ComplaintsforOlde Town Chimney Sweeps

• Initial Complaint

  09/21/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I contracted with this company to simply clean two pellet stoves. During the process of cleaning one of the technicians broke a part., they pointed this out to me and stated they did not have the park with them and would be returning within a few days that was the first week of July. I contacted the business again in August, and was assured that the owner would be coming out to assess the damage several weeks after that he arrived to acknowledge that the employee had moved on, and personally assured me that it would be repaired by the end of the week that was five weeks ago. I have both called and left text messages for the past three weeks. None of which were responded to. I'm reaching out to better business to see if this can be resolved either through a fix or return of my *****

  Business response

  09/28/2023

  Hello,

         We went out originally to the clients house with two of our techs to clean x2 pellet inserts.   When doing so my techs were a little confused on how this install was done and also how to service it.  The current install has not been finished but whoever installed it probable cause they can not figure out how to make it serviceable.  So my techs removed the pipe properly and cleaned out the venting system and unit.  They did not feel comfortable hooking the pipe back together for two reasons.  The first reason is that its framed in with wood and pretty much impossible to connect it properly as it sits.  And the second reason is they did not feel its safe.  One of the techs there stopped working for me after this job was done so communication was delayed.  Once I (**** ********) caught wind of the situation I called the client.  We scheduled an appointment and I went out there.  Upon arrival I learned that indeed this is a difficult issue due to the way its installed.  We did come up with a solution after contacting the manufacture and finding out some important detail.  We also came up with a way that we could make the fireplace look like its finished properly but also have it so that its serviceable.  Me and the client agreed once the due diligence was done that a quote would be provided.  About10 days or so later a quote was sent.  The client wanted the proposal broke down even more than it already was.  I relied the response from him during a 10 day cruise and thought my reply went through.  I happened to pick up covid on the boat and got sick from the end of the cruise until about 8 days after we were back.  The next thing I know I am reading post on my *********  The client has made several post degrading and talking badly about my company.  We have done nothing but good work for 40 years and have a great name around town.  I told the client that we would hook it all back up or refund his money.  But since the *** was involved we would have to wait and take the appropriate steps.  I am surprised he never reached out to me directly through text being that we had a texting relationship before my cruise.  Either way we want him to be satisfied but do not want the slander or the online convo to remain.  We have no problem with either solution but we want our wishes granted also in which he said he would do online.  I can provide texting conversations, estimates and all the online activity if need be.  Please call or text **** ************ with what you want me to do or need from us.  Thanks

  Customer response

  10/04/2023

  
  Complaint: ********
  
  I am rejecting this response because:  Olde Towne once again has been offer to make this right, please see my attached documents inviting him to make it right and how it had been ignored for the last 3+ months. After his child-like comments of “it wasn’t my fault” but the customers, I once again reached out and offered him a solution, that I did not want him or his firm touching aka breaking my stoves and to simply refund my money for the damages to my stove which another, more qualified firm did for **** vs. the ******s requested by Old Towne. He has my ***** account info and I’d like to get my refund per his offer. Social media has been behind me for passing on the truth about how I have been treated. 
  
  Sincerely,
  
  ***** ********

  Business response

  10/04/2023

  Hello,

        I am not sure why it had to go this route.  We have offered to give the money back.  I knew nothing from after sending the estimate and the next thing i knew I was being attacked online with threats of *** and **** coming after me.  I asked for the client to contact me (**** ********) to settle this matter multiple times online and stated online and through *** that the money can be refunded but the client choses to attack and attempt to discredit my small business online instead as some type of publicity stunt.  We have tried

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