Ace Chimney Sweep Reviews (%countItem)
Ace Chimney Sweep Rating
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Let’s keep it simple: they left an absolute mess, which they refuse to own and clean up, they gave an inspection that my second and third opinions disagree with, refused to provide any estimates, and they have refused to respond in a timely and professional manner for weeks about my customer service complaints. Then they lied and said no one else has ever had a problem (a quick internet search shows otherwise.) I have the texts, emails, and phone records to show it.
Many promises to make things right, but they’ve done nothing but pay lip service. No one should use them.
Customer was not present at the time of his chimney cleaning and inspection. Our inspection and cleaning was very thorough and documented. Customer had other construction going on at the time. He called us approximately 3 weeks after his appointment to say that he had found tiny metal needles in his firebox. He felt that it was left behind by our technician during the cleaning. He did send us pictures. We informed the customer that the metal needles left behind could not have been from our technician because none of the equipment that we have produces metal pieces of any kind. From the pictures he sent it appeared to be trim nails. Our chimney brushes are bright red plastic. THe customer did not agree with the issues found during our video inspection. Every inspection we perform is completed to a rigorous standard to ensure the safety of our customers, according to NFPA and IRC standards. Customer spoke with owner on 2 separate occasions where we offered to send another technician (at no cost to customer) to go over the issues we found with him in person since he was not present for his original appointment. Customer declined. Customer wanted the results of his inspection changed but we can not do that as we are obligated to report what we find.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.
Everything they said is factually false. I have the emails, texts, and phone records to prove otherwise. They ignored me for several weeks. I did not ignore them. Their own employees texted apologizing trying to explain that this was due to a death in the family.
Regards
ACE has always been very professional and has the best rates I could find! The technicians are very knowledgable and professional every year they come out. Ashley in the office is the nicest person to talk to and always has a positive attitude. Will continue to use this company for any of my fireplace needs!
Did not provide the service requested charged me knowing an estimate could not be given did not show good faith . I would not recommend this company to come out to do an estimate because they will charge you not give you AND still will not give an estimate. I waited for 2 days , paid , and received nothing !
Customer called and requested we take a look at home inspection report of a property he was in a contract to buy and see if we could offer an estimate from looking at the pictures due to a time crunch. He emailed the home inspection to our office, we let customer know we would be unable to properly evaluate the condition and price repairs accurately from the pictures he had sent. our office let him know a chimney and fireplace inspection would be needed to determine if and how the fireplace / chimney could be repaired. Our technician met with his realtor at the property for the inspection. Our technician attempted to give the inspection report to the realtor but he would not accept. Inspection report was emailed to the customer the following day and our office reached out to the customer to explain the inspection report and discuss repair options. Customer was offered an estimate to remove the masonry chimney and fireplace and replace it with a vinyl siding chase and prefabricated fireplace, as well as another option to do away with the chimney and fireplace all together. Customer was advised to consult a structural engineer to find out if concrete slab under the chimney and fireplace had been damaged and if the home could withstand having the chimney tore down and a new masonry chimney tied into the home with out causing structural damage before we could offer an estimate to replace the masonry chimney and fireplace because the chimney was pulling away from the house. customer only wanted an estimate to replace the chimney with masonry, our office was unable to give him this bc of structural concerns. Customer was given a full chimney and fireplace inspection for the fee he was charged, we cannot guarantee repair is possible until inspections are completed.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.
[When I initially contacted the business to inquire about how to proceed getting a repair estimate done in a timely manner, they asked if I had any pictures. I replied yes, that they were attached to the home inspection report I had received and they asked me to email it to them which I did. They then called back and told me based on the pictures I was probably looking at $20,000 to tear down and rebuild the chimney and fireplace including a new stainless steel fireplace insert but to do a written estimate they would need to send a technician out to clean and inspect the chimney for a fee of $249. However, they couldn't get there until Wed 10/9 which was a day after my deadline to request inspection based repairs. So, since I needed a written estimate to negotiate repairs, I requested an extension from the sellers and waited for the inspection/ estimate to be done. On 10/9, my realtor met the 2 technicians at the property and let them in to do the inspection. He said they were probably there for about 20 or 30 minutes and then told him they needed his signature on the form to prove he had been there to let them in and also told him I should receive the report that evening by email. I never got an email that evening so called the office the next morning and asked about it. The lady at the office seemed surprised that they hadn't emailed it and said she would send the tech a msg to send it to me and I verified again that he would be sending me a repair estimate as well and she said he would. At that time I offered to pay my bill over the phone and she took my payment information. After some time had passed I called the office again and left a voice mail stating that I really needed to get the estimate to my realtor so we could start discussing it with the sellers. That night at about 8:45pm I received a call from the lady telling me that the inspection report had been emailed but unfortunately they would not be able to do an estimate for repairs since the "foundation" appeared to have settled and I would need a structural engineer to check the foundation under the chimney and under the fireplace before they could give me an estimate and also mentioned that the engineer wasn't likely able to be able to tell anything with the existing chimney and fireplace still in place. She then told me that it wouldn't be possible to do an estimate at this point because there were so many different options to choose from; did I want to do a chase with vinyl sided chimney, masonry, etc but if I wanted to go back with masonry I'd probably be looking at about $30,000. At this point I began to get agitated. I was very clear from the beginning that my sole purpose for spending this $249 was to be able to get a written estimate for repairs. That was the ONLY reason I was willing to spend the money. I already knew the fireplace wasn't safe to use as it was and I really didn't need to pay to have someone else's chimney cleaned and inspected. I understand there would probably have to be some cleaning done to inspect and some inspecting done to do an estimate BUT if they saw that the "foundation" had settled and the chimney would have to be torn down and replaced after an engineer looked at the foundation why did they need to go any further to clean and inspect? I was very upset because I made it clear from the beginning that a cleaning and inspection was not my end goal; a written estimate was. They took my money and did not provide the agreed upon service I had requested; an estimate. I received no value for my money.Incidentally, I was able to find another chimney contractor locally to come look at it and he agreed that the footing under the chimney had settled. A common occurrence in his experience. He charged nothing to come out and look at it and sent me a written estimate that evening to remove the existing chimney, footing and fireplace, pour a new, larger footing and construct a new fireplace and chimney with all new materials for less than half of this company's original over the phone guesstimate based on the home inspectors photos so it appears that they were planning on gouging me all the way around.]
