Top Hat Chimney

In the spring of 2010 I hired Top Hat Chimney to install a new stainless steel chimney flue in my unlined chimney in order to bring it up to code for insurance purposes. The flue was installed in good order and in good time and I was happy with the work. However when I went to use the fireplace during the following winter, the fireplace no longer seemed to be drawing properly. Smoke was coming back into the house. I tried all the standard testing procedures - cracking the door, making sure it was a cold night for draw, pre-heating the flue - to no avail. So I phoned Top Hat and asked them to come down and have a look. I understand that sometimes things don't work out exactly right - maybe the new relationship between the flue and the firebox was not right, for example. In good faith, I was willing to pay an additional charge if something needed to be changed - as not all problems are foreseeable. But here is where the problem started. I could NOT get anyone to come down from Top Hat and have a look. I must have explained my situation 4 or 5 times over phone calls that took place over more than a year and even explained I would be willing to pay if the problem could be fixed. Each time I was told Steve (the owner) would look into it and then nothing. It's been almost 2 years and still nothing. I guess the lesson here with this company is make sure your chimney actually works before giving over your final payment. I am very disappointed and frustrated with Top Hat.