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:06/22/2025

  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.

  On 4/20 we woke up to find that a pipe burst in our kitchen and flooded it. The plumbing company fixed the leak and call out copper state to do a demo of the kitchen and dry up the water. With not knowing anything about what to do and the whirlwind of things going on we went forward with this company even though our insurance company had problems with them in the past. While the company was there demoing the kitchen. On 4/22 they came out and used a knife to cut plastic to put on the travertine tile. While doing so the scored the tile floor in multiple places with the knife. I reached out to the company to let them know of the situation. They were more concerned with the build back amount the insurance company was giving us and wanted a copy of it. We were unhappy with the work as of this point and lack of communication that we were told by our insurance company we could use who ever we wanted. Copper state told me that someone would contact me about the floors. A week later a gentleman named ******* call and left a vague message to call him. I returned his call 4 times leaving a message every time to no reply from him. I reached out to copper state again and again but I got the runaround. They explained to me that they were very busy and their department that handles issues only has two people in it and they were on a project and the could not give me a date on when they could come and look at the floors and how to proceed. It has now been approximately *********************************************************************** compensate us. This company was already payed through our insurance company on the work that they did and was informed that they were not going to be doing our build back. We feel that they now refuse to do anything and hope that we just go away. I have all the emails I can provide to you if needed. At this point I am going to call a stone and tile company to come look and advise us as to how the floors can be repaired and the cost.

  Business Response

  Date: 06/24/2025

  I would like to take a moment to address some issues in what youve stated. The first being that we have not communicated regarding the tile warranty and having it repaired. We have been in communication with you, just as recently as 06/11, to which we did not receive a response. In this email, we explained that as of right now we do not have an approximate date to have this repaired, though we will absolutely handle it. Unfortunately, ******* is part of a small in-house team and is in the midst of multiple emergency repairs, where the home or portions of it are not functional. Until those begin to wrap up, we cannot provide you with an exact start date to repair the cosmetic scratches in the tile. Additionally, it is worth addressing that the reason we requested the repair estimate from your insurance is because that is the pre-approved scope of work. We did not request it just to find out what youre getting paid on that. You are already under contract for those repairs already with Copper State. I apologize if you thought it was wrong for us to request that scope from your insurance, but it is standard operating procedure on every single project we handle. This was also explained twice in writing. We understand that you would like the scratches taken care of, and we are looking into options to speed the scheduling up. However, I think you can agree that it would not be fair or prudent to pull ******* out of an emergency project that was in progress long before the loss at your home occurred for cosmetic repairs. If you choose to have another company come out and estimate the repairs, that is your right as the homeowner. But Copper State has already advised that we are willing to handle the warranty in-house. We, however, are not obligated to work with another company to facilitate that repair though. We are respectfully requesting that you be patient with us just a little while longer as we are working hard to try and get you on the schedule.

• Initial Complaint

  Date:04/28/2025

  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.

  February 25th 2025 my kitchen ceiling was demo'd, a 7 foot by 7 foot section of drywall was removed and covered with plastic sheeting. I have followed up numerous times with the company to get the repairs scheduled. I have been met with excuses or just plain ignored. The plastic sheeting keeps falling down. My electric bill is going up. This is after the company failed to show up 2x to demo with no call. The original damage was done in July of 2024. My kitchen light was also damaged which I have no hope will be repaired at this point. My roof is also damaged which I can't have repaired until the ceiling is repaired. Every time it rains it comes through my roof.

  Business Response

  Date: 04/30/2025

  A significant portion of the issues encountered stemmed from delays associated with the insurance company, particularly in obtaining the necessary approvals to proceed with the required work. We would like to emphasize that the customer has not been overlooked; our team has made consistent efforts to reach her in order to schedule the repairs. However, we have faced numerous challenges in establishing contact via telephone, as the customer will only communicate via email. 

• Initial Complaint

  Date:03/13/2025

  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.

