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Business Profile

Chimney Cleaning

Soot Masters

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Chimney Cleaning.

Complaints

Customer Complaints Summary

  • 1 complaint in the last 3 years.
  • 0 complaints closed in the last 12 months.

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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.

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Complaint type

  • Initial Complaint

    Date:11/12/2022

    Type:Service or Repair Issues
    Status:
    Answered
    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 hired Santa’s Friend Chimney Service on 5/19/22 to stop my chimney leak. They came out and sealed the crown and flashing. Afterwards, when it rained the fireplace was still wet and had water dripping from the chimney. I called on three different occasions and each time they sent someone out to do additional repairs but it still would leak. I had roofers inspect the roof and make repairs. They stated that my chimney leak was coming from the side and front of the flashing that was not sealed properly. I paid $1232.64 and would like a refund.

    Business Response

    Date: 12/20/2022

    I’m very sorry that Mr.******* is not satisfied. However, we did send several technicians to his home after our initial repair. Each time we scanned over the Chimney and could not see any evidence of water entering the home. We did ask Mr. ******* to please send us a short video when it was raining to verify the chimney was still leaking. We have not yet received a video . Also, He had roofers come do some repairs. We cannot not verify if the roofers damaged the flashing during these repairs . This is a common thing issue. Now, if he can provide evidence .I would be glad to go back one last time and do additional repairs. My Company values every customer and would like to think we are being fair in every situation. 

     

     

    Business Response

    Date: 01/31/2023

    In June we received notice the chimney was still leaking and went out both on the 8th and 16th of June. We repeated the process over multiple times . We were made aware that there was roofing issues . However , during our last conversation with the customer. I asked them to please provide a short video of the water coming into the chimney the next time it was raining due to the fact after the repairs were made we did not see any evidence of water . They never provided any evidence of this . Also , if the roof was the cause of the water getting underneath the flashing we would have not been able to detect this . We did seal the crown and flashing multiple times as well as taking several other standard routes. I apologize but we will not be issuing a refund at this time .

Soot Masters is NOT a BBB Accredited Business.

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