Kensington HPP, Inc

I am responding regarding the complaint that you have received regarding warranty work and Kensington HPP. I wish that I could say that we had no part in the problem with this homeowners dissatisfaction, but we did. We changed extruders back in January of 2013. Due to that we have had limited...

quantities of old sash material. In this instance that should have been no problem since this was a seal failure issue. Unfortunately we had an employee who could not explain this properly to the home owner and when the homeowner resisted receiving glass only and having to pay freight costs (as per our warranty since her contractor was out of business) our employee buried the service and ignored future calls or started promising things she could not give her just to get her to hang up the phone. Due to this issue and many others the employee is no longer with us. I did have contact personally with the homeowner and assured her that I would get her glass into production. Due to the inconveniences that the homeowner went through, I met her requests of three additional requests.1.       Replace ALL glass in the house at no charge2.       Add internal grids to all glass that she requested them in.3.       Deliver at no charge to her home. Due to the frustration she had been through and the fact that she decided to work with me, I was able to get approval for all that she requested. The only thing that I did not promise and she said she understood was sash (vinyl) material. The delivery itself required I rent a truck and send my regional sales manager to her house and he helped to unload the glass. At the time of delivery she was grateful and she thanked my sales manager. We believe that we have done all that we could and them more to satisfy this complaint. If you have any questions, please feel free to contact me at anytime. Thanks. [redacted]Director of Sales & MarketingKensington HPP

I have been a contractor working with Kensington HPP for a few years. It has been a pleasure. The products are cutting edge technology. They research new ideas to constantly improve their product lines. And that passion shows. Many of my installers have said specifically that the patio doors are the best quality they have ever installed. The customer service is knowledgable and friendly.

The few service orders I have had were completed promptly

They are the full package.

I don't normally run around recommending companies but Kensington is a standout.

Owner [redacted]

New Cumberland, PA

Our Pro-base of customers expects firm lead times and order accuracy. Kensington Corp and their local representative have established themselves as a strong business partner by offering us products of outstanding quality and high performance.

I have been in a Remodelling and home improvement business for over the last 30 years. I have dealt with the folks at Kensington pub for 18 of those 31 years. I have seen them go through some pretty tough times even reorganization, one thing has never changed and that is the quality of the windows and doors that they sell and manufacture. Another thing that never changes is the ongoing efforts by the leadership and owners to always maintain the highest quality of customer service. I am proud to be a Kensington high-performance product dealer in Northern New Jersey. They are one of the only companies that Actually stands behind their product 100%

Kensington HPP is the premier window/door manufacturer in the country. They offer nothing less than the best when it comes to unique design, superior products, and consistent developments in the technology of windows and doors that allow them to be the leaders in their business. As a proud dealer of Kensington High Performance Products, we happily recommend and stand by the Kensington line of products to all customers in need of improvements to their windows and doors.

The employees of Kensington HPP are some of the best in the business and represent their brand very well. Even with a busy schedule, they continue to maintain the highest level of customer satisfaction while ensuring a positive relationship with each and every customer or dealer that they interact with on a day-to-day basis. Personally, our representative, John W[redacted], has been outstanding in his ability to maintain an excellent relationship with us while ensuring competitive prices and quick turn-around time to both us and our customers. We have had nothing but a positive experience with Kensington HPP and will continue to work with them in the future.

I've been dealing with Kensington HPP for a number of years. I represent a home improvement company from CT.

Kensington HPP is extremely supportive is all facets of our business. Always willing to supply us with marketing materials, sales tools, and a company representative who works closely with us in resolving any customer questions or concerns.

Most important to this business, and to my company, is how responsive Kensington HPP is to us, from customer service, delivery, and even up to the owner of the company.

I would recommend Kensington HPP to anyone who is looking to partner with a company who can help you to grow your business.

I have been purchasing windows from Kensington HPP for over 2 years and have had nothing but positive experiences. I get 1 week delivery on my orders and the quality of the product is always excellent. Most importantly, I never get a complaint from my customers after we have installed them in their homes.

Review: In 2010 I had [redacted] Windows installed in my house. [redacted] Windows purchased Kensington HPP. Under the sales agreement, Kensignton has to honor my warranty. The seals of the windows of my house are failing causing the windows to cloud and mold in between the panes of glass. I have been calling and emailing for 11 months to have this resolved. They agreed to replace the windows and sent a confirmation of the replacement windows they would be producing to me in July. Three months ago I was told the windows were produced and ready to ship. Last week I found out that the windows were in fact not produced and we are starting from square one. I literally cannot see out of my windows and am tired of being lied to. I gave the contact at the company the benefit of the doubt because she was being so accommodating on the phone. She was going to waive the delivery charges, put panes in the windows for free and send me a gift card because I have been so patient. I let it go on too long and now I need to have this resolved. Thank you for your help.Desired Settlement: I would like to have the money I paid for the windows refunded.

Business

Response:

I am responding regarding the complaint that you have received regarding warranty work and Kensington HPP. I wish that I could say that we had no part in the problem with this homeowners dissatisfaction, but we did. We changed extruders back in January of 2013. Due to that we have had limited quantities of old sash material. In this instance that should have been no problem since this was a seal failure issue. Unfortunately we had an employee who could not explain this properly to the home owner and when the homeowner resisted receiving glass only and having to pay freight costs (as per our warranty since her contractor was out of business) our employee buried the service and ignored future calls or started promising things she could not give her just to get her to hang up the phone. Due to this issue and many others the employee is no longer with us. I did have contact personally with the homeowner and assured her that I would get her glass into production. Due to the inconveniences that the homeowner went through, I met her requests of three additional requests.1. Replace ALL glass in the house at no charge2. Add internal grids to all glass that she requested them in.3. Deliver at no charge to her home. Due to the frustration she had been through and the fact that she decided to work with me, I was able to get approval for all that she requested. The only thing that I did not promise and she said she understood was sash (vinyl) material. The delivery itself required I rent a truck and send my regional sales manager to her house and he helped to unload the glass. At the time of delivery she was grateful and she thanked my sales manager. We believe that we have done all that we could and them more to satisfy this complaint. If you have any questions, please feel free to contact me at anytime. Thanks. [redacted]Director of Sales & MarketingKensington HPP

I have been dealing with Kensington for several years and have found them to be an excellent company to do business with. They exceed expectations in every way. They are responsive to communication, and quick to resolve issues which the normal company might put on a back burner.