COMPLAINT: Brenda Lawter, Springfield, Va.

"I hired Cyprus Air Fireplace Systems of Alexandria, Va., to install gas logs and burners. I asked about non-vented gas logs and inserts, and their salesperson told me the non-vented inserts would cost twice as much and he didn't want me to have to spend so much money. He quoted $3,203 for the non-vented gas logs.

"I was later alerted by another contractor that I was overcharged by $1,800. The user's manual for the logs also say they have to have a fireplace screen when the logs are in operation. The salesperson failed to tell me this. I also couldn't get the remote to control the flames. After several conversations with Cyprus, they sent a technician who said the wrong burner was installed. They replaced it with another one."

DESIRED RESOLUTION: "I would like the $1,800 overcharge credited to my account."

RESPONSE: Peter Demetriou, president, Cyprus Air Fireplace Systems

"Our prices include the logs, installation of the system, permits and inspections. We believe that we did not overcharge the member. She also signed a contract agreeing to the price, terms and conditions. We do apologize for installing the wrong equipment, but we did go back and immediately install the correct equipment.

"A county inspector approved the work. If the inspector had notified us a screen was needed, we would have gladly installed one. We have screens that start at $325, and we would like to install a screen for her at no additional charge. We would also like to offer her a lifetime warranty on the logs and a 10-year warranty on parts at no additional charge."

STATUS: Stalemate

Editor's note: Lawter declined to accept the company's offer.