ComplaintsforRF Installations, LLC

• Initial Complaint

  01/31/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a security screen door from ********** which was installed by RFI Installations in April 27/28 2023 by ***********************. I notified ********** that I was not pleased with the security screen door and wanted it removed and returned. I corresponded with ******************************* the Field Manager for RFI west coast support center to arrange a day for them to remove the door and return it to **********. Finally 3 months later ******************************* scheduled July 21,2023 to send one of their employees to remove the door. Employee *********************** was sent to remove it and when I asked for a receipt he told me that ********** would contact me. I thought this was reasonable at the time because he was a contractor with **********. At that point I began to wait for ********** to credit my account for the return of the door. I had already paid $500 on the purchase price of $1512.68 for the security screen door.I had to file a dispute with ********* ********** because my account was never credited for the return of the door.Citibank ruled in my favor in the dispute and ********** sent me a check for the $512.68. I began to wait for my ********** account to be credited $1000 for the balance of the returned door.The credit never arrived. On Dec 18 2023 I received a letter from ********** in Gray, ********* stating that they were reversing the decision on my dispute and holding me responsible for the full amount of the door that was removed and returned to them, in the amount of $1512.68. Neither ********** nor RFI Installations has told me what happened to the door they removed from my house. ********** is ignoring my numerous letters and Ive not gotten a response from RFI Installations yet to letter sent 1/22/24 as of yet.I am not responsible for the loss, theft, or disappearance of this door. It was removed by RFI Installations who contract with ********** and whom had the duty of care to ensure the door was properly returned and the return logged.

  Business response

  01/31/2024

  Thank you for the information your provided on this security screen door.  We will review in detail and provide a full response after our review.  I received your letter this afternoon (01/31) and will review that as well.

  Customer response

  01/31/2024

  I'm attaching the correspondence from  ******************** showing the scheduling of the removal of the door as well as the last letter I sent to ********** and the first one sent to RFI Installations.

  Customer response

  01/31/2024

  I'm attaching the correspondence from  ******************** showing the scheduling of the removal of the door as well as the last letter I sent to ********** and the first one sent to RFI Installations.

  Customer response

  01/31/2024

  I'm attaching the correspondence from  ******************** showing the scheduling of the removal of the door as well as the last letter I sent to ********** and the first one sent to RFI Installations.

  Business response

  02/01/2024

  We have reviewed this matter.  According to our independent subcontractor (not an employee), the door was removed and returned to the local store on 07/22/23.  Any additional concerns should be addressed directly with the local store.

  Customer response

  02/09/2024

  I am rejecting this response because:   
  I got the response saying that RFI had gotten my BBB complaint and would respond to me. I have waited and it has been ten days and I have received no further communication from RFI Installation.

  i wrote RFI a letter on the 22 of January and it was indicated in their BBB response that it was received however as I said there has been no further response or contact from RFI Installation to resolve the matter of the missing door.

   

  I am still requesting that RFI Installation work with Home  Depot to investigate what happened to the door RFI removed from my home l.

  Customer response

  02/09/2024

  Hello

  I had just rejected the response from the business however I did not notice that I had received another response from the business on here.

  I am going to respond to the response and continue our discussion on the matter with BBB oversight.

   

  Customer response

  02/09/2024

  I see the response from RFI stating that the door was returned to the local store.

  1. Can RFI provide the store number to the ********** that they returned the door to?

  2. Can RFI provide documentation to me showing their records of the returned door. I need this information to continue my dispute with ********** because they are charging me for this missing door.

  Anything else related to this matter that RFI can forward to me would be helpful in my ongoing dispute with ********** because ********** is already charging me interest on this debt that I do not owe and is impacting my credit rating.

  Customer response

  02/11/2024

  I have a question, what ********** Store was the Security Screen Door delivered to and is there an exception signature? Store number drop off please! Thank you

  Customer response

  02/11/2024

  I have a question, what ********** Store was the Security Screen Door delivered to and is there an exception signature? Store number drop off please! Thank you

  Business response

  02/13/2024

  Thank you for this email.  As previously indicated, according to our independent subcontractor (not an employee), the door was removed and returned to the local store on 07/22/23.  Any additional concerns should be addressed directly with the local store.  We would not have access to any log documents with the local store.  Please reach out to the store you purchased the door from for additional assistance.

  Customer response

  02/13/2024

  Who is your independent subcontractor that remover the Security Screen Door from my home at ******************************************** **** **. ***** on 7-21-23 and what is his name? I need this information, I am being charged for this door plus interest and my credit is being threatened!  Please, this has been a nightmare, sleepless nights and not able to eat! 

  Customer response

  02/13/2024

  I need to be provided any and all info and documentation you have available about your return of the door to the ********** store. ********** will not respond to my emails or letters anymore and are simply saying that I am responsible for the missing door.

