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Consumer Complaints

BBB Accredited Business since 04/20/2011

RSU Contractors

Phone: (615) 269-3906

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Customer Complaints Summary

3 complaints closed with BBB in last 3 years | 1 closed in last 12 months
Complaint TypeTotal Closed Complaints
Advertising / Sales Issues1
Billing / Collection Issues1
Problems with Product / Service1
Delivery Issues0
Guarantee / Warranty Issues0
Total Closed Complaints3

Complaint Breakdown by ResolutionAbout Complaint Details

Complaint Resolution Log (3)
01/15/2015Problems with Product / Service | Read Complaint Details

Unfinished drywall and paint
Poor workmanship
Clean up
No follow up by supervisor
Contact RSU concerning the repair of the kitchen and foyer ceiling. Some thing that should have taken 1-2 days turned into a week . The man was in and out several times and worked only part of the day. Every time he was there we had to clean up his mess. He left with no notice that the work was completed and left his drop cloth and plastic in out garage.
Work was not completed. Have a paint square around kitchen light fixture, paint on wall in kitchen, and unfinished ceiling in foyer. No one followed up to see if work was completed or if we were satisfied. Contacted office and was told that a supervisor will contact me. Man contacted me and said that the supervisor was on vacation and he was his back up. He told me that the work was finished and to just pay the bill. I told him I disagree and to come look at the work and he hung up. I will not pay the bill until resovled. Negative publicity is not a great thing for companies.

Desired Settlement
Complete work or don't charge.
Very simple request.

Final Consumer Response
Job completed and exceeded expectation. Contractor did a great job and was very professional.
Apologized for previous work quality.

09/03/2014Advertising / Sales Issues | Read Complaint Details

We paid a design fee of $2,500 and did not receive the design services were were promised.
We hired RSU after meeting with ******* ***** and discussing our thoughts and ideas for what we wanted done, as well as particular needs of ours which included someone who could guide us through each step of the remodel and keep us apprised of any and all overages and cost breakdowns. We were told by Ms. ***** that, not only could she draw up design plans for our remodel, she would assist us every step of the way by going with us to pick out and purchase major items within our budget such as cabinets, countertops, and flooring and by advising us as to recommended items for purchase. It was these promises that led us to hire her, as well as RSU, to design and remodel our current home.

With the above in mind, I paid RSU their required $2,500 design fee. Initially, Ms. ***** did as she promised. She met with us to go over our likes and dislikes for bathroom necessities (toilets, shower stalls, vanities and fixtures) and went with us to French's Cabinet Gallery to begin our kitchen design. However, after those two visits, our contact with Shannon ceased except for various emails and text messages.
I can provide specifics if needed.

We were never kept informed of exact overage amounts of our contract even though we requested those overage amounts several times.

Ms. ***** was simply unable to deliver on the promises she made to us at the beginning of the project. Her statements that she would work with us every step of the way, that she would help us find items needed for the remodel that were within our budget and that she would keep us apprised of any and all overages at all times so that we would be able to make knowledgeable financial decisions throughout the project were the main reason we hired her as our designer.

Desired Settlement
With the above being said, I am asking for our total design fee to be refunded to us. While we were informed later on that the scope of work we expected from Ms. Erwin is not actually part of what she does and what our contract with RSU states she does, she sold us from the very beginning with these promises. We have had to deal with a lot of stress because of the "ball being dropped" on several matters, several of which are referenced above. Also, we are still getting emails that say we owe more money after making what we thought was our final payment several weeks ago. While we understand that the additional money is owed and that there was a miscommunication between RSU and our bank, we were not kept informed with regard to these final communications with our bank and only learned about this matter when our bank representative contacted us for permission to forward certain documentation to RSU. This leads us to question why we were kept informed of every other financial dealing with our bank except for this one.

Business Response
Contact Name and Title: ***** *********
Contact Phone: XXX-XXX-XXXX
Contact Email: **********
We are very sorry that **** ******* is not completely happy with the beautiful addition that we have built for her. It is our goal to have every customer have a great experience working with our company as we provide them with high quality remodeling services.
Erin Walker and her mother **** ******* purchased Design Services as well as the building of her new addition. Design Services include the design of a set of plan used to build the project. **** was given these plans and we used these plans to build her addition.
I do understand from the letter that **** sent to our company that she expected our remodeling sales consultant to help her with personal shopping selection. ******* ***** our consultant on numerous occasions did go with **** to make selections. This was above and beyond what is expected for a remodeling consultant.
We have provide a quality product and apologize that we did not meet her expectations.
We want every customer to happy with our work.
This project was financed by a 203k loan. There is a great deal of paperwork involved with approvals and sign offs at every stage of the project. The bank also sends a representative to the job site and approved of the work before each progress payment is made. Every document of every part of the projects was signed off on and approved by **** ******* and/or **** ****** and the banks representative as well as a representative of our company.
If you need additional information regarding this project please let me know.

