I reached out to Southwest Fireplace in the search of a fireplace company that would provide good customer service & repair on a Heat-n-Glo fireplace insert that had been installed by another company. I am happy to report that this is exactly what I received from Southwest Fireplace. First, I spoke to Debbie from customer service and she was fantastic, very personable, knowledgeable on their company, provided me with service options, and answered all of my questions. Second, was their service technician, Roy! Roy has been in the industry for years and you could tell. He diagnosed our issue, repaired it, answered our many questions, and even trained me on how to use the remote control that came with it (the original installing competitor did not)! I am super happy that I switched to Southwest Fireplace for all of my fireplace needs!!!