ComplaintsforMaine Chimney Sweep

• Initial Complaint

  06/25/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I requested a quote for crown repair. I was told that an inspection at a cost of $135.00 was first required. This, even though I explained that the crown repair is all that I was looking for and that the fireplaces have not been used in decades and won’t be for the foreseeable future. After the inspection (which consisted solely of looking at the flues and crowns, and taking photos) was completed and the estimate was not forthcoming I again contacted the company. I was then informed that the company would not be able to provide any crown repairs and therefore a quote is unnecessary. I then requested an immediate refund. Subsequently I was told that a cleaning service was performed and that there would be no refund. There was no cleaning performed. I tried contacting the owner by phone several times to discuss the matter, but got no response. They did nothing but take my money.

  Business response

  07/02/2023

  On 2/17/2023 we performed an inspection for Mr. ***** per his request, he paid our preset $135.00 service fee for this inspection (which he agreed upon when scheduling the appointment), and was issued our standard inspection report.  No sweep (cleaning) was performed as the scheduled appointment was for an inspection only.
  
  We follow The National Fire Protection Association (NFPA) Standard 211, which says, “Chimneys, fireplaces, and vents shall be inspected at least once a year for soundness, freedom from deposits, and correct clearances.”  We do not make or imply any guarantees that any recommended repair work on our inspection findings will be completed by us.  Chimney location/set up/condition, weather, scope of work, staffing, etc.  all come into play when determining whether or not we can take on a repair job and we cannot assess this without first completing an inspection.  We do not provide estimates for work we do not intend to take on. 
  
  When a scheduled inspection service has been performed, we do not give refunds just because a customer does not like the findings/outcome of that inspection. This information was explained to Mr. ***** when he contacted our office in regards to this matter.
  
  

  Customer response

  07/07/2023

  Complaint: ********
  
  I am rejecting this response because:
  Your website clearly shows that you provide crown repair services.  I was informed that the inspection was a precondition for the subsequent repair.  You were unable to provide the needed repair rendering the inspection moot.  You did not provide the service, crown repair, that I requested.  Billing me for the inspection that you required without providing the requested service needed is disingenuous at the least.  Please remit a full refund.
  
  
  Sincerely,
  
  ***** *****

  Business response

  07/18/2023

  The service requested (and cost associated with it), agreed upon, and scheduled for Mr. ***** was for a chimney inspection. Maine Chimney Sweep provides many repair services as our website accurately lists, however, we do not provide or take on every recommended repair written in our inspection reports for every inspected chimney in our service area. Various circumstances such as chimney location/set up/condition, roof pitch, scope of work, weather, staffing, etc. all factor into whether or not we can take on a repair job.  This does not negate the inspection/inspection report.
  

  Every chimney is unique and although we may be able to perform a crown repair on one chimney, that uniqueness sometimes prevents us in being able to perform the repair on others.  Hence the requirement of an inspection; to determine the work needed and how to address it.  Sometimes it is addressed by us writing up an estimate and performing the work ourselves, while other times it is addressed by referring customers to a mason, roofer, or other contractor.
  

  We do not guarantee or imply we can perform any desired repair work. The purpose of an inspection is to determine chimney needs and provide corrective recommendations.  This information is explained to our customers prior to scheduling an inspection appointment.
  

   A masonry crown repair job requires specific tools and products as well as takes several hours to perform.  This is work we could not even do during an inspection appointment.  It would require a written estimate with details and costs associated with that repair.  The customer would sign that estimate and provide half the payment.  Products would then be ordered and the repair work would be scheduled at a later date. 
  

  Mr. ***** is requesting a refund for a service that we did perform; a chimney inspection.  We performed this inspection as well as provided him the written inspection report.

  
  

  Business response

  07/18/2023

  Please see the attached inspection report provided to Mr. ***** for his requested inspection appointment that we performed for him.

  Customer response

  07/19/2023

  Complaint: ********
  
  I am rejecting this response because:
  i requested crown repair.  I never wanted an inspection.
  

  
  
  Sincerely,
  ***** *****

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