ComplaintsforThe Chimney Chap, Inc.

• Initial Complaint

  02/05/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Chimney Chap performed an "inspection" of my chimney, which they charge $216 for, even though I found out afterwards that other companies would come out and do the same service for free as simply the process of putting together an estimate.I was told by the technician that he did not take payment that day but someone would reach out about the inspection fee.The technician emailed me an estimate for possible repairs that he suggested. I asked by email response how it work if I moved forward with the repairs. I still had questions though about the details, so would need to speak to someone. Someone responded that I needed to send in a check for 50%. Without an agreed upon price, or contract, or even exact details about what work would be done, this was not clear about what would happen next.Weeks passed. No further response. No bill for the "inspection." Then on Jan 18, I received an email with an invoice for the $216. It was marked as PAST DUE, with a "Due date" of Dec 30 (even though it was not created and sent until Jan 18).Then on Feb 1, I received an email saying that I was more than 30 days past due and the fee was now "subject to interest charges of 1.5% per month, late fees, attorney fees and all other associated costs. In addition, a motion may be filed with District Court for non-renewal of your drivers license and a Mechanics Lien can be put on your house for non-payment of services rendered."I called for an explanation. The whole time saying I would pay, even though this whole process had been a nightmare. The manager who could answer for this was not in the office. I was told they would call within 24 hours. They did not. More than 48 hours later, at around 6PM on a Friday night, I did receive a call.The manager I spoke with said I should have paid that day (even though the tech said that was not possible), continued to say I was past due (even as she looked over our email thread) and in the end said she would send a new invoice then hung up on me.

  

  Business response

  02/14/2023

  Hello ********************,
  We are a little surprised by this complaint, especially after speaking with you on February 3rd.  Contrary to what your complaint states, we had come to an agreement and you had agreed to send payment as long as we removed the PAST DUE status and any late charges assessed. We would still like to keep our original resolution which was the amount due for a Level One Inspection, $216.99, due on February 18th, 2023. We would also like to clarify some of the statements made in your complaint to the Better Business Bureau. Please keep in mind all of our communications are tracked and our calls are recorded through our systems in place.
  11/21/2022 - We received an email message requesting that your chimney and fireplace be looked at due to leaking.
  11/21/2022 - We emailed you back regarding a Level One Inspection would be needed to assess the leaking properly and the cost for the service would be $216.99.
  12/15/2022 - You responded via email that you would love to schedule an inspection.
  12/15/2022 - 11:53AM - We responded back that an inspection was scheduled for December 20th. We reiterated the cost of the inspection is $216.99.
  A chimney inspection is an evaluation of the chimney or venting system to assess its condition and determine if its fit for use. During a professional chimney inspection, you will have experienced eyes on your system to check for creosote buildup, flue blockages, leaks, cracks, damage,and other issues that could cause costly problems or increase your risk of fire or carbon monoxide poisoning.  This is not to be confused with an estimate which only focuses on a specific part of the chimney, such as masonry. We cannot speak to what are other companies are charging, however I do not believe we are talking about the same service.
  Payment is due at the time of service as stated in our terms.All of our technicians have credit card options on their tablets, cash and checks are also accepted.
  12/20/2022 The estimate for the chimney and fireplace repairs were emailed to you.
  12/21/2022 - We received an email which stated you wanted to move forward with repairs ASAP.
  12/21/2022 - We returned your call on December 21st and left a message.
  12/21/2022 - Our phone records show you returned that message at 5:19PM, after the office was closed. No voicemail was left for us.
  12/21/2022 Records show you called again at 7:50PM. Again,no message was left.
  Our offices are closed every year for approximately one week during the Holidays and we reopen after the New Year. Our automated phone recording announces this when you call into our offices. In addition, we post the closure on our website and all of our social media platforms.
  Even though we are closed, our Administrative Team does periodically check emails and calls in case of an emergency situation with one of our customers.
  12/26/2022 - We did receive an email stating that you received a call from us last week, which you returned, but had not heard back from us.
  12/26/2022 - We responded informing you that the office was closed until January 2nd. The response also included how to move forward with an estimate and our scheduling time frame. The estimate was resent to you.
  No subsequent return email was received.
  Due to the offices being closed for a week, it did take us some time to catch up with calls, emails, closing of previous year jobs,invoicing, etc.
  01/18/2023 - 1st invoice was emailed. It was marked past due automatically by our invoicing system because payment is due at the time of service.
  01/26/20230 - 2nd invoice was emailed on January 26th,2023.
  02/01/2023 - 3rd invoice was emailed on February 1, 2023. At which time we informed you that late fees and interest would apply to all past due balances after 30 days of the date of service.
  02/01/2023 Our Administrative Assistant took a call from you. During this call you stated you wanted to speak to a Manager and you very upset about the late charges. The Administrative Assistant stated the Manager was not available and proceeded to answer all the questions she could for you.  She did state a manager would follow up with you. Our General Manager was out of the office on February 1st and on the field February 2nd, for final inspections.
  02/03/2023 The Manager called and left you a voicemail.
  02/03/2023 You returned the call and spoke with the Manager.
  
