ComplaintsforTiny Tom's Chimney Sweep and Repair - Toledo

• Initial Complaint

  01/02/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I first contacted Tiny Tom Chimney Repair on Nov. 21, 2023. **** *******, representing himself as a long time employee of Tiny Tom came out and cleaned my fire place. I paid him $189 for that service then told him I really wanted to get my fireplace up to code so that I could use it either as a wood burner or preferably to get a gas insert installed. He inspected it and told me I would need $1600 worth of work to get it ready for use. I said let's do it and he said he would need 1/3 of the cost down before starting the work. He also told me to go to Country Hearth to price gas inserts, which I did. I gave him a check for $533 (ck #****) that day to begin the process. On December 6, 2023, **** contacted me and told me since I really want to get a certain kind of gas fireplace insert installed that I really didn't need his services. It would be unnecessary to spend $1600 for work on the fireplace that I really didn't need if I was ultimately interested in getting a ventless insert. He said I should just take the money I had given him back and put it on the insert. He said he just wanted to be honest with me so that I wouldn't spend unnecessary money. He promised me he would return the check ASAP. The check cleared my bank on Nov. 21, 2023. Since then, **** has produced numerous excuses as to why he has not refunded me but says its on the way. On Dec. 27, I finally called the owner of Tiny Tom....****** ****...who first said he knew a little about the case and that he would check on it and call me back. He didn't. On Dec. 30, I called **** again and he basically disassociated himself from **** saying he sometimes goes rouge and he can't control him. He took NO RESPONSIBILITY for this employee representing himself as a Tiny Tom employee. My last conversation with **** was Dec. 30 when he said he's broke and begged me to give him 5-7 days to refund me at least part of the funds. I told him I don't believe him and I'm taking further actions.

  

  Business response

  01/17/2024

  The service tech **** ******* is supposed to contact the lady. The check for service was written out to **** *******. The check was cashed by **** *******. I will do my **** to find out if he has resolved this issue with this lady.

  Customer response

  01/19/2024

  
  Complaint: ********
  
  I am rejecting this response because:  I want the owner of this company to take responsibility for the technician who came to my home for the requested service call.  I went to the Tiny Tom website to request a service call.  Therefore it appears the technician worked on behalf of the company, providing the requested service. 

  
  Sincerely,
  
  ********* *******

  Customer response

  01/22/2024

  
  Complaint: ********
  
  I am rejecting this response because:  When i made my initial contact with Tiny Tom's Chimney Repair, **** ******* is the person who responded from that company.,  How in the world did he get my contact information if he is not employed by Tiny Toms?  He represented himself as an employee of your company.  Because I  thought I was working with a reputable, BBB grade A business, I trusted the person you sent to service my fireplace.

  Something is very sketchy  about the circumstances that have played out with this situation.  Mr. ****, when I finally reached you about the situation, you said you had heard something about it from **** and that you would check further to find out what the hold up was all about.  The next time I was able to  reach you, you acted like **** was not one of your employees and that you had no responsibility in the matter.  **** GOT MY CONTACT INFORMATION ABOUT SERVICING MY FIREPLACE FROM YOUR COMPANY.  YOU ARE ULTIMATELY RESPONSIBLE!  DARN IT...DO THE RIGHT THING AND REFUND THE $533 THAT WAS STOLEN FROM MY FROM YOUR COMPANY!
  
  Sincerely,
  
  ********* *******

• Initial Complaint

  12/22/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Our home was purchased December 2022. A recall existed on a previous/recent repair and an appointment was scheduled May 2023. Since then, multiple appointments have fell through. Some due to weather reasons, but without communication. Other appointments, they did not show or claimed a flat tire. I have heard reasons as to how busy they are. I have submitted information and spoke to Tiny Tom. Most recently, I was "penciled in" December 7th, 2023. They did not show; they did not reach out since then. The lack of response and communication is the most frustrating, but we just want the job finished and accountability to take place.

  

  Business response

  12/26/2023

  ***** ******** from Chimney Pro is the chimney contractor on record with us. We will forward this information to him. He will be contacting the customer in regards to getting this completed.

  Thank You.
  

• Initial Complaint

  08/04/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On July 18, 2022, we had our chimney repaired by Tiny Tom's for $1500. The job was done in 1 day. On July 17, 2023, I contacted Tiny Tom's and spoke to ****** ****** in regards to the Chimney leaking again in the same area at which time we were given ***'s number to call since he is the one who did the job. We contacted him and set a date and time for him to come out, he did not show. We contacted him as we were waiting to go out of town, he was not able to make it out before we were leaving but stated he would still come out, we advised him we did not want him at the house when we were not home and another time was set. On July 28, he did not show for the second appointment, we called him and were told that his sitter backed out on him and he was on his way to his brothers to see if he could watch the kiddo. We told him never mind and that we would call the office on Monday. We contacted ****** on Monday and set up yet another appointment with the same tech. He finally showed up and looked at the chimney and said what he did looked good. But it's still leaking the same as before they fixed it. He kept saying his job was complete, BUT it's still leaking. They started getting very rude and we told them to leave. We contacted ****** and she gave us Tiny Tom's number to call. When you call him, he does not answer and you cannot leave a message. His voice mail is for Robo calls only.

