Complaints

• Initial Complaint

  09/21/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We had our roof and some windows installed in the fall of 2020. I the spring of 2021 I noticed some of the shingles were not sealing (the shingles were flapping in the wind, I have video of this) they were supposed to come on the following Saturday and check them, nobody calls or shows up. I noticed this summer my roof is leaking in several places, once again we contacted them at their store and on the phone. We feel like we're getting the run around. They're supposed to be on the up and up, I don't see it that way

  Customer response

  09/27/2023

  The roof is less than three years old. They promised to come and look at it, but no response

  

  Business response

  09/28/2023

  Called the customer and confirmed an appointment for tomorrow September 29, 2023.

  Customer response

  10/04/2023

   I am rejecting this response because: They came out the 29th to inspect the roof.
  I'm awaiting their response as to ************* they will come and repair the roof.
  
  

  

  Business response

  10/06/2023

  We reached out to the customer and let him know that the roof service has been done. 

• Initial Complaint

  07/05/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  In October of 2019 we had a new roof put on from Key Exteriors the crew they send out only the supervisor was able to speck English the rest was Spanish speaking only the supervisor took off after he got them started on the roof and they could not understand us at all. They did not do a good job at all the roof looked bad with shingles sticking up I called the office and was told it had to relax in the sun then it would be ok. Then the gutter guys came and put on the gutters and we ask the if they were the ones we don't need to get up and clean because that is what we ask for and they said yes. Then in November when I was putting up Christmas lights I saw the gutters was dirty with leaves and stuff and had to clean them and the roof had a bunch of week spots in it. I called Key and they gave me to service and they told me they would be out in a week to look at it. Then in mid December I called because they never showed up and they told us as soon as they could they would be out that they were behind. Then we never heard anything so in February I called then they used the excuse of covid and they would be out when the weather was better. Needed to say this has been going on for a few years and then we were given a number of a ***** in Georgia and was told by her they had employee walk out and had a new crew and would fix this for us. Then I get a call from **** and was told he would come out to check it out. A guy with the gutters came out and told us we would have to clean the gutters because of the holes in it this is not what they were suppose to be. I called **** several times with one excuse after another then my Wife called and talked to **** and we sent picture to her of the roof and heard nothing back until I got a voicemail from ****************** and All we got was a bunch of double talk from him and he told my wife she was a liar. I finely had enough and told him I was going to turn it over to the BBB and if that didn't work my Attorney.

  Customer response

  07/05/2023

  Yes the roof is under warranty with a 25year warranty. I would like to have it fixed the right way. We did have a salesmen come to the door from Key and told us everything wrong with the roof and when my Wife told him they were the company that done it he told us he would check into it he is the one that had **** call us. ***************** us the salesmen don't know anything about roofs so if that is the case why are they telling us all that is wrong with the roof. This needs to be fixed.

  Thanks *********************

  

  Business response

  07/25/2023

  To address this issue, Key Exteriors did install a roof and gutters and gutter protection in 2019.  We did an inspection this summer and there was nothing wrong with either the roofing installation nor the gutters or gutter protection.  Gutter protection is designed to keep debris out of the gutter not off of the gutter protection.  All types of gutter protection require clean up at reasonable intervals.  As far as the roof goes, the customer complained about a structural cosmetic anomaly caused by the low slope of the roof, the spacing of the rafters and the thickness of the plywood.  I am sorry ****************** thought I called her a liar.  I did not, I simply questioned her understanding of the situation with her home.  She told me that every house in her addition had new roofs installed in the last year and that every single one of thm had brand new plywood installed on their roof.  I told her that I did not think that was true.  She hung up the phone and threatened to make a complaint to the BBB and contact her attorney.  We are happy to answer the ******** complaint to the BBB and his and her attorney if he or she would like to contact us.  Sincerely, ******************, ********** ************* cell phone.

  Customer response

  07/30/2023

   I am rejecting this response because:

  We did contact the business several times and they told us they would come out to look at it all they did was send out a gutter guy that told us this is the way it would be that we would have to clean the gutters. As far as them coming out to look at the roof we told ****************** that no one has come out and he told us they did then when I told him we have cameras and my wife is home all the time and no-one was out here to look at the roof that is were he got into the double talk and would not listen to anything we had to say. He also sent me a threating text and told me he would *** me for defamation if I said anything. We have tried several times with this company to get things fixed just like when they first put on the roof and water was pouring down the back corner and front corner all they told us is it had to do this before and we told them it never did and you will see in the pictures I'm sending how they fixed this problem. This company have never honor the warranty and is not a company anyone should use. All we get is one lie after another with this company.

