ComplaintsforMBR, LLC

• Initial Complaint

  09/09/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I hired them in March 2024. I signed a contract to order one window. I paid between $700 and $800. A mesauiorg tech came out. He couldn't get the glass out of th window. He said I would have to get a whole new unit. They sent a new contract to replace the unit ($1200). I signed the new contract. Two months went by, and I called to schedule. They made an appt to come out at 8:30am in the morning on 5.6.24. Nobody showed, so I texted ******. he replied that due to the rain their caulk wouldn't seal, so they didn't come out, but he didn't reschedule either. 

• Initial Complaint

  08/20/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Unanswered

  More info

  BBB entered hand written complaint forwarded to BBB via postal mail.

  I have seen the advertisement on ******** for windows installation company by the name of MBR, LLC. I called them they come did the measurement, signed the contract on date 12/10/2023 and told me to pay half of the money in advance the total amount that I gave them $2243. Since that date till now giving giving me date by date saying we are coming but still cheating me never show up. Recently the block my phone number too. Two times I went police station too.  

• Initial Complaint

  05/30/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  My wife and i ordered windows and door back on feb 2 2024 still waiting 4 months after , im requesting to have money returned of ******** refunded back to my card , owner is nice and really like him and his wife but i cant wait any longer i have found a different window company and will be installed next week , i just say they are very nice owners but have been waiting to long to be installed and wait and wait 4 months and does not take to long to get windows and door made and waiting months, just want my refund and i believe these windows will never get installed and i cant do business like this and say be out next week and nothing happens very disappointed and want refund and go about my business with someone else !!!I hate to do this but i see no action and my patients has run out and that i feel nothing is getting done and have to cause suffering from leaking windows and therr not done and the door and have come to conclusion need to have done asap and have gotten a window company that will have windows installed next week cant wait any longer !!!

  Business response

  05/30/2024

  The only reason you waited is because you signed a roof contract bounced the check and we were going to do all at the same time had you had been honest from beginning windows would have been installed.

  Customer response

  06/03/2024

  
  We ordered windows and down payment on feb 2 and 3 months later we were going to have you do roof and as we spoke about roof and windows were still not installed - we talking 3 months and was promised to have windows installed and door and still not here to install windows !!! Should not take 3 months tohave windows installed - yes i told *************** i had insurance check and told me as long as we sihn insurance check you needed ***** down - other replicable companies dont ask for nothing down while check getting endorsed- ihave proof of that -so i deposited check told *************** i put the insurance check in bank and that said was not endorsed by insurance co , is that ok -he told me was okand that i explained to him and he said go ahead and write ***** check i wanted tge insurance check to clear first before giving him ***** for deposit for roof , but he continued to say its ok - this was first claim on a homeowner claim for me, so i drove to him 50 mins to give ***** down payment andthis was about may 2024 but still no windows installed still , since feb 2 2024months after i gave deposit- look at other complaints about MBR LLC People complaining he is not doing whathe says !! So back to the roofing noticed bank pulled the insurance check to have roof fixed not endorsed by mortgage company i contacted him asap to tell him - in a text i will post shows i said i woukd pay his fee he said dont worry about it - he had also threaten me in a text message on may 30,th 2024 i would like to show proof of tgis company , i have text messages when he says be out and has not showed up !!! I explained to him need done asap for windows in feb 2 and his guy mattthat was working ****** windows promised in a few weeks but i have a text from ****** saying dont contact him wefired him cause promise customers ********************* in two weeks - i have son with ******** we have mildew coming from outside into our home cause of issues with windows we been getting sick told them needed within month may 2024 still nothing installed i felt like we were lied to - i have contacted other window companies they even said dont take 3 months to have windows done  - ****** did not deliver his promises to have tge windows with 8 weeks time i feel we were being falsely lied to !!!! The insurance adjuster for roof of the company we are with someone should never ask for ***** down they work with insurance company not the homeowner!! The adjuster even thought he was scamming us because i explained about he has not delivered windows aa promises and other companies i talkedsaid sounds like this company mbr llc seems to be scamming people. I offered to pay his fee he said no dont worry about it !!!im sure if i contacted the *********************** here in **** would have something to say !! My friends and family members felt like we were being scammed!!! Look at the history why tgis company is revoked !!! 
  Thank you !!!
  

