Complaints

This profile includes complaints for Rustica's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

close

Find a Location

Rustica has 2 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  Rustica

  1520 N Main St Springville, UT 84663-1057

• 

  Rustica

  1060 Spring Creek Pl Springville, UT 84663-3037

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:07/27/2023

  Type:Product 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.

  In November and December of last year I purchased 11 custom wood exterior doors for my Equestrian Facility. I made it clear that these were "Barn Doors" to be used in Florida. I received the doors, of course some of the material was missing which they made me repurchase.
  
  In April of 2023 we noticed elements of the door design began to separate and door swelling. I called their showroom and customer support number and left messages over 10 times as well as sent emails to their customer support including the sale person as well.
  
  I cannot get a response to address the issues im having with their product which has a "Worry-Free Satisfaction Guarantee"
  
  I have exhausted my patience and every reasonable recourse. I am seeking assistance in resolving this matter.
  
  I would like the doors replaced or a partial refund so I can get the doors fixed myself.

  Business Response

  Date: 08/07/2023

  REMOVED-
  
  I apologize that your issue was not addressed properly or sufficiently. I received notification from the BBB of a pending issue, but was completely unaware of this situation. Please work directly with me moving forward.
  
  I do see the following orders:
  SO# REMOVEDfor 6 doors placed on 11/15
  SO# REMOVEDfor 1 door placed on 12/9
  SO# REMOVEDfor jam material and weather stripping
  
  I am not seeing 11 doors ordered as you mentioned. The details of the order shows that these doors were ordered interior doors through a trade portal meaning that someone with access to this email: REMOVED, placed the order online and not over the phone. Please review the order confirmation sent at the time of order to make sure we communicated correctly that we received an order for interior doors.. This may be the principal reason for the issues you are experiencing. Clearly an interior door is not warrantied for exterior use.  Exterior doors have a different warranty and all of the warranty information can be found on the website here: REMOVED.  If these were ordered as exterior doors we would need photos of the overhang/portico for warranty purposes assuming they feel in the warranty timeframe, which these do not. 
  
  The issue you are seeing is likely principally due to interior doors being used as exterior doors. Beyond that important detail wood doors will react differently in different environmental conditions and if doors. The upkeep of a door to prevent the environmental conditions from creating problems is up the the customer. We can only build a quality product as requested, in this case interior doors, by the customer placing the order.
  
  We are not sure if it was you or Mr REMOVEDwho placed the order with access to your trade portal, but the order was placed for interior doors.
  
  With all of that shared we do want customers to be happy and we do work hard for a worry-free satisfaction guarantee. We provide a link at the bottom of every webpage, "Customer Satisfaction" that allows for feedback and gets a direct response. I have no record of that link being used. In addition our system will "tag" calls from the number of the account so we can see when calls arrived. I see only 1 call since Dec 2022 on 6/21. Perhaps you called from a different number?  We also have a record of the emails to "REMOVED" and we have a handful of emails to/from this email address (REMOVED) with at least one response on Dec 16th and no order emails from this email (REMOVED) since then. I apologize if you have had trouble getting a hold of us and I am not seeing the same amount of calls or emails sent to us as you have indicated. I would love to review them and find out where the disconnect is. Will You please forward them to me?
  
  Moving on to a resolution. I am not sure what you are asking for since the doors were ordered as interior doors and delivered as interior doors and shipped over 6 months ago. We are not surprised to discover that they are not holding up with an exterior application, especially with the humid Florida environment.
  
  I think a reasonable and generous offer, based on the details and information of the order and warranty, is a 50% credit of what you paid for the price of the doors to be used to re-order the doors as exterior doors. However, please read and understand the warranty policy so that you are aware of what is covered and what is not. 
  
  Here are the amounts actually paid for the product that we can consider applying as a 50% credit to your account:
  
  SO# REMOVED  $15,833.60... 50% = $7,916.8
  SO# REMOVED  $3,453.00 50% = $1,726.5
  
  Please confirm that you received this information

  Doug CREMOVED

  Customer Answer

  Date: 08/14/2023

  
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID REMOVED, and find that this resolution of providing 50% of the total paid amount as in-house credit towards new product of our choosing is satisfactory to me.
  
  
  
  
  Sincerely,
  
  
  
  REMOVED