Key Exteriors, Inc.

Initial Business Response /* (1000, 6, 2015/06/11) */
Contact Name and Title: Sarah ***, Office Mgr
Contact Phone: XXXXXXXXXX
Contact Email: ***@keyexteriors.com
We are sorry for any inconvenience we may have caused for this homeownerOur production manager, Rob, met with the homeowner on
6/8/and we have agreed to do whatever we need to do to resolve the issues with their roof/skylightsWe have another meeting set up this week with the homeowner to further discuss a solution and start workWe strongly believe we can resolve this situation in a manner in which the homeowner will be completely satisfied
OFFER:
We are going to perform work to solve any issues regarding the roof and skylights we previously performed work on

Initial Business Response /* (1000, 7, 2015/12/23) */
Contact Name and Title: Sarah ***, Office Mgr
Contact Phone: XXXXXXXXXX
Contact Email: ***@keyexteriors.com
Key Exteriors apologizes for any inconvenience caused by the length of time we took to take care of the customer's issuesWe
have contacted the customer and have been working with her to solve any service issues
OFFER:
We have contacted the customer and have been working with her to solve any service issues

We gave Key Exteriors a deposit to replace our soffit and fasciaBefore they scheduled a time with us, we had some hail damage and started to work with another contractor to get the hail damage fixedWhen Key Exteriors called to tell us they were going to be out that week, we asked them to put it on hold for a few days until we got the hail damaged figured outThey told us no problemOnce that was figured out, we called them twice in two weeks to set up an appointment to get what we already put a deposit on fixedThey NEVER once called us back to set up an appointment or even just to give us an updateWe were not happy and needed to move forward with the soffit and fascia so we could fix the rest of the house from the hail damageDuring the second week of no contact, we called them to cancel and asked for our full deposit back even though we signed a contractWe felt that we deserved that money because of their very poor customer service If someone would have just called us to give us an update or set something up we would have continued with themWe then requested the full refund again by email and again, instead of calling us, they sent us a letter saying they believed they are entitled to the money and were in the process of setting up an appointment when we canceled so they would not be refunding us the full amount They didn't even try to make things right with us or find a solutionDo not use Key Exteriors, the customer service is horrible and they only care about taking your money

Initial Business Response /* (1000, 9, 2015/11/25) */
Contact Name and Title: Sarah ***, Office Mgr
Contact Phone: XXXXXXXXXX
Contact Email: ***@keyexteriors.com
As the customer stated in his complaint, his roof leaked after the worst storm of in JulyWe only installed the skylight
and we did go out to make sure the skylight was sealed correctlyAfter the initial visit to the customer's home, the homeowner did not call us back until 9/15/when he called to tell us he would be suing us in the futureAt the time of the call the office manager asked what Key Exteriors could do to helpThe customer declined help from our company at that timeThe skylight manufacturer, Velux, never contacted Key Exteriors about any installation issuesThe customer then decided to hire a different contractor (not the manufacturer), to install new skylightsOnly after the customer had already taken out the skylights installed by our company did he come to our company with a report on what was wrong and offer to bring our skylights that had been removed and ruined by the new installation back to us
OFFER:
Key Exteriors is willing to review the Velux report the customer receivedKey Exteriors does not feel we were given ample opportunity to resolve any issues this customer was having before he decided to ruin our work and have someone else install new skylightsWe would like to come to an amicable resolution to this issue, but feel it is unfair to our company to ask us to give money back when we were not given the opportunity to fix any problems
Initial Consumer Rebuttal /* (3000, 12, 2015/12/05) */
(The consumer indicated he/she DID NOT accept the response from the business.)
A skylight that leaks only during storms is not acceptableKey Exteriors was called first in August and claimed the skylights installed per Velux specificationsThis was not the case as shown by Velux reports, pictures of the Key Exterior installation on my roof and Velux installation instructionsCritical to this conversation is that I did not receive the Velux year No Leak warranty as sold to me by the Key Exterior SalesmanThe Velux factory report lists major sealing faults with the Key Exterior installation, the most important being skylights that did not fit my roof openingBarry *** (Velux Representative)told me that the old skylights would cause so much condensation that my ceiling would be ruinedTo that end Velux would not warrant the old skylights on my roof even if reinstalledThis drove me to replace the skylights with smaller units and to use Velux Certified installers
I did not use Key Exteriors as they demonstrated that they did not have the skill set to install new units to qualify for the Velux extended warrantyTheir salesman initially sold the wrong units, their installers did not seal the skylights properly and their most skilled Manager could not identify easily recognized installation faults
As a final settlement, I would return the Skylights to Key ExteriorsThey were removed without damage and could be reinstalled with a new installation/ sealing packageI would be refunded $of the initial $ Key Exterior initial chargeI would be willing to submit to binding arbitration
Final Business Response /* (4000, 14, 2015/12/17) */
Contact Name and Title: Sarah ***, Office Mgr
Key Exteriors stands by our statement that we were not given ample opportunity to rectify this issue with the homeowner before he took the matter elsewhereWe feel it is unfair to ask anything of us for that reasonHad the homeowner contacted us before, during or after the Velux inspection asking us to fix or something, we would have been more than happy to find an amicable solution, however we were not given that opportunity
OFFER:
Final Consumer Response /* (4200, 16, 2016/01/04) */
(The consumer indicated he/she DID NOT accept the response from the business.)
It appears that we are at an impasseI stand by Barry Wagoner's (Velux Factory Senior Sales Representative) explanation that Key Exteriors sold me the wrong skylights and installed them incorrectlyHe made it clear that if I wanted the Velux year "No Leak Warranty" that I could not use the large skylightsI was required to buy significantly smaller skylightsI would like information on what the next steps are to take my dispute to binding arbitrationThank You *** ***

