My husband and I decided to purchase a therapy spa for my health conditions. I am the type of person who investigates any product I am going to purchase. We went to Chim Chimney, in Wenatchee, Washington, because they are the local dealer for the Marquis Spa. Upon arrival, we met Cam Mc Neill, who happens to be the owner. Cam instantly made us feel at ease and provided us with all of the pertinent information regarding the Marquis Epic. A spa is a financial expense but Cam's integrity and friendly demeanor, helped us to make the right decision for our needs. We would highly recommend Chim Chimney. Any concerns or questions you have regarding your purchase, will be dealt with in a courteous and professional manner. We can't thank Cam and his team enough, for giving us a wonderful experience. We can't wait till the new spa arrives and we can thoroughly enjoy it. read more

Awful experience. Do not recommend! 7 miserable months. First, we were sold on a product and vision (involving custom panels for our insert), that when it came time for installation, we were told was a bad idea. The whole sales process felt very disengenuous. Second, after putting in the order, we were told it would be in by Thanksgiving. However, it didn't show up for another 6 weeks and didn't ever work until well after winter (until early May). During that time, there was gas leaks (they created), major sooting, and a firplace that never worked. Finally, the seven months were filled with failed promises. In the end, the final product looks okay (definitely not great). The owner is unwilling to consider any kind of discount despite the ridiculuous nightmare that was the last 7 months. Probably the worst experience I've had as a consumer. read more

Law Enforcement Involved to get my money back. Fraudulent & cowardly owners trying to "rob Peter to pay Paul." They think the public's money is their free bank account to do with what they please. Do your due diligence before handing these criminals money. They have a long history of trying to rip off the community. Don't make the mistake many have before. I've notified The Chelan County Sheriff (Case #22C13118), Washington Attorney General, and Better Business Bureau (complaint link below). Jennifer McNeill (President) and Paul McNeill (Vice President) of Underdog Innovations Inc. The Entity name over Seasonally Living and registered with the Washington State Department of Revenue. On 6/02/22, I made an initial $2000 deposit on a Covana Legends spa cover and was told that Seasonally Living would put in the order immediately to the manufacturer, they did not. On 6/14/22 , I hand delivered Seasonally Living a $12,000 cashiers check for an increased down payment. Julio (Manager) told me the covers were averaging 90 days for production and delivery. This was later verified by Covana themselves in December. At 90 days, I naturally began to follow up when I had not heard anything. Because they rarely answer their phone, which I always thought was strange, I physically went in to follow up. What I would receive could best be described as lip service and deflection. Julio, would continue to give me fake delivery dates and said it was pending production/delivery. Basically lies and misinformation every time I followed up producing nothing in writing. On 10/27/22, I received this text from Jennifer, "Hello this is Jennifer with Seasonally Living. We are getting the shipping quotes now and finalizing the details for the cover to arrive. I won't have any specifics until Monday at the soonest" that's last time I heard from Jennifer and all my attempts to contact her have been ignored (until getting the Sheriffs office involved). On 12/1/22, I finally had enough and demanded a refund in person. Julio, continued the excuses and said he doesn't process refunds, it's Jennifer. So I said, Jennifer doesn't respond to my calls or texts, so call her and relay my message and say I want to speak with her. He called her, relayed my message and when he said that I would like to talk to her, she obviously refused and then hung up the call further avoiding me. That evening I sent an email to Jennifer demanding a full refund. It was Ignored. On 12/2/22, I went in late afternoon to follow up and received the same excuses from Julio and Jennifer continued to be unresponsive. I had no choice, but to report them to the local Sheriffs office who now Investigating them for fraud. Handing a check this large to Jennifer is the bait she needed to expose the real frauds the McNeills have always been. It's clear they have used my money for other things, rather than actually placing my order because the manufacturer confirmed they were never above a 90 day production time line, yet Seasonally Living has been sitting on my money for 6 months. Outcome... In early January 2023, the Sheriff literally had the cuffs out ready to arrest Jennifer and miraculously after stalling for 5 weeks she produced the check to the Sheriff and mailed it to me. I finally got my refund the middle of January. They will make every effort to rip you off. Stand your ground and notify the agencies that are already aware of their criminal behavior. Contractors, other spa companies, Manufactures (Artisan/Marquis) etc etc. all are aware of these criminals. Please read the BBB complaint below for more information. https://www.bbb.org/us/wa/wenatchee/profile/hot-tubs-and-spas/underdog-innovations-inc-1296-1000140140/complaints#1369213205 read more

