Absolutely the worst experience ever!!! My pellet stove was installed poorly and the problem was never fixed. It has been over a year!!
The reviews here are correct. Once you make a purchase it is close to impossible to resolve any issue. The problem with this place is the owner John who unfortunately runs the service department. He simply doesn't care or argues with you trying to prove you wrong.

The worst customer service imaginable. On e they have your money, you will never get any issues resolved. They are arrogant and simply don't care. We spent well over $10,000 for a gas fireplace and the mantle is cracking and turning yellow. Over 5 months have gone by with no resolution. I was told to go buy a can of paint. Very rude.

Got our gas fireplace here less than a year ago. Have had problems since and when I called I got the usual blah, blah, blah about helping a customer and will get back to you. Had to drive 1/2 hour to the store to get service- only to find out I have to wait three weeks for someone to come look at it. I now have a useless fireplace during the coldest time of the year and the people here have a big case of bad attitude too.

If you have a problem after the sale, you will be met with a mildly aggressive and not very nice attitude. When you call you'll hear a lot of "He's with a customer right now" or "I'm sorry I don't know anything about that, you'll have to speak to so-and-so , but he's not here right now." They will pass you from pillar to post, and any problem you are having is probably your fault anyway. Go anywhere else!

Been doing business with them for years! Very knowledgeable sales people and very nice. Great quality and prices!