Complaints

• Initial Complaint

  08/13/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  We signed the contract with KV Windows to replace glass for one window and a sliding door. They came and measured, and we paid a deposit in March of 2021. The first attempt to install the windows was in June of 2021: the size for the door glass was wrong and the other glass was defective. The next attempt, the window glass was defective again, the door glass was the correct size, but during all those multiple installations, they damaged the glass bead, so they ordered a replacement. The third attempt in November of 2021 was finally successful for the window installation. The glass bead order was finally received, but it was a completely wrong item. We contacted KV Windows again, but haven't heard from them for another 6 months, so we asked another company to fix the issue and finish the job that KV Windows started, which was finally done at the end of June 2022 - almost 1.5 years later!!! When we received an invoice for the full amount, we asked to adjust it for the work they did not do. KV Windows refused to do so and threatened to lien our property.Paid deposit $888.70 in March 2021 Paid the balance $888.70 in August 2022 Invoice #***

  

  Business response

  08/19/2022

  Our goal is to provide a 5-star window installation experience and we apologize for letting you down, ******. We understand that the situation of defective glass was more than tiring however,due to these manufactured defects, it was always warrantied glass that was free of charge to replace by the manufacturer. Including the glazing beads that were damaged by the glass installation. The money owed to KV Windows was not invoiced before these repairs as good faith on your end that we would help with the matter even though our contracted work was finished and we were only waiting on warrantied repairs taken care of by the manufacturer, which were to be scheduled 6/29/2022. KV Windows had followed up with you following this date and you had informed us that you had not been in contact with them and nothing had been done at that time. KV Windows then reached out to that manufacturer on your behalf to see that they had been reaching out and you were unresponsive.When this was brought to your attention by KV Windows you then said it was already replaced by a 3rd party. KV Windows had asked you to provide proof of these repairs and instead was told you felt you should not pay the final invoice. If we had been aware of this before contacting the manufacturer we could have worked out some middle ground, but we were not provided the invoice from this 3rd party and were misled during the final stage of this process which is why we chose not to add a discount, and requested payment in full. If you would like to further discuss this you can send an email to *******************************

  Customer response

  09/05/2022

   
  Complaint: 17713089
  
  I am rejecting this response because:

  
  
  I would like to correct the following statement that KV Windows were "waiting on warranted repairs taken care of by the manufacturer." This was never discussed with us for all this time that they were "waiting" and ******* did not have any records of such requests. We contacted ******* for a different matter that has nothing to do with this installation and, as a courtesy, they ordered and replaced this broken bead. I never said it was replaced by the third party and here is exactly what I said - "another company" means that KV Windows did not fixed it and that is just their interpretation.
  
  "Let me recap the events to make sure we are on the same page. 
  We signed the contract and paid the deposit in March of 2021.
  The first attempt to install the windows was in June of 2021: the size for the door glass was wrong and the other glass was defective.
  How many more there were? If I remember correctly, I think at least two more, another defective glass. Your last installer confirmed that the glazing bead was broken during all these multiple installations and you need to order a new one. That was November of 2021. The order was received and it was a completely wrong item.  I contacted you again and I haven't heard from you since. I asked another company to fix this issue, they did (no, not under warranty repair), and now you want full payment? Is this correct?"
  
  I never said  I would not pay the final invoice either (please see another quote below), I just asked it to be adjusted, because we did all the leg work to get this issue fixed. I am sorry KV Windows feels offended that I said it was not fixed - I just wanted to see how much worse the KV Windows service can get at that point.  
  
  "Yes, ******* finished this almost 2-year project and that's why I don't think we should pay the full amount for this extremely frustrating and needlessly time-consuming project. I had to contact *******, miss time from work and finish your job - this is not what we agreed upon. I think it is fair to ask you to revise this invoice."
  
  I think the company should be accountable for the final result (under contract) and don't expect customers to figure out all the issues on their own. If KV Windows felt that ******* should finish their work, it should have been communicated to us, instead of us waiting to hear from them for almost a year and then sending us an invoice for a full amount. Therefore, I still expect the final invoice to be adjusted.
  
  Respectfully, 
  ***********************************
  
  
   

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