Batts' Chimney Services

When first talking with the customer to set an appointment, he asked about having a cleaning done, along with saying he thought he might need repairs to his chimney cap. I informed the customer that for us to come to do a cleaning (or any work) we must also do and inspection to make sure everything is up to code/standards. I also informed him the price for the inspection would be $189, and the cleaning $149. I then told him if he needed repairs to the cap like he thought that we would send him a quote with what needed to be done, and if choosing our company to go through with the repairs that the $189 would then be waived. He then said he understood, and I set him up for a service date of May 10th, 2019. I told the customer we would be out that morning. We give time frames instead of a set time due to sometimes jobs can move quicker than others, and some can take longer.
The day of the appointment our technician had to bring our work truck to pick covers up for customers from ***, then would be heading back to the office to switch to our service van to go do the inspection in ***. Our office where he leaves from is in ***, so I drove the van to meet him at the customer's house to save time, as due to it was getting closer to 10 am. I had spoken to the customer before leaving the office and let him know this. I spoke with him at 9:49 am, and we arrived at his house at 11 am. Our technician then proceeded to start his inspection, and cleaning after introducing himself. While doing his inspection he found that the customers cap did not need replacing, and that it had just shifted. He realigned it and told the customer that some of the caulking had dried up. The customer then stated to the technician that he had done some caulking before himself and asked if he would redo it because he was not comfortable getting on the roof himself anymore. After finishing the cleaning and inspection the technician told the customer it would be $338. The customer then brought up the thought if we did the cleaning that the inspection fee would be waived. I then re-explained to him that the inspection fee only is waived in cases were there is repair work to be done, not for cleanings. I apologized and he then went inside and wrote a check and did not say anything else. We told them to have a nice day and we would send him the report through email that he provided us that day. I can see where there may have been a misunderstanding about the waiving of the fee, but I was not aware the customer was this dissatisfied. However, our price for inspection and cleaning is what was charged and is charged to all of our customers. Inspection fees are only waived/discounted when a repair job is schedule and done.

We apologize for not communicating the way the waiving of the inspections happens fully, and we will do better in the future. We do our best to try to be fair and make our customers happy. We would like if the customer would give us a chance to make up for it. We also will be sending the customer a refund, and we apologize for confusion, and trouble.