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  Oklahoma Disaster Restoration

  6565 E 42nd St Tulsa, OK 74145-4611

  
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  Oklahoma Disaster Restoration

  PO Box 471346 Tulsa, OK 74147-1346

  

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:12/11/2024

  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.

  11/25/23 We had a house fire and lost almost everything. As of 12/11/24 they still are not finished with the house. We trusted the wrong company. I am hoping this will be a warning to others not to make the same mistake we have made. This is only a 1300 sq ft house. Every room had to have multiple reworks. We sat with *** representatives regarding the rebuild. I was adamant on 2 things using the **** company that we had been using for over 10 years and that we didnt fall thru the cracks (excessive time) on the rebuild. They agreed to this. I was concerned about the 9k price difference between what the insurance agreed to pay vs the rebuild price. I was told not to be worried about it by ODR, they would be able to cut costs to cover this.Their word was meaningless to us as they didnt use my HVAC person they tried to lowball him and he turned down the job. **** practice of lowballing contractors is strongly shown in the work completed through out the entire house. They even lied to my husband about both bathroom vanities not being replaced because I had said so. It was the exact opposite there are pivots in the vanities due to the screws coming thru in both bathrooms. Whatever caulking was done has already darkened and shriveled up. For the most part they didnt caulk anything - shower unit, tub unit or toilets. Rather large gaps in both bathrooms with shower / tub units like they arent level.We have a ******* kitchen cabinets not even to the wall, end pieces to cabinets crooked, dishwasher not installed correctly, microwave installed incorrectly (can only open a few inches before hitting the cabinet side). Countertop pieces crooked or missing. This is still being corrected after several months. Furniture move, wheel ****** and insulated door were stolen. Medicine cabinets that were to be in the bathrooms just disappeared. So much more - but not enough space to enter it.

  Business Response

  Date: 12/26/2024

  December 26, 2024
  Formal Response to BBB Complaint from ***** ** and ***** ******
  
  To Whom It May Concern:
  
  While we regret that they felt the need to involve the BBB while we were still actively addressing their concerns, we appreciate the opportunity to address the concerns raised by ***** ** and ***** ****** regarding their experience with Oklahoma Disaster Restoration (ODR). We take all feedback seriously and strive to provide clarity and resolution. Below is a detailed response to the claims outlined in their complaint:
  
  
  Timeline of Events and Services Provided:
  
