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Business Profile

Fireplace Installation

Chimney Sweep Fireplace Shop

Headquarters

This business is NOT BBB Accredited.

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Complaints

This profile includes complaints for Chimney Sweep Fireplace Shop's headquarters and its corporate-owned locations. To view all corporate locations, see

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Chimney Sweep Fireplace Shop has 3 locations, listed below.

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    Customer Complaints Summary

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

    If you've experienced an issue

    Submit a Complaint

    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:12/09/2024

      Type:Service or Repair 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.
      I purchased a pellet stove on 24 June 2024 from Hearthside Shoppe. I began to use it in late October 2024. During the first month of operation, the thermostat would malfunction, the set desired room temperature would decrease to default 62f resulting in no heat. This was discussed when a tech came to my house to show proper cleaning (instructions). I was told if the issue persists, that the thermostat would be replaced. ***** times since the end of October, the ignitor would not light, resulting in pellets' falling and mounding up in the "burn hole "and over filling (waste of pellets/salvaged what I could) ***** times over a 5-week period a call was made to Hearthside requesting a fix to the problem. Twice I was told a tech would call me, they never did. On the third time I demanded someone come that day to repair. The best Hearthside could do was two days later. The tech, On Thursday December 5 2024 arrived at my house, The tech said they are so busy servicing stoves from customers that bough from other business, as these businesses only sold stoves, but didnt service them, so people are calling hearthside asking them to service their stove, I told the tech, well I bought the stove from Hearthside, I should be priority over someone who didnt buy from Hearthside. The tech replaced the thermostat. Four days later, the pellets continue to fall, and no ignition of ignitor resulting in pellets just mounding/piling up and overflowing, there is no no flame, no burning of pellets, therefore NO heat. Its dangerously cold in my house! On 12/9/24 I went to the shop at 9am at business opening. I was told ****** would be contacted by them today, and ****** has been dealing with stoves for decades. And will repair my stove. I stressed that we have no heat, and he needs to repair it today! The counter person assured me he would be contacted, and I would be taken PLEASE SEE FULL IN ATTACHMENT PLEASE SEE ATTACHMENT

      Customer Answer

      Date: 12/20/2024

      [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

      Better Business Bureau:

      Repaired stove, they did not contact me regarding warranty of new parts.

      Regards,

      ******* ******

    Chimney Sweep Fireplace Shop is NOT a BBB Accredited Business.

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