Chico Fireplace & Wood Stove

Had this firm repair a Valor propane gas fireplace insert. Although my overall experience with this firm and it's customer service was terrible, I thought the technical staff, when they showed up and when the work was actually performed, was very good.

In the initial appointment, the technical staff determined the repair required a part that they did not have. They said they would order it and get back to me. A week passes, and I hear nothing. I then called the office and inquired as to my repair status. I was told by the office they would check and get back to me. I hear nothing. Another week passes, and I call again inquiring as to status. Again, I was told by the office that they would check and get back to me. I hear nothing. About 5 days, later, out of the blue, I get a call from the technical staff who are in route to my house to do the repair. Fortunately, I was home to let them in. They did the repair and asked me for payment before their departure. I asked them if this amount ($487) was for everything and they said yes. I paid them the requested amount via check and they left. Later that afternoon, I get a call from the office saying that I owed an additional $185. I told them that I thought the $487 was for everything but was then told that the $185 was for the first visit that I did not pay for. I told the office that no one mentioned $185 for the first visit. I was told by the office that they would check with the technicians and get back to me. No one gets back to me, but two days later I get an email bill for $185, requesting payment. Two days after that, I get a call from the office wanting to know if I received the emailed bill. I said I did but that I thought they were going to get back to me before sending any additional bill. I was then asked when I would pay it. The conversation then got heated, but I was eventually told that I had two weeks to pay it before triggering a 3% finance charge. I told the office person that I would pay it before then. In fact, that evening I paid the $185 bill via Wells Fargo Bank online bill pay and it posted Feb. 2. Today, Feb. 6, I got a call from the office manager wanting to know when I was going to pay the bill. I told her that the bill was paid/posted via WFB online on Feb. 2 and that she should check the billing account status before making phone calls requesting payment. I then hung up. I want nothing to do with them again.

My Dad called them 6 times and made 6 appointments with them to have them come out to see what was wrong with his wood stove. No showed every single time.