  Your company knows this not to be true or accurate because you acknowledge you returned the door to **********.

  Customer response

  02/16/2024

  I am rejecting this response because:   

  I need to be provided any and all info and documentation you have available about your return of the door to the ********** store. ********** will not respond to my emails or letters anymore and are simply saying that I am responsible for the missing door.

  Your company knows this not to be true or accurate because you acknowledge you returned the door to **********.

• Initial Complaint

  01/20/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  The company's information: RF Installations, LLC,*******************************************************************. This company's contractor was hired through ********** to install my front exterior door. Date of transaction: Contractor came to our house in September 2023, collected all measurements needed, Door purchased 10/2/2023, door arrived at ********** 12/15/2023. ********** & myself have notified contractor about 8x since 12/15/2023 just to schedule a date to install door. He has not return our call or notify *********** The first two attempts, contractor stated he was busy and will return our call, now our calls just go straight to his voicemail. ********** has sent several emails, I have personally viewed them. We paid ********** $3,085.82 on 10/2/2023, $1,375.61 was for the install service fee. ********** stated door would be installed no later than 2 weeks of doors arrival which was 12/15/2023. Today is 1/20/2024, we have not heard from the contractor. I need more work done to our house but we can't move forward until the door is installed first. This is my first attempt through the BBB, I have tried to email company, email would not go through? It stated I don't have access? My ********** receipt has an order # H0989-435030 Receipt # **************** PO/Job name: PO ******** I'm requesting this job get finished by a professional installer or I want a full refund.

  Business response

  01/23/2024

  Thank you for bringing this to our attention.  We apologize for the delays in getting ************* scheduled for installation.  We understand our subcontractor spoke with you 01/22 and that you are currently scheduled for an installation on 02/05.  If this is incorrect, please let us know.

  Customer response

  01/23/2024

  *************************** finally called me back today, 1/23/2024. He stated he would be out to install our door on February 5.  I truly hope he follows through. We have been waiting since 12/15/2023. 

  Thank you!

• Initial Complaint

  01/17/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Made a purchase through ********** for 4 doors to be installed in our home, purchase was made on 10/24/23, and we have been paying installments for the doors and installation. Install was scheduled for 12/14/23 through RF installations. On 12/14, installer did not complete job. 1 of 4 doors (double door) was hung incorrectly so that it does not close, also installer damaged frame on install and did not complete installing hardware. Another door, the installer attempted to install the door but the opening was not large enough. In attempt to install this door, the installer damaged the new door frame that we purchase, as well as the hardwood floors around the door opening. Installer informed us that the opening would need to be larger (we completed this to allow install), and they would be back to install after the new year. ********** was informed, RF installations (***********************) were informed via phone on 12/15 and sent an email and pictures of damage on 12/15, 12/16 and contacted again on 1/5/2024. There has been NO CONTACT since 12/15 regarding the status of this issue, plan to complete this job or how to repair damages. I need contact from RF installations regarding when the installation will be completed, errors will be fixed and by whom, who will cover the damages that were made to the newly purchased doors and hardwood floors.

  Business response

  01/30/2024

  Thank you for bringing this to our attention.  We apologize for the multiple delays and issues you have experience with this project of *************.  I understand that our local field manager and a representative of our authorized independent contractor met at your residence recently to review the issues and determine an agreed upon plan of action.  Without going into specific details of what was agreed upon, I do understand that a new frame and door will be be ordered and installed.  The local store will handle the ordering and will contact you and our authorized independent contractor with an update on the estimated arrival.  Upon arrival, the installation will be scheduled.

  Customer response

  02/13/2024

  There were 2 reps ******* and ***) who came out to inspect the job on 1/30. We discussed reordering and replacing the doors (2 out of 4) and that they would be reordered through *********** Also, came to an agreement to be reimbursed for damage to our flooring. However, I still haven't heard back from anyone regarding a time line of when the new doors will come in, so I don't know when the reinstall will be, how that job will go, if i get reimbursed for damage....etc. I'm hesitant to close this complaint because, although my concerns were finally acknowledged, nothing has really been resolved yet. I ordered these doors on 10/24/23, install was on 12/14/23, and i'm still waiting here without a completed job and paying for it on 2/14/24. 

  Business response

  02/20/2024

  We apologize for the inconvenience this has caused.  I understand that our field manager received additional information on the arrival date for your door today.  I believe she reached out to you to share the estimated arrival date.  Please contact our field manager directly if there are any additional delays or concerns.

