Vonderhaar Fireplace, Stoves and Masonry, LLC

[A default letter is provided here which indicates your acceptance of the business's response If you wish, you may update it before sending it If you and the business have reached an agreement and compliance is set for a future date, we trust the business will comply Please contact us after that time if the matter is not resolved as agreed and we will review the complaint and proceed accordingly.] Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me Regards, [redacted] ***

The chimney fire was caused by using unseasoned wood It is our opinion the dent was not caused by our technician nor was the dent the cause of the chimney fire When there is a chimney fire the air cooled pipe in many cases is crumbled from the depletion of oxygen during the fireAs far as using the old chase as a non combustible support as opposed to what is underneath the structure which is normally plywood has no bearing on the installation The new stainless steel chase cover extended over the old galvanized chase cover and was properly installed We discussed this with the original insurance agent in detail multiple times As stated the chimney fire was not caused by our installation of the chase cover but from using unseasoned wood over an extended period of time We do not believe a refund is in order for this customer

Everything was resolved with customer and appointment rescheduled to our non busy season [redacted] called customer and apologized and customer was going to remove complaint, but he said he wasn't computer savvy

[A default letter is provided here which indicates your acceptance of the business's response If you wish, you may update it before sending it If you and the business have reached an agreement and compliance is set for a future date, we trust the business will comply Please contact us after that time if the matter is not resolved as agreed and we will review the complaint and proceed accordingly.] Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me Regards, [redacted]

I spoke to customer. We are all good as of our last conversation. We completed the repair a few days after the complaint and I spoke to her as well. She was very understanding. Hopefully she will remove this review as the work was completed

We would not have purposely disregarded your cap order just because you did not have your chimney repaired Some older chimneys in disrepair may need special clamps to secure cap that would not be needed if repairs were done to chimney and cap was secured when new crown was poured Your
neighbor has a custom cap that may require the chimney to be repaired to secure to top We do not like doing band aid repairs as they seldom satisfy the customer Our records indicate the cap was scheduled to be installed I will follow up with technician and have tech stop buy to verify in the upcoming week Sorry for confusion

Once again we did not damage the liner when the cap was installed How does customer know it was not already damaged from original installationA chimney fire occurs from accumulated creosote, not a dented liner Was the engineer present when the new chase cover was installed? As noted in earlier responses to insurance company and this complaint, it is not uncommon for piping to dent when there is a chimney fire because if the rapid depletion of oxygen in the pipe during the fire Creosote accumulates when UNSEASONED WOOD is burned over a period of time

We have been back out and completed all the work per the contract. The only item contracted were the chimney caps. No additional chimney repair work was contracted or completed

*** Vonderhaar went out on January 16, to check out the chimney and told the customer when it warmed up, we would come back out and clean the chimney*** Vonderhaar didn't see any mortar on the bricks but told him we would return and clean the bricksWe returned on January 20, when
it was almost degrees and cleaned the bricksThere was no mortar on the bricks themselves, this was haze on the bricks, that is actually the brick itselfWe had to do the repair in phases to ensure the stability of the chimney because of where the repair was located*** Vonderhaar went back out on April 24, because customer texted him on April 23, He was concerned about when we were going to come out*** Vonderhaar assured him we had already been back out and asked him what kind of problems had arisenHe was reluctant to give additional information about the chimneyWe do see the difference in the mortar from the right side versus the left sideWe propose to have the original mason come out on Wednesday, April 29th (weather permitting & customer approval) and blend the mortar in to match

[A default letter is provided here which indicates your
acceptance of the business's response If you wish, you may update it before sending it If you and the business have reached an agreement and compliance is set for a future date, we trust the business will comply Please contact us after that time if the matter is not resolved as agreed and we will review the complaint and proceed accordingly.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me.
Regards,
*** ***

The chimney fire was caused by using unseasoned wood.  It is our opinion the dent was not caused by our technician nor was the dent the cause of the chimney fire.  When there is a chimney fire the air cooled pipe in many cases is crumbled from the depletion of oxygen during the fire. As...

far as using the old chase as a non combustible support as opposed to what is underneath the structure which is normally plywood has no bearing on the installation.   The new stainless steel chase cover extended over the old galvanized chase cover and was properly installed.  We discussed this with the original insurance agent in detail multiple times.  As stated the  chimney fire was not caused by our installation of the chase cover but from using unseasoned wood over an extended period of time.   We do not believe a refund is in order for this customer.

