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Complaint Details
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Initial Complaint
11/10/2021
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
We had our firebox repaired and areas re-mortared on 12/13/18. Last weekend we noticed that the new mortar was cracked in multiple areas making the fireplace unsafe and unusable. I called and emailed multiple times to inquire and was told they would check with a technician to see about ‘the warranty’ of the work, I never received a call or email back. We have maybe 1-2 fires a week in the winter months, so there is not reason that the new mortar should have issues aside from poor craftsmanship. The older mortar in the firebox does not have issues. I am frustrated about the lack of response and the fact that I will now have to find and pay another company to repair their work.
Business response
11/22/2021
We are in contact with the consumer. The service was performed in 2018. The issue is not covered under any kind of warranty, however, we are going to repair the issue for the customer at no charge on 11/22/21.
Customer response
11/22/2021
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.The repairs were not completed today, 11/22, as it is not a safety hazard and due to the time technicians arrived. A later date is to be scheduled.
Initial Complaint
09/13/2021
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I hired this business to repair a chimney to stop the leaks. I asked if the employee would be tucking and pointing. He said yes but did not seem to know what he was doing. The leak was not repaired and water still came in with the next rain. The “repair” was sloppy and an eyesore, and did not fix the problem. I had other professionals, both roofer other chimney repair people. He did not properly do the job and now I have to pay someone else to fix the problem. No warranty was offered. I was supposed to just trust them. I have plenty of pictures that i can attach.Business response
10/18/2021
[[BBB TRANSCRIPTION VIA EMAIL FROM BUSINESS 10/18/2021]]
Regarding this situation.
In summary we repaired what we initially saw as the cause of the problem which was Moss build up on the chimney and cracks in the brick, which we cleaned off and sealed. When the customer called back and said the water leak persisted we returned to her home to address the situation and discovered that there was no flashing behind the j channel of the siding. That was the root of the problem and is work that we do not perform.
The customer had requested a chargeback from Visa on or around September 13th 2021 for $700, which we did not dispute the charge back and that is how it was left….
Call me with any questions.
****** *****
Northfield Fireplace & Grills, President
************ **** *** ** **** ****** *** *********** ** ***** **********************************NFI Certified Professional
Certification #: ******
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Customer Complaints Summary
3 total complaints in the last 3 years.
0 complaints closed in the last 12 months.