Clean Sweep Chimney and Roofing

Complaint: [redacted]
I am rejecting this response because it has not be rectified yet.  When rectified I will accept their response. 
Sincerely,
[redacted]

Complaint: [redacted]
I am rejecting this response because:  I'm sorry, but you told me you were away for 5 days and now you're saying the office was only closed for 3?  Seems like the inconsistencies are continuing.  Just for the record, below is the email correspondence we had yesterday.  I'll let the Revdex.com and whoever reads this in the future decide who's telling the truth here.  This is really amazing to me.Clean Sweep1:51 PM (22 hours ago)to meHello again. I was writing to reschedule  the appointment that YOU could not make , but at this point it seems that isn't necessary. I'm sorry that you didn't wait for my response , as I was in Florida for the past 5 days burying my grandmother. Not "falling off the face of the earth". We are a family owned and operated company that has been in business for over 12 years. This is not a huge company with dozens of employees. We are a family. I'm sorry that you couldn't keep our scheduled appointment and that you couldn't wait to hear back from me. We are by no means a SCAM . 12 years of honest work with honest workers.Jennie C[redacted]Office MgrClean sweep Chimney and Roofing###-###-####[redacted]5:17 PM (19 hours ago)to CleanJennie -Playing the “my grandmother died” card true or not is completely inappropriate and is quite frankly not my problem.  I appreciate the concept of a small, family-run business and I certainly appreciate that everyone, even business owners, have unfortunate things happen outside of their control.  However, what I have a hard time understanding is how you didn’t have provisions in place to help your customers understand you would be out of town for several days.  If I am out of the office, I put an out of office message on so people are clear on when I’ll be able to be back in contact with them.After your promise to get back to me on 1/14 with some alternative dates to fix the product your team only had installed a couple of weeks prior, I never heard from you again.  I made several attempts to contact you including voicemails and emails.  There was no out of office message on your voicemail, and nothing on your email.  In fact, your voicemail changed to note the MLK holiday on 1/18 and then changed back to your normal message on 1/19.  Since it’s you on the message, you must have been doing this from Florida so clearly you received my numerous messages.  There was absolutely no way for me to know you were out of town.  As far as I can tell - you made no attempt to get back to me until I filed my complaint with the Revdex.com.  That, coupled with the existing, non-resolved complaints found on the Revdex.com website, led me to believe that I would not be hearing from you at all, which is why I filed my complaint in the first place.That all being said, you are correct - I am no longer interested in rescheduling my appointment with you.  I don’t find anything you’ve said to be trustworthy and I’m not confident in the work you’ll do.  I’ve already found another company to come take a look at the broken damper.  I’d like to request that your company refund the money I paid you.  Your receipt and your workers both told me numerous times that the work was guaranteed.  To me, a guarantee covers all basis including overall dissatisfaction, which this clearly is.  Anything less than that will not result in a satisfactory resolution to my complaint.Please let me know how you’d like to move forward.Sent from my iPhone
Sincerely,
[redacted]

According to my records, we had an appointment with you that was cancelled on YOUR end, not ours. I will have the office reach out to you to reschedule when they return tomorrow morning.

As I already stated to the homeowner, we will not take another companies word as good without visually seeing what she is speaking of. We DID NOT install a fireplace liner in her chimney. I spoke with the homeowner already and we have a scheduled appointment to access what they are speaking of.......

We will not provide a refund based on another companies statements

Expect delivery of product shortly

I will start by saying that I received not even one phone call from [redacted]. I will reach out to her now. My technician is more than happy to explain why he installed the size that was installed. He will be contacting [redacted] before the end of the day

Complaint: [redacted]
I am...

rejecting this response because:Jenny from Clean Sweep Chimney Cleaners called me on 9/3 after getting notified from the Revdex.com and I truly appreciate a response from Clean Sweep.  Jenny claims that I did not call them; however, I have the records to show I did.   In any case, after speaking with me to understand what my issues were, Jenny spoke to Kurt, the representative. Jenny then called me back to say that he would be in touch with me at which time I asked that they correspond going forward in writing.  At this time, I am waiting to receive an explanation for why they installed a 5.5" instead of a 6" liner and why they did not insulate the liner and what their proposed resolution is in writing via my email or via Revdex.com.
Sincerely,
[redacted]

[redacted]
[redacted]
[redacted]
[redacted]
* Hi Madeline,   I just got off the phone with a local Revdex.com office agent, and I was told my next step is to email you.   30 days ago I submitted complaint #[redacted] and the business responded immediately saying they would send me a refund. They never did and they never contacted me again. Can you please reopen my complaint so I can get further assistance?

