Southwest Fireplace

First sorry for how long this is.
Southwest fire place customer service and communication is terrible.
My wife and I went in to look for a wood burning insert in May, Roger was our salesman.
He seemed knowledgeable. We decided on the Quadra-​Fire voyager grand insert with a porcelain mahogany front. I had some pictures of the fireplace with measurement of the opening and the brick surround.
Problem #1
When we asked to setup a appointment for someone to come out and give us an estimate
We were told that he could give us a rough estimate and if we wanted some one to come out we would have to put a 50% deposit he said don’t worry I’m always very close. We were quoted $ 7600 I have never heard of a company wanting that large of a deposit to come look at a job.
Problem #2
We went back about a month later and paid a «deposit of $ 3800. Roger came out and ended up changing the price upwards of course. He needed to add 16′ of corners (even though we showed him pictures and gave him accurate measurements). We had also told him that we wanted a raised hearth while we were in the store. He didn’t figure in the hearth stones up goes the price to $ 8120.
Problem #3
We decided to still go ahead with the job. We went in to the store to confirm the brick and hearth stones colors. They didn’t have the samples for the hearth stones and said they would get them in a day or two and would call us. My wife asks Roger if this was the last price increase and they wouldn’t find more things he said no that’s the price. After a week and no phone call I called and was told «we don’t have them» I told them I wasn’t happy that it was ridiculous that they were holding $ 3800 of my money and couldn’t get the samples from one of the other stores. 3 days later I finally get a call saying they have the samples
Problem #4
2 weeks later we went in to sign the paperwork again. I was about to sign when my wife asked me what cast MBK on the contract meant Roger stated it meant black cast iron. We wanted porcelain mahogany.
We had never talked about the black front insert the one on display was mahogany. Roger needed to redo the estimate Again. He emailed me the new estimate and added another $ 650 The net increase wasn’t that much because I had him take off the chimney sweep the «tarping of the work area and cutting of the limestone sill that needed to be flush (I did these things myself and saved $ 400) Final cost $ 8071.
#5
After signing the contract I was told we would get a call in a couple of days from scheduling to set up the install no phone call. I called and was told they don’t schedule until all material was in and that the insert was shipped and should arrive Tuesday and I should get a call then. No phone call for over a week. When I called again I was told that scheduling had kicked my order back for some unknown reason Roger said he would find out what was happening an call me back. No phone call for 2 days I called again and was told Roger was on vacation. I asked to speak to a manager I was told the manager works at another store and they could connect me to his voice mail I also had them give me his phone number. I left a message and waited no phone call for 2 hours. I called asked for John I was told he was out for the day. I explained my problems to Drew (the salesman that answered the phone) he said he would look into it for me. Less than a ½ hour later he called me back he had texted and emailed the manager and was waiting for a call. He called me back an hour later and said I would be hearing from scheduling this afternoon or the next day. A ½ hour later I was talking to scheduling and set the date. Drew was great. Why couldn’t Roger do this?
#6
on install day the installer refused to move the power cord from the right side to the left saying it was to hard to do. The instructions showed how to do it. The only way that he did it was when I told him to move it or remove the complete insert and give me my money back. It took him all of 20 min. to do
#7
A few days later I was installing the mantle I was looking for what the height of the mantle should be as to not be to close and catch fire. That’s when I discovered that the hearth is an inch narrower than what is called for by code. These guys are supposed to be the professional and know this.
#8
I received a call asking for the balance I explained to the person all the problems I had and would not be recommending them She stated she would let the manager know. Then said what I owed it was $ 250 more than what my contract said. I had to e-​mail my copy
#9 a few days later I received a call from John the manager and explained all of my concerns He said he would call me back and try to make it right. guess what NO PHONE CALL
My fire place looks great but I would never recommend South west fire place.