I ordered an insert and put half down several weeks ago. I've been calling daily to find out when they can install it. No one answers the phone and no one returns my messages. I will be asking for my down payment to be returned to me and will find another company. read more

I called them. The salesperson came out and told me he could sell me a gas fireplace. Then I never saw him again! I have spent literally hours calling them on the phone; no one ever answered. I finally I called them 5 times in a row leaving 3 messages. They finally called back but with some line of their salesperson being sick. I drove over to their office the next day to order a fireplace insert. They yawned while I was talking to them trying to place my order. They never took my order. I just gave up. I think they may be a tax dodge for someone ala the mattress stores. read more

They have installed gas logs with a remote that we've enjoyed now for over seven years. Then in another home, replaced a woodburning FP with an entire gas burning logs w/ remote that is flush with the wall. I love love love the look, convenience, and instant warmth it provides. read more

I went to showroom with interest in gas fireplace logs. The salesman Tim, was very helpful. I said I wanted to purchase them. He schedules an appt to come to my home to check out the fireplace, flue, etc. I'm excited. It's to be a Christmas present for my wife. He doesn't show! I wait for over an hour thinking , maybe I wrote the time incorrectly. He doesn't show. I call DOD...voicemail. I call Tim the salesman whose voicemail says, I try to return all calls within 30 minutes. That was 2 days ago...nothing! Did he die? Was he fired? Easiest selling opportunity in the world and he muffs it. Still waiting...maybe he's not coming, ya think? read more

I bought a very expensive $1,200 plus gas fireplace log set from DOD! I have had at least one service call each of the 4 years I have owned the log set. Did never answers the phone or returns calls! The fireplace was never properly set up! In fact, today's service call showed that the thermocouple was never properly tightened into the valve which caused intermittent operation. In addition, one whole burner section was never turned on! Now, we've found a fault in the gas valve body that is causing a leak and must be replaced! Let's see if they return the service man's phone call! read more

I visited the showroom and they have about everything to choose from. I purchased the gas logs system I wanted to replace wood burning. I didn't want too much heat as our TV set is mounted on the wall above the fireplace. They did have other models that produce as much heat as you want. The installation was done quickly and professionally. I have the remote control type so I can set in my easy chair and turn the flames on and adjust them. read more

The insert malfunctioned in less than a year at the coldest time of the year. We were unable to get a reasonably prompt service appointment. The company seems to prioritize sales, and once the unit has been installed, they are no longer interested in you. Ironically, we were told that the units often malfunction in cold weather. I am very disappointed. read more

I bought a pellet insert last year and it has never worked quite right. I called and they suggested that I use a different kind of pellet which I did. It worked a little better but it would still go out at least twice while burning and I would have to turn it off and then back on before the fire would stay lit. Or it would dump a bunch of pellets at once and fill the burn pot so the fire would flare up. It's supposed to shut itself off if the fire goes out but it didn't do that last time I used it. I got up in the morning with no fire and the stove blowing cold air. Still half full of pellets in the hopper. I cleaned it out and tried to restart it and all it will do is blow cold air, no fire at all. I have called the owner several times over the last year and it takes several days to get a return call and a promise of sending someone out that never shows up. The last 2 calls I made have not been returned. So I sit here with a pellet stove that I paid a lot of money for that's just over 1 year old, that now will not work at all except as a fan. read more

Installed the fire place in October. It worked for two weeks and quit. Called for service. They came out a week later and said they fixed it. Worked for 3 weeks and stopped working again. Came out two weeks later and said they replaced a part and everything was fine. 5 days later it won't shut off. I had to remove the front panel and set the master switch to off. They came back just before Christmas, they said it was a bad remote. Gave me a new one and left. Now the fire place won't come on. "oh yeah, we forgot to re-set the master switch to on. Just pull the front panel and set it." Now I know they didn't even test the new remote. A week later, it won't come on. I call and they blame it on the cold temperatures affecting the remote sensor. They come back two weeks later, now mid-January. Said they fixed everything. Nope! It quits 3 weeks later. They come back a week later and tell me to stand to one side of the fire place to make the remote work. They come back in February (now 5 months after installation) and tell me it needs a new part and they will be right back. I wait for 2.5 hours and no one comes back. I call the repair man and he says "Wilt was supposed to call you, the part has to be ordered." I ask how long before the new part comes in. He didn't know and I would have to talk to Wilt. Now Wilt won't return any phone calls or messages. After a week I finally get the installation manager and he says the part takes 6 weeks to arrive. 4 weeks later the part is in, but now I have to wait another week for a service man to come over. He gets it working and leaves. The front panel now has large gaps around it. I call the service man, "oh, does it look bad?" He wanted me to fix it. Long story to say that service after the sale is not a priority and returning phone calls is low to non-existent expectation. read more