Founded 2006 • With Angi since April 2011
Service Provider Response
Hi [Member Name Removed], Thank you so much for your review. We really appreciate you and your opinion. I am so glad that we could be of service to you. We look forward to serving you again in the future. Sincerely, Elizabeth Blue Ridge Chimney ServicesService Provider Response
October and November are our busiest times of the year and difficult to fit everyone in quickly. We showed up the day we were scheduled, called ahead to let you know we were coming, and showed up on time. I'm glad my office obtained the correct information about your wood stove insert. What most customers don't know about their inserts is the difference between a proper and improper installation. NFPA 211 (National Fire Protection Association) 2013 edition states the proper way to connect a solid fuel burning appliance to a masonry fireplace. The code states in section 13.4.5.1 "A natural draft solid fuel-burning appliance such as a stove or insert shall be permitted to use a masonry fireplace flue where the following conditions are met:" "(1) There is a connector that extends from the appliance to the flue liner." et. al. When I inspected your installation I was able to determine that your insert was not installed to code. No connector was attached to the stove that extended from the appliance to the flue liner. At this point I explained to you that as a company policy we don't knowingly sweep a chimney if we are able to determine that it is unsafe to use, and that the best solution to the problem was to have a chimney liner installed to ensure your safety. A UL listed liner properly installed would ensure that in the event of a chimney fire the system we installed to manufacturer's installation instructions would be able to contain the fire in the chimney without leading to a structure fire. Sweeping your chimney may make us liable for the subsequent damages because we knowingly swept the chimney where the installation was not to code. I did not explain all of this to you and just walked away from the potential liability your installation presented. Based on current code standards your installation did not meet the required conditions and thus should have a liner. I do not have the authority to tell you what to do but whoever told you it did not need one does not know the code, just wanted to take your money, or were afraid to tell you the truth. After waiting two weeks for a sweep and then being told you need a chimney liner would have said "bait and switch" all over it to me too. Especially since you don't know me from Adam. I apologize for the misunderstanding. I meant no harm and am telling you the truth. The company that told you your installation is ok are putting you and your family at risk. Please seek a third party validation on this from a reputable CSIA certified (Chimney Safety Institute of America) company. I wish you and your wife well.Service Provider Response
Dear [Member Name Removed], What a shock! We do not [Member Information Removed] any men answer our phones. We [Member Information Removed] 3 female secretaries. I am really not sure what happened or who you were speaking to but I am so sorry that you had an experience like that. We moved our office in late June and we [Member Information Removed] had so many problems with our phones. I am not sure if that was part of the problem or not. Please feel free to call us at any time 540-867-0660 because we [Member Information Removed] all of our phone problems taken care of. Please forgive us because we [Member Information Removed] no idea who you were speaking to or how this could [Member Information Removed] happened. Sincerely, Elizabeth Office ManagerService Provider Response
Dear [Member Name Removed], Thank you for giving us an opportunity to address this issue. When we first heard there was a problem with the job we had the technician return the next day. From what you said the technician did fill a hole he forgot to near the base of the chimney and clean up broken mortar pieces in the yard. I'm not sure I've ever done a walk through, but understand that is what you'd like us to have done. The mortar crack you pointed out should have been addressed. We get asked to make repairs for customers sometimes but they are not part of the estimate. You were more concerned with the new price and bill, and you should be. The technician decided not to relay the loose brick and just lower the chimney. He was suppose to check with you, and if you agreed perform the work as you agreed. As I understand he did discount the estimate to reflect the change, but he did not check with you before performing the work. When you called to register your concerns someone you spoke to did not hear what you were trying to say. I apologize for the less than acceptable experience you have had with our company. Thank you for letting us know what we did and didn't do right.