Michael James Reed
Had only a good experience when we bought a ventless fireplace system from them 5 years ago. A few helpful phone calls to work out some issues over the years avoided any service calls. The problem arose when we had a service call yesterday to fix our system, which wouldn't stay lit (and which we couldn't resolve ourselves). I had canceled other vendor appts I had scheduled for this as I wanted the company I trusted to come here and resolve this issue and was happy to wait the few weeks for an appt. Needless to say, it didn't get resolved. The tech was new and as soon as he disassembled the logs, I knew we were in trouble. He had no idea how to reassemble the system, which with a ventless setup, is critical (like, life and death critical). The guy was on YouTube watching videos, calling the office, completely overmatched and confused. He didn't even have the manual (which I did and gave him to look at but didn't help). He told me they don't sell these systems anymore because the logs are too tricky to assemble. I felt badly for him and then he actually broke one of the logs. I'm told we won't get the part until after Xmas which is a real bummer. I had done everything I could to do this safely, with a company I trusted, and to get it done in time for a cozy Christmas. Complete disappointment with a company I used to recommend a lot to friends looking for a similar setup. A phone call today said they would waive the service call fee but nothing else they could do. I will not be recommending them again. UPDATE: after a long delay getting the part, they came and put it all back together, waving any labor charges. An experienced tech knew exactly what to do and made it right. Frustrating it took so long to resolve, but company did the right thing.
