I'd give a -549 if I could. That's how much we've paid them, but still don't have a working fireplace. We called, told them the model of fireplace and asked if they could repair. Yes. The tech Joseph arrived and asked for the manual (not kidding). He disassembled the fireplace, "diagnosed the problem", and said it'd take a couple weeks to get the part and cost us about $500 total to get the fireplace repaired. He charged $250 for the service call. A couple weeks later the part came in. Joseph came out again, installed the part, and took a photo showing us water had gotten into the unit and indicated that at some point in the future that would need to be fixed too. The fireplace turned on, he charged us $299, and then left. 15 minutes later, the fireplace didn't work again.
We called and asked them to come out and fix it. In response, we received an email, with no explanation or context, that said it would cost another $500+ to do additional work on the fireplace. We called again and asked to speak to Joseph's manager. After all, the extent of the repair, and the estimate for the total cost, should've been given during the first visit. That way we could've had the option of shopping around if we thought the price was too high. How was the price of the repair doubling?! Instead of being put through to the manager, however, we were put through to JOSEPH!
Joseph said we had to pay more money for him to do more work because of the water in the unit. Why didn't he see that when he first disassembled the unit and tell us up front we'd need to fix that? Well, he said, he couldn't tell there was water until he turned on the fireplace. That's odd... you took a picture of it. If your camera could see it without fire, then it was visible without fire... And why didn't you do all the repairs at once? We didn't ask for a "fix it for a little bit until it breaks again fireplace"? Well, Joseph doesn't want to do more work than necessary.
We called back and left a message for the supervisor to call us. We never got a return call.
So instead of having a working fireplace for $549, we have one that doesn't work for $549. I don't know about you, Chesapeake Chimney. But to me -- and I imagine to a lot of your customers out there -- it's necessary to have a fireplace that works after I pay you $549 to fix it. read more