We bought two outdoor Infratech heaters from them. They sold us that if we had issues they could manage warranty claims. We had an element burn out. Several emails and calls and they did not do a thing. Promised to help but nothing. Keep trying to contact them for support but no response. I ended up calling factory direct and taking care of it. I would not recommend this business based on very poor support. read more

We ordered our hot tub in April 2023. we were assured we would have it by July 4th. after more than 20 calls and 10 in person visits and lots of stories, We still had no hot tub by Labor Day.Ultimately, we called cal spas in California, and they spoke with the owner,l. They were told there was no hot tub ever ordered for us. we tried to see Jennife, but she wasn't available. We spent the next two and a half months getting our eleven thousand dollars back. Not from chim chimney, but rather from our credit card, who filed a complaint which the owners were unable to answer. If not for Citibank, we would not have gotten our money. SL Jennifer never once answered our calls. read more

We ordered a Marquis Swim Spa July 2020, still not here as of October 2021. I actually understand with all of the Covid and supply issues it was going to take a long time. Our biggest gripe is they never, and I mean never return calls for information, and when you do finally speak to anybody they act offended and somewhat hostile when you ask for any information what so ever. We have had to reach out to Marquis spas several times to get any information and help. Every we spoke to someone there, they had to get "permission" from Chim Chimney to get permission to speak to us. After which we were given information on what was going on. I wish we had gone someplace else and I live in fear now that if something goes wrong with the spa - we will never get it serviced. I suppose if it never shows up - that problem is moot. read more

I requested service on our propane Earth Stove and gave Seasonal Living my credit card over the phone. The service man arrived on time and said that he had no experience with the Earth Stove. I had sent Seasonal Living a picture and the name of my stove and expected them to come prepared to efficiently service the stove. He spent a maybe two hours and left with the flames still not right but with the hot stove, instructions for me to further adjust the air intake later after the stove cooled. He also adjusted the pilot too high and I had to adjust that also. A couple of days later while looking at my bank account on line I saw that Seasonal Living charged my credit card $600. I had to call and request a bill. Half that amount would have seemed somewhat reasonable considering the service received. read more

I ordered a baffle and blanket for my Hearthstone stove (about 4 lbs). They charged me $97.00 dollars for shipping and $147.00 for the baffle and $32.00 for the insulation blanket. After 2 months and not hearing from them I called several times and finally got through, they had not received my parts yet. So I called the Monroe fireplace shop and found out I could have saved over $100.00. Five months later I finally got my parts. I will never do business with them again. I think do to many poor reviews they have changed their name to Seasonal Living. read more

If you read Kurt C.'s review of 5/11/2023, I could have written that. What a bunch of scam artists. I had used the phrase "rob Peter to pay Paul" several times when telling my friends what was happening to me. It was obvious. Because they never answer their phone (I wanted to cancel my order because it was taking too long) I took it up with my credit card company and didn't even deal with them anymore. Hard to do when they don't communicate. We, too, had stopped by to talk in person. Deflection at its best. Anyway, when you file a claim on your card, you have to wait like 40 days for the business to tell their side. On about the 40th day, "Julie" (probably really Jennifer) called me. She was SO PLEASED to let me know the shipping was happening. I purposefully didn't tell her I had made a CC claim to see what she would do. I told her this has gone on too long, I don't have any faith or trust there is a hot tub even ordered, and I wanted my card refunded. She said she couldn't do that because she wasn't the merchant. HUH? But you are. Anyway, to make a long story short, when I kept pushing back she said "well, didn't you make a claim on your card anyway?" I knew it, this is why I finally got a call. I told her she should look for a new job, she told me to have a nice day, and we hung up. RUN from this place. read more

Don't use this company!! Buyer BE Where! We bought a top of the line fireplace from this ridiculous company and we have had nothing but problems with the unit. The office staff changes more than the days of the week, so if you schedule an appointment be prepared to schedule 3 more times before they will come out. The office staff is incredibly unprofessional and will either pretend that you didn't make an appointment or reschedule you with no apology for your time lost to be there to meet their installer. They also will charge you hidden fees that is not disclosed at purchase so be prepared to pay thousands of dollars extra. I could go on and say more, but there is not enough space to explain how bad this company really is. If you need a fireplace installed look to others in the valley! read more

