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:11/20/2024

  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.

  The Chimney Doctor came out and cleaned my chimney but broke off 2 big pieces of concrete in the bed of the fireplace. I didnt notice until they had completed cleaning the chimney and left. Therefore, I sent them an email the next day and informed them of the broken pieces done by the man that cleaned the chimney. They basically told me due to concerns they believe it would be best to seek another company. I contacted another company who charged me $200 to fix what The Chimney Doctor messed up. I sent the Chimney Doctor an email asking for a reimbursement of the charges that the other Chimney sweep charged me but have not received a response back on my email.

  Business Response

  Date: 11/08/2024

  Hey ****, 

  
  

  I show no record of that client in our system by name or email. We are located in ******** and her address is in *********. We do not have a location in ********* and are not affiliated with any other Chimney Doctor companies in that area. We are sorry she had a bad experience with whoever she hired otherwise. 

  
  

  What information do you need from me further? 

  
  

  If she has a service address out here we can look it up by that perhaps? 

  
  

  Thanks,
   
  ****** *******
  
  F.I.R.E. Certified Fireplace & Chimney Inspector FCI-338
  IAAI-FIT Fire Investigation Technician
  NFI Certified Master Hearth Professional, Instructor #******
  CSIA Certified Chimney Specialist #**, Sweep #****
  C-DET Certified Dryer Exhaust Technician #****
  NCSG Certified Master Chimney Professional #***, Reliner #***, Professional #***
  ICC Certified Residential Mechanical Inspector #*******
  HeatShield Factory Trained Installer
  
  Please note: We are members of the following trade organizations:
  Chimney *************************** (****)
  F.I.R.E. Service - Fireplace Investigation, Research and Education
  Hearth, ******************************, ************************ (****)
  ************************************************ (****)
  ************************** (***)
  National Chimney *********** (****)
  ************************************ (****)
  **************************** (***)

  Business Response

  Date: 11/08/2024

  For future reference on similar claims the base hearth refractory panels do overheat and deteriorate. That should not have been broken from the process of sweeping and indicates that the base hearth refractory overheated from use and had become brittle. When the ashes and soot were cleaned out the top layer was likely removed with vacuuming and shoveling out the fireplace. Not sure what would have broken them like that otherwise except hitting them with a hammer, which I have a hard time believing a chimney professional would do.

  
  

  Damaged refractory panels in a factory built should be replaced however as merely repairing them may alter the heat signature of the appliance. Repairs also are not made from the same material and will crack and break out over time again as they will expand and contract differently than the original material. Aftermarket panels should not be installed either. If OEM replacement refractory panels are not available professionally I would recommend replacing the fireplace as the testing that has been done using aftermarket replacement refractory panels shows that the effect on the factory built fireplaces heat signature and clearances in the wall is unknown. 

  
  

  Please let me know if you have any further questions or need any additional information. 
  
  

  Thanks,
   
  ****** *******

  Customer Answer

  Date: 11/12/2024

  This is the invoice from Al the Chimney Sweep who I hired to fix what The Chimney Doctor damaged.

  Hello,

  
  

  I am responding to your email. Please find attached the invoice that The Chimney Doctor sent me via email. I also included their address which is on the invoice that they sent me. 

  
  

  Customer Answer

  Date: 11/14/2024

  Hello, please find attached a copy of the receipt from The Chimney Doctor. Their address is *********************************. They sent the receipt via email.

