As the homeowner states the arch top window in the order could not be built by the window manufacturer as an operating windowWe then changed the window to one that did not operate which could be builtThe manufacturer then lost the template we submitted to them That wasn't discovered until we began asking where the window was about the time it was supposed to be delivered to us This resulted in a time delay to get that windowWe went ahead & installed the rest of the order with the understanding we would install the remaining arch top window once it was receivedIt took an exceptionally long time to get that window because it was broken the first time they shipped it so it had to be rebuilt and delivered againWe apologize for the delay even though it was due to factors beyond our control.We have now installed the last window to the homeowners satisfactionShe is now stating that she has concerns about the other windows that were originally installed so we are meeting with both homeowners next week to look at those window to see what we can do to resolve their concerns about them.At this time all of the windows covered by this contract are installed and operating wellK&H apologizes for the extended length of time it took to get this order completed
This job was contracted on 7/1/The job was for windows, patio door, french entry door It required Home Owner Associations approval and confirmation before we could order the windows and doorsThat approval was confirmed on Friday, 8/7/and the order placed the following Wednesday, 8/12/2015, in time for that current period manufacturing cut-offThis job took longer to complete because of manufacturing delays that we were not informed of until the estimated date of the window deliveryIt took weeks to receive the windows, approximately weeks later than originally estimatedIn our first conversation with the homeowner he was looking for discountsI told him the delays were beyond our control and that once we had the windows and doors we would make his installation a priority and assign it to one of our top installation crewsThat is exactly what we did; the windows were received on 9/and assigned to the install crew on 10/1/ The installation was set to begin on 10/16/All these time frames from receipt of the windows were reasonableUpon the K&H install crew arriving they were met with a hostile attitude and the homeowner rudely cursing and complaining before they even started their work The lead installer assured him he would get the job done right and as quickly as he could From that point on the homeowner followed the crew around and took numerous photos, all of which were fine except he continued to complain, got in the way of them working, was a nuisance and impeded their ability to work This is the condition our crew was subjected to while trying to get the homeowner’s windows and doors installedThe window installation was completed without incidentThe homeowner has security doors on both a patio door that we were replacing and a swinging French entry door located in the master bedroomThere is no mention in the contract regarding the handling of the security doorsIt is stated in the contract language that K&H provides no warranty for either the product or installation of any product provided by the BuyerWe were able to replace the patio door without having to remove the security door however because the new door was thicker than the original door in order for it to sit into the same pocket we needed to cut back the floor tileThis is procedure for replacing that type of patio doorThe homeowner observed this and took pictures but never objected to the installer or tried to stop him from cutting back the floorIn order to install the French door properly we needed to remove the security door The French door was sized correctly and installed without any issuesDespite there being no reference in the contract about the security door the installer, as a courtesy, began to reinstall it for the customerIn order for the security door to fit onto the newly installed French door it was necessary to reduce the width on the sides of the brickmold, or exterior trim, on the door This is a procedure when field fitting, or reinstalling, an existing security door on a newly installed door Every job where this is necessary must be measured on site so the amount that is cutback is done correctlyThis allows us to complete the job at the time of installation and a return trip is not necessary The installer explained this to the homeownerThe homeowner became indignant at this point, refused to allow the installer to complete his work and sent him away This lead installer, who usually receives outstanding reviews from our customers, said he has never worked with anyone as rude and obstinate as this homeowner and he refused to return to perform additional work after he completed everything the homeowner would let him do We followed up by having the manufacturer’s representative from [redacted] go by the house to inspect the French Door installation to make sure it was properly sized, installed and check to make sure we were correct in our efforts to reduce the width of the brickmold for the security door to fit back on He confirmed all of those items and offered to special order some cut back brickmold for the homeowner, for which he confirmed our installers measurement, in an effort to resolve the issueThis obviously required that we had to return to get this completedWe decided that we would not charge the homeowner for the return trip despite the fact we were doing this work as a courtesy, had no contractual obligation to do it and were dealing with a homeowner that was rude In the interim the homeowner discovered some glass he wan [redacted] replaced which we would take care of at the same time when we returnedOnce we received all of the necessary parts we scheduled an appointment and during that appointment we replaced the glass and installed the security door When we drilled a hole in the threshold for the security bolt we missed the location and had to redrill it Since we were installing this as a courtesy we offered a solution to resolve the holes in the threshold but the homeowner refused to even consider it and demanded that we replace the threshold At this point all of our attempts to work with this homeowner have been met with rudeness, hostility and an ongoing unwillingness to work with usWe decided this job was officially complete and they could find someone to finish working with the security door We offered a settlement that they initially accepted but then decided they would prefer filing a complaint against us Despite all that we did provide them a $discount against their final payment Following the initial installation the homeowner complained that we left a mess of his house and stated, within the same conversation, that it took him hours to clean up, then later that it took them hours to clean upWhen asked for photos of the mess he produced photos of the installer’s drop cloths taken while the job was in progress with some debris that was not on the drop cloth but was vacuumed up at the completion of the job We have no idea what [redacted] paperwork he hasThe copies of paperwork in our files have nothing written about the security doorsMy guess is he obtained a copy of the quote with full retail pricing on it before the negotiated discount Cutting back of the floor is a common practice in the industry in order to achieve a proper retrofit installation of a door that is wider than the original door This was done with the homeowner in attendance and watching (he took photos of it) without any objection from himHis contract does specifically address our warranties including trip charges Our response to his desired resolution, we have already addressed reasons for cut back of the floor and there will be no compensation for that; he apparently has documentation of the retail price of his door in hand, we calculated the price charged him for the door to be $4,100, which was his final amount due; he has never stated anything to either the [redacted] representative or K&H about skirting on his French door being an issue so we cannot address that unless he can provide photos of the problem; the installation of the security door was done as a courtesy and not part of the contract He received a $discount which he can use toward having someone else refit itWe are not going to replace the threshold of the door! We previously offered a resolution to the hole in the threshold that was rejectedIf he now wants us to perform that resolution we previously offered we are willing to do it without charging them with the understanding that it will be done per our previous offer, they will be courteous to our service personnel, it will be done in one trip just the one time, and in accordance with our contract K&H provides no warranty of any kind that the security door either fits or operates as it did with their original doorPlease let us know how you would like us to proceed
Complaint: [redacted] I am rejecting this response because: Once again we the consumer are having to show proof and justify the reasoning for the outcome we are seekingWhy should we have to supply K&H with paperwork that they should have in their records? [redacted] had no problems locating the paperwork or confirming the "order comments"If the order was "modified", then why does the order number, the product information, and warranty all match? if the order was modified, doesn't that require a signature from the consumer showing a change? Again, we keep being told that the removing and re-installing of the security doors were not "written" in the contract, but K&H suddenly felt courteous or accommodating to help make up for some delays in obtaining the windows! K&H on their own ADMISSION took on the RESPONSIBILITY of removing the security doors (that they NEVER DO) therefore they took on the responsibility of making sure they fit correctly upon re-installationK&H had the opportunity of NOT removing the security doors and reschedule the installation of the [redacted] doors at our expense after the security doors had been removed by the security door company! All of our issues are regarding our threshold and the improper fitting of our security doorsWe have done our due diligence and feel that we are having to defend ourselves over and overK&H will continue to deny fault and will change and add to the stories to not be held accountableWe are willing to obtain a outcome suitable for both us and K&HThis will not include putting a plastic PC piece on holes in our threshold made by K&H installerHe is the one who miss-measured and cut the holes in the wrong location! We would like for K&H to replace the threshold and have our security doors removed and re-installed by the security door company at K&H's expenseWe have not received the service that we paid for, and are now stuck with security doors that don't fit and a company not willing to do anything but fix the problem with a piece of plastic piping Sincerely, [redacted]
