1 STAR -- A Costly, Frustrating Experience. Buyer Beware…read more
I cannot express how disappointed I am with Fireplace & Chimney Authority. After paying a substantial amount of money for professional fireplace and chimney work, I have been left with a fireplace I cannot use, an unresolved gas-line issue, and a company that, in my experience, has demonstrated an astonishing lack of accountability.
The problems began with the quality of the workmanship itself. After the chimney work was completed, numerous cracks appeared in the newly installed cement. When I raised concerns, an employee initially told me the cracking was normal. However, when John, another employee, returned to address the cracks, he explained that the cement had been improperly mixed and had dried too quickly.
That alone raised serious concerns about the quality of the work I had paid for.
Unfortunately, the situation became considerably worse.
Following the company's work at my home, I discovered a gas-line problem that has rendered my fireplace unusable. I believe the damage occurred during their work, although the company disputes responsibility. Rather than resolving the issue without additional charges, I have been faced with the prospect of paying even more money.
To make matters more frustrating, Bryan, a company representative, initially communicated to me that the company would take care of the situation. Based on that conversation, I believed the problem would be resolved. Subsequent communications have left me with a very different impression.
After weeks of attempting to obtain a satisfactory resolution, the matter was ultimately referred to the company's legal counsel.
Think about that: I hired a professional fireplace company, paid for its services, and now find myself dealing with its attorney while my fireplace remains unusable.
What troubles me most is not simply that mistakes may have occurred. Mistakes happen in every industry. What distinguishes a reputable company, in my opinion, is how it responds when a customer experiences problems.
In my experience, Fireplace & Chimney Authority has failed that test spectacularly.
I expected professional workmanship, competent service, and reasonable accountability. Instead, I received defective cement work that required correction, an unresolved gas-line dispute, weeks of frustration, and a fireplace I still cannot enjoy.
My advice to prospective customers: Do your due diligence, document everything, and think very carefully before entrusting this company with an expensive project involving your home.
I deeply regret hiring Fireplace & Chimney Authority. This has been one of the most disappointing contractor experiences I have ever had.
UPDATE IN RESPONSE TO THE OWNER:
This company damaged my gas line, and I have simply requested that they repair the damage at no additional cost to me. Expecting a company to take responsibility for damage caused during its work is neither unreasonable nor excessive.
Furthermore, Fireplace & Chimney Authority claims to have tested for gas leaks following its work, yet has failed to provide a single piece of documentation, photograph, video, or test result substantiating that such an inspection actually occurred.
Rather than addressing my legitimate concerns, the company involved its attorney and registered agent, Kathryn S. McMahon, Esq., who sent me dismissive and unprofessional correspondence, including the following statement:
"have declined FPCA's goodwill offer, we consider this matter closed. FPCA has adequately explained its position and does not intend to engage in further correspondence debating allegations unsupported by the available evidence."
This directly contradicts Adam's public assertion that the company will "continue to try and work towards a reasonable resolution."
How can a company publicly claim to be working toward a reasonable resolution while its own legal counsel explicitly states that the matter is closed and that the company refuses to engage in further correspondence?
Those two positions are fundamentally inconsistent.
I paid this company a substantial amount of money for professional services. Instead, I have been left with damaged property, concerns regarding the safety of my gas line, and a company that refuses to accept responsibility.
I encourage prospective customers to carefully consider my experience, the lack of documentation provided, and the stark contradiction between this company's public statements and its private legal correspondence before entrusting them with work in their homes.
