Complaints

This profile includes complaints for Keller Interiors's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Keller Interiors

  1755 S Cobb Industrial Blvd SE Smyrna, GA 30082-4907

• 

  Keller Interiors

  116 Distribution Dr Birmingham, AL 35209-6309

• 

  Keller Interiors

  6049 Perimeter Pl Montgomery, AL 36116-5173

• 

  Keller Interiors

  3333 Marathon Ct STE A North Charleston, SC 29418-7411

• 

  Keller Interiors

  408 Jensen Houston, TX 77020

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:06/25/2025

  Type:Service or Repair 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.

  Last Jul-Aug we had Lowes install our floor in Basement. Keller was the installer. The initial install looked fine to us not floor installers. Except for skirting boards not installed wrong ones delivered for wood not Concrete. We noticed around Jan-Feb the floor was starting to buckle horrible like 6- 10" high. I checked on line #1 cause expanion gaps not put in. Keller ******* came out to inspect he was original installer. Stated it was due to no Gap Expansions. Took Video and pics. Basically the entire floor touched the walls and beams no gap. Not a proffesionall install at all. *** R ***** Manager called me and said it was kellers fault and couldnt believe this was installed like it was. She was covering the cost of replacment. She was very nice and appoligitic at the time. This changed dramitically! They tried to install new floor again, but I had to take down pool table "they moved it the first time". I took it down the same day and ********* were suppose to come the next day. I sent her pics of the table being tore down that night. *** got upset because it was after hours. I was just trying to keep the installers for the next day. We never recieved a text or call from her again. Very Unproffesional and not cutomer friendly!Keller finally came back after 2 weeks with our stuff outside, crazy. They started removing old floor and noticed some water and freaked out and said they couldnt continue. I got home later and it turned out it was the dehumidifer it had a kink in the line which caused it to leak on the floor. I cleaned it up no other leakes and or any other water! Keller and Lowes says since there was water no install can be completed. Even though it had nothing to do with the buckling. It was a way for *** and Keller to get out of doing the work. Very sad. I have since installed the floor, I ran out of planks *** didnt deliver the entire floor to the house. We paid for it. I paid 3k for an install I did myself!

  Business Response

  Date: 06/27/2025

  We appreciate the opportunity to respond to this complaint and to provide additional context.
  The original flooring installation was completed on August 9, 2024, per the customers request and specifications. Notably, the customer instructed us not to install baseboards, which we documented. While this was not our standard practice, we accommodated their wishes, ensuring that appropriate expansion gaps were left around the perimeter of the flooring.
  
  In April 2025, the customer reached out regarding significant buckling and soft spots in the flooring. Upon inspection, it was observed that the expansion gaps were no longer visible and the flooring had begun to heave clear signs of moisture intrusion and swelling. During this visit, we discussed environmental factors and were informed the basement was being managed with a dehumidifier.
  
  To assist in resolving the issue, we offered to provide new materials at no charge to the customer and scheduled a reinstallation. During multiple attempts to perform this service, the room still contained a pool table. We communicated that the pool table would need to be moved in advance, but the customer initially declined and insisted it would take several days. The vacated time slot was then filled with another customer appointment. Later that evening (after hours), the customer informed us the pool table had been moved. We acknowledged this but explained we would need to reschedule, which we did for the next available opportunity.
  
  When we returned, our team found significant moisture under the flooring. This moisture was not due to installation error, but rather from a kinked dehumidifier line, as confirmed by the homeowner. Unfortunately, the presence of water compromised the subfloor and the flooring system. The picture attached shows that moisture was present and thorough enough to cause wrinkling in the flooring sealant (not our installation). We documented and reported the findings, which aligned with site-caused moisture-related swelling, not an improper install.
  
  Despite our efforts, communication became increasingly difficult. The customer made repeated after-hours calls and was aggressive with both our office and the store. We take customer satisfaction seriously and made multiple attempts to resolve this matter in good faith, even when the circumstances pointed to external, non-installation-related issues (moisture). We regret that the experience did not meet the customers expectations, but we stand by our findings and the original service provided.

  Customer Answer

  Date: 06/28/2025

   
  Complaint: 23515355
  
  I am rejecting this response because:
  
  Sincerely,
  
  **** *******

  This complaint is more to *** R manager then Keller.

