Burke's Klein's DKI

[redacted] , Upon receiving your complaint through the Revdex.com we began to research your file and investigate the allegations you have made regarding the work performed on your property and the funds paid to DKI for work completed We have found multiple occasions where our staff has provided you with written documentation of the line items in question and even deducted from the total amounts found that were not used in the completion of your restoration project One such document is nearly pages long and includes a complete and comprehensive response to the questions asked by you regarding line items throughout the estimate and offers complete answers and justifications for the amounts included in the estimate There are also a number of documents reflecting contact made with you by our staff to explain the severity and urgency of resolving the outstanding balance in order to avoid the balance being sent to collections and ultimately a lien placed on the property if left unpaid Furthermore, a Certificate of Satisfaction was completed and signed by you on February 11, with your estimator stating that you were satisfied with the completion of the project and agreed to payment upon receipt of your invoice from DKI The signing of this document legally binds you to remit payment in full and states your satisfaction with project completion In addition to this document, you also completed and signed on October 14, the Notice of Lien Rights, stating that your obligation to remit payment may be enforced by a lien placed on the property in question in order for the contractor (DKI) to be reimbursed for completion of your project Based on the documentation, contracts, and information I have on file, complete with your signatures, there is a balance of $10,outstanding for work you authorized, requested, and signed a Certificate of Satisfaction for stating it was complete and you agreed to pay for upon receipt of a final invoice With regard to the work performed, we have documentation of consistently exceeding standard expectation throughout the restorative process by completing additional work you requested within the original budget and at a cost to our bottom line The light remodel of your bathroom is one such example You requested that we work to provide some of the upgrades to your home within the original estimate and we were happy to oblige as a way of caring for our clients and providing excellent customer service, often performing aspects of this project at near cost Ultimately, you agreed both verbally and in writing, through your contract and COS to remit payment in full and your satisfaction in the quality and comprehensiveness of our work on this project To touch on the statement of altering the name you placed on our contracts and documentation to your LLC., this would be unethical and illegal as it would involve the altering of a legal document already signed The insurance carrier has been made aware of the outstanding balance and takes situations such as this very seriously It is both illegal and unethical to profit from an insurance loss and is considered Insurance Fraud Your insurance carrier agreed to a scope and cost of repair with Burke’s Klein’s DKI and agreed to provide the total amount of $ 20,to cover the cost of repairs on your property As stated in the documentation within the file, there were deductions made to this number for items that were not completed or unused; however, the gross majority of the funds were reallocated by you to remodel the bathroom and toward upgrades in the areas in which we performed repairs We would be more than happy to remove this file from collections and pull the lien placed on the property; however, payment must be received before I will be authorized to do so Please contact our office directly to establish a payment plan or an avenue of remitting payment in full Thank you BL

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received, your complaint will be closed Administratively Resolved]
Revdex.com,
I have reviewed the response made by the business in reference to complaint ID *** and have determined that this does not resolve my complaintFor your reference, details of the offer I reviewed appear below
[To assist us in bringing this matter to a close, we would like to know your view on the matter.] I have had tremendous difficulty working with the lead on this project He has been dishonest and attempts to intimidate me to accept poor quality repairs Under no circumstances do we owe Burkes Klein money for the job I paid them in full from both the check from my insurance company and upon my arrival back to my home after the period we needed to be in a hotel for the floor to be worked on Burke's Klein sent us a bill for "structural repair" when no structural repair was done in our home They sent this bill only a few weeks ago in my response to asking if they would find it acceptable for me to hire someone outside of their company to repair my cabinet and they would pay this contractor directlyThe Burkes Klein lead, *** *** continued to text me that he would send someone out to remove the top so they could rebuild it in their shop I told him for the 4th time that we did not want it removed because it would cause too much damage to my wall and the other parts of the cabinet He then sent this bill to me deducting money for the cabinet and damaged blinds We are also left with uneven floors and base boards, which to repair will require that we move out of our home again for 10-days I do not want this company back in my home because of the poor work, damage done to other parts of my home, and the lying and intimidation tactics from *** *** My husband agreed to allow them to come back next week so I have agreed to one more try But the issues of the blinds and uneven floors and baseboards still remain as does this bill for "structural repairs" It all feels so dishonest to me that I am in a state of fear over them coming back into my home But I want my home back to as close to as possible so I am going to give them one more opportunity to resolve these issues I will update you after next week as to how it goesThank you for your time *** ***
Regards,
*** ***

