Chimney Cricket, Inc.

Initial Business Response /* (1000, 11, 2016/01/26) */
Customer called in for a chimney cleaning & damper repairWhen cleaning a chimney we open the damper & when done ask customer if they want damper open or closed but its moving freelyThis customers damper was off track meaning it was stuck
openWhen a damper is stuck open we need to reach up inside the firebox, grab the damper door & place it back on track, thus making it move freelyAn off track damper isn't a repair per say but a damper that needs service, that is not included in a cleaningOur damper service calls & repairs start at $75.00, the customer was informed of this when they called & set the appointment, otherwise it would not have been listed on the work orderDampers are a separate serviceOur company cleaned the customer chimney & serviced their damper as requestedPrices were quoted at the time the appointment was set
Initial Consumer Rebuttal /* (3000, 13, 2016/01/27) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I do not agree and do not accept this responseI was told several times during the service call that the damper was not damaged in any way but was left open upon initial inspection

Initial Business Response /* (1000, 5, 2016/02/19) */
NFPA 211(National Fire Protection Association) - calls for a yearly cleaning & inspection of a wood burning appliance. Noted about the creosote build up, without chemically removing that build up, it will cause the wood burning appliance to...

become exponentially dirtier with each use. 1st cleaning was done on 2/26/15, we went back out to once again clean the appliance on 3/10/15 and did inform the customer of the creosote build up. (Customer has noted several burnings). Creosote needs to be chemically treated something that isn't part of a standard cleaning. We tried to explain this to the customer, he wasn't interested in this information. We can offer a discounted creosote treatment to ensure the customer can burn safely. We do not offer refunds on services rendered.
Initial Consumer Rebuttal /* (3000, 7, 2016/02/23) */
(The consumer indicated he/she DID NOT accept the response from the business.)
As they state the NFPA calls for an annual cleaning. It has been less than a year since they were hired to do the cleaning. Also as they had mentioned it was not done correctly and they had to return because we were still experiencing a back draft. They were hired to clean the chimney and remove the creosote from the cap. Many of my neighbors burn wood and they manage with one cleaning per year. It is now obvious to me that I chose the wrong company and will not be using their services in the future.
Final Business Response /* (4000, 9, 2016/02/25) */
We do not offer refunds for services rendered.

Initial Business Response /* (1000, 10, 2016/02/04) */
[redacted]
After a discussion with the owner, he has agreed to issue the customer a refund for the $1000.00. Refunds generally take...

2-3 weeks to process and Mr. [redacted] will be refunded in the form of payment that he paid us.
Initial Consumer Rebuttal /* (2000, 12, 2016/02/05) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Provided that the refund is received, I have no further complaints and will consider this to be resolved.
Final Consumer Response /* (3000, 18, 2016/03/09) */
No refund has yet to be received, more than a month later. Unless this can be resolved through the Revdex.com, we will be taking this issue to small claims court.
Final Business Response /* (4000, 20, 2016/03/17) */
Check being mailed from our Corporate office 3/18/16. Customer has been contacted by phone with this information.

Initial Business Response /* (1000, 16, 2015/12/02) */
Sorry for your trouble, its not a normal practice to have customers upset...
Chimney Cricket is trying to resolve the customers issues.
We have an appointment for 12-12-15 for a site visit.
We will try to do whatever is necessary to make it...

right.
Initial Consumer Rebuttal /* (3000, 18, 2015/12/03) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I am hopefully optimistic that the issue will be resolved. Due to the length of the project, I cannot ignore the amount of cancelled and rescheduled appointments. I prefer to wait until after I have spoken with the company (Chimney Cricket) on the agreed date of 12/12/2015, before I can honestly say anything further.

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[redacted]Hi Akron Revdex.com - I finally received an electronic copy of a refund receipt from the business. I had made one more effort to contact the business after submitting the complaint. Still waiting to see if it posts. Just wanted to update on the progress.

Refund was approved by the owner on 10/6/16 and the customer was issued a refund on 10/6/16. Customer has had communication with this information as well.

Initial Business Response /* (1000, 5, 2015/06/10) */
Chimney Cricket would like to send an our estimator out to review what needs to be done to resolve the issues the customer is having. We have reached out to the customer to set up an appointment, we would like to see copies of the customers...

paperwork to match up to our paperwork.
Initial Consumer Rebuttal /* (3000, 7, 2015/06/25) */
Revdex.com received phone message from consumer.
The business has contacted the consumer and they have worked out a date for the business to come out to access. The consumer still has concerns that the business will not follow through with correcting the problem.