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:03/27/2025

  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.

  I am filing a complaint regarding the chimney work performed by Chimney Sweep Specialists at our property, for which we paid $5050, plus a tip. While the team was initially responsive, several issues have emerged that require attention.Four separate chimney companies and multiple experts have documented problems with the flashing, mortar, joints, and cement, all of which are holding water and contributing to ceiling leaks and mold growth. The poor sealing and mortar work were identified as direct causes of these issues.On March 27, 2025, I called the owner, ****, to discuss these concerns. His response was, He could go through the chimney with a fine-tooth comb and find these issues, implying that hes willing to overlook poor service and leave a client with subpar chimney work, even if it causes leaks and damage.We were also concerned when an employee climbed onto our roof without prior confirmation from CSS, despite our request not to touch the tarped chimney. We value communication and prefer to be present when work is done.The work claimed by Chimney Sweep Specialists included power washing, water sealing, mortar and crown coat applications, flashing installation, and chimney cleaning. However, multiple experts pointed out that the chimneys were not properly cleaned, and severe cracks, improperly done flashing, and unsealed areas were identified as contributing to the water damage and mold ********* this point, both chimneys are unusable. Given the subpar work and resulting damage, we are requesting a refund. We feel this is more than fair considering we have a plethora of damage as a result of the leaks and improperly fixed chimneys as the work order suggested. We hope to reach a fair resolution. Thank you for your attention to this matter.

  Business Response

  Date: 04/01/2025

  To start off i would like to say we have been an accredited member of BBB since 2010 with an A+ rating and zero complaints until now.  We were hired to come out and offer a repair estimate for chimney work needed on a home they were looking to purchase.  We had no prior knowledge of any leaks or repair work done due to prior water damage or water intrusion.  We simply gave them an estimate on the chimney work that was needed.  They accepted our proposal and we finished the work on December 3rd.  As soon as we received a call concerning possible leaks we set up an appointment to come ***** the issue.  We made an appointment on January 14th and an email and text notification was sent to the client.  When we arrived there ,there was no one there and the chimney was wrapped.  So my technician jumped on the roof and accessed the flashing issue under the bottom of the tarp.  The rest of the tarp was left undisturbed.  He recaulked the flashing joints just to be safe.  I have been in business for 15 years and my reviews and my A+ rating should speak volumes.  Chimney repairs are our specialty.  We have done 1000's of chimney repairs with zero complaints that were not met with satisfaction.  If a customer calls us back with any issue, we always go back and make everything right for the customer.  We offered this customer to go back and redo the flashing, which we felt was unnecessary, but still offered it in good faith.  That was met with this complaint to the BBB.  As you can see from the photo that this client attached to the complaint, there was already prior water damage to the ceiling prior to them purchasing this home.  There is a brand new piece of sheet rock that was installed before the purchase of the home where the water damage is now.  We had no prior knowledge of that until she sent it to us.  The tiny cracks in the pictures that she has attached of the chimney to this complaint could not cause this much damage in our opinion.  We feel like the customer is trying to make us inherent a water leak that was already there and known about before the purchase of the house.  In my professional opinion, with the submitted photo provided by the customer, there was already previous repair work completed in the water damaged area. We feel like the customer needs to hire a professional leak detection company, to come and confirm the exact location of the leak. We will absolutely repair any chimney work needed identified by such an expert. We want to make this right. We take pride in our work and resolving any issues. 

   

  Customer Answer

  Date: 04/01/2025

   
  Complaint: 23125104
  

  
  

  I am rejecting the response to my complaint for the following reasons:

  
  

  It is a fact that every contractor who has examined our property has noted the poor quality of the flashing, joints, and mortar work done by Chimney Sweep Specialists. Additionally, the claim that Chimney Sweep Specialists holds an A+ rating with the BBB does not excuse their failure to properly complete the work on both of our chimneys. The subpar quality of work cannot be ignored.

