ComplaintsforMinnesota Rusco, LLC

• Initial Complaint

  04/22/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  The contract was signed in early Oct 2023 for work to start on 2/9/24 for a new door. This contract was made on a Wed or Thursday, and I was ill that Saturday. I called the female salesperson that Sat, two days after signing the contract and left a msg asking her to bring the price down by $500.00 or to null the contract. A male returned the call later that week and pushed me toward keeping the contact as is, I did since they had a good rating on BBB. On Feb 9th 1 male arrived on a cold day, it took him from 9:45-to 5 p.m. to complete the work. Once he removed the door, he left the space open for nearly two hrs and sat in his trailer talking on the phone. At the end of installment, the door had the same problems as my original door, but now more cold air seeps in. There was also light coming through the door from outside. I called *********** sent a guy who patched the door frame to hide the light, but air is still coming through. I went to Ruscos main office on 4/10/24 and told the manager I wanted the door replaced and he agreed the measurements were wrong and would get back to me in 48 hrs. That day he told me he agreed with the plan since he asked me what I wanted, but when 2 of his guys arrived, one ordered me with a raised voice to open and close the door, etc, which I did, then he said, "Where's the light!" Referring to the light coming thru the door. This was the same guy that used an adhesive to close the gap two weeks before. It was at that point. I said, Who do you think you are ordering me around and talking to me like that? I felt they only came to harass me so I would withdraw my complaint thru intimidation. They also asked me what were they suppose to do? I told them to ask their boss, it wasn't my job. The manager told me he talked to his crew and they would take care of it, but that didn't happen.

  

  Business response

  05/10/2024

  Our agreement with ***** was signed 11/8/2023 with a clearly stated install time frame of 12 or more weeks putting her install around the middle of *ebruary. She made a 50% deposit in the amount of $2,158. Her door was installed on *ebruary 9th. After the installation we noted that 3 additional screen clips were needed. Before this service was scheduled ***** reached out and mentioned a draft near the hinge side of the entry door. She was scheduled for a service appointment for *ebruary 28th. She called back into our office the following day and cancelled that appointment and rescheduled it for March 27th to better accommodate her schedule. When our service technician arrived at her home, he installed the 3 clips, adjusted the storm door deadbolt keeper, adjusted the entry door lock and weather stripping. She signed the completion certificate noting that all items of concern were completed.
  
  She called again and requested service to come to her home. When our tech arrived he asked her to walk him through what was happening. She pointed to areas that were already addressed during the previous visit and the door was closing perfectly. He asked her to show him where the light was coming through that she has referenced and she slammed the door, walked away, and stated she didnt have time for this. She expressed that she thought we were there to get replacement measurements to give her a new door. When our technician let her know that the door was operating exactly as it should and had been perfectly installed she screamed at him using profanities and told him to get the * out.
  
  We offered a slight discount for the inconvenience when we didnt have the clips but she refused to sign the change order the day of the last service visit. This customer continues to owe the remaining balance of her project and we believe she is attempting to get out of paying her remaining balance. There are no further issues with the door and she remains dissatisfied and refuses to pay.  

  Customer response

  05/13/2024

   I am rejecting this response because: They were mailed the last check, and they should have received it before writing this response. Shotty job, the manager told me he would correct the problem and agreed it was a measurement problem. While I sat in his office, he supposedly talked to his crew about the problem, but that is not what happened. The manager was shown a picture of the light coming through, and they just used a patch to hide it. I paid the reminder since they will ruin my credit, but I intend to go to court for this issue. The whole process was AWFUL, and the door is made of cheap material along with the screen door lock they broke and never fixed.  They actually use bullying so you will accept their dump. 
  
