Complaints

This profile includes complaints for All City Fireplace LLC's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  All City Fireplace LLC

  7451 172nd Street Ct E Puyallup, WA 98375-6219

  
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  All City Fireplace LLC

  7256 176th Street Ct E Puyallup, WA 98375-2322

  

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:11/13/2024

  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.

  Unfortunately I trusted all the 5 star reviews and had All City Fireplace come out as my gas fireplace wouldnt stay on. The technician said I needed a new gas valve. One was $400 and the one that had the option to adjust the flame was $490. The service call was $349 with tax, it was almost $1,000.I took a picture of the part model number and wanted to check the price as $500 was astronomical and my neighbor had the same service for $600 total. I just called Seattle fireplace and service is $189 and the same fancy ****** **** Valve they sold me is $210.I called *********************** is $349 + cost of part only. Looking online at this exact part number, it is a little over $200 depending on where you buy.Also, the fireplace wasnt even screwed closed all the way and it is still filthy. Admittedly there were specs of white paint on the screen, but this looks awful. The woman on the phone said she would make a note on the order that they would fix the scratch at no charge, which was not done. Also, I got a ridiculous amount of confirmation calls, emails and texts - at least 10 and probably more like 15.I feel bad leaving this review as the technician was very nice but I feel this company is a scam and someone needs to leave an honest review. Either the 5 star reviews are fake or the customers dont do their research. Maybe they took advantage of the fact that Im a single female with no idea about fireplaces.I want the cleaning fee of $350 as it is NOT clean nor was it put back together properly and I want $250 refunded from the jacked up price of the part. I am so unhappy at this unethical business taking advantage of people! Big mistake trusting this company and the reviews, I will not ever be using this dishonest company again.

  Business Response

  Date: 11/26/2024

  On November 1, 2024 we scheduled a $349.00 fireplaces service for a non working double sided see through L shaped fireplace for **** *******. This service was scheduled for November 13, 2024. When **** ******* called to schedule her fireplace service on November 1, 2024 she relayed to ******* that her fireplace was non working, dirty. She said that in the past she had her fireplace serviced by Seattle Fireplace and that she had a horrible experience with them servicing her fireplace. She stated that they had scratched her fireplace box. **** wanted to know if there could be anything done for the existing fireplace scratch. ******* said that if she requested for the service tech to paint the inside of the fireplace box he will at no charge. That should help the scratch be less noticeable. There is no charge, there is no warranty of painting due to we dont know how the paint will look along with the paint can and will peel off over time. ******* explained we only paint the inside of the firebox we do not paint anything outside of the fireplace box. Painting is not part of our service but the service tech will do it on request. With our service We clean, service, and replace parts on natural gas fireplaces. It's $299.00 for single sided natural gas fireplaces and $349.00 for double sided see through natural gas fireplaces. Parts cost extra if you need them. Whats included in our fireplace service, we clean above, and below the fireplace. We clean the glass, pilot assembly, burner, and screen. We replace ember material if you have embers. We check the operation of all fireplace mechanical parts including fan, and remote if the fireplace has one. We check for gas leaks, and CO leaks. Parts if needed are additional costs. ******* did go over the all of this with **** *******. **** was aware of pricing on parts depending on the part or parts her fireplace may need. We do not price match. Our prices are our prices, which included installation. We do not charge additional installation fees on parts that are purchased through All City Fireplace.
  On November 12, 2023 **** called to complain about our text message, and email reminders that she had a scheduled fireplace service on November 13, 11-1pm. This complaint was confusing for we have never had anyone complain about receiving message reminders. ******* apologized that she was unhappy by receiving so many message reminders and tried explaining that she could opt out on her cell phone or email by messaging STOP. **** ******* told ******* that because of all the excessive emails and excessive text messages she would not be using our company in the future. This was said one day before her scheduled fireplace service. Shanneas efforts in trying to apologize went nowhere for we have no control of how our messaging system sends out the reminders. Customers can opt out if they message STOP. Also that point **** ******* could have canceled her scheduled service for the following day but she did not. On November 13, 2024 service tech **** arrived at **** Kennedys home for fireplace service at
  11:09am
  . Per fireplace technician ****, **** ******* sat on her couch directly behind him throughout the entire time he was servicing her fireplace. Per **** She seemed comfortable talking to him throughout the fireplace service complaining about the fireplace company ******* Fireplace and how the 2 service techs that they sent out to service her fireplace were young and arguing back and forth. She told **** how awful they were. She also told **** that her mother had recently passed away. **** never mentioned anything to **** regarding scratches in or on her fireplace. Service tech **** installed a thermopile on her pilot assembly for FREE that we charge $125.00 plus tax. He also found that her gas valve was bad and needed to be replaced in order for her fireplace to work. He gave her two gas valve options to choose from. First gas valve option was a gas valve that had no flame adjuster for $400.00 + tax and the other gas valve option had a flame adjuster where you can adjust the flame height $490.00 + tax. **** chose to have the higher priced gas valve with the adjuster installed so she could have the adjustable flame height. **** paid $349.00 service + tax and for the Gas Valve with adjustable flame height $490.00 + tax. Our service tech **** installed a $125.00 Thermopile on her pilot assembly at no charge. Total before tax ****** Tax $86.42 Total cost including tax $925.42. Our service tech **** collects payment on site and **** ******* paid by credit card for the service and gas valve with no complaints, and no comment to **** that indicated that she was dissatisfied or unhappy with the fireplace service or part costs. She chose and approved to have **** install gas valve and a free thermopile for her fireplace to go from non working to working. Within a few hours from the time the fireplace service and part replacement was completed and paid for All City Fireplace received a email from **** ******* at
  1:48pm
  stating that she just called Seattle fireplace and service is $189.00 and ****** **** Valve is $210.00. *********************** service is $349.00 + the cost of parts only. Looking on line at this part number, it is $200.00 to under $300.00 depending on what you buy. Then she complained that the fireplace wasnt even screwed closed all the way. Stating the technician was nice but I will not ever be using this company again. Complete scam. This will also be the online review I leave. Then at
  4:54
  we received another email from **** *******.
  
