ComplaintsforApex Restoration DKI

• Initial Complaint

  03/30/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  May 5, 2022, 11+ months ago, Apex Restoration collected $51,500 from Nationwide Insurance. My part of the settlement will be determined when the restoration is completed. **** *****, the person in charge of the restoration, does not return my request for communication in a timely manner, several days/ weeks. I am a single mother, and I have tried to be patient. Only one man has been working on the basement restoration for several months. This situation would be unacceptable to any person dealing with this company.

  Business response

  04/10/2023

  I, ******** ******, reached out to **** *****, the project manager in Knoxville, and this is what she expressed to me.
  
  ********, I called **** ********* and she seemed very nice, happy to speak to me and pleasant.  Not angry. 
  I explained that ***** ********** let me know that she had additional work that she wanted, but that I didn’t have much information.  She said that she had told **** A from the beginning that she wanted that stuff done, but she never heard back.  I gave her the option of us estimating it for her or her using ***** ********** direct.  She said she was happy and satisfied with our contractors work so she would just get with him to do it. 
  
  I brought up the few things I was aware of and the work that we were doing next week and the supplement for the stairs and the electrical.  She was already aware of these things from myself and ***, so she had no questions. In ending, I apologized if I missed any calls or emails from her.  She said, well, I sent a few emails.  She had not called. I again apologized and said that I try to go back through my emails prior to giving updates so I don’t miss anything and told her I would be more careful.  She said, “oh, you know how it is… I have had several people tell me my emails aren’t going through or they come back as not sent.” 
  
  I made sure she had my cell number and invited her to call if she needed anything. 
  She said I addressed everything, she is excited it looks like everything will be finished next week and she had no concerns to bring up. I apologized for how long the work was taking but that I have heard nothing but good things from **** and *** regarding the quality of work.  She again said she cares more about the quality of work than the time it takes. 
  
  This is why I was so confused. 
  Possibly she just doesn’t like confrontation, but I have never had a bad interaction with her except once.  That was when we needed to delay the job because the shower she chose was on back order.  Unfortunately, there was nothing we could do about it. 
  Thanks, ****
  
  This is a recap of Ms. *****’s phone conversation to **** *********. 

  
  Thank you for taking my call, it was nice speaking with you. 
  I just wanted to recap per conversation and highlight some of the important details. 
  As discussed, **** and *** will be meeting ***** ********** on site to install the countertop.  While on site there were a few details that ***** ********** wanted to look at with ****. Here is a listing of the things that will be addressed: 
  1) Electrical outlet in the bathroom - Due to the size of the ordered cabinet and the height of new cabinets vs old, there is an issue with the height of the electrical outlet.  It has been determined that we need an electrician to move this because there is no additional wiring or slack on the wire that will allow it to be moved.  This will not be a complicated fix and we are in the process of scheduling this to be done.  This will be supplemented to the adjuster. 
  2) Soffit box / vanity issue - ***** P said there is a small issue with how this fits together, and the guys will be on site to look at it and come up with a solution so it will sit flush against the wall. 
  3) stairwell painting - this was not in the written and approved estimate.  We have measurements and will be supplementing for this work to be done and we will provide ***** P with a work order to add this work into his scope. 
  Based on the information from ***** P, he says he would be able to wrap everything up by the end of next week.  Please keep in mind this is a goal, but there are a few factors that may delay it some. We will keep you informed. 
  I also wanted to recap that it is ok for you to consult with ***** P regarding the additional work you were wanting done and you can work with him directly.  You mentioned the quality of his work and that you would be happy to use him direct.  
  Last, I do apologize again if any emails you sent were unseen or went unanswered, but if you ever need anything you can reach me by email, phone and text message. 
  

  
  

• Initial Complaint

  03/02/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I had a fire in my house on 08 06 2021. Apex was referred for restoration. The work was not started in a timely manner. The work performed was unprofessional. Their attitude towards me was discriminatory. The work was not completed. The floor was done the first time very poor. It had to get sanded and re-stained. It was done very poor again. The house was to get painted inside. The inside was painted very poor. The house had to get repainted. The holes were not repaired. There is over spray on the appliances, cabinets, floors, windows and tub and sink in the bathroom. My exhaust fan in the kitchen is constantly running and will not shut off. The light in the kitchen will not shut off. They were supposed to be repaired and was not. My new kitchen floor is damaged and chipped and gauged. My blinds were taken down and thrown away. They were supposed to be replaced. My floor vents for heat and air conditioning were thrown away. The microwave oven over the stove was not installed. My screen door screen insert is damaged. My oriental rug is thrown out in the back yard and is badly damaged. My computer chair was thrown out in the weather and is damaged. The quarter round in the den was painted. It should not have been painted. My piano has over spray and painted. The laundry room was not painted as instructed. A bucket of paint was wasted and not cleaned up in the laundry. My dryer vent was damaged by weather it was thrown out in the driveway. I am so disappointed with this company. I will not recommend this company for anything. I am upset and my insurance have not help me with my problem. I am filing a complaint and I would like some resolution. These are the the most important things I've listed. I have more concerns but I'm looking forward to hearing from you as soon as possible. Thank you. ****** ***** **** ******** ** *** *********** ******* ****** ********* ****** *************

  Business response

  03/13/2022

  Thank you for the opportunity to explain the actions that have taken place by us, Apex Restoration, during the claim for ****** *****.
  