  
  

  

  Business response

  05/24/2024

  This customers final payment has been received.  All items shared with our team had been resolved at prior service appointments.  The most recent visit and any subsequent conversations have been met with hostility and verbal aggression towards our staff.  We were able to resolve the items she spoke with the sales manager about and have no need to replace a fully operational and quality door.  We will reach out for additional photos of any items added in her most recent response to ensure she is cared for appropriately.  She is welcome to reach out to ******* in our office to discuss further details as well. 

• Initial Complaint

  04/17/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  2 years ago, I had Minnesota Rusco do a complete a full bathroom remodel. rusco has a 100% guarantee of satisfaction that they have not fulfilled. There is mold that keeps coming back around the bathtub under the silicone. They have been out to my home 3 times since the remodel to fix the mold at no charge to me. The mold has returned, and Minnesota Rusco refuses to talk to me and work this out. They want to charge me $350 dollars now to fix what they did not fix in the first place. My bathroom had no mold before this remodel by this company and now I do. Simple fix I do not know how to do, nor should I since they always told me verbally, they will fix it if it comes back. When I call them, they hang up on me or put me on hold. When I do talk to someone it is someone, they say they do not know how to help me. They had someone from there company call and say they are their attorneys, but no law firm name given. I have been leaving messages with the company for months for them to come and fix this problem they gave me. No one has returned my call. NO ONE.

  

  Business response

  04/25/2024

  *******'s contract was signed August 17th, 2019. Her project with our company was installed over 4 years ago. At the point of sale we shared that we have a 1 year labor warranty. When she called to ask for this service to be completed we let her know that we would do it but because it has been over a year from the date of install that there is a $250 service fee. When she called our office on April 16th, she screamed at and threatened our staff to the point they needed to end the call. She proceeded to call our office 24 times between 11:11 and 12:27 threatening and screaming at anybody who answered the phone. Our attorney and the police were contacted. When our attorney reached out and introduced himself as such she asked if he'd like to speak to her attorney and hung up on him immediately. Because the conversation was abruptly ended he was unable to share any further contact information with her. 

  This is the second time our company has had to have police involvement due to threats of harm to our staff by *******. Due to the continued threats, we do not feel comfortable sending any of our staff to her home and recommend she reach out to a handyman service for her annual caulking requests. 

• Initial Complaint

  02/29/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  October 27, 2023, contracted with MN Rusco, salesperson Victoria ******* Waited the 3-day recission period, did not cancel. 11/15/23-contacted **** regarding concerns with size of the appliances in the bathroom. 12/5/23-Rusco-Remeasure, **** and ****, Project manager: Remeasured Delete cabinet over the toilet Add recessed mirror Add 21 vanity Add insulated tub January 30 2024: 9:17am-I SENT EMAIL TO **** AND JEN:1.*********, this is an attempt to get my project completed. You had me take a loan out with the company of your choice. You've had me waiting now for 3 months. I am requesting a refund of my money or a start and finish date for this project immediately. 1/30@1:37PM TC RUSCO. 2/5-TC FROM RUSCO-Manager, *********************************. Says they are waiting for a vanity. If I havent heard from them by Monday, call back. 3:51PM-TC FROM RUSCO , they will start next week, 1/31@10:33AM call from ***** TO SCHEDULE 2/7-2/9. Work initiated on 2/7 1.left shower/tub install unfinished. Contractor said *********** city inspector will not pass until finished. 2. electrician stated, Rusco needs to address the electrical issue behind the medicine cabinet before replacing the medicine cabinet 3. no medicine cabinet reinstalled. I have made several calls to Rusco, the salesperson, the manager who told me to call as needed-doesn't answer my calls and the project manage who I've never talked to. I need this project finished ASAP......Rusco has 30K of my money but I to date don't have a finished bathroom.

