Colonial Fireplace

Disgusted. Scott wasted our time not once, but twice. Both the times (4 months apart) he came over for a site survey, took measurements and promised to get back with a quote within two days. First time we received a quote but never got a response even after repeated follow ups by phone. Went back to the store a second time (4 months since first visit), Scott came back for a second time site survey (previous quote had expired!!) but never heard from him again, this in spite of leaving a message after a weeks’ silence. Very disrespectful and unprofessional to say the least.

My dad had an installation done at his home. He was very happy with Scott and his communication with him. Scott was very patient in getting all the parts to my dad and taking the time to get the job done correctly. Overall he was very happy with him and the relantionship they developed.

«Showroom» only has a handful of gas fireplaces on display (customers are given brochures, you’re supposed to select a $ 2,500+ unit from a catalog).
Colonial FP required a mandatory site survey before you can order a fireplace. Owner Scott Hayes was 1hr late to our site appointment, which was a waste of mine and my contractor’s time. He took some measurements with a tape measure which I had already provided to him previously.
Scott was open to negotiating on the final price, which I appreciated (except now, after all the hassle it’s been working with his company, I wish I’d gone somewhere else).
Installers broke something on the unit during the original install appointment. Colonial FP was supposed to follow up with within 1 – 2 days to schedule a repair appointment, they never did, I had to chase them down about it. Repair didn’t get scheduled until 2 weeks later (meanwhile the broken unit sat).
Installers were over 1hr late to the repair appointment.
After all this, wrong fireplace was installed (proposal clearly states specs that were ordered, which are not what were installed).
I have contacted owner Scott Hayes via phone and email several times without any response back. The number on his business card routes you back to main store. Staff at the Wilmington store location are nice enough but lack authority to do much without going through Scott first, who is nearly impossible to get a hold of, even for his employees.
Very difficult, frustrating, expensive experience; I would not recommend or do business with again.