ComplaintsforKolbe & Kolbe Millwork Co., Inc.

• Initial Complaint

  03/13/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We purchased a door through Kolbe for installation in *******, **. Upon our first very cold snap, the door failed. A buildup of ice occurred on the INTERIOR surface of the door. Further, the door sweep has come off the track after repeated repairs by the local dealer who sold us the door.I have asked for a refund since the issue came to light, January 16, 2024.The response from Kolbe was that they do not warranty against humidity, and further, that it was an unusual cold snap. I replied that MT is a cold state; that no other wood doors in our vicinity experienced condensation, ***************************** of Kolbe offered no meaningful response. They were informed incorrectly by the dealer that ************ humidity level was 31 degrees. I corrected ********************** that a small humidifier was set to 31 degrees, but never approached that level. I also told him, and Kolbe in an email of today 3/13/24, that the humidity level was extremely low, low enough that no condensation appeared on any interior window surfaces. I also informed him on the telephone that the humidity level was low enough that our skin cracks. In the face of accurate information, Kolbe refuses to back their product. They continue to parrot the disclaimer for humidity, when in fact the evidence does not support humidity as a factor.

  Business response

  03/19/2024

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

  First, I want to sincerely thank you for choosing Kolbe Windows & Doors for your project. I understand from your complaint that you experienced condensation on a door unit during very cold temperatures.

  Condensation is caused by a temperature difference between the inside and outside of a building, combined with excessive humidity levels inside. When warm moist air meets a cold surface, in this case your door, the air cools rapidly and condensation forms on the surface. This is a result of the environment, not a failure of our product. Our warranty covers defects in materials and workmanship, not issues related to environmental factors such as condensation.

  Even though your warranty claim for condensation is not approved, please know that we remain committed to our warranty if a valid concern arises in the future.

  Sincerely,

  ***********************, Vice President of Sales

  Customer response

  03/23/2024

  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.
  
  ****************,
  Thank you for your short primer on the mechanism of condensation. What is your definition of excessive humidity levels?
  What you conveniently omitted in your explanation is the dynamic relationship between the insulative factor of the barrier (door), humidity and dew point at which condensation occurs. As the insulative factor of the door decreases, and cold air infiltrates the interior, the dew point drops, thus requiring lower humidity levels for condensation to occur, resulting in condensation at low humidity levels and cold temperatures.
  Thus, your argument that condensation is solely the result of excessive humidity is hollow. The resulting condensation is the result of inadequate insulation of the door.
  

  I am curious as to how you came to the conclusion that our home had excessive humidity levels.
  Did you send out a representative to assess the issue?
  Did you take humidity readings?
  The answer is no to both questions.
  You have no idea regarding the humidity level in our house at the time your door had condensation. Your claim of excessive humidity is pure speculation.
  
  Some issues you might not be aware of.
  
  ******* ranks among the lowest states for humidity; the Gallatin Valley is a high semi-arid environment.
  A gas-fired boiler running non-stop with no built-in humidifier (we have none) will virtually deplete humidity from the interior of a building. That is our situation.
  
  At the time your door failed, our new ******** metal-clad kitchen door showed no signs of moisture or condensation, or any other signs of failure.
  
  Our windows did not show any condensation, which is to be expected under excessive or even moderate humidity levels
  
  Several neighbors whose houses have wood entry doors responded, without exception,
  that none of them failed in any way, including condensation. One family whose bedroom borders the front entry hall runs a humidifier nightly.
  Why did none of these doors fail in virtually the same environment and living conditions while yours did?
  
  What I am certain of is your awareness that your door should not have been sold in *******; that it is not engineered and built to sufficiently rigorous standards to withstand our very cold ******* temperatures. Your company knows this and failed to counsel the local representative.
  
  I highly suspect that you engage in deceptive trade practices.
  
  What I also am certain of is that you insert a bogus warranty disclaimer to shield your company from product liability with full knowledge that your products failure rate is unacceptably high.
  
