Fireplace City

We had purchased this gas stove/fireplace insert as auxiliary heat, and especially to have back-up heat if we lost our power. They had installed it about two months before the ice storm that caused widespread power outages. Our power went out on Wednesday morning, and we called them when we discovered the stove would not start. We were told we would get a phone call later that day to check out the problem. When we didn't receive a call by late afternoon we called back. Finally someone called us back and said they would come the next day, that they were aware of the problem, and it involved switching out the module, which was under warranty. We waited all day Thursday and about 6:30 they called to say they had a long day on another job and now they had to get home to pick up kids. There was no concern about us not having any heating source (by then we could see our breath, it was so cold in the house). He said he hadn't lost his power, but his extended family had, but they had wood stoves, so they had heat. He promised to come the next morning between 8-8:30. Friday morning it was 41 degrees in the house when we woke up. At 8:30 he still hadn't come, so we called him again. He said he hadn't left yet. He showed up at 10:00 with the part which took 10 minutes to install. He seemed annoyed, and said "He didn't have time to run around changing these things." He said he had at least 6 other customers who had the same problem; hopefully they got theirs fixed. We were without heat for 50 hours, all for the sake of a part that they had in stock, that took 10 minutes to install. Bad roads were not a factor and we are about 40 minutes from their showroom. Needless to say, we were very disappointed.

Does NOT answer phone calls. The awning came at least a month after it was promised. The salesman was nice when he sold it. The man to came to give us the price quote and measure for installation was nice. We are more than happy with the product and the installation. HOWEVER we made repeated calls that were ignored and never answered. ..