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
Initial Business Response /* (1000, 5, 2015/01/12) */
Dear Mr***,
I sincerely apologize for the botherOur marketing manager was able to track down and identify why you were called recently after being put on our DNC registry in November of this yearWe acquired a list
from a defunct companyUnfortunately, you were on that list as wellWe should have updated both databases and it was our error that it did not happenTherefore our sincerest apologiesYou were officially put on the DNC for the other DB on 01/05/In addition to the DNC we also placed you on the Do Not Mail listI hope you understand it is not our intention to call someone who does not want or is not in need of our products
Best Regards,
***
GM/Owner
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
The product MN Rusco installs is second to none. I have two patio doors and they are awesome. I love that the screen door hangs and slides and does not go in a track. It never gets hung up. You are able to wash the tracks for the doors with a garden hose and the water just drains right out.
I have also had four windows replaced with molding and they are beautiful. I love the safety features on all the products. This is a five star company.
Initial Business Response /* (1000, 5, 2015/10/08) */
Dear [redacted],
We are terribly sorry for your experience with our staff. We had a surprisingly stronger start to 2015 than we anticipated. As 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 addressed. If that is not the case please let me know. In addition, our siding installer Pavel is Ukrainian as is his crew. He has been working with us over 15 years and I can assure you the quality of his work is impeccable. Unfortunately, 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 correctly. I understand the inspection is schedule for Tuesday, October 13th at noon. I am confident the inspector will find the work to have been done properly. However, should there be any issues they will be taken care of immediately!
Again, I sincerely apologize for the disappointing experience with our company. I can assure you while the communication with you suffered greatly, the workmanship and quality of products did not suffer. Your workmanship and product warranties are in full force and should there be any concerns going forward please contact me directly.
Mike [redacted]
President
[redacted]
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 with. I don't feel they are worth the money I have to pay but will have to live it. I 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
HIGHLY RECOMMEND. Shortly after I purchased my home I had all of the windows and siding replaced. Within a few months most of the windows were leaking to the point that the jamb extensions and casings were swelling and warping. The company that did the initial work would not address the problem, so I contacted Minnesota Rusco. They sent one of their reps, as well as an installer, and identified several issues with both the windows and siding. Out of 30 windows, most needed to be completely removed and reset, and all had to be reflashed and trimmed. Their installers were professional, stayed on schedule, and did excellent work. I am confident that all issues have been resolved, and I'm very happy that I called Minnesota Rusco.
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.
Initial Business Response /* (1000, 5, 2015/03/04) */
I too have an elderly mother so personally I understand your concern. In this case however, you were present during the complete presentation and even provided us your email so we could keep you informed during the projects...
process.
Our company goes to great lengths to make sure that we respect the elderly and try our best to have another family member present during our transaction. It's just what good companies do. And despite your accusations to the contrary you, her daughter, were present the whole time. As to the better price if you purchase tonight, the fact is our staff has a limited amount of time. For those customers who can make a decision on the first visit we provide them an additional discount. If not, our price is usually good until the next price increase! In this case you and your mother decided to take advantage of the additional discount and signed the contract. You could have said no and we would have been just as gracious. Our 60 years in business has proven that fact.
Despite you canceling well after the rescission period, not to mention the time my staff has invested in your project we are going to cancel your purchase and refund your deposit. We wish all the best life has to offer and hope your bath project goes well.
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]
Quality of windows installed is EXTREMELY POOR -- windows have some sort of cotton at the edges which incubates mold; windows very difficult to keep clean because you have to pull the whole window out to clean it -- contravening the whole purpose for my installing new windows -- which was for EASY MAINTENANCE. Rusco used third-world workmen and charged me over $30,000 even though my home is a very, very small rambler and only needed five (5) windows, two (2) doors, and a patio window. Nails popping out of siding, screens cover only 1/2 the window and rims don't meet at the 90 degree angle so flies and mosquitoes get into the house (and the effort to move the screen to the other half of the window is ridiculous because the windows are of such poor quality), outlet/faucet covers continually pop out and off, and, of course, windows very difficult to clean. Rusco left the foundation exposed with jagged plastic from the siding flapping around. I chose Rusco because they were at Sams Club. Because of Rusco's quality, I quit Sams Club and rue the day I chose Rusco to side my home and install new windows! The quality of their product and workmanship is SHODDY and I cringe every time I go to open a window or look up at the fascia and soffits which either don't meet or overlap miserably at joints. My experience with Rusco is they do slipshod work and install poor quality product. I will never use them and will NEVER recommend them to anyone.
