I purchase a top of the line pellet stove for around $4300, plus about $2000 in pellets from this business. The Bel Air store has the most unprofessional people working for them that I witnessed in 25 years of working in the customer service industry. They are so nice to sell you something but not accountable for their products if something goes wrong. First, their service department chief,Mary, is never able to accept direct calls.The staff normally will place you on hold until you get tired of waiting and eventually you hang up. The third call back someone knowledgeable placed me finally into her voicemail. I was given the wrong parts for my stove when after being told that they could not come out for service for three weeks and I tried to fix it myself.When I asked Mary about my account she said"what's your name again", I finally asked for a manager and was placed indefinitely on hold until I hung up again. I am finally pursuing the Better Business Route, and will never step foot into this store again.As far as I am concerned, they should not be in business. People of Bel air should beware of what you purchase from this store if it may need service.