ComplaintsforWooden Sun, Inc.

• Initial Complaint

  11/08/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I hired Wooden Sun to clean my chimney. On 9/14/2022, they came to my house. They refused to clean my chimney. Instead, they tried to sell me $13,000 worth of new work. Then, they sent me a bill for the chimney cleaning they did NOT perform. I requested a service from them. They provided no service. Therefore, there should be no payment.

  

  Business response

  11/16/2022

  Good Morning,

   

  **************** contacted us for a chimney sweep on 8.31.22 and the service was scheduled on 9.14.22. When out techs got there, they found that the unit was not properly installed, thus, not up to code. We did not charge his for a level II chimney sweep and inspection, because we did not do that service. Instead, we charged him for a service call and our techs got all the information needed to bring this installation up to code so it is no longer a fire hazard. Please note that we charge $309 for the chimney sweep service and a service call is $165 for the 1st 30 minutes and $165 every hour thereafter, billed in 15-minute increments. Our prices are on our website, and we verbally tell customers. Our techs were out there for a little over 30 minutes getting information and he was only charge for 30 minutes. Here are the techs notes:

   

  ***************************** - Sep 14, 2022 1:02 PM

   

  Slammer. Photo of manufacturer info taken. Maybe there's a chance we can find a liner for it, but it's an old stove so probably not.

   

  A slammer is when an insert or a stove Is pushed into the fireplace without any liner or pipe coming out of the top. This kind of installation produces heavy deposits of third-degree creosote on and around the insert, which can easily ignite and cause damage to the insert and chimney, or even start a house fire.

   

  Please see attached copy of the invoice that we sent him. The ballpark prices that are listed are ONLY ballparks. Every situation is different. What is listed are two different options because there is a likely chance that we wont be able to find a liner for his current unit. His other option is getting a new insert that would be lined.

   

  I tried to explain this to ****************, and he told me he was well aware that his unit was not up to code and that he didnt care. He was just upset that we refused to clean his unit and chimney. Please see attachment for email exchange.

   

  Our number one goal is to keep our customers safe. Fire in a home is no joke. We aim to perform the best practices in the industry.

   

  Please let me know if you have any further questions.

   

  Warm Regards,

   

   

  	******************* Company Manager WoodenSun.com P.O.Box 1005 ***************, ** 22902 Office ************ Fax **************
  ****** thewarmth...

  Customer response

  11/16/2022

  Better Business Bureau:
  
  I have reviewed the offer and/or response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  The only acceptable resolution would be for Wooden Sun to remove these fraudulent charges. I requested a service. They refused to perform that service. Therefore there should be no expected payment. It is as simple as that.

  Furthermore, I scheduled this service with them on a day that I knew someone would be at my house. Now, I will now have to take off work to meet someone else that I hire to actually clean my chimney. And yes, someone else will do it as I have had other companies clean it before. They too have pointed out that my chimney is not up to 2022 code standards. However, they still clean my chimney, because that is what I hired them to do. Unlike Wooden Sun, who refused to clean my chimney and still charged me anyways.

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

  
  

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