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:01/23/2025

  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.

  My TEXTS & CALLS to K&P ignored
  I have been waiting for a respond to my request for cancelation and refund. I have talked to several representatives there. Including ******, ****** and another female. Since. December 30th. After the Estimate visit I received one call and that was for money. The person asking for money was very aggressive and said thing that was totally opposite of what the person that came to my home said it made me uneasy but I decided under pressure to go ahead and put down a $4000.00 deposit. I NEVER HEARD FROM YOU GUYS AGAIN. I Called on 12/30 th left a message that I wanted to change the color No response.ON JANUARY 15TH OR 16TH WITH NO PREVIOUS ARRANGEMENTS, A stranger knocked on my door at 6:30ish pm unannounced saying he is from HOME DEPOT. I was terrified. I was not made aware any of this was going to happen. The very next day I called K&P Remodeling and canceled . I have been waiting over 3weeks with no response.. I just want ALL my money back I called 12/ 27th because I never received a receipt. I Called on 12/30th, 01/15, 01/16, I talked to Tracy and no one has returned my call. The day K&P called for money it had already been pass the 3 days. Do the right thing and refund my 4000.00. And maybe in the future once I am satisfied with how you handle your business I'll try a gain.
  Since no one is calling Me back I'm concerned about how K&P business practice. I encourage you do the right thing. Thank you I can pull up how many times I called "K&P" and How many times "K&P" returned my call. Thank you the bank statement show the date and time the money was debited from my account. Please do the right thing. I honestly still considered working with them IF they should a willingness to do the right thing. BUT! THEY NEVER responded. They tired to AVOID ME again today. But once I advise them.I was getting in touch with the Better Business Bureau. Now K&P decided to talk to me to say taking 1473.00

  

  Business Response

  Date: 01/23/2025

  Customer signed her contract on Friday 12/27/24. Payments were discussed in house and per the agreement we were supposed to run her card for $5000 each day after till the balance was paid off. ******* attempted to run the customer's card on Monday 12/30/24 and it was declined. ******* called the customer to discuss payment. During this 12 minute call ******* discusses her payment and running a payment every day until paid in full or doing a deposit on 12/30/24 and paying the rest on measure. Customer decided to run her card for $4000.00 on 12/30/24 and pay the rest by check on measure. Customer stated to ******* that her card is locked when she is not using it and would need to unlock the card so ******* could run the payment, customer unlocked the card while on the phone with ******* and ******* ran the payment with the customer on the phone. The conversation was very relaxed and the customer was fully engaged and happy. She even stated at the end of the call how happy she was and could not wait for the project. 
  The measure date was discussed with the customer, ****** and myself on my phone while in the customers home on the sale day. ******* also told her her measure date while he was on the phone with her on 12/30/24 while discussing her payment. 
  *******,the measure technician, did arrive at the customer home on the agreed upon date and time and he announced himself as being with Home Depot and K&P remodeling and that he was there to complete the final measure for her cabinets. Customer refused to let him in. ******* let me know Wednesday 01/15/25 that the customer did not allow him in to complete the final measure.
  I, ****, called the customer on Wednesday 01/15/25 and left a voicemail. Customer called me back shortly afterward stating she wanted to cancel. She stated she has been calling and texting us and we never responded back to her. I informed her that since she was well past her 3 day recission period that there is a possibility that a portion of her contract price would be kept per the contract agreement. I let her know that the person with that authority was on vacation and would be back in the office on Wednesday 01/22/25. Customer called in on 01/22/25 at 9:58 am and I was on the other line at the time and told the person in the call center to let her know I would call her back shortly. I called her back at 10:10 am to let her know we would be keeping 10% of her contract price per her contract. Customer stated again how she was calling and texting us repeatedly and we never responded back to her.
  All incoming and outgoing calls are logged by phone number. Pulling this customer phone number, ************* and our records indicate calls for this phone number occurring on 
  12/26/24 to confirm her appointment for 12/27/25. 
  12/30/24, this one was about the payment.
  01/04/25 Customer sent a text message through hatch about a color change and hatch sent her a response back stating we were out of the office until 01/06/25 and to call back with any information relative to her project. This is unmonitered line not used for inbound communications
  01/15/25 I left a voicemail for her to call me back about refusing her measure
  01/15/25 she called back about the measure and then stated she wanted to cancel for no communication
  01/18/25 she called the call center, this is a Saturday, customer was informed that there is no one in the business center on weekends and she was advised to call back Monday.
  01/22/25 customer called back, I was unable at that time to take her call but called her back 10 minutes later. 
  
