Complaints

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:07/14/2023

  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.

  This is the short version but attachment provides more detail. In Jan 2018 I paid ************ $13,605 to install *************** on my home. In that summer, siding on the front my home started to warp. ************ came out a number of times, and re-siding the front side of my home. The next summer the same thing happened. ***** reached out to the KP Building products for assistance. Ultimately the front of the house was re-sided again. The issues continued the next summer. KP products suggested a modified way to install the siding, so for a third time the front was resided. The next summer the same thing happened. ************ tried numerous times to get KP products to respond but they ignored their communication. In Jan 2023 Titan suggested I contact KP products and provided contact info. Jan 11, 2023 I emailed *********************, warranty manager and *********************, VP of ops with my details (attached). ***** has been terrible at communication and it's taken quite the effort to get her to respond. In April 2023 an inspector was sent out to look at the house. He stated the entire house had the same issue as the front. He would not discuss specifics. Ultimately, after more prodding to ***** finally sent a proposal to settle amounting to $500 and 2.5 square of shingles for a siding fading issue we never reported. The issues pointed out was the siding was incorrectly installed. However, the inspector only saw the modified siding installation as recommended by KP Products and other band aids they had to use to keep the siding on my house. The settlement offer was for me to accept this and release KP products of all liability. I sent them a refusal email and countered with a $7500 offer to settle. To this date they have ignored my offer and will not reply to emails. I also see I'm not the only once who has complained to the BBB about warping.

  Business Response

  Date: 07/17/2023

  We are disappointed that Mr. ********** is not happy with our offer to resolve his concerns. We have conveyed that a physical inspection of the installation revealed the following installation errors:

  Molded Shake siding:
  Face nailing. Face nailing is when a fastener is driven directly through the vinyl instead of through the appropriate nail slots.
  Tight tolerances. A tight tolerance is when there is little or no room for expansion of the siding into the accessories.
  Panels not center pinned. All panels must be center pinned, it controls the panel direction of normal expansion and contraction.
  Non-solid substrate. The substrate has no nail holding power (non-weight bearing). Molded Shake siding must be installed over a solid substrate such as plywood or OSB.
  Panels cut too short. Panels that are cut short in the trim pockets can catch on the trim which will restrict the panels from proper expansion and contraction.
  Tight tolerance of the vinyl accessories. Not enough space to allow the trim to move during normal expansion and contraction. 

   

  Siding:

  Tight fastening. Tight fastening is when a fastener is driven tight against the siding.
  Directional fastening. Directional fastening is when panels are fastened at opposite ends of the nail slots.
  Angled fasteners. Angled fastening is when fasteners are driven at an angle instead of perpendicular to the wall.
  Insufficient fastening. Insufficient fastening is when fasteners are placed in excess of our recommendation.
  Tight tolerances. A tight tolerance is when there is little or no room for expansion of the siding into the accessories.
  Tight fixtures. A tight fixture is any fixture (meters, shutters, lights, gutter downspout straps, etc.) that is installed tight against the siding or screwed directly through the siding.
  Non-solid substrate, fasteners not driven into studs or a nailable surface. The substrate has no nail holding power (non-weight bearing).
  The snap lock punch tabs were not present and/or sufficient to properly secure the siding in the utility trim. The punch creates tabs in the panel in order for it to lock into the utility trim, which will secure the panel to the wall.
  Face nailing. Face nailing is when a fastener is driven directly through the vinyl instead of through the appropriate nail slots.
  Panels cut too short. Panels that are cut short in the trim pockets can catch on the trim which will restrict the panels from proper expansion and contraction.

  Nailing through the weepholes of the siding. Nailing in weep holes will restrict the panels from proper expansion and contraction.

  Tight fastening of the vinyl accessories. Tight fastening is when a nail is driven tight against the trim.

  The attached pictures are of the physical inspection of the installed siding. 

  We would like to resolve Mr. ********** concerns but must do so within the guidelines of our written warranty.

