In early August of 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-weeks from the date we signed the contractThe crew (who was not an employee crew but subcontracted one) finally arrived the last week of Oct., weeks after we signed, and finished the beginning of NovIt was cold immediately afterward so the adhesive didn't have a prayer of sealing the shingles to the roof before the winter set inThe 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 repairOh, by the way, my house is almost miles from the company office in FtWayneDoesn't matter The spring of the roof had developed a serious leak"Rob" arrived and placed a "temporary" repair where the leak seemed to originateThis repair failed to stop the leak so I sent a text to "Rob" on July about thisNO responseCalled the office a few days later and asked for him to call meNO response Little bit angry so on Septsent a detailed textStill no responseAt that point I called GAF and they sent a repfrom Noblesville (plus mile drive mind you) who was on my roof and quite miffed that Key was so pathetic responding to this problemI 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? Decan employee from Key calls me and wants to set a time to fix my roofAnd how is any adhesive going to seal when today the temphigh is 31F UNFREAKING BELIEVABLEThe business must have slowed down so much now that they can finally get to little ole meDon't ever let anyone from Key sell you anything or work on your houseDisappointment is all you will pay forThey are beyond terrible at communication and just forget any sign of decent customer service after the sale
Initial Business Response / [redacted] (1000, 6, 2015/07/06) */ Contact Name and Title: Sarah [redacted] Contact Phone: XXXXXXXXXX Contact Email: ***@keyexteriors.com Key Exteriors apologizes for any miscommunication that may have occurred with this customerOur owner, Bill [redacted] and production manager, Rob [redacted] visited this homeowner at their residence the week of 6/and discussed the service issues in questionAll of Key Exteriors' obligations to the homeowner have been met and mutually agreed upon by both parties OFFER:
I got a new roof installed with a life time warrenty ang had a problem so I called them and for 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
Initial Business Response / [redacted] (1000, 5, 2016/06/16) */ This homeowner signed a contract with Key Exteriors on May 18, The customer waived their right to rescission by signing the contract that had "N/A" in the rescission date boxThe rescission was not given because according to Indiana law, if the customer seeks the company out, the rescission period may be waivedThe office began processing the order on May 19, The processing included running the client's credit card which she had given the information for and permission for on the contract she signedOn May 21, the office received a written notice in the mail postmarked May 20, from the client stating she wished to cancel her contractOn May 24, the office sent an email and on May 25, a letter stating the client owed [redacted] of her contract price if she truly wished to cancel the contractOn June 1, the client called referencing said letter and demanded a full refundThe office manager explained the contract to the client stating we would refund the deposit less the [redacted] owed to Key ExteriorsOn June 6, 2016, the office cut a check to the client for the amount owed back to the customerThis homeowner signed a legally binding contract agreeing to waive their right of rescission and Key Exteriors refunded all money owed back to the customerAttached is the conversation the office manager had with the customer regarding cancelling and the [redacted] Initial Consumer Rebuttal / [redacted] (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 outI am entitled to a full refund under in and fed law Final Business Response / [redacted] (4000, 9, 2016/06/30) */ The right to cancel applies only to "home consumer transactions" as defined by Indiana Code section 24-5-10-This section does not apply when, as here, the consumer solicits the contactMoreover, 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 cancelThe contract correctly shows that no right to cancel existedKey has refunded the appropriate amount based upon the contract terms, and therefore makes not further offerAttached is a copy of the statutory provision
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 to 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 / [redacted] (1000, 5, 2017/03/03) */ Dear ***, First of all I want to say, "thank you," for your business and apologize for any problems we may have caused youIn regards to the original work order, dated 7/25/2015, in regards to Date worked expected to start it says ASAPThe 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/The portion of the order than included installing the Leaf Solution was installed on 8/17/which was less than business days.In regards to portions of the Leaf Solution being improperly installed, I apologize and am glad we were able to resolve that issueIn regards to your call over the weekend of 2/11/& 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/During his inspection, [redacted] found that the leak that you had contacted Dahm Brothers Roofing to fix had the same origin, i.ethe roof that was on the home when you purchased it was improperly installedThe shingles were butted together, rather than installed in stair step fashion per Manufacturer and Indiana Building Code requirementsFurther the shingles did not overlap the flashing as required by CodeBoth of these improper installation errors cause leaking [redacted] did try to effectuate a repairI apologize if [redacted] came across as adversarialYou called the same day to voice your concernsYour were in queue to be calledI 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/(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, between 11:A.M- 12:P.Mto see how we may help you resolve your issuesThank you again for your businessSincerely, [redacted] President
