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:08/20/2024

  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.

  We bought 3 buildings from them, one was a ** cover. They were all good after install. The ** cover we only enclosed one side and the other side partially. We decided a few weeks later that we wanted the other side completely enclosed as well. I called the dealer who sold the units to us and placed an order with them to enclose the other side. The manufacturer charged a trip/labor fee to come back to enclose the other side. An install crew came back out and enclosed the other side. When finished we noticed trim bent,roof panels bent, scratches on the sheet metal, missing screws, screws that looked like they had been spray painted on site. So I contacted the dealer and he spoke to the manufacturer and they sent a crew back out to replace the trim and the damage roof panels. The crew showed up at dark and worked only to discover that the trim wasn't the same size so they couldn't replace it. They replaced the damaged roof panels in the dark. The worst thing was we discovered the next morning the roof panels didn't match the existing roof. THE ROOF HAD NOTHING TO DO WITH WHY THEY WAS HERE. The dealer has spoken with the manufacturer on numerous occasions and they say I signed a waiver saying the colors may not match 100% when coming back out to add on to an existing building. The dealer told them the reason the panels on the roof had gotten bent was because an installer almost fell off the roof and held onto the sheet metal til a ladder was under him. The roof was fine when they got there and now it's two different colors and they refuse to come out and make it right. My insurance may cancel because of this. The waiver that they said I signed says please note that if your existing structure was installed by another manufacturer the color options that we have may not match exact to what is existing. IT WASN'T INSTALLED BY ANOTHER MANUFACTURER.

  

  Business Response

  Date: 08/30/2024

  Thank you immensely for your continued business and for trusting us with multiple projects, including the ** cover. We truly appreciate your loyalty and the opportunity to serve you.

  We have carefully reviewed your concerns, and we want to clarify a few points based on the purchase agreement that you signed. Our supplier provides metal painted panels that may have slight color variations due to different manufacturing conditions, as outlined in our agreement. Specifically, the agreement states:

  "Customer acknowledges and agrees that any samples provided to Customer or viewed by Customer are approximate and that actual coloration of the product(s) may vary and may change over time and sun exposure. Customer acknowledges that Seller is not liable for color variations."

  This clause covers the natural variations in color that can occur when adding new sections to existing structures, especially when done at different times. Unfortunately, the differences in color are a result of the suppliers manufacturing process, which we have limited control over. The waiver you signed clearly states that color variations may occur, particularly in cases of modifications or additions to existing buildings, which applies here despite the structure initially being from our company. We apologize for any confusion regarding the waivers terms and the situation overall. While we strive to match colors as closely as possible, variations can occur, and we are bound by our suppliers material availability which is why it's in our Purchase Agreement Terms and Conditions. 

  Regarding the incident involving the installer, we sincerely apologize for the inconvenience caused. We are relieved that no one was seriously injured during the process. As part of our commitment to quality and customer satisfaction, we promptly replaced the damaged components. 

  If theres anything further we can do, please dont hesitate to let us know.  Thank you once again for your business and understanding.

  Sincerely,
  Custom Built Structures, Inc.

  Customer Answer

  Date: 08/31/2024

   I am rejecting this response because:
  
  The contract plainly says that if your existing structure was installed by another manufacturer the color may not match up exact to what is existing. All buildings were installed by custom Built Structures. It's there fault that the roof panels got damaged in the first place. Also there fault that the trim got damaged too and that it wasn't the same size for them to put on. 

  

  Business Response

  Date: 09/17/2024

  Dear ****************,

  Thank you for your response. We understand your concern about the color variation. However, there is no guarantee that colors will match perfectly between new panels and existing structures, especially when exposed to direct sunlight for an extended period.

  The statement you referenced in the contract applies to structures from other manufacturers that we add on to and is not relevant to this situation. We have addressed the necessary repairs, and no further replacements will be made.

  Thank you for your business, and we wish you all the best.

  Custom Built Structures, Inc.

  Customer Answer

  Date: 09/18/2024

   I am rejecting this response because:
  
  Custom Built Structures, is wrong with what they are saying on the waiver. I do not accept what they are saying. They just don't want to come to some sort of agreement and make this right. I spent a lot of money with them on all 3 buildings that I purchased. THEY NEED TO MAKE THIS RIGHT.

