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:11/12/2025

  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.

  Buyer beware ! I purchased from *********************** around Sept.17th 10% down, which I was told that start time would be 3 to 4 weeks, they then send me my contract that was through Custom built structures they said waiting for my photos of my concrete pad on Oct. 3rd ( which I provided to salesman of the month *** on Sept.17th, who did not bother to send them to Custom Built Structures) So after talking with Custom built Structures I sent a 60% deposit and photos ( on oct.4th ) to get on the construction list, now after 5 more weeks still no start date, etc they act like I work for them, not them for me ! I am Filing complaints with BBB today.

  Customer Answer

  Date: 11/22/2025

  I have not heard from the business in response to my complaint.

  Hello, the business sent an text message that they w0uld try to get this done in December, around the 14th to the 22nd, which is almost 3 months I have waited since I paid 60% on Oct.3rd, 2025 ? my building was sold by "*********************** out of ********** , **. I was told by them about 3  to 4 weeks waiting time, then "***" says they are installing the building for southern garage company and it will be 6 to 8 weeks and they could care less when I get my building, I started this with southern in the middle of Sept, and still nothing deffinite yet ??

  

  Business Response

  Date: 11/23/2025

  Mr. *****, thank you for bringing this to our attention. We reviewed your order and confirmed that your photos and deposit were received on October 4, which is the date your project was officially added to our installation schedule.

  Our current lead time is 6 to 8 weeks from the date all required items are received, and we are also experiencing additional delays due to the holiday schedule and weather conditions. Based on the current schedule, your installation is tentatively set for the first week of December.
  

  We understand delays are frustrating and we appreciate your patience. Our team will continue to monitor your order and will contact you immediately if an earlier opening becomes available. We are committed to finishing your building as quickly and safely as possible.
  

  If you have any further questions, you are welcome to contact us directly and we will be happy to help.

  Custom Built Structures, Inc.

  Customer Answer

  Date: 11/23/2025

   I am rejecting this response because:  I will not trust this Company in any way ,due to they work with ***********************, who started this mess with their lies ! They said 3 to 4 week waiting period for job start date, but when I sent my photo's ( site prep) to *** @ *************** on Sept.19th, he never sent them to this company( *** ) and i did not know *** was even involved until Oct 3rd when I asked Southern garage about when is my start up date, since I sent photo's on Sept.19th, but the "salesman" *** did not bother to tell me about a secondary company involved ! When I talked to (***) I was told after my intial 60% deposit, and photos I sent them (again) on Oct.3rd, I was now on a waiting list from Oct.3rd ?  then a "Caitlyn"  who schedules for them,  told me their waiting time where I am located was 8 to 12 weeks for a truck or load that wouild come my way, she pretty much did not care how long this disabled veteran waited for his 70% paid for building, so counting Southern building wasted time and not telling me another builder was involved (***),and now waiting on *** waiting time, Dec 8th to 15th makes me wait about 3 months with winter weather coming now.
  

• Initial Complaint

  Date:11/10/2025

  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.

  This company delivered a metal Building in pieces two weeks ago saying theyll be back in two days to finish the building. Its been two weeks and now the building is laying under 12 inches of snow. I have no idea when theyre coming they wont call back. They dont respond then all of a sudden I get phone call from a company *** three days ago asking if I liked my new building I couldnt help but laugh because its laying under 12 inches of snow and I have no idea where theyre at how theyre gonna get to it under all the snow. This has been an absolute nightmare. I have HICA laws and the deceptive practice laws that protect me but I dont want other people to go through what Im going through especially as a disabled veteran. They have caused nothing but a headache - heartache to me and Im sure several of their customers this is an absolute travesty to have a brand new building laying under 12 inches of snow and no idea when theyre coming to put it up. I have every right to file this complaint. Its only one of my recourses that I plan to do so please contact this company and let them know that they cant do business this way thank you.

  

  Business Response

  Date: 11/15/2025

  ****,

  We sincerely apologize for the delay and understand your frustration. The materials for your building were delivered during the originally scheduled week of October 2729, 2025. Unfortunately, the installation was delayed due to an unexpected trailer repair that took longer than anticipated.
  

