ComplaintsforA Step in Time Maryland LLC

• Initial Complaint

  11/28/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We contracted this company in December 2021 to install a chimney liner as the interior liner had several cracks, found by another chimney sweep - who referred us to Step in Time. They also repaired a crack in the top of the chimney, installed a chimney cap and replaced the clean out door at the bottom of the exterior chimney. The problem is they closed off the flue from the lower clean out with a metal cap. This caused creosote to build up dangerously from only one season of light use, as the creosote could no longer fall down into the lower clean out area. We have asked them to return and correct this problem, but when they came they said they can not remove this cap. We asked the chimney sweep from another company, who did the original chimney cleaning in December 2021 to review the work, and he concurred that the work was done incorrectly, resulting in a dangerous situation. We are currently not able to use our wood stove until this problem has been corrected.

  

  Business response

  12/16/2022

  Hello *****************************!

  We are terribly sorry to hear about your experience from a chimney liner installed in December of 2021 just over a year ago. As we discussed a number of times, it's pretty easy to see why this is such an important part of your chimney system. And not only does your chimney cap keep water out of your chimney, along with other debris, birds and other animals, most importantly it also keeps sparks and embers in. This protects your home from the chances of a roof fire. Not having a cap is a huge liability. A chance we are not willing to take. If no chimney cap is installed, there is nothing to stop these sparks and embers once they reach the top of the flue. These little, burning particles can be a big problem and cause damage to your roof or worse; some have even been hot enough to start a fire and burn your house down jepordizing the lives of you and your family, your neighbors, fireman or anyone else of whom this problem now becomes. If you chose to, you can simply remove the cap. We don't advise that. Perhaps another question is why didn't the other company simply remove the cap? Perhaps for the very same reasons. Here are some helpful tips:

  If you have a wood burning fireplace or stove, it is impossible to completely eliminate creosote buildup but there are ways that you can minimize it and prevent it from reaching stage 2 or 3 before your next cleaning.

  The best ways to reduce creosote accumulation:

  1. Only burn seasoned firewood that has dried for 6 to 12 months. New wood contains a large amount of moisture. Wood with a higher moisture content produces more smoke when it burns. This smoke turns to creosote. The drier wood is the less smoke is created, the less creosote is produced. Buying a moisture meter will help determine when certain wood is best for burning. Make sure to split a log in half before testing since the outside or bark of a log may be dry but the inside is still holding moisture. (Wet wood also decreases total heat output since an extreme amount of energy is wasted in your fireplace on boiling and evaporating the water inside each log.)
  2. Insure your fire has sufficient air flow. Air is an important ingredient for an efficient fire. If your fireplace has glass doors, it is wise to open them so that your fire can breathe. This will allow your fire to burn hotter which burns a greater amount of the combustion gases. Most modern fireplaces, stoves, and inserts are considered “high efficiency” – so opening a window or using an electric air collar may help.
  3. Build hot fires that burn efficiently instead of slow-burning, smoldering fires. How you arrange firewood affects the fire that is created, pack it tightly—with modest gaps in between for airflow—so that it will burn cleaner. Make sure not to close the fireplace doors (ceramic glass) or restrict air flow adjustments too soon before the fire gets hot enough. A good indication that your fire may not be hot enough is if it starts to smolder and look like it might die out. At that point, the glass will also get dirty fairly fast and you are sending excess gases up the chimney.
  Keep in mind high-efficiency chimneys are smaller than traditional masonry flues or decorative fireplaces so creosote build-up is even more important. New high-efficiency fireplaces also have re-burning features such as secondary air tubes and catalytic combustors that require high-temperatures to operate functionally and cleanly. Keeping cool, smoldering, small fires with wet wood is the surest way to build creosote in high-efficiency fireplaces and clog bird/pest screens.
  4. Avoid burning artificial logs. Artificial logs create a large amount of combustion gases that condense into creosote.
  5. If you chimney is on the outside of your house, warm the flue before lighting a fire. Cool temperatures in the flue create more creosote. A good way to warm the flue is to make a torch out of rolled up newspaper and hold the lit torch under the open damper until you feel the air warm and feel the draft reserve.
  6. Use Creosote Destroyer Powder.  Sprinkle a few tablespoons of Creosote Destroyer powder on a medium fire, use this every third fire to help prevent creosote buildup.
  We hope this information helps. We are always here to help. Thank you so much and again we are so sorry to hear about your experience.
  Thank you.

• Initial Complaint

  04/15/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 3/30/22 ************************* came out to do an estimate for chimney repair. He asked to look at something else as well and recommended a pipe gets fixed. He said if you let me do this one for ****, Ill do the fire place for ****. He left and placed an unsigned service ticket for the pipe repair, but nothing about the chimney. I called him on Friday the 4/8/22 and said I had only recvd a document about the one repair not the other. Via text he had no recollection of it and had to call me to be reminded of the situation. He agreed *** said the paperwork would be sent over. On April 11th the company showed up to fix some piping inside my house, but I was already on the phone with the office, I still had no other paperwork stating the agreed price for the other project. I said they werent to start working until I received the additional paperwork, so it could be resolved prior to things starting to make sure all were on the same page. The owner ******* called me and instantly started screaming at me that I am costing him money by canceling the job and I had already agreed to everything. I said all I am asking for is the paperwork to be sent over before the work starts. He started threatening me physically and calling me all kind of names and cussing at me the whole time. I said I would not tolerate being talked to like that and would not be working with him at all. He then texted threats to me threating to take care of me handle things like a man when he gets back various other threats. I never signed anything agreeing to this work in the first place. And now he is sending mail requesting full payment. This is ludicrous and not the first time that he has tried these tactics per his own employees that were here. A business should not be allowed to function like this. I have the texted threats and the unsigned document

  

  Business response

  05/06/2022

  
  To whom it may concern:
  
  On 3/20/22, we came out and met with the customer to inspect his chimney. Upon inspection, an estimate for $6500 for replacement of A Class Flue System, and another $5,000 for masonry work was agreed upon. On that very same paperwork, in which we both have copies of, it clearly states that we will come back out on 4/18/22 to assess masonry work needed after the $6500 for replacement of A Class Flue System was done. And that is what the customer agreed upon. After scheduling a date, we went back out to the customers property on Thursday, 4/14/22 to begin the work for the $6500 for replacement of A Class Flue System and at that time we were turned away. When we are there the day of the repair, and turned away, we take a loss as a company of a minimum of $1500 and this when the disagreement ensued.