• Initial Complaint

  Date:07/15/2024

  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 bought $100,000 building from them and it turned out their footing plans Do Not match the wind and snow load in the contract. I expect them to fulfill their contract and provide me with footing amendment so I can get my building approved and use it. They have not done any of that They have decided now not to answer phone calls, not answer email. Building up for almost a year It still isnt approved Because of this problem.I have given them one last chance to respond before I decide that were gonna have to use the court system of the ************* to solve this problem. Unfortunately.I have tried to be civil and give them every opportunity to rectify the problem. If I were you out there reading this review, I would not get involved with these people. there are Plenty of metal building suppliers. Dont choose one that behaves like this.

  

  Business Response

  Date: 07/22/2024

  Thank you for reaching out. Based on our records, we initially provided generic plans for a 70-wide enclosed building set, as the dealer informed us that a permit would not be required. However, we understand that your building is fully open, and the county now requires site-specific plans and additional concrete to pass code.
  
  To comply with these new requirements, our engineer will need to create site-specific drawings, which are estimated to cost around $6,000. Unfortunately, we do not have generic plans for an open 70-wide structure.
  
  Please let us know how you would like to proceed.
  
  Sincerely,
  Custom Built Structures Inc.

  Customer Answer

  Date: 07/22/2024

   I am rejecting this response because:

  1) the dealer knew that a county permitting process and approval was required. 
  2) we also have metal reinforcement pieces missing from the building that are in the plans. 
  3) this company sold me a building that is not safe and does not meet code when built according to the plans and they left out pieces when they assembled it  

  the contract specifically says that this building that Custim built structures sold to me that they also assembled is engineered to 135  mph winds and 35 PSi snow load because thats the code in *******************.  
  this building is not engineered for those loads even if all the required metal reinforcement  pieces had been installed  which they were not. We also have a situation where they put the anchors too close to the edge of the footings.
  its multiple things that have been done wrong by Custom built structure.   

  The footing plans were also not substantial enough for the specified wind load  

  because of their failure to respond I have already hired another engineer for whose invoice I expect reimbursement because the whole purpose of the engineer is to fulfill their contract  

  we will know the full breach of contract issues once we have the engineers report  

  I also expect Custom to bring the missing pieces and install them immediately  

  I also expect reimbursement for part of the fortification of the foundation which  would not have to be re-done if we had been given the right plans in the first place  

  its their job to make a building that meets  their contractual obligations

  they wrote the contract  

  
  

  

  Business Response

  Date: 08/02/2024

  Dear Dr. ******************* you for your patience and for providing more details. Were sorry for any frustration this situation has caused.
  
  Based on our understanding from the dealer, you informed them that you wouldnt be obtaining a permit for the building. Therefore, we provided our standard plans for the size of your structure. Had a permit been required, we would have provided specific engineered plans. Our buildings are constructed to high standards, following the plans we receive. Since the order indicated no permit was needed, the building was fabricated accordingly in good faith.
  
  Regarding the current situation, we understand that an engineer is now involved due to a recent inspection by the county, which indicated a permit was needed for the building. This issue appears to have come up during an inspection related to a pool installation, unrelated to the building itself. Your building has been properly installed for some time without prior complaints, as it was built according to your order. We would like to review the detailed charges from your engineer to understand the scope of work being done, so we can proceed accordingly.
  
  We were unaware of any missing tubing until recently, but we are willing to address this issue. To resolve these matters, please contact an authorized representative to discuss any additional work and costs. We will create a repair order to address the missing components and any other necessary adjustments.
  
  Were here to assist and look forward to resolving this matter promptly.
  
  Sincerely,
  Custom Built Structures, Inc.
  

  Customer Answer

  Date: 08/05/2024

   I am rejecting this response because:
  1) there is no pool involved in this at all. 
  2) I told the dealer that I absolutely needed a permit and informed the dealer of the county wind and snow loads which are in the contract. 
  
  We called an engineer in because you stopped answering emails and would not take my calls.  We needed an answer in a timely fashion. 
  I will email you what the engineer has dictated  be done to bring the supports of the structure itself in line with the engineer stamped plans that you provided and also the remediation that needs to be done to the footings so they can support the wind load 

   

  
  

  

  Business Response

  Date: 08/09/2024

  Dear Dr. ******************* you for providing the invoice from the engineer you hired. We are in the process of reviewing the documentation and working towards a resolution.
  
  To proceed, we kindly request that you provide a detailed invoice with the following information:
  
  1. Engineering Invoice: The current invoice lists a residential address. For our records, we need the original invoice that includes the engineers business address, phone number, and name. This ensures that all documentation is accurate and verifiable.
  
