HEARTH & PATIO

From day one the fireplace insert did not work as advertised. We wanted an insert where we could set the desired temperature and then let the stove do the rest. That never happened. The stove would get to a preset temperature, turn off and then never turn back on until someone woke up in the cold and went into the room and started it again. Not too long after purchasing the stove I began to see that this was going to be one of those times when the seller just doesn't do anything to help the buyer. I was SO right. Even though I told them multiple times, the answer I got from the "owner" Larry was that they don't break, referring to the remote that was supposed to control the turning on and off of the stove. Since I'm not the supposed expert in this field (although I think I had figured out far more than the owner ever did) I suggested that if it wasn't the remote it might be the stove that was malfunctioning. Again, I guess they figured since I'm a woman I can't figure out a simple remote setting, I must be doing something WRONG. How WRONG can you be when you set a temperature and the stove turns off and won't turn back ON. For months, I went back and forth with the people at this place and continued to get nothing from them. They even said they would contact the manufacturer, and then said they had contacted the manufacturer and got no reply. So, then it was MY problem? From the very first day, the stove didn't work right. I figured out what it was doing within a week of installation and I contacted them. Over and over and over. To add insult to injury for this $3000 stove that wouldn't turn back on with the remote, the blower went out. So, the owner told me that even though they didn't think anything was wrong, they would finally (after months and months of saying they were going to order another remote) order a remote. And, it would cost me $100 to have the blower installed. They did install the blower and gave me another remote. This did NOT help the problem. The stove went off some time in the night and the only way it would turn back ON was when I went into the room and turned it back on. I have multiple photos of the stove, with the remote sitting in front of it. The stove would be off (of course), the remote would be set for 70 degrees and the remote would show that the stove was ON even though it wasn't, and the temperature in the room would be 60 or 62.. Had I not been so involved with the care of my elderly mother, I should have taken this unethical person to court. Since I didn't have the time and grew up (wrongly, I guess) believing that when someone sold you something they stood behind their product I ended up with a gas fireplace insert that is only useful if someone is in the house, awake, and continually monitors the temperature, making sure to turn the fireplace back on when the temp drops back to an uncomfortable cool temp. I can't believe I'm the only person this man cheated. He was so blatant about treating me like I was too simple to understand anything. I imagine if he was dealing with women or elderly people he would treat them the same. I also imagine he wouldn't dare to do something like this with someone with means to take him to task and make him service the stove like it should have been. Bottom line at the bottom, I wouldn't buy a dog house from this man. And, I imagine some day karma is going to get him good. Just wish I knew about it when it happens.

I had to measure the fireplace opening myself -- asked the owner several times if it wouldn't be more appropriate if he came out and measured it; however, he said that wasn't necessary. The gas people came out to make sure everything was in order and OK to install this until, the lines were insalled in the chimney and the gas fireplace insert was finally ordered on 11/29/12 after the final gas inspection was performed. I understand that the insert was made to specifications; however, it dragged on until approximately March 15, 2013. The owner was not responsive to calls prior to the unit arriving and when it was finally arrived and was installed, it did not fit property -- it did not cover the entire opening and it wobbled (remember he felt it unnecessary to come out and measure it himself or have one of his people do it)!. Therefore, another piece had to be ordered and made to fill in the gap. Even when the piece to complete the installation came in and the owner promised he would pick it up and have it installed, this was not done. The technician installed the additional piece on approximately March 15, 2013. The technician was wonderful and great to work with, but unfortuately I cannot say that about the owner and would not recommend him to anyone.

We purchased a vented gas log set from Hearth & Patio. Larry was very informative about all our options, and actually suggested the chimney repair company (Castle Chilmey Repair) we used for the chimney and flue repair before we had the gass logs installed. We love the look of the set, and saved money by usiing out old glass screen instead of purchasing a new one. We talked to him about the remote, and purchased a "remote ready" set, but we have found that it is easy to turn on and off without the remote. My husband says that the installer answered all his questions. I love toasting my toes before my nice warm fire, and I don't have to chop logs or sweep up ashes. Heavenly!