KLG Rutland Reviews

Name: KLG Rutland
Address: Queens Road East, Beeston., Nottingham
Rating: 4.82

4.8 Rating 608 Reviews

97 %

of reviewers recommend KLG Rutland

Company Reviews

Metrics

Info

4.8

Based on 608 reviews


Shipping & Delivery
Delivery Methods	Own Driver
Average Delivery Time	Next Day
On-time Delivery	Greater than 92%
Accurate And Undamaged Orders	Greater than 91%
Customer Service
Communication Channels	Telephone, Live Chat, Email
Queries Resolved In	Under An Hour
Customer Service	4.8 out of 5

Visit Website

Phone:

01159 22 11 55

Email:

reception@klg.co.uk

Location:

Queens Road East, Beeston.
Nottingham
NG9 2FD

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KLG Rutland 5 star review on 14th February 2024

Anonymous

Anonymous // 01/01/2019

Filter: Rated 3 None 5 Stars 4 Stars 3 Stars 2 Stars 1 Stars Helpful

“The windows look good and the fitting of them is good.... but the trickle vents are very poor. We replaced them because our old windows were letting in alot of sound from the road. It felt like a window was open and we struggled to sleep at night. We decided to go for a more expensive window company because we wanted to be able to relax with knowing the windows would be better. After having the new windows fitted we were very disappointed because it still felt like a window was open. Their design of the trickle vents have let them down considerably. I rang the company and the sent someone out who advised me to stuff the vents with kitchen Paper! The vents have no draught proofing or rubbers seals on them, they are just an empty space for wind and sound to pour through. I might aswell have kept my old windows in and saved thousands of pounds.”

Helpful Report

Dear Ms Spiby Thank you for your review. We are sorry that you are disappointed with the noise form the trickle vents. Unfortunately the law has been changed regarding ventilation as per the amendment to part F of building regulations which came into effect on 15th June 2022. Therefore, it is our legal obligation to fit them to the majority of windows to ensure background ventilation on installations. The vents we use are the best on the market place and any form of ‘draft exclusion’ we install would obviously contravene the regulations and be illegal. Regarding your comments on the advice given we will be investigating this internally and retraining put in place if required. Thank you for your order and if you have any other warranty issues please do not hesitate to contact our customer service team on 0115 9221155. Kind Regards KLG Rutland

“The doors are great and installation was fine. The process took much longer than I expected, I enquired in May and it wasn't all done until December. The door was originally fitted in September, the installers said they had forgotten to put my house number on the top box window so they would put a blank one in temporarily and come back and fit the new window when it was made. I had to call to chase this and got another date booked in, I then got a call the day before they were due to fit it to say they had made the window but it had been smashed so they needed to make another and it was then pushed back further - the lady who phoned me laughed about this but I was actually really annoyed about it and didn't find it funny, she wasn't apologetic about it or seem to understand how long I'd been waiting. The communication was very poor throughout and I had to call and chase things up at every point, when I did ring it was as if I was inconveniencing them and they just wanted to get me off the phone. The last time I called to chase the new window after it had been smashed I wanted to explain how long I'd been waiting and that I wasn't happy with the service but I didn't get a chance as she just wanted to get off the phone. I wasn't sent a feedback form or anything so putting this here.”

Helpful Report

“The conservatory is not finished yet. The floor and wall were built in November 2021 the conservatory went up on 6th January 2022 but we are still waiting for the floor tiler to contact us to say when the floor will be dry enough so he can lay the floor and the electrics can be finished. We were told that the floor would take weeks to dry after ringing and enquiring, but it now looks like it will be months. Very good quality conservatory and french doors good service and fitters. But communication isn't brilliant we would have been happier if we had been told from the start that it would take this long before we could use the conservatory. Mark Judge”