  2. Re-Inspection Fee Quote: You mentioned that the fee provided does not include the re-inspection fee. Please provide us with a quote or estimate for the re-inspection fee so that we can fully understand the scope of the costs involved.
  
  We want to ensure that all aspects of this process are transparent and well-documented. Once we receive this additional information, we will be better positioned to move forward and address the necessary modifications.
  
  Thank you for your cooperation. We look forward to resolving this matter promptly.
  Custom Built Structures, ****

  Customer Answer

  Date: 08/09/2024

   I am rejecting this response because:
  The invoice that I sent you is exactly what he sent me. Its clear from his plans and his letter that he has a PE and he stamped the plans  He may well have an office at his house. I dont know. I didnt look to see if his office was at his house. I simply looked to see that he was actually a PE.

  I will be happy to forward the entire email to you so you can see that the email That The invoice is attached to came from ****************** Email.  

  I will ask what the fee for the Re-inspection will be and I will also forward that email to you.

  When are you sending someone to put in the pieces of steel support that were clearly in the plans that were left off of my building? 

  
  

  

  Business Response

  Date: 08/30/2024

  Dear Dr. ****************** you for your prompt response and for clarifying the situation regarding the engineers invoice. We appreciate your willingness to provide additional information. We look forward to receiving that. Thank you for your cooperation.  

  Custom Built Structures, Inc.

  Customer Answer

  Date: 08/30/2024

   I am rejecting this response because:

  I have provided all the engineer information asked for.  
  I have additional invoices from the metal fabrication plant that is making the pieces that Custom built structure left out of this building that are critical for longitudinal stability. 
  I also have an additional invoice from the footing remediation company. 
  I will send those to you as soon as I have everything together.  

   

  
  

  Customer Answer

  Date: 09/14/2024

  When I have the other invoices, Ill send them.  Right now Im waiting on the metal fabricators invoice. 
  Linda 

• Initial Complaint

  Date:04/24/2024

  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 custom ordered a metal shop/garage from Custom Built Structures on 3/18/24. The total amount of my purchase was $16,937.28. This did not include the 12x12 motorized door that was ordered separately, thru Custom Built Structures, with ******** Garage Door fufilling the order.(the door is additional $2195.00) ******** arrived a day early with materials, and the build went off without a hitch despite the mud they had to endure from all of the rain. Nonetheless, I was contacted by Custom Built structures to follow-up on the build and to let me know another crew should arrive in 2 weeks to install my door.The building has a total of 3 doors. 1 is installed by the original crew. One (man door) installed after the initial build and the large 12x12 motorized door pending. Its been 3 weeks since my install. When I called to check on my door, I originally go no response. I contacted my sales rep and he isn't getting any information on when my door can be delivered, it's "backordered" I called ******** door myself and got zero info. I have a 30x50 shop that's paid in full, and I can't use it because it has a giant hole in it. I cannot place anything inside as I can't secure the contents. Nobody is willing to step up and say when I might get my door or offer any other vendor solution. I just want the door I ordered or another vendor fulfill as long as I get a 12x12 motorized door so I can use my garage. This is insane. Custom Built Structures needs to make this right and get me a door by all means, please.

  

  Business Response

  Date: 04/25/2024

  Dear ******,

  Thank you for reaching out with your concerns regarding the installation of the custom motorized door for your metal shop/garage, as ordered from Custom Built Structures, **** We sincerely appreciate your patience and want to assure you that we are committed to resolving this issue to your satisfaction.

   At Custom Built Structures, ****, it is our standard procedure to schedule the installation of custom garage doors within ***** days following the completion of the primary structure. This timeline can vary due to several factors, including scheduling demands, weather conditions, and the complexities involved with previous job sites.

   We understand the inconvenience caused by the delay and want to clarify that our installation process involves different specialized crews, each trained specifically for certain tasks to ensure the highest quality and professionalism. The crew responsible for overhead garage door installations is skilled in these specific setups to guarantee that everything is done correctly and to our standards.

   Our scheduling department will be in touch with you directly as soon as there is an opening in the schedule for your area. Thank you for your patience and for choosing Custom Built Structures, **** We are looking forward to completing your project to the highest standard.

