ComplaintsforKeller Interiors

• Initial Complaint

  06/03/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  Since it's come to this, as ****** refuses to do the right thing and the Kellers "local" to us seems to think it's okay to yell at people in their own homes, leave 1" gaps in corner rounds, and steal unused, unopened product from people -- I'm sending this. I have zero faith after what I've seen with my own eyes and heard from mother that this is going to be resolved and that Keller will do the right thing. In fact I'm almost positive that Keller will just make it worse, probably punish us for me even writing this out...but I'm going to do so anyway. On 5/31/24 - Keller came out to install ****** flooring for my parents. I was here working from home so my mother was not alone with strangers. One installer yelled at me when I asked how things were going and if they wanted water - when my mom called about that, along with some alarming things I saw in the middle of install - I was told they didn't speak english and I confused them...they yelled at me in english so oaky- when the installers left there were nails in the hallway floor that were not there before, nails in the wall not there before, scuffs, dents, scratches. 1" gaps in the corner rounds in the room - webbed together by clear *something*...looking disgusting and unprofessional - worse than the 41yr carpet before it. ****** advised us that Keller had to come back out per their contract with them - but Keller is already trying to make that hard and finding ways to refuse the blame - We can't move things back into that room, this affects my parents daily life for now an extra month if not more. We do not feel safe with Keller coming back into the house. They think stealing and yelling at people for no reason is okay. They think this work a 12 year old could do is okay. I would rather fix the corner rounds myself but ****** says Keller will *** them if they don't let them come out as per their contract - meaning we can not take control back on this situation and feel safe...and that's evil.

• Initial Complaint

  09/30/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  Our flooring is insufficient and we are so frustrated. Our family purchased a complete flooring order including hardwood and tile from ******* ** Lowes on 2/25/23 for $17,119 (invoice #*****, project #********* & *********). This included stairs, hardwood floors on 2 stories, and tile for 3.5 bathrooms. We went through the process with your flooring rep ********* which was lengthy and appeared to be in-depth; however, this quickly went to being nothing short of a complete nightmare to which it still isnt resolved. Our first delivery came and we decided the hardwood flooring should be a darker color. ********* was happy to arrange a pickup and delivery of the new hardwood. This took 3-5 attempts from delivery drivers stating they could not pick up the flooring due to several excuses. After our 6-7th trip to the Lowes store as phone and email communication with ********* was difficult as she was not responsive, we asked to speak to the flooring manager who had to arrange for 2 local Lowes employees to transport the flooring in their vehicle. We were then able to get the darker flooring delivered to being the project which delayed the initial install of 5/1/23.We were finally able to schedule with Keller for install on 7/5/23. The tile was installed first; however, we are still waiting for Keller to follow up regarding the caulking which was scheduled on more than one occasion and no show from Keller. The hardwood flooring came next. This took several days with several concerns reported to the installer regarding the quality of the wood. He agreed to use more discretion in not using damaged planks. The flooring contractor assured us it would be replaced later as we have a warranty. We explained that we would prefer to have it done right the first time. He assured us and continued the flooring. Several days after install we found stairs not glued properly, poorly cut/fit risers, and damage (peeling) to many hardwood planks throughout the ground floor kitchen, living room, hall, and entry. Please keep in mind this is still ongoing. We have made ourselves available on each promised visit. We have taken many days off of work and spent many days attempting to finish and reconcile the issues presented. We want the flooring installed as promised and completed. We are beyond frustrated. We have more than a dozen phone calls to your Lowes Installation Support Team with no resolve, no priority, and no follow up. This does not include our many calls to Keller in which we are getting absolutely no follow up despite being informed that it will be taken care of. At this point, we feel we are talking and communicating with a brick wall. We are surely disappointed as we are long time Lowes customers and trusted in your company. At this time, we are not asking, but demanding resolution. Please know that there is much more in this ridiculous journey.

• Initial Complaint

  08/28/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  Keller interiors was hired by ***** in ******, ** to perform the installation of Luxury Vinyl Plank (LVP) flooring in my home April 2023. During the installation of the flooring the journeyman installer Keller hired caused approximately $2,000 in damages to my home. During the removal of the base boards the installer did not properly cut the seal that adhered the baseboard to the wall. This resulted in wall plaster being removed down to the paper of the dry wall. The installer caused sever damage to two bull nose corners, dented in another corner, and put a hole in my wall. It took 4 months and two different installers before Keller Interiors was able to properly install my floors, during which my floors were completely removed twice due to improper installation. And in the end I was left with a $2,000 bill to correct the damages they caused.

• Initial Complaint

  07/17/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Unanswered

  More info

  I purchased products with lowes and they set up installation service with Keller . I been trying to contact them from last week no one answered it just goes to voice mail, they were supposed to call and set appt for installation. I already paid all money . Its very very bad service

• Initial Complaint

  07/05/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  Worked with Lowes to get new flooring installed. Apparently, Keller is the only flooring company Lowes contracts with in our area in ****. Had an estimator from Keller come out and provide a quote. We accepted, purchased material and paid for installation. Based on Keller's instructions, we prepared rooms the day ahead of time. Received info from Keller that installers would call ahead of time, and would be there b/w 8am and 10am. At 10am I called Keller, they said they would call installer to call us. The installer never called but one person showed up 30 minutes later. We were told by Keller it would be a 3 person crew. Installer came in looked around and that's when they said our floor was uneven and that there was a kitchen cabinet on top of tile floor and they could not tear up floor or install. Installer said they would not cut around the tile by the cabinet and that there was a hump in the floor that a contractor needed to guarantee was not a structural issue. I talked specifically with the estimator about the cabinet on the tile and he said not a problem they can cut around it and he did not see any issues with the flooring. I'm then told after the one installer shows up that their subcontractors for Keller in our area do not cut around cabinets. Why did we waste all our time preparing for this install, tracking down delivery, moving furniture, disconnecting water line for fridge. Also, our kitchen had been gutted, dry-walled, new ceiling, and wiring, our contractor never told us there was an issue with the flooring. Lowes even installed all our cabinets. It is perplexing that our kitchen, having undergone extensive renovations, and cabinet installations by Lowes contractors, had not encountered any issues regarding uneven floors.

