This was my first time using Tri County Climate Control. We had our dream home built and called them to put in a gas fireplace. We purchased the fireplace from them and they installed it. For five years this fireplace has not worked. A year goes by and they tell us that we need to replace the insides of the fireplace which they charged us for. I don't think that was right since the fireplace did not work the first year. After installing the insides the pilot light still would not stay on so they decided that we needed another part replaced and they scheduled another appointment recently to replace that. The appointment was cancelled recently because they said the part was not in and they were just real busy. When contacting customer service about this issue for over five years it felt like they were putting the blame on me and that this issue was all in my head! We got so frustrated that we purchased an electric fireplace and use that because we just don't know when the gas fireplace will be fixed. I do want to say that the technicians that have come out have been very good and even they at times were not able to get the fireplace to start. I don't think that I should have had to pay to replace the insides nor should I have to pay for any services beyond a year. I think this fireplace may be a factory defect. What bothers me most is this company who I purchased it from will not replace it nor will they stand by their product! I think they are well schooled and know what they are doing but do not stand by their product. This is a source of heat for the winter and it is important to us! I think they should have fixed this years ago and made sure that we were 100% happy with it!