As a first time customer with Acorn, the overall experience was pretty good for our gas fireplace service. The office staff were extremely helpful and courteous during the booking process. The service tech that came to our home was friendly, knowledgeable and arrived early in the window of booking. He was pretty thorough with his inspection and cleaning and kept us well informed of the whole procedure. He answered questions regarding upgrades to the fireplace and suggested for us to view Acorn's showroom in Delta. The one and only drawback to the service - and I can only point this out because he explicitly said in summary that he cleaned up all the cobwebs inside, underneath and all around - when in fact he'd missed an entire village of cobwebs on the one side of the fireplace. Not a big deal to say the least - but falls short of thorough. Bottom line - looks and functions much better than before he arrived !