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: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. 

• Initial Complaint

  Date:04/05/2023

  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 contracted with them to remodel my bathroom last June. They still haven't finished and they put in a substandard vanity, sink and shower head and now expect me to take time off work for them to. Fix their was a shoddy workmanship and I we're going to be soon on a year to have a bathroom that works.

  

  Business Response

  Date: 04/05/2023

  **************, we appreciate you reaching out in this manner. Our Project Manager has already reached out regarding a solution that meets your needs in the best manner possible. We have an installer willing to come to your project on a Saturday this Easter weekend. Please feel free to reach out to our Project Manager if you have further concerns as he will make sure you receive priority.

  Customer Answer

  Date: 04/05/2023

   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.

• Initial Complaint

  Date:03/17/2023

  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 ordered a bathroom remodel last summer. The supplies came in and were supposed to be installed this week M-Th. The contractor only showed up 2/4 days due to some personal issues that arose. My husband stayed home from work but cannot be home this weekend for a chance that this bathroom will be completed. I have left multiple messages and have yet to hear back from ** rusco. At this time we are seeking legal advice and will begin the search for a new contractor. This is not acceptable.

  

  Business Response

  Date: 03/17/2023

  This project is in progress and nearly completed. Our installer's vehicle broke down this week and was repaired yesterday. Our installer apologized multiple times for the inconvenience experienced by the vehicle breakdown and cancelled a personal vacation to remain in the area to finish this ************** 3/17 or Saturday 3/18. Due to the customer's schedule this weekend ************ declined to have the install finalized this week and scheduled for them to return on Monday. The communication has been consistent with ************ and all calls/texts have been promptly answered or returned. 

   

  The only calls received from ************* were both answered and any concerns shared were addressed immediately. 

  Customer Answer

  Date: 03/17/2023

   I am rejecting this response because:
  They have not returned my calls.  The employee still has yet to show up again today (*his tools are here).  My husband has to report to ***************** today but agree to wait till after he came today.  And as you can see in the picture the project is far from complete.  Only the tub has been dropped in place 
  
  

  

  Business Response

  Date: 03/30/2023

  This project was installed to completion on 3/21. Our installer and office staff have answered or responded to all communication from this customer and have had numerous text conversations with ************. Our project coordinator met with this customer at their home on Wednesday 3/29 to go over the concerns that ************* has raised. During this visit the customer expressed that they were happy with the finished project and everything was installed per their agreement but wanted an upgraded hand shower. Our project coordinator agreed to provide the upgraded hand shower and install it free of charge as our way of apologizing for the inconvenience experienced due to our installers vehicle breaking down. We are happy to hear that they are pleased with the finished project and know they will enjoy their new shower for many years to come. 

   

  Customer Answer

  Date: 03/31/2023

   I am rejecting this response because:
  He was going to discuss with a manager about our project and get back to us.  I told him this was not what we had planned with their designer but at this point it is in and done.  We asked him about our bill and he as well as another told us we owe ***** when we called tge billing department they stated 24000.  There were no adjustments made for the wrong products being installed or the additional 3 days of work.  We are not happy with our bathroom but it functions and we are done with this company. 
  
  

  

  Business Response

  Date: 04/09/2023

  We are sorry to hear that ************* is dissatisfied with the service she has received. As previously stated, all items on the agreement signed by ************ were installed as agreed upon. The contract that was signed includes pictures of all items that were selected and were initialed by ************ stating that all selections were correct. This was again verified and confirmed with ************ at the point of remeasure before ordering the product. We understand that the 2 day delay in the project being completed due to the vehicle breakdown was an inconvenience and remained in very consistent communication with ************ to ensure we could finish the project in a timely manor. We have ordered and received the upgraded hand shower system that ************* had requested and will be reaching out this week to schedule the install of that item whenever is convenient for herself or ************. The duration of this project was within our clearly stated timelines for install and communication on project progression happened with and through ************ every 3 weeks until installation was complete.

  Customer Answer

  Date: 04/10/2023

   I am rejecting this response because:
  
  It is inaccurate.   My husband wasn't even home at the re-meassure nor do they go over what we ordered.  They literally just measured the space.  We have canceled our future projects and there's little that could be done to fix the past at this point.  We just won't be usingbor recommending this company ever again.

• Initial Complaint

  Date:01/30/2023

  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.

