we have contacted the customer and will be coming to the house Today at about 1pm to look at the situtuation. I will follow up with my installer after he checks things out. Mike
Initial Business Response /* (1000, 5, 2015/10/08) */
Dear ***,
We are terribly sorry for your experience with our staffWe had a surprisingly stronger start to than we anticipatedAs a result my staff got overworked and what suffered was the good communication that we are typically
known for
I have been informed that the window issues have been addressedIf that is not the case please let me knowIn addition, our siding installer Pavel is Ukrainian as is his crewHe has been working with us over years and I can assure you the quality of his work is impeccableUnfortunately, he did not take enough photos of the house wrap and insulation underneath the siding therefore the inspector wants a few pieces of siding removed to prove that the workmanship was done correctlyI understand the inspection is schedule for Tuesday, October 13th at noonI am confident the inspector will find the work to have been done properlyHowever, should there be any issues they will be taken care of immediately!
Again, I sincerely apologize for the disappointing experience with our companyI can assure you while the communication with you suffered greatly, the workmanship and quality of products did not sufferYour workmanship and product warranties are in full force and should there be any concerns going forward please contact me directly
Mike ***
President
***
Initial Consumer Rebuttal /* (2000, 7, 2015/10/09) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I don't really have a choice, what else is going to happen? I'm unhappy with my experience but most of all the windows I am unhappy withI don't feel they are worth the money I have to pay but will have to live itI will speak with Mike personally and would like someone to come out and look at my windows, I guess I expect them to be flawless
Dear ***, With all due respect we have addressed each and every concern that you have had As the owner, I have been to your home several times to listen and address your concerns The Consultant Manager and Installer Supervisor have also been to your home as well to discuss your
concernsWith each and every visit we did our very best to address issues that in most cases were not problems but cosmetic adjustments Each time I have visited you stated the issue was resolved and there were no other concerns Yet, you continue to find new issues For your information the city inspector signed off on your project and considered it well done! As far as Minnesota Rusco is concerned your project is complete However, if you would like us to come out one more time and trim the piece in question we will do that However, understand that if we trim the overlap next fall and winter when the siding contracts there will be a gap If this is acceptable please let me know and I will get it done.Sincerely, Mike ***
Initial Business Response /* (1000, 5, 2015/06/26) */
Dear Mr***,
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*** call and set a time that works around your scheduleThank you for making me aware of your dissatisfaction!
Initial Consumer Rebuttal /* (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 ***
Final Business Response /* (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 /* (2000, 11, 2015/07/15) */
Russo came out to my house and personally showed me their costsI am satisfied with their response
[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved]
Complaint:
I am rejecting this response because:
The manager Ryan did come out one day last week to "show" me personally how to use the dishwasher, but what he's not realizing is the fact that what the technician had requested me to fix and pay for and to schedule the original appointment is not making the dishwasher work as it should in the original agreement! The day after MrRyan came to my address I did my 1st wash and rinse cycle as he directed, when I opened the dishwasher after it alerted me the cycle was complete there was no steam from drying the dishes "like it had done before convenient appliance service was requested to come have a "Look" at my dishwasherAfter opening the dishwasher up with no steam there also was the same about of dirt and grime on the dishes as when I loaded in the beginning, mind you, I even hand washed them before the cycle ! Extremely unsatisfactory work and this is more of a headache trying to call the manager back and wait for him to answerI'm requesting a refund so that I can go with a technical company that I can trust!
