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:10/15/2024

  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.

  06/14/2024 The entire east wall was damage by a fire. I hired Burkes Restoration to fix it. They said this was work that they did not do but would contract out.. Total of the job $15,471.38, gave them a check for $7740.00. ******* ***** with Burkes is the foremen. Its excuse after excuse as of today 10/15 still dont know. I was told vinyl in supposed to install 1 day this week. I was to be notified when that day was going to be. Nothing.

  Business Response

  Date: 10/16/2024

  Dear ***** ****,
  Thank you for your patience and for bringing your concerns to our attention. Id like to take a moment to provide some clarity on the situation and outline our next steps to resolve this issue as quickly as possible.

  
  First, I want to acknowledge that there were some missteps in handling your vinyl siding repair earlier in the project.Initially, our former superintendent, ***** ****, incorrectly informed you that we do not handle this type of work saying we had to get a Subcontractor and attempted to install the wrong siding and paint it, which was not an appropriate solution. Using a Subcontractor that specializes in Exterior Vinyl siding is a preference because of the warranty it provides the customer. Please know that ***** is no longer with Burkes due to actions like this that did not reflect our standards.

  
  When ******* took over your project, he immediately identified the issue and worked with you to determine the correct siding material. I understand the process of getting the exact match for your home took longer than expectedabout 8 weeksbut we are happy to report that the Subcontractor let us know that the materials have finally arrived.
  Currently, our subcontractor has informed us that they will try to complete the installation this week. We have asked for a specific day, but unfortunately, the subcontractor has not yet committed to one. ******* has been trying to reach him for further details, but the subcontractor has avoided his calls over the last couple of days.

  
  From here, we are taking the following actions:
  We will contact you again shortly with an update and keep you informed throughout this process.
  We will continue to reach out to the subcontractor until we can secure either a firm date or have him release the materials to us so that our in-house ********* can complete the installation.

  
  I apologize for the delays and any inconvenience this has caused, and we are doing everything we can to ensure that this is handled properly from here on out.

  
  If you have any further questions or concerns,please dont hesitate to reach out directly. We appreciate your continued patience and will keep you updated.
  Best regards,
  
  ***** ***********

  Customer Answer

  Date: 10/31/2024

  I just wanted to let you know this issue is still unresolved. ******* with Burmese says he will look at estimate and get back to me and doesnt. Said he would come out and doesnt. I just need the job done it has been 6 months of push out
  *****

  Business Response

  Date: 11/13/2024

  Hello *****,

  On October 24th, our subcontractor was scheduled to be onsite with your approval to work on the siding. However, at the last minute,you refused access. ****** General Contracting promptly rescheduled for the following day and continued to provide *** updates daily via group text with both you and *******.

  
  On October 30th, you reached out regarding concerns with the subcontractor painting a metal drip edge, as it did not match the existing trim. The subcontractor had attempted to improve the appearance and match it to the surrounding areas. To address your concerns, ******* reviewed the estimate and visited the site to assess the situation personally. There was a small piece of metal drip edge above a window that had been painted. ******* instructed the subcontractor to avoid any further painting to respect your preferences, and he agreed. After discussing the remaining work outlined in the estimate with the subcontractor, ******* attempted to speak with you directly. He knocked on the door; however, you did not respond, despite being visible through the front door window. ******* waited for several minutes and knocked again, but there was still no response.

  
  As of November 1st, the subcontractor has completed the job.We will proceed with the final invoicing for the project.
  Please let us know if you have any additional questions or if theres anything further, we can assist you with.

• Initial Complaint

  Date:08/10/2023

  Type:Billing 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.

  It took 11 months before the restoration was done. And we received no final bill for 6 months. I finally contact them and ask them about the bill and they tell me it is now $2,500 more than what the insurance company paid. I did not authorize any overcharges from the original bid that I signed. State farm has said they would pay for the overcharges if ******* sent them the appropriate paperwork. That was 6 months ago. I have now received what I perceive as a threat to pay. State farm has refunded the deductible. They have paid for everything 100%. We have paid them all but the final payment until the bill is right. They changed what they did from the original bid without adjusting the bid until just recently. There is no way you can keep track of all that. I need to find a resolution so I can pay them the last half of this reconstruction and be done with Burkes. At first I had a great experience with them when ***** still own the company. It has gone downhill since then, and not getting better.

