Complaints

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

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  Kustom US, Inc.

  640 E State Rd 434, Suite 1000 Longwood, FL 32750-7567

• 

  Kustom US, Inc.

  6810 E Rodgers Cir Boca Raton, FL 33487-2651

• 

  Kustom US, Inc.

  11301 47th St N Clearwater, FL 33762-4963

• 

  Kustom US, Inc.

  1871 McFarland Pkwy Alpharetta, GA 30005

• 

  Kustom Disaster Recovery & Restoration

  200 Powell Dr STE 104 Raleigh, NC 27606-1300

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:03/07/2025

  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.

   
  Complaint: 23034417
  
  I am rejecting this response because: I myself called your different offices and complained, as well as my Aunt for months. So to say this is the first you heard of this is a complete lie!! It was explained to your employees (several on different occasions) that my parents were in poor health and elderly. They are not the type to raise concerns and they have memory issues. Both my Aunt and I expressed this over and over. My Dad did complain about being left in the dark-months ago!! When you were out at my parents house, my Dad told you they weren't happy. Your company didn't show up numerous times when they were supposed to. No call letting them know you were going to be a no shows-nothing. Then lied stating you all spoke to him and he was ok. You're claim is 100 percent not true. Again you were told this by my Aunt numerous times as well 

  As far as your office "relocating" it doesn't matter closed-relocated- either way it's no longer there. That right there is just word play! Your ************* closed-its that simple. No one let them know their contractor was no longer there either. They were left hanging with no contact and no action. Taking "a little longer" is an understatement-15 months. There is no reason the cabinets shouldn't have been ordered WAY before a year. The appliances have been in the house for over a month but still haven't been hooked up/power to them. Tell me, what good is that?

  Nothing you are saying is true. My Mom and Dad have gentle souls and your company took advantage of that. The lender has had the funds since close to the beginning, approximately a year. I simply don't see how you can blame the insurance. Your company has been the issue. Showing up to do the work has been the ongoing issue. It's great things are happening now after numerous calls and complaints. Your company still hasn't provided ANY Itemized statements showing what you have charged and completed. Those need to be sent **** going all the way back to January 2024. I'll expect to have those in my parents hands by the end of March. Listing ALL costs and charges for this project. 
  
  Sincerely,
  
  **** ******

  e. This is elderly abuse at its best. The original office in ****** closed and fired the first *** ***, that was handling it. However, No one ever notified my parents. We just keep calling and empty promises are made. I fear my parents will become seriously injured or worse by this home left to flail in the wind with these repairs not being completed, 15 months +. This is unacceptable!

  Business Response

  Date: 03/17/2025

  We were unaware of these issues prior to its submission, as the homeowners had not previously expressed any concerns to us. A Kustom representative visited the property last week while work was being done, and during that visit, the homeowners confirmed they were satisfied with the progress.
  
  We acknowledge that the project took longer than anticipated due to delays related to the insurance process and the custom cabinet order. However, we have remained committed to completing the work to the highest standards.
  
  As an update, flooring installation was occurring last week, with packback and final plumbing/electrical work set to be completed this week. At that point, the project will be approximately 99% complete.
  
  Additionally, we would like to clarify that our office was not closed but simply relocated to a new space. Furthermore, the employee in question, ***, was not terminated but instead chose to pursue a new career opportunity. We appreciate the opportunity to address these concerns and remain committed to delivering quality service.

  Business Response

  Date: 03/28/2025

  Area managers met with the homeowners this week and the job is nearing completion, discussing this complaint as well and apologizing for the issues that arose on this job. The statements will be provided to the homeowner. We ask that the individual posting this complaint speak with their relatives to review the statements. 

  Customer Answer

  Date: 04/05/2025

   
  Complaint: 23034417
  
  I am rejecting this response because: The information you continue to claim still is not true. My parents have received no "letters" from your company. Nor have they received any itemized invoices breaking down the work completed and what you have been paid. There is no point bantering back and forth. I speak with them continually so I'm sure I am more aware of their opinion and situation then yourself. I am their daughter, not just some family member that should speak to my relatives as your statement suggests! I simply am glad we will be done with your company soon and will never recommend you to anyone. I have no more desire to waste time conversing with such a unapologetic and lying company. Forcing Kustum to get some work done by complaints, email, text and phone calls does not constitute satisfaction. You would have been better off just being honest and getting things done without the use of BBB complaints.
  
  Sincerely,
  
  **** ******

  Business Response

  Date: 04/15/2025

  As an update to the status of this job:
  
  All complete, one item left for homeowner: to select the k**** for the cabinets and for Kustom to install.
  Contents moved in, all cleaned.
  A final walkthrough is will occur once k**** are installed.

• Initial Complaint

  Date:03/05/2025

  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.

  If you review the first attached invoice, it states "Paid in full pending any supplements to adjuster for payment" dtd 10.15.2024. Then on 10.25.2024 I received the second invoice stating that I owed an additional $8000, with no explanation. 

  It was at that point that I restarted communication with KUSTOM to find out what the $8000 is for, and to this day I have not received any explanation.  I reviewed with my insurance agent line by line and he could not find where this was owed either.  So when I received an $8000 invoice with no way to pay, they put a lien on my house instead of explaining the issue with me and trying to work something out.

  never use KUSTOM again as their billing processes are completely unacceptable.

  Customer Answer

  Date: 03/18/2025

   
  Complaint: 23023222
  
  I am rejecting this response because:

   

  If you review the first attached invoice, it states "Paid in full pending any supplements to adjuster for payment" dtd 10.15.2024. Then on 10.25.2024 I received the second invoice stating that I owed an additional $8000, with no explanation. 

  It was at that point that I restarted communication with KUSTOM to find out what the $8000 is for, and to this day I have not received any explanation.  I reviewed with my insurance agent line by line and he could not find where this was owed either.  So when I received an $8000 invoice with no way to pay, they put a lien on my house instead of explaining the issue with me and trying to work something out.

  
  Sincerely,
  
  ***** ********

  Business Response

  Date: 03/07/2025

  We appreciate the opportunity to address Mr. ********* concerns and are pleased to hear that he is satisfied with the mitigation and reconstruction services performed at his residence. At Kustom, we take great pride in delivering high-quality services while maintaining transparency throughout the process.

  
  Unfortunately, Mr. ********** account became delinquent for services rendered, necessitating the placement of a lien on his property. He has been provided with copies of all relevant documents, including contracts, invoices, receipts, and the payment agreement he signed on January 9, 2025, acknowledging the outstanding principal balance of $8,730.20, as well as associated legal fees of $825 and a court filing fee of $185. We have attached those documents to this response for reference. 

