Kelbie replaced our roof in May 2008.
In 2010, the skylight they replaced started leaking. They “fixed” it, leaving the drywall INSIDE the house a mess, and debris all over our yard. We called and they came and did an awful job "fixing" it again. The drywall is still uneven and cracked around the skylight. (Keep in mind, we had to take time off work for all appointments.) Now I know that they did a shoddy job because they already had our money, so why would they continue to provide decent service?
In July 2012, our home insurance company realized that they never added our new roof discount and asked for a receipt. We had just gotten rid of old statements, and unfortunately, we couldn't find the Kelbie receipt. We thought it would be no problem to ask them for one. We called them a few times over a week before they finally 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 several-thousand-dollar 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 our 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--and many roofs are tens of thousands!). We asked Mike how he keeps track of the warranty that they promise customers if they don't have records, and Mike said that they don't! If you don’t have the receipt, they don't honor the warranty. This is just bad business. I called to ask if they could write a letter saying that we had our roof replaced, making sure they knew it wasn’t going to cost them anything—it would just save us money in insurance. No response, and it's been over 5 weeks. THAT'S bad customer service. I can't find a record of a fire anywhere--and if a fire is that bad, there's a newspaper article. Not to mention the fact that they have multiple locations. As a company that does expensive work such as roofs, you'd think they'd keep records. After not calling me back after about 10 phone calls, including one where I specifically asked that they call me, they called my husband. Mike was rude and told him that he'd come for $350 to inspect the roof and give us a letter. Our insurance probably wasn't going down that much with the proof of a new roof, so it wouldn't be worth $350. Mike replied, "It's just not worth it to me."
Kelbie has proven that customers don't matter. They do shoddy work, don't call back, don't keep records and therefore "can't" honor their warranty (why offer it, then?). They even tell customers that they aren't worth it! We mentioned that we referred a neighbor (giving them thousands more)—didn’t matter. Once they provide a service, they are DONE and will take advantage of you. All we asked for was a receipt/letter—at no cost to them.
Highly Recommended. Kelbie is my roofer. For our Baltimore flat roofs, you need someone with experience. Mike Kelbie has been there and seen it all. Helpful, thorough, professional and timely. If you have a leak, you don't want someone to come out 20 times before it's fixed. Call Kelbie.
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