Complaints

This profile includes complaints for K-Designers's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  K-Designers

  2440 Gold River Rd Ste 200 Gold River, CA 95670-6390

  
• 

  K-Designers

  2500 Decker Lake Blvd # 24 West Valley, UT 84119-7663

• 

  K Designers

  2500 South Decker Lake Blvd., Suite 13 West Valley City, UT 84119

  
• 

  K-Designers

  2480 Overland Ave Billings, MT 59102-7496

  
• 

  K-Designers

  1450 W Evans Ave Unit F Denver, CO 80223-4051

  

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:02/27/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased 6 windows, 2 entry doors and 2 storm doors. My complaint is in regard to 1 storm door that will not remain open after I have followed the instructions for it to remain open. When I called K Designers around February/March 2024 regarding the problem I was told to hire a handyman to come and adjust the dial so that the door would remain open. I was told they were not going to send a repairman from ********, MT to ***********, MT to adjust the dial on the storm door. I adjusted the dial, 2 handymen adjusted the dial and it will not work as is expected. I called 2 weeks ago and was transferred to their California customer service representative. I told her (********) that I didnt have my paperwork with me and we agreed she would call me back last week. She never called so yesterday (02/26/2025) I called the ******** office and again I was transferred to the California customer service office. I left a voicemail and that call was returned. The call was unsettling and frustrating and eventually the K Designers representative hung up on me. Today I called the ******** office again. I spoke with ***** and she would not talk to me because I was upset and my voice was raised. Eventually I told her I was going to report K Designers to the BBB and she said Go ahead. So Im completing my promise to her.What I want is a storm door that works and an apology for their extremely poor response to me as their customer.

  

  Business Response

  Date: 03/04/2025

  ******** FROM CUSTOMER SERVICE SPOKE WITH MRS. ******** TODAY, AND ADVISED THAT THE ******** BRANCH MANAGER WILL SEND AN INSTALLER BY ON THURSDAY OR FRIDAY THIS WEEK WHILE THEY ARE IN THE **** (MARCH 6 OR 7TH).  THE INSTALLER WILL INSPECT THE DOOR AND MAKE THE REPAIRS IF HE IS ABLE TO, BUT IF HE IS NOT ABLE TO MAKE THE REPAIRS, THEN THE ******** BRANCH MANAGER WILL DECIDE WHAT TO DO NEXT AND WILL CONTACT HER.  MICHELLE  APPOLIGIZED TO THE CUSTOMER FOR NOT RETURNING THE CALL TO HER AS ORIGINALLY ARRANGED TO DO, AND TOOK FULL RESPONSIBILITY FOR NOT FOLLOWING UP WITH HER PERSONALLY. CUSTOMER WAS VERY UNDERSTANDING AND APPRECIATED THE CALL BACK TO HER. - A SERVICE TICKET WAS OPENED AND SENT TO THE ******** OFFICE 

• Initial Complaint

  Date:02/27/2025

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am writing, as I signed a contract on Feb 27, 2025 for windows and door ***lacement. I wish to cancel the project within the three day cool down policy given by the ***. I have emailed the bank for the loan and contract cancelation, however I have been unable to reach anyone with K-Designers yesterday nor today. I was able to speak to a *** on their primary number, but no one local and no one that has been able to cancel it for me. I would like the $100.00 deposit cancel or refunded

  

  Business Response

  Date: 03/04/2025

  The job was officially cancelled on 3/2/2025.  The credit card deposit payment for $100 was never processed.  All has been resolved.  

