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 and I had to re-schedule both, freeing-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 and industrious young man, but it was a lengthy process. Although my purchase receipt indicated installation was included in the total price, Liz told me I had to pay an extra $200.00 plus tax, because it took the installer longer than usual. I did not see this as my problem, but wanting to maintain a relationship with Hearth Manor, I paid. It was soon determined the unit had a defective part (through no fault of Hearth Manor). Liz had a replacement part ordered and installed in a timely fashion. I would encourage future customers engage the services of an alternate source should they wish to add tile, granite, etc., to their hearth. Further, they should ensure any purchase receipt/documentation clearly delineates circumstances in which additional charges for installation may be incurred.