All Pro Chimney Service

[redacted] ***, I can assure you that this is a big deal to me and my company and would like to have this resolvedI didn't know about this complaint until recently when a customer brought it to my attention and so I contacted the Revdex.com to become accredited againNot to get too much into my personal life but this time last year my son was at [redacted] Hospital for almost months because he had to have heart surgeries after birthHe also has other medical issues that needed attentionI was in and out the hospital and going to 2-doctors appoints at times a weekWith taking care of him, his older brother and trying to run my business I over looked your complaint and I apologize but it was not intentional After reading what you said about the other installers saying that the liner has to be completely redone I reached to the Hearth store and the installer to get some clarification on the situationHere is what they told me; 1) The insert is being replaced under warranty because of some sort of defect (has nothing to do with our installation)2) The liner we installed is perfectly fine and they are going to re-use it but they wanted to add an extension so it goes higher into the capI'm not sure why you would say that they wanted to redo the whole lining system but like I said I just want to resolve the issue and put it behind us Also if you look at page on the owners manual for the insert, number states; "For the first few days, the stove will give off an odour from the paintThis is to be expected as the high temperature paint becomes seasonedWindows and/or doors should be left open to provide adequate ventilation while this temporary condition existsBurning the stove at a very high temperature the first few times may damage the paintBurn fires at a moderate level the first few days." Best regards, Dennis A [redacted] All Pro Chimney Service

*** *** purchased the wood insert from a hearth store who we do installations forShe is actually outside of our service area (an hour and a half away) but we did the installation
because she purchased from the hearth store we work with.
When we came out to do the installation we noticed that the faceplate which closes off the fireplace opening was too small and notified the hearth store of the issue and the would take care of that issue a few days laterWe installed the insert with a pre-insulated liner and told them that they would be able to use it even with the faceplate being small.
When they had their fire, the insert the insert and liner had some burn off from the oils and paint curing which will causes the it to smoke and give off a smellWe usually tell the customers about this after every installation (I'm not sure if that was missed on in this case but we are pretty good about telling the customers about that because it can alarm the customers so I'm sure we told them)When *** *** called she spoke to Angela an Angela told her the next time we could get to her would be the following SaturdayI was made aware of the situation and knew that the issue was the burn off from he unit and the liner which is and knew that it was not an emergency but *** *** was very unhappy about that so I changed my schedule to move her up to sooner.
When we came out they said that they noticed the smoke coming from the liner so I peeled back the insulation on the liner a little further than where it was (it wasn't going to make a difference but I did it to make them happy)The liner was connected to the insert properly and I told them that I sorry for the scare and inconvenience and I would give them a free cleaning next year ($value) even though they're outside of our service area*** *** was still upset and said she wouldn't want to use our companyHer husband said "she's just upset" and that he understood and might take me up on the offer.
This incident is unfortunate and was a result of miscommunication or lack of communication and understanding of the burn off when the insert is first usedWe install insert, stoves and new fireplaces all the time and tell our customers about the burn offThe burn off always happens but I have never had a customer tell me or complain that they had to clean the whole house as a result of itAs far as refunding *** *** the $2,200, I feel that that's just an unreasonable demandAgain I apologize that she had a scare and panicked but the burn off is a occurrence with a new installation.
Our goal as a company is to provide the best service at affordable pricesI'm proud to be he owner of my company and I stand behind our work.
Thank you for allowing me to respond to this complaintIf you have any questions or need anything else from me please let me know.
Dennis A***All Pro Chimney Service
Office: ###-###-####
Office: ###-###-####

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved] Complaint: ***I am rejecting this response because:AllPro still hasn't offered any type of compensation with regards to this matterIt is a shame that this whole ordeal had to be dealt with through the Revdex.com, in the first placeGenerally speaking, reputable company's will try to resolve customer complaints and don't overlook themI will close this dispute with AllPro once some sort of compensation has been negotiated
In regards to the stove - yes the hearth store replaced it, not AllPro's fault, and I never said it was and I'm not trying to get compensation for that of any kindThe hearth store handled it professionally and had it replaced
Please explain why it was acceptable for AllPro to not run the liner to the cap at the first installation but now all the sudden it needs to be run to the cap? Again, something that should have been done in the first place. I have videos of my living room filling with smoke, and yet AllPro fails to offer any compensation? I also have the burnt tape from the linerI will not accept AllPro servicing my chimney as a form of compensation, as I do not trust their work
Also, I understand that these "fumes" may happen the first few burns but why was their smoke? And why did this not happen the first few burns? This incident happened WEEKS after several fires in the stove had been madeTherefore, making your excuse unreasonable
I would like to put this issue behind usAgain, this was nearly a year ago and it is unacceptable how long this process has taken
Regards,*** ***

We found All Pro Chimney on Angie's List. We contacted them and two other businesses for an estimate to work on our chimney. We selected All Pro Chimney and we are SO HAPPY that we did. They are professionals, in every way. I would highly recommend this company to anyone that have a problem with their chimney.

