Our Guarantee & Warranty - Alcott Chimney Austin

The Alcott Chimney Austin Guarantee

We started Alcott Chimney Austin in 2002 with one rule that has never changed: you get a written price before any work begins, and you get a written guarantee on every repair before we leave. If a repair we make fails, the second visit is free. That is not a promotion, not an upsell, and not something you need to ask for. It is how Ruben Castellano runs this company, and it is how every technician who arrives at your door is expected to work. We do not do vague promises. We put it in writing, every single time.

Call (361) 420-8585

What’s Covered

Every job we perform in Austin carries the same standing commitments. Here is exactly what that means when we step onto your property.

• Workmanship on every repair. If the repair we complete fails during the coverage period, we come back and fix it at no charge. Second visit, free, no argument.
• Cleanup before we leave. A chimney sweep is a dusty job. We lay down protection, we vacuum as we work, and we leave your hearth cleaner than we found it. No soot footprints across your living room floor.
• On-time arrival, communicating ahead. You’ll know the technician’s name and see their photo before we arrive. When the schedule shifts, you’ll hear from us, not wonder where we are.
• Honest pricing, written down first. The price we hand you before work starts is the price you pay. No surprise charges at the end of the job because we “found something.” If the camera inspection shows a problem, we show you the footage and you decide what happens next.
• Real parts, not improvised substitutes. We install DuraFlex, HeatShield, Gelco, Olympia Chimney, Famco, and Copperfield. These are the materials chimney professionals specify, and we carry them because shortcuts in a chimney are how fires start.
• 365-Day Done Right Promise. A full year of accountability on every completed job. If something isn’t right, we make it right. That is the whole promise, written down and standing behind our name.

Our Satisfaction Promise

If you are not satisfied with the work we did, we want to know before you decide to live with it. Call us. Explain what is bothering you. We will send someone back to look at the issue with you, on site, with the same technician when possible. Sometimes the fix is a simple adjustment. Sometimes it is us redoing part of the job at no charge. Either way, the goal is the same: we leave only when the fireplace does what it is supposed to do and you feel good about using it. Ruben has been doing this in Austin since 2002, and he did not build a reputation by walking away from unfinished business. The 365-Day Done Right Promise is not a marketing line on a brochure. It is the standard we hold every job to, for a full year after we pack up our tools. If the work isn’t right, Alcott makes it right. That is the deal, and it always has been.

Licensed & Insured Backing

A written guarantee only matters if the company behind it is still standing when you need to cash it in. Alcott Chimney Austin is licensed and insured, which means the paperwork has real weight behind it. Insurance protects your home and our crew while we work. Licensing means we answer to the standards the state of Texas sets for the work we do. But we go further than the minimum. Every technician who steps onto your property has passed a background check and identity verification before they ever ring your doorbell. We call it the Threshold Standard, and it is not an optional upgrade. You get the technician’s name and photo before the visit, and they are required to show a photo ID badge at your door, every time, no exceptions. When you combine that with a written price up front and a written guarantee on every repair, you get what a guarantee is supposed to be: someone accountable, reachable, and standing behind their work.

Why We Put This in Writing

We have been inside a lot of Austin chimneys, and we have seen what happens when a fireplace gets ignored or a repair gets patched instead of fixed. Creosote, the tar-like buildup that causes chimney fires, builds up over a single burning season. A cracked flue liner can push carbon monoxide back into the house instead of up and out. These are not small problems. They are exactly the kind of thing homeowners should not have to take on faith. That is why every job we do includes a camera inspection with a photo report you can see with your own eyes. You will never hear us say “trust me, it needs replacing.” You will hear “here is the footage, and here is what we recommend, and here is what can wait.” If no repair is needed, we will say that plainly. Our guarantee is built for people who have been burned before by a contractor who disappeared when the work went sideways. We are still here, still answering our phones with a live person, and still standing behind what we do.

What the Guarantee Does Not Cover

We think a guarantee should be honest about its edges too. Our written guarantee covers the repairs we perform. It does not cover normal wear and tear on parts we did not install, damage from chimney fires, misuse of the fireplace, or issues caused by outside factors like storm damage or foundation movement. It also does not cover manufacturer defects in parts that carry their own warranty; in those cases, we handle the paperwork and the replacement labor as part of our repair guarantee so you are never stuck in the middle. The water damage that was already behind the wall before we arrived is not on us. What is on us is the work we did after that wall was opened. If a repair fails on its own, within the coverage period, we come back free. That is our promise, and it is written on every repair order.

How the Make-It-Right Process Works

The whole point of a guarantee is that you know what to do when something goes wrong. Here is the process, step by step.

1. 1
   Call us. A live person answers, around the clock. No voicemail, no callback queue when something smells like smoke at 11 p.m.
2. 2
   We come out and look. The technician who did the work returns when possible, with the original job details and the camera footage from the first visit.
3. 3
   We diagnose together. You see what we see. If the problem is ours, we own it. If it is something else, we explain it without selling pressure.
4. 4
   We fix it. If the repair failed, the second visit is free. That includes labor and the parts we originally installed.
5. 5
   We document everything. You get the report, the photos, and the updated repair record in writing. No verbal-only assurances.

Anyone can print the word “guarantee” on a business card. What matters is what happens when you actually call to use it. At Alcott Chimney Austin, what happens is you get a person, a clear answer, and a fix. That has been true since 2002, and it is why we write the promise down instead of just saying it.

Common Questions About Our Guarantee

How long does the repair guarantee last?

Every repair we complete carries a written guarantee, and the 365-Day Done Right Promise extends a full year of accountability on every completed job. The specific coverage window for a given repair is always stated on your written repair order before we begin, so you never have to guess. If the repair fails within the coverage period, the second visit is free. We do not hide the terms in fine print.

Does the guarantee cover the parts or only the labor?

Both. When we perform a repair, the written guarantee covers the workmanship and the parts we installed. If a part fails during the coverage period, we come back and replace it at no charge. If the part carries a manufacturer warranty, we handle the claim process so you do not have to fight with an out-of-state supplier. Call (361) 420-8585 and we will walk you through exactly what is covered on any job.

What if I am not sure whether something is wrong?

Call us and describe what you are seeing or smelling. If we need to come out and look, we will give you a written price before any work begins, and the camera inspection will show you what we see. You are never obligated to move forward with a repair you do not understand or did not authorize. A clean chimney and a clear report are never a waste of money, and the estimate is free. Call (361) 420-8585.

Does the guarantee transfer if I sell my Austin home?

The 365-Day Done Right Promise and our written repair guarantee apply to the home where the work was done, but we are happy to discuss transferring coverage with a new owner. Give us a call and we will pull the original job record, share the camera footage, and make sure the new homeowner understands exactly what was done. A documented chimney is a selling point in an Austin market where buyers actually read inspection reports.

Written by Ruben Castellano, Owner at Alcott Chimney Austin, serving Austin since 2002.