Complaints

This profile includes complaints for Murphy's Chimney & Fireplace Service Inc's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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Murphy's Chimney & Fireplace Service Inc has 2 locations, listed below.

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  Murphy's Chimney & Fireplace Service Inc

  null Salem, OR 97301-6501

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  Murphy's Chimney & Fireplace Service Inc

  1118 12th St SE Salem, OR 97302-2811

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:08/02/2022

  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.

  ******** Fireplace and Stove, *****, **, provided a verbal quote to my realtor to clean, inspect, and certify my wood stove for $195. After they "completed the job," ******** Fireplace and Stove had me pay $150 over the phone before emailing the service report, which stated "Stove is not EPA compliant must be removed & replaced with a certified stove." I knew the wood stove was compliant prior to this as I had seen the certification tag on the wood stove myself. When my realtor provided proof to ******** Fireplace and Stove, with an email from the **** that said the wood stove was indeed certified, ******** Fireplace and ***** said they would return to clean the wood stove for an additional $30, which was a new total cost of $220. When my realtor asked why it would cost more than the original bid price of $195, ******** Fireplace and ***** said the $195 bid was for a fireplace insert. I told my realtor I was only prepared to pay the original bid of $195. When my realtor called ******** Fireplace and Stove back to relay my message, she was then told that ******** Fireplace and Stove did not have any bids for $195 for any of their services and would not have told my realtor $195 from the start. Between the 2 phones that my realtor made to ******** Fireplace and Stove, they lied to her regarding the original bid. At that point, I no longer wanted to continue with services from ******** Fireplace and Stove. They had already said my wood stove was not certified, when it was, and they should have known that, they are the professionals. And then they wanted more money to do the work that was already bid for and agreed upon. ******** Fireplace and Stove did not perform the services that they promised me but instead, sold me a worthless and incorrect inspection report for $150.

  Business Response

  Date: 09/08/2022

  Yes we were hired to do a cleaning and inspection for the customer. We always do the inspection first because if it's not safe for use then we don't clean them. In this case we found the unit to be over 20 yrs old. Based off the tag it wasn't clear if it was certified or not. We were still researching the findings on the tag when the relator called the office repeatly I advised her she was speaking to new staff and yes, she was quoted a wrong price. Everyone was in training. I apologized.   At the last conversation I offered to clean the unit at no additional cost due to the clerical mistake.  I even offered for my technician to come in on his day off and complete the cleaning. The realtor was extremely rude and did not want us to return to finish the work. The customer cancelled the payment, so we do not owe any refund at this point. We are sorry for the events and we were ready to make things right.