The Promise, in One Paragraph
Every repair Alcott Chimney Sweep completes is covered by a written guarantee for 365 days from the date of service. If the work doesn’t hold – a liner joint that opens up, a damper seal that fails, anything we touched and warranted – we come back, we fix it, and we don’t charge you for the return visit. No form to file. No argument. No asterisks. That’s the 365-Day Done Right Promise, and every location in the Threshold Group family honors it, full stop.
What’s Covered
- Workmanship on any job we performed. If something we did fails within 365 days of the service date, we own it.
- Parts we supplied and installed. Materials we sourced – DuraFlex liner sections, HeatShield resurfacing, Gelco and Olympia Chimney components, Famco and Copperfield parts – are covered alongside the labor that put them in place.
- A repeat visit at no charge. We schedule the return trip on our time and our cost – no service fee, no travel charge.
- A full re-do when a repair doesn’t hold. A patch that cracks again isn’t done right. We treat it as unfinished work, not a new job.
- Site cleanup after the return visit. We leave the fireplace and the area around it as clean as we left it the first time.
- Honest re-assessment if something looks different on the second visit. If we see something new that’s genuinely unrelated to the original job, we’ll tell you plainly what it is and give you a written price before we touch anything.
What Isn’t Covered
- Storm damage or accidents after our visit. A branch through the chimney cap or a vehicle backing into the cleanout door isn’t something we caused. We’ll still come look and give you an honest assessment.
- Work performed by someone else. If another contractor works on what we repaired and something fails, we can’t stand behind the result. We’ll still come look.
- Parts a customer supplied. We install professional trade materials because we know how they perform. If you ask us to install a part you sourced elsewhere, we can’t guarantee what we didn’t select.
- Normal wear on equipment we didn’t install. A damper that was aging before we arrived and continues to age isn’t a failure of our work.
- Problems we flagged that you chose not to have fixed. If we noted a cracked firebox tile or a deteriorated crown during an inspection and recommended repair, and you decided to wait – which is sometimes the right call – any progression of that specific issue falls outside the 365-day coverage. We’ll note it in writing at the time, so there’s no dispute later.
- Cosmetic changes that don’t affect function or safety. Soot discoloration around a newly installed part, for instance, isn’t a failure. But if you’re not sure whether something is cosmetic or structural, call us. We’d rather look than guess.
How to Use the Promise
Step 1: Call (336) 863-3889 or book online.
A live person answers every call, any time of day or night – no voicemail, no callback queue. Tell them you’re calling about a completed job and that something isn’t right.
Step 2: Tell us the job and roughly when we did it.
You don’t need a receipt, a confirmation number, or a paperwork trail. We have the job on file – the date, the scope, and the technician who did it. Your name and address are enough to pull it up.
Step 3: We schedule the return visit.
We’ll find a time that works for you, send you the technician’s name and photo before they arrive, and confirm the appointment by your preferred method. Same Threshold Standard as the first visit – background-checked, uniformed, photo ID at the door.
Step 4: We make it right.
The technician assesses the issue, determines whether it falls within the original scope, and fixes it. There’s no fee for the return visit, no form to sign, and no condition attached to the Promise beyond the 365-day window and the honest exclusions listed above.
Timing
The 365-day window opens the day of your service and closes on the same calendar date the following year. If you notice something on day 366 and call us, we’ll still come look. We’re reasonable people, not accountants watching a countdown. What we won’t do is guarantee work indefinitely – a year is a long accountability window for this trade, and we stand by it fully.
Each Alcott Chimney Sweep location is independently owned and operated, but every location in the Threshold Group family agreed to honor this promise as a condition of carrying the Threshold Verified name. It isn’t optional, and it doesn’t vary by location.
Questions About the Promise
If you have a question about what’s covered, whether something qualifies, or how to get a return visit scheduled, call (336) 863-3889. A real person answers. They know the Promise, they have your job on file, and they will give you a straight answer – not a ticket number and a three-day wait.
Written by Ruben Castellano, Owner at Alcott Chimney Sweep, part of the Threshold Group family of home-service companies, serving homeowners since 2002.