  Upon listening to that phone recording, I did not hear anything from our Manager that was unprofessional, improper, or discourteous,or any evidence that she hung up on you. The Manager agreed with you to change the PAST DUE status due to the fact we did not send you an invoice for your service until 01/18/2023. She agreed this was our error and apologized more than once. You did voice some other concerns we were not aware of, such as not receiving your inspection report or pictures, which we promptly emailed you as well. The phone call ended with the mutual agreement: We would change the 1. PAST DUEstatus 2. The new payment due date would be 02/18/2023 3. Waive all interest and/or late fees assessed.
  The call was followed up with an email including the revised invoice stating the new terms: Your invoice will not be considered past due until February 18. We appreciate you making a payment within this time frame,as services were performed 12/20/2022 and invoiced on 1/18/2023.
  There was no recording or reason for a hang up. We certainly understood your concerns and worked towards a fair resolution, extending the due date and removing the past due status. In addition, on Monday February 6th,when returning to the office a full inspection report and photos were uploaded and emailed to you.
  Reports, photos and estimates are typically property of our office/business until payment Is received for our services. In continuing to work towards a resolution we sent the documents prior to receiving payment.
  We appreciate your cooperation is paying for services rendered.

  Customer response

  02/14/2023

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  [You must provide details of why you are not satisfied with this resolution.  If you do not enter a reason for your rejection, your complaint will be closed as Answered.]

   

  This response from the business continues to misrepresent what happened:

  - **************** happened on Dec 20.

  - Almost exactly 30 days later, I received a FIRST invoice, already marked past due.

  - After less than 2 weeks from that original invoice I was sent an email that stated "Past due balances over 30 days are subject to interest charges of 1.5% per month, late fees, attorney fees and all other associated costs. In addition, a motion may be filed with District Court for non-renewal of your drivers license and a Mechanics Lien can be put on your house for non-payment of services rendered."

  - When speaking with the manager I said I would pay if all photos and results of the "inspection" were sent to me and that a new invoice was sent giving me 30 days to pay

  --- While an inspection report was sent, no photos were sent.

  --- In addition, the report and Work Order included an area for amount due, which indicated $0.00 (See both attached files)

  --- Both of these files are dates 02/26/2023.

  --- I took this to mean that (as their own updated invoices stated) that in fact $0 was due.

   

  - And yes, I was hung up on. The manager said something about sending a new invoice and hung up before I could respond.

   

  This entire process has been filled with lack of communication, confusing and contradictory communication, lack of follow through, and in the end new invoices which indicate $0 due.

   

  At this point:

  - I still have not received photos.

  - I have received updated invoices showing $0 due.

  - This business has wasted more of my time than the entire inspection process took that they are attempting to charge me for.

   

  I suggest we call this even and respect their updated invoices.

  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  *********

   

   

  

  Business response

  02/17/2023

  Hello ********************,

   I have attached a copy of the email sent to you, by ***** on Monday February 6th. The email included the inspection report and photos, as attachments. The work order sent by the technician, from his ipad 2/6 shows the job being closed, as the job was completed 12/20/2022 and the balance sent to quickbooks for collection. We can understand your confusion. 
  The invoice sent from quickbooks accounting did stated: 

  Dear *****, 
  We thank you for expressing your concerns regarding our billing system. Our offices were closed over the Christmas and New Years Holidays. There was a delay in getting the invoicing out to you. We apologize for this inconvenience.
  Your invoice will not be considered past due, until February 18. We appreciate payment be made within this time frame, as services were performed 12/20/2022 and invoice on 1/18/2023.
  The invoice attached reflects the amount and mailing address.
  
  Sincerely,
  Chimney Chap Inc 

  You were notified in writing of the charge at the time of scheduling. We admit due to our offices being closed over the holidays, there was a delay in the paper invoice and the reports being sent. We apologized for this and allotted for an extension on the payment date and provided you with the inspection report and photos.

  We would appreciate payment for services provided, as stated by you would be sent when inspection report and photos were received.

   

   

  Customer response

  02/23/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:

  I am accepting this result only to be done communicating with this company. I have paid the invoice as I always said I would. 

  I hope that you will make this complaint public so that people can read about their practice of charging for estimates, which other companies perform as part of doing business.

  By sending a late invoice already marked past due, then sending letters threatening to send me to court and charge late fees, this company lost out on thousands of dollars from a potential customer that very much needs help with their chimney.

  Their only (somewhat) timely and (somewhat) reasonable responses have been in reaction to this complaint.

  
  I have reviewed the response submitted by the business and while I have NOT determined that the response satisfies my issues and/or concerns in reference to complaint #********, I am accepting this to move on.

  I understand that by choosing to accept the business response that my complaint will be closed as resolved. 
  
  Regards,
  
  ***********************************

*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. ↩