In May 2022, we tried to buy a Bari Plus wood stove from Seasonally Living formally Chim Chiminey. We paid them close to 7K at that time. Finally got it after 6 months of virtually no communication from Jennifer the owner. And we had to drive 4 hours to come pick it up because i no longer trusted them to do anything. I must say that Dale and Julio (sales people) did their best considering but the issue with getting the stove came down to the owner/Jennifer.. We learned after speaking with contacts we developed at Hearthstone (Bari Plus stove wholesaler) that the stove was available back in August/September and the issue was not theirs-that Jennifer never ordered the stove for us. . After various conversations with others, i think it's possible that this is a money laundering operation or a tax avoiding business. Jennifer has an interesting approach to running a business. Might i suggest Jennifer, that you learn to communicate with your clients. Even if it's bad news, keeping everyone informed vs in the dark is a much better approach. I would not suggest shopping at this store even to my worst enemy. read more

Their prices are ridiculous. Almost $300 for a service call 16 miles from their location. 7k to convert a gas fireplace to wood. This place is a joke...beware! read more

Been customer for 15 yrs always willing to discuss issues correct them and provide excellent service and Brandon is an amazing spa repair tech read more

The worst place to buy anything . I brought a fireplace insert last year in December on the 14, 2019 and they said it would be here in 2 weeks , but because of the holidays it was here the middle of January. So a week later to install, but they called to say on the day of install that it had a hole in it and not coming to put in. So they had to order a new one. So it came in the middle of February, but it was not the right one. So ordered a new one again and got it in middle of July. Still not the right one. Getting mad at this point. To say the least.!!!! So they called us a liar that there was no blower on it. So a different guy came up and said it was the board. Was going to order a new one. Never seen or heard from him forever. Mind you by now this is December of 2020. So we got the sales reps number to call him and he said I thought they had yours done. So he ordered a new one that came in 2 days before Christmas. But still didn't have right parts. So had to come back the next week and finish. Than they wanted there rest of money on that day. I will never ever go there or send anyone there as they r they worst people to to do business with. So it took one year and three weeks to get it installed. And they r way overpriced!!!!! I give them a big fat O on rating. Go to Fire Place Guys in Wenatchee and don't waste your time with these guys. Jen just wants your money now!!! Don't pay for anything there not worth it!!! read more

Bought a refurbished hot tub from them and it was a total lemon. The number of service calls I had to have was crazy and each time I had to run the tech person through all the details and explain to them the service history. Realizing it was a lemon they FINALLY took it back and I bought a new one from them. Now it needs service and I'm experiencing the level of "quality". read more

On a scale from 1-10 these people rank a -5 (negative 5). Like many other complaints, customer service is non existent. If you're even lucky enough to get ahold of the tech it's a game from there. 99% of the time they transfer you over to the tech only get a voicemail that never gets returned. We have had nothing but trouble from day one with our gas fireplace that was purchased from them. Once they've got your money you're history to them. From experience I recommend never considering Chim Chimeny for anything. read more

Purchased a new Marquis spa yesterday from chim chimney originally because of the high quality Marquis spa but I found I was to receive even higher quality customer care from their team. Purchased spa at noon at 2pm spa arrived on the crane delivering it 3pm spa in place begin filling. 5 pm spa complete. Noon today just 24 hours from purchase I'm lounging with my wife. Thanks Cam and your team at chim chimney. Can even coordinated the crane.... Less than 2 hours!!!! read more

$85/hr to come and do a hot tub "walk through". That's doesn't even include servicing the unit. I don't understand how they can justify that price. EMT's and Medics make just above minimum wage....just sayin. Absolute robbery read more

Good selection, but no one knows anything about anything they sell. As a first time buyer of a wood stove and hot tub I was expecting the sales team to know more than I did. Nope that was not the case, no one knew anything about the the products, no prices were posted anywhere, and they made it very clear that they were annoyed when I asked for a price. Sorry if I want to know if I am looking at something that's $2,500 or something that's $10,000. Won't be purchasing from Chim Chimney. read more

We purchased a Marquis V94L on Wednesday. Two hours later it was placed on our deck by a crane. Five hours after buying it we had it filled and running. About 24 hours later it was up to temp. and we just enjoyed our first soak! What above and beyond service!!! We are so happy we chose to go to Chim Chimney because of the high quality product, but the service was every bit as good if not better. read more

