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:02/27/2025

  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 12/17/2024 my husband met with Contractor (Will *****) to talk about deck work we were interested in. Per a flyer left on our front door. They discussed the cost of removing old decking and replacing with new decking and an extension. We agreed and the contract was presented and we (****** ******* my husband) agreed and signed. we originally wanted treated cedar toned wood but decided on just the treated wood. Contract was signed on 12/23/2024 Price $********** ***** informed us that the job would take about 2weeks. Then it snowed. The deck was finally completed on 2/1/2025. There was still wood from old deck and dirt piles around the new decking. I contacted Mr. ***** several times regarding cleanup, and he said he could not move mud. It would have to dry up to dirt before he could move it. He has been paid in full and was giving us every excuse why he could not finish the work as he assured us, he would do. After calling several times, he finally sent someone to remove the wood, then someone came to remove the dirt. He refused to do anything about the spacing around the deck still covered by dirt, he told us that was a landscaping job, and he could have someone do it for another contract cost. So, we are left with a deck with dirt around it, that looks very uneven. We tried to talk to Mr. ****** but he said that he felt the job was completed. He also sent us two contracts, the first contract was the cost of decking with cedar toned wood and the second contract was without the cedar toned wood, but he didn't change the price. when we brought it to his attention, he talked about issues that had nothing to do with the fact he didn't change the price. He instead offered to give us a great price on a shed. Which we said we would agree to only after he completed the work for the first contract. He agreed. But has not complied.

  Business Response

  Date: 02/28/2025

  In response to Mrs ******* report, we started the job right away, delivered decking right away, then it snowed, we finished decking immediately after the snow, both husband and wife loved the deck, she mentioned letting her friends know, then came the snow, left on the job was old lumber and two bags of concrete,

  mrs ****** complained about hauling, my workmen picked up all lumber in the snow, left two bags of concrete, we got on good terms, I was considered for a new job installing a new shed.  
  They mentioned we gave the lowest price with professionalism.

  Mr ****** mentioned his yard level begin high, I suggested a trench, then I went further say its best to install a drain system. The fact its not free, thats brought me to this point. There is no reason to refund 

  I am nice but, but I must have a stopping point.

   

  Customer Answer

  Date: 02/28/2025

  Complaint: 22998582
  
  I have reviewed the business' response and am rejecting it because:

  Mr. ***** has not completed this job.  He sent us pictures of the decks he claims he has contracted in the past.  The work looks nothing like the work he has done here.  Mr. ***** does not want to return any money but has not said anything about fixing what he instructed his many different workers to do.  He does not care how it looks or what we think.  He is not a good or fair man.  I have pictures and ring video of how our decking was left.  The decking is not level, and you cannot see the decking they added because there's dirt covering it.  I Pray the pictures sent can be viewed.  We will continue to do what we must do the make sure he does what's right.  This is the worst experience ever.  
  If this issue must be escalated, we will until its resolved.
  
  
  Sincerely,
  
  ********* and ****** ******

  Business Response

  Date: 03/04/2025

  In response to the the second message, if this is true, I believe this should have been the first complaint, 

  On the first writing it was more about moving dirt and lumber 

  now we have fabricated information.

  landscape like mentioned as the main problem needs to be done.

  There is no point in fabrication, love has already been shown for this project 

  Business Response

  Date: 03/05/2025

  In response to the the second message, if this is true, I believe this should have been the first complaint, On the first writing it was more about moving dirt and lumber now we have fabricated information. landscape like mentioned as the main problem needs to be done. There is no point in fabrication, love has already been shown for this project 

  Customer Answer

  Date: 03/05/2025

  Complaint: 22998582
  
  I have reviewed the business' response and am rejecting it because: 

  Because the job is not finished!!  And the contract was miss represented.  No resolution has been offered by this company.

  The job needs to be completed and the price for the cedar toned wood needs to be refunded.  Mr. ***** purposely over charged us.  It's clearly in the contract.  That's the resolution we will accept.

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

  Business Response

  Date: 03/06/2025

  It snowed and we couldn't get to the dirt.  I had my guys haul the wood away.  They loved the job.  

  Customer Answer

  Date: 03/06/2025

  Complaint: 22998582
  
  I have reviewed the business' response and am rejecting it because:

  This company refuses to offer the obvious and simple solution to resolve a issue created by Mr. ************ Your website clearly states that this company has served *********** for over 27 years.  You assure your clients quality services, and the project isn't complete until the customers are satisfied!  It also states your team consist of a courteous staff.  Mr. ***** has made it clear to my husband and myself where he thinks a womans place should be, per a txt message he sent to my husband.  All that aside, we just want what we paid for.  and that is to be refunded for the cedar toned wood we were charged for in the contract and the work to be COMPLETED around the decking.  Not once, has your company offered to fix what Mr. ***** has done.  This will not stop until Custom Remodeling & Construction, L.L.C. finishes the job we paid MR. ***** to do.

  Thank you

  The Brewers

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

  Business Response

  Date: 03/06/2025

  My response is simple, you are fabricating, so My final statement to is we did what you asked, and there is no more to say or do.

   I cant stop you. There is no refund and drain work comes with cost.

  this is my final statement 

  Customer Answer

  Date: 03/08/2025

  Complaint: 22998582
  
  I have reviewed the business' response and am rejecting it because:
  

  Custom Remodeling and Construction L.L.C., failed to complete the job we paid them for.  Also, overcharged us.   Now, they refused to fix the issue and want to charge us more money to fix what your company did.  This is not good business.  Taking advantage of hard-working, God fearing, people.  Being underhanded and deceptive. 