• Initial Complaint

  01/23/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Mr. S****, of A Step in Time Maryland, on 11/29/21 intimidated me into paying him for work that he didn’t complete as agreed to. He did this by screaming vulgar and threatening things to me at my front door while banging on it so hard that pictures on the wall rattled. I was at home with my intellectually and physically disabled daughter. She was in tears from the loud noise and vulgar language. He was on the cell phone to me but could be clearly heard through the door. Some of the things he said to me were that there were two men at my door and they were going to make me pay. They were not going away until I did. I tried to remain calm and asked for an invoice so I could have a full understanding of the work that was done and it’s warranty. I allowed his intimidation to work because I really didn’t know what else to do to make him go away and I was scared of him. I was just going to chalk it up as a learning experience and look companies up on ****, where it says he has done this to other single women, next time. However, the first rain after the event I saw my chimney was still leaking. Not only was the work shabby looking it did not solve the issue. After the scene Mr S**** had made at my door there was no way I was ever going to speak to him again so I contacted my credit card company to have the payment pulled. On 01/06/22, after calling my cell non-stop for a period of time, Mr S**** sent me a text stating he would “Be over in a little while”. I sent him back a text stating that I would not talk to him except in writing and that if he came to my door I was going to call 911. He went on to text a bunch more to me including “I will be coming over there I promise you”. As far as I know he has not come over but he did send me a demand for payment. I sent him a reply saying my chimney is still leaking. He sent back saying he would set up a time and fix it. I don’t feel comfortable allowing Mr S**** back in my house which is why I am writing this complaint.

  

  Business response

  07/14/2022

  Dear ******** *****, 
  We are terribly sorry to read about your experience. Rest assured 100% customer satisfaction is our top priority. With over 30 years of experience and being in business, intimidation is not, nor has ever been a part of our practice. At no point in time did we scream vulgar or threatherning things and we take these accusations very serious. We always try to help. We uphold to the highest standards with each and everyone of our customers. We are sorry you didnt feel that was the case here. If you should need anything we are always here to help. Thank you. 
  
  

• Initial Complaint

  01/20/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  installed a faulty product in my home and does not stand by his work

  

  Business response

  02/23/2022

  Hi ******! Rest assured 100% customer satisfaction is our top priority. We are so sorry to hear about your experience. Wood stoves have to "primed" or "preheated" before lighting a fire due to cold downdrafts. As a homeowner, its critical that you know how to prime a chimney before using your fireplace. For example you decide to start a wood fire during a cold winter night. You build a flawless upside-down fire, open the damper up, light the stack, and then smoke fills the room. You think youve done everything right, so whats the issue? Youre experiencing an improper chimney draft. The reason the smoke was coming into the basement again terrible sorry for your system to draft effectively, the flue sometimes needs to be preheated or primed.
  
  Warming the flue in a fireplace is important because it allows toxic smoke to flow up and out of your home from the moment you start a fire.
  
  When your fireplace goes unused, especially in the cold months, the flue fills up with cold air. That cold air will slowly travel down the flue, while heated air will attempt to travel up it. And because the cold air is heavier than heat from a freshly lit stack, it will block heat from rising. Of course, that means the smoke has nowhere to go except for back into the room. This issue is called a backdraft.
  
  Back drafting is serious! Smoke contains toxic chemicals such as carbon monoxide. Excessive exposure to these chemicals can inhibit lung function and potentially be fatal.
  
  Preheating the flue will reverse the chimney draft, keeping you safer and allowing you to enjoy a warm and cozy fire faster.

• Initial Complaint

  09/28/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 9/7/21 I met with Mike S****** he gave me a quote for a new chase cover for $2200. I verbally agreed and he was sending someone to start work in a coupIe days. After hearing nothing for 2 days I continued calling everyday to see when the measurements were going to take place someone finally showed up on 9/12/21, I paid a $400 deposit. The measurements were wrong and a new coVer had to be ordered. I was told the cover would arrive and be installed in a few days. It’s now 9/28/21 the cover has not arrived. Mike doesn’t know when he can install because he has jobs that are more profit than ours. Mike physically threatened my husband and a police report was filed on 9/28. Mike S is not willing to refund our deposit and is threatening to sue for the project balance. Which is $1800. There was no signed contract between A step in time and myself because I never signed the quote. Mike has caused extra unneeded stress in my life due to his threats and aggressive attitude towards my family.

  

  Business response

  11/08/2021

  We came to complainants home did various jobs he contracted, had a custom-made chase cover for his home which he expected to be done on his time. Complainant gave us a take it or leave it proposition when we told him we could not install the chase cover on the day he wanted. We offered an alternative time and he refused and told us do not call him again. Complainant clearly received work and left us with a custom-made chase cover that we cannot use on anyone's home but his. Unfortunately; our company lost monetarily while Complainant received work and had us order a customize chase cover which we are stuck with. Complainant does not keep his word. No need to give him a refund because the deposit was done by a credit card which he reversed charges, so we did work and got paid nothing for our efforts. We intend to proceed judicially.

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