ComplaintsforChimney Works Inc.

• Initial Complaint

  01/08/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I called Chimeny Works & Rocky Mountain Stoves to service my gas fireplace in my condominium. They told me that the only person who worked with gas fireplaces was a guy named Cameron. He came to my condo on October 30, 2023 and said that a new part for the fireplace had to be ordered from the manufacturer. Over two monthes have gone by and the part never came in. I have tried calling them numerous times and left numerous messages and no on ever calls me back. They charged me 299.00 to have him come out and not be able to do anything to fix my fireplace. It was almost three hundred dollars for them to do absolutely nothing except come out and look at hte fireplace.

  

  Business response

  01/31/2024

  We have been in the process of contacting *** ****** directly.  After confirming specific details of her experience we have decided to issue a refund.  Unfortunately, incorrect paperwork was filed for her appointment and therefore was not processed correctly. 

  Customer response

  02/02/2024

  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. 
  
  Regards,
  
  ***** ******
  

• Initial Complaint

  05/18/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  They were hired to fix and install liner for a chimney fire. I was told it was custom-made to fit my chimney last April. I did not use the fireplace again until 12/22, it did not draft smoke was filling the house from the first fire on. I opened windows to try to create a draw. It continued in my house. what is filled with smoke every time I use my fireplace, which was a total of less than 10 times after the liner was installed. I called them , ****** who did the original assessment came out. He spoke with my boyfriend explain to him that the liner was the wrong size that custom fit did not necessarily mean custom, and when he measured it, (it did not take into account that they were knocking out all the clay pipe or ceramic tile. Whatever it is, that was in there before to allow for that.) so the install the liner that is way too small for my fireplace so my fireplace has been unusable, still. I ask for them to fix it, and have my 1,000. deductible refunded . They said they had had a fix for it. I told him if they did not fix it I would contact the insurance company liberty mutual that paid them at 9500 and have them file suit for accepting monies and not fixing what they were paid to fix . to this date Chimney Works not taken action. if they do not , I will be filing a claim with liberty mutual for fraud . as of now, my chimney is still inoperable, a health hazard from fumes , leads to chimney fires with improper fitted liner . I was willing to accept the fact that they had something to make it work , not replace entire system , which they say they can’t .I just wanted my deductible returned for year that my fireplace has not been usable .. so far they have not been receptive and every time we try to contact them the bosses are out of town on vacation. Immediate action needs to be taken because I am putting my house on the market. I do not want my new owners to have to deal with this . Thank you

  

  Business response

  06/05/2023

  We have been in direct contact with *******.  After looking closer at the liner that was installed, and the available sizes, it became clear that the current liner is the largest one that can be used in *******'s system.  After discussing the options they allowed us to correct the drafting issue by installing an additional smoke shield.  Draft was tested after the installation and everything appears to be working correctly.  In the end, both parties were able to come to a resolution that involved compromise on both sides.  

  Customer response

  06/14/2023

  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. 
  
  Regards,
  
  ******* ****
  

• Initial Complaint

  10/05/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  December of last year we purchased a gas log insert from Chimney Works. We paid 2475.98 for it We used it several times at the end of last year and January. Just recently we tried turning it on and it will not ignite. This unit is warrantied. We called Chimney Works and was told that they do not have anyone that can come out to look at it due to their gas person leaving and not having anyone. They are hoping that they may have someone in February. We even asked if they had any other suggestions for us on whom we could call and they said no. This is ridiculous that we will not be able to use something we paid so much for, especially since it was just installed the end of last winter. We will more than likely have to call another company to come to look at it and pay for it.

  

  Business response

  12/01/2022

  I called ******* a day or two after she filed the complaint.  I apologized that our gas technician quit on us.  While talking with her, I asked if she would be open to having one of our more experienced guys (he has been with us for about 18yrs) to come out and have a look at it.  I told her that this is not his area of expertise nor does he have a gas techinician's certification.   She agreed and Tom went out on 10/12.  He called the manufacturers' tech line and together they determined a part was bad.  The manufacturer sent the part under warranty.  Tom went back to ********* house on 11/23 to install it.  It appears to be working properly now.
  

  
  

  Customer response

  12/01/2022

  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. 

