The Mad Hatter

I have a simple restoration job to do. Should have taken a day or two to receive a bid. It’s been over two weeks. I called and left a detailed message, and got a call back saying ‘Hi, what can I do for you?’
Well, you can listen to the message, you can finish my bid, and you can have a clue about customer service. Now I’m two weeks behind on a restoration that has a limited window, and have to find someone else. Extremely disappointed.

Update — they rescheduled and this time were early. They did a great job.
As I’ve said in prior reviews, aside from repeated scheduling problems, they do a great job.

I called this company after a different company canceled my appointment. The Mad Hatter told me they were pretty full, but could make it out in two weeks. No problem, I understand it’s fall and they are probably busy. The day of the appointment though, they called in the morning and said they had to cancel. No reason, but I could call back to reschedule. I called back and they said that the absolute SOONEST they could get me in, was over 3 weeks away! From October 25 (the one they canceled) the next available was November 17! I asked why they canceled, and it was because the «technician» had car problems. Lame. I will try ANOTHER company.

All we can say is… don’t bother calling these guys. They won’t show up. We had a cleaning scheduled a couple of weeks ago and received a last minute call that the only tech they had on duty decided not to come to work that day. So we rescheduled. Today we received another call that the tech didn’t plan to come to work on the day of the new appointment either. My husband told them to forget it. I would suggest you do the same…

Same experience with lousy communications and being sloppy. Set up an estimate after repeated attempts that were not responded to. Guys came over, left mud on carpet and said they’d send an estimate the next day. Of course, it never showed up. Was probably not going to use them any way. Ended up using someone else.

We had Mad Hatter out to clean our two chimneys and replace a chimney cap. They were very knowledgeable and prompt, but left our home a mess. One of their employees had left sooty palm-​prints on the walls, the banisters, even the carpet and surrounding the fireplace. It took me over an hour to clean and left me with doubts about their professionalism.

Very disappointed with The Mad Hatter. They seemed promising based on the reviews here, but:
The first time I called, I was told that they might have an opening the next day, and that the person would check with the tech and get right back to me. She never did.
I called back the following week and got an appointment a few days out. The guy came out (a little late — but not too bad), and he was helpful and friendly, said the chimney didn’t need cleaning, and gave me some advice. He didn’t charge, and that part was nice.
However, I also asked for an estimate on some other work (which I had mentioned on the phone as well, to make sure they sent out the right guy), and he took some notes, and said I’d hear back in a few days. It’s been 3 weeks now and nothing.
I just can’t tolerate that level of disrespect for a potential customer.

Just adding to good reviews… Showed up right on time, did the work for the amount estimated ($ 100). Were friendly and explained all the work before starting.
Also going to have them look at redoing the façade of my fireplace (which is just cement right now).

These guys did a great job cleaning our 60+ year old chimney. We’ve been in our current home for 10 years and never had it touched. The owner is obviously very conscientious of his employees, as he asked to reschedule when we had a 106 degree day in July (because he was concerned about the guys). They actually answer their email, which doesn’t seem to be commin among many contractors.
The arrival of the two sweepers was right on time, and they proceed to set up and get to work right away. Both guys were very amiable and conscientious of cleanliness and keeping me up to date. They showed me a cracked chimney cap and how it has been poorly repaired. I would absolutely use the Mad Hatter again!

I got an estimate for a chimney tuckpointing along with installing new flashing and cap. It was double the cost of two other estimates I received. The estimate was also not itemized. The guy seemed professional and they probably do a good job but the cost was way too expensive.

People on Unilocal really liked them so I thought I’d give ‘em a try.
I talked to them on the phone and they said they could come out and fix my gas fireplace. They asked that i take pictures of the fireplace and send it to them so they would know what part to order and would have it when they arrived.
I sent them the pictures. Called and verified they got the pictures and could order the parts they needed based off the pictures. They confirmed everything was set to go.
The day before they’re supposed to be out they call and ask if they can come that day. I tell them sure and wait around for them. At the end of the day they call and say they’re not coming it was all a mistake.
So they come the next day and he isn’t sure he’s there to fix a gas fireplace and honestly didn’t really seem experienced with gas fireplaces. He said the pictures did him no good. I’m all for misunderstandings and still sign the paperwork for them to order parts and come back. Now one a half months later I still haven’t heard back from them. And I’m not eager to find out why.

Ian and Jason came by and went well above and beyond their required duties. After inspecting the chimney and determining that it wasn’t clogged, they spent a half hour trying to investigate the problem. We finally realized since this is an older house, the air intake was sucking air down the chimney putting out any fledging fires.

Add another great review to the pile.
I took a gamble after reading the reviews on Unilocal.We have a beautiful wood burning stove that I was dying to use in the new house. But I was wary to use it since it hadn’t been inspected and the previous owner was not exactly up-​to-​date on his upkeep and repairs of the house.
Easy to make an appointment and a fair deal. $ 99 for a full chimney sweep and inspection. They showed up promptly, inspected the chimney and let me know that apparently the old guy before me never used it. It looked brand new. Excellent news for me. It was still $ 40 for their time but that was fine knowing that my walls weren’t going to catch fire. Now I have a roaring fire whenever I want!