  

  Business response

  03/08/2024

  We're sorry to hear that ******************* is unhappy with the progress made on her project. At the time of signing her contract we very clearly stated an expected install time of 16 weeks for her project. We were able to beat that estimate and had her bathroom installed 2 weeks early with the exception of the medicine cabinet and 1 piece of outside corner trim on the top of the shower. At her install, ******************* signed a document noting that the project was completed with the exception of those 2 items and that the electrician was already scheduled to come out to her address. This is done separately and based on her availability. We have the trim piece and medicine cabinet at our location, scheduled for installation on Monday 3/11. Our office attempted to reach her today to remind her of this appointment. During that call our team was met with a recording that our number was blocked. 

  If ******************* has any additional questions or concerns she would like to discuss we welcome her to give our office a call and speak with *******. 

• Initial Complaint

  01/22/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have been working with MN Rusco since Dec **************************************************************************** my townhouse. I believe they began installation in March 2023. The whole process was an absolute disaster with many issues. But the main issues that remain are the front door and the sliding patio door. The patio door hits the frame of the door before it closes instead of going smoothly between the frame. I was told to wait until spring to see if the door/frame "forms" and stops doing that. But the other patio door doesn't do that. The front door is the main issue. It feels like there is no insulation on the right and left 5-6 inches of the door from the top to the bottom, which causes the door to be extremely cold. So much that condensation builds up just on those edges and drips down the door. My shoes that sit inside the door are always cold because so much cold air gets through. I can feel a temperature drop as I walk closer to the door. The other issue is the deadbolt does not line up with the plate on the door frame. I have to put all my body weight into the door from the inside to get the deadbolt locked. This means I can't even lock or unlock my door from the exterior because I can't get enough leverage pulling on the door handle to get the deadbolt loose! My front door is completely unusable as an entry/exit of my house.I have called and emailed so many times. It usually takes 2-3 emails and/or calls into MN Rusco to even get a response from anyone. They keep making excuses for the front door. eThe last answer I got was, "Well, it is what it is." Not acceptable. I paid MN Rusco, oh, another story. They forced me to pay the 2nd half without the job being done and tried to use extortion and pay me off to not talk bad about them! But threatened me to pay the 2nd half, so they have all my money and the job is not finished to acceptable standards. My last 2 requests have gone unanswered. I'm so tired of dealing with them.

  

  Business response

  01/31/2024

  Our service department has promptly answered or returned every call this customer has made to our location. Our service technician was out at their home in November and made an adjustment to the door which was signed off on as complete. The customer called a month later which resulted in the project manager visiting their home in December. We show no additional calls past December from this customer. We will follow up with ****** tomorrow to discuss any additional steps that *** be taken to alleviate the concerns she has. 

  Customer response

  02/04/2024

   I am rejecting this response because:
  

  This is plain false. I both email and call with issues, and I have definitely NOT gotten responses to all. I'm not going to waste my time going back through them all, but I reached out to BBB because I'm so tired of trying to get ahold of you to just get blown off when people come to fix things that were never right from the start. 

  Also, you did not reach out to me as you said you would in your response. I still have not heard from you.

  I signed off on work because everyone keeps giving me the "wait and see" answer. The Nov visit new that things still weren't right and they said they would report back to MN Rusco to reach out to me to see next steps and that never happened. The last visit, the door was adjusted and it was better for a few hours, but by the end of the day, it was back to the deadbolt not aligning. I emailed, I believe, the next day, with no response. I also got the answer that day of the adjustment might fix the cold edges (admitting it's a problem!). I said, that doesn't seem likely. So in my email I believe I also mentioned that. 

  When it got cold a week ago, the alignment worsened and I could barely get the deadbolt locked at all. And lots of cold air was getting in due to the poorly insulated sides of the door. 

  The reason why I have to keep calling is because they keep giving me wait and see answers or blowing me off or giving there's nothing more I can do today answers. What am I supposed to do with that?? If they would just do the job right, we could be done and you wouldn't hear from me! 

  Doors being properly insulated and closing/locking properly are pretty basic expectations, yet I get blank looks from the people that give half-hearted attempts at fixing it.

