Complaints

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

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  Fireplace & Chimney Authority

  120 E. Lake St. Elmhurst, IL 60126-2012

  
• 

  Fireplace & Chimney Authority

  1702 Ogden Ave Lisle, IL 60532-1230

  

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:12/03/2024

  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.

  I placed a deposit for a fireplace in June of 2023. The custom wall panel for the fireplace was ordered in July and has yet to be fully installed. The fireplace has been measured at least 4 times to determine the tile sizes needed for the wall panel . Workers have been to my home for installation of the wall panel on at least 3 occasions. However, they have never been equipped with the correct parts. Furthermore, there is no continuity as it relates to service (e.g, handoff, or notes made so the the workers know what to expect and to address when they arrive on the job). Shelving and tile pieces have been the wrong size and/or pattern at each installation attempt. Tape has been placed in an area on the front side of the fireplace to mask an ill-fitted area. Additionally, tiles along the front of the fireplace popped out of alignment when the television was installed. Also, I consented to have some of shelves mounted (despite the fact that they were not those that were purchased), because I needed the space. The shelves were mounted in a staggered pattern on one side and aligned one under the other on the other side of the fireplace. Finally, customer communication has been inadequate. For example, in 2023, the surround was selected and a deposit was made in July. I hadn't heard anything by November so I called my representative. Installation was reattempted the end of December, 2023. In August of this year, I was told that replacement pieces would arrive in 4 weeks. It is now December and I have not received a phone call or text.

  

  Business Response

  Date: 12/20/2024

  To ** *** *** ***** and the BBB,

  
  It is regrettable that you feel your experience with the Fireplace & Chimney Authority has been less than stellar.  We prefer that all of our customers come away with a good experience when dealing with the Fireplace & Chimney *********************** that end, we strive to make all service, product recommendations, and/or product issues clear, either at initial contact or when provided by the manufacturer.
  Based on your discussion with our fireplace pro ********** a fireplace and a custom wall were planned for this project. Since these items were designed to work in conjunction with each other, it requires a completed project for all items to appear finished and acceptable.
  

  We affirm that the original custom wall provided by the manufacturer contained errors and was not correct for the project. At that time, ***** worked with you and the manufacturer to address all the problems and get the replacement wall into production.
  

  Then, Hurricane ****** happened.
  

  The manufacturer of the custom wall, ***************, was significantly affected by ****** and has just recently been able to reopen their facility for production. It has been an uphill battle for them, and we all certainly can understand the problems faced with such a daunting task.
  

  We have multiple documented texts and calls between ***** and yourself from August through December this year, so we are at a loss when your comments state there has been no communication. In fact, just prior to the BBB complaint, ***** had texted and had phone calls with you on Thursday 12/12 and Friday 12/13.
  

  He has also been in contact this week to review all the issues and discuss the resolutions and the time frames. We are doing our best to keep you informed as we acquire information. We regret all the problems that have arisen with this project, and we will certainly do our best to resolve all of them in as timely a manner as possible.
  

  If you would care to discuss this situation further, please contact our General Manager at ************. He would be happy to speak with you.
  

   

  Sincerely,
  The Fireplace & Chimney Authority Team

  Customer Answer

  Date: 01/03/2025

   
  Complaint: 22633829
  
  I am rejecting this response because: I will address the response issued by Fireplace and Chimney Authority.
  1. The errors that existed after the first install remain unresolved, despite the fact that the fireplace has been measured 4 times for tile placement. Errors have just been masked, so that they are less apparent. This is an example.
  
  2. This is the first time I have heard anything about the hurricane as it relates to the job. Hurricane ****** occurred late September 2024. The original measurements for the wall panels were obtained July 2023. So, yes this hurricane may have impacted the ability to complete the project at this point. However, I would have expected the fireplace to have already been completed before the hurricane.
  
