Morin Chimney Sweep

Terrible service. The guy came out to do a pellet stove cleaning and chimney sweep. He had to split my appt in two sessions. He didn't show up to the second session so I rescheduled. The second session he informed me the stove needed to be re-installed, fine I agreed and he gave me a bid and a date to come. As the date approaches I heard nothing from them so I called for them to tell me he can't come, this repeated for a month and a half of reschedules and cancels. I had to call multiple times a week to even get an answer. In this time I had to file extensions with my HOA for the sweep sign off. Finally on the last scheduled day the wife called to tell me he isn't coming today and won't be doing the install at all!!! I informed her that I had paid for the FULL cleaning and sweep and the guy never even touched the chimney! He never even got on the roof! She of course said she would look into that and call me back. Of course has not called. They have terrible communication to their customers and completely ripped me off of $260!!! I later found out that he was supposed to have a permit from the county to do the install that I was never aware of. I DO NOT recommend this company!!!Product_Or_Service: Chimney/stove cleaning Desired SettlementI would like to be refunded at least half the amount I paid since he only did half the job. I unfortunately can not get then time he wasted back but to be refunded would be nice.Business Response Contact Name and Title: [redacted]Contact Phone: (775)742-3110Contact Email: [redacted]Hello [redacted], this is [redacted], with Morin Chimney Sweep. This is just a little info to ease your mind, we do have a contractors licence that is active within the state of Nevada, and we always pull permits within the county/city in which our stove installs are conducted within, there are no exceptions and we always do it the right way. A permit would not have been required for us to remove the 4 foot or so of incorrectly installed pipe you have in your two story chimney and correctly install the the right length, and right kind of sealed pipe. Our contractors licence covers both us and you as the customer for permits on repairs. The current install has been venting soot/ smoke and carcinogens into your living area, is not installed to NFPA211 standards (Washoe County approved code), and has been a health/ fire hazard since installed. As I recollect, you said your father or father in-law did the original install? Please forgive me if I am wrong. Unfortunately, the first time I came to your condo on May 13, 2016 to clean the Pellet stove, I was unable to inspect, or even get a visual on the back of your stove or the pipe because someone installed tile/stone tight up against the stove panels on the sides, top, and front. If you recall, I spent almost two hours at your house just that day attempting to clean the stove and find a way to help you. Our normal clean price for a two story pellet stove is $238.00 for the first hour and a half, and then $105.00 an hour prorated thereafter if the job is more than expected. I charged you $160.00 that day instead of the minimum $238.00 I was supposed to. I do feel I was fair and justified in charging you what I did that day. We planned to get back to the stove after you had the tile/stone cut away, and the stove was movable. I did have to reschedule our second appointment, and I do apologize for that, but sometimes in the service trades/ skilled labor industries, timing is not always perfect. The next time we had and appointment, was May 27, 2016. When I showed up to your residence, I found that the majority of the stones/tiles, had indeed been cut or chipped away, but not quite enough to get the stove pulled out and do a proper cleaning/safety check. I removed the rest of the stone needed right then and there to be able to remove the stove. After over an hour of removing tile and stone by hand, I was finally able to see that your stove pipe was not secured to the stove, it was not installed with a smoke stop mid way to make it a proper half positive connection, the pipe and the clean out tee were not even secured together properly. I finished cleaning what I could in the back of the stove since it had maybe never been serviced before cleaning up my equipment. total time on that job was over 1.5 hours of service call labor, which should have technically cost you $157.50 at our normal $105.00 an hour rate. Instead, I charged you an $88.00 inspection fee instead of the $157.50 I could have rightfully charged. When I was explaining that your chimney was in unsafe condition, you told me you only had Saturdays off, and would be unable to have us out to repair your flue on any other day than Saturday June 18, 2016. Our company is not open on Saturdays, and we have not had an employee capable of working Saturdays in quite some time. I did ask my crew if anyone could swing just that one Saturday, but unfortunately they all have second jobs or that is the only day of the week they get to see their family. If you remember, the first thing I mentioned was that if it had to be done on a Saturday, you should probably call someone else. I do hate telling customers to call other companies over scheduling issues, but I knew I would not be able to get the job done on the day you wanted. I apologize if you still feel taken advantage of, but you see that was not my intent. I do wish you the best of luck in getting the flue replaced, I know it can be stressful dealing with ones home when things are broken. If you have any questions/concerns, please call or text me direct at (775)742-3110 Consumer Response (The consumer indicated he/she DID NOT accept the response from the business.)To start the permit that I was talking about was not to take out the pipe, it was to do the new install. When I originally called to get a quote I was only told that the job would be $240 there was never a mention of an additional pro-rated amount. I paid the full amount that was given to me originally. Also, when I said I only have Saturday's off you told me we could work something out, you never told me to go find someone else to do the job, if that was the case I wouldn't have wasted over a month waiting and calling repeatedly. Also, the stone work I feel you are using as an excuse, I myself pulled the stove all the way out to get the model number out without any additional breaking of the stone. Lastly the communication was a stress in its self, I would call multiple times a week asking for some answer and all I would get is "I'll call you back" I never actually got a call back. The only call I ever received back was the one of our hopeful scheduled day to say you were not coming and not completing the job. Final Business Response Hi [redacted], The business licence for (Morin Chimney Sweep LLC) has gone inactive. I do apologize that a technician from the former company spent so much time out of two of his days and charged you less than half price to try and help with your pellet insert that was not installed by a professional, nor installed safely. Would you the consumer, have prefered the tech to show up, glance at your stove, and charge you a $78.00 fee for driving to your house and scheduling his time all because it didnt look completely normal? This is basically what you are asking. Imagine going to work, at a place you've never been before, only to have the "boss" tell you that even though you planned your day around them, and drove to meet them, you dont deserve even half of your normal compensaion. Please, in the future think about others before filing a Revdex.com claim, it takes time out of everyones day. It causes stress in peoples lives, possibly arguments, all because you're too stubborn to call someone willing to fix your pellet stove pipe. No one, in any industry has time for such selfish actions.Final Consumer Response (The consumer indicated he/she DID NOT accept the response from the business.)So to me this sounds as though I'm am no longer speaking to the person who came to my home, in which case I'm not sure how you would know about the situation. To start, I called ........ A lot, I don't know how you can say I was too stubborn to pick up the phone. And as a matter of fact I have called your office about 5-6 times in the last couple days with no answer. If you are a different person/owner id like to speak to you directly. We obviously are not accomplishing anything here and I feel the personal attacks towards me is not necessary. Perhaps there is a better number to reach you at?