• Initial Complaint

  Date:11/23/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I signed a contract with K-DESIGNERS to get a new shower in my master bedroom on 6/25/2024 but they did not start the job until August 13 and up-to-date. The job is not done yet and anytime I call them. They come up with excuse they will get back to me And I have been calling them every week to see if they are going to finish the job, and they dont seem to care I told them that I have to take a shower in my autistic child is 20 years old, and anytime Im in the shower I try to open the door, but they dont care about my problem, And I have already started making a payment to the Bank Last Week I called and spoke with ***** and he told me he called me back the same day but I didnt hear back from him and I also called this week and I didnt hear from them and Im I am tired waiting for them if they cannot do the job they need to come back and put my old bathroom back so I can take a shower. Thank you

  

  Business Response

  Date: 12/02/2024

  Portland Branch Manager spoke with customer this morning. There is a plan in place to redo the shower door and the side glass in between the shower/bathtub. The Customer accepted the plan and appreciated the Branch Manager reaching out to her to resolve the issues. They will follow up with the customer to schedule the work once they have the materials needed. 

• Initial Complaint

  Date:10/30/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We were looking for replacement sliding doors with blinds in them and a couple new windows for our house. We met with K-Designers in February 2024. Informed the salesman that we only wanted the doors if we could have blinds in the sliding doors. The salesman made phone calls confirming blinds could be placed in the doors, we agreed on the greater than $40,000 purchase of the 5 custom sliding doors with blinds, keyed alike doors, and 3 windows. We were originally informed of an April 2024 install date. No phone calls on updates were made to us. In June 2024, when the doors and windows arrived, the 5 sliding doors did not have blinds in them. A call was immediately placed to the company. We were instructed to have them installed and they would get them replaced with blinds in the glass. After installation of sliding doors, it was determined that they were not keyed alike per the sales agreement and one door slides the wrong way. Multiple phone calls were made to the company during the installation with minimal response. After multiple phone calls, we were informed that blinds could not be installed in the sliding doors because they were ordered incorrectly in the beginning. The company then stated they cant do blinds in the sliding doors. An offer was made to take $3,000 off the bill. This offer was rejected because we would not have purchased the doors knowing that they could not have blinds in them. The company now states they can have someone to provide blinds in the glass. We were told that they would provide weekly updates to us and this is not happening. We have to call them multiple times to get updates and answers on the status of the order. When we are able to speak with someone, their updates are vague and I dont know and we can get back with you tomorrow. We do not receive a call the next day from them and have to call them to get an update. This company has been difficult to work with and lacks customer service. It is now 10/30/24 and no resolution.

  

  Business Response

  Date: 11/01/2024

  The doors were a special-order size. K-Designers Omaha had to order the sashes with the blinds from a different vender. As soon as they receive them, they will be installed immediately. 

  Customer Answer

  Date: 11/05/2024

  I am rejecting this response because: phone call was received from salesman on 10/31/24 stating that the doors would be delivered to their shop on 11/18/24. Notified that we would be moved to the top of install list. On 11/5/24, phone call received from another employee at K-designers stating they called the company making the doors with the blinds in them and was informed that they would be completed in 4-5 weeks. This person was informed that we were told it would be 11/18/24. No one can provide an honest answer. No one knows what is going on. 
  

  

  Business Response

  Date: 11/07/2024

  K-Designers ************ placed the order of the glass with the blinds as previously stated with another vender/manufacturer; however, when the ************ followed up with the vender/manufacturer this week on their progress, they were informed that the vender did not put in the order until this past Tuesday, November 5th, and  that it will take up to 4 to 5 weeks before the units will be delivered. When you spoke with the office this week, they gave you an honest update, as it was provided to them. As soon as the ************ receives your glass units, you will definitely be their top priority and will contact you right away to schedule the installation. K-Designers is sincerely sorry for any misinformation that you received from your salesperson. Please direct all further communication to the ************ Production Department for any further updates or questions. Our salespeople do not order parts or materials for the company and so your salesperson would not be the appropriate person to contact for updates on production or progress. Again, we apologize for any miscommunication, and we greatly appreciate your understanding and patience in this matter. 

