ComplaintsforJenkins Restorations

• Initial Complaint

  03/17/2023

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  We hired Jenkins Restorations for a first floor remodel of our home in November 2022. They subcontracted with a painting company to perform a full kitchen remodel and replacement of our existing floor. The PM, ***** ********, was largely absent from the project and provided little oversight, which led to extremely poor workmanship at every stage. His poor management, erratic behavior, and confusing directions to his contractor, led to excessive delays, increased costs, and incredible inconvenience. We raised concerns about the poor quality work and ***** making unapproved design choices, and we were told repeatedly that "they'd take care of it." We finally spoke with his Manager, ****** ****, in mid December. ****** then assigned a new PM, ***** ********. Soon after, we were shocked to receive a new "Change Order" or contract with 40 new cost/work additions and an additional $5,700 added to our original contract! *****, with ******'s consent, then informed us that some remaining work would not be done until we signed the new CO/Contract. Because of *****' poor management, and no accountability by his Manager, we were never informed of additional work/costs, nor given the choice to approve or not any of the charges. None of the new charges had a change order. Apparently Jenkins can ignore their own contract when it suits them. Recently, Jenkins sent us a bill and is essentially extorting us with the threat of a lien on our home if we don't sign and pay them in full. When asked about the remaining work, their response is "it's in the change order." I couldn't find much of the work listed and asked them to show me specifically were it's written. They refused, confirming to me that in fact they'd been lying to us and never intended to complete the 4 remaining jobs. I also discovered an additional $983 they never disclosed or informed us about and were trying to hide it within the CO. We're willing to pay them in full, but would just like the 4 jobs completed.

  Business response

  04/21/2023

  Jenkins Restorations has only completed work that has been approved by the ********’s insurance carrier, ASI, and for items not approved by ASI Jenkins has gotten approval from the *******. Since the original construction contract was signed, there have been approved supplements through ASI presented to the ******* in the form of Change Orders. Jenkins Restorations has continuously kept communication open with the ******* about our willingness to finish our construction services for the job. On March 15th, 2023, ******* and ***************** reached out to offer final payment with the expectation that Jenkins Restorations would send signed lien releases from Jenkins Restorations and its subcontractors. Jenkins Restorations responded promptly on March 20th, 2023, stating we were currently gathering all lien release documents from our subcontractors, and we would have those available to ******* and *****************. Additionally in that March 20th, 2023, email Jenkins Restorations informed the ******* that we were presently scheduling the replacement of drawer fronts and cabinet doors like the customer requested from us and we were going to remove line items for services the ******* were now going to handle on their own. Additionally,Jenkins Restorations would subsequently prepare a new change order for them reflecting the new amount due with the items removed that the ******* no longer wish for us to complete. Presently, Jenkins Restorations is using its best efforts to work with ******* and ***************** to find the best resolution for all parties involved for services provided. 

• Initial Complaint

  03/08/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I had a mold issue at my house in Austin in November 2022. I spent weeks interviewing contractors to remediate the mold issue and reconstruct the affected area afterwards. I settled on Jenkins because I thought they could do a competent job from remediation to reconstruction in house. I stressed the importance of them coordinating with both their remediation and reconstruction teams to make sure they can work in tandem or shortly after each other to avoid the amount of time I would be displaced from my home. They assured me they could start on reconstruction after remediation occurred and that remediation would need to start first. In January 2023, I signed a contract for $10,900 for remediation to start on February 2, 2023. I asked if I could pay the 50% deposit on the day they showed up. They showed up that morning and started working for 4 hours and then I receive an email from their reconstruction division stating that I should find another contractor because they are too backed up and that the mold remediation team who started that morning would also not be able to pass clearance for mold remediation until the exterior repair was completed first. Since the mold remediation team could not pass clearance, I asked if everything they were doing that morning was pointless until the exterior was repaired. I told them to go home then until their reconstruction team could handle fix the exterior. That morning they spent 4 hours setting up their equipment, took off 4 cabinet faces, removed 1 small granite countertop, and cut a piece of carpet out upstairs. They did damage to good portions of my sheetrock that were unaffected due to improper setting up of their equipment. Jenkins wanted to invoice me $2,235 out of a $10,900 contract for 4 hours of work on a 14 day project! I refused and offered to pay $1,000 for their "work" and they threatened to file a lien on my property. The employees at Jenkins responsible for this are *********************, ***********************, and *************************.

