Total Chimney Care

Sir, I do apologize that you are dissatisfied with our serviceI see that you had emailed our office and we received that email on Monday 10/27/15. Our office noted that they called you to set up new appointment to see what happened, and I had called on Thursday 10/29/at about 10, I truly
apologize for you not being contacted in a more timely manner.To address your individual complaints: In regards to the tote lid being left on top of the chimney, I asked the tech about this and he told me it was up there when he started, he thought you wanted it up there for some reason, and when completed the job, left it there.In regards to the masonry crown repairs quoted and completed, there were different chimneys repaired, with different methods of repair.One of the chimneys had only small cracksThis chimney was estimated to have a product called Crown Coat applied to itThis is more than just paint, it is an elastomeric coating that is specifically designed to repair cracks in a masonry chimney crown.The other chimney actually had the chimney crown removed and replaced with new mortarSpeaking with the technician, he told me that he indeed did replace that crown, and cracks were probably from shrinkageI agree with you that cracks should not have appeared so soon after the crown was laid.I would have liked to rectify this matter privately, or even come back out there, but I understand your frustrationI see your request for refund and have sent out this refund this afternoon in the amount you requestedIf you would like to talk about this, please call the office at ###-###-#### or email us at ***@***.com I apologize that you felt the need to go through a channel like the Revdex.com and that you could not come to us directly, or if our office was not quick enough to respond in a more timely mannerThis was not done on purpose and understand that a quicker response would have given you more confidence in our company.Thank you

Sir, I do apologize that you are dissatisfied with our serviceI see that you had emailed our office and we received that email on Monday 10/27/15. Our office noted that they called you to set up new appointment to see what happened, and I had called on Thursday 10/29/at about 10, I
truly apologize for you not being contacted in a more timely manner.To address your individual complaints:
In regards to the tote lid being left on top of the chimney, I asked the tech about this and he told me it was up there when he started, he thought you wanted it up there for some reason, and when completed the job, left it thereIn regards to the masonry crown repairs quoted and completed, there were different chimneys repaired, with different methods of repairOne of the chimneys had only small cracksThis chimney was estimated to have a product called Crown Coat applied to itThis is more than just paint, it is an elastomeric coating that is specifically designed to repair cracks in a masonry chimney crownThe other chimney actually had the chimney crown removed and replaced with new mortarSpeaking with the technician, he told me that he indeed did replace that crown, and cracks were probably from shrinkageI agree with you that cracks should not have appeared so soon after the crown was laidI would have liked to rectify this matter privately, or even come back out there, but I understand your frustrationI see your request for refund and have sent out this refund this afternoon in the amount you requestedIf you would like to talk about this, please call the office at ###-###-#### or email us at ***@***.com
I apologize that you felt the need to go through a channel like the Revdex.com and that you could not come to us directly, or if our office was not quick enough to respond in a more timely mannerThis was not done on purpose and understand that a quicker response would have given you more confidence in our companyThank you

Review: Hired the company to inspect/repair two wood-burning fire places and their respective chimneys to safe functional status. Following work completion and reassurance by the contractor that I was ready to burn a fire, my house filled with smoke on the first attempt. It was found that they left a plastic tote lid on top of the flues effectively sealing them off. During this discovery it was found that they did not replace the broken chimney crown, that was clearly noted in the quote and final ticket as having been replaced. Instead they only painted the broken crown.Desired Settlement: I do not want the company to perform any more work on my premises. I would like to receive a refund of the charges made for the replacement of the chimney crown that was not actually replaced. The value that was estimated at was $199.00 plus tax which equals $211.63. I have the estimate, the invoice ticket, and a photograph of the crown approximately one week after the work was performed showing three (3) significant cracks that would not exist on a new crown installation after only a week.

Business

Response:

Sir, I do apologize that you are dissatisfied with our service. I see that you had emailed our office and we received that email on Monday 10/27/15. Our office noted that they called you to set up new appointment to see what happened, and I had called on Thursday 10/29/15 at about 10, I truly apologize for you not being contacted in a more timely manner.To address your individual complaints: In regards to the tote lid being left on top of the chimney, I asked the tech about this and he told me it was up there when he started, he thought you wanted it up there for some reason, and when completed the job, left it there.In regards to the masonry crown repairs quoted and completed, there were 2 different chimneys repaired, with 2 different methods of repair.One of the chimneys had only small cracks. This chimney was estimated to have a product called Crown Coat applied to it. This is more than just paint, it is an elastomeric coating that is specifically designed to repair cracks in a masonry chimney crown.The other chimney actually had the chimney crown removed and replaced with new mortar. Speaking with the technician, he told me that he indeed did replace that crown, and cracks were probably from shrinkage. I agree with you that cracks should not have appeared so soon after the crown was laid.I would have liked to rectify this matter privately, or even come back out there, but I understand your frustration. I see your request for refund and have sent out this refund this afternoon in the amount you requested. If you would like to talk about this, please call the office at ###-###-#### or email us at [redacted].com . I apologize that you felt the need to go through a channel like the Revdex.com and that you could not come to us directly, or if our office was not quick enough to respond in a more timely manner. This was not done on purpose and understand that a quicker response would have given you more confidence in our company.Thank you.