Complaints

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:04/08/2025

  Type:Sales and Advertising Issues
  Status:

  UnansweredMore 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.

  Had provided a credit card for a deposit of $250 on 2/12/25 to reserve the company to install a woodstove and outside piping. Had an estimate of $9250. Safe Chimney installed the woodstove, drilled a hole in the concrete and installed the pipe on 3/1/25. ***** had advised that the completed amount for the work was $11415.70. We had upgraded to a heavy snow deflector ($750) and wind cap ($345) on the day of service. We were charged $450 for a footing core cut, when previous phone conversations discussed the cut and we assumed were in the agreed installation cost. On March 1, 2025 a check was provided to ***** before leaving the property for $11415.70. After looking at the receipt provided on our email we did not see that we were given credit for the deposit and were charged for the hole cut. Eight phone call and text messages were made with no return calls to resolve this matter. We one occasion we were told a check would be mailed for the credit card deposit and have not received a check to date.

• Initial Complaint

  Date:02/21/2024

  Type:Product Issues
  Status:

  UnresolvedMore 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.

  Safer chimney owner ***** took our cash and never did the service. We have attempted email and phone calls. He will not answer. We can call from other peoples phones and they answer but the desk person is as far as we get. The last contact conversation was that the repair was going to cost too much due to price increases but he wont return our money

  Business Response

  Date: 05/09/2024

  Client had ordered custom parts -
  Knowing there was a long delay. We offered a full refund many of times. Client said , it was no rush even if it took a very long time. Due to covid , several of our customer builders went out of business or closed down. 
  We have had parts in our shop for well over 2 years. Unfortunately due to the lack of communication and being unable to install. We simple agreed on a refund to the client. Due to these odd circumstances and delivery issues. We have ceased all custom builds by this certain manufacturer. The headaches were to much and the loss of money too high. 
  
  The client and our company have moved on. 
  

  
  

  Customer Answer

  Date: 08/08/2024

  We made a complaint before and the owners response is incorrect. We are still attempting to be refunded our money. They continue to gaslight us. Promising a refund was mailed. The address they said they sent it to was not ours multiple times. Stated they were going to go up to their business in *********** and bring back a check August 1, 2024. Of course this was not done. They have all of our information. They are dishonest. They said they had partial order but was sent to ******. Never have they followed through.

  Business Response

  Date: 09/09/2024

  
   
  Good morning. I have been trying to respond to a client- ***** ******* but unable to get the link to work. I have also emailed the BBB with no response back. Can you please enter my response? The homeowner has repeatedly given our office the wrong address for a returned check. We have had to do stop payments 3 separate times. We just need a correct address.
  
  

  
  

  Customer Answer

  Date: 09/13/2024

  I have been contacting him continuously. 

  Hi *****, I am happy to pick up our refund check at your business since getting it via mail appears difficult.

  Regards

  ********* and ******* *******

  Customer Answer

  Date: 10/29/2024

  Hello, 
  As I called to report that we never received the refund payment. This is what they say. I did attempt to go to the addresses listed  on their website but they do not exist. Their email doesnt either. I went to **** (department of public licensing) and they gave me the same website email which does not exist. I have attempted to call and they dont return my calls. I am currently being treated for breast cancer so I am sorry for not responding on time for the last email. 
  

  
  

  Business Response

  Date: 11/04/2024

  Yes
  Their refund check has been sent. 
  

  
  

  Customer Answer

  Date: 11/05/2024

   
  Complaint: 21327599
  
  I am rejecting this response because each month the company states they have or are going to send a check and it has never been received. Calls have been made to the company to attempt to assure the check is going to the correct address or we would be happy to drive to their place of business to collect the check:
  
  Sincerely,
  
  ********* *******

  Customer Answer

  Date: 11/12/2024

  
  We just received another email from them that the check was returned. We have again sent out contact information. Of course we have not moved or returned mail. 
  We have also lodged complaints to the Attorney General and DOPL. 
  Thank you for your  help and information 
  ********* and ******* Johnson 

  Customer Answer

  Date: 12/02/2024

  
  
  Just to keep you updated. Nothing has happened. ***** called and left a voicemail to meet but wont answer return calls of where to meet. Also does not return texts or emails
  

  
  

• Initial Complaint

  Date:08/22/2023

  Type:Service or Repair 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.