  Initial Engagement:
  12/4/2023: This was the first time ODR was on-site for the ****** project. At this point, no contract had been signed by the homeowners.
  12/12/2023: ODR spoke with **************** to outline the requirements for initiating reconstruction. It was explained that the extensive amount of burnt contents that remained in the home and garage had to be removed before any work could begin. The severity of the fire rendered these contents unsalvageable.
  The Meritts had opted for a full payout from State Farm for their contents claim, totaling $95,000. Since this decision precluded charging State Farm for content removal, ODR provided a quote of $8,785 to remove the totaled contents from the home. It was explained that these costs were separate from reconstruction costs and would be payable from the advance received from State Farm.
  ODR extended a $500 goodwill voucher to assist with content removal costs, and Mrs. ****** agreed to the total amount in writing. A work authorization for mitigation and contents removal was signed on 12/13/2023, and a dumpster was placed on the property. Removal work, requiring multiple crews in PPE (personal protective equipment) and several dumpsters, was completed on 1/4/2024.
  Reconstruction Planning:
  During the contents removal phase, ODRs estimator collaborated with the State Farm adjuster to develop an agreed-upon reconstruction scope of work. This process is inherently time-consuming due to the need for precise alignment between all parties.
  Payment delays by the Meritts contributed to a prolonged period before work could begin. Reconstruction planning could not advance until financial commitments were addressed.
  Contract and Scope Approval:
  On 1/3/2024, the ******* signed a work authorization and the agreed-upon reconstruction scope totaling $187,365.35. This scope adhered to the policy limits and detailed all work items. The Meritts were informed that fire rebuilds of this magnitude typically require 612 months to complete after work begins.
  At this time, the Meritts were responsible for:
  $8,285.36 for contents removal (to be paid from their contents payout).
  $1,045 deductible (required by law to be paid out-of-pocket).
  Reconstruction Timeline:
  Work began April 23, 2024 after payment was received April 3rd and the permit was approved. The timeline for reconstruction could not commence until this point. It is important to note that the clock for the 1-year reconstruction period started when work began in ******* on April 23, 2024.
  December 2024 Progress:
  Throughout December, ODR has been working on punch lists provided by the *******. These lists were confusing and kept changing, as the couple did not agree on their priorities. The couple has opposite work hours and this further complicated communication. Mr. ****** would approve an item, then after it was installed, Mrs. ****** would want it changed. A final punch list was requested, and one was sent on 12/17/2024. However, it contains several items not covered within their scope or already addressed noted in bold, including:
  Yard cleaned (not in scope).
  All locks changed (all new doors have new locks).
  Walls evened out (pre-existing framing makes perfectly level walls challenging, but we are doing the best we can).
  Kitchen stove fixed - preheat doesnt work (this seems odd but will be checked).
  Installation of a peep hole for the front door (not in the door they chose).
  Screen door for patio door that is now missing (ordered once with a $250 storm door that was within State Farms material allowance per their scope; they wanted one that was $500, which exceeded the State Farm material allowance. *** has ordered the customer preferred door has been ordered).
  Drawer and cabinet pulls/knobs installed in the kitchen.
  Doors finished on the bottom.
  Both bathrooms tub/showers made level.
  Storm door for the front.
  Trim leveled out.
  Paint job redone where cracking/peeling.
  Kitchen soffit redone so it is level.
  Master bedroom closet door replaced where contractors damaged.
  Damaged walls repaired where contractors damaged.
  Installation of countertop ends in the kitchen next to the stove.
  Replacement of front bedroom window screen.
  Leveling of towel rods.
  
  
  
  Addressing Specific Complaints:
  
  Use of Preferred HVAC Vendor:
  ODR made every effort to engage the Meritts preferred HVAC vendor. Unfortunately, the vendor declined the job after negotiations, citing pricing concerns over the allowed amount provided by **********. *** then utilized a licensed and qualified HVAC contractor to complete the work per industry standards.
  Alleged Substandard Workmanship:
  ODR still had this project as work in progress at the time this complaint was filed. *** at no time said the work was complete or that the Meritts needed to accept substandard work. ODR acknowledges that certain aspects of the project required rework, which is not uncommon in extensive fire restoration projects. Issues raised, such as cabinetry alignment, caulking, and vanities, are being actively addressed under warranty and at no additional cost to the Meritts.
  The vanities, which were damaged during installation, were replaced. After additional damage, they were replaced again to meet quality expectations. Medicine cabinets, which were never on-site, have been ordered and will be installed as part of the ongoing work.
  The ******* kitchen reference appears to describe incomplete or ongoing work, which remains part of **** commitment to quality assurance. Any deficiencies identified by the Meritts are being corrected in accordance with the signed scope of work.
  Stolen Items Allegation:
  Claims regarding stolen items, including a wheelbarrow and an insulated door, are not substantiated. The door in question was a used door that was fire-damaged and has been replaced with a new one. ODR follows strict protocols to secure the job site and document all work performed. As for the wheelbarrow, no evidence has been found in photos or documentation to indicate its presence on the job site. The Meritts are welcome to report this item as stolen if they choose.
  Timeline Concerns:
  Fire restoration timelines can vary significantly based on the extent of damage and complexity of the rebuild. While the Meritts frustration is understandable, the timeline for their project has been consistent with the industry standard for similar losses. ****** have also resulted from factors outside ODRs control, such as negotiations with the insurance company, payment delays, and unforeseen challenges during reconstruction.
  The project manager of this job communicated to State Farm that he was substantially complete, unfortunately this prompted State Farm to end the *** (Additional Living Expense) payments. This caused the Meritts to have to move back in prematurely before final completion. It was not **** intent to have them move back at that time, we were simply providing an update.
  Financial Disputes:
  To date, the $8,285.36 contents removal fee, agreed upon in writing by Mrs. ******* remains unpaid. This unresolved balance contributes to financial discrepancies noted in their complaint. *** has made multiple attempts to resolve this matter amicably.
  
