Complaints

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• Initial Complaint

  Date:04/01/2023

  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.

  I had a $6500 job completed By this company in September. The invoice was to replace the top five rows of brick and put a cap on. A few weeks ago there were some strong winds and they were damage to the chimney. A contractor got up there and took extensive pictures of the chimney where it was very apparent that the brick did not bond with the mortar. The entire top row peeled off cleanly and it took the cap with it. You can see in the pictures very clearly where every brick set because none of that mortar came off with the brick. I called the company and ask them what they could do to work with me on this as I just had a large repair done 6 months ago and this is the fourth time this cap has come off since they originally put one on. The woman i spoke to immediately had an attitude and challenged whether or not the person was a masonry expert before she'd even looked at the photos or reviewed the issue. This is a big indicator of the quality of the company when they immediately say they couldn't have done something wrong before they even looked at the issue. I asked her to review the picture she said she would get with her team and get back with me. Another man who was referred to by the company as a technician called me and said there was nothing they can do. I got upset and challenged it because It is very obvious in the problem is in fact it's embarrassing. He said he never said he wouldn't work something out with me and he would look at the pictures and give me a call back the next day to let me know what he could do. He then refused to take my call. Apparently they said that he would call back and he never did. I tried to call today no one answered and then I got a very nasty call back from the woman who now says she's the owner and he is the apparent co-owner and they are refusing to do anything to rectify it. She lied and said he never offered to work something out with me .Then hung up on me because that's how proper businesses behave. This company is a sham

  Business Response

  Date: 04/24/2023

  Due to the strong 70mph wind storm we experienced in the Louisville area, it appears the chimney cap has suffered damage. Unfortunately we do not cover wind damage to chimney caps. Many people suffered damage to their homes during these storms. This is something that is out of our control. We are very sorry that the storm caused damage to your chimney cap. The customer contacted her insurance company to cover the damage and then asked us to cover it under warranty. We don't have a warranty for storm damage. 

  Customer Answer

  Date: 04/25/2023

   
  
  Complaint: ********
  
  
  
  I am rejecting this response because: a specialist looked at the damage and pictured and indicated there is a moisture issue with the mortar. All I asked for was to work with me on the repair. I was told by one "owner" they would then another "owner" was very rude, refused and hung up on me. Pictures clearly show that mortar did not bond with the brick.
  
  
  
  Sincerely,
  
  
  ***** *********