At first we went to the store and walked around looking to change our fireplace into an electric one. We asked if they could custom build one which we were told was not possible. Not an issue, we can find another company who does. So we called the original company who made our fireplace to ask for authorized dealers who customize and they told us to call this company back. We called, spoke to someone on the phone who claims they can do custom orders, made an appointment, and the guy never bothered to show up. No call, nothing. Just plain rude. This company will give you whiplash with their inconsistency. Not worth the effort.