ComplaintsforPatriot Chimneys, LLC

• Initial Complaint

  10/27/2021

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  In January of 2020, we used Patriot Chimney to repair our fireplace. Most dealings and conversation and the ultimate agreement was done with my dad, whom is also the landlord. We were quoted replacement of the chimney from the roof up with the exception of the cap since it was in good condition was the exact verbiage used to the tune of $2,500 with a life time warranty. This leaves me to believe that the framing, siding, metal pipes and all that fun stuff that is visible from the roof up, was the be replaced. Install was quick and we thought we were good to go. Fast forward to October 2020. We noticed the fireplace was leaking water during rain storms with strong winds from a certain direction. Not inside the fireplace itself. But between the metal and the brick. We contacted ***** and he was quick to come look at it but stated the cap now needed to be replaced. The cap we were told was in good condition until it was uninstalled and reinstalled by his company. We were given another quote for $650 to replace the cap. Ultimately, we did not follow through with this as we only noticed it leaking a handful of times after. A perfect storm kind of situation. Fast forward again to today. 10/26/2022. I have a chimney sweep come out from a different company. Before the gentleman gets to work, he does a quick inspection. And boy does he notice a lot. I have attached some pictures that he provided. Some of the wood was not properly sealed and caulk was already cracking. He deemed my chimney non functional with LOADS of nesting material between the 2nd and outer liner, so packed in there that he cannot properly clean it. I ask, well how could that be? I was told my chimney was replaced from the roof line up, except for the cap? He then tells me with the type of chimney I had, replacing the metal piping would have been impossible. He also found my water leaking problem. It seems ***************** have forgotten to s**** down half my cap.

  Business response

  11/07/2021

  The customer is actually *****************. The person filing the complaint was not present during the conversation with her father and I so she has no idea what was actually said by both parties. Me **** called us because he had a hole the size of a football in his chimney siding. He has siding that was water damaged and a raccoon has ripped large pieces off to nest in the attic. At his request I sealed the hole that day free of charge due to incoming rain. I have supporting pictures and invoices to attach if able. 
  I explained to *********** that the chimneys exterior siding needed to be completely redone including the replacement of the chimney cap. It was in poor condition and again, I have pictures of this. On Jan 21, 2020 ***************** signed an approved an estimate for the following,

  $700-Trim
  $1100-Siding
  $150-Caulk and Seal
  $250-Paint
  $350-Demo and Haul Off

  The chimney cap was declined to be replaced his total **** was only $2320 plus tax because I gave him a $300 veterans discount. At NO point was the customer told there was a lifetime warranty on any wood products. An NO time was the customer told we were replacing major functional components of the fireplace(flue sections). And at NO point in the removal of all materials did we see any nesting material. If we had seen any we would have alerted the customer immediately like we routinely do. Birds dont need much time to build nests in chimneys. ***************** paid his invoice upon completion of work as he was satisfied with our work. The only product Patriot Chimneys sells that carry as a Lifetime Guarantee worm workmanship defects is our custom chimney caps. The customer clearly got confused about this and was frustrated when his chimney leaked because of the chimney cap. I proved this by tarring off the chimney cap only and the leak stopped during the next rain. The siding, trim, seal and paint work we did had a 12 month warranty that expired Jan 21, 2021. Patriot Chimneys has an excellent track record and we are extremely competitive in the ***************** area on our pricing. Mr **** daughter never called us or attempted to notify us of any issues she had with our services. We found out via a 1 star review on ****** and a barrage of negative comments and inaccurate claims on Facebook. 

  Customer response

  11/08/2021

  Complaint: 16064768
  
  I am rejecting this response because:

  After another party properly secured my cap, my fireplace is no longer leaking. This man took advantage of my elderly father and left us with a fire hazard in which we are now are going to have to dish out more money to PROPERLY repair the chimney and 30+ years of nesting build up that is so packed in there that anyone who went above and beyond for their company would have noticed. Calling ***** to resolve the issue is not an option as he has left our past messages on ignore from my mother, my father AND my husband but leaving a review finally got his attention. In pictures provided on his ******** response, he was very proud to show other customers that he took great care of but I'm guessing we did not fall into that category since we were just a simple "patch job". But regardless, my families safety is just as important as his family and his other customers family. I have worked for small business for 10+ years and what I have noticed is that ***** has an inability to just admit that he was in the wrong which guess what, sometimes you just have to do that when you take on the responsibility of running a business. There has been zero accountability. But at the end of the day, I'm having to spend more money to get my chimney functional. I think a partial refund would be a suitable way to remedy this situation since I will now have to find and pay someone else substantially more then I paid you to get my fireplace functional. 

  Regards,
  
  *******************

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