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"Job well done."

"At the beginning it seemed that Chimney USA would have the expertise to complete the work well. There were some waiting on parts, that wasn’t a big problem at the time because I wanted it done right. The estimate listed that they would remove the front stone work to be able to get to the steel box fire box for removal and install new steel firebox, then replace all the stone work. Neither one of these parts was done. The 4 metal vents weren’t removed and replaced, the ash door was not installed. There seemed to be a problem figuring out how to get the steel firebox manufactured and to have it installed. The steel firebox was needed so that the side heating vents in the fireplace would work to bring heat into the room. As time went on, there was no resolution to get the firebox and install it. Very frustrating. I finally made the decision to just build the firebox using firebrick. This was a mistake now because there is no exchange of heat for the room vents now. We agreed to have grey firebrick and they installed a grey “cement” (not a fire brick and wouldn’t stand up for the heat of a fire) brick and the installation wasn’t complete to seal off the firebox. The masons didn’t seem to know what they were doing. This would mean that smoke would fill the room. I texted, sent photos, and sent a video of the issues and Chimney USA decided to send their masons back out the next day to fix this problem. This time they didn’t have the grey firebrick, but only red firebrick. They removed the grey “concrete” bricks and installed the red firebricks. None of the workers spoke English which made communication difficult. They had to use a translation app on their phone to communicate with each other. The masons didn’t understand that the firebox had to be completely sealed off so smoke wouldn’t enter the room. Finally, that firebox was complete, but not what I was expecting. The ash door was never found to fit my opening and never installed. The rock face removal and steel firebox was never completed. Those costs were far more expensive than just building the brick firebox. Their cost for the custom stone removal and install of the face of my fireplace was estimated at $3,200 and the steel firebox with damper was estimated at $2,135. Total of $5,335. This was taken off Angi on what it should have cost just to do what they did which was to remove the steel firebox and build a brick firebox. “How Much Does Firebox Repair or Replacement Cost? [2024 Data] Normal range: $160 - $750 Firebox repair or replacement costs $455 on average, but it can cost between $160 and $750, depending on the project's scope and details.” Based on this I’m being charge almost $5,000 for work not complete. This should have been adjusted based on the work complete and the estimate scaled down to represent the job completed. They want me to pay the whole original estimate. I contacted Chimney USA to say that the bill needed to be updated with a lessor amount based on the final work, but they didn’t respond, except to keep sending me the same estimate bill to be paid in full."

"We started service with State Line a few months ago when we purchased our home. Unfortunately everything is run off propane in my neighborhood, so we decided to stay with State Line since they were the provider for the previous owner. For the 1st few months in terms of scheduling and delivery of fuel we hadn't had any issues. Our issues are with the poor level of customer service they provide in response to customer issues. Our last fuel delivery was a complete disaster. State Line recently a week ago as of today. while at work I received a call from a family member indicating that the propane delivery truck left a large sinkhole like crater in the middle of our driveway and the damage was so significant we are not able to get into our garage because the asphalt is raise to the point where we are not able to drive over it. I contacted State Line and was transferred to John. John was fully aware of the damage, in fact, he was looking at photos taken by the driver of the truck which caused the damage. John didn't seem too concerned that the damage occurred stating in the picture he could see where there were pre-existing cracks in the driveway which was besides the point because the driveway was fine prop to the fuel delivery. Regardless, extensive damage was caused by their delivery truck and we expect the section of driveway damaged to be taken care of immediately or at the very lease temporally patched to the make the area drive-able. until they can schedule a permanent repair within a reasonable amount of time. 2 days pass and nothing. I called several times over a 2 days period leaving messages and nothing. I finally received a text message not a personal phone call from John claiming they would send a contractor to our home within a few days. Today is day 3 and nothing. I attempted to call and again was sent to John's voicemail. The photos John received from his employee clearly indicated the significance of this damage. As a result we have no choice but to drive partially in the wet grass causing even more damage to the front yard. I work for a large gas utility company and if one of our vehicles caused this type off damage it would have been addressed immediately, if nothing more than a temporary fix until the permanent repairs could be performed. I cannot fill in the damage because I want the owner and contractor to see the actual damage not photos. This is very poor customer service on their part and the lack of empathy and attention given to the situation is unacceptable I plan to pursue this matter even further. Very poor business ethics!"

"Beware of shipping issues with this company. Ordered an ice maker installation kit on 10/10/25. Shipping was due no later than 10/20 according to company and FedEx tracking. FedEx tracking showed the package at their facility for 8 days without moving beginning on 10/15. Called FedEx 3 times. Each time they said they cannot find package and I have to contact shipper. Shipper has to make a claim, they will not mark it as lost. Called Appliance Parts Pros twice. Each time they say FedEx has to mark package lost before they will do anything. They also state they have to wait 14 days from them before doing anything because of their contract with FedEx. I don't care about their contract, I want what was ordered and paid for. Just going in circles with them and FedEX. If they shipped after 14 days it would be 22 days from that point, 32 days from the date of order if they shipped it that day. There was a deadline for installing this part before tenants arrive. They did not care, would not m"