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:10/30/2023

  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 ultimate chimney sweep to have my wood burning stove and chimney cleaned(10/30/2023.Technician came at 12pm and ran brushes thru the chimney. Gave me the bill and stated I now needed to get the creosote removed and it would be an additional cost of $289. No one ever mentioned a second process I requested my chimney be cleaned and was not told anything different. MY CHIMNEY IS NOT CLEANED OR SAFE.

  

  Business Response

  Date: 11/08/2023

  Hi *******,

  We are sorry you were unhappy with our service. A standard cleaning is completed with a brush and vacuum. We have stated on our website multiple times (I have attached a screengrab) that prices will increase and/or change if there is shiney black present in the chimney. Shiney black is extremely dangerous and takes more time and tools to remove. Unfortunately, we will not be issuing a full refund as it is clearly stated in our policies, and they are two separate services. We think a fair resolution would be refunding half the amount you paid, as a cleaning was completed at your property. We will be sending a check to refund half of the amount you paid as a courtesy.

   

  Customer Answer

  Date: 11/09/2023

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  [You must provide details of why you are not satisfied with this resolution.  If you do not enter a reason for your rejection, your complaint will be closed as Answered.]
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  *******