  
  Should he require any further clarification or documentation, we are available to assist.

  
  

  Business Response

  Date: 03/25/2025

  There are two invoices that were a part of this claim; contents and repairs. The payment for $26,750 on 10/2 was split and portions were paid towards both the contents and repairs invoices. The 'paid in full' statement was specific to the contents invoice.The unpaid portion of the repairs invoice is the $8,800 that has been discussed. I have attached both invoices along with the itemized statement. 

• Initial Complaint

  Date:12/04/2024

  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 noticed a tandem dump on estimate.  I live in *** and have to let Property Manager know date of delivery ahd pick up.  When I saw there never was one brought here,  I questioned the charge.  **** says it won't fit in regular pick up.  We'll that's how they took it away.  Along with removal and replace DS toilet abd vanity, robe hook, hand towel know, medicine cabinet which started adding up to hundreds.  I let USAA  know and was advised it may be on initial bill,  but a revised bill will be done in the end and to let them know if work was not done.  I let USAA know, USAA asked for a Review and a revised bill.  I did not ask for it.   When *** called Nov 11 at 1:30 pm it us my understanding how already had the email for a revised bill at 12:58 well before he called harassing me.  The chk has been voided and Contract Conectors told me he was not supposed to contact me.  He did anyway and I had no idea what was going on.  I didn't know They had sent a new bill.  USAA said No, don't sign check we are voiding it because Kustom needs to send new bill.  On 13th ray showed up at 11:30 when he had said 10.  After no show at 10, I realized Contract Connectors must've spoke to him not to come tue chk was voided and revised bill received and several line items had been questioned because he changed my material to upgrades.  A tile around my tub, fancy high grade tub,  shower doors.  I was going to buy a toilet myself, *** told me "no Ms ***** there's plenty in the budget.  Same with exhaust in DS bath , there's plenty in the budget, you don't need to buy it"  i was told what's nit spent goes back to **** or myself.  I did not upgrades to tile around my tub,  it is a fiberglass surround.  This is wrong to bill for stuff not purchased.   The Contractor needs to send correct bill for work done only.  USAA will pay the claim.  Because they billed for stuff not done, request for correct bill was issued.  Then USAA and Contract Connectors questioned why the change in pricing.  ***, went and put a lien on my home while claim was in review and he was questioned on charges.  It's my home owners insurance *** I pay the premium and will be the one canceled or price raised due to a faulty claim.  ******* has treated me horrible.  All I heard the whole time "we're not making any money off this little job"  very disrespectful to treat an elderly disabled person like this.  I have plenty of documentation.  

   

  I got no upgrades from what I had. I signed 1 ******* was to bring other back. 3 mnths passed i never heard from K. I spk to **** they voided chk. I noticed on invoice several chrgs not done. **** voided *** again and requested revised bill. Nov 11 at 12:58 K sent new bill. Also Nov 11 *** called me saying I told H I wasn't signing chk. I never spoke to *. *** was very nasty. He said he wld come Nov 13 at 10AM for me to sign and he old send USAA back what was wrong. A,3rd party reviewing Said No, *** is not supposed to be speaking to u. Don't sign anything. Was to let him know not to come. He didn't come at 10. He showed up at 11:30 unannounced with bad chk demanding I sign. I said no I was told not to. I had just had procedure 13th on my Neck 8:30 that morning. *** had me so stressed on the 11th it caused issues with my disability. Now has a bill where I have tile around shower and I don't. He has now put lein on home. He not denied pmt just correct bill. Terribl

  Business Response

  Date: 12/09/2024

  Kustom also received a complaint from this customer though **** and ********. In working with both parties, we believe this has been resolved. As of 12/5/24, Payment has been issued via printed check directly to Kustom. Member's son is requesting for a receipt showing the balance has been cleared and the lien is lifted from the home.

  Customer Answer

  Date: 12/20/2024

  This file was closed before I had the opportunity to reply.  Closed within 24 hours.  I agree the claim was paid.  I disagree ans will not agree to the response from Kustoms until we get proof claim was paid and the lein was lifted.  They indicate this in theor response,  but we have not recieved any of that information in writing.  

  Also, i still disagree with them charging for tile around my shower when it us not tile.  I want that to be clear.  They charged for tile and there is no tile.  

  Customer Answer

  Date: 12/24/2024

  This file was closed before I had the opportunity to reply.  Closed within 24 hours.  I agree the claim was paid.  I disagree ans will not agree to the response from Kustoms until we get proof claim was paid and the lein was lifted.  They indicate this in theor response,  but we have not recieved any of that information in writing.  

  Also, i still disagree with them charging for tile around my shower when it us not tile.  I want that to be clear.  They charged for tile and there is no tile.  

  Business Response

  Date: 01/02/2025

  We have attached the requested documents, including a paid invoice, a lien release, and a scope of work that details items charged. 

  Customer Answer

  Date: 01/03/2025

   
  Complaint: 22637965
  
  I am rejecting this

  response because:

  I had to log in myself to COJ for copy of the lein release.   

  There was absolutely no reason for ******* to ever do this.  ************ is terrible.  Ive read other complaints on how they treat elderly.   Just know, you tried to over **** and I caught it.  You were mad because I let **** know so you retaliated against me causing much stress for no reason.  I am a claims examiner and I'm taught to catch things.  You still billed for tile and that's not what I have.  How does that affect the warranty.  

  Yes, it's paid.  I got the lein release in my own.  You, ******* and *** are very nasty.  
  
  Sincerely,

  
  
  ***** ****

  Customer Answer

  Date: 01/04/2025

  Im going to add,  after I signed the $1123 check and *** said the big check would come in a week for me to sign.   3 months went by, I never heard from Kustoms.  I was the one who kept calling USAA To see where the check was.  Kustoms lost it,  but sure never bothered to contact me or USAA For it.  

  As of Nov 11th ive been extremely stressed, knots in my necknand shoulders because of Ray's unprofessional ism and how he spoke to me and showed up unannounced on the 13th.  *** said 10AM.  My son is POA he handles things.  He was waiting on you at 10.  No call, no message.  ****** let him know not to come, chk was voided and she was questioning charges he changed.  He showed up nearly 2 hours late.  I was not dressed,  had a neck procedure and he harassed me terribly.  Kustoms has put me thru tremendous stress.  I attached latest MRI and my condition is worse.  I see a ************* 24th.  I will see what he says before I proceed with any further legal issues with kustoms and USAA.  

