Initial Business Response / [redacted] (1000, 5, 2015/06/26) */ Dear Mr [redacted] , I am deeply saddened that you're unhappy with Minnesota RuscoIt is important to me that we go the extra mile when we have an unhappy customerJason, our production manager, informed me that he went over these points with you and thought there was an understandingHe must have been mistakenWith that in mind rather than discuss each point in writing, I would like one of the owners to come to your home with Jason and see how we can come to some reasonable resolutionAt the same time we can take a look at your bath project and make sure all is wellIf okay with you I will have Jason or Mr [redacted] call and set a time that works around your scheduleThank you for making me aware of your dissatisfaction! Initial Consumer Rebuttal / [redacted] (3000, 7, 2015/07/07) */ (The consumer indicated he/she DID NOT accept the response from the business.) My dissatisfaction is not with the way the shower now looksIt looks fineFinallyMy problem is that after months and me asking about the 60% off sale after years, no one commented about itJason said all they could do would be to give me some Target couponsI am sure you give them out to customers occasionallyMy shower pressure is less than beforeJason said he couldn't do anything about thatI signed a contract in December because the salesman said after Jan1, 2015, the prices were going up 4%-6%I signedAfter JanRusco said they were having their 60% off saleI asked before the project started about thatI think the person's name was GregHe said the finance department would look into itLater I asked againThey said they would adjust laterAfter months of my shower being inoperable all they came up with was some Target couponsNo mention of the 60% off saleIf I was inconvenienced in some other venue, the customer service might cut me some slack on the projectRusso had a bank take over my payment and would have charged me 29% if I was lateI paid the bill in fullRusso didn't care about customer serviceThey figured they were doneMy shower LOOKS goodIt does not work as well as the old showerI bought a better shower nozzle because the one Rusco put in was the cheapest I have ever seenIt works a little better nowI am still not happy with their customer service after my shower took so long Howard [redacted] Final Business Response / [redacted] (4000, 9, 2015/07/13) */ I understand you have a meeting with Mike, our president this weekI am glad the end result was good and again apologize for the process Final Consumer Response / [redacted] (2000, 11, 2015/07/15) */ Russo came out to my house and personally showed me their costsI am satisfied with their response
I do not move forward with jobs when there is a Revdex.com report, until it is closedi have returned every call that I have received and left messages for [redacted] If you want to continue this banter thru the Revdex.com nothing will be resolved Please let's get this closed so we can talk and figure out how to move forward I will wait for your response Mike
Initial Business Response / [redacted] (1000, 5, 2015/05/20) */ Dear ***, I am so sorry you are unhappy with the Four Seasons SunroomThe glass used by the manufacture does reflect both UV rays and has many other properties to make the room livable year roundHowever, it does not reflect 100% of the UV rays nor does it keep out 100% of the cold in the winter or heat in the summerAuxiliary heat and air conditioning will need to be used during certain times of the yearIf you do not choose to use auxiliary heat or air conditioning then the room will be less usableYou have had this conversation with me as well as JayI am sorry that the room is not perfect in this wayEven a conventional build room similar to your home needs heat and air conditioning during certain times of the year We are well aware of the frost heave with your post-hole footingsI have been in regular communication with [redacted] on this issueI am sorry you may not have been aware of this! It is unfortunate that it has happened, but as I explained in great detail to ***, your footings were built oversized with the proper depth and were inspected by your local city inspector and passed the inspectionHowever, it appears that an unusual amount of ground water has caused the soil conditions to become unstableThere is no way Minnesota Rusco could have been aware of this ahead of timeEven the city of StMichael was not aware of this issue During my visit last fall I cut down two main supports that had heaved the previous winter and did not return to levelWhen I left your home the door and window were level and plumb and workingIt was not known whether this was going to be a temporary solution or a permanent one [redacted] was informed each step of the way and appeared to agree with my approach When you contacted me by email on Tuesday, March 8th and let me know the remedy did not work, I immediately contacted [redacted] s to have them do an on sight inspection to see if helical peers (mechanical steel peers that go down as deep as 20-feet to hit bedrock) would solve the foundation issuesI am sorry that they have not yet done that on sight inspection as of todayThey are overwhelmed with business and are simply behindI have spoken to them multiple times and have been told you are on the schedule for this weekPlease accept my apologies for the delayWhen I get the report from them I will stop up and meet with you and [redacted] to chart out a course of actionThank you for your patience and understanding Initial Consumer Rebuttal / [redacted] (3000, 7, 2015/05/23) */ (The consumer indicated he/she DID NOT accept the response from the business.) we have used both portable heating & cooling devices in the room with some relief but its not very economical, on some days we have to run them continuously if we want to use the room during the spring, summer, and fall monthsWould there be any way of insulating the room? would this even be helpful? When you say that you have "been in regular communication with ***" I not sure what you mean by "regular" could you please clarify this for mefrom now on I would like all communication to go through me, either with email or in my presence When you were out to the house prior to any construction you saw the condition of our prior deck and the lifting/shifting that occurredI commented on the problem and you assured me that that would not happenand now you are saying that there was no way you could have been aware of this ahead of time In the summer of you were out to the house to check out the decking and room after shifting and lifting during the winter of 2013, things appeared to have settled and you said you would be back out in AugustI emailed you Sept because you did not get back to me in