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Business Profile

Fireplace Services

A Touch of Fire Gas Logs & Fireplace Services

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Fireplace Services.

Complaints

Customer Complaints Summary

  • 2 total complaints in the last 3 years.
  • 0 complaints closed in the last 12 months.

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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.

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  • Initial Complaint

    Date:10/07/2022

    Type:Product Issues
    Status:
    Resolved
    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.
    Andrew * E**** dba A Touch of Fire was hired to install a new wood burning insert, chimney pipe, cap and cover in my home. Andy was professional when he did the initial visit and took all the measurements, as well as describing the job. I prepaid $5,488.64 on 1/1/22. This price did not include the insert itself, as I purchased directly from a reputable dealer. The stove I purchased was on back order, so I advised Andy I would let him know when it was due to arrive. On 4/8/22 I was notified by the dealer that my stove would be delivered on 4/12/22. I notified Andy and was advised they were booked until after 4/26. Installation was then scheduled for 5/28/22. Andy and his worker arrived and performed the installation. As he left, Andy told me I was all set and to enjoy my new fireplace. Shortly after they left, I noticed the old chimney cover had been reinstalled and was not new, which I had been charged $$1125.90 for. I then waited 6 weeks for the new cover to be ordered. During that time, I had to make a repair to the sheathing of the chimney and noticed that the chimney pipe Andy installed was not seated together and locked as it was supposed to be. Andy came back on 7/15/22 to install the cover and correct the issue with the chimney pipe. A few weeks later I went back into the chimney and noticed that the pipe still was not connected and locked together properly. This is a fire hazard and not to code. I contacted Tamara in the office on 8/26/22 and they scheduled a visit for 9/20/22. No one ever showed up. After multiple attempts to get someone to come back out, I was told Andy would be there on 10/2/22. On 9/30/22 I advised Tamara it would be ok to reschedule due to the storm we were expecting. Since then, I have tried contacting them to reschedule and have gotten ZERO response. Stop the excuses and unresponsiveness and just finish the job they were paid to do or refund a portion of the installation so I can hire and pay someone else.

    Customer Answer

    Date: 10/12/2022

    This consumer stated this issue has been resolved.

A Touch of Fire Gas Logs & Fireplace Services is NOT a BBB Accredited Business.

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