Hello Amanda,
As we discussed at the time, a loose chicken wire mesh bird guard—unseen from below—could have been dislodged during the sweep. Unfortunately, because the mesh wasn’t visible before we started (we showed the timestamped photos), we had no way of knowing it was there. As chimney sweeps, we are required to clean the full length of the flue to ensure it’s safe and clear.
Once you brought the issue to our attention, we immediately offered to return the following day to reinstall the mesh, free of charge—even though chicken wire is not the recommended method for guarding a chimney and had not to have been securely fitted in the first place. You declined this offer.
We also waived the cost of the sweep as a gesture of goodwill and made several follow-up calls, which went unanswered.
You later stated that unless we supplied a brand new bird guard to replace the rusted, over-10+-year-old-piece of chicken wire, you would leave a negative review. We take pride in our work and always aim to do what’s fair, but we cannot accept demands under the pressure of negative feedback—especially after offering a free revisit and waiving the service fee.
We genuinely feel we acted promptly, professionally, and in good faith throughout. While it’s disappointing to receive this review, we absolutely respect your right to share your experience. Given the number of negative reviews you’ve left elsewhere on this platform, we won’t take this personally. As a small business, we always strive to provide the best service possible, and we remain committed to learning and improving from all feedback
All the best,
The SweepSmart Team