  3. My text/emails support 3 and 4 month intervals between communications. The calls/texts  referenced by the company came the day after my complaint to the BBB was made. My representative wanted to obtain more measurements. He also wanted to confirm the shelf sizes. I sent him a copy of the estimate that he sent me.
  These are examples of gaps in communication.
  
  I sent an email to the company expressing my concerns and discontent in January. I received no response from the company. Furthermore, communication within the company continues to be an issue. Installers arrive unprepared. They dont have designated tiles pieces to complete the project, otherwise they wouldnt keep bringing the wrong shelves. They arrive and attempt to find the necessary pieces to no avail. If continuity of care/service or an appropriate handoff existed, it could have potentially saved the company and myself wasted time.
  
  This project has been an inconvenience as it relates to my time and my personal space. My television sat in a box for more than a year before being mounted. The articles to be placed on the shelves have remained in boxes for a year and a half. Also, this installation has and continues to delay additional home improvement projects.
  

  
  

  
  
  Sincerely,
  
  ** *** *** *****

  

  Business Response

  Date: 01/21/2025

  Dear BBB / Ms. *************** continue to diligently work with the manufacturer and the customer to make this right. After multiple delays and errors in manufacturing, the product is at our facility and able to be installed. We have reached out to the customer with an offer to install the day after we received the product but Ms. ****** schedule did not allow for that to occur. Our representative has rescheduled the job completion for 01/28/2025 and we expect this matter to be resolved at that time.

  Sincerely,

  The Fireplace & Chimney Authority Team

  Customer Answer

  Date: 01/23/2025

   
  Complaint: 22633829
  
  I am rejecting this response because:
  The response makes no mention of compensation for obvious and/or previously expressed inconveniences.
  It would be wonderful if the job was completed during the next service visit. However, I find it difficult to be optimistic based on past experiences.
  
  Sincerely,
  ** *** *** *****

• Initial Complaint

  Date:03/22/2024

  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.

  At 1 pm Thursday, March 21, 2024, I paid Elmhurst Fireplace and Chimney Authority technician $299.00 to come to my home to clean and check gas fireplace, whose pilot was lit, flames wouldn't go on. A lever pushed completely to the right activates the flames. No longer; lever changed to only move halfway, entire back of fireplace was changed from all black to gray, black, worn looking, with screws now showing. Fireplace was lit as tech left, so I hadn't noticed the totally different look I did not ask for. Just wanted flames. Fireplace not working correctly, a safety concern; makes a noise I never heard before after lit for ***** minutes. I called FCA and spoke to *****, who said part could be ordered, but it wouldn't be Friday, and she'd also confused me with another customer. Maybe Monday March 25th they will get back to me with estimate of possible part and labor. I want my fireplace to look as it did before with back the same as it was: black, not distorted and gray, That should come before I would agree to any new part: return to condition it was in, or offer refund so I can research another company for help. I'd dealt with the *****, ** location before with good luck, thought that was whom I was contacting (same business name). Would like to ask the experience level of polite, nice tech, why the back was changed to gray, worn, screws showing, ugly. Need gas fireplace safe to use: is it, as serviced? Not confident; flames go out, new single noise. I've known this fireplace for decades; it was silent.

  

  Business Response

  Date: 04/10/2024

  On March 21st at around 9:00 AM, Fireplace & Chimney Authority received a call from ***************** stating that her fireplace had a pilot but would not turn on(ignite). Customer was offered a cleaning and inspection to determine the cause and possible solution to the problem being experienced.

  
  In an effort to assist the customer, our scheduling department was able to insert her job into one of the technicians schedule the same day. Our licensed and certified technician arrived to find a late model Majestic Gasilator fireplace with significant build-up of soot and dirt in the firebox, on the burner assembly and the single log in the unit.
  

  A thorough cleaning was performed, and a considerable amount of soot was removed from the rear of the firebox, the pilot assembly as well as the burner tube. At that point,a test fire was initiated, and it was determined that a portion of the microswitch was loose as a result of age and use. The fireplace was returned to a safe, working order by modifying the existing microswitch resulting in a slightly different procedure for igniting the flames. The ignition lever has a shorter travel.
  