  Sincerely

  KP Warranty Services

   

  Customer Answer

  Date: 07/17/2023

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  KP Products, in this response, hasn't even tried to provide any resolution other than the initial offer that I have rejected.  KP Products has refused to address my counter offer to resolve the matter.  They have completely ignored my 2 emails sent to them to respond to my offer.  Accepting my offer is still within their warranty policies to resolve this issue.  Additionally, I have addressed several of the "installation errors" as temporary band aids in my previous communications.   Finally, the settlement offer they have made for faded siding is a complaint that we never had and appears to be a "work around" to "give us something" to go away.   

  So it's incumbent, not only as a professional courtesy, that they address these points I have made as well as my settlement offer to resolve this issue.  Trying to skirt these issues isn't going to resolve anything.

  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  Mark

   

   

  Business Response

  Date: 07/17/2023

  We are disappointed we seemed to have reached an impasse in resolving Mr. ********** concerns. We have applied the terms of our warranty and have offered the coverage available under the written warranty.

   

  Customer Answer

  Date: 07/18/2023

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  They still will not address my rebuttal to their assessment of improper installation.  I have exchanged an email with KP Products on providing a credit to their distributor so ************ can use that to purchase product to re-side my house.  Myself and ************ disagree with their assessment.  I have also consulted with retired VP of one of the largest home builders in my area and his assessment is there is a product issue.  KP Products seem disinterested in resolving this outside of their "warranty" mantra.  If KP Products is willing to think outside the box just a bit and provide a reasonable settlement we could end this now.  

  
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  Mark

   

   

• Initial Complaint

  Date:04/26/2023

  Type:Sales and Advertising 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 had purchased siding from ************************** after the fist hot summer we had white spots and fading appear light in color on the south sides of the buildings. the siding was replaced and now 3 years later it has started all over again in the last few years , HELP the house looks horrible on the sides where the sun hits it the most it needs to be replaced again thank you *************************

  Business Response

  Date: 06/25/2023

  We are disappointed to hear **** has an issue with his vinyl siding. We have emailed him a claim package which details the requirements for the processing of a warranty claim.

• Initial Complaint

  Date:02/08/2023

  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 and installed vinyl siding on my home from kp building products. This siding had a 50 year warranty. Not even one year passed before the siding began showing warping and design is***s. I submitted a claim in August 2022 after speaking with the company for months in regards to the siding is***s and claim was made. I sent samples, provided pictures and every document they requested, original purchase receipts. Outside of the the material itself (boxes of siding) there is large expense for materials needed for installation of siding.They sent a representative out who inspected and sent reports that the installation was perfect but the product was defective. The defective product is on my entire house. The company stated they will only pay for replacement of west walls showing is***s at this time but will not provide settlement paperwork that reflects the settlement offer is only for west walls. They will not honor the warranty stated/ or are willing to settle but want me to sign a release for the entire house while only offering replacement costs for the west walls, they will not allow me to communicate with their legal department and have instructed me to just keep emails as reference to why their legal contract is entirely different to what their purposed settlement is. Extremely deceptive, not sure how this is happening. This is devastating loss and I'm unsure what I do. *************** *** them, I don't have ****** to start over. Buyers should be protected against this happening. Who is regulating this company to protect consumers from their homes being destroyed from this companies defeative products as well as not honoring warranties?

  Business Response

  Date: 02/10/2023

  We are sorry that ****** is not happy with our resolution to her concerns. We have applied the terms of our written warranty and have attached a copy for your review. We have also asked our legal team to reach out to *************

  KP/ABTco has offered free replacement material for ******'s entire home (exact quantity of siding purchased) as well as provided a labor allowance. We believe our offer to be reasonable, fair and within the guidelines of our written warranty.

   

  Sincerely

  KP Warranty Services

  Customer Answer

  Date: 02/10/2023

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  [You must provide details of why you are not satisfied with this resolution.  If you do not enter a reason for your rejection, your complaint will be closed as Answered.]
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  ******

   

   This response is not correct. The last offer made stated the replacement settlement offered is attached as well as the conversation of what would be paid for labor costs. From KP buildings figures the settlement offer submitted as response to this claim the amount offered should be 57,0000in replacement costs. I do look forward to hearing from the legal department as I requested before. The information on our correspondence is attached for verification that this claim resolution has not been offered as stated.

