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:09/13/2022

  Type:Customer Service 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 ordered a window through ***** at the Farmington, MO, location on 3/3/2022 and the installation was contracted out to Rams Renovation in Fenton, MO. Only today, 9/13/2022, the job was actually completed after several mishandled orders, poor communication, missed appointments, and staffing concerns. We were first scheduled for install on 6/15/2022 and were cancelled the day of due to not having the correct products. They openly blamed ***** for a mishandled order of a J-channel, but ***** was able to verify the owner himself cancelled it. Had to wait for the next available appt on 7/14/2022. On this day a man showed up at our house, dropped the window off in our garage and said he couldn’t stay to complete the work. Had to wait for the next available appt on 8/18/2022 and the worker did half the install and left with my kitchen half done due to missing supplies. Had to wait for next available appt on 9/12/2022 with my kitchen in disarray. Rams was a “no-call/no-show” for that appt on 9/12. The owner arrived on 9/13/2022 and parked in my neighborhood and watched my house! We had no call, no communication, no explanation for this very odd behavior! After another voiced complaint to Rams, *** came to complete the job on 9/13/2022. I have now lost 6 work days for this install at approx $446/day. The staff is unapologetic, unprofessional, quick to blame ***** vs taking any responsibility, and has a known history of bad customer service based on the complaints found online. I do not believe this kind of poor service is new for them, nor will they fix it until the BBB decides to get involved. My total paid to ***** on 3/3/2022 was $2078. The labor portion paid to RAMS was $622.94. Even though the labor cost alone doesn’t begin to cover my missed work days nor my 7 months of frustration and bad service, I stilll do not believe Rams should be paid for this installation. I am asking for immediate reimbursement of the labor cost of $622.94. Documentation upon request

  Business Response

  Date: 09/27/2022

  To Whom It May Concern:

  
  

  Below outlines the information needed to respond to the complaint from the customer, ******* *****.  We have offered to refund the labor portion of her project for her satisfaction.  Any other compensation she is requesting will be provided by Lowe's. Please let me know if you have any questions or concerns.  Thank you for your time.  

  
  

  3/17- Project Measured
  04/29 - notified that window was received
  04/29 - LVM for customer to schedule
  05/02 - LVM for customer to schedule
  05/04 - call to schedule customer.  Appointment set for 06/02.
  
  6/2 Installer A  and Installer B are unable to install due to no flex J and no flex 1 by 4.  Waiting for the correct product to be ordered/received by the store. We do not order products.  
  
  7/14 Installer A and Installer B take the window and the flex 1 by 4 out. Did not install because we need flex J, the customer agreed he wants new flex j at the time of install. Installer A suggests reusing flex j- customer refused because Installer A explained what it would entail for us to come back out and install flex j after the window is already installed. Window was left at the customer's house.  Waiting on the correct product to be ordered/received by the store.  We do not order products.
  
  8/9 install cancelled due to rain
  
  8/18 Installer A attempted to install a window for *** *****, but the wrong 1 by 4 was sent out and flex J still needed. Waiting for products to be ordered/received by the store. We do not order products.
  
  08/19 - Owner A orders the correct product needed himself to keep from delaying the customer.  Speaks with the customer and the Store Manager to let them both know what actions he will be taking to take care of the customer instead of continuing to wait for the correct product to be ordered and received by the store.
  
  09/12 - our Installer is delayed on another installation due to unforeseen issues.  We called the customer to let him know we are still committed to completing his project, but will be 2 hours late.  Customer requested to reschedule.
  
  09/13 - Both owners of the company agree that they will personally be completing the project on this day.  Customer is aware.  Owner A arrives and introduces himself and has our company logo on his shirt.  Explains that Owner B will be arriving shortly with the product and they will begin the install.  Customer calls and states she is calling the police because Owner A is sitting 2 houses down from her house.  Due to him waiting for the product and Owner B, he was submitting documents to the other 24 stores that were needed to close sales.  Owner B arrived and the project was completed. We offered to refund the labor on her project for customer satisfaction.