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:08/30/2023

  Type:Service or Repair 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.

  Windows off line after paying $30,000,00 for windows with a ******** lifetime warranty have to pay more money

  Business Response

  Date: 09/12/2023

  We sincerely appreciate this communication regarding your warranty. While your complaint provides very few details, we do acknowledge that we provided you with windows and a door that were installed in February of 2022. The products carry a lifetime warranty and the installation carries a 1 year labor warranty. Outside of that time frame, there is a cost to have us come out and complete warranty services on the products under the lifetime warranty. This is a nominal and reasonable cost simply to cover our services. We would be happy to schedule your service appointment at your earliest convenience. In fact, we made sure to reach out to you via phone today to set that appointment. We appreciate your business and your feedback.

• Initial Complaint

  Date:08/10/2023

  Type:Service or Repair 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.

  We had a new door and a front and back storm door installed, October 2022, during the winter we noticed our storm door would not open it gets stuck on the wood. In the beginning of the summer we noticed we were unable to put the screen in the front door storm door.I've attempted to contact Minnesota Rusco several times and left messages and attempted to send a few emails for a service request and I completed the service request online. I have not received a response. Im truly disappointed in the customer service and the broken promises. I'M requesting someone to come to come look at my doors and repair our problem.

  Business Response

  Date: 08/24/2023

  Thank you for this message. We sincerely apologize for your experience. I understand now that our warranty team has been in contact and you are on the schedule for an upcoming service visit to address your concerns. We appreciate you as a customer and look forward to providing excellent service moving forward. For future reference, the best way to register a warranty service claim is to visit minnesotarusco.com/service and complete the short form and someone will reach out in a timely manner. This way we have a direct record of your contact as well.

• Initial Complaint

  Date:07/24/2023

  Type:Service or Repair 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.

  Purchased 2 different orders of windows both with problems, between the 2 jobs I've paid roughly $8000. The bedroom windows do not close all the way or latch because they are installed crooked. The main window in my living room was not caulked correctly and there is a self tapping s**** through the **channel which the city inspector did not pass and said requires re-replacement due to damaged caused when installing. They also mentioned a high likelihood of there being water damage behind the window due to Improper caulking. In the winter cold radiates from the windows as if they were not insulated correctly or leak. I have been trying to get this problem resolved for the last 4 weeks and have not received a return phone call from the Business. We did have someone come out to look at the windows but brushed it off as "that's just how they are". I'm not sure if windows that don't latch is a specific feature of this company or not but I would certainly like it replaced or refunded to have it done properly.

  Business Response

  Date: 08/01/2023

  We apologize for any inconvenience experienced by ****************** while we transitioned to a new computer system. We have been in contact and are scheduled to provide service for the windows he has expressed concerns about on August 7th.

• Initial Complaint

  Date:07/18/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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.

  I purchased new lower-level windows from ** Rusco in September 2022 (around $15k). Installation occured in February 2023. The purchase includes a twelve-month unlimited warranty.The vendor made a service visit in April 2023 to address several warranty issues. A new issue has arisen with casement window fitment, and the vendor will not return my phone calls or emails.I have been nothing but cordial, and expect the professional and contractual courtesy of honoring the labor warranty.

  Business Response

  Date: 07/27/2023

  We apologize for any delay in responding to **************** request for service on his newly installed windows. Our service department has been in communication with him recently and have a technician scheduled to visit his property on Friday 7/28/2023 to inspect the squeak that he has expressed concern over. We assure him that if there are any problems with the window we will address them as quickly as we can. We look forward to seeing you Friday. 

  Customer Answer

  Date: 07/28/2023

   Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

  I received a call from ** Rusco within a couple of hours of filing the BBB complaint. As promised, a technician was onsite Friday 7/28 and performed the needed adjustments to both of the new casement windows.

• Initial Complaint

  Date:07/13/2023

  Type:Service or Repair 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.