Helpful Report

Dear Mr Judge Thank you for your reviews. We do apologise for any inconvenience or frustration that you have felt regarding the conservatory floor. We pride ourselves on our work and finished product, so unfortunately if we are tiling a conservatory floor our tiler will insist that the floor has dried out, this is especially important for underfloor heating. If this isn’t allowed to happen the tiles will move and the grout will crack. Others may choose to rush but we do not compromise our name and workmanship. Once again we apologise if this hasn’t been communicated clearly. The inclement weather really does make a difference to the drying process, as does leaving all windows ventilated whenever possible and safe to do so. We are please you are happy with your French doors and the conservatory overall and hope you will also be delighted when the tiling is complete. Kind Regards KLG Rutland

“I was allocated time slot for 8-10, in the morning, fitter arrived at 12. Also I had a problem with the key. It wouldn't lock the door, I had to sleep a few nights with the door unlocked. I rang to complain and some one came out the same day to sort it. I was very pleased he came out.”

Helpful Report

Dear Ms Harris Thank you for your review and for bringing these matters to our attention. The protocol is that installers will arrive between 8-10 am if it is a morning installation. If for whatever reason this is not going to happen a telephone call is made to the customer to advise them. We apologise if this has not been made in this instance. We are disappointed that the barrel failed in your door and will be looking into this with our supplier. We hope our service to rectify this was acceptable and reassuring, having replaced this the same day we were made aware of the issue. Kind Regards KLG Rutland

“Pleased with the end product but took time to get there. Long wait for installation but given the lock down understood that. On fitting the wrong glass was put in the door I pointed this out and another date arranged to come back. On the next day the wrong size glass was sent so couldn’t be completed. Came back again to complete. No issue with the fitters did a good job and were understanding of my frustrations. The KLG office however were less understanding and I was left feeling well that’s just the way it is. Poor customer service”

Helpful Report

Dear Mrs Weston Thank you for your review. We do apologise for any inconvenience or disappointment that you have felt, we are always concerned if our customers are unhappy with the service they receive from us. We believed that all of the outstanding issues have been resolved and are sorry if for some reason you were dissatisfied with the communication with our offices. Once again we would like to apologise for any inconvenience caused and take on board your comments regarding customer service. Thank you for your order and if you have any warranty issues please do not hesitate to contact our customer service team on 0115 9221155. Regards KLG Rutland

“Service at the start was good, however they forgot my installation appointment, I had to call to chase them. Said they had to come back another time to which I stated that wasn't convenient as I had to take the day off work. Asked them to cancel the order as they couldn't fulfill as promised and the company threatened me with legal action. I advised that they were in breach of contract not me and I could obtain legal advise to do the same. After this they were somehow able to carry out my installation. Overall I dont think the customer service was very good and was made to feel like I was in the wrong for their error”

Helpful Report

Dear Mrs Jones Thank you for your comments, this was totally our fault and a complete oversight on our part. Our records show that we were in the midst of arranging a Saturday installation, to try and make amends, when one of our installers pulled forward on a job and was able to come that afternoon on the day you had taken off work and complete your installation. Once again we would like to apologise for any inconvenience caused and take on board your comments regarding customer service. Thank you for your order and if you have any warranty issues please do not hesitate to contact our customer service team on 0115 9221155. Regards KLG Rutland

“I got a new door fitted and the service was fantastic. However, I wasn't happy with the aftercare for my front door. The previous owners had it fitted and it was only 6 months old and wouldn't open from the inside or outside. There was a substantial charge for transferring the guarantee into my name and a long wait for someone to come and fix it. I ended up having to pay a private company. I didn't find the staff very helpful on the phone when it came to aftercare but they had been polite and helpful when I was buying a new door. I sent a complaint but no-one replied to my email.”

