It's never pleasant having to write a review like this, but my conscience tells me to warn people. Here is the warning.
In May of 2021, the septic system backup and flooded the bathroom and a nearby bedroom of a house that we were renting out. The repair area is about 300 square feet between two rooms.
We hired Prokleen. They said insurance would cover the entire project and it would be likely be done within a month. It's been almost five months now and the project is still not finished.
The details: initial clean up of hazardous material took about a month due to asbestos in the drywall. After the clean up, they started the rebuild. Steve, my contact, told me he would walk me through the process of choosing flooring to make sure that I did not exceed insurance coverage.
I found flooring that I liked. The flooring company manager warned that it would take several weeks to arrive due to the pandemic. He urged me to have Prokleen place the order immediately.
By phone and text, I informed Steve of the selected flooring and the warning. Steve said he would calculate costs and call me back. If we agreed, he would place the order immediately. I heard nothing from Steve over the next week, but the flooring company called to warn me that Prokleen had not contacted them. They were worried for our tenants.
I called Steve to inquire. Steve, said they had not yet placed the order because they needed to calculate the cost of the flooring to ensure it's within my price range. Unless Prokleen uses an abacus to run calculations, the explanation fails. It's only 300 square feet! Steve promised to take care of it. I was in ill-health at the time and neck deep in work and due to exhaustion, failed to follow up with Prokleen, trusting that they would take care of it. Big mistake.
Nothing from Prokleen for a month, so I called. Apparently, they had sent me an estimate by email a month prior. Why would they email without calling or texting as they had always done in the past? So much for Steve's promise to walk me through the entire process. The flooring price was $1,000 over budget.
Selecting different flooring would delay the process even longer--my poor tenants! I emailed and called Steve to complain. I agreed to the flooring because there was no time to lose in the install. My tenants were living in the living room. I told Steve I wanted to talk with him about the pricing before I paid, because it seems unfair to me. Steve promised to send someone out to talk with me. No one ever came. The build-out began.
About a month later, Prokleen accounts receivables called to collect $1850. The extra $850 was due to late payment. I said the fee was not fair because no one had come out to speak with me as Steve had promised. The clerk canceled the extra fees and said he would have someone call me to explain things. Never happened. A week later, I left another message asking for an explanation. Never got a call. I called again. No reply.
Prokleen then hired a subcontractor. They got halfway through the build-out, then suddenly stopped without explanation. I emailed Prokleen. They said they had underestimated tand would have to order more flooring. They had under-calculated the material needed. How can you miscalculate 300 square feet? I was told that the extra material needed to complete the job would cost me an extra $850, exactly equivalent to late payment fee. I got a bill for $1,852.96 -- still no one has called to have that billing conversation.
Several weeks later, I get a text saying that the material had not arrived because the flooring company had marked the order for pick-up. ProKleen refused to pick it up. I'm dumbfounded at this point.
I texted them a week later--flooring had not arrived. They assured me that it would arrive in a day or two and that they would be out first thing the next week to complete the installation. The next week came and is nearly gone. It's Thursday now. No one has come. No text. No call. No email.
Now here are the final three points I want to make. First, how on earth could they promise me that I was not going to be charged extra, if they can't even do the material math for 300 square foot installation? The fact that they got that estimate wrong tells me that any mistake that they make on their end, they expect ME to pay for. Second, why did they hire a subcontractor to complete the work? That surely raised their costs. Seems I'm having to pay that extra cost maybe...under the guise of miscalculation. Finally, the tenants moved out three months ago because they were tired of living in the living room and having no sink in the bathroom. We can't use the space until the build-out is complete.
We are now nearly five months into the process now... So Yelpers, do you think I should pay anything extra? Would you?
If you want a never ending headache and wallet-leak, I couldn't recommend a better company for the job!
P.S. I'll update this review if anything of note changes. Otherwise... read more
