We purchased the fireplace insert and it arrived with some freight damage. I called Comfortbilt and they immediately sent replacement parts and some touch-up paint. The unit was easy to install and after installation the temperature sensor was faulty, so I got in touch with them and no questions asked they sent a replacement. Put that in and the unit has worked without a flaw since. We love how it keeps the house warm and is so easy and quick to start. A little bit noisy when the fan is on, but the great heat is worth it. Wish we purchased a long time ago. Great Unit.