Our contractor referred us to Black Magic. We purchased a gas insert fireplace from them and are very happy with how it turned out. We've turned it on just about every night this winter so far, and it's been great. Awesome ambience, also gives off some heat. Perry was helpful when picking this out in their showroom and I felt the price was fair. Installation was quick and smooth. read more

Black Magic Chimney & Fireplace - fireplace - the brand was regency - Fireplace Services Near Me - Cambridge, Massachusetts

This was highly disappointing as they were referred by my management company and after scheduling 2 months prior, they no showed on the day of the visit. That day, I was unable to get ahold of anyone to discuss despite leaving a voicemail. Called the following day and I was told to reschedule with another company as they lost another tech. Life happens but the lack of follow through in addition to the delivery of the message was highly unprofessional. I was eager to work with them but perhaps with hiring of more people they can overcome such barriers. read more

As others have stated, I would give this business 0 stars if I could. We called on Black Magic to sweep our chimney. Our chimney is in great shape--it's cleaned regularly and was repointed not too long ago. The gentleman who came to the house said he could not sweep the chimney and instructed us not to use it because he said he saw a pipe running through the chimney and didn't know what it was. He said he couldn't clean the chimney because it could be dangerous for us to use it because of the pipe. He said that we had to pay him right then and there and to call the office if we needed anything else. I called the office later to ask for them to come back out and clean the chimney or refund us. First of all, there is no pipe there. I looked and also put a camera up the chimney and there is simply no pipe. Second, there is no gas to the house so there is no concern of danger. The real fun came when I called the office. When I explained the issue, the woman on the phone was ridiculously rude and kept putting me on hold. When I finally noted that I didn't appreciate how rude she was being, she screamed that she was "really overwhelmed and was the only person in the office." I calmly explained that I felt really badly about that, but it was an issue she should take up with her manager, not me. She then screamed "so what do you want? A refund? Is that it?" When I told her that I did, she said she would do that and hung up. After over a month (and three messages left) she has not refunded my money or offered to send someone back out to the house. They charged $235 to be in the house for literally 5 minutes. This place is an absolute scam. read more

If i could I would give 0 star. Just called to inquire about chimney repointing. The person who answered started by saying they don't offer this service anymore because they don't have a mason on staff but offered to refer me to someone, which I appreciated. However, the call was abruptly put on hold, and I heard an exasperated sigh before the call was disconnected. When I tried to call back, my calls went straight to voicemail. Really? If you don't want to provide a referral, just say so. There's no need to be rude and unprofessional. I cannot recommend a company that treats people this poorly. Absolutely avoid this company! read more

Shout out to Romario, who serviced our fireplace. He was extremely professional, knowledgeable and efficient. The pilot light was restored almost immediately, the embers added and redistributed perfectly, glass cleaned - thank you for taking such good care of our fireplace! read more

These people are the worst. They don't answer their phone, when you finally do reach someone good luck getting an estimate. I've dealt with them over the years as a contractor and I'm done. I don't know how they stay in business. The gas guy they use, does not pull permits! read more

Black Magic does not respond to phone calls. Many phone calls. Save yourself time and aggravation and call The Fireplace Guys. read more

We had a G4 installed from Black Magic today,. There were several problems but the worst are that the black riser that is supposed to be under the unit does fit so there is a 3" space above the unit and the batteries cannot be changed without taking the unit apart. We asked a Black Magic to have a riser made . They said they can't. The installer recommended getting a mason to build a riser out of brick. Again Black Magic refuses to do this. They had no answer to the battery issue. We have never been treated so badly by a company. We just got a call from Black Magic. Apparently the riser can be installed in our fireplace to eliminate the big space at the top. They are coming on a Tuesday to stall the riser. We will post a picture when it is done. read more

Black Magic Chimney & Fireplace - The battery pack sits on the floor. - Fireplace Services Near Me - Cambridge, Massachusetts