  
  Accounting Summary:
  
  Contract Costs:
  Contents Removal: ($8,785.36 - $500 voucher) $8,285.36
  Contract Cost of Reconstruction per signed scope: $187,365.35
  Termite Repair (per signed change order): $1,020
  TOTAL CHARGES: $196,670.71
  Payments Received:
  First check 04/03/2024: $138,127.63
  Termite Payment 05/31/2024: $1,020
  Second check from mortgage company 10/10/2024: $25,806.47
  TOTAL PAYMENTS: $164,954.10
  Total Balance Owed: $31,716.61
  
  
  
  Summary:
  
  ODR recognizes the emotional and logistical challenges faced by the Meritts following their fire loss. Our team has worked diligently to provide transparent communication, adhere to the agreed-upon scope of work, and ensure the restoration meets industry standards. While we regret the Merittsdissatisfaction, we are committed to addressing outstanding issues and bringing the project to a satisfactory resolution.
  
  ODR estimator is currently working with State Farm adjuster to reconcile scope difference.  ODR Construction Manager *** Card is currently working on punchlist items with the Meritts. ODR is still owed $31,716.61 on the project upon completion.  We remain available to provide additional information or clarification as needed.
  
  Sincerely,
  
  ****** *******
  Customer Care Coordinator
  **********************
  

  Customer Answer

  Date: 01/03/2025

  I am rejecting this response because:   

  While we regret that they felt the need to involve the BBB while we were still actively addressing their concerns, we appreciate the opportunity to address the concerns raised by ***** ** and ***** ****** regarding their experience with Oklahoma Disaster Restoration (ODR). We take all feedback seriously and strive to provide clarity and resolution. Below is a detailed response to the claims outlined in their complaint.  I received a text message from ****** asking me to communicate all challenges with the current Project Manager and no longer with her.  I apologized for bothering her and looked at what other options we have.  The Better Business Bureau was the first step in going forward.  It has been a blessing since contacting the BBB, some things have been resolved that ODR was not willing to do before.
  