  Our team has stayed in contact with you and confirmed that the crew is scheduled to complete the installation. We also understand your concern about the materials being outdoors. The materials used for your building are specifically engineered to withstand exposure to weather conditions without sustaining damage.
  

  We appreciate your patience and the opportunity to complete your project. Our goal is to ensure that the building meets the quality and standards you expect.
  

  Sincerely,
  Custom Built Structures, Inc.

• Initial Complaint

  Date:11/05/2025

  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.

  Purchased a building in April 2025. Continue to have unresolved issues and broken promises on repairs and replacements of defective portions.Was supposed to put two new garage doors on, never showed up with the 2nd garage door.Was supposed to attach the siding properly, and fix several pieces installed *************'s been over 2 months since I have heard from them. Sept 5 they said that management would reach out to me about absolving us of our debt and us clearing them any responsibility of the door replacement and trim replacement, no answer or resolution.

  

  Business Response

  Date: 11/07/2025

  Thank you for speaking with us today. We are issuing a credit of $2,960.55 for the roll-up door issue. Because these are black doors, it is difficult to guarantee there will be no minor paint imperfections or handling marks in transit. That said, we take responsibility for your experience and appreciate the chance to make it right. Our shop manager is scheduled to address the remaining items on your building the week of November 17, 2025. We will confirm the exact day and time with you in advance.

  We also apologize for the delays in returning your calls and texts. We are reviewing our communication process internally to prevent this from happening again. If you have any questions before the service appointment, please contact us. Once the work is completed and the credit is processed, we hope you will let the BBB know this resolves your complaint. Thank you for your patience and for giving us the opportunity to fix this.
  

  Custom Built Structures, Inc.

  Customer Answer

  Date: 11/07/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and I accept it.

  I was originally worried that they changed ownership and I wasn't sure what to do. 

   

  Thank you,

   

• Initial Complaint

  Date:10/24/2025

  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 September 22, *************************** full for three garage doors through Custom Built Structures, **** At the time of purchase, I was told it would take 3 weeks for them to bring the doors back to us and installation would take place on October 13, 2025.That date came and went with no installation and no contact from the company. We called to follow up and was told they would be here on Monday, October 20 again, no one showed up. After calling again, we was told the doors had been loaded backwards and it would be Thursday, Friday, or possibly Saturday when they would reach us.When no one arrived on Thursday, we called again and was told the company couldnt get in touch with the team doing the installations. They said they would reach out to that teams manager for an update but no one ever called ******* of Friday October ******* I have still not received any clear communication, installation, or delivery. And was informed now 2 hours after speaking to them on the phone previously this morning for an update that the crew had an emergency and went back to ** with our garage doors ( was told a lie this morning that they was in ******* ) We have now been waiting more than three weeks since full payment was made, with no progress or confirmed timeline.This situation has caused us significant frustration and inconvenience. We simply want the product we paid for installed NOW like we have been promised for the last two weeks or to be refunded in full.

  

  Business Response

  Date: 10/28/2025

  Dear Mr. ******************** you for bringing your concern to our attention, and please accept our sincere apologies for the delay and inconvenience you experienced.
  

  Your garage door order was originally scheduled for installation during the week of October 20. Unfortunately, due to an unforeseen family emergency, the assigned crew had to return home before completing the route. As soon as we were made aware, we scheduled another installation team to return and finish the job at the earliest available date.  That installation was completed on October 28, 2025. The doors are now fully installed, and a photo of the completed work has been included for your reference.
  

  We truly regret the disruption and appreciate your patience as we worked through an unexpected situation to ensure your installation was completed properly. Please dont hesitate to reach out if you have any additional concerns or need further assistance.
  

  Kind regards,
  Custom Built Structures, Inc.

• Initial Complaint

  Date:07/28/2025

  Type:Delivery 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.

