Complaints

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

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  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

  *******-
  
  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# ********** for 6 doors placed on 11/15
  SO# ********** for 1 door placed on 12/9
  SO# ********** for 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: *******************, 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: *****************************************.  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 ***** ****** who 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 "*******************" and we have a handful of emails to/from this email address (*******************) with at least one response on Dec 16th and no order emails from this email (*******************) 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# **********  $15,833.60... 50% = $7,916.8
  SO# **********  $3,453.00 50% = $1,726.5
  
  Please confirm that you received this information

  Doug C**

  Customer Answer

  Date: 08/14/2023

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, 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,
  
  ******* *****

• Initial Complaint

  Date:01/12/2023

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 placed an order on 5/16/22 which included a modern cottage bi-fold barndoor for $1889. The doors arrived several months later (September) and were installed mid-October. I contacted the business and spoke to Kristi, a manager first on 10/25/22. I had the doors installed professionally but the doors don't touch when they close. There's a 1/2 to 1/4 inch gap in the middle between them when both sides are closed. At first the business was responding and advised that I modify some of the installation, which I had the contractor come out and do as instructed. It did not make any difference though. Some back and forth occurred and Rustica had me take more pictures and send them in, which I did 12/10/22. Since that time I have not been able to make contact with the business. I have left messages, texts, and emails but am not getting a response. At this point I would really like them to fix the doors, which I think would only involve sending me a new barn door metal guide that's slightly shorter so I can still use the existing doors. Or give me a refund. That's a lot of money to have paid for custom doors that do not fit.

• Initial Complaint

  Date:10/19/2022

  Type:Product Issues
  Status:

  UnansweredMore 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.

  BUYER BEWARE!!! They created a duplicate order, charged me twice for the same order and even though their customer service representative IN WRITING said "Yes I do agree with you, this was clearly unintentional.", they want ME TO PAY RETURN SHIPPING or "USE IT ELSEWHERE". THIS COMPANY IS A SCAM. DO NOT GIVE THEM YOUR MONEY!!!! Now my emails go unanswered and they have almost an additional $700 of my money. SCAM SCAM SCAM

• Initial Complaint

  Date:07/14/2022

  Type:Product Issues
  Status:

  UnansweredMore 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.

  The following letter is to dispute a transaction from 05/09/2022 with Rustica.com of the amount $757.73. The short description of the reason is as follows: On April 4th, 2022, I bought barn door hardware from the online store at rustica.com in the amount of $1026.01. That price covered the hardware for 2 sets of barn doors. As part of the selection process, I selected ‘buck’ style for the door hangers. Having 2 sets of doors this amounts to 8 hangers (4 per set of doors). After trying to install it I decided that I would rather have ‘stag’ style and call rustica customer service to arrange an exchange. I was told that I should ship the old ones back and proceed with the new order for the ‘stag’ style. I was told that once the return parts arrive my account will be credited for the same amount. I was given the return # ***** and address (Rustica **** ****** ***** **. Springville, UT 84663) to ship the items back. I purchased 8 new ‘stag’ hangers on 5/9/2022 for the amount of $757.73 and shipped the old items back the following day. After a while seeing no credit issued to my account, I called customer service at rustica.com. I was told that instead of a crediting my account I was given a store credit in the amount about 40% lower than I paid for the new set of hangers. The customer service representative told me that they cannot do anything without managerial approval and promised that somebody would call me back. After waiting couple of days for the call I called rustica multiple times hearing the same story. They also promised to email me, but I received no emails from them. At the present time I decided to dispute this transaction since all my attempts to resolve this were ignored.

• Initial Complaint

  Date:05/23/2022

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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.

  Sold an outside door that does not seal. Let's in water and bugs. Can supply pictures on request. Its's bad.

• Initial Complaint

  Date:05/14/2022

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 ordered an exterior wood barn door on June 27, 2021. It was delivered on September 8, 2021. I notified Rustica with pictures that the wood was cracking and splitting. on March 14, 2022. I received a notice that my email would be addressed. I followed this up with a phone call and was told that they were short staffed and someone would get back to me. On March 25 I called again since I did not receive a call back and I spoke with Amber and was instructed to resend my pictures. On April 2nd she informed me that shop management determined that it is normal wear and tear. Additionally, EXTERIOR doors need to be under an overhang. They determined that my soffit is not wide enough. How does a door that is 6 months old start buckling, peeling and splitting? This is not normal wear and tear. Rustica sells doors which they label as exterior barn doors that does not withstand 6 months of weather. The salesperson knew this door was being used to replace a garage door. Additionally he knew it was being delivered to NY.