  There is blatant lies from her in the response.  There was no communication because she would not return calls we became frustrated.  I called one time after hrs not several lie. Contractors were scheduled for next day wanted to keep them but as usual she didn't respond!

  The expansion gaps were never put in initially another lie.  ******* and *** both agreed they were not put in. Why would they come to put a floor if that want the case??  Also because *** didn't tell us she want moving pool table we would had it moved days prior. She didn't communicate! Only one attempt was made to install floor with pool table up not several another lie!  The pics are from my dehumidifier one day leaking wasn't even used when floor was in. Ther was huge hills where no moisture was because there was no gaps put in and agreed by *** and original installers *******. She has video of that also.

  Bottom line *** never intended to put the floor in and once my dehumidifier leaked they took pics and found an out!  The entire floor buckled because no expansions were put in.   Oh  yeah initial skirting was delivered for wood walls not concrete. We never said we didn't want them we said they could be put in later another lie!  

  We truly believe if we had a better manager our floor would have been fixed correctly and in a timely manner.   *** doesn't possess these skills.  She was very nice on our first call appolligized for the gaps not being put in and said it was there fault 100% said she couldn't believe it was done that poorly.  ******* blamed it on the manager prior to ***.  I was initially thrilled she was going to help.  But No after that No communication from her at all! We asked her why she wouldn't call or text she got annoyed.   That's not a good manager.  She should have been concerned with the customers needs not hers.  We wanted it finished it had been a grueling process and our stuff was outside.   This could have been handled so easly. *** also hung up on my wife and ***** at ****** in *********. Unprofessional again.  Not acceptable. *** knows there responsible  but has now decided to lie about the facts!   I may have to spend 10k to get a lawyer and get my 3k back.  It the general issue now *** doesn't have integrity, truthfulness, basic manager skills and customer relation skills. Very Sad!!  

  Business Response

  Date: 07/01/2025

  We appreciate the opportunity to respond to this complaint.
  After thoroughly re-reviewing our records and communication history, we believe the customer's claims do not accurately reflect the events that occurred and stand by previous statements. We strive to provide excellent service and resolve issues fairly. However, in this case, the customer's request for refund does not align with the facts of the transaction.
  We remain committed to resolving genuine concerns and are happy to work with customers in good faith. If there is new or additional information the customer can provide to support their claims, we are open to reviewing it.
  Thank you for allowing us the chance to clarify this matter.

  Customer Answer

  Date: 07/02/2025

   
  Complaint: 23515355
  
  I am rejecting this response because:
  
  Sincerely,
  
  **** *******

  The pics you put on of the floor were a 1 time spill from dehumidifier! FACT! Your pic of the floor peeling was prior to floor being installed, we had painted I'N 2018 and it peeled up that's why we put the new floor in wasn't WATER DAMAGE FACT!!!  NO 1/4 GAP WAS EVER PUT IN FLOOR INTILLATION. *** AND ******* ADMITTED THIS MORE THEN ONCE. FACT!  *** STATED 100% KELLERS FAULT.  FACT!  

  Your responses don't address any of these facts!  Dishonesty and out right theft is not a way to conduct business!!  Bottom line *** and Keller didn't want to fix thier mistake because it was costing them more $ Don't preach about customer satisfaction or integrity you have none!  The amount of stress and work that you cost my wife and I is unacceptable!! 

• Initial Complaint

  Date:04/14/2025

  Type:Delivery 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.

  Purchased carpet through Lowes. Was contacted the next day by ****** to schedule the installation. About 3 weeks later, Lowes called on a Wednesday to say the carpet might not be delivered in time for my install scheduled for the following Tuesday. I was told to call back over the weekend to check on the status. Lowes then called back on Thursday to say they checked with Keller and they had received the carpet. Received a text on Friday from Keller about scheduling the install- when I told them it had already been scheduled and sent them a copy of the confirmation text I had received weeks prior, I was informed they had cancelled that appointment and given away my time slot and it would be another week at the earliest. Given we were just a few days away from the scheduled date, we have already prepped our house with most of our bedrooms content shoved into our dining room and garage. In addition, we have other work scheduled that can't be completed until after the carpet install that now has to be rescheduled and will take many additional weeks. Keller refuses to help in any way fix the error that they made and will not even call me even though Lowes has requested them to and won't respond to my messages. They also set the rescheduled date without talking to me for a date I can't miss work.

