Keller Interiors

Was contracted through Lowe's for service in the Savannah, GA area. Service was scheduled with a phone call, and confirmed with a text. On the onset, things seemed promising. I received permission to take the 2 days off of work for the installation of tile, and changed holiday plans to be home to meet the subcontractor at the scheduled time. However, when it came to our service date, I was confirmed for arrival between 9am-11am. When nobody showed at 11:00am, I texted the number "Call" and did not get a call promptly. I then called the Savannah office at 11:15 directly and their line rang for a minute before getting to an automated line. I put in my extension for scheduled service, and again did not receive a human. I left a message and then called Lowe's to follow up around 11:20am. They followed up on their end with Keller. At 12:08pm I got a call back from IRV, and he said he was waiting to hear from the original subcontractor about finishing a job, and that they were not done and could not come to our job. He said he didn't call earlier because he wanted to see if the other job would finish in time to start ours. He then said he had another sub contractor whose job "busted", and was returning to Savannah from the Brunswick, GA area (~1 hour south). IRV hoped he could reach this contractor to have them start work, but that it would mean later this afternoon to start, and then they would have to also return on Saturday to grout. I took work off for this appointment, and will have to take additional time off for grout on Saturday. This is absolutely poor customer service, and has cost me personal leave and productivity at my job. In addition, the lack of proactive communication is a clear misstep in the foundational concepts of customer service. I should have been contacted sooner if there was a possibility the contractor would not show. I held up my end of the bargain by confirming with our scheduler, and answering all text messages in their system. Your company absolutely did not meet expectations, and has now caused me to miss more work. In addition, we had removed our toilets to prepare for installation, and we now have no place to go to the bathroom should we need to reschedule for another date. I replaced one toilet so my family could use it, and thereby ruined another wax ring. This is above and beyond a problem with your customer service, and I'd expect better from a company who contracts with such a good business as Lowe's. I will also be contacting Lowe's and speaking with management about this experience. By 12:38 I got a call from IRV that another contractor was enroute, and would arrive between 1-2pm. He also said that this contractor was willing to "stay as long as you let them" to get the job progressing so I wouldn't need to take time off on Saturday. While this is helpful, I have still missed work and have lost my own time with the toilets. It shouldn't take a complaint to get a scheduler to make contact and be active in a customer service issue. I'd expect more to simply meet expectation, let alone to be a reputable service provider for home installations.