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:12/14/2022

  Type:Billing 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 called to get my chimney cleaned. When the 2 guys got here the one guy looked down the hole in my fireplace an failed it for using it. I then said "if I can't use it then stop." I ask him "how much it would be to remove the wood." He said "3 grand". I told him there's no need to clean it if I can't use it. The guy then said I wouldn't have to pay nothing because he didn't do anything but he then got on the phone with a lady an said I owed 190 for 20 minutes an like 5 or 6 pictures. The 2 guys that was in my house didn't do any work. I shouldn't have to pay for services I didn't use. I'm attaching pictures 1 receipt an a screenshot of my ring doorbell to prove it was only 20 minutes. 9:49am arrive an 10:09 am depart. I would like a refund.
  

  Business Response

  Date: 01/25/2023

  Business Response /* (1000, 9, 2023/01/10) */
  Customer Service
  Mon, Jan 9, 3:53 PM (17 hours ago)
  to me
  
  Hi Lisa,
  
  Thank you for notifying us of this complaint. Please find details below for the incident.
  
  Ms. Butts contacted us as she had a chimney fire. We scheduled her for a full chimney cleaning and Level II Inspection as required by the Chimney Safety Institute of America (CSIA) when this instance occurs. We had not previously had any dealings with Ms. ***** and no prior information on her chimney system or fireplace. For the Chimney Sweep and Inspection we charge a flat fee of $285 per flue. We make all of our clients aware of the fee and process we follow for a sweep and inspection during their intake call.
  
  When our technicians arrived at the appointment the gentleman began with their inspection process. Within the first few moments of their inspection the technicians found several issues with the chimney system. At that point Ms. ***** inquired about the severity of the issues and potential costs of the repairs. When the technicians informed her of the approx. cost of repairs, she made it clear she would not be able to afford those repairs needed and asked them to stop their inspection. While it is not our normal business process to stop an inspection, the technicians did reach out to our office for guidance. Since we had already begun the service we were there to provide we felt it was appropriate to charge for the time invested for the technicians. We reduced the cost to a standard service call appointment of $190. Ms ***** agreed to those charges and paid our technicians on site.
  
  Later that day, after our office was closed, Ms. ***** proceeded to email us stating she was requesting her money back because our website indicated we offered free estimates and she felt that is what she should have been scheduled for. With the requirements of CSIA and our company, Ms. ***** did not qualify for a free estimate because the Free Estimate does not include a full Level II Camera Inspection that was required to be performed after a chimney fire. It took our company over 24hrs to respond to Ms. ***** email, as our office was closed the following day, due to lack of power during an ice storm. During that time Ms. ***** proceeded to leave negative feedback on our Google account as well under her husband's name and a fake name, for not responding as soon as possible. Ms. ***** did not try to communicate in any other capacite, as we were able to update our voicemail remotely to indicate our office being closed. Upon our return to the office the following business day, we responded to all inquiries, including hers.
  
  Since Ms. ***** emailed us with her dissatisfaction, we had responded with our position as to why she was scheduled and charged for an inspection appointment. As a courtesy and understanding of her position we did refund her the $190 that she agreed and paid to our technicians. Ms. ***** did remove the negative feedback she had left on our Google account under her husband's name.
  
  Please feel free to let us know if you have any additional questions, I would be more than willing to help.
  
  Thank you,
  Emily ********
  **** President
  
  ******** ******* ***** ****
  ***** ******** Walk Road
  *********** ** XXXXX
  P: (XXX)-XXX-XXXX
  www.monocacychimneycare.com
  
  
  Consumer Response /* (3000, 11, 2023/01/10) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  This company is nothing but lies. I was told in the first 5 minutes there was wood in the bottom of my fireplace. I've had another company in my house an they can't find any wood. *beware* if they tell you there's wood in the bottom of your fireplace. Please go get another option! This company will rip you off!