Kelbie Home Improvement

Update: added a star because I received a voicemail and text within 20 minutes of posting this review; Kelbie expressed willingness to repair the roof coating, I declined in favor of finding another roofer

Poor customer service; roof has holes less than six months after work was performed

Called about a leak from a small secondary roof/landing on an old rowhouse. Mr. Kelbie convinced me just to reseal the roof and fasten the existing gutter to a new piece of vinyl fascia. Work was completed within a reasonable amount of time (especially considering it was close to Christmas). Within six months the sealant was bubbling and cracking in many places. Called to see if it was under warranty. Received a text from Sean within a few days asking for pictures. I sent them, he texted that he received them. Sean said he’d call me to schedule someone to come out. Four days later he still had not called, so I texted for an update. He replied he would have someone out “this week.” He then did not respond to texts for a week, but finally said he was out of town and would call the following day to schedule something. He then stopped responding to all texts.

I chose Kelbie in large part because of the great customer service other reviewers noted. I never experienced even adequate customer service. And my roof still looks terrible and has holes.

Overall, very disappointed in the overall experience with the Kelbie team. They were very unprofessional, unorganized, and eventually started harassing both myself and my pregnant wife in front of our 14 month old child. I have text threads and phone calls that convey legitimate harassment by the Kelby team who overall were unpleasant to work with. Details below.

Finishing the Project/Harassment

The Kelbie team said the project would take 1-2 days, when they slapped us with a change order they said 2-3 days, and days 4, 5, & 6 were dragged out because they would send one person to clean without notice. The Kelbie team came to pick the final things up without notice while I was not home, and immediately demanded payment despite me not being home to verify project completion or communicating to me a time to which we could mutually agree on the project completion. They then asked me to verify completion at 10 PM on a Saturday night and pay the final invoice immediately, and started harassing me. Sean was having a bit of a temper tantrum, would yell at me without letting me ask questions, and even went as far as saying “While you were out tonight I sent guys to your house to remove shingles so good luck if it rains tonight b/c your house is going to flood.” The next morning I identified issues the Kelbie team agreed would require their attention, and they still demanded the final payment before continuing the services. Despite the contract saying the project needed to be completed and a warranty delivered, they demanded the final payment before continuing.

Recommendation for finishing a project. Check your downspouts and gutters. Ours were clogged with nails by their team!

Poor Finance Practices

While I appreciated the various options they provide to pay for the project, I was blown away at how Mike Kelbie mishandled client finances. When referring to payment by check, he was quick to send an unsolicited picture of another client’s check as an example for me to replicate without any thought to the fact that he shared personally identifiable information of his clients confidential information including full name, spouse name, mailing address, banking number, and routing number. DO NOT GIVE THIS COMPANY YOUR CHECK. They may forward it to other clients.

Further, for the final payment Mike consistently sent me the wrong number. I finally had to detail out what was paid vs. what was owed, and he seemingly didn’t know how to use his own invoicing software and accounting for payments made that do and do not incur a fee, and how that should impact both his top and bottom line.

Poor Communicators

There was no project management or owner that was introduced to me, so I never knew who the right point of contact was. For a project that was worth $18K for “2-3 days” (project all in took 6 days), I would expect there to be a single person in charge. The owner, Mike Kelbie, would send me texts repetitively with no context or description of the pictures, he sent his sons to my front door to try to explain things, meanwhile their business partner Sean (who was seemingly the most competent) was trying to provide me good customer service and details remotely. It was confusing and to this day I still don’t know who was in charge.

There was zero communication in advance of the project about what to expect, how to prepare, etc. There team showed up a day earlier than initially agreed to, and they would not let us know when they were coming (often would say 7:00-7:30, but show up at 9:30-10:00 or even 12:30 one day). At the project conclusion they didn’t even tell us when they would come so we could mutually agree it was done (it wasn’t).

This roofing company delivered exceptional results with their professionalism and workmanship. It's been five years since they completed the project, and I have experienced no issues whatsoever. Despite being abroad during a roofing emergency, I contacted several companies for bids. While this company did not offer the lowest quote, their thoughtful approach to tackling the project stood out. My house, being over 100 years old, has seen numerous renovations, but the service from this team has been particularly impressive. I am genuinely pleased with my decision to go with them, and I highly recommend their services.

