I got lucky getting Shawn. He was awesome! He worked with me all the way through, was very friendly, knowledgeable, helped me keep the costs down; and he was very patient with the changes I made while we were finalizing the order. I never felt patronized or any condescension. (If I did, I would have walked away, as I have NO patience with rude people anymore.) He even kept in touch while hospitalized from a cycling/car accident! I'm more than ecstatic with the result! I LOVE my fireplace. It's gorgeous and makes the room! I've posted pictures on Facebook and it got rave reviews : ""Wow, totally transformed the room"". ""Gorgeous"", etc. The workman were all extremely respectful of me and my home. They treated my home as if it was their own (and their wives were over-looking the job lol). Kept everything clean, gentle with furniture, etc. If you want outstanding service, I'd highly recommend that you contact Shawn Dye at the Southwest Fireplace, Frankfort, IL location!