A Suncoast Chimney

My husband explained our fireplace leak situation to Bianca before setting up the appointment. She was pleasant and answered my husband's questions. He was very clear about what exactly needed to be inspected for possible damage as it related to an ongoing insurance claim. He explained we have had a roof leak around the chimney area that meets the main roof and water is dripping down inside behind the fireplace doors. He was concerned there may be damage above the firebox and possibly swollen wallboard depending on the inside construction of the fireplace wall; possible damage that cannot be seen without removing the insert. Bianca said she understood and the necessary inspection would be performed as well as a 25 pt inspection. My husband was under the assumption this inspection meant removing all or part of the insert to determine any damage. In the end, it was not the specific inspection my husband was anticipating nor told he would receive. We were given a 4 hr appointment window between 10 am-2 pm. I received a call just prior to the 4 hr window expiring stating the employee should be on his way. I called the office after 3 pm to say no one has shown up and asked when I could expect them as I had already waited around all day. Bianca contacted the employee and called back to say they were on their way. I waited 5.5 hrs for this inspection and unfortunately by this time my husband had left for work so it was up to me to get the answers he needed. My husband did call the following day to ask some questions which Bianca tried to answer. She said she would have John call but we never heard back from him. I figured either he felt he answered my husband's questions or had another busy day. The inspection that was performed was merely a 25 pt inspection in which John looked at the fire box and inside the flue to say yes, we need a cleaning and a chimney cap based on a visual inspection by the other employee. I reiterated the inspection he was performing was not what we anticipated and again said what we were looking for was to see if there was damage above the firebox. John said that type of inspection would be a lot more money and time (it would involve chiseling stone around the insert). His suggestion of last resort was to punch a hole thru the back of the wall behind the fireplace in our hallway to take a peek. I was not on board with that suggestion and decided against it. It was now after 4 pm and I learned he still had several other customers waiting on him for the 12-4 pm window. At one point during the conversation, he asked the other employee to let him do the talking so I, the homeowner, wouldn't get confused with all of the information being explained to me. That was an uncomfortable feeling and chalked it up to being way behind in appointments. I just wasn't impressed and felt the money I paid was a waste. Althought I waited an additional 75 min, they performed an inspection, albeit not what we expected, I made payment without question.