Complaints

• Initial Complaint

  10/21/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I called this business stating my issue was to check the flutes on the chimney for a noise/vibration I felt in my home different times during the day but its everyday. The girl I spoke to said that the owner would definitely see if he thought the noise was coming from the flute/chimney. I had an appointment and they canceled due to rain since they do not go on roofs if it just rained or is raining.Appointment was set and ******* came to the door. He went to where the fireplace was and looked at it and did not even take out the board that was in the fireplace to keep the draft from coming down. He said there was no fan that would possibly cause the noise you are experiencing. I said I knew there was no fan near the unit. I said I called you to check the flutes on the roof. The flutes are extended and high off the chimney. He said they look fine. I said aren't you going to inspect them and go on the roof, he said no need to. He said that is $ ******. I said for just coming in to say I have no fan on the fireplace. And I said you did not even go on the roof. Then he went on to tell a story about another homeowner (who cares). I called the business two times showing my disappointment and saying I want a call back. Still waiting. I talked to a few people and they said why did I pay him if he did nothing. Well, I was alone and did not know what else to do.Disappointed in this business - he should not be in business. I am curious why he did not go on the roof - why did he cancel the appointment when it rained a few weeks back if he was not going on the roof. Something is not right about this business. I want my money back because this call was not worth $ 109. I would say maybe $ 20 for his time and gas.

  

  Business response

  10/22/2024

  Were very sorry to hear that you were unsatisfied with the service. The technician had come out to your house before stopping in the office for his paperwork and therefore was not fully prepared with all of the notes from the office regarding the previous conversations. He did not access the roof as he didnt feel it was necessary for the particular concern you had, and again was not aware that was the main purpose for the service call. There was nothing intentionally shady or misleading about his actions, it was just an honest mistake in not being fully prepared.
  
  In regard to not calling you back, you had only called the office once (not twice)and left a message stating your disappointment. You followed up the call with a text message almost immediately, which was replied to, so we were aware you were still expecting a call as well.
  
  We have 2 solutions to offer:
  1- We would be happy to make it up to you by sending out another 2-man crew to access the chimney from the roof and check everything to your satisfaction.
  2- We can send you a refund for the $109 service call as the appointment did not meet your expectations. 

  Customer response

  10/31/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.  

  I am requesting a refund for this service o $ 109.00,   I do not want anyone from this company to come on my roof.

  
  

   

  I am asking for a refund.   I DO NOT want anyone from this company to go on my roof now.  
  
  Regards,
  
  **** ******

*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. ↩