  Without discussing each point in the letter we received, we acknowledge Mr. ***** became unhappy by the services performed at his home. On first attempt the plan of action was to have a meeting with him, discuss his concerns, create a resolution punch list. Our Regional Vice President was part of this meeting. We have this encounter documented to the insurance adjuster due to the actions of Mr. *****. He was aggressive, belligerent, and loud to the point his neighbors came onto their porches to view. During the short amount of time Mr. ***** would not specifically state any concern he had, just continually saying "can't you see?" Apex representative requested the meeting postpone 10 minutes so that the superintendent that was familiar with the job could join. Mr. ***** denied to wait on anyone, and left the property. We were never able to step inside the home to review the work. Mr. ***** was unresponsive for a week, until the insurance adjuster was able to contact him. The second attempt for a walk through to create a punch list was somewhat beneficial to all parties. The project manager, RVP, and subcontractor were all on site for the walkthrough. Mr. ***** stated he did not want the RVP to be in his home because "I don't know you." RVP waited in the truck while the walkthrough took place. After the meeting an agreed punch list had been created. Before we could complete all work associated with the punch list, Mr. ***** stated we were not to be back on his property. Many attempts were made to reschedule the work to complete to no avail. Once we arrived at the impasse, the adjuster was forced to escalate the file to issue resolution. From this point a third party administrator was involved on the behalf of the insured. Attempts were made from all parties to mediate the situation, but Mr. ***** was unwilling to allow us back on his property. Multiple conversation took place in which Mr. ***** disconnected from the line intentionally. When the mediation was unable to bring resolution, a estimate was created on the behalf of the insured to receive credits for all items in question. From the list the insured presented to the third party, all items were discussed and credits issued. The credit estimate was approved by his insurance carrier, the third party administrator, and Apex. Mr. ***** was to have a check sent to him from the insurance company to cover the line items of the original estimate that correlate with the concerns he has. All parties, aside for Mr. *****, are in agreement that the credit estimate addressed the concerns and was fair.
  
  At this point, the claim has been closed by both the insurance carrier and contractor. Mr. ***** will receive funds to cover his concerns.
  

  Customer response

  03/21/2022

  (The consumer indicated he/she DID NOT accept the response from the business.)
  They are not telling the truth. I don't want anything to do with this company. I am not satisfied with their compensation. They need to be held accountable.

  Business response

  03/22/2022

  In response to the claim for ****** *****, we are being fully transparent and have no reason to lie. The statements made in the initial response are accurate and all have been documented between Apex, the insurance carrier, and the third-party administrator. Once the claim was escalated to the issue resolution within the third party administrator, mediation ensued. Mr. ***** was unwilling to have Apex back at his property and a decision had to be made on how to proceed. All parties involved agreed on a fair credit compensation to the insured, and the insurance company has taken the responsibility of issuing a check to Mr. *****. The line items associated with the credit came directly from the approved estimate provided by the insurance carrier.

• Initial Complaint

  02/22/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  APEX-DKI is a Dishonest and Unprofessional Company that Lacks Work Ethic and Morals. APEX-DKI was hired by our insurance company,Centauri, to perform Mold Remediation after we filed a claim on June 15,2021. COLBY S**** from APEX-DKI came to our home and assessed the mold damage. He verbally gave my husband and I a long list of necessary actions that would need to take place, however, those actions were NOT carried out. Shortly after APEX began in our home on June 21, 2021,knew something was not right and immediately notified our insurance company. In writing,I asked Colby S**** numerous questions regarding their mold remediation in our home. He was mostly dishonest. APEX DKI did NOT get Pre-Mold values or a Post-Mold value-COLBY S**** said it was NOT required. We, as well as family, came to our house everyday. Other than the first two days, workers were not present. Please note I have requested all documentation (including the workers that were in our home) from Colby S**** and he refused. On July 6,2021, we walked into our home and APEX DKI had came to the house, took their machines and removed their poorly taped "barriers". The DID NOT notify us they had completed the job. Also, please note, I have SUPPORTING documentation for all claims that I am stating here. Without any pre or post values molds we had to hire an independent environmental specialist to assess our home.The report CONFIRMED that there was visible mold in/under our home TEN days after APEX abruptly left. We had to hire a reputable mold company to perform the job APEX didn't do. I continuously kept our insurance aware. Now, EIGHT months later, I have received a call from Ryan with APEX stating APEX-DKI expects us to pay $3,688.23 as well as a letter threatening to put a LIEN on our home! APEX ALSO sent an invoice to our insurance company for $15,219.24. Total they are charging $18,907.97. I welcome this company and all associated with this issue to my home to review documents- because I have all

  Business response

  03/15/2022

  Hello, it is Michelle K***** again, and I am over the Customer Care Department here at Apex Restoration DKI. This report is my second attempt regarding the BBB complaint that ***** ****** filed.
  
  We need to set up a meeting with Mrs. ******. Apex would like to try and resolve this matter. Apex can not reach a resolution without talking to homeowner.
  
  Please have Ms. ****** contact myself and I can line a meeting up to try and come to a resolution. Please remember, Colby S**** does not work at Apex anymore.
  
  Apex would love to help Mrs. ******.
  
  If there are any more questions, please let me know. Please ask Mrs. ****** to contact me via email or phone call.
  
  Sincerely, Michelle K*****, ************
  
  

*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. ↩