  Prior to next winter we will be replacing your door with one from a reputable competitor.
  
  I  take issue with your condescending claim that our complaint is not valid. Any complaint regarding product failure is valid.
  
  Your baseless and fact-free claims are rejected and I demand an immediate and full refund.
  
  ***************************
  
  
  Regards,
  
  *********************************

• Initial Complaint

  08/22/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  On April 6, 2023 I ordered 2 sliding windows from Kolbe that were not specialty windows but rather right out of their catalog. I was told 6-8 weeks. Then, I was told August 8th, 4 months after ordering. On August 8th, I still had no window. I was told August 18th, which came and went, still no information or window. Today, I was told MAYBE September 7th. The delivery of the windows is holding up the entire rest of the job. Siding, insulation, flooring, sheetrock....nothing else can be done until the windows are in! This has held up the entire project and we still have no information about the window delivery. Kolbe has been completely unhelpful, with reps saying they will "look into it and get back to us" and then we hear nothing. Very frustrating. Would not recommend this company.

  Business response

  09/01/2023

  I have reached out to ******************** via email to gather information about the order so that we can provide updates. The request for information was unanswered.

  
  Please know that we value your feedback and strive to provide quality customer service. ********************** provides its distributors with week of delivery dates for each order which are estimates based on current order intake and delivery dates from our suppliers. We make every effort to provide delivery and other updates to our distributors so that they can keep their customers informed.
  If you would like to discuss this further, please contact me.

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

  Customer response

  09/01/2023

  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.
  
  I have received no email or call from kolbe to discuss this. In fact, my husband has called daily and been told each day that "we will look into it and call you back" and then we do not get return calls. As of Monday we were told by the supplier that they believed it was on a truck and could possibly arrive this week. Still no update or delivery. This remains unresolved and kolbe remains unhelpful in resolving the situation. 
  
  Regards,
  
  *****************************

  Business response

  09/05/2023

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

  I will be happy to help, but I need information about the order. I sent an email to ***************** 8/22/2023 at 5:57 PM requesting information. If you will respond and tell me the name of the company that ordered your windows, I can reach out to them to get more information.

  Respectfully,

  ***********************
  Director of Sales
  Phone: ************
  Email: *********************************************************************

   

• Initial Complaint

  03/27/2023

  Complaint Type:

  Billing Issues

  Status:

  Unresolved

  More info

  I ordered ***************************** from Kolbe on 7/8/2022 and as of 3/27/23 order is partially filled, Kolbe has conducted deceptive business practices from day one. They allowed me to enter into a business agreement knowing they could not fulfill it as promised.I purchased the door via ************. in ********** I was told the order would be completed in 16 weeks.On 9/17/22 I was informed there was a delay and the order would not be completed until 11/28 & 12/5/22.On 12/12/22 I was informed there was still a delay & the order would not be completed until 1/19/23.On 1/19/23 I was informed by ***************************** from **** that there was still a delay and a Regional Sales Manager from Kolbe (****************) would be contacting me.On 1/25/23 had call with **************** and *****************************. Per ***, in 4/2022 Kolbe began experiencing a glass shortage. The issue worsened over the summer. (They took my order knowing it would be delayed but did not communicate that) They had no glass in Oct-Nov 2022 but continued to promise delivery. Per ***, worse case scenario the order would be completed 2/27/23.2/13/23 I received 8 of 27 windows/doors.2/22/23 I received another partial order. 2 sliding doors defective and need to be replaced 3/27/23 still waiting on 2 French doors and replacement of defective sliders Order 5 months overdue.Deceptive business practices from the beginning. I should have been informed of the glass shortage and been given the option to cancel the order or agree to wait. ************* was at a standstill for 3 months due to these delays. My build should have been completed in May and is now projected for August, provided the remaining product arrives within the next 2 weeks. These delays have resulted in a financial loss on my part. While the build site was at a standstill I continued to pay interest on a loan for a project that could not move forward. My bank has those records and I can provide that information as needed

  Business response

  04/04/2023

  Dear **************,
  
  First,I want to sincerely thank you for choosing Kolbe Windows & Doors for your project.  I understand from your complaint that your delivery expectations were not met and two sliding doors panels need to be replaced. 
  