K&H had a contract with this customer to install a new entry door and storm door which we have completedWe also had gone out to measure the siding on his house so his claim that he has had no contact with us is blatantly falseIn the process of installing his doors we determined that it was in our mutual interest not to move ahead with the siding contractWe were in the process of withdrawing from that when he filed his complaint We sent a refund within hours of receiving notice of this complaint and that check has been cashedWe apologize for any inconvenience this homeowner may have had as a result of this experience
Complaint: [redacted] I am rejecting this response because: Attached is the [redacted] door order that was sent to us by [redacted] on 7-15-(#1)On the [redacted] order comments it clearly states "customer has existing security door to be removed and reinstalled"We contacted [redacted] and confirmed the order was for our [redacted] Custom DoorThere was however a -due to the order change on the hardware(#2)The order number matches all paperwork both from [redacted] and K&H to include our warranty(#3/#4)OUr dispute is not the original amount of the door, but the fact that K&H keeps denying their knowledge that our security doors needed to be removed and reinstalled [redacted] website states " [redacted] is committed to making doors individually customized"If our door was a customized door then "why" didn't our security doors fit properly upon installation? We are not disputing the installation of the French doors, but of the brick moldingWhy would the brick molding have to be cut on a customized door? The brick molding should have been cut correctly by the manufacture when the door was being assembled at the factoryThe brick molding would have been the correct size if the initial measurements were accurateWhen referring to cutting the brick molding on site K&H stated "This is procedure when field fitting or reinstalling on an existing security door"WAIT! If K&H didn't have any knowledge that our security doors needed to be removed or reinstalled, then the size of the brick molding should have been correct and should have not needed to be cutThat's why we declined the cutting of the brick molding on our customized doorAgain, for the 2nd time K&H sent out the [redacted] Representative to re-measure and order the correct s brick moldingALL problem stem from incorrect measurements and improper installation of our security doorsK&H is stating that they're being courteous by reinstalling our security doors, but why would they do that if it wasn't written in the contract? Which was stated in the disputeThey could have advised us to contact the security door company and have them removed "prior to installation" or reschedule the installation of the [redacted] doors until they were removedInstead they took on the responsibility of removing the security doors making therefor making them liableWe currently have extra holes in the threshold due to again incorrect measurementsWe were offered a boot/PC or a plate type of piece that can be used over the top of the threshold to hold the security bolt in placeWhy should we settle for this when it was due to their installers negligence? With regards to the patio door, if it had been measured correctly our marble floor wouldn't of had to been cutThis was told to us by the lead installerAs for the replacement glass for the large picture window, this was solely done by the lead installerHe noticed that there was scratches between the panes and reordered the glass, he then brought it to our attention PLEASE tell us what type of professional company attacks the integrity of the homeowner and states such slanderous statement that were NEVER mentioned before in other emailsIf the conditions for the installers were so HOSTILE and cursing was involved, WHY wasn't the supervisor notified and the installation brought to a halt? NOBODY should have to work under those conditions! Now here's the truth regarding the conditions the installers were exposed toWe had numerous conversations with the lead installerHe shared information as to how long he has been a contractor, how long he has been working for K&H, his family restaurant in Denver, and his future plans for his life and familyWe also supplied water and soda for the entire crewGuess it was pretty hazardous working with a full bladder, oh they also had entire usage of our restroomAs for the discount,we paid what was written to us on an email from [redacted] ***d (#6)$within 5days and a discount of $500.We declined Mr***d offer after we had sent a $cashiers check and called K&H and paid the additional $K&H was paid EXACTLY what they requestedThe $discount was their mistake not ours! According to K&H mission and vision statement it states: "People cone to us for their home improvement because they want to see that their project comes true on time, on budget and worryfreeThat is our missionOur vision in an industry often lacking in integrity and reliability is to deliver the best home improvement experience possible before, during and after our clients remodeling projectK&H did NOT fulfill their mission or vision statement and therefor our request should be granted Sincerely, [redacted]
Initial Business Response /* (1000, 6, 2015/06/18) */
This Consumer never had a valid contract with K&HOur representative went to see her on 4/28/for an appointment to replace her windowsUpon completion of that appointment they had negotiated a price for replacing her windows of $8,
She signed a contract form, which needed to be approved by an officer of K&H, but refused to execute other documents pertaining to the contract and did not provide a deposit payment stating that her grandmother owned the house and was in the process of refinancing itOnce the refinancing was closed and she had the money she expressed she would contact us to sign the rest of the paperwork and provide the depositAt that time she did not know when the closing would be but thought it would be around 5/25/When the contract form was turned in we discovered substantial pricing errors in the representative's calculations that resulted in the contract being severely under-priced to the point we could not accept the contract at that priceWe reached out to the Consumer immediately, on 5/4/to notify her and finally made contact on 5/8/She was notified of the mistake and informed that we would discount the work as much as possible and gave her a revised price of $9,We emailed her this information on 5/8/with the revised price and an additional price for a less expensive window to try keeping the price the sameThere were additional conversations with her between 5/9/- 5/28/reviewing the same informationOn 5/22/the Consumer said she would need a few days to discuss this with "everyone involved" and she would call back the following weekAt no time during our communications did she offer to pay any type of deposit paymentDuring this time we attempted to continue our processes to obtain HOA approval and get her windows measured with the thought to minimize any delays figuring we would work out the price issue and move ahead with her window replacementsShe refused to provide the information we needed for HOA approval and refused to allow us to measure her windowsOn 5/28/the president of the company contacted her and again explained that the price quoted was insufficient for us to proceed with the jobThat the adjusted price was also substantially below our price of her job but it was the lowest amount we could possibly do the job forThere was discussion about working with the manufacturer to see if we could obtain some concessions which might allow us to do the job for less than the $9,she was offeredShe was told we would review that and contact her back on the Tuesday after the Memorial Day HolidayOn Tuesday she was notified that $9,was the lowest we could go and we needed an answer by end of the following dayHer reply was to reject our offer and so it was withdrawnIn summary, the Consumer never had a valid contract with K&H as she never filled out all the paperwork and nor did she provide any deposit on the contractWe made her a very generous offer to resolve the issue of the price which she rejectedIn an attempt to resolve the issue with her I have again extended the offer of $9,to the Consumer until 5:00pm Wednesday, 6/24/If not accepted by that time the offer will permanently expire
Initial Consumer Rebuttal /* (3000, 8, 2015/06/25) */
(The consumer indicated he/she DID NOT accept the response from the business.)
K&H has completely fabricated thier response to my complaintThe truth is, I signed a contract with them and at that same time I was told by the estimator that came to my home that he would contact me in three business days to collect a deposit and sign all the necessary paperwork to proceedI was never contacted! I can provide my phone records if neededThey never contacted me, I reached out to the company on May 8th, That is when I was told something "was wrong" with my contract and there would be a price increaseI told them that was not ok and they said they would see what they could doThey never respondedI then received a very weird phone call from the HOA approval department stating they needed to collect information to obtain approval from my HOAI said I did not think I had a contractThey said a down payment had been collected and everythingI said I thought there was a mistake and to please contact me after they figured it outI NEVER refused anything, if anything I was honest when I stated I had not provided a down payment yet and was not sure what that would even be as the contract price may be differentSame thing with the measuring phone call I got, nothing was resolved, why waste the poor measure guy's time if I do not have a valid contract in K&H's eyes? Also I was never refinancing my houseI just bought it in April of Also I was going to pay cash for the window deal with my grandmother's helpMy grandmother does however have to agree with the price, which she was ok with at the original contract price of $She was present at my home when the estimator came and I signed the contractShe was completely on board thenShe was not on board when they changed the contract price with no notice laterThat is the issue hereNo one contacted usWe had several estimates done by several companies and we lost those deals because we signed with K&HWhich we were ok with because we thought we had a contractIf K&H would have notified me in a timely manner of the price increase I would have moved on to one of those companiesBut it is a new week so promos have changed, so prices have changed so I must obtain new estimates now, and few have come in a bit higherI am upset that K&H just simply blew me offIf I tried to get out of that contract they would make me stick to it for sure, I do not know why they can just walk away so non caringNow I am a bit upset and do not want to even proceed with any contract with themThey were a dishonest company that is being very carelessThe response they have provided to the Revdex.com in response to mine has shown me the true dishonest nature of the company during my experience with themI simply want to cut all ties with them and move completely on from thisThank you for your help Revdex.com, you have truly been a great resource for my issue!
