1 Customer Reviews
Review from Ed S
1 star11/22/2022
Excuses, Lies, Misinformation, Poor Quality, Poor Service Shoddy installation on the chimney cap (bent metal and wrong size) and fireplace box (forgot to remove installation trim kit) caused the cap to be replaced (after much argument) and all of the tile surround to be removed and replaced. Additionally, they forgot to install the valve cover plate. 3 months later, the owner is supposedly shipping it to me. After running the fireplace for an hour, the tile temp is over 220F which is seriously unsafe. I talked to the owner (Drew) who told me "he's positive its within the 117F above ambient temperature safety standard". I put my thermal gun on it and found over 220F and rising. Now he says that's safe and normal even though 117 above ambient (around 185) was previously what he said the maximum was. I then asked him to put me in contact with Heat N Glow engineering so I could discuss. I'm concerned that they may have installed incorrectly causing the excessive heat....especially after the other errors above. The marble tile is turning brown (burned) on the couple inches nearest the fire box due to the heat. Drew (owner) refused to put me in contact with engineering and gave me some generic customer service number that only routes the caller to a local dealer (aka back to him). Bottom line - I wouldn't trust them. Find another vendor. Too much drama and too many mistakes.
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