ComplaintsforFireplace Pros

• Initial Complaint

  11/18/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  I want to start by saying that Patrick was amazing during the inspection - what a friendly and knowledgeable person. Mary has also been amazing when I've called her. However, I think there's a miscommunication. I paid $259 for an inspection report on 9/12, but I'm still waiting on the report. I've reached out multiple times (3 emails, 1 ******** message, 3 phone calls). I was told that I'd get detailed information about what was found along with quotes for fixing the problems and I haven't seen any of that information.

  

  Business response

  11/28/2022

  We apologize for the miscommunication. We were looking into the issue that we came across and found that you needed a mason to help fix your issue. We thought that was expressed to you in a previous conversation. We are sorry we didn't convey the proper information the way we thought. We have refunded your $259 inspection fee for being unable to remedy the issue and for not getting you the proper information in a timely manner. We want to make sure we have the best information to give our customers and make sure we do it fast and efficiently when regarding their chimney and fireplace. We will use this as a learning tool going forward to ensure complete customer satisfaction. 

  Customer response

  11/28/2022

  I accept the business's response to resolve this complaint.
  Regards,
  
  **** ********

• Initial Complaint

  03/10/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  1. Date of work completed-Feb 14, 2022 2. Amount paid to business: $1,226.00 3. What the business committed to providing you: a. Fire Box Repair (Profile) Level =$229 b. Refractory Plates=$349 c. External Tuckpointing of Chimney=$449 d. Application of Waterproofing to Exterior of Chimney=$199 4. Nature of dispute: I am asking for a partial refund of the total bill ($449 + $199) that involves the external work done on the chimney. 5. The reason I seek a partial refund is due to the low/bad quality of the work completed which fell apart the following week, 2/22/2022 when I had roofers come out to replace my roof. When the roofers got to the point of removing the shingles surrounding the chimney, they ran into a problem of the cosmetic brick falling apart. The reason it fell apart (as discovered that day) is the wood between the cosmetic brick and the chimney was completely rotted; which explains why it started to fall apart. The external tucking work consisted of repairing the mortar between the bricks (some of which were falling off). My major concern is that the technician was on the roof for multiple hours fixing this mortar between the cosmetic bricks (in some cases the mortar was completely gone) and did not once mention to me about the rotting wood beneath the cosmetic brick. With the repairing of the mortar, some gone completely, it is impossible for the technician to have not noticed this. Either the technician was inexperienced (for which they should have had an experienced person with them) or the technician just ignored the rotting wood. The cosmetic fell off with minimal effort during the roof repair since the cosmetic brick was not attached to the wood beneath because it was rotted. In this case, I have no idea how the technician did not know that the cosmetic brick was unstable and not solidly attached to the wood beneath it. I seek a partial refund of $698 (external work of $449 and repellant costs $199).

  

  Business response

  03/16/2022

  Dear *****,
  
  We value your business and have reviewed your statement at length with our technicians thoroughly.  During the performance of our work, it was unapparent that the material behind the cosmetic brick was in fact wood.  Within the area of the missing mortar that was tuckpointed what is exposed tends to be darker in nature making it harder to discern that the material behind the cosmetic brick was rotted.  It is possible that during the replacement/repair of the roof that when the roofing material were removed from the lower portion of the chimney the support and the lack of adhesiveness of the cosmetic brick to the rotted wood caused the area to fall.  We do apologize for the inconvenience this has caused and will issue a credit as requested for the external work of $449 and the repellant cost of $199 for a total of $648.

  Customer response

  03/18/2022

  I accept the business's response to resolve this complaint. I spoke with ****, From Fireplace Pros, on Wednesday (3-16-2022),  and she stated that she sent out the partial refund that day. I am grateful for the assistance from the BBB to help resolve this issue.  This tells me that this company does care for its customers.
  
  Regards,
  
  ***** *******

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