Complaints

This profile includes complaints for Jenkins Restorations's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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• 

  Jenkins Restorations

  3750 Centerview Dr Chantilly, VA 20151-3200

• 

  Jenkins Restorations LLC

  5215 Linbar Dr Ste 203 Suite 203 Nashville, TN 37211-1019

• 

  Jenkins Restorations

  3370 Peoria St Ste 204B Aurora, CO 80010-1407

• 

  Jenkins Restorations

  7801 N Robinson Ave Ste D3 Oklahoma City, OK 73116-7725

• 

  Jenkins Restorations

  6904 N Main St Ste 108 Columbia, SC 29203-3852

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:04/08/2025

  Type:Sales and Advertising 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.

  Jenkins Restorations was recommended to me by **** after I had a water pipe leak in my home and needed mitigation and repair. That was August 15, 2024. I have had so many problems with them mostly them failing to come out to do the job and once they did most of it there was extremely shoddy workmanship and much had to be ******. The final item to be done, which they have in writing, is to fix a curtain rod bracket that they bent really badly. They still havent come out. Ive gone through their manager, ****, a third party resolution company, and still cant get help. Meanwhile they are bombarding me with emails to sign the insurance check over to them. I could write a book about how terrible they have been but bottom line is I want to fix the still broken Item that they said in writing they would do so I can be done with them. **** deserves to be part of this complaint as well because they recommended the crooked company and now wont help me get the job done. This issue has been going on for almost 8 months now.

• Initial Complaint

  Date:12/31/2024

  Type:Customer Service Issues
  Status:

  ResolvedMore 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.

  I was in contact with Jenkins Restoration project manager from around August ******* through December 20, 2024 per phone, email and text. In our last communication, he assured me he would schedule someone to come out to see what remaining issues needed to be resolved and he would credit back whatever repairs were done by another contractor. I have not received any contact since except for the home company sending documents to sign for completion of work and request for money (not picked up per Project Manager as agreed; second payment then deductible post completion of restoration)Dispute: Work never completed; Multiple promises not Kept:* Did not replace 800sqft of damaged flooring-removed unused wood from dwelling ( some areas of warped wood still noted) * Did not return to replace toilet and sink pedestal / left area very untidy * Dining table legs placement not corrected as promised * Chipped chairs, piece of molding, broken wall sconce not repaired * Did not address crawl space insulation with insurance company as promised (left off contract for restoration per Restoration Manager- promised to handle) Did not observe or inspect crawl space prior to floor restoration. * Informed company in writing regarding above issues. Difficult to get concrete answers or resolutions

  Business Response

  Date: 01/13/2025

  The majority of the delays caused during this customers project were in the beginning stages, due to the customers insurance adjuster and contractor connection when approving an accurate scope of work. The goal of Jenkins Restorations during this time was to ensure the homeowners floor was not being improperly repaired as the carrier was suggesting. The homeowner was appreciative of Jenkins due diligence during this time. Jenkins apologizes for the length of this claim and the 3 months of delays caused by the adjuster and contractor reviewer, and for the lack of communication during the holidays. 
  A site visit was set with the homeowner on 01/8/2025 regarding the crawlspace insulation. 

• Initial Complaint

  Date:12/29/2024

  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.

  We had a total rebuild from a house fire in 2020. There were many issues with the work from employees helping themselves to our items before we had time to clear.Two different shades of paint were used in the kitchen, primary bathtub was installed with a sink faucet, light switch that doesn't work, electric outlets left exposed, phone lines weren't installed, charged for two ADT control boxes because the first one was installed in the wrong place. We paid for the installing of the cooktop and they used our bricks for the rebuild and we have not been reimbursed for those items. After complaining to the insurance company since they refused to address the issues a third-party company had to work as an in-between to make them return to work on our home. We also paid an independent contractor to review the work and received a 40-page report of concerns. The roofing was done incorrectly and had to be replaced at least 5 or so shingles all around the house that would've cause the roof to leak, plus the gutters also had to be replaced.I have tried to work with this company is one reason I hadn't reported them until now. I have complained also about the windows. There is air coming in which of course increases the energy bill. They sent someone out the repaint the kitchen and asked him to repair the windows. Well, that didn't work and a person from the ********* location stated the window ledge was too low and they should've raised it, so they didn't need to use caulk to close the gaps, but it appears to me they are not the correct size. The previous ones were aluminum and these are vinyl. I was told someone would get back to me before Thanksgiving after their company meeting in ********, but we haven't heard anything from anyone.They have corrected a lot of the issues, but this is a major eyesore and costly.

