ComplaintsforTop Notch Construction

• Initial Complaint

  07/24/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I had my chimney cleaned as I do yearly with no issues the last time I had it done they claimed I had some erosion in my flute loose bricks etc. Gave me a price for a stainless steel inset from the bottom to top and re pointing the top of the chimney. I paid over a thousand dollars and they were done very fast pretty and it was close to dark time in hindsight not even sure they did what they were supposed to. This work included a 10 year warrantee which was the selling point. The charge included an assessment of the job. However my chimney continued to leak they needed to come back multiple times before attempting to repair the leak. The second guy who came out was not the one who did the initial work. However he did say he could tell right away from the ground where the issue was but he told me that to repair it would be an additional few hundred dollars unless I had something in the contract that said it was covered from the ground up. He also said it was not waterproofed which is generally something they do as part of the job but quickly stated “everyone does work different” and I can’t speak for the person who was here initially. But confirmed that if it was him he would have done it and surprised that the initial guy didn’t bc he is usually good. When I showed him the contract he went outside to talk on his phone. Upon his return told us that he called in and thought the best thing to do would be to have the guy come back who did the original work. Especially if we did not want to pay for the up cost. We had to wait for the initial guy to call us for an extended period of time. I called and spoke with the receptionist karen I think her name was she said she gave him the message and he was supposed to call us. I was clear on the fact that I don’t want to waste time if he comes out I don’t wish to pay more. This would be the third time and the issue would not be resolved. Twice the appointment was cancelled on us. When he finally came out he said the repair would need to be an up charge despite us having the warranty. We refused and unfortunately we still have the issue.

  

  Business response

  11/13/2023

   

  In response to complaint ID ********, ********* *****. First I would like to apologize for not responding. We generally like to contact the customer and rectify any issues or complaints directly with the customer. However, with this particular complaint we were not able to come up with an agreement that the customer agreed to. We went to the customer on 12/9/2021. The work performed was a safety vent system in the oil furnace chimney along with some repointing of loose bricks and mortar from the "roofline up".

  In November of 2022 the customer called us and said she was having some water come in. We went out to take a look and suggested waterproofing on the entire chimney with a small cost as the work done in 2021 was from the roofline up. She wanted us to waterproof the entire chimney from the ground up and insisted it was stated in the contract along with the warranty. The contract warranty covered from the roofline up and is clearly stated on the invoice so the small fee essentially was to cover the cost of material to waterproof the chimney in its entirety from the ground up. After attempting to try to come up with a fair price she still did not agree. She is requesting a full refund of the work performed in 2021 which was a total of $2000. Unfortunately, we are not able to refund work that was performed over 2 years ago with an entire year in between with no issues. I have also taken up this matter with the Department of Consumer Protection. I have personally tried to contact Mrs.***** as well and I haven't had any response back from her. We are a small family owned business and our number one goal is for the customer to be happy. We will always go above and beyond but unfortunately even that is not acceptable for some customers. I would like to protect the ratings we have with the bbb as they are very good. 
  

  Regards,

  Melissa D********

  Customer response

  11/14/2023

  
  Complaint: ********
  
  I am rejecting this response please see attached word doc for details.

  I have also included photos of the chimney and the additional damage to my ceiling as a result of the leak. Regards **** 

   

   

  
  

  

  Business response

  11/16/2023

  In response to your email, First I would like to point out that we never said we would not come and assess the repointing that was done in 2021. The warranty for the repointing is valid for the work completed from the "roofline up" as stated in the original invoice. I will attach the original invoice. As far as the waterproofing, from my understanding that was an additional recommendation made by another technician in 2022 ( the invoice attached in the original complaint ). Unfortunately, the waterproofing was not done originally in 2021 with the repointing therefore whether its done from the roofline up or the ground up it is not part of the warranty on work performed and we must assess a fee. If Mrs.***** would like us to come and check the repointing, we will certainly do that. We will also repoint the joints that were done in 2021. However, there is a fee for waterproofing. I would also like to mention, upon reviewing the complaint, Mrs.***** has stated that she is going to have another company come and inspect the work that was completed. As stated on our invoices **IF WORK PERFORMED BY TOP NOTCH IS SERVICED BY ANY OTHER COMPANY, WARRANTY IS NEGATED**. As I said we are happy to come and assess the work that was completed and try to come up with a remedy. Please see attached invoice from work that was done 12/9/2021. 

  Customer response

  11/16/2023

  To BBB

  I will not continue to debate with this company or owner’s statements this is for your records.  I thank you BBB for your follow up. I just ask that you forward these correspondences with the DCP investigator.
  Perhaps he can follow up with a proper resolution.
  
  I just want to reiterate the matter at hand is TOP NOTCH never completed the original job as described and outlined in their original invoice/contract. The original problem was never resolved and has become progressively worse. )
  
  
  (For the record I was able to locate that original invoice and it was submitted to the investigator).
  
