Heat Tech Industries

I have a fireplace insert which has a firebox defect that happened well within the 10 yr warranty period. Heat tech's 'policy' are for warranty repairs to be brought into their shop. That's not realistic to rip out an insert that was professionally installed and drive it hundreds of miles. The said they would come out 'when they were in the area'. this has never happened. I've called and emailed several times and they always seem to remember who I am, and still say they will come out when they can. It's pretty clear that isn't happening.