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:04/17/2024

  Type:Sales and Advertising Issues
  Status:

  UnansweredMore 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 had them on inspect my chimney and price me for gas logs. They came out gave me a quote and asked for half the cost of the work that was needed. I paid the half for job. They never returned. Now cant get them to answer phone or text.

• Initial Complaint

  Date:05/01/2023

  Type:Product 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 made an appointment for January 25, 2023. ***** with West ** Chimneys came to my house gave me quote of $1,375 to rebuild chimney chase out of waterproof materials and required a $400 down payment which I paid in cash, received receipt.March 3, ************************* Chimneys came to my house to do the repair. At the end of the day said they would return in one week with a fabricated chimney cover (which they measured for and would have to order) and paint the chimney. I paid them $900 cash.A week later and over the next couple of weeks I tried several times to get a hold of ***** to get the status of completing the job but he never returned my call and his email came back undeliverable.April 6, 2023 I ordered a chimney cover from a local company ****************************, picked it up on April 13th, paid $150.00 cash.April 15, 2023 I had another contractor come out to "finish" the job and he found the "work" done by West TN Chimney was not done properly and it would require him to tear down what they had done and start over. I purchased the required materials for a total of $563.89 and the 2nd contractor was able to complete the job properly.April 17, 2023 ***** with West TN Chimney finally called to say he was still working on getting the materials needed, I told him I had already ordered/purchased the materials and had another contractor finish the job. I sent him pictures of the quality of work done by his crew, he said he would refund me $600 cash and bring it to me the next day. As of April 30, 2023 he has not refunded me or returned my phone calls or emails.I request this company be listed as scam in your database and any assistance you can provide me to get a refund it appreciated. Attached are pictures of the chimney done by *****'s crew.

  Business Response

  Date: 05/18/2023

  This is our first Complaint. Unfortunately, our chimney caps are not built in-house, and we have to rely on an outside party (they were occupied with many projects).  The complete repair was discounted, plus a veteran's discount was applied. There were no concerns about the craftsmanship of the work upon the collection of $900.  We have disposed of the $180.00 custom chimney cap that **************** did not want us to install anymore. We had planned to finish painting the chimney upon return in the daylight on the date the custom built cap was to be installed. The inspection fee of $175.00 was waived when repairs were requested. Multiple vulgar threats to my family and to my employees through voicemails and emails were made (available on request). We felt it was wise to cease communication with this customer. Despite the customer contracting another company before we were completed with our repairs, and the initial cost of materials exceeding the customers deposit, I verbally agreed to refund some money back to avoid confrontations. The employee who did the initial repairs has been terminated. We are a small business that covers an extensive area that would otherwise not have our services; therefore, we where unable to immediately return before another contractor was hired. When I offered to refund money or personally redo the repairs myself, the customer became verbally abusive and refused any type of payment other than me showing up on his property and handing him cash. We felt this was not an option after the voicemails and emails left.   This notification was received through the same company email that I have always provided which is posted on our website, estimates, receipts, and invoices. We have serviced 300+ clients in our one and a half years in business. It is unfortunate that we could not meet a mutual understanding. Proper steps have been made to prevent this from happening in the future.

  Business Response

  Date: 05/18/2023

  Furthermore, upon viewing the photos provided. I see one photo that the repairs are not aesthetically pleasing ( a panel is a few degrees off to match the other panels). The space between the ****** board and the roof is necessary to keep water from wicking/absorbing into the wood of the chimney chase. Chimney step flashing (which cannot be seen in the photos) prevents the chimney from leaking from the roofline.

  Customer Answer

  Date: 05/18/2023

  First and foremost *****, at West ** Chimney is a pathological liar and a professional scam artist.  

  I received a veteran's discount (matter of opinion) because I'm disabled and couldn't climb up on the roof to check their work.  I just assumed that they were a creditable business.  The pictures I included were taken by the contractor I hired to complete the job, it was only then did I find out how bad the work done by West TN Chimney was, which had to be torn off and redone.  As ***** said he agreed to refund some money $600.00 I wanted him to pay me in cash face to face, I paid him and his worker in cash.  If he's serious about refunding my money he can send me check. 

  As far as the cost of the materials ($400.00 deposit) they certainly didn't cost $400 I would guess at half of that as I went to ****** and priced it myself.  He had no intention of coming back and finishing that job. If he had the integrity, he's trying to make you believe he has he would come to the house and refunded my money.  

  As far as the threats I made, ******************************* is aware of the situation.  They came out to the house twice and I informed them that I told West TN Chimney to watch their six.  They said my only recourse was to take him to small claims court.

  Customer Answer

  Date: 05/25/2023

   
  Complaint: 19999688
  
  I am rejecting this response because: Again, this man is a pathological liar and fraud.  The excuse that the hardy board needs an inch and a half gap to wick moisture is B.S.  The job was never finished and never planned on being finished.  The difference between West TN Chimneys idea of a finished product and the finished product after being replaced is night and day.  I have the contractor who had to re-do the whole project as a witness and pictures if needed.  

  West TN Chimneys is a fraudulent scam artist. They are not the victim, I am.  All of their work had to torn out and completely replaced.  I haven't seen a dime in a refund that was promised by West ** Chimneys.  Which should tell you everything you need to know.  Scam artist!  They should receive a negative rating to warn potential clients of their fraud.  Actually, they should be in prison.  I'm working on that!
  
  Sincerely,
  
  *************************