Final Business Response /* (1000, 24, 2015/09/02) */
As we stated in our earlier response this Consumer clearly has a different opinion of what was discussed with her in the original appointment with K&H's estimator as well as subsequent conversations she had with K&H's sales manager and the owner of the companyTo begin with the Consumer only signed the contract and refused to sign the additional paperwork insisting that she would do that when she was ready to pay the depositThe estimator in this case knows that he is to collect a deposit on all contracts unless there is a reason the Consumer gives him for not being able to provide that at the time the contract is writtenIn this case he was told that it was pending the closing of a refinanceHe did not question the circumstances of the financing but accepted it as a valid reasonIf the Consumer is now stating that she had no reason to refinance then she has changed her story from what she told him initiallyNevertheless because she didn't sign all the paperwork and provide a deposit she did not have a valid contractIn a subsequent conversation with her the owner made it clear that the price she was given was not acceptable and since there was no valid contract the price would have to be renegotiated if we were going to move aheadAll subsequent discussions between her and K&H personnel support the fact that she and K&H are an incompatible match for pursuing a business relationshipShe will undoubtedly disagree with anything and everything we state here but the one thing that we are in agreement with her about is that she doesn't want to do business with K&HIn our previous response K&H offered to extend an offer that we had made of $9,772, which she did not acceptTherefore, in the interest of resolving this issue and not engaging in an ongoing irreconcilable dialog, we agree with her to withdraw all offers and not pursue any further business with this Consumer
Final Consumer Response /* (3000, 26, 2015/09/04) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I am so doneThe estimator is not telling the truth hereI was NEVER refinancing my home and I would never have said that, as I just purchased the home in MayThis is getting ridiculousI signed a valid contract and then was never contacted until I reached out to see what was going on and that call is when K&H changed the price! So I agree that this will never be resolved and I will never do business K&HDoneI would like all contact to stop nowThank youEvery time I read a response I just get angryI do not want to feel like this anymoreLife is sort and spending time and energy on this issue is horrible and I am doneI even do not want the people at the Revdex.com to read this junk anymore either, it must be terrible for them too! Sorry
Complaint Response Date bumped because: Holiday
I have reviewed the job referenced in this customer’s complaint and found that the work called for in the contract to replace their fascia would have required removal of not just the gutter where the fascia was located but also a lot of additional gutter that wasn’t intended to be part of the
contract, in order to do this job correctly. K&H erred in not diagnosing this issue when we went out to check the measurement of the fascia stated in the contractIn my opinion we should have made that assessment earlier in the job cycle and possibly come to a resolution much quicker. There was never any promise that changing this fascia would definitely solve the customer’s leak problem however he should have been aware of the potential for additional cost much sooner than when we went out to do the work. Therefore, I agree he is entitled to a reasonable price adjustment for the inconvenience caused him due to our delay in making that assessmentWe have contacted the customer and made an offer for a significant price adjustment to resolve this complaintHe has accepted that offer
Initial Business Response /* (1000, 6, 2015/10/04) */
In reviewing the details of this job we found that the modification that was made to the terms of the contract on the back side were only made on the customer's copy and not included on the original copy turned in to the officeTherefore we
were not aware of the fixed completion date requirementDue to weather and limited availability of qualified installer availability the management should not have approved of such a modification of the termsIn addition the sales representative does not have authority to modify the terms of the contract even by making a phone callSuch modification must be in writing and signed by an officer of the companyNevertheless we did everything we could to accommodate the consumer once we realized we were up against the deadline and could not meet itGiven the circumstances we decided to comply with their request to refund their deposit and cancel the contractThis should completely resolve the consumer's issue
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 11175360, and find that this resolution is satisfactory to me
Sincerely,
*** ***
Initial Business Response /* (1000, 5, 2015/06/18) */
We have been in contact with the customer and have inspected the Garden Window. We determined that the appropriate solution is to replace it with one that is moderately larger. Based upon the desired resolutions she stated here we offered her...
the option of a refund of her deposit or replacement of her window. She decided to have K&H replace her window. The new Garden window has been ordered and will be scheduled for replacement as soon as it is received. We apologize for the inconvenience our customer has experienced.
Complaint: [redacted]
I am rejecting this response because: Once again we the consumer are having to show proof and justify the reasoning for the outcome we are seeking. Why should we have to supply K&H with paperwork that they should have in their records? [redacted] had no problems locating the paperwork or confirming the "order comments". If the order was "modified", then why does the order number, the product information, and warranty all match? if the order was modified, doesn't that require a signature from the consumer showing a change? Again, we keep being told that the removing and re-installing of the security doors were not "written" in the contract, but K&H suddenly felt courteous or accommodating to help make up for some delays in obtaining the windows! K&H on their own ADMISSION took on the RESPONSIBILITY of removing the security doors (that they NEVER DO) therefore they took on the responsibility of making sure they fit correctly upon re-installation. K&H had the opportunity of NOT removing the security doors and reschedule the installation of the [redacted] doors at our expense after the security doors had been removed by the security door company! All of our issues are regarding our threshold and the improper fitting of our security doors. We have done our due diligence and feel that we are having to defend ourselves over and over. K&H will continue to deny fault and will change and add to the stories to not be held accountable. We are willing to obtain a outcome suitable for both us and K&H. This will not include putting a plastic PC piece on holes in our threshold made by K&H installer. He is the one who miss-measured and cut the holes in the wrong location! We would like for K&H to replace the threshold and have our security doors removed and re-installed by the security door company at K&H's expense. We have not received the service that we paid for, and are now stuck with security doors that don't fit and a company not willing to do anything but fix the problem with a piece of plastic piping.
Sincerely,
[redacted]
Initial Business Response /* (1000, 6, 2015/08/21) */
On 2/16/15 this Homeowner contracted with K&H to install insulation into his walls. The contract was contingent upon K&H obtaining credit approval for him. During this process Homeowner was difficult to reach however we were able to find a...
lender that would approve him on 4/2/15. Once approved Homeowner closed on the financing quickly and then stopped responding to our phone calls and emails to pay the deposit, as provided in our contract, and set an installation date. It took us 2 months to reach the Homeowner at which time he attempted to say he canceled the contract months ago but that was well after his rescission time had passed and he had no proof of making any attempt to cancel by phone, mail or email. In fact, he had accepted our assistance in obtaining the financing which was part of our contractual obligation. We have only attempted to perform on the contract and enforce our rights within the terms of the contract he signed with us. If he was threatened with a lien, which I question, he should not have been since we had not actually done any work. However, K&H lived up to our commitments per the contract and this Homeowner has not done the same. If anyone is unethical and has displayed a complete lack of integrity in this transaction it is this Homeowner. K&H has only tried to perform on our contract in good faith and attempted to enforce our legal rights. Unfortunately there is nothing to be gained by pursuing this any further and frankly prior to the Homeowner filing this "complaint" we cancelled this contract and are not filing, nor have we considered filing, a lien against his property. In summary I would state that this complaint has no merit whatsoever. It is like having a person steal from you and when you confront him with his theft he accuses you of threatening him.
This job was contracted on 7/1/2015. The job was for 12 windows, 1 patio door, 1 french entry door. It required Home Owner Associations approval and confirmation before we could order the windows and doors. That approval was confirmed on Friday, 8/7/2015 and the order placed the following...