  Business Response

  Date: 08/14/2023

  Hello *******, we are currently in contact with you, as your review is very concerning to us. We set high standards for ourselves and are sorry that we were unable to meet these in our interaction with you. We are proposing a further reduction to the invoice as an attempt to rectify the unfortunate situation of a past project manager mishandling the repair schedule.
  

  Customer Answer

  Date: 08/24/2023

  Yes last week (8/14/2023) I was in contact with Burkes. Again we tried to explain to them that the 3rd bid was not correct and included over $2,500 worth of work not done on the stairs. They "kindly" offered to lower the bill to the original amount and take the money that I have offered them for a year. I have received 4 different invoices in the last two weeks with different amounts on them. The bids are not correct, the invoices have not been correct. So finally I went through the 3rd and final bid and looked at what they said they did. After going through that bid I found over $5,300 worth of work not done. Including underlayment that was not put in, vapor barrier that was not put in, dump trucks that were not used, removal of the floor that I did, and even removing the appliances. Which I was given 1 hour notice before the asbestos people showed up and was told to have the appliances out. I've had three back surgeries and I had to do it myself.

   

  So after finding $5,300 worth of work not done I do not feel paying them the full amount is fair since they did not do half the work. I kindly counter offered that we pay $3,000 of the $6,000 and we both call it a day. Their response to me was "it's time to pay". Even though the bids are not correct and I have received four invoices in two weeks with different amounts. At that point I let them know I was done negotiating with them and was filing a complaint with **** and the ***** attorney general consumer protection department.

   

  After taking all this time, the three different bids, four different invoices (One of them with threats of legal action) and none reflect accurately the work they performed. We should only be paying for the work that they performed on the 3rd bid. It is not my job to keep track of everything, I am the customer. It is not my job to go through bids and count what was done and what wasn't done. That would be ******* responsibility. ******* responsibility to change the bid when the work changes. ******* responsibility to stay in contact with State farm and send appropriate paperwork at the end of reconstruction. It's not my job to tell them that their invoices are off thousands of dollars.

   

  The appropriate resolution to this is to pay for the work that was done and on the third bid

   

  What I still wonder is why this company is so adamant about 3 or $4,000. Is it worth the companies reputation. The reputation was immaculate under *********************. Since then I notice a lot of unhappy customers. I did include sending my complaint to ******* accountant, and their corporate office. I have received no reply. 

   

  I see in your response you mention the unfortunate situation of a past project manager. If your talking about ******. We had no problem with ******. My problem is the person who coordinates with a insurance company, and ******* accounting department. 

   

  From their commercial... "You did not plan on a disaster, but you have a choice on who restores it". I would recommend it not be *******. I will end with a quote from their mission statement "we treat others the way we want to be treated".
  
  *******************;

  Business Response

  Date: 09/08/2023

  Hello *******,  
  The notice we sent you was a  demand for payment in order to give you a chance to pay before we attempted collections efforts on a past due balance of $8,600 that was 316 days old. 
  You had offered to settle for $6K; however, after reducing our invoice for your acceptance, you retracted the offer. 
  Unfortunately, we have been unable to arrive at an amicable resolution in this specific situation to resolve a past due balance exceeding 9 months. We set high standards for ourselves and are sorry that we were unable to meet your expectations in this instance. Due to our continued unresolved efforts, there will not be any billing adjustments. 

  Customer Answer

  Date: 09/15/2023

   
  Complaint: 20450398
  
  I am rejecting this response because:

  The response from ******* is not true. They are on their 4th bookkeeper. They have decided to take me to small claims court. Which means they have dropped it now to 5K. However with all the work that they did not do. I am willing to accept what the judge decides. I will update further after the case is settled. 
  
  Sincerely,
  
  *****************************

• Initial Complaint

  Date:03/03/2023

  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.