  I originally contracted with Custom Built Structures to deliver and erect a steel building with delivery scheduled for Sept. 2024, however, crew did not arrive until Oct 14, 2024. That crew of 3 individuals was ill-prepared for the task & found every reason NOT to perform the work. Despite my objections and agreement to pay-in-full provided they left the shipment on the trailer as collateral so that I was sure they would return, they opted to depart with the trailer & building materials, so I paid an $1800 restocking fee and rescheduled another delivery.On November 4, 2024, I was scheduled for another crew to deliver and erect the same structure. Shortly after I had the Telehandler Heavy Equipment delivered that morning, I received a call stating that the crew had been in an accident and would not be delivering my building. I immediately questioned who was going to cover my outlaid expenses and when could another delivery be scheduled since we were coming into the winter season...no answers.Finally, on 4/14/25, they were able to deliver & erect my building. This crew was VERY professional and very quick. The workmanship was excellent, and I was quite pleased with the end result. I had contacted the company representative ******** **** about final payment and had stated that I had suffered losses due to the expenses outlaid for the previous no-show event. In order to ensure the crew was not shorted any payment, I went ahead & paid the full balance due at that time.She said she would elevate it to upper management and after more calls, I was told that they would agree to paying half of the $575.36 impact for the equipment delivery fees. I explained that was insufficient as the result was not a result of anything I had caused, and I needed the FULL reimbursement. She again agreed to elevate this to upper management and despite numerous attempts to contact since (including correspondence info from my attorney) they have gone silent and failed to respond!

  

  Business Response

  Date: 08/01/2025

  We have carefully reviewed the details of this matter and verified our records and call recordings.

  In September 2024, the original delivery could not be completed because the job site was not ready due to a powerline running across the build area. For safety reasons, the crew could not proceed, and a restocking fee was charged to cover the cost of returning and unloading the 40x61x14 commercial-grade building.
  In November 2024, a new installation date was scheduled. Unfortunately, on that day our assigned crew was involved in a motor vehicle accident and was unable to make it to the site. This was an unforeseen circumstance outside of our control. We worked to reschedule the project as quickly as possible with the next available crew.

  The building was successfully delivered and installed in April 2025, and we are pleased to hear the customer was satisfied with the professionalism and workmanship of the final crew. As a good faith gesture, we previously offered to cover 50% of the lift rental fee for the November reschedule day. That offer remains available. However, we cannot accept responsibility for the full cost as this situation was not caused by our actions.

  Kind regards,
  Custom Built Structures, Inc.

  Customer Answer

  Date: 08/11/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and I accept it.

  *******,

   

  While I am not in agreement with Custom Built Structures position that the "situation was not caused by [their] actions" and I did incur financial damages which were of no fault of mine, I am acceptable at this point to ACCEPT their offer for half reimbursement for my equipment rental and forego any potential litigation. It is sadly my stance, that some recovery is better than none and since Custom Built Structures has not made an effort to further discuss this matter, this is the most expedient resolution.

   

  Regards,

  ***** Stargel 

  Customer Answer

  Date: 08/28/2025

   I am rejecting this response because:  

  *******,

   

  As so often with my previous encounters with Custom Built Structures, still no response for their agreement to pay half my incurred equipment rental!

   

  At this point some degree of recovery is better than none! They have already gone on record stating they are offering to pay half...time to cut the check!

   

  Regards,

  ***** *******

  ************

  
  
  
  

  

  Business Response

  Date: 09/14/2025

  Devin,

  We can confirm that a refund will be issued no later than September 20, 2025. Thank you for your patience as we work to bring this matter to a close.

  Sincerely,
  Custom Built Structures

  Customer Answer

  Date: 09/15/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and I accept it.

• Initial Complaint

  Date:06/27/2025

  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.

  I have been trying for almost a year to get in contact with these people. There is never a response to my emails and calling gets me absolutely no where.

