Business ProfileforCrown Chimney LLC

My pellet stove tune up and hearth pad installation could not be done. The exhaust pipe was too short to meet code on the roof. The added cost to fix it was too costly. A roofer would have to repair the roof as well if I agreed to the added repairs. I decided not to. There was no work done to the pellet stove except for the removal of the exhaust pipe. I was informed by the technician, the office was asking me to pay a $250 inspection fee. I was never informed of this fee beforehand. Since the work never got done, this was a way for this business to recoup a fee which was extremely expensive. Over the past 3 years, I have given this company a ton of money on chimney repairs. I refused to pay the inspection fee since I was never informed of it beforehand. I was told by Stephanie, the office manager, that she was very disappointed with me! She's complaining? I'm the one that they tried to take advantage of! I will never use the services of this company again. Beware!

Ms. ******* has been a customer of Crown Chimney since 2018 and we are sorry to have let her down. Our technicians dispatched to Ms. ********* home to perform contracted work which included the inspection and cleaning of a pellet stove and flue. As the NFPA 211 Level 1 inspection was conducted, it became evident that the appliance and venting system did not meet code requirements. Ms. ******* declined proceeding with the contracted work and was not interested in pursuing alternate solutions to rectify the situation. Our crew attempted to collect payment for work that was performed, however, we were negligent in confirming financial obligations prior to that service. Our office representative shared a phone conversation with Ms. ******* that was unfortunately cut short but, as a good faith gesture, we waived the $250 inspection fee.

********'s critique inspired us to reevaluate how we effectively communicate the scope and cost of a job. Through that exercise we have challenged ourselves to audit other standard operating procedures to ensure customer and business expectations are identified and met. Mistakes are opportunities and with every lesson learned, we improve as individuals and as a Company. Crown is committed to the journey that allows us to progress and, as a result, offer the customer service excellence we strive for.

At no time was I informed that the $250 inspection fee was waived until I read the business comment listed on BBB. The call from the office manager later in the day of the service appointment, revolved around getting me to pay the inspection fee. This business failed to admit unfair business practices and needs to be reminded that people work hard earning a livelihood and their pricing needs to be fair and affordable. Customers need to know beforehand the fees involved. I hope the owner will treat their workers as well with fair compensation while maintaining employee safety on jobsites. Running a business should not be all about money. Consideration and respect for all people is what we need.

******** - we are most sorry that your experience with us did not compare with the expectations we have met over the years. In reviewing your file, the work we enjoyed performing for you in the past was for more complex projects so we quickly diagnosed that you were not apprised of our price list for standard services - we acknowledge our error in not informing you of associated fees.

Our return phone call to you was abruptly cut short and we were unable to share that we waived the fees for our technician's time, materials and travel. While we pride ourselves in supporting local schools, athletic teams, and charitable events, as a successful business, we do charge for our professional services. At Crown we strive for excellence as well as progress. Recognizing our mistake, this experience has provided us the opportunity to review communication procedures among our team and customers. As a family business, family is everything - our family consists of our crew, our peers and our customers. We are sorry that you chose to leave the family and wish you the very best in all of your future endeavors.