Augustyou told me you would be in Lewisville for weeks and would address our issues when you were doneI emailed you Octbecause I didn't hear from youyour response was Wednesday You came out and cut two of the post Winter came and again we were filling in the gap in the doorIn March I took pictures and sent them to youYou said at that time you were going to contact [redacted] about Helical pier footing march 28th I ask if any progress march 30th you said you planned on meeting [redacted] at our house and that you would be in touch April 19th I ask for any updates, no response from you April 26th I ask again for any updates April 27th You said you will be contacting [redacted] (***) and that you would let me know May 8th Again you said you would be contacting [redacted] from [redacted] to see what is required for the helical piers By this time, I am frustrated and I contact the Revdex.com Your response does not even mention repair and/or replacement of the sliding door and walls which are a result of the lifting of the deck Final Business Response / [redacted] (4000, 9, 2015/06/01) */ ***, Again, I am so sorry you are unhappy with the roomWe will not resolve these issues by simply communicating through the Revdex.comI have received the foundation analysis from [redacted] this morning and would like to meet with you one day the week of June 8thI will email you my availability and we'll see if we can find a time that works for all partiesSince most of the communication has been with ***, it is important he be present if at all possibleI hope this will suffice as a first step in an attempt to resolve these issues Thank you [redacted] Final Consumer Response / [redacted] (2000, 11, 2015/06/10) */ (The consumer indicated he/she ACCEPTED the response from the business.) I am willing to accept this response at this timeWe have a meeting scheduled with [redacted] for next Wednesday
Complaint: [redacted] I am rejecting this response because: The reason we bought the Windows was because the salesman GUARANTEED us we would not have this problemThe is why we got new windows as I have said beforeWe have the same problem as the old windowsHe said to leave the shades up about a foot, which we didIt did Sincerely, [redacted]
Dear Mr [redacted] We sincerely apologize that you are unhappy While the bulk of the bath work was done in 2-days the installation of the customer purchased shower door and a transition strip from the tub to the existing floor had to be re-ordered and took additional time I also understand that you wanted the transition strip to be flush with the existing floor and that took additional time since the sub floor had to be adjusted This is not the manner in which transition strips are installed but it is our policy to got the extra mile for the customer even if it takes longer! Just to be clear your bathroom was 95% done and useableHowever, I understand that you met with Jason our production supervisor and were unhappy that the shower pan that was spec’d at 30” was manufactured at 29.75” and you were very disappointed in that fact As a result Jason re-ordered a complete new shower pan 32” along with three new Onyx walls He and you decided that was best to completely satisfy you While I thought this was an extreme solution to a small difference in size, I give my supervisors great latitude to satisfy a customer even if it means replacing everything! The fact is a 30” shower pan is actually manufactured between and However, under the circumstances since you now want compensation for some inconvenience, I will be happy to negotiate a financial settlement with you I will however, not replace the shower and walls and provide you compensation in addition Therefore, you can choose whether you want compensation for some inconvenience or a shower pan that is two inches largerPlease understand that even though you and Jason agreed on a 32” shower pan the actual size from the manufacture will be approximately 31.75” Please let me know how you would like to proceed or give me a call directly at ###-###-#### If I am not available please leave a message as to a good time to call you back and I will do my best to comply Sincerely, Jay [redacted] Minnesota Rusco Inc
Initial Business Response /* (1000, 5, 2015/05/20) */
Dear ***,
I am so sorry you are unhappy with the Four Seasons SunroomThe glass used by the manufacture does reflect both UV rays and has many other properties to make the room livable year roundHowever, it does not reflect 100% of
the UV rays nor does it keep out 100% of the cold in the winter or heat in the summerAuxiliary heat and air conditioning will need to be used during certain times of the yearIf you do not choose to use auxiliary heat or air conditioning then the room will be less usableYou have had this conversation with me as well as JayI am sorry that the room is not perfect in this wayEven a conventional build room similar to your home needs heat and air conditioning during certain times of the year
We are well aware of the frost heave with your post-hole footingsI have been in regular communication with *** on this issueI am sorry you may not have been aware of this! It is unfortunate that it has happened, but as I explained in great detail to ***, your footings were built oversized with the proper depth and were inspected by your local city inspector and passed the inspectionHowever, it appears that an unusual amount of ground water has caused the soil conditions to become unstableThere is no way Minnesota Rusco could have been aware of this ahead of timeEven the city of StMichael was not aware of this issue
During my visit last fall I cut down two main supports that had heaved the previous winter and did not return to levelWhen I left your home the door and window were level and plumb and workingIt was not known whether this was going to be a temporary solution or a permanent one*** was informed each step of the way and appeared to agree with my approach
When you contacted me by email on Tuesday, March 8th and let me know the remedy did not work, I immediately contacted ***s to have them do an on sight inspection to see if helical peers (mechanical steel peers that go down as deep as 20-feet to hit bedrock) would solve the foundation issuesI am sorry that they have not yet done that on sight inspection as of todayThey are overwhelmed with business and are simply behindI have spoken to them multiple times and have been told you are on the schedule for this weekPlease accept my apologies for the delayWhen I get the report from them I will stop up and meet with you and *** to chart out a course of actionThank you for your patience and understanding
Initial Consumer Rebuttal /* (3000, 7, 2015/05/23) */
(The consumer indicated he/she DID NOT accept the response from the business.)
