Thank you so much for your glowing 5-star review, J W! We're thrilled to hear that Ron provided you with prompt and professional service. Your recommendation means the world to us at Chim Chimney! If you have any more questions or need assistance, just let us know. We’re here to help!
R Blank2025.11.12
I am amending a review I had left on Nov 10 (which Google goofed up my attempt to edit and upgrade from 1 to 5 stars). Chimney Chimney (Kelsey) promptly contacted me to correct the unfortunate scheduling issue and was very apologetic. Trey showed up to my home early on Nov 12 to perform a full inspection and cleaning with a detailed report. In whole the experience turned out to be very thorough and I am extremely pleased with their communication, response and timeliness. It was an uncommon scheduling issue and I am glad that Kelsey and Trey were able to rectify it professionally and with courtesy. It's refreshing to know customer service is still alive and well among some companies. I will do business with them again, as accidents do happen, but it was their response will keep me as a customer moving forward. Thank you Kelsey and Trey for your help.
Thank you so, so much for this incredibly kind and thoughtful update. We truly appreciate you taking the time to edit your review and share the full story, especially after the frustration with Google's system.
I was so happy we were able to connect, and I'm very grateful for your patience and understanding as we worked to resolve that scheduling error. We hold ourselves to a high standard, and we were genuinely disappointed that we let you down at first.
Your words about customer service mean a great deal to us. We believe exactly what you said: accidents can happen, but it's the response that truly matters.
I am thrilled to hear that Trey provided the thorough, professional service you deserve, he will be delighted to read your compliments!
We are so grateful for the chance to make things right and earn back your trust. We value your business immensely and look forward to serving you for many years to come.
All the best, Kelsey and the Chim-Chimney Team
RLena Blank2025.11.12
*Edited update* Kelsey reached out to personally to apologize for the way the re-scheduling was handled. She PROMPTLY resolved the issue and had a technician at my home first thing the morning after we spoke. Trey was extremely polite, professional, and performed a thorough inspection with a detailed report. After the initial and uncommon scheduling incidentan appt at the beginning of Oct and the first available was November 10, totally understand. On the morning of the 10th as Im awaiting their arrival, I received a 'text' stating the technician was sick and I needed to call to reschedule. While I understand that issues happen, it was the way it was handled that is the actual issue.
I called and explained that I received this text having to cancel my appointment and was calling to reschedule. The only option I was now given was a date in mid December. When I asked if there was a way to compensate/accommodate my time (off from work today) and them having canceled at the last minute, by working me in at a earlier date. I was told they didn't cancel, they can't control employees getting sick but did offer me a option to pay an additional fee of around $70 for priority service.
So..... I wait a month for my appt, they cancel on me, push me to the back of the line on rescheduling OR want to upcharge me to show up sooner than 5 more weeks from my initial appt.
Very disappointing customer service, maybe it was a blessing in disguise, or maybe just a giant red flag.
My name is Kelsey, and I’m a manager here at Chim Chimney.
Thank you for taking the time to write this. I have read your account of the situation, and I am genuinely appalled. Please accept my most sincere apology.
You are 100% correct. This was a failure on our part, and your frustration is completely justified.
While we have had an unprecedented number of our technicians out sick this past week, that is our problem, not yours. It does not excuse what happened next.
The fact that you waited a month, were canceled on, and were then told your only option was to wait another five weeks or pay us more money is completely unacceptable. That is not our policy, and it never should have happened. The "priority service" you were offered is our VIP appointment slot, which our team should have used to fix our mistake, not to try and upcharge you.
This was a critical failure in our customer service process, and I am using this as an immediate training opportunity with my entire team.
To say "sorry" is not enough. We would like to offer you your entire service, completely free of charge.
We do hold a few appointments in reserve for exactly these kinds of situations. I will personally ensure that you are booked into one of them at your earliest convenience.
Please give us a call at 615-364-8987 and ask for Kelsey, and I will personally get you booked.
