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Complaint Details
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Initial Complaint
01/03/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
On 11/1/23 Ozark Stove & Chimney was scheduled and paid $325 to clean chimney flue. Technician spent approximately ***** minutes outside/on roof and came inside with a shop vac to clean firebox of stove insert. At no time during the service appointment did the technician say that the flue service was not completed. Upon pulling out the fireplace stove insert it was discovered that the top of the stove was not cleaned. The company was contacted via email on 11/21/23 inquiring about why this was left uncompleted and included pictures of the top of the stove insert that was not cleaned as this appeared to be unsafe. No response was received. On 12/15/23 the company was contacted again to inquire about why this job was left uncompleted. A callback was received on 12/15/23 to inform that the service was for a chimney inspection and not for a chimney flue cleaning and that the fireplace chimney flue was not cleaned due to "insurance reasons". It was stated that appointments are for a paid inspection and the cleaning is "complimentary". This was not stated on their website, and this was not stated at the time of scheduling a flue cleaning appointment. This conversation confirmed that the service paid for was not completed. This is a deceitful business practice. A full refund was requested. The technician apologized and stated that the company office would be in contact. As of 1/3/24, there has been no contact from the company office.Business response
01/03/2024
Hi *********, I asked the technician, *****, to reach out to you to go over what was found during your sweep and inspection and also to go over again why your chimney is unsafe to burn. He did tell me that he was able to reach you after multiple attempts and that he let you know that the office would be reaching out regarding a refund. I personally asked our office staff to contact you regarding the refund, but they have not been unable to reach you. As ***** told you, we would be happy to offer you a refund. I've gone ahead and issued the refund. I apologize again that ***** wasn't able to sweep your chimney, but as he explained we don't sweep chimneys that are unsafe to burn. The price for our inspection and sweep is for the inspection and the sweep is completed and free as long as the chimney is safe to burn Please let me know if you have any questions, please contact me at the office. My contact information is below.
*********************
************
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Customer response
01/04/2024
Better Business Bureau:
I have reviewed the response made by the business in reference tocomplaint ID ********, and find that this resolution is satisfactory to me.
Sincerely,
*****************************
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Customer Complaints Summary
1 total complaints in the last 3 years.
1 complaints closed in the last 12 months.