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Business Profile

Chimney Cleaning

August West Chimney Co., Inc.

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Chimney Cleaning.

Complaints

This profile includes complaints for August West Chimney Co., Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see

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August West Chimney Co., Inc. has 2 locations, listed below.

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    Customer Complaints Summary

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

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    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:12/17/2024

      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.
      Purchased a gas fireplace from them in March 2024. It was installed in May 2024. There were several problems with it staying on and they came out more than eight times to fix various things and finally got it working in late November 2024 it worked for a couple ********* the fireplace wont stay on it turns itself off. I called and reported the issue today, December 12, 2024.I spent almost $10,000 on this gas fireplace and I am beyond frustrated that it is not working properly.I would like guidance with how to rectify this problem so that I have a working safe gas fireplace. I feel like I get the runaround when I call August West, and after reading several of the reviews, they have very poor reviews with many people indicating theyve had the same experience. Help!

      Business Response

      Date: 01/06/2025

      In response to the complaint received on 1/1/25 via email from the BBB, please know that our company was called on 1/12/24 by Ms. ******* as she indicated the was having an issue with her gas fireplace (This was the same date the complaint was filed with the BBB). The person who answered the phone at August West made her a next day appointment on 1/13/24 for someone to stop by and inspect the gas fireplace.

      Upon arrival on 1/13/24 at 10:30am the fireplace was off. The gas fireplace system is designed to shut the pilot off if the appliance isn't is used for a period of 5 days or more. The fireplace & pilot were relit with the remote without issue (with the customer present) and the operational procedures for this specific gas fireplace were re-communicated again to the client to ensure expectations were managed. It was recommended to the customer that during cold weather (temps under 50 degree F) to light the fireplace pilot and keep in pilot mode for some time if the fireplace was cold.

      It's important to note that gas fireplaces today are different than older gas fireplaces as their pilot systems are required to shut off after a specific period of time due to federal regulations)

      Lastly, while we did have some initial installation / operational issues during the process, as a company we were always responsive, professional, and transparent with the client when it came to getting her fireplace safely installed. The manufacturer *** was contacted and provided with our service ***orts and photo's as well.

      We will gladly service the gas fireplace in the future and will offer to even double the manufacturers standard warranty as we're confident in the fireplace product installed at Ms. ********* home.

      Please reach out to use with any questions and thank you for your time.

      August West Chimney Co & Fireplace Concepts
      **** ******

    August West Chimney Co., Inc. is NOT a BBB Accredited Business.

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