Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:01/22/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  In June 2022, my husband and I contacted Key Asset Management for an estimate to install an irrigation system in our home. On June 16, 2022, ***** ******** arrived to our home to provide the estimate. He provided a written statement of the full installation job via email; our signature was not required or requested on any documents. The total cost of the installation was provided ($6, 533.33); the deposit via check was on 6/16/22 in response to a phone call from Mrs. ******** asking if "one of their employees could come out to pick up the check". The deposit check was picked up on that day and cleared from our account on 6/19/22 in the amount of $3,266.66. The work was scheduled to begin on Thursday, 7/14/2022 at 6:30am. Approximately one week after the estimate, we noticed a man on our property; he pulled up in an unmarked white van and began spraying lines in the grass (We don't believe that this person was affiliated with MIS Utility as the individual never knocked on our door to identify himself but we assumed it was MIS Utility). The work never began on 7/16/22 and to date, nothing has been done. After multiple attempts to contact Mr. ******** via phone and email, we were ignored and never received a response. We eventually filed a report with Milford Police on 8/1/22; in an email to the police officer on 8/1/22 Mr. ******** continued to provide excuses for why the work wasn't done, including sick employees, broken equipment and him catching COVID. We never received any further communication from Mr. ********; he replied only to the police when they followed up which also ended. We are looking to get some support with contacting Mr. ******** and finding a resolution as he continued to ignore our phone calls. They then changed the name of their company from Key Asset to K&C Filed Services and we still don't have a reply, a refund or an irrigation system.

  Business Response

  Date: 02/10/2023

  I apologize that this has taken so long we will be issuing a refund to you. ***** did have covid and I can supply the positive test results. We attempted to reach you several times but the number always led to a voicemail that was full. Miss utility did come out and mark the utilities why they were in a plain white truck is not my concern. I can not be held responsible for who they sent out or what they were driving all I know is we recieved confirmation that the markings were complete. Then ***** got covid and we explained this to you that the job would be delayed. We attempted to reach you but it was almost as if we were blocked because it didn't ring it went straight to a recording and we could not leave a message. Again I apologize and you will be getting your refund.

   

  Key Asset Management

  Customer Answer

  Date: 02/12/2023

  Better Business Bureau:
  
  
  I have reviewed the response made by the business in reference to my complaint and have determined that this does not FULYLY resolve my  issue.  For your reference, details of the offer I reviewed appear below.*The businesses response addresses a number of things that occurred during this process from their perspective; however, it does not provide any critical responses to why they never began the work as described in the contract. *The business indicates that they were unable to contact us by phone due to a full voice mail which is not true; our phone requires callers to identify themselves in order for the call to be passed along; therefore, if the business did not identify themselves, that is how they would have received voicemail which is checked and cleared daily.*Our concern is not with the health of the male owner; our concern is with the fact that our attempts to contact the business were not answered and the work never bagn as indictaed in the contract.  Regardless of the alleged unsuccessful attempts to contact us via landline, they could have reached us by email, cell phone call or text message, or they coud have come to our home juts as they did to retrieve the check for the deposit.  The business owners had all of our contact information.*The businesses response indicates that we will receive a refund.  However, there is no indication of a time frame in which the refund will be provided or how the refund will be provided.  Since the business has alleged that they have had trouble contacting us via phone and identifies that as the reason they did absolutely no work at our property, we need to clearly identify an effective means of returning the entire amount of money that  was paid via check for the initial deposit.  We propose that we are refunded in the full amount of $3, 266.66 via certified funds (e.g., cashiers check, money order, etc.) within the next 30 days and we would like the check to be delivered via certified mail to our home.  Thank you.
  **In order for the bureau to continue to assist you, you MUST provide your view on the matter or your complaint will be closed as answered.
  
  
  
  
  Regards,
  Complaint ID: 18878786
   
  
  
  
   

  Business Response

  Date: 02/21/2023

  His payment will be mailed on Monday certified with return receipt. 

