Chimney Sweepers provided two services to my chimney on November 18, 2019. First, the chimney was cleaned, which was my reason to have them there. I have no complaints about the chimney cleaning.
My complaints are three-fold:
- the repair of the bricks on the top part of the chimney was horrible(photos can be provided)
- somehow I purchased a guarantee I specifically stated I did NOT want
- the total lack of response to my complaint
Here are the details:
The repair of the bricks was sloppy and ugly. I did NOT want it done, but admit I agreed due very high, relentless pressure from the representative. It was not done properly. The bricks should have been caulked, not slopped with black tar. The photos say it all.
I specifically said I did not want to buy a guarantee and I strongly stuck to that. There was no agreement on my part to purchase a guarantee. Why would I do that? I did not clean my chimney for 12 years, so I would hardly go to a yearly cleaning. I did not realize I had purchased the guarantee until I scrutinized my online invoice. It's just that I made it so clear that that was NOT what I wanted.
My biggest complaint is the lack of communication. When I called the local office, I always got a young woman with no authority who basically dispatches the guys. She gave me the address and email for contacting the main office in Houston. I sent an email 11/21/19. There was never a reply. I sent a certified letter 12/5/19. It was returned unclaimed. I sent a local letter 12/5/19. It was returned as undeliverable. I called the local office, same young woman, 12/17/19 and explained all this. I was told that the manager would call the next day. Never happened.
The invoice specifically refers to "Dispute Resolution". How can there be resolution without even a response to my complaint.
Chimney Sweepers provided two services to my chimney on November 18, 2019. First, the chimney was cleaned, which was my reason to have them there. I have no complaints about the chimney cleaning.
My complaints are three-fold:
- the repair of the bricks on the top part of the chimney was horrible(photos can be provided)
- somehow I purchased a guarantee I specifically stated I did NOT want
- the total lack of response to my complaint
Here are the details:
The repair of the bricks was sloppy and ugly. I did NOT want it done, but admit I agreed due very high, relentless pressure from the representative. It was not done properly. The bricks should have been caulked, not slopped with black tar. The photos say it all.
I specifically said I did not want to buy a guarantee and I strongly stuck to that. There was no agreement on my part to purchase a guarantee. Why would I do that? I did not clean my chimney for 12 years, so I would hardly go to a yearly cleaning. I did not realize I had purchased the guarantee until I scrutinized my online invoice. It's just that I made it so clear that that was NOT what I wanted.
My biggest complaint is the lack of communication. When I called the local office, I always got a young woman with no authority who basically dispatches the guys. She gave me the address and email for contacting the main office in Houston. I sent an email 11/21/19. There was never a reply. I sent a certified letter 12/5/19. It was returned unclaimed. I sent a local letter 12/5/19. It was returned as undeliverable. I called the local office, same young woman, 12/17/19 and explained all this. I was told that the manager would call the next day. Never happened.
The invoice specifically refers to "Dispute Resolution". How can there be resolution without even a response to my complaint.