DO NOT WARNING!
I purchased a fireplace in September that was advertised as “in stock” and complete. Instead, I received only half of the unit. The firebox — which is required to actually install and operate the fireplace — didn’t arrive until six weeks later. After finally having the full unit professionally installed (at my expense), it did not work. I called the company repeatedly, but they refused to speak with me directly. Instead, they required me to pay a professional to come back out and test the unit. I did that and submitted all documentation as requested. They then claimed a part was defective and sent a replacement. I paid again to have a professional return and install the new part — and the fireplace still didn’t work. At that point, they told me I would need to deal directly with the manufacturer. It felt like buying a tool from Home Depot, returning it to the store because it didn’t work, and being told to call DeWalt yourself. Completely unacceptable. After more than 25 phone calls, countless emails, and hours of my time, I never once got someone on the phone. I only received repeated emails saying someone would contact me within 24–48 hours — which never happened. In the end, I had to purchase an entirely new fireplace to fit into the firebox, costing me even more money on top of installation fees. This has been one of the worst customer service experiences I’ve ever had. Save yourself the frustration. Spend a little extra and buy locally or from a company that actually stands behind their products.