First impression's are everything and I should have listened to my gut.
From the moment we walked in thru to final billing I had to push, call, confirm, ask again, argue - it was painful.
The woman running the show (I'll refer to her as "L") has strong opinions with a know-it-all attitude. From the moment we walked in she was mildly argumentative and even mocked me about a feature I insisted I wanted with my new fireplace. The only reason I ended up at Warm Hearth and the only reason I bothered doing business with them was because the manufacturer of the fireplace I wanted limits dealers and will not sell direct.
"L" told me I had only 2 options for a "B" Vented fireplace as there are few to no manufacturers making them anymore. "L" was matter of fact and final in offering options I had.
I then found a "B" Vented fireplace myself with the options I wanted and it turns out it is locally made in a factory in Delta. I sent the model number and information to "L" requesting a quote. Ridiculous that a Fireplace company would not have even tried to look into options. From there I had to "chase" Lisa and phone her multiple times to finally get a quote for this fireplace. I started the process early in September because I wanted to beat the cool weather crowds. When I finally got the quote from "L" after many phone calls I asked her to order it and book it for install right away - of course, now it was busy and now I had to wait quite awhile for the installer. In the meantime "L" wanted a deposit to order the fireplace - I had no choice but to giver her my credit card over the phone or risk several more weeks of waiting time for instal. When the installers arrived, they did a good job overall, however, rather than paint the venting pipe outside they decided to spray paint it black in place - needless to say, there is overspray on the wall and missed spots on the pipe - and my house smelled like a factory of chemicals from the spray paint. I asked the installers about final payment. Turns out they did not need to put the chimney liner in and some other minor things that were on the invoice "L" had sent me. "L" had said to me that if they don't install it she would take it off the last invoice. Fair enough. The installers said they don't take payment and that "L" takes care of all that. OK. A couple days later I notice my credit card has another whopping charge on it. I still had not heard from "L" and I realised she decided to charge my card without even consulting the installers or myself as to what the final bill should be. I did not want the charge on my credit card and there were some deductions and revising to do. Once again I called "L" and instead of owning responsibility she started blaming me and said I should have phoned her on Saturday as the installers left. I informed her that I didn't want the charge on my card and I wanted a corrected invoice with the new amount. After a week of several phone calls from both me and my wife "L" finally reversed the charges - but before making sure she told me how it was all MY fault and that she was really busy and that it was quite an accounting feat to reverse charges - WOW. There are other options out there, I wish I had gone somewhere else.