Complaints

• Initial Complaint

  11/07/2022

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  Date of purchase: 01/19/2022 Purchase of windows and patio door for addition Windows were picked up missing hardware and screens, 3 windows were received with damaged nail flanges and cannot be installed. was informed by ******************************* that ******** would order out and arrange repairs to the windows, now i am being told that there will be no repair work performed and either i need to pickup the parts or they will deliver for a fee. Also i was informed and it was agreed upon when the missing hardware came in that R&K would come out and install the hardware on the windows, i was also informed and agreed upon that they would deliver the screens and the screen doors for the patio door when they came out. i had some one stop by and they did not provide to them at time of pickup.

  

  Business response

  11/09/2022

  Upon receipt of the complaint, we immediately investigated the situation on our end to see what happened. Our Sales Manager called **************** to discuss the details, and then met with the salesperson and service technician. All the missing parts have been identified or ordered and we have scheduled a service call for November 29th between 10am and Noon, which is agreeable with the customer. We understand that these steps toward resolution are intermediary and we still need to meet and fulfill our service call. Please be sure to advise us what next steps are required to resolve this complain with the BBB and the customer so that our standing is not negatively impacted.

  If you need further information, please contact me directly:

   

  *** *****************

  Marketing Communications Manager

  ************ cell

  *****************

  Customer response

  11/10/2022

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  ***********************
  
   
  

  Customer response

  12/01/2022

   ******, 

  I need to have the above mentioned complaint reopened.

  1) R&K did not perform all of the repairs that needed to be done per the complaint that was agreed upon. the nail flanges on 3 of the windows were to be replaced. I only wanted the windows brought back to what I should have received. i was informed that they had these flanges but they were not brought out.

  2) Yes R&K did deliver the missing Hardware and screens for the Casement windows, but they also agreed to install it on the windows.  which they did not do. 

  
  

  

  Business response

  12/02/2022

  Hello ****************,

   

  Thank you for your patience while I researched the most current information related to this case with both my Sales Manager, *********************** and our Department Manager, *********************. At this time, our understanding is that we have resolved all issues. I will list them below for your review - please ensure that our understanding and your expectations match, and let us know right away, by contacting us directly, if anything here is still pending in order to meet your needs. Again, we express our sincerest apologies that this series of unfortunate mis-steps an misunderstandings led you to file this complaint. It is our goal to resolve any and all issues as quickly as possible.

  1.Damaged nail flanges were removed and replaced with new ones.

  2. Casement hardware has been delivered and installed.

  3. Insect Screens were originally ordered and approved in the wrong finish, as approved by customer. These screens have been delivered but were requested not to be installed. New insect screens in the correct and desired finish of maple veneer have been ordered and are scheduled to arrive 3/20/2023 (supplier lead times are extended currently) and this was confirmed in an email from Zak to **************** on 11/30. I don't have details on whether these are requested for delivery or installation, but we will confirm this and schedule this for follow up around the estimated delivery date in March.

  ****************, please don't hesitate to reach out to ***** or *** directly and/or to **************************** if you have any further needs related to this issue or if any of the above resolution items are not listed accurately or have open action items.

   

  Thank you,

  *** *****************

  Marketing Communications Manager

  R&K Building Supplies

  ************ - *****************

  Customer response

  12/19/2022

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  ***********************
  
   
  

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