King REM & Construction

Patty M.

I would definitely recommend this Company. Both Randy and Butch worked on my project and made sure it was completed to my satisfaction. They went above and beyond for me!

Meana K.

I did not choose King REM, they were assigned to me as part of a home purchase and installation order from Home Depot.

The positives:

1) The administrative folks who manage the calendar and call to check on service orders -- both the women I've dealt with were great. In fact, they've been sympathetic and seemingly wanting to remedy the issues I had.

2) Overall, everyone I've interacted with there has been friendly. They are not assholes, but they need a lot of improvement as a company.

3) Luke sent one of his staff back to my house early one morning to drop off the alarm system sensors Luke had taken with him when he removed my old door. I could not set my alarm without the sensors, and I was about to leave town for 10 days. Not only were they delivered early the next morning before my flight out of town, but they had replaced the adhesive strips on the back of the sensors. I appreciated this very much.

4) They tried to do right by me after the many mistakes that were made, but why in the world is it so difficult? I have no doubt they are honest and have good intentions, but my experience was one disappointment after another.

The negatives:

1) They confirmed multiple appointments for which they simply didn't show up. Repeatedly. From the very first time where they were scheduled from 2-4 on a Saturday and I got an email the following Wednesday asking to reschedule. This trend continued pretty much with every follow up appointment we had. Three times, I was confirmed for 7am appointments with Luke for which I was awake and ready and had my dog crated, only to sit around feeling my time was not respected or valued. One time he showed up nearly 2 hours later only after I had called. Another time I called him and he said there was a lot of traffic and the freeways were shut down so he'd come in the afternoon. He never did. The third time, another person showed up but also 1.5 hours later. To give credit where it's due, Luke did arrive about 30 minutes early once -- but that does not make up for all the times he simply didn't show up or arrived late.

2) The original appointment from King REM was handled by Butch who took measurements so that I could order my new front door from Home Depot. When I asked him about the measurements which seemed wrong to me, he was dismissive. Spoiler alert: I was right, his measurements were way off. This came at a major cost to me -- the incorrect measurements cost me a lot of money for a ""custom"" sized door, plus months of waiting for the correct size door to arrive once the mistake was finally confirmed. I still have the custom sized door in my garage and haven't yet gotten a price adjustment/refund or removal of it from Home Depot.

3) Luke came to do the installation of the front door. I gave him the backstory and mentioned my concerns about the measurements and the size of the door and I acknowledged that my basic knowledge of using a measuring tape doesn't meet construction expertise standards, but it seemed wrong. He told me that guy was probably not working for him anymore and proceeded to remove my existing front door and the frame and trim around it. When he was ready to install the new front door, lo and behold, it was completely the wrong size. He was able to re-install my old door for the time being but there was a gap about an inch wide around the door due to the removal of the frame. Guess who paid an extra $500+ in heating costs over winter as it took 2 months to get my new door installed? That's right, a very unhappy me.

4) Luke made several comments to me and to his colleagues about how distracted he was by my ""cute smile"" and ""pretty face"" and how this caused him to forget to confirm measurements before removing my door. Inappropriate and unacceptable. He is a professional service provider and should not make me uncomfortable in my own home and try to deflect his mistake -- even if he believes himself to be humorous and friendly. Not cool man. Do your job, don't comment on a customer's appearance. Flirting is not part of the job.

5) When they came back eventually to install the correct door, they left without completing the job. They stated they'd be back the next week when I was back from a trip. The attempted rescheduled appointment was missed. They took 6 weeks to call again.

6) They called to schedule another appointment with Luke at 7. At 8:30, it was not Luke who showed up but Butch who was the original measurer. He was there to install the peephole, but was not told he would be installing the trim as well and had to call the office to make sure that was correct. Thankfully he was able to install the trim and peephole (OFF-CENTER!!! by 1 inch!!! ). How do you get such a basic measurement wrong??

7) Butch seemed surprised to hear his original measurement was incorrect. Clearly, there's no real communication about what's scheduled nor do they seem to share information to learn from costly mistakes they've made.