I have an Altima grill that I have owned for a few years. It was first delivered without the correct parts and could not be used at all for several weeks. I contacted the customer service several times before the 'correct' parts were shipped. The first set of parts only fixed a portion of the problems and revealed some others. As I started to address the new problems it became obvious that the staff at Sureheat do not know what they are doing. I tried to ask very specific questions regarding how and why some of the parts were not working properly (like the fact that they had put a natural gas orifice in an LP grill) but they just didn't seem to have a grip on any of it. Usually they would send out some part that might or might not be correct and I would eventually get enough correct parts to get the grill working. Also, every time I was told that "they were working on my order" it took at least 2 additional contacts on my part and a few weeks before any parts actually shipped. There was usually a couple of "I don't know what happened to your order, I'm really sorry" emails involved in each transaction. I didn't realize how sorry the whole operation was until I went back through some old emails recently when I had to order parts again and realized that the same thing has happened EVERY TIME. NEVER, NEVER, NEVER BUY ANYTHING FROM THESE GUYS. As far as the actual operation of the grill, there is also a problem with the grill flaring up constantly if you are grilling anything fatty. This grill is an overpriced piece of crap.