Burggraf Restoration, Inc.

Initial Business Response /* (1000, 6, 2014/05/19) */
This is in response to the Revdex.com Complaint Case# ***
The hot water line was broken during the remediation*** *** who was working on the this job offered to fix the broken line and was told no, because the pastor told ***
he was going to have the plumbing repaired with pex piping instead of PVC
Burggraf does not shut off hot water tank unless requested to by customer
Burggraf did have instructions from the pastor to call him when leaving the premises so he could remotely set the alarmI have no knowledge of Burggraf leaving the premises without calling the pastor
There was never a request to have itemized bills as the charges were incurred
Burggraf can not confirm or deny any lack of communication
Burggraf is not aware of a second leak
Unless there is a reason to shut off the main water line at a loss we do not do so
Trash cans for recovery of water from dehumidification is practice
Burggraf has no knowledge of any vent pipes being cut
Blocking furniture with Styrofoam pads is practice
Burggraf has no knowledge of a projection screen
Carpet cleaning is normally not done during dry out, normally done during the build back
Burggraf's estimator did not tell the customer that he advised the customer that would be addressed by the project manager
Any deduction of deductable is only given if Burggraf does all the work that is agreed to by the insurance company and BurggrafThis includes build back also
This statement is not true Burggraf's estimator, and project managers have been on-site and spoke with customer on the phone
If Burggraf believes that if any material may have asbestos we will not remove it until the material has been tested
Refer to item #
Customer advised Burggraf where to put the toilets and sinks
Refer to item #
Refer to item #
Burggraf sent the email with the estimates the customer is referring to on 4-24-and for whatever reason it was not delivered to the customers email addressThe only way it got to the customer by email was he sent an email to our office and Burggraf replied to it
The customer came to Burggraf office 5-19-unannounced to settle the charges
Burggraf had previously reduced his invoice of to for work not performed ( after interviewing the water technician that was on site during the water loss, the customer was aware of this )To settle this loss an additional $credit was issued making the total $The customer wrote us a check for that amountAs far as Burggraf is concerned this complaint is resolved

Complaint: ***
I am rejecting this response because:
This is the second complaint I have filed against this company for the same reasonsThis company started restoration on our tornado damaged home on May 17th 2015, one year agoAt least two major kitchen appliances have not been delivered to our designated delivery point at Salvation Army, Garage doors were painted incorrectly so that the door panels stick together, entry to dining room is finished without regard to squaring the top of the opening and from one side to the other it is out of square by almost an inch, and air vent in ceiling is falling out of the ceilingThis company has made no attempt to correct any of the above issues or contact us to arrange a time and weeks have passedAlso several of our personal items are still missing and many items already returned to us were broken or damaged by this companyThis company uses a number of contractors whose employees do not speak any english and come from south of our national borderMost do not have knowledge of what they should know to do a proper jobBottom line is cheap labor and probably illegals as wellI would never recommend this company to anyoneMy insurance adjuster told me that if she has to work with this company again on a similar project, she will screamWhile the company in question indicated to us that the rebuild would take months, it is still not complete one year from the start of the restorationThey have continued to deny us service and avoid our attempted communicationsTheir excuse has been how busy they areToo busy to finish a job they took on one year ago and is now months overdue! We want this work completed and we want it NOW!
Sincerely,
*** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
Sincerely,
*** ***

After a house fire I was told to contact a company that would help protect my personal property that was left, which I contacted Burggraf Restoration All was well until the bill was paid They did do what was needed to get my personal belongings protected and out of the house But once it was time to bring back my belongings the tide had turned Much of my belongings were broken, severely damaged, parts missing, or did not show up at all Called to schedule a drop and never showed up, called phone numbers that we asked them not to reach us on, and one excuse after another I can tell this is going to be a worse experience than working with the insurance company I would not recommend there services to anyone and if I need services again I will be contacting another company Very disappointed...and on top of that I got a bad case of sticker shock when I got the bill

Complaint: ***
I am rejecting this response because: Burgraff keeps changing their own story Now they want money not due them for storage after free holding these appliances and not delivering them as I had instructed them I had instructed them to make a short trip with these items to the nearest Salvation Army collection location, a much shorter trip for them than to my residence The previous option offered to them for the Salvation Army to pick them up I took from the table when It appeared that they either had already given them away to someone else, or perhaps couldn't find them at all I had instructed them to deliver to Salvation Army, collect a donation receipt and send it to me That was months ago Still not done And now all this time of dragging their feet, they expect payment for failure on their part to do as instructedGarage door issue has been laying dormant for about two months They have examined it and done nothing
Fixing the entry opening from the kitchen to the dining room is another mistake by the contractor The top of the opening is about one inch higher on one side than the other The easy option for them is to trim that opening with a door casement and their representative agreed that would be the best solution Now they want us to pay for the fix They absolutely refuse to correct their mistake This poor workmanship that resulted in this crazy looking opening is a direct result of a sub-contractor that doesn't know all that he should know before doing work like this And I blame the lead on this project for not taking responsibility for this poor workOf course their excuse for not completing this work by this date is that they are soooooo busy I guess they would rather spend a lot of their time fighting me than doing the work I'm retired so I have the time, but my patience has expired That does not mean that I am done with this, only that I have just begun!
Sincerely,
*** ***

Tell us why here...
 
