ComplaintsforChicago Fireplace & Chimney Co

• Initial Complaint

  10/20/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  Initial transaction January 18, 2023 of $149 (measurements & deposit)Total we paid the business $1,754.50 over the course of 1 year.A custom fit ***** cover (for our chimney)They measured incorrectly & the chimney leaks worse now than prior to their work. They tried to resolve with more patchwork. We were promised a CUSTOM ***** cover & that took us a year of calling & emailing to get anyone to finally install it. Matter of fact, we didnt hear back from them for 5 months, so I went to the physical address they reference online. The business had moved, & I was only made aware by their old business neighbors. I figured they went belly up so I reached out to the **** to get our money back. The **** did their due diligence & claimed that per their conversation with the business the work had been completed & refused to credit us the money. We FINALLY got them to call us back (after 5 ************** **** contacting ************ came out December 27th of 2023 to install this supposed CUSTOM ***** ****** We reached out in May of 2024 that it was not only still leaking but worse than before & I finally got on a ladder & onto the roof to review what was done & thats when I realized they did not have the right measurements & attempted to jam the ***** cap on, cutting away the custom fit & improvising a fix with a ton of caulk. I took pictures & began reaching out every few days. I was strung along that they would get back to me from May of 2024 until September 2024 when they came back out to measure. It was excuse after excuse to not return my calls or come out & see what I was talking about. In September when they finally came to see it, they now only offered more patch work. We paid for a custom fit ***** cover which would be made to fit and not patch work. They refuse to replace it with a new custom ***** cover & are only offering more patchwork. We are requesting a new ***** cover (which is what we paid for) or our money refunded in full $1,750.

• Initial Complaint

  11/11/2023

  Complaint Type:

  Order Issues

  Status:

  Unanswered

  More info

  BEWARE using this company. This beautiful fireplace was installed by this company in 2010. We had service calls along the way that went well. In July 2023 our fireplace stopped working. They came out to inspect, it needed a part that took a month to get. This was fine. When they came to install, the technician said there was something else wrong. No plan to repair. No solution. Many calls, voicemails, emails back and forth. No response. I think this company is under new ownership. And the new owners are a mess. It is now November 2023, still constant run around of communication. Its terrible. They also took parts of the fireplace and never returned it. Reading previous complaint, we are not alone. I would steer clear of this company. If there is an issue that really needs to get figured out, they avoid until the customer gives up? Dont reward this behavior with your business. Im sure there are many more frustrated customers out there. Youve been warned.

• Initial Complaint

  07/26/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I purchased an electric start - gas fireplace through this company in the fall of 2021 and within the first several months of using it (maybe once a week) it began to have issues. There was a noise heard from the starter and the gas would shut off automatically for a few seconds followed by the fire being extinguished. Then the gas would click again and the fire would reignite. This problem persisted for months until the starter completely failed and the fireplace does not work at all. We have called this company over 50 times and are only able to leave voicemail messages. 10 MONTHS LATER they called to set up a $169 service fee just to see what the problem is without fixing anything. When we purchased the product we were told all service fee's are waived if the issue is a due to manufacture defect. I took off from work and waited for a technician to show up and they never showed up or called to cancel. After struggling to reschedule the appointment for several weeks, the technician who finally came explained that the issue was in fact due to a manufacture defect. The technician did not know how long it would take to replace the part or the name of the part. Every ounce of dealing with this company has been a horrific experience!!! After calling an additional 20 times, leaving messages AND an email to ********************* asking for the name of the part and when we can get it replaced he finally emailed me back stating he will not tell me the name of the part we need or the price it will cost until I pay the service fee from before. He also said the part would be covered under the warranty, but because we are now outside of the "warranty window" they are no longer covering the part. The only reason we are outside of the warranty timeframe is because this company took forever just to respond and is holding our fireplace hostage!!! Please help!!!!!

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