Distinctive Fires

We selected the contemporary Torch fireplace by Napoleon Fireplaces and found a dealer from their website. We chose to go with a company called Distincrtive Fires located in Waterdown Ontario. What a huge mistake. During the install they snapped our lattices in our garden and even though they said they would replace or repair the- nothing has been done. How hard is it to find wooden lattices?
As well, from the day it was installed ( about 10 months ago ) we have had a problem with the flame blowing out on a windy day. I have called the manufacturer who has never had this complaint. We have had Disticntive Fires into our home to lok at the unit numerous times with promises of a fix and NOTHING. My husband is currently playing phone tag with them even though they called in December to say they were making a shield for the outdoor vent. That was almost two months ago. i am assuming that the shield is somewhere with our new lattice!
I will never do business with this company again. They have given us the run around and wasted our time onnumerous occasions . GO with someone else for your fireplace install.