  Business Response

  Date: 04/15/2025

  Called and spoke to ******* ****** this morning to apologize for delay in carpet shipping out and mis-communication between ******, Keller, and customer with availability and scheduling.  Confirmed that appointment is currently scheduled for Tuesday 4/22 with an 8-11 am arrival window and that customer is on the cancellation list in case a sooner appointment becomes available.  Mrs. ****** stated that her husband is taking the day off on 4/22 and requested to keep this scheduled appointment.  I removed the customer from the cancellation list, verified appointment for Tuesday 4/22, and apologized again for the delay.   

  Customer Answer

  Date: 04/15/2025

   
  Complaint: 23201277
  
  I am rejecting this response because:

  As a result of my appointment being cancelled without my knowledge, I have had to pay a $597 rescheduling fee for other work that I had booked that could not be completed prior to the carpet install.  I expect to be compensated for this.

  I would also like to note that ****** informed me that the appointment should have never been booked in the first place until after the carpet had been received.  This could have all been avoided if this had been done.  This has placed a huge burden and stress on myself and my family as our belongings had already been packed up in preparation.  

  
  Sincerely,
  
  ******* ******

  Business Response

  Date: 04/15/2025

  Called ****** to discuss customer's request for compensation and ****** attempted to contact Mrs. ******* they left a voicemail.  I also tried to call Mrs. ****** to discuss the compensation request and left a message.  Per ****** policy, compensation requests can be discussed after the completion of the installation, which is scheduled for Tuesday 4/22/25.  I have updated the customers record and attached the receipt provided with the request for compensation and after the installation is completed next week, then the ****** team will follow up to discuss next steps.  

• Initial Complaint

  Date:04/10/2025

  Type:Service or Repair Issues
  Status:

  UnresolvedMore 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.

  I started my carpet project on February 8th 2025 when I had my home measured for new carpet. I was told someone from Keller Interior would reach out to schedule my installation. After several voicemails and no return communication from a dedicated *** handling my order, I went into a Lowes on 2/24 and they directed me to call the customer service line instead of my dedicated ***. The woman with customer service told me I needed to schedule with the *** directly but she could finalize my order and take my payment. I was then unable to get ahold of anyone for installation until 3/14 -3 weeks later. Due to my schedule I had to push the installation even further. Out to 4/9. I was told when speaking with the installation team that my window was between 8am-11am. Between April 2-April 3 I got 8 emails saying my installation had been rescheduled. Being concerned as this is the only day I was able to be home for installation I called Lowes installation support. They told me the installation had been moved to 11am- 2 pm slot, which did not work for my schedule. She spoke with the installer and changed it back to 8-11am for April. 9th. I then got 2 more rescheduling emails, prompting me to call Lowes support again the night before my installation. She assured me nothing changed. No one showed up for the installation the next day with zero communication. I was told the installer quit after I called. They said they could come the next day and it was agreed upon that it would be after 2pm so we could have someone home. They called me on 4/10 at 10:30 am saying they are at the door and threatening to cancel/reschedule us again since we were not home. This carpet installation is the last item I need completed before putting my home on the market. This issue is causing financial hardship on my family. This business is scamming people and causing huge issues that mess with peoples lives and well being .

  Business Response

  Date: 05/06/2025

  This issue has been resolved to the customers satisfaction

  Customer Answer

  Date: 05/06/2025

   
  Complaint: 23187441
  
  I am rejecting this response because: I did not get refunded as I requested from Keller Interiors. 
  
  Sincerely,
  
  ******* *****

• Initial Complaint

  Date:03/28/2025

  Type:Service or Repair 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.

