Country Hearth & Home

I am rejecting this response because: the cap was never anchored, according to the workman who installed it for Country Hearth

Initial Business Response / [redacted] (1000, 5, 2016/02/03) */ Went to customer location to get measurements and informationAdvised customer that it would take time to gather all information and present with optionsCustomer requested refund due to no fast responseRefund was issued 1/29/ Initial Consumer Rebuttal / [redacted] (2000, 7, 2016/02/06) */ (The consumer indicated he/she ACCEPTED the response from the business.) Refund received

I am rejecting this response because: looking around the neighborhood, I see many caps, some of which are rusted and appear to be quite oldThe excuse about the wind doesn't hold up as a decent cap should be able to stand up to windAnd yes, the cap DID need to be anchored as it should have held for more than three years like the rest of them in this neighborhoodI stand by my complaint that a chimney cap costing HUNDREDS of dollars should still be in placeYour response as to why it didn't need to be anchored is further proof of a faulty installation since yes, it should have been anchored! You can choose which is to blame -- a faulty cap or poor installation

The Cap does not use an anchor, it uses a contracting draw band, which has stayed in place for years

Upon receiving the initial complaint from your office, we have no knowledge of this complaint. The homeowner  never contact us, that I or my office manager is aware of. To address this complaint, first of all the chimney cap manufactured is made by the "HY-C" company out of St. Louis, Missouri....

They have been manufacturing chimney caps since 1947. This cap is made from 18 ga. Diamond embossed aluminum stock. This is not a cap made from substandard materials. I have used this cap for over 37 years wit great success.On April 24th we did an estimate for this project. After the estimate was approved, we ordered the cap and returned on May 28th, 2014 to render the services agreed upon. This cap was installed on May 28, 2014. May 28, 2014 to May 28, 2015 on year. May 28, 2015 to May 28, 2016 two years. May 28, 2016 to May 2017 three years. This cap stayed on her home for 3 years through all the severe weather through out that time period. May this year produced some severe storms as well. There where severe weather alerts on May 10, 17 and 26. Living on the bluff overlooking the Illinois river valley may also be a contributing factor. We cannot accept responsibility for severe weather and high wind situations that occur in central Illinois. The raincap I believe is missing. This leads me to believe a string ind ripped the cap off the chimney and deposited a far distance away. This cap weighs several pounds and a light/moderate wind would have deposited the cap in her yard, a neighbors yard, or a short distance away. I do not believe we are responsible for the above complaint.Sincerely,Duke Horton

Initial Business Response /* (1000, 5, 2016/02/03) */
Went to customer location to get measurements and information. Advised customer that it would take time to gather all information and present with options. Customer requested refund due to no fast response. Refund was issued 1/29/2016
Initial...

Consumer Rebuttal /* (2000, 7, 2016/02/06) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Refund received.

I am rejecting this response because: looking around the neighborhood, I see many caps, some of which are rusted and appear to be quite old. The excuse about the wind doesn't hold up as a decent cap should be able to stand up to wind. And yes, the cap DID need to be anchored as it should have held for more than three years like the rest of them in this neighborhood. I stand by my complaint that a chimney cap costing HUNDREDS of dollars should still be in place. Your response as to why it didn't need to be anchored is further proof of a faulty installation since yes, it should have been anchored! You can choose which is to blame -- a faulty cap or poor installation.

I am rejecting this response because: the cap was never anchored, according to the workman who installed it for Country Hearth.