The technician handed an invoice for $80. That is what was received. I'm sorry if your grandfather is mistaken. I can provide a copy of the invoice showing $80 if you like

Complaint is reopened
Complaint: [redacted]
I am rejecting this response because:I paid for a service that was not provided from this company back in September. They were supposed to be sending me a refund and I still have not received it. They were supposed to refund it to me a while ago.  
Sincerely,
[redacted]

We are sorry to hear that the cap was never installed we are no longer operating the business due to unforeseen circumstances we will pull the file and send a refund as soon as possible sorry for the inconvenience

Revdex.com:
I have reviewed the response...

made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me, as long as the business actually follows through and issues a refund. I will contact again if nothing happens. Thank you for your quick help. 
Sincerely,
[redacted]

Review: Received a quote for $600 worth of chimney work, for several services, and set a date to have it done, later changing the services to be done to one of the services, quoted at $50. When the initial appointment was made they took a 20% deposit, $200, however when I changed the service to only be for the one service quoted at $50 they never refunded the other $150 of the deposit despite my three calls over the last three weeks.The initial call was three weeks ago, but I have still not received a returned call or a refund despite two other calls asking for them to return my message.Desired Settlement: Please refund the money immediately.

Business

Response:

Our office was not aware that he was cancelling the other services that we were contracted to do. When we Installed the door for $50 he only mentioned that he wanted the door done that day and the remainder done at another time. As per the contract, there is a 3 day cancellation policy.

Consumer

Response:

Review: [redacted]

I am rejecting this response because:

I specifically asked for the other services to be refunded and said that I would schedule them at another date, which I had every intention of doing before I received my credit card bill and found out I was not refunded and did not hear back from you after calling for a refund. The contract also states all services must be canceled three days before the services are scheduled and these were cancelled before that time period and a new service was never scheduled, still putting me in that time period for a refund. Furthermore, you were notified of my request for a refund three weeks ago when I called and the three times since that I have called, but you refuse to call me back to provide me with any information. I have attempted calling three more times today to help solve this problem by phone and cannot understand how you were so quick to answer and return calls when I was scheduling services but fail to provide the same service on the other end of the experience.

Sincerely,

Business

Response:

Safe to say there was a misunderstanding. You did not cancel the other work to be done ( contract needs to signed on back to process cancellation of work). Never the less, we will issue a refund for the difference. I am not in the office accepting phone calls today so I apologize that you couldn't reach someone. A check will be made for the difference. Have a great weekend!

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.

Review: On August 28, 2014, two representatives from Clean Sweep Chimney came to my residence in response to a "[redacted]" voucher previously submitted and paid for by me. The service I paid for was for one chimney and one clothes dryer duct clean out. The representative did not perform the clean out of the dryer or the chimney.

The representative sold me one lock top damper and a 6" WSD Cap. The price was $461.00 which I paid fo by credit card. The manufacturer of the locktop damper and the WSA Cap equipment was not identified and any guarantee or warantee on the safety of the items was not provided to me upon installation. The representative removed the damper from my flu without my knowledge or permission and I would like it returned to me. A Certified return receipt letter to Clean Sweep Chimney, dated September 2, 2014 outlining my complaint and my follow up phone calls produced no re-contact by the vendor.Desired Settlement: refund for the amount billed for the chimney and duct clean-out.

return of fireplace damper taken from my home

Certification that the equipment installed is in compliance with fire code and any warrantees/guarantees.

Business

Response:

I have never received a certified letter

I have spoken with [redacted] prior to this complaint. There have been no unanswered phone calls. We visited his home after he called us to clean his chimney. He contracted with us to install a new damper at his home, which we did. He called a few days later asking about the price and stating he thought it was high. I assured him that it was not (which it wasnt ) and that if he had any other concerns, to call anytime. He called a couple days later and asked if we could return his old and broken damper to him. I told him that we dispose of all garbage at the end of the work day and that it was already removed from the van. As far as a warranty on the new damper, yes we do warranty it for defects and if he ever has a problem with it, he can always call us.

very un reliable made 2 appt to have them come out and clean my chimney both time never show up lost time from work. Call them back no returned calls. Moving on to some some that wants my business.

