ComplaintsforJohnson Chimney Service

• Initial Complaint

  10/24/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I had contracted with ********************* of Johnson Chimney to replace the crown on two of my chimneys and to waterproof the external stone construction of one chimney. Without my permission, the crew that came to do the work covered two of the stones on my chimney with cement. There was never any mention during my initial consultation with ************ that there were any issues with any of the stones or that they needed treatment. There was nothing in the contract that I signed that there were any issues with any of the stones. Moreover, the crew that came to do the work never mentioned to me (even though I was home at the time) that there were issues with the stones and that they needed to cover them with cement. Unfortunately, I paid ************ before I realized what his crew had done. This part of the chimney is visible from two of my upstairs windows, so it is extremely unsightly.When I complained to ************, he argued that the stones were missing and that his crew filled in the holes for my benefit. Again, there was never any mention of any missing stones prior to the work being done or during the work and no one had my permission to cover my chimney with cement. Johnson Chimney offered to paint the cement to look like the stone on my chimney and I agreed. When his worker came out to paint the chimney he lamented that he only had spray paint and that it would not look any better than the cement. He showed me what it was and, in fact, it was a gray cement colored spray paint. He was kind enough to explain to ************ that this was not a good option. Neither ************ nor his company has responded.I am asking that Johnson Chimney either replace the stones they covered with cement with natural stones similar to what I have on my chimney or refund to me the money I paid them.

  Business response

  05/08/2023

  From: *********************** <**************@johnsonchimney.com>
  Date: Sun, Apr 30, 2023 at 12:36 PM
  Subject: Response to complaints
  To: <***********@mybbb.org>
  
  
  Dear ******
  
  *********************************
  Johnson Chimney Service Response
  
  Johnson Chimney was contracted to replace two Crowns on client's Stone Chimney and Tuck Point damaged joints.
  Our Masons discovered one damaged joint that caused the stone to be loose.
  In an effort to protect the chimney, our Masons secured part of the stone with cement to enable a complete seal and prevent water penetration.
  After the job was complete, the client voiced her dissatisfaction. In an effort of good faith, Johnson Chimney Service returned to remedy the situation without any further charge. The after picture was submitted to the client prior to the negative review being posted.
  Our technicians did not comment on any options.
  Customer satisfaction is our top priority at Johnson Chimney Service!
  

  Customer response

  06/06/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  I am rejecting this response because:

  From: * * <******@*****.com>
  Date: Tue, Jun 6, 2023 at 11:51 AM
  Subject: Re: Johnson Chimney Complaint Response (********)
  To: ***** ****** <*******@mybbb.org>
  
  *** ******,
  
  I am completely astonished by how a company can purport to have customer service as their top priority when they have made no such efforts. They state that they " secured part of the stone with cement to enable a complete seal and prevent water penetration" when, in fact, they completely covered the stone (or the spot where the stone was) in cement - as per the photos I submitted. If anyone were to come by my home today, they could still see the cement covered stone. Not to mention the voluminous cement debris that covered my roof due to their "fix."
  
  Furthermore, the only option they offered to remedy the situation was to have the cement spray-painted with a cement-colored spray paint. Even their employee whom they sent out to conduct this "fix" said it was a bad idea. Needless to say, we did not agree to their "solution." So they did not fix the problem.
  
  Most importantly, however, is the fact that I hired them to seal my chimney, not to cover it in cement. And although I was home at the time the work was completed, no one bothered to inform me that they would be doing this or ask me if I would agree to it. I cannot see how this behavior can be categorized as prioritizing customer service.
  
  Thank you,
  ***** ***********

  Business response

  07/12/2023

  From: **** ******* <****@johnsonchimney.com>
  Date: Wed, Jul 12, 2023 at 2:38 PM
  Subject: ***** *********** (********)
  To: ***** ****** <*******@mybbb.org>
  

  Dear *** ******,
  The stone was inserted in the best way possible due to it’s decay. The area that the deteriorated stone did not cover (into the joint) was filled with Portland cement per the contract. 
  You can see several other stones across the top that had similar decay.
  We performed all repairs per our contract see below.
  