I spoke with Mrs*** yesterday approximately 11:am She expressed her concerns to me over the phone and I addressed each issue We are scheduled to meet with her at her home next week Again, there was no contact made to our office or management staff regarding this issue at any point in time over the course of her mitigation and repair The only communication between Mrs*** and DKI was with the project coordinator If there were issues that the ***s felt were not being addressed, management staff should have been notified to correct the issue As Mrs*** has stated, the project coordinator has offered on occasions to resolve the issue by removing the counter top, taking it to our cabinet maker, and replacing the top completely Declining the offer of repair leads me to believe that they are not interested in allowing DKI to correct the issue This issue has been addressed multiple times between the project coordinator and Mrs*** via text message, as the project coordinator was unable to reach Mrs*** via phone I spoke with her regarding the counter top issue and explained that the reason for this being the primary offer of resolution was that it would be the most complete, proper, and processional solution to the counter top damage Mrs*** expressed that she had additional contractors inspect the damage and each offered that the repair could be done in place as well as removed and repaired I agree that repairing the counter top in place would be possible, however, it would involve a "patch," touch up stain, paint, and blending, all of which would leave room for imperfection and more than likely not be a complete or satisfactory repair for all involved Referring to the the potential damage caused by removal of the counter top, we remove counter tops such as this for repair on a regular basis with no issue If, for any reason, there was ANY damage caused by the removal, it would be repaired completely when the top was replaced.To address the concern of "structural repairs," billed for, I addressed this during my conversation with Mrs*** yesterday as well Our software and industry refer to ANY repairs made to the building itself (drywall, framing, flooring, trim, baseboard, cabinetry, etc.) as structural repairs as they are repairs made to the structure itself This may be confusing, as in the general public's viewpoint, structural repairs may be thought of as repairs to the structural stability of a building I also explained that this was differentiated from the mitigation (water extraction, dry down, demolition of affected areas) that was performed before any repairs could be made Mrs*** gave me the impression that she understood this after it was explained, and I felt it had been completely addressed The bill sent to her weeks/ month ago was in NO WAY meant to incite anger or frustration, rather an effort by our accounting department to recover an amount owing of $2, The accounting department had no knowledge of the issues/ concerns held by the homeowner, neither did management staff, until the series of poor reviews and complaints began to appear online a week ago This would make it very difficult for us to send an invoice as a way of retaliation or "response" to a request by the homeowner Finally, I would like to address the claim that the project coordinator has been dishonest and intimidating Anyone questioning the professionalism and politeness of our project coordinator may speak to previous clients he has worked with and hear what they have to share regarding his honesty and demeanor On a professional level, this project coordinator has been in the construction industry nearly years including his own business I cannot speak to the communication between him and the client, but if I were asked which of our staff I would place the greatest level of my trust in to perform quality work, and accountability, he would be at the top of my list I look forward to meeting with the homeowner to come to a reasonable resolution of the issues mentioned.Thank you

We are dismayed to hear that your perception of the quality of work performed is not a positive one Our investigation into this particular file has provided me with evidence that there were, in fact, issues with your particular project, however our project coordinator has made every effort to
resolve these issues and has addressed and repaired/ replaced a number of the issues stated in your complaint If you feel that this has not been done to your satisfaction, I ask that you contact our office directly as we would be more than willing to work with you towards a reasonable resolution Within the past week we have reached out to you with regard to establishing a meeting onsite with the project coordinator, operations manager, and business development manager to review the claims made in your complaint I feel that this is a very reasonable next step to resolution, however, was not accepted I will again make this offer as we would greatly prefer that this come to a positive resolution for all parties involved To my knowledge, the primary concern (based on a text conversation dated 7/16/2015) was that of a repair needing to be made on a built in cabinet Our project coordinator has offered a few reasonable resolutions to this issue One solution was to deduct the amount that a third party would charge for repair from the balance owing in order to repair the damaged counter top Another solution was to remove the cabinet and replace the veneer/rebuild the top itself, staining to match the existing trim and surround, thus resolving the issue These offers have been rejected up to this point, but remain available should you choose to accept them.I am troubled that our main office was not contacted once leading up to your complaint As always, we encourage clients to work directly with their estimator and project coordinator; however if an issue were to arise and a client felt their home was not being treated with the care and concern that we hang our hat on, I would certainly hope they would contact our office and request to speak with a superior/ manager in order to address the issue Filing complaints/ poor reviews without providing a reasonable opportunity for positive and peaceful resolution of the situation is unfair to all parties involved I assure you the alleged issues could very easily have been resolved in this manner and are generally easy to correct if the proper avenues of communication and hierarchy are pursued throughout the course of the project.Please contact me soon so we may make an appointment to address the alleged issues *** ***Burke's Klein's DKI

