We are in the process of having a wood burning fireplace converted to electric. This is a custom job being that the shroud piece must be cut to fit the existing opening and all the wiring is hidden. The first firebox was bent and damaged and the heat did not work. The heat works on the second firebox but the shroud piece does not fit because the wrong size was ordered. The installer has been to our house twice. When he comes back the third time, we should have the correct shroud piece. The glass front we requested wasn't included on the initial purchase order so that should be with the installer when he comes back a third time to finish our job. I'm still giving this company 4 stars. My reason is simple....the customer service is EXCELLENT. Each problem has been addressed quickly. The installer is extremely well-mannered. The office staff are polite and courteous. I know (in spite of the hiccups we've experienced) the finished job will be done right.