  Business response

  07/16/2024

  You got a full refund, which you signed a contract states you do not get a full refund. You basically robbed our company. You bounced a check, signed a contract and agreed to work. Talk to me about it and talk to me about it and then backed out of a contract Without canceling you disputed the payment youve gotten your money back Through dispute process, so this complaint should be closed satisfied

  Customer response

  08/12/2024

  Yes my card company did refund me cause i used a dispute with them 

  thank you 

• Initial Complaint

  05/14/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Unresolved

  More info

  MBR (Ransom and his wife both present) quoted installation of sliding door replacement with door screen, floor repair at the door. Many excuses to get them to perform the installation and they did not bring the screen door. We were told by the installer it was on back order. Installer was also surprised about having to do the floor repair. I showed him it was part of the quote. We also ended up providing the materials for the floor repair and when the repair was completed and sliding door (minus sliding screen door), I wasn't thrilled with the floor repair. Spoke with Ransom about both and he assured us he would make them right. Many calls and texts about the floor and screen door we received so many excuses why he didn't have the screen door and why floor wasn't fixed. Ransom also states when pressed about the screen door the contract states that wasn't part of the price, I stayed it doesn't state it isn't part of the quote. He then texts us he did promise us he owed us the screen door, but no mention of the floor. Ransom also sold us on he guarantees a double warranty on materials and installation. Sliding door now drops on one side and doesn't close or lock properly. Again Many texts about "we'll be out and fix it" and he never shows up. Door manufacturer also has no record of MBR LLC as purchasing the door from them or us as the recipient, and his not honoring his so called warranty it appears we are just out of luck. If he responds to my complaint it will just be more excuses. I have saved every text communication between he and I so I have proof of his lies. This company needs to be shut down in Ohio, and he needs to be in jail for his obvious lies and miss deeds. Total crook! I have contacted another company to repair the sliding door at a cost and I want reimbursement, and want a refund of some kind since it's obvious Ransom and MBR LLC have no plans to honor any warranty the tout.

  Business response

  05/15/2024

  Doug your product was installed it was a custom job the door was fine and operational I believe you have tampered with the product. I should be in jail because you have a simple service? The heck this is so slanderous. I’ll have the attorney contact you.

  Customer response

  05/16/2024

  I'm not slandering anyone. My complaint is with the BBB. All of the complaints against this company are the same. Their reputation is terrible. My complaint is about their so called "Double Lifetime Warranty" which they refuse to honor. I have documents related to the fact. You cannot contact them because they block your number. I am not the only individual who has stated these people should be in jail. My main complaint isn't the work being done initially, it is the sliding door that doesn't work properly and the floor fix is terrible. I sabotaged my own door because I want to just complain? This is a typical response from this company. Again, look at the complaints on the BBB website, and ****** reviews. I am not the only one with issues with these people. I have added pictures. Again, you have a hard time getting them to complete work, why would i sabotage my door I over paid for to get these individuals to come to my home again to not fix the problem. I can also submit the texts going back to when we first delt with these people and the hassles we went through for the installation, and their many excuses why they didn't show.

