A Better Chimney

While the service and maintenance on my stove was eventually completed, the process took nearly six weeks. The delay was due entirely to the company owner/serviceperson's repeated promises to return my calls ("I'll call you back in 15 minutes to schedule an appointment") were ignored. Promised return calls were never returned on at least three occasions; at least a dozen subsequent phone calls by me to the company's staff were required over the course of the time it took the company to complete the job. On more than one of these phone calls, it appeared that the company staff itself was unable to reach the owner despite his stated appointment schedule (i.e., AWOL).

The only time when the owner did express an interest in pursuing the repair job was via a last-minute call on a day, stated previously to the owner, when I was unavailable. Due to the owner's forgetfulness (which he himself admitted), I was nevertheless bumped from the job ***, with no apology offered.

After a month of repeated calls on my part were ignored, it required an ultimatum from me ("please let me know if you wish to pursue the completion of this job, or else I'll seek another service") before action was taken by the owner. Finally, the cost of replacing an electrical unit in the stove suddenly jumped substantially from the price quoted by the owner on the previous day's service visit. ("My mistake," claimed the owner; forgetfulness appears to be a common trait with him.)

This company appears to believe that the few establishments who do this type of service in the Silver City area guarantees a market for their business. But despite the good work performed by the several technicians who visited over the course of four visits to complete the job, the company owner's irresponsibility, unprofessional behavior and entire lack of courtesy towards clients have convinced me to seek from now on the services of any of the other companies in the area that perform the same work. I would advise anyone reading this review to do the same if you wish your service to be completed in a timely and courteous manner.

I called to have my pellet burner looked at/ repaired. The first service call was cancelled by them.

They were late for the second one. We were advised that the exhaust motor, the room blower and auto ignition needed replaced, it would have to be pulled from our home and taken to their shop for the repairs which would cost $1000. or they could sell me one of theirs for $4000. installed.

After they left, on our custom painted wall above our pellet burner were huge black smudges left by the "service people".

I had thoroughly cleaned our stove and vent pipe at seasons end, the "service people" arrived and entered our home heavily soiled, highly unprofessional.

I called the manufacturer of our stove and was told "They (a better chimney) don't know what they're talking about." Their tech diagnosed the problem over the phone, a $25. part!

I am grateful that we are only out the "service call" fee since they did show up but certainly am offended that they tried to get a large amount of money from us and all the others that have had a similar experience.

purchased an Enviro pellet stove from A Better Chimney Silver City,N.M. and have problems from the beginning.

This lousy business has failed to fix the stove by making worthless service calls, never on the appointment dates promised. When questioned why the stove can't be fixed and want something done they threw me out of business and threatened me.

A customer I know bought a ton of pellets with a promise to deliver to, never delivered, went to store to complain and told them to load pellets into a truck he brought, they threw pellets in truck, breaking bags and even threw bags onto the roof of truck, denting the roof causing property damage. I was warned they had terrible customer service but purchased anyway, but beware they will cheat you, lie to you and won't backup warranty work