ComplaintsforChimcare

• Initial Complaint

  02/14/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  Ordered firebox and chimney rebuild and new damper for chimney in July 2023. They did the rebuild of the firebox and chimney, but brought out the wrong damper. Were going to come back the following week with the correct damper to install it. Never came back. Have been calling to try to resolve this matter for several months, but phones are always busy or leave a message and no one calls back. They appear to be out of business.

• Initial Complaint

  09/29/2023

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  We hired Chimcare to install an insert in our fireplace. We were quoted a price and told we needed to pay for the insert up front so it could be ordered. When they came to do the installation, we were told that we needed an electrician before the project could go forward. We asked that question at the initial visit, as we have someone we work with. We were then told that the only person who could install the insert lived in ******, and would not be availablefor a month. We were also told that person was the only employee who could address any issues with the insert, as local staff had not been trained yet. We decided not to work with this company. We were told we would receive a refund. Several mo the and multiple calls later, no refund. We hired an attorney who wrote a letter on our behalf. A month later, we got a check in the mail. I deposited in my account and it bounced. I was charged $30 for insufficient funds, adding insult to injury. At this time, we still have not received a resolution to our issue.

• Initial Complaint

  05/26/2023

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  I purchased "Gold Loyalty" program for $450.00 from Chimcare in December *********************** 2023. In January of 2023 I was given only 10% discount for a chimney sweep included in the program. In May of 2023 had no response to repeated attempts via website or phone to schedule a chimney sweep. On 5/10/23 I sent email to the Operations Manager of the Seattle ********** site. 5/10/23 he responded via email the **** locations I attempted to schedule had been closed and no longer in operation. He offered a refund of $145.00. 5/10/23 I emailed response: I declined, and requested a FULL refund of $450.00 as the locations were closed. 5/14/23 I emailed request for status update on my refund. 5/15/23 Operations ****** responded via email my refund request sent to accounting.5/22/23 I emailed request for status update - and amount of refund to be issued. 5/26/23 I have had no response

• Initial Complaint

  05/03/2023

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  I paid a deposit in October 2022. Later the same day, I received a call that, due to an error on their part, the amount I was quoted for the work needed was incorrect. I told them I was no longer interested at the higher price and asked for a refund of my deposit. I was told they would issue the refund. It has now been more than 6 months. I have called and emailed with countless people who each say they will take care of it. In March 2023 I was finally issued a check (the check was dated 2/24/23 but I did not receive it in the mail until 3/21/23) but the check bounced. I have made several more calls and emails since that time.

• Initial Complaint

  04/13/2023

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  In December they billed us a down payment on work. The work was completed and the invoice billed us for the full amount without taking off the down payment. We sent records to Chimcare and they said the would process and approve a refund. They have never returned a call. They tell us the same info each time. We have bank problems. Our management has changed. Although we have approved your refund we do not know when it will be sent. I have asked to speak to a supervisor or manager but there never is one available or no one will call us back The amount they owe is close to $1,000 They continue to not respond S

• Initial Complaint

  04/07/2023

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  Chimcare took a deposit for a future repair on my fireplace on March 1, 2023. On April 7, 2023 I asked for a refund for that deposit as they did not deliver the part/repair when promised. The manager, ******, stated that a refund for that deposit could not be given because they did not have the funds. When I again asked for a refund, ****** stated that "due to upper management misappropriating funds, there was no money".

• Initial Complaint

  03/21/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  Fireplace would turn off at set temp but not turn back on automatically at a set temp. Had to manually turn back on. Suggested solution was replace all innards of stove. New version no longer automatically turns off or on, also internal fan no longer works as well as many other features. Didn't repair original issue and current version is less functional than prior to repair. This is main source of heat for house, without thermostat or fan fireplace is useless and many features like timer, flame adjust, fan speed adjust, automatic on off at specific temperature are no longer an option. New version simply has on/off manually and doesn't provide any reasonable amount of heat. I was charged 1/2 to get parts ordered. Then on install charged full amount. Even if my funds were refunded the current fireplace is c*** compared to what I had even before their repair it was far better. Also my repair requests started in November the last service was March. Multiple attempts to contact have gotten no response from company.

• Initial Complaint

  02/20/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unresolved

  More info

  5/16/22 Chimcare rebuilt our chimney crown, did tuck pointing, replaced the flashing, pressure washed and applied a water repellent to the chimney, the total was $3,992.40. Tues 12/22/22 we notice water coming down the chimney in the garage and called for someone to come out. Fri 12/30/22 the person came said he didnt know why it leaked, but that he caulked where it'd typically leak. I showed him the video of the leak and he agreed to have ***** out. 1/10 another person came out who stated the tuck point wasnt done right, and that the water repellent wasnt applied. He said he would talk to his bosses about the water damage in the attic and that they would fix the chimney. He was done about 10:30a. At 3:30p, the person who did the work in May showed up unannounced. I told him I didnt know someone was coming out. He said he called, but no one answered. My husband and I didnt have any missed calls or notifications of this appointment. I felt very stressed and uncomfortable with the situation! At the time I was watching another child alone. My husband got home, talked with the worker who apologized for doing a poor job back in May. He explained that he was going through a divorce at that time, and he wasnt satisfied with the work he had done. He removed the caulking and incorrect grout. That he would be back in the morning to reapply the grout. 1/11 they returned in the morning and were done about 9:30. He resealed the crown because it was cracking. That they would be back the next day that the product takes a long time to dry but that it was tarped. 1/12 and 1/16 workers came to check the tarp, then left. 1/17 I received an email from ChimCare with pictures of the chimney from 12/30/22-1/17, including 3 pictures of water damage in my attic from the chimney. The tarp is still on and I have mold in my attic. I emailed them 1/26 no reply. I emailed them 1/31 they replied they will forward this to the office manager. No response. 2/7 I emailed the Office manager, no reply.