  Initial Engagement:
  12/4/2023: This was the first time ODR was on-site for the ****** project. At this point, no contract had been signed by the homeowners.
  12/12/2023: ODR spoke with Mrs. ****** to outline the requirements for initiating reconstruction. It was explained that the extensive amount of burnt contents that remained in the home and garage had to be removed before any work could begin. The severity of the fire rendered these contents unsalvageable.
  The Meritts had opted for a full payout from State Farm for their contents claim, totaling $95,000. Since this decision precluded charging State Farm for content removal, ODR provided a quote of $8,785 to remove the totaled contents from the home. It was explained that these costs were separate from reconstruction costs and would be payable from the advance received from State Farm.
  ODR extended a $500 goodwill voucher to assist with content removal costs, and Mrs. ****** agreed to the total amount in writing.  The goodwill voucher was because we were dropped thru the cracks, and the cleanup took an additional week.  Response was it wont cost anything additional, but it did it cost additional 1 week in living expenses.  Also per the text I received from ****** It would be $8500,then the $500 voucher would be applied.  At the time of the estimate inspection for clean up we were told we would get a quote/bid on the clean up costs. We were never told the cost and didn't find out until the insurance company forwarded the quote that was sent to them.  We were told that we would an estimate on the clean up, but that didnt happen.  Did not receive any estimate until our insurance mentioned they had received it and had them forward to us at a much later date.
  During the contents removal phase, ODRs estimator collaborated with the State Farm adjuster to develop an agreed-upon reconstruction scope of work. This process is inherently time-consuming due to the need for precise alignment between all parties.  ODR had has go back to the insurance company several times telling us that we werent getting replacement value on multiple things.  The insurance adjuster ******* came and dusk to take pictures of the house that no power at all.  We had to loan him a lantern so he could see inside.  ******* based his projections on what the pictures shown which was extremely poor due to no light.  ******* should have taken the pictures during the day, and he insisted it was up to ***** and I to take additional photos if we didnt agree with his findings.  The worst one was the flooring.  ******* insisted there was no flooring when there was, it was just covered in soot and couldnt be seen in the dark.  ODR recommended that we push for a different adjuster.  We did but ******* remained our adjuster. Ironically when I talked to ******* in November he said he knew the owners of ODR, and was surprised how poorly we were being treated.
  Payment delays by the Meritts contributed to a prolonged period before work could begin. Reconstruction planning could not advance until financial commitments were addressed.  Our mortgage company does not work with Electronic Transfer.  ********** will send us a check we have to sign it over to the Mortgage Company.  The **************** will wait for the check to clear, and then mail us a check.  The first check was sent to the wrong address.  We had to wait 10 days for the check not to show up before the **************** would send out the 2nd check.  The whole time we kept ODR in the loop, letting them know what the status was.
  Contract and Scope Approval:
  On 1/3/2024, the ******* signed a work authorization and the agreed-upon reconstruction scope totaling $187,365.35. This scope adhered to the policy limits and detailed all work items. The Meritts were informed that fire rebuilds of this magnitude typically require 612 months to complete after work begins.
  The time frame that was discussed was 6 months at the most, never a year.  I asked ***** and he heard the 6 months also. From the discussion we had we were told that they should be able to work with what State Farm was going to pay, unless we wanted upgrades.  This is so ironic as I feel this house was pieced together from other projects they had.  
  Reconstruction Timeline:
  Work began April 23, 2024 after payment was received April 3rd and the permit was approved. The timeline for reconstruction could not commence until this point. It is important to note that the clock for the 1-year reconstruction period started when work began in ******* on April 23,2024.
  December 2024 Progress:
  Throughout December, ODR has been working on punch lists provided by the *******. These lists were confusing and kept changing, as the couple did not agree on their priorities.   This is not true.  The only changes we requested were enlarging a pantry and instead of a jetted tub just a shower.  This was all done before any drywall was installed.  ***** *** have seemed to fluctuate but that is due to the stress dealing with ODR and the really poor job they were doing.  Not once did they ever disclose they didnt have the manpower to work on the house. The house would go weeks with no one working on it.  Per the previous Project Manager either they werent able to find people to do the work, or they were calling in sick.  This led me to have constant panic attacks feeling like heart attacks.  ***** just wanted ODR out while I wanted them to complete the tasks they said they could do.  But as time went on it was clear that they didnt have any pride in their work, and now we just want them to be out.
