ComplaintsforCRDN of Kansas City and Southwest Missouri

• Initial Complaint

  09/24/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Our family of 7 experienced a house fire in the middle of the night on February 26, 2024. Our insurance company hired Kit Price from **** to come help us in a time of need. In a moment of a crisis, we trusted she had our best interest in mind and was the expert on this, but have come to realize she took advantage of us. Her company took our belongings and a few items that we requested for immediate return had not really been cleaned. We contacted her about our concerns but nothing was resolved. We requested additional items only to discover they also appeared to not be cleaned and items still smelled of smoke. We became very concerned with the issues of items that had been returned with discoloration, damaged, missing pieces and items that wasnt even ours. . We had a significant amount of concerns and were hesitant to trust items were being cleaned so requested all items be returned to us instead of having them stored. After several shipments and having a significant amount of issues with delivery, broken items (not from the fire), unclean items, also watched the delivery driver trip and broke an electric fireplace in our driveway. Also not securing items properly and shattering inside the delivery truck. After all of that then finding out how much they charged our insurance company out of our personal property money putting us over our limit. Now we have asked for items that were damaged, shattered, missing pieces be refunded by CRDN because CRDN did the damage not the fire. We also requested an itemized list of items discovering on the list that we were charged for items that CRDN knew were non-salvageable but still cleaned them charging us for such items that were obviously not needed like several old iPhones, tables, etc in a room the owner deemed non-salvageable and we had not marked for them to be taken. We were also charged for items on the itemized list that she refused to address with us or defended her company knowing it was just wrong!! CANT BE TRUSTED

  Business response

  10/11/2024

  I met with Ms. *** on site and we discussed that the upper part of her house was non-salvage and any items upstairs would be treated as such.  She insisted we take a full bedroom of clothing and other items upstairs that she wanted cleaned.  This was a really bad fire so there were some items that didn't come clean.  The discoloration is a a direct result of the fire.  We did not take up "all" of their personal property money.

  Customer response

  10/13/2024

  Complaint: 22335802
  
  I have reviewed the business' response and am rejecting it because:
  
  Kit Price, the Owner met with us just days after this tragic event and expressed that we had a lot more items that could be salvaged than what she anticipated upon receiving the call to help us. She also told us that we wouldnt be able to get items replaced by our insurance if it was something her company could clean. She asked that we mark things with blue tape (which she could not provide pictures of those items with blue tape when we asked) and took things that were not marked!! Her employees also broke items that she has still not replaced and when she reassessed items again after we expressed concern with damages she stated those items should have been added to our non-salvage anyway refusing to pay us for her damages. She should be responsible for replacing or paying us for those items not our insurance. She has continued to give us the run around and we feel we have been very reasonable in what we have asked for her to pay for the additional damages our items incurred after she took them from our house. Those items she deemed as non-salvaged after the fact were in an area of the house that was closed off and didnt sustain as much damage either. Due to what she charged our insurance, it caused us to exceed our personal property limit not allowing us to replace many other items. When we were having such issues we asked that all items just be returned to us instead of storing it bc we wanted to double check our items which would have cost us significantly more in the end. We turned to the experts in such a terrible situation and feel she took advantage of us. If I had to estimate, Id say they cleaned items that amounted to maybe $20,000 for $60,000. The struggle we have experienced with this company has been unethically profound and I dont want to see anyone in our situation to ever deal with this company and experience what we have. I just wanted to be compensated for the amount requested of approximately $3500 for the damages or items broken by them. She couldnt even do this in order to just put this behind us. I am ready for a resolution and dont feel we are asking to much. Best regard, **** and Danielle 
  
  Sincerely,
  
  ******** *******

• Initial Complaint

  06/28/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Had a house in fire in July 2023, insurance adjuster recommended CRDN to clean contents of house. Used based on recommendation. Took all of our things...brought back clothes still smelling like smoke, all knobs/handles broken off of furniture like dressers and chests. No charger returned with rechargable vacuum cleaner, pieces missing to pull up bar (can't buy replacements), tried to clean cloth chairs that were in the room that the fire broke out in (why????), seems like lots of wasted money trying to clean things that they knew couldn't/shouldn't be cleaned. Also had to beg for list of items cleaned and list of items threw out....no way either list could be complete....they mentioned nothing about my vacuum on either list and yet we got it back....whole thing doesn't make sense. Should have to refund us money for having to replace the things that they didn't return, like the charges and the knobs/handles that are broken...just stupid...we thought they were supposed to make things easier, not harder.

  Business response

  07/18/2024

  ********************* has never reached out to us regarding this complaint.  I will have a representative reach out to her Monday.

  Customer response

  07/19/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and we agree that we didn't reach out due to the length of time it took to get back into the house. We are just completely tired of the whole mess. We just want to alert others to the fact that this business is not careful with other peoples belongings and they will come back broken or pieces will not come back at all. Chargers don't come back and cables don't come back and it is sometimes weeks later that it is noticed. We didn't figure they would believe us if we went back to them a month later to tell them that the charger to the vacuum is missing or that the cable to one of the television sets is missing or a cable to my computer is missing....these are things that we didn't get to in the first month or so that we got moved back in because we still had workers in the house. Regardless though, broken k**** on dressers means that their movers were not careful with our things...I don't care if we have cheap furniture or not, we can't afford to replace it, so now we have to live with it. I am just wanting others to be aware! 
  