  I would like to add just a couple of points for the company to consider in future customer service interactions.

  ** On my very first call to the company, when I was told the gas technician quit, the very first thing I requested from the person on the phone was for a non-gas technician to come to the house.  I stated that I had no idea if it was a gas problem or not, since the igniter was not even working.  And could they please send ANY technician to just look at the fireplace since I had just had it installed in February and used it only a handful of times.  The person on the phone would not let me finish my sentences.  She kept interrupting me telling me there was no technician available until February.  She refused to send anyone and would not give me the names of any other fireplace companies who might be able to assist.  And so when the business called me back and offered for Tom to come out, I immediately said yes since that's what I requested during my initial call.

  **Tom was great.  He absolutely figured out the issue and tried several things. I was so impressed with his knowledge.

  **I had to call the company 3 or 4 times to see if the part Tom ordered had arrived.  After my third or 4th call, I was told they were going to call the manufacturer to find out the ETA of the part was.  About 6 or 7 minutes after that last call, I received a call saying "you know what?  The truck just came in and your part was on it.  Tom can come and install it".  When Tom was at my house he said "did you know they tried to call you several times to let you know the part was in and ready to be installed?  They could never get a hold of you."  I can say that I did not receive a call on my cell phone or home phone about this, because I would have scheduled Tom to come back as soon as possible.  Apparently the part was sitting on the shelf for quite some time even when I had called previously.  

  And so, I am glad that the part came in and am thrilled Tom could install it.  I am grateful to him and his amazing attitude.  
  
  Regards,
  
  ******* ******
  

• Initial Complaint

  11/01/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Do not use this company! The moment you sign the contract with them, all communication goes out the window. Here’s my timeline of events: Sept 30th: signed the contract to have them fix my chimney. Sales rep (Ben) said that the office would call “in a couple days” to set up the appointment. Oct 14: Still hadn’t heard from the office to schedule appointment, so I call them. They claim I was on their list of customers to call but hadn’t gotten around to me yet. Appointment was made for Oct. 19 between 9am-10am Oct 19: No one shows up by 10:30am, so I call the office. I was told (by Carla) that the technician’s truck broke down and they weren’t sure when they would be able to get to me. I asked why I hadn’t been notified since my appointment window was between 9am-10am, and I was told that they don’t notify customers when technicians are running late. I needed to leave for work, so I asked to reschedule for another day, and was told that they were completely booked until next Spring. I then emailed the sales rep (Ben) and asked to cancel my contract because I was not going to wait until the Spring to have the work done. Ben was very unhappy and said that the office rep (Carla) lied to me, and that they have appointments available for the following week. He said that he would reach out to the service manager and either get another service technician to do the job that day or schedule me a future appointment ASAP. I had no further communications with them on that day, but when I got home from work there was an invoice on my door and duct taped plywood around my chimney. Nov 1: After no communications for nearly two weeks I called the office again to see when they would be finishing the job. They claim I am on the schedule for tomorrow. **I have asked multiple times to speak to a manager, but they are always “out of the office and will call me back”, but never do. I have never seen or spoke to the technician that has done the work on my chimney.

  

  Business response

  11/10/2021

  I apologize we were not able to serve the customer well in this regard.  I wish I were able to recount how the customer treated the front desk staff but I regret to say that the words are way too vulgar to repeat here.  During the busy season in this industry, unfortunately, some things fall through the cracks.  Thankfully, out of the 20 years of business and serving over 50,000 customers, this doesn't happen very often.  We have also taken further action by recently hiring an office manager that will help improve customer relations, job flow and communications.

  I regret that Mr. Aguirre had a bad experience with us.  But I believe we are in a much stronger position to serve our customers better moving forward.

  Customer response

  11/11/2021

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, reasons for rejection are included below.

  I used no vulgar language with any member of their staff, they are merely trying to rationalize their poor communication skills and attack my character, which is more reason why this company should be avoided.
  it doesn’t matter why they’ve done for 20 years, what matters is how they treat their customers today, and that is with a complete lack of respect.  
  through my multiple requests to speak to a manager, no one has contacted me. 
  I understand that things fall through the cracks, but every part of my experience with them seemed to “fall through the cracks”, from no communication, to trying to schedule me 6 months out. 
  they did not address their staff member lying to me about the schedule. 
  No resolution was suggested by the company, they are basically saying “things happens we’ll try to be better in the future.” 
  