  Ordered flooring/installation through Lowes. They told me that PROFESSIONAL installers would put in my new floor. They sent Keller Interiors to my home. Two gentlemen who spoke no English showed up - neither could communicate with me. I had placed plastic covering over my countertops and appliances. They started the demo work when I came back in the room they had removed all the plastic. There was dust/debris throughout my entire house. Then using a phone translator told me my floor wasn't level and they needed an additional $1200 for labor/materials. I spoke to lowes installation desk. They said they would waive the labor but I would need to pay for additional supplies $300 - 7/50lb bags of leveler and 3 qt cans of primer. They said they'd contact Keller & have the installer go to lowes to pick up additional supplies. Within an hour the installers were laying the floor. I never saw the additional supplies nor were any excess supplies returned to me. I researched the leveler and found that at the very minimum the product needed to set/dry at least 4hrs before applying any floor covering. That didn't happen. I looked at the edges of the floor boards and instead of cleanly cutting them, they were breaking them with their hands. Then when they put the baseboards back up they broke chunks out of them nailed them and used white tile grout/caulk to apply them. They also used the caulk to adhere some of the flooring. My home is a disaster. I've called lowes/Keller every day for the past week. I was laughed at by Keller. ***** tells me they have to give Keller an opportunity to fix problems. Supposedly an inspector is coming in over a week. Nobody seems to care that my home is a mess, all of my baseboards are damaged AND walking on the floor feels like I'm walking up/down hills. I WILL NEVER shop at ***** again and most certainly NEVER Keller Interiors. Keller is the MOST ************** company I've ever experienced. I'm just sick over the damage they've caused.

  Business Response

  Date: 04/01/2025

  This was inspected on 4/1/25 and the findings are that there is a full replacemnet required at no charge to the customer.  The customer was satisfied with our findings and the replacement material will be ordered on 4/2/25. Estimated time to completed resolution is 21 days or sooner.

  Customer Answer

  Date: 04/06/2025

   
  Complaint: 23127312
  
  I am rejecting this response because: I'm not necessarily rejecting but I still have concerns/questions. The inspector did state he would replace my baseboards but they only come in white. He stated I would need to paint them as Keller doesn't do painting. After our meeting and time to process his responses I text him to say that I did not cause the damage, his workers did, therefore he needs to either replace them in black or incur the costs for them to be painted. I haven't received a response about this. I didn't cause the damage, I should not have to endure further costs or work. Furthermore it was not my understanding that he intends to do a full replacement. He talked about lifting boards and doing fixes here/there as needed. And he's only ordered 9 boxes of boards whereas original order was 17 boxes. I want nothing less than a FULL REPLACEMENT. This company was completely irresponsible in sending these unqualified, incompetent and wouldn't be surprised to find out if they are also undocumented workers into my home. And they made a complete mess of it. I don't want any reminders of this mess. It was supposed to be a 1 - 2 day job and it's going on 3wks now that I have not been able to use my guest bathroom or have full use of my home. The inspector stated he would work on getting a plumber here asap. When he called me back 2 days after his visit, he was still trying to locate a plumber. 5 days now since his visit and nothing. This is ridiculous and completely unacceptable. The inspector also told me on his call 2 days after his inspection that he was waiting on **************** to get back to him. I also received a call from ***** customer service a day later that they also are waiting on ****************. I'm 100% positive that if anyone from **************** or Keller had this done to their home, the place where they live, they would not still be waiting for something to be done. I just don't believe either of these companies care about their customers. And I cannot believe how completely lackadaisical and irresponsible both of them are being in the handling of this mess. The inspector did state he would deliver the new supplies at a time that is convenient for me, which is about the first caring thing anyone during this ordeal has said. But what about the 3 weeks of ongoing inconvenience I'm already going through? This is has been an absolute nightmare. The distress of the entire ordeal is affecting all facets of my life.
  
  Sincerely,
  
  ******* *****

  Business Response

  Date: 04/07/2025

  Our intention is to replace the entire floor, as well as, the having the baseboard painted.  This shouldnt effect the resolution timeline and the customer will be notified of the changes.

  Customer Answer

  Date: 04/10/2025

   
  Complaint: 23127312
  
  I am rejecting this response because: Now after 3wks since this debacle begin Lowes has decided to step in and is doing everything they can to drag this ordeal on even longer for me. They have agreed they will replace the floor and baseboards but are telling me that I HAVE to paint the baseboards! That painting "is beyond the scope of work for Lowes". A multi-million dollar company can't manage to pay for someone to paint these baseboards that were damaged due to this incompetent installation. But me the homeowner, THE CUSTOMER,  the one who DID NOT damage the baseboards can afford to pay someone to paint them?? This is way beyond ridiculous. 
  
  Sincerely,
  
  ******* *****

• Initial Complaint

  Date:11/18/2024

  Type:Service or Repair 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.

