The Fireplace Doctor Inc

"We originally went to the customer's house to sweep her flue, service a log set and measure for chimney flue caps. This review is the first time our office has heard anything about the lack of cleanliness during this sweep. Normally our technicians offer to take their shoes off when going into someone's home. We will be speaking to our technicians about this matter. It is interesting to note that the customer apparently gave us an "A" review for the original appointment. We installed the caps on the house a couple weeks later. These caps were installed as we always do on a clay flue. The technician screwed them on as tightly as he could without causing damage or cracking the clay flue. Once the cap was on the technician pulled on it with as much force as he could to make sure that it was secure. This procedure was confirmed with our owner who has over 20 years of experience in this field. Our owner said that when putting a cap on a clay flue you do not want to force the screws into it or drill holes because you run the risk of damaging the flue beyond repair and that the procedure that we use is acceptable for normal weather conditions. The screws on the cap seem loose when not installed. They are tight only when installed. The wind the customer speaks of was not ordinary wind. It was hurricane force winds ranging upwards of 80 MPH on January 9, 2017. Close to the area of this house nine semi-trucks were knocked over on the interstate. The state closed many miles of the interstate for several hours until the wind calmed down because of this. According to news reports this wind storm caused millions of dollars of damage around town and was responsible for the death of one person. The worst damage was in the area where this customer lives. It is also good to note that we went to a home located within a mile of this customer the week after the wind storm and they had two of the exact same type of chimney caps. In their case one cap stayed on and one cap blew off which is in accordance with what the customer says in her review, there were some caps that did stay on. We did not tell the customer that we were too busy to go out when she called about her roof damage after the wind storm. On the contrary it was clear that there was nothing that WE could do to remedy this situation and there was no reason for us to visit her home to see the damage-it was a matter for our insurance company to handle. We did suggest that she contact her homeowner's insurance based on the severe weather conditions, but we willingly contacted our insurance because the customer felt we were responsible for the damages. We contacted our liability insurance immediately since she felt that her house was damaged due to improper installation of the chimney caps. Our liability insurance determined that the damage resulted from an act of nature and not from improper installation of the caps."

"Miss [Member Name Removed], What you were asking our technicians to do was not safe. We will never leave a fireplace operable in an unsafe condition. Safety is our highest priority. We have tried to contact you in regards to your options and have not received a response. We will still be happy to get your fireplace to a safe operating condition when the time is right for you. Please let us know when you are ready. Thank you, The Fireplace Doctor"

"Sir, I am very sorry that you are dissatisfied with the services we have provided you. We take customer service very seriously, which is why we are more than willing to come to your house next week as discussed to re-attach the cap for you at no charge. As our technician told you, the cap was attached per the manufactures instructions, and most likely blew off due to the unusually high winds that your area experienced recently. When we come to re-attach the cap, we will take extra precautions to ensure this does not happen again. If we can be of any further assistance, or if you are unhappy with the product in any other way, please do not hesitate to call"