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Business Profile

Windows

KP Building Products

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Windows.

Complaints

Customer Complaints Summary

  • 2 total complaints in the last 3 years.
  • 0 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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.

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Complaint status

Complaint type

  • Initial Complaint

    Date:26/07/2023

    Type:Delivery Issues
    Status:
    Unresolved
    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.
    On April 06, 2023 I ordered and eventually received a sliding glass door to be installed in my home. It was delivered on Tuesday April 11, 2023 and installed professionally on Monday April 17, 2023. Right away my contractor noticed the doors did not close properly, he checked for level and the installation was all good. We waited a couple of days for the door to settle and close better. When it did not we contacted *** at **** ***** to see what we needed to do about the door. He told us to contact the manufacturer of the door. I did and provided them with pictures as requested. Even though pictures do not show the problem. They confirmed receipt of the photos with an email on May 08, 2023. On June 02, 2023 when I had heard nothing from anyone, I enlisted the assistance of the **** *****, ***** *******, *********** *****. He came to my home and took pictures of the door and sent them to the company. June 14, 2023 ******** at KP requested more pictures, that I sent. On June 30, 2023 I received a call from **** ********, the representative from KP Products for my area. He told me they were coming in the next week or so to replace the door panel. Then I received an email saying my service was beings scheduled and right after I received one to say that was cancelled. When I called them the girl that answered checked and said that just one more thing was being decided and then service would be scheduled. I called them back and told them I would be contacting you and the girl that answered just found that laughable.

    Business Response

    Date: 26/07/2023

    Hello ,

    We apologize for the miscommunication.  ******* *** *** ******** has been assigned your case .

    We checked in with them this afternoon inquiring why you hadn't been contacted and they confirmed that they are very busy and running behind .  They have some employees out on vacation.  We asked that this case be a priority, they confirmed that it will be next week.  You should be hearing from them toward the end of this week or early next week to set up an appointment . Once the inspection will be complete and we receive their report, we will be in contact with you at that point to discuss possible solutions. 

    I am sorry to learn that your experience on the telephone was not pleasant .  We take your comments seriously.  We will review your comments with the team and reconfirm our Customer Experience expectations .

    ***** ******** 

     

     

     

     

    Customer Answer

    Date: 26/07/2023


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

    I have reviewed the response made by the business in reference to complaint ID 20378185, and find that this resolution is satisfactory to me.

    Sincerely,

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

    Customer Answer

    Date: 28/07/2023

    This case is far from resolved.  They have claimed they were coming to fix it for over a month and nothing ever happens.  

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

    Business Response

    Date: 31/07/2023

    As mentioned , the technician would be in contact late last week or early this week to setup an appointment .  We received confirmation that the appointment is set up for tomorrow .

    Thank you 

     

    Customer Answer

    Date: 02/08/2023


    Complaint: 20378185

    I am rejecting this response because:  I am waiting to hear what the results of their inspection is.  And the *** assumes we have positive results, 

    when in fact nothing has been resolved.  It is interesting, that the fellow they sent has never installed a sliding glass door.  

    Sincerely,

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

  • Initial Complaint

    Date:03/03/2023

    Type:Sales and Advertising Issues
    Status:
    Unanswered
    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.
    Windows leaking between sash and frame, keepers not pulling in sash correctly. Had had several different installers inspect windows and not an installation issue. KP have replaced the sashes, then replaced complete windows and issues still remain. Still have some sashes on the way, this will not fix the issues. Air escapes and build frost on outside of sashes. Have sent several emails along with pictures, get no response or answers from them on what is going on. Need these issues fixed

KP Building Products is NOT a BBB Accredited Business.

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