ComplaintsforChimcare

• Initial Complaint

  01/31/2023

  Complaint Type:

  Product Issues

  Status:

  Unresolved

  More info

  ****-2022 *************************, Chimney Tech, evaluated & quoted $7,000 for flashing & mortar repair, plus purchase of a new chase cover. We paid Chimcare a $3500 downpmt.9-12-22 LP log Fireplace cleaning and service as agreed to on ****. $174 deducted from our downpmt.10-11-22 ***** arrives to preform work quoted by ****** on ****. ***** states ******** quote will not solve our leak issue, and he will not perform the quoted work.We don't need flashing work, nor a new chase cover. We will not have to pay for the pre ordered chase cover if we were quoted it by mistake. ******* "fix" is to redo the brick and mortar along the top 5' of the chimney. His quote is $11,000. BUT, "what we really need", per *****, "is to tear the 2 story brick chimney to the ground and rebuild it". Approx $20,000.We declined the repair work, and ***** left. 10-19-22 Called Chimcare office. Spoke with ****, asking for a refund of our downpmt. Followed up with an email. **** forwarded our email on to several employees, plus Accounting, and to *************************, CEO. **** said ************************* is the person who approves refunds. **** said refunds were issued out of ** office and was taking at least 30 days. ***** would call us. ***** did not EVER call us. We waited for our refund to be mailed to us.12-7-22 Called Chimcare office. Spoke with ****. He assumed responsibility to investigate where our refund was. Assured us he "was working for us, and would call us back with information."12-15-22 Called ****. He is "working on it." Promised to call us back.12-19-22 Called ****. Still "working on it." We commented that he wasn't following up as he had promised. **** stated all credits had to be processed by end of Dec 2022. He would call us back.1-4-2023 Called ****. He said our refund had been approved. **** has never returned our calls, as promised numerous times. We still do not have our refund. $3,500 - $175= $3,325 is owed to us from Chimcare.

  Business response

  03/01/2023

  Refund is being processed.  ****** will be calling to go over the upcoming date of refund.
  
  
  Thanks!
  

  
  

  Customer response

  03/02/2023

   
  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.
  
  Sincerely,
  
  ******* & ***********************

   

   HOWEVER, I do question whether the business will actually refund our money, as the business has told us they were processing our refund since Oct 2022.

  I am hopeful.
  

  Customer response

  03/29/2023

  We were contacted by BBB March 1, regarding a deposit refund owed to us by Chimcare.

   

  We have waited nearly a month for ****** to call to go over the upcoming date of our refund.

  We have neither heard from ****** nor has Chimcare returned our our $3325.

  We had previously been told, that our refund has been approved.  Chimcare informed BBB that our refund had been approved.

  Where is our money?

  If Chimcare will provide a contact number for ****** we are happy to call him directly.

   

  ******* & ***********************

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

  *************, ** 98604

   

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

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

  Business response

  04/10/2023

  ******** cell phone number is ************

  Customer response

  04/13/2023

   
  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.
  
  Sincerely,
  
  ******* & ***********************

  Customer response

  06/01/2023

  Dear BBB Specialist,
  
  I would like to have my initial complaint #******** against Chimcare reopened for updating. 
  
  ****** reached out to us in April with a plan to pay ** every 2 weeks beginning in May, until the amount they owed was repaid.  We agreed to this repayment arrangement.
  
  They have not paid us any of the monies they owe us.  ****** now says he is waiting for the owner to release the funds, but doesnt know when that might happen.
  
  I would like to reopen my complaint against Chimcare.
  
  Please email me with the procedure to have my case reopened.
  
  
  
  Thank you,
  
  
  
  ***********************

• Initial Complaint

  01/23/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unresolved

  More info

  Project: Chimney removal, chimney repair work. Work was initiated on 9/20/22 and completed on/about 10/19/22.Amount paid was $2,459 No roof protection was used. Three crews worked at the site and each acknowledge roof damage due to the chimney removal. At least one crew member took photos of the damage. Roof damage was extensive and required the replacement of 11 metal panels. All three crews expressed a need for additional crew members to complete the job safely and limit damage. We sought two estimates to repair the roof. One company was unable to complete the work in a timely manner. The second company provided us an estimate of $4,650 to repair damage beyond the scope of the immediate chimney framework-which we paid for and we are not asking for reimbursement for that amount. We sent the estimate to Chimcare but did not receive any feedback from them after multiple calls and emails until December 1, 2022, when I received a phone message indicating they would send us a check on Jan 4, 2023. We have not received a check. We complete the repair because we needed to protect our house from winter rains.We have retained all the damaged panels. The repair estimate is attached. We are seeking full compensation for the cost of the roof repair: $4650.

