Complaints

This profile includes complaints for Chimney Solutions's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Chimney Solutions

  1155 McFarland 400 Dr Alpharetta, GA 30004

  
• 

  Chimney Solutions

  31 Sioux Rd NE Cartersville, GA 30121-5072

  

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.

• Initial Complaint

  Date:06/27/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  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 May 15, 2025, Chimney Solutions performed a $1,200 repair at my home, sealing the chimney counter flashing to fix a persistent leak. I described where the water was entering, and expected a thorough inspection. However, attic access was never mentioned or checked, and no water test was offered at that timeboth of which were later acknowledged as missed steps by their own team.Their website states: Chimney leak resolution starts with an inspection, which will tell us where the leak is happening, how much damage has been done and the best way to resolve the issue. Unfortunately, this was not my experience. The initial visit failed to identify the true source of the leak, which turned out to be unrelated to the chimney entirely.I followed up with the company twice in writing, and after the June 13 follow-up visit, their technician confirmed that the leak had nothing to do with the chimney. While I appreciate that they waived the fee for the water test as a courtesy, the original repair did not address the actual issue and additional interior damage occurred during weeks of rain that followed.Given this misdiagnosisand the lack of a written response to my detailed emailsIm requesting a partial refund for the May 15 service. I feel this is a fair resolution considering the company did not fulfill its own stated standard of thorough inspection before repair. As a single woman managing this issue on my own, *** also felt dismissed and unsupported in the resolution process.I am asking for the BBBs help in obtaining a written response and a fair resolution to this matter.

  

  Business Response

  Date: 07/07/2025

  Ms. ******* we sincerely apologize for the miscommunication. We are happy to issue a partial refund for the chimney repairs we performed. We have already begun this process, so please keep an eye out for that refund to post on your end.

  Customer Answer

  Date: 07/07/2025

   
  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

  Date:01/16/2025

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  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.

  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

  Date: 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 Answer

  Date: 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

  Date:09/07/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  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.

  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

  Date: 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 Answer

  Date: 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

  Date:02/01/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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.

  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

  Date: 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
  ************