  The Fireplace & Chimney Authority followed all industry standards in cleaning,inspecting and making the fireplace safe to use per the customers original request. A recommendation was made to replace the microswitch if the problem persisted or reoccurred.
  

  The change in color is a result of removing the significant build-up of dirt and soot and seeing the original aged paint from the manufacturer. The difference in ignition operation is a result of making the fireplace safe. The sound is most likely a result of hearing the full flame operating rather than the restricted flow of a fouled burner pipe.
  

  During the follow-up call, the customer was reminded that the technician recommended the microswitch replacement and that it would have to be ordered from the manufacturer if she wished to move forward with that service call. There was no mention of the appearance of the firebox during the service call. Outside of replacing the years of soot build-up, it cannot be made to look as it did prior to the cleaning. However, there may be something that could be done cosmetically if there are any options approved by the manufacturer. Cosmetic changes are not guaranteed.
  

  It is regrettable that the customer is not happy with the resulting look of this aged fireplace after the service requested was performed. As always, our general manager, *********************, is available to discuss it further if desired.

  Customer Answer

  Date: 04/11/2024

   
  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. I wasn't the original owner of home and fireplace, and as long as it went on reliably, as needed, which it did, I contentedly saw the flames, am no expert on soot.  While the switch was altered because older fireplace parts may be unavailable, the fireplace goes on now since the courteous tech was here. Thank you.   
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:12/18/2023

  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.

  Complaint against Fireplace Chimney Authority #******.I called seeking an estimate and more information on a ***** fireplace door set for my wood burning masonry fireplace on Dec. 6, 2023. I called their *****, **. location and ended up speaking with sales manager ***. I told him I was considering buying a ***** fireplace door. I explained that I wanted to know pricing, had questions about differences between models, glass types, etc. So he decided to type a quote for Bar Iron set of doors with bi-folding glass (glass TBD) Color (TBD), Mesh screen, Damper Assembly, Masonry, Inside Fit, Approx 41" x ****" rough opening. Subtotal =$3,237 Total = $3,429.50 (Keep in mind I have no idea of how ***'s fireplace door estimate is going to look in my home. I don't even know if I want Bar Iron as the frame or if I want bi-fold glass, but that's how *** wrote the estimate.) I was told a salesperson needs to come out and measure the opening. I wanted a person to explain it all to me and get me a ***** fireplace door that made sense for me an my family. In order to get a sales person out to my home to measure the opening , talk to me and sell to me a ***** Fire Door set, I would need to put down 50%. I said ok. On December 7, bank statement shows a $1,720 purchase from them.FCA. They charged my credit card as a PURCHASE! I don't even know if I am buying it yet, I need to know the bottom line price when salesperson arrives!Dec. 15 the salesperson arrives gives me some pricing, answers questions, measures fireplace opening, and leaves. I decide it's all too expensive so I called *** on December 16 at 2:15 pm. I asked about more pricing, and it was the first time *** from FCA told me about a $150 measuring fee. This was the day AFTER the salesman left my home. I emailed them to cancel my ESTIMATE and they said they are charging me a $150 fee.My complaint is to not have to pay a bogus $150 fee.

  

  Business Response

  Date: 01/04/2024

  BBB ******* ***** *********** ***** ******************
  *****************************************
  *******, ** 60601
  RE: Case ID ********
  
  After reviewing all phone calls and communications between the consumer and The Fireplace ***** Chimney Authority, the following observations were found to be true.
  