   Warm regards,

   Customer Service Team
  Custom Built Structures, ****

  Customer Answer

  Date: 04/25/2024

   I am rejecting this response because:
  I was contacted by Custom Built Structures immediately following my install to see how the build went. ( At that time, I was told 2 weeks for another crew to arrive with my door. (I have the text messages with  2 weeks for my door)  I contacted ******** Door directly after failing to hear back from Custom Built Structures about the timeline of my install when we reached the 3 week mark.  ********************* says the door I ordered is backordered and there's not an eta on when it will be in stock. It did not have anything to do with a crew or scheduling. I contacted my sales ***********************. He started looking at other vendors that might fulfill my door. He told me there was not another vendor that had one. He also contacted vendors in my area, but they were priced much higher than my quote. What it comes down to is money. It's always about money. Custom Built Structures is not willing to pay a higher price to get my door done locally or sooner. My structure was not cheap and sits unusable until it has the main door that can close and secure the building. Never when I placed my order, or paid for my order was I told the door was not ready or available. I do not believe this is a scheduling issue with a crew at all. The building crew arrived at my home on April 8th. The structure was complete 2 days later. Custom Built Structures can't schedule anyone because they don't have the door. They need to find another vendor, another solution and give me a time frame. Lack of communication, lack of action is why we are here speaking through the BBB. As a consumer I feel like the ball has been dropped, and I simply want what I bought and paid for. I want them to find another vendor or solution that can have my door installed asap. Anything less is not acceptable. 

   

  
  

  

  Business Response

  Date: 04/25/2024

  Dear ******,
  
  We apologize for the inconvenience this situation has caused. It was never our intention for you to experience such delays or to feel uninformed about the progress of your order. After reviewing the sequence of events, its clear that we need to improve our communication. To rectify this situation, we are pleased to inform you that we are upgrading the originally ordered door to an Overhead Residential Door at no additional cost to you. ******** Garage Doors will be in contact with you to confirm a specific installation date. 

  We are committed to ensuring that your structure is fully functional as soon as possible. Please rest assured that we are now handling this matter with the utmost priority. We truly value your business and are making every effort to ensure that the remainder of your experience with us meets your expectations and our high standards. Should you need to discuss this matter further, please do not hesitate to contact us. Thank you for your understanding and cooperation.

  Warm regards,
  Custom Built Structures, Inc.

  Customer Answer

  Date: 04/29/2024

  I am pleased with the efforts of the business & willingness to upgrade my door. I received a phone call from Ruby@ ********************** on Friday. I am anxiously awaiting ******** Door to contact me and get the installation of my door scheduled. 

  I am hesitant to close the complaint because the promise hasn't been fulfilled. We are into a new week. I haven't heard from ******** Door. I don't know the time frame of the upgraded door. I'm still right where I was, no door & an usable shop until something happens and there's true movement and forward progress.
  
  

  
  

• Initial Complaint

  Date:03/17/2024

  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.

  On January 30th, 2024, ***************************, a sales representative for the company contacted me while I was in *******. ************* insisted he needed a deposit to secure the pricing of the awning which he alleged was getting a price increase on February 1st, 2024. He was told I was out of town, and we would have to wait until I returned home. This wasn't sufficient for him as he called multiple times. Due to an issue with my I phone it only works on speaker mode. This allowed our entire conversation to be heard by both my daughter and a friend ***********************. At this juncture a contract had not been issued let alone signed. I explained to him I am extremely reluctant to provide funds without a contract. He assured me that if the City of ****** did not approve the building, I would receive a refund for the entire amount minus the credit card processing fee. The contact was final sent to us and signed on February 6, 2024. The City of ****** did not approve the building as originally configured instead insisting on setbacks which I was unable to accomplish due to limited space. Upon the City's disapproval I contacted the business enquiring about the deposit refund as guaranteed by **************. The business stated they would have to contact ************** to determine the nature of the conversation. I had to contact the business again to find out the result of their inquiry. They basically stated there was nothing they could do about the refund. I then asked them for the district manager's name and contact information. Again, I was told they would contact me with that information. Finally, the manager called me stating they didn't have a district manager. After explaining the entire situation, she said we signed a contract and would not receive a refund of the funds as promised by **************. The manager said they stand by the written contract and don't recognize the verbal contract preceding the written document by six days. The business actions fraudulent.

  Customer Answer

  Date: 03/27/2024

  *******, 

   

  I have not gotten anything in the mail from you as to date. So, this is the first time I have seen this.  

  Attached is the email string from the city where they are stating that I could have the Cover, but only if I do a 25ft set back. That is not what was requested, we need it **** up against the adjoining pasture so that the horses have no way to escape.    These horses are multi-National champions that are worth a lot of money, and we cannot take that risk that they could get loose.   Mebane is putting a 5-lane highway in front of our pastures, so we have had to build a 6ft privacy fence already to protect them from all the increase in traffic and riff-rave waling up and down the road.  