  Customer Answer

  Date: 11/13/2024

  I am rejecting this response because: plan to continue conversations through Better Business Bureau or a lawyer until issues have been resolved. We feel we have been pushed around with this purchase. We were informed in July that there was a company in ********** who could custom make the glass with blinds. A guy came to our house on 7/29/24 to measure. It was our understanding that the blinds would be ordered after measurements were obtained. We were informed that they were custom and would take time, we understood this. We asked for weekly updates on the status of the order. We often had to call looking for updates, which were obviously incorrect since no one followed up with the company in *********** 
  

  

  Business Response

  Date: 11/22/2024

  K-DESIGNERS APOLIGIZES FOR THE DELAYS IN RECEIVING YOUR SPECIAL ORDER GLASS WITH BLINDS. IT TOOK US SOME TIME TO FIND A VENDER THAT COULD FULFILL THE SPECIAL ORDER. AS SOON AS THE ************ FOUND A LOCAL VENDER WHO COULD FULFILL THE SPECIAL ORDER, THE ORDER WAS PLACED IMMEDIATELY. THE VENDER VERIFIED THROUGH EMAIL THAT THE ORDER WAS PLACED AND THE PIECES WERE PUT INTO PRODUCTION; HOWEVER,  WHEN THE ************ FOLLOWED UP WITH THE VENDER A FEW WEEKS LATER TO GET AN ETA ON DELIVERY, THEY FOUND THAT THE VENDER HAD NOT PLACED THE ORDER INTO PRODUCTION AS THEY HAD PREVIOUSLY SPECIFIED. WE IMMEDIATLEY TOOK STEPS WITH THE VENDER TO GET THE ORDER INTO PRODUCTION, AND AT THAT POINT, THE VENDER GAVE AN ETA OF 4-5 WEEKS FOR DELIVERY.  AT THIS POINT K-DESIGNERS IS WAITING ON THE VENDER TO FULFILL THE ORDER, AND THERE IS NOTHING WE CAN DO TO SPEED UP THIS PROCESS. AS SOON AS THE ************ RECEIVES DELIVERY THE MATERIALS, THEY WILL CONTACT YOU TO SCHEDULE AN INSTALLATION DAY AND TIME. YOUR JOB COMPLETION IS THEIR TOP PRIORITY, AND WILL BE COMPLETED AS SOON AS POSSIBLE. 

• Initial Complaint

  Date:10/28/2024

  Type:Order Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  The salesman came to negotiate with us 4-5 times the first 2 weeks in April . On 4-17-24 we signed the HOME ********** SALES AGREEMENT. for $22,091. On 6-11-24, the Sales Agreement was revised to $22,794.26 due to additional work having to be done K=Designers financed the ;loan and then in turn sold it to ************** unbeknownst to us/ We never received a bill and the next thing we knew we were receiving late notices from ************** and did not realize it was for us because we were not aware Judson Enterprises DBA: K-Designers had sold the loan. When we told the Contractor from K-Designers upon completion, that the tub was not the right tub, he said "this is the tub I was told to install!" He further stated that he had done his work accordingly and satisfactorily and for us to sign the paper so he could get paid and he was certain that K-Designers would do right by us. Little did we know that we would have a problem because we signed that paper! We wanted the door on the tub to be on the opposite end of the toilet because we bought the tub for my eldest brother ***** J. ******** who has been very ill since 2020 and in and out of the hospital every other month as well as is wheelchair bound a good deal of the time. All this information can be substantiated by the supported documents and Emory's medical records.

  

