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:07/29/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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.

  On August 15th 2023 I hired Aspen Chimney service to come out and provide a chimney certification. Upon the certification the owner informed me that I required additional repair work to be done to complete certification, however, he left his tools at home so he would charge me for the work and give me the certification now.Over the course of the next year I attempted contact numerous times, with numerous scheduled and missed appointments, to finally refusing to answer the phone, the work was never completed. After all this time I finally got a second opinion for the work, it turns out I never needed ANY repairs to complete certification and I should've passed with no issues. All in all, charged for work never provided and general BAD and DISHONEST business.At the time I paid $189.95 for the ************************** provided.I paid $125.00 for the work that was never performed.

• Initial Complaint

  Date:09/19/2023

  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.

  9/12/2023, I called Aspen Chimney Service and I spoke to ************************ ** ******, I called to see if they service ****** Fire Inserts and ********************* told me he installs the ****** fire inserts for the last 20 to 30 yrs and that he service the ****** fire inserts, I told him this ****** fire insert that I have that the 2 bolt need to be removed and lower the tubing channel of the insert and remove the blanket on top of the baffle boards and clean the chimney, ***** replied all this included in the cleaning, ***** told me his clean the inside of the insert and outside. I made an appointment with ********************* for September 15, 2023, between 12 :00 noon and 2pm. For an annual cleaning service $179 plus tax. IF ASPEN CHIMNEY SERVICE COMPANY BEEN INSTALLING AND SERVICING THE ****** FIRE INSERTS BY *********************** AND HIS HELPER SHOULD HAVE KNOW HOW TO SERVICE THE INSERT INSTEAD THEY HAD NO IDEA HOW TO SERVICE IT IN TURN THEY BROKE THE BAFFLE BOARDS BY PULLING IT OUT OF THE ******  FIRE INSERT, THEY TOOK THE SHORT CUT ! 09/15/2023, Aspen Chimney Service ************************ came to my home in Bensalem around 11:30 which was fine. *********************, DIDN'T WANT TO REMOVE THE ***** INSIDE THE INSERT, HE DIDN'T EVEN BRING A FLASH LIGHT WITH HIM, PLUS ***** DIDN'T EVEN KNOW WHERE THE BOLTS WERE, I SHOWED HIM WERE THE BOLTS ARE. ***** told me that if he removes the bolts they would break. ********************* moved the ******-fire Baffle Boards back, I told ***** the ONLY way you can service this Quadra-Fire Insert is by removing the two bolts and lower the tubing channel he told me he won't do it. Than I told him that he would need to use a chimney brush from the inside, ***** told me he won't do that either. Now, ********************* went outside and he brought his HELPER , ***** helper pulled the Quadra fire ******************* and CRACKED ONE IN HALF BY PULLING IT OUT AT LEAST 9 INCHES, I TOLD ***** HELPER THAT HE BROKE THE BAFFLE BOARD AND HE TOLD ME IT WAS BROKEN, ***** AND HIS HELPER TOOK THE SHORT CUT AND BROKE THE BAFFLE BOARD. ***** and his Helper had no idea how to service the ****** Fire Insert, the claimed to be SPECIALIST FOR ****** FIRE INSERTS INSTALLING AND SERVICING AND I WAS GIVING A CON JOB AND INTURN I HAVE BROKEN BAFFLE BOARDS AND ONLY GOD KNOWS WHAT ELSE . 09/15/2003, I paid $103 plus $50 for installation. Total $153.00 and Aspen Chimney Service should pay for the damage they done.

  Business Response

  Date: 09/29/2023

  Upon arriving at our scheduled appointment time , i introduced myself and gave a business card ,i asked to be shown the appliance we were there to service, to  start our initial safety inspection and determine  our course of action.The customer then led me to a living room area with a fireplace and described insert , at that point **************** insisted I watch a twenty minute ******* video on how to clean the insert, I explained to her that I have over twenty five years experience installing and servicing these types of units ,she was insistent that i watch and do it according to the video . with the first steps requiring applying penetrating oil to said bolts attached to airwash /baffle tubing and allowing 30 minutes to soak .I opened the door of insert and explained there is more than one way to clean these units that does not involve disassembling the stove, at that point I reached in and removed the steel cover that exposes the baffle boards and ceramic wool blanket, it was not secured with bolts that are manufactured for it .the unit was heavily coated with creosote and clearly had not been operated correctly ,I reached into unit and slid the baffle boards  forward to expose the breech area at this point i noticed the right side board was cracked and it bent downward at no point was removal thru front of the unit attempted as this would be impossible to slide a 24 in board thru a 4 in opening. sliding the boards forward along baffle tubes opened the breech and released a blockage of third stage creosote into the firebox area -the customer who was standing immediately next to me the entire time showing a video on her laptop.the customer asked how was I  going to clean the unit . and I explained our procedure of accessing the roof removing the cap on the chimney and brushing the liner thru to bottom then cleaning the bottom with specialized brushes and vacuum attachments to control the excessive creosote and dust that would result . at that point i returned to our service vehicle to gather the tools to do the job , we put drop clothes and vacuum in place and my assistant reached in noticing the broken board end approx, a five inch piece and removed and showed it to the customer and myself . **************** got very upset and insisted my assistant broke the board by trying to remove it.this was not the case at all my assistant has been employed with me 25 years and has extensive experience with the described fire place insert . no amount of explanation would suffice even tho she was hovering immediately overtop and near me when baffle board was moved forward and the existing break was discovered.i replaced to original condition the unit was found in packed up our equipment and intructed the customer I would not be interested in servicing her unit especially with her interference in our process and trying to blame my assistant for her deteriorated broken board. Aspen chimney is not responsible for the boards condition or replacement either , And we do have many flashlights in our possession its an absurd claim. again we are not responsible for this damaged and deteriorated 10 year old baffle board. as it was found during our initial inspection in that condition , and we do not refer to ******* videos to accomplish our cleaning services as these are meant for homeowners of appliances not professionals . thank you , sincerely *********************;