We let you down, and we are deeply sorry. We hope you will give us the chance to make this right.
Sincerely,
Kelsey
Scott Voelkerding2025.11.04
I hired this company to retrofit a 100-year-old coal burning fireplace with a new vented gas insert (with coals). From the sales associate to the installation crew, this company was knowledgeable, friendly, and professional. Their commitment to code compliance and safety was prevalent in their company culture and a significant factor when choosing this conpany for this work. I was also very satisfied with the Valor vented gas President insert. Whether you need a chimney or dryer vent cleaning or an installation of a new or retrofit fireplace, I highly recommend Chim Chimney.
Thank you so much for your fantastic review, Scott! We’re thrilled to hear that you had such a positive experience with our team at Chim Chimney. Our commitment to knowledge, professionalism, and safety really shines through in projects like your retrofitted gas insert. We appreciate your recommendation for our chimney and dryer vent services as well! If you ever need assistance in the future, we're here to help. Enjoy your cozy new fireplace!
David Bockian2025.11.03
Chim Chimney is without a doubt the best fireplace related company in middle Tennessee! They are very price competitive and exceed every service metric I could ever have imagined!
Thank you so much for your glowing review, David! We're thrilled to hear that you consider Chim Chimney the best fireplace company in Middle Tennessee. Our team works hard to provide competitive pricing and top-notch service, so it’s rewarding to know we’ve exceeded your expectations. We truly appreciate your support!
AnnMarie Turpen2025.11.01
I called Chim Chimney to schedule a sweep and get an estimate for turning my wood burning fireplace to gas. Ethan came out to help me with this, and he was great. I would highly recommend them!
Thank you so much for your glowing 5-star review, AnnMarie! We're thrilled to hear that Ethan provided you with excellent service during your wood burning fireplace sweep and the gas conversion estimate. Your recommendation means the world to us at Chim Chimney! If you need anything else in the future, just let us know. We’re here to help!
Thank you so much for your fantastic 5-star review, Jim! We're thrilled to hear that you found our service at Chim Chimney to be excellent, knowledgeable, and efficient. Your satisfaction is our top priority! We appreciate your support and look forward to serving you again in the future!
Thank you so much for your fantastic 5-star review, Tank! We're thrilled to hear that Ron provided you with such great service at Chim Chimney. We can't wait to work with you again too. Your support means the world to us!
Thank you so much for the glowing 5-star review, Cody! We're thrilled to hear that you love working with us at Chim Chimney. Your recommendation means a lot to us! Looking forward to serving you again soon!
Thank you so much for the fantastic 5-star review, Peter! We're thrilled to hear that you found our team at Chim Chimney to be professional from start to finish. Your satisfaction means everything to us, and we look forward to serving you again!
Thank you so much for the wonderful 5-star review, Kim! We're thrilled to hear that you were pleased with the service and that Michael made your experience pleasant and helpful. At Chim Chimney, we always strive to provide top-notch service, and your feedback truly motivates us. We look forward to serving you again!
Becky Porter2025.10.08
They are very educated on your job and do not lollygag thank you very much
Thank you so much, Becky! We're thrilled to hear you appreciated our team's expertise and efficiency at Chim Chimney. It's our goal to provide top-notch service without any delay. Your positive feedback means a lot to us!
Thank you so much for the 5-star review, Marianne! We're thrilled to hear that Ethan provided you with wonderful assistance for your new vented gas logs and chimney issues. At Chim Chimney, we strive to deliver exceptional service, and it sounds like we hit the mark! If you need anything else, just let us know!
Christopher Brown2025.10.01
Michael was great. He was on time, nice, and understood what i needed and was able to provide me all the information I needed to make a decision.
Thank you so much for your glowing 5-star review, Christopher! We're thrilled to hear that Michael made such a positive impact during your service with Chim Chimney. It's fantastic that he was able to provide you with all the information you needed. We truly appreciate your kind words!
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