Again, I get a vague acknowledgement of the issue and intent to fix it. Because of past experience, I don't put much faith in this. I cannot agree that this is resolved until the work is completed.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.I am copying the report from the Engineer referenced in my original complaint below and I am attaching pictures of the faulty work done by Vonderhaar as evidence to support my complaint.  I have more than the 4 that it will allow me to attach and can send via email.If their argument is that the fire was caused by using unseasoned wood, where is their evidence to support that claim?
Regards,
[redacted] And [redacted]Report from [redacted]:From:        [redacted] <[redacted]> To:        "[redacted]" <[redacted]> Cc:        [redacted] <[redacted]> Date:        10/05/2017 04:33 PM Subject:        MAPFRE Claim [redacted] - [redacted] Residence Mr. [redacted]~ This email correspondence summarizes our conversation today regarding the fire in the chimney flue of the [redacted] residence.  The fire originated in the top section of the flue and cap; the fire results from soot accumulation around a dented coupling and inside the chimney cap; the denting of the coupling is indicative a mechanical damage incurred when the chimney cap was replaced.  No damage to the fireplace insert or remaining balance of the flue was observed. With respect to the two contractors claiming they need to replace the flue (and insert) in its entirety, they need to justify the replacement beyond the area of damage observed by [redacted] during the examination.  If they observed additional damage or believe the flue requires replacement due to Ohio Revised Code, they should provide information documenting such and I will revise my summary report as necessary. I hope the preceding is sufficient for you to continue your work in resolution of the case.  Please contact me should you have any questions or wish to discuss further. Sincerely, ~[redacted], P.E. <mime-attachment.png>Engineering Design & Testing Corp. Cleveland District Office (o) 440.239.0362 (f) 440.239.0537 (c) 216.408.8775

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.  If you and the business have reached an agreement and compliance is set for a future date, we trust the business will comply.  Please contact us after that time if the matter is not resolved as agreed and we will review the complaint and proceed accordingly.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. 
Regards,
[redacted]

For my complaint, I went to see what was on my card and the date - and realized my assumption of how much they took from my account was less then I reported.Is there a way to update my complaint to reflect this amount verses the 425.00 I posted?I also see that this was a "debt" deduction there would...

be no interest accrued. 06/02/2016 $237.50 DEBIT CARD PURCHASE AT VONDERHAAR FIREPLA, CINCINNATI, OH ON 053116 FROM CARD#: [redacted]

Everything was resolved with customer and appointment rescheduled to our non busy season.  [redacted] called customer and apologized and customer was going to remove complaint, but he said he wasn't computer savvy.

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.  If you and the business have reached an agreement and compliance is set for a future date, we trust the business will comply.  Please contact us after that time if the matter is not resolved as agreed and we will review the complaint and proceed accordingly.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. 
Regards,
[redacted]

One of our service reps at the office has been in touch with the customer.  There was a delay in responding to the customers request and we are trying to accommodate their needs.  We will refund their inspection fee asap.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me pending it is completed.
Regards,
[redacted]

[A default letter is provided here which indicates your acceptance of the business's...

response.  If you wish, you may update it before sending it.  If you and the business have reached an agreement and compliance is set for a future date, we trust the business will comply.  Please contact us after that time if the matter is not resolved as agreed and we will review the complaint and proceed accordingly.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. 
Regards,
[redacted]