Complaints

• Initial Complaint

  09/03/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Installation: April 2023. RBA of Montana. Brand new doors installed, both defective from the factory. Doors drag and cannot be locked properly. This is a concern because they are both external doors. After 8 attempts by RBA to correct the issues with separate visits that caused us to take time off work, both of our doors are still broken. We no longer trust that the doors can be corrected "piece meal". When we told this to RBA management we were told this was like regular car maintenance. After being cordial for over a year, we had enough. My wife swore on the call. Didn't name call, just swore about the situation and the fact that the manager was basically shaming us because we have finally had enough, The manager then hung up on us. We are still being told that even though RBA fully admits that we paid them thousands of dollars for new defective exterior doors, this is not a big deal. We have no right to be upset at all. This company is somehow justified making a customer take time off work for a 9th time because they "may" have a fix.

  Business response

  09/05/2024

  Thank you for taking the time to voice your concerns and we agree, the doors did have some issues coming from the plant. It is our understanding that you have decided not to have us to come back for a further service visit. We strive to give signature service to all of our customers and unfortunately, sometimes there are imperfections in the product. We apologize for the inconvenience and we will use your feedback as a training tool.

  Customer response

  09/06/2024

  Complaint: ********
  
  I am rejecting this response because:

  If you look at the timeline provided by RBA, it shows that multiple times the service techs that came and looked at the doors in question said there was significant bowing in the panels.  They have moved things upside down, replaced multiple parts, including bowed active panel and the locking system that they are re-offering now and the doors are still broken.  You can also see where we were completely cordial up until about a year of delays, guesses and "this part will fix it" visits.  

  You will also see notes from the manager that I cussed him out.  Admittedly, I did.  I mentioned my frustration with not being able to properly secure 2 exterior doors in my home that I paid very good money for and that I was tired of waiting for a true fix.  He then told me that it was the same as having to get an oil change on your car and that this was regular maintenance.  At that point, yes, I did cuss.  Sure did.  It had been 12 months and this manager could have cared less.   A brand new door should not have to be serviced 8 times in a year to perform it's basic function.  A new car does not require 8 oil changes the first 12 months to function.  Instead of understanding the frustration, it became a "this is what I'm offering, it "should" work".  When that wasn't acceptable anymore since it "should" work DIDN'T work the last 8 times, I cussed at him.  The manager then notes that he ended the call.  In fact, he hung up on us.  

  Unfortunately, we are not given another option for communication except for the manager that hangs up on us and was not willing to have a conversation.  This has gone on far too long and we are being shamed for being angry.  I've honestly never experienced something like this.  We were cordial for SO long.  A huge, reputable company that I paid thousands of dollars admitted they installed defective doors and it is somehow ghastly that I as a customer would want a brand new door after 8 separate fixes have still left BOTH doors broken?  
  
  Regards,
  
  **** *******

   BBB offered binding arbitration to help settle the matter, however we did  not hear back from the complainant.

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