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A BBB Accredited Business since
BBB has determined that Fireplace & Chimney Authority meets BBB accreditation standards, which include a commitment to make a good faith effort to resolve any consumer complaints. BBB Accredited Businesses pay a fee for accreditation review/monitoring and for support of BBB services to the public.
BBB accreditation does not mean that the business' products or services have been evaluated or endorsed by BBB, or that BBB has made a determination as to the business' product quality or competency in performing services.
Reason for Rating
BBB rating is based on 13 factors. Get the details about the factors considered.
Factors that raised the rating for Fireplace & Chimney Authority include:
- Length of time business has been operating
- Complaint volume filed with BBB for business of this size
- Response to 7 complaint(s) filed against business
- Resolution of complaint(s) filed against business
Customer Complaints Summary Read complaint details
|Complaint Type||Total Closed Complaints|
|Problems with Product/Service||4|
|Total Closed Complaints||7|
Customer Reviews Summary Read customer reviews
|Customer Experience||Total Customer Reviews|
|Total Customer Reviews||0|
Type of Entity
Business ManagementMr. Scott Bogat, General Manager Mr. Paul Loar, President
Related BusinessesQuality Air, Inc.
Chimney Cleaning Chimney Lining Materials Chimney Builders & Repair Fireplace Equipment - Retail Fireplaces Other Services to Buildings and Dwellings (NAICS: 561790)
Alternate Business NamesChimney Authority-The
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Additional Phone Numbers
- (847) 330-1100(Phone)
- (847) 342-3494(Phone)
- (630) 969-8800(Phone)
Additional Email Addresses
- - Communication/Mass Email
- - eQuote
- - eQuote
- - Communication/Mass Email
Complaint Trends - Last 3 Years
Customer Review Trends
BBB Customer Review Rating plus BBB Rating Overview
BBB Customer Reviews Rating represents the customers opinions of the business. The Customer Review Rating is based on the number of positive, neutral and negative customer reviews posted that are calculated to produce a score.
|Customer Review Experience||Value|
|Positive Review||5 points per review|
|Neutral Review||3 points per review|
|Negative Review||1 point per review|
BBB letter grades represent the BBB's opinion of the business. The BBB grade is based on BBB file information about the business. In some cases, a business' grade may be lowered if the BBB does not have sufficient information about the business despite BBB requests for that information from the business.
BBB Letter Grade Scale
Star Rating scale
BBB Customer Review Rating plus BBB Rating is not a guarantee of a business' reliability or performance, and BBB recommends that consumers consider a business' BBB Rating and Customer Review Rating in addition to all other available information about the business. If the BBB Rating is NR then only Customer Reviews are used for the Star Rating.
|3/31/2016||Problems with Product/Service | Complaint Details Unavailable|
|1/3/2016||Problems with Product/Service | Complaint Details Unavailable|
|12/21/2015||Problems with Product/Service | Complaint Details Unavailable|
Read Complaint Details
Complaint: I had the Fireplace and Chimney Authority come out and give me a proposal to fix chimney. It was determined that the chimney was in not in condition to fix so proposal made to rebuild. I called to schedule to do the job, but the scheduler looked closer and said the amount of proposal 29 8BPC may be incorrect. The estimator called me back later and claimed that this was just to take the chimney wrong, which was not what was discussed during the estimate, and not what the scheduler understood either. To just admit that it was an error would be better, to tell the truth. But that's not what was done on the call back.
Desired Settlement: They would not honor the $1200 estimate on the contract, but came back with $1850 proposal. I proposed to them to meet me half way, which would be $1525. Even with this I am not happy, since I made some decisions with another contractor based on this amount. But I am being realistic. And I would appreciate if they just admit it was a mistake rather than changing the story and saying they didn't mean to rebuild the chimney when that was clearly discussed and is reflected on the proposal.
