Colonial Way Home Services Inc.

REGARDING THE ABOVE COMPLAINT THIS HAS BEEN RESOLVED
THE CUSTOMER HAS BEEN PAID WHAT WAS DUE
WE APOLOGIZE FOR ANY INCONVENIENCE DUE TO ILLNESS WITHIN THE COMPANY, WE WERE UNABLE
TO RELEASE ANY
FUNDS

I had a Lifetime chimney liner, guardian cap, top clamp, storm collar and a line adapter installed by Colonial Way Home Services on 6/17/ In a recent wind storm the articles on the top of the chimney blew off Over a period of one and a half weeks I left voice mail messages and sent e-mail I received no response The second e-mail threatened that if I did not hear from them in the next hours, I would be reporting Colonial Way to the Revdex.com I received a call the next day An appointment for repairs was scheduled for 4/15/ No one showed up I called the company twice (they will only give out an number and you can't reach a person at that number, only a voice mail and did not receive any call back

REGARDING THE ABOVE COMPLAINT, I AM VERY SORRY THE CUSTOMER 
TOOK CONSTRUCTIVE CRITICISM THE WRONG WAY.  SHE AGREED TO HAVE THE CAP INSTALLED.  WE DO NOT GIVE REFUNDS BECAUSE LABOR IS INVOLVED.  WE WERE TRYING TO EXPLAIN WHAT TYPE OF MATERIAL WE USE.  NO ONE WAS...

NASTY.  WE ONLY TRIED TO HELP.
 
SINCERELY,
 
[redacted]
COLONIAL WAY HOME SERVICES

Not good at all experience. After waiting for more than five hours for the service people to come they show up right before it gets dark and rushed with the chimney sweep.
Both of our chimneys were not that dirty to start with. Minor creosote, but not the huge peels that I have seen at my parents house...
After looking in the basement the first comment was: not bad, pretty good actually...
Cleaning the chimney from the top didn't bring too much ashes or creosote to the damper... in fact pretty clean.
But then the negative started... I was pushed to order some brick repair right away for ONLY $350!!! And since the ladder was already up there they offered me discount $90 or $100 if I choose at the spot. Come on dudes, it was pretty much dark and in addition 20F. Freezing. No problem the cold we have a silicone based cement... What? On any such product there is a warning that CANNOT be used anywhere near freezing... COLONIAL WAY PLEASE READ BEFORE USE!
After politely declining a few times, they started "threatening" (forcefully informing) me that the entire lining of the chimneys was gone and need to order ASAP a $7500 stainless steel inserts repair job (for which they handed me a brochure, readily available). I should not use either the fire place and the gas heating furnaces...
To finalize this: What I thought and planned to be a proactive step towards safety and comfort on my family's part, turned out to be a negative experience that leaves you you bad taste in your mouth.
Now to stay safe I will need to call another company just to as the actual state of the chimneys and get a honest opinion without feeling obligated to purchase additional on the spot services and repairs.

Not good at all experience. After waiting for more than five hours for the service people to come they show up right before it gets dark and rushed with the chimney sweep.

Both of our chimneys were not that dirty to start with. Minor creosote, but not the huge peels that I have seen at my parents house...

After looking in the basement the first comment was: not bad, pretty good actually...

Cleaning the chimney from the top didn't bring too much ashes or creosote to the damper... in fact pretty clean.

But then the negative started... I was pushed to order some brick repair right away for ONLY $350!!! And since the ladder was already up there they offered me discount $90 or $100 if I choose at the spot. Come on dudes, it was pretty much dark and in addition 20F. Freezing. No problem the cold we have a silicone based cement... What? On any such product there is a warning that CANNOT be used anywhere near freezing... COLONIAL WAY PLEASE READ BEFORE USE!

After politely declining a few times, they started "threatening" (forcefully informing) me that the entire lining of the chimneys was gone and need to order ASAP a $7500 stainless steel inserts repair job (for which they handed me a brochure, readily available). I should not use either the fire place and the gas heating furnaces...

To finalize this: What I thought and planned to be a proactive step towards safety and comfort on my family's part, turned out to be a negative experience that leaves you you bad taste in your mouth.

Now to stay safe I will need to call another company just to as the actual state of the chimneys and get a honest opinion without feeling obligated to purchase additional on the spot services and repairs.

