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:07/08/2025

  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.

  I called a number ********** under the internet name Ace fireplace services. I had an appointment for 8-12 pm. A1 chimney called me and left a message on my cell phone telling me that they wouldn't be there until 12-1pm. when the 2 service men came he starts telling me that I need a new Chimney when I called about birds coming down the woodburning stove. when I told him he needed to go on the roof to see if there were any holes he kept insisting about changing my chimney. finally he said I would need to get a new cap for the stove pipe and said it would cost $600 but could not show me a pipe. I paid him by check for the service call plus tax and he made me sign my name on his phone. I believe this to be a scam since when I called the number above to complain they told me that number was not Ace and that they never has an appointment with me. They didn't give me a receipt and I feel this was a scam and called the police

  Business Response

  Date: 07/09/2025

  Thank you for bringing this matter to our attention. We sincerely apologize for any confusion or dissatisfaction related to your recent service experience.
  
  
  Our technician conducted a full inspection of your chimney system upon arrival, as per standard procedure. Based on the findings, the technician identified concerns with the condition of the chimney structure and recommended necessary repairs, including replacing the stove pipe cap, to ensure safety and functionality.
  
  
  We understand, however, that you feel the service and recommendations were not aligned with your expectations. At A1 Chimney, customer satisfaction is our top priority, and we never want a client to feel misled or unhappy with our services.
  
  
  As a gesture of goodwill and to resolve the situation amicably, we will issue a full refund for the amount you paid, regardless of the work performed or the findings during the inspection.
  
  

  Customer Answer

  Date: 07/09/2025

  
  Complaint: 23572143
  
  I am rejecting this response because: I didn't  call this business to have them inspect my chimney. I called them to find out why birds were coming down my woodstove pipe'

  They just kept insisting about my chimney and didn't want to deal with the wood burning stove problem and were reluctant to go up on the roof. It wasn't until I insisted that they said

  I could order a new cap for $600 but they couldn't show me any device. I received a call this morning about refunding  my money and until I receive that I am not closing this case.

  I don't trust this company, I don't think they are reputable business and from looking at past complains They promise a refund and then don't deliver when the case is closed.

  Clients have to reopen the case to get a refund. Until I receive my refund I will NOT close this case. I have Submitted a complain to the ******************** for this scam

  using a Website that says Its for Rockaway Twp when its not
  
  
  
  Regards,
  
  ***** ******

  Business Response

  Date: 07/10/2025

  To clarify, it is correct that our company was not the one you originally contacted. You initially reached out to ************* Services. Due to high demand, they subcontracted the job to us, A1 Chimney, as part of their overflow protocol. We were the company that ultimately provided the inspection and service at your home.
  
  
  Regardless of the referral source, we take full responsibility for the service experience. Our technician conducted a proper inspection and provided recommendations based on their findings. That said, we understand your dissatisfaction and have committed to issuing a full refund to resolve the matter.
  
  Attached to this response is proof that your refund has already been processed.
  
  We hope this clears up any misunderstanding, and we sincerely regret any inconvenience caused. Should you have any further questions, please feel free to reach out directly.
  
  

  Customer Answer

  Date: 07/11/2025

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  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.
  
  Regards,
  
  ***** ******

• Initial Complaint

  Date:03/05/2025

  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.

  I called A1 Chimney and asked if they cleaned chimneys for an oil furnace, they said yes but needed to inspect first, I agreed, they came to my house on 1-30-2025, the person informed my wife that he could not clean the chimney because it was a closed system, and maybe we should contact the manufacturer, the system is not closed, I had the duct work open to free a bird once, he looked outside and said it can't be done, he charged us $99.00 for this 5 minute inspection. I called the company and asked for a better explanation, played phone tag for about 2 weeks, finally they agreed to send another person out to see what the issue was, they were supposed to come by on a Sunday, I think 2-08-2025, they never came, I again played phone tag with Monica from A1 and she said that they did a drive by and determined that my chimney was too high to clean and she did apologize that the person never even knocked on my door, I said how can my chimney be too high? I have a normal size bi-level home and them being a chimney company it shouldn't be an issue, she could not answer why they thought it was too high. She then said that she would try to get me a partial refund of $50.00, I don't think they deserve a penny but agreed to get something back. That conversation happened the week of Feb, 17th, I emailed them on 2-18, 2-20 and my last email was 2-25 and I have not heard back. When the first guy came, he didn't even have a ladder, I don't think they ever intended to clean my chimney and honestly don't believe a 2nd person came to look at it. Right now, I'm more upset thinking that they had no intentions of cleaning my chimney and they just hoped I would go away but I want to save someone else from this scam. also, please take a look at the detailed report that they sent me, this is a bill and nothing was really inspected, thanks for looking into this.

  Business Response

  Date: 03/16/2025

  After investigating the case I decided to refund the client in full.

  Our office will reach out to him today for update.

  completely apologize for any inconvenience we may caused.

  Customer Answer

  Date: 03/19/2025

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  
  
  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.
  
  
  
  
  Regards,
  
  
  
  *** *****

• Initial Complaint

  Date:01/20/2025

  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.

  We scheduled an appointment for them to look at an issue with our gas fireplace. They did not show up during the scheduled arrival time, and no one called to update me - I had to call them 4 times before I was able to find out when a technician would arrive. They finally came over 2 hours past their arrival window, spent 15 minutes at our house and said they could not fix it because it was "too late in the day" and would send someone the following day. Another technician showed up the following day and made a fix (and charged us $350), but the fireplace broke again in less than 24 hours. When I called to see if he could come back to look at the repair again, they told me they were about to close and would call me back in 3 days. I have since been unable to get in touch with them, or receive a refund.

  Business Response

  Date: 01/21/2025

  We tried to reach the client on Monday and wasnt able to.

  we are definitely here to resolve it and make sure the client is settled and satisfied.

  we are offering either a full refund or either sending our head technician back on site to re inspect and clean the chimney.

  we will contact the client today to discuss options.

  Customer Answer

  Date: 01/21/2025

  
  Complaint: 22835128
  
  I am rejecting this response because: no one tried to call me on Monday. I called them today (Tuesday), and spoke with a representative who said he would have a supervisor call me back. I have not heard back from them yet (2pm).
  
  
  
  Regards,
  
  **** ****

  Business Response

  Date: 01/24/2025

  We apologize for any inconvenience caused, Upon checking we had issues with some of our office lines and we had multiple customers that didnt get our calls.

  We are sending a check refund for the full amount and hope well have the chance to serve you better in the future.

  thanks.

  Customer Answer

  Date: 02/04/2025

  
  Complaint: 22835128
  
  I am rejecting this response because: they said they would refund the $350 I paid. I still have not received a refund.
  
  
  
  Regards,
  
  **** ****

  Business Response

  Date: 02/05/2025

  We mailed a check last week but got the understanding that the client never got it.

  due to that we canceled the check and sent a Zelle payment yesterday and we did verify with the client that he received it.

  Customer Answer

  Date: 02/05/2025

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  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.
  
  Regards,
  
  **** ****