Hearth Manor Bbq's & Fireplaces

I purchased a new gas fireplace insert from Hearth Manor. Liz was very kind and as I was wanting to re-do the top of my hearth, she recommended the store contact, Pete. I had 2 appointments with Pete, both of which he missed -- without even calling ahead. He said he forgot them. I had to re-schedule both, and free-up an additional 2 days. I dealt with Liz regarding products for the hearth, as she indicated she would communicate with Pete. Something went awry, as he did not follow my wishes, both explained to Liz via email, and confirmed by me to Pete directly in a phone call. I decided to not utilize Hearth services to re-do the hearth. The installation of the new insert was completed by a pleasant young man, but being on his own, it took all day, with one problem communicated to Liz by the installer via phone. He told me she stated to get the job done no matter what. Upon completion, the unit did not appear to work properly, having an almost invisible flame. Although my purchase receipt indicated installation was included in the price, Liz told me I had to pay extra because it took the installer longer than usual. I did not see this as my problem, but wanting to have the unit checked due to the flame problem, I paid an extra $200.00 plus tax, to maintain a relationship with Hearth Manor. It was determined the unit had a defective part (through no fault of Hearth Manor), which was replaced by a different company as a warranty repair. The fireplace was still not working properly, so that same company discovered through trouble-shooting, that the original installer should have replaced the gas line in the basement from an old thin one to a wider one that would allow proper gas flow to the unit. I paid this company to complete the new repair. I might have been able to recoup the money from Hearth Manor, but hearing nothing after leaving a voicemail for Liz, paying extra for a lengthy installation that was not of my doing, and having no faith in their processes, I decided to not pursue the issue. Unfortunately, I would not recommend Hearth Manor.