  

  Business Response

  Date: 07/01/2025

  Dear Ms. ******,

  Weve called both the daytime number on your order *************) and the number you listed in your email, but havent been able to connect. Weve also left messages and tried reaching out by email. We understand from your last note that you may wish to downsize your order, and were fully prepared to discuss that or any other adjustments you need.  To get this resolved as quickly as possible, could you please let us know the best phone number and time to reach you? Youre also welcome to call our main office directly at ************** between 8 AM and 5 PM Eastern, and well make you our top priority. Once we speak, well review your repair concerns, confirm any changes to your order, and agree on the next steps so youre satisfied with the outcome.
  

  Please note that this week our holiday hours are Monday through Wednesday from 8:30 AM to 12 Noon. We will be closed Thursday and Friday in observance of Independence Day and will resume our normal business hours on Monday, July 7th.
  

  Again, I apologize for the inconvenience and frustration youve experienced. We value your business and look forward to connecting with you very soon so we can move forward.
  

  Ruby
  Custom Built Structures, Inc.

• Initial Complaint

  Date:06/13/2025

  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.

  On 3/27/25 I paid my deposit of ******** for a metal building to Dino building advisors for a building built and installed by custom built structures. The agrees upon total price was ********* which my last payment in full was on June 9 2025 with payment of ********. On March ******* I called custom built structures and spoke with ****. She reviewed the contract I was sent by **** building advisors and said it was correct pricing of *********. I asked if I could get plans for 12x12 footers to avoid extra cost In concrete and rebar as my concrete *** said it would be more expensive if had to go bigger and all that our county requires for code is 12x12 inch footers. **** told me they could only send me plans for smaller footers of 12x12 inch if I paid extra for double base rails and legs. I agreed and she said she would contact **** building advisors to make the change. The total cost extra was $907.06. Once ****** ********* sent me the plans I could not find where it said 1x1 ft footers so I emailed him asking where it showed. He emailed back highlighting where it said 1x1 footer. I trusted him and didn't look into it further. On April 21 2025 my concrete *** had 12x12 inch footers and inspector came by and looked at plans and made him do 16x16 inch footers as that's what the plans showed for a building with a lean to which ours had. This cost me extra 1589 in concrete and rebar. After I reviewed the plans it did show 16x16 footer with lean to and 12x12 without. I was told by **** they would send plans for 12x12 footer for my building, yes it has a lean to and they knew that. They were wrong to say footers would be 12x12. I complained by email to **** and to ****** ********* who sent the plans and highlight 12x12 footer. **** never responded after 2 emails I sent her. ****** ********* said they can't help. I am requesting a refund of 1589 extra in cost minus the 300 Dino building advisors refunded me. Therefore ***** total refund I request.

  

  Business Response

  Date: 06/18/2025

  Thank you for your patience as we reviewed the concerns regarding your footer specifications. We understand the confusion caused by the initial plans. As a gesture of goodwill, Custom Built Structures is prepared to offer a $500 refund to help offset the additional expense and bring this matter to a close. Please let us know if you accept this resolution so we can proceed with issuing the refund.

  Sincerely,
  Custom Built Structures, Inc.

  Customer Answer

  Date: 06/19/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and I accept it. But I also need them to come back and finish the install job.  It failed inspection. Missing some screws where legs attach to roof. Also missing a s**** in roof and I see daylight so it leaks. I let the installer know and its been over a week and he doesn't know when he can come back.

  Customer Answer

  Date: 06/30/2025

   I am rejecting this response because:  

  I paid this company for a metal building and instalation. The building did not pass inspection. I contacted the installers but they said they were out of town on a job and would come the next week. That came and went and I reached out again 3 times and they kept saying they are still working another job out of state. Won't give an eta and now just ignore my texts. I emailed the company and got a response to provide the inspection report, I did that. No more response after and no estimated date to come back and put screws in where needed to secure the roof to building and also a missing s**** in roof. There is daylight from the s**** hole and water can get in. Our building is full of our stuff now and I need it to pass inspection asap and get this fixed so i can use freely.

  
  

  Desired Resolution / Outcome

  Desired Resolution:

  Repair

  
  
  
  

  

  Business Response

  Date: 07/07/2025

  Dear Mr. ***************

  We're writing to let you know that our installation crew returned this past Saturday and completed all remaining work on your building. We apologize for any inconvenience caused by communication delays, we understand how frustrating that must have been. 
  