The disputed amount of $577.65 was written off by Burggraf services last week.

Used burgrraf on insurance claim for flood damage. This company is 100% dishonest. Work not done, false material invoices, the furniture movers scuffed floors, damaged furniture, and broke sentimental possessions. No apologies, no repriations, nothing. Except the lawsuit demanding $ 1500 ! After over $30k had been paid. Now this company is suing for $1500 without finishing the job the were hired to do. I WOULD DEFINITELY CHOOSE ANOTHER COMPANY TO HANDLE YOUR DISASTER NEEDS.

Initial Business Response /* (1000, 8, 2014/06/20) */
The filing of [redacted] complaint was the first we heard of any dissatisfaction with Burggraf, and when I checked the file, he paid us in full.

We got the call at 2:37 pm and were at the job site at 5:00 pm according to our job...

logs. Apparently, according to his complaint, he was dissatisfied with the responses from our office when he called, and not the service we provided. Since he did not list a resolution desired, we apologize for any lack of professionalism he received from our office.

Complaint: [redacted]
I am rejecting this response because:
 
Burggraf did not replace those items, I did and paid for them myself.  Fact is that they evidently have lost the items they need to return or deliver to the location indicated by me, which is much closer to them than to me.  I own those items.  If Burggraf believes they paid for the new items, they can produce the invoices and the paid checks to prove it, but that will be impossible since it was my checks and receipts and hold them in my HOT little hands.  Liars!
As far as my badly painted garage door, they have inspected it about two weeks ago as they did the opening to the dinning room from the kitchen. At this point in time, Thursday May 26th, they have not yet responded to me with a resolve to these two issues.  (See original complaint)
It is now past a full year since they started the reclamation of our home, and it is still not complete.  They appear to have little interest in finishing the project they were contracted to complete and the original estimate of 4 months to completion has reached a factor of three at over 12 months and still not done.
Sincerely,
Douglas Walters

Complaint: [redacted]
I am rejecting this response because:  Mr. [redacted] stated in front of witnesses and myself that the project would be completed in about four months.  That's very different than the 9 months we are at right now still waiting for a fold down laundry room table, repairs to powder room trim, side splashes in the powder room and work to be done on the Master bath fan so that it won't howl.  In addition, the work bench shop light that Burggraf removed from the wall in the garage has still not be returned to me.  Damaged items on the list is abbreviated and does not included, among other things, scratches and dents in the expensive, nearly new kitchen refrigerator, damages that occurred while in the custody of Burggraf and I find it difficult to understand why my insurance company could possibly be responsible for expenses to repair or replace items damaged by Burggraf.  Don't they have insurance?  One of their contractors broke an outdoor solar light while the demolition was taking place.  It was one of two matching lights on either side of the front entrance.  Both need to be replaced since the remaining lamp can no longer be matched by new product.  Replacement screen material handled by Burggraf on two windows was done so poorly that it will have to be done again.  Mr. [redacted] knows that but has done nothing to get it corrected.
Sincerely,
[redacted]

[redacted] did not tell Mr. [redacted] or anyone else the structure would be repaired in 4 months. The laundry room sink hose did...

not have a weight on the hose before we replaced it, and neither did the replacement hose. The HVAC system problem with insulation blowing into the study was scheduled to be looked at March 5th or 6th, and the flood light was scheduled to be fixed March 3. The howling bath fan was not on the estimate to be replaced, but will be looked at. The trim work that Mr. [redacted] said was done poorly will be looked at now that we have been notified in this complaint. We notified Mr. [redacted] of items broken during shipment as soon as we found them. All items have been returned except damaged food and non-cleanable items, which were provided on damaged lists for Mr. [redacted] to turn in to his adjuster.

