ComplaintsforClarke Contractors, Inc.

• Initial Complaint

  05/13/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  We hired Clarke Contractors to remodel our primary bathroom. After the contract was signed (December 2023) they began work February 12th 2024. Initial estimates were 5-6 weeks to complete the project with a contracted finish date of April 29th 2024. Once the crews demoed our bathroom they pulled off of our job for 2 weeks. Today, May 13th 2024 is starting week 14 of the remodel they are not finished and we have paid them $36,000 of the total which is a little over $41,000. We have had several issues with a window that was ordered incorrectly that they agreed to replace, also our PM text us saying they would take the window off of the final bill, their cleaning crew did not clean as promised, and there was an electrical outlet that was incorrect. Those problems mentioned and the time that the project has taken versus what we were told prompted us to request them to come on-site and speak with us. Once Clarke came out and met with us we followed up with an email as requested by their Construction Manager, we were asking for certain items to be removed from the bill and an additional discount of 10% since we are 14 weeks into what they told us was a 5-6 week job. After a week and a half their Manager finally responded with an email explaining that due to the nature of the project their completion timeline was not realistic, they are not removing the window from our bill and in fact they would be using the money to purchase the correct window. He was willing to take off $200 for their cleaning crew but we still have carpet in our closet that has been ruined from the construction process. And he IMMEDIATLY followed that up by saying there will actually be additional charges to our bill for incurred expenses and project manager cost. Clark has not held up their end of this agreement and has been unwilling to offer any solution and still does not have a realistic completion date for our bathroom remodel. We have an unfinished bathroom and a contractor that does not care.

  

  Business response

  05/16/2024

  I am reviewing the complaint.  Additionally a follow up email was received from owner Wednesday, May 15, 2024 4:08 PM below.  Since this job is still in progress I requested a phone call with owners to fully understand their complaint.  I am awaiting response.  I will update BBB after we talk and come to a resolution.  

   

  Wednesday, May 15, 2024 4:08

  Hello, 
  

  We are following up on this email again because it’s been two business days and we have not heard from anyone. It seems like there is a lot of miscommunications from what we discussed in person versus the email response we received on Monday. We were asked to summarize our frustrations and how we felt Clarke could make it right in an email as well as communicate to Terry which style window he should order as the replacement and the response we received back did not align with our discussion.
  We understand the cleaning and design fee will be removed and that the electrical outlet was a miscommunication, but we still need an update and solution on the following items:
  Towel bar for shower glass
  
  Is there any update on when this will be in stock and installed?
  Window
  
  
  Was the window ordered and when will it be installed?
  If it was not ordered, why? This was discussed in person and then confirmed via text.
  Removal of payment from invoice
  Customer dissatisfaction
  
  
  For multiple reasons stated in person as well as original email.
  We are going on week 15 now with the contract deadline passed on April 29th.
  
  
  Clarke employees have acknowledged that there is a staffing issue and project should not take this long and we were incorrectly quoted a timeline during the initial sales/planning period.
  We requested a 10% discount for our inconveniences and time shifting our work and personal things around to accommodate this project well beyond the timeline. That’s our opinion of how Clarke can make this right and gain back customer trust. You acknowledged that 3-4 weeks was not realistic, you did not acknowledge that the contract deadline has passed and if you think 15+ weeks is reasonable. This needs to be discussed and a solution addressed.
  
  We would appreciate a response to our email and solutions by tomorrow afternoon so we can keep this project moving forward and not delay any further.
  ******** * **** 

  
  

  Customer response

  05/17/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 
  
  Regards,
  
  **** ******
  

• Initial Complaint

  03/20/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I contacted Clarke Contractors the morning of 3/20 because of some water damage we experienced by a faucet left running for roughly 2 hrs in our upstairs full bathroom. They came out as an emergency service to assess the damage. We explained our deductible $4500 and all agreed that it wouldn’t be worth filing an insurance claim. ***** said it just needed to be dried out and would take a few dehumidifiers and fans over the next few days. He said the underneath of the vanity would need to be dried as well. We explained that it’s the family full bathroom and we have 3 kids one of which is 4 so we could not be without a working bathroom. My husband asked if they could just remove the budding baseboards and kick plate under the vanity so we could handle the rest. We then went downstairs to look at the ceiling damage. Again, he said if they brought in their fans/dehumidifiers it would be dry in a few days. I asked what that would cost. He said minimally $2500 if they’re just trying everything out. My husband and I decided against it and told them we were not interest in utilizing their services and that we could set up our own fans/dehumidifiers to dry it out. We went back upstairs to inform the others before they brought in all their equipment. We were SHOCKED to see they cut our vinyl bathroom floor down the middle and removed it after we very specifically told them NOT to do that because it’s our family bathroom and especially because of our 4 year old. When I confronted ***** he simply stated his interpretation was to remove it. I expressed concern and confusion as to how he could have interpreted it that way when we very specifically said not to. We asked them to leave and aren’t using their services. I contacted his manager, Mike M, and expressed my frustration. He didn’t seem to care and said he would talk to him about it. We signed an agreement but only if we enlisted their services which we did not do. They went against our direction.

  

  Business response

  03/22/2023

  Clarke Contractors, Inc. was hired with the signed contract prior to coming to the property.  We were hired for Emergency Services without the requirement of an estimate per the statement of authorization attached.  Upon arrival we started the mitigation repairs and were later stopped once owner determined our professional services were not required.  Work was completed base on the IICRC guidelines and industry standards for water mitigation and structural drying.  Clarke Contractors follow industry standard when it comes to remediating water damage.  After interviewing all employees involved it is determined we are well within our contract of services accepted by the owners.  We are aware of the owners concerns and confusion and addressed it in several phone calls before and after our visit.  If there is any further questions or concerns that need address please let me know.  I will be more than happy to address personally my direct number is *************  Jason C

  

  Business response

  04/10/2023

  I will accept the offer if the customer agree to remove the BBB claim and agrees to remove any and all  negative reviews on social media or the BBB site.  Also we will ask that the customer agrees to never discuss or disclose this complaint socially or in print of any sort.  We still hold our position that the owner signed a contract for emergency services.  Please let me know if this is in agreement and I will update the invoice.

  Customer response

  04/19/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ** ********, and find that this resolution is satisfactory to me. 
  
  I will remove my poor google review. That’s the only review I did and I will refrain from posting anything additional since we’ve come to an agreement. 

  Please update and resend the invoice at your convenience. 
  
  Regards,
  
  ******** *****
  

*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. ↩