Avoid this place at all cost, or it WILL cost you. Fireplace & Patioplace is interested only in making the sale. Setting up a fireplace is complicated but you're on your own with these charlatans. You are dead to them once they get your money. My contractor and I were careful to detail the specifics of our installation needs with our sales person before we made the purchase. We even called back several times during the installation to verify some details. When the fireplace was turned on the flame kept going out. We called to find out why and were quickly shuffled off to the tech, John. He was nice--after he feverishly determined and constantly reminded us that Fireplace & Patioplace was in NO WAY responsible for the problem. (This determination was based on some obscure piece of info in the instruction manual that wasn't true. No mind--he repeated it five times during every conversation from that point on.) My contractor and I contacted him many times but spoke to him only when he mistakenly answered the phone. He NEVER initiated a call. In fact, while pleasant, he wasn't much more helpful than someone with about two months in the fireplace business. (Which, mind you, made him a thousand percent more helpful than the sales associates.) My contractor finally was able to solve the problem, fortunately. But you are a fool to do business with these people. They will take you money and leave you in the cold. Literally.