Consumer Response
(The consumer indicated he/she DID NOT accept the response from the business.)
Their design consultant was not honest about her performance during the building of our remodel. Yes, the work and plans turned out beautiful. However, we did not receive all of the service promised us at the initial meeting. And, the "ball was dropped" on several projects. This company needs to be honest, in the beginning, as to the services they provide. They were not honest with us.

Final Business Response
**** ****** spoke with *** ****** on 8/27/2014. They worked out an agreement. When the final payment is paid by the bank, RSU Contractors will give a partial refund to **** ******* **** ****** is the daughter of **** ******* and has been the person RSU has been working with on the project.

Final Consumer Response
(The consumer indicated he/she ACCEPTED the response from the business.)

03/04/2016Billing / Collection Issues | Read Complaint Details

I was charged 8 hours of labor for a job and no one from the company ever told me it was going to be more than 2 hours.
I received a call from ***************, who works for RSU Contractors. I thought he told me that my contract **** referred him to me, so, I decided to go with their company over other companies I received estimates from as I trust my contractor ****'s recommendations. When I spoke to *******, he told me that my job would be $150 to hang my shutters. I agreed and he told me he would forward me an agreement. I briefly looked over the agreement and saw the amount due at the end as $150 and I signed and sent the contract back. A worker was sent to my home to install the shutters and it was surprising to me that it was taking so long as I told my husband it should only take 2 hours. After the work was done, we received an invoice for over 3 times the amount I was quoted by *******. I called the office and the person who answered the telephone told me that someone would call me back. ******* called me back on 2/5/16 and I explained to him that I was very shocked when I received this bill as we only discussed $150. ******* immediately got on the defensive and told me that he said that was just an estimate. I am sure ******* never told me that as I would not have gone with the company if he would have said that as I had cheaper estimates. The ONLY reason I went with the company again I was because I thought he told me my contractor **** referred him. I learned today that was not true. ******* began to yell at me and speak to me in a very rude, disrespectful, and condescending manner. He told me "it's not my fault you didn't read the contract" and "*********, there is no way you could have thought hanging 6 shutters would only take 2 hours". I told ******* that I did not like his tone and he was speaking to me very inappropriately. He said he would contact the owners to see what they want to do as he was no longer going to try to work with me. The bottom line is ******* misled me and now he is trying to cover himself and act as if he clearly told me pertinent information and he did not. I asked ******* why I was never informed the job was going to exceed the 2 hour estimate and he said I was. I was never informed by anyone that my job would exceed the 2 hours we initially discussed. I certainly was never told that the job would take 8 hours and I would have said no thank you. I have never had a business not discuss a price increase with me prior to performing work. In sum, I was quoted an amount from RSU Contractors, Invoiced for over 3 times the amount, and never informed of a price. Further, when I contacted the company and the main representative contacted me back, he was rude, disrespectful, and condescending.

Desired Settlement
I am seeking to pay the amount I expected to pay as I would have never agreed to work with RSU Contractors if I knew the amount was going to be $520.

Business Response
RSU Contractors appreciates our customers and for 30 years has strived to be the best at what we do. We take every complaint seriously, and regret that Ms. ******* has issues with the charges for her project.

We quote a minimum of $150 for all handyman and repair projects, but the contract also states that labor is charged by the hour and materials are cost plus 25%. Ms. ******* originally wanted six shutters mounted but increased the number to eight during the course of the project. With time and materials her total came to $520.

While Ms. *******'s contract clearly details how the time and material charges are calculated, and her consultant did explain this to her, she apparently saw the $150 minimum estimate and assumed that was the total. Because we desire to satisfy our customers with both the quality of our service and the customer care we provide, we have offered Ms. ******* a discount of $150 off her charges as a goodwill gesture. Her revised total is $370. We hope this will be a satisfactory conclusion to this issue.

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