  
  Unfortunately I trusted your 5 star reviews and had you come out as my gas fireplace wouldn't stay on. The technician said I needed a new gas valve. One was $400 and the one that had the option to adjust the flame was $490. The service call was $349 with tax, it was almost $1,000.
  I took a picture of the part model number *** wanted to check the price as $500 was astronomical and my neighbor had the same service for $600.
  I just called Seattle fireplace and service is $189 and the same fancy *************************** you sold me is $210.
  I called *********************** is $349 + cost of part only. Looking online at this exact part number, it is a little over $200 depending on where you buy.
  Also, the fireplace wasn't even screwed closed all the way and it is still filthy. Admittedly there were specs of white paint on the screen, but this looks awful.
  The woman on the phone said she would make a note on the order that they would fix the scratch at no charge, which was not done. Not only that, there is a new blotchy area on the top inside that was not there I assume he spilled something on it.
  Also, I got a ridiculous amount of confirmation calls, emails and texts - at least 10 and probably more like 15.
  I feel this company is a scam and you took advantage of the fact that I'm a single female with no idea about fireplaces.
  I have left you Yelp and ****** reviews so there is at least one honest one. I have written the better business bureau and am going to write the attorney general and contact KIRO ***** *****.
  I don't want anyone else to be scammed and I want your 700 5 star reviews on ****** researched!
  Great work!!
  
  
  All City Fireplace did respond to **** Kennedys emails.
  Hi we are sorry you were not pleased with the service you were provided. The paint that was mentioned which is white could not be removed by us wiping down using our cleaner and we do not paint outside of the fireplace which includes the screen etc. We were up front with pricing and you did have an opportunity to say no you were not paying that price. We are not like Seattle Fireplace or ***********************. They probably get a more discounted rate for their parts due to their bulk orders. We are competitive with all service companies that do not sell and do installs of new fireplaces. Companies such as those make all of their money on replacing your fireplace and not repairing the fireplace. ******** does not do any services on fireplaces over 10 years old from what we were told and not sure what Seattle Fireplace does. We do pride ourselves in having the best customer service and friendly techs. Since you were not happy with the service we will be only charging you a trip charge plus a discounted cost of part. **** did also replace your thermopile at no charge and we charge $125 for that part. We do have to run a business and are substantially cheaper than Aqua Quip, Blue Flame, Genesis **** ********* Chimney Pros to name a few. Our reviews are absolutely not false and are from our customers that were pleased with our service as they received higher pricing than ours from other companies or they would not service the fireplace because it was older than 10 years and they wanted to sell the customer a new **********************. We will keep you at getting the free part for the pilot. We will Charge you a $200 trip charge because we have to pay for Mikes time. Also the cost of the valve will be down to $325 so we still actually make money on the valve. We will reverse your charge only because of your displeasure and will credit you the difference in the above charges. We are not sure how the credit card processing company works for crediting a portion of the charge but we may have to reach out to get the credit card number used to give you the credit. We always strive for happy customers but dont always live up to everyones expectations. We do appreciate you taking the time to let us know that you were unhappy. We did read your reviews you left and you are absolutely entitled to your opinion on your experience. We do more for our customers than any company out there and that will only be seen once you have other companies come out in the future to service your fireplace. We will reach out if we need the credit card information to credit you. Our prices still remain the same for any other customer as that is what we have to do to keep ourselves in business as most companies charge an additional $200 installation charge for their parts and our price is carefully thought out based on it is extra for installation on most parts for most companies. We do welcome all customers to go with companies that claim they are cheaper priced. Attached is our before and after of the service techs pictures. The credited amount will be as follows.
  Gas Valve from $490 to $325 Still you get the free Thermopile we charge $125 for and a $200 trip charge. Original charge of $925.42 and the new charge with tax is $579.08 and you will be credited the $346.34. We also give a 90 day window for parts replacement that most other companies dont give. Thats another reason some companies are a $189 or $199 charge because they will charge you that everytime they show up. And they do not check for gas leaks like we do. Also we again do not paint on the outside of the firebox no matter what. If Seattle fireplace damaged that they should return to fix it.
  