  ~Customer telephoned the **** Lisle facility on 12/06/2023 requesting a quote for a custom fireplace door.
  ~After repeated attempts to convince the customer that custom orders items would be better determined with a visit to the showroom, an estimate was requested and provided for the most cost-effective solution with the understanding that:
       -A service call to the home would be required to get accurate measurements.
       -A 50% deposit would be required to schedule the service call.
  ~Customer agreed to a 50% deposit to be placed on his credit card and provided the number to facilitate that charge.
  ~A service call was scheduled for 12/16/2023 to perform the required measurements.
  ~During the service call, the consumer requested multiple options and upgrades to the original estimate and those changes were all provided on 12/16/2023.
  ~Upon receiving the updated estimates, the consumer claimed that our project manager was attempting to price *****, inflate prices, etc. to the point of contacting the manufacturer of the custom fireplace door in an attempt to obtain their MSRP on the products selected.
  ~On 12/18/2023, customer emailed to cancel the order based on his pretense of overcharging.
  ~At the time of cancellation, the customer was informed that his agreed upon deposit would be refunded less the standard fee for services rendered on 12/16/2023 as described in the call of 12/06/2023.
  

  Upon receiving notification of the complaint filed through the BBB, the management staff paused any further processing of the refund until such time that a thorough review of the situation could be completed. Although the fee had been discussed on 12/06/2023, management decided that, regardless of the **** sales team members attempt to focus the conversation, due to the disjointed nature of the interaction it was quite possible that the customer did not fully understand the ramifications of cancelling the proposed job after the service performed at the residence.
  

  The management staff and team of The Fireplace ***** Chimney Authority maintain that all information was provided to the customer so that an informed decision could be made regarding approval and payment for the order in question. However, in the spirit of community goodwill, a full refund of $1720.00 was issued on 12/30/2023 and mailed to the customer at the service address.
  
  Sincerely,
  The Fireplace ***** Chimney Authority

  Customer Answer

  Date: 01/08/2024

   
  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:01/03/2023

  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.

  I purchased an electrical chimney from Fireplace Chimney Authority in ***** ** on Nov 22,2022. A week later, ************, the sales person called me informing me that the chimney does not come with logs! I responded why he did not tell me at the time of my purchase. His response was that another buyer with the same product, contacted him, alerting him. The store had no notice on display to the public notifying about it. When my Contractor finished the framing and running electric and water lines, he installed the unit and... It did not work! I contacted ************, his response was to contact the manufacturer! I did. After sending pictures of the wiring and unit, manufacturer assessed the problem and agreed to send a electrical board but they wanted me to install it. I said no, because I have no idea and I am afraid that they could claim that if it does not work it is because I din not do it correctly and my warranty might not cover it. I am still waiting for the technician, phone call or email from either Store or Manufacturer. At this point I want a total new working condition unit or return their product. Compensate monetarily my contractor for his job, he is charging me regardless, and pay for the work he has to go thru in order to install another chimney. Plus, I was not given a return policy at the time of the purchase neither is written on my receipt!! I really need your assistance on this matter. My holidays turned into nightmares. ********************************* ************

  

  Business Response

  Date: 01/17/2023

  To ********************************* and the BBB,

  
  It is regrettable that you feel your experience with the Fireplace & Chimney Authority has been less than stellar.  We prefer that all of our customers come away with a good experience when dealing with the Fireplace & Chimney Authority. To that end, we strive to make all service and or product recommendations clear, either at initial contact or when providing a quote for service to be done. Based on your discussion with *** in our Lisle store, a 40" Opti-myst Pro **** Built in Electric Firebox and subsequent log set were recommended and purchased. One of the hallmarks of our success for over ************************************************************************** our power to make things right if they go astray. 
  To that end, upon being informed of the problem once your fireplace had been installed, our staff immediately began the process of correcting the issue. Although we can certainly understand your desire to have the unit ripped out and replaced, manufacturers require us to facilitate service in the home under warranty. This can include simply sending replacement parts, diagnosing electrical issues or having a service technician from our staff or the manufacturers staff do an onsite repair.
  Regrettably, it appears you misunderstood Toms comment that the replacement part would be shipped to mean you would have to install it. That is not the case. We are a bit confused by your comment stating there was no communication. Since we have documented numerous telephone calls and emails between yourself and out Lisle store as well as many conversations with the Dimplex technician.
  Prior to your reaching out to the BBB, it was determined that a replacement part would be sent directly to your home and a Dimplex certified technician would schedule a service call to install said part. It is unfortunate if your understanding of the events was not clear. We understand that you had hoped that the unit would be completely uninstalled, and a new unit installed. However, just as you would not remove a furnace, air conditioner, or a water heater for a minor repair, the best course of action to bring your unit up to like new and operable condition is to replace the minor control board determined to be the issue.