   

  The entire issue of this process is that we gave a deposit on 1/30/24 based on the fact we were told we would get all our deposit back with the exception of the credit card fee if the town did not approve what we need.  Then on 2/6/2024 they sent written contract that deposit is non- refundable. Which was 7 days after they already had my deposit. Which is legally obtaining money on false pretense.  

   

  Please let me know if you need anything else. 

  Thank you in advance for helping me with this. 

   

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

  Customer Answer

  Date: 04/06/2024

  I have not heard from the business in response to my complaint. And we are moving forward with legal action against them, as this is obtaining money under false pretenses and is criminal.   I want BBB to please post this so not others get  mixed up with this company as we are seeing other complaints on this same company 

  thanks 

  
  

  Customer Answer

  Date: 04/17/2024

  Attache is the email string that did not send a paper copy--- Please understand the city wants this building set up with a set back from another adjoining fence that is on my property.  I cannot accept that because if leave a LARGE Opening from moving a horse from a closed pasture, to and OPEN area that could be a major disaster 

   

  MY request was ONLY to have the building erected next to the fence that is currently there and us create a gate so horse go from one closed area to another---- City Planning will not approve that. 

   

   

   

  

  Business Response

  Date: 04/23/2024

  *****,
  
  Thank you for your continued correspondence regarding your concerns. We understand your frustration, but we must reiterate our company's policy regarding deposits and refunds.
  
  As stated in our previous communication and reiterated here, our policy stipulates that deposits are non-refundable except in cases where the denial of a permit is directly related to the engineering of the structure. We appreciate your efforts to obtain a denial from the permitting office; however, it's crucial to clarify that this denial must be based on engineering specifications.
  
  We have noted your attempts to procure a letter from the engineering office to facilitate a refund. It is important to highlight that soliciting a letter under false pretenses or manipulating official processes to suit personal financial goals not only undermines the integrity of our dealings but could also be considered fraudulent. Such actions are taken seriously and could potentially lead to further complications beyond our business interactions.
  
  We empathize with your situation, but it's important to recognize that upon placing an order, our team immediately initiates the manufacturing process, including the fabrication of bows, trusses, and the processing of engineering plans. This entails considerable labor and resources on our end, which cannot be recovered once production has commenced.
  
  Regarding your assertion of a verbal agreement preceding the written contract, it's essential to understand that our company operates under the principles of contractual law, wherein written agreements supersede verbal agreements. The terms outlined in the signed contract govern our business transactions, and we stand by the commitments outlined therein.
  
  We respectfully encourage you to carefully review the terms of the contract and familiarize yourself with our company policies. Our refund policy adheres to industry standards, where refunds are only issued in the event of permit rejection due to engineering failures. As stipulated, once an order is placed, our team commits significant resources toward its fulfillment. It is crucial for such decisions regarding space and suitability at the job site to be finalized before committing to an order. Deciding to cancel after production has commenced places a substantial burden on our operations.
  
  Sincerely,
  Custom Built Structures, ****

  Customer Answer

  Date: 04/23/2024

   I am rejecting this response because: the deposit was made because an employee stated the refund would be allowed, if the contract was not approved.   WHAT I ASKED FOR WAS NOT APPROVED BY THE CITY. Nothing in the verbal agreement made by your employed stated any stipulation about the engineering failure.  The conversation with your employee was specific to the fact we did not have city approval at that time, but he was adamant about getting the deposit right then. The fact that you are accusing me of manipulating a planning official is not just offensive, and slanderous, but is grounds for a lawsuit.  Not to mention the fact, the deposit was obtained by false pretense. 
  
  

• Initial Complaint

  Date:02/14/2024

  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 purchased a metal building from *********** on 6/23/23, signed the contract and paid the deposit on 6/26/23. They are only a dealer, so they hired Custom Built Structures to supply and install my building. I was given a full amount of $6338.56 and I informed them that I would like to add an additional $500 in the event that there were potential unforeseen issues with getting my building installed. I provided pictures, distances, dimensions, etc so that they would be well informed of the site. I was originally told ***** business days for installation to begin. My building was not installed until 8/25/23. The first crew showed up 8/2 (5 1/2 weeks later, 27 business days) and promptly turned around, stated they weren't doing the job. I had to call the company numerous times throughout the day until someone would actually pick up the phone and asked for an explanation. I was told the crew didn't feel like they could do it although I had originally stated I was willing to pay extra just in case. We went through multiple dates where they were supposed to install it, but never showed, always rescheduled and I had to repeatedly call to figure out any information. I was never a priority although they screwed up from the beginning. When it was finally installed on 8/25, I was told the company is not willing to deduct the $500 that I offered up front to avoid issues like I had experienced. I repeatedly requested that happen along with zeroing out the percentage fee for credit card use. The ** of the company refused to let me speak with the owner when I asked.