***,
Upon receiving your complaint through the Revdex.com we began to research your file and investigate the allegations you have made regarding the work performed on your property and the funds paid to DKI for work completed. We have found multiple occasions where our staff has provided you
with written documentation of the line items in question and even deducted from the total amounts found that were not used in the completion of your restoration project. One such document is nearly pages long and includes a complete and comprehensive response to the questions asked by you regarding line items throughout the estimate and offers complete answers and justifications for the amounts included in the estimate
There are also a number of documents reflecting contact made with you by our staff to explain the severity and urgency of resolving the outstanding balance in order to avoid the balance being sent to collections and ultimately a lien placed on the property if left unpaid. Furthermore, a Certificate of Satisfaction was completed and signed by you on February 11, with your estimator stating that you were satisfied with the completion of the project and agreed to payment upon receipt of your invoice from DKI. The signing of this document legally binds you to remit payment in full and states your satisfaction with project completion. In addition to this document, you also completed and signed on October 14, the Notice of Lien Rights, stating that your obligation to remit payment may be enforced by a lien placed on the property in question in order for the contractor (DKI) to be reimbursed for completion of your project
Based on the documentation, contracts, and information I have on file, complete with your signatures, there is a balance of $10,outstanding for work you authorized, requested, and signed a Certificate of Satisfaction for stating it was complete and you agreed to pay for upon receipt of a final invoice.
With regard to the work performed, we have documentation of consistently exceeding standard expectation throughout the restorative process by completing additional work you requested within the original budget and at a cost to our bottom line. The light remodel of your bathroom is one such example. You requested that we work to provide some of the upgrades to your home within the original estimate and we were happy to oblige as a way of caring for our clients and providing excellent customer service, often performing aspects of this project at near cost. Ultimately, you agreed both verbally and in writing, through your contract and COS to remit payment in full and your satisfaction in the quality and comprehensiveness of our work on this project
To touch on the statement of altering the name you placed on our contracts and documentation to your LLC., this would be unethical and illegal as it would involve the altering of a legal document already signed. The insurance carrier has been made aware of the outstanding balance and takes situations such as this very seriously. It is both illegal and unethical to profit from an insurance loss and is considered Insurance Fraud. Your insurance carrier agreed to a scope and cost of repair with Burke’s Klein’s DKI and agreed to provide the total amount of $ 20,to cover the cost of repairs on your property. As stated in the documentation within the file, there were deductions made to this number for items that were not completed or unused; however, the gross majority of the funds were reallocated by you to remodel the bathroom and toward upgrades in the areas in which we performed repairs.
We would be more than happy to remove this file from collections and pull the lien placed on the property; however, payment must be received before I will be authorized to do so. Please contact our office directly to establish a payment plan or an avenue of remitting payment in full
Thank you
BL

I would like to respond to your complaint of our company in full via phone or in person I have placed a call to your number on file and would like to address this immediately Based on our Accounts Receivable department's contact with you and your manager this week, you will be
bringing a check by to resolve the issue I apologize for any confusion on the front end of this project Unfortunately, mistakes do occur and I am happy we could resolve the confusion with the hours charged to your project In fact, the hours you stated should reflect total hours and two emergency call out fees (paid to the employees on call)
With regard to the damage caused by the screws, our intent is never to create damage to your property, however in the event our crew is unable to attach the necessary sheathing to secure your property, they are forced to do so by attaching the sheathing to the existing window frame We avoid doing this under circumstances, but at times it is unavoidable I would also like to note we were never contracted to perform any repair at your property, so our crews would not have had access to the screw holes post loss for any patching Therefore, we cannot be held responsible for this
Ultimately we desire to reach a positive resolution and feel we have been very appropriate in our notification to both you and the manager of the timelines set for payment We have even gone so far as to reduce our billing further to incentivize payment and avoid collections charges for all involved
Unfortunately, the pricing of another contractor on a separate incident is difficult to compare or use as a measure of fairness as there are a number of parameters that will affect the amount charged, including scope of work, materials used, time on scene, etc
The collections being filed under your managers name is very unfortunate His signing as a representative of your company leaves you ultimately responsible for the outstanding balance We are more than happy to remove him from collections immediately following payment of the balance owed
Due to the after hours and emergency nature of your call, the prices will not be comparable with work performed by a carpenter during business hours I assure you our prices are well within the boundaries and guidelines of our industry We are a very fair and quality driven company, desiring to provide the highest quality of care for our clients I look forward to positive resolution on your file Please contact me directly via our office
Thank you,
Bryce L

Revdex.com:I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to meI have had an opportunity to discuss the matter with Bryce and, upon further conversation with the owner, he has offered a compromise that addressed the concerns I raised in my complaint I appreciated his prompt response.Sincerely, *** ***