Response from ARCO - Affordable Roofing & Chimney Options
Thank you for the opportunity to earn your business. I am sad to see your hire again "NO" feeling. Our suggestions are based on years of experience with the product and customer feedback. When a panel is cracked all the way thru it should be replaced. The crack may not be bigger than a nickle if the panel is cut tightly into place, the pressure will keep the crack tight. Panels have a 10 years lifespan with normal use. Panels are held in place by clips at the top of the firebox. Side panels cracked thru have been reported to us by customers of collapsing in half onto an active fire and blowing hot ashes into the home and the carpet. We have moved as a company from replacing individual panels to only all four due to the following reasons. First, safety, a rear panel with a crack, which is typically the first to crack, is usually age and use related and suggests the side panels are soon to follow. Second, liability, for us to remove a rear panel we have to first remove the side panels and due to age and use those side panels were cracking on us during the normal removal and replacement process so often that I decided to make that service an all or nothing option for customers. We in no way meant to take advantage of you, but individual panel replacement is not something I want my company to take part in. Thanks again for your business and I hope you change your mind and call on us again for your next sweep. Best Regards, Patrick Archer ARCO 513-360-0778