ComplaintsforKRB Industries LLC

• Initial Complaint

  09/28/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Brian K*** came to my home on 8/29/23 to remove a leaky toilet from my bathroom, then open the wall and floor and remove mold. He provided no written estimate at the time he was hired but said it would cost about $2,000 and required a deposit of $1,000 in cash up front which I paid and received a receipt for. I told him I was allergic to mold and he said I should leave the house when he starts working. He said part of the vanity would need to come out too. I left the house and got a call from my son while I was gone that Brian left and wanted me to call him. When I returned home, the toilet had been removed, the wall was exposed with mold and part of the floor was removed. (I have photos because it is still like this right now). When I called Brian he said there was mold everywhere and it was going to cost more money because he would need to put on a full hazmat suit and the mold was probably behind the vanity and the shower too. He said he guaranteed that it was behind the vanity and he hammered a hole into my vanity but there wasn't any mold. He said he would fix that. He asked me to reach out to my insurance again and I had the claim reopened. They paid another $1,500 but Brian had to speak with the adjuster and create a proper estimate in which the amount totalled $5,500. When the second check came in from my insurance company he said it was $1,500 lower than his estimate and we would have to work something out. At that point I found another contractor who provided a proper estimate up front and is scheduled to complete the job on 10/2/23. I reached out to Brian and let him know I hired somebody else and would like a return on my deposit in the amount of $800. He sent me a bill for $15. His bill includes removal of mold, time for dealing with the insurance adjuster and company and removal of the toilet at $150 which was $75 on his estimate.

  Business response

  10/01/2023

  I, Brian K*** President of KRB Industries, provided a verbal estimate of ****** ******* bathroom on 08/11/2023. This estimate included replacing a leaky toilet, replacing laminate flooring, and repair to the wall behind the toilet. There was water damage from the toilet at the base of the wall although without further intrusive inspection there were no indications that mold would be present, this is reflected in my estimate. The total estimate that ****** ****** was given was in the amount of $2,000. I required a $1,000 deposit which was paid. Upon taking out the toilet the poor integrity of the wall and mold concern became apparent. After finding this I called ****** ****** back to her residence to show her the mold issue that was uncovered. It is at that time when the photos attached were taken. I stated that in my professional opinion she had a black mold issue that progressed from behind the shower, around the wall to behind the vanity. There was in fact mold growth behind the vanity which would then need to be removed. There was also mold growth on the floor and subfloor. After this interaction, I verbally suggested that she call her insurance company back. On 08/28/2023, I provided ****** ****** with an additional written estimate of work to be performed in the amount of $3,200 making the total estimated amount due $5,500. On 08/30/2023, I contacted the insurance company for the first time to ensure a proper estimate. On 09/11/2023, ****** sent me a photo of the insurance payout totaling $3,661.33 which did include the company subtracting the deductible and the depreciating value of her home. This is why there was a $1,539 deficit that needed to be covered by the client. On 09/14/2023, I contacted ****** ****** via text to set up a time to finish the renovation. I also called on 09/15 and 9/17 and left voicemails each time. It was not until the 20th of September that I received a text message relinquishing KRB Industries of the job. ****** ****** then requested a refund of $800 of her $1000 deposit, leaving a $200 payment. As a professional I find the assumption that the work and time put into this client's renovation being valued at $200 quite insulting. You will find depicted in the invoice sent that I billed the hourly rate of $55 accordingly. The invoice attached was for $1015 which included only the work done and left $15 after deducting the deposit. I am not seeking reimbursement from this client although I will not be refunding ****** ****** her requested amount.

  Customer response

  10/03/2023

  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint. Mr. K*** spent about an hour in my bathroom.   He removed the toilet, part of the wall and part of the floor and hammered a hole in the wall during that time.  He did not replace the toilet, the wall or the floor.  At this time he recommended that I contact my insurance company because it was going to be a bigger job than expected and he wouldn't know how much it would cost until he started working on it.  When I reached out to my insurance agent they said the adjuster wanted to speak with Mr. K*** directly in order to reopen my claim for processing.   When the second check was received I texted him and he said it was $1500 lower than the estimate he provided to the insurance company but we would have to work something out.  Yes he did try to reach me again but I was tired of trying to work out a price and needed the bathroom finished.   My bathroom is almost done now and I don't believe $1000 worth of work was completed by Mr. K***.  I would agree to $500 and $500 returned from the deposit and apologize for coming across insulting.  It was not the intended purpose of this complaint.   Regards,  ****** ******

  Business response

  10/06/2023

  Per ****** ****** secondary complaint, she stated “He removed the toilet, part of the wall and part of the floor and hammered a hole in the wall during that time.  He did not replace the toilet, the wall or the floor.” This is correct, and I billed accordingly. I indeed removed her toilet, removed the wall from the shower to the vanity along with her flooring. There were additional costs associated with the disposal of material and time spent communicating with the insurance adjuster. This is all documents in the previously attached invoice. Concurrently after the demolition of the wall is when the initial mold issue was discovered. This was the reason for the hole being put in the vanity.  This was necessary to show the movement of mold behind the vanity as the extent of the mold needed to be assed in order to do proper mold remediation. This is an imperative measure that any business would need to take as even a small amount of mold being left behind could lead to rapid regrowth consequently leaving the owner in the same position as before. Therefore, to continue the evaluation of ****** ****** bathroom the hole placed in her vanity was a crucial step in the continuation of her renovation. Due to the discoveries, the vanity would need to be removed anyways to completely irradiate the mold, although due to the relinquishment of responsibility of KRB industries on this job the vanity remained in the state as shown in ****** ****** Images. KRB industries has had a spotless reputation and refuses to provide inadequate or impartial work. We strive to give our customers a timely, cost effective and beautiful renovation that will last them for years to come with no further concerns. In the almost 16 years of business, we have never had a complaint as such in regard to improper billing. As a matter of fact, we often do additional low-cost work to those who continue to be loyal customers as they are highly valued to us. For example, ****** ****** had a same day plumbing concern that was addressed for $20 which is typically a $85 flat rate job due to her family being long standing customers. As stated in the previous correspondence KRB Industries will not be refunding ****** ****** any portion of her deposit as it was used to cover the invoice. We will unfortunately be implementing stricter customer policies going forward to avoid any further conflict. This will be my last correspondence on this issue. 

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