Complaints

• Initial Complaint

  02/01/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  1/26/2024 I contacted Professional Chimney sweeps to do my annual cleaning on the fireplace. It took them over a month to get me on the schedule. This is the 1st time I used them. Two folks came out, one in training to perform there service. I don’t like to bother people doing work at our home, I trust they will do what they say. They told me in a little under an hour they were done and wanted to go over a couple things. The lady who set the appt said they had to use a camera and video for inspection purposes and that why it cost over $325. We sat down after the inspection and it felt like a script for a salesperson and they began to go through the report. Again I have had my chimney cleaned every year and this was the 1st time I had a report, never mind all the stuff they said was wrong. They put a STOP use on my fire place and said it was unsafe. Not to bore you with details, but I said no problem get me an estimate together and lets see what we can afford to do. He said they would have it to me On Monday along with the video, service was on a Friday. I had to contact the gentleman who performed the work to get a receipt which was not provided. He did and I thanked him. Wednesday came and I called the company back to check on the video and the estimate so we could get going. It is cold out and we use the fire place regularly for heat. Since we received the STOP use we have not had a fire. The lady in the office said it would take 2 weeks for and estimate. One would think that if the situation was as serious as they said , they would get back to me like the guy said. This has put us in a bad situation. The lady said that if I didn’t want to wait they would remove me from the task manager,

  Business response

  03/05/2024

  You contacted our company on 12/08/24 10:27AM and requested to be scheduled. *** got all your information, put you in the system, explained the process of what we do, that is takes about 2 hours on average and what codes we follow even explaining the changes that happened in the codes around 2020 & that prior inspection done were most likely Level 1’s which is a lot less involved than a level 2.
  
  After agreeing to the price, scheduled day, and estimated time of arrival you were scheduled for 01/26/2024 and sent a confirmation. You were also sent a reminder 24 hours before your appointment.
  
  During this time of year, yes, we are more than a month out as we are extremely busy so much so at times, we have to turn work away. We work on a first come first serve basis and do not put anyone ahead of anyone else. Meaning people who have inspections done prior to you are in line to get their estimates first.
  
  We typically send a Tech w/ a helper/trainee on jobs to help speed them up & be safer.
  
  The cost of a Sweep & Level 2 inspection was $330
  
  Your estimated time of arrival was 1-3PM. We arrived at 2:35PM after giving you a call confirming we were on our way with a better ETA. (22 Minute drive time)
  
  We arrived at your home and began work at 2:35PM and was not finished and leaving your home until 4:51PM a total of working time at your home of 2 hours and 17 minutes. 15-20 minutes of this was going over the inspection report with you & answering all of your questions.
  
  Our technicians wear body cameras and at no time were you told that you would receive an estimate or video on Monday. In fact, you were told “We don’t send out the video scan of the inside just the pictures from the video because we can’t email the video.” The technician also explained that your cap was not properly secured because your flue tile does not meet code and is only ½” out of your crown and it requires 2” so your cap is barely hanging on.
  
  The technicians were very professional and courteous throughout the entire process and your inspection form that you emailed to you has all of the pictures of the issues along with the code requirements we are required to follow for your convenience and peace of mind, so that you know why you are red tagged as unsafe to burn.
  
  At time were you black listed as you say and when you called on 01/31/24 the conversation was exactly 54seconds long with a transcript of
  
  (*****)” your guys were out here on the 26th to do a chimney sweep uh and there is some work they thought needed to be done and I am just waiting on a estimate.”
  
  (***) It usually takes 10-15 business days from the day of your appointment to get an estimate this time of year.”
  
  (*****) well you guys have a stop burn on this and your telling me I need to wait 2 weeks?”
  
  (***) yes
  
  (*****) That’s not cool, not cool at all so alright I’ll find someone else.” At which point you hung up.
  
  (*** then texted you) “Per our conversation, if you are choosing to go with someone else to do the work, we will be removing you from our task manager for an estimate. If this changes, you can call the office (865) 637-1817.”
  
  (***** Response text) “2 wks for an est is unacceptable. I would recommend speeding it up to get more business. Just a thought. Thanks”.
  
  Recap: We performed a proper level 2 inspection and found issues you did not like. Just because someone did a lesser job in the past does not make us wrong for bringing up an issue which we have codes backing us to support our claim. You were sent your invoice and inspection. You have falsely accused us of lying to you, being unprofessional, black listing you, threatening you, and hanging you out to dry when you chose to not wait your turn…
  
  The red tag is there to alert anyone who attempts to use the system that there is a safety risk and that it should not be used. It does not entitle you to an expedited estimate for repairs.
  
  You even contacted us about your cap on 03/01/24 after it blew off in the strong storms with high winds that we had, and we came by that day and put it back on at no charge explaining again it is not on properly because you only have ½” of tile and code requires 2”.
  
  It saddens me greatly that you would blatantly accuse someone of such falsehoods, and I am very thankful for the technology that we have now days to find out the truth.
  
  All phone calls are recorded.
  
  All techs wear body cameras.

• Initial Complaint

  07/25/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I needed to have my pellet stove repaired for room air because the motor wasn't working. I am a senior citizen and a disabled veteran. I feel that this company took advantage of me because of my age. I contacted Professional Chimney Sweeps and they came out of 6/29/22. Before they came out, I cleaned and vacuumed out the entire unit and chimney. When the two employees arrived, they came into the basement to look at the pellet stove. Frist thing that that they did, was to take off the motor and one of the employees took it out to their van. The other employee started to clean the pellet stove and I told him that it wasn't necessary. I explained to him that I had already cleaned it thoroughly. I then asked the employee to look inside to see how clean it was. The employee said it was required and vacuumed it anyway. About 5 minutes later, the other employee came back inside with the motor. He told me the motor was bad. The employee said the part could be ordered, but had no idea how long it would take to get the part. They charged me 300.00 for this visit. I then called a neighbor who is knowledgeable with electrical stuff and part down test equipment to test the motor. He took a pigtail and plugged it into the motor, then plugged it into the wall and the motor started right up. The motor was NOT bad. I then called the manufacturer of the pellet stove. They said they could test it over the phone to determine if it was actually bad or not. I had my neighbor come down to work with me and the manufacture on testing the unit. The manufacture walked us through a troubleshooting exercise and they said that the computer system was showing an error. It appeared that someone in my home hit a button by mistake. The manufacture walked us through how to reprogram the system. Then the manufacture had us walk through a series of test and determined nothing was wrong with my motor. I called PCS and asked for my money back. They were rude and refused.

  Business response

  08/24/2022

  Business Response /* (1000, 7, 2022/08/09) */ See scanned documents

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