Reviews

Review Details

• Review fromCindy Y

  Date: 01/23/2025

  1 star
  In November 2021 we hired Mr. ********************** Chimney Service to remodel and replace our gas fireplace system for $6000. The gas fireplace is currently not lighting due to a busted gas valve and control monitor. When we reached out to inquire about a warranty we were not provided with any support other than a mandatory service fee and no guarantee the product can be repaired or replaced. Additionally because we did not pay them a yearly service fee of $350 they can not take responsibility for the product or system. Very disappointed in the customer ********************** considering the amount of money spent on the project in 2021. Buyers beware apparently a new system only has a 3.5 year lifespan and unless you pay a yearly fee you will not receive any customer ********************** support.

  Mr. Smokestack Chimney Service, Inc

  Date: 01/25/2025

  Ms. ********** are absolutely correct that we installed your new gas logs on November 1, 2021 and returned the following day to perform your stone and mantle work. The gas log installation was $1750 with the finish work encompassing the remainder of your aforementioned total. We have not heard from you in these 3.5 years following the installation for any routine maintenance service. Had you had routine service, we may have been able to prevent any part failure with proper care. We also dont know how you came about your diagnosis since we have not serviced your logs since installation. There is no such part known as a control monitor so we'll assume you mean the control module. When you called the office to inquire about warranty, you were informed correctly by our CSR staff that it is likely that all part warranties have expired as most fireplaces and gas logs come with a 1 year manufacturers warranty regardless of whether it is a $1750 set of gas logs or a $30,000 fireplace which is defined in the owner's manual left with you at the time of installation. Most cars also only come with a 3 year warranty so were not quite sure of your expectation especially when we were not able to properly service your logs for 3.5 years. They informed you during that call that indeed a service appointment would be necessary for us to properly identify the issue and potentially get it resolved for you without knowing what that resolution would be unless we run diagnostics. We also promise our clients that if there are any issues within the first year that we will come out free of cost with no questions asked or financial obligation. The need for a service appointment is not unreasonable given the time frame that has passed since installation. We actually do pride ourselves in our customer ********************** and support but we can only honor what the manufacturer honors. Were very sorry that you're disappointed and dont strive for that goal. Were still willing to provide the aforementioned maintenance service if you do want the most experienced technicians in the area to help. Were sorry youre experiencing this problem but are still here to help if you desire. Thanks and take care. Sincerely,Mr. Smokestack Chimney Service

  Cindy Y

  Date: 03/06/2025

  We think your service fee of $350 for a $1750 product is overpriced. It is unfortunate that your response neither expresses to us genuine customer ********************** nor concern for the problem we experienced with a product you sold to us. Our expectation for customer ********************** includes authentic concern for a problem and reasonable actions to achieve an outcome for a reasonable price. After our discussion with you, we reached out directly to *********, the manufacturer of the fireplace insert. They not only provided us with outstanding problem solving consultation, but they also provided a diagnosis and repair. All of this from ********** and for far less than your service fee. We wonder why you could not have helped us in a similar manner.

• Review fromChristian C

  Date: 12/09/2024

  5 stars
  I had a different experience than the previous 2 reviewers. I recently had Mr ********************** install a wood burning insert. There were quite a few unforeseen challenges in the install however the company honored their original price. When there was an appointment scheduled they were onsite, every time.

  Mr. Smokestack Chimney Service, Inc

  Date: 12/11/2024

  *********, In our experience, clients usually only turn to the BBB when filing a complaint or voicing displeasure about the service they received so we sincerely appreciate you taking a moment to share your positive experience with us here. Without a doubt, we would like every job to go off without a hitch, however the reality is, that there will occasionally be some issues for us to deal with as a company which some are beyond our control. When this happens, we are quick to react for resolution as top priority just as we did with you, to provide a quick resolution for our clients. We can't thank you enough for pointing this out and wholeheartedly appreciate you taking a moment to do that. We're glad we could everything resolved and get you up and running with your new fireplace. We look forward to servicing it for you for many years to come and wish you and your family a very happy and healthy holiday season. Sincerely,Mr. Smokestack Chimney Service

• Review fromKaren D

  Date: 04/17/2024

  2 stars
  Falsified documentation. I was told and have it recorded that full service couldn't be completed and have to be halted due to birds nest out side on vent area. After he lit had a bad smell and advised not use. **** was going to document in report, got a copy of report and shows full service completed. Told going to charge full price regardless. Should have only been charged half if half service done. Consider theft, fraud. Since not able file BBB as usually check first and should have, it does suggest going labor complaint so will see on that.

  Mr. Smokestack Chimney Service, Inc

  Date: 04/19/2024

  This is not at all what transpired during this appointment. The client called us and scheduled a routine gas fireplace maintenance appointment which we arrived for on March 29, 2024. When ************** arrived, as usual he test fired the fireplace and immediately smelled something unusual so immediately shut the fireplace off and went outside to investigate the termination vent. That investigation found that there was a blue bird's nest with babies in the termination vent. They were just fine and chirping away. We informed the client that although they were not swifts which are a protected species, that we would still not remove them as our company views this as inhumane. We suggested to the homeowner that she wait for them to depart and then have us back out to complete her service. She found this unacceptable and proceeded to remove the birds nest herself so we could complete her service. ************** wanted no part of that process and waited for her to do so. Once removed, the service was completed in full including all diagnostics which our photos and report indicate. Our photos and report show all services and diagnostics being performed. There was no theft and no fraud of any kind as all services that were charged for were completed. 

• Review fromBryan L

  Date: 02/29/2024

  1 star
  I called their office to set up an appointment for someone to come and look at my very old chimney to quote capping it and tuck pointing the mortar. During my call I was never informed about any trip charge or fee. After they came to my house and looked at the chimney, the tech called me to let me know he had looked at it and what he thought needed done. He then tells me he will work up a quote and send to me and that first I would receive an invoice for $99 for his work that day. I told him no one had ever mentioned money Called the office the next day and confronted the same lady who set up the appointment and she assured me they always inform customers of the charge. Always didnt apply in my case. She NEVER did. Furthermore, no quote was sent over I suppose since I didnt pay the underhanded service fee. I will pay this $99 to avoid the aggravation but I will not use this company for repairs even if they were the cheapest of quotes I am collecting. This was no miscommunication but straight underhanded and deceptive business practice.