Business Response: Initial Business Response /* (1000, 5, 2015/10/01) */ It is regrettable that the customer feel that he was misinformed. However, we have interviewed each of the individuals involved and have come to the conclusion that there has been a great deal of confusion and/or misunderstanding with this situation. When our inspector, Daniel, arrived at the customer's home in Downers Grove, he was there initially to determine if the customer's chimney could be repaired. After a thorough inspection, Daniel informed the customer that the top 29 rows of the fireplace chimney would have to be removed and replaced due to the poor condition. Prior to completing the quote for the work, the customer stated that the chimney was no longer being used and could we cap it off at the roof line to save money. Although Daniel did state that we could do that, he also informed the customer that it would not be the best option. However, in an effort to assist the customer in his project, Daniel agreed to quote for the removal of the existing chimney down to the point of no damage (which was approximately 4 courses under the roof line) and to rebuild it to the roof line and cap the unused chimney. During this time, the customer continued to ask Daniel questions regarding brick and motor color matching as well as discussing the reduced height. When Daniel completed his estimate, he reviewed the work to be done and the cost with the customer. At that time, the customer choose not to do the work. The customer did not sign the estimate nor did the customer provide the 50% down payment for the work as explained and quoted. The quote left with the customer was for the verbally agreed upon work entailing the removal to under the roof line of the damaged chimney and replacement to the roof line and capping the chimney for non-use. When the customer called to schedule the job, the customer discussed the complete removal and rebuild of the entire chimney which caused some confusion to the scheduler based on his copy of the estimate cost. To alleviate the confusion, when Daniel returned to the office, he called the customer to discuss the project and the quote. He reminded the customer of the customer conversation and that the quote was for the lowered chimney based on the customer's desire to save money. The general manager of our Elmhurst store (Scott *****) was consulted on what would be a price to be offered at basically our cost. The customer were informed that we would complete the full chimney at a cost of $1850.00. At which point the customer asked for additional discounts to "meet in the middle". We value our relationship with our customers above all else. We believe we were more than fair in the revised quote to change the job to the customer new specification. Discounting the job to our cost in an effort to alleviate any frustration the customer may have experienced from the confusion, seemed to be a fair and equitable solution. The job itself should be at least an additional $500-$600 dollars. The customer's willingness to "meet in middle" seems to indicate his understanding that the original quote for $1200.00 was not for the job as he has described but for the reduced height chimney. Although the customer originally decided not to accept the re-quote. We will stand by it. If the customer chooses to have the original work done (tear down damaged and rebuild to roof line) or have the re-quote work done (tear down damaged and rebuild to original height), we will stand by either quote. If the customer has any questions, please feel free to call our office and speak with our general manager, Scott *****, at XXX-XXX-XXXX. Initial Consumer Rebuttal /* (2000, 7, 2015/10/01) */ (The consumer indicated he/she ACCEPTED the response from the business.) I don't agree with what was stated. It was clearly understood that this was a chimney rebuild. However, I choose to move on and not hold any thing against the estimator.
Read Complaint Details
Complaint: Insurance work order to replace damaged fireplace. The contract states installation and re-drywall areal and finish to 3rd coat, then prime and paint.Existing mantel had to be replaced, so second order was placed for it. 50% of work order total was given for both jobs. They are now demanding payment for the first half of the job (balance due $2086.27) And I have explained, and sent pictures that the first order was never complete. They left it with one coat of tape and patch (not even sanded) and were supposed to return to complete as they said it needed to dry. This work began on January 27, 2015. Yesterday they sent the 2 workers back (whom I have no complaint with, they have been professional at all times). They did not have the mantel yet and were not prepared to complete the tile work and said they would have to wait to complete the patch work until the mantel was in place. They did also request payment for the first work order (per their management). I spoke again to Chris, the location manager via phone that evening and he wanted to know why I did not issue the final payment of $2086.27 and again I said because the work is FAR from complete! We are waiting again on the mantel piece which has a balance due of approx $543.00 That work order only states it is for the order and installation of Mantel (all other finish work is contained in the first work order discription). If this is how the Fireplace and Chimney Authority actually does business ie: demand payment for incomplete work orders I think it should be noted. I do have pictures, emails, and signed workorders to verify this issue.
Desired Settlement: I am only seeking notation of this issue with this business, as well as completion of the work. They have not denied me the completion of this work, just demanding payment for what is incomplete.
Contact Name and Title: ***** ******** - Sales
(The consumer indicated he/she DID NOT accept the response from the business.)
Business Response: We apologize for the delay in response. We stand by our first response. We completed all the work as contracted, and made several trips to the home to address any issues brought up by the customer. Our installers confirm the wall was finished to the 3rd coat, and if for some reason it was not, it should have been brought to their attention on one of the no charge visits to the home AFTER the work was completed. We will be more than happy to refund the customer's mother's credit card for the sake of her accounting, but the balance will be due as contracted from the customer. It should be noted that the customer's mother authorized the balance to be charged to her credit card. We are not willing to refund money or reverse charges after a job was completed when all contracted work was performed in a quality fashion. If there is unfinished work PLEASE allow us to revisit the job site. However, the wall and all other work is finished, and I do not believe it was done by anybody but our install crew, nor do I have any evidence suggesting otherwise. We have made every reasonable effort to satisfy this customer.
|10/16/2013||Problems with Product/Service|