  Going forward, if you notice anything else or have any questions, please reach out directly to our Customer ****************** at ************** or via email at ************************************************************************************ rather than contacting the crew. Our team is standing by Monday through Friday, 8 AM to 5 PM Eastern, and well make sure your concerns are handled promptly.
  

  Thank you for your patience, and please let me know if theres anything else we can do to ensure youre completely satisfied with your new building.
  

  Custom Built Structures, Inc.
  **************
  ************************************************************************************

  Customer Answer

  Date: 07/07/2025

   I am rejecting this response because:
  It did not contain the 500 dollar refund that they said they were offering originally. If they refund the 500 dollars or send to me in a check, I will accept the case as closed.
  
  

  

  Business Response

  Date: 07/25/2025

  As a gesture of goodwill and to help offset the inconvenience, we are issuing you a $500 refund. This will be processed 30 days from the date of our last site visit, so we should be mailing you a check this coming week.

  Regards,
  Custom Built Structures, Inc.

  Customer Answer

  Date: 07/28/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and I accept it.

• Initial Complaint

  Date:06/06/2025

  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.

  The metal on the North side of the building was cut short and the corner trim is hanging off the building since they cut it short and didn't have anything to attach the trim to. Also have some leaks in the roof along with some screws through the metal where they missed the frame. Also the North end of the building is hanging off about 2 inches on the east side and in 2 inches on the west side and the front is square. I had two concrete contractors come out and check the slab for square and correct measurement they both advised they didn't get the back of the building square and they is why its off not the concrete. I now have damage to the paint on my floor since there is so much water leaking in from the roof. I have been told on several occasions they would be out to repair and to make sure I'm available then no one shows up or calls. Seems like they just keep blowing me off. Also had the same issues when they installed took several tries before they actually showed up a month later than what they had previously told me. There is no follow up when they aren't going to make it they make an appointment then don't show up.

  

  Business Response

  Date: 06/16/2025

  Dear Mr. ***************** you for letting us know about the problems with your building and for the patience youve shown while waiting for repairs. We understand your frustration and apologize for the delays and missed appointments. Our service crew is now set to return the week of June 23, 2025. If weather or any unforeseen issue forces us to move the date, I will let you know and reschedule. I appreciate your business and the opportunity to make this right. If you have questions before the repair date, please contact us directly at ************.
  

  Sincerely,
  Custom Built Structures, Inc.

• Initial Complaint

  Date:03/31/2025

  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.

  The business needs to fix the leak in the roof. I have been calling the office since the building was installed in October 2024. The metal building installed on my property by Custom building has been leaking from the roof since installation. I called the customer service number and the cell phone number from the installer. Each representaitve would take a message and say someone would call me back. No one has called me back. My items are being damaged related to the leaking roof. I would like for the installer to come out and fix the leaking roof.

  

  Business Response

  Date: 04/02/2025

  Dear Ms. ******************** you for reaching out to us regarding your concerns. We understand your frustration about the water entering your building, and we want to clarify the situation as clearly as possible.

  After reviewing your building and its installation, it appears that the water is seeping under the base rail rather than through the roof. The primary factor seems to be the concrete pad, which extends beyond the buildings footprint and can allow water to run underneath the rail. We have verified that the screws used in your buildings installation are appropriate for this type of structure, and they would not, by themselves, be causing the issue youre experiencing.

  You also mentioned needing foam insulation, but we have no record of foam insulation being purchased with your original order. While additional insulation can sometimes help reduce moisture infiltration, it is not something that was included in your initial purchase order.

  We first received a call from you on March 17, 2025. We apologize if there was any earlier attempt to contact us that we did not receive. Please know that we take all customer concerns seriously and want to ensure your building is performing as intended. 

  Sincerely,
  Custom Built Structures, Inc.

