ComplaintsforElite Fireplace Services

• Initial Complaint

  01/11/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  This is in regard to Elite Fireplace Services of **********, **. I called them for chimney cleaning and explained I had creosote buildup just above the damper. They sent a person out who attempted to clean the creosote using a drill with a brush extension. However, they claim the brush broke and that he was unable to remove any of the creosote even with a new brush. However, they still charged $300 (which is on the high end) and said the manager would call me. After a week with no call I contacted the company and reached the manager (****) who said they are no longer cleaning creosote buildup and are recommending flue relining which would cost around 10k. They came back to take measurements for a more accurate estimate but never delivered the estimate. It's been over three weeks now and my chimney is no cleaner then it was before and I'm out $300. This represents a business that should be reprimanded and forced to refund any money collected.

  Business response

  01/15/2024

  Good afternoon,

  First off, I do want to apologize we were unable to fulfill your initial requests at the time of the first service. Also, for the wait times you experienced from hearing back from our company. Creosote glazing is something that unfortunately cannot be cleaned during our first initial cleaning and inspection with normal cleaning tools. We, as a company, should have let you know right away we are currently going through changes on how we are addressing creosote build up. There are different products we are currently looking into, and different methods of manual removal. We sincerely appreciate the chance for *****, the other owner, to come back and try and fix the situation we have caused. We hope that we can finally resolve your situation, and give you answers to your problems. Again, we are sorry for the inconveniences, and we hope to make it right.

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