Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:01/25/2024

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Bret Rusk of Rusk home improvements was hired to replace my floor with a floating floor as the existing was getting soft near door so ? Water damage. He was also hired to repair door jam and prevent any further problems with future water. I purchased the materials after he looked at project for which he quoted me $750 for day, saying it should not take much longer if that but have to see. I agreed. He started 9/12/2023 on his completion that date he requested $750 for his work. Promising to be back in few days. After 2 weeks of of not hearing from Bret and an unfinished project I reached out to him. He made excuses he was waiting for the area to dry and would be out soon. On 10/5/2023 He spent a few hours finishing up for which he requested $500. knowing I was disabled with limited income he suggested cash as it would save me on taxes. The exact amount was taken from bank both days. 12/18 the first major rain, I woke to a flood from rain coming under door. I contacted Bret as he guaranteed his work for 1yr. Moved washing machine to clean found the flooring was not even to wall. He had set apt. 1/19 to look at his work but was no call, no show. When I called him he told me if it’s hidden it doesn’t matter. This is his work ethic. During time waiting, water has continued coming under door, new floor has began separating. His work has ultimately caused damage to my home. I requested his insurance information which he flat out refused to give. He offered half of what I paid saying $300. I told him I paid $1250. Brett Rusk told me it was cash good luck proving it. He proceeded to tell me he never worked on my door. Unbeknownst to Bret his picture was taken multiple times doing the work in my home. I also have all the leftover parts (door area) as that was supposed to be a money saver, cleaning up after him. It appears he may not only be defrauding his clients by requesting cash.

  Business Response

  Date: 02/02/2024

  When presented with this project the first discovery was a very soft floor 3 or 4 feet just inside the back door of the home at *** *********** ***** ********** ** ***** built in 1877. After removing the existing approximately 6 feet of existing flooring, original flooring and subfloor to find the entrance area had been wet for a very long period of time. (Many Years in my professional opinion) Unfortunantely this was a contractor flip house according to the homeowner. We found lots of rotten wood in that floor area. The floor joists that were 24" on center were in need of replacing and brought to code which we rebuilt. New subfloor was added.
  
  Recommendation of replacing the entire back door and reversed pitched exterior decking, more than likely causing the inital water damage making the interior floor soft,  client declined the full door with 2 sidelights replacement as well as the exterior decking due to cost. We proceded to replace the threshold only, per customers request, working with her as she mentioned a fixed income looking to save cost. Homeowner supplied the material of the threshold and door weather stripping to be installed, again, against our recommendations of a partial replacement which could be only temporary. 
  
  Homeowner asked about installing a clicklock vinyl flooring which she had on hand. We installed the flooring in the entire mudroom area as requested. We returned to complete the job when the 1/4" round trim was on the premise.
  
  Homeowner was very pleased with the work and proceded with payment.
  

   We were notified of water in the area of the entryway due to a very heavy rainstorm. We agreed upon Jan 19th to come and review the water issue. We unfortunately missed the appointment on that day, we spoke on the phone January 19th, apologized for missing the appointment. We offered to come out the next business day, January, 22nd, 2024. We did not get a response until we called on January 21st to confirm. It was at this point we recieved off color fowl languaged phone calls from the homeowner Sunday the 21st of January 2024. These included defamatory,  slandering and threatening comments and surprisingly issues with the installation of the vinyl flooring we installed 4 months prior.
  The calls ended with profanity and an abrupt hang up both times.

  We offered to come and repair the issue of the water coming in to which we were told she didnt want to work with a "shotty" contractor. We then offered to refund $500. This was not accepted either.

  A very negative review was left on our social media business page before this event of the BBB complaint resolution process is finished. 

  Regards, Bret Rusk

  
  

  Customer Answer

  Date: 02/03/2024

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:
  
