A quick rule of thumb: the homeowners who avoid problems are the ones who get everything in writing, verify licensing and insurance before work starts, and never rely on a verbal promise for anything that matters. If a detail is important enough to ask about, it is important enough to have in the written quote or contract.

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Chimney contractor failures range from improper cleaning that leaves creosote that should have been removed, to a reline that was never needed in the first place, to fraudulent diagnosis of problems that didn’t exist. Here’s what to do depending on the specific situation.

If You Believe You Were Sold Unnecessary Repairs

brown brick building under blue sky during daytime This is the most common chimney service complaint — paying for a reline, masonry repair, or significant work based on a diagnosis that wasn’t substantiated by real findings. Step 1: Get an independent WETT-certified inspection. Hire a different, WETT-certified chimney company to perform a Level 2 camera inspection. Ask them specifically to assess the condition of the chimney and whether the repairs that were done were warranted. If the second company’s camera inspection finds no evidence of the conditions that justified the repairs — or finds conditions consistent with what was there before — you have evidence of a potentially fraudulent sale. Step 2: Document the original transaction. Gather all records: the original quote, the invoice, any written report (or the absence of one), any communications with the company. Step 3: File complaints:
  • Your local consumer protection office (consumerprotectionontario.Ca): For deceptive trade practices, misrepresentation, or unfair practices under the applicable consumer-protection law.
  • Better Business Bureau: Creates a public record.
  • WETT Inc. (wettinc.Ca): If a WETT-certified contractor performed fraudulent work, a complaint can be filed with WETT — potentially affecting their certification.
  • Local police: In cases of clear fraud (showing footage from a different chimney, fabricating damage), this may constitute criminal fraud. Contact your local police non-emergency line.

If the Work Was Done Improperly

A real estate agent in a suit uses a digital tablet to review documents in a modern living room. For cases where work was actually performed but done incorrectly — a liner installed at the wrong diameter, masonry work with the wrong mortar, a gas appliance serviced improperly: Step 1: Document the problem. A second WETT-certified (and for gas appliance issues, the relevant gas-fitting safety authority-licensed) professional assessment documenting what was done incorrectly and what the correct approach should have been. Step 2: Contact the contractor in writing. Describe the specific deficiency, reference the written assessment, and request remediation under their workmanship warranty. Step 3: For gas appliance issues — contact the relevant gas-fitting safety authority. If gas appliance work was performed incorrectly or by an unlicensed technician, report it to the the relevant gas-fitting safety authority (tssa.Org). The the relevant gas-fitting safety authority can investigate and in serious cases can require remediation or take action against unlicensed operators. Step 4: If the company doesn’t respond — file complaints and pursue through small claims court. For disputes under $35,000, your region’s small claims court is accessible. You’ll need the original contract, the independent assessment, and documentation of the remediation cost.

If There Was Property Damage During the Work

Chimney cleaning and repair can result in property damage — soot tracked through the home, a dropped tool that cracks the firebox, scaffolding that damages landscaping. This is what the company’s liability insurance is for. Document damage immediately with photographs. Contact the company in writing and ask them to file an insurance claim for the damage. If they decline, contact their insurer directly using the information on their certificate of insurance.

A Note on Carbon Monoxide Safety

If you have any concern that a chimney or venting system has been compromised — after a repair, after discovering fraud, or after any chimney issue — do not use the appliance until the system has been verified safe by a qualified inspector. Install carbon monoxide detectors on every level of your home if you haven’t already. CO is odorless and colorless and the consequences of exposure are severe.

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