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DEFINITELY AVOID!!! If I could give them negative stars I would!! This whole process was extremely painful - from first speaking with a very rude and abrupt receptionist to dealing with the actual service people. Called in mid December - had to wait 5 weeks for an appointment. John (service guy) called and said to be sure to ANSWER MY PHONE ... on the day of the appointment. He was very abrupt about his demand. The day comes ... i check in with John... he reports that he's having a rough day... but he will be there.. a few hours later I'm expecting John but someone named Alex shows up. I ask him if he was able to solve his earlier problems and he states 'of course there's really nothing I can't fix' (I note his arrogance ... but say nothing ... hoping he can just do his job) ... after awhile he states the gas valve is frozen- and i need a gas valve but he has to order it. I ask him if he knows why this happened - he states that he cannot look into the past .. but just deal with what he sees today. (Ah .. ok ... pretty rude ... he could have just said IDK) ... then I ask him how long it would take to get a gas valve ... he states that he has no control over delivery (ah .. ok... still being rude) .... after some more strained interaction and complaints that the work would be difficult to complete ... he leaves. 5 minutes later I get a call from John. He states that Alex says my house wreaked of smoke. The job would take 1 1/2 hours to complete and both of them are NON-SMOKERS so they don't want to come back. Huh? These guys work with chimneys and they can't handle cigarette smoke (no one was smoking in the house when he was there). Also he could have worn a mask- which he should have had on anyway. Their prices seemed extreme as well - $325 for a service call , $300 gas valve, $150 for pilot assembly plus more labor charge for installing the items. Thankfully I paid 0 today. DO NOT CALL black magic Chimney- even if they completed my service - I would have written a negative review for their attitude. Just an FYI... John & Alex just because you know something about gas fireplaces (not sure just how much though) does not mean you are God's gift to the world. Get over yourselves. read more

Save yourself from being screwed and call someone else. As a Realtor, I had used and recommended this company for over 15 years. When a high value client needed a fireplace repair, I called them immediately and made an appointment to have them come by. They were very busy, so the appointment was booked 4 weeks in advance. The day of the appointment I called to confirm and was told "No, actually we are not coming today". I explained that we were under a time restraint for the repair (since we had waited a month already to be on their schedule) and I begged them to make this appointment a priority. But, I was bluntly told that it was more convenient for their guy to stay in the suburbs that day and hence he would not be coming. When I tried to further explain my situation in a friendly manner, they hung up on me. I am so glad that day could be more convenient for them at the expense of a promise they made to a long term client. If I treated my clients this way, I would not have any. I did then call The Fireplace Guys and they came out the next day, right on time and quickly made my repair. Save yourself the stress and headache I went through and just call them first! I am laughing to myself because I see other reviews say the exact same thing! I should have read those and I hope you read mine. read more

Very happy with the service at Black Magic. I knew exactly what I was looking for and Larry and Martin actually had it on display. As a matter of fact they had more displays than any of the competitive shops. The options actually confused me. But I settled on the Valor G5 and am very happy. Jay and Jason did the installation and gave me a complete training on how to use and take care of my new purchase. Visiting Black Magic is like visiting the Hogwarts of fireplaces! read more

Black Magic Chimney & Fireplace - a fireplace with a mirror above it - Fireplace Services Near Me - Cambridge, Massachusetts

Our gas fireplace stopped working back in November after 12 years of keeping us warm during winters. Black Magic Chimney was not the first phone call I placed and it turns out there are people out there who have no idea what they're doing. My second phone call was to Black Magic Chimney and I cannot praise them enough. John and his partner were super knowledgeable, professional, meticulous and I highly recommend them for any fireplace related issues. Our fireplace looks and works better then when it was installed. I'm a very happy customer. read more

We have used services offered by this team of professionals for decades. Reliable, efficient, and helpful! The young man discussed the pros and cons of treated/ untreated wood as well as java logs, fire starters and how to keep ashes safe for composting. They will also look up the chimney and make sure you don't accidentally end up with slow cooked squirrels, chipmunks etc. Thank you for making our hearth winter ready. read more

If you want a fire They have no desire for hire Should you get lucky and light a spark It only leads to you being left in the dark. Maybe a billow of hot air But alas your harth will still be bare Good luck lighting a fire under their a$$ Do your self a favor and pass! read more

John from Black's Chimney (Masonry group) came out after I placed a desperation phone call. A referral from our stone supplier (Mutual Materials) after the Mason we hired turned out to be a mess. John came out and after assessing the situation, he worked with our tile installer to create a fabulous solution. A couple of weeks later (we ordered a custom cement mantle) Matt and Ryan came out to install the mantle and Masonry and the result is magic! Matt and Ryan were exemplary. Polite, courteous and extremely neat. Their work was beautifully and quickly completed. Thanks everyone, you made a terrible experience turn out to be the best! read more

i had a meeting scheduled for friday between 11 and 11:30. After 11:30 i tried to reach the office to determine if anyone is coming and are late. i got a "please leave a message" routine. i left a message if anyone is going to come and keep the appointment. i thought of calling again after no one called. this time i got the receptionist or whoever she was. she told me Larry is busy with customers and can't come to the phone right now. i am here wondering if anyone is going to show and she is telling me he can't come to the phone. pretty outrageous customer service. at the extreme end of as poor as possible and horribly rude. this is not a cheap service and who wants to work with someone that wont even let you know that he isn't coming and who's receptionist is extremely rude. read more