  Sincerely,
  
  *****************************

• Initial Complaint

  05/18/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On January the 23rd I have a kitchen fire, and this company came they did not leave a bid, they just took it upon yourself to take everything to ********. After they took a couple loads, she told me I did not have enough money to clean it, so she was gonna bring it back dirty, so I told her to bring it back tomorrow, so she said she would tomorrow came and she took 2 more loads out, and then she told the insurance that she wanted her money before she would bring my stuff back.Then all the boxes are marked with a q r code to see what's in them, and she will not give me the program so I can see what's in there, I got a whole garage full, that's just absolutely in shambles of what they brought back, and she just absolutely will not give me the qr code to be able to get in there to see what's in the boxes She just literally took it upon herself to do whatever she decided to do, knowing that it was wrong and took all my insurance money to where I had hardly anything left to do anything with.Everything that wasn't in boxes is ruined, and I just think there ought to be something that could be done about somebody like this. I'm sure I'm not the only one that filed the complaint against her, and I know you're not an attorney, so I know that part, but I just know there's got to be something that can be done that I could get some of my money back.I never received any paperwork at all, all I have is pictures of everything, this ruined in my garage.

  Customer response

  05/24/2024

  This is just some of the mess she left me, a disabled person who has no one to help me, 

  And like I said before, all the boxes are marked with a q are code, and she won't give me the software so I can read it to see what's in each box. So there's ***** boxes, and I am at a loss.

  Customer response

  05/24/2024

  This is just some of the mess she left me, a disabled person who has no one to help me, 

  And like I said before, all the boxes are marked with a q are code, and she won't give me the software so I can read it to see what's in each box. So there's ***** boxes, and I am at a loss.

  Business response

  05/26/2024

  We did work for ***********************.  I met with her and she signed the work authorization for this claim.  I have attached this authorization.  We were at *************************** house for 3 weeks working on getting the contents out of the house so repairs could begin.  When we sent the initial estimate the adjuster said she would be out of money if we cleaned and stored all of her items.  I elected to bring it back after payment had been rendered for costs to date.  *********************** does have money left to finish the items she has left.  She has never communicated with me she did not have the inventory of her items.  I am sending this to her.  This was a home with a tremendous amount of contents.  

  If there is anything I can do to help besides refund money for the services rendered, please let me know.  

  Customer response

  05/29/2024

  Complaint: 21729370
  
  I am rejecting this response because, they worked 2 days is said I didn't have enough money to clean the contents and I told her to bring it back and she said she would tomorrow and tomorrow came, and she took the rest of this stuff instead of bringing it back. No, I don't accept this because she's lying plain and simple.

  4 days does not make 3 weeks. Signed an authorization to say that it would be all right after she got the bed to the adjuster, which she never did, and they claimed they took so much stuff that they didn't take and they got paid for all of that, and no, there was not enough money for me to clean it because the other company that took all of my textiles charged the rest of the money.
  
  
  
  Sincerely,
  
  *******************************

  Customer response

  05/30/2024

  Every box I open up something is destroyed I had ******************************************************************************************** one of the ********************* all the cameras was in there in a tangled mess and my tablets was in there and they're all scratched up and the Canon bag is nowhere to be found I think the cameras are ok but I'm not really for sure but why in the h*** would they dump them all in a container with a bunch of junk when they were protected in a Canon bag I don't understand and every container I open up is like this every container I have to throw a bunch out all destroyed.

  Business response

  06/05/2024

  I cannot help this customer was underinsured based on the amount of items that were in their house.  Once we realized she was underinsured I did my best to have her not pay out of pocket for any items.  I did my ethical best as a business owner to make sure I did not cause her harm.  

  Having said that, we needed to be compensated for the hours we were there.  

  Customer response

  06/11/2024

  it seems I must contact an attorney because #1 that is NOT my signature allowing them to come in and take my belongings and I specifically told her and her boys to call **** at Liberty Mutual and give him a bid before starting

  They works 3 hours the 1st day and 4 the next and she told me they could not clean my things because I didn't have enough insurance so she could not clean it and I told her to bring it back and instead they came the next day and emptied the house and also there was so much that stayed here because they couldn't get it in the truck which they were supposed to bring it back NOT take any more

  Every box I have opened I have had to throw out half of it because it is destroyed I mean really look at the pictures
  