  Business response

  03/22/2023

  Our General Manager was able to resolve the concerns of ************** directly. We appreciate the opportunity to come to a resolution.

  Customer response

  03/22/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  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

  02/27/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  In July 2022, Jenkins Restoration was hired via my insurance company (****) to assist in remodeling a water-damaged master bathroom. I was assigned a project manager and a contractor to complete the job. The price that was quoted to my insurance company for completing this job was on the lower end, and every time I picked out tile/sheet vinyl/paint, I was told by the contractor that there would be an additional fee. I paid Jenkins Restoration my deductible of $2500 plus an extra $1820 sent directly to the contractor for materials and labor not included with the original quote. Throughout August and September, I would receive messages that my materials were on order and should arrive within the next week. This continued for two months until I stopped hearing from the contractor. This was when I reached out to the project manager for an update and with concerns about the timetable. I was further instructed (weekly) form the project manager that my materials would be in within the week. By October, I realized I was getting the runaround and advised my insurance company. I was then informed that I should secure my own contractor to finish the job. At that time, the shower tiles were the only thing completed in my bathroom. Since then, Jenkins Restoration has consistently harassed me for payment on a never completed job. They continuously call my residence during working hours when I am not home, harassing my elderly mom about collections for the remainder of the job (never completed). The amount I paid the contractor was more than adequate for what was done. In all actuality, they owe me a refund for the money I paid for a job that was not completed. I have bank statements, emails, text messages, and my current contractor proving the job was never completed. As you can see from the attached emails from Aug - Oct, my materials were coming the following week. I also informed them along the way how dissatisfied I was.

  Business response

  03/21/2023

  The project manager is in agreement that there were delays to the delivery of materials that were not foreseen. It is our mission to serve every customer well and at every point, there were updates provided to the status of the work being done. While ultimately we agreed to part ways with ****************, there was still work completed that was not paid for. The attached Change Order was provided to **************** and many attempts through both phone and email were made in order to review the changes and answer any questions she had. No calls or emails have been returned to the project manager in order to resolve the claim. We understand that **************** is frustrated by the claim process and would like to work to find resolution.

• Initial Complaint

  11/09/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My condo was flooded by a construction worker on my floor (he clipped the sprinkler head) and ruined my hardwoods and every unit on my side of the floor. My buildings insurance company chose Jenkins Restoration to replace them at no cost to me. A rep from Jenkins (Robert C*****) showed me wood floor samples. I chose a hickory plank. He confirmed. He followed up a week later to confirm again. I chose the same hickory plank. He confirmed again and said products would be ordered and I would be contacted to have the installation completed. I reached out a few days ago to confirm my scheduled installation. The same rep (Robert C*****) said now they had a problem with the budget and it would now be $830 (out of pocket by me) for the hickory plank. This is a bait and switch and should not be allowed. I have emails and texts confirming everything stated above. If the flooring sample I chose was out of budget it should have never been presented to me initially. Thank you

  Business response

  11/29/2022

  ************ was shown flooring samples prior to having a finalized budget. Once the flooring budget was finalized, it was determined that the selected flooring was outside the approved budget. After realizing the concerns of ************ and the flooring budget, the project manager spoke to ************ and came to an agreement on the billing. It is Jenkins wish to work with our customers to the best of our ability and we believe we have found a mutually acceptable solution.