  Business response

  03/08/2023

  We have them scheduled for this coming Friday to review.  Our plan of action is to correct the issues that happened due to the rain. Customer will be taken care of and we stand by our warranty of our work as always.

   

  Best Regards,

  *****

   

  Customer response

  03/12/2023

   
  Complaint: 19395124
  
  I am rejecting this response because:

  This isnt the fault of a little rain. It has been brought to our attention that none of the original work done in May 2022 was done correctly on top of the disaster that ChimCare created in January to my chimney ************ and apparently, my brand new roof (new 2019), as well.
  I want everything that I have paid for redone, I want the sealant that is all over my chimney brick removed safely without damaging my house further or I want my chimney rebuilt. I want the unauthorized $348 Wood Gold charged 3/1/23 refunded by check or back on to my card within the next 7 days. I want the $850 for the cost of the mold removal by check within the next 7 days. I want ChimCare to pay for removal and replacement of insulation 4around the chimney in the attic to be done by the company of my choice. I want ChimCare to pay for the roof shingles that were damaged from the work done (from the sloppy sealant dripping) on 1/11/23 to be replaced by a company of my choice with the same roof shingles I already have or an all new roof if same brand and color of shingles are not available. Then, I want ChimCare to pay for another chimney company of my choice to inspect the work when its finished. I want all of this in writing within 7 days and I want it all completed within 3 months. Which should provide plenty of dry days to avoid issues with the rain, or I am contacting the *** and getting a lawyer. I expect ChimCares full cooperation and ownership of their mistake. I do not appreciate ChimCare making light of the severity of destroying my chimney, my roof, and my attic. Then dismissing the amount of stress that they have caused. This issue is not from the rain,this is pour quality work.
  
  ******************************************

• Initial Complaint

  02/09/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Summary On 7/21/2022, prior to work being done, we canceled our chimney job with Chimcare because of bait and switch tactics. We requested a refund of our deposit. Later, I was told the refund was processed on 8/2/2022, but over 6 months later, we still have not received a refund. They continue to stall and ignore me.Details 3/18/2022 Paid $229 to get estimate 3/24/2022 Received estimate of $9,602.4/1/2022 Paid deposit of $4,254.85 for repairs (including fee to join loyalty program)7/6/2022 When Chimcare arrived to do the work, the supervisor told us the chimney needed more extensive worka complete tear down and rebuild which was 4 times the original estimate. Because of the drastic change in the scope of the work, we got bids from 2 other chimney contractors. They independently confirmed that the chimney didn't require a rebuild and offered bids that were similar to or lower than Chimcares original bid.7/21/2022 Sent email to sales manager to request a refund of our deposit (minus loyalty program fee).************** Continued to send emails about refund. Sales manager eventually stopped replying.10/22/2022 Replying to my phone message, Contessa from Accounts Receivable left a phone message that the refund was processed 8/2/2022 for $3,960.85. She said ******* from Accounts Payable would be back on 11/6/2022. No follow up.12/21/2022 I called for Accounting. **** answered but would not transfer me He said he would mark it urgent and follow up at the weekly meeting. They would reply in 24 hours. No follow up.1/13/2023 **** returned my phone message. Said he would leave message for Accounting. No follow up.1/24/2023 ******* from Accounting returned my phone message. She said she would send urgent email to owner and would get back to me in 2 days. No follow up.2/2/2023 I called. **** said he would escalate to the owner. No follow up.2/9/2023 Sent an email directly to CEO ************************* about refund.

  Business response

  03/08/2023

  A refund check is going out in the mail on March 10th.  Please close this complaint.

  Customer response

  03/20/2023

  I received my refund in the mail yesterday.  This complaint is now resolved.

   

  *****************************

  Customer response

  03/22/2023

  Help!  I need to unresolve my complaint.  The refund check that the company sent me has bounced.

  Customer response

  03/28/2023

  Update.  *********** issued a cashier's check which I have cashed.  The issue is now resolved.

• Initial Complaint

  02/06/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  ChimCare sent a proposal on 9/16/2022 to remove part of our chimney and cap it. We sent in a deposit for $2,178.00. They then schedule the work for 12/22/22. The ******* arrived on 12/22/2022 as promised but the weather for a chimney removal was not cooperating. It was below freezing and the mortar wouldn't be able to set at those temperatures. The Techs also mentioned we probably want to call a roofer first because removing the chimney will compromise the flashing.Called the roofer and he suggested we get another bid because removing the chimney could cause more issues then just the roof. It could potentially lead to more siding repairs as well.We called and cancelled the job with Chimcare on January 26th and were told that another person would call us back regarding the refund of the deposit. Never got that call. Reached out to Chimcare 1/26, 1/30, 1/31. Heard back from the owner on January 31 saying he would look into it. Now I can't get a response from him either. Sent e-mails on 2/2/23 and 2/6/23.

  Business response

  03/02/2023

  A refund check was mailed out to her.  We are happy to put a stop payment on the check we sent if she is saying she hasn't received it.

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