I am very happy with the professional assessment and repairs of my chimney issues. They took the time to explain everything I didn't understand before making a decision about the work.

[redacted],
I can assure you that this is a big deal to me and my company and would like to have this resolved. I didn't know about this complaint until recently when a customer brought it to my attention and so I contacted the Revdex.com to become accredited again. Not to get too much into my personal life but this time last year my son was at [redacted] Hospital for 3 almost 4 months because he had to have 2 heart surgeries after birth. He also has other medical issues that needed attention. I was in and out the hospital and going to 2-3 doctors appoints at times a week. With taking care of him, his older brother and trying to run my business I over looked your complaint and I apologize but it was not intentional.  
After reading what you said about the other installers saying that the liner has to be completely redone I reached to the Hearth store and the installer to get some clarification on the situation. Here is what they told me;
1) The insert is being replaced under warranty because of some sort of defect (has nothing to do with our installation).
2) The liner we installed is perfectly fine and they are going to re-use it but they wanted to add an extension so it goes higher into the cap.
I'm not sure why you would say that they wanted to redo the whole lining system but like I said I just want to resolve the issue and put it behind us.  Also if you look at page 28 on the owners manual for the insert, number 7 states;
"For the first few days, the stove will give off an odour from the paint. This is to be expected as the high temperature paint becomes seasoned. Windows and/or doors should be left open to provide adequate ventilation while this temporary condition exists. Burning the stove at a very high temperature the first few times may damage the paint. Burn fires at a moderate level the first few days."
Best regards,
Dennis A[redacted]
All Pro Chimney Service

Before I purchase any goods or services, I tend to shop around town for the best quote. In this case, I contacted All Pro Chimney to see how much it would cost to replace my fireplace damper that would no longer close all the way. Rather than quoting me on a replacement, the guy I spoke with offered to come take a look to see if he could repair it instead. Immediately I thought (wow, he's actually trying to save me money) and this built a sense of trust. I didn't even bother checking with other companies like I normally do.
I ended up having to replace the damper due to severe rusting. After All Pro installed the damper, I noticed a huge change right away - there was no more draft! While the guys were up on the roof, I also asked about a rusted metal box on the roof which was an eyesore. Apparently it's for the furnace and Dennis mentioned that he had an extra chimney surround kit in his vehicle and was able to install it at that time.
Ultimately, I made two purchases that day - a damper and chimney surround. I'm just glad that I happened to find All Pro Chimney first. It was their eagerness to help rather than to sell that won me over and in the end, I am a happily satisfied customer because the added beauty and value the workmanship has brought to my home. Thank you All Pro Chimney for your level of professionalism and awesomeness!

Review: My husband and I moved into our home in 2006. We have a pre-fab fireplace. Rain water is coming into the fireplace. We called All Pro Chimney Service, and a technician came out on 9/3/2011.

The technician removed the existing chase top and storm collar. This worked for about two months. Than the weather was bad there were heavy rains. I was surprised. Water came in the fireplace.

The water came in the fireplace at the same location as it was before I called All Pro Chimney Service. I called and a technician came out. Water came in again, and again . As of today November 19, 2013, rain water comes into my fireplace. One morning there was a puddle of water in front of the fireplace. It had rained the night before. A technician came out today from All Pro Chimney Service, checked the chimney and told me that the problem was coming from the roof. I called a roofer and made an appointment. I went out to look at the chimney and this problem has nothing to do with the roof. This is a prefab chimney and the builders placed shingles on the side of the chimney instead of the proper waterproof material. I called and canceled the roofing appointment. The roofing company agreed with me. All Pro Chimney has to fix the problem, we paid $975.00 to have no water to come into our fireplace. Mold can development.Desired Settlement: If All Pro Chimney Service is not qualified to fix the problem, I would like at least half of the refund to help get the problem fixed. This is only fair, we are retired and this is not a small amount of money. Thank you for your help

Business

Response:

Thank you **. [redacted],

Pardon the delay in a reply to this case, there are not emails from you all as they may have gone into junk along with the other false Better Business Beau mail we receive.

