Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:04/10/2025

  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.

  This business did not complete agreed upon contracted work up to industry standard. They were contracted to repair the cement cover to a chimney top. There should have been at least 2 inches of concrete used on top of at least 3/4 inch plywood. They actually used 7/6 inch plywood and less than a 1/8 inch of concrete. The concrete was just barely spread to cover the plywood. Definitely not to standards. I have pictures if needed. The business is refusing to return my phone calls to even attempt a resolution.This job was completed on 5/28/2023. Keep in mind it was on the 2nd story of a two story house. Im 63 years old and in no condition to get to the second story to inspect the job. I was forced to go on the installers word.

  Business Response

  Date: 04/20/2025

  To Whom It May Concern,
  
  
  Thank you for the opportunity to address the concerns raised in the referenced complaint.
  
  
  Mr. Pro Services, as it stands today, is under new ownership and management. The business was purchased in 2024 and has since been restructured, rebranded, and incorporated in the State of ******. It is now operated as a service-based, owner-led company, and the current team has no affiliation with the prior ownership, former technicians, or contractual agreements made before the acquisition.
  
  
  The work referenced in the complaint allegedly took place in May 2023prior to our ownership and before the companys official incorporation under its current structure. While we understand and sympathize with the customers frustration, we cannot be held liable for the actions or workmanship of individuals or entities that were operating under a different legal and operational framework.
  
  
  We did attempt to communicate this clearly and respectfully through our customer service channels; however, it appears that our message may not have been received as intended. We sincerely regret the inconvenience this situation has caused the complainant, but must reiterate that we cannot accept responsibility for past work that predates our ownership and operational control.
  
  
  We remain committed to delivering quality workmanship and transparent service moving forward, and we appreciate the opportunity to clarify this matter.
  
  
  Sincerely,
  Mr. Pro Services Management
  

• Initial Complaint

  Date:04/02/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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.

  October 9,2023. $2422 paid to Mr. *** Services via Venmo. He does all his transactions via Venmo to avoid paying taxes. This company doesnt even do its own work, they outsource their work to various un-licensed 3rd party companies such as AR Chimney pros (another company to stay away from!). So, when AR chimney pros showed up I was confused, they told me $2500 and my chimney would be up and running. Well, they did three hours worth of work and in my opinion I could have gone to ********** and bought the cap, crown repair sealer, and fire block and did it myself for $350. If I would have started a fire after they left my house would have burned down! I got a second and third quote (from reputable companies) for $8k to re-line the whole chimney. So, $2500 down the drain. Plus, the quality of work they did was so sub-par. the $250 I was charged for the fire sealant has flaked away from our fireplace, what a waste. They didnt clean the fireplace before hand. What an absolute nightmare.

• Initial Complaint

  Date:10/27/2023

  Type:Product 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.

  Date: Sunday October 22 Cost: $704 Business committed to providing me with chimney cleaning service Dispute:I contacted this company for a quote on cost for a chimney sweep. I was put on their schedule for Sunday. I never received confirmation via email or phone that the appointment was valid/scheduled. They showed up 20 minutes after the time window we agreed upon. Technician performed an inspection and suggested a deep clean (this deep clean was no different than any other standard chimney sweep) and indicated it would cost $15-20 per foot of chimney cleaning. Once the project was completed the bill came out to $704 at $35 per foot (avg cost for chimney sweep is $80-380, not $700). I was never given an invoice or a final itemized bill that I requested at the time of service. I attempted to contact the company to seek a partial refund since the project was standard and the cost was absurd for the time and task done. I contacted them via voicemail and email with no response over a 4 day period (I reached out at least once per day). Once I was able to get ahold of the front office the lady I spoke with said she sent my claim to their finance office a few days ago and wasnt sure when I would hear back from them. She also said that there wasnt a way for me to contact them directly via email or by phone. Summary:Lack of transparency with cost of service before and after service was provided. No option for financing provided or stated. No communication confirming appointment. Late to 4 hour appointment window. Basic chimney clean but charged as deep clean.No communication post service to have discussion about cost and/or partial refund for the service provided. Blatant avoidance of me and my concerns about this service and what was paid for. Was never given a final itemized bill.

  Business Response

  Date: 11/07/2023

  To whom it may concern,
  
  On October 16th, 2023, an appointment was scheduled for ***************************** to undergo a chimney inspection. We provide this inspection at no cost to our customers, allowing us to assess the required work before charging, a practice that sets us apart from other companies.
  
  The appointment was booked for Sunday, October 22nd, with a two-hour arrival window between 2:00 PM and 4:00 PM, as is customary for all our appointments. Our standard procedure involves notifying customers ***** minutes before **************'s arrival.
  
  Following the inspection of the chimney and fireplace, ************** informed ************** that the service would cost $704. ************** agreed to this pricing, completed the payment, and signed the invoice. However, a few minutes after the technician's departure, ************** began calling our office daily, requesting a discount, despite having previously agreed to the price.
  
