Terrible Customer Service
I went in and met with Charles a couple of months ago to look at gas fireplace insert options for my existing fireplace. He showed me a nice gas log insert option which would fit inside my existing fireplace so that I wouldn't need to do additional masonry work which I had originally thought would need to be done. Charles assured me that the gas log insert would fit. I asked him on more than one occasion if he should come to the house to take a look at the fireplace in person and he was too lazy or it was too inconvenient for him to come so he told me that everything was fine! Well, when the installer came to install the fireplace, he took one step inside the house and said "this fireplace won't fit". Had Charles done his due diligence I would've known this months ago and could have done the necessary masonry work while my house was being renovated. Not only that but I paid the extra money to have a gas line run to my fireplace which will now not even get used! After this issue, the installer called Charles to tell him the issue and the installer told me that Charles would be calling me right away. 6 hours later and no return phone call from Charles. I called him and told him about how unhappy I was and he said he would call me back the next day. No phone call. For the next week I called and left voicemails and left messages with his co-workers but still nothing! What a terrible customer service experience! Steer clear of this company, they don't do the necessary due diligence that you would expect !!