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:04/06/2023

  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 early October I called up Above The Rest Chimney Service and set up an appointment to have my chimney cleaned on December 15th. When that day arrived, ****, the owner of the business, came into my house removed a small piece of insulation stuffed into my chimney flue and then decided to check the chimney from above. He climbed up his ladder, peered into the chimney for a few minutes, and then came back down to report that he recommended a liner. He charged me $95 for five to ten minutes of his time and then left for another job without doing any cleaning of my chimney whatsoever. I sent him two follow up e-mails expressing my discontent with the fact that he did no cleaning and asked him to get back in touch with me. He never did.It was aggravating because I could not burn wood this heating season without risking a chimney fire from creosote buildup. To find another chimney sweep to do the job at that point would have taken another three months since they are in high demand at that time of year.

  

  Business Response

  Date: 05/11/2023

  See attached response 

  Customer Answer

  Date: 06/05/2023

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  This letter is a rebuttal to ********************* letter regarding my complaint about the lack of service I received on December 15th, 2023 (Case # ********).   I hired **** from Above the Rest Chimney Service to clean my chimney which he never did.  Instead he charged me for a five minute inspection which I never requested. 
  
  In ***** letter he makes mention of the fact that he never received any e-mails from me regarding my discontent.  Yet, I e-mailed him twice voicing my dissatisfaction and asking him to remedy the situation.  I have copies of both those e-mails.
  
  **** recommended that I have a liner installed in my chimneya fact that I already knew.  However, liner or no liner, the chimney still had to be cleaned.  I have contacted several sources regarding liner installations (i.e. my local stove shop which installs liners, another chimney sweep, and three sources on the internet) and literally every source indicated that a chimney should be cleaned before having a liner installed.
  
  So why didnt **** clean my chimney?  In his letter he states that he does not clean any chimney that is unsafe to use.  I cant help but wonder what kind of chimney sweep doesnt clean a dirty chimney, especially if it is standard protocol of the profession to clean a chimney before having a liner installed.   It doesnt make sense.  If that is his policy, odd though it may be, wouldnt it be prudent to make that known to his customers beforehand?
  
  Thank you,
  
  Ben 

  

  Business Response

  Date: 06/14/2023

  See attached response