I ordered a fireplace and the initial service was great. However, the logs I received were broken and it took numerous emails to get status updates on my new logs. My rebate from the company was never given after several requests. I specifically asked for assistance doing it as I was having trouble and was left to fend for myself basically. I asked for the bill of sale multiple times and your salesperson kept sending it without an attachment. I was made to feel like I was troubling him for asking him and this continued, until finally it was sent. I currently have a $3000 brand new fireplace that does not work properly because my remote is broken. I have requested it be replaced and I spoke with your salesperson who said that he would get right on it. I have not heard back from him and we are now going on three weeks. I called and spoke to management and they took my information down and said they would rectify the situation immediately. I have yet to hear back from them and this is now week 3. I totally understand that product defects are out of your control, but I don't think updates as to the status are not. I do have an email trail of my requests and responses which I think would confirm my frustration as one of your customers. My hope is someone from your company will step up to the plate and resolve this issue for me. The cold weather has arrived and this fireplace is my main heating source for my main floor.

Thanks for your time,

Craig Kennedy