  Someone in upper management needs to teach ******* *** how to communicate properly to customers.  Not harasss them. Because you got caught billing for things you did not do,  you treated me horrible.  Would not start the job without pmt 1st.  ***, you're the one who talked to my adjuster and told her you need it in writing.  So don't lie.  It's on file.  During this process I made my son POA because I could not handle the stress they caused.  

  And yet no apology.  Rod with Kustoms did call me a few times to check on me.  He's a good one.  

  This is all i have to say now.  Imo, *** retaliated on me because he was asked questions on his charges.  Poor Buisness.  

• Initial Complaint

  Date:12/03/2024

  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.

   
  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.
  
  Sincerely,
  
  **** *******

  Business Response

  Date: 12/09/2024

  This complaint was directed to the Regional Manager in that area. As of 12/6/24, the local manager has contacted and spoke with Mrs. ******** They were going to meet with her today, between 9-10am.

• Initial Complaint

  Date:01/29/2024

  Type:Sales and Advertising 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've just seen these two emails. I think their response was robotic and non-empathetic to the situation they put us in. I feel as though other consumers should be aware of this. Our house is very tiny and they did not say it was going to take 3 months to finish the house. Can you blame my mom for not wanting these men back in our home after how they treated us to make repairs when we told them every week something wasn't done?
  UNPROFESSIONAL! They shouldn't get away with this. And to state we can give them a 30-dollar refund is a slap in the face.
  or were unfinished. My mom was so frustrated she just wanted to pay them and get them out of our house. I feel as though this company takes advantage of the elderly. Not to mention the stress that was caused by our home being broken into and many things being stolen and our property damaged more. While we were staying at our hotel my mom's car got broken into twice.

  Business Response

  Date: 02/13/2024

  Below is a timeline of events in regard to this project as we believe it will help provide clarity for all parties.

  Timeline: 
  9/21/23 : Homeowner called in asking for an inspection
  9/26/23:Inspection date, During this Homeowner informed that we are 3-4 weeks out from signed contract
  9/29/23:Estimate written and sent off
  10/2/23:Estimate approved by insurance; Contract signed and project director assigned
  10/6/23:Project director called homeowner and set up a pre-con date for 10/12
  10/12/23: Pre-con date
  10/20/23: Finished buyout
  10/24/23:Demo, drywall and paint
  11/3/23:Nothing happened as we were waiting for material,
  11/12/23:Cabinets and Backdoor installed
  11/17/23:Email from homeowner stating she thought she would be back in her home by the 24th
  11/18/23:Flooring installed
  11/22/23: Nothing done that week
  11/30/23:Trim interior doors and vanity installed
  12/1/23:Trim and doors painted
  12/5/23:plumbing trim out and install
  12/8/23:countertops installed
  12/11/23: job completed COC signed
  12/14/23: job final billed
  
  
  
  We were firm that at that time we accepted this project we were 3-4 weeks out from signed contract and explained that the time was to order materials and schedule subcontractors. We started three weeks after receiving a signed contract putting us right on schedule. When we were told we had to be done by the 24th we let the customer know that was unrealistic and couldn't be done. 
  
  
  To respond to individual comments: 
  "Every week they said something was going to be finished until our house was robbed Thanksgiving morning. After we were robbed we moved back in with no running water or plumbing and they miraculously finished the job in two weeks."
  This was not miraculous; this was when the project was scheduled to be completed. We were happy to allow the customers to move back in and work around them while they were in the home.
  
  Workmanship and final product.
  We offered to go back and fix any workmanship issues as part of a punch list, but the customer declined and instead we came to an agreement to credit back $5,000 of their contract value.
  
  Incomplete Installs
  We were not given the opportunity to come back and punch out the project, otherwise we wouldve covered all of these.
  
  Scope of work
  Anything not completed was set to be included in the $5,000 credit we had negotiated with the customer. However, I am happy to provide an additional $30 refund of needed.

  Customer Answer

  Date: 02/28/2024

  I've just seen these two emails. I think their response was robotic and non-empathetic to the situation they put us in. I feel as though other consumers should be aware of this. Our house is very tiny and they did not say it was going to take 3 months to finish the house. Can you blame my mom for not wanting these men back in our home after how they treated us to make repairs when we told them every week something wasn't done?
  UNPROFESSIONAL! They shouldn't get away with this. And to state we can give them a 30-dollar refund is a slap in the face.

  Business Response

  Date: 03/01/2024

  Hi there - I apologize that our response was not what you had wanted. We wanted to lay out a timeline of the repair to help explain our side of the story. We had offered the $30 refund because that is what the original complaint to BBB had requested.

  At the end of your project we agreed to several thousand dollars in refunds at your request to settle all of your claims. We had communicated our schedule thoroughly and beat our original projected completion date. 

  If there are still unaddressed concerns that you belive fell outside the already provided billing credits, please let us know.

   

• Initial Complaint

  Date:12/31/2023

  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.

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that their response is not an actual resolution. They just provided a regurgitation of the current state of affairs. It does not address the fact that they drug their feet for MONTHS and only began to address the issue after we made numerous requests for updates, and after we told them we were filing this complaint. There is no point in even trying to work with them. We are at risk of being unable to insure our home because of the excessive delays and lack of timely action on their part. 
  
  Sincerely,
  
  *************************

  Business Response

  Date: 01/18/2024

  Good morning,
  We have been in contact with the customer to resolve the situation as quickly as possible.  We have completed the original scope of work on the estimate that was approved by the insurance company.  Unfortunately, the supplement is not currently approved and we cannot move forward with additional work until those items are approved by the carrier.  We have explained this to the homeowner.  The homeowner stated they were told by the adjuster that they haven't heard from us in months.  We are working with the third party administrator (***) per the carrier.  That third party must approve the supplement first before it reaches the adjuster.  We have explained this to the homeowner as well but the homeowner indicated they do not believe us.  This process was delayed as the insurance carrier sent the assignment to the *** once the job was near completion. We had to go back and request new invoices in the *** format from our subcontractors.  We are continuing to update the homeowner and address any concerns they have regarding the work that was completed as well as provide updates on the supplement status.  As soon as we receive approval from the carrier, we will be able to move forward with the work as planned.  The supplement is currently being reviewed by the ***.  

• Initial Complaint

  Date:09/13/2023

  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.

