Worst Customer Service I've seen in Years!
Just got off the phone with Keith Lehrer, owner of the business. Bought THREE fireplace inserts (logs, the whole package), custom fireplace doors and the like from them over the years. Our most recent was a Kozy Heat insert (gas logs and associated parts), bought November 2009. Pilot just went out, and won't relight. According to Keith, the Honeywell unit that lights the system was defective: 20% of all units sold have by now failed. (When we bought it we were told by Keith and his staff that it was a top of the line product.) But now he tells us that Honeywell won't stand behind the product post- the one year warranty, and has stopped making the unit. What is Lehrer's prepared to do for us? FOR $500, they'll replace the pilot/igniter with one from another manufacturer!! That's $350 for the unit, plus $150 for labor--which they claim is their cost . He mentioned (and I kid you not) the cost of gas to send out a tech--but we live within 3 miles of the store! Says that they're ""taking a hit"" by selling the unit at cost rather than at their normal markup.
Now, the funny thing is that we shop locally-owned stores like Lehrer's thinking that service will be better than from a big-box store (and we try to do our part to make sure that locally-owned brick and mortar stores stay in business). But in this case, all Mr. Lehrer could say (over and over and over) is that the warranty has expired, and to they have no obligations to their customers. When I pointed out that they sold us a DEFECTIVE unit (and that we have spent lots of money there in the last two years), he just said ""yeah, but the warranty has expired.""
I don't know about you, but I expect that merchants will recognize not just their minimal legal obligations but will also feel some ethical responsibility not to sell JUNK (especially EXPENSIVE JUNK), and also to stand by their products when they learn that they've sold defective merchandise. In this case, no such integrity to be found at Lehrer's!