  The project started more than 6 mo. ago. There was some water damage in the kitchen which required some extensive deconstruction of some of the counter tops. The job was contracted to another *** (*** *****) and was unsatisfactorily completed more than 2 months ago. Aside from all the delays and excuses, I was told there was a balance due upon the completion of the project. I received an insurance check ($2,975) that was paid to Copper State for the re-construction before the work was even started. I paid them additionally $4,466.00 which included my insurance deductible. I have since been informed that I'm entitled to a refund because they've been paid directly from the insurance. There was very little or poor communication about this matter. The refund was supposedly issued in Jan. ***** time I call, they have some excuse. This *** is deceptive and not forthcoming in it's practices.

  Business Response

  Date: 03/14/2025

  There was a check that was written and mailed to the customer but the customer ********************* he did not receive the check, so we are getting a new check reissued to the customer. He has been made aware of this as well. 

  Customer Answer

  Date: 03/14/2025

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  ******* *******
  
   
  

• Initial Complaint

  Date:02/17/2025

  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.

  Water damage was discovered on Dec 4 2024,,,,,by recommendation of our plumber, Copper State Home Builders was contracted to handle mitigation and rebuild. In the process, one of their contractors damaged our hardwood floor. Management was aware on December 12th. They acknowledged the damage and accepted the responsibility for repair. On Jan 22 of 2025 I received notice that they would be reaching out to me soon. After numerous emails and continued requests for completion, as of today 2-17-25 they still have not repaired my floor. I have repeatedly asked them for a completion date. It is a winter home and they have had unlimited access to my home to complete the repairs. I will now be arriving on 2-19-25 and will probably need to stay in a hotel during/if they complete the floor repair. I have reached out to management, who has not returned my call. For more than 60 days I have heard promises and then excuses. I have kept all documentation of this frustrating process.On a positive note,,,They have nearly completed other damages.

  Business Response

  Date: 02/20/2025

  Copper State is currently working to resolve an issue that is not our fault. Both the customers insurance adjuster and their supervisor agree that we are not responsible for what happened. The problem arose because the customer's flooring was not sealed properly. As a result, when we used tape to do our job, which is the industry standard, it mistakenly removed some of the flooring's finish, which shouldnt have happened. The responsibility lies with the company that sealed the flooring in the customer's home. Additionally, our contract, which the customer signed, clearly ********************* that we are not liable for situations like this.
  

  Customer Answer

  Date: 02/24/2025

  pursuing other remedies 

  Business Response

  Date: 02/25/2025

  customer is pursuing other remedies, no response needed. 

• Initial Complaint

  Date:01/09/2025

  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.

  Submitting a complaint regarding their handling of my claim and the subsequent threats of a lien. Under Claim 2, the services included the mitigation of water damage caused by a failed shower valve. The charges presented by Copper State Home Builders LLC included several erroneous items that have been disputed. The total invoice for Claim 2 was $1,995.05, which included charges for services that were not rendered, such as days of equipment usage. After negotiations, it was agreed to remove certain charges, which brought the revised total to $1,168.72. However, despite these adjustments, amount still included erroneous charges, the revised total was set at $1,103.01. The $1,103.01 does not reflect the addition of my absorbed deductible which is the issue.Prior to the mitigation being authorized i received a text from *** at Copper State, stating and i replied, I, [Name], own the property at [Address] and give *** and Copper State permission to begin mitigation services at this location as discussed in the phone call and text conversations that occurred on (Date). I understand that my deductible of $1,000 will be absorbed.However ****** from Copper State was provided the screenshot with this info and she advised that the absorption of the deductible only applies to the reconstruction portion of the claim, not the mitigation and therefore they will not agree to apply it. I advised that this was a condition of my approval and was part of our contract which both parties agreed. She again refused and threatened to place a lien on my home. It is important to note there are 2 claims. Claim 1 was resolved, and the contractor was paid over 4K. Claim 2 there remains a balance of $500. Neither claim incorporated the agreed-upon absorption of the deductible, which was initially stated to be $1,000. Now they are threatening to apply a lien based on this ***************************** constant communication and paid all undisputed values.

