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:13/09/2024

  Type:Customer Service 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.

  May 17th I believe of this year we met with Kents representative ***** ***** to discuss a bathroom renovation consisting of removing a bath tub and replacing it with a walk in shower with a seat, hardware and sliding doors. We also requested a new contertop and sink be installed using our current faucet. Removal of our bathroom floor and repair to floor behind the toilet.
  We met in store and selected our products including flooring and counter top; ***** told us that an associate had used the same flooring and it was a great choice. The work would take about 5 days and we signed a contract. Days later we changed our mind on the flooring and then he tells us that his associate said that she regretted choosing that flooring. We chose new flooring and signed a new contract. We were introduced to our contractor who was in his works "the best"; then, we find out that he was fired. Construction to start no later than second week of July; 1st they came during the 3rd week! Our bathroom was demolished and cleared out. The wrong shower was delivered; the wrong tiles were delivered; he forgot what tiles and countertop that we changed to and didn't put them aside as promised. He cried and tried to make us feel sorry for him; tiles were reordered and again they were not what was selected. Construction stopped and delayed for almost 2 months as a direct result of Chris' actions and incompetence. Our toilet was damaged and supposed to be replaced; we had to tell ***** a number of times what kind of a toilet that we wanted. We became frustrated by inaction and excuses. We have our grandson living with us who is on the autism spectrum and needs structure as well both my husband and I have back issues. The shower doors were delivered a few days ago and ***** had informed us that he would personally bring the toilet yesterday, the contractors were here to paint and finish up. Surprise the toilet didn't arrive, doors won't be installed until next week. It goes on.

  Business Response

  Date: 18/09/2024

  This work is now complete to the customer's satisfaction.

  Customer Answer

  Date: 20/09/2024

   I am rejecting this response because:
  
  
  
  
  

  We did have a contractor out yesterday to fix some issues with the work.  However, the bigger question is why did they not respond to our complaint that a job that was supposed to take approximately 5 days took 2 months to complete?  They totally avoided the issue.

  
  

  This delay caused us a lot of inconvenience.  We had to cancel birthday celebrations for myself and my husband that took weeks of planning and family had to cancel travel plans.  

  
  

  We expected to have received and have a toilet installed last week Thursday; which didn't happen. Friday morning I had emailed Kents several times; left vm messages and finally out of desperation I called the store.  I even resorted to begging and even threatened that I would make a formal complaint, I was desperate.  I have sciatica and my husband has rods in his back!  As a result of not having a toilet on the upper floor of our home it resulted in us having to go down 2 floors to use the bathroom multiple times Thursday night; I was in severe pain as a result.  The contractor ***** ****** saw the agony that I was in and even put his arms around me and tried to comfort me and couldn't explain why Kents couldn't have sent out the toilet when the shower doors arrived or why they couldn't have sent out a toilet on Thursday and couldn't understand why on Friday when they knew that I was in physical and emotional distress still refused to send out a toilet!

  
  

  It is now Thursday and I am still in extreme pain and suffering because my condition was made much worse by having had been put in this situation as a result of Kents not doing their job in a timely manner.  There was no reason that Kents could not have replaced our toilet on Thursday of last week when the flooring was laid!  The salesperson had been told at least 3 times what kind of a toilet we wanted.

  
  

  In short; our discomfort and in my case physical pain and suffering did not matter to them!  They did not listen; they did not care and they can't even apologize!  It is not satisfactory that a company like Kent's that is supposedly the best thinks that it is okay to inconvenience people because they can.  They showed us no understanding or compassion and take no responsibility for the issues that resulted from multiple mistakes made by their employees who not once, or twice but multiple times ordered the wrong products.  

  
  

  I don't even hear an apology in their reply.  This is not a satisfactory result.

  
  

  **** *****
  

  
  

  
  

  Business Response

  Date: 20/09/2024

  This is our last email from the customer.  Unsure if there is a lag in timing between these complaints and resolution.

   

  ***** did a marvelous job, he not only installed the shower and
  toilet he also recut the door trim to fit and replaced the cracked medallion
  with one that we had and he also finished the caulking and filled in the nail
  holes. He was professional and courteous and deserves recognition.
  
