ComplaintsforLindemann Chimney & Fireplace | Heating & Cooling

• Initial Complaint

  12/13/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We were about to close and purchase a home on August and noted the fireplace doesn't work. The home address is *****************************************************. On July 2022, ********** Chimney *** was hired for an estimation and then to work on fireplace and chimney. They confirmed the work has been completed and they tested. The full invoice price of $6933.72 was paid. However, when we moved and tested during November 2022, the fireplace doesn't work at all, and there is no sign of work completed and tested. I called the company and they said I need to pay $199 for service call, and the previous work completed was not included in the warranty. We would like ********** Chimney to:1) Provide the evidence of work completed and also explain why to give the first estimation that didn't address all the issues 2) Complete the work and test to ensure the fireplace working properly.

• Initial Complaint

  12/06/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We hired Lindemann Chimney to install a new gas fireplace in place of an existing **** vintage gas heater. Lindemann provided estimate EST83205 dated 3/18/21 of $6,770, plus $3,000-$5,000 to build a custom trim enclosure.Bookcases were ordered to flank the fireplace and they finally arrived in June. The EST83205 was signed and the deposit of $500 was taken on 6/30/21 On 8/31 a demo team worked for 1.5 hours to remove the existing gas heater, capped the gas line, and demolition of the rear firebox was completed to assess the depth potential for a new fireplace. On 10/12/21 we receive new estimates EST91017 for $4,285, EST91514 for $6431.51 and EST91515 for $1,250, along with a new notice of a gas line modification was needed (with a recommendation of ******** Repairs = Estimate of $2,000). The total for the October estimate was $13,966.51, not including any build out needed. The October total estimate minimum now $16,966.51 We decided the new estimate was not reasonable and declined to continue with the project. Lindemann charged $1,075 for 1.5 hours of demolition work, but we never received the service of assessment of our firebox space for a new fireplace after the demolition team opened the space and removed to old gas heater.I believe Lindemann provides incomplete original estimates and then adds new charges after the customer is locked in to continuing with the project with the inflated $1,075 demolition charge. They add charges that a responsible company should having included, such as the scaffolding, gas line replacement and refacing were not included on the original estimate for an additional charge of $7,535. Lindemann provided an inaccurate estimate of minimum was $9,770 and with no new assessments of the project they changed the estimate to $16 966.51 for the project. We would like to be compensated for $775 for the non-delivery of the assessment of our project.

  Business response

  12/30/2021

  Good Afternoon,

  First, we are familiar with this complaint and the customer. We have correspondence going back to October in reference to this job and the details regarding the scope of work for the project which was clearly defined, detailed, and agreed upon by our customer. We can provide the estimate for the work referenced, for the agreed amount, and that was signed for and paid in full.  This was specific to the demolition work done which was completed.  What was asked for was an expanded scope of work beyond the work completed or agreed upon.  Our email chain is below in regards.  Several accusations were made to our staff up to and including inflammatory accusations of discrimination, for which we can find no basis. The President of our organization has been in direct contact with our customer and we have been advised by counsel on further response and action. 

  Thank you.  Email chain is included below:

  From: *****************************
  Sent: Tuesday, November 30, 2021 5:07 PM
  To: ********************* <*********************>
  Cc: ********************* <*****************************************************>;********************* <*********************************************************>
  Subject: Re: Service issues!
  
  *******- 
  
  Thanks for your payment today.
  
  Best,
  
  
  *****************************
  President
  Lindemann Chimney Co.
  ************************************************
  ************ ******************************************************** 
  
  
  
  
  www.cleanfireplace.com | www.lindemannchimneysupply.com | www.usfireplaceproducts.com
  
  
  
  On Nov 30, 2021, at 9:23 AM, ***************************** <*******************************************************>wrote:
  
  ******* -
  
  The open balance is now past due. We have completed the scope of work for the contract that was signed by you in full.
  
  Our staff has not appreciated the aggressive posture you have adopted and the hostility you have expressed. Your email below insinuates a demeaning culture towards our staff which is offensive.
  
  You have also threatened our organization with unfavorable public reviews and considering the inflammatory nature of the comments below we remain in a defensive posture - upon advise from counsel, we will not engage further.
  
  We kindly ask that the outstanding balance is paid in full.
  
  Regards,
  
  *****************************
  President
  Lindemann Chimney, Heating & Cooling
  *****************************************************************
  ************ | ***********************************
  
  <Outlook-0ujg32iv.png>
  
  www.lindemann.com | www.lindemannchimneysupply.com | www.usfireplaceproducts.com
  
  
  From: *************************** <*********************>
  Sent: Friday, November 19, 2021 4:35 PM
  To: Rob Lindemann <**************************************************>
  Subject: Service issues!
  
