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Complaint Details
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Initial Complaint
01/25/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
Chimney USA has done work on my chimney to stop the chimney from deteriorating. I have a contract with them for 10 to 15 year warranty and it also states that its lifetime warranty on the contract and theyre not being responsive to my needs. I think this is the second time I tried to contact him to resolve the issue.
Business response
01/27/2024
Chimney usa was called out to location for estimate because of damage to chimney wall due to water entry/moisture condensation. Inspection and proposal was given on Feb 22,2014 to sweep/unblock chimney cavity blocking all moisture condensation into external brick, due to lack of maintenance. Visible water entry on entire chimney wall.,bad roof flashing, bad roof, exposed to weather and elements. Two options were given on the proposal to repair chimney to install aluminum liner *****yr warranty on material or stainless steel warranty 25yr-lifetime warranty on material and 1 year warranty on masonry repairs. Customer hired ********************** March 5, 2014 to install stainless steel liner sleeve 25yr-lifetime warranty and spot-tuck point visible mortar joints on chimney wall 1year warranty/masonry. Customer was advised to keep annual maintenance as it explains on warranty card and final invoice.,the following annual sweep inspection recommended was March of 2015. Customer failed to keep annual maintenance for past 10years. Customer called us almost ten years later she has damage to wall due to water entry, it was explained water can entry many ways, that can cause efflorescence on brick. We explained the importance of keeping on warranties and sweep recommended by NFPA, we advised can accommodate an annual sweep/inspection with fee and evaluate the problem and give her proposal for new repairs, she will call around and call us back.
Customer response
01/30/2024
Complaint: 21200444
I am rejecting this response because:
Sincerely,I was advised once liner and other work was done no effervescent would appear. I was misled by company as installing liner and masonry would prevent moisture from reoccurring. Pics appear as if work was never done correctly.
*******************************Business response
01/31/2024
As it states on the final invoice and warranty card given to customer ,the responsibility of the annual sweep and inspection has not been kept up to date by customer since job was done in march of 2014.. We are no longer responsible for any damage to the brick wall that can be caused by weather and elements, crown, crown wash, roof or roof flashing. Our 1 year warranty on labor has expired. Chimney Usa is no loner responsible on any new damage to her brickwork. Our annual sweep/cleaning and inspection we clean the liner and perform a 14 point of inspection of the chimney. If any wear and tear of chimney components ,such as deterioration to crown wash or water entry thru flashing due to normal wear an tear due to weather and elements, customer is advised during the annual visit.
Liner material is warranty by manufacturer for 25yr-lifetime warranty.
We will not take any action since customer failed to keep up with the annual maintenance.
The 1year warranty on labor has expired.
See original pic from 2014 before liner was installed.Customer had extensive damage to brick wall prior to the liner being installed .
Thank you .Customer response
02/01/2024
Complaint: 21200444
I am rejecting this response because:I was informed by doing this work will not be an issue with deterioration of bricks to chimney.
Sincerely,
*******************************
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1 total complaints in the last 3 years.
1 complaints closed in the last 12 months.