Complaints

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• Initial Complaint

  Date:16/08/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Santa's Chimney Service was supposed to fully repoint my chimney and install a new crown with rain caps. Not only do I believe they failed to properly complete the job, they also caused damage while doing the work and refused to fix it. I have been discussing it with them for two months now and throughout those discussions they have been **********, ************ and *********. I am now requesting your help as we clearly need a third party's opinion. I would like a refund for the $2600 I have already paid, the contract to be cancelled, as well as compensation for the damages they caused. Further details are attached in the request I sent them to cancel the contract which they denied.

  

  Business Response

  Date: 26/08/2023

  This matter is going to be before the court. 

  Mr. ***** is pushing me to cancel his contract. We are not doing that. We performed all work proposed in our contract. He owes us that money.  Mr. ***** has had months to pay me and sort out this flexible liner ordeal, which is a separate matter not within the body of our contract. Mr. ***** also gave me permission to work on the aforementioned liner. I have offered every solution to this problem. He has refused to cooperate all along, as my texts and emails will prove. Mr. ***** talked to my apprentice 2 days ago and said there is nothing wrong with the chimney. My apprentice has an impeccable reputation and is also WETT certified. He is prepared to testify for me. 

  Customer Answer

  Date: 05/09/2023

  
  
  Complaint: 20474933
  
  
  
  I am rejecting this response because: At no point do they respond to or refute any of the actual details in my complaint. 

  Unfortunately, this is indicative of the
  communication I have received so far from this business.  Here
  is my response to what little they did state:
    1. As per my complaint, I do not agree that you
  performed all work proposed in the contract.  Details have already been
  provided as to why and are attached within this complaint.
    2. The “liner ordeal”, otherwise known as the damage
  caused by this business, is related to the work within the contract, as already
  described.
    3. I did not “give permission”; it was part of the
  contracted work, as already described.
    4. They have not offered “every solution to the
  problem”. 
      - They repeatedly misled us about their ability/certification to perform the work necessary to fix the issue. Even after I provided proof this was not true.
      - Given they continue to deny responsibility for the damage they caused, how can they also claim to offer every solution possible and accuse me of not cooperating?
      - I too can provide text and email history, which
  actually supports the information in my complaint.
    6. I do not understand their accusation that I talked
  to their apprentice.
      - Why would I call their apprentice? Furthermore, why
  would I tell them nothing is wrong with the chimney?
      - Are we to assume that they are
  suggesting I called their apprentice to tell them that nothing was wrong with
  my chimney? And that this is somehow proof that they completed the
  contracted work?
      - Can they provide details of the person they claim I talked to?
  

  This company has been ********** in my
  communications with them so many times, including within this complaint
  process, that I have lost all faith in them and their work.  This, as well as the concerns
  previously raised, is why I am requesting that the contract be cancelled, and
  my deposit refunded.  I will take up the issue of damages within the ***** *********** Tribunal process.

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