  April 4th 2022 rusco installed a walk in tub. It was removed end of October/ Early November and re installed another cheaper tub/ shower. We are continuing to pay for the first installment. I keep calling to figure the financial situation. Not to mention we never saw a bill for the second installment. Also a toilet was in stalled and the water run almost constantly. We got out water/sewer bill. $950. We called several times and nobody will call back. Rusco is terrible. The broke through the wall to our neighbors behind us and never told us. There are many more details that I am not satisfied with. I don't want to pay ****** for a bath/shower that leaked and leaked from ceiling. Took months for the to fix the ceiling and also the toilet they installed. The shower/ tub that was installed the second time was only a $3400 tub. I don't think I should be paying $****** tub/shower that was installed incorrectly. I would like this resolved. We paid $3000 down and been making payments since October of 2022.Please help ******************************* **************************** ************

  

  Business Response

  Date: 02/09/2023

  A walk-in tub was originally installed for this customer. This type of tub is made for bathing and the occasional shower. Because it was the only bathroom space in the house the customer's husband used it as a primary ********************** resulting in excessive water getting on their floor. The amount of water accumulated from the improper use of this tub resulted in damage to the ceiling below. Due to the desire of this customer to continue to use this space as a primary shower our manufacturer worked with them to select a new tub, supplied all new products to the customer, and we did a second full install of the space along with repairing of the water damage. Our manufacturer has been in contact with this customer to offer a refund for the difference in pricing between what was originally purchased and what was installed this second time including new walls, tub, faucet, plumbing, electrical, trim, etc. This offer from our manufacturer is still on the table. We believe this to be a fair solution and look forward to hearing back from this customer. 

  Customer Answer

  Date: 02/10/2023

   I am rejecting this response because:
  
  First of all wevwere never  told that this product was mainly for bathing.   We said  we were going  to use both shower and  tub.  Nothing  was ever said it was mainly used for bathing. 

  Also why is  it  a shower tub combo?  If the shower  leaks why install the shower?  Over time a leaky shower causes water damage. 

   

  October of 2021 we put $3000 down and been making  payments on this installment 

   

  Finally on April 4th 2022 it was installed 

   

  From  the first time using the shower/tub, it leaked all over the floor when thevglass door opened.  We called and wanted someone to repair it, and sent a photo of  the problem. 

   

  A repair worker come and caulked a seem so it would not leak.    That surely  did not work.  Infact was worse.  After a shower when we opened the glass door water flooded out onto the floor.

   

  We made several  phone calls to try to get this repaired for several weeks and then we noticed that in our furnace room below the bathroom a hole in our ceiling znd water dripping on the floor and it was leaking very close to the electrical box.

   

  Made several more calls ans noone seemed to care and there was absolutely  no response.   

   Also the jets in the tub would not shut off.  And i had to turn the breaker off to stop the jets from running. 

   

  Once again  made more phone calls for repairs and no response. 

   

  Also at this time we reported that the toilet  they installed, that the water keeps running  and I couldn't shut off thr valve to syoo the toilet from running.   No response whatsoever. 

   

  Someone  looked at the jets in the tub and said it couldn't be fixed....

  Meanwhile the leaking continues.   Rusco will not respond.  And there is water damage but we were never  told how much damage  was done. And the toilet is  still running water...

  Rusco  was not responding to my or ****** 's calls. 

  i contacted ****** and asked for help with Rusco being they would not respond to 

   

   

  

  Business Response

  Date: 02/22/2023

  We allowed this customer the opportunity to select any new tub they desired, supplied all new products, and did a second full install of the space along with repairing of the water damage. Our manufacturer has been in contact with this customer to offer a refund of over $6,500 for the difference in pricing between what was originally purchased and what was installed this second time including new walls, tub, faucet, plumbing, electrical, trim, etc. This offer from our manufacturer is still on the table. 

• Initial Complaint

  Date:01/04/2023

  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.

  In May 2022 I scheduled 2 shower installs and paid 15K down towards a 30K total. The original install was for October 2022. Then it was delayed until November due to supply chain issues. It was then pushed out to early to mid December 2022, still due to supply chain issues. At the time I was receiving weekly to biweekly updates. The last update was 12-3-2022, and I was told that the install is still on track for early to mid December 2022. I thought that odd, since it was already early December 2022, and, since they schedule installs one week out, the install would have needed to be scheduled that week. I have not heard back from MN Rusco since December 3, 2022, and attempts to contact them only give me the option to leave a voice mail, or I am disconnected. The reason I agreed to pay such an exorbitant amount was to avoid issues like this. I could have gotten this treatment for 1/2 the price.

  

  Business Response

  Date: 01/13/2023

  Our office has been in contact and scheduled this installation with ******************. Due to the nature of the installation we have scheduled a demo of the shower pan in one of the bathrooms with the installation of both of the bathroom projects within 2 weeks allowing time for the custom pan to be manufactured and shipped. There were no inbound calls from this customer that were not answered or promptly returned. During this process we have maintained contact on a 3 week update schedule to ensure he was kept up to date on where we were with the project. We look forward to completing the project for ****************** and exceeding his expectations. 

• Initial Complaint

  Date:12/02/2022

  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 am trying to close a project started in 2021. I am withholding a payment of $1000 until I have some information on the specific items installed in my bathroom. The items initially agreed upon were changed probably due to supply chain problems or a wrong item ordered. The project was been complete for many months. Every time they call to request final payment, I request the list. I have request the list at least 10 times. Also the building permit has not been finalized.