  Lindemann has not set the standard in customer care for my project!  We had no highly trained, safe, and courteous service technicians that deliver a 100%satisfaction guarantee. 
  
  What we got were two very nice demo gentlemen, who are obviously not valued employees as these ***** gentlemen are not featured in the company photo on your website depicting an all white work force!  The demo gentleman worked for a few hours to demo our **** gas heater in our living room that we were eager to change out to a working gas fireplace.  For this brief service were charged $1075.  See attached invoice.  
  
  The majority of the $1075 charge to me would seem to be the expertise of the service technicians who would access the space after the demo to see if a product would work for us.  We never receive this service.  No one ever came out after the demolition to look at our space that had added bookcases since ***************** was out meeting with us back in March.
  
  March 16 - ******************* meeting at our home to discuss the project.
  March 18 - We received the attached estimate.  The same day I responded saying we were awaiting shipment of two bookcases that would flank the fireplace and we would circle back when they arrived so we would have accurate measurements once the bookcases were in.
  June 30 -  We finally received the bookcases!  I emailed *****. - "Received your signature and converted the estimate to an order"
  July 27 -     After hearing nothing for a month I sent ***** this email. (Tue, Jul 27, 6:05 PM to *****  Any update on this?)
  Sept 16 -    After hearing nothing from Lindemann for 2.5 months my husband left Rob a message explaining how unhappy we were to not have a detailed proposal yet, let alone anyone out to look at the demo area and the new bookcases.  No highly trained technicians ever looked at the space.  We received this email from ************************* in refacing.
  
  "Hi *******, Your technician Rob let me know you are interested in refacing as part of your fireplace project- Please see the attached pdf for some fireplace refacing ideas. If you could please let me know which look(s)you like that would be great! If you have any additional pictures that you would like to send me of a look you are going for or even a color scheme (i.e.white, neutrals, browns), feel free to forward them to me as well. This will serve as a starting point so we can work on getting you preliminary pricing.
  
   If you would like to move forward after receiving the preliminary proposal, we can then set up an appointment to meet with you at your home and finalize the materials/estimate.  Please let me know if you have any questions.  We look forward to working with you! Thanks!  ***** Stielow  Refacing Coordinator"
  October -See  below for a string of emails.  Bottom line is we feel we never got a comprehensive proposal. No one ever came to look at our space after the bookcases we were in and the demo completed to see if a fireplace would even work.  How can we be charged $1,075 for a brief demo?
  
  I would like the $575 removed from my account and I am not even happy to lose the $500 deposit that you made interest on since June, for the brief demo job.
  Thanks,j
  ******* Gibson  *********************************** ************
  ===================================================================================================================
  Any update on this?  Would Love to see a proposal soon!!!!!
  My husband also sent this email to Rob the same day! Its been more than two weeks since we gave you our choices.  When can we expect an answer to our answer belowa proposal with pricing and time to completion?
  ******************* (******************************************************) <****************************> Oct 4, 2021, 12:54 PM
  
  to me
  
  Good afternoon, 
  
  It was a pleasure to have caught up with you regarding your project last week.Per our conversation, I have attached the link below. Please choose the aesthetic you would link for your fireplace. Also, if you have a sample idea of what you would like your tile to look like that would be helpful in setting up our refacing department with the tools they need. 
  
  https://www.valorfireplaces.com/gas-fireplaces/portrait.php
  
  
        Thank you,
  
  Rob Lebron
  Lindemann Chimney & Fireplace | Heating & Cooling
  ******************************************************************************
  ************ - office
  www.lindemann.com
  
  
  
  ******* Gibson <*********************> Oct 4, 2021, 1:32 PM
  
  to *****
  
  
  --
  *******
  Cell -************
  
  *******,Stephen <****************> Oct 4, 2021, 4:35 PM
  
  to ******************************************************, me
  
  Rob,
  
  Thanks for the information.  It was the President ******** model that youd showed us last spring and we admired.  For purposes of a proposal,please use this model along with tile facing choice #1 on the sheet your colleague sent us.  Let us know when we can expect a proposal from you with pricing and time to completion.  I know supply chains have been tight all over, so we will want to make sure we can get all the parts in in a reasonable timeframe.  And well have a lot of questions for you about how the unit will fit in to the space, how the venting works, etc.but we have the money saved and are ready to go if we get a reasonable proposal.
  