Initial Business Response /* (1000, 5, 2014/10/16) */
We are terribly sorry for calling Mr. [redacted]. He is on our DNC since 2011. However, when we converted to a new database system it did not convert over. Again, our sincerest apologies. We only desire to call people who want to hear...
from us and it is usually past customers. This issue has been corrected.
Initial Consumer Rebuttal /* (3000, 7, 2014/10/16) */
(The consumer indicated he/she DID NOT accept the response from the business.)
since their calling pattern has been 3-6 months, I will not accept the response until a year has past and I have not received any more calls. Only then will I conceder this issue resolved.
I am however printing all of this out so if the issue is not resolved, I will have documentation to take to court.
Initial Business Response /* (1000, 5, 2015/06/29) */
Mr. [redacted],
As you know from speaking to Angela, our marketing manager, we are very sorry for the actions of one of our employees. The employee in question has been reprimanded and suspended. I only hope his actions do not reflect...
on the 26 other fine men and woman I employ! You have been placed on our DNC and should not get a call again.
Sincerely,
Jay [redacted]
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 Angela. Until that day I had sung praises of Minnesota Rusco and the work they did for us. I 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 thorough. My experience and complaint was with a person - not the Company. Bravo Rusco. Well done.
Minnesota Rusco has been RELENTLESS about contacting us. I had one of their representatives into our home for an estimate nearly two years ago and was not particularly impressed. I was considering their solutions until I decided to use a general contractor affiliated with my family. Since then, Minnesota Rusco has gone on campaigns to call us CONSTANTLY. The reason I'm finally complaining is because "Dave" has finally too far. He's called both my husband and I. This morning, when I told him it wasn't a good time and we're not looking for an estimate, he had the audacity to tell me "Well, I talked to your husband yesterday and he said you were interested in an estimate." This guy has a listening problem and only hears what he wants to hear. The truth is that "Dave" and my husband spoke four days ago, at which time my husband repeatedly told Dave that we're not in a position to do any home improvements at this time, and that we're absolutely not looking for an estimate and to please stop calling. My husband literally said "Don't call me." Dave pressed him about money and time. Again, my husband told him in small words that he wasn't interested. Dave called AGAIN later that night and then AGAIN just this morning. My call history shows today, 1/14, and THREE TIMES on Wednesday 1/11. Do not give this company your information unless you want to be harassed.
DO NOT TRUST THIS COMPANY!!!!! They came out to gave us a quote on a sliding glass door installation. The quote came in at a decent price and we called them back to schedule the installation. They did not come out on scheduled date so we called them back. They had us take measurement on the opening AGAIN, Confirmed the original price and rescheduled date for them to come out. The salesman made it to this meeting. He AGAIN measured the opening and stated that he needed to go outside and make a phone call. He came back in and stated that the opening was not standard and would therefore be, surprise More money! The opening is 2 windows on a wall and therefore the measurement could not have changed. In fact it was the same all three times it was measured. The only thing that changed was the salesman's price. In fact it went up by nearly $1,000. This new price, he said, did not include moving a heating duct or a wall outlet. The original price did. So, low price to begin with. You schedule them. Then they move the price up and up and up. Don't waste your time!
Thank you, Minnesota Rusco (namely, Mike [redacted]) for fixing our sun-room screens (even though we did not buy them from you) They look great and much stronger than before! Some of the pieces were broken by our dog and the Minnesota Rusco team created a custom fix that really works great. Thank you for the quick turnaround and professional service! The [redacted] from [redacted]
We are terribly sorry that you are unhappy with your windows. If there was something we could do to either the window or the method of installation, be assured, we would. Condensation and the reasons for it have been discussed with you at length. It 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 possibilities. You 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)
My experiences with Minnesota Rusco have all been positive. They are straight-shooters who deliver on their promises...with experienced professionals. I have had them refurbish my atrium...a major undertaking...and they delivered a like-new result. I couldn't be more pleased.