• Initial Complaint

  12/31/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I hired RFI through ********** to manufacture and install my wood custom door in which I paid $7,000 for. The installer kept rescheduling for various minor reasons and the most recent reschedule was on 12/29/2023 due to ********** taking too long to give him the door on the day of the install so he left stating that he had better things to do. The installer's name is *************************** #******D10812. I tried calling his supervisor several times throughout this process and he never once responded or called back his name is ********************* (Manager). These guys are so incompetent that it is not funny. The installer actually hung the phone up up on me while I was talking and would not answer when I called him back. This company is disgusting the way they handle their customers and customer service. I JUST WANT MY EXTERIOR DOOR INSTALLED THAT I PAID $7,000 for..... RFI never answers the phone or shows up for appointments after you pay your money so BUYERS BEWARE!!!!!!!! RF INSTALLATIONS are some scammers. RF Installations job PO#********

  Business response

  01/08/2024

  We apologize for the unforeseen scheduling issue on 12/2 with the door you purchased.  We also apologize that our local field manager did not respond or call back when you attempted on several occasions to reach him.  He was out of the office and his voicemail was full, which may have created unnecessary inconvenience.  We understand that ************* was installed on January 01 and that you signed off on the installation.  Thank you for brining the issues you experienced during the installation process to our attention.  We hope you enjoy *************.

  Customer response

  01/08/2024

  I have reviewed the business response and accept this resolution. However, the company rescheduled several times without showing up before installing the door. The installation went great once they finally arrived to complete the job after several attempts to get them to complete a job that was paid for in advance. 

• Initial Complaint

  11/15/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Storm door installation defects Door came off of the house. Not properly installed.

  Business response

  11/28/2023

  I understand that our local field manager communicated with you through text messaging 11/16.  During the communication, it was confirmed that you had repairs made by a local handyman.  You requested information on how to be reimbursed for the expense.  I understand our local field manager asked that you discuss with the local store.

  Customer response

  11/28/2023

  I am rejecting this response because:   I have yet to be refunded the ****** I paid for the handyman top repair the door.

  Business response

  11/29/2023

  Good afternoon.  Please contact the local store to discuss the reimbursement.  We partner directly with the local store to address any financial reimbursement.

• Initial Complaint

  10/18/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Please see attached letter from USAA. They denied our claim because of “ faulty, negligent …workmanship” by the ** *********. A third party adjuster was sent out to determine this. I believe this opinion and evidence should support my claim against these two companies. If necessary, I can contact the third-party adjuster, who by the way also works for Sedgwick but was contracted by USAA to assess the damage. I am sending you a response to Home Depot’s denial (via bbb), as soon as I can. Sincerely, **** **** 

  Business response

  10/25/2023

  We continue to work with Mrs. **** on this matter.  We have been in email communication with her prior to and since the filing of this complaint.  We continue to review documentation she has provided.

  Customer response

  10/25/2023

  We are rejecting this response because if RFI was trying to resolve this issue, they would accept the liability and proceed with a resolution.

  RFI as yet to even mention or address the damages/reasons why the complaint was filed; it was filed because of negligence, fraud, and concealment of damages by a former employee.

  RFI, Sedgwick, and Home Depot first denied the claim without even conducting an on-site assessment-they had no intention of accepting liability.

  RFI Claims Manager, Mr. ****** displays extremely unethical business practices. He continues to not return my phone calls. Based on his avoidant actions, it is obvious RFI has no position to stand on. If RFI was so confident in their denial, one would think they would want their position on record.

  RFI responds with irrelevant statements such as the trim needs painting- totally avoiding discussion of the damages beneath the door They also made statements regarding brick mold being moldy-those statements are incorrect and an effort to change the narrative.
  

  This matter is about fraud and concealment of damage resulting in extensive damage- it is NOT about painting trim.

  We paid for good and services(almost $6,000.00) that were not provided and are seeking monetary payment for damages, and to reinstall both slider doors that(per contractors) are not squared. 
  

  This need to be resolved in a timely manner, due to the damage being located around a second floor deck. It is a major safety concern.

  Customer response

  10/26/2023

  I am rejecting this response because:   

   

  RFI and Home Depot are liable for the damages.
  
  
  •This response appears to be a automated response because it is the same message received previously. 
  
  
  •It is indicative of their lack of importance regarding this matter.
  
  
  Our efforts for a resolution have been ongoing  since May. 
  
  
  •We have made every effort to explain the damages we incurred. 
  
  
  •RFI would not even respond until this was escalated to BBB. 
  
  
  •The companies involved need to accept financial responsibility for damages they caused, so there can be a resolution.
  
  
  Sincerely,
  
  
  **** ****

  Business response

  10/31/2023

  We have continued to work with Mrs. **** on this matter.  We have requested the documentation from USAA outlining that the installation services are the cause of the alleged damage.  Below is a copy and paste of the most recent communication between Sedgwick, Mrs. **** and RFI).  I will continue to communicate with Mrs. **** through written communication.