Regards,
Hasna ***
***, We are very sorry about the delay in getting your Target Gift Card but more so for the poor experience with Minnesota RuscoWe do not do business this way but unfortunately everyone makes mistakesWe appreciate your feedback and the sales manager
already had a discussion with the consultant that was out to see you We are waiting on an order of gift cards as this promotion has been popular and we order directly from TargetPlease accept our apologies with this $Bath Bath and Beyond card (I am putting in the mail today) and you will receive a Target card for $as soon as we get restockedIf there is anything else we can do please contact me Angela *** Marketing Manager ###-###-####
we have contacted the customer and will be coming to the house Today at about 1pm to look at the situtuation. I will follow up with my installer after he checks things out. Mike
Initial Business Response /* (1000, 5, 2015/10/08) */
Dear ***,
We are terribly sorry for your experience with our staffWe had a surprisingly stronger start to than we anticipatedAs a result my staff got overworked and what suffered was the good communication that we are typically
known for
I have been informed that the window issues have been addressedIf that is not the case please let me knowIn addition, our siding installer Pavel is Ukrainian as is his crewHe has been working with us over years and I can assure you the quality of his work is impeccableUnfortunately, he did not take enough photos of the house wrap and insulation underneath the siding therefore the inspector wants a few pieces of siding removed to prove that the workmanship was done correctlyI understand the inspection is schedule for Tuesday, October 13th at noonI am confident the inspector will find the work to have been done properlyHowever, should there be any issues they will be taken care of immediately!
Again, I sincerely apologize for the disappointing experience with our companyI can assure you while the communication with you suffered greatly, the workmanship and quality of products did not sufferYour workmanship and product warranties are in full force and should there be any concerns going forward please contact me directly
Mike ***
President
***
Initial Consumer Rebuttal /* (2000, 7, 2015/10/09) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I don't really have a choice, what else is going to happen? I'm unhappy with my experience but most of all the windows I am unhappy withI don't feel they are worth the money I have to pay but will have to live itI will speak with Mike personally and would like someone to come out and look at my windows, I guess I expect them to be flawless
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
Dear ***, With all due respect we have addressed each and every concern that you have had As the owner, I have been to your home several times to listen and address your concerns The Consultant Manager and Installer Supervisor have also been to your home as well to discuss your
concernsWith each and every visit we did our very best to address issues that in most cases were not problems but cosmetic adjustments Each time I have visited you stated the issue was resolved and there were no other concerns Yet, you continue to find new issues For your information the city inspector signed off on your project and considered it well done! As far as Minnesota Rusco is concerned your project is complete However, if you would like us to come out one more time and trim the piece in question we will do that However, understand that if we trim the overlap next fall and winter when the siding contracts there will be a gap If this is acceptable please let me know and I will get it done.Sincerely, Mike ***
Initial Business Response /* (1000, 5, 2015/06/26) */
Dear Mr***,
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*** call and set a time that works around your scheduleThank you for making me aware of your dissatisfaction!
Initial Consumer Rebuttal /* (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 ***
Final Business Response /* (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 /* (2000, 11, 2015/07/15) */
Russo came out to my house and personally showed me their costsI am satisfied with their response
[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved]
Complaint:
I am rejecting this response because:
The manager Ryan did come out one day last week to "show" me personally how to use the dishwasher, but what he's not realizing is the fact that what the technician had requested me to fix and pay for and to schedule the original appointment is not making the dishwasher work as it should in the original agreement! The day after MrRyan came to my address I did my 1st wash and rinse cycle as he directed, when I opened the dishwasher after it alerted me the cycle was complete there was no steam from drying the dishes "like it had done before convenient appliance service was requested to come have a "Look" at my dishwasherAfter opening the dishwasher up with no steam there also was the same about of dirt and grime on the dishes as when I loaded in the beginning, mind you, I even hand washed them before the cycle ! Extremely unsatisfactory work and this is more of a headache trying to call the manager back and wait for him to answerI'm requesting a refund so that I can go with a technical company that I can trust!
Regards,
Hasna ***
***, We are very sorry about the delay in getting your Target Gift Card but more so for the poor experience with Minnesota RuscoWe do not do business this way but unfortunately everyone makes mistakesWe appreciate your feedback and the sales manager
already had a discussion with the consultant that was out to see you We are waiting on an order of gift cards as this promotion has been popular and we order directly from TargetPlease accept our apologies with this $Bath Bath and Beyond card (I am putting in the mail today) and you will receive a Target card for $as soon as we get restockedIf there is anything else we can do please contact me Angela *** Marketing Manager ###-###-####