  From me to ****** Sept 30 via text message:
  Hello....I am sorry to bother you, but I think ***** and I fell threw the cracks again.  I didn't get the ************ I wanted.  I was told the were 8k more then the company you use.  *** backed out after asked to lower his price.  Before the drywall was installed....we met with **** about 4 or 5 weeks ago.....I asked if they could extend the kitchen pantry out and leave out the cabinet.  **** said that would be ok.  2 weeks later, ***** and I went in the house.  This wasn't done.  ***** said it would get fixed.  This past weekend it still wasn't done and now there are shelves.  In the past 4 or 5 weeks.....not much has been done except the drywall and the trim.  The trim/shelves are very disappointing....they look like they were just thrown up there.  There is a door where there was never a door before...and we wouldn't use it.  That is between the kitchen and where the washer and dryer go.  There is still so much to be done.  I realize some of this is my fault as I was focused on taking care of my mom.  Both the mortgage company and insurance company are asking about delays.  I am really concerned about running out of the money available to pay for our housing....as our storage fees will also come out of that.  Any help will be greatly appreciated.   Take care!!
  Reginas response:
  I'm sorry that is going on. When I asked a couple weeks ago **** said it was almost done. 
  The couple has opposite work hours and this further complicated communication. Mr. ****** would approve an item, then after it was installed, Mrs. ****** would want it changed.  I feel that ODR used it to their advantage that ***** and I work opposite shifts during the week.  With ODR, decisions have to be made on the fly no time to think about the options at least that is how they dealt with us.  We werent asking for constant changes we were asking them to do the tasks correctly.  If ODR would have reviewed the work as it was being completed it would have saved a lot of time.  Instead it was up to ***** and I to be the Project Manager pointing out the work that was not completed when it was being told it was completed.   A final punch list was requested, and one was sent on 12/17/2024. However, it contains several items not covered within their scope or already addressed noted in bold, including:
  Yard cleaned (not in scope).  They left the broken windows / glass and other building materials that should have been cleaned up after they completed the build, or so I thought.  They have only had a cleaning crew here once and the living room ceiling fan light was broken because it wasnt secured.  Since then all rework has been cleaned up by us.  All refuse from all the rework has been put in our garbage cans including all the broken sinks and counters.
  All locks changed (all new doors have new locks).  We have lived here 25 years never had a problem with theft.  Since ODR has been on site we have had several things stolen outside and from the garage when locked.  We found out that ODR does not have a representative on site when 3rd party contractors are here. So basically the house keys were available to anyone.  This has been so scary I hear things at night, and wonder if someone is coming back in to take something.  This is one of the many things that ***** and I will have to pay for separately just to feel safe.  Even after requesting an ODR person be on site when work is done that is not happening all the time when the rework is being done.  Several of the items stolen have been in the garage once it was able to be secure.
  Walls evened out (pre-existing framing makes perfectly level walls challenging, but we are doing the best we can).  Walls are crooked, drywall buckling out. 
  Kitchen stove fixed - preheat doesnt work (this seems odd but will be checked).  Insurance provided $1200 for a new stove, ODR spent $500 saying it cost another $500 to install. I had preheat for the stove before the fire.  The dishwasher installed it is already falling apart, as the bottom shelf  rollers are coming off when it is pulled out.  It doesnt dry the top shelf that has to air dry. These are just examples of ODR lowballing, providing poor quality materials.  ***** and I are not asking for a better house then we had before just similar.  At this time we are basically starting over again.  Being that both ***** and I are seniors we dont have the 25 years to build it back to where it was before the fire. 
  Installation of a peep hole for the front door (not in the door they chose).  When the previous Project Manager asked us about the door we asked for one with a peep hole.  When they installed the door no peep hole.  Project Manager said he would put one in. At this time both the Project Manager and his boss are no longer with ODR.  ***** basically did the job of Project Manager because ODR wasnt on site and the third party contractors were coming to him for direction. Because of this ***** was late to work.  ***** works in a call center so being late is not tolerated and points are given that can lead to termination. The door we chose was not the correct size and also swung the wrong way. We okayed the door they presented due to the fact needed to get a door on the house to secure the house with more than plywood with a chair holding it up.
