Kasson & Keller

After 6 years we had a small failed (gas leakage) double pane casement glass. I sent emails and calls. Calls were ignored, but did get a response to one email asking for photos which I quickly submitted. Then nothing. So I again sent an email and was told that I should contact the lumber store that is 120 miles away where the builder of our home purchased them. Also to be aware that the glass has to be sent to that lumber store- NOT TO OUR HOME- and that shipping and handling MAY apply! Also installation not covered! I call the lumber store and they said they were aware and are busy but will contact Kasson & Keller for more needed info. on a sash(?). Again- heard nothing. Decided to get estimates from local companies on replacing the glass, hired one and put a complaint in to the BBB and also requested $200 from Kasson & Keller for the glass (total install from the private company is $400). Kasson & Keller has so far not responded to the BBB complaint and its been over a month.

Pls change toWe are willing to repair this screen at no charge and agreement to pay labor if future damaged is caused"Do you wish to change your response?

Good AfternoonI am sorry Mr [redacted] feel we are not representing our product to his satisfaction We stand behind the warranty as written which incudes screen frame material Labor is not included We have no warranties referencing days.operation and proper removal of screens should not create damage As a courtesy we previously repaired screens for Mr [redacted] at no charge I am willing to repair this screen at not charge if complaint is dismissed and agreement to pay labor if future damaged is caused I am not sure what procedure is used to remove the screens as this may be creating the issue We would be happy to advise best practice for removalRegards***