  Customer Answer

  Date: 01/09/2025

  5 years warranty.
  

  
  

  Business Response

  Date: 01/27/2025

  Jenkins Restorations has been in communication with this customer and has agreed to bring a window installer to her home to give a professional opinion on the windows and replace if necessary. Any of the remaining items relevant to the customer's scope of work will be addressed at that time. 

• Initial Complaint

  Date:09/27/2024

  Type:Order 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 has overcharged during the whole process of our time working with them. Then we agreed on a final number completed the work then weeks later they send me another bill for more money for work that was either already paid for per the previous scope or wasnt done. Now they are putting a lien against my home. Without even trying to resolve.

  Business Response

  Date: 10/23/2024

  The additional charges the customer received were for work outside the original scope of repairs approved by the customers insurance provider, *****************. Throughout the process, Jenkins Restorations maintained open communication with the customer and their adjuster, Mr. ***** to ensure transparency. On a three-way call with the customer and Mr. ***** ********************** outlined the costs covered by ***************** and the additional out-of-pocket expenses that the customer would be responsible for due to the extra work requested.
  
  This extra work included relocating electrical connections for the range hood, patching drywall, extending the faucet water supply line, extending the sink drain, modifying the barn cabinet to fit the barn sink, and installing a push button for the garbage disposal.
  
  This additional work resulted in an outstanding balance of $1,141.61, which was communicated to the customer via a change order, sent on 08/26/2024. The customer viewed the change order on the same day but declined to sign it, even though the services were completed as per their request.
  
  Despite Jenkinss efforts to resolve this amicably, including several attempts to collect payment and have a final payment link provided to the customer, we have not received payment for these additional services. As a result, and in accordance with standard business practices, we issued a notice of intent to place a lien on the customer's property on 09/23/2024.  
  
  We remain open to resolving this matter and would be happy to discuss a payment plan or any questions the customer may have about the charges. Our goal is to always provide clear communication and fair pricing for the work completed.
  
  

  Customer Answer

  Date: 10/25/2024

  Per ***** ******* what was agreed in was what I paid the work was completed on July the 7. Then over a month later I receive a change order which I never agreed on. With that being said per the original scope that I signed the electrical was on there the sink cabinet was not modified at all and these other things were never approved. I never received anything prior to any of this saying for one that I would owe more or did I sign any amount outside the scope. I was lied to by this company and over charged for the whole thing. If the insurance was supposed to pay more that is on them to collect. I will be reaching out to a lawyer on this matter and I will not be paying another dime. A week later the dish washer fell out of the cabinet the floor has nails coming through everywhere where they were not pulled before laying and this shady business is not acceptable. If they show where I signed to pay more then we will discuss but they cant provide this, because I never signed anything. 

  Business Response

  Date: 11/06/2024

  ****** the customer, ***** from ********************, and ***************** adjuster, ******, spoke on a 3-way call where ****** was aware that she would owe more money due to extra work she requested to be done on. That extra work was: Relocate electrical connections for range hood. Drywall patch. Extend faucet water supply line. Extend sink drain. Modify barn cabinet to fit barn sink. Install push button for garbage disposal.
  