  Attached there are 2 photos: the first one is of the linen closet
  bracket; that is not acceptable and needs to be fixed as it was not missing
  parts when removed and why someone decided that placing a nail in it was
  acceptable is beyond me. The second is the paint behind the mirror I will take
  care of that myself.
  
  Please let us know when someone can drop by to replace it so that
  we might consider the job completed.
  

  Customer Answer

  Date: 23/09/2024

   I am rejecting this response because:  Kent's is totally dismissing the fact that this job; which, was expected to take 5 days to complete from the actual start date took 2 months!  They have overlooked the facts that the reason it took 2 months was that their Representative ***** ***** first of all ordered the wrong shower as we had stated that we need one with a seat and the one initially delivered did not have this.  ***** also, somehow forgot that we had signed a revised contract on May 29th and shipped us "Cavendish Beach" vinyl tiles (contract dated May 22nd) when the contract (May 29) clearly states "Belmont Rigid Core" vinyl tiles.  The "Belmont Ridge" vinyl tiles were in stock when we selected them in store and ****** was instructed to put them aside to ensure their availability!  ****** neglected to do this and as a result they were not available forcing us to make a different selection.  My husband and I made another trip to the store to pick out flooring; this time we chose a solid kohl grey vinyl and when ****** called us to let us know that they had arrived we again drove from Hampton to the east side store only to find that the tiles were "NOT THE ONES WE ORDERED".  Reluctantly we decided to go with these tiles out of frustration as we could no longer tolerate living with the condition that the bathroom was in.

  The final days of the remodel were the worst for us as ***** promised to deliver the new toilet personally on Thursday and did not; I sent multiple emails to both him and ****; left a VM msg for ***** and called the store and spoke with an assistant manager as the managers were in a meeting and begged that the toilet be delivered so that it could be installed before the weekend and it had caused us physical distress not having one on Thursday when our toilet had been removed.  We physically suffered from Thursday until Monday afternoon and even now I am in pain each and every day as my condition was aggravated as a result of not having the toilet installed and Kents did not care, no one had apologized.

  We should at least be reimbursed for "gas/wear and tear/our time" for having to make multiple trips from Hampton to Saint John and back as a direct result of the errors in ordering materials.  The company should also offer some sort of compensation for going 7 weeks beyond the 1 week remodel time quoted and our having to settle for something less than what we had originally wanted; as well as for the physical and emotional distress we suffered.  Lastly, why on earth can no one from ** ****** or Kents just admit there were issues with the remodel and "apologize".
  
  
  

  
  

• Initial Complaint

  Date:22/08/2024

  Type:Customer Service 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.

  Dear Better Business Bureau,
  
  I am writing to file a complaint against Kents regarding an issue with their delivery services.
  
  What Happened:
  On July 8, a delivery truck from Kents damaged my property. I need to resolve this issue, but Kents has not provided me with the name of their insurance company or the claim number related to this incident.
  
  Problems:
  
  Kents has not provided the name of their insurance company, which I need to file a complaint and take further action if necessary.
  Jason, the delivery manager, said he would find out but hasn’t followed up. As he is responsible for the trucks, he should have this information. All vehicles in Canada are required to have proof of insurance while on the road.
  I also need the claim number for tracking and resolution purposes.
  What I Need:
  
  The name of the insurance company for Kents.
  The claim number for this incident.
  Any other relevant information or documents related to their insurance coverage.
  Additionally, I request that Kents contact their insurance company to inquire about the delay in responding to this claim.
  I need this information to proceed with the claim and address the damage. The lack of response and transparency from Kents is causing significant frustration.
  
  Thank you for your assistance.

  Business Response

  Date: 28/08/2024

  Customer has contacted and info has been provided.  There is some ongoing dialog, but things are progressing.

  Customer Answer

  Date: 29/08/2024

   Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID 22176768, and find that this resolution is satisfactory to me.

• Initial Complaint

  Date:19/07/2024

  Type:Customer Service 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.

