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BBB Accredited Business sinceAdditional Locations
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This company offers inspections and cleaning for chimneys, woodstoves, inserts and gas conversions along with major and minor repairs, duct and dryer vent cleaning.
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A BBB Accredited Business since
BBB has determined that Chimney Doctors meets BBB accreditation standards, which include a commitment to make a good faith effort to resolve any consumer complaints. BBB Accredited Businesses pay a fee for accreditation review/monitoring and for support of BBB services to the public.
BBB accreditation does not mean that the business' products or services have been evaluated or endorsed by BBB, or that BBB has made a determination as to the business' product quality or competency in performing services.
Reason for Rating
BBB rating is based on 13 factors. Get the details about the factors considered.
Factors that raised the rating for Chimney Doctors include:
- Length of time business has been operating
- Complaint volume filed with BBB for business of this size
- Response to 2 complaint(s) filed against business
- Resolution of complaint(s) filed against business
Customer Complaints Summary Read complaint details
|Complaint Type||Total Closed Complaints|
|Problems with Product/Service||1|
|Total Closed Complaints||2|
Customer Reviews Summary Read customer reviews
|Customer Experience||Total Customer Reviews|
|Total Customer Reviews||1|
Licensing, Bonding or Registration
This business is in an industry that may require professional licensing, bonding or registration. BBB encourages you to check with the appropriate agency to be certain any requirements are currently being met.
These agencies may include:
Type of Entity
Business ManagementMr. William B. Hussel, President Ms. Betty Pasqueno, Office Manager Mr. Steve Pasqueno, General Manager
Related BusinessesHansen & Sons Chimney & Fireplace Co.
Chimney Builders & Repair Chimney Cleaning Masonry Contractors (NAICS: 238140)
Alternate Business NamesChimney Doctors-America's Best MW Industries of Wisconsin, Inc.
Industry TipsHome Improvements
Customer Review Rating plus BBB Rating Summary
BBB Customer Review Rating plus BBB Rating Overview
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Types of Complaints Handled by BBB
BBB handles the following types of complaints between businesses and their customers so long as they are not, or have not been, litigated:
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BBB Complaint Process
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What government actions does BBB report on?
BBB reports on known government actions that are relevant to the business's marketplace dealings with the public.
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Additional Phone Numbers
- (262) 248-5114(Phone)
- (262) 338-6080(Phone)
- (262) 338-9338(Phone)
- (262) 367-7308(Phone)
- (262) 377-2411(Phone)
- (262) 549-6003(Phone)
- (262) 569-1115(Phone)
- (262) 632-1580(Phone)
- (262) 654-8507(Phone)
- (262) 673-4545(Phone)
- (262) 691-4412(Phone)
- (262) 767-1800(Phone)
- (262) 784-1551(Phone)
- (262) 784-8000(Phone)
- (414) 352-2446(Phone)
- (414) 429-6164(Phone)
- (414) 463-3877(Phone)
- (414) 463-3899(Phone)
- (414) 463-4180(Phone)
- (800) 236-1552(Phone)
- (800) 244-4181(Phone)
Complaint Trends - Last 3 Years
Customer Review Trends
BBB Customer Review Rating plus BBB Rating Overview
BBB Customer Reviews Rating represents the customers opinions of the business. The Customer Review Rating is based on the number of positive, neutral and negative customer reviews posted that are calculated to produce a score.
|Customer Review Experience||Value|
|Positive Review||5 points per review|
|Neutral Review||3 points per review|
|Negative Review||1 point per review|
BBB letter grades represent the BBB's opinion of the business. The BBB grade is based on BBB file information about the business. In some cases, a business' grade may be lowered if the BBB does not have sufficient information about the business despite BBB requests for that information from the business.
BBB Letter Grade Scale
Star Rating scale
BBB Customer Review Rating plus BBB Rating is not a guarantee of a business' reliability or performance, and BBB recommends that consumers consider a business' BBB Rating and Customer Review Rating in addition to all other available information about the business. If the BBB Rating is NR then only Customer Reviews are used for the Star Rating.
Problems with Product/Service
Read Complaint Details
Complaint: My wife contracted this recommended company to do some work on our duplex. The work was started, my wife received a call that the workman may not be able to do what we had agreed to. My wife said she was not interested in spending more money. He stated he would find out what could be done and get back to her. Never heard back and then received the bill. They went forward on a job after suggesting they may not be able to complete it according to our previous expectations. They demolished the chimney stack at expert prices, prices we were paying to have the chimney rehabilitated. We could have had it torn down for a lot less cost. They then met with my wife after the fact and yelled at her and attempted to intimidate her, suggesting it was her fault they did not get a correct estimate and do the job right. They then quoted her a second price at $5000.00 more to make the fireplace chimney workable. I contacted *** ***** and expressed my dismay with these two employees behavior toward my wife. He said that they owed her an apology and would get back with me to see how the second employee remembered the events Next thing we get is an email asking for money and saying he and I resolved everything. Now I don't trust him. He never arranged for his employee to apologize to my wife and the effort to quickly get the money suggests money is more important than his honor. He has now dishonored his name and reputation. I would have liked them to have done the rest of the work but now I don't want them on our property. I do not want to pay $4500.00 to have a chimney stack shortened and made defunct. I want them to apologize to my wife for their behavior towards her and split the bill in half for not giving us the option to cease when he told us he would get back to us with options going forward.
Desired Settlement: Since we didn't get what we hoped for and were not given the chance to stop the work before they went forward on it, I think 50% of what they charged would be fair considering we have reputable contacts to disassemble a chimney stack. And now we still need to pay for someone else to make it functional.
This is our response to regard to subject complaint filed by ***** ****.