  See Jenkins Restorations notes below on the documented actions:
  
  8/19/2024 7:44:56 AM Repairs finished and NI is happy. ****** insurance adjuster sending a check to Jenkins and ****** will mail a check to Jenkins for the balance due.
  8/26/2024 12:30:17 ******* sent supplement invoice 726. Sending change order to customer. Customer viewed change order #3 on 8/26/24 @ 2:25pm
  9/12/2024 12:39:46 PM  Check 725 ($30,806.39). Check is short from the balance due @ $31,948
  9/20/2024 8:05:57 AM We resent the change order and invoice today asking for final payment.
  9/20/2024 4:17:18 PM
  From: ***** ****** Sent: Friday, September 20, 2024 4:15 PM
  To: ****** *******
  Cc: ****** *****
  Subject: RE: Jenkins Restorations - Online Payment Portal
  ******, Per our prior conversations and the attached work order that you viewed on August 26th the work was completed per your request. This was the extra charges ****** did for you. These were out of pockets expenses not covered by insurance. Relocate electrical connections for range hood. Drywall patch. Extend faucet water supply line. Extend sink drain. Modify barn cabinet to fit barn sink. Install push button for garbage disposal.
  9/23/2024 9:23:27 AM Received email from ****** last Friday that she is declining to pay the balance @ $1,141.61 per the change order Jenkins sent and her request to do additional repairs outside the scope. Requesting our legal department send an intent to lien.
  

  Customer Answer

  Date: 11/08/2024

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: 22347991
  
  I am rejecting this response because:
  
  All the work they are trying to say was done was not!! I never recieved a detailed list of the charges before hand was sent this after the fact. How can you just charge someone what ever you want for work that wasnt completed the barn sink was never adjusted I purchased all the lines for the extension of the sink which I have reciepts for and purchased the button for the disposal. Also if there were to be additional charges I should have been notified prior to the work. That last thing I signed I was told that that was to complete the job. How can a company just send a bill without prior approval? And charge whatever they want without letting the customer know.
  Regards,
  
  ****** *****
  
  
  
  
  
  
  
  
  

• Initial Complaint

  Date:08/14/2024

  Type:Order 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.

  Job # STL-23-0782-WTR Invoice #****** On November 10, 2023, I signed a contract with Jenkins Restorations agreeing to pay $8,841.37 for restoration services after water damage to my house.I paid as follows:11/10/2023 $1,000 deductible 12/10/2023 $400 by check #**** 12/15/2023 $918.75 by check #**** 01/25/2024 $6522.62 by check #**** Invoice # ****** for $882.00 came after painting had been done. The numbers didn't add up so I sent the $400 check and explained that I would pay the balance after they told me what I was paying for.I received a phone call telling me that the bill was for the asbestos test. Then I received a bill for $918.75 for the asbestos test, which I then paid.When the work was finished, I paid the final invoice but subtracted the $400 for the check they had "lost" in a file somewhere, again with a letter of explanation.Project manager ******* **** contacted me and said I was $400 short. I explained that I had sent that earlier, he found it, they cashed it, and my account was satisfied.Meanwhile, I continue to receive copies of Invoice #****** about once a month. I have responded with photos of the cancelled checks, letters, emails, and phone calls. I have asked that they check my account, remove the invoice from their automated system and stop contacting me.

  Business Response

  Date: 09/16/2024

  Jenkins Restorations and the ************************ has been made aware of this complaint and will following up with the customer to discuss her issues further. ******************** will be following up with a formal response once we have been able to contact this customer and discuss the payment and scope of work on this property restoration.

  Business Response

  Date: 10/02/2024

  Jenkins Restorations spoke with Mrs. **** on 10/1/2024. Mrs. **** accepted our explanation that she was not getting over billed and the issue has been resolved. 

  Customer Answer

  Date: 10/07/2024

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: 22139752
  
  I am rejecting this response because:

  
  I received an email from a human acknowledging my complaint and asking how he could help. I explained my problem with billing (again). I have not received another bill but have not received anything to acknowledge that my account has been cleared so time will tell.

  
  Regards,
  
  ******* ****
  
  
  
  
  
  
  
  

  
  

• Initial Complaint

  Date:08/02/2024

  Type:Order 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.