  Screen door for patio door that is now missing (ordered once with a $250 storm door that was within State Farms material allowance per their scope; they wanted one that was $500, which exceeded the State Farm material allowance.   The back screen door was one of the items that was stolen, along with an exterior door that the Project Manager with ODR said we could have.  As we have found out just because ODR says something doesnt make it so.   The screen door for the front was left over trim glued together screen attached.  Not even close to the glass/screen door we had before.
  ODR has ordered the customer preferred door has been ordered).  Thank you BBB !  This didnt happen until we reported ODR to the BBB.
  Drawer and cabinet pulls/knobs installed in the kitchen.  This is just an example of the intimidation/bullying ODR did.  We were informed of the termite damage and that insurance wouldnt cover that.  We could pay the cost out of pocket or they would roll it into the build and the cost would increase.  We paid that. Then we were told that the flooring would cost $4k, but if they rolled it into the build they would charge us even more.  Insurance did cover for some of the flooring but that wasnt reflected in the 4k we were being asked to cover out of pocket.  Was told by the previous Project Manager that the Drawer and Cabinet pulls were not covered and we either had to do it ourselves or be charged even more if ODR did it.  Why would you install cabinets and no pulls Kitchen or Bathrooms?  Another shout out to BBB once BBB became involved, ODR was willing to put the hardware on.  Side note one of the drawer pulls is already falling off after being installed a few days.
  Doors finished on the bottom.  Another example of no pride in work.  We have a mixture of interior doors. The doors to the three bedrooms along with a hall closet door that were installed were only 79 1/2 inches tall, the doors on the other closets and the bathrooms are all the standard 80 inches tall.  We brought the large gaps on the bottom of some of the doors to ODR attention I was told it was because they were adjusting for carpeting.  This house hasnt had carpeting in over 10 years.
  Both bathrooms tub/showers made level.  The tub in the 2nd bathroom and the shower in the master are level.  But the wraps are crooked, and nothing was caulked. After doing some investigation a once plumb wall is no longer plumb.
  Storm door for the front.  Thank you BBB we now have a storm door !!
  Trim leveled out.  Poor job of install it is so obvious of being unlevel. 
  Paint job redone where cracking/peeling.  Both bathrooms have cracking and peeling paint.
  Kitchen soffit redone so it is level.  ODR has known for months that the soffit was not level, this was pointed out when they first put drywall on them yet not corrected or fixed.  Like so many things in this house they are really good at concealing it with mud, caulking and shims.  I dont feel safe in this house if they can cover up things like this what else is covered up within the walls that we cannot see?
  Master bedroom closet door replaced where contractors damaged.  If they had any pride this door would have been replaced when we showed it to both the previous Project Manager and the current one.  Again ODR just painted over it, and it is something we will have to replace on our own.
  Damaged walls repaired where contractors damaged.
  Installation of countertop ends in the kitchen next to the stove.  These were installed but not trimmed.  In the bathrooms and kitchen we had quartz tops.  ODR replaced them with the cheapest Formica.  So cheap that the first sets were damaged with installed in both bathrooms.  The second time they replaced them with the browns from the 1970s not coming close to what we had before.  If we didnt accept them we were told they didnt know when they would have a replacement.  This was part of the red tag from ***** Inspection that the bathrooms had to be finished.  The 3rd set were the right color but they cant trim the countertop ends because of the damage it will cause the countertops.  So it will be at Terrys and mine cost to replace the countertops once again to quartz. 
  Replacement of front bedroom window screen.  We had Thermal Windows made in *****, with a life time warranty.  ODR put in 3 different brands of windows longest warranty being 4 years.  The windows they purchased didnt fit the brick space where the Thermal Windows were.  So ODR put mud, caulking and shims around them.  The cold and heat now come in thru the area around the window.
  Leveling of towel rods. ODR did not put the anchors in when installing materials, so they were falling out of the walls.  It took ODR four attempts to level one towel rod and secure it.  I know the anchors werent used because I found a pile of them on the kitchen counter and when the various rods fell out, there were no anchors.  This is another cost for ***** and I to replace all the rods making sure the anchors are installed.
  Addressing Specific Complaints:
  