we have used both portable heating & cooling devices in the room with some relief but its not very economical, on some days we have to run them continuously if we want to use the room during the spring, summer, and fall monthsWould there be any way of insulating the room? would this even be helpful?
When you say that you have "been in regular communication with ***" I not sure what you mean by "regular" could you please clarify this for mefrom now on I would like all communication to go through me, either with email or in my presence
When you were out to the house prior to any construction you saw the condition of our prior deck and the lifting/shifting that occurredI commented on the problem and you assured me that that would not happenand now you are saying that there was no way you could have been aware of this ahead of time
In the summer of you were out to the house to check out the decking and room after shifting and lifting during the winter of 2013, things appeared to have settled and you said you would be back out in AugustI emailed you Sept because you did not get back to me in Augustyou told me you would be in Lewisville for weeks and would address our issues when you were doneI emailed you Octbecause I didn't hear from youyour response was Wednesday
You came out and cut two of the post
Winter came and again we were filling in the gap in the doorIn March I took pictures and sent them to youYou said at that time you were going to contact *** about Helical pier footing
march 28th I ask if any progress
march 30th you said you planned on meeting *** at our house and that you would be in touch
April 19th I ask for any updates, no response from you
April 26th I ask again for any updates
April 27th You said you will be contacting *** (***) and that you would let me know
May 8th Again you said you would be contacting *** from *** to see what is required for the helical piers
By this time, I am frustrated and I contact the Revdex.com
Your response does not even mention repair and/or replacement of the sliding door and walls which are a result of the lifting of the deck
Final Business Response /* (4000, 9, 2015/06/01) */
***,
Again, I am so sorry you are unhappy with the roomWe will not resolve these issues by simply communicating through the Revdex.comI have received the foundation analysis from *** this morning and would like to meet with you one day the week of June 8thI will email you my availability and we'll see if we can find a time that works for all partiesSince most of the communication has been with ***, it is important he be present if at all possibleI hope this will suffice as a first step in an attempt to resolve these issues
Thank you
***
Final Consumer Response /* (2000, 11, 2015/06/10) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I am willing to accept this response at this timeWe have a meeting scheduled with *** for next Wednesday
I do not move forward with jobs when there is a Revdex.com report, until it is closedi have returned every call that I have received and left messages for ***. If you want to continue this banter thru the Revdex.com nothing will be resolved. Please let's get this closed so we can talk and figure out how to move forward. I will wait for your response. Mike
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to meI will make one last attempt to contact the business so they can fix what needs to be fixed The one thing about having a warranty, is that you can call them when you find errors in there work, you contact them as many times 38,000dollars is a lot of Kinney to let things go
Initial Business Response /* (1000, 5, 2015/06/29) */
Mr***,
As you know from speaking to Angela, our marketing manager, we are very sorry for the actions of one of our employeesThe employee in question has been reprimanded and suspendedI only hope his actions do not reflect on the
other fine men and woman I employ! You have been placed on our DNC and should not get a call again
Sincerely,
Jay ***
GM/Owner
Initial Consumer Rebuttal /* (2000, 7, 2015/06/29) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I could not be more pleased by their understanding call from AngelaUntil that day I had sung praises of Minnesota Rusco and the work they did for usI WILL CONTINUE TO LET PEOPLE KNOW about their excellent work but now I will also let my friends and family know that they really care and continue to be a genuine company that is considerate, responsive, and thoroughMy experience and complaint was with a person - not the CompanyBravo RuscoWell done
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to us at a very minimal level, under the circumstances
*** ***
Dear Mr*** We sincerely apologize that you are unhappy. While the bulk of the bath work was done in 2-days the installation of the customer purchased shower door and a transition strip from the tub to the existing floor had to be re-ordered and took additional time. I also
understand that you wanted the transition strip to be flush with the existing floor and that took additional time since the sub floor had to be adjusted. This is not the manner in which transition strips are installed but it is our policy to got the extra mile for the customer…even if it takes longer! Just to be clear your bathroom was 95% done and useableHowever, I understand that you met with Jason our production supervisor and were unhappy that the shower pan that was spec’d at 30” was manufactured at 29.75” and you were very disappointed in that fact. As a result Jason re-ordered a complete new shower pan 32” along with three new Onyx walls. He and you decided that was best to completely satisfy you. While I thought this was an extreme solution to a small difference in size, I give my supervisors great latitude to satisfy a customer even if it means replacing everything! The fact is a 30” shower pan is actually manufactured between and 29.75. However, under the circumstances since you now want compensation for some inconvenience, I will be happy to negotiate a financial settlement with you. I will however, not replace the shower and walls and provide you compensation in addition. Therefore, you can choose whether you want compensation for some inconvenience or a shower pan that is two inches largerPlease understand that even though you and Jason agreed on a 32” shower pan the actual size from the manufacture will be approximately 31.75”. Please let me know how you would like to proceed or give me a call directly at ###-###-####. If I am not available please leave a message as to a good time to call you back and I will do my best to comply Sincerely, Jay *** Minnesota Rusco Inc