  In January 2024, we discovered a leak in the ceiling of our daughters bedroom. After contacting USAA, Jenkins Restorations was sent to caulk and tarp the roof to prevent additional damage. When they showed up at our home, I signed a contract with Jenkins that stated they will tarp and repair the roof (contract attached in photos). Not only did they fail to do this, but they also failed to caulk the area of the roof where the leak was coming from (also shown in attached photos, note the area of the roof that has water on it). This failure lead to an additional leak.Jenkins was also hired to perform drywall repairs. Recently, my roofer discovered what we suspect as mold. We hired an environmentalist who is coming to confirm this next week, at which point I will update this post. If mold is confirmed, it would appear that Jenkins Restorations opened my ceiling, ignored additional damage, and closed it back up. Furthermore, my roofer informed me the drywall work they performed was shoddy. Jenkins proceeded to hound me repeatedly for the $484 for the original roof 'repair'. USAA continued to drag it's feet on paying me out this amount, which I provided audio and image evidence of, and explained to their Project Manager, **************** *** sent me e-mail essentially stating that the repeated request for payment would not stop, even though I asked him to contact USAA directly and pointed out to him in the contract I signed that payment would come DIRECTLY from ****. I'd also like to note that once *** received payment, he did not reply to my e-mail regarding this issues described above, and has since ignored me. I'd like the shoddy work addressed, the failure to disclose additional damage addressed, and compensation for both. Have a nice day.

  Business Response

  Date: 09/04/2024

  Jenkins Restorations has worked with ********************** separately. A cancellation agreement for $3,879.00 has been issued to ********************** on September 4, 2024.

• Initial Complaint

  Date:12/27/2023

  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.

  01/01/2023 Jenkins Restoration was to restore our house. They spent *****. Poor workmanship. Things that were supposed to be painted didn'************** in tile was not installed in places. Closet shelves are uneven. Tub was not removed or cleaned. Laundry faucets missing cover surround. Paint missing behind sink in master and caulking is missing behind sink. Son's bedroom is missing screen that was supposed be replaced and given before finishing. Still have not received it. Smoke from fire is still visble on ceiling in the upstairs. Damage to grass and flower bed was done by ***************** repair was done to flower bed but not grass. I have contacted the company over a dozen times. I have had *********************, *************************, and ****************** come and look at repair and make promises to repair in a few weeks. I was also supposed to be called by the manager of this region in ******. I believe his name is ******. Repairs were supposed to start week after Thanksgiving and now we are going into the new year. Alot of corners were cut seems to be showing up more.

  Business Response

  Date: 01/16/2024

  Our project manager has been in touch with this customer and has completed the requested repairs within 2 days, on 1/5/2024. Jenkins Restorations has heard from this customer and was told that they are now very happy with the new project manager, crew, and updated work. All customer concerns have been remedied.

  Customer Answer

  Date: 01/18/2024

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: 21060178
  
  I am rejecting this response because:

  Still outstanding items that need to be addressed. 

  
  
  
  Regards,
  
  *************************
  
  
  
  
  
  
  
  

  
  

  Customer Answer

  Date: 01/30/2024

  Stone work still needs to be fixes. Also grass is still needing to be replaced.

  Business Response

  Date: 02/07/2024

  Jenkins Restorations was delayed by weather conditions. The stone ******* regular work was also delayed. Jenkins was on site today 2/7 doing the work requested.

• Initial Complaint

  Date:12/06/2023

  Type:Order 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.

  I was recommended Jenkins Restoration by ****. My spouse is Active-**** and was deployed. I was trying to handle everything but came into an issue with 1) ********** ******** cancelling a contract without explanation on the day I logged in to sign it and 2) despite me using phone calls as my primary method of communication, I was not called. Moreover, I tried to work it out with the company and get the work done and have paid them my deductible for the entire job, they sent emails despite phone calls being the primary method to contact me which for some reason I did not receive in a timely manner. I had been working with **** and the mortgage company to correct all the name issues and with that resolved, Jenkins restoration had not called me to arrange signing the check or to inform me that my wife, again who was deployed, did not respond to their emails. I feel discriminated against as ******** by this company now, as it was after my name was officially changed, *********** ************ cancelled the contract initially and when I tried to contact them to obtain a solution, he refused to tell me why he did that. There are other names I can post, but I am hoping that Jenkins Restoration wishes to salvage situation, as I had been calling every other week trying to see if the checks had been received so they could give a new contract for us to legally sign, and we could proceed. The agents at Jenkins I spoke with and I had no clue that ********* ***** had yet again cancelled the contract. When I spoke with **** the last several times, I was asked if I were still choosing to proceed with Jenkins and with the knowledge I had at that time, including earlier today, I said yes. They started a job, and they should finish it. I am so stressed out over having my house repairs incomplete for almost a year now due to lack of clear communication...a simple phone call to inform me of what was the current status.

