Complaints

• Initial Complaint

  09/05/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Appt. on 6/16/23, at 12 PM, for chimney sweep & replacement of stove pipe and door/window gaskets on wood burning stove. (They were nearly 2 hrs. late, and didn't call until AFTER the scheduled appt. time). When making the appointment we were told a cost of $208.95 and that the $208.95 would be deducted from the total for any other work that was done. My husband was in the back yard the entire time and never saw them take a brush to the chimney, although they did take off the chimney cap. I was in the house the entire time and never heard them brush the chimney. Near the end of their call a shop vac was brought in and one of them vacuumed out the inside of the stove – for quite a while! I watched, wondering why, as my husband had already done that at the end of the heating season. There’s a fixed baffle in the stove and the stove pipe and chimney CAN NOT be reached from the inside of the stove. They started to pack up and I asked aren’t you going to clean out back. They looked confused. I said on the patio where the (clean-out) door is. They perked up! I already had the door open. There was a small bit of creosote - what flakes off naturally, not what would be found after a cleaning. We choose Kicking Ash due to their connection with Broadway Fireplace & Décor thinking they would have knowledge and availability of replacement equipment. We have never heard from Kicking Ash again, regarding the gaskets & stove pipe we requested when making the appointment or an estimate on work they reported we need done. I email them 8/29, 30, 31 and although they replied to each email, the replies were not direct to the concerns. At this time, we do not want to continue a business relationship with them. They were late, didn't know where the clean out was, or follow up on the parts requested when the appointment was made, a brush was not seen, and they only supplied one photo of the chimney-not the before and after they stated they had and that we requested.

  Business response

  09/05/2023

  To whom it may concern

  When we arrived, we removed the cap from the top of the chimney. from there we used a viper system to sweep the liner servicing the stove. Yes, this is not a fireplace, this is a free standing stove. Once, the technicians were able to remove the small amount of loose soot and debris buildup, they were able to see that the current liner system was damaged and had significant amounts of discolorazation in the system. At this point, they determined that there was no need for further servicing of the liner with chemical treatment as the damage was already prevalent. Once the sweep has been performed, we can also provide a chemical treatment of the liner system to remove further glazing creosote from the system if needed. But we would not upsale a customer to this treatment knowing that it would still need to be replaced. This would be unethical. Once this damage is noted, we then only have the solution of replacing the liner with a new system that is compliant with the new 2020 EPA standards. Therefore, we can not simply replace gaskets around the door or glass if we know that this will not address the fire hazards that remain in the current chimney liner system. I sent photos showing the damage, but, if needed, I can submit them as well to the BBB. I have informed the home owner of the damage and offered to send them qualified companies that also offer these repairs as well. 

  Thank you

  Customer response

  09/11/2023

  Below is the email I sent Kicking Ash in its' entirety.  Much of it was in the complaint I filed with BBB.  There are pictures taken 7/19 that I sent to them in this email on 8/29.  When I asked Kicking Ash for the before and after picture from June 16 that they claim to have sent to my husband - they emailed ME the 2.jeg below.  They cannot supply a before and after photo of the cleaning because there was no cleaning.  
  
  We are aware the chimney needed additional work, but they never contacted us again with an estimate of liner replacement or availability of the parts we knew we needed and requested at the time the appointment was made.  
  
  They provided very poor if any service.  My husband was in the back yard the entire time and never saw them take a brush to the chimney, although they did take off the chimney cap.  I was in the house the entire time - 9' from the chimney with the door open and never heard them brush the chimney. They didn't even know there was a clean-out door on the chimney.  
  
  When making the appointment my husband was told the work would be $208.95 and that the $208.95 would be deducted from the total for any other work that was done.  At this time, we couldn't feel safe with chimney/wood stove work completed by Kicking Ash in relation to having a burning fire in our home, so we are requesting a refund.  
  
  They did an inspection at most and then they dropped the ball.  We'll except a refund $133.00 of leaving $75.95 for their inspection call.
  
  
  **** ** ******
  

  
  

  Business response

  09/12/2023

  We provided pictures of the system once the sweep was completed. We have the signed work order from the customer agreeing to the services rendered. We cannot give a quote on the just the parts they were looking for as there was significant fire hazards in the system noted on the report after completing the sweep. We are not sure how the total of $75.95 was arrived at as our inspections are not 75.95. As stated, we performed the sweep and inspection, received payment for the serviced and have signed documentation by the homeowner agreeing to the work completed and report of inspection. However, if the custumer would like a quote on a liner system, and would decide ot move forward, we would of course honor the agreement of discounting the repairs by the amount paid for the sweep and inspection. Please note that because the current stove in not compliant with the EPA 2020 standards, this also prevents us from just installing parts on a stove that is no longer covered by EPA standards. Thank you. 

  Customer response

  09/16/2023

  Kicking Ash still hasn't address the point that my husband was sitting in the backyard the entire time the Kicking Ash represetative was on the roof and never saw them brush/clean the chimney.

  See the points noted on the customer copy I signed.

  1. "WORK PERFORMED Sweep & inspection"  This is a notation from the call initiating the appointment.  Meaning that's WHAT WE REQUESTED, NOT what the service person completed.   

  Most importantly, you continue to state that the chimney violated code and could not be used, so what was the (ethical) point of cleaning a chimney? 

