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:07/18/2023

  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.

  I experience a water damage at my home May of 2022. My home owners Insurance sent pro Klean Cleaning & Restoration Services Inc. To repair the damages. The contract they had with my insurance company was for $21,646.93 and I would be responsible for $2,500 (deductible). The contract states that project would be done in 4-6 weeks. For the first month after I sign the contract the project manager disappeared. He would not reply to my text messages or phone call. When I was able to get in contact with him he would give me the run around and not show up when he said he would. The project ended up taking about a year. I was ignored about my concerns and was left in a hotel for months.When I was finally able to return to the house, the floor they put in the house cut my dog's leg because it wasn't sturdy and was peeling off. That floor had to be replaced 3x. The cabinets are falling off, ceiling in the bathroom were chipped, cracks around the bathroom titles, doors and windows. Everytime they fix something, something else broke. I am currently living in the house with a floor that's starting to peel off, broken kitchen cabinets and drawers and cracks all over the kitchen. They keep sending me a bill which I refuse to pay because the house is in worst shape than it was before this project started. I suffered a lot of trauma from the project. My dog was lost because of them, they left me in a dusty unsafe environment and thinks are falling apart. I do not want them anywhere near my home or family but I will not pay for this mess they left me in. I have pictures and message evidence ready to prove my claim.

  

  Business Response

  Date: 08/17/2023

  **** ********
  
  

  First we apologize as there was no intention in ignoring the received complaint. It was sent to Joe and may have been hung up in a spam folder, we are working with our IT company on this. We did receive the letter and please accept our response at this time.

  Since the complaint was filed, we worked with Ms. ******** to rectify the outstanding issues as well as the balance that was due. There is a $0 balance on her file which was communicated to her by Joseph C******** via email on July 19th, 2023. 

  If there is any additional information needed or concerns, please let us know.

  Sincerely,

  Chip M*****

  Director of Operations

  Pro-Klean Cleaning & Restoration Services