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Business Profile

Chimney Cleaning

Tahoe Chimney & Fireplace
BBB accredited business seal
BBB Accredited BusinessA+Rated by BBB

Complaints

This profile includes complaints for Tahoe Chimney & Fireplace's headquarters and its corporate-owned locations. To view all corporate locations, see

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Tahoe Chimney & Fireplace has 2 locations, listed below.

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    Customer Complaints Summary

    • 1 complaint in the last 3 years.
    • 0 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    The complaint text that is displayed might not represent all complaints filed with BBB. 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.

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    • Initial Complaint

      Date:10/09/2023

      Type:Service or Repair Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      On 8/15/2023 I left a voicemail for Tahoe Fireplace and Chimney requesting a glue inspection. ***** from the company texted me in response and said they could do the flue inspection and it would cost $175. We then began texting to set a date for the service (Sept 2023). A technician came to my property and inspected my gas fireplace insert. As far as I can tell from the report they did not inspect the flue. This was the one thing a specifically asked for. They made mistake not completing the inspection and absolutely refuse to make it right or dismiss the bill. I have tried for a month to resolve the issue with them directly and they have not even given the courtesy of calling me back. I have received Well get back to you soon text responses, but they never call. They do keep sending the bill for a service that they did not complete. I asked for an inspection of my chimney flue which should have been completed in either of their inspection packages and I asked for very specifically. When I received the bill and report (no checklist or narrative, only pictures of my gas insert), there was no mention or pictures of the flue. I dont know if the technician didnt inspect it or if they did and didnt document it because no one from Tahoe Fireplace and Chimney would return my messages. So now, Im stuck hiring another company for the inspection and dealing with the bill they keep sending despite not providing the service I ask for.

      Business Response

      Date: 11/01/2023

      The statements made in the complaint are untrue. I have email proof that we sent both the report and photos taken during the inspection and explanation of what was found with the flue. This person received an email from us 24 hrs after the service that took place on 9/12 and 2 more emails over the next 3 weeks (not a month). we are in the middle of the busy season so things take time especially during flu season as well when most of our staff gets sick.  They then posted and angry review online stating the same falseness. I responded that if they are unhappy with our speed of operation then I will cancel their invoice, so there is no bill to speak of. So we are not sending them a bill because it doesn't exist although we DID provide the service.


      Thank You Very Much!
      *******

      BUSY SEASON: Dear Tahoe Customer, 
      Please note that we have already exited the optimal time for fireplace and chimney maintenance. We have entered into the busiest part of the year for us, so as we strive to serve all of our Tahoe clients in a timely manner, please expect delays, last minute scheduling changes, and other logistical and weather complications. Covid-19 related material shortages and production delays will also be putting a strain on our ability to follow the perfect schedule. We appreciate your understanding and patience.
      *******

      Tahoe Chimney & Fireplace

      ***********************|CSL#****** NVL#*******
      Tahoe Chimney & Fireplace
      P.O. Box **** *******, CA96162
      **************| Fax **************


      Business Response

      Date: 11/02/2023

      Dear *********************. I am sorry that the speed or quiality of our operations did not meet your expectations. Please know that the invoice has been deleted and we condiser that the service and expertise we delivered to you was at no charge.

      Thank You Very Much!
      *******

      BUSY SEASON: Dear Tahoe Customer, 
      Please note that we have already exited the optimal time for fireplace and chimney maintenance. We have entered into the busiest part of the year for us, so as we strive to serve all of our Tahoe clients in a timely manner, please expect delays, last minute scheduling changes, and other logistical and weather complications. Covid-19 related material shortages and production delays will also be putting a strain on our ability to follow the perfect schedule. We appreciate your understanding and patience.
      *******

      Tahoe Chimney & Fireplace

      ***********************|CSL#****** NVL#*******
      Tahoe Chimney & Fireplace
      P.O. Box **** *******, CA96162
      **************| Fax **************


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