  Business Response

  Date: 10/30/2024

  K-Designers would like to apologize for confusion about the loan process.  When the Customer signed the loan documents, the loan was through Ally, and was listed as such on the documents. Later this year, ********* bought Ally, so now all loan payments go to Synchrony.  K-Designers did not sell the loan, nor is it our responsibility to notify the customer of such changes. Both Ally and Synchrony informed all customers with pending loans in writing of the changes, so the customer should have received notice. This was not a change controlled by K-Designers. Regarding the issue with the tub, the door to the tub is manufactured to be where the plumbing is located in the home, and the electrical components are then located on the opposite end.  The Customers existing plumbing is located next to the toilet, so the tub door is located next to the toilet; however, the tub door opens inward and there is ample room to enter the tub in that position. Unfortunately, the tub cannot be manufactured in the way that the Customer said they specified. Also, the Sales person would have informed them of such conditions as they are all trained in the aspects of the plumbing location and tub structure. In order to have the tub door located on the opposite side of the toilet, the plumbing would have had to been moved to the opposite wall, increasing the cost of the job by at least by $4000, if not more, and would have been discussed with the Customer and written on the contract for the additional scope of work. In reviewing the contract which the customer signed and the work orders, there were no additional notes listing the Customer's preference for the tub door location, or for the extra scope of work.  K-Designers installed the correct tub listed on the contract and for which the Customer paid.   

  Customer Answer

  Date: 11/06/2024

  I am rejecting this response because:

  The Manager, the company and the salesman have not been forthcoming nor truthful!  The salesman was in training and he had to call the manager for practically everything numerous times (2,3,4,times) each time he came to our home and I am certain that our concerns relative to the fact that we wanted a 100% Acrylic tub (opposite the toilet and not fiberglass with Acrylic coating).  We asked for the door to be on the opposite end of the tub due to our very ill Brother who is wheelchair bound a good deal of the time!  I have a picture of the tub the salesman showed and told us this was the tub we requested and were getting; HE SAID NOTHING ABOUT THE DOOR HAVING TO BE NEXT TO THE TOILET OR ADDITIONAL COST WOULD ENSUE ...NOR DID HE M

  ENTIION ANYTHING ABOUT THE PLUMBING.  it was not until the contractor showed us the finished product that we discovered and told him that the tub door was not in the right place.  Our biggest issue is that we did not agree to an Acrylic Coated Tub with the door next to the toilet; this is critical as when our brother is wheelchair bound there IS NOT ample room for the both of us to lift him into the tub!  When we brought this to the Contractors attention. and questioned him...he immediately replied that this is the tub he was told to  install and he never put this kind of tub in before as he usually installs the tub which we requested to the salesman and I am CERTAIN that the Manager was aware of this being that the salesman called him regarding EVERYTHING! 

  I called the Manager and the salesman immediately and left messages via voicemail; they never returned the call  I called 3 additional times and left messages via voicemail with still no response.  I called a fourth time and left a message with the Managers assistant via voicemail; still no response!  I called a 5th time and his assistant answered the phone and I  reminded her of the call to her and that I had still not heard from the Manager and I asked to speak to him.  The Manager came on the phone and acted as if nothing was wrong and didn.t even apologize or acknowledge the fact that I had placed numerous calls to him!  We did not get the tub in which we negotiated for; we negotiated for an 100% Acrylic Tub with the door opposite the toilet for the reasons explained above and we respectfully want this issue resolved

  
  

  

  Business Response

  Date: 11/13/2024

  The Branch Manager has been in contact with the customer and they are working on a solution. He has given her some options which she is considering.  He will follow up with her on Friday, Nov. 15th to finalize a resolution.

  Customer Answer

  Date: 11/19/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to my concern, and find that this resolution is satisfactory to me.
  
  We reached an agreement and the matter is being resolved.

   

  thank You for your assistance.
  ***** & ******** ********

  ************

  
  

