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:03/29/2024

  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.

  Ordered a replacement entry door for my home.Salesman Br**** P***** told me that the glass in sidelight would NOT be a see-through. I then opted for a Peep hole in the door. Once installation was complete, anyone approaching my door is able to see inside my home. I would not have chosen a Peep hole in the door had I known that the glass is see through. When I contacted the business, I was referred to Da*** .Da***said he is the person to handle any queries from me. He said hed get someone to come out and place some film over the glass. After a long wait, I called and was told that Da*** no longer works there. Spoke with several people after that. Each person said theyd get back to me. As of this date, no one has contacted me. My door is beautiful, installation was satisfactory, but No CUSTOMER SERVICE. No one should be able to walk up to my door and look inside.p my home.I expected someone at K & H Home Solutions to stand by what was promised.

  

  Business Response

  Date: 04/23/2024

  We have been in touch with this customer outside of ******************** to address her concerns. 

  

  Business Response

  Date: 04/24/2024

  ********************** was presented with samples and provided her approval on the proposed designs for the glass and door prior to placing the order. The items delivered align with those that were approved. Our consultant, who has been assisting **********************, is coordinating a visit by one of our field technicians to explore additional options to enhance the privacy of the glass. Ensuring our customers' satisfaction is paramount, and we are committed to making every effort to provide a positive experience.

  Customer Answer

  Date: 05/01/2024

   
  Complaint: 21504848
  
  I am rejecting this response because:
  
  Sincerely,
  
  *******************************

  Customer Answer

  Date: 05/28/2024

  Dear ****, 
  I appreciate receiving US mail regarding my concern, ID ******** K & K Home Solutions.
  
  As of this date, May, 28, 2024, there is no resolution.  I have been contacted by a representative but
  problem is NOT solved.
  
  I have spoken to 3 or 4 folks since the start of the project.  Once they were aware of my concern, 
  a person said that the problem could be solved with the use of window film.  ********** responds by saying, Ill get back to you.
  Thank you for your persistence.
  
  *****************************
  **************
  

  
  

  

  Business Response

  Date: 06/06/2024

  I called ***** today around 2:30pm and spoke with her about the situation. We came to an agreement of using a plan and opaque window film on her glass. We are in the process of ordering the window film. Once we have the film we will be reaching out to ***** to schedule a time to install it on her glass. I gave ***** my direct line ************ and let her know she can call me anytime. I also told her I'd call her on Monday with an update on the ordering process. 

  Customer Answer

  Date: 07/11/2024

  Dear *****,
  
  I sincerely appreciate the attention given to this matter.
  
  Things have changed a considerable amount in the last 2 years. It is an improvement.
  When I submitted a claim against *******, I did not receive a response of any sort. 
  Please consider this case resolved and closed.
  
  Thank you for your assistance with this.
  
  *************************************
  

  
  

• Initial Complaint

  Date:11/17/2023

  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.

  I paid K&H Home Solutions $18,356 in 2014 for 5 double pain windows, 1 triple pain window and vinyl siding for my house that came with a lifetime warranty. The triple pain window was not installed properly and is sagging. I had a representative from. K&H come out to look at the poorly installed window, as well as two separate window experts who all agree it was not properly installed and does not have the necessary shims and support required for such a heavy window,K&H is refusing to honor their lifetime warranty (I have a signed copy of the contract because they were acquired in an asset only acquisition and state that it null and voids their warranty). They want to charge me $300 to replace the window and it is UNACCEPTABLE. I have already PAID them for the window and labor costs and the onus should NOT fall on me to make repairs to their substandard work. This just proves how unethical they are wanting to wash their hands of the issue. ***** stated they they are doing me a HUGE favor and said it is their final decision. I am not made of money, and a window and the poor installation should not have an expiration date, and it is not their customers' problem because that they were acquired. I AM DEMANDING THAT THEY REPLACE THE TRIPLE PAIN WINDOW FREE OF CHARGE AND CORRECT THEIR MISTAKE. I REFUSE TO PAY THEM ANOTHER DIME. I put my trust and hard earned money into a company that, quite frankly price gouged me to begin with, but I did it because they have been in business for years and had a lifetime warranty that they will no longer honor. They have a terrible reputation in the industry and you can see if by the many negative complaints on many sites, including the BBBs. It is the principal of it all. I will not accept no as an answer. I want to file a formal complaint against them and if they refuse, I want it to be on record that this is the way they conduct business to warn others to NOT do business with them. This is criminal.

  Customer Answer

  Date: 11/18/2023

  I purchased a window from K&H and paid them to properly install it and honor their 'lifetime guarantee' on the back of my signed contract. Eight years later the window starts to sag/buckle on the bottom due to inadequate, poor installation without proper support/shims. They want me to pay for a new window, but it's not the window that is faulty, it's the poor installation and that's on THEM!!

  

  Business Response

  Date: 12/08/2023

  Hello,

  We are currently working with ***** to replace the window in question. We are awaiting the final cost and have offered to deduct $300 and no labor fee for the replacement. ***** has agreed to these terms and we hope to satisfy her with the finished product. 

  Customer Answer

  Date: 12/08/2023

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

• Initial Complaint

  Date:07/18/2023

  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.

  This complaint pertains to the continued use of the "K&H Home Solutions" name while the new owner of the K&H business refuses to honor the "lifetime guarantee" that was issued by the K&H business that the new owner purchased.This complaint has been submitted to the ******** ************************* "StopFraudColorado" portal.The attached letter describes the circumstances in detail.

  

  Business Response

  Date: 07/26/2023

  **************,

  We will contact you today in order to attempt to resolve this matter.

  Regards,

  ***

  Customer Answer

  Date: 08/06/2023

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