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Business Profile

Chimney Cleaning Equipment

Fireside Chimney Supply

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Chimney Cleaning Equipment.

Complaints

Customer Complaints Summary

  • 1 complaint in the last 3 years.
  • 0 complaints 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:10/18/2023

    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.
    Oct 5,2023 I ordered the FireFlex 316L Smooth Wall Chimney Liner Tee Kit. I paid $1,251.67 and rented a lift for $400 to install. The liner was fed from a higher location and while feeding liner in chimney the liner popped at a seem. I contacted **** who stated this only happens like 1 out of 5,000 and they will make it right. **** advised me if I can make a clean cut on the liner they will send coupler and remaining liner needed to complete the job. Which I wasnt able to do because once the liner popped, it began to unravel. **** states he believes the plant will only offer to replace the liner (which is all I want). After sending pictures of the liner hanging out of the chimney, **** accused me of feeding the liner at a bad angle, which was not correct, I only laid the liner on the roof for the picture and the day previously I had the stated lift feeding liner from a higher angle. After several days of waiting, **** states the plant is only willing to pay for 1/2 of the liner and I will need to pay $350 more to have the liner replaced, which only includes the liner, Im still out the insulation I paid for and that is currently sealed to the damaged liner. Im not looking for free product Im only looking to have my product I paid my hard earned money for replaced so I can complete this job with a product that is not damaged. In closing this company is expecting me to pay $1,601.67(which does not include the lift I rented, I totally understand that is not their problem and I have to eat that day cost) and all Im receiving is a liner, which is worth $650.

    Customer Answer

    Date: 10/18/2023

    Hey there, I just want to say that the company reached out to me and completely resolved the issue. I really appreciate BBB for providing us as the consumer a foot to stand on and actually have a company to back us and help us receive the business we deserve. Again thank you BBB

    Business Response

    Date: 10/24/2023

    Yes it is resolved -- We replaced the liner. It was just a misunderstanding between us. Thank you

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