Complaints

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• Initial Complaint

  Date:01/29/2025

  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.

  5 Star Chimney partially rebuilt our chimney on 10/22/2024; the cost was $5,400. I alerted 5 Star to concerns I had about the quality of the work on 11/12/2024; my bill was subsequently reduced. On the night of 12/10/2024, it rained and water came into the northwest bedroom through the ceiling light fixture. In the morning, I saw that the shingles to the ridge roof vent were not attached. I called ****** ********* ** ** ********** ************ ***. because his company installed a new roof in 2021. Mr. ********* came the next day and went on the roof to inspect the damage and took photos which show that the chimney repair was done in a way that damaged the roof and created the conditions for the 12/10/2024 ceiling leak and potential future leaks, including: Evidence of walking on the two ridge roof vents, which loosened and cracked the shingles, creating cracks and holes Debris thrown on the roof, including bricks and sections of mortar, which will breakdown the shingle material Additionally, the photos demonstrate that the chimney itself was not constructed properly which will lead to subsequent leaks and/or water inside the chimney and flashing not sufficiently adhered and bands of mortar wider than standard practice. The chimney now needs to be replaced again. Mr. ********* repaired the ridge roof vent and temporarily sealed cracked and damaged shingles. The above report, attached documents and photos demonstrate that 5 Star Chimney performed an unacceptable job on the chimney and in the process damaged the roof, thereby voiding ** *********** warranty and requiring further repair. On 12/11/24, I called 5 Star Chimney to notify them about the leak and the damaged roof. The female manager with whom I spoke at 5 Star repeatedly interrupted me then hung up abruptly before our conversation was over. I filed an insurance claim with the company listed on the insurance binder, but the claim was denied: the insurance company said the policy expired in 2017.

  Business Response

  Date: 01/29/2025

  At 5 Star Chimney, we take great pride in our work and stand behind the quality of our craftsmanship. However, we strongly disagree with the claims made in this complaint, as the issues described are unrelated to the chimney repairs we performed.
  

  The customer states that a leak occurred nearly two months after our work was completed, yet no prior issues were reported during that time. Additionally, they did not contact us in a timely manner to inspect or address the situation before hiring another contractor, which voided any warranty coverage we offer. Our company policy is to always honor our warranties when given the opportunity to assess and address any concerns directly. Unfortunately, the customer failed to do so.
  
  
  The claim that our work caused damage to the roof is completely unsubstantiated. There is no evidence that our team improperly handled materials, walked on ridge vents in a way that caused damage, or otherwise compromised the integrity of the roof. It is important to note that the roof in question was installed in 2021, and any pre-existing issues or defects from that installation should not be attributed to our chimney repair. Additionally, if debris was present on the roof, standard post-project cleanup procedures could have addressed this had we been contacted.
  
  It is concerning that the customer is attempting to use our company to resolve unrelated roof issues. Furthermore, the claim regarding our insurance is misleading the customers claim was denied due to their own misunderstanding of coverage, not because of any lapse on our part.
  
  We are a company with a strong track record of professionalism and integrity. We encourage open communication and a fair resolution process but cannot take responsibility for issues unrelated to our work. We regret that the customer did not give us the opportunity to assess the situation before making these unfounded accusations.
  
  
  Sincerely,
  5 Star Chimney Service
  

  
  

  Customer Answer

  Date: 04/09/2025

   

  5 Star Chimney Services message above is inaccurate and incomplete, similar to the work they performed on our house:

   

   The customer states that a leak occurred nearly two months after our work was completed, yet no prior issues were reported during that time. (5 Star Chimney)

   

   I spoke with Ms. **** ****** a few weeks after the October 22, 2024 job. I was reviewing the bill and realized I was charged for the lead flashing and a complete rebuild of the chimney when I was informed during the job that the lower half of the chimney and the flashing was not going to be replaced. I questioned the change in the work order and was told the bottom half of the chimney was fine and that I should trust them. Instead of following the work order with lead flashing, the bottom half of the chimney was coated with Rubber Karnack cement.  Only after my phone call with Ms. ****** was the bill reduced by $600.00.

   

   I also expressed to Ms. ****** that I was still unhappy with the damage to the lawn and the lack of interest by the workers to clean-up.  The workers had thrown bricks and mortar off the ridge roof onto the lawn with no tarp or protection on the ground.  The grass was torn up and holes in the ground were made.  The workers did not thoroughly clean up the debris until I asked them. 

   

   Additionally, they did not contact us in a timely manner to inspect or address the situation before hiring another contractor, which voided any warranty coverage we offer. (5 Star Chimney)

   

   On December 10, 2024 our roof leaked under the ridge roof due to shingles that were no longer fastened.  As a homeowner, when there is a leak in the ceiling, it is logical to call the roofer who last replaced it (not the chimney service).  The roofer observed that there were footsteps on the ridge roof vent which loosened the shingles and made them vulnerable to the rain and wind.  The roofer informed us that ridge roofs are not to be walked on. As stated above, I observed the workers throwing debris onto the lawn while standing on the ridge roof.

