We called Falcon to repair our gas fireplace a couple of years ago. They came our promptly and thought they repaired it, however, the fireplace stopped working again within a week.
Over the course of a year, Falcon worked with us a to find a solution. Their repairmen came out over 10 times with new parts, new solutions and new ideas. We were never charged for any of these calls beyond the initial visit, as they were unable to resolve our problem. They finally called the manufacturer and paid for their service call to us to make the repair.
Although it took over a year, I appreciated Falcon's honesty and perseverance in finding and fixing our problem.