They are unable to swap an item without a receipt, at all. They told me that companies like Home Depot can afford systems that allow looking up old orders, and they cannot afford such a complex system. All that was needed was a basic switch to a different product. Completely lost business. We were prepared to buy quite a bit of new Weber equipment in the summer.

Terrible experience - really lousy customer service! They came to my home late on a Fri. afternoon to install a remote control device for my gas logs. First thing the next morning - we had no hot water!! I called Busy Bear on Saturday morning and explained that I had no hot water. They assured me it was nothing they had done so I called a plumber. He had to come out on a Sat. He had to relight the pilot light on the hot water heater! He was quite sure Busy Bear must have done something to the line in the basement or at the very least their actions may have caused the pilot to go out. They came for a follow up visit several days later and asked for the number of the plumber so they could contact him - since then my phone calls have gone unreturned.

I will never use them again. Be very careful who you have come into your house to work with your gas lines - I'm lucky I didn't get CO2 poisoning!!!!