What started off as a very poor experience has turned into an example of treating how to treat customers.
My project was installing gutters on the front of my house. It was initially quoted in mid-June by one of the owner's employees. I had a few other quotes but decided to go with B&K after reading their reviews. Just before the 4th of July holiday I gave them the go ahead and was told the work should happen that week after the holiday by the same employee who had given the quote.
After the holiday I called to ask when I was on the schedule and was directed to the scheduler. He said I wasn't on the schedule. What went on was a few rounds of "next week". To shorten this story, the bid was made lower than it should have been.
When I reached out to the owner Keith and explained the situation, he resolved to make the situation right.
He honored the initial quote and was very responsive to my inquiries.
To add to the situation, their own equipment went out of service and he had to subcontract the work. So I can't speak to the quality of B&K's workmanship, but he did agree to warranty and stand behind the product as if his own crew had done the work.
It speaks volumes that the owner of a business cares more about doing the right thing than making a huge profit. I plan to use B&K for my future needs.