ComplaintsforBlack Goose Chimney Sweep, Inc.

• Initial Complaint

  06/22/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I own a single-family home in ****** **** (******* ******) **. I built this house in 2008 and over the years I have hired Black Goose Chimney Sweep several times to scour and clean out my woodburning stove and its chimney, paying special attention to removing all creosote. Prior to this event, they've always done a good, thorough job. On May 16, 2023 I hired them to again do this work. I was present during all of the work and I was surprised that they only seemed to use a heavy-duty vacuum but not a wire scouring brush for the chimney. Also, unlike in past years, no one went up onto my roof to inspect the chimney condition up there, especially bolts and other fasteners. It was a three-man crew and they were at my house for about 45 minutes. They were polite and cleaned up well after themselves, which I appreciated. But I was shocked when they suddenly left, leaving an important part of this unfinished. I called the ******* office several times, and then on June 8, 2023 I sent the attached email letter. After no response I again called the office (twice) but was always told he was out. I want Black Goose Chimney to complete this job as they have in years past.

  

  Business response

  06/30/2023

  Upon receival of an email complaint from **** ****** to the head of operations, on June 8th 2 separate phone calls were placed to her from Head of Operations, both calls rang twice and went to voicemail. Additionally, a call was placed to our office by Mrs. ****** on June 12th at 9:10 am to confirm that the Head of Operations did receive her email. The Head of Operations was available to speak on the phone, but she declined to talk to him. The Head of Operations has reached out on June 22nd at 5:49 pm in an attempt to explain Black Goose’s position and to navigate a resolution. Below is a list of potential conflicts involved:Miss ******* email mentions ”I was present during their entire session and they did not actually clean the stove and chimney-they merely swept and vacuumed them”      -SOP according to the line-item inspection & sweeps: Sweep is to perform a sweep of the venting system and a Level 1 inspection. BG does not ever use the term “clean” which provides a connotation that the system will be spotless. Attaining perfection is an impossibility, however in using the highest current industry standards and most effective sweeping methods, the best result is attainable.**** ****** also included “the chimney was not scoured to remove any creosote build up in the 3 years since its last cleanout by your company.”      -NFPA 211, which is the national standard for operations and service for solid fuel appliances in the home, states a requirement for an annual inspection, with no exceptions. It is the customer’s responsibility to schedule a servicing appointment annually.Also included was “no one went up on the roof to inspect the entire chimney, especially the very top which is often subjected to high winds.”     -As defined in chapter 15 in the NFPA 211, the scope of a level 1 inspection includes readily accessible areas of the chimney, structure, and flue; lack of obstruction or combustibles in flue; basic appliance installation and connection. No specialty tools are required for the purpose of a level 1 inspection including ladders, manlifts, winches, etc. Lastly **** included “I am very disappointed in this poor scope of service for nearly $300 (see attached invoice), and I remain worried about whether this stove is safe for another heating season. ******* ****** did send me an estimate for a new Regency F1500 stove, but due to medical bills I cannot spend $6000 right now.  Would you please send someone back here to scour and inspect the entire chimney?” Followed by her phone number for contact purposes.      -In the inspection report drafted by the technician on site on May 16th, 2023, the technician expressed several concerns with the existing installation including lack of proper clearance to combustibles in front of the appliance, charring marks beneath hardy backer board placed by customer as a temporary fix for an also documented deteriorating hearth beneath the appliance. The technician also expressed concerns over large amounts of rust and metal fatigue on the inside of the appliance. The technician went on to recommend in writing replacing the existing appliance and stove pipe as well as address floor protection issues.      -Recommendation by a technician to address clearance issues, failing appliances or failing connector pipes provides ample answer to the question of “whether this stove is safe for another heating season” additionally Black Goose does not classify or label any installation as “safe” or “unsafe”, we may only identify, document, and express if an installation is/is not code compliant or completed per manufacturers specifications. To imply that an installation is “safe” or “unsafe” would also imply that Black Goose or the technician on site could also confirm with absolute certainty the method, frequency, and intention of use or abuse on any existing installation.Black Goose would like to extend to Mrs. Divine our deepest apologies for her dissatisfaction as well as failure to confirm the customers’ comprehension of the sweep, inspection process, and recommendations made. Black Goose strongly suggests that the existing installation be corrected before being used any further.   Black Goose is willing to discuss all possible resolutions, as well as payment plans on recommended repairs/installations. 

  Customer response

  07/05/2023

  I have reviewed the response offer 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. I do not accept the response by Black Goose Chimney Sweep to my email to them dated 6/22/2023, in which I asked them to "finish the job." Their claim that their several attempts to phone me "went to [my] voicemail" is simply false. Now, however, I do not wish to discuss this by phone because there would be no record of what transpired. I wanted them respond in writing to my email so there will be a record. The gist of their response to you, the BBB, is that I hired them to "sweep" my stove and chimney, which is apparently different from "scouring" it and inspecting the rooftop elements. Apparently using a ladder and creosote scouring implements is now a larger scope of work than I allegedly asked for. I did not know this and none of the technicians told me this. The last time I hired that company there was no such distinction: my wood stove and chimney were scoured and swept for one price. My unit must still be properly cleaned, but now I will hire someone else to do it. I therefore ask that Black Goose refund my $296.65 payment which I will use to get this job properly done.**** ********** ********* ********** ***** ** *****

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