   

  Key Asset Management

• Initial Complaint

  Date:09/26/2022

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  As senior citizens with fixed income and in poor health, we paid ***** ********, the owner of Key Asset Management (*** ******* ***** ******* ** *****) in the amounts of $2,970 on March 25, 2022 and $3,077 on April 28, 2022 for a total of $6,047.00 to extend our irrigation system, new lawn installation, aeration, fertilizing, seeding, sodding, mulching, grub treatment, weed removal/control and lawn maintenance (mowing) throughout the summer. ***** ******** initially came across as very personable and reliable until he got our money! His company only did a fraction of what we paid for. When we contacted them about their lack of service, they said they would come out to do the work they promised but repeatedly never showed up. When they extended the irrigation system to the backyard, the new junction box was shoddily installed directly in front of the entry gate to the backyard where large pools of water collected. They told us that they would come out to place it in a safer spot. In one of the few times they did come out to mow our lawn this summer, which was prepaid in the above amount, one of our irrigation sprinkler heads was broken by their mower. We brought that to their attention. Again, the company never responded nor fixed it. After constantly being ignored, we had to pay another contractor to replace that head and relocate the junction box to a safer spot. The tons of weeds they promised to remove are still there. The backyard still looks bare and weedy. While mulching the front yard flower bed, they lost the stakes to our 12 solar pathway lights that makes it impossible to place those lights back where they were. They promised they would replace those stakes, which never happened. There are still brown spots in our front they are aware of. There are text messages to substantiate all of this. Because of our health conditions, we were forced to pay thousands of dollars to other contractors to do what we had already paid Key Asset Management to do. Thanks!

  Business Response

  Date: 02/03/2023

  Mr. ***** is falsifying statements, he paid to have's irrigation extended we extended it we were out to him within 5 days after miss utility came out to extend the irrigation. We laid fertilizer down 4 times we had also cut down trees shrubs and shape up shrubs for him. We laid mulch, grass seed and seven dust down for bugs in the flower bed. The grass was being cut every 7 to 10 days. I do not understand his gripes and concerns only thing I could see that he could be upset about is I could not get out there myself like I used to. He had a problem with their existing irrigation head on the front right-hand side of his house that he said was not working we did not install it, but we were willing to fix it for him. Mr. ***** has gotten all the work he paid for and additional that was not charged for.  I have been more than willing to work with him but as time goes on there is nothing, we could do right. I am sorry he feels this way, but we also have photos and documentation of all work completed. I'd be more than willing to share. Mr. ***** always insisted on calling us on Sunday afternoon and the evenings when he knows we were closed there has been times we were supposed to come out and we were late due to labor, weather, or parts and me being sick, but I would send someone there to complete his weekly grass cuts as contracted. We replaced a full irrigation system in the backyard as well as put in a new ESP4me rainbird controller and weather sensor. We even planted rose bushes that we never charged him for and repaired a pipe coming out of the side of the house that he had draining to the back drain gate put in years ago so he could have his sump pump drain to the back of his property. Mr. ***** and his wife are nice people that are putting out false statements We went above and beyond for them. My crew accidentally threw away 3 stakes to his solar lights when laying down mulch in the flower beds and we replace them with brand new lights not just the ground stakes. Some people you cannot satisfy no matter what. The last time we went to the property they told my crews not to come out anymore. Key Asset Management

  Customer Answer

  Date: 02/05/2023

  Better Business Bureau:

  
  
  
  

  I have reviewed the response made by the business in reference to my complaint and have determined that this does not resolve my  issue.  For your reference, details of the offer I reviewed appear below.

  
  

  **In order for the bureau to continue to assist you, you MUST provide your view on the matter or your complaint will be closed as answered.
  
  
  
  
  
  
  
  
  
  Regards,

  
  

  Complaint ID: 18056834