  Regards,
  
  ****** *******
  

  Customer response

  11/29/2021

  There are a few different resolutions that I could see happening. 
  1. A personal apology from a higher up in the company, like the owner or district manager. Before I contacted the BBB, I called the office three separate times to speak to a manager and was always told that they were out of the office and would call me back, so I do not want an apology from a regular staff member. I would like an apology from someone higher up so that I can also explain to that person what has happened so that they are aware. ###-###-####

  2. To have the office member Carla be fired, since she was the one who lied to me. Keep in mind it’s not me calling her a liar, it was another staff member who said that Carla lied to my face.

  
  3. A partial refund of the money that I paid for the service. This whole thing has been ridiculous and has taken quite a bit of my time and energy. On a $5,000+ job I don’t think it’s crazy to ask for a 10% refund for all I have had to go through with this company. 
  -I’m not asking for all of this, any of these options or a combination would suffice for me. 

• Initial Complaint

  10/20/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  10/11/2021: My husband and I contracted Chimney Works to sweep and inspect our wood-burning fireplace insert for annual maintenance as required by our fireplace warranty. We had the same service done by Chimney Works in 2020. Technician Ben S. swept and inspected the chimney, identifying several code violations that were not reported to us the previous year. (Previous report by Chad N. specifically says the fireplace DOES meet code.) The report says "do not use until repaired" but Chimney Works is declining to complete the repairs. I contacted the office twice and was told the manager, Jake, would call me Friday Oct 15. He has not contacted me. We are now stuck, unable to use our equipment and needing to hire a third party to verify which of their reports is correct and whether additional damage was caused by using the fireplace for a year after the failure to report issues. We would like Chimney Works to refund us for both services, $341.53.

  

  Business response

  11/05/2021

  After reviewing the two reports (see attached), I see that in 2020 the system passed inspection but does not pass inspection in 2121.  There are some aspects of the install that can not be verified by a visual inspection.  If there are parts of a system that can not be verified by a visual inspection then we don't pass the system and recommend that it be dismantled (called a Level 3 inspection) or not used until repaired.  In order for Chimney Works to verify the questionable aspects of the install we would have to remove the liner from the chimney to inspect then we would either reinstall the liner, if it was deemed to be in acceptable condition, with insulation or install a new liner.  If the integrity of the liner was compromised then a new liner would be installed.  Due to access we would have to perform the work from a lift truck.  In total the project would have an estimated cost of $3500 to $4300.  OR as suggested in the second report we recommend that the customer merely contact the company that performed the original install to verify the aspects of that install that we can not verify without the aforementioned cost.  

  
  I understand the customer has a unit that we recommend not using until the questionable areas are verified or repaired if found deficient.  That can be very upsetting.  In my opinion the easiest way to resolve the areas of concern would be to contact the company that did the original install.  Is there reason for not contacting the company who did the original install?

  
  The customer hired us to perform cleanings and inspections.  That is what Chimney Works provided.  The request for a refund is both confusing and unfounded.

  Customer response

  11/15/2021

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, reasons for rejection are included below.

   

  The report provided does not indicate that we should consult the original installer to "verify" anything. It says that ChimneyWorks is declining future service and that we should ask the original company to do future work. Moreover, the reason we requested a refund is that ChimneyWorks technicians performed the same exact service the same exact way -- nothing was done differently -- and came to two totally different conclusions. Nothing was changed in the fireplace or the insert from one service to the next, so there is no logical reason for one inspection to pass and the other to fail. ChimneyWorks' has not provided a reliable or trustworthy service, which is why we have requested the refunds. Moreover, their inconsistencies have cost us time, energy, and more money as we have had to deal with a largely unresponsive/uncooperative manager. It took more than two weeks to get a callback, which happened at an inconvenient time, and he was unwilling to call me again (hasn't happened yet). Given that we can't get them on the phone to do a follow-up, we are having to seek additional opinions on the fireplace. Refunds for both services are justified.  

  
  Regards,
  
  ****** **************
  

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