  Business Response

  Date: 01/10/2025

  The customer expressed her desire to contest the payout provided by the insurance company, as she intended to retain the funds for herself. Despite the fact that all necessary work had been completed and the insurance company had issued payment for the approved amount, the customer claimed that the work was incomplete. Documentation was provided to both the insurance company as well as the customer. This payment was supposed to be forwarded to Copper State as per the agreement. It is important to note that the deductible was only waived on one of the claims, not on both, which is a crucial detail in this dispute.

• Initial Complaint

  Date:01/04/2025

  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 August of 2024 Copper State came in at the recommendation of our plumber. They were quick to come in and tear up the bathroom. Our only bathroom. After much back and forth with the insurance company ( a month long process) a check was issued and sent to Copper State. It took them 2 weeks to get a contractor out to talk repairs. The project manager found a discrepancy in the mitigation paperwork, to our benefit ( the home owner). The project manager sent me an invoice reflecting that we were due a credit of $1258.67 on October 28th. She got approval to reimburse us, but told me it may take some time. I contacted the office on November 20th to find out if it had been processed. No one answering the phones could tell me if it had been sent. Called weekly through December and was told the check signer was not there and could not find out if it has been sent. I have not gotten any calls back from my project manager, the office manager, accountant or owner.

  Business Response

  Date: 01/07/2025

  This has been explained to the customer that there is a process for refunds, but this has been handled and the refund is in the mail this week. 

  Customer Answer

  Date: 01/07/2025

  The conversation I had with N on December 19th, I was told the check would be signed and mailed December 20. When I followed up because it never showed up I was told several times they were waiting for the check signer. And they could not tell me when he would be in the office to sign it and could not tell me when it would be sent.

  Business Response

  Date: 01/08/2025

  That was during the holidays and the owner was out quite a bit. As stated, this has been handled. Check will be in the mail this week. 

  Customer Answer

  Date: 01/10/2025

  I will not accept the actions until the payment has been received.

• Initial Complaint

  Date:10/09/2024

  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.

  Had Master Rooter come in to assess potential water damage. Master Rooter brought Copper State Home Builders in to tear up the floor. Have been repeatedly quoted prices that have continued to increase over time. C

  Business Response

  Date: 10/10/2024

  This is an insurance claim, no bids have been provided to the customer. We are working directly off the scope of work from the customers insurance company. If the estimate amount is higher, that means a supplement was approved by insurance and they are paying out on that. 

  Customer Answer

  Date: 10/10/2024

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  

  I am far from satisfied, as I was originally after someone to just fix a weak spot on the floor so I could stop sleeping on the floor. That this ended up with Master Rooter deciding to do $6900 in repairs and that I'm now paying off an additional $6000 because the weak spot turned into a complete redo of the hallway and bedroom floor and I've lost almost a fifth of my retirement savings? Not at all happy and I'm looking to see if I can finish the repairs myself since I can't count on Copper State not to charge additional thousands of dollars just to repair the areas still torn up from their previous work.

  
  Regards,
  
  ***** *****
  
   

  
  

• Initial Complaint

  Date:10/24/2023

  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 hired Copper State Home Builders to repair water damage from a leaking toilet in our upstairs bathroom in 2018. They were paid to complete the work and now five years we found that they never actually installed the toilet correctly and it has been slowly leaking into our floor and basement ceiling for the past 5 years. When I contacted Copper State to discuss the problem they told me that they would not help me in anyway. The plumber that came out and removed the toilet this week to find the problem said it completely clear that the toilet was never actually installed correctly as the wax ring above the ****** was still completely intact. Thus there was never an actual seal on the toilet and it has been leaking every time it was flushed over the past 5-years. We now have a major problem on our hands because Copper State was negligent in their work and never completed the work. If they had, we wouldn't be having the problems we are now.

