Bright Acre

Well, my experience with this company is a mixed bag.  I purchased a gas fireplace from this company and used the installer (Coastal Fireplaces) that they recommended.  That all went well, but was pricey.  The sales person was good and gave me good advice.  It was installed in March of 2115. I do want to mention that when Coastal gave me an estimate, I thought that it included the stone work.  He later he told me that it did not and showed the estimate statement that stated that.  My copy did not.(hmm)..which is kind of deceiving. So I have to pay about $700 more than the original estimate.  I must say though that Coastal did a good install (except for the flame adjustment)
I used the fireplace to some extent in the spring, and started to use it pretty regularly in the fall.  When I used the fireplace, on each use, it made a banging noise...and sometimes quite loud...sometimes as it was warming up an other times when it turned off.  Anyway, I called Bright Acres (as the manufacturer recommended).  I told him of the issue and he firmly stated that the fireplace should not be doing that.  He said that years ago that was an issue, but not today's units. 
He told me that he would come to my home to check it out and would bring someone who knew fireplaces well.  Two representatives arrived exactly on time (none of which was the person that I spoke to).  When I told them what I had told their representative, they quickly told me that the sound came from expansion and that was normal for all gas fireplaces.  If the representative had told me that, I would not have pursued a fix any further.  Anyway,  they did check it out; reset my logs and adjusted the flame, which was evidently not adjusted properly by Coastal...and I must say that the flame is much larger than Coastal had set it out.  So that was an improvement.  Naively I assumed that this was covered by the warranty, but I was informed that unless there is a part replacement, it is not.  They charged me for a service call of $180, which in my view was inordinate considering that all they did was reset the logs and adjust the flame.
So I am disgruntled by the fact that the rep stated that it should not make the noise and service agents said it was normal.  Additionally for some unknown reason, the representative put on the service call that I was having an ignition problem, which is not at all what we discussed.  This felt like a setup to get a service call fee.  I do have to say though that I am happy with the flame adjustment.
So there was good and bad here