I purchased a Monessen Hearth Peninsula fireplace and a Monessen Hearth log set off of Cuthbert Pools, Belle Vernon, PA back in early March of 2014. However, my contractor could not install it at this time so it set in the box unopened. My contractor came and installed the fireplace, however, the logs were not installed due to stone work that need to be none on the outside. When the stone work was completed and all the cleaning was done, my husband notice that we were missing the glass doors that went in the front of the fireplace. We just thought our contractor had it put in the storage room to prevent it getting damaged through the rest of our construction. When we contacted him he said that there was no glass door that came with the unit. My husband then went back and got the instruction manual and parts list for the said fireplace and it said a glass door unit should have come without unit we ordered. I called Cuthbert’s Pools and spoke with Amy whom I ordered the fireplace off of and she told me I did not order that unit I ordered the other one. I said Amy that is not correct I ordered the peninsula opened on 3 sides, I said you even copied the instructions so I could give them to the contractor to start construction while waiting for it to be delivered. I said you know what no big deal they are the exact same box as the see through with 2 sides just send me my door and all is fine. She called me back and said Monessen Hearth will not send me the door because it would be altering the unit. I said it is the exact same box one has to solid sides and the other has one solid side and one glass it has the exact same setup. Well after several months I am sorry to say that we never did get our glass doors so I then called and said just get me the 2 screens for the from on it so it at looks like it has a finished looked to it. She called back and said they cannot get me the screens because it is altering the unit. I said Amy I order this from you, you made the mistake and all I am asking for are the screens and you cannot get them for me. she said she was sorry for her mistake and she apologizes she does not know what to do. I was furious so that not being bad enough When my husband installed the log set and 1st found the logs were missing the ambers and wool that was to make it look realistic. Once again I called and spoke with no other than Amy and she said that they should have been in the box, I said Amy I am calling you to tell you that they were not in the box and my husband did not misplace them, I want you to order them for us and have them shipped to our home because I do not want to come back in your store. She said fine, well we got the box a month later and low and behold we were still missing the ambers. I called again spoke to Amy and she started to tell me that those do not come with my log set, my husband took the phone and told her Amy they do come with the log set I am reading it right here, she said that she had them but Monessen told her that they did not come with this set not to send them to us. She told my husband she would mail them out that week. And we did get them. My advice to whomever is reading this, DO NOT BUY A MONESSEN HEARTH SYSTEM, THEY ARE THE MOST UNFRIENDLY, UN-WILLING TO WORK WITH THE CUSTORMER AT ALL, AND DO NOT BUY A FIREPLACE SYSTEM OFF OF CUTHBERT POOLS, I DO NOT THINK THEY HAVE THE QUALIFIED PERSONNEL TO SALE THESE SYSTEM, THEY MADE A HUGE COSTLY MISTAKE BY ORDERING THE WRONG UNIT AND DID NOTHING TO RECTIFY IT. I HAVE APPROXIMATELY $15,000.00 DOLLARS IN STONE WORK WITH LABOR AND MATERIAL SO TEARING OUT THE FIREPLACE IS NOT AN OPTION. THEY OFFERED NO SUPPORT OR ANY KIND OF HELP AT ALL. I SPENT OVER $3,000.00 DOLLARS IN THAT STORE AND ONCE THEY GOT OUR MONEY THEY DID NOTHING FOR THE CUSTOMER EVEN THOUGH IT WAS THEIR MISTAKE AND AMY ADMITTED SHE MADE THE MISTAKE. VERY DISAPPOINTED IN THEIR CUSTOMER SERVICE AND THEIR KNOWLEDGE OF THE PRODUCT.