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:03/27/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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.

  An elderly friend of the family had a chimney fire and called this company "All Chimney Cleaning and Maintenance". He said that the man who came out "David Williams" claimed to be in business since the 80's and took over the company for his father. After evaluating our friend's chimney, he charged him $380.00. He wrote him an estimate to replace his chimney liner that was not only inappropriately sized but also neglected several other components of the venting system that are required for adequate repair and for safe and proper use of the fireplace. The estimate was for $13,750 and was turned into his insurance company. Although, chimney repairs can be very expensive. I feel that what this company did was fraud to both the customer and the insurance company, their actions also threaten the safety of the customer had an improper ******************** been installed. This business is currently advertising that they are a member of the BBB and have an A+ rating. However, when I reviewed them on the BBB web site, I see that they have an F rating. They also state that they are certified chimney sweeps on their web site and in the estimate provided, however, no one at this company is certified or has an active certification and haven't since 2007.

  Business Response

  Date: 04/03/2024

  My name is **** Williams. I am the wife of David Williams and the Office Manager of All-Chimney Sweeping and Maintenance.  I am writing in response to the recent complaint by *********************.  I am first and foremost going to mention that ********************* is not the customer and has had no communication with All-Chimney Sweeping and Maintenance and was not there when David Williams was at the customers house during the inspection and sweep.
  
  The first thing that **** mentioned was the $380 for the inspection and sweep of the customer's ********************. Since her disputed amount is referencing the $380, I am assuming that she is not happy with the cost. All-Chimney Sweeping and Maintenance is current with the average cost of that service in the Mid-******** area.
  
  **** also mentioned that the liner was inappropriately sized and made that accusation that David Williams was neglectful on other areas of the system that would lead to the threat of safety for the customer.  The size of the liner was determined to be a certain size by David Williams and that size of liner does not cause the customer harm. I further notice that either she herself has chimney maintenance experience or she is getting fed information from other sources that just arent the truth.  If that information came from another quote that the customer received, I fear that the customer was provided information to enhance their services and make it appear that David Williams was somehow wrongful to persuade the customer to go with their quote. If the customer would like to use another ******************** professional to fix his chimney, they are more than welcome to find someone else to do the work,but we stand by the service and information that was provided to the customer.
  
  **** also noted that according to our website we have an A+grading with the BBB.  **** is obviously not looking at the correct website.  The website for All-Chimney Sweeping and Maintenance is Allchimneysweeping.com and there is no mention of the BBB anywhere on our website. 
  
  I further want to note that ********************* appears to be trying to minimize the professionalism of David Williams by claiming that he is not certified.  I am not sure where **** is getting her information from there as well (maybe from said other quote company), but that is not correct either. David Williams is an Accredited Certified Chimney Professional and his certification can be verified by going to our website and click on the link that takes you to see his profile on the National Chimney Sweep Guilds website.  You can also see other certified chimney professionals in any area of the country.
  
  It appears that ********************* is trying to damage or minimize David Williamss character by making claims to something that occurred during a conversation that she wasnt even part of. 
  
  I want to end this response with a bit of information about David Williams and his character since that seems to be the main point of ***** dispute.  David Williams received a call several hours after closing one night shortly after thanksgiving last year.  ****************************** works late 90% of the time, he listened to the voicemail that was left on the work phone.  He could tell that it was an elderly lady claiming that a local heating company was out to her house that day because her furnace stopped working. Mind you it was around 35 degrees outside at the time.  The lady went on to say that they wouldnt fix her furnace because the chimney that serviced the furnace was in such need of a sweep, that the heating company refused to fix her furnace and left.  David, even though by this time it was around 8 pm and dark outside, he called her back and told her that he would come out and sweep her chimney that night so the heating company could come back out the next day and fix her furnace and he told her he would not charge her an emergency charge for coming out at that time. She reassured him that she would be ok through the night because she had a little space heater right by her side. He told her he would adjust his schedule and be out to her first thing in the morning.  He was at her house at 8 am and got the chimney swept so she could get her furnace fixed. But while he was sweeping her chimney, he could hear her on the phone in the next room with the county social services office asking for some help because she wouldnt have enough money for food after she paid to have her chimney swept and furnace fixed.  He talked to her about what he heard after he was done, and she said she was a widow and had no relatives around for help.  She said she would have to wait to get her furnace fixed until next month because she couldnt afford both the sweep and the repair on her furnace. David Williams did the right thing and did not charge her for his services.  That heating and cooling company didnt do that nor do most companies, but David does. Now we obviously cant do this for everyone, or we would not have a business, but I am so proud that he has the kind of integrity that he does to help someone in need like that.  That is what kind of man that is being accused of threatening the safety of the customer.

  Customer Answer

  Date: 04/03/2024

  My intent for the initial communication to the BBB regarding this company "All Chimney Cleaning and Maintenance" was to bring attention to misleading advertising to their consumer. They stated they have an A+ rating on their web site, yet when I confirm with the BBB website, they are rated an "F".  I wasn't attempting to minimize the professionalism of David Williams, but an F rating is pretty bad.

  Customer Answer

  Date: 04/03/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *********************