M Kelbie Home Improvements

★☆☆☆☆

About M Kelbie Home Improvements

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  • Roofing Contractors

Home Construction & Remodeling

Home Construction & Remodeling
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Kelbie replaced our roof in May 2008. In 2010, the skylight they replaced started leaking. They came out and fixed it, leaving the drywall INSIDE the house a mess, and lots of debris all over our back yard. The drywall is still uneven and cracked around the skylight. Now, I realize that they did a shoddy job because they already had our money, so why would they continue to provide good service? This trend continues (as you'll see later). In July 2012, our home insurance company, while checking to see that they have all discounts that apply for our policy, realized that they never added the new roof discount. They asked for a receipt. My husband and I had just gone through our filing cabinet and gotten rid of statements from several years ago. Unfortunately, we couldn't find the receipt from Kelbie, so it must have gotten thrown away by accident. We figured it would be no problem to call and ask for a receipt. We called a few times over the course of a week before they called back. Mike Kelbie told my husband that they had a fire and "everything was destroyed." Kelbie has multiple locations--do they not back up their records on computers or back-up drives? We're talking about $10,000+ investments that customers are making. Not to mention the 10- to 20-year warranties that they boast about! And this all hinges on a piece of paper? Yes, we misplaced the one-sheet receipt with a couple of words unprofessionally scrawled on it, but any reputable company should keep a record of their work (our roof was about $7,000 if I remember correctly--and I know plenty of roofs are tens of thousands!). My husband asked Mike how he keeps track of the warranty that they promise customers if they don't have records anymore, and he said they don't. If the customer doesn't have the receipt, they don't honor the warranty. This is just bad business. I decided to call to ask if they could write a letter saying that we had our roof replaced. I made sure they knew that this wasn't going to cost them anything--I just needed it to save money with our insurance. Every time we call, we leave a message and no one calls us back. It's been over five weeks. THAT'S bad customer service. I can't find a record of a fire anywhere online--and if a fire is that bad, there's a newspaper article about it. Not to mention the fact that they have multiple locations. As a company that does very expensive work such as roof replacement, you'd think they'd keep records of their work. After never calling me back after about 10 phone calls, including one where I specifically asked that they call me, they called my husband back finally. Mike Kelbie was extremely rude and told my husband that he'd come out for $350 to inspect the roof and then give us a letter that they did it. My husband said that our homeowner's insurance probably wasn't going down that much with the proof of the new roof, so it wouldn't be worth paying $350. Mike replied, "It's just not worth it to me." Clearly, Kelbie has proven that their customers don't matter. They do shoddy work when called out on malfunctioning products, they don't call back for weeks, they don't keep records and therefore "can't" honor the warranty that they love to boast about, and they outright tell customers that they aren't worth it! This was all after we reminded them that we referred our neighbor in 2010 (giving them thousands more). Once they provide an initial service, they are clearly DONE and will take advantage of their customers.

1
★☆☆☆☆

Kelbie replaced our roof in May 2008. In 2010, the skylight they replaced started leaking. They came out and fixed it, leaving the drywall INSIDE the house a mess, and lots of debris all over our back yard. The drywall is still uneven and cracked around the skylight. Now, I realize that they did a shoddy job because they already had our money, so why would they continue to provide good service? This trend continues (as you'll see later). In July 2012, our home insurance company, while checking to see that they have all discounts that apply for our policy, realized that they never added the new roof discount. They asked for a receipt. My husband and I had just gone through our filing cabinet and gotten rid of statements from several years ago. Unfortunately, we couldn't find the receipt from Kelbie, so it must have gotten thrown away by accident. We figured it would be no problem to call and ask for a receipt. We called a few times over the course of a week before they called back. Mike Kelbie told my husband that they had a fire and "everything was destroyed." Kelbie has multiple locations--do they not back up their records on computers or back-up drives? We're talking about $10,000+ investments that customers are making. Not to mention the 10- to 20-year warranties that they boast about! And this all hinges on a piece of paper? Yes, we misplaced the one-sheet receipt with a couple of words unprofessionally scrawled on it, but any reputable company should keep a record of their work (our roof was about $7,000 if I remember correctly--and I know plenty of roofs are tens of thousands!). My husband asked Mike how he keeps track of the warranty that they promise customers if they don't have records anymore, and he said they don't. If the customer doesn't have the receipt, they don't honor the warranty. This is just bad business. I decided to call to ask if they could write a letter saying that we had our roof replaced. I made sure they knew that this wasn't going to cost them anything--I just needed it to save money with our insurance. Every time we call, we leave a message and no one calls us back. It's been over five weeks. THAT'S bad customer service. I can't find a record of a fire anywhere online--and if a fire is that bad, there's a newspaper article about it. Not to mention the fact that they have multiple locations. As a company that does very expensive work such as roof replacement, you'd think they'd keep records of their work. After never calling me back after about 10 phone calls, including one where I specifically asked that they call me, they called my husband back finally. Mike Kelbie was extremely rude and told my husband that he'd come out for $350 to inspect the roof and then give us a letter that they did it. My husband said that our homeowner's insurance probably wasn't going down that much with the proof of the new roof, so it wouldn't be worth paying $350. Mike replied, "It's just not worth it to me." Clearly, Kelbie has proven that their customers don't matter. They do shoddy work when called out on malfunctioning products, they don't call back for weeks, they don't keep records and therefore "can't" honor the warranty that they love to boast about, and they outright tell customers that they aren't worth it! This was all after we reminded them that we referred our neighbor in 2010 (giving them thousands more). Once they provide an initial service, they are clearly DONE and will take advantage of their customers.

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