Key exteriors has quality productsThere was a minor issue with installation of windows, but was quickly and satisfactorily resolvedOverall good experience Staff courteous and helpful

Initial Business Response /* (1000, 6, 2015/12/31) */
Contact Name and Title: Sarah ***, Office Mgr
Contact Phone: XXXXXXXXXX
Contact Email: ***@keyexteriors.com
Key Exteriors did roll the amount owed into a new project for the customerKey Exteriors did not perform the second project,
therefore, the amount of $1,is still owed to Key Exteriors for the original project where the work was performed
OFFER:
Key Exteriors is willing to work with the customer to come to an amicable solutionThe office manager spoke with the customer the week of 12/21/and has not come to a conclusion because the owner needs to be involved and is out of town for the holidaysWe are positive we can work with the customer to come to a mutually beneficial solution
Initial Consumer Rebuttal /* (3000, 8, 2016/01/04) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Key Exteriors did roll the amount of $1,into a new contract on 3-11-They did start in the to weeks as statedI did not hear from them until 11-They broke their own contract,
Final Business Response /* (4000, 10, 2016/01/12) */
Contact Name and Title: Sarah ***, Office Mgr
Key Exteriors stands by our statement the amount of $1,is owed to the company in the consumer's name form the original jobRegardless of whether or not a second job was performed, the $1,remains owed
OFFER:
Key Exteriors is willing to do work on the consumer's home for the second contract, but still need to be paid in full for the first contract
Final Consumer Response /* (4200, 13, 2016/01/17) */
(The consumer indicated he/she DID NOT accept the response from the business.)
It was the Key Exteriors rep who moved the $from the first contract to the secondSince the second contract was not even started, Key Exteriors broke the contract

I had a contract with Key Exteriors for a wall rebuild and kitchen remodeling. The owner prepared the contract without pulling off siding or inspecting the wall to see how much damage there was. After the work was completed by a contractor the owner charged me approximately $3000 more than the amount of the contract because the contractor had to spend more time and money on materials than the owner anticipated. He took no personal responsibility for not doing any inspections before he rushed to write a contract.