Review: [redacted] from Colonial Way Home Services came to my home on July 30, 2014 for a scheduled appointment to clean my chimney. During this service call [redacted] informed me that I needed a chimney lining and a chimney cap. He quoted a price of $2700 for the chimney lining and $175 for the chimney cap. I told him that I was not prepared for that and he went to his van and came back to say that he could install the lining for $2450. I agreed to have the cap installed for $175 and would later decide when I was capable of getting the lining. Within less than 5 minutes I decided that I did not want to get the cap until I had the lining installed but was told by [redacted] and his partner that the cap was already installed. I should have insisted that the cap was removed immediately but didn't. Within an hour I received a call from a woman named "[redacted]" who said that they could install the lining for $2000. I got other quotes and decided that I would go with another company. On August 01, 2014, I contacted Colonial Way Home Services and asked to speak with [redacted] since she asked that I ask to speak with her when I called back. I told her that I would be going with another company and that the chimney cap that was installed would not fit with the other company's lining. She then became very rude and told me that it was not her problem that I purchased a chimney cap for $175. She scolded me for not requesting a counter offer from Colonial Way. I told her that Colonial way had three chances and gave me three different quotes for the same service and product and I didn't feel comfortable with doing anymore business with them. I wanted to know if they could remove the chimney cap that they installed 48 hours before hand and refund the cost. She could have simply said no and offered their refund policy but instead she continued to be very rude and tell me that it was my problem. I called back the next day and asked to speak with a manager and was told that [redacted] is the manager and would call me back. I never received a return call an Colonial Way Home Services left me with a $175 chimney cap that I cannot use. This was a costly lesson and I want other customers to be aware of Colonial Way Home Services' practices. I would love for the chimney cap to be removed from my home and to receive a refund.Desired Settlement: I would love for the chimney cap to be removed from my home and to receive a refund.

Business

Response:

REGARDING THE ABOVE COMPLAINT, I AM VERY SORRY THE CUSTOMER

TOOK CONSTRUCTIVE CRITICISM THE WRONG WAY. SHE AGREED TO HAVE THE CAP INSTALLED. WE DO NOT GIVE REFUNDS BECAUSE LABOR IS INVOLVED. WE WERE TRYING TO EXPLAIN WHAT TYPE OF MATERIAL WE USE. NO ONE WAS NASTY. WE ONLY TRIED TO HELP.

SINCERELY,

COLONIAL WAY HOME SERVICES

Review: Company charged $907.50 too much to my credit card and after almost two months and countless phone calls they have yet to resolve the issue.Desired Settlement: I just want the $907.50 back that this company did not earn and has no right to keep. I did not receive any goods or services for this amount as payment was made via another card.

Business

Response:

REGARDING THE ABOVE COMPLAINT. THIS HAS BEEN RESOLVED .

THE CUSTOMER HAS BEEN PAID WHAT WAS DUE.

WE APOLOGIZE FOR ANY INCONVENIENCE . DUE TO ILLNESS WITHIN THE COMPANY, WE WERE UNABLE

TO RELEASE ANY FUNDS.

Review: Per my written review and the Company's response on [redacted] the company has yet to reimburse me for service performed and continues to call.

Categories: Chimney Sweep

Services Performed: Yes

* More Weight is given to a review where work has been completed.

Work Completed Date: December 02, 2014

Hire Again: No

Approximate Cost: $49.00

Description Of Work: The service trip was for one chimney sweep.

Member Comments:

Two men arrived as scheduled to perform a chimney sweep. The head technician went to the basement and immediately predicted that I was going to need major work. The second gentlemen entered with a ShopVac while the head technician proceeded to my rooftop. In about 10 to 15 minutes the both technician were complete and the one on the roof returned with two photos of what he saw. He told me I needed a stainless steel liner and cap and it would cost me $2395 but he could offer me a discount of $240 off and he could start on the job immediately. I told him no thank you. I would prefer you to right your recommendations down and provide a quote and I would contact the office later. I felt very uncomfortable with the push to purchase a service at that expense on the spot so I immediately called another reputable company (while the technicians were in their truck) We Care that I trust and asked for a referral for Chimney Service and scheduled them to come out for an estimate. Colonial technicians returned to the house with the chimney condition report which included the recommended services. I paid the $49 for the sweep and they left. An hour later the second company came to check my chimney and I went downstairs to show them the where the clean out door was located (as I do not have an active fireplace, my chimney is just used for the gas heater). We found that the shoot was still full of debris as if it was not just swept and vacuumed an hour beforehand. I called the office on three occasions to report the issue. Each time I was told that a tech would be contacted and I would receive a call back. This never happened. Today (12/11/14) I received a call from someone who stated they were a Manager. When I answered the phone I assumed she was following up about the service issue but she was doing a routine call to reschedule an appointment and had no clue that a Tech had already been to my property. I explained the issue to her. However, she was more concerned about selling me the liner and proceeded to tell about their quality service, lifetime guarantee, etc. etc. I was very upset with the fact that she totally disregarded my concerns about the initial service performed, the fact that I called several times to have the issue rectified and the poor quality of the work corrected. She yelled at me and told me "don't tell me how to do my job." She never addressed my concerns, she was CONDESCENDING and RUDE. I must admit that I was provoked to speak loudly and she may sensed that I was agitated but again I am the unsatisfied customer and whether I spent $49 or $2300 on service I have the right to expect quality work done at my home, and I would expect the service provider to respect me enough to correct any issues that I have. I told the manager that I would not be purchasing any additional services because of the poor quality and lack of professionalism in how they handle my initial service experience. I understand people make mistakes so I do not fault the technician totally, I fault the office for not resolving the matter quickly, professionally, and respectfully. And to the "manager" I spoke with on the phone, I know your company will not crumble over $49 (as you stated), you won't miss it at all. But if you can't be trusted to handle a $49 service with care and diligence, why in the world would anyone entrust your company with more of their hard earned money. Your reputation is what made you (I assume) and it can also be the thing that destroys you. VERY DISSATISFIED WITH YOUR CUSTOMER SERVICE!