• Initial Complaint

  Date:10/28/2024

  Type:Order Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We signed a contract with K-Designers out of ***** to redo our master bathroom shower on May 2, 2024. They were to start the project July 18, 2024 to be completed on July 28, 2024. They contacted us to begin the work on September 9. An installer was here for 3 days left before completion because he did not have the correct product to finish the job. In addition he used a ****** ****** to take out the shower, thereby, putting holes in our kitchen ceiling and caused a leak putting more damage in our kitchen below the shower. When the installer left, he made notes of the repairs they still needed to complete. Which included, finishing the shower surround with something other than raw drywall, fixing a hole in the floor, and putting trim around the outside of the shower. The installer assured me they would make everything all right. That was on Sept. 11. We have called them several times. Every time they say they will be here by the end of the week. It is currently Oct. 27. Our contract stated that we would pay down upon completion of the project and finance they remaining over 12 months. They did not include items we paid extra for and they did not abide by the contract. They contacted the finance and said they completed the job and were paid 100%. We have disputed that payment with the finance company which is in the amount of $15,558.24. They have not completed the job. When they left upon the original install, I got notification from the finance company that 100% of the balance was financed (i.e. it appears they think the job was done).I have called them several times (as well as the finance company). I have sent them pictures of the work that still needs to be completed and they have not responded.

  

  Business Response

  Date: 10/29/2024

  The ************ has the materials needed to finish your job, and they hope to be able to send an Installer back out to finish the job the first week of November. They have already discussed with you and agreed to reimburse you for the cost of the Kitchen ceiling repairs.  If you have not done so already, please submit your bill for the repairs to the ************ as soon as possible. Please contact the ************ if you have any further questions or concerns.  

  Customer Answer

  Date: 11/12/2024

  I am rejecting this response because: K-Designers did send a *** out 10/31 11/1 to complete ***airs / installation on our master shower.
  
  The *** did a good job and we are satisfied with the shower work.
  
  What remains is the kitchen ceiling ***air.  K-Designers has said they would pay for the ***air.
  
  We were unable to secure a ***airman until 11/15.  At which time I assume he will be able to ***air the kitchen ceiling.
  
  We will pay the ***airman and forward the amount to K-Designers.
  
  Once K-Designers remit payment to us, I will consider the matter closed.
  
  Thank you for all of your help in getting K-Designers to make this a priority!
  
  *** *****
  

  

  Business Response

  Date: 11/12/2024

  K-Designers is happy to have been able to help you finish your project and to reimburse you for the ceiling repairs. Customer satisfaction is our number one priority. Please remember in the future to report any repair issues to K-Designers ************************************ right away. As stated in your Warranty Packet, all repair issues start with reporting it to ************************************. Please review the "instructions to Process a Service Request," as it contains the phone number and other information regarding how to report a repair need. We hope you enjoy your new shower. 

  Customer Answer

  Date: 11/25/2024

  I am rejecting this response because: I have received payment for the kitchen ceiling repair.  I have requested (yet again) to be repaid for the shave bar paid for in the agreement but not brought and installed.  Also, the agreement called for grey line subway tile for the ceiling but that was not installed.  Instead we just got a grey panel.
   
  I am asking for the purchase price of the shave bar + Installation and taxes along with a token amount for the s**** up on the shower ceiling.
   
  I am attaching the purchase agreement as well as the email sent to K-Desigers today.
   
  I still do not consider the matter closed.
   
   
  *** *****
  

  

  Business Response

  Date: 12/03/2024

  K-Designers Branch Manager spoke with Mr. ***** yesterday, 12/2/2024, and he agreed to a $1000 price reduction in job price to include not installing the shave bar and keeping the top of the shower the same as installed. He agreed to consider this matter resolved. The ************ is sending him a Change of Specifications order for him to sign in agreement. K-Designers has now resolved all issues that have been reported. 

• Initial Complaint

  Date:10/24/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Entered a contract on the 14th of August for 1 America's Dream Ultimate Grand Window and paid an initial deposit. Was notified in writing on October 4th they could not honor the original agreement to fit a single large window in place and issued a change of contract to substitute 3 separate windows in place. This is not desired substitution and substantial variation from the initial order and deposit paid. Submitted a notice of cancellation on October 7th (in accordance with their 3 day cancellation period policy on the change of contract) which I have not received an acknowledgement of after two weeks.

  Customer Answer

  Date: 10/27/2024

  Attached is the original contract, the change of contract sent by ************************************** the notice of cancellation we submitted in response, and a copy of the email sent.