  Business response

  02/16/2023

  We will reimburse the customer for the repairs to her roof.

  Customer response

  02/21/2023

   
  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.
  
  Sincerely,
  
  ***********************************

  Customer response

  04/17/2023

   
  Complaint: ********
  
  I am rejecting this response because: Our claim number is ******** We filed a complaint on 1/23/2023. The resolution was that the business would fully pay for the damages caused by the workers. The resolution was agreed to on 2/21/23. We have not received any payment.
  
  Sincerely,
  
  ***********************************

• Initial Complaint

  01/05/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unresolved

  More info

  Today's date is January 5, 2023 Chimcare made repairs to our chimney in the summer of 2022. After making the repairs, they reattached the two directional chimney caps, however prior to the attachment to the flu I questioned the amount of area they left to attach the cap to on one of the flues. The flue that I questioned had the directional cap blown off the chimney which I noticed on December 31, 2022. I called Chimcare on January 3, 2023, and scheduled they're technician for an appointment the next day which was canceled, then rescheduled for January 5, 2023, which Chimcare also canceled but not until I called an hour after the scheduled appointment, and was told the technician would not be there. This is consistent behavior with numerous appointments made in 2022 taking months to complete minor repairs.Not having a chimney cap will cause rain to enter the flue, mixing with creosote and developing sulfuric acid on the flue liner, which will intern break down the flue lining as well as the masonry joints inside the flue.I am told today that there's a new scheduled appointment for Monday, January 9, 2023 Each time that Chimcare makes an appointment I have to drive an hour and a half each way to be there only to have them cancel the appointment and reschedule it, which causes me to waste a minimum of five hours up to 36 hours of time which is unreasonable and costing me hundreds of dollars in time, fuel and frustration!

  Business response

  03/07/2023

  We have reached out to customer and waiting for a return phone call

  Customer response

  03/07/2023

   
  Complaint: 18690813
  
  I am rejecting this response because: chimcare did not place a call in to me to try to resolve this complaint. Two weeks ago they called and wanted to schedule service to come out and repair the faulty work that they originally did last year. At which time I told them that I didnt want them to come out anymore because their technicians not only do faulty work, but they cant even be counted on to show up or even call when they cant make a scheduled visit. In addition, I just called Chimcare to reiterate that I am too frustrated to have them come back out and dont trust that they can repair our chimney or anybody elses chimney. I also reiterated the part of my Better Business Bureau complaint requesting a refund for the shoddy work that the Chimcare technicians did that has to be redone by another chimney service. The Chimcare representative said that he will pass that request on to management.  
  Sincerely,
  
  ***************************

• Initial Complaint

  12/06/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I contacted Chimcare in September 2022 for an estimate for a job. The estimate included removing the old fireplace insert, replacing the chimney flashing, and cleaning (sweeping) the chimney. I received an estimate for two separate jobs. The jobs were split based on priority of what we needed to get done and what we would like to get done in the future. After a few weeks, I reached back out to Chimcare to have our quotes updated to reflect more work being completed for the needed estimate. I had applied and been approved for financing and was ready to move forward on the job as soon as we got an updated estimate and the cost looked ok. It took four (4) calls, and an email over a two week period to get ahold of the company and get the updated estimate.After we finally approved the work, we had the work started in the first half of October 2022. The crew came out, removed the old fireplace insert, replaced the flashing and started the first half of cleaning (sweeping) the chimney. The workers stated that they would be back in a few days to finish the cleaning. I was also told that the owner of the fabricator where they were ordering our new chimney umbrella had just passed and the umbrella would be a few weeks behind, but that it was on order.About a month later (mid November) I tried to reach out to the new manager of the area to inquire when our work was to be completed and what the status of the chimney umbrella would be. I have called and emailed without a response. It is now December 6th, over two (2) months since the work started without any response from the company. As of now, I would like my resolution to be 1. Confirmation and cancelation of the Chimney Umbrella. I will get our own and install.2. Final service bill with removal of the chimney cleaning (sweeping) fee. Service was not complete and will need to be redone and completed by another company around the same cost.