  

  Business Response

  Date: 02/14/2024

  Dear BBB and *********************,

  We are writing in response to the complaint filed with the Better Business Bureau and the concerns raised in ************************** ****** review regarding his experience with Custom Built Structures, **** We sincerely regret any inconvenience and frustration ********************** experienced throughout the process of his metal building installation. It is always our goal to provide efficient, transparent, and quality service to our customers, and we are truly sorry that ***** felt that we fell short of his expectations.

  Upon reviewing the details of ************************** project, it is clear that this was a unique and challenging installation. We understand that there were several delays and communication issues that contributed to a less-than-satisfactory experience for **********************. These are not reflective of our company's standards, and we are taking steps to ensure that similar situations are handled more effectively in the future. For example, we made a special consideration to allow an order from a customer that has a difficult job site where it's known that there may be issues arise. We will no longer accept these job sites.

  It is important to note that we typically assess each project carefully before agreeing to undertake it. In ************************** case, we wanted to accommodate his needs despite the complexities involved. Unfortunately, it seems there was a misunderstanding regarding the specifics of the job site conditions. We acknowledge that the additional $500 offered by ********************** was intended to cover potential unforeseen issues. However, the challenges presented by the site required adjustments that were beyond our initial expectations.
  

  In recognition of the inconveniences caused by these delays and the need to reschedule the installation after the first attempt, we did not charge ********************** a restocking fee. This decision was made in good faith, aiming to mitigate some of the inconvenience and demonstrate our commitment to customer satisfaction.
  
  We appreciate ************************** patience and cooperation during the installation process. We are committed to learning from this experience and implementing measures to enhance our communication and project management practices. We hope that, despite the difficulties encountered, ********************** will find satisfaction and value in his metal building for many years to come. Our team is dedicated to supporting our customers post-installation, and we encourage ********************** to reach out to us should he have any further concerns or require assistance with his building in the future.
  

  Once again, we extend our sincere apologies to ********************** for the inconvenience and stress caused. We are grateful for the opportunity to address this matter and reaffirm our commitment to providing quality service to all our customers.

  We look forward to the opportunity to restore your confidence in the future.

  Sincerely,

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

  Customer Answer

  Date: 02/14/2024

   I am rejecting this response because:
  There was never an attempt by Custom Built Structures to make things right. All requests I made I was informed "sorry, there's nothing we can do", but in reality, this company does not care to do right by the customer.  I specifically requested the additional money that I put forth up front (in good faith) would be returned since Custom Built Structures neglected to pay attention to all concerns I mentioned before anyone even arrived on site the first time. There was also never any mention of me being charged/not being charged a "restocking fee" due to a sub installer hired by Custom Built Structures not wanting to do a project they were hired to do. My guess is that Custom Built Structures did not relay the information that I provided to the first install crew. 
  
  

  

  Business Response

  Date: 02/17/2024

  Hi *****,

  We're really sorry to hear about your continued frustration. Lets clear a few things up about the money and the job site situation.

  About the extra money you mentioned it seems theres been a mix-up. The $500 wasn't just a random upfront good faith payment; it was for getting a crew to handle a job site we usually wouldn't touch. We explained this. And, honestly, after seeing how tough the job was, that $500 barely covered what it should have. Our guys did a lot of work, and expecting them to just hand that money back doesn't really make sense. They worked hard on a job that turned out to be more trickier than you let on.
  

  As for the restocking fee thing, we didnt hit you with any extra charges. Our crew made the trip, tried to work with what they had, but the site just wasnt doable. That trip wasnt free for us it cost us in time and fuel, yet we didnt pass those costs on to you. This is in our terms which you signed and is apart of your order form details. There's nothing hidden here, and we didn't charge you - we're letting you know that we could have but we didn't because we realize we made a mistake sending the first crew. Which is why we worked hard to find a second crew that was willing to take a look at your job site. 
  

  We did everything we could, given the circumstances. Claiming a refund for a job that was way harder than expected doesn't quite add up for us.

  While we appreciate you reaching out and your business, we'll have to agree to disagree about your experience. 

