We had a problem at first because we weren't sent long enough brackets, even though our ceiling height wasn't taller than the standard use maximum. But the company customer service was excellent, as they sent out longer brackets immediately and at no charge. There was also a five inch scratch on one side of the chimney, but we simply turned that side toward the wall that no one sees. The scratch was under the protective film (the film wasn't scratched, so someone had to have seen it before packing it). Though the instruction manual made installation seem scary, it was actually much easier than we first thought. Since installation, we have gotten so many compliments from everyone who has seen it. It looks as though it should be much more expensive than it was. One drawback is that as soon as you get to level 3, the noise becomes a little bit much. But we are happy that it is doing an excellent job while it is working, so we are content to live with the noise while in use.