Heatilator GR6 E42

SaferProducts.gov consumer incident report 20180806-64A8D-1782123. Severity: Unspecified. Product: Heatilator GR6 E42 (Heatilator pre-constructed fireplace, 42". It is installed using insulated and chimney. It is installed within wood and concrete construction.). Incident: We installed a "Heatilator" fireplace when we built this house in 2004. Since that time, the heat shields, specifically the rear, has failed and large cracks have appeared. This exposes the fire in the firebox to the inner layers, which are insulated, but not enough to withstand contact with the flame. I do periodically check for this, as well as any other problems I can observe. I have had the shields replaced whenever I see a potential problem (This comes at a cost of over $400.) My main concerns in this matter is not only the apparently inadequate materials that these shields are constructed of, but the fact that, if gone unnoticed, this may result in a fire hazard. I have contacted the company several times (Hearth and Home Technologies, Inc.). They have been unapologetic and unhelpful in assisting. They claim that their products are tested and adequately constructed, and told me to contact the installer, which I obviously already have dealt with. I don not believe their safety claims to be adequate and ask that the company be contacted for remedial action in this matter.