ComplaintsforMinnesota Rusco, LLC

• Initial Complaint

  05/03/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  We purchased windows and a sliding glass door for our entire home last summer. We patiently waited for materials to come in and an installation crew came in January to install everything. They claim they wait until they have all materials, however that was not the case. I have had to have Rusco back to my house multiple times and my project is Still not complete now in May. I've called multiple times and have left messages for those who are supposedly able to help me and only Once did I receive a call back only to be told that the person who I really need to talk to is ********************* their VP of Operations. I've left him numerous voicemails, and the one guy even read aloud to me the email that he sent to both ***** and ***** asking them to return my call. I still need the trim around my huge window completed, the screen door on my sliding glass door installed and brought back to me. This same window leaked water as we waiting months for someone to even come out to attempt to finish the job and we have dealt with a draft from our sliding door all winter long. As the snow melted, I've had to clean my yard from wood, nails and parts of windows due what the installation crew left behind as well. I've truly had the worst experience and would never recommend them to anyone. This is basically due to the poor customer service, lack of communication and sloppy project management.

  

  Business response

  05/12/2022

  Our team is working towards resolving all outstanding services for this customer. We've ordered additional parts for their project with an estimated arrival time this month. ***** has reached out to the customer and followed up with an email to discuss the issues that have arisen during the project and possible discounts that could be applied. We will finish the project as outlined in our agreement so the customer is left with a beautiful finished product they can be happy with for years to come. 

• Initial Complaint

  02/15/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I ordered windows for my entire upstairs in my house the beginning of March, 2021. The windows finally came in September of 2021 and all windows were ordered with incorrect sizes. I was told that the company would put a rush order to only get the new windows 5 months later. After repeated attempts to contact MN Rusco to have a manager call me back to discuss this, not one manager called me back within those 5 months (September to February). I finally get a call to schedule the install and I said that I would not schedule the install until a manager called me back. Finally someone called me back to only robotically tell me the company policy and refused to remedy the situation. She said they will not do anything to help us until the windows are installed. So we reluctantly scheduled the instal for today 2/15/2022 and the contractor showed up and informed me that the picture window for my living room was broken. Not a single person from MN Rusco called to tell me the window was broken. This is the worst company I have ever had to deal with. I cant get a single manager to ever call and talk to me and they refuse to offer any help with the situation. I will not pay another dime for these windows until I get compensation from this nightmare.

  

  Business response

  02/23/2022

  *****, 

  We appreciate the feedback you are sharing in regards to your project and understand that this has been a frustrating experience. Our goal is always to provide a Five star experience. While we may have fallen short this time we will continue to do what we can to fix the situation. We take accountability for the errors made with your window order that further extended the install timeline from what we originally estimated. At this time we have all but one window installed due to the crack in the glass referenced in your message. We are set to have the replacement glass in this week and will be reaching out to get it installed as soon as possible. We are confident that at the end of this project you will be left with beautiful windows that you will be able to enjoy for years to come. 

  For matters resolving compensation, our policy is to have those discussions at the end of a project so we are able to guarantee complete satisfaction with the finished project first. This allows us to take all factors into consideration when making an offer for further discounts. A representative from our organization spoke with you and your husband separately last week making a fair offer for a $2,000 credit towards your project. We spoke with him again today as a follow up and are waiting for a response. Please feel free to reach back out to this same representative with any further questions or concerns. 

• Initial Complaint

  01/10/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Horrible, I signed a contract on December, 2018 to have my bathroom floor, bath wall and install shower glass dorm. They said their work guarantee forever. They installed date was mid March 2019 and I called them on January 2020 to notify the shower door leaking water. I recently called them again on November 2021 about shower door leaking issues. I spoke supervisor or manager, they just gives me lip service (she keeps saying she is going to get to the bottom of this and call me back) She doesn't call back and doesn't let me know why the job isn't getting done. Poor customer services, I regret using this company.

  

  Business response

  01/18/2022

  We understand the wait to get your current service resolved may be frustrating and apologize for any inconvenience this may be causing you.Please know we are doing everything possible to ensure it is dealt with properly. Our team has been to your home to assess what needs to be done and communicating consistently since youve brought this to our attention. Our team is coordinating with the custom glass provider to have your shower door adjusted with an appointment scheduled for 1/18. Previous calls in December of 2019 resulted in a completed service with no additional concerns noted from you until recently. Once the custom door service is resolved, we will return to complete the additional items youve requested. Finally, to clarify, we provide a one year labor warranty and all products include a limited lifetime warranty.We look forward to completing the service for you and leaving you happy with the finished product.  

  Customer response

  01/18/2022

   I am rejecting this response because:
  The Glass door company came in today and spent 10 minute to replace only glass seal trip and left. They did not test shower leaking door or care my concerns. Sad, the issue is there. 
  
  

  

  Business response

  01/26/2022

  We understand that this situation is frustrating for you and are doing what we can to help with resolving the matter. Unfortunately the custom glass provider that visited has pointed to the shower base as being the problem. We have a visit with our project manager scheduled to verify this information this next week. If this is the case we unfortunately would be unable to resolve this problem as we did not install your shower base. We will gladly continue to provide service for items we installed as part of your project with us and point you in the appropriate direction for the shower base if that is what is determined to be the cause.

*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. ↩