  On 10/4/2022 I entered into contract with Burke's Restoration for mitigation and restoration work needed after damage caused by a leaking water heater. The restoration portion of the contract was for less than $10,000 with $4848.92 given as a down payment. The restoration process included drywall repairs in multiple areas, replacing subflooring and flooring insulation that had been torn out, replacing laminate flooring and resetting the baseboard, replacing tile in the bathroom along with the vanity that had been removed. During the initial round of work it was found that ******* had only installed a small portion of the insulation needed in the crawlspace and that part had been installed improperly with the wrong type of insulation for the application. The subfloor that needed to be replaced was also done with the wrong material and the installation was done in such a way that the floor made noise when walked on and had "soft" spots due to inadequate support framing underneath. There was an area of the drywall repair in the bathroom that was not smooth and flush with the surrounding surface and had a clearly visible raised irregular surface. The new laminate flooring had multiple installation issues as well as the resetting of the baseboard. Beyond the improper material used and subpar workmanship it was observed that continuing damage was being done to the property including a large s**** being driven into finished wood trim, multiple scars on existing drywall, denting of the new water heater and damage to the dining room table. After much back and forth ******* agreed that the workmanship and materials used were not up to standard and another schedule was created by ******* to address the defects. As of this writing the insulation and subfloor have been redone but not inspected by me to insure for proper material or installation. The drywall issue is still unfinished. Part of the issue with the initial installation of the laminate was the pattern used was a haphazard mix of random and stair-stepped. This was addressed with ******* and it was stipulated explicitly that a random pattern was to be used with no stair-stepping in the pattern. When the laminate installation was inspected on this time it was found to be laid in a perfect stair-step pattern across the entire floor 100% contrary to what had been stipulated. Though the baseboard hasn't been installed it is clear that unless something is done to the installed flooring there are areas that will not be under the baseboard foot-print and there are still damaged edges to the laminate planks from the installation process. The tile was laid this time around and ******* took it upon themselves to pick the pattern of laying it which is nothing that I would have picked. ******* said the pattern is exactly like the picture sent to them, which it isn't, and what is recommended by some tile outfit to address lippage and slippage. These conditions exist in the present tile installation despite their pattern used. For the sake of getting the job done and before the grouting was inspected or the laminate installed I agreed to accept the pattern as is. After the tile grout was inspected it became apparent that the tile surface had a lot of irregularity and the grout itself had pinholes and voids in the joints were the grout didn't come up flush to the tile edge. Damage to the property is continuing to happen including a large indentation to the drywall in the dining room and continued marks and staining being done to the painted surfaces. On or about 2-16-2023 ******* was made aware of these defects in workmanship, this was followed up by emails on **** and **** reiterating the same and asking for ******* plan to address. To date I have not had a response from ******* as to how they plan on addressing the continuing issues. It was also put forward in my last email that since I have already given ******* a chance to address the initial defects as is stipulated in the contract and for the second time ******* has provided a subpar job I would like all the money from the restoration side of the contract to be forwarded to me so I can get the work done in a professional manner. It has been over six months since the water heater failed and ******* was called for the mitigation. It's been five months since the contract was signed and I am still without full use of my home which has been a construction zone incurring more damage for the last six months. This is a tiny project which could have easily been done in three weeks, I am now on round three with ******* in an attempt to get basic construction work done with zero confidence they have any interest left in the job.

  Business Response

  Date: 04/18/2023

  Hello Deise 
  
  We understand and take responsibility that our subcontractor provided subpar work, and that you have requested Burkes not move forward with any further repair. Therefore, we will only be charging for repairs that were completed properly.
  
  Unfortunately, we have not been able to provide a final bill as there is a discrepancy in the agreed scope of work and pricing with the insurance carrier.  Were actively communicating with the insurance carrier to come to a common agreement and bring the final invoice to resolution.
  
  We apologize for the experience you had with our team, this is not typical, and we can assure you it wont happen again.
  
  As it may be too late to reconcile, we wanted you to know that we have used your experience within our customer satisfaction process to be sure we do not make this mistake again.

  Customer Answer

  Date: 04/25/2023

   
  Complaint: 19534773
  
  I am rejecting this response because: Clarification needs to come from the insurance company as to what their resolution includes and excludes based on Burkes recent communication with them. I also need to determine with Burkes what exactly is happening with the bathroom vanity, they have the original one including the top which I need back. Given all the complications on this job I do not want any loose ends as this comes to a close.   
  
  Sincerely,
  
  **********************

  Business Response

  Date: 05/15/2023

  Hello Deise
  
  We have made some progress with the insurance company; However, there are still some issues in which we are working out with the insurance carrier before we bring the final invoice to resolution.
  
  As far as the bathroom vanity,we did try to deliver the new and old vanity top; however, we were told that they will not be accepted until we have things resolved with your insurance. If that was a miscommunication, please let ** know and we would be more than **************** them to you. We will be in touch with our findings.