Wednesday, 8/12/2015, in time for that current period manufacturing cut-off. This job took longer to complete because of manufacturing delays that we were not informed of until the estimated date of the window delivery. It took 7 weeks to receive the windows, approximately 3 weeks later than originally estimated. In our first conversation with the homeowner he was looking for discounts. I told him the delays were beyond our control and that once we had the windows and doors we would make his installation a priority and assign it to one of our top installation crews. That is exactly what we did; the windows were received on 9/30 and assigned to the install crew on 10/1/2015. The installation was set to begin on 10/16/2015. All these time frames from receipt of the windows were reasonable. Upon the K&H install crew arriving they were met with a hostile attitude and the homeowner rudely cursing and complaining before they even started their work. The lead installer assured him he would get the job done right and as quickly as he could. From that point on the homeowner followed the crew around and took numerous photos, all of which were fine except he continued to complain, got in the way of them working, was a nuisance and impeded their ability to work. This is the condition our crew was subjected to while trying to get the homeowner’s windows and doors installed. The window installation was completed without incident. The homeowner has security doors on both a patio door that we were replacing and a swinging French entry door located in the master bedroom. There is no mention in the contract regarding the handling of the security doors. It is stated in the contract language that K&H provides no warranty for either the product or installation of any product provided by the Buyer. We were able to replace the patio door without having to remove the security door however because the new door was thicker than the original door in order for it to sit into the same pocket we needed to cut back the floor tile. This is normal procedure for replacing that type of patio door. The homeowner observed this and took pictures but never objected to the installer or tried to stop him from cutting back the floor. In order to install the French door properly we needed to remove the security door. The French door was sized correctly and installed without any issues. Despite there being no reference in the contract about the security door the installer, as a courtesy, began to reinstall it for the customer. In order for the security door to fit onto the newly installed French door it was necessary to reduce the width on the sides of the brickmold, or exterior trim, on the door. This is a normal procedure when field fitting, or reinstalling, an existing security door on a newly installed door. Every job where this is necessary must be measured on site so the amount that is cutback is done correctly. This allows us to complete the job at the time of installation and a return trip is not necessary. The installer explained this to the homeowner. The homeowner became indignant at this point, refused to allow the installer to complete his work and sent him away. This lead installer, who usually receives outstanding reviews from our customers, said he has never worked with anyone as rude and obstinate as this homeowner and he refused to return to perform additional work after he completed everything the homeowner would let him do. We followed up by having the manufacturer’s representative from [redacted] go by the house to inspect the French Door installation to make sure it was properly sized, installed and check to make sure we were correct in our efforts to reduce the width of the brickmold for the security door to fit back on. He confirmed all of those items and offered to special order some cut back brickmold for the homeowner, for which he confirmed our installers measurement, in an effort to resolve the issue. This obviously required that we had to return to get this completed. We decided that we would not charge the homeowner for the return trip despite the fact we were doing this work as a courtesy, had no contractual obligation to do it and were dealing with a homeowner that was rude. In the interim the homeowner discovered some glass he wan[redacted] replaced which we would take care of at the same time when we returned. Once we received all of the necessary parts we scheduled an appointment and during that appointment we replaced the glass and installed the security door. When we drilled a hole in the threshold for the security bolt we missed the location and had to redrill it. Since we were installing this as a courtesy we offered a solution to resolve the holes in the threshold but the homeowner refused to even consider it and demanded that we replace the threshold. At this point all of our attempts to work with this homeowner have been met with rudeness, hostility and an ongoing unwillingness to work with us. We decided this job was officially complete and they could find someone to finish working with the security door. We offered a settlement that they initially accepted but then decided they would prefer filing a complaint against us. Despite all that we did provide them a $100 discount against their final payment. Following the initial installation the homeowner complained that we left a mess of his house and stated, within the same conversation, that it took him 14 hours to clean up, then later that it took them 24 hours to clean up. When asked for photos of the mess he produced photos of the installer’s drop cloths taken while the job was in progress with some debris that was not on the drop cloth but was vacuumed up at the completion of the job. We have no idea what [redacted] paperwork he has. The copies of paperwork in our files have nothing written about the security doors. My guess is he obtained a copy of the quote with full retail pricing on it before the negotiated discount. Cutting back of the floor is a common practice in the industry in order to achieve a proper retrofit installation of a door that is wider than the original door. This was done with the homeowner in attendance and watching (he took photos of it) without any objection from him. His contract does specifically address our warranties including trip charges. Our response to his desired resolution, we have already addressed reasons for cut back of the floor and there will be no compensation for that; he apparently has documentation of the retail price of his door in hand, we calculated the price charged him for the door to be $4,100, which was his final amount due; he has never stated anything to either the [redacted] representative or K&H about skirting on his French door being an issue so we cannot address that unless he can provide photos of the problem; the installation of the security door was done as a courtesy and not part of the contract. He received a $100 discount which he can use toward having someone else refit it. We are not going to replace the threshold of the door! We previously offered a resolution to the hole in the threshold that was rejected. If he now wants us to perform that resolution we previously offered we are willing to do it without charging them with the understanding that it will be done per our previous offer, they will be courteous to our service personnel, it will be done in one trip just the one time, and in accordance with our contract K&H provides no warranty of any kind that the security door either fits or operates as it did with their original door. Please let us know how you would like us to proceed.
K&H had a contract with this customer to install a new entry door and storm door which we have completed. We also had gone out to measure the siding on his house so his claim that he has had no contact with us is blatantly false. In the process of installing his doors we determined...
that it was in our mutual interest not to move ahead with the siding contract. We were in the process of withdrawing from that when he filed his complaint. We sent a refund within 24 hours of receiving notice of this complaint and that check has been cashed. We apologize for any inconvenience this homeowner may have had as a result of this experience.
Complaint: [redacted]
I am rejecting this response because: Attached is the [redacted] door order that was sent to us by [redacted] on 7-15-15 (#1). On the [redacted] order comments it clearly states "customer has existing security door to be removed and reinstalled". We contacted [redacted] and confirmed the order was for our [redacted] Custom Door. There was however a -1 due to the order change on the hardware(#2)The order number matches all paperwork both from [redacted] and K&H to include our warranty. (#3/#4)OUr dispute is not the original amount of the door, but the fact that K&H keeps denying their knowledge that our security doors needed to be removed and reinstalled. [redacted] website states "[redacted] is committed to making doors individually customized". If our door was a customized door then "why" didn't our security doors fit properly upon installation? We are not disputing the installation of the French doors, but of the brick molding. Why would the brick molding have to be cut on a customized door? The brick molding should have been cut correctly by the manufacture when the door was being assembled at the factory. The brick molding would have been the correct size if the initial measurements were accurate. When referring to cutting the brick molding on site K&H stated "This is normal procedure when field fitting or reinstalling on an existing security door". WAIT! If K&H didn't have any knowledge that our security doors needed to be removed or reinstalled, then the size of the brick molding should have been correct and should have not needed to be cut. That's why we declined the cutting of the brick molding on our customized door. Again, for the 2nd time K&H sent out the [redacted] Representative to re-measure and order the correct s brick molding. ALL problem stem from incorrect measurements and improper installation of our security doors. K&H is stating that they're being courteous by reinstalling our security doors, but why would they do that if it wasn't written in the contract? Which was stated in the dispute. They could have advised us to contact the security door company and have them removed "prior to installation" or reschedule the installation of the [redacted] doors until they were removed. Instead they took on the responsibility of removing the security doors making therefor making them liable. We currently have extra holes in the threshold due to again incorrect measurements. We were offered a boot/PC or a plate type of piece that can be used over the top of the threshold to hold the security bolt in place. Why should we settle for this when it was due to their installers negligence? With regards to the patio door, if it had been measured correctly our marble floor wouldn't of had to been cut. This was told to us by the lead installer. As for the replacement glass for the large picture window, this was solely done by the lead installer. He noticed that there was scratches between the panes and reordered the glass, he then brought it to our attention. PLEASE tell us what type of professional company attacks the integrity of the homeowner and states such slanderous statement that were NEVER mentioned before in other emails. If the conditions for the installers were so HOSTILE and cursing was involved, WHY wasn't the supervisor notified and the installation brought to a halt? NOBODY should have to work under those conditions! Now here's the truth regarding the conditions the installers were exposed to. We had numerous conversations with the lead installer. He shared information as to how long he has been a contractor, how long he has been working for K&H, his family restaurant in Denver, and his future plans for his life and family. We also supplied water and soda for the entire crew. Guess it was pretty hazardous working with a full bladder, oh they also had entire usage of our restroom. As for the 100.00 discount,we paid what was written to us on an email from [redacted]d (#6)$3500 within 5days and a discount of $500.We declined Mr. [redacted]d offer after we had sent a $3500 cashiers check and called K&H and paid the additional $500.00. K&H was paid EXACTLY what they requested. The $100.00 discount was their mistake not ours! According to K&H mission and vision statement it states: "People cone to us for their home improvement because they want to see that their project comes true on time, on budget and worryfree. That is our mission. Our vision in an industry often lacking in integrity and reliability is to deliver the best home improvement experience possible before, during and after our clients remodeling project. K&H did NOT fulfill their mission or vision statement and therefor our request should be granted.
Sincerely,
[redacted]
As the homeowner states the arch top window in the order could not be built by the window manufacturer as an operating window. We then changed the window to one that did not operate which could be built. The manufacturer then lost the template we submitted to them. That wasn't discovered...
until we began asking where the window was about the time it was supposed to be delivered to us. This resulted in a time delay to get that window. We went ahead & installed the rest of the order with the understanding we would install the remaining arch top window once it was received. It took an exceptionally long time to get that window because it was broken the first time they shipped it so it had to be rebuilt and delivered again. We apologize for the delay even though it was due to factors beyond our control.We have now installed the last window to the homeowners satisfaction. She is now stating that she has concerns about the other windows that were originally installed so we are meeting with both homeowners next week to look at those window to see what we can do to resolve their concerns about them.At this time all of the windows covered by this contract are installed and operating well. K&H apologizes for the extended length of time it took to get this order completed.
Initial Business Response /* (1000, 9, 2015/09/28) */
On the first day of the job the crew did not clean the site appropriately and the consumer contacted our operations manager who came out and offered to help clean the site up. After that he visited the job site several times during the remainder...
of the job. Despite the consumer's suggestion that the siding installation was of poor quality K&H had the job inspected by representatives of [redacted] and their review was that it was a high quality installation, in line with K&H's normal siding reviews. At the end of the job it was reviewed by K&H's president and we found that some of the windows did not operate smoothly as they were supposed to so we ordered replacement sashes to correct the problem. Unfortunately the new sashes came in wrong and the result was they were too loose. We have received the new replacements and are arranging a date to change them out. When the job was originally completed K&H provided the consumer a discount for their inconvenience. We apologize that the initial replacement sashes did not fit correctly. In an effort to resolve this issue and compensate the consumer for their inconvenience we offer our apology as well as a refund of $250. Please have them confirm acceptance of our offer as a final resolution.
Initial Consumer Rebuttal /* (2000, 11, 2015/10/14) */
(The consumer indicated he/she ACCEPTED the response from the business.)
