Austin's Carports & Patio Covers

Revdex.com:
I would like to reject the offer of Arbitration for complaint ID [redacted].We were able to resolve the issues. 
Sincerely,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.  NO  We're working with Jay [redacted] @  Minnesota Rusco.

I do not move forward with jobs when there is a Revdex.com report, until it is closed. I 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

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]
Complaint: 12286374
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 Mr. Ryan 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 dishwasher. After 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 answer. I'm requesting a refund so that I can go with a technical company that I can trust!  
Regards,
Hasna [redacted]

Revdex.com: I have reviewed the response, which is not a resolution to the problem. I...

understand that MN Rusco visited our home. My husband was there. It sounds like this problem has been resolved, based on the conversation my husband told me they had. If 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 [redacted], and find that this resolution is satisfactory to me.

See Attached.

Initial Business Response /* (1000, 5, 2015/06/26) */
Dear Mr. [redacted],
I am deeply saddened that you're unhappy with Minnesota Rusco. It is important to me that we go the extra mile when we have an unhappy customer. Jason, our production manager, informed me that he went over these points with...

you and thought there was an understanding. He must have been mistaken. With 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 resolution. At the same time we can take a look at your bath project and make sure all is well. If okay with you I will have Jason or Mr. [redacted] call and set a time that works around your schedule. Thank 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 looks. It looks fine. Finally. My problem is that after 4.5 months and me asking about the 60% off sale after 60 years, no one commented about it. Jason said all they could do would be to give me some Target coupons. I am sure you give them out to customers occasionally. My shower pressure is less than before. Jason said he couldn't do anything about that. I signed a contract in December 2014 because the salesman said after Jan. 1, 2015, the prices were going up 4%-6%. I signed. After Jan. 1 Rusco said they were having their 60% off sale. I asked before the project started about that. I think the person's name was Greg. He said the finance department would look into it. Later I asked again. They said they would adjust later. After 4 months of my shower being inoperable all they came up with was some Target coupons. No mention of the 60% off sale. If I was inconvenienced in some other venue, the customer service might cut me some slack on the project. Russo had a bank take over my payment and would have charged me 29% if I was late. I paid the bill in full. Russo didn't care about customer service. They figured they were done. My shower LOOKS good. It does not work as well as the old shower. I bought a better shower nozzle because the one Rusco put in was the cheapest I have ever seen. It works a little better now. I am still not happy with their customer service after my shower took so long.
Howard [redacted]
Final Business Response /* (4000, 9, 2015/07/13) */
I understand you have a meeting with Mike, our president this week. I 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 costs. I am satisfied with their response.

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 50 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 3 days to do so.  You have never mentioned cancelling this project thru all of this communication over the past 6 weeks or so.  We have no intention of cancelling your contract but I want to personally handle any communication expectations.  Mike [redacted]

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

Dear [redacted],  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...

concerns. With 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 [redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to us at a very minimal level, under the circumstances.
[redacted]

Initial Business Response /* (1000, 5, 2015/05/20) */
Dear [redacted],
I am so sorry you are unhappy with the Four Seasons Sunroom. The glass used by the manufacture does reflect both UV rays and has many other properties to make the room livable year round. However, 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 summer. Auxiliary heat and air conditioning will need to be used during certain times of the year. If you do not choose to use auxiliary heat or air conditioning then the room will be less usable. You have had this conversation with me as well as Jay. I am sorry that the room is not perfect in this way. Even 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 footings. I have been in regular communication with [redacted] on this issue. I 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 [redacted], your footings were built oversized with the proper depth and were inspected by your local city inspector and passed the inspection. However, it appears that an unusual amount of ground water has caused the soil conditions to become unstable. There is no way Minnesota Rusco could have been aware of this ahead of time. Even the city of St. Michael 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 level. When I left your home the door and window were level and plumb and working. It 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 20-30 feet to hit bedrock) would solve the foundation issues. I am sorry that they have not yet done that on sight inspection as of today. They are overwhelmed with business and are simply behind. I have spoken to them multiple times and have been told you are on the schedule for this week. Please accept my apologies for the delay. When I get the report from them I will stop up and meet with you and [redacted] to chart out a course of action. Thank 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 months. Would there be any way of insulating the room? would this even be helpful?
When you say that you have "been in regular communication with [redacted]" I not sure what you mean by "regular" could you please clarify this for me. from 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 occurred. I commented on the problem and you assured me that that would not happen. and now you are saying that there was no way you could have been aware of this ahead of time.
In the summer of 2014 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 August.. I emailed you Sept 15 because you did not get back to me in August. you told me you would be in Lewisville for 2 weeks and would address our issues when you were done. I emailed you Oct. 10 because I didn't hear from you. your response was Wednesday.
You came out and cut two of the post.
Winter came and again we were filling in the gap in the door. In March 8 I took pictures and sent them to you. You 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] ([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 /* (4000, 9, 2015/06/01) */
[redacted],
Again, I am so sorry you are unhappy with the room. We will not resolve these issues by simply communicating through the Revdex.com. I have received the foundation analysis from [redacted] this morning and would like to meet with you one day the week of June 8th. I will email you my availability and we'll see if we can find a time that works for all parties. Since most of the communication has been with [redacted], it is important he be present if at all possible. I hope this will suffice as a first step in an attempt to resolve these issues.
Thank you.
[redacted]
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 time. We 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 problem. The is why we got new windows as I have said before. We have the same problem as the old windows. He said to leave the shades up about a foot, which we did. It did
Sincerely,
[redacted]

Dear Mr. [redacted]   We sincerely apologize that you are unhappy.  While the bulk of the bath work was done in 2-3 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 normal 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 useable. However, 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 29.5 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 larger. Please 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.