If there was a zero star, this would be it! Ordered and paid for parts/labor end of December to have my existing fireplace tuned up and a blower/remote installed on the new one I purchased from them. They've cancelled twice on coming to do the work. I even had to call to find out where the install man was when they told me he wasn't coming. And to top it off, they said they were not aware that I had two fireplaces that needed work. Receptionist said she didn't know anything about the job, even after all the conversations I had with them. She said everyone I had spoken with was either fired or quit. NEVER, NEVER DO BUSINESS WITH THESE PEOPLE. They LIE!!! Now I am driving to Wenatchee to pick up the parts to have someone else do the work. They won't even give me my credit for trip charge and labor ($264) until I go to the store! THEY ARE PATHETIC! read more

Purchased my pellet stove December of 2019 and was told I should have it in 2 or 3 weeks. It was finally installed in February 2020. Every time I used it, it smelled like smoke. When I called to ask about it I was told it was because it was new. I called again and was told I would be charged if they came to look at it. I only used it about 5 times last year. In January 2021. the smell of smoke became worse and the stove would shut off. I called and asked a technician to come and look at it. I was told I would be charged if it wasn't warranty work. A young, very polite, very inexperienced technician came. He shocked himself twice and the auger stopped working. He video chatted almost the entire time with a more experienced technician. He said "I don't know if I am supposed to tell you, but it was installed wrong. The pipe was supposed to come straight out the back". I had paid over $500 for installation (they piped into existing holes) and about $300 for piping. Another technician came and piped it correctly. When I asked for my $95 back I was told I was lucky I wasn't charged for the time and parts to reinstall it correctly. After a year, and only about 25 uses, my stove seems to be working much better. I still smell smoke because even though I asked numerous times, they never replaced the seal that has a gap in it. It arrived that way. Go somewhere else. There is definitely a reason they only have two stars. read more

I purchased a $14000 hot tub. 5 months later the heater went out. I had to call 5 times to the service and store before anyone called me back to offer to come fix it under warranty. Then they wanted a $50 service charge. 10 days later someone might be able to come if they have time. Worst customer service and product support I have ever received on anything I have purchased. That's ridiculous. I would never recommend anyone buying from them. read more

We love this store. We have a spa tub, and just purchased a pellet stove. The business is well stocked, and the staff are very helpful, not pushy. read more

Classic case of bait & switch. Owner points out beautiful floor model for which we pay, doesn't have much paperwork at time of sale, but "trust me, I'll have it later." Five and a half months pass before anything is installed. The fireplaces were installed wrong and a far inferior unit is jerry-rigged into place in one wall.. Builder had to retro-fit the one unit. Dozens of phone calls and e-mails seeking a response with no answer, only to be finally told "sorry for the misunderstanding." Locals in the area say this is not uncommon. read more

I can't even give this place a star, worst customer service I have ever encountered, they wanted me to pay for a service call to show me how to operate my hot tub after spending $10,000 in their store read more

I bought a large hot tub for $8,000. Owner wanted to be paid before he would take off truck. Put in writing that he would provide a fully functioning hot tub. It is now almost a year later. The tub has had a leak, missing parts and functions that do not work since day one. Owner will not address, has hung up on me and suggests I get someone else to take care of. That will be what I am forced to do now, get receipts and take him to court. Don't make the mistakes I did...do not trust owner Cam. read more

I have nothing positive to say about this company. After months of "I'll call you right back" at best and being hung up on at worst we concluded we could not do business together. I believe they carry good products but would go to great lengths to find them elsewhere. read more

Great service and very knowledgeable. Cam helped us pick our wood stove and then they held it at the store until our house was built. I ran over a wood stove pipe in our garage and when we went back to get a replacement they gave us a 20% discount. read more

CAUTION: Do not do business here! Paid 4 grand for gas fireplace. As soon as they cashed the check, they completely vacated customer service. They have avoided me completely in regards to my concern and defective fireplace circulation. They've lied to me about sending out a repairman to fix my brand new fireplace!! They have ignored my complaint to the Wa Attorney General. Unacceptable and I'm unable to understand how they are allowed to continue their operations. read more