  Customer Answer

  Date: 12/07/2023

  I made a name mistake.  ****** was not the individual, it was ****** **********  ****** was helpful.  I'm sorry about stating the wrong name.

  However, ********* ***** called me and despite having given him the corrected name info in September and ensuring that the names were corrected in our insurance and mortgage, he never sent a new contract for the rebuild portion of the job.  Moreover, he claimed that I was a threat to his workers because I was emotional in voicemail when I was breaking down due to not having the issues resolved.  They are still not resolved and since they spammed me with email messages earluer in the year, I had no idea which email was for which portion of the work.  I had stated over the phone many times that phone calls were the primary connection for me, but they sent emails anyhow and did not follow up with phone calls.  I wish they had communicated better rather than assume that emails are instant and always connect.  When a customer calls on the phone, they are not using email!  I was told that I had not communicated, but I have my call logs which I called several numbers over the last months.  I still feel that this handling is unprofessional.  Moreover, he refused to talk with my spouse, whose name is the primary on the account, now that she is back from deployment in place of me!

  Business Response

  Date: 12/11/2023

  Jenkins Restorations requires a signed contract before starting restoration work or services. This customer has failed to sign a contract of work on 4 occasions from March 2023 to September of 2023.

  The original contract was sent mid-March 2023 and went unsigned for 2 weeks, in which case Jenkins Restorations canceled the contract. Jenkins Restorations was still accommodating in starting over with the contract to move the process along for this customer. Jenkins also met onsite with this customer to discuss the work and stated that we could not start the work without a signed contract.

  In September 2023, Jenkins still did not have a signed contract and our customer was unresponsive. September 7 is the only time Jenkins was notified of the legal name change needed by ****. **** stated that the names on our contract must match the legal names of each policyholder. The names provided to Jenkins Restorations by **** did not match what the customer was requesting on the contract, so Jenkins was awaiting clarification from the customer, to which the customer was unresponsive until December 2023. If the customer had provided the current legal names at that time and signed the contract, Jenkins would have started our work.

  Because of continual failure to sign the contract, Jenkins Restorations has canceled the contract each time and will not be completing the work. We stated to the customer on 9/8/2023 that we would need this final contract signed by the end of the week or we would not be moving forward with this work and would be canceling the contract. The customer was unresponsive until December 2023, in which case, we canceled the unsigned contract and will not be going back to contract with this customer. We called this customer on 12/7/2023 to explain and discuss why we canceled the contract. Their hostile voicemail left on 12/6/2023 has left Jenkins unable to move forward due to concerns of potential hostile treatment of our subcontractors and personnel.

• Initial Complaint

  Date:09/11/2023

  Type:Product Issues
  Status:

  ResolvedMore 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.

  We hired Jenkins Restoration for pipe burst-related floor repairs in January, per the recommendation of our Insurance. We paid our bill on time and in full. Yet, nine months later, on September 7th, you informed us we owed you $657.74. This morning, at 10:44 AM, you again informed us the amount owed was $657.74. Yet on the bill you've sent us, the total is listed as $805.95. Additionally, after reviewing your "FINAL DRAFT" document for our floor repair, I discovered we were charged for a vapor barrier: However, when the work was being performed, I noticed floor paneling was being installed with no vapor barrier under it whatsoever. I was informed by the contractor that no vapor barrier was necessary. Why was I charged for a vapor barrier that was never installed? We could easily peel up the flooring downstairs to prove there is no barrier. I would like a refund for this as well. Was this charge simple carelessness, or deliberately fraudulent? It is unfathomable how your idea of an itemized bill containing all credits and debits on our account is a 7-month-old PDF entitled "Rough Draft," prepared by Nationwide, not you. My wife has sent you countless questions regarding this manner via email which you flatly ignored. It is regrettable how you have represented your business. The contractor, Jack, was honest, communicative, and helpful throughout the repair process. We would happily have hired him again for future work that needs to be done on the house. I would appreciate your prompt response with regard to this matter and a timely resolution of this nine-month saga. Sincerely,*****************************************

  Business Response

  Date: 10/10/2023

  Jenkins Restorations has been made aware of this customer's issue and is working with this customer to address their concerns and issue a resolution. Members of the Jenkins team have been in contact with this customer to discuss solutions.

