We got a defective fireplace and called support to get it resolved. About 2 weeks later a technician came to the house and noticed that the filter had to be replaced so the auto shut off would stop triggering every minute. This was back in February. Just this week (end of May) I received a call/VM from them saying they have the filter to replace. I called back asking for any time the next day as there would be someone in the house to open the door for them (most of us work and can't sit in the house waiting for things to happen). Scott, the dude who called first and answered my call said - with a big attitude I might add - "nope, that's not gonna work for us". Well excuse me for being your customer. It has to work for the customer first, especially because it was a defective product, you should try to amend the situation as much as you can. So if YOU, THE CUSTOMER is considering this company, just know that you're not that important to them. Now I'm stuck with a defective fireplace for over 3 months, no sense of urgency and little will from the company to get this fixed. 2 stars for this experience is generous.