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Complaint Details
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Initial Complaint
11/29/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
In May of 2022 I placed an order with Kelly Brothers for a front door and storm door. In August, installation of the doors was started. The front door key set and the storm door installation were delayed because of inaction by Kelly Brothers. The front door key set should have been obtained since there was 6 months of lead time. The storm door handles, apparently, were defective. Kelly Brothers tried replacing the handles on 3 separate occasions. After reviewing the contract, I discovered that the agreed-upon key set for the front door was not installed, but a key set of lower cost was installed. The agreed upon key set was *****. The key set that was installed is ** ***. The storm door handle is still not working. Kelly Brothers has been given 3 months to try and fix the problem, to no avail. This is unacceptable. I no longer have faith that Kelly Brothers can properly correct the problem, given that they have tried multiple times to fix the problem.Business response
12/01/2022
As a follow up to our discussion yesterday Kelly Bros apologizes for the delays in your project completion due to ********** inability to get us the correct replacement parts in an acceptable timeframe. Due to this and as a goodwill gesture we agree with your request to refund the entire cost of the storm door including labor. As I committed to you I will continue daily to work to get the necessary hardware to complete the job and our service and installation manager will be in contact to schedule this ASAP.
Thank you for your business and once again I apologize for the delays in completion that were out of our control, but ultimately our responsibility.
Brandon C******
General Manager
Kelly Bros Lumber + Design Co.
Customer response
12/01/2022
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
Regards,
******** ********
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Contact Information
3502 Latonia Ave
Covington, KY 41015-1342
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1 total complaints in the last 3 years.
0 complaints closed in the last 12 months.