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Complaint Details
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Initial Complaint
10/26/2021
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
We scheduled a chimney sweep/inspection for today at 9:00 am 10/26/2021. Have called the business several times today and have received no response. We scheduled this on 9/30/2021 and still have not heard form them. We pre-payed on line as they wanted before we could schedule appointment with no contact from them what do we do now. Thank you for your time.
Business response
10/27/2021
***** *as a valid complaint. We are working to resolve it with him.
How it happened. There is a service we signed up for, *****. We are trying to cancel the service. Through *****, there is a way to schedule an appointment and pay for it. This is a feature that we were not even aware of. So his appointment went under our radar. It is not our policy to have people pay in advance for a sweep and inspection. The ***** platform does require payments to be made to schedule a service call. Again this this system is new to us and we are not happy with it. We don't want people to be able to schedule without talking to us and the normal way of doing buisness here is to get paid the day we complete a service.
The number of phone calls we are getting is far greater than we have ever had. That is why it is very difficult to get through. This has added to ******* concern that he was ripped off. J** has been in contact with him and we are getting his appointment handled as quickly as we can. We are booked out for well over a month but ***** is getting top priority when we have a cancelation.
I have emailed ***** and he said he would be available for a call after 9:00 this morning. I hope to speak with him then.
Thank you
*** ******** ************
Customer response
11/08/2021
After an issue that turned out to be a computer not picking up on our clean and inspection, we contacted the BBB for help on the 26th of October 2021 to help in the situation because of no contact with Ferguson's Fireside. We our happy to report that Ferguson's fireside did find the issue and did following though they showed up the next afternoon and did a wonderful job. Left no mess very polite and definitely if in need of fireplace service or any service that they provide would highly recommend them to take care of your needs.
Regards,
***** * ********* **
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Get a QuoteCustomer Complaints Summary
1 total complaints in the last 3 years.
0 complaints closed in the last 12 months.