I was seeking quality gas logs, an affordable price, and to buy local. I bought local. I know zero about gas logs other than what I wanted from them- good heat source and the appearance of a real fire. On my first visit to Diversified Energy, they were unprepared to show the logs. The manager (I'll call him TJ), asked that I return when they are more prepared. He advised several weeks. I returned three weeks later and TJ advised still unprepared. I asked a few questions about what he could recommend, based on my two objectives. He pointed out a set that he characterized as their most popular. I asked about BTUs and he said he would need to check. I asked for brochures any he left to retrieve. He returned 15 minutes later empty handed and advised that they had no brochures. He said, if I had internet, I could look up. So using my Internet, I researched products and asked my wife to return and purchase. So she did. TJ advised two weeks for delivery and installation. After two and half weeks I called to inquire. They could not locate the order saying that they had no record of purchase. After 30 minutes, they found the order and advised would be installed the following Monday. Not happy but few options remain so I agreed. Monday by 2, there had been no call or installation. So I called again only to be told that they would be installed after delivery, which is expected any minute. I then called a central customer service for diversified. Within a couple of hours someone arrived with the logs to install. He handed me a manual and the remote. He showed me how to turn on and turn off. He said the logs have a thermostat and other "cool stuff " but did not know how to operate- it's in the manual. So, I bought local. Not sure I got what I needed or wanted. I could have bought the same logs online for $400 less, but I bought local. The employees here lack knowledge of their products and seem to take little consideration for their customer. The one star is required, otherwise they get a ZERO read more