  ********************* ********************************************************** on March 20, 2023, who is a sales person, came out to my townhouse and we discussed new countertops for my kitchen. I have put $5,848.00 down to do the job. Which is half of what the job is costing. Since then I have got NO response as to when they are coming to do the job. I found out from I think her name was ****** when I called Rusco to inquire when my countertops would be installed, etc... and she said that Minnesota Stone Works is to provide the supplies. I then called ** Stone works and they said there has **** no order as of yet from Rusco (per *** at ** ***** Works). They have my money and want my kitchen countertops done! I am 75 years old so I feel a bit taken advantage of and I deserve better treatment than this run around I am getting! Thank you!

  Business Response

  Date: 07/23/2023

  We understand any wait for a project like this can be frustrating but want to assure ***** that her project is moving forward and we are confident she will love her new countertops. To clarify on some of the details - the original contract with ***** was signed at the end of April not March. At that time she had applied for financing with one of our lenders and put a 10% deposit down on the agreement. When she was unable to move forward with the financing option she decided to mail a check in the month of May for the remaining amount needed to move her project into the production process. During this period of time we were in communication regarding a change order that was also needed. This document was originally sent to ***** in the middle of May. She neglected to return this change order or any messages left until June resulting in the delay of her project. All items have been ordered and now that all documentation has been received her project is progressing following the outlined timeframe included in her agreement. 

   

• Initial Complaint

  Date:06/29/2023

  Type:Service or Repair 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.

  I had an in home estimate on siding for my house and ********* got the estimate and it was almost double of other 3 estimates I received and Minnesota Rusco siding was a cheaper siding and was non insulated. Their estimate was 60k for non insulated siding and my other 3 estimates came in at 39k, 36k and 34k which included thicker siding and insulated. The complaint I have is in their advertising on TV they said I would get a $50 HomeGoods Gift card with in home estimate. I never received it nor was there any mention of it. I contacted the sales rep and said it would be mailed but never received it. I have sent messages on ******** to company and no response. I also sent another email to the sales rep and no response. I also have checked and other people have had same prolblem. How can a company advertise false info and get away with it?

  Customer Answer

  Date: 06/29/2023

  Had estimate at **********************************

  Customer Answer

  Date: 06/29/2023

  I had the estimate done on June 9th

  Business Response

  Date: 06/30/2023

  **************** was communicated with via ******** and informed that gift cards are mailed 4-6 weeks after a completed in home presentation, his appointment was less than 3 weeks ago. We have assured him he will receive the card within the stated time frame. It is also worth noting that the quote provided to **************** was for nearly $20,000 less than stated above. 

  Customer Answer

  Date: 06/30/2023

   I am rejecting this response because: Their information on the estimate is incorrect. The ****** less was for house and attached garage but not for detached ********* was quoted and have estimate for 48k for just house and attached garage and if I added the detached garage was 60k. The 3 other estimates I received were from long standing siding contractors and were over 20k cheaper with better siding for both house and attached garage and detached garage. WAY overpriced in comparison. Also note only received response AFTER BBB complaint wad filed otherwise messages go unanswer. Poor company in my opinion.
  
  
  

  Customer Answer

  Date: 07/25/2023

  . Minnesota Rusco said that my Home goods gift card would be sent in 4 to 6 weeks from time of siding quote and also as they stated in my complaint. The quote was on June 9^th and I still have not received my gift card and is far from the 4 to 6 weeks as they stated. As stated in last message

  Business Response

  Date: 07/25/2023

  The gift card has been mailed as promised within the 6 weeks as previously stated. We encourage and recommend **************** give our office a call at the beginning of next week if he still has not received it.

• Initial Complaint

  Date:04/25/2023

  Type:Service or Repair 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.