  

  Business Response

  Date: 10/29/2024

  Per K-Designers contract and policy, the signed and dated Notice of Cancellation, or other written form of cancellation or telegram, must be received by the local ************* no later than midnight on the third business day following signing the contract. There is no provision in the contract that states that the rescission date will be changed or altered if there is a Change of Specs to the original contract.  *** *****, who signed the contract and is the sole customer listed on the contract, did not submit a written form of cancellation, but instead had her Son send an email to K-Designers MT Branch Manager informing him to cancel his mothers contract. The Branch Manager immediately tried contacting *** ***** several times by telephone call; however, she neither accepted nor returned his calls. As she did not follow what was written and agreed upon in the contract,she is subject to paying 25% of the original contract price to K-Designers.  Since partial payment has already been made and the window had already been ordered and received by the *************, K-Designers is willing to refund her $2000 plus deliver the window to her at no additional cost, and she can choose to find a third party to install it or donate it to a charity of her choosing.

  Customer Answer

  Date: 10/29/2024

  I am rejecting this response because:
  We requested to have all communication in writing over email due to the confusion of repeated phone calls. The ********* Office in ******** has not responded to our email requesting a cancellation. ********* is unable to fulfill the original order and we have not approved the change variation so it is unclear how or why the window has already been manufactured. You have sold something you were unable to deliver and we aren't interested in a substitution.
  

  

  Business Response

  Date: 10/30/2024

  K-Designers acknowledges that we did receive the written notice of cancellation by email;however, we have not yet received the letter attached to her complaint.Incidentally, both forms of written cancellation were sent by the Customers son, who is not listed on the contract she signed, nor did he provide written documentation of having Power of Attorney over his mothers affairs. Since the contract was signed by Mrs. ************** she is our customer; therefore,making the notice of cancellation drafted by her son null and void. Additionally, the Customer spoke to both the Branch Manager, and again to the ************* Administrator by phone call, requesting that the 3 lite window with sliders that was listed on the contract be changed to a 3 lite window with double hung windows. The Branch ordered the window on September 27, 2024, after she had requested the change by phone call, and received the window on October 7th.  The Change of Specifications dated on October 4th was only to finalize what she had already previously requested of them over the phone.  The ************* did not receive her Sons notice of cancellation email until 9pm on Monday, October 7th, at which time, they had already received delivery of the new window.  K-Designers has offered to refund the Customer $2,000 as part of the Cancellation agreement, and again the Customer may accept or deny receipt of the window at no additional cost. 

  Customer Answer

  Date: 11/03/2024

  I am rejecting this response because:

  K-Designers acknowledges that we did receive the written notice of cancellation by email; however, we have not yet received the letter attached to her complaint. (Response 31 Oct 2024)
  
  This is not true the attached screenshot clearly shows the email text along with the attachments:
  -              Original Contract
  -              Notice of Cancellation
  -              Change of Contract
  
  Incidentally, both forms of written cancellation were sent by the Customers son, who is not listed on the contract she signed, nor did he provide written documentation of having Power of Attorney over his mothers affairs. (Response 31 Oct 2024)
  Nowhere does it say that the buyer cannot have someone act on their behalf. Customer was ccd into and aware of all email correspondence.
  
  The Branch Manager immediately tried contacting Ms. ***** several times by telephone call; however, she neither accepted nor returned his calls. (Response 29 Oct 2024)
  Customer received no phone calls after the submission of the Notice of Cancellation and can prove this with a copy of her phone records. ********* did not try to contact Customer at all after the Notice of Cancellation was sent. Instead, one email was sent to her son asking to speak to him on the phone. He responded insisting on email correspondence only. No response was received. (see attachment 2)
  
  The Change of Specifications dated on October 4th was only to finalize what she had already previously requested of them over the phone. (Response 31 Oct 2024)
  As per K-Designers contract Note about Extra Work and Change Orders:
  Extra Work and Change Orders become part of the contract once the order is prepared in writing and signed by the parties to the commencement of any work covered by the new change order.
  
