Response from Fox Chimney Service LLC
[removed member name] Once again this is a failure of communication. The service you ordered was a clean and check of a gas fireplace for 99.00. At no time prior to the appointment did you explain that you had an issue which needed to be fixed. If you had I would have told you that you needed to schedule a service call, not a cleaning. Functionality issues can sometimes be resolved with a cleaning but the time given for us to perform the service, as well as what to expect when we arrive, are completely different for a cleaning and a service call. If we are not made aware of an issue ahead of time we can not guarantee that we are prepared to deal with the issue, or even have enough time to do so. The issue that you described to me on the phone AFTER the service call was made could have several factors involved and taken considerably more time to service. The fact that at no time during our service did the issue you inquired about occur, even after turning off and relighting your stove several times to check functionality means that, if true, it would be a difficult problem to diagnose and replicate without knowing ahead of time what we are looking for. I have several before an after photos that show your fireplace in good working order before and after the service and at no time did our technicians detect a problem. For anyone reading this, please, if you have an issue with how your fireplace is operating, you need to let us know ahead of time so that we can direct you to the proper type of service (cleaning or service call) that will suit your needs. Thank you,