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 4 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, 2016 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, 2015 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 $10,150.43 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 $ 20,772.91 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 response. If 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 [redacted] and have determined that this does not resolve my complaint. For 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 directly. The Burkes Klein lead, [redacted] 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 10-12 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 [redacted].  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 normal 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 goes. Thank you for your time.  [redacted]
Regards,
[redacted]

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 3 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.  [redacted]Burke's Klein's DKI

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

Review: The company stated they would repair our home back to the state it was in prior to the leak in our home. They did not do that, in fact, there is currently significantly more damage done to our home by their contractors, unfinished portions to our home, broken blinds never repaired or replaced, and the sanding of our wood floors was done so unevenly that our baseboards to do sit straight along the floor line as they were prior to DKI sanding them. They also have sent us a bill for a non described and not agreed to service, deducting some of the unfinished work and damaged areas to our home as though we owe them money and they therefore do not need to provide the services they agreed to provide.Desired Settlement: We would like the money necessary to replace our blinds, repair our damaged shelving, have our floors re-done and our damaged baseboards replaced. I am willing to get 3 or more estimates from licensed contractors for all of these services and be reimbursed for the median estimate.

Business

Response:

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 had a mold issue in my crawlspace from our builder failing to install a vapor barrier. The home is new and I actually referred our builder to Burke's Klein's DKI as I had heard of what a great job they did for other people I know. They reacted quickly, coming out to assess the damage and getting a crew scheduled to come out and take care of it right away! I was so pleased with the service and the positive crew they sent. They were so courteous of my home and my schedule. They took care of the problem right away and let me know when they were finished. I really appreciate the way I was treated and the builder was so happy with their response, they have decided to use them in the future! That tells you what a great job these guys do! Thank you Burke's Klein's DKI from my family to yours!!