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:04/27/2024

  Type:Billing 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.

  Was quoted $209 to clean a chimney, when they showed up I was not home and my wife was. They did the cleaning and also did an evaluation on the adjoining fireplace with out my approval or even a phone call at a cost of $199. They already had my credit card on file to make the appointment and charged me a total of $408. I did call the company to resolve the issue after they had spoken with the technician, but they never contacted me back.

  Business Response

  Date: 04/29/2024

  Our transcriptions show that our scheduler did quote the $408 for the service and broke down the two charges of $209 and $199.  Our customers do not pay us by the hour but by the service rendered and there is responsibility and liability with every flue we inspect.  The customer reported of having problems with down drafting between the two flues, so both flues required service.  We were told that this charge was being passed on to the property managers and all of the companies we work with want detailed reports and expect fair prices.

  Customer Answer

  Date: 04/29/2024

   
  Complaint: 21634294
  
  I am rejecting this response because: I was never quoted $408. I was quoted $199 to do an evaluation of the chimney or $209 to clean it. I said go ahead just clean it if its only $10 more. I would not have scheduled the service and gotten another quote if it was $408. I never mentioned anything about about a property manager, I am renting and the fireplaces are not covered under my lease. ( happy to give the property owners information if needed or a copy of the lease) I am well aware they do not charge by the hour, at no point did I ever ask what the hourly charge was nor do I know why they are bringing that up. I was not home when the service tech came, no one called me to discuss the status of the chimney after cleaning, and if I had known I was already going to be charged another $199 to evaluate the other chimney I should have at least been offered the chance to clean that one for an additional $10 which I was not. Any reasonable person would have made the same decision if offered.
  
  Sincerely,
  
  *************************************

  Business Response

  Date: 05/13/2024

  Our scheduler is adamant that you were indeed quoted $408.  Your wife must have mentioned the property manager situation because there is no way we would have known.  It was on the phone with the office manager that you complained that it only took X amount of time to do the work and thats why we bring it up.  

  Customer Answer

  Date: 05/13/2024

   
  Complaint: 21634294
  
  I am rejecting this response because: I will reiterate that I was not quoted $408. There is no property manager "situation" my wife did not say anything to the tech about it and I was the only one to speak with the scheduler. Why you keep bringing this up and the hourly rate you keep falsely insisting I mentioned has nothing to do with my complaint. If your stance is that the customer is wrong no matter what then so be it, but stop making things up it does nothing for your credibility.
  
  Sincerely,
  
  *************************************

  Customer Answer

  Date: 05/13/2024

  So it has been 14 days since the last response from the business do they not have 7 days to respond?

  Business Response

  Date: 05/15/2024

  We did respond to the prior.  Our scheduler is adamant that you were indeed quoted $408.  Your wife must have mentioned the property manager situation because there is no way we would have known.  It was on the phone with the office manager that you complained that it only took X amount of time to do the work and thats why we bring it up.

  Customer Answer

  Date: 06/03/2024

  Please close the complaint it's going nowhere.

• Initial Complaint

  Date:02/11/2024

  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.

  We purchased a built in wood stove unit and it was installed January of 2023. However, we did not get certificate of occupancy on our rebuild from the Holiday Farm Fire until end of October 2023 and did not move in until mid November of same year. Consequently the wood stove was not used until end of November 2023. Preface, the wood we began burning was 4 years dry. We had cut it prior to the **** it survived the fire, our home did not. By early January 2024, each time we opened door of unit, smoke would come rolling out, both dampers were open. We quit using until technician could look at. They came on February 6. the sweep advised that the screening at top of chimney was clogged as squares were too small. He changed to a bigger screen. He advised that the stove would still need cleaned. For over $500. He also stated that the mfg. of unit installs this diameter of pipe with what he thinks is too small of screening. That is why the smoke came pouring in. He also stipulated that this unit should only need cleaned approx. 1 time a year or after 3 cords of wood. We had burned less than that in only a two month period. After he left, I considered that we should not have been charged for cleaning and phoned to talk to office manager. She was very defensive in why it wasn't ********* problem and even said that I had patted the sweep on the back and told him I was happy with the job. I never touched the person or told him I was happy. Very unhappy in fact that I was having to pay $500 for a cleaning after two months. My contention is that the screen size was too small and they should have recognized that at installation. She then transferred the call to the sweep and he proceeded to be argumentative and defensive even saying, "Be honest, you were happy with the job....." I was unable to speak over him and he proceeded to tell me to never call Midgleys for service again and hung up on me.