As the homeowner states the arch top window in the order could not be built by the window manufacturer as an operating windowWe then changed the window to one that did not operate which could be builtThe manufacturer then lost the template we submitted to them That wasn't discovered until we began asking where the window was about the time it was supposed to be delivered to us This resulted in a time delay to get that windowWe went ahead & installed the rest of the order with the understanding we would install the remaining arch top window once it was receivedIt took an exceptionally long time to get that window because it was broken the first time they shipped it so it had to be rebuilt and delivered againWe apologize for the delay even though it was due to factors beyond our control.We have now installed the last window to the homeowners satisfactionShe is now stating that she has concerns about the other windows that were originally installed so we are meeting with both homeowners next week to look at those window to see what we can do to resolve their concerns about them.At this time all of the windows covered by this contract are installed and operating wellK&H apologizes for the extended length of time it took to get this order completed
This job was contracted on 7/1/The job was for windows, patio door, french entry door It required Home Owner Associations approval and confirmation before we could order the windows and doorsThat approval was confirmed on Friday, 8/7/and the order placed the following Wednesday, 8/12/2015, in time for that current period manufacturing cut-offThis job took longer to complete because of manufacturing delays that we were not informed of until the estimated date of the window deliveryIt took weeks to receive the windows, approximately weeks later than originally estimatedIn our first conversation with the homeowner he was looking for discountsI told him the delays were beyond our control and that once we had the windows and doors we would make his installation a priority and assign it to one of our top installation crewsThat is exactly what we did; the windows were received on 9/and assigned to the install crew on 10/1/ The installation was set to begin on 10/16/All these time frames from receipt of the windows were reasonableUpon the K&H install crew arriving they were met with a hostile attitude and the homeowner rudely cursing and complaining before they even started their work The lead installer assured him he would get the job done right and as quickly as he could From that point on the homeowner followed the crew around and took numerous photos, all of which were fine except he continued to complain, got in the way of them working, was a nuisance and impeded their ability to work This is the condition our crew was subjected to while trying to get the homeowner’s windows and doors installedThe window installation was completed without incidentThe homeowner has security doors on both a patio door that we were replacing and a swinging French entry door located in the master bedroomThere is no mention in the contract regarding the handling of the security doorsIt is stated in the contract language that K&H provides no warranty for either the product or installation of any product provided by the BuyerWe were able to replace the patio door without having to remove the security door however because the new door was thicker than the original door in order for it to sit into the same pocket we needed to cut back the floor tileThis is procedure for replacing that type of patio doorThe homeowner observed this and took pictures but never objected to the installer or tried to stop him from cutting back the floorIn order to install the French door properly we needed to remove the security door The French door was sized correctly and installed without any issuesDespite there being no reference in the contract about the security door the installer, as a courtesy, began to reinstall it for the customerIn order for the security door to fit onto the newly installed French door it was necessary to reduce the width on the sides of the brickmold, or exterior trim, on the door This is a procedure when field fitting, or reinstalling, an existing security door on a newly installed door Every job where this is necessary must be measured on site so the amount that is cutback is done correctlyThis allows us to complete the job at the time of installation and a return trip is not necessary The installer explained this to the homeownerThe homeowner became indignant at this point, refused to allow the installer to complete his work and sent him away This lead installer, who usually receives outstanding reviews from our customers, said he has never worked with anyone as rude and obstinate as this homeowner and he refused to return to perform additional work after he completed everything the homeowner would let him do We followed up by having the manufacturer’s representative from [redacted] go by the house to inspect the French Door installation to make sure it was properly sized, installed and check to make sure we were correct in our efforts to reduce the width of the brickmold for the security door to fit back on He confirmed all of those items and offered to special order some cut back brickmold for the homeowner, for which he confirmed our installers measurement, in an effort to resolve the issueThis obviously required that we had to return to get this completedWe decided that we would not charge the homeowner for the return trip despite the fact we were doing this work as a courtesy, had no contractual obligation to do it and were dealing with a homeowner that was rude In the interim the homeowner discovered some glass he wan [redacted] replaced which we would take care of at the same time when we returnedOnce we received all of the necessary parts we scheduled an appointment and during that appointment we replaced the glass and installed the security door When we drilled a hole in the threshold for the security bolt we missed the location and had to redrill it Since we were installing this as a courtesy we offered a solution to resolve the holes in the threshold but the homeowner refused to even consider it and demanded that we replace the threshold At this point all of our attempts to work with this homeowner have been met with rudeness, hostility and an ongoing unwillingness to work with usWe decided this job was officially complete and they could find someone to finish working with the security door We offered a settlement that they initially accepted but then decided they would prefer filing a complaint against us Despite all that we did provide them a $discount against their final payment Following the initial installation the homeowner complained that we left a mess of his house and stated, within the same conversation, that it took him hours to clean up, then later that it took them hours to clean upWhen asked for photos of the mess he produced photos of the installer’s drop cloths taken while the job was in progress with some debris that was not on the drop cloth but was vacuumed up at the completion of the job We have no idea what [redacted] paperwork he hasThe copies of paperwork in our files have nothing written about the security doorsMy guess is he obtained a copy of the quote with full retail pricing on it before the negotiated discount Cutting back of the floor is a common practice in the industry in order to achieve a proper retrofit installation of a door that is wider than the original door This was done with the homeowner in attendance and watching (he took photos of it) without any objection from himHis contract does specifically address our warranties including trip charges Our response to his desired resolution, we have already addressed reasons for cut back of the floor and there will be no compensation for that; he apparently has documentation of the retail price of his door in hand, we calculated the price charged him for the door to be $4,100, which was his final amount due; he has never stated anything to either the [redacted] representative or K&H about skirting on his French door being an issue so we cannot address that unless he can provide photos of the problem; the installation of the security door was done as a courtesy and not part of the contract He received a $discount which he can use toward having someone else refit itWe are not going to replace the threshold of the door! We previously offered a resolution to the hole in the threshold that was rejectedIf he now wants us to perform that resolution we previously offered we are willing to do it without charging them with the understanding that it will be done per our previous offer, they will be courteous to our service personnel, it will be done in one trip just the one time, and in accordance with our contract K&H provides no warranty of any kind that the security door either fits or operates as it did with their original doorPlease let us know how you would like us to proceed
Complaint: [redacted] I am rejecting this response because: Once again we the consumer are having to show proof and justify the reasoning for the outcome we are seekingWhy should we have to supply K&H with paperwork that they should have in their records? [redacted] had no problems locating the paperwork or confirming the "order comments"If the order was "modified", then why does the order number, the product information, and warranty all match? if the order was modified, doesn't that require a signature from the consumer showing a change? Again, we keep being told that the removing and re-installing of the security doors were not "written" in the contract, but K&H suddenly felt courteous or accommodating to help make up for some delays in obtaining the windows! K&H on their own ADMISSION took on the RESPONSIBILITY of removing the security doors (that they NEVER DO) therefore they took on the responsibility of making sure they fit correctly upon re-installationK&H had the opportunity of NOT removing the security doors and reschedule the installation of the [redacted] doors at our expense after the security doors had been removed by the security door company! All of our issues are regarding our threshold and the improper fitting of our security doorsWe have done our due diligence and feel that we are having to defend ourselves over and overK&H will continue to deny fault and will change and add to the stories to not be held accountableWe are willing to obtain a outcome suitable for both us and K&HThis will not include putting a plastic PC piece on holes in our threshold made by K&H installerHe is the one who miss-measured and cut the holes in the wrong location! We would like for K&H to replace the threshold and have our security doors removed and re-installed by the security door company at K&H's expenseWe have not received the service that we paid for, and are now stuck with security doors that don't fit and a company not willing to do anything but fix the problem with a piece of plastic piping Sincerely, [redacted]
