Complaints

• Initial Complaint

  03/28/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We had them come in November 2021 to do a chimney inspection as our chimney was leaking. We schedule their services based on what they told us was the issue for January 2022 & paid about $2k. They provided a “custom cap” (however had to come back out because their “custom cap” wouldn’t fit) and sealed the chimney to prevent any leaks. The leaks persisted. They came out a few more times to “fix” the leak (they “re-sprayed” it). After coming out to my residence 4 times, they finally said that our chimney needs a cricket installed to divert water-flow and this is a code requirement and a roofing company needs to do this. If this is a code requirement, why were we not told about this at the time of the inspection? (When I asked this question, I was told the code book is huge and they don’t know it all - even though this particular code has been a requirement since 2012). After speaking with the owner Jay last week, and getting the run around, and a promise to call me back, I’ve had no such luck. I feel lied to & deceived in order to get $2K from us and no resolution from the company to get this issue fixed. If we were told up front that we needed a roofing company to fix the code issue on the chimney, we never would have used this company. Oh! And the roofers that have come out to give us estimates have ALL told us the “custom cap” we had installed by a cleaner chimney, is in fact not custom for our chimney. And basically we have gotten ripped off (per the 3 roofing companies we’ve had come give us estimates). This company is not up front, and their customer service sounds nice, with promises (obviously to get you off the phone or hope you don’t call again), with no follow through.

  

  Business response

  04/05/2022

  This complaint really does bother me. This complaint bothers me because the things that were done to this chimney helps to keep water out of the home. We went out to the property multiple times to try to find the leak and fix the problem and the customer still had a leak. We then presumed that it was coming from the roof area, and recommended them call a roofing contractor The repairs that we made to the chimney still needed to be done, if not they would have had a leak from those points eventually. All of our chimney caps are custom made and I urge anyone to come to 1020 A Northwest Blvd in downtown Winston to actually watch them be made. The things said about me and our company are not who we are, and I feel this situation could have been handled differently.

  I do feel like this is an unfair assessment of who we are and am hopeful we can get this resolved. We did everything with professionalism and respect. 

  Customer response

  04/05/2022

   I am rejecting this response because:
  All 3 roofers who came out to give us an estimate told us our "custom cap" was not in fact custom at all. Which kind of makes sense as they had to come back out a different day because the original cap they brought, wouldn't fit. They also said they see this everyday with chimney companies basically slapping a Band-Aid on the problem and hoping it would fix the issues. I stand by my statements that we did not need your services, and had you been upfront about all of our options, we would never have used you other than to do the inspection and later, come out and check the gas logs. Had our chimney still been leaking after we picked whichever option, that would have been our fault, and not yours. Your comment to me saying that the chimney code book is so big you don't know everything does not give me confidence in your company to do business with. The fact of the matter is this comes down to being upfront, honest, and transparent, which we feel you were not. We needed a roofer, which should have been told upfront because it is a CODE ISSUE. A requirement, if you will. Now, I am going to have to pay $7k to fix our chimney AND install ANOTHER brand new cap (all 3 roofers showed us the same cap we needed.... which makes me tend to fall on their side of this particular issue). 

  The guys who came out and sprayed multiple times were very professional and courteous. That has never been the issue. The issue, as stated above, is that we were not told upfront all of our options, and feel deceived into using your services.

  We tried to handle this differently, and your promise to "call me back tomorrow" turned into over a week of no return calls. At the end of the day - the only resolution we find acceptable, is a refund. If that happens, I will remove all my complaints from the BBB and any negative online ratings and call it a day. So that I can go spend $7,000 on an actual fix. 

   

   

  
  

  

  Business response

  04/13/2022

  I am sorry that you feel this way about our company. We went above and beyond to try to help you. I understand what bad reviews and complaints do for a our name and reputation, as weve worked so hard to obtain a good reputation. We did repairs that were needed for water entry, that is our protocol. The guys did exactly what they were trained to do with professionalism. I do not feel that we mislead anyone. I wish you all the best in the future.

  Customer response

  04/13/2022

   I am rejecting this response because:
  
  In the future, I would recommend your "chimney inspectors" know the code book on chimneys... since that is the 1 thing your company handles. It baffles me that you don't see you've misled anyone... All 3 roofers we had to our residence for quotes stated they see this from your company (& others like it) all the time. I will be looking into further action. 

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