Complaints

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• Initial Complaint

  Date:12/08/2022

  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.

  This company was hired to put in a bathroom, and structural repair in May of 2022. I paid a 25% deposit to begin work. The total cost of the work is $38000. They began the structural repair and told me they were done with that part in June. I paid the remainder of the structural repair cost.($14000)They then began working on the bathroom. We ended up having a kitchen fire in on July4th. All work ceased. ******** came in and cleaned up all the fire damage and was done on august 19th. Since then I have not been able to get them to come back in and finish. When I call, they send someone for a day. I thought structural was done, but when I checked on the permit nothing has been inspected and signed off on even though they told me that part was done. I have a company trying to put the kitchen back and they can't because KC's is holding them up. I have tried calling them multiple times and they are now not calling back. They seem to be mad that I did not have them do the fire repair. I didn't go with them because I am still trying to get the work done they started on. Please help!!!!

  

  Business Response

  Date: 12/13/2022

  Ms. ********,
  
  I am sorry to hear that you feel that we are mad that you
  chose another contractor to restore the fire damage to your home. Nothing could
  be farther from the truth. As you will see below, we have not been dragging out
  your project, only waiting on pertinent information in order for us to continue
  our work. When the fire occurred, we had to halt all activities as this brought
  about code upgrades and overlapping tasks to be performed which needed to be
  worked into the insurance claim. As you are aware via our email communication,
  we attempted to communicate with the insurance adjuster for more than 2 months
  with no communication. We ultimately submitted a bid to repair the fire damage
  and never received a response from the adjuster other than it was received. We
  continued to reach out to you on 11/7/22 for information on the claim and
  finally received a response on Thursday 11/11/22 that “you believe the adjuster
  went with the second quote and you would confirm the upcoming Monday”. I
  replied stating that I understood your decision to have the other company
  restore the fire damage and that we all needed to meet to organize both
  projects as there was overlap in the work being performed by both companies. I
  did not receive a response that addressed a meeting. Phillip ******, our
  project consultant, reached out on 11/15 stating the same about meeting to
  discuss the overlap in work. Your response to that on 11/18/22 was that we
  could coordinate a meeting yet you asked that we let them finish their work and
  we come in to finish ours afterwards. That request from you has since changed
  as is outlined below. You then responded on 11/21/22 that the other company was
  starting work the following Monday 11/28/22 and they said we were welcome to
  work alongside of them. I responded on 11/22/22 again asking for a meeting to
  which I received no response. As you were well aware, we all needed to meet to
  organize the overlapping areas so without clarification, we were at a
  standstill. We then attempted to reach out to your other contractor and have
  been unsuccessful getting communication back from him as well. There was no
  confirmation of scheduling a meeting. We have responded to all communication
  and Phone calls throughout this project just as we do with all of our clients. We
  had resumed work on your project with what we could perform, without a meeting
  with your other contractor, prior to you filing the complaint yet we are still
  at a standstill with the majority of what is left with our project. Below is a
  timeline of documented communication in regards to the insurance claim and
  shows that KC’s was in limbo without the requested relevant information. We
  fully intend to complete your project to everyone’s satisfaction yet we need
  cooperation from all parties. I request that you withdraw your complaint and
  assist us in bringing your project to closure.
  
  9-8-22 – I reached out to Mrs. ******** for adjusters’ info,
  she responded the same day with the info. I reached out to the adjuster by
  phone and email. He never responded back to me in any way. We were writing a
  scope of work and wanted to verify coverage on certain items since a fire in
  the middle of a remodel is confusing on coverage. Ms. ******** stated that she
  would rather have KC’s do the fire restoration as we were already working there
  
  9-16 ****** **** hired an independent adjuster to meet as at
  her house. It was a noon appointment and he never showed up after multiple
  attempts to contact him. Found out later he showed up around 2pm. He was
  supposed to write an estimate since he knew what the coverages would be. He
  never did supply KC’s with any coverage information for us to complete our quote.
  
  10-24 Sent Ms. ******** our scope of work with my best guess
  on what the coverage would be. She responded and had me send it to Steve the
  adjuster as well. All of this happened on the 24th.  I forwarded the estimate to Steve asking if
  that was OK
  
  10-25 I responded to Ms. ******** and let her know that I
  sent it to Steve the adjuster
  
  10-28 Steve responded that he received our quote
  
  10-30 Ms. ******** replied back stating that Steve asked her
  to get additional quotes and she “was working on it”
  
  11-07 Reached out to Mrs. ******** for an update on the
  status of the claim
  
  11-11 Response received from Ms. ******** that “she believes
  the adjuster went with the second quote and would confirm the upcoming Monday”
  
  11-15 I emailed Ms. ******** asking if she new the status of
  our estimate as I was not getting communication from the Adjuster
  
  11-18 Ms. ******** responded “I have talked with
  Eddlemon and I am going to go with the other company. It is moving quicker and
  we are ready to get back home. We can coordinate a meet-up but I say let them fix everything they can
  then you come in behind and finish the bathroom”
  11-21 Ms. ******** replied
  again saying the other company was starting work on Monday and they said we can
  work the same time as them
  11-22 KC’s responded - “We definitely need to meet prior to
  the other company starting work as there is overlap between the projects so we
  need to determine who is doing what. Also, I checked yesterday and did not see
  a repair permit issued to the other company. I am not sure that the county will
  allow multiple building and trade permits at the same address yet they will
  need their own permits. Please give me a call today so we can discuss and
  arrange a time to meet.”
  
  11-28 I spoke with Ms. ******** and she stated the other company
  doing the work is called *** **** ***********. They have not started work yet,
  she said they are waiting to get a payment before beginning and are aware that
  they will need a permit. She is supposed to be sending me the contact info from
  the other company so we can arrange a time to meet over there.
  
