After 4 years of annual servicing of a fireplace they sold me, owner Wayne, after weeks of excuses for why he could not send a serviceman here, sent a plumber from American Plumbing and Heating. They did not seem familiar with the product and in fact, misaligned the artificial logs and caused the fireplace to stop working due to soot buildup, after only 2 uses. All this after weeks last fall of not being able to use our family room fireplace and after paying American Plumbing $209.00. And now, the unit still does not work during the coldest weather in 2 decades.