Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:03/24/2025

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  April of 2024 I contacted Gass Masonry Restoration for an inspection and cleaning of my residential chimney. **** **** said the crown needed replaced and the brick tuck pointed. The cleaning, my initial concern, would be part of the $2,500 oral quote for the work. **** employees **** pointed and poured a new crown, completing work on April 18, 2024. **** came to my house while I was at work and spoke with my wife, asking for the $2,500, Knowing the cleaning had not been done, my wife called me and asked what to do. I told her not to pay until the work was complete. **** told her they would return for the cleaning, but he needed the payment. On my wife's insistence, **** wrote on the receipt that they would return for the cleaning.Over 8 months I repeatedly called **** about the cleaning. I was told they did not do the cleaning until fall, and would clean when in my area. At various times, I saw ****** work truck in my neighborhood. In November 18, his ******** page posting was that **** was about caught up with masonry work and would begin cleanings. I responded that it was good news, and it was getting cold and would like to use our fireplace. Numerous calls to **** were unanswered, at times with a full voicemail box. I finally reached **** in late December, and he set a January 3rd appointment to do our cleaning. On the morning of January 3, I received a call from ****** ****, canceling the appointment because his worker did not come to work. She assured me **** would call by the end of the week to reschedule. She described herself as "His Conscience". No call was ever received. Later in January I called ****** ****** phone from a neutral number. She apologized, saying her husband had been sick for almost a month and unable to work. She assured me we would get a call. No call was ever received. With winter nearly over, I had another chimney contractor out. He inspected the chimney and said the crown was improperly poured, shedding water inward.

  Business Response

  Date: 04/14/2025

  **** ****

  It was an oversight on my part as to why I didnt respond to the first notice. 
  **** ******* did contact me about sweeping the chimney. I told him I would do it in the fall when I was sweeping chimneys, there was also some firebox repair that needed done as well as an extra charge. I believe it was $350. After I would have swept it it would have told me if the chimney was up to code up to todays standards. However I had to take an early layoff1. I was sick most of the winter. Also I had a project that was over 100 thousand dollars that almost bankrupt my company. I didnt know until about 6 weeks ago if I was going to be able to continue my business. Im in a lawsuit and I was under a lot of stress and I do apologize for not making the appointment with Mr. ******** I will be glad to reimburse him for the other inspection/cleaning and as far as the crown that is the way we pour our crown and we warrant it for 10 years. Thank you

  **** ****

  Gass Masonry Restoration 

  Customer Answer

  Date: 04/22/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********. I attached a work order from Old World Chimney Sweep, with a quote of $249.95 to perform a cleaning. I paid said company $89.95 to come out and conduct an inspection. I would be satisfied with Mr. ***** agreement to make reimbursement. 

  
  Sincerely,
  
  **** *******