Complaints

• Initial Complaint

  12/14/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  9/22/2021 = Hired and paid company **** for a Dryer Vent Cleaning + Chimney Inspection ***** We were told the chimney was safe to use and didn't need a cleaning but they recommended coming out again in 2022 for another inspection and cleaning. 10/13/2022 = Hired company again per their recommendation for a Chimney Cleaning (includes inspection) **** Level 1. They recommended fixing the mortar damage in the firebox for $** (we paid for both that day). Was told the fireplace was safe to use. We used the fireplace twice since 10/13/22, and when cleaning it out ourselves with a broom and dustpan in November, we noticed the repair job was cracking and mortar missing throughout. I then found out that this company isn't licensed by ***** and doesn't have any credentials, including industry certifications (**** *** *********. I notified company that we wanted a refund and was given an *** refund for the poor repair work. We met with a **** **censed contractor specializing in fireplaces last week (also holds curren* **** *** **** *ertifications), and were notified fireplace is not safe to use in its current state (needs repairs and a proper cleaning as creosote buildup is abundant). Pictures from their report are attached. Chimney is extremely dirty (Tidewater Chimney Sweep didn't clean it properly on 10/13/2022) and there are several issues that must be corrected before it can be used safely -- both inspections by Tidewater Chimney Sweeps on 10/13/2022 and 9/22/2021 were negligent. We're very fortunate that a chimney fire didn't occur and are still concerned with the harmful fumes we've breathed. We paid a total of **** to Tidewater Chimney Sweeps. We have received a *** refund from them, but we are requesting an additional **** *efund for the poor cleaning and inspections. Tidewater Chimney Sweeps can keep the $*** for the dryer vent cleaning (that's what their website lists as the price). ****************

  

  Business response

  12/15/2022

  We were contracted last year for a dryer vent cleaning and fireplace inspection with cleaning as needed by the customer.  One of my technicians went out and performed the job as written and as we have done for the last 7 years that I have owned it.  Our policy is to recommend inspections with cleaning as needed each year so we can stay on top of safety and maintenance. This year, he had called in to the office to request another fireplace inspection and cleaning as needed.  I personally was the technician that went.  The fireplace definitely needed a cleaning, so I did that.  After vacuuming everything that had fallen, I observed some cracks on the rear wall, recommended to Darren that we repair them and that request was granted.  that I used the appropriate material to repair.  The price for this wa* **** for the cleaning and an additional *** for the repair of a few loose mortar junctions.  About a month later ****** called to let us know that the repair needed to be touched up, something that happens when you are trying to repair something 40 years old.  Something that I tell customers while I am fixing it and to let us know if it does and we will return to address it.  We offered to return to repair the repair and he accepted and made an appointment.  

  
  A few day later ****** emails me to find out our affiliations and our certifications to which I promptly reply that we used to be CSIA certified but since it didn't make financial sense, I let that certification lapse.  He goes on to ask about **** **censing, to which I explained we weren't required to hold due to scope of practice we operate under.  ****** stated to me in the email and on the phone that they "only deal with **** **censed companies", which is certainly not the case.  He failed to do his due diligence when he hired us last year and again when he hired us this year.  He failed to ask either our office or myself if we were **** **censed.  Something we would've told him.  He wrote me to tell me that he researched it and that I did in fact need to be licensed.  Upon research I was able to learn we do not.  He asked for a refund of both visits totaling *****  I replied back to him that if we weren't allowed to remedy the issue, that I would issue him a refund of *** for the repair failing.  I wrote the check and it has been cashed.  
  
  He reached out again and asked for the balance to which I declined.  I have disclaimers on all my reports stating that
  "This report is the result of a visual inspection done at the time of cleaning. It is intended as a convenience to our customer, not as certification of fire worthiness or safety. Since conditions of use and hidden construction defects are beyond our control, NO WARRRANTY OF SAFETY or function of any appliance and none is to be implied.  I have read this form and understand the apparent condition of my fireplace, appliance, chimney, and/or vent system. Furthermore I understand the limitations of this report as given in the paragraph above." 
  
  I have his signature on that form acknowledging this and have attached it. 
  The report from last year was not signed due to COVID Protocols, and I have attached that as well. 
  
  Anyone that knows our company knows how much we strive to provide an exceptional experience for our customers.  Are we perfect? No, no one is.  We make mistakes and when we do, we make it right.  We did nothing wrong either time and have already issued the refund for the repair since we weren't allowed the opportunity to make it right because it wasn't afforded to us by Darren.  
  As a long time member with **** I ask that you express our regret at not being able to provide the conclusion he is looking for.  As for our standing with **** we ask that this not reflect negatively as there isn't merit to his complaint.

  
  ***** ****

  Customer response

  12/18/2022

  
  Complaint: 1*******
  
  I am rejecting this response because:

  I've attempted to act reasonably with the owner of the company, *****, on numerous occasions over the last several weeks via email and phone primarily because of the respect that I have for firefighters.  However, ***** time and time again has displayed incompetent work and extremely poor customer service.  He was hostile and defensive with me in my sole phone conversation on December 1 regarding the improper "repair" he attempted on our firebox and when we were discussing his lack of qualifications and certifications.  He must've realized this after we hung up, as he later made a half-hearted apology via email--however, the damage had been done and I won't be speaking with him on the phone again.  

  Bottom line--Properly licensed with current certifications or not--Tidewater Chimney Sweeps didn't do what they said they'd do.  The did NOT inspect the fireplace and they did NOT clean it.  The pictures (marked with a B) are shocking and show the creosote left behind when ***** performed his "cleaning/sweep" vs. the after pictures of a reputable company (marked with an A). 

  As previously mentioned to **** the before pictures were taken after the fireplace had been used twice after *****'s visit on October 13 2022, as his company doesn't include many pictures of the actual chimney itself.  I did attach the two small pictures ***** included in his invoice from October 13, 2022 (marked with a D), and even though the files are small you can still see the improper repair and non-existent cleaning.

  The "inspections" were not performed as promised. Sticking your head up a fireplace real quick and saying it's good or it looks dirty (this is what ***** did on 10/13/2022 and his brother-in-law did on 09/02/2021) is not an inspection. A fireplace inspection is primarily to determine if the fireplace is in a dangerous condition; that is what they promised to do; and they did not perform such an inspection. 

  As such, we request all money paid for anything relating to the chimney/fireplace be returned immediately, which is currentl* ****.  Furthermore, beyond the money I'm concerned that this company will continue to tell families that their fireplace is safe to use and hide behind the disclaimer ***** referenced. While I've told ***** we appreciate his work as a firefighter, that doesn't qualify him as a brick mason or mean that he knows how properly to inspect or to clean a fireplace--the pictures clearly show that he and his company cannot do the work they say they can do.  A lower price helps no one if a customer's house burns down or they're killed in a fire or suffer health issues from breathing in carbon dioxide and other noxious gases.

  It's clear that Tidewater Chimney Sweeps is a side-job, and I'm concerned innocent individuals'/families' property and persons are going to be damaged.

  
  Sincerely,
  
  ****** **********

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