  The product I need was not in stock at the store. I then went online to order it. I spoke with an online representative (********) and she realized that this was not right and agreed to give me the product at the lower price. She said that I could place the order at the higher price, then contact them with the order number and then the lower price would be applied towards the purchase at the time of the However, I could not place the order because it was not in stock at my local store. I suggested that they override the $50 delivery charge and send it to me directly. They would not comply. If the site were setup to allow the online order which would, in turn, send the item to the store for pickup when an order has been placed, this would also solve the problem.
  We're not talking a huge amount of money but rather the point behind it being "Misleading Representation".
  With it being their error, it should be up to them to resolve the matter by getting the item to me for the price ($9.99) I had originally believed I would get it for, and shipped at their expense.

  Business Response

  Date: 23/07/2024

  Customer has been contacted and the issue has been resolved to their satisfaction.

  Customer Answer

  Date: 23/07/2024

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID 22010084, and find that this resolution is satisfactory to me.  

  They have agreed that the picture is not representative of the product described and will make the necessary changes.

  In the mean time, they are sending me the product I was looking for at no charge.

  Thank you for bringing this matter forward with them.

  I consider this case resolved

  *** ********

   

• Initial Complaint

  Date:06/11/2023

  Type:Customer Service 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 hired a company called **** windows and doors to replace 3 windows and 2 doors. After contacting with my contractor, he mentioned that I should order my bathroom window from Kent, as he needs it for December 1st, and **** windows wont be ready until January. No problem, I mention it to **** window, and use their professional measurements, which were very clear to the KENT store in Dartmouth Baker Dr. I show him the measurements from **** window to the guy that orders windows at Kent, and was clear about which one were which, and then went on my way to pay, as I trusted that the guy. He mentioned it was final as it is a custom product, which makes total sense. So I paid, and 4-5 weeks later I pick up my window. I thought it was quite big, but I took it home. After taking many measurements and stressing about it for hours, I realized that the guy used the exterior measurements for the interior of the window and in fact it is too big. Now it delays the works I was supposed to get done, and I may have to resolve to not install a new one at this point, as the contractor start December 1st, and needed it for that time.
  Anyway, I contacted Kent customer service, on the 20th of October at 00:21 AM. And ever since I never ever got an answer from them. This is unacceptable, this is a mistake from their employee and they should take ownership of it.

  Business Response

  Date: 06/11/2023

  Customer was contacted and we will order another window and have it delivered within the required timeframe.

  Customer Answer

  Date: 07/11/2023

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID 20829665, and find that this resolution is satisfactory to me.

• Initial Complaint

  Date:11/07/2023

  Type:Customer Service 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 made an online order with Kents on June 20th 2023, order number #000167439. The lock set I ordered had two dead bolt inner locks in the package. There was suppose to be a dead bolt inner lock and a knob inner lock. Also the door that I purchased had a big scratch under the wooden packaging. The window also leaks during heavy rain. I tried calling my local Kents and the assistant manager hung up on me when I tried telling him my issues with my order. He could care less about anything I had to say.
  
  
  So I tried writing a review about the products I had purchased on their website. They keep sending me a email stating my review has been moderated "Our staff has read your review and values your contribution even though it did not meet all our website guidelines. Thanks for sharing, and we hope to publish next time!". What kind of company is this, they have poor rude customer service and when you try to warm other buyers by leaving a negative review. They don't allow you to. I will upload a screenshot of my review and I would like to no what website guidelines am I breaking by writing a review ?

  Business Response

  Date: 20/07/2023

  Customer has been contacted and the problem has been resolved.

  Customer was given a gift card for their time.

• Initial Complaint

  Date:18/04/2023

  Type:Customer Service 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 purchased a custom window for my home. It was somehow written up and delivered as a vertical window, despite me requesting a horizontal window. I wish to have the incorrect window picked up (it was delivered as it is too large for transport on my own) and my payment refunded. I have contacted Kent multiple times, being told they will call me back on three different occasions. I have not been called and the window is still at my home. The entire purchase process, now ending with this, has been some of the worst customer service I have ever experienced.

  Customer Answer

  Date: 24/04/2023

  
  Complaint 19952881 has been resolved, business picked up window yesterday and refunded my credit card for the amount of the window today.
  Thanks so much for the assistance in this matter!
  
  *****