Chimney Chap Inc - South Shore Fireplace Inc

"Thank you for contacting us for your chimney needs. We appreciate your business and look forward to working with you again in the future. Happy Holidays! Gina - The Chimney Chap"

"Hello Ms. [Member Name Removed], Thank you for the feedback. Customer satisfaction is of great importance to us. We appreciate the business. If we can be of any assistance in the future, please do not hesitate to contact us. Happy Holidays! Gina - The Chimney Chap/South Shore Fireplace"

"Dear Ms. [Member Name Removed], I am sorry you feel this way about our business and business practices, however this is a good opportunity for us to respond and provide an accurate account of events. You originally contacted us based upon the recommendation of your contractor who has worked with us before. At that time, yes, we were having issues with our integrated phone lines which is rare but not unheard of. In addition, during the spring and summer season we cut back our hours of operation (which is listed publicly). As far as the pellet insert and available options, we have countless options. Unfortunately, you purchased the insert, received delivery, and then months later wanted a different one when the framing was already built for the one you had selected. The first appointment we had to install the unit had to be rescheduled because all your new hardwood flooring waiting to get installed was sitting across the room and blocking the framing where the pellet insert was to be installed. The second appointment had to be rescheduled because you were having the driveway paved. With both of these situations how are we supposed to wheel, carry, and install a 600lb cast iron insert? Finally, the insert was installed on June 1st, and yes, you are right it was not working, something beyond our control when it is a manufacturers defect. We immediately contacted them however and even had a representative from their company inspect the unit. I would like to make note that this is not common. The manufacturer very rarely sends a representative out but made an exception for us being that the unit was brand new and you very unhappy it was not working. We scheduled an appointment to replace the part and calibrate the insert. In order for the unit to be properly calibrated it has to be running for at least 20 minutes. The unit was working and functioning at that time. The Building Inspector did not pass the inspection because the contractor did not follow the instructions concerning the air space required under the hearth he built. The specs I emailed to you from the manufacturer's manual read: "The floor of the enclosure must consist of a minimum of 1-1/4" air space and a layer of 1/2" noncombustible cement board and a layer of tile. The air space must be supported with sheet metal studs and have no combustible material in the air space." The Building Inspector explained this to both you and I at the time of the final inspection. He also recommended we send you a letter stating you would not be able to use it until the contractor corrected this, to free us from any wrongful liability. Now we come to the end where the unit is not working again. I imagine it was not working due to the contractor disconnecting and pulling the unit out as you stated in your review. Once you disconnect the unit entirely it has to be re-calibrated. I am sorry we could not get to you right away, but as explained at that time, the two technicians trained in this field, were attending training courses in another State. Finally, the cost of the permit was $50. We charge more because of our travel time and the time required for the final inspection. As you know, when a final inspection is scheduled, the Inspector does not give a specific time, they give you a 3-4 hour window. We have take this into consideration when charging for a permit. Again, I am sorry for your experience. I can completely empathize with you being a new homeowner how difficult and stressful it is trying to juggle repairs and renovations as I went through it myself. I do however whole heartedly feel your frustrations should have been directed somewhere else. Both myself and the entire staff tried our best to meet all your requests and needs and I am sorry in the end it was not enough. Best of Luck"

"Hi Ms. [Member Name Removed], It was quiet disturbing to see this review as we take pride in the quality and service of our work. We can assure you the chimney cap was installed properly. While there is a limited lifetime warranty on all of our chimney caps, we do not cover hurricane like weather as we experienced a couple of weeks ago when your cap blew off. We had lots of heavy rain, very high wind gusts knocking down trees and loss of power for many people including our store. The warranty does however cover against bending, warping, rusting and corrosion. In addition, we do not charge to come out and assess the problem. However, we did state that we would charge you a discounted price to re-install the cap. We would like to discuss this with you further and come up with a resolution you will be happy with. The last thing we want is an unhappy customer. Please call the office and ask for Rania or Holly. The Chimney Chap Team"