K&H had a contract with this customer to install a new entry door and storm door which we have completedWe also had gone out to measure the siding on his house so his claim that he has had no contact with us is blatantly falseIn the process of installing his doors we determined that it was in our mutual interest not to move ahead with the siding contractWe were in the process of withdrawing from that when he filed his complaint We sent a refund within hours of receiving notice of this complaint and that check has been cashedWe apologize for any inconvenience this homeowner may have had as a result of this experience
Complaint: [redacted] I am rejecting this response because: Attached is the [redacted] door order that was sent to us by [redacted] on 7-15-(#1)On the [redacted] order comments it clearly states "customer has existing security door to be removed and reinstalled"We contacted [redacted] and confirmed the order was for our [redacted] Custom DoorThere was however a -due to the order change on the hardware(#2)The order number matches all paperwork both from [redacted] and K&H to include our warranty(#3/#4)OUr dispute is not the original amount of the door, but the fact that K&H keeps denying their knowledge that our security doors needed to be removed and reinstalled [redacted] website states " [redacted] is committed to making doors individually customized"If our door was a customized door then "why" didn't our security doors fit properly upon installation? We are not disputing the installation of the French doors, but of the brick moldingWhy would the brick molding have to be cut on a customized door? The brick molding should have been cut correctly by the manufacture when the door was being assembled at the factoryThe brick molding would have been the correct size if the initial measurements were accurateWhen referring to cutting the brick molding on site K&H stated "This is procedure when field fitting or reinstalling on an existing security door"WAIT! If K&H didn't have any knowledge that our security doors needed to be removed or reinstalled, then the size of the brick molding should have been correct and should have not needed to be cutThat's why we declined the cutting of the brick molding on our customized doorAgain, for the 2nd time K&H sent out the [redacted] Representative to re-measure and order the correct s brick moldingALL problem stem from incorrect measurements and improper installation of our security doorsK&H is stating that they're being courteous by reinstalling our security doors, but why would they do that if it wasn't written in the contract? Which was stated in the disputeThey could have advised us to contact the security door company and have them removed "prior to installation" or reschedule the installation of the [redacted] doors until they were removedInstead they took on the responsibility of removing the security doors making therefor making them liableWe currently have extra holes in the threshold due to again incorrect measurementsWe were offered a boot/PC or a plate type of piece that can be used over the top of the threshold to hold the security bolt in placeWhy should we settle for this when it was due to their installers negligence? With regards to the patio door, if it had been measured correctly our marble floor wouldn't of had to been cutThis was told to us by the lead installerAs for the replacement glass for the large picture window, this was solely done by the lead installerHe noticed that there was scratches between the panes and reordered the glass, he then brought it to our attention PLEASE tell us what type of professional company attacks the integrity of the homeowner and states such slanderous statement that were NEVER mentioned before in other emailsIf the conditions for the installers were so HOSTILE and cursing was involved, WHY wasn't the supervisor notified and the installation brought to a halt? NOBODY should have to work under those conditions! Now here's the truth regarding the conditions the installers were exposed toWe had numerous conversations with the lead installerHe shared information as to how long he has been a contractor, how long he has been working for K&H, his family restaurant in Denver, and his future plans for his life and familyWe also supplied water and soda for the entire crewGuess it was pretty hazardous working with a full bladder, oh they also had entire usage of our restroomAs for the discount,we paid what was written to us on an email from [redacted] ***d (#6)$within 5days and a discount of $500.We declined Mr***d offer after we had sent a $cashiers check and called K&H and paid the additional $K&H was paid EXACTLY what they requestedThe $discount was their mistake not ours! According to K&H mission and vision statement it states: "People cone to us for their home improvement because they want to see that their project comes true on time, on budget and worryfreeThat is our missionOur vision in an industry often lacking in integrity and reliability is to deliver the best home improvement experience possible before, during and after our clients remodeling projectK&H did NOT fulfill their mission or vision statement and therefor our request should be granted Sincerely, [redacted]
Initial Business Response /* (1000, 6, 2015/06/18) */
This Consumer never had a valid contract with K&HOur representative went to see her on 4/28/for an appointment to replace her windowsUpon completion of that appointment they had negotiated a price for replacing her windows of $8,
She signed a contract form, which needed to be approved by an officer of K&H, but refused to execute other documents pertaining to the contract and did not provide a deposit payment stating that her grandmother owned the house and was in the process of refinancing itOnce the refinancing was closed and she had the money she expressed she would contact us to sign the rest of the paperwork and provide the depositAt that time she did not know when the closing would be but thought it would be around 5/25/When the contract form was turned in we discovered substantial pricing errors in the representative's calculations that resulted in the contract being severely under-priced to the point we could not accept the contract at that priceWe reached out to the Consumer immediately, on 5/4/to notify her and finally made contact on 5/8/She was notified of the mistake and informed that we would discount the work as much as possible and gave her a revised price of $9,We emailed her this information on 5/8/with the revised price and an additional price for a less expensive window to try keeping the price the sameThere were additional conversations with her between 5/9/- 5/28/reviewing the same informationOn 5/22/the Consumer said she would need a few days to discuss this with "everyone involved" and she would call back the following weekAt no time during our communications did she offer to pay any type of deposit paymentDuring this time we attempted to continue our processes to obtain HOA approval and get her windows measured with the thought to minimize any delays figuring we would work out the price issue and move ahead with her window replacementsShe refused to provide the information we needed for HOA approval and refused to allow us to measure her windowsOn 5/28/the president of the company contacted her and again explained that the price quoted was insufficient for us to proceed with the jobThat the adjusted price was also substantially below our price of her job but it was the lowest amount we could possibly do the job forThere was discussion about working with the manufacturer to see if we could obtain some concessions which might allow us to do the job for less than the $9,she was offeredShe was told we would review that and contact her back on the Tuesday after the Memorial Day HolidayOn Tuesday she was notified that $9,was the lowest we could go and we needed an answer by end of the following dayHer reply was to reject our offer and so it was withdrawnIn summary, the Consumer never had a valid contract with K&H as she never filled out all the paperwork and nor did she provide any deposit on the contractWe made her a very generous offer to resolve the issue of the price which she rejectedIn an attempt to resolve the issue with her I have again extended the offer of $9,to the Consumer until 5:00pm Wednesday, 6/24/If not accepted by that time the offer will permanently expire
Initial Consumer Rebuttal /* (3000, 8, 2015/06/25) */
(The consumer indicated he/she DID NOT accept the response from the business.)
K&H has completely fabricated thier response to my complaintThe truth is, I signed a contract with them and at that same time I was told by the estimator that came to my home that he would contact me in three business days to collect a deposit and sign all the necessary paperwork to proceedI was never contacted! I can provide my phone records if neededThey never contacted me, I reached out to the company on May 8th, That is when I was told something "was wrong" with my contract and there would be a price increaseI told them that was not ok and they said they would see what they could doThey never respondedI then received a very weird phone call from the HOA approval department stating they needed to collect information to obtain approval from my HOAI said I did not think I had a contractThey said a down payment had been collected and everythingI said I thought there was a mistake and to please contact me after they figured it outI NEVER refused anything, if anything I was honest when I stated I had not provided a down payment yet and was not sure what that would even be as the contract price may be differentSame thing with the measuring phone call I got, nothing was resolved, why waste the poor measure guy's time if I do not have a valid contract in K&H's eyes? Also I was never refinancing my houseI just bought it in April of Also I was going to pay cash for the window deal with my grandmother's helpMy grandmother does however have to agree with the price, which she was ok with at the original contract price of $She was present at my home when the estimator came and I signed the contractShe was completely on board thenShe was not on board when they changed the contract price with no notice laterThat is the issue hereNo one contacted usWe had several estimates done by several companies and we lost those deals because we signed with K&HWhich we were ok with because we thought we had a contractIf K&H would have notified me in a timely manner of the price increase I would have moved on to one of those companiesBut it is a new week so promos have changed, so prices have changed so I must obtain new estimates now, and few have come in a bit higherI am upset that K&H just simply blew me offIf I tried to get out of that contract they would make me stick to it for sure, I do not know why they can just walk away so non caringNow I am a bit upset and do not want to even proceed with any contract with themThey were a dishonest company that is being very carelessThe response they have provided to the Revdex.com in response to mine has shown me the true dishonest nature of the company during my experience with themI simply want to cut all ties with them and move completely on from thisThank you for your help Revdex.com, you have truly been a great resource for my issue!
