Our Guarantee & Warranty - Top Hat Chimney

The Top Hat Chimney Guarantee

Here’s what our guarantee means if you live in Natick or anywhere else we work. When Wendell Pike and his crew finish a job, you get it in writing: if it’s not done right, one call brings us back. No charge, no argument, no waiting three weeks for a callback. That’s the 90-Day Done Right Promise, and it’s stamped on every single job we complete. Since 1999, that promise has covered chimney sweeps, liner installs, cap replacements, and rebuilds. You don’t have to remind us we said it. It’s on the paperwork, and Wendell’s name is on the company.

Call (781) 378-5846

What’s Covered

• Workmanship, period. If the sweep, repair, or install isn’t done correctly, we come back and make it right within 90 days at no additional cost.
• Parts and materials we install. From DuraFlex liners to HeatShield treatments and Olympia caps, anything we put in is backed by our promise on top of the manufacturer’s own coverage.
• Cleanup. We leave your hearth, floors, and yard the way we found them. Soot stays in the vacuum, not on your rug.
• On-time arrival. You get a real arrival window, and if it slips, the phone rings before you have to wonder where we are.
• Honest pricing. The number you hear on the phone is the number on the invoice. No surprise add-ons once the ladder goes up.
• The verdict itself. After every job, you see the camera footage and get a plain-English explanation of what we found. Nothing is recommended you can’t see with your own eyes.

Our Satisfaction Promise

If you’re not satisfied, you call us. A live person answers, and that person may well be Wendell himself. You explain what’s wrong, we schedule the return visit, and the crew comes back. Simple as that. We don’t ask you to fill out a form, wait for a manager, or file a claim with a third party. The promise exists because Wendell still lives where he works, and he’d rather fix a job than avoid a neighbor. If something about the work doesn’t hold up within the 90 days, we’re back on your roof or at your hearth until it’s right. There’s no fine print worth reading twice, but if you want to read it anyway, ask us and we’ll hand over the same guarantee we give every other homeowner. Your flue doesn’t care how the fire looks. It cares how it breathes, and our job is to make sure it breathes right.

If you have a written estimate from another chimney company, bring it to us. We’ll give you a free second opinion on it, and if their number is better for the same scope of work, at least you’ll know what you’re actually paying for. We won’t match a number that hides half the work.

Licensed & Insured Backing

A guarantee is only as good as the company standing behind it. Top Hat Chimney is licensed and insured, which means you aren’t relying on a handshake. If something goes wrong, the insurance is there. If a question comes up about the work, the license is on file. We also run background checks on every technician who shows up at your door, and they arrive in uniform driving a marked truck. You know who’s in your house and why they’re there. Wendell has run this company since 1999, over 29 years in the same communities, and he publishes his address because he expects to run into you again on Saturday. Ask anyone on your street.

The Fine Print, Written Plain

The 90-Day Done Right Promise covers workmanship on completed jobs. Here’s what that looks like in practice. We sweep your chimney in a Natick colonial, and three weeks later you notice soot in the firebox. You call. We come back, inspect, and if we missed something, we fix it. No invoice. Same goes for a cap we installed that rattles in the wind, a crown that cracks, or a liner that isn’t seating the way it should. If it’s our work and it’s not right, it’s our problem. That’s the whole promise.

What we can’t do is promise a chimney we’ve never touched will stay in good shape. Chimneys break in the off-season too. Once a year, burn or no burn. That’s why we recommend annual inspections for every house we work on, but we’ll tell you plainly when a sweep can wait. If the flue is clean and the cap is solid, Wendell will say exactly that. Nothing gets recommended without camera footage you can watch yourself.

What We Stand Behind When We Install

When we install a product from the brands we work with, you’re getting two layers of coverage: ours and theirs. We service and install materials from DuraFlex, HeatShield, Gelco, Olympia Chimney, Famco, and Copperfield. These are industry-standard brands we trust because we’ve seen how they hold up in Massachusetts winters and summer humidity. If a manufacturer’s part fails, we handle the claim and the labor to make it right. If our installation was the problem, the 90-Day Done Right Promise covers it. Either way, you aren’t stuck on hold with some factory call center. You call us, and we sort it out.

How to Use the Guarantee

Keep the job paperwork. It has the 90-Day Done Right Promise on it, the date, and what we did. If something feels off, call (781) 378-5846. A live person answers, any hour, any day. Tell them your address and what you’re noticing. We’ll schedule the return visit, and Wendell or one of his crew will come back and take a look. If it’s within 90 days and it’s our work, there’s no charge. If it’s something else, we’ll show you exactly what we’re seeing with the camera and explain your options without any pressure. Either way, you’ll know where you stand before we leave.

Honest About What Can Wait

We’d rather tell you a repair can wait than sell you one you don’t need. First-degree creosote is a brush job. Third-degree is a glaze – catch it early. That’s the kind of straight talk you’ll get from us. If your liner has minor wear but still passes inspection, Wendell will say so. If a cap is cosmetic but functional, he’ll tell you it can wait. The guarantee doesn’t exist to push work you don’t need. It exists because when we say a job is done, we mean it stays done through the season and beyond, or we come back. That’s it. That’s the whole idea.

Call for a Straight Answer

If you want a second opinion on a written estimate from another company, or you just want to know what your chimney needs and what it doesn’t, call (781) 378-5846. No trip charge inside the county. $40 off any repair over $200. Ten percent off always for seniors and veterans. And every job, from a simple sweep to a full rebuild, carries the same 90-Day Done Right Promise in writing. That’s how we’ve done it since 1999, and that’s how we’ll do it when we pull up in front of your house.

Written by Wendell Pike, Owner at Top Hat Chimney, serving Natick and surrounding communities since 1999.