  Customer Answer

  Date: 04/03/2025

   I am rejecting this response because: the water is not coming from the ground it is coming from the roof leaking on the floor. The ground is not flooded therefore no water is entering from the ground it is entering from the roof. I have spoken with multiple people since December 2024 when I first noticed all my items were water damaged that were on the shelves. Each time I call I was told someone from repair will contact me. It is now March and no one has contacted me. i leave voicemails no one calls me back. I call and am trasnferred around the office without a resolution. Custom Built structures needs to fix my roof. Your reponse indicates you ahve received my messages unlike what ***** and ******* have been saying. Each of them said over the last 2 weeks no one ever received my response. My roof is leaking the items on the shelves are wet. Nothing on the floor is wet it the items on the shelf from the roof. 
  
  
  

  

  Business Response

  Date: 04/14/2025

  Hi *********,

  We appreciate your feedback and the opportunity to clarify the situation. After reviewing our call logs and recordings, we were only able to locate a single call from March 2025. No voicemails or other prior call attempts appear in our system. We also have not received any screenshots or screen recordings verifying the call history, and when asked for a callback number to confirm, it was not provided.

  Based on the photos and video you submitted, it appears the issue involves water entering from beneath the base rail, which is not related to a roof leak. This is a site-specific drainage issue that can occur when buildings are installed on unlevel or improperly graded ground. Were happy to discuss ways to help resolve that, but this isnt a warranty-covered repair.

  If you'd like to speak directly to our team, were more than willing to work with you please give us a call and reference your name so we can prioritize your call.

  Thank you,
  Custom Built Structures, Inc.

• Initial Complaint

  Date:02/20/2025

  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.

  Ordered a steel building from 360 Sheds on 9/28/2024, at this time I asked for my entire building to be insulated. 360 Sheds placed the order with Custom Built Structures. After getting permits and site work completed, I called 360 Sheds on 2/5/2025 around 2:25pm, to again confirm that the entire building would be insulated by asking " the entire building, main building, lean-to, all roofs and walls" and ***** at 360 Sheds said yes, I then submitted required site pictures.On 2/6/2025 around 8:43am a representative from Custom Built called to confirm the details of the order and to schedule an installation date, as she was going down the build sheet, she got to the insulation line and I again asked to confirm that the entire building, lean-to, main building all roofs and walls and she confirmed this. Installation day comes and building is only partially insulated. On 2/19/2025 around 8:36am, which is day 2 of installation, I called and asked the representative to review the build with me and when she gets to the insulation line I again askedif this was for the entire building and she again confirms yes it is. At this point I stop her and let her know that the install crew has only insulated a portion of the building and claim that is all that was on his work order. I then get transferred to a **** ********* who is now saying the insulation is for only part of the building but he would look into the matter further and give me a return call later on 2/19. I have received no return call or follow up as well as no resolution at this time.

  

  Business Response

  Date: 02/28/2025

  Dear Mr. **************** you for reaching out regarding your order. We appreciate your business and want to clarify the details of your insulation request.
  

  Upon reviewing our records, including a recorded phone call confirming the order details, the insulation included in your purchase was for the lean-to only. The charge of $1,620 specifically covered 2 fiberglass insulation for the lean-to, and this did not include the main building. This was reconfirmed with you during our previous communications.
  

  We understand that there may have been a misunderstanding, and we apologize for any confusion. If you would like to proceed with adding insulation to the main building, we would be happy to provide a quote and discuss the next steps to complete the project to your satisfaction.

  Please let us know how you would like to proceed, and we will be happy to assist you.
  

  Custom Built Structures, Inc.

