Key Exteriors, Inc.
Serving Sullivan, IN and surrounding areas
Approved
In business since 2003
Free estimates
Warranties offered
"The owner of the company was not involved in much of the transaction other than to answer the initial phone call and make contact for the balance of payment even though he was working out of his home. The salesman who the owner was anxious to get to our home, once we called, was quickly sent out. The salesman resided in Ohio. The salesman, Hari, was super complimentary and well-schooled in salesmanship. He made it his business to waste time promoting affability and friendship, as well as tiring us out before getting to the details. Two hours into the smooze and conversation, Hari, "the closer," began to discuss the work, quality of materials, and price. He simulated bargaining and knocking down costs to get us to sign that evening before getting other estimates. By that time, we were so tired of Hari and so not wanting to talk about siding anymore, we agreed. Besides, Hari said that if he had to come back, the cost would be greater since he traveled from out of town so he could only offer the special discounted price that evening. Totally against the cardinal rule of getting more than one estimate but by this time, Hari had worked his charm and sales training mojo so well, we succumbed. Hari did measurements in the dark with a flashlight before writing up the contract. He later provided homeowners names and addresses (not phone numbers to protect their privacy, he said) so we could go by and see samples of the workmanship. We next met Jerry, the installation manager, who came to introduce himself and get our siding selection. Hari left a sampling of materials, which were not large enough to make an ideal selection so Jerry brought by larger samples, which were helpful. Jerry told us to take our time and to let him know if we needed anything else and contacted us a few days later to get our selection so he could place the order and provide us with an estimated installation date. The work began earlier than estimated and Jerry and his crew arrived on time and ready to work. Jerry kept us abreast of their progress. I questioned the shutters that were taken down and their replacement color to which Jerry replied they were not included in the job. Harry never mentioned there was an extra charge for shutters. in fact, he never mentioned shutters but he was there in the dark, assessing the work and the shutters were black. He talked in the dark about the porch not being included for sofft/facia, nor the columns, which were round that they could not cover adequately, but no shutters. Jerry provided measurements for getting new shutters at one of the home improvement suppliers (at our expense) and said he would put them up for a price because the owner was not agreeable to paying him to do it since it wasn't in his contract. Key Exteriors was contacted. We got a call from Hari who acknowledged his oversight in the name of saving us money. Our dissatisfaction resulted in Key Exteriors agreeing to putting up shutters we purchased from Menards. A different contractor came to replace the gutters. Fewer downspouts were put up than originally in place. The explanation being the newer ones were wider and therefore less were needed. Were the original number in Hari's estimate? We never received an answer to that. A landscaper we contracted a few years prior had placed in ground conductors at the bottom of the downspouts to direct water to the landscaping they installed. These were left off. When we questioned why they were not put back on, we were given the explanation that it might be against a city ordinance. We had to contact our landscaper to find out that they were within code and adjustments were then made. When the work was completed, Hari told us we would do a final walk around with Jerry and the owner. Before that happened the owner called asking for the payment balance. Taken aback, Hari was called. He once more smoothed thngs over by ingratiating himself and promptly seeing to obtaining the check. There were minor corrections to be made that were noted and fixed. We chose Key Exteriors because according to Hari, it was a local and fairly new company that was trying to be competitive and make it. We expected personalized service and honesty. Hari, the salesman did work to portray that image, whereas the owner appeared to want to be hands off. We received the impression that with all the different contractors, including Hari, that the business operates no different from its larger competitors in that it coordinates contractors and makes a profit by doing so. There was communication breakdown between all the players at different times. My husband questioned why no sign was placed in the yard to identify who was doing the work.The workmanship is satisfactory. We called Key Exteriors in the spring to report some minor flaws and Jerry was sent out to correct them. So far their guarantee is being honored. If you meet Hari, just one thing. Make sure he Buys You Dinner First. Hari promised to take us, his new found "friends," out to dinner five or six times. We're still waiting. We wonder if he uses that line because he knows what he's going to do to his customers."
+8
Response time5 days
Response rate100%
10 neighbors recently requested a quote
