Complaints
Customer Complaints Summary
- 1 complaint in the last 3 years.
- 1 complaint closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe complaint text that is displayed might not represent all complaints filed with BBB. 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.
Initial Complaint
Date:10/22/2024
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
On September 11 2024 I walked in R&B solutions and talked to a sales person about purchasing and having a 12x25x10 carport cover installed approximately 3/4 of a mile from their front door at my deer camp down the street directly across from where they are located, I left a $500 deposit and over a month later a came back to discuss scheduling because I thought the 2-3 hour job from their own mouth would have long been completed, so they came up with the week of October 21 st which they quickly changed to a definite October 25 th between 3-5 in the afternoon, I made special arrangements so I could be there and now they call me yesterday and say it will now be November 1st between 3-5 which is a planned out vacation week i go hunting this week every year, I reached out to get back my $500 deposit and now they refuse to talk on the phone or E mail, ***** ******
Business Response
Date: 11/11/2024
Customer did place his order on 9/11/2024. The order was processed on 9/12/2024 where a site pic was requested. We received his site photo on 9/20/2024. The lead time for installation begins once that site photo is received showing **** the site is ready for install. At the time the customer placed his order our lead times were averaging 4-6 week weather pending. We schedule our oldest installs first, though the customer is right down the road, there were other customers that placed their order before him that we were attending to first. When customer inquired about a schedule date he was told we were aiming for the week to 10/21, but was not given a definitive date yet. We would reach out shortly for the definitive date. He was given a date of 10/25/24 with an arrival time frame of 3-5pm, this put the customer right at 5 weeks from the date we received the site photo. After each scheduling call all customers are made aware that ALL DATES AND TIMES ARE SUBJECT TO CHANGE usually due to the weather. Hurricane ****** hit the first week of October, this put MANY of our crews behind scheduled as we had 2+ weeks of rain and flooding following this hurricane. This customer was one of those that the scheduling was affected. We called on 10/21 to inform him we would be adjusting the schedule 1 week and we would be out on 11/1/24. Customer did not like that we changed the date despite us letting him know this was due to weather, he became furious and threatening to cancel. We got with our install manager and he agreed to pay a crew overtime to come out the weekend of 10/26/24 to install to help please the customer. The customer was not willing to work with us on this and wanted 10/25/24 or to cancel his order, there was no changing his mind. on 10/24/24 customer officially canceled his order. A deposit refund of $$330.82 was written on 10/24/24 and mailed to the customer. The other $169.18 was not refunded as material was already run for this structure, per our terms and conditions which attached, "In the event buyer cancels this contract prior to installation, buyer expressly consents to the forfeiture of their deposit and/or additional payments to be retained by Seller as liquidated damages for buyer's termination of this contract. This provision shall be in addition to any legal or equitable right the Seller may have for a
breach of this agreement by Buyer and shall not serve as a waiver or be the exclusive remedy of Seller upon a breach by Buyer."
We refunded partial deposit in good faith effort to try and please the customer, in this situation we tried to remedy if prior to the customer canceling but he was unwilling to work with us to come to a resolution.
BBB Business Profiles may not be reproduced for sales or promotional purposes.
BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.
When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.
BBB Business Profiles generally cover a three-year reporting period. BBB Business Profiles are subject to change at any time. If you choose to do business with this business, please let the business know that you contacted BBB for a BBB Business Profile.
As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation. BBB charges a fee for BBB Accreditation. This fee supports BBB's efforts to fulfill its mission of advancing marketplace trust.