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Business Profile

Chimney Cleaning

Fireplace Pros
BBB accredited business seal
BBB Accredited BusinessA+Rated by BBB

Complaints

Customer Complaints Summary

  • 2 total complaints in the last 3 years.
  • 0 complaints closed in the last 12 months.

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The complaint text that is displayed might not represent all complaints filed with BBB. 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.

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Complaint status

Complaint type

  • Initial Complaint

    Date:11/18/2022

    Type:Customer Service Issues
    Status:
    Resolved
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    I want to start by saying that Patrick was amazing during the inspection - what a friendly and knowledgeable person. Mary has also been amazing when I've called her. However, I think there's a miscommunication. I paid $259 for an inspection report on 9/12, but I'm still waiting on the report. I've reached out multiple times (3 emails, 1 ******** message, 3 phone calls). I was told that I'd get detailed information about what was found along with quotes for fixing the problems and I haven't seen any of that information.

    Business Response

    Date: 11/28/2022

    We apologize for the miscommunication. We were looking into the issue that we came across and found that you needed a mason to help fix your issue. We thought that was expressed to you in a previous conversation. We are sorry we didn't convey the proper information the way we thought. We have refunded your $259 inspection fee for being unable to remedy the issue and for not getting you the proper information in a timely manner. We want to make sure we have the best information to give our customers and make sure we do it fast and efficiently when regarding their chimney and fireplace. We will use this as a learning tool going forward to ensure complete customer satisfaction. 

    Customer Answer

    Date: 11/28/2022

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

    **** ********

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