Final Business Response /* (1000, 24, 2015/09/02) */
As we stated in our earlier response this Consumer clearly has a different opinion of what was discussed with her in the original appointment with K&H's estimator as well as subsequent conversations she had with K&H's sales manager and the owner of the companyTo begin with the Consumer only signed the contract and refused to sign the additional paperwork insisting that she would do that when she was ready to pay the depositThe estimator in this case knows that he is to collect a deposit on all contracts unless there is a reason the Consumer gives him for not being able to provide that at the time the contract is writtenIn this case he was told that it was pending the closing of a refinanceHe did not question the circumstances of the financing but accepted it as a valid reasonIf the Consumer is now stating that she had no reason to refinance then she has changed her story from what she told him initiallyNevertheless because she didn't sign all the paperwork and provide a deposit she did not have a valid contractIn a subsequent conversation with her the owner made it clear that the price she was given was not acceptable and since there was no valid contract the price would have to be renegotiated if we were going to move aheadAll subsequent discussions between her and K&H personnel support the fact that she and K&H are an incompatible match for pursuing a business relationshipShe will undoubtedly disagree with anything and everything we state here but the one thing that we are in agreement with her about is that she doesn't want to do business with K&HIn our previous response K&H offered to extend an offer that we had made of $9,772, which she did not acceptTherefore, in the interest of resolving this issue and not engaging in an ongoing irreconcilable dialog, we agree with her to withdraw all offers and not pursue any further business with this Consumer
Final Consumer Response /* (3000, 26, 2015/09/04) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I am so doneThe estimator is not telling the truth hereI was NEVER refinancing my home and I would never have said that, as I just purchased the home in MayThis is getting ridiculousI signed a valid contract and then was never contacted until I reached out to see what was going on and that call is when K&H changed the price! So I agree that this will never be resolved and I will never do business K&HDoneI would like all contact to stop nowThank youEvery time I read a response I just get angryI do not want to feel like this anymoreLife is sort and spending time and energy on this issue is horrible and I am doneI even do not want the people at the Revdex.com to read this junk anymore either, it must be terrible for them too! Sorry
Complaint Response Date bumped because: Holiday
I have reviewed the job referenced in this customer’s complaint and found that the work called for in the contract to replace their fascia would have required removal of not just the gutter where the fascia was located but also a lot of additional gutter that wasn’t intended to be part of the
contract, in order to do this job correctly. K&H erred in not diagnosing this issue when we went out to check the measurement of the fascia stated in the contractIn my opinion we should have made that assessment earlier in the job cycle and possibly come to a resolution much quicker. There was never any promise that changing this fascia would definitely solve the customer’s leak problem however he should have been aware of the potential for additional cost much sooner than when we went out to do the work. Therefore, I agree he is entitled to a reasonable price adjustment for the inconvenience caused him due to our delay in making that assessmentWe have contacted the customer and made an offer for a significant price adjustment to resolve this complaintHe has accepted that offer
Initial Business Response /* (1000, 6, 2015/10/04) */
In reviewing the details of this job we found that the modification that was made to the terms of the contract on the back side were only made on the customer's copy and not included on the original copy turned in to the officeTherefore we
were not aware of the fixed completion date requirementDue to weather and limited availability of qualified installer availability the management should not have approved of such a modification of the termsIn addition the sales representative does not have authority to modify the terms of the contract even by making a phone callSuch modification must be in writing and signed by an officer of the companyNevertheless we did everything we could to accommodate the consumer once we realized we were up against the deadline and could not meet itGiven the circumstances we decided to comply with their request to refund their deposit and cancel the contractThis should completely resolve the consumer's issue
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 11175360, and find that this resolution is satisfactory to me
Sincerely,
*** ***
Initial Business Response /* (1000, 5, 2015/06/18) */
We have been in contact with the customer and have inspected the Garden Window. We determined that the appropriate solution is to replace it with one that is moderately larger. Based upon the desired resolutions she stated here we offered her...
the option of a refund of her deposit or replacement of her window. She decided to have K&H replace her window. The new Garden window has been ordered and will be scheduled for replacement as soon as it is received. We apologize for the inconvenience our customer has experienced.
Complaint: [redacted]
I am rejecting this response because: Once again we the consumer are having to show proof and justify the reasoning for the outcome we are seeking. Why should we have to supply K&H with paperwork that they should have in their records? [redacted] had no problems locating the paperwork or confirming the "order comments". If the order was "modified", then why does the order number, the product information, and warranty all match? if the order was modified, doesn't that require a signature from the consumer showing a change? Again, we keep being told that the removing and re-installing of the security doors were not "written" in the contract, but K&H suddenly felt courteous or accommodating to help make up for some delays in obtaining the windows! K&H on their own ADMISSION took on the RESPONSIBILITY of removing the security doors (that they NEVER DO) therefore they took on the responsibility of making sure they fit correctly upon re-installation. K&H had the opportunity of NOT removing the security doors and reschedule the installation of the [redacted] doors at our expense after the security doors had been removed by the security door company! All of our issues are regarding our threshold and the improper fitting of our security doors. We have done our due diligence and feel that we are having to defend ourselves over and over. K&H will continue to deny fault and will change and add to the stories to not be held accountable. We are willing to obtain a outcome suitable for both us and K&H. This will not include putting a plastic PC piece on holes in our threshold made by K&H installer. He is the one who miss-measured and cut the holes in the wrong location! We would like for K&H to replace the threshold and have our security doors removed and re-installed by the security door company at K&H's expense. We have not received the service that we paid for, and are now stuck with security doors that don't fit and a company not willing to do anything but fix the problem with a piece of plastic piping.
Sincerely,
[redacted]
Initial Business Response /* (1000, 6, 2015/08/21) */
On 2/16/15 this Homeowner contracted with K&H to install insulation into his walls. The contract was contingent upon K&H obtaining credit approval for him. During this process Homeowner was difficult to reach however we were able to find a...
lender that would approve him on 4/2/15. Once approved Homeowner closed on the financing quickly and then stopped responding to our phone calls and emails to pay the deposit, as provided in our contract, and set an installation date. It took us 2 months to reach the Homeowner at which time he attempted to say he canceled the contract months ago but that was well after his rescission time had passed and he had no proof of making any attempt to cancel by phone, mail or email. In fact, he had accepted our assistance in obtaining the financing which was part of our contractual obligation. We have only attempted to perform on the contract and enforce our rights within the terms of the contract he signed with us. If he was threatened with a lien, which I question, he should not have been since we had not actually done any work. However, K&H lived up to our commitments per the contract and this Homeowner has not done the same. If anyone is unethical and has displayed a complete lack of integrity in this transaction it is this Homeowner. K&H has only tried to perform on our contract in good faith and attempted to enforce our legal rights. Unfortunately there is nothing to be gained by pursuing this any further and frankly prior to the Homeowner filing this "complaint" we cancelled this contract and are not filing, nor have we considered filing, a lien against his property. In summary I would state that this complaint has no merit whatsoever. It is like having a person steal from you and when you confront him with his theft he accuses you of threatening him.
This job was contracted on 7/1/2015. The job was for 12 windows, 1 patio door, 1 french entry door. It required Home Owner Associations approval and confirmation before we could order the windows and doors. That approval was confirmed on Friday, 8/7/2015 and the order placed the following...