In early August of 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-weeks from the date we signed the contractThe crew (who was not an employee crew but subcontracted one) finally arrived the last week of Oct., weeks after we signed, and finished the beginning of NovIt was cold immediately afterward so the adhesive didn't have a prayer of sealing the shingles to the roof before the winter set inThe 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 repairOh, by the way, my house is almost miles from the company office in FtWayneDoesn't matter The spring of the roof had developed a serious leak"Rob" arrived and placed a "temporary" repair where the leak seemed to originateThis repair failed to stop the leak so I sent a text to "Rob" on July about thisNO responseCalled the office a few days later and asked for him to call meNO response Little bit angry so on Septsent a detailed textStill no responseAt that point I called GAF and they sent a repfrom Noblesville (plus mile drive mind you) who was on my roof and quite miffed that Key was so pathetic responding to this problemI 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? Decan employee from Key calls me and wants to set a time to fix my roofAnd how is any adhesive going to seal when today the temphigh is 31F UNFREAKING BELIEVABLEThe business must have slowed down so much now that they can finally get to little ole meDon't ever let anyone from Key sell you anything or work on your houseDisappointment is all you will pay forThey are beyond terrible at communication and just forget any sign of decent customer service after the sale
Initial Business Response / [redacted] (1000, 6, 2015/07/06) */ Contact Name and Title: Sarah [redacted] Contact Phone: XXXXXXXXXX Contact Email: ***@keyexteriors.com Key Exteriors apologizes for any miscommunication that may have occurred with this customerOur owner, Bill [redacted] and production manager, Rob [redacted] visited this homeowner at their residence the week of 6/and discussed the service issues in questionAll of Key Exteriors' obligations to the homeowner have been met and mutually agreed upon by both parties OFFER:
I got a new roof installed with a life time warrenty ang had a problem so I called them and for 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
Initial Business Response / [redacted] (1000, 5, 2016/06/16) */ This homeowner signed a contract with Key Exteriors on May 18, The customer waived their right to rescission by signing the contract that had "N/A" in the rescission date boxThe rescission was not given because according to Indiana law, if the customer seeks the company out, the rescission period may be waivedThe office began processing the order on May 19, The processing included running the client's credit card which she had given the information for and permission for on the contract she signedOn May 21, the office received a written notice in the mail postmarked May 20, from the client stating she wished to cancel her contractOn May 24, the office sent an email and on May 25, a letter stating the client owed [redacted] of her contract price if she truly wished to cancel the contractOn June 1, the client called referencing said letter and demanded a full refundThe office manager explained the contract to the client stating we would refund the deposit less the [redacted] owed to Key ExteriorsOn June 6, 2016, the office cut a check to the client for the amount owed back to the customerThis homeowner signed a legally binding contract agreeing to waive their right of rescission and Key Exteriors refunded all money owed back to the customerAttached is the conversation the office manager had with the customer regarding cancelling and the [redacted] Initial Consumer Rebuttal / [redacted] (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 outI am entitled to a full refund under in and fed law Final Business Response / [redacted] (4000, 9, 2016/06/30) */ The right to cancel applies only to "home consumer transactions" as defined by Indiana Code section 24-5-10-This section does not apply when, as here, the consumer solicits the contactMoreover, 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 cancelThe contract correctly shows that no right to cancel existedKey has refunded the appropriate amount based upon the contract terms, and therefore makes not further offerAttached is a copy of the statutory provision
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 to 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 / [redacted] (1000, 5, 2017/03/03) */ Dear ***, First of all I want to say, "thank you," for your business and apologize for any problems we may have caused youIn regards to the original work order, dated 7/25/2015, in regards to Date worked expected to start it says ASAPThe 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/The portion of the order than included installing the Leaf Solution was installed on 8/17/which was less than business days.In regards to portions of the Leaf Solution being improperly installed, I apologize and am glad we were able to resolve that issueIn regards to your call over the weekend of 2/11/& 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/During his inspection, [redacted] found that the leak that you had contacted Dahm Brothers Roofing to fix had the same origin, i.ethe roof that was on the home when you purchased it was improperly installedThe shingles were butted together, rather than installed in stair step fashion per Manufacturer and Indiana Building Code requirementsFurther the shingles did not overlap the flashing as required by CodeBoth of these improper installation errors cause leaking [redacted] did try to effectuate a repairI apologize if [redacted] came across as adversarialYou called the same day to voice your concernsYour were in queue to be calledI 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/(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, between 11:A.M- 12:P.Mto see how we may help you resolve your issuesThank you again for your businessSincerely, [redacted] President