  
  

  I have attached additional proof and photos that clearly highlight the following issues:

  
  

  1. Third-Degree Creosote Buildup: This buildup is present in the living room chimney, which has never been used. If the chimney was properly swept, why is there significant creosote buildup just six weeks after Chimney Sweep Specialists claimed to have cleaned it?

  
  

  2. Improper Flashing and Mortar Work: The photos show cracked mortar, poorly applied caulking, and improperly installed flashing and even not removing the old flashing before fixing. If Chimney Sweep Specialists are claiming their BBB rating justifies their work, why is there visible damage and a clear water entry point? This issue caused our ceiling to leak on January 2nd, shortly after Chimney Sweep Specialists performed work on December 2nd. Prior to their work, we never had any roof leaks since moving in two-months before. Multiple other contractors have pointed to Chimney Sweep Specialists as the source of the problem.

  
  

  3. Chimney Crown Bonding Issue: The photos clearly show that the chimney crown was not properly bonded. This is another reason why our chimneys began leaking, even though Chimney Sweep Specialists were supposed to have completed the work on December 2nd.

  
  

  I was particularly disappointed to hear on our phone call on March 27th that "you, too, could go through our chimneys with a fine-tooth comb and find these errors." If that's the case, why were these issues not identified during the initial inspection? It seems that your team is willing to overlook subpar work, and we cannot support a company that does not prioritize quality.

  
  

  We are now left with the burden of not only fixing the issues caused by Chimney Sweep Specialists' poor workmanship but also addressing the resulting water intrusion, damage, and mold. 

  
  

  A company with an A+ BBB rating should strive to maintain its reputation by delivering high-quality work, not dismissing legitimate concerns and defending clearly flawed service. The issues we've outlined have been documented by an independent third-party inspector, yet Chimney Sweep Specialists still insists they performed the work properly.

  
  

  I expect this issue to be addressed with the seriousness it deserves. We expect a full refund which is more than fair considering we not only have to undo incorrect work previously done by Chimney Sweeps, we also have to fix new leak issues. 

  
  

  Sincerely,  

  ****** Hanson 

  Business Response

  Date: 04/11/2025

  The rejection of our response is predictable. We spent 2 1/2 days here working on these chimneys. We did a 100% grind and tuckpoint, crown coat, and flashing on the front chimney. On the rear chimney, we installed new flashing and applied a crown coat. Both chimneys were power washed and water sealed. Cleanings were also performed on both burning units in the home. When we clean chimneys, we run brushes, we don't scrape or scrub fireplaces. We don't have magic stuff that removes 3rd stage creosote on the spot. I did not know of the 3rd stage. That was revealed after the cleanings. My technician should have bid for a ***************** Cre-Away works with heat from the fires chemically, to remove the 3rd stage after 8-10 hot fires and an additional cleaning. Cost of that service is 500$. 

  The pictures that have been attached show very small areas of missed caulking, previous cracks in brick, or deterioration of brick.  These areas of where the complainant says water is intruding is rather ridiculous. And any company that is being truthful and worth their salt would have explained that here. The rear chimney should have a cricket to divert water. That is a roofing issue. We do not perform that work. See complainant second picture. The pictures of the chimneys prior to our work, show crowns and flashing in need of serious repair. Tuckpointing needed on front chimney. How could the work that we completed, make it leak more?

  When I go to bid jobs, I generally go with the repair option, because it saves the customer a considerable amount of money. Unless, of course, the chimneys are too far from saving. I don't go into these bids knowing that there are previous water leak issues, or health concerns. Normally that is explained up front. I just bid the repairs that are needed. I don't have any control over cracked or missing brick.

  I was contracted to bid this job on October 2, 2024. The bid was accepted, and we completed the work on December 3, 2024. We were paid for the work on January 02, 2025. I wasn't keeping track of the weather, but i would assume that it rained in that month. She called me out for a leak and we were there January 14 to assess. I sent someone over as soon as I could. And then was met with a complaint to that.

