Reviews

Review Details

• Review fromMatthew F

  Date: 02/21/2025

  1 star
  I feel compelled to share my experience with Coastal Chimney & Contracting regarding a ****** gas insert fireplace installation project. Their technician/project bidder, Adam, was polite and initially responsive. He was actually the primary reason I chose them over lower-bid competitor (******** *** *** ******* ********* The scheduling process has been extremely disappointing.
  Timeline of events:
  Initial contact: December 9, 2024
  Current date: February 22, 2025
  5 canceled/rescheduled appointments
  Multiple no-show instances without prior notification
  The most frustrating aspects have been:
  Repeated requests to confirm appointments that were subsequently canceled
  No proactive communication about cancellations
  Being redirected between various "divisions" despite being a small company
  Having to take multiple days off work for appointments that never occurred
  While I understand weather conditions and unexpected situations can affect scheduling - I want them to be safe and understand some project need to bye dry. But the lack of basic communication and professional courtesy is unacceptable for a company. I've missed days of work to sit at my house waiting for them to show up. As a potential customer, you should be prepared for:
  Extensive delays - there's always someone else they have to schedule first
  Poor communication - Adam gave me his business card but his voicemail box is full and doesn't return calls or text
  The need to constantly follow up even though they send confirmations and then just say they were mistakenly sent.
  The quality of their work may be excellent, but I cannot speak to that as I'm still waiting for the project to begin after more than two months of scheduling attempts. Here's a copy of the appointments and quote - hopefully this saves someone a headache like we are going through.
  

  Coastal Chimney & Contracting, Inc.

  Date: 02/24/2025

  Good afternoon,

  
  

  We sincerly apologize for your disatisfaction on your project. We value all of our clients and unfortunatley due to weather,the holidays, and one error on the receptionist's part we were unable to provide exceptional service we consisitently aim to provide to our clients.

  
  

  With this being said there is information that we have on our end that is not detailed above.

  
  

  Friday Dec. 6th at 5:54pm, we received the first contact email explaining the project that you would like the proposal for.

  
  

  Jan. 2nd Adam went out to provide a propoasl for install free of charge. ( Unfortunatly due to the rush during the busy season, scheduling within a month is typical for all local compaines)

  
  

  Jan. 7th the proposal was sent to client and the client approved it on the 8th.

  
  

  The receptionist them began to schedule the installation, communicating with the client to make sure the supplier had all material.

  
  

  On Jan. 10th the client was scheduled for install on Feb. 6th. The receptionist called to reschedule 3 days prior to his install on Feb. 3rd and rescheduled for Feb. 13th due to the snow storm the week before.

  
  

  To be fair to our client when weather affects our schedule we, go by the approval date as the the date that that client will be rescheduled to. ( For example, the clients that approved thier quotes prior to Mr. Finaly, were rescheduled for their install prior to his date so that it a impartial system).

  
  

  We fully admit that the receptionist made a human error and did not call to reschedule the install on Feb. 13th due to weather issues from the previous weeks in which when she realized she did make an error when the client called she apologized profusely and offered to purchase the client a gift card to prove that she was genuinely dissastified with herself from making thia error.

  
  

  Mr. Finaly was rescheduled to Friday and Sat, the 20th-21st prior to the weather reports of getting record level snow. Our region had an incredible amount of snow and for liability we could not have tehcncnains on the road or to access the roof. The client insisted we come even though and our Contracting division was closed and therefore we could not oblige.

  
  

  We had the following Monday saved for if roof was cleared we would have scheduled the install. The client replied that he wanted to go with another company and we respected that.

  
  

  I do understand his aggrevation with our automated email and text system confirmiung appointments. I have been working with our support team to rectfiy this issue. The automatic reminders are being sent out without there being a filter for weather cancellations. So the client will receive a text ahead that there appointment is the following day however it doesnt account for weather issues.

  
  

  In each confirmation email we state that your project can be affected by the weather and will warrant rescheduling it.

  
  

  Again, I wish that we could have provided the service we typically do and we apologize again.

  
  

  We are a family owned company and we try our best. This review will impact us for the years to come. I wish we could have provided you with resolve in another way yet, I am greatful both side can be heard.

  
  

  I pray that our future clients will take the time to read this response prior to making thier decision to choose our company.

  
  

  Respectfully,

  
  

  CC&C