Complaints

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• Initial Complaint

  Date:09/09/2024

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  A1 Chimney Inspections & Services Inc provided me with quote for removing the chimney on my house. I paid the deposit to show that I am willing to pay the quoted price for the services that would be provided. However, 7 days after I paid the deposit I got an email stating that there was a mistake and the cost increased by $******. It is my understanding that a quote is a price that is agreed upon by both parties that cannot be changed unless both parties agree to such a change. I believe a quote is different from an estimate, which can be changed. When A1 Chimney Inspections & Services Inc increased the quote by $******, I was not approached to negotiate the mistake that was made by A1 Chimney Inspections & Services Inc. When I requested the original quote be respected, A1 Chimney Inspections & Services Inc stated that I was to either accept their terms or I would get my deposit returned and their services would not be provided. * **** **** ***** ** * ****** ********* If I had backed out of the quote then I would have lost the $*** deposit. Yet, A1 Chimney Inspections & Services Inc is backing out of the agreement without any regard to the quote that was made if I do not agree to pay the additional $******* Additionally, the second quote was dated as Aug 8, 2024 but it was sent on Aug 26, 2024. ** ***** ********* **** the date of the second quote was not updated, ** ** ** ******* **** **** *** *** ***** ******  I would appreciate if A1 Chimney Inspections & Services Inc would respect the original quote that was provided to me on Aug 8, 2024. 

  

  Business Response

  Date: 09/09/2024

  The customer is correct a quote was provided based on the information I had at the time.  My mason booked a different boom lift which was unfortunately more expensive.  We rarely work with boom lifts in our prices as most of our work is able to done with scaffolding.  This job however would not allow due to the area to be scaffolded.  I tried to call the customer and left a message for her to call me.  I then sent a revision of the quote stating that the work unfortunately would cost more to complete and it is only the additional cost of the equipment rental which is being passed on to the customer.  Due to the difference I was unable to absorb this cost into the scope of work.  We try to deep our prices reasonable to remove the chimney sheet and shingle this roof and remove all the brick debris including a bin rental was being done for only $********  The lift to rent which I thought my mason referenced I quoted $**** for however the lift is going to be $*******.  We always return to deposits even when the customer with draws from a job and we may have ordered flashing materials etc.  It is her option to accept her deposit or proceed at the higher price.  This work was still several weeks out.  She is free to source out other chimney removal companies.  It was unfortunate that this mistake happened however I wish her all the best in her project.    **** ********  

  Customer Answer

  Date: 11/09/2024

   
  Complaint: ********
  
  I am hoping that A1 Chimney Inspections & Services Inc would be willing to negotiate since this was an error made by them on the quote they provided me. I am wondering if they would be willing to split the additional $****** that was added to the quote. I would be willing to pay half of the additional cost. 
  
  Sincerely,
  
  Elizabeth ******

  

  Business Response

  Date: 11/09/2024

  Hi Elizabeth

    Firstly I appreciate your offer to move toward some of this extra cost.  However while half is appreciated it still leaves us with a job loss which I would have to pass forward onto another customer.  Secondly I have already returned your deposit on credit card at this point this job is no longer on our schedule.  The challenge I have is after numerous attempts to phone you by my assistant and myself we have been unable to have a conversation with you expect through this platform.  

  We try really hard to be reasonably priced in all we do especially with seniors.  I could have continued with this job without making you aware we had an issue and found reason to increase costs after the fact. We did not do that and advised you up front that this was a cost shortage issue.  Our goal is to provide accurate service at a reasonable price and still stay in business.  I do not feel that we are the right fit here as there is now a lack of trust in the service on both sides.  I wish you all the best.

  Judy ********