  Customer Answer

  Date: 11/04/2023

  Jenkins has resolved the issue to my satisfaction, please remove my complaint :)

  Business Response

  Date: 11/06/2023

  Jenkins Restorations has been in contact with this customer over how to reach a resolution of this issue. We have correspondence showing that we resolved this customer's complaint by agreeing to issue a credit for the remaining balance of the mitigation work.

• Initial Complaint

  Date:08/02/2023

  Type:Sales and Advertising 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.

  My family home had a leak in the upstairs bathroom toilet in December 2022. This led to extensive water damage in the upstairs and downstairs bathrooms. My insurance ****, recommended Jenkins Restoration to take care of the issues and restore our home. Jenkins came in and did the water mitigation and restoration. Upon moving back into our home there was a seemingly new leak coming from the bathtub pipes causing water damage to the newly renovated downstairs bathroom. The pipe that is under the tub had a large, quit noticeable hole in the pipe. If Jenkins had brought attention to the hole in the pipe and not worked around it and left the hole then put drywall up, this 'new' issue wouldn't have happened. They also didn't clean up their work and left our home dirty and dusty for a week after we were allowed to move back into our home. They left the railing off of the wall in the stairwell and some minor cosmetic things weren't done before we moved back into our home. Despite them telling us our home was 100% ready to live in again. A few outlets weren't working and the plates were left off, until about a week after we'd been moved back in. Our family hasn't been able to use the upstairs bathroom since December 2022, because of the initial water damage and Jenkins overlooking the hole in the pipe. We'd just like the hole in the pipe fixed and the new drywall put back up so there isn't a huge hole in our downstairs bathroom leading into the crawl space.

  Customer Answer

  Date: 08/20/2023

  I’m sorry the complaint is for Jenkins Restoration in Colorado Springs, Colorado 

  Business Response

  Date: 10/10/2023

  Jenkins Restorations contracted with this customer and **** to complete General Contracting, Water Mitigation and Repairs, and Environmental Asbestos Abatement from the initial leak. This customer signed Completed Satisfaction Agreements for all of the above scopes of work. The discovery of the hole in the bathtub pipe occurred after our initial scope of work was completed and was not part of our contracted agreement. As such, addressing the hole in the pipe and the related drywall repair falls outside the scope of work of our initial contract. We understand the customer’s desire to have this issue resolved, but Jenkins Restorations would need a new scope of work contract that includes the repair of the pipe and any associated restoration work, including the necessary payment terms to cover these additional services.

  Customer Answer

  Date: 10/19/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  I am rejecting this response because:

  My family and I agree that the whole in the pipe and the ensuing water damage were not in the scope of Jenkins work. But it was directly related to and in the same area as part of their work. We believe that their contractors purposely overlooked the hole, as it was quit visible, and chose not to address it to us. We would have gladly paid out of our own pockets to have it fixed. Much the same as the less than 10 tiles in the shower floor that they didn't do. We would've also gladly paid for that to be completed so that our shower doesn't look incomplete. 

  We have since had the hole in the pipe fixed. Now we would like Jenkins to redo the drywall in our downstairs bathroom. So that our wall isn't left open to the crawl space. This is an agreement that we came to with one of the managers for Jenkins a few months ago. 
  
  Regards,
  
  ***************************

  Business Response

  Date: 11/01/2023

  Our Branch Manager has agreed to resolve this complaint by replacing the drywall as requested by the customer. The customer should have heard from our Colorado Springs branch manager at this point. If they have not heard from our branch or do not hear from them in the next 24 hours, please contact our branch at ************.

  Business Response

  Date: 11/01/2023

  Correspondence attached. Jenkins will resolve the customer complaint with a repair.