  I purchased new LVP flooring from ****** in *************, *******. It was ordered and delivery promised the following week and installation on the next Monday. It took 4 weeks for the material to arrive and another 3 weeks to schedule installation by Kellers.When the man arrived I asked him to inspect the floor to make sure no repairs were necessary. He said it was good but did not remove any underlay. After finally completing job I noticed the floor having soft spots which got progressively worse. I contacted Kellers who finally sent out an inspector. He said the floor needed some repair and he should not have installed the new floor on top of it.I have been trying to get this taken care of. Nobody answers the phone or returns a call. Someone was supposed to come out on Friday, nobody came. This is a very unprofessional company and ****** is not much better. This needs to be addressed. I would never recommend this business.

  Business Response

  Date: 11/20/2024

  Site visit by Keller Interiors, Regional Manager, ***** **** will take place on Monday 11/25 to review in person.

• Initial Complaint

  Date:11/09/2024

  Type:Service or Repair 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.

  Recently I purchased laminate flooring from ****** for my office. Keller Interiors is their 'go to' company for installation. Two guys came to my house to do the install and did a pretty decent job installing and cleaning up after themselves. However after they left I inspected the flooring and discovered a small damaged area. It isn't very big but the color is completely gone making the area white. The flooring is not white. Since then I have been in contact with ****** in ********, S.C. and after weeks of trying to get in touch with Keller's Interiors I finally was able to. They weren't quick to get in touch with me. The other day, two installers were at my house and one of the guys is one that did the initial install. After looking at the damaged spot, one of the guys first tried to cover the white spots with a pencil. I told him "no". He then wiped it off and used a black permanent pen to cover the spots. I was livid but didn't let it show. He said it would be temporary. Yeah it was because after the guys left I wiped the ink off of the floor. I contacted ****** and told them what happened and since then I've heard nothing. This occurred last week and I will contact ****** again next week to see what's going to happen to rectify the issue. The flooring looks like wood grain and there isn't any black/blue color in it that matches the permanent marker. I have attached images. The white areas is where the damage is and the coloring is gone. I can't prove it but I believe that one of the installers did the damage by accident with one of their tools. I can't imagine they would have installed a damaged board.I'm not able to upload a copy of the receipt because it's too long.

  Business Response

  Date: 11/11/2024

  Good afternoon,

  We have contacted Lowes for a new work order to be opened, including material needed to complete the replacement of the discolored boards and are waiting on confirmation of the availability of the product.  We called and left a voicemail for Ms. ******* today a little before noon to provide an update and will continue to reach out with updates until we are able to schedule the repairs.  As soon as we are notified that product is available, we will get the repair on the schedule for completion.

  Customer Answer

  Date: 11/12/2024

  Yesterday morning I received a call from ****** installation department regarding my flooring. I was asked about the install and I explained the issue and also sent images via email. I was assured that a call would be made to Keller's Interiors. It wasn't until noon that Keller's called me but I missed the call. Why didn't someone from Keller's contact me before this? They had days to call me after my complaint but no one reached out to me. This company is very difficult to contact and they give no email address on their website. Phone calls go unanswered.

  Every Tuesday, ****** installation department calls to get an update on a project to make sure everything is satisfactory with the customer. When I told the representative about how one of the installers covered the damaged area on my new flooring with a permanent black marker, the representative apologized for it. I told her it wasn't her fault; it wasn't any fault of ******. She promised to call Keller's and she made the call.

  I don't know what's going to happen now but this entire thing has been a mess. I never expected anything like this to happen and I am very disappointed about it. One of the original installers was careless when installing the flooring thus causing the damage but never said a word to me about it. Maybe they didn't notice it but I certainly did and I noticed it straight away.

  I am REALLY disgusted that the *** thought by using a black permanent marker on the damaged area was acceptable. Who trained this ***? How would he feel if his vehicle had a damaged area on it and I came along with a magic marker and colored it in? Is THAT acceptable???

  I don't want this *** in my house ever again and in fact, in my opinion, he needs to either be retrained or fired. What kind of company allows their employees to be so careless and so stupid?

  I'm hoping that my flooring will be repaired or replaced or something. I paid a lot of money for this flooring and I expect perfection, not colored in with a permanent marker. This company should be ashamed of themselves. The employees should be ashamed of themselves as well.
  

