E.M. & E.M. Chimney & Masonry Repair

E.M &E.M Chimney has always guaranteed all of our work and installations. We always ask for the opportunity to send a field supervisor back to a location if a problem is suspected. In this case as the complainant stated she has called another company in and paid additional monies for them to...

uninstall a job already completed. Had she reached out to us to let us know there may be a potential problem we would have sent a supervisor to check our work and make any corrections as needed. This would not have cost the customer any additional money. We were mot contacted and not given the chance to see what may have been wrong therefore how can we guarantee our work if the opportunity was not even given to us to actually see if the lining was the problem as stated. We will always stand by our work and guarantees but in this case was not given the chance as this complaint is the first we are hearing that there was even a problem. We would be glad t o revisit and inspect the current conditions but it will be hard to determine as another company was brought in after the fact and we can no longer determine what was done wrong if anything. 
Sincerely, 
[redacted]

Review: put in the wrong size liner in my chimney. HomeServe found a flue spillage. Another chimney company informed me about the wrong size liner and that the water heater and boiler were hooked up wrong because of the smaller liner and that was why I had the spillage. They removed the liner and told me that I didn't even need one. My carbon monoxide no longer blinks a red light. Which I think was because of the spillage, which was dangerous. E.M & E.M put in a 5 inch liner and should have been a 6 inch liner.Desired Settlement: Cost for the work I didn't need $ 1779.95 Cost to have the danger removed $1200.00

Business

Response:

E.M &E.M Chimney has always guaranteed all of our work and installations. We always ask for the opportunity to send a field supervisor back to a location if a problem is suspected. In this case as the complainant stated she has called another company in and paid additional monies for them to uninstall a job already completed. Had she reached out to us to let us know there may be a potential problem we would have sent a supervisor to check our work and make any corrections as needed. This would not have cost the customer any additional money. We were mot contacted and not given the chance to see what may have been wrong therefore how can we guarantee our work if the opportunity was not even given to us to actually see if the lining was the problem as stated. We will always stand by our work and guarantees but in this case was not given the chance as this complaint is the first we are hearing that there was even a problem. We would be glad t o revisit and inspect the current conditions but it will be hard to determine as another company was brought in after the fact and we can no longer determine what was done wrong if anything.

Sincerely,