Poor business practice
I ordered the heater directly from the companies website. When the heater arrived it did not come with the hardware to install. It took two emails and two phone calls to communicate this to their office. I was told on phone and via email I would receive within 7 to 10 days. I ended up purchasing another heater as the hardware arrived a month later. I returned the product and they charged me the cost it took to return. It was their fault why was I charged the fee.