Dayspring Restoration

With a water break under the kitchen sink, I called Dayspring Restoration on the next morning (Saturday) and a real person answered and five hours later I had a technician at the house…great start! Throughout the process the techs were good and did a credible job, when they could be at the house. Jeff, their Mitigation Lead, did not have a clue and would notify me that they would be there the next day…continually he would reassigned resources elsewhere and NEVER let me know. I had a strong call with him saying that I just had to know, but to the bitter end he did nothing to communicate. He also insisted that the basement floor tile was wet and had to be removed, so we purchased enough tile to change it all out. Subsequently they had another manager come and they found that the floor tile was OK. I had specifically asked Jeff if he was sure the day we were going tile shopping and he told me that we could sign a release but it would be seen as not doing the full mitigation — we didn’t want to do it wrong and so we bought the tile. With the tile not being wet, now the insurance had no responsibility to pay for replacement and we had all that tile. When we contacted Dayspring Restoration; we got push back from Jennifer, a Project Manager and then a demeaning e-mail from Ken Skinner, the Area Manager. All the supervisory personnel that we have come into contact with at Dayspring have been in over their heads. Mr. Skinner was not only rude, but called our insurance company liars and that we would have to contact the Montana Insurance Commission to get our coverage payment. We had our check the same day he said that, without any issue. If you have this type of work needed and you have a choice other than Dayspring Restoration —— go with the other option! Since this happened, we have had numerous people that have told us horror stories of their experiences —- STAY AWAY

My name is Dirk C*** and I am the CFO of Kleen King / Dayspring Restoration. This morning I received this complaint and immediately contacted *** *** our General Manager in Helena. *** and I discussed the situation in detail and I asked him to summarize our position which he
did below:At Kleen King/ Dayspring Restoration, our number one priority is to ensure a positive experience with our clienteleWe have researched this situation and found the following information pertaining to this job-- 1) Our work order is NOT an invoiceIt clearly states on the document that it is an estimateIn addition, the customer moved from their old home which had vents to a new home that had ventsWhen asked how many vents they had in their new home, they did not specify that information with our administrative staffWhen our crews arrived on site, they counted ventsFurthermore, the work order clearly stated the price per vent2) The homeowner did not point out any concerns regarding the pricing to our crew that performed the workInstead, they contacted our office and cursed and yelled at our staff regarding the price of the job3) The dryer vent was damaged during the cleaning processWe provided the customer with a discount for that portion of the cleaningFurthermore, our crew pointed out the damage to the customer and replace the dryer vent within hours4) Following the belligerent call with our staff, our general manager attempted to contact the customer, and upon no response, left them a message to contact himThe customer did not return the callInstead, they filed a complaintWe would like the opportunity to discuss this matter further with the customer, either in person or by telephoneWhile our goal is to provide excellent customer service, we also believe in respectful conversations with employees and customers alikeWe would be happy to attempt to resolve this matter so long as both parties are respectful to one another.I would encourage the customer to contact our general manager in Helena to meet with him and resolve this matter in person