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:01/08/2024

  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.

  I called Chimeny Works & Rocky Mountain Stoves to service my gas fireplace in my condominium. They told me that the only person who worked with gas fireplaces was a guy named Cameron. He came to my condo on October 30, 2023 and said that a new part for the fireplace had to be ordered from the manufacturer. Over two monthes have gone by and the part never came in. I have tried calling them numerous times and left numerous messages and no on ever calls me back. They charged me 299.00 to have him come out and not be able to do anything to fix my fireplace. It was almost three hundred dollars for them to do absolutely nothing except come out and look at hte fireplace.

  

  Business Response

  Date: 01/31/2024

  We have been in the process of contacting *** ****** directly.  After confirming specific details of her experience we have decided to issue a refund.  Unfortunately, incorrect paperwork was filed for her appointment and therefore was not processed correctly. 

  Customer Answer

  Date: 02/02/2024

  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. 
  
  
  
  Regards,
  
  
  
  ***** ******
  

• Initial Complaint

  Date:05/18/2023

  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.

  They were hired to fix and install liner for a chimney fire. I was told it was custom-made to fit my chimney last April. I did not use the fireplace again until 12/22, it did not draft smoke was filling the house from the first fire on. I opened windows to try to create a draw. It continued in my house. what is filled with smoke every time I use my fireplace, which was a total of less than 10 times after the liner was installed. I called them , ****** who did the original assessment came out. He spoke with my boyfriend explain to him that the liner was the wrong size that custom fit did not necessarily mean custom, and when he measured it, (it did not take into account that they were knocking out all the clay pipe or ceramic tile. Whatever it is, that was in there before to allow for that.) so the install the liner that is way too small for my fireplace so my fireplace has been unusable, still. I ask for them to fix it, and have my 1,000. deductible refunded . They said they had had a fix for it. I told him if they did not fix it I would contact the insurance company liberty mutual that paid them at 9500 and have them file suit for accepting monies and not fixing what they were paid to fix . to this date Chimney Works not taken action. if they do not , I will be filing a claim with liberty mutual for fraud . as of now, my chimney is still inoperable, a health hazard from fumes , leads to chimney fires with improper fitted liner . I was willing to accept the fact that they had something to make it work , not replace entire system , which they say they can’t .I just wanted my deductible returned for year that my fireplace has not been usable .. so far they have not been receptive and every time we try to contact them the bosses are out of town on vacation. Immediate action needs to be taken because I am putting my house on the market. I do not want my new owners to have to deal with this . Thank you

  

  Business Response

  Date: 06/05/2023

  We have been in direct contact with *******.  After looking closer at the liner that was installed, and the available sizes, it became clear that the current liner is the largest one that can be used in *******'s system.  After discussing the options they allowed us to correct the drafting issue by installing an additional smoke shield.  Draft was tested after the installation and everything appears to be working correctly.  In the end, both parties were able to come to a resolution that involved compromise on both sides.  

  Customer Answer

  Date: 06/14/2023

  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:10/05/2022

  Type:Product 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.

  December of last year we purchased a gas log insert from Chimney Works. We paid 2475.98 for it We used it several times at the end of last year and January. Just recently we tried turning it on and it will not ignite. This unit is warrantied. We called Chimney Works and was told that they do not have anyone that can come out to look at it due to their gas person leaving and not having anyone. They are hoping that they may have someone in February. We even asked if they had any other suggestions for us on whom we could call and they said no. This is ridiculous that we will not be able to use something we paid so much for, especially since it was just installed the end of last winter. We will more than likely have to call another company to come to look at it and pay for it.

  

  Business Response

  Date: 12/01/2022

  I called ******* a day or two after she filed the complaint.  I apologized that our gas technician quit on us.  While talking with her, I asked if she would be open to having one of our more experienced guys (he has been with us for about 18yrs) to come out and have a look at it.  I told her that this is not his area of expertise nor does he have a gas techinician's certification.   She agreed and Tom went out on 10/12.  He called the manufacturers' tech line and together they determined a part was bad.  The manufacturer sent the part under warranty.  Tom went back to ********* house on 11/23 to install it.  It appears to be working properly now.
  

  
  

  Customer Answer

  Date: 12/01/2022

  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 would like to add just a couple of points for the company to consider in future customer service interactions.

  ** On my very first call to the company, when I was told the gas technician quit, the very first thing I requested from the person on the phone was for a non-gas technician to come to the house.  I stated that I had no idea if it was a gas problem or not, since the igniter was not even working.  And could they please send ANY technician to just look at the fireplace since I had just had it installed in February and used it only a handful of times.  The person on the phone would not let me finish my sentences.  She kept interrupting me telling me there was no technician available until February.  She refused to send anyone and would not give me the names of any other fireplace companies who might be able to assist.  And so when the business called me back and offered for Tom to come out, I immediately said yes since that's what I requested during my initial call.

  **Tom was great.  He absolutely figured out the issue and tried several things. I was so impressed with his knowledge.

  **I had to call the company 3 or 4 times to see if the part Tom ordered had arrived.  After my third or 4th call, I was told they were going to call the manufacturer to find out the ETA of the part was.  About 6 or 7 minutes after that last call, I received a call saying "you know what?  The truck just came in and your part was on it.  Tom can come and install it".  When Tom was at my house he said "did you know they tried to call you several times to let you know the part was in and ready to be installed?  They could never get a hold of you."  I can say that I did not receive a call on my cell phone or home phone about this, because I would have scheduled Tom to come back as soon as possible.  Apparently the part was sitting on the shelf for quite some time even when I had called previously.  

  And so, I am glad that the part came in and am thrilled Tom could install it.  I am grateful to him and his amazing attitude.  
  
  
  
  Regards,
  
  
  
  ******* ******