STOVE & SPA CENTER

The qualify of the retrofit to my existing fire place and the quality of the install was really good. They were experienced, ultra clean and careful. The only problem I have is the fireplace insert and doors came in the rust color factory finish rust, but the shroud that is installed around the insert did not come in the rust color factory finish. It is black, and either came spray painted the rust color, from the manufacturer to the Stove and Spa shoppe, or it came in black and they sprayed it. I am not clear on that. I was not informed that it would be spray painted and when I asked why it was, I was told it had been scratched. I asked them to take it off and respray it as I could see spray marks on the surface. They did do it again. The rust color of the spray paint is a different color shade than the insert and the doors. I can still see spray marks when I sit to the side of it in the morning light. The owner called me to discuss my displeasure and said she had called the company to reorder in the factory rust finish and was told that it only comes in black. She said she would now disclose to future customers that if they wished to order in the rust finish that the shroud would require spray painting prior to installation. I did a followup call to the company myself, and the customer rep told me that it was not available in the rust factory finish at this time, and the only way to get it in the factory finish rust, was to spend more money and do a special order shroud. It is a shame to spend a lot of money on something that will be in my home forever, and get spray painted parts.

The experience was so positive what with the friendly and professional help.