Complaint: ***
I am rejecting this response because: The reason we bought the Windows was because the salesman GUARANTEED us we would not have this problemThe is why we got new windows as I have said beforeWe have the same problem as the old windowsHe said to leave the shades up about a foot, which we didIt did
Sincerely,
*** ***
I made a second trip out to customers home to re-evaluate the dishwasherAgain, all functions are working properly on dishwasherI could not find ANY fault with the dishwasher in particular the issues the customer is claiming to haveConvenient Appliance Service has agreed to refund the amount of the service call along with the price of the component installed for repair as soon as customer has dishwasher uninstalledPer customer they are having a new dishwasher installed and the agreement was that CAS would hand them a check for full refund once the old dishwasher is available for pito recoup our parts on dishwasher Thank you and please let me know if you need anything further Ryan *** General Manager Convenient Appliance Service Office 919-662-Cell 336-399-*** ***
Good Afternoon, My name is Ryan *** and I'm a manager at Convenient Appliance Service in Garner, NCI am responding to a complaint, file# I went out to look at the dishwasher that one of my technicians had worked on some time agoComplaint was that unit was not
washingTechnician on job found sump motor not coming on and not spraying properlyHe discussed the issue with the customer and they both decided to fix and repair dishwasherThe technician ordered the sump motor and rescheduledThe tech removed and replaced sump motorHe cycled the unit and all was wellSeveral days had passed and the customer called back stating that her disposal would not workI, the manager, called her back and ended up speaking with her boyfriendI explained that the issue would not have anything to do with dishwasher and that he should try resetting the disposal with the reset button underneathI never heard back from him or the original customer. Fast forward several weeks and this is the first I am hearing that she is still having issuesI went out Friday, July 28th around five to satisfy the customerI ran the dishwasher and to my surprise the unit works like it's supposed toI put unit into diagnostics to be sure and unit passed all checksI advised customer that, at that moment, all components were working as designed and that no problems foundHer justification was that she has several room mates and that they have been complaining about it not cleaning wellI instructed her as to how the dishwasher is designed to work and gave her some pointers on how to get the best wash from her unit Convenient Appliance Service will consider this matter resolvedI have explained to the customer that she has a one year warranty on the part that was replaced and six months on the trip and labor fee If any other issues arise please feel free to contact me directly Thank you for your ongoing support. Ryan *** General Manager Convenient Appliance Service Office 919-662-Cell 336-399-*** ***
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me NO We're working with Jay *** @ Minnesota Rusco
We are terribly sorry that you are unhappy with your windowsIf there was something we could do to either the window or the method of installation, be assured, we wouldCondensation and the reasons for it have been discussed with you at lengthIt is not the fault of the product and in this
case our service technician inspected the installation and found it to be both installed correctly and insulated properly by our top installation crew
If you wish to investigate the real reasons for the excessive humidity we would be willing to come to your home and investigate some possibilitiesYou could also have an HVAC expert take a look at your heating and ventilation system, which is often one of the primary culprits and solutions
Please let us know if you would like additional help
(Casement Warranty.pdf)
Revdex.com: I have reviewed the response, which is not a resolution to the problemI
understand that MN Rusco visited our homeMy husband was thereIt sounds like this problem has been resolved, based on the conversation my husband told me they hadIf we have further issues surface with regard to the problem we reported, I will follow up
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
We are very sorry to hear about your disappointments with our communication. The fact is that you got approved for $15K thru Syncrony Finance for a $25K project. You filled out a complete credit application and have been working thru MJM Finance (a separate company) on getting the
balance financed. You have had over email communications with him and all that I read you seemed to be very thankful and appreciative for his efforts. Depending on the individual situation, financing takes time, some longer than others with all the different options. We usually do not re-measure until all the financing is complete but yours got measured shortly after we were asked to do so. I was also told that there was a period of time you were not available until Feb 16th.The contract clearly states the type of installation that will be done on each of your windows and doors. You have initialed them all on the specification contract. Andy was being very proactive when he went thru everything with you. Storm doors sometime do not fit on a new entry door system so Andy likes to mention that so there are no surprises at the time of install. Scott R (sales) is very capable of doing his job. As far as cancelling the contract you had the first days to do so. You have never mentioned cancelling this project thru all of this communication over the past weeks or so. We have no intention of cancelling your contract but I want to personally handle any communication expectations. Mike ***
