Reviews

We bought new windows in 2018. Within 2 years one of the windows was separating from the frame on the house. We contacted ****, it took months for someone to come out to reseal the window. Late last year we notified **** of another issue with the same window. The handle that is used to pull the window down to close it was separating from the window. **** told us he would get the replacement parts and let us know when they would be in. I never heard a word from ****. I had to email K and G customer service and complain. I didnt get a response until I told them I was going to leave a bad review on BBB, social media, and anywhere to prevent anyone from having to go through what we are still going through today. Eventually, **** emailed me and said he is having communication issues with the window manufacturer. **** claimed he was going to meet with VP to get this and other issues resolved. **** told me he was going to replace the damaged window with a new better quality window at no cost to me. I was happy about that! On 3/31 **** said the *** for window to be installed/replaced is 4/24. Today is 5/2 and I have not heard a word from ****. *** asked for my money back, only to be told they dont do reimbursement. I cant get my window replaced by this company. My next step is filing a small claims lawsuit to get my money back.

Im not sure I want someone anywhere near my house that is accusing me of defamation / slander and saying theyre going to counter *** me. Let me refresh the situation.10/5/22: My wife notified K&G **************** about the failed window and asked for a refund as this was the second time the window failed. ****** ****** (Operations assistant) responded and said, I can have **** come take a look and see what we have to do. ****** asked, What does your ******** look like for next week? My wife replied, ****** opened besides Tuesday.10/14/22 (9days later): ****** said, Sorry I was out of town until this am, can I have **** come out tomorrow? My wife replied, We will have to see if my husband is working tomorrow or not. ****** replied, What works for you next week? I will get you placed. My wife replied, It depends on my husbands ********. I told you I was available all of this week and neve heard back until now. This is ridiculous. Last time I was "********d" to have someone come out they didn't show up or contact me and I had to reach back out. I should not need someone to keep coming out to fix my new windows 2x a year!!!!!! I want a refund so I can go purchase new windows from a new company that are actually good quality and will last! ****** replied, sorry you feel that way. We won't refund as the windows are under warranty. I show 1 repair being done this summer, if there are is***s we will get them fixed. Please reply when you know what works with the Mr ******** and we will come out.My wife replied, Since you can't refund us can we get better quality windows instead of ones that bow out from the frame and the handle comes apart from the window? And that can't lock or shut properly? Or is this the only windows KG offers?****** replied, I will pull the file, if youre having a bowing problem we would look at a replacement of course. We will come out and see where the failure is and get the appropriate fix, we won't leave you in a bad position with a failing window.12/4/22 (7 weeks later):My wife emailed ******, Will someone be available this upcoming week to come fix our window?****** replied, Absolutely, can you tell me what your availability is?My wife replied, Today anytime, Wednesday - Friday anytime.****** replied, Friday *****am, we will get you taken care of.12/9/22 (Friday):My wife emailed ******, No one showed up or called. This is ridiculous!****** replied, He is en route for stuck on an inspection. He will be there roughly 12...sorry about that12/12/22:Email from ******, We have your window parts on order and are awaiting an ETA for delivery. Once it does arrive we will bring it out and swap it out for you.3/14/23: (5 months later):I emailed ******, Sooo.. are we sill ******* for an ETA on parts delivery? 5 months later and we haven't heard from you. Our window is still broke. At what point are you going to replace our windows with ones that don't break every time we use them?****** replied, I have sent this to **** and texted him to review and reach out to you.I know he will have an expedited plan.Id say weve been more than patient. To say my only goal here is to destroy your reputation, is insulting. Weve been waiting to get our window fixed since October. With some of the worst communication and sense of urgency.

Update: As of 5/5 9:30am: Were told the failed window as well as an additional new window will be delivered Monday 5/8 and installed (for free) next Thursday but we are only available Saturday next week. I will gladly update this review if work is completed and there arent more delays.

Update 5/13: Our window installer arrived this morning and was able to get the upstairs window installed no problem. The downstairs free window however was the wrong size. The installer said the sticker from the manufacturer matched the order, but the window is approx 1 foot short. Turns out the wrong window was measured by **** (owner). Instead of the front of the house window like I explained in an email, the East side window was measured. So, now we have no window in front of our house and now have plywood in its place for who knows how long until new windows can be ordered. **** put the blame on his installer for not measuring it first and taking out the wrong window. Below is the email between **** and I, discussing the window to be replaced:3/15/23 ****: Where is it located on the house, front (west) ?3/15/23 Me: Front, Southeast corner.3/15/23 ****: I will need to swing by and measure the window, I can do it from the exterior, is it behind the fence?3/15/23 Me: You can access to measure it from the front of the house. It's the window directly below and to the left of our ******** flag.Not sure exactly how that was read as the window in my back yard on the west side of the house. **** proceeded to tell me over the phone that I told him the wrong window and its ok now, because now I have another free window that they are going to replace for free. I told ********** didnt want any free windows to begin with and that I just wanted the original window we bought to be fixed and move on. I requested numerous times to just be reimbursed for the bad window upstairs and get a new window from somewhere else. **** made sure to send me an email after our phone conversation of him blaming me and his installer, to let me know, its on him, his apologies, his fault, personal touch