  
  

  Thank you,

  
  

  ***** ***

  Business Response

  Date: 12/09/2024

  Hello,

   We appreciate the opportunity to clarify this matter. During our visit, we conducted a routine chimney cleaning and inspection. We lay down tarps, we sweep the flue in the chimney while vacuuming the soot that is falling. We also vacuum the firebox, which had the loose and broken pieces. The damage in the floor of the customers fireplace were pre-existing. These types of broken and loose pieces are often filled with ash and soot, which can obscure their visibility until a thorough cleaning is performed. This is a normal issue that develops over time due to wear and tear from regular use, heat stress, and age.
  Our cleaning process involved sweeping out the fireplace and performing an inspectionstandard procedures that do not include tools or actions capable of causing such damage. The only way to cause significant damage to the fireplace floor would be to use forceful tools like a hammer, which we do not use during cleaning or inspections.
  We communicated this to the customer in our email response and ****** review. Additionally, the estimate provided was for a comprehensive repair of the fireplace floor, not a simple patch. Patches are not recommended since they are not the same material and cannot perform the same as the panel can. Especially for the floor because that is where the majority of the heat is concentrated. We encouraged the customer to seek additional estimates to make an informed decision about the necessary repairs, unfortunately she fell for the patching.

  Below is the response we sent to her via email.

  Good Morning Mrs. Guy,
  
  Thank you for reaching out and for sharing your concerns. We understand your frustration and want to address your concerns.
  After reviewing our inspection notes and photos taken during the cleaning and inspection, I can confirm that the cracks in the floor of your fireplace were already present before we began our work. They were likely filled with ash or soot, which may have made them less noticeable. Our cleaning process would have exposed these existing imperfections, which is why they became more apparent afterward.
  Regarding the estimate, we strive to provide a fair and accurate assessment of the condition of your fireplace and the necessary repairs to ensure safety and functionality. However, we do encourage you to get multiple estimates so you can make a better informed decision.
  
  We respectfully disagree with the assertion that we are responsible for causing this damage. The cracks were pre-existing and exposed during a standard cleaning process, which is both routine and non-invasive.
  Thank you for allowing us to provide our perspective on this matter.
  
  
  

  Business Response

  Date: 12/10/2024

  Hello,
  
   We appreciate the opportunity to clarify this matter. During our visit, we conducted a routine chimney cleaning and inspection. We lay down tarps, we sweep the flue in the chimney while vacuuming the soot that is falling. We also vacuum the firebox, which had the loose and broken pieces. The damage in the floor of the customers fireplace were pre-existing. These types of broken and loose pieces are often filled with ash and soot, which can obscure their visibility until a thorough cleaning is performed. This is a normal issue that develops over time due to wear and tear from regular use, heat stress, and age.
  Our cleaning process involved sweeping out the fireplace and performing an inspectionstandard procedures that do not include tools or actions capable of causing such damage. The only way to cause significant damage to the fireplace floor would be to use forceful tools like a hammer, which we do not use during cleaning or inspections.
  We communicated this to the customer in our email response and ****** review. Additionally, the estimate provided was for a comprehensive repair of the fireplace floor, not a simple patch. Patches are not recommended since they are not the same material and cannot perform the same as the panel can. Especially for the floor because that is where the majority of the heat is concentrated. We encouraged the customer to seek additional estimates to make an informed decision about the necessary repairs, unfortunately she fell for the patching.
  
  Below is the response we sent to her via email.
  
  Good ****************************** you for reaching out and for sharing your concerns. We understand your frustration and want to address your concerns.
  After reviewing our inspection notes and photos taken during the cleaning and inspection, I can confirm that the cracks in the floor of your fireplace were already present before we began our work. They were likely filled with ash or soot, which may have made them less noticeable. Our cleaning process would have exposed these existing imperfections, which is why they became more apparent afterward.
  Regarding the estimate, we strive to provide a fair and accurate assessment of the condition of your fireplace and the necessary repairs to ensure safety and functionality. However, we do encourage you to get multiple estimates so you can make a better informed decision.
  
  We respectfully disagree with the assertion that we are responsible for causing this damage. The cracks were pre-existing and exposed during a standard cleaning process, which is both routine and non-invasive.
  Thank you for allowing us to provide our perspective on this matter.

  Customer Answer

  Date: 12/10/2024

   
  Complaint: 22469749
  
  I am rejecting this response because my fireplace was not like that before they came to clean my chimney. This information was already provided to you.
  
  Sincerely,
  
  ***** ***