There are clearly a number of businesses that deserve better than this economy. However, in some cases, the economy is culling out the problems. Mr. Fireplace happens to be in the later category. We had all kinds of problems with them when they installed a propane fireplace insert. They were unbelievably expensive and the quality of the service/installation was awful. I heard that ownership treated their employees poorly and that likely accounted for the poor customer service.
I hope that your mother is able to resolve the chimney liner issue, I would be inclined to find another installer to take care of the issue.
Jetskier