Regards
Very unhappy customer of Ace Chimney. We had them come out to our home in September 2017 to do a chimney inspection, in which they said the inner liner of the chimney was good and did not need any repairs. Reason we had them out to our home was due to water damage and when it rained water was coming down the chimney and basically ruined our drywall ceiling in the family room. They came out gave us an estimate to repair the crown and replace some bricks on the exterior of the chimney. When they arrived to do the work they said that they needed to rent a lift to do the work and the cost would be passed on to us. In their initial inspection never did they mention having to rent a lift and what it would cost. Needless to say the work did not get completed that day and we ended up having to split the cost of the lift with them or they would not do the work and he didn't think he needed a lift when giving us the initial estimate. Also when they did get the lift to do the work, they drove it down our driveway to get to the house, but when they were finished they drove the lift all the way down the yard leaving large ruts in the grass. Never apologized for any of that. We have had them back to our house 2 additional times and they replaced some additional bricks on the outside of the chimney and guess what, they didn't have to rent a lift this time. The most recent time they came back to our home they can find nothing wrong with the chimney. However it just rained very hard the past 2 days at our home and our living room ceiling is in shambles once again. Drywall is sagging and water is leaking through the drywall. This will be the 3rd time I have had to repair the drywall. We hired them to fix the chimney so there would be no leaks, but it still leaks. Dustin's argument is they didn't do any work on the inside of the chimney but if I hired you to fix the leaks and it is still leaking then you did not complete the task. Even though you say that you inspected the interior of the chimney for cracks and cannot find any cracks, there obviously is a crack. We are so angry right now that if this is not resolved I don't know what the next step will be. Personally I would like my money back so I can take my business elsewhere and get this resolved once and for all.
I have used ACE Chimney before and was happy with their work. On 2/6/19, I had an appointment to have my rear fireplace panel replaced because it was cracked, as well as possible cleaning and inspection if needed. I work from home and Dustin arrived a little before 12 noon. It was a busy day at work so I told him I would be in my office if he needed anything. After a few minutes, he told me my fireplace needing cleaning so I okayed the cleaning and inspection.
A little more than an hour later, he was done and the bill was $529. I did not watch him so I asked about how dirty my fireplace was and how the outside chimney was. His response was it was dirty gesturing that a few inches of creosote came out and that the chimney needed some painted so it wouldn’t rust. Also he explained to have a small fire to cure the new back panel but the fireplace was closed up so I did not look at the time. I had to get back to work.
Later that night, I decided to start the small fire and open up the fireplace. I noticed as much as a ½ inch gap with a jagged cut on the left side between back and side panels. I could fit my finger in parts and touch the metal behind (Yes I have pictures). This upset me especially because this gap was larger than the crack in my old panel which I had been told was getting to be unsafe. As a result of finding this, I reviewed my video surveillance clips. Dustin arrived at 11:52am and left at 12:55pm. He never got a ladder off his truck to get on my roof and check my chimney. He got the poles out of his truck for cleaning at 12:02 and put them back at 12:05. Needless to say, I was upset. I had paid for services that I did not receive as well as got a very poor quality job.
The next morning I called ACE Chimney and asked the lady that answered first to verify what services I should receive for the $179 cleaning and inspection. I was told it includes inside and outside roof inspection, running video camera down it and the actual cleaning. Explained the above including that I have videos to back my claims, as well as expressed my dissatisfaction with the gap and jagged cut of the panel. It seemed unsafe. She said she would talk to Dustin.
Dustin called me early in the afternoon. Went through the above again and let him know I was upset to have paid for services I didn’t receive. He finally admitted he did not get on the roof or run the camera because that is for “mason fireplaces only”. (Why do they not tell you that on the phone prior? Why do I pay that price then? Why did they do all these things last year?) When asking about having the pole out for 3 minutes, he said the fireplace wasn’t that dirty. (Why did he give the impression the day before it was extremely dirty? $179 for 3 minutes?) When discussing the back panel gap and cut, he said they are difficult to cut!! (Isn’t that why I paid a supposed professional to do it?) Offered to patch the gap (I guess using caulk or a mortar type material?!?) but previous panel was not mortared together.
In conclusion, I got a full refund. I never mind paying for professional services I need but I expect a professional job as well as getting ALL the services I pay for. What has happened to ethics and professionalism? Thank goodness for my outside cameras!
I have struggled with posting this review because it is something I have rarely done. My brother though made a good point. If they did that to you, they are probably doing it to others and they should be warned. BEWARE!
I will correct my review from yesterday. Brittney( the President of the company) called me and agreed to refund my money due to my unhappiness. I also want to say that the reception I called to file the complaint with was lovely and helpful. Brittney was also very kind and apologized for the misunderstanding. A company that will call and help to make things right is alright with me.