   

   

  Business Response

  Date: 02/14/2023

  To be clear, KP has offered 384 pieces of siding which equates to 32 squares (a square is 100 sq ft) and $150.00 per square of siding. 32 square x $150 per square = $4800.00.

   

  This is in accordance with our written warranty.

  Customer Answer

  Date: 02/15/2023

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  The information provided is not correct, the settlement offer you provided for this claim is different than the last one that was sent. You haven't even supplied the correct information to support the company's warranty. I have still haven't heard from your legal department nor have I seen any response to why you are proposing I sign a document to accept material to replace the defective material on my entire house and sign paperwork that it is resolved while only honoring warranty for 3 west walls. Where is the document that states your defective product which had been inspected to have a perfect installation would cause loss of ****** to tje consumer? Kp has responded more to this claim on BBB than to the claim itself to further mislead consumers to suffer losses from the defective products you are producing. I do not accept this, and hope your company is exposed for what has happened.
  
  Thanks,
  *************************** 

• Initial Complaint

  Date:11/07/2022

  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.

  Our contractor ********************* from ************************** built a garage for us 4 years ago using Menards siding. Siding is TimberCrest Plus Harbor Ridge Rustic D4 VOD4041 Natural Oak ****** upc ************. The siding is from the company KP Building Products *** at *************************************************************** Attn Quality Manager. Email ***************************************** Their written warranty states 50 year warranty. The siding started out at tan and it's so faded it looks white. Furthermore, the same builder just put the same siding on our entire house this summer. What's the house going to look like in 4 years? The company says I have to take the bad siding off and also provide a piece of the new siding and send it to them. Well, our builder has yet to provide us with a few spare pieces of siding! So I don't have new siding to send to them nor can I just rip off a piece of the old faded siding. I sent pictures and details of this. I said they should have someone come and look at it. I'm sure you can understand that I can't just rip off some of the old and my builder is giving us grief about giving us some spare new siding. Please help me. All this siding is a lot of money. We are seniors and shouldn't have to be in this situation. Menards won't help at all. They said I have to deal with the company. Advise to ***** ************ thanks. I don't have the exact price of the siding because the $35000 garage included everything. The house that was done this summer was $16000 but included some OSB and tyvek with the siding.

  Business Response

  Date: 10/20/2022

  see attached

  Customer Answer

  Date: 10/24/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  

  OK we'll pill the siding off BUT OUR BUILDER STILL HASNT GIVEN US A FEW PIECES OF THE NEW SIDING.  UGH!!  I JUST SENT HIM ANOTHER NOTE.  DON'T CLOSE THIS.  WHAT AM I SUPPOSED TO DO IF THE BUILDER IS BEING A JERK.  *****

   

  
  Regards,
  
  *****************************************

  Customer Answer

  Date: 10/27/2022

   I need my 5 pieces of new siding in order to complete the complaint as you stated.  I called him again last night and pleaded with him to bring this to me.  Ugh.  I know there's a deadline but what else can I do?  **********; 

  Business Response

  Date: 11/03/2022

  see attached

   

  Business Response

  Date: 11/09/2022

  We are working with the homeowner(s) to provide us with the requirements listed in our written warranty.

  Customer Answer

  Date: 11/09/2022

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  I dont understand. I sent them the siding they asked for via us mail overnight. Are they saying they still want something?  If they do what is it?  Help!!  ***** 

  Business Response

  Date: 11/15/2022

  Upon we receipt of the claim requirements listed in our written warranty it will be our pleasure to  resolve this complaint.

  Customer Answer

  Date: 04/27/2023

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  This goes back to the fall of 2022!!  I finally reached their ************ and they approved my complaint. Im supposed to get $750 and a box of siding. They informed me of this early 2023. For weeks I didnt hear from them. I finally called Menards and they gave me a guy in the plant. He informed me that their computers crashed in February and cant process claims. I have called them twice since then and their computers arent working still. This is outrageous or a joke!!  I called Menards and they are still selling their products so how can they do new business but cant pay my claim. Im sure Im being abused or lied to. Regardless they can get a loan from a bank and pay their customers.