  Business Response

  Date: 10/25/2023

  This job was completed over 5 years ago, our warranty period, per our contract is 2 years. This is far outside the warranty period, and will not be covered by Copper State. If the customer would like this fixed, they will either need to file a claim through their insurance, or pay out of pocket. Had this been brought to our attention within the warranty period, then yes it would have been fixed. 

• Initial Complaint

  Date:10/16/2023

  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.

  I had a new shower from Jacuzzi and Copperstate tore it out. Now they are refusing to pay ******* to reinstall it.

  Business Response

  Date: 10/17/2023

  Copper State is not refusing to put the tub back, it was removed during the demo portion and we are pending approval from the insurance company to pay for it to be put back. As soon as we receive the approval, the tub will be put back. The tub had to be removed due to the water damage around that area, so in order to put it back, the insurance company needs to pay for it as a part of the claim. 

• Initial Complaint

  Date:09/06/2023

  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.

  On 8.8.23, a rep. from copper state assessed water damage at our residence. Fans were set up to dry the water that evening and the next morning. They were told to stop working on the project the next morning but continued to mitigate the water damage. The invoice included many incorrect charges: charges for the work performed after they were told to stop, work that was not performed, and exaggerated hourly labor charges. The business has been unresponsive at correcting the invoice charges. Requested an estimate but one was not provided.

  Business Response

  Date: 09/06/2023

  Copper State Home Builders completed initial mitigation work at the customers home, on the 10th the customer advised that he would like to not have work completed. We sent a release form for him to sign and send back stating work was being cancelled. The work we billed for was work that was completed, we completed the dry-out of the affected areas and pulled the carpet and carpet pad up. The customer has an active insurance claim, so we are currently working with the insurance adjuster regarding the invoice. There are no discrepancies on the invoice we submitted to the customers insurance company, as all of the work we completed is what we billed for. We have also been in contact with the customer regarding this matter, our office was closed Monday 9/4/23 due to the holiday, but our office has communicated with the customer on several instances. 

  Customer Answer

  Date: 09/06/2023

  Copper State Home Builders completed initial mitigation work at the customers home, on the 10th the customer advised that he would like to not have work completed.

  the company was told to 'pause' their work on 8/9/23 at **** hrs and it was acknowledged at **** hrs. with a comment that the message was understood, it would be placed on their schedule, and that work would continue (despite the 'pause' notification and acknowledgement).  the work project was 'cancelled' on 8/10/20.

  We sent a release form for him to sign and send back stating work was being cancelled.

  these forms were never signed.

  The work we billed for was work that was completed, we completed the dry-out of the affected areas and pulled the carpet and carpet pad up.

  the dry-out was not completed by this company as they were 'cancelled' prior to the carpet drying.

  The customer has an active insurance claim, so we are currently working with the insurance adjuster regarding the invoice. There are no discrepancies on the invoice we submitted to the customers insurance company, as all of the work we completed is what we billed for. We have also been in contact with the customer regarding this matter, our office was closed Monday 9/4/23 due to the holiday, but our office has communicated with the customer on several instances. 

  some of the above info. is superfluous and does not address the overcharging and the incorrect billing for work that was not completed.

  Business Response

  Date: 09/07/2023

  The customer did not sign the release form stating they were cancelling work, as they stated they did not sign the form. Our billing is done through a software called Xactimate, this is an insurance based software program used across the board. Nothing on our billing was overpriced, incorrect, or not done. Everything we did was completed. 

  Customer Answer

  Date: 09/08/2023

  i did not sign a contract for them to work on the property so their wasn't a reason to sign a release.  I provided a text, email, and phone call to stop the work which were acknowledged and the project was cancelled. This is another example of their irrelevant response and incomplete information to the facts.