• Initial Complaint

  06/28/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  Kelllers was contracted through Lowes to install our new laminate flooring. We had them contracted to come in and remove the old flooring and install the new flooring. We were originally scheduled for a 3 day install and they called us the Friday before hand and stated they needed to reschedule our install to a smaller crew and it would now take a full week starting that Monday- Friday. I advised they could not start that Monday but could start that Tuesday. They sent 1 guy to do the install For an entire kitchen, hallway, living room and two flights of stairs. He didnt show up until 11am the first day and we had actually helped him along by doing most of the demolition work. He didnt show up most days before 11:30-12 when he would state he would be there by 10 and then was gone by 4:30-5. The project did not finish by Friday and he had to come back the following Monday. He had wasted so much material that he ended up running out of flooring product and has not completed the job. I have attempted to contact Kellers with no response. There was also damage done to our home in the process. They used our good kitchen table as a saw horse to cut the flooring on as well as our deck rails and left cuts scratches in our table and deck rails. They washed out leveling compound in our new sink and stained it as well as broke our stove handle and just taped it up without saying anything. I have emailed photos of all the damage to Kellers and have not received any response or updates on when they will be coming back to finish the job. We are currently left with unfinished stairs, and no trim throughout the entire area.

• Initial Complaint

  04/28/2023

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  I purchased carpet from Lowes. Lowes sub contracts to Keller interiors. Kellers crew came out yesterday to install 444 Sq feet of carpeting which I paid $1800 bucks for. Instead tells me that ***** didn't order enough carpet. He informed me that I can just go back to Lowes buy just the extra carpeting I need and he will come back as a side job and install the new carpeting and give me a better deal. I already paid for enough carpeting. I asked my contractor to come over and measure my bedroom and he came up wit 459sq feet...pretty close to 444sq ft. He hacked up my carpet in order to take a job away from the company and do it on the side. He also took the rest of the expensive pad I purchased but left a TON of hacked up carpet pieces. I paid for the correct amount of carpeting and now Keller interiors is not taking any responsibility and telling me I need to buy more carpet to finish my bedroom. Very dishonest company.

• Initial Complaint

  02/24/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I paid for an installation through Lowes and the installers were extremely disrespectful. The carpet that we paid for the installation is not laid properly its peeling up at all edges and all corners it was cut too short and part of the job was left unfinished and theres several damages to the trim throughout the house and also to the main pillars in the house as well. Included was basic furniture removal and the installers refuse to do the job because the house was it 100% vacant. I was then forced to move all of the furniture on my own, so that they can return four hours later to lay the carpet. After following up with Keller multiple times they messed multiple appointments never sent any notification. Never sent any courtesy call about not being able to make the appointment just simply never showed up. When trying to reach them, the are no longer answering phone calls or returning messages.

• Initial Complaint

  03/15/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have been calling Keller Interiors for over 2 weeks trying to schedule them to come and finish my flooring installation project. They started the project but never finished it. I called the local office which says its located in *********** however the number routes back to the ******* office. The staff at the ******* office tell me that they are in ******* and their is nothing they can do. I have left several voicemails over the last 2 weeks and not one person has bothered to get back to me. I am now left with a house that has only half the floors installed....Iam now going to call my credit card company to reverse the charges because they charged my card or the installation already.

  Business response

  03/25/2022

  This installation was not completed due to shortage of materials. The Customer was contacted 3/15 and scheduled for completion on 3/28. 

• Initial Complaint

  02/16/2022

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  Purchased flooring from ****** on 5/20/2021 to be installed by Keller Interiors the last part of June 2021. Called them in Dec 2021 (The house was vacant from 7/27/2021 - 10/4/2021) and reported that the flooring was separating and was getting large gaps between the planks. This was just after 3 months of walking on the flooring. They sent the installers out to correct the problem by forcing the planks back together in several areas. The original estimator from Keller ordered 20 bags of self-leveler (50lb bags) to be used on the concrete flooring. $593.60 was paid by me and it was delivered, but never used by the installers. When I asked them why they weren't using the self-leveler they said that they were just grinding down the high spots and that it would be fine. In fact they returned it to Lowes, but didn't refund me any money or labor costs. There are many areas in the **** sq' house that are showing signs of the planks separating and gapping. The cause of the separating is that the concrete underneath the flooring was not leveled and when we walk in areas we can feel the floor give and bow. Plus in areas the floor has a hollow sound and gives underfoot. The installation was incorrectly done. We paid $19,365.39 for building products and installation and we received a substandard installation. Their installers cut corners and also stole the building materials that they neglected to use.I have left numerous phone messages and they have not returned my calls.Project # ********* Thank you for your time and attention to this matter.Sincerely,*******

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