Boulder Creek Stone & Brick

This is a zero star rating, but that was not an option at the top. This complaint is their extremely poor customer service. I have been working to resolve an issue with my Napoleon fireplace since the winter of November of 2019. The first time I contacted them, I was asked to leave my name and number and and agent would get back to me. After not hearing from them for a month, I called again and was asked to do the same thing, Once again - no response. I called again in February 2020, this time asking for a manager. The manager seemed hopeful and had no reason for why I was not taken care of. She asked me to send her some photos to identify the parts. I did not hear from her for one month. I contacted her in March of 2020 asking what the status was. She said at this time saying she could not identify the part but could send a technician out for $295 with no explanation of why she did not call. I asked for a manager again and she put me in touch with the operations manager. The operations manager felt they did their job. He made excuses for their poor performance and made it my problem. Do not work with this company on fireplace service - they will leave you hanging for an entire winter.