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:07/31/2023

  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.

  Date of transaction and service: 5/5/2023 Amount paid to the business: $9, 332.52 Invoice # ***** Chimney Scientists, spilled sooth all over our floor and some of it got into two brand new rugs that I spent over $6, 000 on. I did not notice this until the night of 5/5 when my husband step on it and got it to our two rugs. I spent 8 hours cleaning up the mess, had my cleaning people come over and Chimney Scientists did as well. *************************, told me he will talk to the owner *** and figure out a resolution but I tried calling and texting him several times but I was ignored. How is this fair? A vendor (Chimney Scientists), makes a mess on your brand new rugs and does not give you any refund of my time wasted cleaning, spending extra money for our cleaning people and most of all it go on our brand new rugs. If you check in a hotel and your make a mess and ruin their furniture you need to pay for it. This is the exact same scenario and this is unethical and wrong. I have never file a complaint with the BBB about a business in my entire life but by Chimney Scientists ignoring a client and thinking it is ok is unacceptable.

  Business Response

  Date: 08/11/2023

  Dear Better Business Bureau,
  
  Thank you for bringing *********************** complaint to our attention. We genuinely appreciate the opportunity to address *********************** concerns and provide our side of the events in question.
  
  Firstly, I would like to extend our sincerest apologies to ******************* for the inconvenience she experienced. It has always been our company's priority to offer the highest quality service and to maintain transparency and effective communication with our clients.
  
  Upon learning about the unintended spread of soot dust onto *********************** carpets, we took immediate corrective action by sending a professional cleaner, not only to address the carpets but also to clean the entirety of the house. With the amount of plastic that we use as seen in the job site photos attached, we are honestly not sure how we could have damaged the rugs, the couches, or the carpets. Nevertheless, we want all our customers to be satisfied and sent out a professional cleaning company immediately with no questions asked. Our aim was to make sure that any potential areas of concern were addressed, and that *********************** home was returned to a state that met, if not exceeded, her expectations.
  
  Regarding the claim of poor communication, we have meticulously maintained and attached a record of our interactions, including phone calls, text messages, and photographs taken before, during, and after our service. This evidence clearly proves our proactive and transparent approach in managing this unfortunate situation. We believe that this evidence showcases our commitment to maintaining open channels of communication and our dedication to rectifying any issues as soon as they arise.
  
  To further alleviate the inconvenience, we extended a $250 discount as a gesture of goodwill. This was our attempt to convey our genuine remorse over the situation and to emphasize our desire to uphold the trust and satisfaction of our valued customers.
  
  We understand and respect *********************** right to voice her concerns. However, based on the evidence we have, we are confident that we took considerable steps in a timely and professional manner to address and rectify the issues raised and provide high-quality service.
  
  In closing, we kindly ask the Better Business Bureau to consider our perspective and the proactive measures we have taken to resolve this matter. We are always open to feedback and will continuously work to improve our services and customer relations.
  
  Thank you for your attention to this matter. Please do not hesitate to contact us if you require any further details or clarification.
  
  Warm regards,
  **************************
  Owner
  The Chimney Scientists

  Customer Answer

  Date: 08/14/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  I am rejecting this response because:

  $250 is unacceptable amount and my husband is checking if we even received that in our credit card statement. 
  

  Dear ***,

  I hope this email finds you well. I am writing to address an issue that has yet to be resolved regarding the recent work completed by Chimney Scientists. Despite my attempts to communicate and follow up, I have not received a response until now, which has left me quite frustrated and disappointed.

  After the completion of the work, we discovered that some soot had been tracked onto our new rugs. Additionally, during the process of rolling up plastic covers, soot was dropped onto our hardwood floor by your staff. Unfortunately, this went unnoticed until later in the evening after your staff had left. Did you ever follow up with ****** *** Cleaning the cleaning crew that you sent out and I believe they clean your office and office as well? I verified with them the day that they clean if there was soot on the rugs and I was told there soot. It is not very fair that sooth did not get on the carpet.
  I have attached copies of the follow-up communications for your reference that I sent to your Operations Manager (5/24/2023) and one of your staff and cc the general email at your company on (5/30/2024) which you never attached when you sent this email back to the BBB and to me. It's important to note that my intention was never to escalate this matter to the Better Business Bureau. My primary goal was to address the issue directly with Chimney Scientists and find a suitable resolution. However, the lack of communication has left me with no other recourse.

  I also want to bring to your attention that there seems to be a miscommunication regarding a $250 credit that was mentioned. I was never informed of when this credit was applied, and due to the absence of any follow-up communication, I wasn't aware that the credit had been issued. I am in the process of verifying this with my husband, who handles our credit card statements. It's disheartening that my previous attempts to communicate through text messages on May 24th with your Operations Manager and an email on May 30th were met with silence. As a valued customer who invested nearly $9,332.52 in your services, I expected a higher level of professionalism and responsiveness.
  I would like to address this matter and find a resolution promptly. Furthermore, I would appreciate it if you could re-evaluate the offered credit, as $250 does not adequately address the inconvenience and frustration this situation has caused. I believe that open communication and a fair resolution can rectify this situation without the need for further escalation or mediation.
  In the future, I will certainly be more vigilant in inspecting work immediately after completion, despite the reputation Chimney Scientists holds for their meticulous work. I understand that unforeseen issues can arise, but it's essential to maintain communication and ensure customer satisfaction, especially given the significant investment made.

  I kindly request your prompt attention to this matter. A timely response and an effort to resolve this issue would be greatly appreciated. I hope we can find a resolution that is mutually acceptable and preserves the positive relationship I initially had with Chimney Scientists.

  Thank you for your understanding and consideration.
  

  Sincerely,
  

  ********* ****** ******* 

  Business Response

  Date: 08/15/2023

  Dear *******************,
  
  Firstly, let me acknowledge the miscommunication that occurred. In every business transaction, communication is the bridge that connects the service provider with the client. If that bridge falters, even once, it can lead to unintended misunderstandings such as in this interaction. I deeply regret that this was your experience, and I apologize for the oversight. We strive for excellence in all aspects of our service.
  
  Im also aware that you took it upon yourself to do additional cleaning and even engaged another cleaning and/or carpet cleaning company. While our intention was always to rectify any issues promptly and completely, I understand the urgency you felt given the circumstances. I want to assure you that we will reimburse the costs you incurred in this process. Please provide the relevant receipts or invoices at your earliest convenience.
  
  *******************, we truly value our relationship with you. We are committed to learning from this experience and ensuring that such lapses do not recur in the future. I am keen on personally ensuring that we restore the trust that characterized our initial interactions.
  
  Thank you for allowing us to address these concerns. Please let me know if there's a convenient time for you to discuss this further.

  Customer Answer

  Date: 09/14/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  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. 
  
  Regards,
  
  ********* (****) *******