  There are obvious previous leaks from the pictures that the complainant has included. I have offered to come out and fix any issue that we can inspect on our dime. I have offered to redo the flashing, but this is where we are. A refund will not be given. And this is our last response to this.  Sometimes as a business owner, you have to stick up for yourself. People use the threat of reviews and complaints to take advantage of companies like us. Did we miss a few spots ...absolutely. Did I offer to come back out ...absolutely. Did I offer to go out with another chimney company or roofing company or leak detection company ...absolutely.  

  Customer Answer

  Date: 04/12/2025

   
  Complaint: 23125104
  
  I am rejecting this response because in addition to all of the facts that have been outlined in previous correspondence and attachments, but also admittance of an employee that work was not done properly. 

  I am rejecting the businesss response as it fails to address the core problems with both the quality of work performed and the handling of our service agreement.

  First, we were clear in our communication with the businessspecifically with Billthat we wanted to be notified before anyone came to our home so we could be present. on January 10, 2025, his last message was: "Looks like it is going to be Tuesday. I'll set in the schedule and give you a call with an eta once I figure that out". Despite this promise from ****, we never received a call with an uodated time and confirmation of day. And an employee named ****** came to our property the following week without the notice we were told we'd receive, directly ignoring our request. This is unacceptable and undermines our trust in the business.

   Secondly, during his unscheduled visit, ****** admitted that the caulking used during the chimney repair had failed because the work was completed during freezing temperatures. If the weather conditions were unsuitable for proper adhesion, the work should have been rescheduled. This is basic professional responsibility and demonstrates a clear failure in judgment and workmanship.

  Despite the list of tasks the business claims to have completed, the outcome has been poor. Water intrusion issues persist, and the explanation offeredthat the leaking is due to unrelated roofing issues or existing damageis not satisfactory. We hired this company expecting their work to resolve the very issues they are now deflecting responsibility for.

  The business owner acknowledges "missing a few spots" and claims they offered to return, but the fact remains that trust has already been brokenboth due to the lack of communication and the substandard result. We no longer have confidence in their ability to correct the work properly or responsibly.

  We are requesting a full refund. We do not feel safe allowing this business to continue work on our home, and we believe we are entitled to that refund based on admitted improper work conditions, failure to notify us of visits, and unresolved issues.

  This is not an attempt to exploit or threaten a business, but a reasonable request following unsatisfactory and mishandled service.

  
  Sincerely,
  ****** ******

  Customer Answer

  Date: 04/23/2025

  I am writing to express my concerns regarding the closure of my complaint against Chimney Sweep Specialists, Case #********. While I understand that BBB is a mediation service, I feel that in this case, my complaint has not been fully addressed, and the response from the business has been dismissive of the evidence I provided.
  
  As outlined in my previous correspondence, multiple third-party experts and contractors have confirmed that the work performed by Chimney Sweep Specialists was subpar, particularly with regard to the flashing, mortar, and caulking. Despite this, the business has not taken responsibility for their faulty workmanship and has instead deflected blame onto unrelated roofing issues, which I find completely unsubstantiated.
  
  Additionally, the businesss admission that their caulking failed due to improper weather conditions (freezing temperatures) is concerning. This indicates a fundamental mistake in judgment that led to further damage. Despite this, their offer to "fix" the work, while appreciated, does not resolve the fundamental issue: the trust has been broken, and the damage caused by their work continues to persist.
  
  I would like to know if BBB's mediation process extends beyond simply relaying messages between the business and the consumer, especially in cases where the business fails to acknowledge clear errors in their work. Can BBB step in to challenge the businesss claims, particularly when independent experts have identified clear faults?
  
  It seems to me that BBBs role, as an organization that upholds business standards, would be to ensure companies are held accountable for their actions. In this case, I am left with the impression that the business was allowed to present a one-sided defense without any real challenge or independent analysis from BBB.
  
  Given the severity of the issues, and the fact that this business clearly failed to meet the expectations of professional service, I am requesting clarification on what further steps I can take to have this matter more thoroughly reviewed. I have already reported to the ************************, so I am not looking for outside resources. I am interested in BBB's position.
  
  Thank you for your attention, and I look forward to your response.
  
  Sincerely,
  ****** ******