  
  There are no other communications from her phone number. 

   

  All of our calls inbound and outbound are recorded.
  
  
  

  
  

  

  Business Response

  Date: 02/07/2025

  Mrs. ******** stated that she was never told about our affiliation with The Home Depot.  Attached our the actual pages from our Presentation that we spend at least 15 minutes on each page discussing.  Our technology for our presentation does NOT allow our Designers to skip any pages.  The technology also records how long our Designers spend on each page. So, Mrs. ******** was told numerous times about our affiliation with The Home Depot!

  Our phone system records every call in and out of our offices.  I have tried to attach the 2 recordings with Mrs. ******** and our Accounts Recievables Representative,  ******* Owens.  This is where ******* discusses Mrs. ********* Payment.  He also tells her about Measure Date numerous times!  It is in 2 parts because ******* had to put Mrs. ******** on hold.  These are in the zip folder attached.  Please listen untill the end of both recordings.  After Mrs. ******** and the BBB listen to and look at our attachments, we think everyone will see there is ONLY one person lying and that is Mrs. ********.

  Please let me know what else we need to do to close this complaint!

  Customer Answer

  Date: 02/08/2025

  Dear BBB, 

  It is obvious K&P is unprofessional and suffering from a lack of customer service skills that is clear.

  Instead of admitting where they failed, K&P blames the customer.   I was terrified I called and texted  "HELP!" to k&P immediately the same night this person came knocking on my door unannounced & I called and canceledthat same night.  The salesman for ******* ****** called and apologized and stated They should have given me a call to let me know at least.   "True!!!! '

  That way at least a heads up would have been nice...   even then it was nearly a month after the Initial visit. 

  During the salesman visit there Wasn't any measurements taken. 

   I paid after 3days period had passed someone called and pressured me to pay.  I didn't mind because I did want new cabinets.  So

  $4,000.00 not knowing  I was not aware I doing business with home depot and K&P.  There's a 3rd party involved I would never knowingly agree to that for this very reason:

  ?Lack of communication.  

  ?Lack Ownership &  responsibility 

  ?Lack of Customer Service 

  ?Lack of Transparency

  ? Lack of disclosure of third party

  ?Lack of explanation Of a third party

  ?Lack of sincerity to consumers 

  ?Lack Honor to it's own establishment 

  ?Total disrespect  and disregard for The clients once they have your money.   

  The honorable thing for K&P to do is refund all of my money the 4000.00. 

  They did not measure any thing.

  Yes even when I email, called and texted about changing the color

  "THEY NEVER RESPONDED "  

  Was them the new color I closed.  ??  they never responded.. humm... they don't know cause they NEVER RESPONDED.  AND THEN THE UNANNOUNCED 3RD PARTY VISITOR TERRIFYING ME I WASN'T AWARE EXISTED.  

  K&P made quite a few errors the most disappointing part is they can't own up to their failure to provide at least proper customer service skills and disclosures to customers.

     I WANT ALL MY MONEY REFUNDED. To me please and thank you.   Only then will I be made whole from this horrible experience.     

  BBB 

  Thank you sincerely,

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

  ************ 

   

   

   

• Initial Complaint

  Date:09/18/2023

  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.

  On June 11, 2022 I contacted HomeDepot located in Cornelius North Carolina through its installer ***** ******* of KP cabinets and Remodeling to purchase and install refacing my 17 kitchen cabinets and 12 drawers for a total of $******* On or about September 27, 2022KP employee came and installed the doors and drawers. They removed the existing doors and sanded the inside frames to thebare wood. They damaged my wall and molding. They did not use the original holes to install the new doors, leaving the inside of the cabinets an unsightly mess. I spoke to KP for someone to address this issue. They attempted to spackle and paint the inside frames without fixing the existing holes. The frames were covered over with paint and not sanded. They use yellow caulking. See attached photos of their attempt to repair the corners in the walls and the molding damaged by them. I have tried to resolve this through KP and HomeDepot. I have spoken to the store manager of HomeDepot, *** ***** ******* He has told me various times he called KP and didn’t understand why they haven’t gotten back to solve this problem. Now I have noticed four doors are peeling . I was assured this would not happen because it was a different method other than the workmanship of my original cabinet. I have called KP owner to speak to her two times and she’s never contacted me. This product is defective, inferior and substandard at best and the workmanship is poor, unprofessional and unacceptable. I am reaching out to you since I must pay the $****** by October 4, 2023. I have never signed off on this work. I am sending you photos of the damages and photos of the four cabinets that KP installed which are now peeling.