I found their prices for a particular gas stove to be very competitive. The service was terrible, however: never called to let me know when it was in, had a tough time scheduling the install, and their recommended plumber was offensive and barely competent. And, after a year, the stove developed a problem staying lit, but their repair guy couldn't fix it because the stove would was too hot after I showed him the problem. Is it just me, or wouldn't a stove repair person have to deal with warm stoves pretty much all the time. In the end, I saved money, but it wasn't worth the hassle. read more

Rude and overpriced. Jenn on the telephone is one of the more condescending and rude customer service people you will deal with in your life. This company does not return phone calls, blows off appointments with no communication; and overall is just rude and not that great to deal with. Given the egregious prices they charge, I would give your money to someone else. Quit your job Jenn, you obviously hate your life! ;) read more

Zero Stars, really. I needed a repair to my gas fireplace and I chose Black Magic originally because I was able to get an appointment with them much sooner than the other company I called. Two employees came to my house and evaluated my gas fireplace, which would not light, and told me that I needed a number of new parts, one of which had to be ordered. They assured me that the part was available and that I'd hear back from them shortly. Unfortunately, this never happened. After many phone calls to them, I found that the part had never been ordered-their office and business practices are very disorganized. And I was never able to get anyone to call me back. I think the most dismaying part of the service is that I was able to reach one of the owners during one of the calls and he ASSURED me that I'd hear back within a couple of days. Still, no call back. In addition to the run around I got, the visit by Black Magic left me with a completely non-functional fireplace, which I rely on to heat part of my house. They disconnected the ignition and didn't bother to light it- and the only problem I had had before they showed up was that I couldn't get it to start. I wouldn't recommend Black Magic to anyone. Fortunately I had the sense to call The Fireplace Guys in Malden. It took a few weeks to get an appointment, but they were able to diagnose the problem, get the parts and get it fixed within a week. One part I needed was special order, but within 30 minutes of the first visit, the owner called me to say that he'd tracked down the part and that it would arrive by the end of the week. I was able to book an appointment for a couple of days later. Their service was impeccable-and I think that only 2 parts were needed. Black Magic had indicated many more would be required. read more

Absolutely terrible. I had these guys come out to give me a quote on a new chimney liner, and they gave me the lowest quote. I told them that I'd like to schedule something ASAP, and they didn't get back to me for 2 weeks. I called and followed up, another week. Finally, they told me they needed to come out for a second visit. They didn't show. 4 weeks go by, not a single call or apology. I would advise going with someone else. read more

Really bad service and support. Purchased the Lennox vent-free gas wall stove. Worked for about a year and then failed. Called 5 times for service..no return calls...called a 6th time to ask for Bill and was shuffled off the phone and they never repaired the unit. Stay away from them and their supposed repair person, Derrick. Check out this link instead. Plenty of other qualified dealers: http://www.lennox.com/locate/default.asp read more

Had them come for a repair of a malfunctioning gas fireplace. We just moved in and the previous owners didn't leave us a manual for the fireplace. This made them very mad. They were so visibly angry and disrespectful, my husband and I had to ask them to leave the apartment after 10 minutes. I've never experienced anything like it. I would REALLY advise against working with them. read more

Look, drive up in a Lexus or have your Butler do it.. You would be shocked at how helpful they suddenly are.. My experience as a property owner for many years has been very disappointing.. I think my Yankee way of dressing down keeps me from getting even a hello. read more

Good service from Black Magic. There were some delays due to COVID because the manufacturer was out of stock but not their fault. They recommended a dad and son plumbers who specialize in installing gas fireplaces and they were fantastic - quick, professional and very clean. Did the plumbing work before the gas unit arrived, and just then a quick installation of the unit itself. No hesitation recommended them. read more

No response. No desire to sell. Crickets. Perry just would not give us a quote. It's summer so it's not because they are overworked. Called five times and went by twice. They must have better things to do. Bought from Chelmsford Fireplace Center instead. read more

I called for some questions a few times and got to talk to Perry twice. He always rushed me and said there were three other calls waiting, got my number and never called me back. read more

We bought a gas fireplace insert, brand new Legend G-3 Sticks and Stones. It was all good. Set up a date and time, (they were early, friendly, & thorough). The plumber referral was good too, communicative talker, not as prompt. All in all, not bad after I heard some horror stories from a friend of mine dealing with the same company. Two complaints: They charged us twice for the deposit (rectified) Flame was wrong on the unit. Too much blue flame from one end to the other. Should be orange. The prompt first adjustment made it better, by 50% but still blue with some orange and not what it should look like according to the photos. Called again, and again for a follow up, nothing...no phone calls, nothing... I just ended up adjusting it myself as per the manual.It is now 100% . Bottom line: They can sell and install but I don't feel confident about the service. I am guessing they are slammed with the extra business from all this fear of heating oil prices escalating this fall. read more

