Business ProfileforHancock Chimney Service Co.

BEWARE!!!! WOOD STOVE ENTHUSIASTS...After a long search in my area for an installer of a wood burning stove (purchas** from a well known company) I found Hancock Chimney Service. All of the other companies would not install due to the fact the stove was not purchas** from them.. Hancock would.Hancock Chimney charg** $99 off the bat to come take a look, then they would send a quote. If I ok-** this, the $99 would be taken off the total,otherwise you were out of luck - basically lock** in.I was quot** $6,000. High end from my research.With obviously wanting the stove, I agre** to have them install.End of October 2022 was set for installation. They had call** for the stove manual to be sent before installation, so it was HAND DELIVERED to them.Installation date was approaching and after many attempts to reach the installer to go over what I ne**** and when to expect the installer, I finally receiv** a call TWO days beforehand. The installer ASSURED the 2 pieces I did not have *************** board) would not hold up the job.Morning of installation came and the two installers spent half the day measuring where to place the stove and looking in boxes of parts. They inform** me that unforeseen parts were ne**** (couple ***************** They were going to pick them up and return the next morning business as usual and get this thing install**!!!The office call** the next morning.... $1,700 ADDITIONAL CHARGE, for the few pieces. That was the end of this disaster. Classic bait and switch....To make this even more of a scam, they sent an invoice for $1,400??? WTF Having work** hard for a living, I understand paying the two workers for their time. But that is just unreasonable for what "labor" they did do (approx. 6 hours). They really expect** me to pay a total of $1,499 for an incomplete job and a run-around.UNPROFESSIONAL!Shady company.Look elsewhere. ***********************, **

Dear Mr. *********** is unfortunate that the situation with your home ended the way that it did.  After every other company you contacted refused to install the stove you bought, we had hoped we would be able to help you.  While we appreciated you supplying us with the installation manual before the job started, we were under the impression that you had all the materials that were required for the installation (aside from the hearth and stove board).  Upon arriving to complete the job and searching through many boxes, it was determined that all the parts needed were in fact not provided by you.  Before we started to cut into your wall and proceed with the job, we left to go purchase the additional parts needed.  We then called to inform you of the cost of the additional materials, so you could make a decision if you wanted to proceed or not.  These were major components needed for the installation, including multiple pieces of specialty venting pipe, elbows, adapters, and bracing straps.  The technician estimated 13 total pieces missing that were needed to complete the job.  These pieces are unfortunately expensive due to high cost of steel right now.  But again, we did not proceed until we had your approval or denial for the work.  Once you decided to not proceed with the continuation of the project, we returned to your home to button everything up and attempted to explain the additional requirements.  Unfortunately, this was met with heavy resistance by you and you repeatedly cut the technician off while he was trying to speak to you.  We billed you for the time we spent initially on the jobsite, as well as the time spent engineering the job, the time procuring the additional parts, and the return time to close everything up.

While we do charge a $99 service fee to come out to a home initially, we never charged you this fee.  In fact, we have never received any payment from you, to date.  A situation like this is never something we hope to happen.  We value our A+ rating on the BBB, and strive to make every customer happy.  Your review comes as a surprise to us, as last we spoke you understood the labor charges and agreed to them.  We hope we can come to an agreement about this, and would love to speak to you.