Onondaga Chimney Services

We are in receipt of a customer [redacted] and [redacted] ***In fact we did build for Mrand Mrs [redacted] a new chimney from the roofline up in July of 2009, years agoWe did receive a call earlier this year complaining of a water leak from their chimneyUpon returning to their home to look at the chimney rebuilt, we could not visually see anywhere that the water could be getting intoWe advised Mrand Mrs [redacted] that it could be getting in through their roof, but we would come out to waterproof the chimney, which we did at no extra cost to eliminate the possibility it was the chimney itself.Over a week later we received a letter of complaint stating Mrand Mrs***'s dissatisfactionI must say I am appalled at Mrand Mrs***'s statement that our company is crooked, dishonest, fraudulent and unscrupulousI have been in business for over yearsI always go above and beyond to satisfy my customers.Troy GregoryOwner

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below
Troy Gregory's (owner of Onondaga Chimney Services) response to our complaint is unacceptable.We initially contacted Troy because our old chimney leaked water into the house. Troy's recommendation was that we tear off the existing chimney and rebuild a new one from the roofline up in order to correct the leaking.After Onondaga Chimney Services built the chimney, we still had water leakage coming down the outside of the chimney into the house. We couldn't believe that it could be coming from the brand new chimney so in order to determine the source of the leaking, we covered all the roof ridge vents with plastic and applied tar on the roof at the base of the chimney and over the chimney flashing. Unfortunately, we still had water leaking down the outside of the chimney into the house. We then removed the plastic from the ridge vents and wrapped just the chimney itself in plastic and this finally stopped the water leakage; therefore, our conclusion was that the water was, in fact, coming from the chimney itself. Since the chimney has been wrapped in plastic, we have had no leakage.Troy Gregory actually received several calls last Fall about our leaking chimney. Once again, Onondaga Chimney Services hardly ever answered their phone or returned messages. They kept giving us the run around about coming out to the house. They couldn't find any receipt about it. We assured them that we still had the receipt. We had appointments scheduled, which we took vacation time off from work so we would be here to meet with him, and he never showed up. We kept calling the office that day (which when we used the house phone, they wouldn't answer, but when we used a different phone, they answered) and finally, late afternoon, were told that he wouldn't be coming to this scheduled appointment. He was a no show for other scheduled appointments as well. If a reputable business is not answering phone calls, returning phone calls or showing up for scheduled appointments, this wouldn't be a representation of "going above and beyond to satisfy your customers".Troy did come to our house on October 29, to look at the chimney. We showed him the crack in the chimney running from the top of the chimney all the way down to the roofline. We also showed him places where the mortar wasn't struck when the rocks were initially placed in the wet mortar. When the rocks were moved into place, there was a separation between the rock and the mortar. The mortar was never struck to fill in around the rocks to seal them. We told him we felt that the water was tracking along the rocks into these cracks and into our house. Troy suggested that we spray masonry sealer on it. We said that he should repair it because it was still under warranty. He said that no judge would ever agree that he was responsible for that so we suggested we find a judge and see what he says. Troy then said he would chip out the crack and repoint as necessary and apply the masonry sealer in order to take care of the customer. He never came back to do the work. By then, it was starting to snow, so we covered the chimney in plastic and decided to wait until the spring to pursue getting this problem resolved.On April 2015, we called to see if we could get an appointment set up for Onondaga Chimney to come out between May - to fix the chimney since they never showed up to do it in the Fall as promised. Mary, the receptionist, said if we didn't hear back from her by the end of the day, to call her back the next day. She did not call back. We called on April 17; no answer; left message; no return phone call. We called on April 18; no answer; left message; no return phone call. We called on April 20; no answer; left message; no return phone call. We called on April 21; no answer; left message; no return phone call . We called on April 22; no answer; left message - Mary called back and said they were putting us on the schedule for the week of May and that they would call on May 8th to let us know which day they would be out to our house. May - no call. May - no call so we called them; no answer; left message - Mary called back and said someone would be out to the house on Thursday, May 14. On May 14, Mike showed up. He said he was going to repoint and fix cracks and then put a waterproof sealer over chimney which was satisfactory with us. However, he called Troy first. Troy told him to only apply sealer on and not to repoint or fix the cracks. We are concerned that only applying the sealer is a temporary fix and will not permanently repair the problem. A properly constructed chimney should not require the application of a masonry sealer to prevent it from leaking. We called Troy; once again, no answer so we left a message asking him to explain to us how and when the crack running from the top of the chimney down to the roofline and areas where the mortar was never struck so there are gaps between rocks and the mortar, were going to be fixed. As of today, June 9th, we still haven't gotten a call back from him. Is this going above and beyond to satisfy your customers?As far as we are concerned, this problem is not resolved. The chimney still has a crack in it from the top down to the roofline, and the mortar isn't even flush to the stones so spraying with sealer is NOT a permanent solution to what we agreed on, paid for and what was guaranteed. They also never grouted bad joints or repointed as needed inside the house (as is indicated on the receipt) - they only mortared a loose rock on the fireplace, which has since broken away. The mortar doesn't even hold up inside the house.All we asked is that he honor his guarantee, stand by his workmanship and make this right but they will not answer their phone, return phone calls or show up to do the work. If he isn't going to honor his contract then we feel we are owed money so we can get it fixed properly
Regards,
*** & *** ***

We are in receipt of a customer [redacted] and [redacted]. In fact we did build for Mr. and Mrs. [redacted] a new chimney from the roofline up in July of 2009, 6 years ago. We did receive a call earlier this year complaining of a water leak from their chimney. Upon returning to their home to look at the...

chimney rebuilt, we could not visually see anywhere that the water could be getting into. We advised Mr. and Mrs. [redacted] that it could be getting in through their roof, but we would come out to waterproof the chimney, which we did at no extra cost to eliminate the possibility it was the chimney itself.Over a week later we received a letter of complaint stating Mr. and Mrs. [redacted]'s dissatisfaction. I must say I am appalled at Mr. and Mrs. [redacted]'s statement that our company is crooked, dishonest, fraudulent and unscrupulous. I have been in business for over 20 years. I always go above and beyond to satisfy my customers.Troy GregoryOwner