On 28 January 2014 I left a message on the phone of [redacted]. [redacted] (###-###-####, the other phone number is dead ###-###-####) to schedule an appointment to have my boss [redacted] go out to the home and do what he can with her chimney. Our business is not in repairing roofs, or anything roof related, we are not insured for that. Unfortunately this particular chimney has roof shingles on the rakes of the chimney, which is technically not our trade. Therefore we referred the client to a roofer. This style of chimney is rarely seen as it is a poor design.

Chase covers are recommended when chase covers are rusted or if they show clear signs of deterioration, which is very common in galvanized steel chase covers. Once rust begins to form, deterioration follows. So by process of elimination we recommended having the chase cover replaced with a 24 gage stainless steel chase cover with a lifetime warranty from rust. We also replaced the storm collar to ensure that neither of these were the culprits for letting water into the home. This was created for the home and replaced, per **. [redacted]’s orders. Unfortunately this is not where the water was leaking from.

On 9/3/11 [redacted]. [redacted] was given 3 options that would possibly fix the issue with the water leaking into the fireplace. Attached is the original estimate left for the client to decide which job she wanted us to proceed with. There was an option to conduct repairs from inside the fireplace where the water was coming in from, however this option was not chosen by the customer.

I have yet to hear from **. [redacted] to have us go back out there to see what we can do about the repairs. I am calling her again today.

Should you have any further questions feel free to contact me. Our contact information is below.

Thank you,

All Pro Chimney Service

Office: ###-###-####

Office: ###-###-####

Fax: ###-###-####

[email protected]

Allprochimney.com

Consumer

Response:

February 9, 2014**. [redacted]:1. This letter is a response to a message from All Pro Chimney Service LLC about my complaint (ID [redacted]). All Pro Chimney provided a response to my complaint to the Revdex.com and a copy of their response was sent to me.2. Before contacting the Revdex.com in November 2013,1 contacted All Pro Chimney before and on the afternoon of November 19, 2013 to get the issue resolved. The morning of November 19, 2013, a service professional from All Pro Chimney came to our home and stated that there was no evidence of water coming in the fireplace from chase cover and we probably need to hire a roofer. I called [redacted] that afternoon and she told me there was nothing that All Pro Chimney could do. On the second phone call that same day [redacted] suggested we call a roofer. All Pro did not refer me to a roofer. This is when I submitted a complaint against All Pro Chimney Service with the Revdex.com, November 19, 20013.3. All Pro Chimney installed a chase cover and storm collar for $975.00. The water is still leaking into the fireplace as it was before I contacted All Pro Chimney, in 2011. After inspecting our water damage, the first All Pro Chimney technician (**. [redacted]) gave us three (3) options but told us that he had observed our type of damage in the past and suggested that we have the chase cover, storm collar installed and seal up any open joints with silicone sealant should resolve the problem. The third option was not **. [redacted]’s first analysis in fixing the problem. We chose his professional opinion, which was his first and second option. We do not know anything about chimneys or have a lot of money so we put our trust in and relied on the professional (**. [redacted]) for advice.4. Subsequently, I have found a chase cover and storm collar have a lifetime of 15-20 years. The house was built in 2006 and All Pro Chimney did the installation in 2011. Other chimney professionals that I have contacted told me the water leakage problem is coming from the back of the chimney and not from the top or inside. In the e-mail reply to you (to **. [redacted] of Revdex.com), [redacted] of All Pro Chimney acknowledges that their “business is not in repairing roofs, or anything roof related, we are not insured for that......Therefore we referred the client to a roofer”. This statement shows that All Pro Chimney knew the water leakage in our fireplace was coming from some other place other than the top or the inside when they charged me $975.00 for something that was not needed.5. On January 28, 2014, [redacted] from All Pro Chimney left me the following recorded message:“Hi [redacted], This is [redacted] from All Pro Chimney. Our phone number is ###-###-####. Please give me a call back so that I can schedule for my “Boss” to come out to take a look at your chimney. We do not do anything that has to do with roofs and shingles and stuff like that. “However because we know how to, we could probably “fix” this error with your fireplace, your chimney”. My “Boss” wants to know if water was coming in through your rakes and if the shingles are bad and we will go ahead and fix that. But it will be my “Boss” that will go ahead and take care of this. Please give me a call ###-###-####.” I saved this voice message.6. All Pro Chimney stated in their message to you that our chimney was of poor design. Pre-Fab chimney and fireplace designs are prevalent in many communities and in our community. [redacted] contradicted herself in the phone message on January 28, by saying “All Pro Chimney could probably “fix” the probable with my fireplace and chimney. But her Boss would go ahead and take care of this.” How can this be? If All Pro Chimney does not have anything to do with roofs and shingles?7. As of this letter, the phone call from [redacted] has not been returned because we have already spent $975.00 for “repairs” that were not required. After being “fleeced” on what has already been done by All Pro Chimney, I do not trust them to do anything else. My husband and I are a retired couple making ends meet. Our fireplace is being damaged even more as rain water continues to pour in (pictures accompany this letter). We must have this problem repaired. A full refund of our money is the only resolution to All Pro Chimney knowingly charging me for a “repair” that they knew would not fix the problem.Thank you—

