Fireplace Village

We first contacted them in October 2008 about purchasing a unit and were chastized (I'm not exaggerating) for waiting until the heating season to purchase. We had only owned our home for a month, so were put off by Nick's attitude. But, since there aren't many other good options in our area, we dutifully waited until the following summer to purchase and have them install the unit. Big mistake. Knowing what I know now, I don't think it's accidental that they only install gas units in the late spring and summer -- it's very convenient that the 90-day warranty has expired by the time heating season really kicks in during late October or November. Our unit had trouble almost immediately, within a few weeks of use. At first we thought it was still under warranty, but Fireplace Village was still going to charge us $150/hour to send a repair technician from their Bedford shop (they don't send technicians from Peterborough, it turns out) to do the warranty repair. We were aghast -- we've never had to pay for warranty repair time (isn't that the whole point of a warranty?). Nick, with his usual arrogance, responded with, "Oh, we would have told you about that when you bought the unit." When we replied that this was news, he shrugged and said, "Well, maybe we forgot to tell you about that but it doesn't change it." Then we discovered the unit was no longer under warranty. Then we learned we'd have to wait 5-8 weeks for a repair. Then we waited two more weeks for the repair service to return our call and schedule, before we finally called them two more times. We finally had to go to another repair service in order to get a timely and quality repair, and it turns out the insert's probably a lemon, since the replacement pilot assembly also malfunctioned within 2 days. Sigh. Each conversation with their front-desk guy, Nick, was unpleasant and we found his arrogance so offensive -- like he was doing us a favor by allowing our business. We will never do business with this company again. If you're buying a gas unit from them and they want to install it on the summer only, beware! If it's a Heat 'n' Glo, beware even more.