Response from FIREPLACE & GAS SERVICES, INC.
We took some time to respond to this review since the work was still being done at this customer's home when the review was submitted to Angie's List. The truth of the matter is that things can happen during the course of an installation that cannot be prevented. In this instance, the manufacturer had sent us the wrong part which was out of our control. Unfortunately, because it was the busiest time of year for ordering and servicing fireplaces, parts had already been on back order. We understood the customer's frustration and expressed that to the team of people he had working with him on this project. In fact, they kept in close contact with us on a daily basis for an update on the arrival of the burner they were waiting on. I'm not sure how many times the homeowner tried to contact us, but we can assure you, the design company working for him were able to speak with someone every time they called, which again, was daily. They may not have heard what they wanted to hear, but they did get someone on the phone that was sympathetic and had a strong sense of follow through. This project has now been completed.