  Business Response

  Date: 11/12/2024

  Good morning, we have spoken to Ms. ******* today and she is confirmed for repairs to be completed on Friday, November 15.  

• Initial Complaint

  Date:10/07/2024

  Type:Service or Repair 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.

  I recently had work done by Keller Interiors (contracted through Lowes) and this has been the most frustrating home project. They didn't do a good job, when he came back he once again did not use the materials we bought from Lowes and instead used materials we did not want nor do we know where or how he obtained them. Our sink is still not properly put back and the floor is not even as if ****** has never heard of a level. At this point, I wonder if he or his son are fully certified to install tile. When I called on Thursday to follow up after ****** left I was told I was going to receive a phone call and I didn't. I would like to get a refund for the work that was not done such as the measuring and cutting of the *** baseboards and bronze ******** because now I have to find someone and pay them to remove the old baseboards that I originally wanted removed, pay for the disposal and then the prep and installation of the *** baseboards. Furthermore, I now need to find a plumber to fix my sink. My suggestion is that Lowes stop using them before they ruin ****** reputation.

  Business Response

  Date: 06/09/2025

  We apologize for the poor service this customer experienced during their installation. We scheduled and completed the work in October 2024.

  Customer Answer

  Date: 06/09/2025

   
  Complaint: 22388865
  
  I am rejecting this response because:

  I have tried to contact your business several times but there has been no reply from the local branch to help me fix my flooring. There is no accountability from your business on the poor job that was done at my house. 

  
  Sincerely,
  
  **** ******* *********

  Business Response

  Date: 06/11/2025

  A local senior leader reached out to the customer twice with no answer on Tuesday June 10. If the consumer wishes for us to take further action on this project, we will be happy to do so if we are able to connect. If not, we will consider this matter closed.

• Initial Complaint

  Date:09/30/2024

  Type:Service or Repair 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.

  ***** subcontracted some work out to Keller Interiors to lay tile in Our Home. The installer was having problems getting the refrigerator away from the wall so he pulled on the handles and broke the handles off of my refrigerator and messed up the light on the top because he broke a bracket there also, the company is refusing to fix the refrigerator. They said it was broken before they started, but I sent them photos of before and afterwards, and the refrigerator door handle was perfectly fine before the work started. The gentleman lied and said it was broken prior.

  Business Response

  Date: 10/01/2024

  The customer had pre-existing damage to the refrigerator handle as outlined in the attached pictures. Picture 1 shows the damage to the fridge when Keller Interiors arrived. Picture 2 shows the installer sending a manager the pre-existing damage to the fridge with it time stamped upon arrival of first day of work. Picture 3 shows the customer moving the fridge with the help of a neighbor. Picture 4 shows the customer admitting through text messages that they would be moving the fridge and also threatening the installer with poor reviews.

• Initial Complaint

  Date:09/30/2024

  Type:Sales and Advertising 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.

  Project has not been completed in the timeframe provided by Keller interiors, we are now over 6 business days beyond the timeframe. Called the installer this morning and he claimed the project was done without completing a walkthrough with us, the customers. The project is not completed and now theyre suggesting we will have to wait to schedule completion because they have begun a new project. We have had multiple instances of lack of communication with Keller Interiors, including no call no shows. Several instances of overpromising and underdelivering.

  Business Response

  Date: 10/01/2024

  A member of our office has contacted the customer and scheduled a completion of this project for October 2, 2024.

• Initial Complaint

  Date:08/15/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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.

  We ordered carpet to be installed from ****** as part of the preparation to selling our house. The installers left a landing at the bottom of a set of stairs without carpet. When I called and told ****** they assured me that it would be taken care of. I have had to call multiple times only to be told that it will be scheduled over and over again and I have never received a call from their installers (Keller Interiors) to schedule the fix. I have been told multiple times by ****** that they have escalated the problem, however I'm still waiting. I have run out of patience. My open house for the sale is this weekend and I am concerned that this will cause a delay in the sale of my property.

  Business Response

  Date: 06/09/2025

  We apologize for the step being missed on the original installation. It was an oversight we should have caught. We have talked to the technician who measured the installation to ensure this does not happen again. All work at the customer's home was completed in August 2024.

  Customer Answer

  Date: 06/09/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***** *****