We bought a Lopi Endeavor wood stove from Chim Chimney fall 2017. HORRIBLE customer service. You have to pay up front for pipe parts needed to instal and then when you ask for your money back for parts not used, because they do not offer to give your money back, it is like pulling teeth. Shady snakes. The stove was not installed correctly. The chimney is not long enough to create a proper draw. I contacted them twice about the problems and would only get help if I paid them. They do not stand behind their work. My house has been filled, and I mean filled, with smoke three times with all fire alarms going off. The house fills with smoke fast. Poor design of the top damper such that the opening to the stove pipe will close off without you knowing. Take a close look inside there before buying. When it is windy outside smoke pools down the chimney and then hemorrhagesome smoke out the top, front, and bottom. Chim Chimney in Wenatchee has no integrity. Neither does Travis Industries, the place that makes the stoves on Whidbey Island. Same attitude there. Do not buy from them. Learn from my mistake. I had to give them one star to make this review post. read more

How to explain our experience with Chim Chimney? We purchased a gas fireplace from them 5 years ago and needed a part replaced this December 2nd. We scheduled an appointment for the installer to come replace the part and after several no shows on their part, we were told the wrong part was ordered and needed to be reordered. After several more no shows from the installer, we spoke with the owner, Cam. After much back and forth, Jed, the installer, called to set up another appointment. Again, he was a no show, but we were promised he would be here on Christmas Eve. Jed called to say he was on his way but then called right back to say he hadn't done his Christmas shopping and wouldn't be here. We finally contacted Travis Industries who manufactured the fireplace and they contacted Chim Chimney and the part was finally installed. However we, plug ins were done incorrectly which left us with no blower or backlight. It took them a week to come back out to fix it but now we finally have a working fireplace. Their product is good, but on a scale of one to ten, I would rate customer service a 0. It took six weeks and the manufactures intervention to get out part installed. read more

Bought a wood burning insert with a blower. The blower quit before a year. Described my problem and they sent a tech not telling me it would be $95 for the service call as it was still under warranty, or so I thought. The tech did not bring parts for my stove and told me that he does not work on these much, primarily on gas stoves. He removed 2 screws and said the sensor was out but he did not have one. Described how he could bypass the sensor but had no parts for that either. I went to my shop, built the part with my own stuff, came back he was sitting on the hearth looking at his iPad. I installed the bypass myself while he sat and watched. He put back in the screws and again got on hi iPad and said that will be $95. I said for what? You had no parts and I did the work. I paid him as his boss was the problem not him. So far no resolution from Chim-chimney. very disappointed. Horrible customer service. Stay away! read more

This place has terrible customer service once the sale is made. Installment was horrible, our entire basement smells like smoke, its permanent as we have not been able to use the fireplaces. The handle broke off the downstairs fireplace the first time we tried to use/open it. Now it wont open at all. The upstairs fireplace handles are also defective, we've called on this after installment, nothing has been done. They measured our fireplaces wrong and ordered the wrong fireplace, had to then order a bigger fireplace which after installment we were told was over $4,000.00 MORE. Of course we dont have an extra 4 grand lying around, but they will not fix their mistakes unitl we are paid in full. However we are in the position we are in BECAUSE they measured wrong in the first place! Had we known the true price of these two fireplaces (we had already paid almost $13,000.00, they wanted well over 4,000 more) we would have never bought them from Chim Chimney. We were warned before we ever did business with them, and we should have heeded that warning. We regret doing business with Chim Chimney. We've had no work for 6 months, no fire places in the coldest part of winter, Our basement smells like a forest fire, our childrens clothes smell like smoke, but they wont come do anything until they get their last $1300.00, it's just rediculous. They've gotten over $12,000.00 from us so far, but because we cannot come up with the rest, which is now less than $1500.00 dollars, They will not fix anything that came from their store! It shows exactly what kind of customer service they give! All they care about is taking peoples money, not taking care of their customers after they gave them business. I posted a review on their Facebook page yesterday, Paul McNeill responded to me today with "we will fix your fireplace with no questions asked as soon as your balance that is over 16 months old is paid. After that no problem on fixing the handles. Im sure you understand." LOL, yes....I understand you didnt do your job right in the begining,and now we are paying the price. Trust me, do not do business with Wenatchee Chim Chimney, they do not care about their customers. He then blocked their facebook page. Isnt that great customer service? Never again....lesson learned. Stay clear, obviously nothing has changed. read more