ComplaintsforArthur Black Chimney & Dryer Exhaust

• Initial Complaint

  07/24/2023

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  My original contact with ABC&DE was in late Feb. 2023 to inquire whether I needed to have my chimney's cleaned and to have them look at the construction of my two ******* fireplaces. One works well while the other does not. When their employees came to look over the issue of one of my fireplaces back-drafting, they recommended a Vaccu--stack component to prevent the problem. After multiple email exchanges, I agreed to this solution, however, no one at ABC&DE noted that by adding this apparatus to the chimney stack I would no longer have an operable damper. This served to create another problem as a damper is critical! Had they relayed this in the first place, I would not have had them order these components and make this installation. Their after-the-fact solution is to "stuff something into the throat of the fireplace" to act as a "damper" and a means to prevent inside air from going up the chimney (i.e. air conditioning or heat) and prevent outside air from coming back down the chimney. This is a potentially dangerous and ridiculous option. I have a three year old newly constructed home and I would never consider this. I have done extensive research on the issue and find ABC&DE incompetent in their recommendation; unfair in not making this right by taking these costly components back (i.e there's multiple pieces) and refunding my money for the parts and labor in full. I have multiple emails asking them to make this right. The last and most comprehensive email I wrote to them has never been acknowledged or address so now I'm turning to the BBB for resolve. Thank you, ***** *******

  Business response

  07/26/2023

  Customer was informed at the initial visit in January 2023, that the placement of the poorly drawing fireplace within the custom home, along with the height of the chimney was contributing to the poor performance at high altitude. Customer was argumentative, and dismissed our first recommendation that she connect with her contractor who built her home and fireplaces. Customer then engaged in insulting her contractor who was not present. Customer did calm during this first visit and was advised to extend the height of her chimney and add a **** *** ** Top Closing damper. She ignited again saying she did not want these options as they will negatively affect her aesthetic. Customer always knew this unit did not have a damper and this was evident in subsequent emails. Customer was also informed that only **** *** ** Top Closing Damper served also as a damper, the ********** would not. She was advised to block the mouth and throat of the fireplace when not in use to combat energy loss through drafting. Customer was also advised at least twice how to properly build a fire to mitigate back drafting.  After these multiple conversations with our technicians answering her questions, in person, on the phone, via email and text, she chose to select the ********** option (please see email attached). She paid 50% deposit for this unit. Once the ********** was installed, customer began texting and emailing about ways to modify a ******* fireplace with an internal damper post construction. She was advised in the first appointment that this is not a service we provide. It was only after the final invoice became due that she began emailing with a harassing and threatening tone, and assassinating the character and abilities each of our certified staff and most recently gaslighting us about what she was advised and what she had agreed to. We offered to remove the ********** and replace her previous ******* damper but stated we will not refund her deposit as her decision was informed at the time of the estimate, knowing that her decision of ********** option did not have a damper function. She began copying a local attorney on her email replies and refused to schedule a time for us to remove the ********** if we did not refund her money. We have lost hundreds of dollars in labor, consultation and parts while this customer meanders through her decision making process.  At this point, we wish to have absolutely no contact and no further business. Her next contractor / chimney service provider can be gifted the ********** that she acquired at 50% retail. 

  Customer response

  07/28/2023

  Complaint: ********
  
  I am rejecting this response because:
  
  
  
  Regards,
  
  ***** ******* 

   

  [To assist us in bringing this matter to a close, the consumer must give a reason why they are rejecting the response. If the consumer does not provide a reason the complaint will be closed Answered]