  
  If you would care to discuss this situation further, please contact our General Manager (*********************) at ************. He would be happy to speak with you.

  
  Sincerely, 
  The Fireplace & Chimney Authority Team
  

  
  

  Customer Answer

  Date: 01/18/2023

   
  Complaint: 18676111
  
  I am rejecting this response because: The purchase store and the Manufacturer Dimplex are just bouncing the ball between themselves!!  Now, it appears that I am the guilty party.  I am not in the retailer business. Therefore, I have no idea  what is the protocol or steps to take in order to resolve this issue.  All I know is that Dimplex rep in one of its emails mentioned that if I wanted a new unit, I had to contact the store where I purchased the unit.   I do not understand why ************ had me contact the manufacturer the moment that I expressed my desire to obtain a new unit instead.   I bought it from the chimney place and and expect  Chimney store to replace this unacceptable unit.   In regards the logs, it boggles my mind in how Mr. ********** dare to  lie in order to protect his job.   Can ************ explain why I got upset when he called me to let me know about logs not been included in the price neither advertised or were told at the time of purchase.   I was expecting a more ethical responsible handlining of the situation.  I'd like the owner and his family of this place to go trough out the experience my family and I went though.  
  Sincerely,
  
  *********************************

  

  Business Response

  Date: 01/26/2023

  To ********************************* and the BBB,

  
  The decision to purchase the unit without installation greatly reduces the liability Fireplace & Chimney Authority, **** accepts when there is an issue with the product. As with all major appliances, there is a manufacturer warranty on the item and although we may facilitate the execution of that warranty as a convenience to our customer, we must adhere to the procedures as dictated in said warranty.
  From the point of being informed of the problem faced by ********************* (after an installer of his choosing completed the installation of the unit in question), we have been responsive and accommodating while adhering to the warranty process of the manufacturer. We have facilitated a conversation between the customer and the manufacturer in an effort to correct the issue(s)being faced. The manufacturer has sent a certified technician to the home and FPCA has been involved in every aspect of this process while dealing with a customer that at times has been rude and disrespectful of representatives from both the manufacturer and our company.
  It has been determined that a new unit will be supplied to the customer upon return of the defective unit to our *****, ** store location.However, the customer is now making unreasonable demands regarding the exchange and subsequent reinstallation of the replacement unit. However, the offer will remain for a limited time. If the customer chooses to ignore or reject the offer, we will have no other recourse than to consider this issue closed.
  Fireplace & Chimney Authority, **** and Dimplex, a **** Dimplex *** Company stand by their response to the situation and the steps taken to assess the issues with the product. We ask that the Better Business Bureau consider the matter unfounded and closed.
  
  Sincerely,
  The Fireplace & Chimney Authority, ****

  Customer Answer

  Date: 01/30/2023

   
  Complaint: 18676111
  
  I am rejecting this response because: FCA is portraying now as the guilty party.  I will not engage into its provocative words.  All I want is to get a new unit installed by Either, the manufacturer or the store.  The reason that I'd like them to install the unit is: In the event that the unit does not work once installed (by installing, I refer to the simple process of plugging in the unit into an electrical outlet) by my contractor, FCA might claim that the unit was in working condition when it was Picked up by me or the contractor damaged the unit while installing it. Plus, I am incurring into extra expenses. My contractor charges me for coming back to redo the installation.  FCA refused to cover the extra fees to my contractor. So, I asked them to install the unit instead.  FCA wanted me to pay for their installation!  Respectfully, ********************************** 
  
  Sincerely,
  
  *********************************

  

  Business Response

  Date: 02/06/2023

  Dear BBB,
  

   RE: Case ID ********
  
  The Fireplace & Chimney Authority has responded to this case previously. We stand by that response and consider this case closed.
  
