Even though our experience with the technician was a positive one, our prior dealings with management leave something to be desired. We had an issue with our fireplace purchased in 2012. We had documentation showing that the warranty was for 10 years. Not only could they not find evidence of this because it was archived, I had to provide it for them. It was determined that the remote thermal control that needed replacement was not covered and the cost to replace it was $283.00. I was able to get the exact same unit at a competitor in Sudbury for $150. We find this level of customer service unsatisfactory. We purchased a fireplace and furnace and have participated in their annual maintenance and cleaning for the furnace since 2012.