I believe that this issue is 90% resolved between ******* doctors and ***** ****. However, because we are approaching the seven business day deadline with regard to filing our response, here is an update:
I phoned Mr. **** the day (October 11th) that I received the BBB complaint and apologized for several misunderstandings on our part with regard to the resolution of his initial concerns. We both agreed that he would call me on Monday, October 14th, after discussing this matter with his wife.
On October 14th, he and his wife visited our office and discussed the entire matter with our ****** ******* (***** *****). I'm told that this was the beneficial meeting regard to all parties, and that ***** ***** agreed that **** ****** would provide Mr. and Mrs. **** with an updated proposal to install a new direct vent gas fireplace in their rental property “at cost” – approximately 50% of normal retail prices.
This proposal was sent to ***** **** on October 15, 2013 () – please see copy attached. This proposal also included an additional $600 reduction in price for the reconstruction of their fireplace base which was found to be deteriorated after we opened up the fireplace enclosure. Our original price to reconstruct this fireplace base was $1800 and was reduced to $1200 to show a gesture of good faith to Mr. and Mrs. ****.
******* **** replay by e-mail on October 15th ()– stating that she was looking for an absolutely low price unit and I responded that our proposal was indeed the lowest priced unit that we offer.
At this point, we are waiting for a response from Mr. & Mrs. **** with regard to our latest proposal of October 15, 2013 ().
We intend to continue working with Mr. & Mrs. **** to resolve their dispute in a satisfactory manner.
***** * ****
**** * ********* ***
********** ** *****
******* *** ****
**** * ****** **** **
********** ** *****
Dear Mr. ******,
I have to finalize my thoughts as they pertain to our experience with you. We contracted to have what we thought was expert chimney work done with the result being a safe and functional chimney. It became apparent to your technician that this might not be possible. He informed my wife and she stated she did not want to spend any more money and asked for options. The technician said he would check to find out what our options would include. He never got back to my wife. He continued on, even though there looked to be no activity week after week at the duplex. Then we received a bill for the full amount. When my wife inquired where the vent was, she was told they couldn’t put it in so they closed it up.
If we had been informed of the inability to do the work, as stipulated by the contract, we would have halted the work and had the chimney stack torn down by someone for half the price. We were denied that option and asked to pay $5,690 for this work that requires no special expertise.
We feel defrauded by approximately half that amount. We sought relief from this injury from ******* *******. You said you would take $600 off the next labor and sell us the insert at cost. There were no less expensive options offered.
I have lost the trust factor in this relationship. $600 is hardly a level of pain that compares to ours monetarily. I have no confidence because of that to think we are really saving money on the insert when it seems there are much less expensive options on the market.
I have no more time to devote to this. ******* ******* honor has a low price tag. We will maintain our honor by paying the breached contract in full minus the price of the vent, which we never received due to the uncompleted work, and the approximate labor cost to install it. Enclosed is a check for $3,090.
We will let stand our complaint at the Better Business Bureau hoping that somewhere someone else will be protected and ultimately integrity becomes the priority over money.
***** * ****
Read Complaint Details
Complaint: Chimney Doctors solicited my business with a coupon mailed to my home. With that coupon in mind i sought out their service and when i handed the coupon to the repair man he said "Oh, thats not going to be honored because it was a mistake" and he refused to take it. I then called the office and was told the same thing.. now i get my bill without my coupon discount. The estimate was $478 for the repair and when i got the coupon for $32 off any repair over $100 I decided that was the company to hire to complete the work. If they don't have to honor this coupon they could keep putting out "MISTAKE" COUPONS ALL THE TIME to increase their business and profit margins on the back of the consumer! If the coupon is indeed a "mistake" I feel it is the company's problem and they must honor the coupon regardless.
Desired Settlement: i would like to pay my bill of $478 minus the $32 offered on the coupon.
With regard to Mr. ********'s complaint, here is our response:
1. Mr ******** is requesting a $32.00 credit for a coupon from a Money Mailer mailing.
2. The coupon (attached) clearly states that "Coupon #MM513 Must Be Noted On All Contracts". This is a requirement because our discount is given to serve as an incentive for customers to have us do the chimney repair at a time when they are reviewing various other competitor bids. We did not intend the discount to apply if a customer happens to find the coupon AFTER his decision was made to have us do the work (this is similar to a customer purchasing a retail item like shoes, hat, etc), then finding a coupon after the purchase is made, then going back to the store later and asking for the discount. Most retail stores would not honor the coupon.
Besides, our coupon clearly states this is not valid.
3. Mr. ******** did not present his coupon until he presented it to our foreman AFTER the job was completed.
4. Mr. ******** had our e-mail address and phone number and could have easily notified us that he had the coupon.
5. We also replaced the entire plywood top of his chimney at no extra charge. This normally would have been a $90.00 extra charge. This extra work was clearly over and above our proposal.
Considering the above items we ask that Mr. ******** submit his final payment ($478.00) to us on or before.
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID *******, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]
My complaint remains unchanged. I got a coupon in the mail for $32 off any job over $100, and my job was $478. I came out of the house to use my coupon and pay the bill and the foreman said "Sorry, they won't accept this coupon because it was a mistake, it was supposed to say $32 off of a $1,000 job". That mistake is not my fault. In 58 years of living in Wisconsin I have never had a company refuse to honor a coupon - THIS IS A FIRST.
I will pay the full bill and hope there is some honesty and integrity at Chimney Doctors to give me the discount that I considered when I used them for this job. Of course, by not honoring this coupon they will lose a customer which should be important to them. I would also like them to know that, based on this coupon experience, I would NEVER recommend them to anyone who asks about Chimney Doctors as a company to use to have their chimney cleaned or repaired.
Again, my complaint remains