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Black Goose Chimney Sweep, Inc.

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Reviews Black Goose Chimney Sweep, Inc.

Black Goose Chimney Sweep, Inc. Reviews (7)

This is a misunderstanding which could have. and should have been handled differently. I have never spoken with Ms. [redacted]. Since the complaint is open ended and without a proposed resolution I'm at a bit of a loss on how to proceed. Had Ms [redacted] spoken with me I would have gladly offered to...

make the situation right... and at her convenience.  I identify with her frustration since both of us have operated without having all of the facts. As an explanation only,  routing and scheduling directed first the scheduler to the wrong location, then the technicians to the wrong location.  They were mistakenly sent to [redacted], instead of [redacted]. those places are separated by 60 miles.  When the mistake was discovered it was too late to rectify it.  It was an unfortunate error that should not have happened at all, and for that I apologize.  However it was an error, and to characterize it instead as some sort of "job shopping"  is unfair and unfounded.  We have tightened up our scheduling and communications to ensure that this kind of mistake doesn't happen again.  I would ask that people who feel that they have a legitimate complaint follow the recommended order of resolution and contact the owner of a company first. [redacted]Black Goose

I have reviewed the response made by the business in reference to complaint ID [redacted] and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
Regards,
[redacted]

I don't know just how to describe my experience with Black Goose except only weird. I first called roughly two months ago for a review to have a quote for an insert installed. After several unanswered calls I contacted the person who highly recommended John Briscoe to explain I am not being contacted by John. Finally I received a call and ultimately a home visit for initial inspection and that was the last I have seen of him. I called yesterday and only get an answering machine but no call back. Go figure

Review: service was scheduled on 2 different occasions and they never showed up. I had taken 2 different days off from work to accomodate them and they never kept thier appoitmentsDesired Settlement: Just want people to know they dont deal in customer service if better jobs come up

Business

Response:

This is a misunderstanding which could have. and should have been handled differently. I have never spoken with Ms. [redacted]. Since the complaint is open ended and without a proposed resolution I'm at a bit of a loss on how to proceed. Had Ms [redacted] spoken with me I would have gladly offered to make the situation right... and at her convenience. I identify with her frustration since both of us have operated without having all of the facts. As an explanation only, routing and scheduling directed first the scheduler to the wrong location, then the technicians to the wrong location. They were mistakenly sent to [redacted], instead of [redacted]. those places are separated by 60 miles. When the mistake was discovered it was too late to rectify it. It was an unfortunate error that should not have happened at all, and for that I apologize. However it was an error, and to characterize it instead as some sort of "job shopping" is unfair and unfounded. We have tightened up our scheduling and communications to ensure that this kind of mistake doesn't happen again. I would ask that people who feel that they have a legitimate complaint follow the recommended order of resolution and contact the owner of a company first. [redacted]Black Goose

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted] and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved.

Regards,

I contacted Black Goose Chimney Sweep while gathering estimates for installation of a chimney liner for a wood stove. I spoke to a representative of their company several times while setting up the appointment, and was not told upfront there was a fee associated with an estimate.

The day of the appointment two employees met with me and we discussed the specifics of the work I want to have performed. When presented with an estimate there was an inspection fee in the amount of $99. The only inspection performed was looking through the damper area up into the fireplace with a flashlight. No tools were brought into our home nor was a single ladder removed from their truck.

If it is Black Goose business procedure to charge for estimates, then they should tell a potential customer prior to coming into their home. A formal letter was written to the company owner, and to this day, I have not been contacted.

This review is a follow up to the review posted 10/3/15. Black Goose did get in touch with me following the review on the Revdex.com site. John, the owner, was apologetic and eager to set things right. He came out himself, and after considering his recommendations, we elected to have them do some flu work and also install a new stove. Although the process did extend to a couple of months due partly to weather and partly to them not having help available, the work was completed and the end product is great. John did stay in touch through the process so we weren't wondering what was going on. He also answered all my questions during and after the installation to my satisfaction. We are contractors ourselves and are well aware of issues that occur during a project that slow it down. Some man-made and some unavoidable. Over-all I would rate it a positive experience but with some pain attached.

On Saturday, Aug. 3, 2013, I called Black Goose Chimney Sweep after I had been hearing a scratching and clawing noise, that was forcefully pushing on the thimble cover in my basement chimney. Even though Black Goose had installed chimney covers in March 2013, I just knew that somehow an animal had made it's way into my Chimney and there was no way I was going to look to see what it was, on my own. After my phone call to the dispatcher, at approx. 11:30am, I was soon speaking to [redacted] and [redacted] was at my home within the hour assessing the situation. To my great surpise and relief, it was only a beetle, aprox. 2" long that was causing such a commotion in my chimney! Point being....[redacted] came to my home right away with no clue what to expect, on a Saturday! He also sealed up the thimble cover and inspected the chimney covers just to set my mind at ease! And did it all with a smile! Thank you Black Goose Chimney for coming to my "resue" !

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Description: CHIMNEY BUILDERS & REPAIR, STOVES-WOOD, COAL, ETC., CHIMNEY CLEANING

Address: 1390 Thaxton School Road, Thaxton, Virginia, United States, 24174

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