  When I see the complaints against these people along with my own, yes they deserve legal action against them. The proof is out there on many sites against these people 

  
  Regards,
  
  ******* ********

  Business response

  05/22/2024

  it’s funny because I have a text from your wife saying that the floor is news to her when we were addressing this first screen issue you had because the door did not come with the screen which we went ahead and accommodated you we’ve done nothing but accommodate you, Zack with price anybody else would’ve charged you what we charged you for free there’s no way my text stripped the wheels out adjusting it the door is plumb I can send the original Installer there to check on the door. If you like since you’re claiming the floor is damaged it was already damaged. We replaced the rot from the original door, which wasn’t included in the price as courtesy. I’ll ship you the wheels unfortunately we have jobs going on and we can’t stop at a moments notice to adjust your door

  Customer response

  05/23/2024

  Adding original estimate stating floor repair is a part of the estimate not a courtesy. Wheels are not stripped the set screw is which I have stated. MBR has gone out of their way to not service their warranty, only offered excuses. This is a typical response from MBR as I have seen this type of response to other complaints against the company. They never offer solutions, only excuses. They never admit it is possible they made a mistake, it's the customers fault. 

  They can ship the wheels and I will have it cared for. I will also seek a form of refund for having to pay out of my own pocket the warranty repair. I will also seek a form of refund for the portion of their "Lifetime Warranty" cost since they truly do not offer one and that was part of their sell.

• Initial Complaint

  05/08/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Unanswered

  More info

  I contacted with MBR LLC for glass replacement in a bedroom window at our residence, I paid for the glass and the company sent a tech out to measure the glass that needed replaced. I was told it would be about two weeks. I did not hear back from the company so in 3-4 weeks I contacted the number. After a few calls I was able to speak to someone who said the glass was ready and we could schedule a time for the installation. I never heard back from them. I contacted the company by phone, text and email. The response was that email was the best way to communicate. After a series of emails, additional phone calls and texts, I still have not had the service. The company has stopped responding. I contacted the person who did the measuring and he indicated that he was getting several similar calls from people the company took money from and had not provided the service. He said the company would call him when they needed measurements taken and he would provide the measurements but that he did not formally work for them. At this point I am frustrated and feel the company has taken my money and will to provide the service.

• Initial Complaint

  04/07/2024

  Complaint Type:

  Order Issues

  Status:

  Unanswered

  More info

  On 12/13/2023 I signed an agreement with MBR LLC, ** ***** ** ***** *** ******* **** *****. They
  were to replace my patio sliding glass door, upstairs double hung window and back storm door for a total
  of $4,031.25 including tax. The salesperson told me the door was custom made and someone would be
  out to take more detailed measurements. At that time, I paid $2,015.63 as a deposit. After several weeks
  and inquiries, I was told an installer would be out to install the patio door and garage back storm door.
  No detailed measurements were ever taken.
  
  The first installer ***** and his assistant installed both the patio door and back storm door on February
  1, 2024. The back storm door was installed in an acceptable fashion that required adjustment and a new
  handle as it did not latch properly but is now in working order. The original patio door was installed
  backward (handle on the wrong side), ill-fitted in the frame, damage to interior wood frame components
  and sloppily caulked. The work was completed well after dark and was hard to assess the installation
  until the next day. I was hesitant to pay the balance on the patio door that night until I could perform a
  full inspection in daylight however the installer was adamant that the door was now installed and that
  he would not be paid for the work until I paid Ransom K***** (the ***** of MBR LLC). I wrote a check
  payable to MBR LLC for $1,800 and gave it to ***** the first installer. ***** called me the next day (Feb 2nd)
  and asked if I had stopped payment on the check because he was not paid for the job and was told
  by Ransom is was because I had stopped payment. I told ***** that was not true as the check cleared
  my bank (**********) and posted on Feb 2, 2024, deposited by Ransom. After several text messages and
  phone conversations with Ransom, he said he fired ***** and assured me the job would be completed.

  
  On Wednesday March 13th, I was contacted by another installer (**** ******* to install a new patio door.
  In-between the time of the first and second install, I had both a custom remodeler (***** ******) and
  another of Ransom’s installers (******* ******) assess the first install. Neither of them felt the first door
  was properly installed and there were a number of problems.

