After 3 years in a new house, I noticed the trim around there exterior fireplace vent was melting at the top corners. I took a picture of it and sent it to the Sales Rep who was out contact at the time we bought a new house. A month went by and I never heard anything. The office told me he was on vacation, so I have it some time and then called him. He never looked at my picture or showed it to a tech, but instead went by my guess that it was missing some kind of "vinyl shield" and set up a service call.

When the Tech came to my house he walks up to the vent and instantly said oh here's your problem and bent the top flap up from horizontal to up about 45 degrees.

I was dumbfounded, but he was very sure of himself. He said he wouldn't charge me. He gets in his van, and I go back in the house. Doorbell rings. His boss told him he had to me for the service call $212.

I called the Sales Rep to complain. Why didn't he shoe the picture to the Tech before he came? He could have just told me to bend the flap up. It's plain as day in the picture.

Totally unethical. I would never use them again.