The 'engineer' came as the fireplace wasn't working, said he would ask the office to get the parts, call several times to know if the order had been done, the replied was they would email me with the cost of the parts!! 10 days later the parts were still not ordered!! I order them myself, installed them myself! Enviro-flame had charged me £120 for servicing the fireplace, of course this couldn't be done because the fireplace could be turned on, but still insisted they had to charge me for it. when i call them back saying that i had ordered the parts and installed them myself and wanted my money back, they deducted £95 for the engineer's visit in which he couldn't and identified the fireplace model or parts (according to the office) although i did show him all the original paper work. absolutely disgraceful service!!