Central Masonry and Chimney Inc

"What the customer failed to tell you is the home was hit by a large tree on the roof next to the chimney creating massive damage from hurricane Irene. In 2010 we did a partial rebuild above the roof line. We believed the customer was satisfied as they paid and had no complaints. In 2011 the called us to do an inspection on the chimney due to the tree hitting the house right next to the chimney and coming through the roof. The chimney was dirty with creosote so we could not view the video inspection. We then cleaned the chimney and proceeded to video inspect the chimney. The customer watched the process. We found cracks on the interior of the chimney well below the area in which we did the previous repair. The customer forwarded the estimated repair to their insurance company. We corresponded with the insurance company on 2 occasions and they were adamantly not going to pay for this repair. The insurance company sent out their engineer and stated that the flashing was faulty, which was not part of any of the work that we did. The lining was damaged in the center of the chimney and the customer saw this on the video inspection. The damaged tile was not an area that we worked on either, as per our original work order/job scope states. The customer then complained about the roughness of the crown, so we sent a crew out to resurface the crown, as this was an area we worked on as stated in the original work order/job scope, Customer satisfaction is extremely important to us on work that we have performed, and we will go out of our way to make the customer happy. However, we are not willing to repair work that we didn’t perform, or that was not part of our original work order/job scope."