  Sincerely,
  The Fireplace & Chimney Authority Team

  Customer Answer

  Date: 02/14/2023

   
  Complaint: 18676111
  
  I am rejecting this response because: Attached are pictures that shows the way my living room looks for the last two months!  Judge by the chain of events: The store refuses to send its installation team to install the new unit. Store makes me spend more money, paying my contractor to take off the wall the inoperable unit. Store makes me to deliver the damaged unit to them, in order to pick up a replacement.  Now. IF the new unit is in working conditions, I have to pay to my contractor to install it again.  It is really frustrating and irritating that this business in particular dictates what to do without any regards to the affected customer.  They do it because they know that They are not regulated with more scrutiny by a government agency as other business.  Now, if BBB or anybody else thinks that the way this store handled this situation was the appropriate way.  Then, It is me who is wrong!
  
  Sincerely,
  
  *********************************

  

  Business Response

  Date: 02/16/2023

  Dear BBB,

  
  RE: Case ID ********

  We stand by our last response, and have nothing further to add.  

• Initial Complaint

  Date:11/30/2022

  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 Nov 9 2022 we had Fireplace Authority in ***** ** come out to check our heatilator fireplace which wasn't working properly. The rep checked it out and said all was well and just needed a cleaning. He cleaned it and the heatilator turned on and seemed to be in working order. We turned it on a few short times to test it that week and seemed to hold a flame. On Nov 19th flipped the switch and nothing ignited at all. Was non responsive. Called the Fireplace Authority to complain and request they schedule another visit and was told they were all booked for 6 weeks and couldn't get back sooner. I was surprised at their reluctance to honor their work which didn't seem to solve the issue of the heatilator not lighting. I called back Nov 23rd believe was and requested again someone help us fix it. The man spoke to seemed nervous and offered they come back to repair it but only if we paid a prepaid service charge over phone with CC to purchase a $20 limit switch and another $200 service fee after already paying them $239 Nov 9th! I felt was being pressured to pay for work in advance without knowing if could trust them to repair it correctly this time. Didn't like idea of paying in advance after being disappointed after dishing out $239 already. We are seniors on low fixed income and felt leery to deal anymore with this outfit. We made apt with other company a neighbor referred us to as was always told not to pay in advance for trades work especially service unless work completed properly. We feel we were taken advantage of paying $239 for an inspection that did not solve the issue of the fireplace retaining a flame! We want our money back for work not resulting in a remedy.

  

  Business Response

  Date: 12/02/2022

  To *************************************** and the BBB,
  
  It is regrettable that you feel your experience with the Fireplace & Chimney Authority has been less than stellar.  We prefer that all of our customers come away with a good experience when dealing with the Fireplace & Chimney Authority. To that end, we strive to make all service and or product recommendations clear, either at initial contact or when providing a quote for service to be done. Based on your discussion with ***** in our Lisle store, a service call was scheduled to clean and check the fireplace. Part of that service call was to determine in what condition the existing equipment was and diagnose what the problem might be since the fireplace was not functioning. One of the hallmarks of our success for over *************************************************** specific aspects of the fireplace and hearth industry. Our technicians are extremely well versed on all scenarios when onsite at a clients home. They have the tools, knowledge,experience, and certifications to identify, recommend and/or repair most all situations.
  
