ComplaintsforKeystone Window

• Initial Complaint

  11/12/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  incomplete work and did not make good on promised significant discount of **** owed.

  Business response

  11/18/2021

  This job ceated an extra day of labor, we had to buy new exterior #2-pillars (due to wood rot we could not hang storm door w out replacing this) outside bc they were rotted at time of installation and they were not charged for this. sometimes things come up during the installtion not visible at measure and the customer has to pay. To be fair, the customer did not have to PAY because my door installer had some personal problems and the job took longer than I would have liked. The customer has been non responsive in my request to visit, so I will file court papers tuesday of next week to be paid. They are now asking for us to do something outside that is not in any way a part of the door. Just looking for a freebie I guess. This is a fraudulent complaint and will be removed.

  ***************

  President/Owner

  Tell us why here...

  Customer response

  11/18/2021

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  I am rejecting this response because: the job was suppose to take 2 days and it took 4 weeks and wasn't complete. It also states that you will discard all trash etc., well part of my previous trim work was placed by the installer on the side of my house and not thrown out. It's still there. We reached out when the job wasn't complete and were told that the installer wasn't coming back. We then had to pay another company to complete the job which included fixing the screen door so it didn't need to stay locked in order to stay closed, completing the trim work and a locksmith to replace a lock that was brand new and then re-key it to match the rest of the locks. Not to mention the fact that we lost several days of work due to the installer never showing up when he was suppose to and we were never notified until the very last minute. I'm sorry that their employee wasn't reliable. That is not our fault. We were told by the installer after the front entry door was replaced and and he still had to install the screen door and finish the trim work on the back door, that the trim work out front was fine and didn't need to be replaced and that he would be back tomorrow (Wednesday September 29th) to the complete project. He never showed and even when he finally came back to our house on Monday October 4th, we were never told that the trim work needed to be replaced. We were not told about the problem with the trim work until the owner showed up on the evening of Tuesday October 5th. The invoice that we received isn't even dated current, it's the original invoice that we paid 50% on from June and then the pillars added to it, subtracted off and then a $200.00 credit but it's all dated June 7th, 2021. The big discount that we were suppose to receive was told to us prior to any notification of needing new exterior trim work and we weren't told about that until October 5th, 2021. We will drop a check in the mail for $2,000.00 at the end of the month and it will be dated November 30, 2021. We've already paid $4295.00 and adding this amount would make it paid 75%. We will not be paying any thing else.
  
  
  Regards,
  
  *******************************
  
  
  
  
  
  
  
  
  

  Customer response

  11/24/2021

  After rejecting the response from Keystone Business, my husband emailed the owner directly and they came up with the following agreement. 
  
  We will be paying them $2,000 on November 30th and then an additional $1,295.00 at the end of December.
  
  I've attached a screenshot of the email correspondence. 
  
  Can you please update the complaint to reflect that it is now resolved and close it out? 
  
  Thank you 
  *** B******** 

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