  Customer was informed at the initial visit in January 2023, that the placement of the poorly drawing fireplace within the custom home, along with the height of the chimney was contributing to the poor performance at high altitude. Customer was argumentative, and dismissed our first recommendation that she connect with her contractor who built her home and fireplaces. This is absolutely untrue.  The first question I asked was if the chimney height was too short.  The response was that it met code! Never did I comment I was unwilling to correct this condition because it was not cited as the problem. Customer then engaged in insulting her contractor who was not present. Given several deficiencies in my home construction that is true. It was however as comment, nothing more. Customer did calm during this first visit and was advised to extend the height of her chimney and add a **** *** ** Top Closing damper. She ignited (quite an overstatement) again saying she did not want these options as they will negatively affect her aesthetic. Again, an absolute falsehood! I was willing (and remain willing) to invest in a safe and effective solution. (Hence, the exhaustive evidence noted in my emails trying to comprehensively address the matter). There is NO mention in any email exchanges with ABC&DE that I should extend the chimney height or invest in a **** *** ** Closing Damper until their first solution proved deficient. The only comments about a damper made to me was that the existing ******* damper was a cheap damper. The ONLY initial recommendation was the *********** and nothing more. The comment about the chimney height and the **** *** ** is only now a recommendation after the fact. I made NO comment whatsoever regarding the aesthetic! My goal has totally been to do whatever it takes to correct the downdraft and to be able to burn this fireplace safely.  Customer always knew this unit did not have a damper and this was evident in subsequent emails. Customer was also informed that only **** *** ** Top Closing Damper served also as a damper, the ********** would not. These statements are absolutely untrue and after the fact to avoid accountability. I’ve reviewed and attached the thread of emails exchanged.  There is NO mention of this until the *********** was already installed and you backpeddled on your recommended solution. She was advised to block the mouth and throat of the fireplace when not in use to combat energy loss through drafting. **** advised that I “could stuff something into the chimney like a board wrapped with cloth or Styrofoam” to prevent any air from coming down or going up the chimney.  A very poor, unsafe, unreliable, and unrealistic suggestion after the installation. If anyone of their certified staff would have relayed that to me in the beginning I would have NEVER agreed to purchase the ***********! Customer was also advised at least twice how to properly build a fire to mitigate back drafting. Considering I have been burning my other ******* fireplace for three years very successfully, it is a grasp to say I don’t know how to build or burn a fire. I have burned approximately four cords a year which is considerable. Not to mention that I previously heated my former home solely wood burning. After these multiple conversations with our technicians answering her questions, in person, on the phone, via email and text, she chose to select the ********** option (please see email attached). Agreed, I was extremely invested in a valid solution.  She paid 50% deposit for this unit. Once the ********** was installed, customer began texting and emailing about ways to modify a ******* fireplace with an internal damper post construction. I did agree to the purchase of the ***********, and yet again I repeat—there was never any indication I would not have a functional damper. This is what prompted me providing considerable evidence the recommended *********** was not the proper solution. See the email thread attached. She was advised in the first appointment that this is not a service we provide. I did not expect masonry services from you as you noted you could not correct the air intake channels inside the firebox. However, you stated getting anyone to correct the locations would be difficult because “all masons are grumpy.”  It was only after the final invoice became due that she began emailing with a harassing and threatening tone, and assassinating the character and abilities each of our certified staff and most recently gaslighting us about what she was advised and what she had agreed to. Wow, this is amazing.  Asking your company to take responsibility is hardly harassment. A third party can read this email thread and determine for themselves if I had the right to be frustrated with less than a competent solution. I am unapologetic about this. If anyone is gaslighting, I offer it is ABC&DE.  We offered to remove the ********** and replace her previous ******* damper but stated we will not refund her deposit as her decision was informed at the time of the estimate, knowing that her decision of ********** option did not have a damper function. You did offer this and I found it unacceptable to refund this expense partially. Without any reservation, I continue to repeat---you NEVER once mentioned I would no longer have a damper function! She began copying a local attorney on her email replies and refused to schedule a time for us to remove the ********** if we did not refund her money. I did refuse to have you come and retrieve the literally new *********** components for half price and offer to install a “previously used” damper you had on hand (because you noted you had already “recycled” my original ******* damper, although I noted you it was in my garage) and then charge for labor. Copying my attorney was a matter unrelated to ABC&DE but relevant to the effort I’ve invested trying to address the function of this fireplace. Additionally, you owe me a $207.30 refund on the spark arrester cap you never installed because you never had it! We have lost hundreds of dollars in labor, consultation and parts while this customer meanders through her decision making process. Comprehensive problem-solving is hardly meandering. At this point, we wish to have absolutely no contact and no further business. I’m fine with no contact after you come an pick up the *********** and components and credit my account as well refund the money for the spark arrester you never installed.  I didn’t authorize you to apply this money on my credit card to anything other than that purchase. Her next contractor / chimney service provider can be gifted the ********** that she acquired at 50% retail. The *********** has already been removed and the original ******* Damper reinstalled.  It is of no use to me.  I’m asking you again to do the right thing. I’ll have it delivered to your business with a full refund. 

  Attached Files/Documents

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