• Initial Complaint

  09/02/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On August 9th, 2022 a contract was signed for work on our home in conjunction with a Insurance Home Owners Policy water damage claim. The contract work was to install new tile around and above the new bathtub in guest bathroom after repairs with a drain leak. In order to get the sub-contractors scheduled we paid a down payment also on the same date of $1000.00 to authorize work and get on the work schedule. The project was unsupervised and the contractors were no skilled in the tile installation trades. The tile was provided by us the homeowners along with one corner shelf and some "*******" tile plastic edging to be installed with the tile job. Neither was installed, either they forgot or decided the job didn't need these items. The tile was installed without spacers. Red guard water proofing paint was used under the tile installation due to a unnecessary amount of thinset on the tile backer board was too thick. (This red paint was spilled in various places on the unprotected new bathtub) We had to have a plumber make a service call because all four contractors assigned to this small job were together in the small bathroom with the door closed. A result of this, they forgot about the toilet flange under cardboard on the floor (toilet was pulled to provide more room for work) and it was stepped on, resulting in the protective cover pushed down into the sewer line with nails, screws and other debris. The inspection passed with no damage, but the plumber said the tiles installed on the wall around the faucet and faucet mixer were installed wrong, not allowing enough clearance for the fixures. I am concerned I will find scratches or chips in the new tub as there was not enough protection from debris. Workers unplugged chest freezer in garage and forgot to plug back in and all food was spoiled in freezer. Link to 360 photo of poorly done job: *********************************************

  Business response

  09/19/2022

  Jenkins Restorations has been working with ****************** to resolve his concerns. We have found resolution on this matter and believe there to be no further action needed.

  Customer response

  09/29/2022

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  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

  06/21/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  We had a house fire in 2018. We hired Jenkins Restorations to rebuild our home. Our home was a modular at the time of the fire, which has a steel frame. They're engineer and architect design plans did not account for the structural design of a modular. Jenkins' engineering plans were to rebuild as a stick built home with full trusses. Modular homes have split trusses, so the weight is balanced on the center and outside walls. Full trusses concentrate the weight on the outside walls. Since the foundation for the modular offers no support on the outside walls, using the full trusses caused the outside walls to drop and the floor to hump up down the center line of the house. They attempted to fix the issue by lifting the house, building support piers with adjustment brackets on the outside foundation walls. Then, after they lowered the house back down, they were supposed to come back in and make the adjustments to level the floor. They never did this. The unlevel floors have caused issues with the subfloor humping and sloping and with the installed flooring, causing it to separate and have large gaps between the sections. It has also caused the back door to not close properly, we cannot even lock the deadbolt on this door. It has a gap at the bottom of nearly an inch where it does not close. These are the biggest issues with the house. They have dragged this out for over three years and are now refusing to respond to us. The last response we had from them was in March of this year, and gave us two options, they would come in and do cosmetic repairs or get an appraisal and make us an offer to buy the house. This tells me they are either unwilling or unable to repair this house, and we are not interested in selling the house. Selling them the house is not an option for us. We have copies of all the engineer reports, building plans, repair plans, thousands of emails, and text messages.

• Initial Complaint

  05/09/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 12/15/21 we had an insurance claim for a dishwasher leak which had caused mold issue in the kitchen island. Jenkins was recommended to us by our insurance for the mold remediation and rebuild the island. Jenkins was great to work with for the mold remediation and removal of the effected parts of the island, however the rebuild has been a different story. I have been through multiple project managers and now they are asking for payment on work that was never completed. I had asked multiple times for an itemized invoice and I was told the price was "firm" and it would not be changed even though I had been in contact with the project manager about work not being done and he said the estimate would be revised. Once a new project manager took over I then saw an itemized invoice to see the many line items that were charged but not completed. A few items include removing the kitchen counter top and island cabinets, which was not done. All that was done with the countertop was "shoring" with a 2x4 placed under the granite countertop to help level it. I have numerous emails from Jenkins employees and the insurance company about trying to resolve this issue. I will not pay for things that were not done. This sounds like insurance fraud, as the items they claim to have done on the estimate total over $2,200. I received an email this morning stating that Jenkins was going to place a lien on the property for not paying and the amount listed is back to the initial estimate amount. I have also requested multiple times from Jenkins the copy of the post hygenist report and they still have not provided this to me. I am also in the process of looking for a lawyer to help with this matter. I will gladly provide any documentation needed to prove correspondence of trying to rectify this situation. Thank you.