  Business response

  02/15/2023

  It has been a little difficult reaching the customer but we are in contact.  Due to COVID supplier issues we had to outsource the manufacturing of his chimney cap out of ******.  The manufacture is currently building his chimney cap and we have been proceeding in delivering what we promised.  A little patience is needed but things are moving along great and we are keeping customer updated.  We are confused with this complaint and we hope it will be dismissed.

   

  Best Regards,

  *****

  Customer response

  02/15/2023

   
  Complaint: 18535698
  
  I am rejecting this response because:

  The response from the business is inaccurate. Until yesterday (Feb 14, 2023) I have received no attempts by the business to contact myself. I had provided my email, address and phone number at each contact point I made during estimation of the work, multiple attempts to contact the company to schedule the work, as well as the communication attempts listed in the original complaint. At no time had the company made any attempt to send any communication.

  I am attaching the communication I finally received on Feb 14, 2023 from the company's BOM *******************. There has been no communication after my last email sent to him up until this point of receiving an update from the BBB today (Feb 15, 2023). 

  
  Sincerely,
  
  *******************

  Business response

  03/07/2023

  We have been in contact with the customer on multiple occasions via phone and sending emails.  The customer understands that the delay in getting his chimney cap made was a manufacturing delay due to a death.  Work is now completed to his satisfactory and we are now waiting for final payment from customer.  Customer has agreed to remove this complaint and we waiting for him to follow through.

  Customer response

  03/08/2023

   
  Better Business Bureau:
  
  While the interaction with the business wasn't favorable, the communications to resolve the dispute were. We have come to an agreement on the amount owed. I have sent payment in full for the amount we agreed on (confirmation attached) and consider this dispute to be resolved. 
  
  Sincerely,
  
  *******************

• Initial Complaint

  12/06/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Unresolved

  More info

  In mid October 2022 I paid Chimcare a half down payment of $2,150 for a heat shield treatment on our chimney that was to be performed in late November. On November 5th, my sister was diagnosed with colon cancer and needs money for surgery and chemo. I can no longer afford the Chimcare work, and on Nov. 10 emailed *********************** for photos of the chimney 'divots' to send my ***************** in case they would cover costs. He immediately sent them. Then he told me that the amount quoted would now be over $4,000 more (over double original quote) because the chimney cap would need to be cut off and replaced. There is no way I could possibly pay these new amounts - and insurance will not cover it. I called **** on Nov 14, who has always returned calls immediately - telling him to cancel work and give a refund because of a personal emergency. He did not return my call. Nor did anyone else from Chimcare. On the 21st I emailed asking again for a refund, and left another VM. On Nov 23 his email stated 'Accounting is aware of this they will issue the refund. With the holidays its making things little slower thanexpected.' On 11/28 their receptionist ******* told me accounting would call or email about this matter. I received no call or email. Then last Friday, December 2, ******* informed me it could *********** more months (!) to receive the agreed-to-and-promised-refund. On December 3 our original ***** and contractor inspected our chimney and told me the 'divots' in the photos are normal tile reactions to heat; there are no cracks; the chimney is in perfect working order; and there was never any reason for a heat shield whatsoever. And that as a recent widow who lost our first house here in a fire in 2014, I was scared & pushed into an absolutely unneeded procedure by a company who knew my husband is dead and I am petrified of another house fire. Now I am without these funds, have been lied to about the refund, and believe Chimcare has lied about absolutely everything.

  Business response

  12/19/2022

  We have initiated a refund back to her credit card. The refund will show up on our statement within the next 2-7 business days depending on the credit card company.

   

  Best Regards,

  *****

  Customer response

  12/19/2022

   
  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.
  
  Very sincerely, and thank you,
  
  *********************

  Customer response

  01/05/2023

  Hello BBB, You can definitely reopen the original claim, because the company - Chimcare - once again did not follow through on their promise. I never, ever should have considered the case 'closed', and the Better Business Bureau should not have considered it closed either. They did not refund the monies I gave them. They did not 'initiate a refund' as was stated in their response to you on my debit card, because I called our bank and was informed their was no refund pending at all.

  Today is January 5th. There is still no refund pending nor in the works through my bank or my card. They continue to use the same words to both you, and myself, and they do not mean any of them.

  I have not filed any legal action so far.