I also had a similar experience with a contract for a roof. Again, the contract was rushed through without any inspection of the roof. Again, I had to pay more money than was in the original contract because the contractors needed to replace the roof as well as shingles

[redacted]

Initial Business Response /* (1000, 6, 2015/07/06) */
Contact Name and Title: Sarah [redacted]
Contact Phone: XXXXXXXXXX
Contact Email: [redacted]@keyexteriors.com
Key Exteriors apologizes for any miscommunication that may have occurred with this customer. Our owner, Bill [redacted] and production...

manager, Rob [redacted] visited this homeowner at their residence the week of 6/22 and discussed the service issues in question. All of Key Exteriors' obligations to the homeowner have been met and mutually agreed upon by both parties.
OFFER:

After all the high winds caused damage to our original roof, we spent a considerable amount of time picking out a company to replace our roof. Our final decision was Key Exteriors. I am so glad we went with them. They sat down with us, helped us pick colors, explained in detail what the process would be, and they started on time. They were here almost a week. They did a pretty good job cleaning up around the house, but I'm still finding staples every now and then and I also had to clean up a couple shingles that got hidden in the bushes. The crew was very friendly and answered any questions I had. We will be using this company again for future needs.

Customer service is definately not part of Key Exteriors service.It was exactly 4 months from the time I signed the contract until the work was finished except for replacing a defective storm door window and replacing a window screen that came with the window and was about 8 inches too small. It has been another month waiting for these replacments. I have called many times getting one excuse after the other for the delay. I have requested call backs from the owner with no response. I am anxious about what response I can expect when winter comes if the windows and doors aren't done right. I tell and will continue to tell friends and family GO SOMEWHERE ELSE if you want good customer service.

We had almost everything replaced on the exterior of our home, except for the roof. Katie, the interior designer, pulled together colors and textures that we absolutely love. I think this part of Key Exteriors (the interior designer) is what sets their company apart from the others. Our Vanguard triple pane windows were installed first and the workers did a wonderful job in such a short amount of time. The first night with the new windows, we immediately noticed no outside noise from vehicles driving past. Love them!! The siding and faux stone (can't remember the name) were put on next with a master installer. Again, these two items were top of the line and it is noticeable from neighbors and friends that "check it out". People have actually had to touch our faux stone to see if it isn't the real thing. We also added new gutters (6 inch) and the leaf guard for them. I never thought gutters would make such a difference in appearance. Our downspouts matched our gray siding which added to the look. I know that there were many other smaller details that I am forgetting because the total look is fantastic. Bill K would stop by unexpectedly and walk around the house. If a minor detail needed attention or changing, his experienced help would attend to it immediately. This whole process was such a wonderful experience for us, and we would highly recommend Key Exteriors.

I got a new roof installed with a life time warrenty ang had a problem so I called them and for 2 months all they did was give me the run around and never did take care of the problem.You call pay for a life time warrenty but if they do not honor it then you wasted your money,Will never do business with them again.

In early August of 2014 we had agreed to have Key put on a new GAF roof and set the install to start mid Sept. The contract we signed stated that the work would be started 6-8 weeks from the date we signed the contract. The crew (who was not an employee crew but subcontracted one) finally arrived the last week of Oct., 12 weeks after we signed, and finished the beginning of Nov. It was cold immediately afterward so the adhesive didn't have a prayer of sealing the shingles to the roof before the winter set in. The spring winds blew the shingles up on the west roof of the house twice and with reluctance a "foreman" named Rob came out for the repair. Oh, by the way, my house is almost 40 miles from the company office in Ft. Wayne. Doesn't matter. The spring of 2016 the roof had developed a serious leak. "Rob" arrived and placed a "temporary" repair where the leak seemed to originate. This repair failed to stop the leak so I sent a text to "Rob" on July 20 about this. NO response. Called the office a few days later and asked for him to call me. NO response. Little bit angry so on Sept. 27 sent a detailed text. Still no response. At that point I called GAF and they sent a rep. from Noblesville (65 plus mile drive mind you) who was on my roof and quite miffed that Key was so pathetic responding to this problem. I finally was fed up enough that I hired a local handy man to fix my roof and paid for it out of my own pocket. So now the winter is here and what happens? Dec. 7 an employee from Key calls me and wants to set a time to fix my roof. And how is any adhesive going to seal when today the temp. high is 31F. UNFREAKING BELIEVABLE. The business must have slowed down so much now that they can finally get to little ole me. Don't ever let anyone from Key sell you anything or work on your house. Disappointment is all you will pay for. They are beyond terrible at communication and just forget any sign of decent customer service after the sale.