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
Initial Business Response /* (1000, 5, 2015/01/12) */
Dear Mr***,
I sincerely apologize for the botherOur marketing manager was able to track down and identify why you were called recently after being put on our DNC registry in November of this yearWe acquired a list
from a defunct companyUnfortunately, you were on that list as wellWe should have updated both databases and it was our error that it did not happenTherefore our sincerest apologiesYou were officially put on the DNC for the other DB on 01/05/In addition to the DNC we also placed you on the Do Not Mail listI hope you understand it is not our intention to call someone who does not want or is not in need of our products
Best Regards,
***
GM/Owner
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
The product MN Rusco installs is second to none. I have two patio doors and they are awesome. I love that the screen door hangs and slides and does not go in a track. It never gets hung up. You are able to wash the tracks for the doors with a garden hose and the water just drains right out.
I have also had four windows replaced with molding and they are beautiful. I love the safety features on all the products. This is a five star company.
Initial Business Response /* (1000, 5, 2015/10/08) */
Dear [redacted],
We are terribly sorry for your experience with our staff. We had a surprisingly stronger start to 2015 than we anticipated. As 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 addressed. If that is not the case please let me know. In addition, our siding installer Pavel is Ukrainian as is his crew. He has been working with us over 15 years and I can assure you the quality of his work is impeccable. Unfortunately, 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 correctly. I understand the inspection is schedule for Tuesday, October 13th at noon. I am confident the inspector will find the work to have been done properly. However, should there be any issues they will be taken care of immediately!
Again, I sincerely apologize for the disappointing experience with our company. I can assure you while the communication with you suffered greatly, the workmanship and quality of products did not suffer. Your workmanship and product warranties are in full force and should there be any concerns going forward please contact me directly.
Mike [redacted]
President
[redacted]
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 with. I don't feel they are worth the money I have to pay but will have to live it. I 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
HIGHLY RECOMMEND. Shortly after I purchased my home I had all of the windows and siding replaced. Within a few months most of the windows were leaking to the point that the jamb extensions and casings were swelling and warping. The company that did the initial work would not address the problem, so I contacted Minnesota Rusco. They sent one of their reps, as well as an installer, and identified several issues with both the windows and siding. Out of 30 windows, most needed to be completely removed and reset, and all had to be reflashed and trimmed. Their installers were professional, stayed on schedule, and did excellent work. I am confident that all issues have been resolved, and I'm very happy that I called Minnesota Rusco.
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.
Initial Business Response /* (1000, 5, 2015/03/04) */
I too have an elderly mother so personally I understand your concern. In this case however, you were present during the complete presentation and even provided us your email so we could keep you informed during the projects...
process.
Our company goes to great lengths to make sure that we respect the elderly and try our best to have another family member present during our transaction. It's just what good companies do. And despite your accusations to the contrary you, her daughter, were present the whole time. As to the better price if you purchase tonight, the fact is our staff has a limited amount of time. For those customers who can make a decision on the first visit we provide them an additional discount. If not, our price is usually good until the next price increase! In this case you and your mother decided to take advantage of the additional discount and signed the contract. You could have said no and we would have been just as gracious. Our 60 years in business has proven that fact.
Despite you canceling well after the rescission period, not to mention the time my staff has invested in your project we are going to cancel your purchase and refund your deposit. We wish all the best life has to offer and hope your bath project goes well.
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]
Quality of windows installed is EXTREMELY POOR -- windows have some sort of cotton at the edges which incubates mold; windows very difficult to keep clean because you have to pull the whole window out to clean it -- contravening the whole purpose for my installing new windows -- which was for EASY MAINTENANCE. Rusco used third-world workmen and charged me over $30,000 even though my home is a very, very small rambler and only needed five (5) windows, two (2) doors, and a patio window. Nails popping out of siding, screens cover only 1/2 the window and rims don't meet at the 90 degree angle so flies and mosquitoes get into the house (and the effort to move the screen to the other half of the window is ridiculous because the windows are of such poor quality), outlet/faucet covers continually pop out and off, and, of course, windows very difficult to clean. Rusco left the foundation exposed with jagged plastic from the siding flapping around. I chose Rusco because they were at Sams Club. Because of Rusco's quality, I quit Sams Club and rue the day I chose Rusco to side my home and install new windows! The quality of their product and workmanship is SHODDY and I cringe every time I go to open a window or look up at the fascia and soffits which either don't meet or overlap miserably at joints. My experience with Rusco is they do slipshod work and install poor quality product. I will never use them and will NEVER recommend them to anyone.