  "Left Stone Chimney repairs- masonry crown will be completely removed and resurfaced with Portland cement. There are several mortar joints on the stone chimney, see photos attached; they will need to be removed with a diamond angle grinder approximately 1 inch or inch and a half in depth to be filled in with Portland cement.”
  
  Additionally, we retuned 2 more times to try and satisfy the client. On one of the visits we cleaned the debris on the chimney which was not a part of our work,  yet we did it anyway. 
  Our employee speaks broken English and did not  relay that what was recommended was a “bad idea”. In fact he was the one who suggested the remedy to satisfy the client. 
  
  To answer client’s third paragraph starting with "Most importantly…"
  The signed contract reads “remove crown and relay new crown” with Portland cement.
  We always cover the chimney flat with cement as this is exactly what the contract stated and our usual practice to “seal" a chimney.
  
  Respectfully yours,
  Johnson Chimney Service

• Initial Complaint

  09/08/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  In 2021, I was dealing with the death of a parent and the medical needs of the surviving parent. This very stressful time brought many phone calls related to medical care, funeral arrangements, and the assisted living facility where my siblings and I eventually placed our surviving parent. During this same time, ***** from JC left repeated voicemails on my cell phone about chimney services. I instructed ***** to stop calling me, but she nonetheless continued with her aggressive marketing voicemails. I believe she left as many as ***** voicemails within a several week period of time. Finally, I blocked all phone calls from JC. However, unbeknownst to me, the blocked phone calls (JC ************) continued to accumulate in my Deleted Voicemails of my cell phone such that I was eventually unable to receive any new voicemails from the phone calls related to medical care, funeral arrangements, and the assisted living facility. I did not discover this until someone reached me live and I was able to determine what was happening. I then called JC once again and instructed them to never contact me again. ***** from JC called me yet again on 9/7/22 with another aggressive marketing voicemail. This time, JC used an Unknown number so that I could not block the call. I was not happy with this fresh insult and JCs complete disregard for my repeated requests for them not to ever contact me again. I called JC to instruct them yet again to never call me and I reached a ****. **** was extremely rude to me as I was trying to explain that I had instructed JC repeatedly not to contact me. She kept talking over me and finally shouted, We will never call you again! and hung up on me. However, I was calling from a VOIP line and not my cell phone where JC  was assuaging me with their repeated and aggressive marketing calls, so **** did not have the minimal professional courtesy to even take my number down to not call me ever again.

  Business response

  05/08/2023

  From: *********************** <**********@johnsonchimney.com>
  Date: Sun, Apr 30, 2023 at 12:36 PM
  Subject: Response to complaints
  To: <**************@mybbb.org>
  
  Dear ******
  
  *************************;
  Johnson Chimney Service Response
  
  Unfortunately, we never received any instructions to no longer attempt contact.
  ***** and **** are both very professional and would have never continued verifying the requested document was received, had we known the client was no longer interested. 
  We take pride in our customer comfort and would never try to bother nor harass any of our clients! 
  
  

  Customer response

  05/08/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  I am rejecting this response because Johnson Chimney flat out lied. Over the years, I instructed Johnson Chimney repeatedly to remove me permanently from their call list and customer database. In 2020, ***** left so many voicemails on my phone that it clogged up my voicemail so that I could not receive voicemail from important healthcare providers for my parents. I did not realize this as I set Johnson Chimney's 301 area code phone number to "junk" on my cell phone until a healthcare provider advised me that my voicemail was full. Johnson Chimney's work-around solution was to anonymize their new number so that it shows up "Unknown" so it cannot be blocked. I started once again receiving harassing phone calls in 2022. I had multiple conversations with ***** and ***** over this time period and told both of them repeatedly to stop contacting me. I had a text message exchange with ****** who was very unprofessional and insisted that I provide my address to remove me from their call list, which I refused to do as I do not want that company having any more information on me than necessary. I instructed him to remove my number immediately by simply searching for my phone number, which they cannot seem to lose. He kept insisting that he could not remove it until I provided my home address, but how ironic Johnson Chimney stopped calling as soon as I filed a BBB complaint. I guess they can search for a phone number and remove it after all.  I would not recommend Johnson Chimney for any of their services as there are plenty of competent businesses in their footprint who do not engage in these never-ending harassing phone calls in an attempt to lock one into unnecessary services. 
  