  Customer Answer

  Date: 02/28/2025

   I am rejecting this response because:  After reviewing the phone calls, it should have been extremely clear that your representatives told me that the entire building including the main building, lean-to, all roofs and walls were to be insulated.  On the first phone call I stated this in those terms, on the second call I used the term "entire building" and in both cases your representative said yes.  If you listened to the calls, then we should be able to agree on this point.   The way insulation is listed on the invoice is misleading as it says entire building directly on it, which I believe confuses your representatives as well and if at any point if your representatives had told me "No" that it was not, I would have addressed it immediately before installation.  We are all human and can make mistakes, it is how we handle them that makes the difference.  When I brought this matter to Custom Built Structures attention, I was told you needed time to review it and would return a call to me the same day, I have not had any communication in 10 days from your company, and as of yet have not been provided with any path forward for a resolution.  As a consumer, when you ask the same question to 4 different people at 4 different times (2 at dealer & 2 at manufacturer) and all of them give you the same answer then that should be the expectation.  I understand that this mistake was made originally at the dealer, and then confirmed by Custom Built, and that invoicing would not have been correct due to this mistake, if all parties take at least a portion of this burden I believe we could come to a resolution.  I would like to see a resolution presented that reflect this, including specifics including prices and timelines this way it can be documented.  I look forward to putting this behind us, possibly with a positive ending for all parties involved.  Thank you.
  
  
  

  

  Business Response

  Date: 03/13/2025

  Dear Mr **************** appreciate your patience as we work to resolve this issue with you. Our team has reviewed the details of your order and understands that there was a misunderstanding regarding the insulation. We regret any confusion and want to find a solution that works for both parties.
  

  To address this, we have offered a discounted price on spray foam insulation and an alternative option of 2 fiberglass insulation, which would be easier to install without removing all the panels (not recommended). However, we understand that you are requesting the additional insulation at no cost.  We remain committed to working with you to find a fair resolution. We ask that you continue to communicate with us directly so we can explore options that align with both your expectations and what was originally agreed upon in the order.
  

  Please let us know how you'd like to proceed. We value your business and want to ensure a satisfactory outcome.
  
  Custom Built Structures, Inc.

  Customer Answer

  Date: 03/13/2025

   I am rejecting this response because:

  So far, I am 0 for 2 on getting a return call from Custom Built Structures.  I have spoken with a **** and a ******* (not sure if spelling correct) who were both supposed to look into this matter and return a call.  As of yet I have not heard from either one.  I would be happy to discuss resolutions further if someone would like to communicate options with me directly as you have my contact information.  4 different people at 4 different times confirmed to me that the entire structure would be insulated, twice by the selling dealer and twice by Custom Built Structures, as a customer I don't know what else I could have done to have this completed to expectations.  As stated previously I am hoping to find a resolution where all the involved parties (Dealer, Builder and Myself) may split the burden to complete the job as expected.  I would like for Custom Built Structures to reach out to the Dealer to see if they can encourage them to contribute in a resolution, then give me a call directly so we can discuss the complete resolution options and proposal(s) including exact amounts and a time frame for completion as I cannot make any informed decision until I get this.
  
  

  
  

  

  Business Response

  Date: 03/26/2025

  Dear Mr. ******************* you for sharing your concerns about the insulation on your building. We would like to clarify that Custom Built Structures****** is the manufacturer and confirms orders exactly as they are submitted to us by the authorized dealer who sold you the structure. Because your initial conversations regarding insulation took place with that dealer, we recommend continuing to work with them to address any disputes or misunderstandings about what was promised at the time of sale.

  If the dealer reaches out to us for clarification on the specifications or any proposed resolution, we will be more than happy to cooperate. We understand that you seek a satisfactory outcome, and we appreciate your patience while you work with the dealer to resolve the matter.

   Thank you again for reaching out, and please let us know if you have any additional questions.

   Custom Built Structures, Inc.

  Customer Answer

  Date: 03/26/2025

   I am rejecting this response because:
  It has become abundantly clear that you will not offer any help with a resolution.  Now your tactic is to place blame elsewhere and blow the customer off in hopes I will go away.

  My problem is with Custom Built Structures, Two of your representatives on two different days, confirmed that the entire structure, lean-to, main building, all roofs and walls would be insulated with the order that was placed and paid for.  This was not completed.

  Custom Built Structures representatives have twice spoke with me and were supposed to look into matters regarding this order and give me a return call, it has now been 36 days and I have yet to receive those calls.

