Black Magic Chimney & Fireplace

The only reason they are even getting one star is for the fact they have a good selection of fireplaces. Otherwise, no one knows what’s going on in that place. Ordered two gas fireplaces from them. They don’t work as a team so you can only speak to the person who you originally purchased from. The guy would never return my calls after the purchase (parts were missing and I wanted them to come install which never ended up happening cause they claimed they had no time to install) and so when I asked to speak to a manager I got some other guy but when I spoke to him a week later he supposedly had no clue who I was and again I had to go back to the original salesperson who STILL doesn’t understand what parts I’m missing. I even told him I would take pictures of what I have but he said he knew what I needed. Unfortunately after 6 weeks I got the parts and they’re wrong, like I predicted. Long story short– don’t use these guys… They just want your money and could care less about customer service after they have made the sale.

They are terrible with scheduling. Even though I clarified the time twice because they said the plumber also had to be there the same time to install the gas line, they were over a hour late meaning the plumber just sat there and eventually left without doing the work and I had to take off another day of work to reschedule the plumber.
Installation of gas fireplace was ok. They left scratches on the floor and spray painted the wall in addition to the stove pipe. They had given me some inaccurate information about the color of the stove pipe, but were good about ordering paint so that I could paint the stove pipe.
On the plus side, the stove required some maintenance on two occasions in the immediate months after installation and they were decent about fixing it. Then again I hadn’t paid in full yet, so they were potentially just trying to get their money.

The best in-​store selection of stoves we found. The vocabulary new and confusing (surrounds, inserts, risers, etc.) and the sales people patient but not always explicit. Expect to do your homework and keep on them or they’re liable to forget you. All that being said, we’re very happy with what we finally chose, the plumber that they recommended, and that we stayed local.
Update: two years after purchase of a Valor, I had trouble changing the batteries and went back for assistance. Bill admitted he knew no more than to read the manual and then understood it even less well than I did. He referred me to Jason who said a matter of trial and error. Tried to book for service and told not till February or more than three months out. Given name of outside contractor Derick. He never answered my repeated voicemails. Checked with neighbors who had recommended Black Magic. Met with profuse apologies and that they said after-​sale service proved non-​existent and that they would never again recommend Black Magic. My recommendation: waste all Bill’s time in having him describe his stock. If you like any of it, BUY SOMEWHERE ELSE!!!

Seriously, don’t bother. They don’t show up. Don’t follow up. Don’t respond. Surprised they have any customers at all.

Absolutely terrible in all ways possible. Do not use.
Completely uncooperative, unhelpful, and uncommunicative.
Failed to tell us the unit requires an electrician to do work.
Was told by the installer that the plumber had an emergency.
Was told by the plumber they weren’t told by the installer when the install was happening.
There are no options on the installation.

Non-​existent service I tried for months to get them to come on a service call They simply refused to service the unit they Installed Finally tracked down the manufacturer who gave me the number of another company who solved on 30 minutes for less than $ 100

Do not do business with Black Magic. I would give them 0 stars if it was an option. 9 months ago they sold me a chimney cap which they never delivered. After calling, emailing, and visiting their store multiple times, I still have not received my chimney cap or a refund. They stole my money and have no intentions of delivering the product. This is a badly run, dishonest business.

They do not deserve a star, they deserve the pile of poop emoji only one that is not smiling, it should be snarling and giving the evil eye. I purchased two Town and Country gas inserts. One came without a trim piece, we played a game with them for months called «it didn’t come on the truck again». We tried circumventing them but the manufacturer would not ship to us directly. Then we discovered a piece of the insert (behind the glass) has been chipped by the installer. We were completely blown off while trying to get it replaced. We decided to cut our loses and buying it from Commonwealth Fireplace for more than $ 300. Do yourself a favor, go there. Perry, you are an asshole. You have no business being in customer service.

Thank you Unilocal users for the warning about the outrageously poor service at Black Magic Chimney. I went to the Cambridge showroom looking to set up an order for a wood stove fireplace insert. I waited for about 20 minutes. No one greeted me nor did they say when or if they would be available. When I did get to speak with the salesperson, he was unable and unwilling to answer the questions that I had about the unit. It was as if he was doing me a favor to take my order. He said that he needed to make a site visit to see the fireplace, which I thought was promising. A few days went by and without an appointment, the salesman shows up at the door without even calling or making an appointment. It was by luck that I was there. He inspected the existing fireplace but said he needed to have the installer come by. He said the he would get back to me. 3 weeks later I have not heard from them.

