What Our Customers Say

Why We Ask Every Customer to Grade Us

We ask because the review is the only part of the job we can’t document ourselves. The camera footage shows what we found. The written report shows what we quoted. What neither shows is whether the tech arrived inside the window, explained the creosote reading without rushing, and left the hearth cleaner than they found it. That’s where you come in. Your feedback changes how we run the next job. If three reviews in a month say techs are arriving late on morning slots in Queens, we adjust dispatch the following week. If a callback pattern shows up in Park Slope, we change how we stock the truck. This page feeds a weekly operations review. It is not decoration.

How We Handle It When Something Goes Wrong

We don’t pretend every job goes perfectly. When one doesn’t, the fix starts with the record. Clause 5 of the Haven Standard says no surprises, and that applies to us as much as to you. If we missed something the camera later shows, we say so, in writing, and we make it right at no charge. If the work didn’t match the written scope, we redo it. If the tech left a mess, we send someone back to clean it. The process is simple: you tell us, we review the footage and the paperwork, and we tell you what we’re going to do about it, with a date. No vouchers, no credit toward a future visit. A direct fix, or your money back on the portion that went wrong.

What to Include in a Useful Review

The most useful reviews for your neighbors are short and specific. Here’s what helps someone a block away decide whether to book us.

• The neighborhood or town. We serve hundreds of communities around NYC. A review that says “in Bay Ridge” or “in Maplewood” tells the next person we actually work there.
• The job type. Sweep, Level 2 inspection, liner repair, animal removal. Different jobs, different expectations.
• Response time. How long between your call and the appointment.
• Price fairness. Did the written quote match the final bill? That’s the whole point of Clause 1.
• The tech’s name. It makes the review about a real person, and it helps us know who to credit and who to coach.

Before

After

Leave Your Review

If we’ve done work at your home, we’d appreciate you using the form below. It takes about two minutes. Reviews appear after a quick check to keep out spam and bots, but we don’t edit, soften, or remove honest criticism. What you write is what gets published.

Written by the team at Emberly Chimney Cleaners, serving New York City and surrounding communities under the Haven Standard since 2009.