  11-29 I called *** **** ***********, they confirmed they
  haven’t started yet, and he was supposed to call me back with a time to meet
  over there to discuss logistics before work starts.
  
  12-5 Mrs. ******** called and said that the guys were there
  and starting the repairs and asked me if our electrical material on site was
  for the other company to use and wanted to know when we were going to start. I
  let her know that the electrical materials were ours to use, and that I was
  surprised that they were starting since we all agreed that we were meeting
  before anything was going to happen. I reiterated that we all needed to meet and
  we were still attempting to coordinate with the other company on what their
  schedule and scope of work was. Advised that this was frustrating and we were
  trying to work together but no one is keeping us in the loop and then being
  expected to conform to the other contractor’s schedule, although we have no
  idea what that is. Informed Mrs. ******** that this is exactly why we have been
  trying to meet with the other contractor before work begins.
  
  12-7 Ms. ******** called at the close of business and I was
  in a meeting with a client. I responded stating that I would return her call.
  As my meeting did not end until after 6:30pm, I put her on my list of
  follow-ups for the next business day.
  
  12-8 We called Ms. ******** at approximately 11am and got
  sent to Voicemail. I received a text that she would call me back. I did not
  hear from her so I called again at approximately 4pm and was able to speak with
  her. She did not mention that she had went online at 2:14pm and filed a
  complaint with the BBB. The conversation was essentially about organizing the
  meeting and getting a schedule for KC’s to resume work. We assured Ms. ********
  that we would continue to reach out to her other contractor.
  
  12-13 Ms. ******** sent a text asking about schedule. We
  again informed her that the other contractor was not responding to us and she
  stated she would reach out to them. She stated that she had hoped that it had
  already taken place yet we have communicated consistently that we are not
  getting communication from them. We informed her that we would not be resuming
  work until we had clarification and some organization on the overlapping tasks
  involved.

  Customer Answer

  Date: 12/20/2022

   I am rejecting this response because:
  
  
  
  
  6-5 This project began.
  7/5 Fire happened

  
  ******** came in to the fire damage clean out. Finished in August

  
  August 3- send you a message telling you that insurance was
  ready for a quote to put the house back together. I was going to go with
  ******** but you guys said you could handle it. You said you would get Phil on
  it and to send the adjusters information. Texted that info to you the same day.

  
  September 20th adjuster came to the home. Still
  no quote from your company. Insurance was asking me what was taking so long.
  The adjuster did not want to meet because no quote sent in.

  
  August 10th- I get a message from the adjuster
  wanted to know if you guys were working and have given a timeline for completion
  but you guys had not even started yet.

  
  October 28th- you finally sent a proposal to the
  insurance company. They were confused because they thought you were already
  working. Told me to get another company on this job. I told you they said for
  me to get another quote, but he was really talking about how long it was
  taking. I advised we were going with the other company because they only took
  one week to send him the quote.

  
  As you can see you have had plenty of time to complete work.
  During this whole time, you did not work on the bathroom remodel as well which
  you have explained why but it is no excuse. I would like for things to move
  forward as this has been going on long enough. I have been hearing from you
  since submitting this complaint, but there has still not been any work. You just seem to be dragging your feet on everything, and it is time to be finished. 

  
  You have told me some things will be getting inspected and
  that I need to pay more now because of some unforeseen issues. Again, I would
  like to get things completed in a timely manner. I paid for the foundation work
  that you said was complete but when they tried to put in the kitchen, we found
  out your work was not complete. You have since completed that, but you told me
  that was complete at the end of June when I paid the remainder for that work.

  
  

  

  Business Response

  Date: 01/05/2023

  We have been in constant communication with our client throughout this project and she has been kept abreast of every step as is documented in emails and text messages. Ms. ******** recently sent us an email in December requesting that we wait to complete our work until the other contractor had completed theirs. to which we agreed. A few weeks later Ms. ******** was asking when we were coming back and why no work was being done. We explained to her that we were abiding by her email request yet we would reach out to our trade contractors and see when we could get back on their schedule as they have moved to other projects while waiting on word from KC's to resume work. We have communicated with Ms. ******** that our trade contractors are having to work us back in their schedule and we will communicate this to her as soon as we have firmed up the schedule. Since this time, our plumber has resumed work and is preparing to get his inspection this week. Until that happens, we cannot move forward with other parts of the project. We are working towards completing her project just as we have from the beginning. Being asked to hold off on resuming work then expecting things to just be done upon request is unfortunately not how this industry works, especially with the entire industry struggling with staffing shortages. As has been our goal since the inception of this project, KC's fully intends to complete this project to satisfaction and is working diligently to bring this project to closure.

  Customer Answer

  Date: 01/05/2023

   I am rejecting this response because:
  
  

  We have been in constant communication with our client throughout this project and she has been kept abreast of every step as is documented in emails and text messages.

  You have been in contact, however nothing has been completed. Even since this complaint was filed. You are asking me to sign a new change order and pay more money when previous work has not been completed. 

  Ms. ******** recently sent us an email in December requesting that we wait to complete our work until the other contractor had completed theirs. to which we agreed.

  This is not true. I sent the email on 11/18 asking you to wait until they finish because I did not know how overlapping would work. However, after talking with the other company they were fine with the overlap. Then on 11/21 I sent the email that the other company said that you guys could in fact work at the same time as them. See attachments.

   I would like to have a refund so that I can find a company to come and finish the project. Insurance is not paying for another month on the rental and the bathroom will not be complete. Again this has been a work in progress since June of last year!