  After a much-needed, thorough cleaning and examination of the state of your Heatilator model GC361 on 11/9/2022, ************** was able to get the fireplace to operate but also notated on the service ticket (which you signed) that there was an identifiable problem with your Limit Switch and if the problem reoccurred or persisted that the part should be replaced. Upon his departure, the fireplace was operating within specifications. Since we do not make it a habit of replacing parts that are not needed nor is the model specific Limit Switch something we carry in our trucks, the senior technician handling the call made sure to document the possible problem (the Limit Switch) and to go over his findings with you.Again, he was there to clean and diagnose the problem and that is what was completed.
  
  Unfortunately, your fireplace was beyond the saving of a deep cleaning. This was proven out with the failure of the system 10 days later. Upon your call to our office explaining that the system had failed, we provided a quote for the required part (to be ordered from the manufacturer) and a discounted service call to facilitate the repair. Since the quote seemed to upset you and your husband, both our sales pro and one of the owners explained our policies and procedures regarding repair work vs. service work. At the end of the call, we had believed we had alleviated your frustration and fears based on your apology for being crabbyon the phone. We have not thrived as a business in the area for over 30 years by taking advantage of our customers nor will we charge/perform work that is not absolutely necessary. If the part had been available at the time of the initial cleaning call, ************** would have given you the option to install it and pay the additional charge at that time or to wait.
  
  Again, it is regrettable that you were not satisfied with the outcome. However, we charged for a service that was needed and was performed. We diagnosed a suspected problem that existed with your unit. When our suspicions proved true, we provided a repair quote in keeping with our policies. Based on the facts at hand, no refund is due since payment was for services rendered. A repair call would be an additional service and should be charged as quoted.
  If you would care to discuss this situation further, please contact our General Manager (*********************) at ************. He would be happy to speak with you and/or schedule the repair if you so choose to have us complete the work required on your fireplace.
  
  Sincerely,
  The Fireplace & Chimney Authority Team

  Customer Answer

  Date: 12/06/2022

   
  Complaint: 18485670
  
  I am rejecting this response because:

  I reject the business response because the business came out an cleaned the fire place and it was working briefly after they left. At the most we used it for an hour for a couple of days. Then it suddenly went out after that. I called the business to let them know and whoever answered the phone was very rude and said they could not come out for about 4-6 weeks. I then hung up and called a couple of  days later hoping to get a better response and asked if they could reconsider and come out and told them i was very disappointed in the whole situation.  I told them i felt they did not honor their work and the man's response changed.. He sounded very nervous on the phone and offered to come back for another service call only if i were willing to pay over the phone upfront was $200.00 with no guarantee that it would work.  i said let me think about it.  it was very unprofessional and shady to demand money upfront without even coming with the part and wanting to charge $200.00;  and not knowing if it would work.  I am going with another company highly recommended by my neighbor and when the name of this company was mentioned their response was stay away from that company.  
  
  Sincerely,
  
  ***************************************

  

  Business Response

  Date: 12/09/2022

  BBB,

  The customer is certainly entitled to their opinions.  As reflected by our A+ rating through the BBB, ***** reviews with an average of 4.8/5 stars, and ****** home visits a day, we are not to be "avoided" as a phone operator from a smaller competitor apparently relayed.  The customer citing this alleged, albeit likely fabricated comment to somehow argue her point in this matter follows the same fallacy of logic that she uses critique our company.  
  
  To reiterate, we have a recorded phone call stating the process over the phone, including that a return visit at an additional cost may be required.  The customer also stated that the ********************** would not stay lit, and the technician on site noted on the customer signed paperwork that if the issues persists a limit switch would need to be replaced.  Now the customer wants to negotiate a free return, even though it was made clear prior to booking or payment that this would not be the case.  It should be noted that many fireplace companies in the Chicagoland area require PREPAY for service calls, which we do not.  
  
   This complaint is an attempt to coerce a free return visit.  The customer threatened as much on the same [recorded] phone call where she calls one of our managers "disgusting" for not returning for free. We are happy to return following the mentioned process. We respectfully request that the BBB close this matter.        

