A Better Chimney
180, Silver City, NM

A Better Chimney Reviews

3.6 stars based on 25 reviews

Featured Comments:

• m

  molly swan

  1.0

  I went to A Better Chimney because I wanted advice from pros about installing vent pipes for a pellet stove I bought somewhere else. The employee was rude and seemed hostile towards me. They looked up my stove and sold me 3 inch pipes. When I looked at the installation video online it said that 4 inch pipes were required. I called a Better Chimney and told them about this and asked if that was true. The worker checked with the owner who told him to tell me 4 inch pipes were preferable. When I came to return the 3 inch pipes they insisted on charging me a 15% restocking fee. I asked the owner to waive this fee since I had gone to them as the experts to tell me what pipes I needed and they had mislead me. He offered to waive the fee if I could show him in writing that the stove required 4 inch pipes. The YouTube video on the website of the Pelpro stove company states clearly that 4 in exhaust pipes are required above 3000’ sea level, however the users manual does not say it. Therefore he would not return the 15% restocking fee which amounts to over $100. He also recalled that I had taken a picture of the installation diagram which they had in a book on their counter when I first bought the pipes. He was displeased about this. I simply wanted instructions for how to install the pipes. There were no other instructions offered.This company is very begrudging of sharing information. Part of his excuse for withholding the 15% restocking fee is that I had wasted his and his employees valuable time. There was no consideration for my valuable time that was also wasted. Their prices for vent parts are quite a lot higher than Ace or Tractor Supply.

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  Response from the owner

  A Better Chimney is sorry you were inconvenienced by a restocking fee as well as the gentleman wearing a mask. You came into the store stating you bought a Pelpro pellet stove, that the exhaust size was 3 inch and you wanted to purchase 3 inch. We sold you what you asked for, stated there is a restocking fee if you wanted or needed to return any of the pipe. This is company policy. We hope you enjoy your stove.

• J

  Joe Sierra

  5.0

  I use this place with all of my heating and outdoor cooking needs and they have never let me down. The friendliest most knowledgeable crew in town! Definitely recommend this place! The owner James is a great guy!

• K

  Kathleen Gilmore

  5.0

  We are new to Silver City and of course this is our first winter here. Coming from a warm city like Tucson, AZ, seeing a pellet stove was very new to us. We had run it a few times but it just did not warm the house the way it should. I called in and made an appointment for a good cleaning on the stove and pipes. Tammy came out and wow what an amazing tech!! She new as soon as she drove up our system was bad news. She cleaned the stove and it looked brand new. While checking over the pipe stack she noticed quite a few things wrong and recommended we do not run the stove and get the pipe stack and some of the venting pipes replaced. They called me the next day and scheduled me right away for the much needed repairs. The crew was amazing and did such a wonderful job. The stove is working so well now. You don't find many family run small businesses much anymore but these folks are top notch and I would not think to go anywhere else. Thank You for such great customer service.

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  Response from the owner

  Thank you!! Sorry for the late reply.

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