Complaints

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• Initial Complaint

  Date:09/28/2023

  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.

  date of service 8/29/2023 company : Chimneys Plus Service requested and verified with secretary was cleaning , inspection and a quote for the work that was recommended last year . Last year chimneys plus made a rough quote of $1500+this year after sweeping the flue (cleaning) and pretty much a failed inspection he did not leave a quote as stated on his website We have used this company a few times with no complaints . This time i feel mislead with all the open end promises on the website ...1)no job is ever too big or too small!2) will guide you on the right path to getting it fixed and explain every step of the way.3)Set up a chimney sweep with us and while we are there we will also perform a safety inspection from top to bottom. If any issues are found we will provide a quote for you in the same visit 4)Our ultimate goal is to get your chimney up and running and to provide customer satisfaction.The end result for me is i have a chimney that was cleaned but not good enough to pass inspection and i do not feel there has been a solution offered . The only offer i did get was that chimneys plus would order the cleaner but they never followed through with that . And let me be clear it was only an offer to order the cleaner i would still have to attempt the cleaning on my own or have to hire someone else for additional costs because chimneys plus was not interested in doing it I am hoping for a fair outcome . I believe i provided you with enough information Thanks for your time

  Business Response

  Date: 10/05/2023

  I received your letter from BBB and i'm sorry i can't provide the service you need to make your chimney system safe . That is my first concern is your safety .

  As stated i been coming to your home for many years and the last several years ,a problem with glazed creosote has develop and gotten to the point where action is required to prevent chimney fire 

  Also as stated i cut down on the services i provide after being in the chimney business for 40+ years 

  I'm trying to do what is best for chimney to provide safe operation 

  Customer Answer

  Date: 10/05/2023

  [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 business response because : 

  As stated in detail in the email that was sent to you . Your reply did not address any of my concerns or solutions . Your reply only included that you no longer had a partner and how long you were in business . Which is a great accomplishment to have 40 + years under your belt . 
  I would have been satisfied with an attempted solution . 
  You did offer to get the cleaner for me that I offered to pay for up front and you have yet to reply to why I was never informed you ordered it !  
  You have failed to give me an updated quote as stated on your website  if anything is found to be a problem a quote would be provided before leaving a home .  I respect that you want to make sure my chimney is safe to use  , 

  But my concern is its NOT safe ! I am up against 2 deadlines . 1) to hand in inspection papers to the condo is 2) to have things up and running before the start of the  winter season . 
  I originally asked for a refund because I felt you offered no other solution to resolve this . 
  I paid you to sweep n inspect  . You did sweep and I failed inspection . I feel its your responsibility now to guide me in the right direction as a loyal paying customer to correct what's not right  or atleast refer me to someone who can . 

  Regards,

  ***************************

  Business Response

  Date: 11/05/2023

  As previous stated Chimneys Plus no longer offers that service ,for creosote removal  unfortunately i don''t know any other chimney companies that i would recommend 

  I'm sorry you are up against 2 dead lines. I''m sure you can get extension from association ,if you tell them your situation .  as for getting this up and running ,you should, if not already started contacting other companies 

  knowing i don''t provide that service . there still is plenty of time ,since main season doesn't start until December

  I once again want to state .It is important to have working and safe chimney and hope you get your Wood stove running safely