete measurements quickly and was courteous. He said the door should be in within about 2 weeks. When we got past 3 weeks I called to check the status. They couldn't find my paperwork and had to call me back. I got a call the same day and was told the door should be at their shop the next day and they would call me to schedule the installation. Hearing nothing, I called back a couple of days later and was told it had come in but they were short on installers so hadn't called to schedule. We scheduled the installation for the next day. For the installation, the installer was very professional, although he showed up 15 minutes early. To his credit, he noticed a small crack in the glass of one of the doors and said he would reorder it from the manufacturer right away and that it should take about a week. He said they would call and return to do the replacement when it came in. Three weeks later (this week) I called to check the status. I was told the glass showed up "a couple of days ago" but they hadn't had time to call me. We have scheduled the replacement for next week. The quality of the door is very good, and the installer was very professional. However, the price of the door and installation was a bit expensive and the customer service/responsiveness has been disappointing. I don't know if I would use this company again if I had another local option.