Initial Business Response / [redacted] (1000, 5, 2015/06/26) */ Dear Mr [redacted] , I am deeply saddened that you're unhappy with Minnesota RuscoIt is important to me that we go the extra mile when we have an unhappy customerJason, our production manager, informed me that he went over these points with you and thought there was an understandingHe must have been mistakenWith that in mind rather than discuss each point in writing, I would like one of the owners to come to your home with Jason and see how we can come to some reasonable resolutionAt the same time we can take a look at your bath project and make sure all is wellIf okay with you I will have Jason or Mr [redacted] call and set a time that works around your scheduleThank you for making me aware of your dissatisfaction! Initial Consumer Rebuttal / [redacted] (3000, 7, 2015/07/07) */ (The consumer indicated he/she DID NOT accept the response from the business.) My dissatisfaction is not with the way the shower now looksIt looks fineFinallyMy problem is that after months and me asking about the 60% off sale after years, no one commented about itJason said all they could do would be to give me some Target couponsI am sure you give them out to customers occasionallyMy shower pressure is less than beforeJason said he couldn't do anything about thatI signed a contract in December because the salesman said after Jan1, 2015, the prices were going up 4%-6%I signedAfter JanRusco said they were having their 60% off saleI asked before the project started about thatI think the person's name was GregHe said the finance department would look into itLater I asked againThey said they would adjust laterAfter months of my shower being inoperable all they came up with was some Target couponsNo mention of the 60% off saleIf I was inconvenienced in some other venue, the customer service might cut me some slack on the projectRusso had a bank take over my payment and would have charged me 29% if I was lateI paid the bill in fullRusso didn't care about customer serviceThey figured they were doneMy shower LOOKS goodIt does not work as well as the old showerI bought a better shower nozzle because the one Rusco put in was the cheapest I have ever seenIt works a little better nowI am still not happy with their customer service after my shower took so long Howard [redacted] Final Business Response / [redacted] (4000, 9, 2015/07/13) */ I understand you have a meeting with Mike, our president this weekI am glad the end result was good and again apologize for the process Final Consumer Response / [redacted] (2000, 11, 2015/07/15) */ Russo came out to my house and personally showed me their costsI am satisfied with their response
I do not move forward with jobs when there is a Revdex.com report, until it is closedi have returned every call that I have received and left messages for [redacted] If you want to continue this banter thru the Revdex.com nothing will be resolved Please let's get this closed so we can talk and figure out how to move forward I will wait for your response Mike
Initial Business Response / [redacted] (1000, 5, 2015/05/20) */ Dear ***, I am so sorry you are unhappy with the Four Seasons SunroomThe glass used by the manufacture does reflect both UV rays and has many other properties to make the room livable year roundHowever, it does not reflect 100% of the UV rays nor does it keep out 100% of the cold in the winter or heat in the summerAuxiliary heat and air conditioning will need to be used during certain times of the yearIf you do not choose to use auxiliary heat or air conditioning then the room will be less usableYou have had this conversation with me as well as JayI am sorry that the room is not perfect in this wayEven a conventional build room similar to your home needs heat and air conditioning during certain times of the year We are well aware of the frost heave with your post-hole footingsI have been in regular communication with [redacted] on this issueI am sorry you may not have been aware of this! It is unfortunate that it has happened, but as I explained in great detail to ***, your footings were built oversized with the proper depth and were inspected by your local city inspector and passed the inspectionHowever, it appears that an unusual amount of ground water has caused the soil conditions to become unstableThere is no way Minnesota Rusco could have been aware of this ahead of timeEven the city of StMichael was not aware of this issue During my visit last fall I cut down two main supports that had heaved the previous winter and did not return to levelWhen I left your home the door and window were level and plumb and workingIt was not known whether this was going to be a temporary solution or a permanent one [redacted] was informed each step of the way and appeared to agree with my approach When you contacted me by email on Tuesday, March 8th and let me know the remedy did not work, I immediately contacted [redacted] s to have them do an on sight inspection to see if helical peers (mechanical steel peers that go down as deep as 20-feet to hit bedrock) would solve the foundation issuesI am sorry that they have not yet done that on sight inspection as of todayThey are overwhelmed with business and are simply behindI have spoken to them multiple times and have been told you are on the schedule for this weekPlease accept my apologies for the delayWhen I get the report from them I will stop up and meet with you and [redacted] to chart out a course of actionThank you for your patience and understanding Initial Consumer Rebuttal / [redacted] (3000, 7, 2015/05/23) */ (The consumer indicated he/she DID NOT accept the response from the business.) we have used both portable heating & cooling devices in the room with some relief but its not very economical, on some days we have to run them continuously if we want to use the room during the spring, summer, and fall monthsWould there be any way of insulating the room? would this even be helpful? When you say that you have "been in regular communication with ***" I not sure what you mean by "regular" could you please clarify this for mefrom now on I would like all communication to go through me, either with email or in my presence When you were out to the house prior to any construction you saw the condition of our prior deck and the lifting/shifting that occurredI commented on the problem and you assured me that that would not happenand now you are saying that there was no way you could have been aware of this ahead of time In the summer of you were out to the house to check out the decking and room after shifting and lifting during the winter of 2013, things appeared to have settled and you said you would be back out in AugustI emailed you Sept because you did not get back to me in Augustyou told me you would be in Lewisville for weeks and would address our issues when you were doneI emailed you Octbecause I didn't hear from youyour response was Wednesday You came out and cut two of the post Winter came and again we were filling in the gap in the doorIn March I took pictures and sent them to youYou said at that time you were going to contact [redacted] about Helical pier footing march 28th I ask if any progress march 30th you said you planned on meeting [redacted] at our house and