I went into the store in November... talked to a sales rep named Randy. He was pleasant, made eye contact, and seemed helpful. I tried to set an appointment to get someone to come look at our current fireplace, that we want to replace, but he wanted to do it all via picture and email. So after 3 emails with various pictures and zero response, I called to talk with Randy. He had an excuse as to why he never followed up, (busy, fireplace we wanted was out of stock) but now wanted to make a visit to come look at our fireplace. Weird. So.. He scheduled to come look at it @ 6pm, saying it would only take a couple mins. He showed up almost 30 mins late and was there for an hour. He took multiple pictures, made drawings, etc.. So we thought okay.. maybe just a rough start and started to get excited about our new purchase.... but now it has again been 2 weeks and we have heard nothing back. The best part is.... I just called down there today, wanting to talk to the owner, who is on the video, and who is on the website talking about how great his customer service is. I explained to the lady on the phone (who also was very polite) that I was a potential customer who wanted to give feedback on the service I was getting. I too am a business owner, and always want to hear feedback from my business good or bad. She got my info, put me on hold, and when she came back told me that the owner, Eric Robnett, "wasn't interested in talking to me." I had to ask her again to make sure I understood. And yes.. I heard right, the owner was not interested in talking to me about my concern. WOW!!!!! So.. I guess after almost 2 months of trying to buy an $8k fireplace from them... We will not!!! I am still in shock!