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Consumer Complaints

BBB Accredited Business since 04/01/1991

Keith Window Company

Phone: (865) 524-2424Fax: (865) 524-8653

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Customer Complaints Summary

2 complaints closed with BBB in last 3 years | 0 closed in last 12 months
Complaint TypeTotal Closed Complaints
Problems with Product / Service2
Advertising / Sales Issues0
Billing / Collection Issues0
Delivery Issues0
Guarantee / Warranty Issues0
Total Closed Complaints2

Complaint Breakdown by ResolutionAbout Complaint Details

Complaint Resolution Log (2)BBB Closure Definitions
01/18/2013Problems with Product / Service | Read Complaint Details

Additional Notes

Complaint Category: Improper or inferior service

Complaint: Keith Window and Door was hired to complete a job that we had begun ourselves. Keith agreed to glaze 72 windows at a discounted price of $27 each. The windows are aprox. 10" wide and 12" tall. After the job was said to be completed we could only see that aprox. 35 of the windows had been glazed and much of the glazing never hardened so that they could be painted. The glaze was dry on the top layer of the glaze and goopy in the middle. We received several phone calls requesting payment. I was not comfortable paying them for inadequate and incomplete work. I asked them to complete the work, the employee did go over to the property and made some adjustments, but still the work was not complete and we received more phone calls requesting payment. With the understanding that they would complete the work, I paid the company $1,944.00. Also, because they left smudges and fingerprints all over the trim, they will require repainting. Despite the manager inspecting the work and agreeing that it was inadequate, no resolution has been met. We are still trying to repair the mess that Keith Window left, and we are going to have to repaint the trim on the property.
Product_Or_Service: Glazing of 72 windows

Business' Initial Response
Yes we were hired on 6/20/2012 to do 72 puddy glazes and that is what we did. When we first went out to the home there had been several people already working on these windows and it was a mess. There already was smudges and fingerprints every where. Our company sent two employees out on 6/22/2012 to do this job and spent all day there completeing this job. After the job was completed the next day our office manager called the homeowner and told them we were finished and asked was they satisfied. They had not seen the job yet and she said she would go check it out and let us know. They called back and asked us to go back and clean some puddy that had been dropped on a chair out back and we gladly did so. The customer herself came in to our office on 7/2/2012 to pay her bill and had said there were a few little things she would like touched up and we gladly went back out again. She stayed here in our office for 20 to 30 min. saying how nice it was to work with us and how satisfied she was with our services. Then over 2 months later (September 11th) the customers daughter came to our office complaining that our job was messy and not finished. We informed her that we had been out there three different times back in July and the last we heared our customers were very satisfied. Our manager agreed to go back out there and meet with her to see what she was complaining about. Our manager and the employee that had done the job originally met with her a couple of days later. She showed some things that she thought we had done and some windows that were messed up. We informed her that it was a mess when we started and that we did everything we were hired to do. We offered to fix the problems even though we did not feel that it was our responsibility to do so and she would not let us. She informed us that she had hired someone else to clean up our mess. We strive on our customer service and do not want any unhappy customers. The customers where informed when we did the job that puddy glazes have to be painted within 7 to 10 days and still at over two months time gone by the puddy still had not been painted. The weather and water getting on puddy can effect how it sets up. Being a very customer service oriented company that we are we did feel bad that they have had such a hard time with this that we offered to refund them for 15 of the puddy glazes which would have been $405.00 and we did mail that to them. We were informed that they never received it several weeks later and I e-mailed the daughter to get a better address to mail another check to and she said unless it was for the full amount not to bother. We feel like Keith Window Co. has bent over backwards to help this customer. The daughter that was making all these complaints was not even around when this job was done. The actual customers told us they were very satisfied. We are still willing to send them another check for $405.00 dollars if a correct address will be given to us for them to receive it. Best Regards

08/08/2011Problems with Product / Service

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Windows - Installation & Service


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