  Business response

  06/01/2022

  We continue to work with the adjuster and ***. **** to come up with a number that is acceptable to ***. ****. We have been working off of an estimate and scope that has been vetted and approved by the insurance company. The adjustments to the estimate have been made with advice from the adjuster for the cost of the work that was performed on the project and we have been conceding already by even negotiating it after a contract was signed with a previously agreed upon price. ***. **** has indicated to us that she is very happy with the work that was done and the guys that did the work. It is our priority to provide exceptional service to all customers and while the project manager was changed on the job, we still work to provide as seamless a transition as possible in order to complete the project satisfactorily.

• Initial Complaint

  03/28/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  After a fire in March 2021, our insurance company referred us to Jenkins Restorations. After 9 months they had not completed the work. After the first project manager showed up with the subcontractor (a painting company?), he took some notes, said it would be three weeks and then sent us an incomplete quote. After a couple of discussions, we requested a new PM from Jenkins who did a single walk through with us and then never visited the property during repairs. After 5 months of gaslighting, we discovered that all the feedback we were giving to the PM about the poor workmanship of the sub was blindly forwarded to the old PM to work out with the sub. We had to have the tiling in a hallway and bathroom redone THREE TIMES simply because the individual tasked with laying the tile HAD NEVER DONE IT BEFORE. After a significant amount of back and forth, we eventually got to a stopping point on the project and stopped the project. Jenkins handled none of the coordination with the other contractors (electrical and plumbing) and skipped large portions of the estimate (no padding under carpet, no exterior painting, no site cleanup, etc.). On top of that, they are now trying to bill us for work we directly paid the other subs as well as work that was not completed.

  Business response

  03/30/2022

  The original project manager had challenges with a particular sub including not showing up, at which point we decided to do 2 things 1. Pull the unreliable sub off the job, and 2. Change the project manager in order to better meet the needs of the customers.
  
  We understood there was diminished faith with the initial project manager due to missed deadlines in the project and the new project manager was put in place to turn the project around and better service the customers. The new project manager got another sub, had weekly onsite meetings, but there were continued complaints due to the length of the project. While there was communication to the customers on the delays, we understand we did not meet the timeline expectations.
  
  The billing has been resolved and a final statement is being sent to the customers showing a zero balance.

• Initial Complaint

  09/21/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My house had water damage in October of 2020 from a leaky dishwasher...it took these guys at Jenkins over 9 months to finish this job! The quality is so so bad. I am so deeply regretful of going with my insurance company's recommendation! The crew ran by ******************* should not even be licensed to work on anyone's home. I already have cracks in cabinet's, so many things lose and already coming apart, they were just put on 2 or 3 months ago, along with hinges put on backwards, doors that do not even push out the correct way! Paint that was never finished. The simplest things, not to mention spending $45,000 total and now they want more they are trying to take my depreciation check from the Insurance Company when I have it in writing from the Insurance Company it goes to the homeowner. I want someone to listen I have tried through calls and email reaching someone at Jenkins, the receptionist blocks all the complaint calls from getting to anyone at Supervisor level. I am at my wits end

  Business response

  10/07/2021

  Jenkins Restorations' goal is to ensure quality workmanship and exceptional customer service to all clients we work with. Our process includes working closely with both homeowners and their insurers carriers which require strict regulations put in place by the insurance carrier. At no point is any payment expected outside the scope of a contract that is signed before the project begins. We believe in exceptional customer service and encourage any additional concerns to be directed to our Branch Manager, *****************************, ************ for them to be immediately addressed.

*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. ↩