  Sincerely *********************
  P.S. here is a copy of his message to us from Him

  This is ****************** with Key Exteriors. I want to encourage you to be careful about what you say to whom or you may have a defamation suit on your hands. My attorneys name is *************** at ******. His cell phone number is *************. Please have your attorney contact him.  
  

  

  Business response

  08/07/2023

  Mr. and ******************* made numerous complaints about their gutter protection and roof.  None of them were accurate.  We did send a specialist out to inspect all of the issues.  ****************** mentioned in his last response that he had debris in his gutter, which is not true.  Debris sat on top of his gutter protection.  Anybody who owns a home should be aware that gutter protection needs debris cleaned off at various and sundry times.  The complaints they made about the roof is that there were "soft spots" in some places.  When they did, I asked them to explain to me where they noticed these "spots", explaining that "soft spots" could be explicated by the slope of the roof, the dimensions of the rafters, the thickness of the decking, the spacing between the decking, etc.  When I tried to explain this to Mr. and ******************* they hung up the phone on me.  All of these questions are legitimate questions to ask.  We did have a specialist check on the gutter protection and the soft spots on the roof and he reported that everything was installed appropriately.  I am not sure what ******************* is referring to about her camera.  I am not sure what footage could show or prove.  Furthermore, when I asked ****************** these questions on the phone she became defensive and irate.  When I challenged some of her assertions, she instructed ****************** to hang up the phone on me.  I tried to call back and text back at least two times and they refused to respond.  I am not sure what Mr. and ******************* wants from us.  We can try to discuss any issues, but I am not sure what they would like to accomplish.  ******************, President ************* cell phone.  Mr. and ******************* may contact me at any time.  

  Customer response

  08/11/2023

   I am rejecting this response because: ****************** keeps saying he sent someone out to look at the roof the only person that came out was the gutter guy and he never got up on the roof. The reason we hung up on him is he would not listen to us at all every time we tried to explain to him what was going on he cut us off. We told him we have cameras were we can see anybody here and he did not send someone out to the house to check the roof this is a lie on his part. My wife did not get irate he would not let us talk. When we told him that we have his own salesman on camera telling us all that is wrong with the roof he told us they don't know anything about roofs so in this case all they do is lie to people to get them to buy a roof. This makes me wonder if we even needed a roof after all now we have a roof that is bad. So I guess we will have to take a ******** loss because I'm so tired of the games Mr. ********* keeps playing. I would not and will not ever us this company or recommend then to anyone.

  *******************;  
  
  

  
  

• Initial Complaint

  06/23/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  3-15-23 Contract for roof was signed with ***** week start time. 5-1-23 Called for an update and a very tentative start date if possible. Was told measurements needed taken so trusses could be ordered. Needed to change from "lean to" style roof to "*****" style roof. Would update me when trusses were ordered.No update ever came.6-12-23 ************** salesman, and **** (owner) Monday the 12th and Tuesday the 13th with no response.6-14-23 Was able to get in touch with office. Very nice lady on the telephone informed me that **** was my project manager and he would call me back. Did not hear back. Texted ****, he responded and said trusses were being manufactured. And he would call truss manufacturer.6-15-23 ************* in the morning to speak with ****************** was not in yet. Was told **** would call me back. I called back 2 hours later and could not get an answer. **** never called back.6-16-23 Texted **** asking for update on trusses. No response.6-22-23 After waiting 7.5 weeks for just a TENTATIVE start date so I can plan my summer around my house being under construction for 1-2 weeks I text **** and ask for a refund or ill contact my attorney. He says he will call me as soon as possible. Did he did not call. He texted me and said he would call sometime before 10am tomorrow.6-23 At 10am I had received no call text or voice-mail. I sent **** a text saying that he had not contacted me and that I wanted my refund in the mail. He immediately called. He informed me that he was still within his 18 week contract time and he would not issue a refund of any kind. I understand the 18 weeks hasn't expired, but I was ignored for multiple weeks by a company I paid $20,000 down to. If I can't get a response from them before the job starts, I surely won't get a response once it's finished if there's any issues. So I would rather just get my money back and find another contractor to complete the work.