  Use of Preferred **** Vendor:
  ODR made every effort to engage the Meritts preferred **** vendor. Unfortunately, the vendor declined the job after negotiations, citing pricing concerns over the allowed amount provided by **********. *** then utilized a licensed and qualified **** contractor to complete the work per industry standards.  The **** was installed in the July /August time frame.  No one tested them I know this for sure.  ***** and I moved back in the house late ******************* believed the house to be finished.  I was working from home that day FREEZING !!  I went to turn the thermostat up and it was already set on 74 degrees.  The house was registering at 60 degrees.  I called the Project Manager that morning to let him know.  He called the ************ didnt come out until late that night.  Good thing we didnt have any serious freezes we could have had broken water pipes to add to the all the other problems.  **** guy couldnt fix because there was never any power run to the heater.  If they had used my **** person he would have made sure they were working before he left the site or made sure ODR needed to run power.  What else did ODR miss on the installation of the **** system and vents?
  Alleged Substandard Workmanship:
  ODR still had this project as work in progress at the time this complaint was filed. *** at no time said the work was complete or that the Meritts needed to accept substandard work. ODR acknowledges that certain aspects of the project required rework, which is not uncommon in extensive fire restoration projects. Issues raised, such as cabinetry alignment, caulking, and vanities, are being actively addressed under warranty and at no additional cost to the Meritts.  I will supply pictures of completed tasks.  The poor quality should have been noticed and addressed, instead of relying on ***** or I to address.
  The vanities, which were damaged during installation, were replaced. After additional damage, they were replaced again to meet quality expectations.  This is not correct the vanities are of such poor quality they cant trim the end pieces.
  Medicine cabinets, which were never on-site, have been ordered and will be installed as part of the ongoing work.  This is not correct.  The medicine cabinets were on site in the living room,and were painted.  It wasnt until the cabinet team was on site trying to level out cabinets on unlevel soffits they noticed they were gone.  They asked me where they were as we were looking for them, that is when I noticed several things were missing.  And items continued to go missing after that.
  The ******* kitchen reference appears to describe incomplete or ongoing work, which remains part of **** commitment to quality assurance. Any deficiencies identified by the Meritts are being corrected in accordance with the signed scope of work.  This is not correct ODR fixed the problem by doing a better cover up of the problem.
  Claims regarding stolen items, including a wheelbarrow and an insulated door, are not substantiated. The door in question was a used door that was fire-damaged and has been replaced with a new one.   ***** and I were told by the Project Manager we could have that door.  We cleaned up all the broken windows and glass around it so it wouldnt be mistaken for items meant for the dumpster.  ODR follows strict protocols to secure the job site and document all work performed. As for the wheelbarrow, no evidence has been found in photos or documentation to indicate its presence on the job site. The Meritts are welcome to report this item as stolen if they choose.  We dont know the time frame of when it was taken but if this is needed by ODR, we can accommodate that. 
  Timeline Concerns:
  Fire restoration timelines can vary significantly based on the extent of damage and complexity of the rebuild. While the Merittsfrustration is understandable, the timeline for their project has been consistent with the industry standard for similar losses. ****** have also resulted from factors outside ODRs control, such as negotiations with the insurance company, payment delays, and unforeseen challenges during reconstruction.
  The project manager of this job communicated to State Farm that he was substantially complete, unfortunately this prompted State Farm to end the *** (Additional Living Expense) payments. This caused the Meritts to have to move back in prematurely before final completion. It was not **** intent to have them move back at that time, we were simply providing an update. We were promised that the job would be done in a couple weeks every two to three weeks from the end of September on. The project manager approved us to begin moving property in the house the start of November, also said we could move into the house at the end of November.
  Financial Disputes:
  To date, the $8,285.36 contents removal fee, agreed upon in writing by Mrs. ******* remains unpaid. This unresolved balance contributes to financial discrepancies noted in their complaint. *** has made multiple attempts to resolve this matter amicably.  Since both ***** and I had to act as Project Managers trying to answer questions from the 3rd party contractors, clean up after the crews, and will have to hire professionals to fix what *** has done in several areas ***** and I feel that no additional monies are owed to ODR.  They never disclosed the manpower challenge they have or that they would use such cheap materials.  Even securing the house was a piece of plywood leaned against the front door jam with a lawn chair leaning against it to keep it from falling. 
  Because of the delay caused by the insurance company and the mortgage company ***** and I went against all we were advised we gave them the total of the first check to keep things moving. 
  I do not have a home I have a house that someone didnt care about how they put together.  The stress of ODR is making me so sick and I cry daily when I see the damage they have done.
  It may be best for ODR and us to just part ways. ODR keep the monies they have collected so far, and we will work on getting someone who will care about the work they do.