Business ProfileforFred's Chimney Magic, Inc.

They didn't honor the published promotional price for the chimney cleaning they advertised, tried to extort more money for the same service when they showed up at my house for the appointment, and then attempted to upsell me on additional services not directly related to the cleaning service I hired them to perform. They ended up leaving without doing anything, which required me to hire someone else at the last moment, resulting in a considerably higher expenditure of money and time. The servicemen who came here were not only extremely rushed, but spoke to us in a manner which was brusque, condescending, and rude. I would definitely avoid this business. They offer very poor customer service and are totally unprofessional.

Dear ***** aka *********,We appreciate you taking the time to share your experience, and I want to address your concerns to ensure a fair representation of the events that transpired during our recent service visit to your home. Firstly, I want to clarify the nature of the service you purchased through the Groupon promotion, which was for a basic cleaninga standard industry term referring to the removal of creosote and soot from a chimney flue, free of any debris. The photograph you kindly provided revealed the presence of a nest, composed of branches and leaves, in your chimney. This meant that the service required additional steps, namely the removal of the nest before a proper cleaning could be performed. Our technicians, far from demanding anything from you, sought to provide a comprehensive solution. They explained that a nest removal and cleaning would be $239, but in recognition of the Groupon promotion, they offered a discounted rate of $189 by deducting the $59. Unfortunately, the communication seemed to break down at this point, as you responded in a manner that our technicians found vulgar and disrespectful. Contrary to the impression that our technicians were in a rush to leave, they took the time to ascend to your roof and explain that the oversized chimney cap was the entry point for the creature that built the nest. This information was meant to help you avoid a recurrence in the future. They also diligently inspected your chimney, ensuring a thorough understanding of the situation. It's important to note that the cost you mentioned for another chimney company to perform the nest removal and cleaning, at $159, falls within a competitive price range, reinforcing that our offered rate of $189 was reasonable for the additional work required. While we understand that emotions can run high during such situations, we pride ourselves on great customer service and felt compelled to reach out to you despite the challenges faced during the appointment. Your desire for a discounted new chimney cap, however, presents a challenge as we strive to maintain fair and competitive pricing for all our customers. We acknowledge that misunderstandings can occur, and we remain open to further discussion to address any lingering concerns you may have. We value your feedback and strive to rectify any misconceptions about ****'s Chimney Magic. Thank you for your understanding. Sincerely, ****'s Chimney Magic