On August 14, 2015, Blackburns Chimney Services was contacted to provide an estimate to replace the existing chase cover. Blackburns Chimney Services’ technician completed the quote on September 12 and the customer chose to order the chase cover at that time. Blackburns Chimney Services’ focus is to...
educate the customer about recommended chimney repairs and maintenance and allow the customer to decide when and if they are going to have the repair completed. The existing chase cover was rusted and deteriorating. The existing chase cover was missing a raised lip surrounding the pipe. Roofing tar and other sealants had been applied between the pipe and the chase to help prevent water entry. In the complaint, the customer notes that another professional noted that the chase cover did not need replaced. I am not understanding why the customer did not cancel the chase cover order and request a refund. This complaint is the first time the customer mentioned that she felt that the chase cover replacement was un-needed.The Fall and early Winter is the busy season for chimney sweeps. Unfortunately, there were delays in manufacturing and scheduling the installs. I am sorry for the delays, and some delays are beyond my control. We tried to keep the customer updated. The chase cover is a custom made item and payment is required in order to have it manufactured. If the customer had expressed concerns about the need for the chase cover, we would have asked the manufacturer to cancel the order and refund the customer’s money.The replacement chase cover is made of galvanized metal. Powder coated metal and stainless chase covers cost additional. The top metal has slopes included to prevent water from pooling on the chase. A raised lip is included in the replacement chase cover to help protect the pipes from getting water entry. A storm collar is installed to help prevent water entry down the pipes. The technician included a slight overhang on the sides of the chase cover to go around the wood chimney framing to help prevent water from going down the wood framing. Liquid nail adhesion is applied under the chase cover to provide a seal between the wood and chase cover. Nails are avoided to prevent water from seeping in through the any nail holes. The corners are bent to finish the chase sides.The technician and the sweep’s helper picked up nails from the deck and grass. All effort is made to provide a complete clean up of the work site. I am sorry if any nails were missed.The customer notes in the complaint that she is having another company come out and evaluate the safety and installation. Blackburns Chimney Services has served Central Ohio customers since 1986 and stands behind our work. Our goal is to exceed customer expectations. I am sorry for the delays in getting the chase cover installed. Please let me know if the other company identifies problems with the chase cover construction and installation so that we can install a chase cover to the customer’s satisfaction. I am sorry the customer had a negative experience with Blackburns Chimney Sweeps and we will take steps to repair/replace any defects of workmanship as identified by the other company as long as workmanship quality is not compromised. Attached are pictures of the existing chase cover, the mid installation process and the replacement chase cover. Note- 13 pictures should be included. I am only able to attach 5 pictures. I will contact Revdex.com in order to attach the missing 8 pictures. The missing 8 pictures of the replacement chase cover installation and view are shown in a smaller format on the 12-2-15 work order. Email correspondence is also attached. In addition, the emailed work orders are also included.Please let me know if you need additional information. Timeline-August 14, 2015 – Blackburns Chimney Services was contacted by the customer and the phone represented noted on the service request that the customer would like an estimate as she is in need of a replacement chase cover.September 12, 2015 – Blackburns Chimney Services’ technician completed a quote for the a replacement chase cover. The customer chose to order the new chase cover at the time of the appointment while meeting with the technician. The exterior pictures, work order and payment confirmation was emailed to the customer by the service technicianSeptember 24, 2015 – I replied to the customer’s September 23 7:49pm email and re-sent the exterior pictures, work order and payment confirmation to the customer. The customer stated that an insurance agent was coming out to the home.November 2, 2015 – I replied to the customer’s email from Friday, October 30 8:41pm stating that the replacement chase cover is scheduled to be installed on November 10, 2015.November 10, 2015 –The Blackburns Chimney Service technician was scheduled to install the replacement chase cover. He had measured the replacement chase cover to match the existing chase cover; however, once he removed the cap, he found that the center hole needed to be decreased due to the size of the pipe. The technician re-measured the chase cover and hole size, and a second replacement chase cover was ordered. The customer was emailed a status report by the technician to notify her that a second chase cover was being ordered and would be installed as soon as possible.November 17, 2015 – I replied to the customer’s email from November 16 9:11pm further explaining that the original chase cover and pipe was unusual and that we had asked our manufacturer to fabricate the second chase cover as soon as possible. I also told the customer that we would install the second chase cover on November 28, 2015.November 28, 2015 - The second replacement chase cover was to be installed but was rescheduled due to rain.December 2, 2015 – The second replacement chase cover was installed. When the technician removed the roofing tar and sealant that covered the chase cover and pipes, the technician found that the hold size further needed adjusted. The service technician left a voice message for the customer asking her to call him in order to update the customer. The second replacement chase cover was taken to the sheet metal manufacturer who made the hole size adjustment. The service technician and I both spoke to the customer about the chase cover being re-adjusted and that the installation would occur as scheduled later in the afternoon. The second chase cover was installed December 2, 2015 and the customer was emailed the work order and pictures. The original chase cover was left at the customer’s property as per her request.
