Need to file a complaint?
BBB is here to help. We'll guide you through the process.
Complaint Details
Note that complaint text that is displayed might not represent all complaints filed with BBB. See details.
Initial Complaint
01/19/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
(please see attachment for full overview)To Whom it May **************** out to resolve an ongoing ************************ issue that we have w/ our Chim Chimney installed wood stove. Over the course of 6 months, we have placed dozens of phone calls, left messages and emails. Unfortunately, the empty commitments for follow up have reached a breaking point on our end - It is clear to us that our friendly & open approach to remedy this situation from the consumer side is being taken advantage of.We purchased a new Timberwolf T25 wood stove from Chim Chimney on September 8th, 2021 for the amount of $9,159.00. Chim 100% designed & managed the installation of this unit. This unit was a replacement for an existing wood stove that functioned properly, in an effort for a more efficient unit to heat the home. In designing this replacement, Chim made the decision to replace the existing solid insulated wall piping in the house with a dual wall air insulated piping. As a result of this design change, we have experienced excessive **************** intrusion issues with the stove that need daily maintenance, have stained the piping & damaged the stove with corrosion. The condensation is so severe that it is beginning to impact the flooring below the stove. (images attached)As temperature and humidity peaked, it was clear we had a major issue in the summer following installation on July 20th, 2022. Unfortunately this was design related and we could not resolve solely as the homeowners. During this time, we have reached out via email, called, left messages - all at a reasonable cadence & with the respect that the business was busy, with belief in the pledge that Chim would resolve this. Unfortunately, as we near 6 months on an attempted resolution, that has not been the case.Additional ***************** included in the attachment, as well as the solutions proposed to Chim in December. We additionally got no response from this.-*******Business response
01/19/2023
Just this morning, I spoke with ******* on this stove issue. Our company will be replacing the stove unit and all the piping. He is in understanding that we are working with the manufacturer tech department to correct the new install and not get back in this situation.
*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩
BBB Business Profiles may not be reproduced for sales or promotional purposes.
BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.
When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.
BBB Business Profiles generally cover a three-year reporting period. BBB Business Profiles are subject to change at any time. If you choose to do business with this business, please let the business know that you contacted BBB for a BBB Business Profile.
As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation.
Customer Reviews are not used in the calculation of BBB Rating
Customer Complaints Summary
1 total complaints in the last 3 years.
0 complaints closed in the last 12 months.