ComplaintsforK&H Home Solutions

• Initial Complaint

  06/16/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  BBB unable to locate business

  More info

  In 2011 we purchased windows that we were told had a life time warranty backed up by K and H. 3 windows seals have broken and have gas bubbles inside. We sent pictures and the company agreed. I was told K and H was sold and no longer honored the life time warranties are no longer honored. They said they charge $150 to come see the windows and give us a price for repair/replacement.

• Initial Complaint

  03/04/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On Friday ,7January 2022, K& H **** solutions came to start a project. ***** **** solutions set a technician out on 2 MAR 22. He was suppose to replace the rubber around the 3 sides of the garage frame . He showed up, took apart the east vertical side; inserted the preformed gap stopper; charged us the fee and left. We closed the garage door until our guest had to leave with her puppy. A horrific noise greeted all of us which was the tearing off of the new rubber closing that was installed by another company last month. We had to hand lift the bottom as it disconnected to secure the garage door. We left many calls that night and the next day for ***********************. We even left an oral message with the manager of sales. We finally connected today, 4 March 22.Unfortunately we have to wait for ***** for repair of the garage door they damaged trying to close an air gap until Friday, 11 MARCH 22. The base of the door was ripped off by the piece installed by *****. We had just paid $652.00 approximately to update/secure the closing of the base. Our technician balanced the entire door, updated wheels etc. At this point we are stuck with opening & closing the door manually as 2 disabled senior citizens. *********************** disputes the situation and will only send his employee on 11 March; 9 days after causing the malfunction. We are grateful ***** finally responded to our multiple messages. Still waiting on the call from the owner.I apologize for my use of French with *****. It is extremely frustrating to have a service call to determine what needs to be done; then when they came with the one edge instead of 3 sides; the technician installed the one side leaving staples on the ground & incorrectly doing the job causing major issues. It would have been more professional if the tech had opened and closed the garage door after the 1/3 installation to confirm his work was correct. We have been cleaning up after the ***** tech as he left debris including staples.

  Business response

  03/10/2022

  K&H's owner & production manager went out to meet with the homeowner yesterday, March 9, 2022, to inspect the garage door as well as the weather-strip seal.  The first thing evident was that the replacement of this weather-strip was part of the original siding job K&H had done for this customer in 1999.  It was not really within the scope of work K&H generally does. Nevertheless, our service tech undertook the work & did not do a good job, the result of which was damage to the homeowner's garage door. Since it was our mistake we will make sure it is corrected. We will replace the weather-strip on all 3 sides of the garage door along with replacing the aluminum coil wrap of the wood on all 3 sides with new aluminum.  We told the homeowner to have her garage repair person come back & reattach the extender on the bottom of the garage door that was torn off, but appears to be in useable shape and K&H will cover the cost.  If it is necessary to replace that extender K&H will cover that cost. Once the weather-strip & aluminum coil wrap are completed we will operate the door to make sure everything operates properly and seals correctly. We also advised the homeowner that the replacement of this type weather-strip is generally done by the people that install or repair garage doors or a trusted handyman for future reference. We believe the homeowner was fully satisfied with this resolution.

  Customer response

  07/09/2022

  John Convy, Operations Manager of K & H home solutions went above and beyond to solve the situation with our garage siding frame. It took longer than expected since we had so many conflicts in scheduling mostly on our part, homeowners. I am delighted with the final result from K & H Solutions. The quality of service was exceptional especially considering the date of original purchase. If only more companies had such superior expectations for their work and reputation. If we are ever in need of a housing project K & H Solutions will be at the top of our list. Thanks John and crew for diligently being engaged problem solvers and extraordinary people. The Denver area is blessed to have such a reputable company. *** * ****

• Initial Complaint

  11/03/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We signed a contract with K&H windows in June 3, 2021, for a new patio door and windows. They were to install Patio Door and Windows in August. It is now November 2021, and nothing has happened. We still do not have our windows or patio door. They have been mostly unresponsive. About two weeks ago we contacted them and ***** said she would call us back. She never called. We do not want the patio door and windows changed out in the cold where the winterization sealants will not cure properly. At this time we are tired of waiting. We want our $5,000.00 back that we paid them.