  This issue has mot come. Lose to being resolved .  Ease see the attached pbotos and I have more.  This comtractor had said they  qould compete these issues  and ths have not.  Please reopen this compliant.   We are not going ro wait patiently on ****

   

  Business Response

  Date: 09/27/2023

  To Whom It May Concern:
  
  I am writing in response to the BBB claim against the
  business that I manage a division of titled: Kustom US – Phoenix.
  I am in receipt of complaint #******** and would like the
  following to be noted:
  The monies paid are not consistent with the scope of work that was performed in the complaint as it involved much more than a shower.
  The original amount was estimated at a shower surround and not an entire shower enclosure, however, Kustom modified the scope to include the customers request at no additional cost and installed a complete shower.
  The shower was in fact enlarged as of the date of the complaint to the specifications the customers requested. Once the enlargement was completed, the customers asked for another increase in size.
  Kustom did agree that the floor in the shower was not up to the workmanship standards that they expect on their projects and offered to remedy the issue.
  Since the original complaint was filed, Kustom has at no cost remedied the issues with the shower to the customers’ satisfaction.
  Best,
  Jusitn E*******
  Operations Manager
  Kustom US – Phoenix
  ************

  Customer Answer

  Date: 11/14/2023

  Dear BBB,
  This issue is all encompassing on the work Kustom.US did to our house located at ****************************************************; 85284.
  Kustom.us presents to you that this is only regarding the Shower.  ABSOLUTELY NOT!  This complaint is about the overall workmanship and non-responsiveness to complete on the entire project.  It is November 14, I attached photos of the shoddy, (I have plenty more to present to you as of 11/13/2023)  incomplete and overall horrible job from Kustom.us.  For your convenience I have included the response received from Safeco/Liberty Mutual today (11/14/2023)

  
  From: ***************************** <**************************************************;
  To: ******************************* <*********************************************************>; *********************** <*************************************************>; ***************************************** <*****************************************>
  Cc: *********************** <*********************>; ******************************** <****************************************************;; ************************* <***************************>; ************************** <**********************************************;
  Sent: Tuesday,November 14, 2023 at 07:08:08 AM MST
  Subject: Claim 052177721-01 - Concerns of Repairs
  
  Hello ****** and Kustom,
  
  This response is to the two emails received, regarding the building repairs.  I will let the respective parties address contents on their own.
  
  I have met with everyone multiple times and will not have the ability to meet on-site anytime soon.  ******, I need you to send over the requested documents for the final supplement to Safeco.  I also need you to utilize this email as a punch list to respond to each item when completed.
  
  Cracks and Chips on interior.  We have paid for all drywall to be cleaned, sealed, and painted and restored in affected areas.  If there are concerns about quality of work, we need you to address this with the homeowner and provide a response as to when completed and how this was addressed.
  
  Sunscreens, if these are the sunscreens on the outside of home they would not have been touched according to the agreed scope.  The loss was contained to the inside of the home and thus no sunscreens were agreed, by ******, to be removed or touched.
  
  Shutters, this is on your supplement request that I need additional documents for the other items such as fan and pricing.  Please see my prior emails to you.  Please advise when shutters will be delivered and installed.
  
  Floors, since the floors have been upgraded from the original coverings this is something we have estimated on the scope of repairs.  If the quality or lack of completion of the clean and seal, then please address with homeowner.  You have advised you to have had this done multiple times.  Perhaps documentation of this would assist but at this time the issue remains open to the Joneses.   Please work with them to address and advise of the solution.
  
  Warped doors, please address as all doors could be cleaned, sealed, and painted and the presence of water was not observed at the time of inspection.  A review of our photographs shows the doors are not damaged beyond a clean, seal and paint.  Please address these damages with the ***** family. 
  
  Cracked Granite is still observed.  I believe you advise that you had ordered a new piece.  Please update the ***** family on this order.  Granite was an upgrade from the original tops, and you will need to address these concerns with the ***** family.
  
  Lights in kitchen, was advised this would be installed by now. Please advise on the lights and address delays with the ***** family.  The estimate contains the original lights as part of the scope.  Please advise us on the status.
  
  Baseboards, except for kitchen affected area, should be clean/seal/paint.  Please advise why the difference in boards and what the solution to address this concern is.
  
  Shower leak, since the shower was to remain in place and clean for smoke and odors, this is a concern you will have to address if the shower was upgraded or changed.
  
  Shower door, please address with shower above.
  
  I will follow up with a call today, as I am on-site.  However, you will need to address these concerns with the ***** family as I can only explain the issues they are having.  Currently, we are pending the final documents I have requested on the supplement items.  These concerns have to do with work performed or missing items.  All upgrades have a separate contract with Kustom and all agreed scope of repairs has been addressed in my estimate.
  
  Thank you,
  
  *****************************
  Sr. Field Claims Resolution Specialist III
  Global ************** U.S. Claims
  SUMMARY:
  Kustom.US (*****.**********) was presented to us as one of several potential contractors by our ****************** Liberty Mutual/Safeco, (***************************).  We selected Kustom.us based on factors such as turn-around time to complete the project, which was supposed to be completed by May 2023, and work was presented as in-house, we found favorable reviews on the internet, and ***** presented the company as a good/solid choice, so we selected Kustom.us.
  Kustom.us, ******************************* were all thoroughly aware of the additional request (please emails attached) we wanted to be included in the work order. Removing the tub and installing a walk-in shower, tile throughout the house, countertops, baseboards, installed mini refrigerator. (wine and beverage)light fixtures, etc.   The attached emails please note there was a price change in the change orders.
  The original amount was estimated at a shower surround and not an entire shower enclosure, however, Kustom modified the scope to include the customers request at no additional cost and installed a complete shower.
  From: ***************************** <*****************************************>
  To: *********************** <*********************>; *************************** <***************************>; *********************** <*************************************************>
  Cc: ******************************* <*********************************************************>
  Sent: Thursday,June 1, 2023 at 10:03:27 AM MST
  Subject: ***** change order
  Mr and **************,Thank you for speaking this morning, I also spoke with ***** at Liberty Mutual, I am going to try my hardest to get you back into your home on the timeline we have to work with.
  As discussed here is the breakdown of additional charges that we will need a signed change order and payment to go ahead and get started. I have asked *****;K to please rush the cabinets and can hopefully get the tile work completed by the end of next week. 
  The insurance scope is:
  $139,009 which includes $38,214,51 for flooring and cabinetry/countertops.
  