   

   Due to the problems after the initial job described above, it was apparent that 5 Star Chimney was not able to produce quality work, so I did not call them to fix the issues as they would likely cause further damage.

   

   The claim that our work caused damage to the roof is completely unsubstantiated. There is no evidence that our team improperly handled materials, walked on ridge vents in a way that caused damage, or otherwise compromised the integrity of the roof. (5 Star Chimney)

   

   Included in this response are photos of the lawn damage and the position of the ridge roof vent directly above the damaged lawn. In my previous letter there is also photographic evidence showing careless debris that remains on the roof, including broken mortar and bricks and cigarettes.  Additionally, the photos show that the flashing is detached from the chimney.

   

   Furthermore, the claim regarding our insurance is misleading; the customers claim was denied due to their own misunderstanding of coverage, not because of any lapse on our part. (5 Star Chimney)

   

   When asked for the insurance binder, I was sent a Certificate of Liability that listed ************************************  I then filed a claim with Atlantic Casualty and their response letter stated, The activities out of which this claim arises took place on or about December 11, 2024 Policy number L035012865-0 was issued to Five Star Ventilation **** effective April 13, 2016 - April 13, 2017. The loss occurred outside of the policy period. This leads one to conclude that 5 Star Chimney did not have an effective insurance policy with the company listed on their Certificate of Liability.

   

   We are a company with a strong track record of professionalism and integrity. (5 Star Chimney)

   

   Before I filed the insurance claim, I called 5 Star Chimney and spoke with Ms. **** ******.  As I was explaining the situation and inviting a discussion of the issues, Ms. ****** raised her voice and shouted, your warranty is void because you did not call us first, and then she abruptly hung up the phone.  This, in addition to the earlier issue, does not demonstrate professionalism or integrity.

  Business Response

  Date: 05/08/2025

  Thank you for the opportunity to respond to this matter. At 5 Star Chimney Service, we take pride in the quality of our workmanship, our commitment to ethical business practices, and the long-standing trust weve earned from homeowners throughout the region.
  
  
  The project in questiona partial chimney rebuild completed on October 22, 2024was performed following industry-standard practices by trained technicians. Prior to the job, we conducted a site assessment and proceeded with the agreed scope of work, which did not include or involve alterations to the roof beyond where the chimney structure intersects. At the time of completion, there were no issues raised regarding workmanship or surrounding conditions.
  
  
  On November 12, 2024, the customer reached out with general concerns about the appearance of the work. We responded professionally and respectfully, and although no structural issues or water intrusion were reported at that time, we voluntarily adjusted the final balance as a gesture of good faith to ensure the customer felt heard and supported.
  
  
  Nearly a month later, after a heavy rainstorm, we were informed of a roof leak that allegedly stemmed from the ridge vent areaan area unrelated to the specific chimney rebuild. The customer hired a separate roofing contractor (who installed their roof in 2021) to evaluate the issue. We were not contacted or given a chance to assess the leak ourselves before that contractor performed repairs or made determinations of fault. Their report, while noted, comes from a party with a direct interest in preserving their own workmanship warranty, and it does not reflect a neutral, third-party opinion.
  
  
  We have not been presented with any conclusive evidencesuch as an independent roofing inspectionthat directly links our work to the leak or confirms that our technicians caused damage to the shingles or ridge vent. Furthermore, allegations of debris and cracked shingles are inconsistent with our cleanup standards and post-project protocols. If those issues had been reported at the time, we would have gladly returned to evaluate and resolve them.
  
  
  Regarding the insurance matter, we acknowledge there was confusion involving an outdated binder mistakenly referenced. While this is regrettable, it was not material to the performance of the project or the legitimacy of the work performed.
  
  
  Lastly, we take customer ********************** seriously and do not condone unprofessional communication from our staff. While our internal records show the call was brief and escalated quickly, we will use it as a training opportunity if needed.
  
  
  To be clear: 5 Star Chimney Service did not cause the roof damage in question, and we do not believe the refund request is justified. The condition that led to the leak appears to be unrelated to the work we were contracted for and was likely pre-existing or related to prior roof vulnerabilities that worsened over time or due to weather exposure.
  
  
  We remain committed to honesty, professionalism, and fair business practices. Our goal has always been to deliver excellent service and to stand behind our work when issues arise. In this case, however, we believe the facts support that we acted responsibly, fulfilled our obligations, and are not liable for the roof-related concerns presented after the fact.
  
  

  Customer Answer

  Date: 06/10/2025

   
  Complaint: 22847156
  
  I am rejecting this response because: Five Star's claims ignore the facts. Their workers walked on the ridge roof vent and the damage allowed water to enter the house. The photos prove that the roof was damaged by the careless practices of their workers. The messy debris left on the roof demonstrated a lack of professionalism and the pile of debris that damaged the lawn was thrown from the ridge roof vent. Five Star can deny responsibility but the photos don't lie. 
  
  Sincerely,
  
  ********** ******