Waste of your time.

Don't waste your time on this company not even to get an estimate. He does have a "nice guy" routine but he will keep you strung along for weeks into months while he cherry picks amongst other leads that come in. Three times he blew past appointments to go over his estimate, without even calling until after the appointment time. There was always some major personal problem (death of one relative, death of another relative, crises on a current job) given as the reason for not showing. I don't think he actually ever did the estimate but was keeping me on the string just in case there was a lull in his large jobs.
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Reason of review:
Poor customer service

Preferred solution: Deal fairly with the next potential customer.

Kristin M Uqq
map-marker Boston, Massachusetts

Home Addition ruined due to Contractor - he'll ***!

I am at my wits end with the contractor of K&M Custom Homes located in Burlington, MA. Do not fall for this contractor's "nice guy" act. He spends more time trying to be "buddies" than he does running his business. He tries to earn your trust, so he can *** later on. Working with this contractor was a joke. He was never truthful on his prices, he does not provide documentation for any of his work or purchases. He does not follow through with initial plans, and it seems as though he and his team try to "figure it out" as they move along. They only build houses in one standard way, and will not take into consideration any thoughts or requests you have. His answer is always "no we don't do that". If you dont pay attention or ask questions, he changes the layout of the house without even discussing. In my initial layout, i had windows in certain rooms, however when the frame was completed, the windows were no longer in the room. If you bring this to his attention, he will then make up a story of an issue they had, or state that that was never actually discussed. In my plans, he never stated that there would be an issue with the layout as far as square footage, however once the layout was beginning to be created, problems started to arise making the areas smaller than what was stated. Shouldnt he have known the calculations of the square footage, and if problems were going to arise to change the layout before creating the framework? He does not provide instruction as to what purchases you need to make. He tells you to pick out the showers and tubs, however before you can even get to the store, he has already purchased them, not providing you with the invoices so you dont know how much they actually cost, then tells you you are over budget. He will tell you go to look for tile and purchase the mortar as well, but never tells you when to buy, what type of mortar to buy and when the day comes that he needed it, and you didnt have it purchased, hed be pissed off and make it seem like you were holding him up. The hardwood floors he put down were gorgeous, until the weather hit 70 degrees and the floor started to bubble. About 6 pieces of hardwood started buckling to the point that I could roll a ball over the hill in my floor. It took him about two weeks to come back and look at it, and then he decided to pull the pieces out of the floor and nail them down into the cement underneath the flooring causing it to be unlevel and actually bubble in other places in the room. He wont come back to fix. The bathroom vanities that I purchased do not work appropriately because the drawers hit the baseboard heater. He stated that I picked out the wrong vanities when he didn't provide any instruction that they needed to be a certain kind. In the master bath, there is an extreme water leak coming through the fan light when it rains. It has already happened twice and he stated it was due to the shingles on the roof not settling because they were put on during winter time. The problem STILL exists and he said he "fixed it" TWICE. Lastly, the water lines he had put in in the back yard were installed illegally. The copper pipe is supposed to be put 4 feet underground and he installed it only 1 ft underground. The house has only been completed two months and more issues seem to arise. He has completely ruined my new home and I would never recommend him!
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1 comment

Keith Smith of K&M Custom Home Improvements did a 2 story addition including basement and decks with porch. I did check his references and all 7 of the 8 that I was able to contact praised Keith’s work and were happy.

The single minor complaint I heard from one person was it took a while to get him to come back and finish installing door knobs. I was told he stuck to his estimate and did not ask for any more money. That was my experience as well. Keith was at the low end of the many estimates I obtained from various contractors.

In spite of that, he did not ask for more money to cover his expense when it was necessary to return to move a dry well location due to an oversight in reading plans. Keith promptly corrected this. Completely on his own initiative, he provided a copy of his driver license (and insurance coverage) showing me his home address, indicating a confidence in the work he was about to do for us. Keith consistently showed a willingness to discuss project options throughout the entire process, putting up with my often detailed questions that I suspect would irritate others.

Keith is the person you speak with initially about your project and he and one or two family members are the ones actually performing the work. You see him every day and can go over anything you desire. The person that “sells” you the job is the person doing the work. That is a huge, huge plus in my (and others I have mentioned this to) opinion.

You don’t end up with someone else doing the work that just wants to get it done and out of there. Keith did top notch carpentry with care and attention to detail and quality of his work “just because”. He visited several shingle suppliers to try and locate a better matching color even though his initial one was fairly close. He hand picked hardwood deck boards for color and grain uniformity and was on his hands and knees in hot weather counter sinking nails for a less visible fastener appearance when he could have more quickly used unsightly screws.

He took the time to arrange porch ceiling and hardwood floor boards for uniform appearance instead of simply putting them up as they came out of the box. Keith started our job when he said he would and stayed on this project after starting it until it was complete and did not disappear to work another job along the way. He kept a clean worksite and respected our home.

We have received many compliments on the project and continue to refer people to Keith.

Being so contrasting to our and other’s experiences, perhaps the negative review has other aspects that contribute to it? It would be unfair in my experience and opinion for it to influence someone’s choice in employing K&M Custom Home Improvement.

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