ComplaintsforRo-Mac Lumber & Supply, Inc.

• Initial Complaint

  10/12/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Purchased and paid in full MI windows May 14 2021 from RoMac in Ocala FL. Installation started Dec 2021. All windows had energy performance rating stickers stuck on them. One window did not fit and one that did installed April 2022. It did not have the EPR sticker on it, screen does not fit and frame was damaged. Pictures were sent of damage by myself and RoMac employee. Calls to Romac about this have led to the manager of windows hanging up on me. An employee was sent out to "fix" the terrible installation job on all windows,ill fitting screen and provided a paper copy of EPR sticker. He also stated that I received standard windows and not ones custom to fit my window measurements so that is why so many tubes of caulk were used to"make the windows fit", hence the terrible install job. A customer care rep from MI windows states she cannot find a second order for the window that did not fit. This leads me to believe the damaged window was not brand new. The manager of window department at Romac has not come to see the "fixed" installation on all the windows, the damaged one or screen that doesn't fit. To repeat, he hangs up on me. MI windows has declined to help me and states the problem is with the installation company. RoMac has refunded me $937. However I still have to fix what the outside of these windows and sliding door also installed look like because they are a terrible mess. It will at the least require paint and framing and may need a contractor to make them look professional. I feel I should be refunded back on my***************** the balance of $2147 or close to this amount. This is the original cost of $3334 less $937 less permit fee of $250 .

  Business response

  12/23/2022

  Business Response /* (1000, 5, 2022/10/31) */ When the original install was done on 12/17/21, we discovered 1 window was too small, so we reordered the window. We receveid a phone call on 1/21/22 from the customer notifying us that he wasn't happy with the installation, so we sent out a service tech on 2/3/22 who fixed the caulking issues. We installed the re-ordered window on 4/8, and addressed some additional concerns the customer notified us of regarding the caulking. At this time we also discussed a goodwill credit being issued due to the lengthy time of the installation. We agreed on $500, and this credit was issue don 5/4/22. Despite agreeing to this, the customer then disputed $437 of their credit card charge. We tried calling the customer back, but their mailbox was always full. We sent a service tech out again on 7/1 to address a damaged screen. During this visit, the customer's husband indidicated he was happy with the windows, but that his wife would probably still dispute the charge as she doesn't think she should have to pay anything for the windows. This job has still not been inspected as the customer refuses to meet with the inspector. We've done everything we can to try and make this customer happy, but they have been uncooperative and unresponsive. Consumer Response /* (3000, 7, 2022/11/08) */ (The consumer indicated he/she DID NOT accept the response from the business.) I'm not sure who Romac is trying to contact but it is not me. Both numbers they have as our contacts are fully functional, receive voicemails and no mailbox is full. If they were trying so hard to resolve this what happened to the US Post office? The windows have been reinspected and passed solely based on function definitely not appearance and the permit is closed. My husband forgot the reinspection date and never refused it. The second slider you claim was reordered in Dec. because the first on was too small arrived in April, damaged, no EPR sticker affixed to it and the screen did not fit. The first inspection failed because had no EPR sticker. My contact with MI Windows tell me they have no second order for that slider which did not fit back in Dec. The service tech at the install in April stated the would try to fix the damage. He did try to fix the screen but never attempted to do anything about the damage. He also stated our windows were "standard" and not custom to the opening dimensions. Once again, even MI Windows states the issue is with the installer. Just because a service tech came out to attempt repairs still does not make it acceptable and no one from Romac has tried to make arrangements to review his attempted repairs and see how unacceptable the work is. It is up to me to provide some type of professional like a contractor to make these windows presentable. At the very least paint, trim and other materials at an additional cost to me. Also I need to have someone make the screen fit so I can open the window without getting bugs inside my home. In the original complaint I have acknowledged that Romac has credited my charge card 937 dollars. I am not expecting something for nothing. I am expecting quality workmanship and new undamaged windows that that look good from inside and out. I originally contracted and paid for in full up front something I thought would look nice on my home and it does not. It's ironic how Romac sells MI Windows but that company won't stand by Romac's installation. WE are not uncooperative or unresponsive. Our phones work as do texts or the US mail. Based on all stated above I feel Romac and myself can agree to split the difference on the balance of the original payment less the credit less the permit fee which would be 1073 dollars. Business Response /* (4000, 11, 2022/11/23) */ We stand by our original response and the quality of our work. The reply we received from the customer was filled with inaccurate information. We have installed the windows per our agreement with the customer. The customer has also received a $937 refund. There is nothing further we can do for this customer as the windows are installed properly in their home. We have been in business for 77 years, and stand behind our work, but we will not be giving windows away for free. Consumer Response /* (4200, 13, 2022/12/06) */ (The consumer indicated he/she DID NOT accept the response from the business.) Precisely what I thought I was paying for is the quality of your work that you stand behind for all the years you have been in business. I did not receive that. Please tell me what inaccurate information I have stated. If you stand by the quality of your work and the abilities of your window installers, then send someone out with managerial capacity and knowledge of window installation and see for yourselves the initial work and subsequent attempts to repair. I would welcome them to look me in the eye and tell me that they would love to have had this work done on their own home as a reflection of Romac pride and quality. I have in my previous communications with you acknowledged that you have provided me 937 dollars refund. Once again I am not looking for something for nothing. If you stand by your work and its quality then come and fix the mess you have made, provide me with an undamaged window or fix the damages and provide me with a screen the fits such window as a properly fitting screen would have been made to order for a new, undamaged window.

• Initial Complaint

  09/07/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  ON AUGUST 31ST WE HAD A GLASS INSERT INSTALLED IN OUR DOOR. LATTER THAT DAY WE CALLED BACK AND SAID WE WERE NOT HAPPY WITH THE PRODUCT THEY SAID THE INSTALL MANAGER WOULD COME OUT THE NEXT DAY HE AGREED THAT THE PRODUCT LOOKED UNFINISHED BUT WAS INSIDE THE GLASS AND HE WOULD CALL THE MANUFACTURER, THE CAME OUT TWO DAYS LATER AND SAID IT LOOKS LIKE A PROBLEM WITH INSTALATION? I EMAILED ROMAC AND SAID WE WERE STILL NOT HAPPY SHE SAID THEIR WAS NOTHING MORE THEY COULD DO AND THEN THREATENED US BY SAYING IF WE DIDN'T PAY IMMEDIATELY THEY WOULD TURN US OVER TO A COLLECTION COMPANY. I EMAILED THE CEO (DON) AND HE WAS ARGUEMENTAIVE AND THREATENING AS WELL!!

  Business response

  10/15/2021

  Business Response /* (1000, 5, 2021/09/22) */ The glass insert was installed on 8/30/21. After the install, our installer came back to the office and informed them that the customer said that he would pay by credit card on our website. We set up the payment and sent the link for payment to Mr.*******. He later emailed me some pictures of the glass that was installed expressing that he was not happy with the outcome. In response, we sent out our install maanger, who inspected the door on August 31st and told the customer that he did not find anything wrong with the installation. As the customer was still not happy, we reached out to the representative O.D.L. (the manufacturer of the glass insert) to have him look into this as well. He inspected the insert and the installation on September, 2, 2021 and said there was nothing wrong with the insert or the installation. I have attached a copy of his finding to this email. He explained to the customer that it was just that the framing on the insert was different from the framing that is on the sidelite glass. He did give the customer recommendations as to how it can be fixed by his painter.

*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. ↩