Initial Business Response /* (1000, 5, 2014/10/16) */
We are terribly sorry for calling Mr. [redacted]. He is on our DNC since 2011. However, when we converted to a new database system it did not convert over. Again, our sincerest apologies. We only desire to call people who want to hear...
from us and it is usually past customers. This issue has been corrected.
Initial Consumer Rebuttal /* (3000, 7, 2014/10/16) */
(The consumer indicated he/she DID NOT accept the response from the business.)
since their calling pattern has been 3-6 months, I will not accept the response until a year has past and I have not received any more calls. Only then will I conceder this issue resolved.
I am however printing all of this out so if the issue is not resolved, I will have documentation to take to court.
Initial Business Response /* (1000, 5, 2015/06/29) */
Mr. [redacted],
As you know from speaking to Angela, our marketing manager, we are very sorry for the actions of one of our employees. The employee in question has been reprimanded and suspended. I only hope his actions do not reflect...
on the 26 other fine men and woman I employ! You have been placed on our DNC and should not get a call again.
Sincerely,
Jay [redacted]
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 Angela. Until that day I had sung praises of Minnesota Rusco and the work they did for us. I 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 thorough. My experience and complaint was with a person - not the Company. Bravo Rusco. Well done.
Minnesota Rusco has been RELENTLESS about contacting us. I had one of their representatives into our home for an estimate nearly two years ago and was not particularly impressed. I was considering their solutions until I decided to use a general contractor affiliated with my family. Since then, Minnesota Rusco has gone on campaigns to call us CONSTANTLY. The reason I'm finally complaining is because "Dave" has finally too far. He's called both my husband and I. This morning, when I told him it wasn't a good time and we're not looking for an estimate, he had the audacity to tell me "Well, I talked to your husband yesterday and he said you were interested in an estimate." This guy has a listening problem and only hears what he wants to hear. The truth is that "Dave" and my husband spoke four days ago, at which time my husband repeatedly told Dave that we're not in a position to do any home improvements at this time, and that we're absolutely not looking for an estimate and to please stop calling. My husband literally said "Don't call me." Dave pressed him about money and time. Again, my husband told him in small words that he wasn't interested. Dave called AGAIN later that night and then AGAIN just this morning. My call history shows today, 1/14, and THREE TIMES on Wednesday 1/11. Do not give this company your information unless you want to be harassed.
DO NOT TRUST THIS COMPANY!!!!! They came out to gave us a quote on a sliding glass door installation. The quote came in at a decent price and we called them back to schedule the installation. They did not come out on scheduled date so we called them back. They had us take measurement on the opening AGAIN, Confirmed the original price and rescheduled date for them to come out. The salesman made it to this meeting. He AGAIN measured the opening and stated that he needed to go outside and make a phone call. He came back in and stated that the opening was not standard and would therefore be, surprise More money! The opening is 2 windows on a wall and therefore the measurement could not have changed. In fact it was the same all three times it was measured. The only thing that changed was the salesman's price. In fact it went up by nearly $1,000. This new price, he said, did not include moving a heating duct or a wall outlet. The original price did. So, low price to begin with. You schedule them. Then they move the price up and up and up. Don't waste your time!
Thank you, Minnesota Rusco (namely, Mike [redacted]) for fixing our sun-room screens (even though we did not buy them from you) They look great and much stronger than before! Some of the pieces were broken by our dog and the Minnesota Rusco team created a custom fix that really works great. Thank you for the quick turnaround and professional service! The [redacted] from [redacted]
We are terribly sorry that you are unhappy with your windows. If there was something we could do to either the window or the method of installation, be assured, we would. Condensation and the reasons for it have been discussed with you at length. It 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 possibilities. You 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)
My experiences with Minnesota Rusco have all been positive. They are straight-shooters who deliver on their promises...with experienced professionals. I have had them refurbish my atrium...a major undertaking...and they delivered a like-new result. I couldn't be more pleased.