  After a thorough review of the pricing and the fact that the initial inspection was complimentary, we found that the price was fair for the services rendered. Despite this, in an effort to satisfy the customer, we decided to provide a $190 discount. We promptly processed a Zelle transfer, and ************** confirmed his satisfaction with this arrangement.
  
  The next day, ************** called once more, this time requesting a full refund. It is important to note that he had agreed to the $190 refund the previous day, and we have documented evidence of this agreement, including a transaction number for the partial refund.
  
  At Mr. *** Services, we go above and beyond to ensure customer satisfaction. We value our work and our customers deeply. If there are any concerns about the service quality or if ************** believes the technician did not meet his expectations, we are more than willing to send the technician back for a reevaluation.
  
  However, regarding additional reimbursements, ************** has already received the agreed-upon partial refund, and the service was provided as requested. We sincerely appreciate your understanding.
  
  Thank you for choosing Mr. *** Services.
  
  Sincerely,
  ***
  Mr. *** Services

  Customer Answer

  Date: 11/07/2023

   
  Complaint: 20792587
  
  I am rejecting this response because:

  A majority of the statement given by the business is false. Again, I was never given an estimate of price until after the service was already completed.  Yes, I received a partial refund because that is all they would give back and this was done after 4 days of me attempting to contact this company with no response.  I agreed to the partial refund but sought a full refund prior to the partial refund given and this business should have time stamped evidence of the voicemail left requesting a full refund prior to receiving the partial refund. This business also indicates that it goes above and beyond in their customer satisfaction. How blatant of a lie is this if they cant return a phone call or email to an obviously frustrated and dissatisfied customer?  There is also no fairness to their price if 1.) They arent transparent about cost up front (which they werent throughout any part of this process) and 2.) the cost of their service with a complimentary inspection is still 2-4x more than ANY other chimney service in this state and, AGAIN, without any prior transparency of price. How on earth is it possible to claim what theyre stating with any sense of trueness or sincerity towards customer satisfaction? 

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

  Customer Answer

  Date: 11/07/2023

  They also did not address the fact that the technician was late to the designated 2-hour window that we agreed upon by ***** minutes. 

• Initial Complaint

  Date:01/04/2023

  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.

  Called them on Thursday, Dec. 8, for an estimate on a chimney, sweeping job, for a two-story home with a chimney that was seldom used. Over the phone, I was quoted between $85 and $225.When the technician arrived, three hours late, on Sunday, December 11, he did a five minute inspection and said the cost would be $435. I told him that was too high and I couldnt pay it. Either during his inspection, or after I told him we couldnt afford their service, he left an opening in our chimney cap, which I had warned him about, resulting in a bird getting into our chimney and trapped in our fireplace flue.I called this morning (Dec. 14) at 10 AM and spoke to *******, the same person who offered me the quote last Friday. She said she would get someone out quickly to remove the animal and repair the cap. Three hours later, I called back to see if there was any progress, and she said that her manager had not returned her call yet, but that she would get right back to me. Two and a half hours after that (3:30), I called back again, and they will not answer the phone, even though their hours of business state that they are open until 6 PM.

  Business Response

  Date: 01/14/2023

  On December 11th, ************** **** was sent out for a free chimney inspection at the house of ************************** 

  ************** arrived at 11:15am and started inspecting the chimney. During this time of the year, our company offers a free chimney inspection compared to other companies that charge for an inspection anywhere between $200-350 in order to make sure that their chimney is safe to use during the winter. 

  In an inspection, ************** checks the level of creosote inside the fireplace from inside the house and then goes up to the roof to check if there are any noticeable cracks, or if a cap is missing. Our protocol is not to take anything apart or touch anything unless we have an approved and signed estimate from our client to avoid situations like this. 

  The findings of ************** were that the chimney is in good shape, but needs to be cleaned because it hasn't been cleaned for several years and therefore explained to ****************** that a deep cleaning is necessary. The findings were a level 1 creosote in the chimney(out of 3) and after would be deep cleaned, next year can perform an annual cleaning for $89. 

  ****************** explained to **** ************** that this is too expensive for him and **** understood and left. 

  In addition, as you can see in the attached picture, ****************** doesn't have a regular chimney cap, he has a chimney shroud and it is attached really strong to the chimney and is very heavy to lift, especially for one person. Our office has explained to ****************** after speaking to the technician that he didn't lift the chimney shroud and therefore the bird that got into his chimney has nothing to do with the free inspection he received. 

  There was no work done by our company besides looking at the chimney and advising to ****************** what should be performed. In addition, when he explained was too expensive the technician understood, and continued to the next customer.

  As our reviews online state, we have a big amount of customers and we don't insist for anyone to do a service and there is no reason for a technician to take a part a piece of the chimney during a free chimney inspection.

  We are sorry that our customer service receptionist didn't follow back instantly with ****************** but that was the only mistake done. 

  We hope everything worked our for ****************** and that he had his chimney serviced with a different company as it is important to maintain the health condition of the fireplace and chimney to avoid any issues.

  Thank you,

  Mr. Pro Services