The owner, Jeff, reached out to me right away. When I called him for more information on scheduling an estimate, he said he was available to come out within the hour. For me personally, speed of scheduling an estimate was A+, it doesn't get much faster than within an hour of reaching out.
Jeff and Alex came out right away, examined our chimney, and wrote up an estimate of point-by-point repairs they would need to complete for a full repair. Each item was priced out individually, which was a huge plus. The estimate was provided on the spot, and they walked through each item for me so I could fully understand what they wanted to do, and why the needed to do it.
Scheduling the actual repair was timed very nicely. After I had put down the 50% deposit and they were able to confirm they had the bricks in stock, they were able to schedule my repair a few days out, which was great. During the fall is the busy time for many companies, and other estimates we got said if we were to go with them that they wouldn't be able to do the repair for many weeks out, about a month and a half. It's great that FACTS was able to get us on the schedule right away to resolve our issue before it got any worse.
On the day of the repair, Jeff (the owner and person who did our inspection) came out with our tech, Ryan, to make sure he was on the same page with what needed to be done, which was reassuring to me. Our tech, Ryan, was very friendly and explained what he did in a language that I could understand, which was very useful. To my understanding, he also went above and beyond to make sure that our repair was done with high quality. These folks definitely take pride in the work they put their name to, and I mean that as a compliment. Jeff came by a number of times throughout the repair to check in on progress- I think it's great that an owner is that involved in his company.
When everything was done, Ryan and Alex went over everything they did with me to make sure I was understanding and that any questions I had were answered. Alex did a great job communicating with me regarding scheduling, payments, warranties, and use of our new damper.
The cleanup job was quite impressive; they wiped down our glass door that was nearby, and completely swept up the area around the job site.
We needed bricks replaced, and they were able to match the new bricks to our old ones so that the difference was not noticeable. We have a neighbor who had chimney repair work done and she said that her company did not have matching bricks and so she had to pay an extra $700 for them to stain the bricks to match.
What else was nice is that they were able to split the repair work we needed (internal and external work.. our chimney is pretty old and in bad condition) to make it more manageable from a financial perspective.
We had a few other companies out to provide quotes and this company was by far and away the best price (by a few thousand dollars). If you're looking for chimney repair work, I would definitely recommend this company, especially if you're comparing prices and looking for someone to provide competitive rates. We plan to use them again for the internal repair work when we are ready.