that you would be in touch April 19th I ask for any updates, no response from you April 26th I ask again for any updates April 27th You said you will be contacting [redacted] (***) and that you would let me know May 8th Again you said you would be contacting [redacted] from [redacted] to see what is required for the helical piers By this time, I am frustrated and I contact the Revdex.com Your response does not even mention repair and/or replacement of the sliding door and walls which are a result of the lifting of the deck Final Business Response / [redacted] (4000, 9, 2015/06/01) */ ***, Again, I am so sorry you are unhappy with the roomWe will not resolve these issues by simply communicating through the Revdex.comI have received the foundation analysis from [redacted] this morning and would like to meet with you one day the week of June 8thI will email you my availability and we'll see if we can find a time that works for all partiesSince most of the communication has been with ***, it is important he be present if at all possibleI hope this will suffice as a first step in an attempt to resolve these issues Thank you [redacted] Final Consumer Response / [redacted] (2000, 11, 2015/06/10) */ (The consumer indicated he/she ACCEPTED the response from the business.) I am willing to accept this response at this timeWe have a meeting scheduled with [redacted] for next Wednesday
Complaint: [redacted] I am rejecting this response because: The reason we bought the Windows was because the salesman GUARANTEED us we would not have this problemThe is why we got new windows as I have said beforeWe have the same problem as the old windowsHe said to leave the shades up about a foot, which we didIt did Sincerely, [redacted]
Dear Mr [redacted] We sincerely apologize that you are unhappy While the bulk of the bath work was done in 2-days the installation of the customer purchased shower door and a transition strip from the tub to the existing floor had to be re-ordered and took additional time I also understand that you wanted the transition strip to be flush with the existing floor and that took additional time since the sub floor had to be adjusted This is not the manner in which transition strips are installed but it is our policy to got the extra mile for the customer even if it takes longer! Just to be clear your bathroom was 95% done and useableHowever, I understand that you met with Jason our production supervisor and were unhappy that the shower pan that was spec’d at 30” was manufactured at 29.75” and you were very disappointed in that fact As a result Jason re-ordered a complete new shower pan 32” along with three new Onyx walls He and you decided that was best to completely satisfy you While I thought this was an extreme solution to a small difference in size, I give my supervisors great latitude to satisfy a customer even if it means replacing everything! The fact is a 30” shower pan is actually manufactured between and However, under the circumstances since you now want compensation for some inconvenience, I will be happy to negotiate a financial settlement with you I will however, not replace the shower and walls and provide you compensation in addition Therefore, you can choose whether you want compensation for some inconvenience or a shower pan that is two inches largerPlease understand that even though you and Jason agreed on a 32” shower pan the actual size from the manufacture will be approximately 31.75” Please let me know how you would like to proceed or give me a call directly at ###-###-#### If I am not available please leave a message as to a good time to call you back and I will do my best to comply Sincerely, Jay [redacted] Minnesota Rusco Inc
Initial Business Response /* (1000, 5, 2015/05/20) */
Dear ***,
I am so sorry you are unhappy with the Four Seasons SunroomThe glass used by the manufacture does reflect both UV rays and has many other properties to make the room livable year roundHowever, it does not reflect 100% of
the UV rays nor does it keep out 100% of the cold in the winter or heat in the summerAuxiliary heat and air conditioning will need to be used during certain times of the yearIf you do not choose to use auxiliary heat or air conditioning then the room will be less usableYou have had this conversation with me as well as JayI am sorry that the room is not perfect in this wayEven a conventional build room similar to your home needs heat and air conditioning during certain times of the year
We are well aware of the frost heave with your post-hole footingsI have been in regular communication with *** on this issueI am sorry you may not have been aware of this! It is unfortunate that it has happened, but as I explained in great detail to ***, your footings were built oversized with the proper depth and were inspected by your local city inspector and passed the inspectionHowever, it appears that an unusual amount of ground water has caused the soil conditions to become unstableThere is no way Minnesota Rusco could have been aware of this ahead of timeEven the city of StMichael was not aware of this issue
During my visit last fall I cut down two main supports that had heaved the previous winter and did not return to levelWhen I left your home the door and window were level and plumb and workingIt was not known whether this was going to be a temporary solution or a permanent one*** was informed each step of the way and appeared to agree with my approach
When you contacted me by email on Tuesday, March 8th and let me know the remedy did not work, I immediately contacted ***s to have them do an on sight inspection to see if helical peers (mechanical steel peers that go down as deep as 20-feet to hit bedrock) would solve the foundation issuesI am sorry that they have not yet done that on sight inspection as of todayThey are overwhelmed with business and are simply behindI have spoken to them multiple times and have been told you are on the schedule for this weekPlease accept my apologies for the delayWhen I get the report from them I will stop up and meet with you and *** to chart out a course of actionThank you for your patience and understanding
Initial Consumer Rebuttal /* (3000, 7, 2015/05/23) */
(The consumer indicated he/she DID NOT accept the response from the business.)
we have used both portable heating & cooling devices in the room with some relief but its not very economical, on some days we have to run them continuously if we want to use the room during the spring, summer, and fall monthsWould there be any way of insulating the room? would this even be helpful?
