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Business Profile

Chimney Repair

Brian's Chimney Service

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Chimney Repair.

Complaints

Customer Complaints Summary

  • 2 total complaints in the last 3 years.
  • 1 complaint closed in the last 12 months.

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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.

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  • Initial Complaint

    Date:01/21/2025

    Type:Order Issues
    Status:
    Answered
    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.
    On October 27, 2024, I got a quote/ written estimate for work on my wood stove. (see attached document)

    On November 14th, Brian's chimney service came to do the work. They were late by a couple of hours, so I had to go to work before they finished and I paid them the full price for their job.

    On November 17th, I went to check on the work they had done. I noticed the new column they installed did not have the top mount damper in it. I texted with Brian Jr and in the end he said that he didn't know why it wasn't installed and I really didn't need this piece anyway. Then he offered to come back and put the damper back in place.
    I said I would like to have him come and put it in and sent him a screen shot of the estimate that included the damper installation.

    He said he would come on Saturday November 23rd.
    He was a no call/ no show.
    He gave the excuse that he was sick, his mom was sick, etc...

    I gave him some time to get over his illness, once on a Saturday he asked if I was available that afternoon, but I had to work that day.

    I kept calling the office, and the office kept referring me to Brian Jr. because he had the schedule.
    He would call me back, and he would say he would have look at his calendar to see when he could come, then he would not call me/ text me back.

    Finally, we agreed to Saturday the 11th.

    On January 11th, he was not at my house by the appointed time 10-1030am.
    After repeated calls/ texts, he came to put the damper in at 320pm.
    He installed it incorrectly, tried to pass it off as it was ok, showing me how it kind of worked.
    Then he said that he didn't know how to install it correctly and that he would have to come back with another person.
    He said he had to go on an emergency call and promised to get back to me on a time when he could come back.

    I am still waiting to hear back about a time he can come.

    I would like to request that Brian Sr, or another technician who knows how to install a damper come to fix my damper.

    Business Response

    Date: 02/20/2025

    **********



    ****** ******** ******* ****
    *** ******* ********** ******* ********** **********
    ** ****** ****
    ********* **   *****

    ********* *** **************

        *** ****** ****************
        *** ******* ***
        *********** **   *****

    **** *** ******* **********

    Hello.  Hope your week is going nicely.  I have emailed the response to the complaint via this email account on February 13, 2025.  I did not use the link you directed me to use unfortunately, so that is the most probable reason you did not receive my reply correspondence.  The customer name and ID code you've assigned to this case are: Ref: **************, ****** *******-Customer, *** ******* *** *********** ** *****.  Please reply back to this email or call me at our office via 860-643-9027 if any questions need to be answered.

    My sincerest apologies and looking forward to resolving this issue promptly through your agency and with *** *******.

    Thank you.

     

    Sincerely

     

    Brian L. S****

    Owner / Chimney Specialist 

     

     

Brian's Chimney Service is NOT a BBB Accredited Business.

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