  At this point, I don't know that they can fix it since they have failed so many times, so if that's the case, I want a full refund for cost/labor of the front door and upstairs patio door so I can hire someone that can do the job properly. 

  
  

  

  Business response

  02/15/2024

  Two members of our team went out to visit with ****** this afternoon. During the visit it was discussed that the reason for the problems with the door latching appropriately was linked to the hardware that she purchased for the door(not ours). We offered to replace the door handle with one of our own, along with the other door in her house, so they could still be keyed alike. We determined that a new sash will also be ordered for the patio door to resolve the concerns she has with how it slides. 

  During the visit our staff was unable to notice any temperature difference as described. We recommended she obtain an energy audit. If anything is found in that audit we would be happy to re-address with her at that time. We will be following up with information on Energy Star Ratings for the entry door she purchased as well. 

  Customer response

  02/18/2024

   I am rejecting this response because:
  

  The reason it's not closing/locking correctly should not be due to the hardware as locks/doorknobs are universal. You can swap them out, which I have done on my last 4 houses without issue. I was also told at time of purchase that it was fine to use my own hardware. However, I do appreciate the offer to replace both to see if that resolves the issue. I was also told that "slamming" the door is how all doors close. No.

  The comment that no temperature difference was detect is purely false. They very reluctantly admitted that there is a temperature difference when comparing the right and left edges to the rest of the door. I was also told I could get a free energy audit; however, I have found no free audits. The only audits I can find cost $70-100. I don't need to pay someone $100 to tell me something that I can feel very easily. The temperature difference from the center of the door to the right/left edges is obvious. I can also feel cold air simply walking by the door. So if MN Rusco pays for an energy audit, I would agree to that. Again, I'm not paying $100 for what I know to be true, and MN Rusco also admitted.

  
  

  

  Business response

  03/02/2024

  As previously noted, our staff has not confirmed any noticeable difference in temperature around the door. Our offer to address any problems found with an energy audit stands. We would consider reimbursement of the energy audit fee if a free one cannot be found should it identify a problem with our work or the products installed. 

• Initial Complaint

  12/11/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Rusco remodeled our bathroom. When the building inspector was onsight, I believe that was in March or possibly April of 2023, he asked for pictures of proof a vapor barrier was installed; I pointed him to Rusco for that info and understand he contacted them directly for those photos. I also followed up with Rusco and they confirmed they were in contact with the inspector and understood the request. I have called Rusco many times since (10 calls since Oct 24 plus many others between April and Oct) to find out where we stand. They have told me they would follow up with the inspector (3 calls to me up to Oct 31) to get this resolved but nothing has been done. I've called them 6 times since Nov 16 requesting an update but no one is returning my calls. That was the same experience in April, they said they were looking into but then stopped responding; they're now doing the same thing.

  

  Business response

  12/20/2023

  Our team has been in communication with ****************** in regards to his concern. We have reached out to the inspector on multiple occasions since this was first brought to our attention and are awaiting a response to assist with closing the open permit for his project. 

  Customer response

  12/26/2023

   Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and while I disagree with their response because they had ghosted me on multiple occasions over a 9-month period when they found out what was needed to finalize the inspection, they have offered to and ordered additional materials to make this right so until or unless they do not actually follow through on their commitment to make this right, I find that this resolution is satisfactory to me.

   

  Thanks 

• Initial Complaint

  09/18/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Issue began in February of this year. Met company rep in my home and after the consultation ******* informed me that I would be receiving a $50.00 gift card from Home Goods just for letting ******* explain the product and give me a quote. A couple of months ago I contacted the company to ask about the gift card and the person I was talking to asked if she could call me back, I said yes. Today is September 16 and still no gift card.

  

  Business response

  09/28/2023

  We apologize for any miscommunication that *** have been had as we were not running a gift card promotion during the period of time when this customer had their appointment. We will get a gift card in the mail today.