Business

Response:

7 March 2014All Pro Chimney Service is unable to provide a full or partial refund for a custom stainless steel chase cover. We do not recommend replacing custom chase covers for chimneys unless they are necessary; showing signs of deterioration which will lead to water damage within the chimney. It is very common that water damage occurs from the chase cover, hence our recommendation in replacing the chase cover.In the case with [redacted]. [redacted], a chase cover replacement was recommended due to the visible signs of deterioration to the original chase cover, which could have had rust or holes. A custom chase cover was created for the chimney at [redacted] and installed.During our final visit to the home on 19 November 2013 we secured the chase cover which we had installed to ensure the water was not coming from there by reinstalling a storm collar and adding more silicone. The technician concluded the water was coming from the shoulders of the chimney and where the roof meets. The technician recommended speaking with a roofer due to the style of chimney shoulder being that they are roofing material. It is unfortunate that the chimney is poorly designed. These types of prefabricated chimneys usually do not have shoulders.A solution we could provide for [redacted]. [redacted] at this time is to have [redacted], himself, go out to the home and inspect for an appropriate solution. From there we will do all that is in our power to assist in correcting the area in which water is leaking in from. There is a fee for a visit and if repairs are needed those would also come with fees.Below are pictures of the work we have done and a picture of what the shoulders of the chimney look like which we have not done any work on.Prefabricated chimneys are usually constructed straight and do not have shoulders.Here is the custom 24 gauge stainless steel chase cover we have replaced along with the stainless steel storm collar. The galvanized flue and cap are the originals, cap shows signs of rust.We added more clear silicone to the sides of the chimney at no charge.Here is the shoulder of the chimney.Thank you for your time,

Consumer

Response:

March 10, 2014 1. This letter is addressing All Pro Chimney’s second response to my complaint (ID [redacted]).All Pro Chimney continues to change their “story.” All Pro Chimney’s first response letter to my complaint 02/03/2014, **. [redacted] states “Our business is not in repairing roofs, or anything roof related, we are not insured for that.” In a recorded message to me on January 28, 2014, [redacted] states “We do not do anything that has to do with roofs and shingles and stuff like that, “However because we know how to, we could probably “fix It.” Really, even though your company is not insured for repairs such as this? Would this not be a liability to them and to the consumer?2. All Pro Chimney should do their research before a statement is made in reference to prefabricated chimneys. Attached with this letter is a picture of a prefabricated chimney across from the back of my home. This chimney has shoulders! If time permitted, I would have taken pictures of at least two more prefabricated chimneys with shoulders in my community. All Pro Chimney apparently is not familiar with prefabricated chimneys. This company should have never taken the job to repair our fireplace and chimney. Again, as the facts were stated in the my letter dated February 9, 2014, stainless steel chase covers and storm collars have a life time of 15 to 20 years. Our home was built in 2006, and the replacement of the chase cover and storm collar was in 2011.3. The integrity of a company means honesty, and trustworthiness. All Pro Chimney knew that changing the chase cover and storm collar was not going to fix the problem with our fireplace. A professional contractor that has been in the business for over twenty years stated “When you come up on your roof, any professional that has been in the business can see “right off” what the problem is with your fireplace and it was not the chase cover and storm collar.” Because of this companies dishonesty my husband and I should receive a refund. There are so many repairs that have to be made to fix our fireplace. We need the money to help with repair cost. Your company ignored my last phone calls until I contacted the Revdex.com. Finally, my husband and I do not except such a dishonest offer that will include us paying you more money.