  

  Business response

  06/30/2023

   We apologize that ************* feels the way he does.  We ordered all of the materials for the job, pulled the county permit.  When I contacted ************* about changing the roof style from a "shed" style roof to a "gabled" roof I was doing this based upon the recommendation of the installer who was going to do the job.  It wasn't that we "couldn't" do a "shed" style it was I made the determination that a gabled roof would not only look better but also do a better job of shedding the labor.  I did not ask ************* for more money even though having trusses custom made for his home would be more expensive.  We had a delay from the company who was to build the trusses and were waiting for them.  On Friday, June 23, I spoke to *************, he became very agitated and disrespectful.  I explained to him that we were still within the range of the contract date for completion and he demanded his money back and then hung up the phone on me.  We stand ready to do the work or handle the contract according to terms.   

  Customer response

  06/30/2023

   I am rejecting this response because:
  First, key Exteriors had not ordered material for the job. I spoke with ****, the project manager, before I filed this complaint and he informed me that nothing had been ordered. The subcontractor that key Exteriors uses to build trusses came out on 6/25/23 (after this complaint was filed) to take measurements so trusses could start to be built.

  Also, attached is a screenshot of a text message from Bill (owner) where he states the roof design had to be changed for proper slope because original design would not work.

  This company is completely dishonest and is in no way professional. 

  Since no work has been done, no material has been ordered, and the original terms of the contract cannot be completed properly (per Bills own words) I would like a full refund of my deposit. 

  My attorney has sent a letter to **** in regards to this matter since he is unwilling to work with me. 

  

  Business response

  07/10/2023

  We are cancelling his contract and refunding his deposit. 

  Customer response

  07/10/2023

   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.

  
  

  Thank you.

  Customer response

  07/19/2023

   I am rejecting this response because:
  
  Reference complaint *********** They mentioned canceling my contract and refunding my deposit, which I accepted and closed the complaint. I received only a portion of my deposit back. As mentioned in the previous complaint, **** changed the terms of the contract, I requested a refund and he said he would give it to me. But again I was lied to by this unprofessional dishonest company. I demand the rest of my deposit back otherwise legal action WILL be taken. Key Exteriors owes me the remaining $11,353.50 of my $20,000 deposit
  

  

  Business response

  07/27/2023

  Our contract states that if the customer cancels the agreement outside of any applicable rescission period, Customer agrees to pay **********************, thirty-three percent of the gross contract price as a reasonable estimate of damages. The refund ************** received was less the 33% of the contract amount. 

  Customer response

  07/27/2023

   I am rejecting this response because:
  
  **** changed the terms of the contract without my approval. The ORIGINAL contract was null and void when he changed it. I put a deposit down for the ORIGINAL contract. Since he CAN NOT complete the work to the ORIGINAL terms per HIS OWN TEXT MESSAGE, the original contract start date has come and gone, AND he said he would "refund my deposit" in his previous response, I demand the rest of my deposit back. 

• Initial Complaint

  02/15/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  We hired this company to replace four windows in our basement of our house November of 2020. We provided a down payment as required. The company then installed in the spring of 2021. They replaced three of the four windows and left the fourth window open to the elements after removing the old window. The window installer packed up the last remaining window, and left our resdidence and never returned to finish installing the last window. While installing the windows, the installers were very unprofessional and used profanity throughout the installation process. We attempted to contact key exteriors about the last window and never received a phone call back. in January of 2022, we received a bill to pay the services rendered in full. We contacted key exteriors to ask why a bill was sent when the job was not completed. After several back and forth emails and phone calls, we never heard back from this company about completing the job the last window installation was not complete as of the time of this concern. On 2/9/2023, the company called to ask if we were safisfied with the products and installation process. After speaking with the gentleman on the phone, he stated that he would have the service manager call us back the first thing on Friday morning the 10th of February. At this time, we have yet to hear anything back from this company about fixing the problem by installing the last window and giving us a discount for having the last window open to the elements for two winters and summer months. We would like the job to be finished. However, we also feel that we should have this project completed at no cost as it has cost us money to temporarily fix the problem with a window that is not able to be repaired.

  

  Business response

  04/21/2023

  We sold the ******* four basement ****** windows.  When we measured for windows for manufacturing, one of the windows we measured was in a secondary interior hidden wall, which we were not made aware of.  We installed the three windows, but could not install the fourth window because it was actually in an opening in the primary exteriors wall.  We ordered a new window for the opening; once it arrived we contacted them numerous times and emailed them before they contacted us back.  We tried to set up a time to install the window and the customer asked us for a discount.  We offered them a discount and they refused to accept it so we closed the job.  They only paid for two out of the three windows we installed.