  Business response

  11/15/2021

  This customer originally signed his contract for windows o 6/3/21.  We always do a technical re-measure of the windows before ordering them to make sure we order the correct sizes and styles. We made our 1st call to them to set a date for re-measuring on 6/7/21 with no reply. We reached out again on 6/17/21 and 6/22/21 before they responded and set that measure for 6/29/21. As a result of the measure we had to resolve some questions about color and hardware so their windows werent ordered until 7/9/21, over a month after the contract date. When we received confirmation of the order from the manufacturer we notified them, due to supply chain delays, their windows were not expected until mid-October. On 9/1/21 we emailed them again confirming their windows were expected in mid-October. On 10/13/21 we informed them, by way of a phone conversation, that the manufacturer was waiting for 1 window to be completed & we expected the order to be shipped the following week, and they were fine with that. On 10/19/21 ***************** spoke to our customer service person for an update and she was told her windows were on the truck & once we received them the job would be assigned to an installer who would contact them to schedule the installation. On 10/26/21 Customer called wanting to schedule the installation.We sent a message to the installer to contact them.  The installer actually did call and left a message to arrange an installation date on 10/27 and 11/1 but did not receive a call back so they scheduled other jobs.  On 11/10/21 **************** stopped by the office to discuss getting his deposit back because he felt it was taking too long to get his windows. He met with the owner & sales manager.  We told him we couldnt give him a refund because his windows were in the warehouse. He seemed surprised but said we should schedule the installation date, which we did.  The windows will be installed 11/24/21.  Hopefully he will post a follow up to this complaint. I apologize if they feel we were not responsive but the windows did arrive close to the time we estimated them to arrive.  We did update them along the way with whatever information we could obtain from the manufacturer.  Im not sure why they did not respond to our installers efforts to schedule the job but we did get the job scheduled as quickly as we could considering all the delays the market is dealing with in todays manufacturing and labor environment.  I am certain once the windows are installed they will join the ever growing family of happy K&H customers.

  Customer response

  11/18/2021

   
  Complaint: 16091143
  
  I am rejecting this response because:

  First, we dispute K&H statement that they have contacted us.  They have not!  K&H seems to put all responsibility for scheduling and communication onto their sub-contractor installer.  I understand his name is ******.  If this subcontractor has called us, he did NOT leave a message.   We receive a lot of Spam phone calls, and we work!  We are not always home.  We rely on our answering machine and caller ID, and our cell phone.  We return phone calls that are left.  K&H have both our home number and our cell phone numbers.  K&H, nor their contractor have not left us a message.  But you call K&H at their home office, the call goes into their message system where not one of the options or to schedule an installation or talk to someone in customer service.  You are expected to leave message, but they cant leave you one.  
  When we signed the contract June 3, 2021, the salesman, ***********************, told us there were no problems with the manufacture, and if we had concerns, we were to call him.  On June 20, 2021 we called *********************** as we had not heard when someone would come to measure the windows.  The window were supposed to be ready for installation in the month of August and they were not.  On July ***** we received an email from K&H that windows would arrive in the middle of October.  In October I called *****.  I explained the window were still not installed and when could we expect installation.  He call me back as he would find out what happen with the windows. .Within 30 minutes ***** called back he said K&H would call us to give us an update on the windows and door.  We did speak to ***** from K&H and she said the windows and door would be delivered to their office around the middle of October. On October 13, 2021 we received a call from K&H that that manufactured was waiting for one window to be completed and would be delivered to their office the following week. . They have our home number where they can leave us a message.  On 10-19-2021 my wife called and spoke to customer service and it was confirm by K&H that our windows and door are on the truck to be delivered on Thursday 10-21-2021. K&H would call the following Monday 10-25-2021 to confirm that the windows and door were delivered to their office. And someone would call to set a date for installation.  We did not receive a call so on Tuesday my wife called and left a message to get confirmation that windows and the door had been delivered to K&H office. We received no returned call. On October 27th we emailed operations department (my question how soon can we expect installation and gave them both home number and cell phone number again.  It is November and the windows are still not in.  When I recently went into their office and talked to the owner of the company he assured me that the windows would be installed on November 24, 2021.  We will see what happens.  
  
  Thank you.  *********************
  
   

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