Offenbacher's

I went to the Fredericksburg Offenbacher's store to look into repairing or replacing my gas log fireplace. The clerk at the store indicated their service person would come to our home and give me a repair estimate and take measurements if I decided to buy a replacement insert. I paid $50 at the store to cover the price of the service call for the visit. I was given an appointment for the service person to visit the next week. The day of the appointment, the service person called to say they had a conflict, and would have to reschedule. two more missed appointments, several phone calls, and 1 month later, the service man arrived. The befuddled man could not figure out how to remove the glass front to the fireplace, check its operation, or make any examination of the fireplace. He explained that he wasn't familiar with this type of fireplace (a contractor grade 90's US made fireplace) and said that he would have to send another person over so someone else could look at it. After two more weeks (no contact from the service people) I contacted the store again to complain. The store was polite, but gave me the run-around that they were not responsible for what the contractors did, explained that the $50 was non-refundable, and offered to start the whole ordeal over again. To this date, the service man has not contacted us to follow up on the service call, and I have abandoned all hope of satisfaction from Offenbacher's.