Complaints

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• Initial Complaint

  Date:17/10/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore 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.

  The business was contacted through another party that was repairing an insurance claim. They came to the house and spoke with my husband about what we required. Measurements were then taken and the colour black which was on the exist chimney cap was told to the individual. He wrote this down in a little book. They came out and replaced the chimney cap. I noticed the next day that it was not black when I came home from work. I had already paid them the invoiced price. I contacted them and stated the chimney cap was to be black. They agreed to fix there error. I had to call them back a few times to get them to come back out. When they came, one if the men asked me to come outside and confirm that it was now black at the bottom. I then received an invoice for them to replace with the black included mileage and manufacturing of the new black trim piece. I stated to them in an email that I would pay for the additional material of black, but it was there mistake and I should not have to pay for the to manufacture the proper material and mileage to drive out to fix their issue. Please let me know where you would like me to send emails of conversation.

  Business Response

  Date: 04/11/2024

  see attachment

  Customer Answer

  Date: 09/11/2024

  Hello, after reading the comments from the business, I would like to reply. First of all, some if the dates that where mentioned and some of the comments are not accurate.  The bottom line is, we told the one employee from the company, the cap needed to be black, my Husband watched the other employee measure the cap, it was not covered.  When my Husband called after the cap was installed, he was told the reason it was silver is because it was covered. My Husband went outside and asked the ****** company that was working and told them that the cap was covered.  To which they replied it was never covered.  So, this company has tried to put the blame on everyone but them. The ******************* did not tell them it was black, my Husband did not tell the employee it had to be black and that it was covered by the **************.   And seems convenient that the staff member had deleted the pictures that he was supposed to have taken. Either way, we paid the bill after we had to ask to have the double charge for mileage, and the labour for the mileage taken off.   While we were discussing the cost of the extra labour charge the talks broke down.