  Customer response

  04/22/2023

   I am rejecting this response because:
  this is not true at all.  the salesman that did the initial measurements was taken into the old basement and shown were the window was located and stated that we would need to dig around the outside of the exterior of the house in order for the window to fit and then we would need to install a window well to help protect the area.   the installers showed up and actually removed the old window and then left our house with the last window.   it was over a year from the install and we received a bill for the completion of the job.  when we talked to customer service, they ensured that somebody would reach back to us within a couple of days and nobody every called us back.  at no time did we ever get a response from this company for a discount.   we then received a call from an administrator asking how our service was and when we explained the situation, we were advised that he would have the manager of the shop call us back.  this was two months an then two days ago we got a phone call saying they would like to come and install the last window for us.   we went over a year with an open window through two ******* and one summer and we had to figure out a way to put the window back in place ourselves.    the installers were a subcontractor as well and told they were not employees of Key exteriors and the language they used around my grandchildren was unacceptable.    
  
  

  

  Business response

  04/25/2023

  Listed below is the communication between the ******* and Key Exteriors. As you can see, we did offer them a discount. We never heard anything from them. They only paid for 2 windows and we installed 3 windows. We wrote off the rest. The contract was for $2500 and they paid $1250. 

  06/21/2022 Email: Follow Up To: ********************* CC: BCC: ************************ Attachment: --none-- Subject: Follow Up Body: Good afternoon ******* and ********, I hope you are doing well. The owner would like for me to send you his sincere apologies for not being able to get back to you in a timely manner, and would like to offer a discount of $400.00. We hope to finalize and complete this job satisfactorily. Please let me know if you have any questions or if there's anything else I may help you with. Have a great day and wonderful week! Best Regards, Key Exteriors Representative Key Exteriors ************ ************************ Project Task ***********************
  

  05/10/2022 Sent Email: Credit to Your Job To: *********************; CC: BCC: ************************; Subject: Credit to Your Job Body: Good afternoon ******* and ********, We appreciate your feedback and would like to offer you a discount. **** apologizes for not being able to get back to you himself. He would like to offer you a $200.00 credit to your job. Please let us know how you would like to move forward. Have a wonderful day and great rest of your week. Sincerely, *********************** Key Exteriors ************ ************************ Prospect Task ***********************
  05/10/2022 Email: Credit to Your Job To: ********************* CC: BCC: ************************ Attachment: --none-- Subject: Credit to Your Job Body: Good afternoon ******* and ********, We appreciate your feedback and would like to offer you a discount. **** apologizes for not being able to get back to you himself. He would like to offer you a $200.00 credit to your job. Please let us know how you would like to move forward. Have a wonderful day and great rest of your week. Sincerely, *********************** Key Exteriors ************ ************************ Project Task ***********************
  05/05/2022 Call cust re $200 off Project Task ***********************
  04/20/2022 Sent Email: Schedule Install To: *********************; CC: BCC: ************************; Subject: Schedule Install Body: Good afternoon **** and ********, Please contact the office to schedule us out to install your window. I am able to send someone out tomorrow should this message be received and okayed tonight. Otherwise, we will look at another day. Thank you and have a great evening. Best, *********************** Key Exteriors ************ ************************ Prospect Task ***********************
  04/20/2022 Email: Schedule Install To: ********************* CC: BCC: ************************ Attachment: --none-- Subject: Schedule Install Body: Good afternoon **** and ********, Please contact the office to schedule us out to install your window. I am able to send someone out tomorrow should this message be received and okayed tonight. Otherwise, we will look at another day. Thank you and have a great evening. Best, *********************** Key Exteriors  ************ ************************   Project Task ***********************
  02/28/2022 Sent Email: Your Window Is Here To: *********************; CC: BCC: ************************; Subject: Your Window Is Here Body: Good afternoon ******* and ********, We have been trying to reach you. Your window order has been received. Please contact the office to schedule installation. Have a great day and thank you for being a valued customer. Sincerely, *********************** ********************** ************ ************************ Prospect Task ***********************
  02/28/2022 Email: Your Window Is Here To: ********************* CC: BCC: ************************ Attachment: --none-- Subject: Your Window Is Here Body: Good afternoon ******* and ********, We have been trying to reach you. Your window order has been received. Please contact the office to schedule installation. Have a great day and thank you for being a valued customer. Sincerely, *********************** ********************** ************ ************************ Project Task ***********************
  02/10/2022 *****************-SVC-REF GERBERMIC [*******].pdf Project Cost Attachment *************************
  01/26/2022 Sent Email: Estimated Delivery Date - Key Exteriors To: *********************; CC: BCC: ************************ Subject: Estimated Delivery Date - Key Exteriors Body: Good morning ******* and ********, Thank you for choosing Key Exteriors for your home remodeling needs. Your window order, Number *******, is tentatively estimated for delivery on 2/08/2022 Once we have received your product we will contact you to scheduled install. Please let us know if you have any questions. Have a great day and thank you for choosing Key Exteriors. Sincerely, *************************** **************** Rep ********************** ************ *********************** Prospect Task ***************************
  01/26/2022 Email: Estimated Delivery Date - Key Exteriors To: ********************* CC: BCC: *********************** Attachment: --none-- Subject: Estimated Delivery Date - Key Exteriors Body: Good morning ******* and ********, Thank you for choosing Key Exteriors for your home remodeling needs. Your window order, Number *******, is tentatively estimated for delivery on  2/08/2022 Once we have received your product we will contact you to scheduled install. Please let us know if you have any questions. Have a great day and thank you for choosing Key Exteriors. Sincerely, *************************** **************** Rep ********************** ************ *********************** Project Task ***************************
  01/24/2022 Sent Email: Order Update To: *********************; CC: BCC: ************************; Subject: Order Update Body: Good afternoon *******, Thank you for choosing Key Exteriors for your exterior remodeling needs. Your order has been placed and is on track to arrive early-February. We will update you with a target delivery date once we receive one from the manufacturer. Please let us know if you have any questions. Have a great day and thank you for choosing Key Exteriors. Sincerely, *********************** Key Exteriors ************ ************************ Prospect Task ***********************
  01/24/2022 Email: Order Update To: ********************* CC: BCC: ************************ Attachment: --none-- Subject: Order Update Body: Good afternoon *******, Thank you for choosing Key Exteriors for your exterior remodeling needs. Your order has been placed and is on track to arrive early-February. We will update you with a target delivery date once we receive one from the manufacturer. Please let us know if you have any questions. Have a great day and thank you for choosing Key Exteriors. Sincerely, *********************** Key Exteriors ************ ************************ Project Task ***********************
  01/20/2022 Door-Window Acknowledgement - GERBERMICHAEL-SVC - REF GERBERMICHAEL ******* [7F7C8BCDF13849A2B9].pdf Prospect Attachment *************************
  01/14/2022 Reorder missing WIN ******************* Manager
  12/22/2021 What do we do ******** Called to collect. ******* said that **** & ***** installed 3 windows took out the 4th window and left. He said he hasn't heard back from anyone since. He said he propped the window into the hole. Project Task *************************
  

