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:07/27/2023

  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.

  In august of 2020 we pain $3600 to have our 2 chimneys parged ( some of the bricks were falling out, creating a hazardous situation, so this basically bonds a cement over to keep every thing intact). Last summer 2022 I found several chunks of this material had fallen off the chimney. When it continued to occur we asked Kevin the owner to check it out when we had our chimney cleaned. That was postponed several times due to his having labor shortages and once due to weather. When he did come out, he cleaned the chimney without checking the 2nd chimney which had the most chunks missing. He lead us to believe they would take care of the problem. We talked about repainting the chimneys in a different color, we would supply the paint and pay for the labor to do that. The new estimate charges us again for things we paid for the first time.
  We could have initially had the chimneys rebuilt, which would have been more expensive. As we are both retired we choose the lesser expensive option. Never did I think they would have to be redone every few years!
  I mailed Kevin and asked him to stand behind his work and redo the parging. We would not have him repaint the chimneys. They replied that their last estimate stands. I just would like people to do the job they were paid to do correctly the first time or fix it when they don't.

  Business Response

  Date: 07/28/2023

  We did repairs to her chimneys in 8/2020, including B-Bond (which is a surface bonding cement, stucco-like in appearance, and painted the chimneys).  All our work has a 1-year workmanship warranty and this particular product carries a1-year warranty from the manufacturer.  I have attached stated warranty information. This doesn't necessarily mean that the product will only last 1-year but that is the time-frame the manufacturer warrants the product; weather, what vents out of the chimney, type of rain cap are just some factors that play a role in how long the material will last.

  I did go to this customer's house to clean and inspect the chimneys, which at that time was almost 3 years later.  I spoke with **** ******* husband and explained the situation, and although it was not under warranty offered to repair the chimneys for a very reduced price (cost of materials and labor).  He seemed to understand the situation.  **** ***** believed the chimneys had a "life-tme warranty", in her words " a one-time fix", which is just not the case.  Chimneys, no matter whether they have been repaired in the past or not, require annual maintenance.

  The customer was offered maintenance/repairs to the chimney at a discounted rate (material and labor), which was declined and now has filed a complaint.

  Customer Answer

  Date: 08/04/2023

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********* and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  
  

   I was not able to respond at that time but wanted to gather information including a picture of the original estimate which does not give any warranty information. This was the only paperwork I received. It says paid in full.  The chimney in question is nonfunctioning. It has a cap on it which they were to make sure was tightly sealed so no hornets could get it. Their "product could not have been affected by "what was coming out of the chimney.I did not click submit, so I should be allowed to rebut his statement.
  

  
  

  
  
  
  Regards,
  
  
  
  ********* *****