  From: ******* ******* ****************************>
  Sent: Friday, October 27, 2023 4:13 PM
  To: ****************
  Cc: Compliance Mailbox <******************************>
  Subject: RE: **** complaint HD/ RFI
  
  Dear Mrs. ****
  
  This is a third party claim. On a third party claim it is the responsibility of the homeowner to provide documentation from an independent expert which supports their claim. The documentation that your experts provide is evidence which supports your claim. If you incurr out of pocket expenses for obtaining evidence the claims department at RF Installations would address that cost with you.
  
  On 7/20/2023, 8/31/2023, 10/20/2023 and 10/24/2023 Matt ****** at RF Installations provided you with responses concerning his liability decisions on your claim.
  
  Sincerely,
  
  ******* ****** * ***
  Claims Adjuster – Liability
  Sedgwick Claims Management Services
  *** ************
  Fax 770-901-3310
  ***************************
  *********************************************************************************************************************************************************************************************************************************** ****** ******
  
  -----Original Message-----
  From: **************** *****************>
  Sent: Friday, October 27, 2023 4:59 PM
  To: ******* ******* *****************************
  Subject: **** complaint HD/ RFI
  
  CAUTION: This email originated from outside of the organization. Do not click links or open attachments unless you recognize the sender and know the content is safe...
  
  Mr. ******,
  
  As I have discussed with you,  we have had contractors view the damage- these are estimates at no cost.  Unless a company is hired to perform repairs, they are reluctant to provide statements -they don’t work for free.
  
  I am waiting on an estimate and description of damages, which will be sent to all parties when obtained.
  
  In the meantime, we need the District Manager, a mediator and contractor of our choice to simultaneously inspect the damage.
  
  As for Mr. ******, he has only provided a denial on the claim with absolutely no explanation for that reason. He continues to avoid responding to my messages, so please don’t infer he has responded appropriately because he has not.
  
  Sincerely,
  
  Mrs. ****
  
  

   

• Initial Complaint

  09/06/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I ordered blinds with professional measure and install through blinds.com on August 11. I have been waiting for confirmation of my requested measure and install appointments since then. I received one phone call from an installer named ***** and he has never returned any of my phone calls or text messages. I have called him at least 40 times and left at least 10 messages. I have also reached out to the company through their one 800 number and have never received a call back. No one ever answers the phone during business hours or outside of business hours and my phone calls have never been returned. I have reached out to blinds.com and they have sent email inquiries four times and none of those have ever gotten a response either, it has been nearly a month with zero communication from the installers.

  Business response

  09/21/2023

  We apologize for the delay in getting your installation scheduled.  I understand that our authorized subcontractor completed the measure service on 09/08.  In additional, our local field team will be in contact with you today to follow-up.

• Initial Complaint

  08/30/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Ive been waiting for almost 2 months now just to schedule an exterior door installation. On July 9 2023, I spent $1460 for this exterior door installation and have not heard from anyone since then! I have been trying to contact the company by phone/email since the last week of July but nobody answers the phone and nobody responds to emails apparently which is very frustrating on my part but a very unprofessional look for this company.

  Business response

  08/31/2023

  ************** - Thank you for the information below.  I have reached out to my local field management team concerning the installation of your exterior door.  I have been advised that contact was attempted on 08/27, when your exterior door arrived.  Our authorized subcontractor and local field management team will continue to attempt contact so we can schedule the installation of your new exterior door.

• Initial Complaint

  08/25/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Poor install of French doors ruined (water damage) my floor and really messed up the stucco outside the door. They couldn't ever (7 attempts) get the doors to seal. So we had to go back to sliding doors, (wasting all the money we spent for french doors). And now we get to replace the flooring and repair the stucco with our own money now too. They ghosted us after the sliding door install in June. And had ********** offer us ****** as compensation, the flooring by its self was ******* without labor.

  Business response

  09/01/2023

  Thank you for this information.  We are reviewing this and will provide additional information on Tuesday.

  Customer response

  09/20/2023

  Still no contact by someone at corporate.  **************** at every level from this company.  

  Business response

  09/26/2023

  I am advised our local field management team has attempted contact on the contact number available to us.  I understand our local field management team has called that contact number and sent texts to schedule an inspection.  I have reach out again this morning and asked for additional follow-up.

  Customer response

  09/29/2023

  I have been contacted by ******** in the last 8 days. I have not been contacted by RFI at all. Since my posting here. ************* sent me a text one time to ask if he can come see the locking issue. I have no interest in having RFI continue to do anything at my home. I just want to know what your doing about the damage done to my floor and stucco during install.

• Initial Complaint

  08/18/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  The glass door was broken by an employee of the company. They have nit contacted me to fix the problem and we have pets and small children. They keep making promises that they will fix the door not its really and and scary and falling apart.

  Business response

  09/01/2023

  ************** -  We have extended a monetary settlement offer to you previously.  Please continue contact with our authorized subcontractor to resolve this matter.

*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. ↩