Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:14/05/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Novatech/DKI was contracted by my insurance company to replace siding on my house after hail damage occurred. I paid Novatech/DKI $1,500 which represents the deductible on my insurance policy. After the main job they sent their contractor to clean up the site. I asked Novatech/DKI for $1,000 of my deductible back as there were 5 issues I had to deal with myself. These include cleaning a roof area where there were excess plastic/nails/screws that were not cleaned up, collecting a signficant amount of nails/screws/plastic from the ground, cleaning a signficant amount of cigarette butts left by the contractor, repair/replacement of 2 downspouts that are connected to an underground water distribution system, loose cables hanging from satellite dish.I presented the project manager with documentation and photos of the above and they would compensate me for the repairs and cleanup which I had to undertake. This complaint is to make consumers aware of Novatech/DKI's shortfalls when completing a siding replacement project.

  

  Business Response

  Date: 03/06/2024

  May 13. 2024
  To whom it may concern.
  
  Our response to the complaint:
  Thank you for your recent communication and noted concerns. We appreciate you bringing this to our attention, as it allows us to continually improve our services for all our clients.
  I have shared this customers feedback with the subcontractor that we attained to perform the Roof work at ************************************** 
  Records indicate that a general cleanup was performed progressively by our subcontractor as the work was carried out, with additional visits scheduled for further yard cleanup as the snow melted.
  Regarding our communication attempts with the homeowner ********************, we left a voicemail on February 9, 2024, to confirm the completion of the repairs and to check if anything required further attention. Having not received a response, we followed up with another voicemail on February 13, 2024. After the final elevation of the siding was completed. We attempted to contact the homeowner ******************** on April 11, 2024, leaving a voicemail regarding the repair work and the completion certificate. 
  ********************' ********* adjuster reached out to us concerning the issues raised by ********************. Following this, we made additional attempts to contact ******************** to address these concerns, but unfortunately, we still received no response. The following is our response to Mr. ********* ********* adjuster.
  Please be advised that we are experiencing warmer temperatures than usual for this time of year. As the snow melts, it's common for further debris to be noticed in the yard. The teams do their best to capture this and limit the debris.
  
  For your information, we performed the clean up when the work was completed. We performed a second clean up while onsite documenting the most recent siding damage and will complete further yard sweep of debris upon completion of the additional siding elevation
  Still like to point out, the insured refuses to contact me (our Project Manager). This makes discussing the claim process and managing his concerns with the work difficult.
  
  
  
  It is important to note that when we finally received a response from ******************** on May 1.2024.  He states the following: 
  My primary communication was with my TD Insurance representative. I did not provide a completion notice back in February as a portion of the job had been omitted, or 'not quoted'. In regards to the request to complete the certificate of completion on April 2, I explained in my April 14 response that I was away from home, hence the delay
  
  By that time, ******************** took the matter into his own hands and not responding to us, it did not give us the opportunity to address the concerns.
  
  Summarize:
  After reviewing the photos and videos finally sent to us by ********************, our thoughts are as follows: we hire very professional subcontractors who take pride in their work. We have not yet received a complaint about the particular subcontractor who attended the site at *********************************** from other homeowners and whom we have hired for many ********* assignments we received in the past. We make sure our subcontractors are aware of our mission, vision, values, and customer service policies.
  As mentioned before, this job was done in the winter months, and some debris required additional attention once the snow started to melt. The photos did not show a significant amount of plastic debris. The nails that appeared scattered on the roof would not have remained in place for months without being blown off the roof. The bucket of nails does not indicate that it came from the roofer as well as the small cup of cigarette butts. If we would have received a response from ********************, this would have been investigated and dealt with immediately.
  
  Regards,
  
  ************************
  DKI Novatech Director of Operations

  Customer Answer

  Date: 12/06/2024

   
  Complaint: 21708907
  
  I am rejecting this response because:

  - I was not inclined to respond to voicemails and would turn to email to have an audit trail since I was not happy with the service.  I mentioned this in an email to *****.  Also, I communicated primarily through the TD insurance adjuster as he was responsible for paying NovatechDKI and I wanted to ensure my concerns were addressed prior to payment.
  - I received a call from DKI after the initial and largest portion of the work was complete. I cannot recall the date, but I did state my disspointment with the lack of cleanup and repairs, and the contractor did come out and do a cursory cleanup and removed half a bag of sand left on site..  They did not go on the roof to collect all the nails, screws and plastic.  A while later I completed my own cleanup of nails, screws, plastic/vinyl and cigarette butts.   I completed the repairs just last week.
  - April 2, DKI email wih TD Insurance prime and ******************* were copied, asking for my signoff on the project.
  - April 14 I responded to ***** and distribution  (I was away from home for a period) asking for return of some of deductible given the list of 5 concerns I presented with photos and video.
  - April 26 I forwarded my April 14 email indicating that I had not heard from *****.  
  - April 29, ***** responded indicating he had left voicemails on Feb 9 and 13. This was before the final portion of job was complete.  He indicated he called again April 11. ***** indicated that if I had responded to his calls, he could have addressed my concerns. Per the above comments, I wanted things documented via email, and I responded with my concerns via email on April 14 (days after his voicemail) and again on Aprl 26.He indicated that '... we will not be providing a credit of your deductible.'
  - May 1, I responded to ***** and the insurance adjuster that given the lack of cleanup and other damage I should be compensated in some form for undertaking the work myself. 
  - I had not heard from ***** after this, which is when I pursued the matter with the BBB.
  
  In summary, Novateck DKI is correct I did not respond to a couple of voicemails in February, before the job was complete, although I did speak to someone from their office which resulted in an incomplete cleanup and repair.  I did communicate with the insurance adjuster throughout the process, who was in contact with NovatechDKI. My documented concerns with photos and video directed to ***** on April14, where never really addressed. There was never an offer to come out and correct the damage, which I repaired last week.  There was never an offer to come on site after the documented concerns were presented to say 'what can we do to make things right'. 
  
  
  I find NovatechDKI's reponse provided to my on June 3 by BBB unsatisfactory.  My desire is to know that the quality and customer concerns presented to ************************* are actioned.   My desire is to either be compensated for my clean up and repair efforts via a deductible credit as requested, or to ensure others are aware via BBB website that with NovatechDKI they may have to undertake their own cleanup and repairs and not be compensated for such. 
  
  Sincerely,
  
  *************************

  

  Business Response

  Date: 29/07/2024

  DKI Novatech letter of response....

  I am writing to confirm the agreement reached between ******************** residing at 8 *************** and Novatech. This resolution is based on a mutual understanding and a no-fault agreement.
  As part of this agreement, both parties have acknowledged and accepted the terms outlined, ensuring a fair and amicable resolution to the matter at hand. No further action will be taken place against Novatech or any individual employees.

  We mutual believe this agreement serves the best interests of both parties .

  Thank you for your attention to this matter