  Customer response

  09/28/2023

   Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.  However, the business should change how when and when the representatives communicate their promotions to the customer  *******. (she) was adamant that the gift card was given to customers who allowed the representative into their home and provide a quote. 

• Initial Complaint

  09/06/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Contacted contractor for possible warranty issue with installed window. Found a response in my junk mail and responded to the suggested information.Email, phone calls and additional online service request form has not provided any communication from this contractor to provide closure of this issue.Issue - fogging of window within the glass sealed area of the triple pane glass. No onsite visit was conducted by the contractor when first reported and glass was opaque during the spring months.Went with this contractor for what appeared a good warranty claim resolution process if required but found this not to be so with no return of communications.

  

  Business response

  09/12/2023

  We sincerely appreciate this communication regarding your warranty. We sincerely apologize that our response to your original inquiry ended up in your junk email folder. Since that time we do not have further record of contact and were under the impression that the information we provided was helpful in resolving your issue. That was clearly not the case. As a result, we have reached out via phone today to schedule you for a service inspection of the issue you are experiencing. Should there be evidence of a seal failure in one of your windows, that will be covered under the manufacturer's warranty and will be replaced for a nominal service fee since your project is outside the original one year labor warranty period (9/28/21-9/28/22). We appreciate your business and your feedback. Please feel free to reach out to us at any time with future service and warranty concerns.

• Initial Complaint

  08/30/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Windows off line after paying $30,000,00 for windows with a ******** lifetime warranty have to pay more money

  

  Business response

  09/12/2023

  We sincerely appreciate this communication regarding your warranty. While your complaint provides very few details, we do acknowledge that we provided you with windows and a door that were installed in February of 2022. The products carry a lifetime warranty and the installation carries a 1 year labor warranty. Outside of that time frame, there is a cost to have us come out and complete warranty services on the products under the lifetime warranty. This is a nominal and reasonable cost simply to cover our services. We would be happy to schedule your service appointment at your earliest convenience. In fact, we made sure to reach out to you via phone today to set that appointment. We appreciate your business and your feedback.

• Initial Complaint

  08/10/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We had a new door and a front and back storm door installed, October 2022, during the winter we noticed our storm door would not open it gets stuck on the wood. In the beginning of the summer we noticed we were unable to put the screen in the front door storm door.I've attempted to contact Minnesota Rusco several times and left messages and attempted to send a few emails for a service request and I completed the service request online. I have not received a response. Im truly disappointed in the customer service and the broken promises. I'M requesting someone to come to come look at my doors and repair our problem.

  

  Business response

  08/24/2023

  Thank you for this message. We sincerely apologize for your experience. I understand now that our warranty team has been in contact and you are on the schedule for an upcoming service visit to address your concerns. We appreciate you as a customer and look forward to providing excellent service moving forward. For future reference, the best way to register a warranty service claim is to visit minnesotarusco.com/service and complete the short form and someone will reach out in a timely manner. This way we have a direct record of your contact as well.

• Initial Complaint

  07/24/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Purchased 2 different orders of windows both with problems, between the 2 jobs I've paid roughly $8000. The bedroom windows do not close all the way or latch because they are installed crooked. The main window in my living room was not caulked correctly and there is a self tapping s**** through the **channel which the city inspector did not pass and said requires re-replacement due to damaged caused when installing. They also mentioned a high likelihood of there being water damage behind the window due to Improper caulking. In the winter cold radiates from the windows as if they were not insulated correctly or leak. I have been trying to get this problem resolved for the last 4 weeks and have not received a return phone call from the Business. We did have someone come out to look at the windows but brushed it off as "that's just how they are". I'm not sure if windows that don't latch is a specific feature of this company or not but I would certainly like it replaced or refunded to have it done properly.

  

  Business response

  08/01/2023

  We apologize for any inconvenience experienced by ****************** while we transitioned to a new computer system. We have been in contact and are scheduled to provide service for the windows he has expressed concerns about on August 7th.

*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. ↩