  This event will be made public.  Missouri Consumer Protection Laws does not allow your company to take advantage of consumers as if we don't matter.  If it wasn't for consumers, where would your company be today.  The documentation speaks for itself.  Resolving this issue would have been much easier.

  We tried.  God Bless.

  ******/ ********* ******
  
  
  Sincerely,
  
  ********* ******

  Business Response

  Date: 03/13/2025

  The drain the consumer is referencing is not part of the contract we have completed the work and cleaned the debris up. 

  Customer Answer

  Date: 03/13/2025

  Complaint: 22998582
  
  I have reviewed the business' response and am rejecting it because:

  The work is not Finished!!  and the pictures clearly support our claims.  This is not helping.  We are done going back and forth.  As far as we are concerned, this is a refusal to resolve or to com -pleat the job paid for or return money not supporting what was done per the contract.  This is a breach of our contract! We have escalated the matter to higher authorities and this issue will remain unresolved on this forum.

  
  
  ****** and ********* ******
  
  Sincerely,
  
  ********* ******

• Initial Complaint

  Date:08/25/2024

  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.

  On March 9, 2024, I entered into an agreement with Ms. ************************* owner of Custom Remodeling & Construction LLC to build a deck at my home located at *****************************************. According to the contract, the cost of the deck would be $8,125.00 with deposit of $2,700 and the balance to be paid at completion. However, the contractor requested incremental payment of $2700 at various stages of work completion. The first of several broken commitments. The ************** committed to but did not honor:- Being paid a deposit of $2700 and the balance off $5425.00 at the completion of the job.- Securing a ledger board to the house to include a water barrier - Two concrete mounted post parallel to the base of the house to support the rear of the deck.-Use substandard materials to build the deck My dispute is that Mr. ************************** (1) failed to honor his commitment to build the deck as designed; (2) omission of the two posts to support the rear of the deck has made the structure unsafe; 3) the water damaged to the post caused ***** splits in the posts and ****************** remedy of corking the splits is insufficient and aesthetically displeasing; and (4) the agreement to enable lights to be mounted to each posts, however the posts were cut in a way that prevents lights from being mounted. ************** was informed of the issue but gave me the run around and never resolved the issue. He also did not send the link as promised so the deck is without lights.The job was supposed to take two weeks and start in early-April, but constant delays resulted in a mid-April start. A lot of days were no shows (************** said it was because of rain). He stopped working on the job in late-June or early-July. After corking splits and placing two unsupported beams, ************** responded on July 21, 2024, he had completed the deck work.After many requests, Mr. ************************* refused to honor his agreement and failed to build the deck according to the agreement.

  Business Response

  Date: 08/30/2024

  I have responded to necessary  and unnecessary calls with this customer,

  none of this is true, nor does it make since, this is the first time I ever said,

  there  are no answer for this situation 

  Both customers know the job is well built and it looks nice.

   I am easy going,  there is nothing I can do for them.

  this call to BBB is totally unnecessary when I have helped in anyway I could.

   I guess they wanted to call and its done .

  material is good 

  we had arrangements to modify post for new post, they decided on no lights

  the post next to the house where added help with their complaint 

  but its not supporting anything.  I have exhausted trying to help 

     

• Initial Complaint

  Date:05/17/2024

  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 hired this company for a roofing job and paid them a $2,800 down payment. I later called to discontinue services and they refuse to return my deposit. They did not give me a reason for why they will not return my down payment.

  Business Response

  Date: 05/21/2024

  ************ cancelled the job so he wanted his money back.  We had to wait until the check cleared so we can give him his money back.  We told him about it and he said everything was ok but after this he made a complaint. 

  Business Response

  Date: 05/24/2024

  We are sending him and check and he should have it today. 

• Initial Complaint

  Date:08/14/2023

  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.

  Work was performed in May of 2023
  It cost around 4 thousand dollars.
  They left holes in between the glass blocks and refused to come fix it.

  Business Response

  Date: 08/17/2023

   I have been in communication with ********; last two times we were there, we couldn’t get in, we talked a few days ago, she was fine, we talked about making repairs Wednesday or Thursday,  if my workman got in it’s done

   

  Business Response

  Date: 08/18/2023

   I have been in communication with ********; last two times we were there, we couldn’t get in, we talked a few days ago, she was fine, we talked about making repairs Wednesday or Thursday,  if my workman got in it’s done

• Initial Complaint

  Date:06/23/2023

  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 signed a contract with Mr. ***** to do flooring work, ceiling and sump pump. The first project was $12,000 for ceiling, wall and flooring. The second contract was for a sump pump which was $4,000. The workers came in and pulled out the tile in the ceiling. We spoke about asbestos and two contractors said that it was not asbestos. Now he is saying the asbestos was removed. He doesn't want to give me my money back. He left rocks on my property. I told him $700 for the rock and pulling out the ceiling. When I spoke to them 2 weeks ago they said the worker had died. I saw on BBB that he is not accredited and has a lot of complaints against him. Instead of putting the $4,000 on the sump pump, he put it on the $12,000 project.
  
  I would like a refund.

  Business Response

  Date: 07/03/2023

  Customer asked me to remove asbestos from her basement ceiling 

  now her story changes because price of asbestos removal, upon her canceling our,

  agreement, payment applies to work completed.