Business ProfileforKerley Family Homes, LLC

I bought my house located at Sandtown Estates Lot #1 June 2021. I had a wonderful experience when dealing with Ms. ********************* as a customer. It has been a long journey where my patience was tested several times: my house had to be torn down and rebuilt. This was an inconvenience for me and my family but not once did I complain because Ms. ***** did an exceptional job of providing customer service, reassurance, and support.**** and **** took over as builders to my house and I ended up closing on 6/30/2021. On July 4th, we used our jetted tub for the first time and little did we know the screws to the jets were loose as a result water flooded through the kitchen ceiling. There was water damage to the kitchen and master ****************** floors. This is when I first encountered warranty department reps, from the beginning they wanted to minimize the issue and made it sound like it was my fault. Once again I did not complain and just wanted to get to the bottom of the issue and deal with the facts. **** was able to act as a buffer and assured me that everything will be taken care of. ******* was also sent to make sure that I am not lying about the extent of the water damage. About a month or two later, there was crackling noise on my kitchen floors and I submitted a ticket via the portal, but it was canceled with the reason of deferment to 11-month inspection. I objected to the deferment since this was clearly from water damage. **** was sent and he confirmed the damage and the issue was resolved.A month later, there was moisture damage on the stairs baseboards and I brought this issue up via the portal. My request was once again denied without being inspected and when I called and spoke to ******, she didn't want to hear anything from me. Instead she wanted to convince me that there is no moisture as if she lives at my house. As a result, she hung up the phone in my face without trying to resolve the issue and mind you not once did I curse or say anything rude to warrant that unprofessional behavior. When I called again her coworker picked up the phone and she also told me that yeah they are quick to hang up the phone to their customers. I told her that is not professional and asked for their supervisor, she said they are each other's supervisors which I found very disturbing because they are not representing your Kerley Family Homes's hallmark of dedicated service. So once again I called **** to come and check the issue and he did confirm my suspicions and remedied the problem to my satisfaction. Warranty reps are not interested in helping customers and have both told me that all they do is hang up phones on your clients. This is the reason I am reaching out to you since you are the owner and there is no **** to help me resolve outstanding issues at my house. The only person that I had a good experience with in that department is ******.On May 11th, 2022, I submitted a ticket via homeowner portal for 11-month inspection with these items below:*Master bathroom door not aligning - fixed but needs painting *Cross in mbdr closet -not done *Regrout all bathroom floors and inside showers - Done *Nail popping Mastercard ceiling - needs painting *Regrout trimming in master bedroom ceiling - needs painting *Crack on master bedroom ceiling -needs painting *Dining room ceiling - not done *Mud room wall trimming - not done *Kitchen floor separating from wall - not done *Dining room floor separating from concrete - not done *Kitchen counter separating from wall - not done *Kitchen mold separating from ceiling - not done *Garage ceiling and door nails popping - fixed but needs painting *Patio ceiling - nails popping and regrout to ceiling - not done * Stairs regrout openings between stairs -not done **** came to do a 11-month walk-through at my house on May 23th, 2022. In the midst of a walk-through he found other items listed below:*The back porch light was not installed, there is a cap in place instead of a light and **** said it was placed there just to pass the inspection until the electricians could come and install it. He apologized for missing that item then reassured me that he will contact the electrician to remedy that.- not done *The front bricks are exposing the mesh in the front of the house, he noted that and said he was going to call the contractor to fill in it. - not done After the walk-through I was given a date of June 21st and 22nd, 2022. I took off work so that I could be there and sign off on anything that needed to be signed off. Unfortunately two contractors showed up: for the bathroom **************** and also to fill in where the nails popped off the walls. I asked them about doing the other work like filling in the cracks on the wood and ceiling mold, they told me the painters are the ones that need to do that. Unfortunately, those painters didn't show up the next day and the floor contractors were no show too. I tried to call **** and he didn't answer his phone and I assumed that he was swamped with other work and will get back to me as soon as he is available like he had done in the past. We were leaving for a family vacation on June 24th, ************************************** when we get back. While on vacation ****** called me to check if the work was completed and I told her no and the status. That's when she told me that **** was no longer working for KFH and to submit another request via portal with work that still needed to be done when I got back from vacation. In addition, to send an email to the ******************* to let them know that I submitted the request. I did that and she replied to that email asking for me to send pictures then wait for the ************* to process my request. The pictures were also sent to that email.Later I received this disturbing email from the warranty department once again bullying their way and telling me everything was done. The last time I checked, I paid for that service that was not completed and am not trying to use KFH as a handyman service. Their choice of words are evident that they do not take pride in their work and above all don't care about their customers. Before they sent that email, they should have done their homework and verified everything instead of assuming that they are right. They accused me of sending an anonymous email to them and making me sound like a *****. I have been nothing but an understanding and patient customer in the midst of horrible customer service from KFH warranty department. There are other customers who can relate to my story and have decided not to bother KFH but I just want to things made right and to close this chapter with KFH honoring their end of the deal. I have taken so many days off dealing with contractors not showing up and when I contact warranty department they ignore my requests and eventually act like they forgot. This has taken a long time and I need a builder sent to correct the issues. Instead of sending contractors who tells me they were not sent to fix that but paint like they did June 2023.