Initial Business Response /* (1000, 5, 2016/06/16) */
This homeowner signed a contract with Key Exteriors on May 18, 2016. The customer waived their right to rescission by signing the contract that had "N/A" in the rescission date box. The rescission was not given because according to Indiana law,...

if the customer seeks the company out, the rescission period may be waived. The office began processing the order on May 19, 2016. The processing included running the client's credit card which she had given the information for and permission for on the contract she signed. On May 21, 2016 the office received a written notice in the mail postmarked May 20, 2016 from the client stating she wished to cancel her contract. On May 24, 2016 the office sent an email and on May 25, 2016 a letter stating the client owed [redacted] of her contract price if she truly wished to cancel the contract. On June 1, 2016 the client called referencing said letter and demanded a full refund. The office manager explained the contract to the client stating we would refund the deposit less the [redacted] owed to Key Exteriors. On June 6, 2016, the office cut a check to the client for the amount owed back to the customer. This homeowner signed a legally binding contract agreeing to waive their right of rescission and Key Exteriors refunded all money owed back to the customer. Attached is the conversation the office manager had with the customer regarding cancelling and the [redacted]
Initial Consumer Rebuttal /* (3000, 7, 2016/06/16) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I entered my request on angie's list and key exteriors contacted me.
l did not seek the compamy out. I am entitled to a full refund under in and fed law.
Final Business Response /* (4000, 9, 2016/06/30) */
The right to cancel applies only to "home consumer transactions" as defined by Indiana Code section 24-5-10-3. This section does not apply when, as here, the consumer solicits the contact. Moreover, the section does not apply when a consumer responds to advertising (in this case, Ms. [redacted]'s response to Angie's list advertising). Ms. [redacted] requested the contact through Angie's list, Key Exteriors did not initiate it, and thus there is no automatic right to cancel. The contract correctly shows that no right to cancel existed. Key has refunded the appropriate amount based upon the contract terms, and therefore makes not further offer. Attached is a copy of the statutory provision.

Initial Business Response /* (1000, 6, 2015/10/12) */
Contact Name and Title: Sarah [redacted], Office Mgr
Contact Phone: XXXXXXXXXX
Contact Email: [redacted]@keyexteriors.com
Key Exteriors apologizes for any inconvenience caused by not completing the job to the customer's satisfaction the first time we...

worked on it.
OFFER:
Key Exteriors has talked to the customer and come up with an amicable solution of refunding a portion of what was paid.

Initial Business Response /* (1000, 5, 2017/03/03) */
Dear [redacted], First of all I want to say, "thank you," for your business and apologize for any problems we may have caused you. In regards to the original work order, dated 7/25/2015, in regards to Date worked expected to start it says ASAP. The...

portion of the order that included gutter replacement, adding an additional down spout and installing new gutter apron because none had been installed when the roof was replaced, was completed 8/12/2015. The portion of the order than included installing the Leaf Solution was installed on 8/17/2015 which was less than 21 business days.In regards to portions of the Leaf Solution being improperly installed, I apologize and am glad we were able to resolve that issue. In regards to your call over the weekend of 2/11/2017 & 2/12/2017, we opened and listened to your voicemail on Monday, 2/13/2017, called you the same day and set an appointment for service manager, [redacted], to [redacted] the issue on 2/21/2017. During his inspection, [redacted] found that the leak that you had contacted Dahm Brothers Roofing to fix had the same origin, i.e. the roof that was on the home when you purchased it was improperly installed. The shingles were butted together, rather than installed in stair step fashion per Manufacturer and Indiana Building Code requirements. Further the shingles did not overlap the flashing as required by Code. Both of these improper installation errors cause leaking. [redacted] did try to effectuate a repair. I apologize if [redacted] came across as adversarial. You called the same day to voice your concerns. Your were in queue to be called. I apologize if not contacting by business day's end was the cause of your same-day Revdex.com complaint, however, I am glad that I was able to reach you on 2/23/2017 (the day we received the paper copy of the complaint from the Revdex.com). We are looking forward to visiting again on Tuesday, March 6, 2017 between 11:00 A.M. - 12:00 P.M. to see how we may help you resolve your issues. Thank you again for your business. Sincerely, [redacted] President.

