ComplaintsforChimney Care Guys

• Initial Complaint

  10/03/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  My wife, ******* and I hired the chimney guys of Al ***********, ********, to repair our chimney and install a fireplace fire box. We signed the contract on June 28, 2023 and the services were provided in the next month to completion.Recently I finally got the fireplace lit and it burned for about 45 minutes. I wanted to turn the fire off and unfortunately the fire would not turn off with the remote provided. I did all the instructions that were provided by the people that installed it. I clicked the remote several times and I also held the remote for multiple minutes to try and turn off the burner as instructed. Nothing worked.I tried turning off the pilot light, and I ended up burning my thumb, not severely, but the handle did not work as they had specified in talking to me when I first called them out. I believe it was defective and the installation was also.Finally, as my wife and family were scared, and panicked that we could not turn the fireplace off, I found the key and turned off the gas line to finally extinguish the fireplace.I asked them to uninstall it and remove the product and give me a refund and they refused saying that in the contract they do not provide refunds after 30 days or for custom orders. This product was not custom-made. It was simply ordered from a factory and they are making it sound like it is.When the technicians were in my home, all they did was turn on the fireplace and said theres nothing wrong with it, but that wasnt the issue. The issue was after 45 minutes of burning. It does not operate correctly turn off, and I tried telling the technician this and he said I was wrong and that theres nothing wrong with the product. This company and the technicians who installed this, put my family, home and myself in danger over a defective product and defective installation of their product, and I asked them to refund me the full amount that we purchased the product for which was $2,332.40

  Business response

  10/09/2023

  Hello Mr ***** ***********************

  Yes, we did install a ******** log set with a standing pilot and remote. Our technicians came out free of charge on two separate occasions following the installation. At the first visit we gave another demonstration for proper use and customer was satisfied at that time. Recently we went out a second time, this time for the remote not working properly per the customers claims. We had two technicians out to look at the unit and determined there was no defects with the unit. The customer mentioned that it took some time for the remote to malfunction at which time our technicians offered to wait until the remote displayed this alleged defect. The customer refused and asked that we return the unit. Per our contract we do not accept returns after 3o days and it had been over 3 months. We then offered to replace the unit under warranty due to the customers concerns, however the customer declined and asked we proceed to remove the unit. We then removed the unit (and left it in the customers possession) and capped of their gas line free of charge. Chimney Care Guys does guarantee all of our work and are certified professionals. I then received emails from ********************* in which I offered the replacement or continued service on their unit to assure its safety, he then declined and refused to contact me to resolve the issue. We then received a demand letter via their council and gave them all the details as well. To this day Chimney Care Guys has never refused to adhere to our contract. We still offer replacement under warranty even though no defect was found by our professionals. We guarantee all of our work and would never leave a customer with an unsafe product or installation. We are not liable for buyers remorse and do not appreciate the several 1 star reviews of false and incomplete information that has ultimately led to a loss of customer base. If ********************** would like us to replace the unit under warranty as per our contract we will still be happy to oblige.

  Thanks,

  *************

  Chimney care Guys Rep.
  

  Customer response

  10/11/2023

   
  Complaint: 20692743
  
  I am rejecting this response because:

  The functionality and quality of the product sold to my family; both including the features that did not work to the incorrect installation on the specifications in the manual, and the way in which the unit did not work effectively; all were misrepresented. This was far from any buyers' remorse. This is a he said / he said situation; but in the business world, the customer is always right. I manage $60M in customer service business and good customer service for a tech company. 

  I cannot return the product, it was a hazard and I had to throw it out of my home. I don't want that product or the way it was installed back in my home.

  Very easy to remove this complaint and other reviews; offer the refund or even a partial refund. This is just good customer service and something I'd be happy to highlight in editing my reviews. For every person that reads my complaint, you are losing at least $100 in a lost opportunity to get a new customer. At this point, you have lost about about 50 customers according to ******* that is $5k you already lost... And a bad review will immediately lower your BBB rating as a company.

  Do the right thing.

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

  Business response

  10/13/2023

  Sir, honestly if you had handled this is a civilized manner without threatening ** or trying to defame our business this would have been alot different.  We are people too and the manner you chose to address this problem instead of reach out to me as I politely requested we could have solved this already. We always put out our customers first and are rational adults.There was no need for the way this escalated in the matter of an hour after your appointment. The fact now that the unit is disposed of I cannot even offer to do anything about it.  Our contract stands and we do not appreciate trying to be intimidated. You know how to contact us.  This avenue of communication is *****. Enjoy your weekend. 

  Respectfully,

  Chimney Care Guys

  Customer response

  10/16/2023

   
  Complaint: 20692743
  
  I am rejecting this response because the company is not customer service focused. I leave the full BBB complaint to lower their business profile rating. 
  
  Sincerely,
  *********************************

*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. ↩