   

  Sincerely,

  
  The Fireplace & Chimney Authority Team

  Customer Answer

  Date: 12/09/2022

   
  Complaint: 18485670
  
  I am rejecting this response because:

  I did not state that I wanted a free visit.  I had first requested they come out again to fix the problem. At first they said they were not available for 4-6 weeks. I was upset by this and then called back several days later to request they come out and solve the problem once and for all.  At that point there response was they  would come out but wanted the money over the  over the phone with a credit card. Otherwise they would not come out. i felt pressured to pay for work that I did not know would be done correctly.  After that , I decided to go with another business because I did not trust them.  
  
  Sincerely,
  
  ***************************************

• Initial Complaint

  Date:09/26/2022

  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.

  We went into the showroom and spoke with Rj, he told us we needed an inspection after we picked out the fireplace we wanted. They charged us $159 for the inspection, they kept trying to up-charge us for everything, like something rusted on the roof to our water heater needs to be replaced. Yes a chimney company wanted to inspect our water heater! It was odd. He gave us an estimate of $20k verbally to repair but wouldnt put it in writing. He told us someone would get back to us with the cost of the fireplace installation, I thought that was the purpose of the inspection? We called 3 times last week, spoke with ****** and each time we were given an excuse on why it hasnt be received and then told it may be around 9k . He promised to email the quote but again we have never received the written quote that should have came with the inspection. Its been 9 days and we are still waiting on a written estimate and still dont know what it would cost to install a new fireplace. This has been such an unprofessional experience!

  

  Business Response

  Date: 10/06/2022

  To Adn S., ****************, and the BBB,
  
  It is regrettable that you feel your experience with the Fireplace & Chimney Authority has been less than stellar.  We prefer that all of our customers come away with a good experience when dealing with the Fireplace & Chimney Authority. To that end, we strive to make all service and or product recommendations clear, either at initial contact or when providing a quote for service to be done. Based on your visit and discussion with RJ in our store, a service call was scheduled to determine in what condition the existing equipment was. One of the hallmarks of our success for over *************************************************** specific aspects of the fireplace and hearth industry. Our technicians are extremely well versed on all scenarios when onsite at a clients home. They have the tools, knowledge,experience, and certifications to identify, recommend and/or repair most all situations.
  
  Our technician was not trying to upsell you on products.After a thorough examination of the state of your fireplace and chimney, he was enumerating his recommendations to make your system safe and usable based on your stipulated choices. During the inspection, it was determined that your old prefab fireplace had multiple flue pipe disconnects and was in a state that replacement was suggested. Since our technicians focus on repair, he also noted that a salesperson would be quoting on the new system once the appropriate items were identified. In addition to the fireplace issues, it was determined that your chimney chase top (the flat portion of your chimney top) as well as the water heater flue (which vents through the chase top) were both rusted to such a degree that they required replacement. Since the water heater vented through the chimney, our technician followed our protocol and confirmed its safety and soundness. Written quotes were given for all suggested repairs and a verbal quote for a new fireplace was provided solely at your insistence.Unfortunately, our technician appears to have failed to inform you that it can take 3-7 business days to complete a quote for a new fireplace and flue.
  
  Since your service job was completed on a Saturday, our sales staff received the paperwork regarding measurements and requirements on the first business day after that which was a Tuesday (9/20). In determining the best product for your application, contacting manufacturers for accurate lead times, and creating a complete build out package for the new unit, a complete quote was submitted for your review eight (8) business days after your initial service (9/29).
  
  We have since attempted to contact you regarding the quote,but we have received no answer and no return call. If you choose to go forward with any or all of the quoted services, please contact us to arrange the deposit and get you in the schedule. As we enter our busy season, it becomes more time sensitive to get on the schedule quickly. If there are any additional questions or comments regarding the projects, please feel free to reach out to your salesperson ***************** be reached at ************.
  
  Sincerely,
  The Fireplace & Chimney Authority Team