The customer service is terrible! They always redirect to you to an authorized dealer and won't help directly. When I sent an email requesting one bolt that came off the primary air shield, I got 2 different responses (1 of them called me April and my name is Josh, and the other said the unit was sold in 2006 based on my serial number even though I purchased it in 2021). Also, the combustor takes some time getting used to and ours has broken twice. The first replacement they sent was free; the 2nd one they sent was at 50% of value plus shipping and tax, so came out to $540! If I had known how poor the customer service was I never would have purchased the Ci2700. It's a beautiful looking fireplace, but the after sales service is terrible! I would advise to avoid this company altogether!