This is a full service hearth store and very professional, yet very warm and friendly people. They are open seven days a week in season and much shorter hours in the summer (closing this year for most of it). They definitely have the best location around (real easy to get to). These are the guys that run the informational commercial on cable channel three. (note they don't force product down your throat, they help you to make great choices for your particular needs) The service department is knowledgeable but with hundreds of customers you might have to wait a couple of days for an appointment or service in the dead of winter when the need for increased service coincides with the limited usage in the cold months. If they don't have the parts in stock it is not their fault... they did not make the stove... they wind up servicing it for free because the manufacturer does not reimburse for warranty repairs...... so I think that the previous customer has misplaced anger, perhaps really towards the manufacturer not the store (maybe) AND they always go to bat for their customers... which is more than I can say for most business I deal with.
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