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:10/13/2023

  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.

  On or about June 29, 2021, I entered into a contract with Chimney Cricket to fix a leaking chimney. After three failed attempts to fix the problem, ***************************** sent out men to do a leak test. They asked where my water faucet was explaining that they would have to use my water and hose to pour water down my chimney. I explained that I was not told that Cricket would use anything from my home to conduct their water test and that pouring water down my chimney could cause leaking and potential damage to my new flooring. I showed them the areas that were leaking then they said that they would have to go to the store to purchase a drop cloth because I told them I had no other materials for them to conduct their test. They left and returned a half hour or so later. Upon return, they started to pour water down my chimney. After about 5 minutes they said they could not detect a leak. I showed them the same video and pictures I sent to ******** via mail showing the same leak that was identified upon the company's initial inspection. They looked at the video and confirmed that there was still a leak then left informing me that they would speak to ********.I contacted ******** and shared what was told to me by their workers. That the problem is not resolved. I asked for a refund of the full amount of the payment ($750) because the problem I paid them to fix has not been resolved. ******** told me that there would be no refund and further said that there was no leak even after seeing my video and photos. I advised her that I would pursue other measures including the Better Business Bureau and small claims court to get a refund because the work they agreed to perform was not. Due to their negligence, the leak has moved to my garage needing a full roof replacement. It took me some time to save the money for a roof, now I have an estimate of $13,000. (pictures attached)Pics saved on this link from iCloud *********************************************************

  Business Response

  Date: 11/08/2023

  ************** contacted us for a chimney leak. The work was completed as per the agreement between ************** and Chimney Cricket on October 11, 2021. We replace her cap with a damper cap combo, sealed off the metal plates, installed a new crown coat, sealed minor cracks in the stucco and applied a waterproof sealant to the chimney. She called back in April 2022 and said it was still leaking. I sent the ******* to look at it and he said he sealed a few areas in the flashing that could possibly be causing the issue. The customer called in July 2022 and said it was still leaking. At which time I informed her we would need to perform a water test to determine if the leak was coming from the chimney. There were no active leak from the chimney or flashing at the time of the water test which I relayed to ***************