The fold down laundry table has been built and changed numerous times because the owners have changed their minds or changed the dimensions. Our installer will be arranging to be there again next week. The repairs to the powder room trim will be addressed next week by the same installer.  The installer for the side splashes left messages for Mr. [redacted] to call him back so he could set an appointment on February 17th and again February 18th.  Neither phone call was returned. He will call again to set the appointment with Mr. [redacted]. As mentioned in our last response, the howling bath fan was not on the estimate.  We did look at it and did what Mr. [redacted] requested to try to fix it. The work bench shop light will be addressed next week. Mr. [redacted] and I discussed the refrigerator and broken vases the week after the last time he made payment. At that time he said he had a list of other items and I have yet to see a complete and final list before we can settle.  The inventory list of damaged items that we provided Mr. [redacted], such as food, a water damaged desk, etc. was the damaged list as a result of the tornado and he should turn that list over to his insurance company. We have contacted the subcontractor who broke the solar light and they will take care of it with Mr. [redacted]. The replacement screen material was not handled by Burggraf but by Sears, with whom Mr. [redacted] has the warranty under his name.  Therefore it is Mr. [redacted] who must call and make arrangements with Sears to fix the screen that their installers incorrectly installed.

On March 29, 2016, Mr. [redacted] gave me two options in a text to get his receipt from the Salvation Army for the microwave and oven, and I quote:  "I could have Salvation Army pick them up and send me a receipt, or you could deliver to them.  Just need to know how you want to do it and where and when." My response was "Please have them picked up.  Have them call me so we know when they will be here.  Thanks."  His response was "I'll have you deliver all three pieces to the Salvation Army warehouse etc. Call me when you have completed delivery."  We replaced those items with new ones, and we are under no obligation to deliver damaged items anywhere.  They usually go in the dumpster.  In fact, because he did not follow up on the only option I accepted and the items have been taking up space in our warehouse, we must now charge a storage fee as we did for his other belongings for which we have been paid. 
The entry to the dining room was changed from a cased opening with a jamb and trim to a drywall opening at Mr. [redacted] request.  The header was framed out of square by the original builder.  We did not do anything to that wall as it was NOT damaged by the tornado.

Initial Business Response /* (1000, 8, 2015/06/26) */
After reviewing Mr. [redacted]'s complaint with the technicians, supervisors and managers, the following is our response to the subject complaint from Mr. [redacted]:

Burggraf responds to emergencies, and we had many water damage...

emergencies helping customers that needed our services at the time Mr. [redacted] called us, and we do not normally give estimates on emergency water damages because we do not know what materials are wet and how long it may take them to dry. It also delays the emergency removal of water from the structure. In addition, until we expose all the water damage that is hidden from view, any estimate may not be accurate. Had Mr. [redacted] insisted on an estimate, we would probably not have given him one and moved on to those other customers waiting for our help.

There was no faulty work resulting in additional expense on Mr. [redacted]'s job. Though the air conditioning system works by dehumidifying the air in our homes, it is not the best method to dry a flooded structure. When Mr. [redacted] asked our technician if he should leave the air conditioner on, he told him that he could. It is neither correct nor incorrect to leave it on since we use dehumidifiers and air movers to dry a structure. Leaving the system on did NOT result in 2 days longer drying time.

As stated above, we had many emergency calls during this period and took them in order of called in times. Therefore the billing was also done in the same order, which resulted in delays in billing for some customers.

The first technician DID NOT unplug anything at Mr. [redacted]'s home. He asked Mr. [redacted] where he should plug in the air mover and Mr. [redacted] himself reached over to unplug something and told the technician to plug it in there. Normally we also remove wet flooring but in this case Mr. [redacted] handled the removal of the flooring in which case items such as the freezer in question may have had to be moved in order to remove the flooring. We will NOT be held responsible for unplugging the freezer since we did not unplug it, nor for the cost of the food Mr. [redacted] lost.

The billing has been completed and sent to Mr. [redacted] and is correct for the work we performed.
Initial Consumer Rebuttal /* (3000, 10, 2015/06/29) */
(The consumer indicated he/she DID NOT accept the response from the business.)
in response to your report I completely disagree with the accusation of unplugging the freezer my self. I my self was not even in that area of the residence when the fans were placed. I was in the main house removing floors along with three (3) witnesses. Your company's blatant false "facts" are nothing short of disturbing. The character of your company and employees had shown in this situation and will be remembered and advised to others. I wish no further action from the Revdex.com and to close the complaint do to time and financial constraints. I am very disappointed in how this was handled by the company in question and appreciate all the work by the Tulsa Revdex.com trying to rectify the situation

We did not lose the items, but as explained in the last response, we need to be paid for storing these items for Mr. [redacted], as we were paid for storing the rest of his items.  Again, if he would have chosen his option of having Salvation Army pick these items up as he suggested, we would not have this issue today.  We will make another appointment with Mr. [redacted] to look at the garage door.