  I wanted new cabinets. They sold me doors only leaving my existing cabinets and maybe even using my old doors. The cost is 2 to 3 times cost of all new custom solid oak cabinets.I called and spoke to someone the next day and said I wanted to cancel my order. They took my name and said someone would call me back. No one did so I called again got voice mail left my name and number and why I was calling. No one called me. I also sent an email to cancel. No reply. When I called again I was told it is now to late to cancel. I called I wrote but that was not what I needed to do they said. Now they said if I wrote and it was postmarked it would have been okay. But no one and no where does it say that. At this point they have a signed contract but it is wrong. My down-payment is entered wrong but that does not matter. I am out the money and must buy the product. I can't even cancel with a penalty. I told them when I made appointment what I wanted and when they got here they said they don't do that. Painting my doors only white. They also said they couldn't do counter tops in 2 bathrooms as the bathroom jobs were under 10 thousand each and they don't do those small jobs. I should have run right then. As a senior citizen I feel taken advantage of.

  Business Response

  Date: 05/05/2023

  The agreement signed by this customer clearly states the 3 day right of rescission on the same page that shows her deposit. A change order is being sent to reflect the correct deposit amount after she did not want to write out all the additional numbers for a $22,657 deposit and instead wrote her check for $23,000 after already having signed the agreement. A representative from our organization has been in contact with this customer. Per her request we have removed items from her agreement and will be moving forward with the countertop portion as agreed upon. The original agreement signed by this customer was for ********************** restyling which included all new doors, drawers, drawer fronts, soft close hinges, restyling of the existing boxes, and new countertops. We would not and do not reuse or paint any items in a kitchen restyle. 

  After listening to all calls made to and from this customer we have not found that she spoke with somebody in our company as described above other than to schedule her remeasure appointment. She spoke with our customer care team on two occasions. The first time we called she asked ** to call back the following day, the second time she set up her remeasure date with the agent.

  We are confident that all matters contained in this complaint are being or have been addressed and that this customer will be happy with her beautiful new countertops. 
  

   

• Initial Complaint

  Date:04/18/2023

  Type:Product 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.

  We purchased 4 basement windows from ** ***** in October 2022 for $9,800. They were installed in January. The installers told ** they had to do something different with two of the windows. During the snowstorm in the beginning of April one of the windows started pouring water into our basement. This happened Friday night, 3/31. Ruining our couch, carpet, baseboards and bottom of the drywall. We had our dehumidifier and fans running, but there was too much water. We contacted Rusco right away and did not get a response until Wednesday regarding the water in our basement. We were told to have a water extraction company come out and they would deduct the bill from what we owe on the windows. They also sent out their top window installer and he said that he thought two of the windows were installed wrong, but wed have to wait for the project manager to come take a look before ** Rusco would decide the next steps. It took another 6 days before he would come out and felt that there was nothing wrong. Rusco decided they were not at fault and are only willing to replace the affected area of carpet or deduct half the windows. Unfortunately my basement is open with the same carpet throughout. We also have to replace drywall, baseboard, and trim. We also have no resolution on whether the windows were in fact installed correctly. I have reached out for professional opinion from an outside source and they agree that the windows were not correctly installed. The window should have never leaked that much. I now have a basement that was finished that I cannot use.

  Business Response

  Date: 04/27/2023

  Our Operations Manager has been working with this customer to resolve these matters. We have agreed to and paid for the restoration services bill this customer received and continue to have conversations around the other matters listed. It is worth noting that the window that "leaked" is in a very shallow well that resulted in the windows being submerged under water due to the extensive snow this past season. When we tested the windows by spraying them with a hose no water was able to make it through. We understand this can be a frustrating experience but the windows are not meant to be submerged in water and additional precautions will need to be taken by this customer to ensure something like this does not happen again. We have recommended a few options for them to consider in the future to protect their home. 

  Customer Answer

  Date: 04/28/2023

   I am rejecting this response because:
  While we are very thankful for the progress we have made with MN Rusco, we are not fully satisfied yet. We are very aware of the recommendations from now on. We would like to point out that the windows were never sprayed with a hose as they were installed in January, and we were both home when ** Rusco followed up with ** after the water had leaked, and did spray just the one window briefly. We also were told that water must have leaked before. This is very unlikely as we purchased the house one year ago, and the only water damage that was disclosed was due to a broken pipe. Also it is worth mentioning that I pulled a clue report on the house and there was never an insurance claim for basement flooding due to windows leaking. This was never an issue that we were aware of until we replaced the old *************** still waiting on a response regarding our carpet, and couch. We appreciate the communication, and for the progress made. We are looking forward to resolving this issue. 