  
  When **** arrived the second time with his crew he had a previously installed door on his truck that
  Ransom wanted to substitute for a new door from ******. The original door was supposed to be custom,
  what Ransom ultimately installed, was just a standard stock door at a grossly inflated price.
  The second install had issues as well. There is a substantial air leak running the entire length of the
  interlock, I sent a video of toilet paper taped to the door literally blowing around from the draft to
  Ransom. His text response was, “that is bad.” He told me he would personally resolve the issue, we set
  an appt for March 21st, 2024. Ransom never showed or responded to my texts.

  
  In addition, the next day when I contacted **** about the problems, **** told me Ransom terminated
  all of his work and refused to pay him as well.

  I’ve never encountered anything this bizarre, unprofessional and disorganized. Moreover, dragging the
  homeowner into internal problems between the contractor and sub-contractors is ridiculous.
  I have retained ****** ******* ******** ** *** who sent a certified letter requesting a full refund
  ($3815.63), ex the cost of the patio door and storm (cost verified by receipts from ******) to Ransom
  K***** MBR LLC *** * *** *** ********** ** ***** on March 28th . There has been no response to that letter. I no longer want MBR LLC involved in this project and will continue to pursue this legally if I am not refunded what is owed. I have been more than understanding with Ransom in getting this resolved and tolerating the ongoing unprofessional nature of his business practices.

• Initial Complaint

  04/04/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  MBRLLC and owners Ramson and Maggie K***** have scammed numerous customers by taking their deposits in my case $1397.50 on December 14, 2023. I only had texts or phone calls with Ransom in mine experience but Maggie is included in a ******* ** * ******** ******* Once deposit paid no communication from company unless customer initiated. Ramsey set up several scheduled dates March 15, 19, & 28, 2024. Never followed through with installation dates for 2 bathroom doors. Kept making excuses such as flat tire on truck, installer had issues with storm, and the last one doors were not stained to Ramsey satisfaction!!! I suspect the doors were never ordered because Ransom owes thousands to building vendors. Ramsey lied to me as to where the doors were from *********. The company is in ******* **. I contacted ********* and spoke to *** ****** and ******* ****** and both indicated have never heard or have done business with MBRLLC. I am one of many that have been scammed by this company. I have also filed a complaint with the Ohio Attorney General Office. This company and the owners need to be exposed and prosecuted for fraudulent business practices.

  Business response

  05/08/2024

  Certainly, the contract states oak doors we have oak doors for you if you would like to come see the oak doors that match your home would be more than obliged to let you do so before scheduling. I have tried to contact your husband multiple times as well as other clerical staff here at Mbr. We apologize about all the inconveniences I would like to get your doors installed, the doors are gorgeous and we would love the opportunity to put them in for you. We could get out by end of week this week. If you would allow us, please let us change your opinion of us. We be more than happy to calm the remaining half of the job for customer satisfaction if this would work for you, please give us a call so we can get this Scheduled ASAP.

• Initial Complaint

  03/26/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Unresolved

  More info

  MBR window installation company is beyond unprofessional. Everything started off good, took them less than 24 hours to get out for an estimate but literally as soon as I paid my money, the did an entire 180. I couldn’t get anyone on the phone, couldn’t get a text back, I found out they saved my number and was screening my calls. I called from my number, 3 times and texted them for a call back, then called from an unknown number and they answered immediately. The owner Ransom kept making excuses for why they couldn’t install my windows even though I was on a very tight timeline which we discussed in great detail before I sent my money. A two week time frame turned into months after months, 40 calls, 15 emails, 40 text messages asking where my windows were. Once I told him I wanted my money back he told me to **** off and that I could come pick up the windows I ordered (for installation by the way) by myself. He told me that because I gave him a bad review online that he wasn’t going to deliver or install my windows and that he wasn’t giving me my money back because “I have kids and I’d lose money by refunding you”. From 2 weeks to 5 months later I haven’t seen a penny of my money back, a window, after sending them thousands of dollars nor have I received any communication at all. I am forced to take legal action against them even though he keeps trying to scare me into thinking I’d never win a judgement even though I have all of the facts.