  

  Business Response

  Date: 12/09/2022

  The requested breakdown was mailed to this customer on 8/12/2022. A manager from our sales department followed up with a call and left a voice mail for the customer requesting a call back to discuss any questions they had. All items specified in the contract dated 1/8/2021 and change order dated 03/03/2021 were installed as specified. 

  Customer Answer

  Date: 12/09/2022

   I am rejecting this response because:
  

  It was not a list of items installed, but an accounting list of money spent.  Generic items were listed.  No supplier data or item numbers were supplied.  

  
  

  

  Business Response

  Date: 12/25/2022

  The list that was provided included specific part numbers for all items installed that had one.  Because some items were custom built they do not have a part number for ************** to be able to search.  For example; custom onyx showers are made specifically for the space and requirements of each home and do not have a part number.  The tub deck was also a custom product that was built on site using various pieces of lumber. 

  Customer Answer

  Date: 12/31/2022

   I am rejecting this response because:
  
  The only list supplied was at the time of accepting the proposal.  No list of installed items has been received.  Is it true that RUSCO does not maintain an installed list?  Significant changes were made during project time by RUSCO due to unavailable items.  The remodeled bath is working fine.  I Just need to complete my project documentation.  

• Initial Complaint

  Date:10/31/2022

  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.

  Minnesota ***** did a complete remodel of our bathroom in December 2020. In October 2022 our toilet was leaking so my renter called them and was told they couldnt do nothing. I called them back and I was told they would send somebody out the next day. I decided we couldnt wait another day due to the leak and called a plumber. The seal and O rings were bad. The total bill was $290. ($250 trip charge and $40 in parts) I called Minnesota Rusco back and told them that we had a plumber come out and repaired the leak. I requested to be reimbursed as I believe that in less than two years that should of not happened. They agreed to give me $40 for parts but not cover the labor. I am not happy with that decision.

  

  Business Response

  Date: 11/02/2022

  We spoke with this customer the day of the leak. We shared with the customer the labor for any repairs is covered under a 1 year labor warranty. Because she was outside of the labor warranty and there had been no leaks in 2 years that there would have been a $250 trip charge for *********** to go to the property but the parts would all be covered. After discussing with the service manager we scheduled for *********** to assist the following day as the water to the toilet was shut off and there was another toilet in the house in operational order. We are willing to offer a $40 reimbursement for the parts that were used since those parts would have been covered under her warranty. 

  Customer Answer

  Date: 11/02/2022

   I am rejecting this response because: of their poor customer service. Yes we do have another toilet available but it is downstairs. The one that leaked was our main toilet plus Rock lost a days pay due to the leak that should of NOT happened. As expensive as they are it should last at LEAST two years and to cover just the parts unacceptable as that is probably in the cost of labor without knowledge to the customer. I will refer them as a HORRIBLE company 
  
  
  

  

  Business Response

  Date: 11/03/2022

  It should be noted this customer has been extremely rude with our staff and making threats to each person on the phone before hanging up on them while we tried to find a solution to this matter the day it happened.

  As stated to the customer originally - The project was covered under a 1 year labor warranty. The $250 trip charge by the plumber she used is equal to the trip charge she would have had with ***********. We arranged for him (***********) to make any necessary repairs within less than 24 hours of hearing of the issue. Because the toilet was shut off, there was not an active leak, and 2 other bathrooms with operational toilets were available for use at this property a same day emergency service was not needed. Our offer for $40 in parts that would have been covered still stands.

• Initial Complaint

  Date:09/07/2022

  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 had MN Rusco put siding on my house. The siding on the front eve of the house has slipped and needs to be fixed. I called MN Rusco and they wanted pictures which I sent them. Then they told me they had a manager in the area and he would stop by and look at it. I was not able to be home when or if he arrived. I called MN Rusco back after a few days and they said they will call when they are going to send somebody to fix it. It's been 3 weeks. I called MN Rusco again and asked to talk to a manager. I was sent to ***** and left a message on his phone he emailed back and said it's not the siding. I can go outside my house and see it's the siding. They don't seem to want to fix the problem.

  

  Business Response

  Date: 09/16/2022

  During the email communication referenced by this customer ***** specifically said "Hi ****, sorry its late in the day but I wanted to reach out to you. I reviewed your video sent 8/24/2022 and it looks like the paint is peeling off the bottom of the soffit is that correct?". This was in response to a video sent by this customer showing paint chips on the ground in front of their garage. They were never told it was not the siding. 

  
  We did find that there is a small piece of J-channel that needs to be added to a section of the siding just below the soffit. This piece is nowhere near the section of the house that was depicted in the video sent in. This piece has been ordered and a service technician is scheduled to install. 

  Customer Answer

  Date: 09/16/2022

   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.