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:06/11/2024

  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.

  May 7, 2024 - Hired ProKleen to "diagnose" and remediate water damage that turned a wood floor into dust Initially, the project manager "*****" surmised that it was water wicking through an exterior wall. Despite *****'s initial assessment, his crew said the damage must have been due to a leak under the kitchen sink at some point, which did not make sense at all. 1) How is massive damage like this due to "a leak" that has not manifested anywhere else, 2) And this "leak" magically repaired itself? In the process, they removed the entire kichen counter/cabinets, damaged irreplacable kitchen tile and cut a 4' x 4' hole in my floor "to investigate". Subsequently, I had someone come in to give a quote on simply repairing the floor. Within five minutes, he told me that the floor was not the only issue. He concluded by simply probing the wall that indeed, the damage was caused by wicking of moisture by an exterior wall. Now I will need to replace an entire exterior wall, wiring, plumbing, etc. The point being that it was obvious to my handyman what had happened, but not to the people that advertise themselves as experts! Complained via phone call with ***** on Thursday May 30, 2024 - he made no effort for accommodation or apology and simply said: "my crew said the wall was dry. I can only go by what my crew says" and :you would have needed that floor torn out, anyway). I followed up with an email to ***** and a certified letter to the owner *********************. To date, I have received NO RESPONSE The "work" was done for my father who has Alzheimer's dementia. I am his legal guardian and POA. They knew this and I beieve also took advantage of this fact. So in the end, they did not reinstall the kitchen counter nor mention / take responsibility for the tile damage. I asked about covering up the hole. They put a piece of plywood over it - for an additional $805! The total cost for all this "work" was $2327 and leaving me in a wosre situation than before I called them.

  Business Response

  Date: 07/23/2024

  When I was initially called out, the hardwood flooring was completely rotted in front of the sink, somewhat getting better as it traveled across the floor under the range towards  the exterior wall. The hardwood flooring went under the kitchen cabinets thus the cabinets had to be pulled out to access the damaged floor. Once again the worst spot was under the sink base.  Once that flooring was removed the sub floor showed the same exact rotting condition so it was removed. The main reason this was removed, and was discussed with ************, was concerns about microbial growth under the floor. There was no external access to this crawl space. When we remove cabinets or countertops, we make every effort to salvage any existing products. This isn't always possible. My crew did tell me the exterior wall was dry and based on the damage to the floor under the kitchen sink it was very easy to surmise that at some point there was a water leak in or under the kitchen sink. I did verbally apologize to ************ via a phone conversation regarding anything to do with the exterior wall. Our estimate that we provided ************ for which he signed the contract, had nothing to do with the exterior wall and was 100% focused on the kitchen floor damage.
  

  We in no way took advantage of **************** father. We performed zero work without his son's; ************, knowledge and signed consent per contract. We didn't install the cabinets back because that would be part of the repair which we were not contracted for.

  We put the plywood over the sub floor, at no charge. The $805 was a supplement to remove the sink, sink base cabinets and the additional flooring and sub floor under that cabinet.

  Regarding any financial recovery, ********************* the owner made an offer to ************ as follows                                                                                                                                             

  "We provided you a service that was rendered and pre-approved by you and
  your father. Per our phone conversation on 6/12/2024, we offered to
  refund you what you paid minus our hard costs. We estimate that to be
  roughly $1100, you paid roughly $1900, so we would refund you roughly
  $800."

  I was unaware of this offer, but apparently ************ rejected this offer so and then filed this complaint.
  

• Initial Complaint

  Date:05/01/2023

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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.

  They were contracted by my apartment managers while I was away to do something on the weekend regarding carpet damage from a burst pipe. Not only did they rip the doors off the hinges and rip up huge patches of carpet that were fine, they also smashed my bed frame to smithereens, displaced everything in my bedroom, threw my exercise equipment and damaged it (that wasn't even in the area of the small damage on the carpet, put my mattress where it then was destroyed by mold, put other belongings where they got wet and moldy and destroyed... all amounting to $800 of personal property damage, and THEN I now have to put everything back in place and call a junk removal company which is estimated to be around $200. $1000 total for me to recover my living space. The apartment management said they did so much damage to the property to try and get more money. They have caused me insurmountable distress.