We bought our gas fireplace insert a few years back. Installation was quick and painless, but after an early failure, they sent out another technician who identified and repaired a faulty installation. That was ok, because at least it was working fine.
A couple of years later our insert failed again. Unfortunately this happened in early November. They quoted almost 3 months lead time to get a technician to come out and repair the unit. Whats the point of a fireplace insert that will be out of order for most of winter?
Now its nearly summer, and I hope I don't need a yearly planner to make an appointment. But if they can't service what they sell in a timely manner we will be avoiding them in the future.
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Ok, Heres an update.
We decided to give them another try and they came out today and promptly repaired the fireplace.
The repairman explained that their main fireplace technician had a serious medical problem late last year which delayed out of warranty repairs. The clerks were supposed to supply the contact information for a couple of independent technicians, unfortunately they had a couple of new sales clerks and somehow we fell through the cracks.
Anyway, I explained the information I provided earlier was correct, but agreed to add this addendum to my review and have increased my rating.
I hope everyone finds it fair.
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