  The change order amount is:
  $63,711,60 but we would credit back the $38,214,51
  
  Grand total for changes (assuming no other changes above and beyond are requested): $
  
  Total including insurance scope: $139,009 + $24,497,09 = $163,506,09
  
  As discussed, we would need the full amount of the change order upon execution of the updated contract.
  
  From: ***************************** <*****************************************>
  To: *********************** <*********************>; *************************** <***************************>; ******************************* <*********************************************************>; *********************** <*************************************************>
  Sent: Wednesday,May 24, 2023 at 04:25:37 PM MST
  Subject: ***** change orders
  
  Mr and **************,
  
  Please see attached for the bid for additional work requested at your property. The change for the additional lighting, new fixtures, and switches has been added. I have also added the pricing for the tile floor to be throughout the entire home, as well as the tile shower enclosure. The pricing for the shower enclosure is dependent on tile being estimated at approx. $2.50 a square foot.
  I have also added in the cost of vanity units equivalent to the kitchen cabinets, the granite is already factored into the cost on one line item.
  
  The insurance scope is:
  $139,009 which includes $38,214,51 for flooring and cabinetry/countertops.
  
  The change order amount is:
  $63,087,60 but we would credit back the $38,214,51
  
  Grand total for changes (assuming no other changes above and beyond are requested): $24,873,09.
  
  Total including insurance scope:$139,009 + $24,873,09 = $163,882,09
  
  The shower was in fact enlarged as of the date of the complaint to the specifications the customers requested. Once the enlargement was completed, the customers asked for another increase in size.
  We did not ask for any size increase, Kustom presented the size and we agreed. That was part of the $24K we paid.
  Kustom did agree that the floor in the shower was not up to the workmanship standards that they expect on their projects and offered to remedy the issue.
  The shower Please see the attached pics that I added.  These pics were taken 11/13/2023, as documentation. I have provided these pics and more to Safeco/Liberty Mutual and Kustom. I can provide as many more as needed to
  Since the original complaint was filed, Kustom has at no cost remedied the issues with the shower to the customers satisfaction.
  Best,
  *****************************
  Operations Manager
  Kustom US Phoenix
  ************
  ADDITIONAL EMAIL:
  -----Forwarded Message -----
  From: *********************** <*********************>
  To: "*****************************************"<*****************************************>; ****************************** <***********************************************>;************************** <**********************************************;
  Cc: ******************************* <****************************************************;; ******************************* <*********************************************************>; *************************** <***************************>
  Sent: Tuesday,July 25, 2023 at 02:53:20 PM MST
  Subject: Re:Safeco - Checking In Claim#:052177721-01
  
  Well ******.
  
  **** and I walked the house TODAY.  We put orange painters tape throught the house.
  
  There are serious concerns that we have spoke to you about repeatedly and to this day there has been no movement. Therefore we cannot agree with your statement.
  
  Now, i am happy to request a **** care, (inspector) safeco (*******, in-person), ***** (in person), and ******* (on the phone, if necessary) ***** (safeco, who has not resolved any content issues)  and that NO ONE from Kustom has resolved) you, ***** is invited also, **** and I meet at the house and walk it together.
  
  Please, I will see if everyone is available at 1:30 Thursday.
  
  I have additional documentation and communications and pics I would like for you to see.  These pics are just a few that I have repeatedly sent to Safeco/Liberty Mutual and Kustom.us.

  Customer Answer

  Date: 11/14/2023

  Dear BBB,
  This issue is all encompassing on the work Kustom.US did to our house located at *******************************************************************************; 85284.
  Kustom.us presents to you that this is only regarding the Shower.  ABSOLUTELY NOT!  This complaint is about the overall workmanship and non-responsiveness to complete on the entire project.  It is November 14, I attached photos of the shoddy, (I have plenty more to present to you as of 11/13/2023)  incomplete and overall horrible job from Kustom.us.  For your convenience I have included the response received from Safeco/Liberty Mutual today (11/14/2023)
  
  
  From: ****************************** <**************************************************;
  To: ******************************* <*********************************************************>; *********************** <*************************************************>; ***************************************** <*****************************************>
  Cc: *********************** <*********************>; ******************************** <****************************************************;; ************************* <***************************>; ************************** <**********************************************;
  Sent: Tuesday, November 14, 2023 at 07:08:08 AM MST
  Subject: Claim 052177721-01 - Concerns of Repairs
  
  Hello ****** and Kustom,
  
  This response is to the two emails received, regarding the building repairs.  I will let the respective parties address contents on their own.
  
  I have met with everyone multiple times and will not have the ability to meet on-site anytime soon.  ******, I need you to send over the requested documents for the final supplement to Safeco.  I also need you to utilize this email as a punch list to respond to each item when completed.
  
  Cracks and Chips on interior.  We have paid for all drywall to be cleaned, sealed, and painted and restored in affected areas.  If there are concerns about quality of work, we need you to address this with the homeowner and provide a response as to when completed and how this was addressed.
  
  Sunscreens, if these are the sunscreens on the outside of home they would not have been touched according to the agreed scope.  The loss was contained to the inside of the home and thus no sunscreens were agreed, by ******, to be removed or touched.
  
  Shutters, this is on your supplement request that I need additional documents for the other items such as fan and pricing.  Please see my prior emails to you.  Please advise when shutters will be delivered and installed.
  
  Floors, since the floors have been upgraded from the original coverings this is something we have estimated on the scope of repairs.  If the quality or lack of completion of the clean and seal, then please address with homeowner.  You have advised you to have had this done multiple times.  Perhaps documentation of this would assist but at this time the issue remains open to the Joneses.   Please work with them to address and advise of the solution.
  
  Warped doors, please address as all doors could be cleaned, sealed, and painted and the presence of water was not observed at the time of inspection.  A review of our photographs shows the doors are not damaged beyond a clean, seal and paint.  Please address these damages with the ***** family. 
  
  Cracked Granite is still observed.  I believe you advise that you had ordered a new piece.  Please update the ***** family on this order.  Granite was an upgrade from the original tops, and you will need to address these concerns with the ***** family.
  
  Lights in kitchen, was advised this would be installed by now. Please advise on the lights and address delays with the ***** family.  The estimate contains the original lights as part of the scope.  Please advise us on the status.
  
  Baseboards, except for kitchen affected area, should be clean/seal/paint.  Please advise why the difference in boards and what the solution to address this concern is.
  