Initial Business Response /* (1000, 5, 2015/10/01) */
Contact Name and Title: Sarah [redacted], Office Mgr
Contact Phone: XXXXXXXXXX
Contact Email: [redacted]@keyexteriors.com
We experienced several delays in the delivery of this customer's door. The delays were due to the factory getting behind and the...

fact that the homeowner chose a custom-made door with blinds built in. We contacted the customer a week before we did receive the door to apologize and discuss the delays. Although the customer was frustrated it had taken so long, she did not express any desire to cancel her order. We called the customer within 3 business days of receiving her door to schedule installation. When our installer called to schedule the installation, the customer denied scheduling and requested to talk to our production manager because she wanted a discount for the delay. When our production manager called her, she then told him she wanted to cancel the order. The owner, Bill [redacted] called the homeowner the next day to discuss the situation and she refused to reason with him. The customer then had another contractor call the owner and tell him she did not want our services and they were installing a door for her. Seeing as how our contract is not with the other contractor, the owner declined to talk to him about the customer's contract.
OFFER:
Key Exteriors stands ready and willing to complete the installation of the custom-made door we have for the customer.

To those prospective customers who are looking for a respectful and confident company to assess and remedy your exterior needs, Key Exteriors of Fort Wayne is second to none.
When Key Exteriors arrived at our home their professionals began removing the old siding. In doing so, the outside spigot was broken and began spraying water inside our laundry room. I was notified immediately by Key Exterior professionals. I arrived home on my lunch break to find an 1 to 1.5 inch in our laundry room. Immediately, I stepped into and soaked my shoes while turning off the master water valve. The foreman on the job was extremely apologetic about the incident. Luckily, I had a wet/dry vacuum available to remove 99% of the water on the laundry room floor. Key Exteriors was also notified and they immediately contacted Stanley Steamer to assess any damage done. As a result, Stanley Steamer determined that the water removed quickly enough with just minor damage done to the drywall and insulation. The Key Exteriors professionals took extra time to sop up excess water by pulling out both the washer and dryer and placing them back their original locations. Not an easy task!!
For the remainder of the day, my wife and I found out that the water feed to the spigot had been patched with a shut off valve. Unfortunately, we found out that our water softener valve had been adjusted by Key Exterior professionals and began to leak. As a result, my wife and I contacted a professional plumbing company located near us to fix the issue.
I contacted Key Exteriors regarding the errors. They were extremely sincere and graciously remedied both errors in a timely fashion.
My wife and I have been very impressed by Key Exteriors professionalism and quick responses that arose with this particular job. My wife and I anticipate continuing to do business with Key Exteriors in the future.

Initial Business Response /* (1000, 5, 2016/09/01) */
Key Exteriors did enter an agreement with this homeowner to replace gutters and install gutter protection on June 16, 2016. The proposal did state it would be 4-8 weeks to project completion. Key Exteriors is very busy and does their very best...

to communicate with customers when timelines change for their projects. Key Exteriors is very sorry the delay was not communicated to this consumer. We spoke with this consumer several times and on August 23, 2016, the homeowner agreed to continue to have the work done. The gutters were replaced on August 30, 2016 and the gutter protection is scheduled within the next two weeks. Again, Key Exteriors apologizes for any lack of communication of our part and we are positive this homeowner will be pleased with the finished product.