Review: I contacted Clean Sweep Chimney Cleaners after purchasing my home in August 2014. They inspected my furnace and four chimneys. The liner to the woodstove was 15' too short from the roofline so they recommended that I completely replace the liner. I was planning to use the woodstove to heat the house and I asked them to move forward with the job. The existing woodstove required a 6" liner but they installed [redacted] stainless steel liner. They did not insulate the liner. I did not realize at the time that I needed a 6" liner. I knew very little about woodstoves never having had one before and trusted this company to set me up with the proper and safe equipment. My woodstove has since broken (not by any fault of Clean Sweep's). I am having trouble purchasing a woodstove of the same size as the existing one because the manufacturers require a 6-8" liner. I have tried to contact Clean Sweep Chimney Cleaners four times and have yet to receive a return phone call. Clean Sweep also installed a cap on the top of the chimney. I am not seeking reimbursement for the cap nor the work done on the furnace but would like reimbursement for the cost of the 5.5" liner and labor ($1,575)Desired Settlement: Reimbursement for the cost of the 5.5" liner and labor: $1,575.00

Business

Response:

I will start by saying that I received not even one phone call from [redacted]. I will reach out to her now. My technician is more than happy to explain why he installed the size that was installed. He will be contacting [redacted] before the end of the day

Consumer

Response:

Review: [redacted]

I am rejecting this response because:Jenny from Clean Sweep Chimney Cleaners called me on 9/3 after getting notified from the Revdex.com and I truly appreciate a response from Clean Sweep. Jenny claims that I did not call them; however, I have the records to show I did. In any case, after speaking with me to understand what my issues were, Jenny spoke to Kurt, the representative. Jenny then called me back to say that he would be in touch with me at which time I asked that they correspond going forward in writing. At this time, I am waiting to receive an explanation for why they installed a 5.5" instead of a 6" liner and why they did not insulate the liner and what their proposed resolution is in writing via my email or via Revdex.com.

Sincerely,

Review: I have purchased a [redacted] for a chimney cleaning for $49.99 for a house I recently purchased and am in process of remodeling so that I can move in. Upon arrival and service of two staff members to clean the chimney, I was told that my furnace vent is in need of cleaning and that the Damper for my chimney is broken and needs replacing. I have agreed to the additional charges of $400, brining my total cost to $450. Both staff members seemed to be in a huge rush which concerned me as I wanted to have good quality work. The man called me into the room with my furnace where he showed me how much dirt has accumulated and pulled out an 8 inch piece of tubing that was installed in there previously saying it was blocking the airflow and that they wont install it back in. Since he is the "expert" I trusted his judgement. He then asked me for insulation to he can stuff it around the vent as he put it back into the cinder block into the wall connecting it out to the chimney chute. He stuffed a great amount of insulation into the hole so that he can use cement around the pipe to keep it in place.

Approximately 3 weeks after the cleaning, on a Saturday morning I came home to a house that was filled with smoke, smelled like oil, and was 32 degrees cold inside which could have cause freezing in my pluming. Upon my further inspection, I saw that the Nest thermostat has been trying to run the heat for 3 days with no results, and since I was not in the house for over a week I did not know this. I had to make an emergency call to a plumber who told me that my furnace has seized up. I had to pay out of pocket for his time, as well as all the items needed to clean and unclog the furnace. Over $41 in material and $200 in plumbing fees, which resulted in ruining my shop vac as it now smells like oil and is covered in black dirt that is not cleanable. Once it was cleaned the plumber determined that the air is not being pulled out. He then pulled out the vent from the wall after cracking the cement installed by the Clean Sweep Chimney staff, and found that the entire vent was stuffed with insulation completely blocking any airflow. He warned me that it was a huge fire hazard and that if it wasn't for a safety cut off switch on the furnace that the whole house would have burned down.

I contacted the Clean sweep chimney and told them about my case, with photos to prove it, and I was told that its not their fault and that they won't refund me my $400.00. I then warned them I will take them to court at which point I was told that they will refund me $140.00 at which point I asked for $61.00 I have spent for the material brining the total to only half of what I spent which was $201.00. Two weeks went by before I receive a check for a $110. When I confronted the business again, I was emailed back saying, that the wasnt a problem with the chimney cleaning so I got back the $50 for the [redacted] plus my $60 for material as the Furnace cleaning was "Part of a package" with the damper installation for $350. So I then asked for a price list so I can determine which item cost me how much exactly. I was then told that "they do not have a price list" and that she can send me a check for $11.00 bringing my total to $122.00 out of the original $400 I spent for the services and $260 for plumber and material not to mention my whole house smelled like oil for weeks and it darkened my paint downstairs from all the smoke.

