Complaints

• Initial Complaint

  03/10/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On October 19th, 2023 this company supposedly performed a number of different repairs to our chimney. They were here for about an hour. The cost of the repairs was over $2500.00. Included in this supposed repair was a replacement and proper professional installation of a stainless steel chimney cap. Well this morning, four month after install, the chimney cap was laying on the ground in our backyard. It was a cheap flimsy thing that seems to be aluminum, the screws were half out and it’s dented up. Garbage product, shoddy workmanship, overpriced and poor quality. I want refunded 75 percent of what I paid these people so we can hire a quality chimney repair company to do the work they were supposed to do and didn’t. Im leaving 25 percent with them to cover the shoddy workers pay for the whole hour they were here.

  

  Business response

  03/11/2024

  During the big storm last week many chimneys and homes experienced severe damage.  We have spoken with the client and are going out this morning to either replace or reinstall the stainless steel chimney cap.  Our stainless steel chimney caps do come with a lifetime warranty and we stand behind our work and quality materials we use which are always the industry standard or better.

  Customer response

  03/13/2024

  I accept the business's response to resolve this complaint.
  The business was extremely proactive came out and fixed the problem, took extra time to make sure the new chimney cap was a good fit and treated me with kindness and respect through the whole matter. It’s easy to treat a happy customer well, it’s difficult to treat an unhappy customer with kindness so I appreciate the exemplary level of professionalism displayed by the owners of this business. Please amend my complaint to satisfied. 
  Regards,
  
  ****** ******

• Initial Complaint

  02/14/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Contracted with business to install replacement fireplace. Business failed to install correctly. Business also failed to get any permits. Firestops were installed incorrectly. Fireplace installed incorrectly. Fresh air intake installed incorrectly. Fireplace flue installed incorrectly. Fireplace not framed in. Fireplace is not safely usable. Cannot insure fireplace without permitted work Refund to be used for another company to complete work with proper permits and return fireplace to safe condition.

  

  Business response

  02/26/2024

  We are more than happy to pay Blackburns directly in the amount of $7,150 per the quote prepared by them.  We would like to kindly ask that either ***** ***** or ***** ***** be present on site during the corrections.

• Initial Complaint

  11/15/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  When I called and set up my appointment I told the lady on the phone I had a Gas Fireplace and it needed to be inspected maybe cleaned. She told me it was $150 for the inspection and if needed cleaned its another $100. So the day of appointment they inspected it said it needed cleaning with tax he said $321 I told him what the lady told me over the phone and he said he keeps telling them not to say that well thinking he will give me the price I was told but no. I called them about five times left two voicemails and no callback so yes I paid because its two men in my house and I'm alone plus I had to go back tow work. I called the next day again no answer so I left another message. The next day I get a call from the owner which I stated I was at work so she's telling me I agreed to the payment I said no I called you guys about 5 times no answer which you didn't return my call for days I was going to sit in my house with them until y'all answered me and I have a job as well. I said look I will not use y'all again or refer anyone to y'all the she wants to say I was going to refund you after all that. Never got any type of refund at all. I also asked for a receipt which was told would get a email and never did

  

  Business response

  11/15/2022

  The Chimney Guys did make and keep your appointment as scheduled. It was a confirmed appointment for an inspection priced at $159.95 pls tax. When you scheduled the appointment , you made the comment "t he Carbon Monoxide detector was triggered when you used it last year."

  Upon inspection, the Gas Direct Vent Fireplace needed to have a Gas service. The technician that was dispatched to your home determined the unit needed cleaned, at that time he informed you of what the cost of the service would be and you agreed. Our service technicians are respectful individuals, and at no time forced you to have the repair/service work completed. That is your decision to make, and you opted to have the work completed. Thus having to pay the balance of$299.95 plus tax. 

  You clearly agreed to the work to be completed, as the service technician would not have performed the service on your Gas Unit . You wanted the unit to function, and that is what he supplied you. 

   To properly reply about your 5 phone calls to the office, all of your calls were captured on voice mail and you were calling repeatedly after office hours. Your concern was addressed by phone, and you did complain that you were dialed during the day, and you answered the call from the owner while you were working. 

  The owner never stated verbally or in writing that you would be fully refunded. 

   

  Customer response

  11/16/2022

  so yes I did say that the carbon monoxide detector went off the year before in February I did have it running all day long the fire department did come and they were the ones that said it probably is because you ran it all day you probably just need to get it clean I even told him that on the phone as well I didn’t even say all this in the complaint but let’s be for real the guy that came just sat on my couch without even asking mind you you’re dirty from cleaning fireplaces then tells me how he has more guns probably than anybody in Columbus he had moved from Virginia because the money was good and he was moving his girlfriend here and all kind of stuff I never said all that because I didn’t think I needed to go that far but they sit here and say they’re very respectful blah blah blah is a lie Also even the guy that was here and I said the same thing too he said yes you cannot run these fireplaces all day it will make the carbon monoxide detector go off because you don’t have a vented fireplace

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