  For the sake of argument, putting the water proofing aside for a moment. What the owner appears to be missing is I still paid for a service that was only partially completed and they have never took ownership of that to date.  
  
  Top Notch has also already come out to the home several times to “reevaluate their original work”. No one is disputing they did not do that. What I am disputing is that that they never owned their work OR agreed to complete the job much less resolve anything unless I paid them additional money for more work.  
  
  I am fully aware of what the invoice/contract indicates that is precisely why to date no one else has “worked” on my repointing job and/or my leak problem besides Top Notch. It is also unfortunately why I am in the predicament I am in.
  I was advised to get an “estimate” and it is exactly what I did.  Estimates are not “work” and I am truly thankful for it because It revealed that Top Notch never did what they said and I would like them to be held accountable.

   

  Regards 

  *********
  
  

• Initial Complaint

  12/27/2021

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  On October 22nd, Rob from Top Notch chimney came to my home to clean my fireplace. We were chit-chat ting if he knew anyone that does siding, gc work he said yes to all the above that his company does Gc work all chimney related work. I gave him two addresses to go that are rental properties that I own. I needed some work to be done, repointing chimneys, flat roof repair. He gave me a package price for the two properties, with paying him cash for the job. I didn't know that after my fireplace cleaning Rob left the company a few days later.I was told that I have to give them a $2,000 deposit for all the materials to start the job. $8,200 was the package price job of a 90% flat roof replacement , repointing of a chimney/ cap and a sleeve install, leak repair/ pitching of a certain spot of the roof that was newly installed less than a year ago.The owner now takes over Mark.Mark is the person who repoints my chimney crooked, and supposedly installed a sleeve and capped it off. I asked for a date and time when he's going over no one gave me a date, just he'll go when he's free. I asked the office several times for before and afrer pictures of the job. It took a long time to get one crappy picture of the horrible job that was done. They asked for $3,200 after the chimney was done the same day this was Nov 8th, I asked for pictures Mark said he's busy he'll send them when he's free the chimney looks beautiful he told me over the phone. I took a drive down to look at the work completely upset at what I could see a crooked chimney. He told me the house was built crooked that's why it looks horrible then he tells me to have it rebuild for 4k . I was completely floored at how unprofessional he was. I then ask him about the roof repair he said no problem I'll have my guy go over their tomorrow. This back and forth went on with him for several weeks. He finally said to me I don't want to do your roof I'm not touching it. I asked for a refund, here we are.

  Customer response

  03/02/2022

  
  Complaint: ********
  
  I am rejecting this response because:

   

  I have an invoice with work that was supposed to be done, I paid $5,200 so far, the chimney and roof work, he never started the roof, only $2,000 was supposed to be paid until the job was completed including the roof per the original contract.  The same day the chimney was done the owner was very demanding and stated he needed another $3,200 to start the roof he sent one of his employees to my home to collect his money in CASH. I had to get this fixed assap i never thought in a million years he would steal my money and not complete the job per the contract. I am owed $3,200 form them not starting the roof as per their response they had no intention of doing the roof which is my biggest complaint beside the shotty crooked repointing that was done. I would like a refund for the chimney as well the owner tried to bamboozle me because I'm a female property owner. I feel discriminated against and that i was taken for a advantage of This company demanded cash only payment. I would like a full refund for my wasted time and aggravation. This company should not be doing business in this state their needs to be sanctions/ fines on companies like this. I will contact my local reps as well and Propose bills into law for more consumer protection against construction/handyman type services and I will sue this company as a prime example. This company needs to be shut down permanently the owners should not be allowed to open any company affiliated with their names or to keep it open. I hope the BBB does something about this, if you need invoices, I have all copies the one that was written over without my authorization I have the carbon copy showing just a chimney sweep, they then sent me the top copy with my signature with added work to be done. I have the carbon copy that prove even more how shady this company does business they write on their top copy what they want after the customer has signed but i kept my carbon copy.  I want all my money back at !!!! 
  
  Sincerely,
  
  **** ******

  

  Business response

  03/03/2022

  After trying to contact **** in hopes of trying to come up with an amicable solution, she has refused to discuss anything further. We have decided to refund **** fully for any amounts she has paid to our company. The total amount of the refund is $5200. **** was extremely belligerent with me on the phone she told me multiple times that we are a terrible company with terrible customer service. We have been in business over 20 years, we are a family owned business and in the 20 years we can count on one hand the amount of complaints we have this is including hers. Unfortunately we just cannot make everyone happy. However we choose to issue the refund and end the communication instead of being harassed and spoken down too from any customer that is not willing to settle a disagreement amicably. Our sincere apologies to **** ****** for her disappointment in the work performed by our company. But we will not allow any customer to belittle us. We have much gratitude and appreciation for all of our customers and stand behind our work as well as our name. Unfortunately in life we just cannot make everyone happy! 
  

  Regards,

  Melissa D********

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