  As seen in attachment 3: customer DID NOT SIGN the changed order.
  
  Due to the many back and forth changes where K-Designers said what they could and could not do, the customer was not at all confident that what she wanted was what she was going to get.
  
  The ************* did not receive her Sons notice of cancellation email until 9pm on Monday, October 7th, at which time, they had already received delivery of the new window. (Response 31 Oct 2024)
  
  Monday 7 Oct was within the 3 day cancellation window. The fact that K-Designers had already ordered the windows without the customer signing the changed contract is not the customers fault.
  
  ********************** has offered to refund the Customer $2,000 as part of the Cancellation agreement, and again the Customer may accept or deny receipt of the window at no additional cost. (Response 31 Oct 2024)
  Customer would like her entire deposit refunded $4111.00 and does not want the windows.

   

  
  

  

  Business Response

  Date: 11/08/2024

  K-Designers will issue a check to Mrs. ************* for the full amount of her deposit. The check request is being submitted and as soon as the ************* receives the check, it will be sent by ***** to the customer. Approximate timeline for the check to be sent is by the end of the week ending November 15th. This will finalize the cancellation of the job contracted with Mrs. *************. 

  Customer Answer

  Date: 11/11/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to my concern, and find that this resolution is satisfactory to me.
  
  

• Initial Complaint

  Date:09/20/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  About two years ago I got my windows replaced by k designs. In August of ********************************************************************************************************** June of this year someone finally came out to replace the cracked window only to find out that k designs had order the wrong window. It has now been over a year that I have been waiting on them to get my window replaced and only contacted I have with them is if I call. I just want my window replaced.

  

  Business Response

  Date: 09/26/2024

  K-Designers ******** office has sent the sash out 4+ times with Installers & every time the customer was a no show / no answer. Due to her work schedule, working nights, it has been difficult  to contact her and schedule a time when she will be available. The ******** office has been advised to contact customer and have her arrange for a friend, family member, or neighbor to be there and to give them permission to sign off on the installation. The ******** office will contact her and make arrangements as soon as they are able to locate the sash and have another available Technician.

  Customer Answer

  Date: 09/30/2024

  I am rejecting this response because:the business has been told from the very first about my work schedule and has never worked with me for it. They may have called but I have only received one message from a **** even after they had been told they need to leave a message and what days, Thursday or Friday, that I am available. Even when I returned Jeffs call on 25 September 2024 he was not available and I was told he would call but still have not heard anything. 
  

  

  Business Response

  Date: 10/02/2024

  The sash was re-ordered a second time on 9/26/2024. ******** did not give an estimated delivery date, but it is expected to arrive around the middle of November.  I will let the ******** office know what days you are available for installation and have them call you to schedule the date as soon as the new sash arrives. 

• Initial Complaint

  Date:08/01/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I'm waiting for the proper screen for one of the four windows installed.I'm waiting for reimbursement for two ADT magnets discard with old window frame.Caulking around the new windows was not professional.Kept getting address as NE instead of NW.While cutting the fittings to frame the new windows, the dust/residue was all over the yard. I mailed the Customer Satisfaction Survey April 23, 2024. No contact from the company regarding the survey.

  

  Business Response

  Date: 08/01/2024

  HI ******************,

  CUSTOMER SERVICE HAS ALREADY SPOKEN TO YOU ABOUT YOUR CONCERNS, AFTER WHICH, WE OPENED A  SERVICE TICKET TO COME BACK AND FIX THE CAULKING AND DO SOME CLEAN UP. WE RECEIVED YOUR SURVEY AFTER YOUR SERVICE WAS OPENED. THE SURVEY YOU SENT WAS DATED BY YOU ON MAY 20, 2024, AND RECEIVED SOMETIME AFTER THAT. IT ONLY LISTED THE SAME ISSUES WHICH WE SPOKE TO YOU ABOUT,  AND THERE WAS NEVER ANY MENTION ON THE SURVEY OR OUR PHONE CONVERSATION WITH YOU ABOUT A MISSING SCREEN OR WAITING FOR A REIMBURSEMENT.  WE WILL BE SURE TO ADD THAT TO YOUR OPEN SERVICE TICKET. THE *************** WILL CONTACT YOU TO SCHEDULE YOUR SERVICE APPOINTMENT AS SOON AS THEY RECEIVE ALL MATERIALS NEEDED TO COMPLETE YOUR REPAIR REQUEST, AND WE WILL HAVE THEIR BRANCH MANAGER REACH OUT TO YOU ABOUT YOUR REIMBURSEMENT. 

