Mr. Smokestack Chimney Service, Inc

Our complaint about Mr. Smokestack is that his job of installing our chimney liner and fireplace was so bad it caused a chimney fire and I have picsMr. Smokestack installed a chimney liner and a fireplace insert in my home back on Oct 11 2011. We went good for a while. We always used proper wood from a wood service. The performance started lacking at the end of the 2013 season so we called [redacted]. They came and swept the chimney for us. Things were fine for a while, until we had a small chimney fire. I took the plate off that goes around the fireplace, and found horrific workmanship! The transition piece that goes from the stove to the liner was not even screwed in. It was just dangling by only 2 screws at the top. there was also an enormous amount of creosote BEHIND my stove where it had just fallen out of this gap. Luckily that did not combust. I have detailed pictures of the work. My wife called and was brushed off until I emailed those pics to him and his men came out and took the time to make the transition piece fit correctly. Again I have before and after pics. I was told by another professional that the reason for all the creosote buildup and the ultimate reason for ALL the problems was that the transition was never installed properly which caused it to "suck in non combusted air which has humidity in it and cause a huge buildup of creosote. They never took the time to inspect my liner after all of that, and told me and my wife never to call him back. The said issues caused a crack in my chimney liner which now I am left to replace something that should 100% be HIS responsibility. I also failed to mention that in the first year of having it, the rain come pouring in the house because he also failed to properly seal the top of my chimney. Once again, not MY fault. He came out for no charge then and fixed it also. In conclusion, I feel that because it was such poor work, and he had to come out a couple of times for free, now he has totally turned his back on us and left me with a very expensive mess. This is our ONLY source of heat, and because of all this, and how much he charged me I cant afford to get this rectified without some accountability from him.Desired SettlementThe only thing we want out of Mr. [redacted] is for him to admit to his poor work and make it right. That fire could have burned my house down, luckily I was home. I have pictures of the install which prove everything I'm saying. We would like him to do another thorough inspection of everything and replace any damaged parts. WE are not looking to get money out of this, we just want some piece of mind. If he would please just fix this wrong we would never bother him again unless he wanted us back as loyal customers. Thank you for this consideration.Business Response /[redacted]/Good morning Mr. [redacted]. I would like to start by stating, this report saddens me for multiple reasons sir!1 - We did indeed install your existing wood-burning insert back on Oct 11 2011.2 - The reason for you having a chimney fire was because of the lack of maintenance apposed to a installation issue. You said it yourself sir, you utilize your appliance for Heating Your Home. This means, this appliance is utilized Day and Night in the winter season! In your words; We had a chimney fire in 2013, two (2) years after we installed your Wood-burning Insert for you sir! Chimney Safety Institute of America (CSIA) states the following;- A appliance should be Inspected at least Once A Year Plus Swept if need be. Considering you folks utilize your appliance as your main source of heat, I would imagine you would utilize at least 1-2 Cords of Wood per season. I would highly recommended having this appliance swept 1-2 times a season to prevent any further issues.Regarding us 'brushing off' Mrs [redacted]'s phone calls, I can only state the following because it was me (The Owner) who received the phone call/s.- I simply stated that I would recommend you folks utilize a different chimney service company due to the abruptness and sour language I endured while in the midst of trying to communicate with your wife. We are a Professional, Locally Owned Chimney Service Company sir, we are not a 'Fly By Night' company! If you look at our ratings/reviews ANYWHERE on line, you shall recognize the Customer Service Plus workmanship we provide to our clients is Second To None!You also mentioned a 'Crack in the Chimney Liner'? If this is true, I would recommend No Further Use of THIS APPLIANCE prior to having it inspected due to the risk of Heat Transfer to Nearby Combustible Areas of your home. We would be more than happy to send one of our technicians (All Our Technicians Are CSIA Certified) out to your home to check this for you! If we find any issues with this flue liner, we shall fix it! However, if we do not find any issues with it, there shall be a Trip/Inspection Charge of $99. When we initially received your call for service back in 2011, I personally expressed to you that you were NOT in our service area but we would go-ahead and look at your project anyway. As stated above; We shall definitely check this liner out for you but please understand the following, we are booked out for 7-8 weeks at this juncture due to the demand upon our Customer Service Plus Workmanship. If you wish for us to inspect your flue liner Mr. [redacted], please don't hesitate contacting us at your convenience sir!