They coated my flat roof,it’s been one year and still have no problems thank you kelbie home improvements

I have a commercial property with a sloped/flat roof. It’s over 9,500 sqft and Mike was able to seal it and give me a 15 year warranty. Instead of getting a new roof, which would cost way over $100K, he was able to do the job for less than half. Whenever I had a problem, he took care of it quickly. He has a good team and believes in customer service. He’s an expert in his field and recommend anyone to listen to his opinion and advice.Service: Roof repair

Very happy I used this company to put a new silicone coating on the flat roof of my rowhome. They came highly recommended by my neighbors and I can see why. Kelbie somehow managed to give me an in-person estimate on the same day as my first phonecall and they completed the job in less than a week. Love that they guarantee their work and I’ll definitely call them again if I need additional servicesServices: Roof inspection

I recently had the pleasure of working with Kelbie Roofing Flat Roof Specialist, and I am delighted to say that their service exceeded my expectations in every way. From their quick response to their friendly demeanor and extensive knowledge, the experience was top-notch. First and foremost, I was incredibly impressed by how promptly Kelbie Roofing Flat Roof Specialist responded to my initial inquiry. I reached out to them with some concerns about my flat roof, and within hours, they were on the phone scheduling a visit to assess the situation. Their responsiveness gave me confidence that they truly valued their customers' needs and were dedicated to providing excellent service. When the Kelbie Roofing team arrived, they greeted me with a warm and friendly demeanor. It was clear that they were not just interested in getting the job done but also in building a positive rapport with their customers. They took the time to listen to my concerns, asked thoughtful questions, and provided clear explanations of the options available to me. What truly set Kelbie Roofing apart was their extensive knowledge and expertise. They displayed an in-depth understanding of flat roofing systems and were able to address all of my questions with confidence and clarity. Their professionalism was evident as they discussed the various solutions and provided detailed explanations of the recommended course of action. It was evident that they were not just knowledgeable about their craft but also genuinely passionate about it. Throughout the process, Kelbie Roofing demonstrated exceptional attention to detail and a commitment to delivering high-quality work. They completed the job efficiently and with great precision, ensuring that every aspect of the project was handled with care. The end result was a flawlessly repaired flat roof that not only looked fantastic but also provided me with peace of mind. Overall, my experience with Kelbie Roofing Flat Roof Specialist was nothing short of outstanding. Their quick response, friendly approach, and impressive knowledge made them a pleasure to work with. I highly recommend their services to anyone in need of flat roof repairs or installations. With Kelbie Roofing, you can rest assured that you will receive top-notch service from a team of experts who truly care about their customers' satisfaction.

I recently had the pleasure of working with Kelbie Roofing Flat Roof Specialist, and I am delighted to say that their service exceeded my expectations in every way. From their quick response to their friendly demeanor and extensive knowledge, the experience was top-notch. First and foremost, I was incredibly impressed by how promptly Kelbie Roofing Flat Roof Specialist responded to my initial inquiry. I reached out to them with some concerns about my flat roof, and within hours, they were on the phone scheduling a visit to assess the situation. Their responsiveness gave me confidence that they truly valued their customers' needs and were dedicated to providing excellent service. When the Kelbie Roofing team arrived, they greeted me with a warm and friendly demeanor. It was clear that they were not just interested in getting the job done but also in building a positive rapport with their customers. They took the time to listen to my concerns, asked thoughtful questions, and provided clear explanations of the options available to me. What truly set Kelbie Roofing apart was their extensive knowledge and expertise. They displayed an in-depth understanding of flat roofing systems and were able to address all of my questions with confidence and clarity. Their professionalism was evident as they discussed the various solutions and provided detailed explanations of the recommended course of action. It was evident that they were not just knowledgeable about their craft but also genuinely passionate about it. Throughout the process, Kelbie Roofing demonstrated exceptional attention to detail and a commitment to delivering high-quality work. They completed the job efficiently and with great precision, ensuring that every aspect of the project was handled with care. The end result was a flawlessly repaired flat roof that not only looked fantastic but also provided me with peace of mind. Overall, my experience with Kelbie Roofing Flat Roof Specialist was nothing short of outstanding. Their quick response, friendly approach, and impressive knowledge made them a pleasure to work with. I highly recommend their services to anyone in need of flat roof repairs or installations. With Kelbie Roofing, you can rest assured that you will receive top-notch service from a team of experts who truly care about their customers' satisfaction.

Mr Kelbie was so accommodating. He went out of his way to take photos for me. Would definitely recommend. Office staff was also very helpful.

I’ve been doing real estate since 1979 and Michael K***** is the best roofer I’ve ever had the honor to work with . I personally love old school professionals, he is the best !