  Please, help me get the recourse I deserve for work never accomplished, and for fallacies of a refund that has never materialized. This is all I want. They owe me the money, and they've owed it since I was told it would happen over the Thanksgiving holidays...I believe the words, even then, were 'will take place in 2-7 days.'

  Thank you very much, *********************
  

   

  Customer response

  12/27/2023

  Hello BBB, A complaint was filed with the Better Business Bureau with my name, ID #********. On December 19th, ***** at Chimcare informed you that the company 'has initiated a payment' through my credit card and the payment would be received within 2-7 business days. The monies promised have never been paid. Our credit card company has informed me they have never heard from Chimcare about a refund and have no record of a transaction being opened. Please reopen up my BBB complaint or assign a new ID# and send this email to the folks at Chimcare. I have hired a lawyer and if payment is not received by December 30th, 2022, we're taking Chimcare to court, as well as posting very, very, well-written informative posts on Yelp and all other social media platforms. Thank you so much for your time and your help in this matter.

  Desired Resolution: Refund

• Initial Complaint

  11/08/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  After discussing the scope and reviewing a work estimate, I paid a 50% deposit for a chimney re-build and installation of direct-vent exhaust lines at my residence on 8/11/2022. The work was scheduled on 8/17/2022 to be completed the week of 11/7/2022. I later found out I qualified for a credit on this work through the ******************* and that Chimcare is not on their contractor list. After a couple attempts to contact a representative, on 8/24/2022 I was able to reach a Chimcare representative via text to cancel the work and was told, "We cancelled the job and will be sending you refund." On 9/7/2022, I had not received a refund and sent another message via text and was told, "our accountant send them out it can take up to 30 days. I will send her a message to update you." I did not receive any follow-up and emailed Chimcare on 9/28/2022 asking for an update. The same day I received a response stating, "I have sent this over to the accounting department to process the refund. I don't have an estimated date but one of them should be able to give you an estimated date soon. Sorry for the delay."I followed up on 10/11/2022 to check on the status of the refund stating that I had not heard anything since the email on 9/28/2022. The same day I received a response stating, "I have sent this over to accounting and copied them on this email."On 10/19/2022, I received a voicemail from an Accounts Receivable representative stating that my deposit had been returned to the office for processing on 8/23/2022 and was now out of her control and that she was contacting the owner. I followed up on the voicemail with an email on 10/31/2022 thanking them for the update, reminding Chimcare that I had been waiting over two months for my refund, and requesting a response. As of 11/8/2022, I have not received a response to my last email nor my refund and am thereby submitting this complaint and pursuing a refund through transaction dispute with my credit card company.

  Business response

  12/05/2022

  Hello,

  *************************** has initiated her refund from her credit card. This case is closed as there is nothing we can do.

  Best Regards,

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

  Customer response

  12/11/2022

   
  Better Business Bureau:
  

  It is unfortunate that after two months of communication with Chimcare and still no refund received, I needed to contact my credit card company to dispute the down-payment charge and receive a refund. As such, the response made by the business in reference to complaint ID ******** is accurate and accepted by me.

  
  Sincerely,
  
  *************************

• Initial Complaint

  10/26/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I paid $20 trip charge to get an estimate to convert my gas fireplace to wood and to get estimate to inspect and correct problems with my chimney flashing and cap. I received the estimates and advised the sales person that the estimate to install a wood burning fireplace was too expensive and that I could not afford to go into debt for $15,000.00 at this time.I was interested in having the work done around the chimney on my roof line which in the estimate was quoted at $7,687.00. The date of the estimate was 7/14/2022. The company advised that in order to schedule the work a 50% deposit was required. I provided a credit card and $4,028.50 was charged on August 1st I do not have an exact date, but the scheduler called within 30 days to set a date to begin the work. I advised them that I instead wanted to cancel the job and have my deposit refunded to to me. I was advised that they indeed would cancel the order and the process to issue the refund would take about 3 weeks.I waited about a month and contacted the company about having not received the promised refund. I was told that they would look into it and advise. I initiated a dispute with my Credit Card issuer on 9/19/2022 after not receiving any response from the company. At least two times in the interim I called Chimcare to inquire about the status and was advised that by the receptionist that they would email the headquarters in ******** and copy the **** ***** who would contact me and advise of the status of my refund. In all of this time I have never been contacted by the company or an official authorized to issue a refund. Absolutely NO contact by any means.

