FALMOUTH CHIMNEY SWEEP

"Thank you [Member Name Removed] for the review. Again we are sorry we cannot continue to service your pellet stove. We thought long and hard about this and felt that if we cannot give you the best possible service we cannot accept the job. We certainly appreciate your understanding on this matter and your kind words."

"As the Office Manger of Falmouth Chimney Sweep I would like to respond to (member name removed) remarks concerning our service. Prior to our latest visit in 2013 recommendations for maintenance were made in 1997, and if they had been followed, would have negated the currently needed rebuild to this chimney. Our proposal absolutely did not include 3 areas of unspecified charges as stated by (member name removed). Proposals are broken down into options for our customers and they can choose what they want to have completed. We do this because expense is an issue for many customers and we understand that some work needs to be done in stages due to finances. Any unusual issues pertinent to the job are noted in regards to any additional charges that may apply if there are unforeseen problems encountered once the masonry is open. It is impossible to price every single thing we might find inside enclosed masonry until we see it. More often than not, we don’t encounter any problems. The proposal did include our standard disclaimer that all prices are based on a chimney that is properly constructed to existing codes at time of construction and additional work due to improper construction may result in additional charges. This is a rare occurrence. There was a note on this particular proposal regarding the re-usability of the existing flue tiles. Included when relevant is an option for us to obtain the permit for an additional charge; however we encourage the owner to obtain this permit themselves at considerable savings with the information that we will supply all paperwork and info needed for the customer to do just that. We did not include a water repellent option on this proposal. This job was a rebuild and our mason uses quality materials. When (member name removed) inquired about water repellent I left her a phone message stating I would get price right out to her. She replied in an email that she felt we attempted to mislead her. I don’t know why she feels we attempted to mislead her as each option on the proposal is very specific as to what it includes and her water repellent inquiry was addressed right away. The return e-mail explained why the water repellent was not included in the original proposal and some information about water repellent and when it is appropriate to apply it. She was then encouraged as in the phone message, to call the office if she needed further conversation regarding any aspect of the job. The owner would be more than happy to walk her through what needed to be done and why. To date there has been no response from (member name removed) to any attempt on our part to deal with her concerns except to post this review that appears to be based more on price than service. Falmouth Chimney Sweep prides itself in ensuring every customer has a thorough understanding of their chimney system, and what improvements, if any need to be made. However, we can only do this if the customer is open to dialog. We use a highly skilled masonry service with many years in the business for large masonry repairs. They get top dollar for their work but it is done correctly and they are reliable professionals, which is our reason for using them. While I can understand (member name removed) may not have been happy with the price for such an extensive job, we made every attempt to provide her with our customary excellent level of service."