When you say that you have "been in regular communication with ***" I not sure what you mean by "regular" could you please clarify this for mefrom now on I would like all communication to go through me, either with email or in my presence
When you were out to the house prior to any construction you saw the condition of our prior deck and the lifting/shifting that occurredI commented on the problem and you assured me that that would not happenand now you are saying that there was no way you could have been aware of this ahead of time
In the summer of you were out to the house to check out the decking and room after shifting and lifting during the winter of 2013, things appeared to have settled and you said you would be back out in AugustI emailed you Sept because you did not get back to me in Augustyou told me you would be in Lewisville for weeks and would address our issues when you were doneI emailed you Octbecause I didn't hear from youyour response was Wednesday
You came out and cut two of the post
Winter came and again we were filling in the gap in the doorIn March I took pictures and sent them to youYou said at that time you were going to contact *** about Helical pier footing
march 28th I ask if any progress
march 30th you said you planned on meeting *** at our house and that you would be in touch
April 19th I ask for any updates, no response from you
April 26th I ask again for any updates
April 27th You said you will be contacting *** (***) and that you would let me know
May 8th Again you said you would be contacting *** from *** to see what is required for the helical piers
By this time, I am frustrated and I contact the Revdex.com
Your response does not even mention repair and/or replacement of the sliding door and walls which are a result of the lifting of the deck
Final Business Response /* (4000, 9, 2015/06/01) */
***,
Again, I am so sorry you are unhappy with the roomWe will not resolve these issues by simply communicating through the Revdex.comI have received the foundation analysis from *** this morning and would like to meet with you one day the week of June 8thI will email you my availability and we'll see if we can find a time that works for all partiesSince most of the communication has been with ***, it is important he be present if at all possibleI hope this will suffice as a first step in an attempt to resolve these issues
Thank you
***
Final Consumer Response /* (2000, 11, 2015/06/10) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I am willing to accept this response at this timeWe have a meeting scheduled with *** for next Wednesday
See Attached
I do not move forward with jobs when there is a Revdex.com report, until it is closedi have returned every call that I have received and left messages for ***. If you want to continue this banter thru the Revdex.com nothing will be resolved. Please let's get this closed so we can talk and figure out how to move forward. I will wait for your response. Mike
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to meI will make one last attempt to contact the business so they can fix what needs to be fixed The one thing about having a warranty, is that you can call them when you find errors in there work, you contact them as many times 38,000dollars is a lot of Kinney to let things go
Initial Business Response /* (1000, 5, 2015/06/29) */
Mr***,
As you know from speaking to Angela, our marketing manager, we are very sorry for the actions of one of our employeesThe employee in question has been reprimanded and suspendedI only hope his actions do not reflect on the
other fine men and woman I employ! You have been placed on our DNC and should not get a call again
Sincerely,
Jay ***
GM/Owner
Initial Consumer Rebuttal /* (2000, 7, 2015/06/29) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I could not be more pleased by their understanding call from AngelaUntil that day I had sung praises of Minnesota Rusco and the work they did for usI WILL CONTINUE TO LET PEOPLE KNOW about their excellent work but now I will also let my friends and family know that they really care and continue to be a genuine company that is considerate, responsive, and thoroughMy experience and complaint was with a person - not the CompanyBravo RuscoWell done
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to us at a very minimal level, under the circumstances
*** ***
Dear Mr*** We sincerely apologize that you are unhappy. While the bulk of the bath work was done in 2-days the installation of the customer purchased shower door and a transition strip from the tub to the existing floor had to be re-ordered and took additional time. I also
understand that you wanted the transition strip to be flush with the existing floor and that took additional time since the sub floor had to be adjusted. This is not the manner in which transition strips are installed but it is our policy to got the extra mile for the customer…even if it takes longer! Just to be clear your bathroom was 95% done and useableHowever, I understand that you met with Jason our production supervisor and were unhappy that the shower pan that was spec’d at 30” was manufactured at 29.75” and you were very disappointed in that fact. As a result Jason re-ordered a complete new shower pan 32” along with three new Onyx walls. He and you decided that was best to completely satisfy you. While I thought this was an extreme solution to a small difference in size, I give my supervisors great latitude to satisfy a customer even if it means replacing everything! The fact is a 30” shower pan is actually manufactured between and 29.75. However, under the circumstances since you now want compensation for some inconvenience, I will be happy to negotiate a financial settlement with you. I will however, not replace the shower and walls and provide you compensation in addition. Therefore, you can choose whether you want compensation for some inconvenience or a shower pan that is two inches largerPlease understand that even though you and Jason agreed on a 32” shower pan the actual size from the manufacture will be approximately 31.75”. Please let me know how you would like to proceed or give me a call directly at ###-###-####. If I am not available please leave a message as to a good time to call you back and I will do my best to comply Sincerely, Jay *** Minnesota Rusco Inc