  Regards,
  
  *************************
  

  Business response

  05/22/2023

  From: *********************** <**************@johnsonchimney.com>
  Date: Mon, May 22, 2023 at 3:02 PM
  Subject: Re: ************************* Rebuttal (********)
  To: *********************** <***************@mybbb.org>
  
  At Johnson Chimney Service we only call clients and follow ups to those clients that have requested our service.
  We take it very seriously when a client requests to be removed from our call back list.
  
  We have a remote caller *****, who calls remotely from her cell phone, which may show as unknown. 
  ***** has not been with our company for 6 years. 
  We have many many clients seeking our service and do not call or bother uninterested clients. 
  
  We have been in business for over 50 years, have serviced over 50,000 clients personally and  are a very honest and professional with primary goal of customer satisfaction. 
  
  Unfortunately, if the client will not provide their address we have no way of tracking them in our system.
  Once a client provides their address we can make the requested changes.
  

  
  

  Customer response

  05/25/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  I am rejecting this response because JC is misrepresenting this matter and is taking no accountability. It is incredulous the lengths JC and ****** will go to and double down to “defend” itself with lies instead of simply apologizing for the inappropriate incessant phone calls after being told to stop. I am attaching documentary proof for the public so they know never to hire this company. I bought my house in 2019. JC came out one time in 2019 for an estimate to put it in working order. It turns out the chimney was out of code, so JC never cleaned it. Yet, ***** from JC repeatedly and incessantly left voicemails on my cell phone throughout 2020 to schedule a “cleaning” to an extent that she filled my mailbox and no one I actually care about could leave me a message. I finally blocked their (301) area code number. After I got my message through to JC to lose my number, the calls stopped for a while. Then the incessant and relentless calls began in September 2022. The report I filed is accurate and true. How would I have such an accurate accounting of JC’s unprofessionalism and harassment, or have the time to report it unless it were true? When I texted ****** and told him to tell his people to stop calling me, instead of simply apologizing and complying with my right to privacy, he falsely stated he needed my address and ended the text with a snarky remark, “Satisfied customers since 1963. Sorry you were the only one not satisfied.” If ****** were to have simply apologize and would not have felt compelled to text me that snarky remark, I would not have filed this complaint. However, apparently, he cannot help himself, and his attitude is representative of all the other unprofessional employees at JC, which must be desperate for business. Attached is a text exchange showing Walter’s snarky remark. Because I am attaching this exchange, I feel compelled to explain that $200 for leaf sweeping of gutters literally lasting 5 mintues is a rip-off. To provide context, I have had my entire two story brick house soft-washed and all 25 windows washed for about the same price, and that involves the same inherent dangers with respect to climbing ladders, etc. However, in combination with JC’s repeated lack of respect for my privacy, incessant phone calls, and lack of professionalism, I feel compelled to warn the public not to engage in business with this company. Attached is a voicemail transcription from “*****” asking me to “reschedule” a cleaning. As one can see, she called from an Unknown number, so I was unable to block it. Additionally, as noted before, JC never cleaned my chimney so why would I need a reminder for a service JC never performed? Finally, after ****** and I exchanged text messages, the phone calls suddenly stopped, so I guess he is lying again when he states he allegedly needs my address to purge me from their harassing call list. There are lots of decent companies like ********, I recommend you do not do business with Johnson Chimney.   
  

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