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Complaint Details
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Initial Complaint
01/16/2025
- Complaint Type:
- Product Issues
- Status:
- Resolved
The company charged me $600 for a chimney inspection (after upselling me from the $199 basic inspection) and has failed to provide information about the issue with my chimney or options to remedy the issues. They simply noted that "the chimney is not safe to use right now." It has been over a month since my initial inspection, and I have called the office multiple times with promises of returned calls but they never follow through. At this point, I would like a refund of the $600 inspection fee, as it appears to have been charged in bad faith (with no intent of actually following through with repairs).
Business response
01/17/2025
Good afternoon,
Thank you for reaching out. As of 1/17/25, *** *** has spoken with the *** *** Oh, regarding this matter. An agreement was made that a refund for the Level 3 Inspection would be provided. As of 1/16/25 at 10:13am, that was conducted. Please allow 7-10 business days for a refund to be processed, as this is now between the banks to release the funds.Thank you,
***** *******
Operations Manager
Customer response
01/17/2025
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
Sincerely,
***** ***Initial Complaint
09/07/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
They promised to install new natural gas log lighter. But, they haven't. I've called at least three times with no response.Business response
09/16/2024
After speaking with the customer, we have resolved his issue and completed the job on 9/9/2024.
Per out notes:
09/09/2024, 11:10am
Setup tarps and vacuum Removed preexisting burner Installed new burner bar and tested for any signs of leaks Informed customer how to operate new burner Picked up tarps and vacuum Cleaned up and hauled away any job related debris Job completed
Customer response
09/16/2024
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
Sincerely,
*******************************Initial Complaint
02/01/2023
- Complaint Type:
- Product Issues
- Status:
- Answered
Date of Transaction: 3/10/22 Amount of money paid to Chimney Solutions: $309.00 What Chimney Solutions committed and failed to provide: We contacted Chimney Solutions to get information and a quote on gas logs delivery/installation for our Fireplace (looking to convert traditional fireplace to gas). As part of the quote, we were told a technician would be sent, and that a chimney inspection was a requirement for the in home consultation, which we agreed to. After meeting with the technician and upon his completion of the chimney inspection, we were given some basic information on various gas log options and told that a formal quote/proposal would be sent to us via email, and we were charged and paid the $309 for the service. We received no further communication from Chimney solutions; specifically No quote/options on logs were sent to us. I therefore made multiple attempts ( more than 5) to contact the technician directly, but only heard back once from him to expect a f/u from the main office. That did not occur. Likewise multiple attempts (more than 3) were made to the office to discuss the lack of follow-up and request to get a quote and despite assurances that the matter would be resolved, I never received any additional f/u.Business response
04/11/2023
Good morning,
Thank you for providing this feedback. I will be reaching out to you in regard to the complaint filed via phone today. I have been able to locate your account under the name *******************. At this point in time, I believe the best action would be to send a different technician out to reassess and make sure we can provide you with the estimate you are wanting to have for gas logs. At that point, we can decide the best route from there and be able to work with you on what options are best fitting for your fireplace aesthetics and functionality. I will be contacting you by the end of business to set up a scheduling option that is best suited for your availability.
Thank you,*************************
Office Manager
************
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Get a QuoteCustomer Complaints Summary
3 total complaints in the last 3 years.
2 complaints closed in the last 12 months.
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