  
  

• Initial Complaint

  01/26/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Poor workmanship on roof we financed through them when fill out order for roof we haven't been given anything to sign saying job is complete and now they are sending me certified mail demanding payment.

  

  Business response

  04/21/2023

  We made a contract with ******************* and ***************************** in July of 2022 to remove and replace a roof and the soffit and fascia on their garage.  They applied for loan from *************  to pay for the work and were approved to get the work done.  Some time after this contract was signed and loan approval from ************************ purchased a new truck on credit and was approved from another bank.

   

  We installed the products in October and customer was unhappy with some aspects of the installation and we went and resolved those to the customers satisfaction.  Once these were resolved, we went to the customers house and they agreed to pay us, however, it had been long enough from the time of the original contract that *** and ****** had to re-install for the loan from GreenSky, but unfortunately, they did not get approved this time around because *** had purchased the vehicle and it had changed his credit score.  So the homeowners agreed to pay us off with a promissory note, which they refused to do.

   

  At this point our legal department is suing the homeowners. 

• Initial Complaint

  05/02/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Key Exteriors has failed to respond to my several calls and emails over the past two months. Our initial experience with them was VERY positive! But this is not at all what we know them to be like. Highly unusual.We have "crumpled" trim around our garage door that was installed by Key Exteriors in 2018 with a 10-year warranty. Damage is pictured in an uploaded letter I sent - several times. We hope to finally hear from them and would like to get this fixed.

  

  Business response

  05/03/2022

  *** & *****,

  We understand your frustration here at Key Exteriors. Our phones have been having issues and a lot of our voicemails have gone into what our old technology people claimed as a "blackhole." We have switched IT companies and have purchased new phones and have been going through a change over. For over a week our phones have been on and off working. As of Monday, May 2, 2022 they have been performing correctly. We have done are absolute best to call everyone we were able to see called in. I will let our service representative know that you have been waiting for a call. You should hear from her this week. Thank you for your patience in this time. 

  Customer response

  05/03/2022

   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.

  
  

  Thank you.

*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. ↩