Business ProfileforKeller at Home, LLC

We used Keller At Home in 2018 to remodel our master bathroom. The design process and construction were fine and were happy with the finished product. About 6 months later we were in talks with them for another project and during this time tiles in our shower began to break; on multiple walls and on the step into the shower. ****** communication about our potential project abruptly stopped. We communicated with him about the broken tiles via texts and phone calls and did not hear anything back. Fast forward to this year (2022), the tiles around the floor drain have sunk so water pools and does not drain, holes have appeared in the grout, grout has come out, floor tiles have cracked, the window molding has separated in the corners, and the molding around our window in our shower has grown black mold and no amount of cleaning and type of cleaning products will get rid of it. ***** and his wife were contacted about this. He stated it was out of his warranty window (3 years), however stated he would come out and look at it. He did come out as stated and discussed our concerns with myself and my husband and said he would work with us to correct these issues. After that we had never heard back from him after repeated texts, phone calls, and voicemails. We are so disappointed that we spent a large chunk of money on this and now must pay another company to completely redo our shower. I never leave reviews on companies, let alone small businesses, however we are very disappointed with our bathroom and with the severely lacking communication and ownership of his poor work.

I would first like to reply back with, my husband and I both find it ironic that you can reply to this BBB review and delete our review with pictures of our issues on your ******** business page, but you could not respond to our texts on the dates of December 21, 2021, February 22, 2022, and April 6, 2022 and our multiple phone calls and voicemails both my husband and I left you.Now, I would like to address your comments above. The last time we talked about our second project together was in April of 2019. You had called me while I was on vacation in Key West apologizing for the delay in getting back to us with a new quote about the project, because yes, the quote was quite high for what we were looking for, and it was our understanding that we were working together with you and your other contractor to come up with a solution that would meet our needs and make sure you were being paid correctly. After that communication in April 2019, we had not heard from you again. Later that year, we had contacted you via text about our concern of the tiles on the shower walls and step being broken. We had sent several text messages and called you about this issue with no response. Which leads to the only issue you address in your reply to our review. We actually contacted you on November 15, 2021 with pictures of our concerns which included broken shower wall and step tiles and the window issues. You came to the house on November 23rd, 2021 and looked at the shower. We had explained in our text to you and when you were looking at the issues, that the contractors who did our extension (the project we werent able to complete together) did in fact look at the shower and notified us of the damage and just put sealant over the issues to try to prevent any further damage until it could be fixed properly. So to say you arent a fan of going behind another contractors attempt to repair or alter your work is false, as that is not what they did. They simply looked at it and let us know they were concerned about water getting behind the wall. You did not take the time to look behind the wall and remove the molding like our current contractors had. We contacted you on the above stated dates with you only responding on December 21st, a month after you came to the house. You stated Hey *******, I have not figured anything up as of yet. I have had a few guys out with ***** and have been playing catch-up. I will try my best to get something to yall next week. That was the last we heard from you until we wrote a review of you business on BBB.com.You also did not address in your reply any of our other concerns which were a direct result of the bathroom remodel: broken shower wall tiles, a broken tile on the step into the shower, how the floor of the shower had sunk down so water pools on the floor, the blatant black mold growing in the wood trim around the window, grout falling out when the shower is being cleaned, holes in the grout, and the several tiles of the bathroom floor have cracked. You are right about one thing, we should have contacted you about the shower window, however when we did about the broken tiles, we received no response back. The fact that you came and looked at the issues and then never responded or told us to our face what you stated above in your reply is upsetting. You stated you want your customers to be happy, you know we are far from happy with what you have left us with. A bathroom less than 5 years old should not be having these issues if it had been done correctly.