Wednesday, 8/12/2015, in time for that current period manufacturing cut-off. This job took longer to complete because of manufacturing delays that we were not informed of until the estimated date of the window delivery. It took 7 weeks to receive the windows, approximately 3 weeks later than originally estimated. In our first conversation with the homeowner he was looking for discounts. I told him the delays were beyond our control and that once we had the windows and doors we would make his installation a priority and assign it to one of our top installation crews. That is exactly what we did; the windows were received on 9/30 and assigned to the install crew on 10/1/2015. The installation was set to begin on 10/16/2015. All these time frames from receipt of the windows were reasonable. Upon the K&H install crew arriving they were met with a hostile attitude and the homeowner rudely cursing and complaining before they even started their work. The lead installer assured him he would get the job done right and as quickly as he could. From that point on the homeowner followed the crew around and took numerous photos, all of which were fine except he continued to complain, got in the way of them working, was a nuisance and impeded their ability to work. This is the condition our crew was subjected to while trying to get the homeowner’s windows and doors installed. The window installation was completed without incident. The homeowner has security doors on both a patio door that we were replacing and a swinging French entry door located in the master bedroom. There is no mention in the contract regarding the handling of the security doors. It is stated in the contract language that K&H provides no warranty for either the product or installation of any product provided by the Buyer. We were able to replace the patio door without having to remove the security door however because the new door was thicker than the original door in order for it to sit into the same pocket we needed to cut back the floor tile. This is normal procedure for replacing that type of patio door. The homeowner observed this and took pictures but never objected to the installer or tried to stop him from cutting back the floor. In order to install the French door properly we needed to remove the security door. The French door was sized correctly and installed without any issues. Despite there being no reference in the contract about the security door the installer, as a courtesy, began to reinstall it for the customer. In order for the security door to fit onto the newly installed French door it was necessary to reduce the width on the sides of the brickmold, or exterior trim, on the door. This is a normal procedure when field fitting, or reinstalling, an existing security door on a newly installed door. Every job where this is necessary must be measured on site so the amount that is cutback is done correctly. This allows us to complete the job at the time of installation and a return trip is not necessary. The installer explained this to the homeowner. The homeowner became indignant at this point, refused to allow the installer to complete his work and sent him away. This lead installer, who usually receives outstanding reviews from our customers, said he has never worked with anyone as rude and obstinate as this homeowner and he refused to return to perform additional work after he completed everything the homeowner would let him do. We followed up by having the manufacturer’s representative from [redacted] go by the house to inspect the French Door installation to make sure it was properly sized, installed and check to make sure we were correct in our efforts to reduce the width of the brickmold for the security door to fit back on. He confirmed all of those items and offered to special order some cut back brickmold for the homeowner, for which he confirmed our installers measurement, in an effort to resolve the issue. This obviously required that we had to return to get this completed. We decided that we would not charge the homeowner for the return trip despite the fact we were doing this work as a courtesy, had no contractual obligation to do it and were dealing with a homeowner that was rude. In the interim the homeowner discovered some glass he wan[redacted] replaced which we would take care of at the same time when we returned. Once we received all of the necessary parts we scheduled an appointment and during that appointment we replaced the glass and installed the security door. When we drilled a hole in the threshold for the security bolt we missed the location and had to redrill it. Since we were installing this as a courtesy we offered a solution to resolve the holes in the threshold but the homeowner refused to even consider it and demanded that we replace the threshold. At this point all of our attempts to work with this homeowner have been met with rudeness, hostility and an ongoing unwillingness to work with us. We decided this job was officially complete and they could find someone to finish working with the security door. We offered a settlement that they initially accepted but then decided they would prefer filing a complaint against us. Despite all that we did provide them a $100 discount against their final payment. Following the initial installation the homeowner complained that we left a mess of his house and stated, within the same conversation, that it took him 14 hours to clean up, then later that it took them 24 hours to clean up. When asked for photos of the mess he produced photos of the installer’s drop cloths taken while the job was in progress with some debris that was not on the drop cloth but was vacuumed up at the completion of the job. We have no idea what [redacted] paperwork he has. The copies of paperwork in our files have nothing written about the security doors. My guess is he obtained a copy of the quote with full retail pricing on it before the negotiated discount. Cutting back of the floor is a common practice in the industry in order to achieve a proper retrofit installation of a door that is wider than the original door. This was done with the homeowner in attendance and watching (he took photos of it) without any objection from him. His contract does specifically address our warranties including trip charges. Our response to his desired resolution, we have already addressed reasons for cut back of the floor and there will be no compensation for that; he apparently has documentation of the retail price of his door in hand, we calculated the price charged him for the door to be $4,100, which was his final amount due; he has never stated anything to either the [redacted] representative or K&H about skirting on his French door being an issue so we cannot address that unless he can provide photos of the problem; the installation of the security door was done as a courtesy and not part of the contract. He received a $100 discount which he can use toward having someone else refit it. We are not going to replace the threshold of the door! We previously offered a resolution to the hole in the threshold that was rejected. If he now wants us to perform that resolution we previously offered we are willing to do it without charging them with the understanding that it will be done per our previous offer, they will be courteous to our service personnel, it will be done in one trip just the one time, and in accordance with our contract K&H provides no warranty of any kind that the security door either fits or operates as it did with their original door. Please let us know how you would like us to proceed.
K&H had a contract with this customer to install a new entry door and storm door which we have completed. We also had gone out to measure the siding on his house so his claim that he has had no contact with us is blatantly false. In the process of installing his doors we determined...
that it was in our mutual interest not to move ahead with the siding contract. We were in the process of withdrawing from that when he filed his complaint. We sent a refund within 24 hours of receiving notice of this complaint and that check has been cashed. We apologize for any inconvenience this homeowner may have had as a result of this experience.
Complaint: [redacted]
I am rejecting this response because: Attached is the [redacted] door order that was sent to us by [redacted] on 7-15-15 (#1). On the [redacted] order comments it clearly states "customer has existing security door to be removed and reinstalled". We contacted [redacted] and confirmed the order was for our [redacted] Custom Door. There was however a -1 due to the order change on the hardware(#2)The order number matches all paperwork both from [redacted] and K&H to include our warranty. (#3/#4)OUr dispute is not the original amount of the door, but the fact that K&H keeps denying their knowledge that our security doors needed to be removed and reinstalled. [redacted] website states "[redacted] is committed to making doors individually customized". If our door was a customized door then "why" didn't our security doors fit properly upon installation? We are not disputing the installation of the French doors, but of the brick molding. Why would the brick molding have to be cut on a customized door? The brick molding should have been cut correctly by the manufacture when the door was being assembled at the factory. The brick molding would have been the correct size if the initial measurements were accurate. When referring to cutting the brick molding on site K&H stated "This is normal procedure when field fitting or reinstalling on an existing security door". WAIT! If K&H didn't have any knowledge that our security doors needed to be removed or reinstalled, then the size of the brick molding should have been correct and should have not needed to be cut. That's why we declined the cutting of the brick molding on our customized door. Again, for the 2nd time K&H sent out the [redacted] Representative to re-measure and order the correct s brick molding. ALL problem stem from incorrect measurements and improper installation of our security doors. K&H is stating that they're being courteous by reinstalling our security doors, but why would they do that if it wasn't written in the contract? Which was stated in the dispute. They could have advised us to contact the security door company and have them removed "prior to installation" or reschedule the installation of the [redacted] doors until they were removed. Instead they took on the responsibility of removing the security doors making therefor making them liable. We currently have extra holes in the threshold due to again incorrect measurements. We were offered a boot/PC or a plate type of piece that can be used over the top of the threshold to hold the security bolt in place. Why should we settle for this when it was due to their installers negligence? With regards to the patio door, if it had been measured correctly our marble floor wouldn't of had to been cut. This was told to us by the lead installer. As for the replacement glass for the large picture window, this was solely done by the lead installer. He noticed that there was scratches between the panes and reordered the glass, he then brought it to our attention. PLEASE tell us what type of professional company attacks the integrity of the homeowner and states such slanderous statement that were NEVER mentioned before in other emails. If the conditions for the installers were so HOSTILE and cursing was involved, WHY wasn't the supervisor notified and the installation brought to a halt? NOBODY should have to work under those conditions! Now here's the truth regarding the conditions the installers were exposed to. We had numerous conversations with the lead installer. He shared information as to how long he has been a contractor, how long he has been working for K&H, his family restaurant in Denver, and his future plans for his life and family. We also supplied water and soda for the entire crew. Guess it was pretty hazardous working with a full bladder, oh they also had entire usage of our restroom. As for the 100.00 discount,we paid what was written to us on an email from [redacted]d (#6)$3500 within 5days and a discount of $500.We declined Mr. [redacted]d offer after we had sent a $3500 cashiers check and called K&H and paid the additional $500.00. K&H was paid EXACTLY what they requested. The $100.00 discount was their mistake not ours! According to K&H mission and vision statement it states: "People cone to us for their home improvement because they want to see that their project comes true on time, on budget and worryfree. That is our mission. Our vision in an industry often lacking in integrity and reliability is to deliver the best home improvement experience possible before, during and after our clients remodeling project. K&H did NOT fulfill their mission or vision statement and therefor our request should be granted.
Sincerely,
[redacted]
As the homeowner states the arch top window in the order could not be built by the window manufacturer as an operating window. We then changed the window to one that did not operate which could be built. The manufacturer then lost the template we submitted to them. That wasn't discovered...
until we began asking where the window was about the time it was supposed to be delivered to us. This resulted in a time delay to get that window. We went ahead & installed the rest of the order with the understanding we would install the remaining arch top window once it was received. It took an exceptionally long time to get that window because it was broken the first time they shipped it so it had to be rebuilt and delivered again. We apologize for the delay even though it was due to factors beyond our control.We have now installed the last window to the homeowners satisfaction. She is now stating that she has concerns about the other windows that were originally installed so we are meeting with both homeowners next week to look at those window to see what we can do to resolve their concerns about them.At this time all of the windows covered by this contract are installed and operating well. K&H apologizes for the extended length of time it took to get this order completed.
Initial Business Response /* (1000, 9, 2015/09/28) */
On the first day of the job the crew did not clean the site appropriately and the consumer contacted our operations manager who came out and offered to help clean the site up. After that he visited the job site several times during the remainder...
of the job. Despite the consumer's suggestion that the siding installation was of poor quality K&H had the job inspected by representatives of [redacted] and their review was that it was a high quality installation, in line with K&H's normal siding reviews. At the end of the job it was reviewed by K&H's president and we found that some of the windows did not operate smoothly as they were supposed to so we ordered replacement sashes to correct the problem. Unfortunately the new sashes came in wrong and the result was they were too loose. We have received the new replacements and are arranging a date to change them out. When the job was originally completed K&H provided the consumer a discount for their inconvenience. We apologize that the initial replacement sashes did not fit correctly. In an effort to resolve this issue and compensate the consumer for their inconvenience we offer our apology as well as a refund of $250. Please have them confirm acceptance of our offer as a final resolution.
Initial Consumer Rebuttal /* (2000, 11, 2015/10/14) */
(The consumer indicated he/she ACCEPTED the response from the business.)