On August 14, 2015, Blackburns Chimney Services was contacted to provide an estimate to replace the existing chase cover. Blackburns Chimney Services’ technician completed the quote on September 12 and the customer chose to order the chase cover at that time. Blackburns Chimney Services’ focus is to...
educate the customer about recommended chimney repairs and maintenance and allow the customer to decide when and if they are going to have the repair completed. The existing chase cover was rusted and deteriorating. The existing chase cover was missing a raised lip surrounding the pipe. Roofing tar and other sealants had been applied between the pipe and the chase to help prevent water entry. In the complaint, the customer notes that another professional noted that the chase cover did not need replaced. I am not understanding why the customer did not cancel the chase cover order and request a refund. This complaint is the first time the customer mentioned that she felt that the chase cover replacement was un-needed.The Fall and early Winter is the busy season for chimney sweeps. Unfortunately, there were delays in manufacturing and scheduling the installs. I am sorry for the delays, and some delays are beyond my control. We tried to keep the customer updated. The chase cover is a custom made item and payment is required in order to have it manufactured. If the customer had expressed concerns about the need for the chase cover, we would have asked the manufacturer to cancel the order and refund the customer’s money.The replacement chase cover is made of galvanized metal. Powder coated metal and stainless chase covers cost additional. The top metal has slopes included to prevent water from pooling on the chase. A raised lip is included in the replacement chase cover to help protect the pipes from getting water entry. A storm collar is installed to help prevent water entry down the pipes. The technician included a slight overhang on the sides of the chase cover to go around the wood chimney framing to help prevent water from going down the wood framing. Liquid nail adhesion is applied under the chase cover to provide a seal between the wood and chase cover. Nails are avoided to prevent water from seeping in through the any nail holes. The corners are bent to finish the chase sides.The technician and the sweep’s helper picked up nails from the deck and grass. All effort is made to provide a complete clean up of the work site. I am sorry if any nails were missed.The customer notes in the complaint that she is having another company come out and evaluate the safety and installation. Blackburns Chimney Services has served Central Ohio customers since 1986 and stands behind our work. Our goal is to exceed customer expectations. I am sorry for the delays in getting the chase cover installed. Please let me know if the other company identifies problems with the chase cover construction and installation so that we can install a chase cover to the customer’s satisfaction. I am sorry the customer had a negative experience with Blackburns Chimney Sweeps and we will take steps to repair/replace any defects of workmanship as identified by the other company as long as workmanship quality is not compromised. Attached are pictures of the existing chase cover, the mid installation process and the replacement chase cover. Note- 13 pictures should be included. I am only able to attach 5 pictures. I will contact Revdex.com in order to attach the missing 8 pictures. The missing 8 pictures of the replacement chase cover installation and view are shown in a smaller format on the 12-2-15 work order. Email correspondence is also attached. In addition, the emailed work orders are also included.Please let me know if you need additional information. Timeline-August 14, 2015 – Blackburns Chimney Services was contacted by the customer and the phone represented noted on the service request that the customer would like an estimate as she is in need of a replacement chase cover.September 12, 2015 – Blackburns Chimney Services’ technician completed a quote for the a replacement chase cover. The customer chose to order the new chase cover at the time of the appointment while meeting with the technician. The exterior pictures, work order and payment confirmation was emailed to the customer by the service technicianSeptember 24, 2015 – I replied to the customer’s September 23 7:49pm email and re-sent the exterior pictures, work order and payment confirmation to the customer. The customer stated that an insurance agent was coming out to the home.November 2, 2015 – I replied to the customer’s email from Friday, October 30 8:41pm stating that the replacement chase cover is scheduled to be installed on November 10, 2015.November 10, 2015 –The Blackburns Chimney Service technician was scheduled to install the replacement chase cover. He had measured the replacement chase cover to match the existing chase cover; however, once he removed the cap, he found that the center hole needed to be decreased due to the size of the pipe. The technician re-measured the chase cover and hole size, and a second replacement chase cover was ordered. The customer was emailed a status report by the technician to notify her that a second chase cover was being ordered and would be installed as soon as possible.November 17, 2015 – I replied to the customer’s email from November 16 9:11pm further explaining that the original chase cover and pipe was unusual and that we had asked our manufacturer to fabricate the second chase cover as soon as possible. I also told the customer that we would install the second chase cover on November 28, 2015.November 28, 2015 - The second replacement chase cover was to be installed but was rescheduled due to rain.December 2, 2015 – The second replacement chase cover was installed. When the technician removed the roofing tar and sealant that covered the chase cover and pipes, the technician found that the hold size further needed adjusted. The service technician left a voice message for the customer asking her to call him in order to update the customer. The second replacement chase cover was taken to the sheet metal manufacturer who made the hole size adjustment. The service technician and I both spoke to the customer about the chase cover being re-adjusted and that the installation would occur as scheduled later in the afternoon. The second chase cover was installed December 2, 2015 and the customer was emailed the work order and pictures. The original chase cover was left at the customer’s property as per her request.