  
  We as a fireplace service and repair company take pride in the work we do. We are one of the few companies who are transparent with the services we provide along with pricing. We listen and thoroughly ask questions so that we never step foot onto anyones property without communicating. We do this to insure that we are providing the services customers are needing and looking for. We made a decision to refund **** ******* $346.34 in which we did not get paid for the services that we paid our service tech to do. With refunding **** ******* we only charged her a $200.00 trip charge on top of discounting the gas valve at $325.00 plus tax. A $200.00 trip charges does not included the cleaning and diagnosing that was done for **** Kennedys fireplace. Also it does not include 90 day window for part replacement being that she did not pay for a service due to our $346.00 refund. We have decided that we are no longer providing future fireplace service for **** *******. This customer demeanor after we we completed servicing and repairing her fireplace makes no sense. We as a company know that there are people in this world who feel entitled to hurt companies among others. We in good conscience know what we did for **** ******* was more than any happy customer would receive from **********************. **** ******* knew our pricing when she scheduled. While **** Kennedys fireplace was being serviced she knew our price cost for service and gas valve and she chose and approved **** to install it for her fireplace to work. Prior to her scheduling with all City Fireplace she had plenty of time to shop around and chose any company whose prices she was willing to pay. All City Fireplace is not the only company she speaks badly of after they service her fireplace. She Spoke badly of Seattle Fireplace stating that she had a horrible experience with them. Stating they had scratched her fireplace when they serviced her fireplace before us. **** Kennedys fireplace is 1995, a 25 year old fireplace. She would not get a service from *********************** because they stopped working on gas fireplaces over 10 years old. There is no proof nor truth to anything **** ******* has stated. She stated **** used tape on the front her fireplace and we have never used tape on the front of any fireplace we service nor is there any tape on her fireplace in the pictures we have on file. She never paid All City Fireplace $1000.00 for the service and parts that we installed on her fireplace. She initially paid $925.42. Then due to her dissatisfaction we refunded $346.34. So **** only paid $579.08. **** ******* could have said that she did not want us to install the $490.00 gas valve. She knew the cost to prior to installing it. She did this for her fireplace to work. **** ******* probably threatens to bash companies through **** and ****** reviews, write the better business bureau, the attorney general and contact KIRO ***** *****. She does this to hurt and **** companies looking for attention. She does this for a refund like she scammed us into doing. Thank you for taking the time to go over this complaint with us.
  
  
  Sent from my iPhone

  
  

  Customer Answer

  Date: 11/27/2024

   
  Complaint: 22553385
  
  I am rejecting this response because of the accusations that I am a scammer when they told me repairs were only the price of the part. I trusted what they said. They did not say it was an inflated price they choose to charge, and not the actual price of the part. They charged over double the price of the part at the highest price any person could buy offline. Im glad they reminded me to contact KIRO and ***** *****! I totally forgot I was going to do that.

  This complaint can be closed as rejected. Their response absolutely shows their professionalism. Instead of being an honest company, they take advantage of people then abuse them when they dont accept their deciet.  

  Sincerely,
  
  **** *******