  Shower leak, since the shower was to remain in place and clean for smoke and odors, this is a concern you will have to address if the shower was upgraded or changed.
  
  Shower door, please address with shower above.
  
  I will follow up with a call today, as I am on-site.  However, you will need to address these concerns with the ***** family as I can only explain the issues they are having.  Currently, we are pending the final documents I have requested on the supplement items.  These concerns have to do with work performed or missing items.  All upgrades have a separate contract with Kustom and all agreed scope of repairs has been addressed in my estimate.
  
  Thank you,
  
  *****************************
  Sr. Field Claims Resolution Specialist III
  Global ************** U.S. Claims
  SUMMARY:
  Kustom.US (*****.**********) was presented to us as one of several potential contractors by our ****************** Liberty Mutual/Safeco, (***************************).  We selected Kustom.us based on factors such as turn-around time to complete the project, which was supposed to be completed by May 2023, and work was presented as in-house, we found favorable reviews on the internet, and ***** presented the company as a good/solid choice, so we selected Kustom.us.
  Kustom.us, ******************************* were all thoroughly aware of the additional request (please emails attached) we wanted to be included in the work order.  Removing the tub and installing a walk-in shower, tile throughout the house, countertops, baseboards, installed mini refrigerator. (wine and beverage) light fixtures, etc.   The attached emails please note there was a price change in the change orders.
  The original amount was estimated at a shower surround and not an entire shower enclosure, however, Kustom modified the scope to include the customers request at no additional cost and installed a complete shower.
  From: ***************************** <*****************************************>
  To: *********************** <***********************************;; *************************** <***************************>; *********************** <*************************************************>
  Cc: ******************************* <*********************************************************>
  Sent: Thursday, June 1, 2023 at 10:03:27 AM MST
  Subject: ***** change order
  Mr and **************,Thank you for speaking this morning, I also spoke with ***** at Liberty Mutual, I am going to try my hardest to get you back into your home on the timeline we have to work with.
  As discussed here is the breakdown of additional charges that we will need a signed change order and payment to go ahead and get started. I have asked *****;K to please rush the cabinets and can hopefully get the tile work completed by the end of next week. 
  The insurance scope is:
  $139,009 which includes $38,214,51 for flooring and cabinetry/countertops.
  
  The change order amount is:
  $63,711,60 but we would credit back the $38,214,51
  
  Grand total for changes (assuming no other changes above and beyond are requested): $
  
  Total including insurance scope: $139,009 + $24,497,09 = $163,506,09
  
  As discussed, we would need the full amount of the change order upon execution of the updated contract.
  
  From: ***************************** <*****************************************>
  To: *********************** <*********************>; *************************** <***************************>; ******************************* <*********************************************************>; *********************** <*************************************************>
  Sent: Wednesday, May 24, 2023 at 04:25:37 PM MST
  Subject: ***** change orders
  
  Mr and **************,
  
  Please see attached for the bid for additional work requested at your property. The change for the additional lighting, new fixtures, and switches has been added. I have also added the pricing for the tile floor to be throughout the entire home, as well as the tile shower enclosure. The pricing for the shower enclosure is dependent on tile being estimated at approx. $2.50 a square foot.
  I have also added in the cost of vanity units equivalent to the kitchen cabinets, the granite is already factored into the cost on one line item.
  
  The insurance scope is:
  $139,009 which includes $38,214,51 for flooring and cabinetry/countertops.
  
  The change order amount is:
  $63,087,60 but we would credit back the $38,214,51
  
  Grand total for changes (assuming no other changes above and beyond are requested): $24,873,09.
  
  Total including insurance scope: $139,009 + $24,873,09 = $163,882,09
  
  The shower was in fact enlarged as of the date of the complaint to the specifications the customers requested. Once the enlargement was completed, the customers asked for another increase in size.
  We did not ask for any size increase, Kustom presented the size and we agreed. That was part of the $24K we paid.
  Kustom did agree that the floor in the shower was not up to the workmanship standards that they expect on their projects and offered to remedy the issue.
  The shower Please see the attached pics that I added.  These pics were taken 11/13/2023, as documentation. I have provided these pics and more to Safeco/Liberty Mutual and Kustom. I can provide as many more as needed to
  Since the original complaint was filed, Kustom has at no cost remedied the issues with the shower to the customers satisfaction.
  Best,
  *****************************
  Operations Manager
  Kustom US Phoenix
  ************
  ADDITIONAL EMAIL:
  ----- Forwarded Message -----
  From: *********************** <*********************>
  To: "*****************************************" <*****************************************>; ****************************** <**************************************************;; ************************** <**********************************************;
  Cc: ******************************** <****************************************************;; ******************************* <*********************************************************>; *************************** <***************************>
  Sent: Tuesday, July 25, 2023 at 02:53:20 PM MST
  Subject: Re: Safeco - Checking In Claim#:052177721-01
  
  Well ******.
  
  **** and I walked the house TODAY.  We put orange painters tape throught the house.
  
  There are serious concerns that we have spoke to you about repeatedly and to this day there has been no movement. Therefore we cannot agree with your statement.
  
  Now, i am happy to request a **** care, (inspector) safeco (*******, in-person), ***** (in person), and ******* (on the phone, if necessary) ***** (safeco, who has not resolved any content issues)  and that NO ONE from Kustom has resolved) you, ***** is invited also, **** and I meet at the house and walk it together.
  
  Please, I will see if everyone is available at 1:30 Thursday.
  
  I have additional documentation and communications and pics I would like for you to see.  These pics are just a few that I have repeatedly sent to Safeco/Liberty Mutual and Kustom.us.

  Business Response

  Date: 05/14/2024

  To provide a final status update to this job: the shower door was replaced, the shower was enlarged and the shower flooring was replaced. This job has been closed in our system. 

  Customer Answer

  Date: 05/15/2024

   
  Complaint: 20596036
  
  I am rejecting this response because:

  1)  The shower door was replaced, and the shower floor was fixed.  BUT there was NO shower enlargement like we paid for.

  2)  The French door ****** was never replaced and still has a gap in the black padding uneven.

  3)  Crakes in the countertops 

  4)  The attached files include all the Kustom OWES THE ***** and what they DID NOT COMPLETE!  and the *** did not address.

  
  Sincerely,
  
  *************************

  Business Response

  Date: 05/23/2024

  Replying to the bullets in the rejection: 
  - The shower door was replaced, and the shower floor was fixed.  BUT there was NO shower enlargement like we paid for.
  REPLY: Shower was converted from a tub with surround to a shower and a custom shower door was provided and installed.
  