  Kind regards,

  Customer Answer

  Date: 02/18/2024

   I am rejecting this response because:

  The more you continue to attempt to justify Custom Built Structures' failure as a company to do the right thing, the more lies you seem to come up with.  The $500 most certainly WAS put up front in good faith on my part.  I offered it to Junior (the salesman) without hesitation before I knew anything else.  I knew my site was potentially challenging.  That's why I also provided photos, distances, dimensions, etc.  I went above and beyond what any normal customer would have done because I made an attempt to assist this company.  Your company accepted this additional offer and then did NOT follow through.  Not sure how it is now my fault, you claiming that it "turned out to be more trickier than (I) let on".  There were plenty of pictures through emails, pictures through texts, dimensions in feet given, etc.  YOUR COMPANY did not pay attention to that information, once again, not MY fault.  
  

  A potential "restocking fee" was NEVER discussed.  I would assume this because as many of your employees have mentioned, the installers are subs. They don't get paid unless they complete the work, thus, you are not paying them to travel, not paying them to return material, etc.  This trip WAS free for Custom Built Structures.  Don't twist this around.  I'm not asking the crew that did actually do the install to return any money.  The money should be returned from Custom Built Structures because it is the company's fault (not the final sub installer's fault) for not listening or paying attention to my advice the first time.  I offered additional money UP FRONT to avoid any issues and this COMPANY did nothing but cause issues.  You have already accepted that you made mistakes in your last response, yet you are not willing to do the right thing and refund only a portion (the additional portion mind you) of what was paid.  I'm not requesting the entire balance be refunded, only the $500 and the credit card fee.  This is for the lack of attention your company paid to my advice, the fact that you did not hold up to the ***** business days until installed, as well as the frustrations I had to deal with in rescheduling an electrician and movers because you kept pushing the install date out.  Your company failed to do right.    
  
  
  

  
  

• Initial Complaint

  Date:09/01/2023

  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 was promised that my building would be built within 2-4 weeks. It is now week seven. I was asked to pay in full which I did. Builders came out built half of the structure and then realized they had the wrong materials. They disassembled what was built and promised to return the next day. They did not return and now no one from the company will take my call or return voicemails.

  

  Business Response

  Date: 09/21/2023

  Good morning,

  We have reached out to the customer several times and left voicemails. We have yet to hear from Mr.****.

   

   

• Initial Complaint

  Date:08/21/2023

  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 called and talked to the salesman asked how much would a 20 x 40 building with ( 2 ) 10 x 10 roll up doors and a walk through door. He asked if I wanted vertical or horizontal siding and I told him horizontal. He asked about colors of siding and trim. He gave me a price and I asked was that with insulation? He said no. I told him I wanted insulation he told me and I told him that would work. When they came to install the building they put up the vertical tubing and one end of the building. I asked the crew leader if the building had the horizontal tubing and he said no. I told him that was not what I ordered. They stopped and he called Carlos and told him that wasn’t what I ordered the add for the building showed vertical and horizontal tubing and when I sent my deposit in they sent me a picture of the building with vertical and horizontal tubing saying that my deposit was approved. It was never mentioned that horizontal tubing was not normally used for horizontal siding. That was the selling point for me because it is more sturdy. The salesman never said there was a difference in price for horizontal tubing. He told me that was not what I asked for and I told him that is what the add shows. Now they want $1500.00 more to install horizontal tubing and looking at the the add you can’t tell if it’s vertical siding or horizontal siding. I don’t think I should have to pay extra for the horizontal tubing ( bracing)

  

  Business Response

  Date: 08/23/2023

  Dear Mr.******,
  
  We trust this letter finds you well. We appreciate the opportunity to address your concerns regarding the recent installation of your 20 x 40 building. Having carefully reviewed the provided documentation, including your conversation with our shop manager Carlos, we sincerely regret any misunderstanding that may have arisen.
  
  We understand from the attached conversation and your order details that you did indeed request a 20 x 40 building with horizontal sides.
  
  During the installation process, you expressed a preference for 'horizontal tubing' in which our crew leader connected you directly with our shop manager, Carlos. We acknowledge your concern and attempted to address the matter by offering you the option to upgrade to add the horizontal tubing that you wanted for an additional fee, as indicated in the conversation you shared. The purchase order we received from ******* ***** (Jesse B******), the same purchase order that you reviewed and signed have itemized options for 'Front Wall Closed Horizontal,' 'Back Wall Closed Horizontal,' 'Left Closed Horizontal,' and 'Right Closed Horizontal.' In our industry, these itemized options indicate that the sheet metal sides/walls are oriented horizontally, which is the more affordable option. This does not pertain to the inside tubing but the outside appearance. This is covered on our website at **********************************
  
  Our company, along with every square tubular constructed company in the USA, follows the same standard practices for constructing and marketing structures.
  
