Response from Keenan Homes
I am Patrick Keenan. My wife and I own Keenan Homes. This is certainly an unfortunate review. We scheduled an appointment with [Member Name Removed] for 1pm on 2/15. I made a mistake and did not have the appointment confirmed on my calendar. It was not intentional, but I did not have the appointment on my electronic calendar. Like so many others, that is how I navigate my days. I discovered that we missed the scheduled appointment late and ran straight out to the home and arrived there at 2:30pm. I inspected the property and was able to have a phone conversation with [Member Name Removed] while I was there on site. I offered my advice and to help in any way I could. I think [Member Name Removed] was surprised because my opinion differed from the opinions he had received from others. It was at this time also that I learned that [Member Name Removed] does not own the home. He is planning to purchase the property, but was not the owner of the home at that time. I offered to help him by taking a look at the report that was provided to him by his home inspector. Much of the work needed related to the brick and tuck pointing. Tuck pointing is not a service that we at Keenan Homes offer directly. I did, however, inform [Member Name Removed] that we absolutely could help him with flashing the chimney and checking all roof-to-wall junctions and that I would be happy to refer him to somebody who could help him with tuck pointing. I'm trying to find the lesson here to help us improve our business. There is no question: we messed up - there was a scheduling error on my part that was a human error...a mistake. It was an inconvenience to [Member Name Removed] and for that, I apologized profusely. We attempted to make this up to [Member Name Removed] as best as we could. We offered to help in any possible way, although much of the work needed was not a service that we provide and, more importantly, he is not the owner of the property. Sometimes there's more to it than a haste grade of "F" in professionalism from someone you've never met. I guess the lesson for me is to triple check my calendar to avoid a potential unfortunate situations such as this.