I have tried over and over to get a full refund of the $400 I spent as I am completely dissatisfied with their service, and customer services. [redacted], the woman who took many days to respond to my email, was the one to deny my claim and offer other amount at which point she sent different amount enclosed. She denied by claim saying that the damper is not the cause of the issue so it cannot be refunded. If that is the case, remove the damper, and give me back the full $400.Desired Settlement: I would like a complete refund of the full $400.00 in cash or check regardless of which part of the service cause the issue for me and cost me additional $260 in fees. I can pardon the $260 cost I encountered and not add it onto the cost assuming I will receive a refund of the original cost of $400.00.

Business

Response:

This complaint holds no merit. The customer has already received a full refund (minus the $11 that she advised me to send). She has never asked for the full $400, for the fact that her damper has nothing to do with the problem she had. A damper is installed in her fireplace, functioning properly and efficiently. The problem she has is in her furnace flue.

We cleaned her furnace, replaced the insulation, THAT WAS ALREADY PRESENT, and installed a damper upon her request, in the fireplace.

We have already credited her for the full amount that she paid, including what she requested for "supplies" she had to buy. At no point have we ever agreed that we caused her problem, but sent the refund as a sign of good faith.

A "plumbing" problem also has nothing to do with her furnace and is completely irrelevant. I have already sent her a refund for the full service. I will not send a refund for parts that she is currently using in her home with no issues whatsoever.

Consumer

Response:

Review: [redacted]

I am rejecting this response because:

Horrible experience. Guys who came for service were extremely rude. I had to tell them to leave. Such people should not be customer facing businesses.

Review: Over a year ago we used Clean Sweep Chimney Cleaners to clean our chimney. The person who preformed the service, suggested we get a smoothwall liner installed. After a couple weeks we noticed smoke in house when we used our fireplace, so we called back and Kurt came and suggested that we install another chimney cap. Which we did. The problem still didn’t fully resolve but the bared with it and didnt use our fireplace for the rest of the season.

At the beginning of this season we decided that we wanted the issue resolved. So yesterday we had another company inspect the chimney. They were shocked to find a liner in our fireplace (without a stove or any appliance venting through the chimney). And said that the solution to my issue would be to remove the liner. Imagine my surprise. So I called CSCC and was assured that the liner was standard and that as the woman said on the phone, they install them into fireplaces all the time.

On the back of my invoice is a manufacture warranty for the liner from [redacted]. I contacted them. They confirmed what the other company told me. That liners shouldn’t be installed in fireplaces and further that they do not do business with Clean Sweep Chimney Cleaners. I sent them a copy of the invoice and they confirmed that CSCC is fraudulently using there warranty on the back of your invoices.

All this said, I’m very unhappy.Desired Settlement: I’d like our money back ($1600 for the liner + $325 for the cap) in addition, I’d like for CSCC to pay for us to get the liner removed by another company, I’ve received a quote for $350.

Business

Response:

As I already stated to the homeowner, we will not take another companies word as good without visually seeing what she is speaking of. We DID NOT install a fireplace liner in her chimney. I spoke with the homeowner already and we have a scheduled appointment to access what they are speaking of.... We will not provide a refund based on another companies statements

Review: On March 4th, 2015 I paid Clean Sweep Chimney Cleaners to clean and inspect my chimney. I had already prepaid and they charged me an additional $40.00 cash when they came out because they said wood stove cleaning was extra. After they left, I inspected the chimney and wood stove and came to find out nothing had been cleaned. They stole my money and ran. I called them and left voicemails asking for them to return my call and resolve this issue, they will not reply.Desired Settlement: This business is a scam, they stole from me. I just want my money hard earned money back and I want them shut down for being a bunch of no good, lying, despicable, thieves.

Business

Response:

I find this complaint quite assuming. For one, he bought a voucher for a chimney cleaning, had it refunded to him, and still allowed us to clean his chimney knowing well that he did not pay for it. As for the additional $40, it clearly states on the voucher (that was already refunded to.him) that woodstoves are an additional fee. Further more, I returned his call within an hour and left a voicemail. My technician advised him that his woodstove was incorrectly AND illegally installed therefor incapable of being properly cleaned. Lastly, he left a VERY rude and inappropriate message on my voicemail and if it happens again, I will contact the police department.

Consumer

Response:

Review: [redacted]I am rejecting this response because: They clearly and knowingly ripped me off and did not preform the service that was paid for. My wood stove is not illegal and improperly installed. It was just inspected by a business accredited by the Revdex.com and just needed to be cleaned. This is why clean sweep chimney is not accredited by the Revdex.com.

Sincerely,[redacted]