A woman named Heather said she would let me know when my order came in. Never contacted me. When I called to check on the order, she admitted that it had arrived but that she didn't know and that she would have called me eventually. When I questioned when that might have been, she hung up on me. I do not recommend this place to anyone. They were terrible to work with and I don't know how they stay in business. read more

I don't know why I tried again, but I decided to swing into Black Magic and check out their selection of freestanding fireplaces as I wanted to replace a p.o.s. Vermont Castings that has never worked correctly in 10 years. I had a decent experience at the store and I left with an assignment to measure my current chimney pipe and send that information back to see if the replacement Valor would fit. I emailed Larry back the information and requested an estimate. No response. That sealed it. I went to Yelp to look for the best rated fireplace shop and found Chelmsford Fireplace. I went up on Saturday, purchased a Valor fireplace and it will be installed this Friday (less than a week since the order). Do yourself a favor, don't waste your time with these nitwits or anyone in the Boston area. Head up 18 miles to Chelmsford and deal with professionals that know how deliver customer service and return emails and phone calls. Worthless. read more

Thank you so much for excellent service. When I called and explained that my elderly parents use the gas insert as a source of heat in their living room, a very kind older man with his grandson came out at 7:30 pm on Saturday night and fixed their fireplace. Highly recommend Black Magic Chimney. read more

We've used these guys before when we bought a gas fireplace-the shop has many choices and they know their products but customer service is awful! No one answers the phone and if you leave a message don't plan on a return call. They charged $250 just to walk in the door for a service call plus parts! The office also screwed up our phone number so I had to call back 5 days later to find out why the service guy didn't call for an appt. No excuse! read more

They do not deserve a star, they deserve the pile of poop emoji only one that is not smiling, it should be snarling and giving the evil eye. I purchased two Town and Country gas inserts. One came without a trim piece, we played a game with them for months called "it didn't come on the truck again". We tried circumventing them but the manufacturer would not ship to us directly. Then we discovered a piece of the insert (behind the glass) has been chipped by the installer. We were completely blown off while trying to get it replaced. We decided to cut our loses and buying it from Commonwealth Fireplace for more than $300. Do yourself a favor, go there. Perry, you are an asshole. You have no business being in customer service. read more

If you want the worst possible customer service, this is the place for you. No return calls -- no follow up -- rude service once you do get someone there. In fact, the owner proudly told me he doesn't answer the phone -- too much trouble, doesn't really care or need the business. Bought a gas fireplace from them, but when I ran into a problem a year or so later, could never find them. Trust me -- this place is high profile and very low on follow-up. Good luck -- read more

Ok, so Black Magic has made up for their shortcomings that I last wrote about. Last week, they called and offered to come and clean our chimney for free because of all the scheduling problems we had with them. And today they actually came and did the job! And they did it well, and didn't leave a mess, and they were nice to boot - just like I remember them when they first came here three years ago. They said they will even come back over the next week or two to install a cap on our chimney so crap stops falling down in there, and they're not even charging us for that. It was very generous of them to do these things for us, and to me, it is nice to know that a business actually cares about its customers and wants to atone for mistakes made. I will be calling them again the next time we need service because I do feel that they once again deserve my business. read more

I wish I'd checked these reviews first. I did a ton of research on my broken fireplace (a brand they carry) and went in with some print-outs of a part I felt might be broken and all the information about my unit. I was treated with the same rude, indifference as the other reviewers. The man barely looked up from his laptop as he dismissively told me the part is no longer available. I asked if my only option was to replace the entire fireplace and he said "yes" and went back to his previous work. Wouldn't this have been a golden opportunity to at least attempt to sell me a new unit? I have no idea how these people are still in business. I join the other reviewers and urge anyone to stay far, far away. read more

We went there, picked out a stove and one of the co-owners came out to our house for the measurements. He sent us a price that we agreed to and we set a potential date for delivery and installation. They never showed!! And then they never returned our calls!! Awful customer service! We were willing to give them over 3K and they did not even call us back! DO NOT GO THERE! read more

Terrible customer service! Took over a week to get a call back. Used a better and cheaper company

Don't bother with this place. I should have listened to the reviews online - this place has zero customer service - actually they border on rude. After buying a fireplace from them that has turned out to be NOT what they 'sold' me in the store, I can't get them to return a phone call. When I stopped in, I was told, "Sorry, not sure what to tell you". Seriously? We spent over 2K in your store, and you won't make an attempt to resolve our concern? I've heard that Chelmsford Fireplace is excellent. My advice, take the drive. DO NOT DO BUSINESS HERE. I wish I hadn't. read more

They do a great job selling and installing but overwhelming they are no show and no call with service appointments.

Avoid the service department. Great at booking appointments and also great at not showing up. No phone call saying that they were delayed. No phone call saying that they were not going to show. read more