Complaints

This profile includes complaints for Chimney Savers Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Chimney Savers Inc.

  895 Vt Route 12 S Randolph, VT 05060-9617

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  Chimney Savers Inc.

  PO Box 246 Randolph, VT 05060-0246

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:03/02/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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.

  Date of transaction: 2/24/2023 - 3/1/2023 Amount of invoice: $279 Commitment from business: Chimney cleaning and estimate for installing a (or potentially two) woodstove and chimney liner.Nature of the disupte: Services not provided: Chimney cleaning and quote/estimate (they sorta provided a quote that was outrageous, then rescinded it). Whether or not the business has tried to resolve the problem: They were communicative for a bit, but then got terse and finally refused to acknowledge the problem, and demanded payment, threatening "proper steps will follow".Invoice: #***** Details:We setup an appointment with ChimneySavers to clean our chimney and provide an estimate on installing a wood-stove insert and chimney liner that we had selected.Their technician arrived at the appointment time, and after taking a quick look said that the chimney did not need to be cleaned as we were going to install a liner. He took some pictures and said they would get back with the estimate/quote in a day or two.Couple of days later, I get an emailed estimate that is outrageously expensive. The quote included 60$ per foot for removing a tile liner that doesn't even exist, and 123$ per foot for a liner that costs 30ish$ per foot to buy. I asked for more clarifications and breakdown of the 123$ to see if it included labor per foot. Also informed them that since our appliance came with a liner, this line item was not necesssary. They responded by curtly saying that they would not break down the estimates any further (what are they hiding?), and that they were not comfortable installing the brand of the liner included with the applicance (probably becuase they won't be able to mark up the price?).Anyways, at this time, we no longer want to work with them. At question, is their invoice for teh assessment and cleaning. I'm contending that since no cleaning was performed and their assessment did not result in a quote/estimate, this invoice is frivolous and thus should be rescinded.

  Business Response

  Date: 03/05/2023

  This appt. was scheduled for a chimney assessment to provide the customer with a quote to reline his ******************** for a future wood stove. Our service fee for this assessment for one flue is $279. This was discussed with the owner prior to the appt. Whether the flue needs to be swept or not we still perform a level 2 inspection to determine if the chimney is suitable to vent a wood burning appliance. In this case it was not and needed to be relined to vent a new wood burning appliance. We then provided the homeowner with two quotes. One to install 2 liners for future wood stoves and another quote for masonry repairs above the roof line. Both quotes were requested by the homeowner. The owner did not agree with the service fee of $279 because we do not sweep the flue. But we still performed the level 2 inspection and chimney assessment. The owner also did not agree with the price for repairs. We then broke down the quote and itemized it for him but again did not agree with the price. Throughout this process we were more than willing to explain why we charged the $279 service fee for the chimney assessment and explain the cost for recommended repairs. I spoke to the owner after receiving this complaint to clear things up and decided to remove and delete his invoice since he was not satisfied with our service. We have decided to part ways and his account has been archived along with any service reports, invoices and quotes from our system.
  

  
  

  Customer Answer

  Date: 03/06/2023

  Better Business Bureau:
  
  I have reviewed the response submitted by the business in reference to complaint #********.

  With this response, they seem to be trying to somehow justify their fee and portray martyrdom. However, during the phone call with their representative,  they did agree to removing the charge, which I take as agreement to the complaint that their service did not provide any value to us. We have a couple of other free estimates scheduled which promise to do more than what ChimneySavers provided during their visit.

  But, with them removing the charge, I no longer have a complaint against them, other than a warning to fellow customers to be aware of their predatory behavior.

  I understand that by choosing to accept the business response that my complaint will be closed as resolved. 
  
  Regards,
  
  Manoj Path