Beware of this company!
My wife and I reached out to Premier Chimney and Roofing in December 2019 to have repair work done on our chimney. At first, communication was smooth and we were scheduled fairly promptly to have our install started. I'd like to add that Premier charges 50% up front, prior to start-work. Not an unorthodox practice from what I gather, but hear me out...
Our job was scheduled over two different days; day one was to rip out all of the old hardware, day two to reinstall all the new hardware.
They came out and gutted our chimney and left for day one. We got a call the following day, when they were scheduled to come back and install our new firebox to let us know that they ordered the WRONG firebox! It was in the 20s outside...this is where the communication really started falling apart. Over the course of the next two months, we were rescheduled roughly a half-dozen times. Our phone calls being answered was fairly hit and miss and there were periods where we simply wouldn't get a return call to get our install expedited (we literally had a giant hole in the side of our house). The install finally concluded in early February 2020 Oh by the way, the wrong doors for our firebox arrived, which delayed the completion even further.
Fast forward six months. My wife and I are selling our home and the home inspector called out a slight lean in the upper portion of our chimney and required a licensed contractor to verify its structural integrity. Our buyer's agent requires a written report of the findings to add in with our closing documents (the VA is VERY strict). Knowing that Premier warranties most of their work for "life" and our specific hardware is warrantied for 15 years, I was confident that a quick call to Premier (made on 15 August) would get our situation straightened out quickly.
Not so much. I called Jon, our installer, several times to ask what I should do. He said they'd get us taken care of "soon". A week went by and I never heard back from anybody, so I called the office number. No answer...mailbox full, can't leave a message. Over the next few days, I tried back over a half-dozen time; same thing, no answer, mailbox full. I e-mailed the company number twice - no answer. I finally left Jon a message again telling him that I needed Matthew Santiago, the owner, to give me a call ASAP. I got a message from him (24 August) not even 20 minutes later stating that he was "on his way to our house after a stop at the bank". He showed up about an hour and a half later, sent me some text messages stating that it's just expansion and contraction of the siding due to temperatures and the chimney was fine.
Today is August 28th. I have reached out to Matthew, Jon, and the main office number over a dozen time since he visited my house four days ago to request the report of his findings to provide to my buyer's agent...crickets. Neither Matthew nor Jon are answering their phones or returning my messages when I call. Nobody has answered their company phone in over two weeks and nobody returns calls or messages to that line, either.
My agent, at this point, is hoping that the VA attorney handling my closing will accept the text messages from Matthew Santiago admitting that there isn't any structural concern on our chimney as a written testimony and avoid us going into default on our contract with our buyers.
COMPLETELY UNACCEPTABLE! All of this over a simple piece of paper with a few words typed on it and a signature.
Premier Chimney and Roofing cannot be trusted to back up their customers when they need them the most...they don't stand by their word or warranty promises. BE CAREFUL with this company and Matthew Santiago! Next stop, the Better Business Bureau. read more
