Kathy Metcalfe , San Rafael - 5 / 5
I want to thank you for having such wonderful employees in your San Rafael store. I have been a long time customer since I purchased a pellet stove over 15 years ago.
In November 2015, when I was having issue with my pellet stove, I stopped by the San Rafael store. Bonnee was busy with other customers, but somehow she managed to track me down and follow up through voicemail and email. I did not ask her to contact me, so I was very impressed when she reached out to me. At that point, I decided to service my pellet stove but in the back of my mind, I knew I want to convert to a gas fireplace sometime in the future.
Fast forward to December 2016, again I was having an issue with my pellet stove so I decided to stop by the San Rafael store to look at gas fireplaces. When I arrived, I asked for Bonnie and found out she was not available. I was a little hesitant to talk with someone else since I really enjoyed working with Bonnee in the past. That is when I met Cole Spilman. Wow! What a wonderful person! Cole was so easy to work with, very courteous, reliable and helpful. It took me several visits to figure out exactly what I wanted. Cole was patient with all my questions and multiple visits to the store. With the help of Cole, I was able to find a contractor to install the gas line and electrical work. Cole guided me through the entire process and was such a pleasure to work with.
In addition to Bonnee and Cole, I would also like to recognize Jaime Jovel from your service department. Jaime has been out to my house several times, has always been professional, reliable, and has gone above and beyond his required duties to ensure the job was done right.
The installation of my gas fireplace was completed a couple of weeks ago and I am thoroughly enjoying the beauty and heat from it! Please express my gratitude to Bonnee, Cole and Jaime for their outstanding customer service. I look forward to working with them again in the future.