Helpful Report

Thank you for your comments, we do apologise for any inconvenience or disappointment that you have felt, we are always concerned if our customers are unhappy with the service they receive from KLG Rutland. If someone purchases a home with KLG Rutland products fitted (that are still under warranty), they can have the contract transferred to the new owner for the cost of an administration fee to cover the time, paperwork and an inspection of the product. The inspection is particularly important for a rental property, which we believe is the case in this instance. This would normally all be sorted before the exchange by the conveyancer or solicitor. If the date for the transfer of the warranty and inspection was not within your expectations, again all we can do is apologise. We are doing the best we can for our customers during these unprecedented times and unfortunately some things are taking a little longer, as we try and remain covid secure whilst maintaining our service levels. We are pleased that the new door installation was to your satisfaction and should you wish to transfer the warranty on the other door please contact us and we will once again look into this for you. Kind Regards KLG Rutland

“It is ashame that the Communication from the Sales Director failed the team. Every time he promised to updated me he failed. Ordered in September, Fitted 26th Jan 2021, Was promised 12 weeks. Fitter was very good.”

Helpful Report

Dear Mr Cottingham, Thank you for your comments. We apologise for the delay in installing your door beyond the approximate 12 weeks as stated on the contract. In these unprecedented times our suppliers are struggling with the upturn in demand along with reduced capacity whilst maintaining safe covid secure practices. This has further been exasperated at docks around the world, where cargo is taking longer to clear as highlighted on the news. We have a message on our website explaining these issues and our staff are constantly updating customers on any delays. Our Sales Director had to leave on the day in question regarding your last update as his wife went into early labour and was rushed into hospital. Our records show that you were contacted the next day by one of his colleagues and updated with the installation date. Once again we apologise for any delay and hope you are still happy with your door. Thank you for your order and if you have any warranty issues please do not hesitate to contact our customer service team on 0115 9221155. Regards KLG Rutland

“We’re impressed with the quality of the door but lees so with other aspects of the KLG experience. When the door was fitted, it had the brass coloured door handle that we requested but a steel coloured letterbox. That matter was resolved a few days later. The threshold strip is steel coloured rather than the brass colour we expected.....to match the handle and letterbox. We accepted the explanation re the discolouration of brass coloured door thresholds but if we had been told that at the outset we would have had a steel coloured letterbox and handle to match. The material lining on the door frame has now come away from the door frame. Hopefully that issue will be resolved next week. We’re not entirely happy with the channel on the doorstep threshold. It collects water and we believe it is potentially dangerous but we have been told by KLG that that is the way the door is made. Lovely product, shame about the negatives.”

Helpful Report

Dear Mr Douglas, Thank you for your comments, we do apologise for any inconvenience or disappointment that you have felt, we are always concerned if our customers are unhappy with the service they receive from KLG Rutland. We have circulated your comments to the senior management and hope to learn from the oversights by putting in corrective actions. We believe all issues with the door have now been resolved to your satisfaction. Thank you for your order and if you have any other issues covered by your warranty please do not hesitate to contact our customer service team on 0115 9221155. Regards KLG Rutland

“Salesman was very pleasant but unfortunately there was a pricing error when quoting the two doors which was only flagged to us after we had taken out the finance application. The price was not honoured and after negotiation we ended up paying around £200 more. The installation was fine on the day but only after the original date was cancelled and changed. Finally, there was a leak in the door and no one could come to look at it for a couple of weeks which was not good with the stormy weather. The doors are good quality but overall the issues above let us down.”

Helpful Report

Dear Mr Lower We apologise that one of the doors you chose was not included in our ‘two door’ offer, extra training will be put in place to prevent this happening again. We are also sorry that your original installation date was moved and that it took 6 working days to get to your service call. We were experiencing extreme weather for quite a period of time which generated a higher than usual demand in our service department. Thank you for your order and if you have any other warranty issues please do not hesitate to contact our customer service team on 0115 9221155. Regards KLG Rutland

“Very satisfied with my window and doors installation the fitters were friendly and professional made a good job.”

