Complaints

• Initial Complaint

  04/04/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  We hired them to clean our chimney. The technician tried to upsell the $99 advertised service to $2800. We agreed to have their deep cleaning done. We were guarantied by their technician that with their deep cleaning the smell of smoke would be gone although it could take up to 2 days. We paid over $700 for this service. After the technician was done, the chimney did not look or smell any different. The tech again guarantied us that it would be gone in 2 days. When it was not any better after a week, my wife called to inquire what the next step would be to resolve the issue of our house smelling of smoke. The extraordinarily rude person who answered the phone (********) told her that the results were what they were. That some chimneys will just always smell, and that they would not return to try and correct the problem in spite of the fact that their technician guarantied us that the smell would be gone. ******** became increasingly hostile when my wife asked why the tech said what he did. She then offered a $150 refund (which has not been received) and barked at my wife that the chimney needed to dry out for several months for the smell to go away and that when it became damp again the smell would likely return. This is obviously not even close to what we were guarantied by the tech, and we would have certainly not agreed to have the service done if we were made aware that this could likely be the result, or at the very least gotten a second opinion from another company. They clearly charge for the service without any consideration given to the results of the service. They used scare tactics including telling us in the event of a fire we could be sued if we did not have them perform the repairs they suggested. The unfortunate part of this type of business practice is that they have no doubt had some success scaring some gullible customers into paying for these extraordinarily high upsells because they trusted them. Attached are after photos.

  Business response

  04/18/2023

  Customer received partial refund 

  Customer response

  04/19/2023

  I have reviewed the business response and accept this resolution. 

• Initial Complaint

  01/26/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I spoke to Lowes Chimney Service on the phone about a 99-dollar special/ inspection and chimney cleaning. I even asked the person on the phone that this is legit "yall will clean and inspect the chimney for 99 dollars?" The party on the phone reassured me that yes, the cleaning will be provided for 99 dollars.On the 26th of this month, Lowes Chimney Sweep came to my home for inspection and sweep. The Tech arrived and examined my fireplace. He never performed the cleaning but stated my chimney needed about $900.00 of work. HE was there to sell me services and not clean or truly inspect my chimney. I called to speak to a supervisor or manager, I have never received a call back. It's so sad a person works hard for their money and a bogus company comes and robs you. After looking online this seems pretty standard, they are at least 14 other people that this same exact scam has happened to. With some of the people falling for it and being charged thousands of dollars. I want to report this so that no one else gets scammed by this business. I was charged with no services actually rendered. I do not want anyone else to get tricked or scammed. It is easy to scare people by stating that the health and safety of their family is at risk if you do not comply. I feel it is false advertising to state that a service will be rendered for a certain price, then the opposite actually happens. I would love for them to come out and actually do the job that was agreed upon.

  Business response

  04/17/2023

  Customer received full refund. 

  Customer response

  04/17/2023

  I have reviewed the business response and accept this resolution. 

• Initial Complaint

  11/05/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Charged $1,786.00 to fix a leak in the chimney but the fix did not take care of the full problem, just improved it a bit. Now want $800.00 more to fix it even thought there was a guarantee. Very poor service and even poorer interaction with customer. There are 3 different numbers to call but they are all call centers and no way to find upper management.

  Business response

  03/23/2023

  Business Response /* (1000, 10, 2022/12/08) */ **** thank you for expressing you concerns and feedback , Leak repair can be caused from the cap , crown, tac pointing or flashing, on our first visit we found a few issues , crack repair , cleaning, cap missing,crown repair needed and flashing , we performed 3 of these jobs and completed the job . it was paid for in full , What was done you are thinking was directly to fix the leak problem , **** you continue to ask us to fix the leak in return we have advised you that more repairs need to be done , you can shop around if you would like , we also left a quote to complete the existing repairs , Thanks Consumer Response /* (3000, 12, 2022/12/09) */ (The consumer indicated he/she DID NOT accept the response from the business.) As told to you before, the chimney has never had a cap and never leaked before. The flashing does NOT leak. We were told that the repairs that were done for over 1700 dollars would fix the leak and that an inspection would be done in 2 weeks. Neither happened!! I have checked and the amount that still needs to be done would cost $200, not the $800 that you quoted. For the money already paid, you should fix for 0 dollars. The remarks that the supervisor insulted us with are not acceptable. It is no way to run a business!

*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. ↩