  We do not offer a standard option for adding horizontal tubing to walls unless it's part of a customized quote, and such an option would be clearly itemized on the order form.  Custom Built Structures, Inc did not receive the picture of the advertisement that you saw from ******* ***** (Jesse B******). Every building placed with our company is custom-built, and we provide default terms that are industry-wide. These are included in our brochure, pricing sheets, and our interactive online 3D Builder, allowing you to see the tubing configuration for the structure you are ordering. If you believe you were misled by ******* ***** (Jesse B******), we recommend contacting that store location.
  
  To date, we have not encountered a horizontally-ran tubing on a side/end of a tubular building with Horizontal Sides, referring to the direction of the sheet metal ridges, unless it was per a customer's request for an additional material and labor charge. No tubular constructed metal building company offers the configuration you've requested due to the unnecessary cost of the metal used for such construction.
  
  With your signature on the order we received for Horizontal Sides/Ends, we built your structure to the specifications listed on your purchase order. We were pleased that, after conversing with our shop manager on July 18th, 2023, you were offered the option to upgrade for a cost of $1,500 for materials and labor. Ultimately, you decided to accept the building as specified on purchase order #**********.
  
  We sincerely thank you for choosing Custom Built Structures, Inc. for the construction of your 20x40 metal building. Your business is greatly appreciated and we're confident you will have great use out of your quality built structure.
  
  Sincerely,
  Custom Built Structures, Inc.

• Initial Complaint

  Date:05/08/2023

  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.

  Last Contract signed 1/12/23
  Total cost $38,943
  Installation of a Risk Category II building
  Installation completed on 1/20
  
  
  Issues with building:
  -water leaking under base rails
  -insulation rained on
  -wavy siding
  -tight and side way screws that broke the washer
  -black scratches on siding
  -gap between wall and ceiling panels
  -framing not symmetrical; therefore only 2 windows could be installed on the front
  -special trim/rat guard did not resolve water issues as promised because it could not be used
  
  Informed Custom Built Structures of all issues prior, during, and after installation. The manufacture said they would refund me $1400 but never did. I want at least a 25% refund for all the damages.

  Customer Answer

  Date: 06/01/2023

  Good morning *******,

   

  I can’t figure out how to respond through the link sent so I wanted to email you regarding my complaint.

  Uriel called from custom built structures on 5/10/24. He assured me that they would resolve all matters; however no one has been here to fix the issues. I tried calling him on 5/30 and 5/31 leaving voicemails but he never returns my calls.

  I will try to call a few more times but this is what they did to me in January when the building was installed and I let them know everything that was wrong.

   

  Thank you.

   

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

  

  Business Response

  Date: 02/15/2024

  See attached response.

• Initial Complaint

  Date:01/30/2023

  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 purchased this garage last year. I had issues with this building since it got here. 1 the building wasn't set up correctly when onsite. 2 I had issues with the guy Adrian that sold me the building he stated to me in the event I have any issues during the buy-in process reach out to him he was MIA most of the time when I had issues with this building. 3. I am giving this review 2 starts bc on the exterior the building looks great on the interior it looks great until it rains and it comes into the building. After months of text messages and calls I decided to call again (Called 2 weeks ago and left a voicemail no one called me back, they rarely call back anyways) someone finally answers and tells me that they do not warranty the issues I am having go figure!!!! Some type of seal with epoxy needs to be put down, Amazing I wish I would have knew that before purchase. They are not about having a relationship with people and the integrity of the product they are for sure about $$.For every phone call I have made NOT one person has stepped up and Said we are sorry you all are having this issue and we want to get a solution to your issue so you can be confident about what you have purchased and love it! Today I am waiting for a letter saying they cant fix it as I spoke to a lady name Ruby today, which how does she know what the issue is she didnt even ask to see photos I only explained to her the best way I could but I would want to see actual photos of the issue if it was me.
  I even had to try something from amazon. My next step is to have sand bags put by the area to stop the leaking of water inside my building. O what joy to spend thousands of dollars on a product and it looks good but has issues o how amazing it feels to add more to my plate. I just put towels down now to soak up all the water hopefully this ends once summer hits and no rain bc CBS pretty much said they won't do anything for us!

  Customer Answer

  Date: 02/14/2023

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

  
  

  

  Business Response

  Date: 02/15/2024

  See attached response.