  In one of your previous responses you state that "we have offered a discounted price on spray foam", well I am not sure who you offered it to because I have had NO contact with Custom Built Structures since that response.

  In my last response, I clearly laid out a way to a resolution, it appears as if Custom Built Structures is not interested in pursuing this option.  Keep in mind as you stated that the Dealer is "Authorized by you" and I asked for your assistance with them as well.

  Steps to a resolution:

  1) Custom Built Structures reaches out to their Authorized Dealer to encourage them to contribute to a resolution.

  2) Custom Built Structures then compiles a list of resolutions for insulation options with pricing and estimated timelines.

  3) Custom Built Structures calls and/or emails me with offer for resolution.

  
  

  

  Business Response

  Date: 04/18/2025

  Mr. Martyn,

  Thank you for your continued communication. Weve reviewed your order and the concerns raised.

  We understand there may have been some confusion in discussions between you and the dealer, but since the order we received matched what was delivered, there is no additional work owed by Custom Built Structures.

  If you are still looking to pursue further insulation or a resolution beyond what was originally ordered, we recommend continuing that conversation directly with the dealer who sold you the building. 

  Kind regards,
  Custom Built Structures, Inc.

  Customer Answer

  Date: 04/21/2025

   I am rejecting this response because:

    I am absolutely amazed how little Custom Built Structures cares about their customers.  On 2/6/25 8:43am, Custom Built Structures called me to confirm install date and options at that time your representative confirmed that the entire building would be insulated stating main building, lean to, all roofs and walls.  Again, when I called on 2/19/25 8:36am, your representative confirmed the entire building would be insulated.  Based on what your representatives told me the entire building should have been insulated, and it was not done.  

  I am in dis-belief that you have been unwilling even to pick up the phone and call the dealer or even myself.  You have flat out lied saying you offered a discount to complete the remaining insulation your company has not reached out to me ever with any such offer.

  If you are not willing to do anything then please just state that your company will not complete what they stated, they would on multiple occasions.  Otherwise, the resolution process remains the same as in my last message.

   

  
  

  Customer Answer

  Date: 04/22/2025

  This was verbally confirmed four times, with four different people at four different times, 2 from the selling dealer and twice with Custom Built Structures it was confirmed that this fee was for the entire building including main building, lean to portion, all roofs and walls.  Invoice was paid in full by cashiers check.

  

  Business Response

  Date: 05/30/2025

  Dear *** ****:
  

  Re: BBB Complaint ID ******** **** ******
  

  Thank you for the opportunity to respond. Custom Built Structures, **** takes customer concerns very seriously and strives to deliver exactly what was agreed upon in our contracts.
  

  Scope of original insulation work:
  

  Our signed contract and accompanying invoice clearly specify 2? fiberglass insulation for the front lean-to portion only (dimensions: 12 ft W 25 ft L 7 ft H). At no point did the contract or invoice call for insulation of the main building structure (24 ft W 25 ft L 10 ft H).
  

  Resolution offer:
  

  To bring this matter to a satisfactory close, we are prepared to install 1? closed-cell spray foam insulation across the main building for $2,900. This spray foam delivers an R-7 ratingidentical to the thermal performance of the 2? fiberglass installed on the lean-toand can be scheduled at Mr. ******* convenience.
  

  We believe this proposal matches the insulation performance Mr. ****** expected when he confirmed entire building on the lean-to scope, and offers a fair, transparent path forward. If you or Mr. ****** require any additional documentation (such as a highlighted copy of the contract or invoice) or would like to schedule the installation, please let us know.
  

  Thank you for your attention to this matter. We value our BBB accreditation and remain committed to resolving this dispute promptly and in good faith.
  

  Sincerely,
  

  Custom Built Structures, ****
  **************************
  ********************

  Customer Answer

  Date: 06/05/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and I accept it.  I would have liked to see the authorized dealer to have participated however, I have tentatively accepted a modified version of this resolution, to include 2" spray insulation on all 4 walls and roof.  As long as the work is completed in a timely manner, I will consider this matter concluded.