  Business Response

  Date: 05/08/2023

  We have a service tech scheduled to be at this customer's home today to close out the service on the window this customer was unhappy with the installation on. We will be re-installing 2 windows and have another appointment set to redo all the drywall that was damaged due to the water that came through due to the flooding in the window well. We will continue to discuss the other matters with this customer but have not reached a final resolution at this time. We are confident that we will be able to provide them with a fair solution once we have completed the services they have requested. 

• Initial Complaint

  Date:04/18/2023

  Type:Service or Repair 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.

  Just wanted to update you on the work that your employees did on my update. I am still dissatisfied with the work. The damage that I have noticed. I hope that you incooperated classes for all your employees. Understanding the process of installing your equipment; empathy; communication; as well as over running a fully 'successful' job. Just to let you know, I have not recommended you to any of my friends.I just hope you get better at what you are suppose to do.

  Customer Answer

  Date: 04/18/2023

  I am not sure what you mean by collection.  

  I just want others to know that the job that done for me, was not finished, and/or ignored by their employees.

  1.  caulking to the back splash was not done.  I found this out when the gentlemen who came to paint the walls.  He pointed out to me what was not done; although just looking at it, anyone would be able to tell.  Thankfully, this wonderful man did finish the work; even though he had no connection with Rusco

  2,  no communications between others; explaining to me what was being done

  3.  I enforced that I was not responsible for getting rid of the excessive garbage; that they would need to take the mess/garbage with them.  

  4.  several days, the employees left the complex, stating they needed to go to the store.  Which tells me that the employees were not prepared

  5.  not listening to me.  Like, putting tape on the front door to allow easy access of the main door on first floor.  I live on the third floor.  I was reprimanded myself for that, ******* I did not pay a fine.

  6.  I have a sink now that does not hold the water.  The stoppers they left me, well, they do not work; I am using a pan to wash the dishes

  7.  Not receiving any paperwork that stated was being done for the $12,000.  I only had a pencil written sheet; no name of the person

  I am sorry but I am still angry with the work that done.  

   

  Business Response

  Date: 04/27/2023

  We're sorry to hear that this customer is dissatisfied with the level of service they have received. We have completed installation of all items contracted for and attempted to finalize any service matters they may have. The customer reached out at the end of February and opened a service ticket for a drain plug that was not working properly. Our team promptly ordered and received that item within a week. We have attempted on numerous occasions since March 7th to contact this person via phone and email to schedule their service appointment but have not received any communication back.

• Initial Complaint

  Date:04/10/2023

  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.

  Deposit paid to Minnesota Shower and Bath (Minnesota Rusco) 9 months ago for work to be completed in December 2022. Thus far - we have had 5 delays with work to possibly be completed in June 2023. We would like a full refund of the deposit (12k) so that we can hire a new company to complete our bathroom remodel. ** Rusco does not return our calls.

  Business Response

  Date: 04/10/2023

  We're sorry to hear that this customer is unhappy with the length of time it has taken to get their project completed. As communicated with the customer last week all items for their project are now in and their project is ready to be installed. It is worth noting that an item from the original agreement dated in mid-August became unavailable through our manufacturer. We notified the customer of this in November and placed the project on hold while awaiting a response on which item selection they would like to move forward with as an alternative to the no longer available option. After a month had passed we received confirmation of the selection and sent a change order on 12/15. The same change order was again sent on 12/19, 12/29, and 1/6 through various methods. The signed change order was not returned to our office until January 17th. Because the selection and change order were not received from the customer for over 2 months the project remained on hold. 

  After close review of call logs from this customer we have found that all calls were either answered and/or promptly returned. On multiple occasions we were unable to leave a message for this customer as their voice mail was full. Follow-up emails and texts were sent to ensure they were properly communicated with.