• Initial Complaint

  Date:05/09/2024

  Type:Sales and Advertising Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We had purchased 10 windows plus the sliding door (37k) on March 2024, sales person was very happy and when we asked if our sliding door will come with doggie door She confirmed that the sliding door will come just like the one we had, we trusted her and asked no more. Once their employee came to replace the new windows and doors they replaced a normal sliding door with no doggie door which for us is a must since we have 3 dogs and that was the reason we did checked with the sales person(******) we were told that K Designers do not work custom made doors, so isnt all this custom made? I questioned .The employees advised to talk to their manager because they had no other information about any doggie door, so I proceed to call the sales person and Manager stated the same thing, they do not work custom doors so why were we promised something that they dont work with, I tried to call our sales person for couple weeks with no response and no call back so I proceed to go higher and called directly to their office which it was late around 6pm and I was told by an employee to leave a voicemail because the office was closing and when She transfer me I was lucky enough that the branch manager *************************** picked up the phone and I told him my problem, He said the same thing they dont do custom sliding door (with doggie door) I explained that the sales person promised that and that we expected to meet their promise and I told him I believe ****** is not well trained and She was not aware they dont work custom doors and She promised me something She didnt know they couldnt meet I also told him She is not answering my calls not even my messages and He apologized and said that all this was a misunderstanding because He trusted his employee, however He said He wants all the customers happy and He gave me his cell number and said He could not do custom door but He asked me to purchase the doggie door and He will pay for it. And I was really happy that this company was responsable enough to meet their promises, however I purchased a new doggie door and sent all the information from the purchase and payment I made hoping to get reimbursed since my old doggie door doesnt fit anymore, I sent all this information to him as He advised me on 4/19/24 with no response, I have been leaving voicemails to his cell number several times and no response and He is just nowhere to be found.I would like the reimbursement for the doggie door and to let customers know that if everything is ok with the windows these people will answer their phones but when a concern or problem comes out they ***************** from you and You will never hear from them again and no matter what they promise dont trust them and get all in writing.I would like the refund of the new doggie door they promised I would have and since they did not made their promise refund for the one I purchased and ***************************** promised He will pay and now He doesnt answer my calls or messages.Thank you ***************************** Branch Manager cell *************

  

  Business Response

  Date: 05/13/2024

  Hi **********,

  Thank you for your receipt. You will be pleased to know that a refund for the full cost of your pet door is being processed and will be sent to you as soon as possible. We apologize for any confusion this has caused, and hope you will consider K-Designers for future home remodeling projects. 

  Customer Answer

  Date: 05/14/2024

  I am rejecting this response because:

   

  At this point is hard to trust a person who promise to pay something and then vanishes, so if I dont get the payment my complaint will stay on reviews for future customers, once I received payment I will close this complaint but I dont want to be running and calling after someone that keeps ignoring, hiding or avoiding responsability.

  thank you

  ***************

  
  

  

  Business Response

  Date: 05/17/2024

  Hi **********,

  Your check was sent out in the Mail on Thursday, May 16th, so you should be receiving it in the next few days.  The check was issued with the full cost of the pet door instead of half the cost as was originally agreed upon.

  K-Designers National Customer Service 

  Customer Answer

  Date: 05/20/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to my concern, and find that this resolution is satisfactory to me.