  In researching your feedback, I identified a total of three initial orders that *************. placed for your project, and I have confirmed that all three orders have been fulfilled. I also located a warranty request submission by ************. for the two sliding patio door panels. That request has been approved, and we will ship the panels to *************. after they are manufactured. Please contact *************. for details regarding delivery and replacement.
  
  Kolbe provides its distributors with week of delivery dates for each order which are estimates based on current order intake and expected delivery dates from our suppliers. We make every effort to provide delivery and other updates to our distributors so that they can keep their customers informed.
  
  Global logistics and supply chain issues, along with high demand for materials used to manufacture windows and doors, including glass, have created a backlog and shortages affecting the entire window and door industry. While the supply chain has returned to a more reliable pace, there is still an industrywide backlog with respect to lead times. Despite this supply chain issue, Kolbe was able to fulfill your order with *************.
  
  Please know that we value your feedback and strive to provide quality customer service.  If you would like to discuss this further, please contact me. 
  
  Respectfully,
  
  ***********************
  Director of Sales

• Initial Complaint

  01/11/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  A hailstorm in the Fall of 2016 damaged about half the windows in our home. We replaced the damaged ones with the Kolbe & Kolbe product. We're wholly unsatisfied with the performance of the Kolbe & Kolbe windows purchased. We're experiencing condensation at the base of the windows on most Winter days despite the humidity within the home hovering between 32-40%. The remaining original windows have had ZERO condensation. I wish I had the original windows back. Our two main concerns are the energy efficiency is not what was reported by Kolbe's literature and the eventual rotting of the window frame due to the condensation. I've contacted *************************, the service manager, many times over the past 11 months. In the Spring of 2021 I paid to have a Kolbe representative visit and examine the windows, the installation as well as the humidity and air flow controls of our house. They found nothing wrong with any of the examinations. I've sent many photos over a period of months of the condensation, supplied weather reports even images of the windows with our humidistat in the foreground showing the humidity within the house. See attachments. Each time Kolbe brushes off their customer service with articles or statements like "We cannot control the air movement nor environment within your home". Something is wrong here. What I'd like from Kolbe is the ability to exchange the 17 current casement windows at their cost, provide free removal of the existing windows and installation of the new windows using a contractor of their choice.

  Business response

  01/13/2022

  ********************, 
  
  Kolbe did engage with the claimant to address his concerns once this was brought to our attention.  Kolbe advised, based on the information provided, that his claims regarding condensation on the windows are due to humidity in the home.  Kolbe further provided him with condensation literature to help explain how high humidity levels in the home can result in condensation. As it relates to air movement and environmental factors inside the home,there is no warranty claim here with respect to the claimants windows. Kolbe did communicate to the claimant that window coverings and screens can be an additional contributing factor to condensation as well.  There are a few pictures provided by the claimant that show the screens are still on the windows. 
  
  Best regards,                                       
  
  ***********************
  Field Service Manager
  Kolbe & Kolbe Millwork Co.,Inc.

  Business response

  01/26/2022

  ********************, 
  
  As it relates to air movement and environmental factors inside the home, there is no warranty claim here with respect to the claimants windows.   
  
  Best regards,                                        
  
  ***********************
  Field Service Manager
  Kolbe & Kolbe Millwork *********

  Customer response

  01/27/2022

  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.

  I find their response is anything but providing the customer service and corporate responsibility their company CLAIMS to value.  I still firmly believe there's something wrong with this Kolbe product.  I'll solve this matter in other ways.  

  Best regards,
  
  *********************

*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. ↩