Complaint: ***
I am rejecting this response because: The reason we bought the Windows was because the salesman GUARANTEED us we would not have this problemThe is why we got new windows as I have said beforeWe have the same problem as the old windowsHe said to leave the shades up about a foot, which we didIt did
Sincerely,
*** ***
I made a second trip out to customers home to re-evaluate the dishwasherAgain, all functions are working properly on dishwasherI could not find ANY fault with the dishwasher in particular the issues the customer is claiming to haveConvenient Appliance Service has agreed to refund the amount of the service call along with the price of the component installed for repair as soon as customer has dishwasher uninstalledPer customer they are having a new dishwasher installed and the agreement was that CAS would hand them a check for full refund once the old dishwasher is available for pito recoup our parts on dishwasher Thank you and please let me know if you need anything further Ryan *** General Manager Convenient Appliance Service Office 919-662-Cell 336-399-*** ***
Good Afternoon, My name is Ryan *** and I'm a manager at Convenient Appliance Service in Garner, NCI am responding to a complaint, file# I went out to look at the dishwasher that one of my technicians had worked on some time agoComplaint was that unit was not
washingTechnician on job found sump motor not coming on and not spraying properlyHe discussed the issue with the customer and they both decided to fix and repair dishwasherThe technician ordered the sump motor and rescheduledThe tech removed and replaced sump motorHe cycled the unit and all was wellSeveral days had passed and the customer called back stating that her disposal would not workI, the manager, called her back and ended up speaking with her boyfriendI explained that the issue would not have anything to do with dishwasher and that he should try resetting the disposal with the reset button underneathI never heard back from him or the original customer. Fast forward several weeks and this is the first I am hearing that she is still having issuesI went out Friday, July 28th around five to satisfy the customerI ran the dishwasher and to my surprise the unit works like it's supposed toI put unit into diagnostics to be sure and unit passed all checksI advised customer that, at that moment, all components were working as designed and that no problems foundHer justification was that she has several room mates and that they have been complaining about it not cleaning wellI instructed her as to how the dishwasher is designed to work and gave her some pointers on how to get the best wash from her unit Convenient Appliance Service will consider this matter resolvedI have explained to the customer that she has a one year warranty on the part that was replaced and six months on the trip and labor fee If any other issues arise please feel free to contact me directly Thank you for your ongoing support. Ryan *** General Manager Convenient Appliance Service Office 919-662-Cell 336-399-*** ***
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me NO We're working with Jay *** @ Minnesota Rusco
Revdex.com:
I would like to reject the offer of Arbitration for complaint ID ***.We were able to resolve the issues.
Sincerely,
*** ***
We are terribly sorry that you are unhappy with your windowsIf there was something we could do to either the window or the method of installation, be assured, we wouldCondensation and the reasons for it have been discussed with you at lengthIt is not the fault of the product and in this
case our service technician inspected the installation and found it to be both installed correctly and insulated properly by our top installation crew
If you wish to investigate the real reasons for the excessive humidity we would be willing to come to your home and investigate some possibilitiesYou could also have an HVAC expert take a look at your heating and ventilation system, which is often one of the primary culprits and solutions
Please let us know if you would like additional help
(Casement Warranty.pdf)
Revdex.com: I have reviewed the response, which is not a resolution to the problemI
understand that MN Rusco visited our homeMy husband was thereIt sounds like this problem has been resolved, based on the conversation my husband told me they hadIf we have further issues surface with regard to the problem we reported, I will follow up
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
We are very sorry to hear about your disappointments with our communication. The fact is that you got approved for $15K thru Syncrony Finance for a $25K project. You filled out a complete credit application and have been working thru MJM Finance (a separate company) on getting the
balance financed. You have had over email communications with him and all that I read you seemed to be very thankful and appreciative for his efforts. Depending on the individual situation, financing takes time, some longer than others with all the different options. We usually do not re-measure until all the financing is complete but yours got measured shortly after we were asked to do so. I was also told that there was a period of time you were not available until Feb 16th.The contract clearly states the type of installation that will be done on each of your windows and doors. You have initialed them all on the specification contract. Andy was being very proactive when he went thru everything with you. Storm doors sometime do not fit on a new entry door system so Andy likes to mention that so there are no surprises at the time of install. Scott R (sales) is very capable of doing his job. As far as cancelling the contract you had the first days to do so. You have never mentioned cancelling this project thru all of this communication over the past weeks or so. We have no intention of cancelling your contract but I want to personally handle any communication expectations. Mike ***