I bought a floor model firebox in a wood mantle in Dec, and thought the service was really great at that time. But after bringing it home, we noticed that the heat would shut down early. After a quick e-mail, Pauline said bring it in, and we'll get the rep to look at it. Today I brought it in, and she couldn't get parts instantly, so she gave me a NEW one. WOW. Unbelievable service. Great shop, who I highly recommend.