  - The French door ****** was never replaced and still has a gap in the black padding uneven.
  REPLY: Per *** complaint that was closed, this work was completed and not an issue. 
  

  - Crakes in the countertops 
  REPLY: As stated by multiple parties including the material supplier, the fabricator as well as the *** inspector,  this is the nature of the material that client selected and counter tops are not cracked and this was made clear on multiple occasions 
  

  - The attached files include all the Kustom OWES THE ***** and what they DID NOT COMPLETE!  and the *** did not address
  REPLY: Kustom disagrees with the line items provided by the customer. All other work on spreadsheet has been completed by both the Kustom Mitigation Team as well as our reconstruction team.

  All directive items listed from the *** were inspected, considered completed by the ***, and closed on 4/25/2024.

  Customer Answer

  Date: 05/24/2024

   
  Complaint: 20596036
  
  I am rejecting this response because:

   

  From the current attachments (Pic) you can see that Kustom did not complete the contracted items.

   

  1)  The original list of non-compliant items submitted to the ***.  The *** ask me to limited the issues to only 5/10 items.  However NONE of the items submitted to you were completed and I noted and responded accordingly, the non-completed items would be addressed.

  2)  Kustom did not cut the countertops correctly, as you can see they did not allow for the Osmosis to be reinstalled.  I have a video where ******************** agreed to install an osmosis that would fit under the cabinets, then said he didn't.  ******************** DID NOT perform the work as directed by the contract.  We purchased an osmosis (out of our monies) and are in talks with another contractor to complete this work. 

  3)  The poor workmanship is evident of the pics included (I have many more pics) validating what I am saying.

   

  Folks, I welcome the Kustom, ******************* to come see for themselves.  Doors that Kustom says they painted but didn't.  Casing they said were removed but weren't.  Water Softener they were to remove and reset, but didn't, and My Osmosis that is still sitting in my garage.  Bring the list, we can walk thru it together.

  
  
  Sincerely,
  
  ************************* *****

  Business Response

  Date: 06/03/2024

  The original list of non-compliant items submitted to the ***.  The *** ask me to limited the issues to only 5/10 items.  However NONE of the items submitted to you were completed and I noted and responded accordingly, the non-completed items would be addressed.
  
  REPLY: The *** complaint does not limit any issue or items. The client added items during each compliance meeting and all items on *** Directive were completed as directed. The additional list of items claimed to be incomplete, were indeed completed and we have documentation and photos of all work completed. The items that were not were credited accordingly. The close out documentation from the *** directly contradicts the statements made.
  
  Kustom did not cut the countertops correctly, as you can see they did not allow for the Osmosis to be reinstalled.  I have a video where ******************** agreed to install an osmosis that would fit under the cabinets, then said he didn't.  ******************** DID NOT perform the work as directed by the contract.  We purchased an osmosis (out of our monies) and are in talks with another contractor to complete this work. 
  
  REPLY: We had the material supplier onsite as well as fabricator during our meeting with the *** inspector and they clearly stated that the defects in the countertops were due to the material aspects for the material that the client selected. There were no issues with material due to fabrication as noted in *** response to the countertop issues. The customer selected a material with many defects and is not happy with the material she selected.
  
  Furthermore, the client has stated on multiple occasions that we agreed to reinstall an undercounter filtration system that did not fit. This is also noted in the *** directive, we were only tasked with removal and reinstallation of exiting filtration system and with client upgrades to the kitchen sink and sink base, this existing unit would no longer be able to be installed. 
  
  The cutouts for the filtration system were not done due to not knowing which size of cutout was needed for the filtration system they wanted to install also noted on *** closeout documentation. Client insists that we provide a new filtration system at our expense, and we offered to install a filtration system if they provided it. *** inspector told the client we did not have to provide a new filtration system as it was a remove and reinstall of existing.

  Customer Answer

  Date: 06/10/2024

  Since Kustom is saying *** approved their work, please see the request of the *** below:

   

   ----- Forwarded Message -----
  From: *********************** <*********************>
  To: ******************* <**************************>; ******************************* <****************************************************;; ******************************* <*********************************************************>
  Sent: Saturday, June 8, 2024 at 07:19:04 PM MST
  Subject: *** case# ****-12845
  
  
  
  Hello Misters, *****, ********, and Kohlscheen:
  
  
  We (the *****) tried repeatedly to let you folks know that Kustom did not reinstall our osmosis system.  They didn't even realize there was one there until we showed it to them in the garage.  Then came the excuses, the type of counters we picked being the main issue.
  
  
  However, as you can see there was no problem drilling, if you hired a professional, and qualified person.  Kustom was paid to reinstall the osmosis by Safeco.  But their lies, and false experts did not allow for our complaint to be properly address and the right decision.
  
  
  We paid for this and another osmosis.  The countertops are going to be repaired and polished, the deficits are going to be corrected by a professional and qualified people.  Which will be reimbursed for by Kustom.
  
  
  **************, they are continuing to tell their lies, and false statements to the BBB which we are addressing.  However, their statements say "***," you ************** found no fault with Kustom.  This is not true.  
  
  
  What do we need to do?  Please do not allow them to continue operate, or enable them to do this to others, please make them address and correct the things that ****** paid them to do, and hold them accountable.
  
  
  Regards
  The Joneses 
  
  
  ----- Forwarded Message -----
  From: M ***** <***************************>
  To: ********************* <*********************>
  Sent: Saturday, June 8, 2024 at 07:00:44 PM MST
  Subject:
  
  
  
  
  
  
  
  
  
  
  
  

  Customer Answer

  Date: 06/10/2024

  Folks,  

   

  I have sent you 2 forms of proof (email, and pics) that Kustom like with the *** is not telling you the truth.  They hired yes men to come to our house and tell ties about the quality of countertops material.  They have REFUSED to come and complete the work they were paid to do.  They are falling back on the *** in that they lied to him, and sadly he believed.  But the proof is in the pudding!  I have more pics, and video's I will upload.  I also showed ***, our exact countertops in the home of someone.  We had a meeting and we were talking about our house fire and the issues we were having with Kustom and when she showed me her countertops, I was shocked, they are ours.  When I showed her ours and the horrible workmanship to our countertops, she was shocked.  More to come.  Thank you.

