Kiefer-Randall Construction & Remodeling LLC

"We went above and beyond trying to make these customers happy, but it turned out that these customers were the most regrettable contracts we've ever taken on. It may sound cliche', but these were the customers that simply could not be made happy. They were totally tone deaf to how they treated and spoke to Kiefer-Randall employees, which was condescending and disrespectful most of the time. If the customers had done enough research, they would have realized the amount of work needed was commensurate with the price, due to the skills needed by our technicians and carpenters. This was explained to them, so they knew. They also had no problem with taking up many hours of unpaid consulting time from Project Manager, Tim Kiefer, when going on and on about changes & "what-ifs", and "how much more for this" questions. Tim was always available to them, and they never had to wait for any answers. We handled and answered with pleasure, even when, the very next day, they would "forget" everything we discussed, or one of them wasn't there for the meeting and had to be brought back up to speed again. The scope of work was detailed - every hard or difficult aspect of this project was handled professionally and above industry standards. Any issue that arose after our departure was never brought up to us in a timely manner where we could have even offered any service, if in fact the issue was Kiefer-Randall's fault. The only email from them was months after we left and all that was covered in that was a nasty-gram telling us about their issue after the fact, and after other contractors had been there to "fix" their issue. We did not respond because there was no reason to, or an opportunity for customer service to be offered to people who just wanted to drag our name through the dirt. We made them whole financially via refunds and credits for ridiculous requests as well credits for the small amount of trim work we left, as the project was 99% complete, but we could not stand one more day dealing with their disrespect."

"Thank you! It has been a pleasure serving you!"

"Thank you! We look forward to another opportunity to hopefully serve you!"

"Thank you for the very kind review. We so appreciate your business!"

"Thank you for your loyalty and business!"

"Thank you for hiring us yet again for your remodeling needs!"

"Thank you for your repeat business! It was our pleasure to be or service to you again!"

"It is, regrettably, so hard to comment on such an undeserved review from one of our valued customers. First, these folks sang our praises throughout the entire job... sang praises to my Production Manager when he contacted them daily for debriefing; sang praises to our craftsmen assigned to their project by telling them they wanted us to come back to do more work for them because they were so pleased; and sang praises even to me, a co-owner, saying how much they were pleased with the quality of work performed. To say now... after voluntarily paying in full ... (which, per our detailed contracts, is not due until the customer is 100% satisfied with all aspects of the work performed and products provided) ... to say now that the "wrong size windows (were) in (the) contract" is borderline preposterous. Every page of our very detailed contract is and was read to the customers during the signing of the contract to ensure this very thing does not happen... not only that, but the customers' own hand-written initials are literally on every page, again, signifying that the contracted-for specifications, are indeed agreed upon. Also, the customers had the contact in their possession for almost a whole business week, going over the details and scope of work, ensuring understanding, (rightfully so) before ever signing it. Additionally, our company does an orientation walk-through with the customers, salesman, and production manager before we start the project, where we verify verbally AND in writing, yet again, every line of the scope of work, before we ever even sink one nail, to ensure that nothing was lost in translation. That not only happened, but the window sizes were specifically confirmed, as well as having both customers physically see my production manager demonstrating how big the windows were going to be, as well as holding up tape measures and confirming, again verbally, what had already been twice before confirmed in writing. The "request in writing" to correct the window came AFTER the special order, customer confirmed, non-returnable windows were already installed, which, incredulously, came after the final payment was voluntarily rendered, praises sung, more work promised, and only after several "temper-tantrum" emails were sent to me by the now unsatisfied customer, that, to his credit, did apologize to me for being so rude. Ironically, both customers were home and present when the windows were installed and actually told my Production Manager that very day after the windows were installed, that everything was going very smoothly. He was not, and never was ignored. We spoke several times, corresponded via email many times regarding this, as well, and I even reached out to offer him some consideration simply out of good faith. The customer chose to stop communicating and go this route after basically threatening my company with a bad review if I didn't do exactly what he wanted... which was give him a full refund on non-returnable windows that he previously authorized on several occasions. We love and respect our customers, and will gladly take a loss on a job if we screwed up, in order to ensure our customers have a positive experience with our company. We have hard copies of all correspondence with this customer regarding this issue. It happens very rarely to Kiefer-Randall, because we do, by nature, bend over backwards to please our customers. The poor grades this customer gave us do not reflect the experience they shared that they had with us during the whole project. I hope our future customers read the overwhelming majority of glowing reviews and overtly positive experiences they've had with Kiefer-Randall, and see this for what it is."

"Thank you so much! Please call on us again!"

"We appreciate your business!"

"Thank you!"

"We hope we can do the work for you!"

"We would look forward to another opportunity to serve you! Thank you for your kind review!"

"Thank you!"

"We are delighted you are happy and can now enjoy the wonderful serenity of your property safely from your new deck!"

"Thank you so much! We look forward to serving you again!"

"Thank you! Please see us for your next project!"

"Thank you so much! We are pleased to hear it was a positive experience! Please call on us again!"

"It delights us to read reviews such as yours! Thank you for your business and trust!"

"Thank you for your business. I believe the white end caps had been taken care of as of today 10/18/16 but to be sure just reached out to you via phone and left a message to be sure nothing slipped through the cracks and await your reply. By all means, if you need to reach out to us for anything else, do not hesitate!"

"We will look forward to another opportunity to serve you and your family! Thank you!"

"This is a completely unfair review. There was a family emergency with the co-owner of the company on the day he was to visit to perform the first steps of a bathroom remodel quote for you. Due to the topography around our office in Vestal we have problems with our cell phones depending on weather and other conditions, thus he could NOT hear you. Several callbacks were attempted and your voice mail was full. Once contact was established a couple days later there was no grace given and then this review. We did not get where we are at by blowing off our customers and wasting their time as we respect other's time and would ask the same considerations, understanding and grace in return especially with an emergency with our loved ones."

"Thank you so much for your business. Please call on us again!"

"Thank you!!"

"It was a pleasure serving you, please call on us again for all your remodeling needs!"