I called to find out about getting my fireplace fixed. It had been out for about 9 months and I had spent time looking at it and testing components with a multi-meter and looking for replacement parts on-line. They were not there when I call but called me back later when I was at home... Rather than charge me for a house call to look at it they asked me some questions and was able to help me resolve the problem on the phone. This did not earn them any money but did earn them a lot of customer good will. There was a reset button under the flip up vent that I was just able to push and them the gas fireplace was working as good a new. I will definitely recommend them to my friends.