My ordeal began over 18 months ago, and had 3 tech visits, I had parts installed that I didn't need and it still did not work. I kept getting harassing collection calls and every time I told them that I still could not use my fireplace, they ignored me. I kept telling them that this happened before and it was only spiderwebs in the fireplace tubes. I finally had to write to the President, when I got action. It was what I always said, cobwebs! And I was even charged for the previous service call and the part installed that I didn't need! STAY AWAY! TERRIBLE CUSTOMER SERVICE!!