I would not do business with this company! If you do.... You've been warned! I contacted them on 2/24/26 to clean soot off the front of our rock fireplace. ( I didn't know who to call and someone suggested a fireplace company.) the lady I spoke with, was not sure she could help me. But after putting me on hold, she came back and said she believed they could. I sent them requested pictures of the front of the fireplace to confirm they could do it. They called me the next day to set up an appointment on March 20 ( almost 30 days!) and it would be $200. I thought it was a fair since they were also going to clean the inside fire box. The lady I spoke with said they would only be cleaning the black soot below the mantle, down to the fire box and into the fire box. I agreed.
On March 19, I called to confirm next day's appointment and to see if they could possibly clean the whole fireplace from the ceiling down. She said she didn't know since the guy didn't have a ladder. After questioning about no ladder and offering my husbands she finally confirmed the appointment the following morning between 7:30-8;00 am and the guy would have a ladder. Great! 30 minutes later I received a phone call (from the same lady that I have always talked to) advising me that cleaning soot from a rock fireplace is not a service they provide. WTH!!!! why didn't they tell me this 30 days ago when I sent pictures and they made the appointment? Why did they wait until the day before to tell me this when we are planning a huge party on Saturday !! the only thing she could say was "well we can clean your flu and the inside fire box" are you flipping kidding me??! absolutely not!!!! I am not sure who is running this company, but I can't tell you they definitely do not have their shit together.!!! and very unprofessional!!
******update***** to owner of business;
Thank you for your response, it was never ever explained to me that you would only clean the sit around the outside opening of the fire box which the soot extended up about 3 feet. The lady I spoke with I think her name was either Heidi or Hillary originally told me it would be no problem.
When I called to confirm the appointment and ask if they could clean the whole rock front of fireplace from the ceiling down, if she would have explained to me that they only cleaned the soot that was generated from the fire box, I would've been understanding to that. But the only thing she told me was, we do not provide that service. That was the original service that I was supposed to receive today.!!! and very sadly it was not communicated to me in that fashion!! And why did she tell me that he would now come with a ladder? Well, I'm sure you have a lot of customers and one unhappy one is not going to matter to you! But once again, if she would've explained to me that they will only clean the soot generated from the fire box. I would've been understanding and completed the service call!! exceptionally very poor communication on your customer service person!! read more