Helpful Report

“The customer interaction before the building work was very good. The actual building work was very good and all the contractors very polite and hard-working. However, the post work customer interaction was unnecessarily unpleasant and really very poor.”

Helpful Report

Dear Mr McDermott, we do apologise for any inconvenience or disappointment that you have felt, we are always upset to hear our customers are unhappy with the service they receive from KLG Rutland. According to our records we can only assume your comments relate to correspondence towards the end of the installation. We received a communication where it stated you did not intend to pay for the contract in full, withholding an amount for skirting boards despite these items being on the original contract, and you being unable to give us a completion date for your own flooring. We explained that once you had fitted your own floor we would come back to finish the job, we also agreed for you to hold back an amount until we had done so. The context of these communications, like many written words can be taken in different ways. But, unfortunately, we have examined these in great depth and really do not see anything that was either unnecessarily or unpleasant in any way. We will have to agree to disagree on that point. Once again, we do apologise for any inconvenience or disappointment this may have caused you. This was never our intention and we hope that you enjoy your conservatory for many years to come, obviously covered by our comprehensive 10 year warranty.

“We were very impressed initially by the installation and quality of our replacement Rosewood windows and conservatory when they were fitted in 2014, However we have experienced problems several times during the last 2 years, especially when it is hot and sunny,”

Helpful Report

Dear Mr & Mrs Stockhouse, we are very sorry to hear that you’ve been unhappy with aspects of the service from KLG. We are a small, local company, and really do strive to offer the best service possible – not only because we want to know we’ve done the best job we can, but because we want our customers to spread the word by saying good things about us to their friends and families! As a result, we’re always very sorry to hear that we might have let somebody down. Our records show that we are scheduled to attend a service call on 20th September that was booked the same day as you left the review. Hopefully we can alleviate the problem you have with a window. Unfortunately, as any reputable company will tell you in the construction industry, there is always a degree of movement with all products. Many years ago it was warping and expanding wooden doors. Now it is expansion and contraction of composite materials. However, everything has enough tolerance to be adjusted between non-extreme climate changes. Hopefully we will be able to resolve this issue on our second attempt and retain you as a valued customer. Please accept our sincerest apologies for any inconvenience this oversight may have caused you. If you have any other concerns regarding the installation or any other outstanding issues that you haven’t informed us of please email us with more detail at reception@klg.co.uk , or call 01159 22 11 55 and ask for customer service, we will make it our priority to establish what’s happened, and will work with you to find a solution if you have any other issues.

“The job is not yet completed it has taken since June to organise with my constant chasing- your admin lady is not very efficient and lets down the company- your fitters are fine We have used you before and always been happy but this has been a challenge to sort!”

Helpful Report

Dear Mr & Mrs Lockwood, we are very sorry to hear that you’ve been unhappy with aspects of the service from KLG. The order quoted on this review 16332 actually relates to a contact that we completed in April 2015. We often revisit our customers to evaluate service levels since we completed a job, as this is where the quality of a company really matters. Therefore, we respectfully request that you amend your review to relate to the actual contract that has actually been installed. Regarding another order 17581 we currently have in the system, it appears that this is a repair to works and products you purchased from another company. We do not normally undertake this kind of work, but as an existing and previously happy customer of ours we have tried to help out and the complicated and difficult process is underway. We are also a founder member of the Double Glazing and Conservatory Ombudsman scheme, but are unaware of any outstanding issues with the work carried out in April of 2015 after checking with them. If you could either email us with more detail at reception@klg.co.uk, or call 01159 22 11 55 and ask for customer service, we will make it our priority to rectify any problems you have with this completed work. If this is the case, please accept our sincerest apologies, and we hope to hear from you soon.

“We have used KLG many times in the past and their performance has always been great. Sadly the latest installation didn't go that well. 3 revisits were necessary to correct faults so the whole installation took a long time. We did receive some vouchers for use with future installations,.”

Helpful Report

KLG Rutland is rated 4.8 based on 608 reviews