My 82 year old mother purchased a 1500.00 electric fireplace from Pacific Fireplaces without any information on how these things work or how to mount or even if a installer was available to install the unit. She told the young lady that her house was being sold and her new mobile was being renovated so they would have to hold it in the store till renovations were complete. The unit was picked up, and again no mention of how when or where who was going to install this thing. One of her neighbors kindly hung it on the wall, awaiting the tv to be mounted also. This thing was just hanging on the wall I said this is a insert, it should not look like this. I started researching, and found out that the fireplace shop should have explained and had a installer come out and look at where and how she wanted this mounted! She was not given and help what so ever!!! and left in a bind when they decided to take holidays and could not reach anyone. To rectify the problem I called around to find out how we could incase this fireplace and found that a Surround could be purchased to incase the fireplace to give it a finished look. It took me days to call around as this was not in stock anywhere, I called the manufacture back east to find out a supplier that might carry the Dimplex Surround, the manufacture said it was way behind due to covid. 8-16 weeks to receive one. I called several fireplace shops in Canada and got lucky with Delco in Nanaimo who said we have a company in Vancouver that just might have one. With luck we found one!!!! Delco had it couriered to them in Nanaimo and I had it couriered to my mother's house . This was a 568.00 unit and courier fees. Now we still needed someone to help us put this thing together correctly. I called Island Fireplace and explained the entire situation, (Peter) mentioned any electric fireplace that is purchased a brief overview of how they work and how they can be mounted is always necessary, and a installer comes to the home to give their expertise on how it would work best mounted and then a appointment is made for the installer to come out and mount it. Well Pacific Fireplace was on holidays so that wasn't going to happen! Peter kindly sent his son to my mother's house to put together the surround so she could finally get things off the floor and her TV mounted above the fireplace. I did contact Pacific Fireplace, and spoke to the owner Don, he was not very understanding and said " IF YOU DON'T ASK THE RIGHT QUESTIONS, YOU DON'T GET THE ANSWER" I asked how do you think we can make this whole misfortunate experience right? He asked what I felt is right, I said I feel you should absorb the cost of the Surround , he said "Well that's not going to happen" He offered 150.00 credit take it or leave it! That's all I have to offer. Good bye. I thought supporting your local business was a friendly thing to do. GUESS NOT! i WOULD NOT RECOMMEND PACIFIC FIREPLACE. read more