The son of the owner is rude; during the pellet shortage, the company sent notices to their faithful customers that pallets of pellets are available! Brian responded that it was good for the morning, but no guarantees and can't help it if other people are coming to Heartline for their pellets and there aren't enough. Brian, being professional and caring and honest to faithful customers goes a long way! I would think twice about using Heartline if the professionalism remains poor.