  On August 23, 2022, I hired Safer Chimney to install a pipe/chimney for a new wood stove and replace a pipe in an old wood stove in my cabin in ************* (see estimate #****-1,). They finally came to install it on September 24th. The chimney on the new stove was done but not to our satisfaction. The roof has a low pitch, as stated in the estimate. They installed braces on the pipe which they said could withstand the snow in Garden Valley. We strongly disagreed and requested they install a snow-splitter/cricket. The work on the old stove couldn't be done so I have $255 credited to my account to be applied to the new wood stove chimney cricket/snow-splitter and longer pipe on the roof. An appointment was made to install the cricket for October but Safer Chimney did not show up any of the appointments made, one of which was a weather cancellation.Just before Christmas, we arrived at the cabin and the pipe was sheered off the roof and water had started leaking in the cabin. We contacted Safer Chimney several times and they never answered our calls. I went up on the roof and did a temporary cover to stop the leaking. In the meantime, the water damage in the cabin was building up, causing over $7,000 dollars of needed repairs (see CMH estimates). Finally in March they fixed the chimney box but did not install the cricket/snow-splitter as promised. Since March we have requested the cricket to be installed several more times. Safer Chimney has repeatedly made appointments and then never showed up or even called to cancel. The most recent was August 17th of 2023.Communication has been sparse and dishonest. There is always an excuse, like they are waiting for the item but it is due to arrive next week. In the beginning of 2023, we asked for the tax ID number, which they have yet to provide. We have also asked if the permit was pulled as stated in the estimate and when the inspection will be done. Again, they have yet to respond honestly to those questions.

  Business Response

  Date: 08/23/2023

  Wd do not warranty on snow damage. As we cannot be on every job after it is done to monitor snow loads. 
  We were in constant contact with ***** and decided to warranty the work because he was a nice guy. It had nothing to do with our work or install methods. We actually were out 4-5 times and could never get into the home. 
  ***** also wanted us to do some illegal work that we did NOT do and told him it was against code. We were back ordered on certain parts and when they arrived we did the install AT NO COST!

  The $225 he is referring to was never charged. We actually COMPED him $425 on the snow splitter. Unfortunately tge snow splitters have been back ordered and we are patiently waiting for them to arrive. The stove install was finished almost 5-6 months ago AT MY cost. 
  no money is owed, or work that needs completed that was paid. At this point, my company is down over $3300 in comps. Yet we still did all the work for free. Our office has always reached out and updated Sorin on install processes. 
  We are just waiting for the snow splitter, which was a FREE install. 

  Customer Answer

  Date: 08/29/2023

   
  Complaint: 20509702
  
  I am rejecting this response because:

  I did not ask Safer Chimney to do anything illegal and would not expect them to.

  As far as a warranty or lack-there-of, nothing was ever given in writing. A verbal, "this will hold" was what we received. Knowing ***** ******* can be brutal, there's no way metal straps would be enough. Being up front in the beginning and doing work that truly withstands weather would avoid these issues down the line. MANY appointments were no-show and no-call from their end.

  We were there for each appointment or made arrangements for Safer Chimney to enter. One year is a long time to wait for a job to be finished. I look forward to the snow splitter being installed and putting our differences aside.
  
  Sincerely,
  
  *******************************

• Initial Complaint

  Date:03/28/2023

  Type:Service or Repair 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.

  The fireplace installation in non-compliant with the 2018 IRC Code Section M1306.2.3 fireplace to close to wall, hearty is to small. Failed inspection.