  As Bret indicated my home was Not a flip. It was owned and resided by Joshua Prior previous who then decided to “flip” as you put as he did his best updating. This is new information to me of him being a contractor as he resided here for 6-8 years redoing his home. 
  I purchased subfloor for the breezeway, 5  pieces of which only approximately 1/4 of 1 piece was used so I’m very concerned if it was that rotten that was all that was used. The rest is in my garage. I was also sent on a run to Home Depot to purchase (4) 2x6x8 . Approximately 1/4 of 1 sheet was used. Again very concerning if he said this worked needed to be done, he supposedly did it and I have most of it still here. I will include the pictures below. 
     None of the materials did I have on hand as Bret Claims. The materials were ordered after Bret Rusk came out and looked at the project. After which time I ordered the best flooring I could afford 22 mils. life proof, high traffic, rigid core vinyl plank flooring. As far as the quarter inch round trim, I had it the next day after he told me what was needed which he was aware as I had contacted him. As part of Bret’s money saving program it was my responsibility to get everything although I had no knowledge of any thing needed to do a floor/door. However after two weeks later of no communication on his part just an unfinished project I again reached out. This time when he did arrive, he chose to bring his wife to keep me busy, previously I was watching him do the work when he was done he was sure to cover up what he did not finish. After Brett Rusk telling me he saw no problem with covering up some thing that you do not see not finishing a project telling me I would have to prove what I paid him. I had no intention of having him come out to fix or try and cover up anything else. I requested his insurance information on more than one occasion as did my sister, as he assured me he was insured prior to starting this job. Previously I had a real company come out and look at the job. Much of the floor has to be redone as It was not done correctly. The pitch of the stairs has absolutely nothing to do with water coming in my home according to contractor saying that was the most ridiculous thing he has ever heard. He pointed out numerous Boards that have already started popping up. He’s unsure if he will be able to save them but will try. Telling me lock flooring easy breaks when trying to take up and put back. He also is going to complete the floor to the doorway, like it should have been done in the first place instead of a long strip silicon. Place the floor along side the washer and redo all the trim, fix the door, etc..
     Bret Rusk felt it was OK knowing I was a victim of domestic violence, actually in hiding to post my address on social media because he didn’t like an honest review. To risk my safety again just showing his character. I’m not doing the back-and-forth. I am contacting my insurance company as well as ******* * **** ** **** **** and will continue to court if need be. Any company that does any of the above and refuses to give insurance information shouldn’t even be in practice. I should’ve never been forced to go to the Better Business Bureau again I should’ve been given the insurance information right away, not have to wait months by my Home was getting water damage from his work. As far as his accusations of my threatening etc. Bret was told as he refused to give me insurance information and told me “good luck proving”, I would be reporting to Better Business Bureau. It was not a threat, it was a fact as I was raised with integrity and morals. 
  
  Sincerely,
  
  
  
  ****** *********

  Customer Answer

  Date: 02/04/2024

  
  The materials I had purchased besides the ********* flooring. Bret Rusk said much of floor, subfloor was rotten, joist replaced subfloor, etc. yet I still have almost all the materials minus the life proof flooring I purchased. Also as Bret stated none of these materials were on hand They were ordered after he looked at project as seen on date ordered. As stated before I am very concerned as he charged me $1250 and he is now claiming floor subfloor was very damaged but he apparently didn’t fix. Atop that it now I have pooling or flooding Everytime it rains in the breezeway, This was never a noticeable issue until Bret worked on the area. My new flooring not only not properly installed, it is getting ruined from water. 

  Business Response

  Date: 02/13/2024

  It seems that Ms. Nordstrom is not willing to compromise to a reasonable resolution. We've offered to fix and repair the issues completely multiple times in our phone conversations which have been notably rejected. We then offered a $500 refund on the $700 recieved. The refund has also been rejected. It seems, in our opinion, that her inflated dollar amount of $1250 would be the only solution. We were never paid $1250 for the work. 

  Our above noted offers have been rejected. Therefore, it seems to us, that the issue is un-resolvable due to her uncooperative nature.

  Sincerely,  Bret Rusk

  Rusk Home Improvements 

  Customer Answer

  Date: 02/14/2024

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:
  
  
  I am attaching a conversation I had via text with Brett Rusk wife who reached out, wanting to take another job from me trying to convince me they could do a better job than Home Depot . He brought her to my home &  i have a feeling he does this with disabled people, he convinces to pay him cash. He has her keep them busy so they don’t watch why he does the Bare Necessities/making the job appear like it is done. Brett Rusk took financial advantage of me telling me paying cash I would save on taxes charging me $750 for the first day $500 on the second day telling me to pay him under the table. I was left with his mess, left with much of the materials he supposedly needed for the job that was never used, and left with damage to my home and new floor .  He brought his wife to keep me busy. I have proof of all of the above bank receipt for the exact amount pulled to pay him $1250. Back forth text to his wife text, my family for how much he was paid. receipt from the bank how much was pulled. It is appalling that a business does this to people! I don’t know how many people he has done this to. I will not except an offer of $500 as I did not pay $700. Majority of this floor does have to be totally repaired. I showed he did not do the job he claimed to have done, and he continues to be dishonest. 
  
  Sincerely,
  
  
  
  ****** *********