The fireplace was already set up with a gas log set up by the previous owner. For unknown reasons, the previous owner disconnected the gas supply line that ran from the furnace to the gas log set. The gas supply pipes in the fireplace were still in place. The in-line gas valve outside the fire box was still in place. The original gas supply pipe ran from the first floor fireplace into the full height basement underneath the fireplace room, where the pipe had been capped off. 12 feet away is the gas furnace (new in 2009, so the gas supply pipe to the furnace was new in 2009). The supply pipe to the furnace in out in clear view and has no obstructions of any kind. The basement is full of day light, has a full size entry door, and is about 15 foot by 15 foot. The ceiling is unfinished - complete access to the space between the floor joists. You can stand in the middle of the room and almost touch the furnace gas pipe with one hand and almost touch the capped end of the supply pipe to the gas log set. It was a "dream job" it was so easy to do. The worker first spent an hour figuring out what to do. The plan was easy: install a T fitting in the supply pipe to the furnace, install a shut off valve, run a 12 foot flex gas line, take the cap off the pipe to the fireplace upstairs, attach the new flex line. Done. That took the worker an hour to figure out. Part of the process was to call the office to find out what to charge. Apparently the people out in the field aren't allowed to provide an estimate - someone sitting in an office in El Cajon, who has never see the job site, decides what to charge. The estimate was $1,800. Yep, $1,800. I was not at home but my partner decided to approve the job and it was done. After the one hour "consult", the workers went away for lunch and to pick up parts - they returned and took four more hours to complete the job. The workers were excellent (probably embarrassed by the price they had to quote, but they didn't say anything) and the job appears to have been well done. They (the plumber and a student plumber) were polite, professional, respectful of my property. Not unlike any other professional trade person I have hired in the past. That night I continued to digest the high price tag. If I paid the workers $200 an hour for the five hours invested (=$1,000), that meant I paid $800 for a 12 foot gas pipe and one shut off valve. If it ends up I paid less than $800 for parts, then I paid more than $200 an hour for labor. The next morning I called Anderson Plumbing and said I wanted to talk to someone about how the $1,800 was determined for my job. I was told "we have to exam the invoice and will call you back". Later a message was left that Kelly (Anderson) would be calling. Instead of a call - which would have allowed me the opportunity to ask questions, etc. - I received a two page letter from Kelly Anderson, Office Manager. It was the rudest, most presumptuous and poorly written letter from a business I have ever received. In the two pages, my issue of "how did my specific job come to $1,800?" was never addressed. Instead, Kelly informed me that I was "dismayed" and "upset" about the price, yet I never said anything about my emotional state to anyone at Anderson. Kelly informed me that Anderson Plumbing was expensive and they would make no apologies about that. In fact, Kelly went on to tell me, Anderson Plumbing cost more because they drug test their employees and if I used some other company, I ran the risk of having my home robbed after the fact by the drug using workers of other cheaper companies - Kelly writes: "please do not scoff; this is a very real problem in our industry". Kelly then lectured me on the purpose of "free enterprize." Kelly told me I would be upset to pay for a steak in an expensive steak house only to learn that is would be cheaper in a less quality restaurant. Kelly suggested that Anderson Plumbing provided a better product, like a good steak I guess. Kelly lectured me about the cost of doing business and how they are told every quarter by the company accountant how much to charge the customers. The list of things that cost Anderson Plumbing to do their business was so extensive, that I was surprised I didn't see a charge to customers for the cost of wear and tear on the plastic light switches used to turn on the office lights in the morning. Kelly says that their costs "are based on our costs and only our costs", but then goes on to say that she feels it is "fair" that Anderson Plumbing realizes a 10% profit on every dollar. Kelly needs to learn that "cost" and "profit" are not the same thing but they both effect the bottom line cost to the customer. Toward the closing the end of the letter, Kelly says "even thought it may be counter intuitive, we owe it to our customers to be priced correctly." Counter intuitive? I offer this long example of my contact with Anderson Plumbing to reveal my experience with attempting to address a concern. Instead of talking with me about it, I was sent a form letter telling me that my concerns were not as important as theirs and I should be happy I paid their extra high costs. I read some of the "company response" to other complaints on Angies List. The president, Mary Jean Anderson, says "we have a 100% satisfaction guarantee. We will refund 100% of the cost if you are unhappy with the product or service" OK, Ms Anderson, I am very unhappy with the insulting service provided by your agent, Kelly Anderson. If you are true to your word, please refund my money. ADDENDUM: ADDED 10/01/11 - "Shortly after my original posting, I was contacted by the owner of Anderson Plumbing. The conversation went well. Ms. Anderson noted that the nature of my post has caused her to re-examine the operation of the business office of her company. Ms. Anderson expressed her thoughts and feelings and then solicited my thoughts and feelings. To the reader: I have no concern re: the professionalism or quality of the work provided - both were very good. My concern was not understanding the high cost vs. my job requirements and the initial disregard offered as a response to my concern. Ms. Anderson provided good "service recovery" in a personal and genuine manner. Although I still disagree with the company's expected reimbursement rates for a job such as mine, I am confident that Ms. Anderson would happily accept a telephone call to discuss a proposed "up front" job cost. I will change my ratings as follows: Overall : B - ultimately I was satisfied with the outcome but didn't like what it took to get there. Cost: still disagree, but will give it a C out of respect for what Ms. Anderson is trying to provide to the community. Quality: A for workmanship, F for initial response, A for service recovery. Responsiveness: F for initial response, A for Ms. Anderson's response. Punctuality: A for Ms. Anderson's reaching out to me. Professionalism: A for the work done, F for the initial response, A for Ms. Anderson's subsequent response. Advice for other members: I would consider hiring this company again - the actual work they do has been very good - but I would ramp up my due diligence regarding proposed costs."