Portland Fireplace & Chimney

Complaint: [redacted] I am rejecting this response because:The Groupon screenshot is attachedAs stated before, I called the business prior to buying this groupon to ensure the cleaning would be done regardless of the amount of build upThe person who answered this call stated yes, after I informed her a level three build up was present in the chimney (which had previously been inspected by a different company)This is not a matter of understanding WHY you did not perform the serviceI completely understand that and do not want unsafe services to be performedThe point is that the Groupon we purchased included a cleaning, which you DID NOT PERFORMTherefore, you accepted payment for a service that was not doneA refund should be issued, not a credit You are accepting payment for a service you did NOT complete regardless of the post-inspection results We purchased a cleaning, and did not get a cleaningWe are willing to pay a partial amount for the inspection, and to be refunded a partial amount for the purchased service you did not do

Complaint: [redacted]
I am rejecting this response because:The Groupon screenshot is attached. As stated before, I called the business prior to buying this groupon to ensure the cleaning would be done regardless of the amount of build up. The person who answered this call stated yes, after I informed her a level three build up was present in the chimney (which had previously been inspected by a different company). This is not a matter of understanding WHY you did not perform the service. I completely understand that and do not want unsafe services to be performed. The point is that the Groupon we purchased included a cleaning, which you DID NOT PERFORM. Therefore, you accepted payment for a service that was not done. A refund should be issued, not a credit.  You are accepting payment for a service you did NOT complete regardless of the post-inspection results.  We purchased a cleaning, and did not get a cleaning. We are willing to pay a partial amount for the inspection, and to be refunded a partial amount for the purchased service you did not do.

I explained to her and her husband to remove the minor 3rd degree build up they had it would require PCR a chemical application and timed drying to clean off the build up inside their chimney flue. I showed them the video.  There was no note in the appointment that it was a level three creosote...

build up. By industry service definitions I performed a level 2 inspection first to diagnose the issues. The chimney is broke and loose at the roofline. This is the first safety concern because with use of the fireplace it will transfer of heat through the break to the combustibles of the roof structure. To give good access and apply PCR to the necessary areas the chimney should be taken down to the roofline then PCR should be applied. The PCR would need to dry for 48 hours with a fan. The 3rd° creosote would cook off from the chemicals and to be easily removed from the chimney. Then the chimney would be rebuilt back up to the code height for wood. This work was all done textbook for the NFPA 211 standards for Chimney Inspection cleaning and repair. What they require is a level III inspection. This is explained in the NFPA 211 as dismantling the chimney to access necessary components to ensure the chimney is safe sound and free of the 3rd° creosote deposits. I told them that I would be 100% willing to give them a full refund for the Groupon they paid for if they wanted to pursue the work on the chimney. I felt I gave them all the necessary information to make a educated decision on how to permanently solve their chimney solutions. I'm pretty sure they are unaware or do not fully comprehend the standard NFPA 211 levels of inspection and process of service in the chimney service trade. You clean a chimney only if it is safe for future use otherwise the technician takes on the liability of a failure to the system.  Those very important safety issues aside, she must contact GROUPON for a refund, as our company did not take her money, card information, etc... Groupon can refund her directly. I'm disappointed she did not call the office to inquire about any of this, and give us a chance to better explain things.