The service technician (Buzz), was very professional, knowledgeable, and informative. He took apart the entire fireplace, cleaned all the parts that were usable, and replaced the parts that had failed due to age (12 years), he even spray painted the fireplace metals that were starting to rust with a heat resistant paint. Buzz came in and was very careful not to make any mess, he created a work are with a plastic sheet, before beginning the repair process. After fixing the fireplace, he gave me a detailed explanation of how to care for and take care of the fireplace. He spent 2 hours at our home, and when he left, our fireplace looked brand new, Buzz did a really good job, and I would highly recommend this company.