  Thanks,
  *************************
  ************
  ****************<mailto:****************>
  
  From: *************************** <*********************>
  Sent: Monday, October 4, 2021 1:33 PM
  To: ************************* <****************>
  Subject: Fwd: Lindemann Chimney & Fireplace | Heating & Cooling
  
  
  
  ---------- Forwarded message ---------
  From: ******************* (******************************************************<mailto:******************************************************>)<****************************<mailto:****************************>>
  Date: Mon, Oct 4, 2021 at 1:54 PM
  Subject: Lindemann Chimney & Fireplace | Heating & Cooling
  To: <*********************<mailto:*********************>>
  
  
  Good afternoon,
  
  It was a pleasure to have caught up with you regarding your project last week. Per our conversation, I have attached the link below.Please choose the aesthetic you would link for your fireplace. Also, if you have a sample idea of what you would like your tile to look like that would be helpful in setting up our refacing department with the tools they need.
  
  https://www.valorfireplaces.com/gas-fireplaces/portrait.php
  
  
        Thank you,
  
  *******************
  Lindemann Chimney & Fireplace | Heating & ************************************************************** 60044<https://www.google.com/maps/search/**********************************************?entry=gmail&source=g>
  ************ - office
  www.lindemann.com<http://www.lindemann.com/>
  
  [https://112****.app.netsuite.com/core/media/media.nl?id=********&c=112****&h=a6ev0r6ArthUa1Fdwd-iycmsDGDfUgZ-pf4QhmoXeFfFfTCU]
  --
  *******
  Cell -************
  E-MAIL CONFIDENTIALITY NOTICE: The information transmitted in this e-mail and in any replies and forwards are for the sole use of the above individual(s) or entities and may contain proprietary, privileged and/or highly confidential information. Any unauthorized dissemination, review, distribution or copying of these communications is strictly prohibited. If this e-mail has been transmitted to you in error, please notify and return the original message to the sender immediately at the above listed address. Thank you for your cooperation.
  
  Attachments area
  
  Rob Lebron <******************************************************> Oct 12, 2021, 10:04 AM
  
  to *******, me
  
  Great.They are being put in our system and will be sent over later today. 
  
  *******************
  Lindemann Chimney
  ******************************************************
  *************
  
  
  
  On Oct 4, 2021, at 4:54 PM,***************************** <****************>wrote:
  
  Rob,
  
  Thanks for the information.  It was the President ******** model that youd showed us last spring and we admired.  For purposes of a proposal, please use this model along with tile facing choice #1 on the sheet your colleague sent us.  Let us know when we can expect a proposal from you with pricing and time to completion.  I know supply chains have been tight all over, so we will want to make sure we can get all the parts in in a reasonable timeframe.  And well have a lot of questions for you about how the unit will fit in to the space, how the venting works, etc.but we have the money saved and are ready to go if we get a reasonable proposal.
  
  Thanks,
  *************************
  ************
  ****************
  
  From: *************************** <*********************>
  Sent: Monday, October 4, 2021 1:33 PM
  To: ************************* <****************>
  Subject: Fwd: Lindemann Chimney & Fireplace | Heating & Cooling
  
  
  
  ---------- Forwarded message ---------
  From: ******************* (******************************************************) <****************************>
  Date: Mon, Oct 4, 2021 at 1:54 PM
  Subject: Lindemann Chimney &Fireplace | Heating & Cooling
  To: <*********************>
  
  
  Good afternoon, 
  
  It was a pleasure to have caught up with you regarding your project last week. Per our conversation, I have attached the link below.Please choose the aesthetic you would link for your fireplace. Also, if you have a sample idea of what you would like your tile to look like that would be helpful in setting up our refacing department with the tools they need. 
  
  https://www.valorfireplaces.com/gas-fireplaces/portrait.php
  
  
        Thank you,
  
  Rob Lebron
  Lindemann Chimney & Fireplace | Heating & ************************************************************** 60044
  ************ -office
  www.lindemann.com
  
  
  --
  
  
  ******* Gibson <*********************> Oct 19, 2021, 9:04 AM
  
  to Rob
  
  Any update on this?  Would Love to see a proposal soon!!!!!
  --
  *******
  Cell -************
  
  *******,Stephen <****************> Oct 19, 2021, 10:43 AM
  
  to Rob, me
  
  Rob,
  
  Its been more than two weeks since we gave you our choices.  When can we expect an answer to our answer belowa proposal with pricing and time to completion?
  
  Thanks,
  *****
  
  
  ******************* Oct 20, 2021, 3:23 PM
  
  to *******, me
  
  My apologies, They were sent that evening. I will resend this evening.  Please confirm when you have received them. Thank you 
  *******************
  Lindemann Chimney
  ******************************************************
  **************
  
  Thanks,
  *****

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