ComplaintsforHudson Valley Chimney Service, Inc.

• Initial Complaint

  07/11/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  This is a review I posted on your website that explains the complaint:BUYER BEWARE: We recently hired Hudson Valley Chimney Service for the PRIMARY PURPOSE OF REPAIRING A LEAK IN THE ***** AROUND OUR CHIMNEY! We explained to the sales rep that, although we would have other work done, THIS was the primary purpose for hiring them.Although not a primary goal (we have not used our fireplace in decades) we arranged to have the chimney flu sealed so we could safely burn firewood, and they seem to have done a good job. They also recommended having the chimney re-built since the bricks were very old and not in good condition. We agreed and they seem to have done a good job with that as well. The workers were all friendly and the pricing, although fairly high, was as estimated.HOWEVER! Upon completion of the work, we were advised that they do NOT replace flashing which is very possibly where the leak was occurring. When asked, we were told they NEVER guarantee that their work will prevent leaks. When we pointed out that the proposal specifically stated ********* AND SEAL THE FLASHING AS NEEDED they said this meant they would reinstall the existing flashing. It was never clarified that they would not install new flashing even while acknowledging the existing flashing was in bad shape!In other words, because of DECEPTIVE SALES PRACTICES we paid $5173 for a chimney re-build that did not provide a long-term solution to the leak around the chimney, which was the primary reason for hiring them!!There are other chimney repair companies in the area and I would recommend using them rather than this company that sees fit to mislead senior citizens! Again, BUYER BEWARE!!

  Business response

  01/09/2023

  After receiving this review and speaking to **** over the summer I explained to him we do not install new flashing. This is not a service that we offer. A roofer is needed to perform this task since the proper way is to remove shingles around the chimney which we do not do since we are not roofers. In our proposal it states to reinstall and seal the flashing as needed which is what we did. Reinstall means to install something That was previously in place. Meaning his existing flashing. We reinstalled his existing flashing into the chimney that we rebuilt and sealed it with silicone.   On our initial visit to his home for the inspection we noted the flashing should be addressed and a solution that we have is to seal over it with a elastomeric product. This covers the entire flashing from the brick down onto the roof and creates a rubberized boot around the bottom of the chimney to help prevent water from getting into this area. **** decided not to do this work but still had a leak after we were done rebuilding the chimney.  I offered to do this separate task as we initially proposed but he decided not to. I believe he already had a roofer come and replace the flashing but I'm not 100% certain of that. We do not use deceptive sales practices and never will. I believe **** did not understand the proposal and assumed we would be replacing the flashing, but it was never stated that we would.     The work that was performed matches the proposal that **** signed and accepted.  

  Thank you. 

  
  

  
  Best,

  ***********************

  ****** ****** ******* ********* ***** ***** ******* ********** *** ****** ******* ********** **** **************

  Customer response

  01/11/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  [Your Answer Here]

  In reviewing the business owners response, here are my comments:
  
  1) When I originally met with the salesperson, who I recall was very friendly and seemed knowledgeable, there were two separate issues:
  
         - My primary purpose in calling the company was to fix a leak that was occurring around the chimney.  I explained that and, if I recall correctly, was advised a new chimney should take care of the leak.  There was NO reference to flashing or any other limitations in their scope of work.
  
         - The other purpose, which is not an issue involved in this complaint, since they would be here to do the work, was to line the chimney flu so we could safely use the fireplace.  That part of the job went well and the billing and service is not in dispute
  
  2) When I reviewed the estimate (previously submitted), I noted:
  
          - It stated Rebuild chimney from flashing up
  
          - The description states:  Take the chimney down to the flashing area and reinstall and seal the flashing as needed
  
  3) As a consumer and not a roofing expert, and knowing I had identified a leak around the chimney:  I read that to mean that it would cover from the flashing up meaning from the base of the flashing where the chimney breaches the roof, and up which in my mind would most assuredly resolve the leak.  And the fact that they would reinstall and seal the flashing implied that they would have to take the flashing off in order to reinstall it.   And in taking the flashing off, they would have observed damaged bricks that Ill describe later (see attached pictures).
  
  4) Any conversation I had with the owner (or whoever ***** is) over the summer occurred after the job was completed and in response to my complaint.  It was never explained to me prior to the work that flashing would not be removed and replaced.  In fact, the estimate seems to imply otherwise.
  
  I did ultimately have the flashing replaced by a roofer who wanted to know who rebuilt the chimney.  When asked why, he said it was built on damaged bricks which could impact the long-term stability of the chimney.  To that end he provided pictures of the bricks when he removed the flashing they are attached for review. 
  
  IN SUMMARY:  I completely stand by my complaint and, in fact, am seriously considering taking this contractor to Small Claims Court.  At the very least it was a deceptive sales practice and, at the worst, assuming they did remove the flashing as the description implies, shoddy workmanship that they would build over the old damaged bricks.  That discovery should have been brought to my attention as the homeowner.  
  
  I hope this adequately explains my position and why I reject the companys explanation.

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

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  
  
  

  Business response

  01/11/2023

  I am not sure there is much else to say differently then my initial response.   I understand ****'s concerns, but as stated in the attached invoice from our initial visit, applying Flash Seal to the flashing was highly recommended since the flashing was in rough shape and had holes and cracks. Someone applied roofing tar the base of the chimney years ago and this was failing. Since we do not install new metal flashing, we recommended a water protection package which included sealing the flashing, the brick and the crown after the chimney was rebuilt. I have never had a client think we would be replacing/installing metal flashing based on how the proposal is written. Nor do we ever say we will.  The chimney was taken down to the top of the flashing (roofing tar). The brick that are in the photos were not loose and not visible since they were covered with tar. We had no reason to take the chimney down any further. We stand behind our work and do guarantee the chimney will not have any stability issues.   

  Thank you,

  ***********************

  President

  Customer response

  01/12/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  [Your Answer Here]

  My final response: 
  
  I agree that theres not much else to say without repeating myself.  The salesperson knew that the leak was a concern.  A water protection packagewas, indeed, offered at that time noting it would prevent water from being soaked up by the bricks for an additional price of $3186 with a 10 year guarantee.  Apparently one of the components of this package is application of a form of elastic flashing with a 7-year guarantee.  At the time, the salesman did recommend the package,but when I hesitated he noted that replacing the chimney would probably solve the roof leak.  (Had I known that they would not be replacing the flashing, I might have considered it or possibly used a different chimney repair company).  At the very least, I would have known that I would have to follow-up with application of a new flashing so it wouldnt have been a surprise.
  
  For what its worth, I also turned down two options to line the hot water heater flu one for $3585 and another, reportedly better option for $4600.  They might have been legitimate offerings, but as a consumer they struck me more as an upselling strategy so I opted not accept them.
  
  And if I believed for one minute that they would build a chimney on top of damaged bricks, theres no way I would have considered hiring them as that seems grossly negligent!
  
  Again, as a consumer I dont know all the intricacies and nuances of chimney repair, so I have to trust any contractor that I hire.  My assumption was that I was dealing with a reputable company who, understanding that my primary concern was an existing roof leak, would make sure to focus on that. 
  
  Apparently this company could really care less about that sort of thing as long as they make the sale.
  
  Thank you BBB for your attention and this forum.  Ill be discussing all of this with my attorney and, if he agrees, likely initiate litigation in Small Claims Court.
  
  Sincerely,
  
  *****************

    

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  
  
  
  
  
   
  

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