  

  Business response

  08/15/2023

  The repair lasted 364 days. The National Fire Inspection Association recommends annual inspection of all fireplaces, chimneys, and vents. The next inspection of your system is scheduled for Spring of 2023. A level 1 inspection is defined by the NFPA. The inspection is limited to readily accessible areas of the chimney structure, with additional requirements to insure the flue is clear. Readily accessible areas that can be reached for inspection or maintenance without the use of tools or ladders. The fee'd inspection begins at day 365 1/2. I just wonder. Our pictures indicate no change in repairs since completed. Sincerely Tiny.  

  Customer response

  08/24/2023

  
  Complaint: ********
  we felt we were not getting any
  I am rejecting this response because: This job was done on 7/18/2022. On 7/17/2023, I called Tiny Tom at 2:29 pm about the leak and got no answer. ****** ****** called me back at 2:50 pm and explained the problem. I called ****** back the next morning and she lined up *** to come out and check it. That is when all the problems started because of the excuses why he couldn't make it.  The first time he was to come out on 7/18 and he never showed up, he finally called us and wanted to come out when we were not going to be home and we did not want the liability of him on our roof with nobody there.  Another time was set and again he did not show up.  We called again and he finally came out after 8/2/2023. All *** did was argue that he did the job and was rude which is why we told him to leave. But the job was not done because it still leaks.
  
  Sincerely,
  
  ***** ******

• Initial Complaint

  11/28/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On June 3, 2022 **** from Tiny Tom performed repairs to my chimney. They were to return in 3-4 days to acid wash the repairs to clean up residue from mortar on brick. Needed to cure first. On June 11 i text **** about completing the job-truck caught fire, cannot come On July 8 2022 I text **** about completing the job- van broke down-next week will be done On Aug 4, 2022 I text **** about competing the job-co worker died-will complete this week Sept 28, 2022 Scheduled apt through website- no show no call Oct 17, 2022 Scheduled apt through website-no show no call Oct 21, 2022 Scheduled apt through office -no show no call Nov 22, 2022 Scheduled apt through website-no show (office said he will be here tomorrow latest) Nov 23, 2022 no show no call I have spoken with the owner of the company and ***** at the office and neither can get **** to complete the job. I have asked for a refund to have someone else complete the job or have them send another employee to complete the job. Neither has happened. This is a small task to complete this job and will make the chimney look nicer and cleaner. I have paid for the job in full. I do not know how to upload the receipt or pictures from the job

  

  Business response

  12/21/2022

  [BBB Transcription via Email]

  
  *********** <*******************>
  12:12 PM (1 hour ago)
  to me
  
  This particular job has been completed. So sorry it had taken so long.
  
  Regards, ******
  
  ****** ******* ***
  Direct Fulfillment Specialist
  **************
  ***************
  *******************************
  

  
  

  Customer response

  12/21/2022

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ******* *******

• Initial Complaint

  02/28/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Tiny Tom was contracted for the sum of $225 in September/2021 to inspect the fireplace during my home buying process. Tiny Tom's team mis-identified my fireplace condition, claiming the wall covering material around it was combustible shiplap and citing a high price for repairs. After asking this to be reflected to the home sale price, among other concern items, the sellers refused and (unbeknownst to me) asked Tiny Tom to inspect on their behalf. Tiny Tom's second inspection (Oct/21) conflicted with their first, now recognizing that the material was NOT combustible, but decorative sheet rock. However, I had to learn this through the seller and Tiny Tom never called me directly to explain their mistake. This led to a lot of confusion in the negotiation process. Later, after buying the house, I had a second inspection company come out for my own peace of mind (since so much confusion remained from Tiny Tom's). This is the first time I heard directly from any inspector that the wall covering did not require tear out & replace. The second inspection also found that the clean out access should be blocked off due to studs being built over it (a safety concern). After approaching Tiny Tom about the discrepancy, they sent their senior inspector (****) out on Jan 14th, 2022 and he agreed with my other inspection company on both counts. In conclusion, - Tiny Tom missed a safety item. - They ill-advised me during home negotiations that I needed unnecessary replacement work if I bought the house-then told my seller that it wasn't necessary, without communicating the same to me. - They did not fulfill the contract obligation to provide me the value of an inspection. When asking for a refund (2/28/22), Vickie at the front desk represented to me they felt I had gotten the full $225 value because I got a chimney sweep during the first inspection. I disagree, as chimney sweeping was not the purpose for which they were contracted and is only part of the inspection package.

  

  Business response

  03/08/2022

  Re: Case # ******** ****** *******

  Tiny Tom's chimney service was contacted by Inside Out Inspections Company. They contracted us for chimney service at **** ********* ***** ************* **. We did provide chimney service on 9-2-21 at that address. An invoice was sent for $129.00 to Inside Out Inspection Company for payment for that service. We never billed anyone else, we also have never been paid for the chimney service. The present homeowner states that he paid $225.00 for chimney service. I have no record of him paying Tiny Tom's chimney service any money. I have no record that he was even billed from Tiny Tom's chimney service. In fact Tiny Tom's chimney service visited the home on 3 different occasions. I have no record of Tiny Tom's chimney service receiving any payment. I am not saying the homeowner didn't pay anything, the question is who did he pay. I imagine he paid the Inside Out inspection people. As to the first service tech believing the surround around the fireplace was flammable. Tiny Tom did send a senior tech to look at the surround and he determined, that the material was not flammable. Again, this was no cost to the homeowner. Since the homeowner did not pay any money to Tiny Tom's chimney service. Tiny Tom's chimney service can not issue a refund. 

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