• Initial Complaint

  10/24/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I contracted and scheduled a job with Chimcare for repair work to the crown and other maintenance work to be performed in April/2022. I paid the down payment promptly. The date for the work to be performed was several months out (Aug 2022) Far enough out that I shopped around to find out if another company could perform the work sooner. When I did, I found one that was willing and able to do the work sooner and at a lower estimate. I canceled the contract with Chimcare in June, and according to the contract I would get my deposit back in full.It is now October 2022. I have contacted the company many time since and have still not gotten my deposit back despite assurances to the contrary by both staff and executive managers. I have not been offered more than apologies for the delay.I can provide documents as necessary.

  Customer response

  10/29/2022

  To whom this may concern. 
  This matter is resolved. 
  The business owner of ******* Home Services sent me a handwritten check for the amount of the deposit.
  Thanks
  *********************
  

  
  

• Initial Complaint

  06/04/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  Contracted in September for extensive chimney work on two chimneys in and out, and conversion of a wood burning fireplace to gas and an older gas fireplace to an updated one. Had another company run gas to the wood burning fireplace. Work was supposed to be done in January. Chimcare eventually said the log sets arrived broken. Did not communicate well. The chimney work was finally done in April. In May, the technician arrived to install the log sets. He said that salesperson had not identified the correct size log sets for the fireplaces. Also discovered they had ordered the wrong style logs for the rooms (switched them). Said they would have to be re-ordered (8 months after initial contracting). Took out old log set so fireplace cant be used. Left debris in fireplace. Also found out the reason the size needed to be smaller was for the remote unit planned to be accessible by remote. However, I never wanted remote units. I wanted wall operated units. No communication has happened since then, and its been 1 month. Ive called a half dozen times and was told each time that *******, who oversees service, will call me immediately to resolve. Hes never called. The company that ran the gas line has had to renew the permit at additional cost because of all of this.

  Business response

  06/23/2022

  We have made several attempts to contact customer and have not had a return phone call nor could we get ahold of anyone.  We than tried email and finally found out the reason why we couldn't get back to customer is there were out of town.  Now that the customer has made contact we are resolving the isssue. 

  Customer response

  07/08/2022

   
  Complaint: 17320403
  
  I am rejecting this response because:
  

  In the early fall of 2021, I contracted with Chimcare for two projects. One project involved exterior rebuilding and repair of chimneys, and the other for readying two chimneys for updated gas log sets and purchase and installation of these log sets. The **** was divided in half, with each project costing half the total. I was required to pay half of the entire project upfront,  before any work was done. When the salesperson (named ****** came to my home to scope the job and negotiate the contract, he gave me a brochure that outlined all the many choices in log sets that were available (there were well over a dozen). He told me that I could choose from most of them, but some may take longer than others to get, because they only had one type always in stock (golden oak). I stated that I did not want that type and would be willing to wait. I also stated that I wanted different log sets in the two fireplaces. He said that would be no problem, but that the work may need to be pushed out until January due to how Covid was impacting the supply chain. I didnt understand why the exterior work needed to be pushed out that far, particularly with the rain heavy in January. He said that they liked to do all the work at the same time. A salesperson named **** followed up with me to order the log sets that I wanted. I ordered an oak set (but not the one they had in stock) for the family room, and a birch set for the living room. He instructed me that for the living room, I could order a set up to 18 inches, and for the family room, I could order a set as large as 24 inches. He explained that it had to do with the sizes of my fireplaces and the requirements for the sets. I chose and he approved, and the sets were ordered. 
  
  The dates for the work to be done in January came. They informed me that they could do the exterior work, but that the interior work was not possible because the log sets had arrived broken and would need to be re-ordered. They then postponed the work at the last minute, due to staff calling out sick. They then told me that they could not even re-schedule that work because other clients took precedent. The exterior work was finally done over a month later, during a lot of rain, after I complained. The job was started and then left, with a flimsy tarp over it. The worker told me that they had started the job to get me to stop complaining, but that he had been instructed to only start it, and move back to a different project and cover it with a ******** was left for several days, over a weekend, in heavy rain. I had been told that the job would be completed. He told me that he really did not feel right about that, because it was unprofessional, but that he had his orders. He suggested that I call to complain again. I did, and was promised by the woman answering the phone that someone would call me back. No one did. He completed that job the following week. 
  
