Great Bear Renewable Energy

Description of Work: In the fall of 2012, we purchased a Pellet burning fireplace from Great Bear Renewable Energy. Thye unit was priced well, the Salesman answered all our questions, and the fireplace was delieverd and installed. Very soon after starting to use this unit, we disciovered that it would not operate the way we had been lead to believe. It would require MUCH more attention and servicing then we had expected (we were told it would be a "set and forget" system). Our inquires for service, questions, and further instructiion and information were in some cases recieved with hostility !! As time went along, we learned how to best use this heating system, how it would best serve our needs, and got use to the daily cleaning that it requires. Then suddenly late one Friday night, it stops working. The unit's "control panel" is flashing lights warning of an error. Problem is that none of the Owner's Guide(s) explain what the error code means. A Saturday morning call to the company's office got us the answer that an additional cleaning was needed, a special cleaning that only their personnel could perform and that it would not be covered under warrenty. When could they do this cleaning? Next Monday afternoon, maybe Tuesday at the latest. "But we'll be without heat for all that time." "Sorry, we aren't going to be able to help you untill then". (Did I say we live in northern New Hampshire?) On Monday, I get a call that their Technician will be by on Tuesday afternoon. Wait!! I was told they would be here today, Monday? "Oh no, we are only open a 1/2 day on Monday" (?)