  Business response

  04/02/2024

  **** i would be happy to allow you to pick up windows as was disscused please let me know datw and time

  Customer response

  04/12/2024

  My response to the business 
  
  Your response just shows your continued lack of professional. What owner would tell and customer to come PICK UP their own windows that we paid you THOUSANDS of dollars for to now go and install them ourselves with no refund from you. I do not want to do business with you now or ever in the future. Plenty of people have the same exact complaint as me, you steal our money, go ghost on us, and then have excuse after excuse as to why you can’t produce what you were already paid for. REFUND my money and show a little integrity for once. Thanks 

• Initial Complaint

  03/25/2024

  Complaint Type:

  Order Issues

  Status:

  Unresolved

  More info

  I provided a deposit for windows on November 2nd. The owner confirmed his team would install the windows four weeks from our deposit day. This company has not installed the windows. Instead, the company has made multiple excuses as to why they can’t install them, including an employee of theirs stealing the windows.

  Business response

  04/02/2024

  Employee did take them i sent you yhr police report. We are working to get them back however did offer refund and asked that you give us some time we are a small company

  Customer response

  04/02/2024

  I am rejecting this response because: the size of the business does not dictate whether or not you can offer a timely refund. The “police report” sent is a screenshot, which does not contain any pertinent details. Therefore, it does not corroborate the business owner’s claim that the windows were stolen by his employee. Additionally, the issues with MBR began well before he claimed the windows were stolen. For example, we do not have any evidence the windows were even ordered from Provia. We would like paperwork sent over, verifying the owner is releasing us from this purchase and that we will receive a full refund. 
  
  Regards,
  
  ****** *******

  Business response

  04/04/2024

  We have no issues releasing you from contract with the understanding, mbr will in a timely manner give you a refund. we are a small company and we will do our best to rectify the situation to the best of our ability as fast as we possibly can

• Initial Complaint

  03/20/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  My husband, D***** ********* and I, paid MBR, LLC $4,730.00 (half of the total cost) on 11/2/2023 for new windows at a rental property we own a *** ***** **** ****** ** ******** and we've never received the windows or anything for our payment. The owner, Ransom, has stopped answering our calls and texts and we fear that our money has been stolen. This is the description of work from the invoice: Window replacement Remove existing windows replaced with new Eco light Windows to be white on white double hung. Use Hilti spray foam around the windows and rwd inside for interior trim finish and caulking. Metal wrap exterior and caulk for superior seal. Remove all debris and trash from site. Windows to have lifetime warranty on service and parts.

  Business response

  03/27/2024

  As of currently, we are having issues with our distributor we have also filed a complaint with our distributor was in contact with Mr ********* explain to him what was going on and offered a resolution have sent a new contract stating he could purchase the windows and we would install the windows as soon as he was to have them We understand this is a huge inconvenience. We are in the process of a reorganization. We don’t plan to close however, we are restructuring the way we do things just waiting to hear back.

  Customer response

  04/05/2024

  I am rejecting this response because: 

  We paid MBR LLC $4,730 on 11/02/2024,  more than 5 months ago and absolutely no work has ever been completed and no windows have ever been installed. Ransom K******* response is for us to buy windows on our own that he would install. We want a full refund. That is the resolution we want. We cannot spend additional money for new windows we have already paid for and never received.
  
  Regards,
  
  ***** *********

  Business response

  06/10/2024

  -------- Forwarded message ---------
  From: ************************* <**********************>
  Date: Mon, Jun 10, 2024 at 10:03 AM
  Subject: Re: Please Respond to BBB Concerns
  To: ********************* <*********************************************>
  
  
  Mcdonugh filled a dispute and recieved monies back for window project

*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. ↩