  Over the next several months, communicating with Chimcare to determine when my log sets would arrive and be installed was impossible. I never received a straight answer from **** when he did call back, and most of the time he didnt even return communication. Having contracted in September, I thought I would be able to enjoy my fireplaces over the winter. That did not happen. It was not until May that Chimcare told me they had the log sets in,  and would send a technician to install them. The day in May arrived. The technician came. It became clear quickly that the size of log sets that Chimcares own employees ****** and ****) had said would work, would not. Additionally, they had even ordered the wrong logs for each room). We were now back to the drawing board, with new log sets needing to be ordered. Additionally, the technician informed me that due to the pre-fabricated nature of my fireplace boxes, and the requirements of the remote logsets and censors, I could only choose from 16 inch sets for both fireplaces, and that this would limit my choices. No one followed up to discuss how to remedy this situation, although the technician said they would. No one returned my phone call about it either. In addition, the technician had removed the manual log set that allowed me to use one of the fireplaces manually. He had left debris in the fireplace,  and forgot to take the heavy removed logs with him. A bucket filled with these heavy logs was left on my doorstep. I had to call the company to have them send him back to remove them. He apologized and said he had forgotten. 
  
  Over the next three weeks, I made 6 different attempts to make direct contact with the people at Chimcare. I called the customer service line, and each time spoke to a live person ( a woman). I made it clear that I refused to work with **** and at this point, that I needed to be called back by someone higher up. I explained the entire situation, over, and over again. Each time, she assured me that someone would get back to me by end of day, and she specifically mentioned that it would be either ****, or *******. No one ever attempted to contact me. I had been told this in February as well, and no one called. 
  
  Finally, I had to contact the Better Business Bureau to get them to call me. I filed a complain on 6/4. It still took several weeks before the business called me. I was on vacation that week that they left several messages. When I returned, I spoke with them. First off, they never admitted and took accountability for their own people having made mistakes, which undermined my sense of their integrity. He said he felt bad, but he wouldnt say that it was due to their mistakes. He also made ridiculous excuses for why no one had gotten back to me.  In addition to the many months of unprofessional service and behavior, they showed a lack of integrity. The representative told me that they could install two Golden Oak log sets for me, and schedule it anytime. I told him that I said that I didnt want those log sets, and had made that clear last September, and that I wanted different log sets in each of the fireplaces. I asked some questions about why I had been told that I could have certain sizes by the initial representatives, and later told by the technician something different. He spoke to me in a patronizing, condescending way, a way often used by men with women. I told him that I was angry,  and did not even know if I was willing to work with them at this point. He said that he would look into whether I had any other options than the type of log they always have in stock and get back to me on Monday. He also insulted me, suggesting that I was now not willing to work with them because I simply didnt want to accept the option they could provide, suggesting that I was being entitled, and unreasonable. I said that I may simply want to be let out of the contract at that point. He told me that that might be a possibility, but that they may need to collect more money from me. I said that I had paid for the work that had been done as far as I was concerned, and that I was not paying one cent more. 
  
  He left a message the following Monday telling me I could have the one option he had already given me, and that they could schedule it at any time. 
  
  I am not willing to continue working with this business. Their incompetence, lack of professionalism and integrity, and inability to provide what we contracted around are all factors. I now need to find another company to work with. 
  I will consider this matter resolved, when the BBB has assured that they cannot come after me for more money, and the contract is considered nullified at this point. 
  
  
  Sincerely,
  
  ***********************

  Business response

  08/10/2022

  We have accepted her proposal and will not come after her for anymore money.  We accept and close out this case.

   

  Best regards,

  *****

• Initial Complaint

  01/12/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Our damper was broken during a chimney box rebuild august 31. We were promised a replacement would occur soon. After 1 week I called . Told they needed to order parts and we would hear from them in the next week . We heard from them sept 28. The soonest a technician could come out was November 9 . He informed us that he couldnt replace our damper as the chimney needed to be rebuilt. We approved the estimate on the chimney rebuild on Nov 10 . We scheduled a appointment for the chimney rebuild on November 29 th for Jan 12 th . ( this was all due to a damper they broke...one fireplace had a functioning damper prior to august 31 ) I received emails /Texts the Jan 11 as reminders and then on Jan 12 both telling me the technician was on his way between 8-9. We called multiple times at 11 -12pm because no one showed up

  Business response

  02/10/2022

   The customer had an old and deteriorated damper that broke due to its age which is common with older chimney's.  To rectify the situation we installed a rooftop damper.  They now have a functional and working damper.  This complaint has been resolved.

*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. ↩