Complaints

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• Initial Complaint

  Date:10/03/2023

  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.

  2023,Jul7thFriday I entered into a cash contract with owners:********* Ray 2023,Aug4thFriday after initial mismeasurements they completed the install of wood stove and venting by non-CSIA accredited employees who told me that he used single-wall stove pipe inside my living room so be careful to not get burned or let my Husky puppy too close because the pipe isn't double insulated.I asked why on Earth he chose that for me.He stated it saves money.That was never my concern,I replied,I want what's safest.I noticed that the heat protective back panel wasn't bolted into wall so I inquired as to the type of adhesive used.He told me that he simply stuck it on with double-sided tape.I was certain he must have meant industry-used, heat-proof grade.That night I noticed that the panel was dented.On Monday when I notified Cust.Svc.Rep.she stated I can change it to whatever I find elsewhere.I didn't purchase from a Scratchn'Dent sale last I checked but it had been so unpleasant,I ended the pursuit. 2023,Sep5thTues11pm-gravity caused the panel to come crashing down scaring my Husky out of the house until 3am&ruining my wall.Jim came to home for1st time&apologized stating he'd fix it.I certainly didn't think he meant himself but he did&his handi-work isn't acceptable to me.Several emails stating he couldn't find a professional to do such a small job or w/any quickness&I should find someone.I stated I'd been looking on Next-Door for a handyman or G.C.He was fine until he didn't like whom I chose&he agrued w/me for a whole entire day until I stopped his maniacal abusiveness.He still argues in passive-aggressive emails:instead of allowing me to pick up the check like I did for his$500over-charge,he snail-mailed me one for a different amount than invoice&so illegible banks won't accept it(Attached).WTC is coming out Oct.4th to remove all items&refund -in-full along w/presenting a newly-written check for my invoiced amount unless they'd like to electronic-deposit it into my account

  Business Response

  Date: 10/07/2023

  It is true that the two gentlemen are not CSIA accredited.  However they are both certified through NCSG (National Chimney Sweep Guild).  Two different entities offer the certification which is the case in many industries.  We choose to go through NCSG since the certification is more thorough and is ANSI (American National Standards Institute) accredited. ANSI is an independent, national organization that does accreditation in many industries such as plumbers, HVAC, etc.

  Somewhere the customer got the misinformation that free standing, wood-burning stoves require double “insulated” pipe inside the home.  This is definitely not true.  The manufacturer's installation manual states double wall pipe is not necessary, which I pointed out, but she still didn’t believe me.  We do from time to time install double wall black pipe when we have clearance issues but this was not the case with this install since we put up the stove board.  We always remind our customers to read the owners manual on the correct operation of the stove and safety issues, including the heat generated from the stove.  I tried to explain that the heat from the stove is the concern – not the pipe.  However she was adamant from the misinformation she received that she wanted double wall “insulated” pipe.  I agreed to install double wall stove pipe (even though it defeats the purpose of having a wood burning stove for heat) and would get it ordered.  In the mean time she had a third party general contractor come look at our “unsafe” installation who would validate her accusations.  The contractor after inspection and hearing her concerns recommended the single wall pipe as we had installed.  He even went on to say that it was a professional installation.  Because of his recommendation she decided to keep the installation as is. I am still not sure why she kept referring back to needing double wall “insulated” pipe.
  
  We were required to attach a stove board to the rear wall to meet clearance requirements for current codes and standards. To attach the board we tried a commercial grade adhesive tape which would provide a much cleaner look, rather than bolt the board to the wall. The tape was rated for 60 lbs and the weight of the board is under 25 lbs.  Obviously the adhesive failed.  We informed our client that we would replace the wall board and repair the wall.  She mentioned that since we were replacing the board she might want a different color. We informed her that was no problem, to find one that she liked and we would provide. 
  
  Complaint implies I actually did the work but I did not.  I offered to do the work and also offered one of my painters since we have done numerous make-overs and are familiar with that type of work.  However, she wanted a “professional painter”.  Her definition of a “professional painter” was one with insurance, license, and bonded.  I could not find any that would fit her requirements and be available for her timeline.  We agreed that I would pay for a “professional painter” which she obtained who met her criteria.  She never provided an individual that had insurance, a license, and bonded.  We paid anyway. 
  
  Our customer has repeatedly made incorrect statements and accusations based upon false information which she never checked the validity but assumed was true.  I tried in each occasion to give her the facts and remind her that I was trying to accomplish her goals and wishes as she had laid out but she but she kept changing those goals. We tried everything possible to help her out, even giving her three options to correct the situation. They were fix the wall and replace the stove board which fell down, put up a stone façade to make the wall more aesthetically pleasing, or remove the stove and pipe and refund her money. She chose to remove the stove and pipe. We have removed the installation and refunded the full price paid per the customer’s request even though we are under no obligation to do so.  However we feel this is the moral and ethical thing to do.  We have paid $477.97 for the repair of the wall based upon the invoice the customer provided.  This amount is different from the amount the customer has requested because we are under no obligation to pay sales tax on non- taxable items.
  
  Respectfully submitted, Jim *** – West Texas Chimney