  2. "Got pics before & after Sweep." We never saw pictures.  

  3.  sent picture to email - ***** NEVER got any pictures to his email.  NO pictures were received until AUGUST 31 (and they were sent to my email) the photo shot down the chimney is what I sent you on August 29 taken by another business, because ***YOU NEVER contacted us again with parts or cost estimate for needed repairs.
  

  **Most importantly -what was the ethical point of cleaning a chimney that violated code 
  

  As I stated in my original email Kicking Ash never confirmed availability of the parts we requested: stove pipe (which would include an elbow not noted), gasket (unnumbered on the signed copy but only noted as 5/8 or 3/4,and provided no price on the relining.  
  
  Regards,
  
  **** ******

• Initial Complaint

  05/12/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On February 28, 2023 I entered into a contract with Kicking Ash Chimney. Chad who is the OWNER and discussed the problem and the process of fixing my chimney. Half down $1600 and the other half at completion. CHAD sent out the “crew” to repair my chimney. Project was completed March 6, 2023. 2 weeks later I noticed water upstairs in the chimney area. I called Chad/office left a message and also sent. Email. Of course Chad acted like he was willing to help, he was Not. He DID NOT even send a crew to see what was going on. As of May 12, 2023 I have not heard from Kicking Ash or CHAD. My antenna should have went up when I didn’t see no truck with company name and Chad was a very fast talker. He handle it all never did an office person or any or staff speak with me or have any contact ( no counting crew). My $3100 plus is a lot of money, and know he is not returning my calls/emails.

  Business response

  05/13/2023

  To whom it may concern. We have yet to receive any requests for concern through our office here at Kicking Ash Chimney Service. However, it appears that the consumer has been dealing direct with an associate of Kicking Ash. Once the complaint was issued, we have researched all invoices, proposals and scheduled appointments for this consumer. The original proposal that was submitted was for masonry and crown repair on the chimney. It also was for new flashing around the chimney and a new furnace/water heater liner installation to bring the chimney up to today's codes and standards. We have completed the work on the proposal. We have reached out to the consumer and scheduled an appointment for Monday, 05/15/23, as a follow up to see if there are other concerns with the chimney that need to be addressed. If so and under warranty, we will address them at no charge. If there are roof concerns, we will take photo documentation and forward to the consumer as to what other repairs may be needed that are not chimney related and advise as to the next steps. Thank you

  Customer response

  05/15/2023

  I am rejecting this response because, the person who responded is who? I have talk to and paid in FULL CHAD. It is not the Roof. My Insurance carrier came out and inspected the roof. It is the chimney and that is also what Chad said when he gave me the estimate. We are NOT playing the blame game here. Up hold your Team and the Warranty and resolve the issue. 
  
  Regards,
  
  ******* ******

  Business response

  05/17/2023

  Our associate and crew member were at the residence on Monday, 05/15/23 and resealed the flashing around the chimney and also took final pictures showing the counter flashing under the shingles which indicates proper installation. This was completed under warranty and no additional charges were added. The chimney flashing is installed correctly. If needed, we are more than willing to supply photo documentation. Please note that we do abide by any legimate warranty issue. Thank you.

  Customer response

  05/18/2023

  I accept the business's response to resolve this complaint.
  Regards,
  ******* ******

• Initial Complaint

  11/08/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I requested two quotes from Kicking Ash Chimney Services. One for a partial chimney removal with all associated repairs / sealants and one for a full chimney removal and patch. The two quotes came to $4800 for the partial and $6620 for the full. Chad J******, the employee that inspected the site and gave the quotes, upsold me to the more expensive job, ensuring they were capable to do the work and source all the materials. After I agreed to the full removal plans, Chad asked for some details such as siding info for my home and what timeframe was best. I communicated that I didn't have the siding info because it was replaced in July of 2020 and we didn't own the home at that time. Again, Chad ensured me this would not be a problem because they would get a sample from the house to match it and order it. Where it all went downhill is when they demolished the entire chimney before taking the siding sample to discover they couldn't source the siding. The job was scheduled for 10/17 - 19 but took 20 days with my home being exposed to the elements for 18 days due to a hole in the foundation and gaps in the siding that were not covered. If Kicking Ash had taken the siding sample first, I would have opted for the cheaper job that didn't require siding work and my house wouldn't be mismatched with a brick veneer stripe. Additionally, not only did it rain multiple times in the 18 days my home was open to the elements, once a mason arrived to do the brickwork for the patch, it was not the person I was told would be there. The person that arrived did not speak English and drank beer on the job. When I tried to call Chad about the language barrier and my concerns, he told me "Well yeah, they're Mexican" and that it was not his problem but the contractor who was hired to do the siding. I'm extremely displeased with Kicking Ash due to Chad J******'s lack of communication and planning, and his unprofessionalism. 

  Business response

  11/14/2022

  We here at Kicking Ash Chimney Service reached out to the homeowner last week and came to an agreement.  We agreed to a refund of $1,000.00 and we have issued the check to the homeowner which has been processed through our bank.  We are satisfied with the outcome and the customer has agreed to remove the complaint.  Thank you!

  Customer response

  11/15/2022

  [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 accept the business's response to resolve this complaint. Jeremy J******, the owner that spoke with me to resolve my complaint, was great to work with and I’m disappointed that the project wasn’t solely managed by him.

  
  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. ↩