Unorganized. Terrible customer service — I literally had to ask for a different salesperson because the one I had been dealing with yelled at me and hung up the phone on me! Unbelievable! The installers were both pleasant guys but visited twice before actually starting the install due to having shown up too late and then again not having the equipment. Really? You come to a job without the correct material? It wasn’t until the fourth visit that they finally were able to finish the job.
The only good thing this company’s got going for them is their plumbers (DeVito and Son) Great plumbers that are on time and know what they are doing.

Great guys, knowledgable But understaffed, as is always the case with season businesses.
They were more than patient and quite helpful with this novice stove installer. I bought the wrong parts and they set me straight and swapped them out At no extra charge
They’re the only game in town but they know their stuff.

Went to them for gas fireplace insert. From the minute we placed the order for the insert the service took a nose dive. Terrible to talk to on the phone. They don’t call back. They did not process order. When I called for a status on our order, they hung up on me. Unreal. The only positive was the plumber (DeVito) they referred for gas line hookup was professional, on time, and the install of gas line went great. We paid the plumber then stopped the order for insert and went elsewhere.

We had a carbon monoxide emergency yesterday. We were told our chimney needed to be cleaned before the gas could be turned back on. Called Black Magic after a google search. They arrived in less than an hour, worked efficiently and were gone in about an hour. I would call them again and plan to have future work done by them. The technicians were courteous and professional

If I could give then no stars, I would. They have the worst customer service. I had them to my house and they said they would call me to install my gas fireplace, which they never did. I emailed them a few months later, explaining they had been to my house and that I was interested in buying a fireplace from them. The person emailing asked me what kind of unit would I need. I told him I did not know and that they had been to my house but took a guess. I got a rude reply and never heard back from them. If you want a great alternative, call Commonwealth Fireplace in Norwood. Not far from the city and the nicest, professional group to deal with, with excellent customer service.

If you buy an insert from these guys, make sure you have someone else install it. They do not stand by their work. They installed an insert to an open space in my fireplace, and now that I’ve closed it up to put up stone, the unit protrudes too far out. They want to charge me more to fix what they installed incorrectly. It needs to be set in further, and they refuse to do it.

They do a great job selling and installing but overwhelming they are no show and no call with service appointments.

When I visited the show room, I made an appointment to meet with Larry who was very professional. He explained the different options for each fireplace and helped me decide on our new fireplace. The install went well and we love our fireplace in the new condo. Highly recommend Black Magic!

I wish I’d checked these reviews first. I did a ton of research on my broken fireplace (a brand they carry) and went in with some print-​outs of a part I felt might be broken and all the information about my unit. I was treated with the same rude, indifference as the other reviewers. The man barely looked up from his laptop as he dismissively told me the part is no longer available. I asked if my only option was to replace the entire fireplace and he said «yes» and went back to his previous work. Wouldn’t this have been a golden opportunity to at least attempt to sell me a new unit?
I have no idea how these people are still in business. I join the other reviewers and urge anyone to stay far, far away.

Absolutely terrible. I had these guys come out to give me a quote on a new chimney liner, and they gave me the lowest quote. I told them that I’d like to schedule something ASAP, and they didn’t get back to me for 2 weeks. I called and followed up, another week. Finally, they told me they needed to come out for a second visit. They didn’t show.
4 weeks go by, not a single call or apology. I would advise going with someone else.

We bought a gas fireplace insert, brand new Legend G-​3 Sticks and Stones. It was all good. Set up a date and time, (they were early, friendly, & thorough).
The plumber referral was good too, communicative talker, not as prompt.
All in all, not bad after I heard some horror stories from a friend of mine dealing with the same company.
Two complaints:
They charged us twice for the deposit (rectified)
Flame was wrong on the unit.
Too much blue flame from one end to the other. Should be orange.
The prompt first adjustment made it better, by 50% but still blue with some orange and not what it should look like according to the photos.
Called again, and again for a follow up, nothing… no phone calls, nothing…
I just ended up adjusting it myself as per the
is now 100%
.
Bottom line: They can sell and install but I don’t feel confident about the service. I am guessing they are slammed with the extra business from all this fear of heating oil prices escalating this fall.