  Customer Answer

  Date: 06/16/2024

   

  *** did not have Kustom reinstall the Osmosis?  repair the countertops, see the pics.  We hired another contractor and in less than 10 mins to drill the hole, and 45/1 hour to install the osmosis.  This shows the quality of work Kustom was unable to do or capable to doing or refused to do what they were paid to do by Kustom.  Any modifications were paid by us personally $24,000.00+. 

   

  ----- Forwarded Message -----
  From: *********************** <*********************>
  To: ******************* <*********************************;
  Cc: ******************************* <****************************************************;; ******************************* <*********************************************************>; ************************* <**************************>; *********************** <*********************>
  Sent: Sunday, June 16, 2024 at 09:36:46 AM MST
  Subject: Re: *** case# ****-12845
  
  Hello **************,
  My apology for the late response, I had religious obligations to take care of this week.  
  
  Although you state, Kustom was in compliance, there were and still are many issues, *** did not resolve or address.  You ask me to submit the unresolved issues to ***.  I submitted over 230 items Kustom did not do but were paid to do so by ******.   *******, sitting in the garage, the countertops without the holes drilled, without correcting the poor workmanship in those countertops, and more.  However, you limited me.  In addition to those Items mentioned above that were never corrected other items on the list remain undone and unaddressed.  Kustom needs to be held accountable because they are/were a premiere company on the list of Safeco.
  
  PLEASE, I AM NOT UNGRATEFUL FOR ALL THAT YOU HELPED US WITH. 
  
  I thank you for your response.  My response is as follows:  
  
  I AM following the instructions I have received.  I need to be able to answers questions like, did you do all you could to work with the contractor, Kustom? Did you reach out to other organizations (***/BBB/Senior Contractor Assistance, etc) to get the issues resolved? Were you able to find a "qualified, professional, and licensed contractor to complete the work?  Did you get other "documented/bids?" Were they able to complete the work? Do you have pics, before and after?  
  
  Your response below enables me to continue to move forward.
  
  I will forward your as well as mine responses to the BBB, **************** and all interested parties.
  
  Thank you again for all your help and support.
  
  Regards,
  The *****

  _______________________________

  On Monday, June 10, 2024 at 03:18:28 PM MST, ******************* <**************************> wrote:
  
  Hello *************,
  Hope all is well. The *** investigated your complaint items and worked it through the complaint process with a couple different directives being  issued. Kustom addressed those items listed in the directives and this was confirmed with a compliance inspection and the case was closed. 
  We have talked and emailed about this RO system several times and it was addressed in a directive as no action required due to other modifications. Please review those documents. 
  Regarding your statement of not allowing them to continue to operate. The *** does not suspend or revoke licenses on request. There would need to be a hearing process in which the license would be disciplined. The process in your complaint did not get to a hearing because they satisfied the issued directive issued by the *** and the complaint was closed.   
  The *** has no jurisdiction on conduct or statements. If you believe you have some kind of monetary loss that needs to be addressed, that is what civil court does.
  Regards,
  *******************;
  Investigator #***
  Arizona Registrar of Contractors
  **************************************************************************
  Phone # ************
  Fax # ************
  Email :   **************************  

   

  Business Response

  Date: 06/26/2024

  We have enlisted our executive teams to review this entire complaint and are working to understand the complaint and the status of all items associated with this customer and job. Although this is not a response with a resolution, we do intend to continue moving forward to resolve this complaint. 

• Initial Complaint

  Date:06/21/2023

  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.

   
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********* and yes Kustom have assigned a new crew to correct the ceiling issue. They have been in communication and provided a time frame on completion.We are not yet finished but have hopes this will be corrected this time.

  
  
  Sincerely,
  
  
  
  ******** *****

  ds will be sent, I feel like I’m getting scammed, I feel like they never did my ceiling restore correct from the beginning. And I have all saved conversations and pictures that will show my issues. The workers came out a 4th time and painted only the area where is uneven and looks terrible and now I have a 2 tone ceiling. Unacceptable. The Kustom worker sent a txt that he will get someone to complete the rest of the painting. This is by far the worst experience ever and I can not believe I’m even going thru this. I still have not got a date on when someone will come out. I cancelled my vacation so I can get this done and be over with it. I will never use Kustom again. They sent out another lady Monday to prime and repaint and the issue still not fixed. Horrible company, there is no way this work should be fully paid for this poor service on the rebuild and the fact they keep sending random workers to my home to just paint over and over is crazy. I have all text and more videos to share

  Business Response

  Date: 07/06/2023

  Since the date the complaint was filed by Mrs. ****** we were able to resolve this situation with the customer to complete the work. The homeowner met with the Project Manager and our Operations Manager on 06/22 and agreed to the following. Customer had concerns related to an additional crack in her ceiling that was not part of the original insurance approved estimate. Kustom has agreed to submit a supplement estimate to the insurance to have the additional work completed. After a site visit, it was also determined that the original ceiling patch included in the estimate was not done to satisfaction. Additional sub crews were set to be onsite on 07/03 to correct the issue. Kustom employees have been in contact with homeowner to ensure work is being done correctly and completely prior to closing it out.

• Initial Complaint

  Date:03/15/2023

  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.

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: Kustom continues to lie they knew about all the repairs needed from the beginning and did not disclose the delays, instead they just kept telling me 2 more weeks starting back at the end of October 2022.  We have come to an agreement for them to leave and I will pay an agreed upon amount.  I want to note this has been a long drawn out process to get to this point due to the constant lies, negligence, and incompetence by Kustom. 
  
  
  
  Sincerely,
  
  
  
  *********** *******

  Business Response

  Date: 04/11/2023

  Kustom received this assignments at the end of August 2022 through ********. The repairs estimate was submitted and approved by the insurance carrier in September, allowed work to begin. As we moved further along in the repairs process, additional issues were found with a fireplace that required a supplement estimate be submitted to the insurance carrier. At that time, Kustom wrote the supplement and worked with the carrier to come to an agreement on the final supplement amount. Unfortunately, Kustom was unable to continue repairs during this process as they were not approved by insurance. The process did take longer than anticipated, however, updates in the process were communicated in a timely manner with the customer while waiting for approval. Once approved, we did experience a delay in materials for the fireplace further pushing out our promised deadline. Since then, Kustom has agreed to accept payment for work completed to date and walk away from this job. An agreement was made between Kustom, ******** and the customer to cancel this contract allowing the customer to move forward with the property as desired.

  Business Response

  Date: 05/23/2024

  To resolve this complaint, the customer acknowledged that we agreed on a final amount to walk away which was issued to the customer. There was no other resolution past that point.