  Business Response

  Date: 02/23/2024

  The flue had 3/16 thick creosote which requires cleaning so were glad we were there to clean the flue.  We changed the screen to aid the draft but the factory screen is normal.
  We often hear the wood has been down for X amount of years.  While it might be helpful to know that,ultimately we dont care.  There are logs floating in a lake that have been down for years but it doesnt mean the wood is cured and dry.  Ultimately we only care about moisture content of the firewood.
  It is curious that the customer knew the cost of the service before the techs arrived, appeared happy with the service, acknowledged the cost after the service, and then called the office to complain.
  Because of our good working relationship with the general contractor that built the home we will refund the charge.
  *****

  Customer Answer

  Date: 02/27/2024

  While I dispute what the reply included, like knowing the cost of the visit before arrival of tech, and that I stated that our wood has been under cover and dry for 4 years, cut and stored dryly before the **** not floating in a river, if they are going to refund the $503 Ill be satisfied. What Id like to know is when to expect the refund. Do they have my card on file or am I to call them? Or are they mailing a check? Because of their  aggressive customer service I am not enthusiastic about speaking to them.  Also, since they stated that they would never work on our unit, which they installed, who will now handle warranty work on said fireplace? Is Midgleys legally responsible for warranty work since we bought from them and they installed? If not, who do they transfer our warranty to? 

  Business Response

  Date: 03/27/2024

  A full refund of $503 was issued on 3/1/2024.  Midgleys will continue service and/or warranty work as needed.

  Customer Answer

  Date: 03/27/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint. At this point outcome is sufficient.  
  
  Sincerely,
  
  *********************

• Initial Complaint

  Date:12/09/2022

  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.

  From July 2022 to December 9, 2022 paid $325.00 to fix natural gas fireplace pilot light. Tech has been here 5 times clipped wires, bypassed some features and main door locked and can not open. Called at least 5 times to tech without a return call. Went to Midgleys office, talked to service manager with a promise to return call this morning, no call. Called and as a final result they said we need a new fireplace unit. Who has $6,000 this time of year or any time to replace without a result of problem on the current unit. Very unreliable company.

  Business Response

  Date: 12/13/2022

  Here is the recap from our service records for a gas unit we did not sell them and have never offered:
  10/19/2017 -We received a service request to check out a noisy blower.  We cleaned the unit
  3/22/2019 We received a service request because the pilot light went out.  We replaced the thermo-pile with a universal part.  Pilot lit and stayed on.  We told the Owner that this is an old unit and we do not have access to this replacement part.
  3/26/2019-We received a service request because the pilot light went out again.  Found the spill switch needed replacement.  After servicing the pilot light stayed on.   We told the Owner that this is an old unit and we do not have access to this replacement part.
  7/26/2022-We received a service request because the pilot light went out again.  The technician noted that the top hinge of the door was broken and was being held in by the screen. The hinge issue was deemed a safety issue.  We told the Owner that this is an old unit and we do not have access to the spill switch replacement part.  The pilot light stayed on.
  11/18/2022-We received a service request because the pilot light went out.  We cleaned and serviced the unit.  Pilot lit and stayed on for 4 hours according to the Owner.  We told the Owner that this is an old unit and we do not have access to this replacement part.
  11/28/2022 We received a service request because the pilot light went out.  We lit the pilot and it stayed on for 4 hours according to the Owner.  We told the Owner that this is an old unit and we do not have access to this replacement part.
  We did not charge for the last service call and he was unhappy that we were not going to come out any more.
  The door is removable and serviceable.
  
  

  Customer Answer

  Date: 12/15/2022

   
  Complaint: 18550902
  
  I am rejecting this response because:

  The response from the service manager is inaccurate, we were never told about the door and there is no screen holding it in place.  We were told that no replacement parts were available and suggested a new stove.  if this was the case why would they keep coming out for repairs? 

  We called another company, they came out with the correct part for this stove. installed it and the fireplace is working just fine.  *********** manager was very unhappy with us because we told him we were going to register a complaint with the BBB and he said this was a threat. The new company also corrected the BYPASS that Midgleys created.
  
  Sincerely,
  
  ***********************

  Business Response

  Date: 01/10/2023

  Our records show the top hinge was broken and held in with a screw, not screen.  Any parts that are available to another company must be aftermarket parts.  We continued to come out because you continued to request us to come out.  You threatened us with the BBB when we wouldnt send a tech out on a moments notice to help your replacement service company figure out how to open the unit.