• Initial Complaint

  03/18/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  We had a garage fire and the house had smoke damage. The contractor hired them, but when I meant with them, they said I will directly responsible for the everything with CRDN. I asked for an inventory of the content. I wanted to bid an inventory list. I expected to sign a contract with them. They packed up the contents and they left. They sent pictures of items instead of a list. Some of them are not clear. Some have so many items, I can&#**;t see what the items are. I never signed a contract. I received a bill for $83,000+. I looked through the items, and I saw there were items they did not clean. They were charging me for a stove. They did not have the stove. It was still at my house and it was condemned. They came back with another list for less money. The next list showed a cleaned toaster for much more than the toaster cost. Some items were cleaned, but they did not make it through the cleaning. They went down in cost again, and they almost didn&#**;t itemize the items anymore. I realized I don&#**;t have a written contract with them. I told them to stop doing work. I couldn&#**;t afford the amount of money they were charging. I told them I do not have a contract with them. They forged my name on a contract. The local police won&#**;t do anything about it. They have all my belongs, and I probably won&#**;t get them back. She is still asking for $**,000 for items she has. She is charging me a storage unit for $900 that is bigger than needed. She did not have beds or sofas, because those were beyond repair. The wood furniture is still with her. It cost $13,000 just for inventory and evaluation. It is over $14,000 for textiles, which were at least done well.

  Business response

  03/23/2024

  I have worked with ************** at length and have had full transparancy to try and get the invoice right on this job.  We have met several times with her contractor and myself via zoom to hammer out the details of this loss.  The invoice went from ******. to ****** because she elected not to clean a large portion of the items and to come and pick them up dirty.  We did clean all of the textiles and all of the electronics and made multiple trips to deliver these items.  She has the full invoice and she has all the details for all the items.

  I have attached both the work authorization and the certificate of satisfaction.  On 12/6 ***** met with *************** and walked with her onsite to determine the scope of the loss. He and have had her sign the ipad at that time to begin work.  She is saying that she did not do this.  My territory manager cannot remember, but this is standard practice for all of our jobs to proceed.  We were onsite for three weeks packing out the items in her home.  This was a very big loss with lots of contents.  We documented everything we pulled out of this house.  ************** never told us to halt while onsite and actually made us come back to pick up items she said we forgot.  

  On 12/27/2023 ************* did sign a certificate of satisfaction which does authorize us to be paid in full from the insurance company.  I have attached that document here as well.  This would have been signed when we delivered her clothing back to her and the language is clear.

  ************** has used our invoice to be paid in full for the services we rendered and does not intend to pay us anything.  This is a class C felony in Missouri.  I have attached the specific statute for verification.  

  ************** has no problem with the items she has received, just the invoice.  The invoice will be paid in full by her insurance company as it is using standard insurance pricing.  ************** has called and offered ******. and ****** to settle this claim.  This claim will not be settled for less than the invoice to date and will actually accrue storage charges as we have it in storage until paid.

• Initial Complaint

  03/14/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  had a house fire in July 2023. I met with a rep from CRDN and was informed to place all the items I wanted salvaged in the garage. They charged for storing and resetting appliances that they they never touched. The dishwasher that they charged for still had dishes in it. The washer still had clothes inside of it. All items sat in the garage from July 2023 to March 2024. When I got the reports back several items were missing. I asked several times from July 2023 to March ******************************************************************************************* she did not want to deliver them until I had a place. But I requested for them to be delivered to a family members home that I was at until March 2024. I finally had my items delivered in March of 2024 and they delivered items that were not mine and items of mine that were broken. I specifically requested for them to salvage a family airloom, a grandfather clock that is valued at over ******** and I was notified at delivery that they did not have it. The rep who handled the transaction told me she works remotely and doesnt handle these things but she was the one who handled the entire transaction. She told me that the clock was being repaired in Kansas City but could not provide me with the company name or number. The owners son who delivered the remaining items told me that I was being emotional and that he did agree that someone stole my items and that it has happened before. He told me he would have to ask his mom who is the owner and the owner did not know. I am missing a kitchen table, an armoire, a couch, a love seat, a grandfather clock, 2 bedframes, 3 dressers, 2 bedroom end tables, a coffee table, 1 entry way table, 1 large glass TV stand, 1 entry way bench, 2 end tables from my living room, and my TV cord. I had a 3 bedroom home and they gave none of my furniture back. The only items I got back were kitchen items. All of my stuff is gone. Kit Price the owner then began sending me threatening texts.

  Business response

  03/23/2024

  I met *** onsite with *********************** to look at her contents.  This was a bad fire and I explained to her at that time that there were only sentimental items that could be taken out of her house to try with the additional items in the kitchen cabinets that could be cleaned.  I have attached text messages from July 12 and July 13 that is between us that shows ****************** knew there was very little that could be saved.  The items in the garage were not salvageable and were not taken by my company because they would not have come clean.  

  ******************** received her grandfather clock back.  It had been repaired and was in our warehouse in Kansas City.  We delivered it last Monday.  It will have to be put together and we have told ******************** we will pay the invoice.  I did not take the items she is missing and the texts show she knew they would most likely be non-salvageable items.  I told her on the phone that she could still claim these items on her insurance (most likely) but would need to call them to follow up. I have also reimbursed the insurance company for the items that were on our inventory but we did not take.  

  I did not threaten ********************.  She told the person she was talking to on the phone she wanted to come and get the clock.  She was upset and badgering my employees.  I told her  to come and get the clock. many times.  I knew she couldn't get the clock.  I was tired of her blowing up my employee over and over.  It was 7:30 of a night.  Wasn't my best moment.

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