Company Response:

WHY DID I KNOW THIS WAS GOING TO BE A PROBLEM? WHEN I RETURNED CALL THE ABOVE CUSTOMER, SHE WOULD NOT LET ME SPEAK. FINALLY, WHEN I DID GET A CHANCE TO SPEAK, I WAS TRYING TO EXPLAIN WHAT HAPPENS WHEN A CHIMNEY IS IN NEED OF A LINER. SHE STARTED SPEAKING OVER ME AND WAS MORE CONCERNED ABOUT GETTING HER $49 BACK.

I SAID I WOULD SEND IT BACK.

I WAS NOT ONLY INTERESTED IN SELLING HER A LINER. I WAS TRYING TO EDUCATE HER.

BUT SHE ALREADY MADE UP HER MIND ABOUT WHAT SHE WAS DOING , AND THATS OK, BUT

DO NOT APPLY FALSE STATEMENTS ONLINE AND GIVE AN F GRADE.

WE DID OUR JOB, LEFT AN ESTIMATE.

I HOPE SHE GETS THE CORRECT JOB DONE FOR HER SAFETY.Desired Settlement: Per the Customer Service representatives verbal promise via phone and written promise via Angie's List, I would like to be refunded $49.00 for failure to complete job to satisfactory.

Review: I was solicited over the phone for a chimney cleaning service for $65. When I questioned that the price was extremely low they said yes it was and only a special for first time customers so I booked. When they got here they spent 5 minutes cleaning the oil heating chimney, not the fireplace chimney. No one does that! I have been a homeowner getting chimneys cleaned yearly for 25 years and it is always the fireplace chimney or both, an oil heat chimney doesn't even need cleaning. The scam is while they are here they try and get you to pay for the additional service and sell you a new chimney cap when we didn't need one. Total scam.Desired Settlement: Full refund and change their solicitation procedures.

Review: I received a call from Colonial Way in late March advertising a $49.00 special chimney sweep, I agreed. On April 3rd 2 men came around 9:am very unprofessional consistently yelling my name as they repeatedly banged on my door while slamming a ladder against the outside wall. I opened the front door was shown ID as one went to the basement the other on the roof. around five minutes later he says something about a bad crown or chimney part that's broken and in dire need of repair causing carbon monoxide to seep in my home along with that danger it would cost over 5 to $7,000 for a new one, but he could repair it now for $500.00. I didn't have it so he said "I'll do the chimney sweep and repair for $300.00 to keep my family safe . I wrote the check ten minutes later they're gone no work was done spoke to manager and dispatcher about situation with proof of allegations check has been in the mail since April 6th says manager Lonnie or Ronnie "do what you have to do that's all I can tell you as of 5/15/15. I have no fireplace. I've spoken with these people in detail 7 times or moreDesired Settlement: I'm still waiting on my refund check in the amount of $300.00 or take them to small claims court. As she stated to me over the phone " The check is in the mail do what you have to do" I will. This company uses 2 other addresses that's written on my contract [redacted]

Review: We saw a $175 special advertised on Angie's List for Colonial Way Home Service Chimney Weatherproofing.

Prior to purchasing the special my husband called and explained when it rains, water

leaks down our chimney and asked if this problem would be covered under this special,

and he was told yes absolutely, so we purchased the special and made an appointment.

They sent two guys out and once again my husband explained

the problem we were having. Without them even climbing on the roof to assess the situation, the guy

said he would apply a special sealant, but the cost would be $275 (not the $175 they advertised) and the work

would be guaranteed. He said if the problem still exists, just call and they'll be right back out.

We paid the $275 and it rained the following week and sure enough rain came down the chimney.

We called numerous times and no one returned our call. I question now whether they actually

even applied the so-called special sealant since there was no change at all.Desired Settlement: I'm asking for a refund since Colonial Way Home Service did not live up to

their word and provide the service we purchased. We basically paid $275 for nothing.