Complaints

This profile includes complaints for Custom Construction Solutions, LLC's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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Custom Construction Solutions, LLC has 2 locations, listed below.

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• Headquarters Location

  

  Custom Construction Solutions, LLC

  2420 Midtown Pl NE Ste A-B Albuquerque, NM 87107-3231

• 

  Custom Construction Solutions, LLC

  1064 20th Ave SE Rio Rancho, NM 87124

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:07/25/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  REMOVEDwith Custom Construction Solutions, LLC came and gave me an estimate of 17945.69. My balance owed was 1371.00. Now they are charging me 3303.29. I complained about my patio roof having nails coming through the roof of the patio on 6/3/2024. Nothing was done due to contract of penetrate may effect. This was the response from REMOVED on 6/11/2024. Then on 6/13/2024 REMOVED notified me that I would be getting another check (bill ?) for 2000.00. I asked for what for professional painting gutter, putting gutters on.

  Business Response

  Date: 07/29/2024

  Please see attached invoices, insurance scope documents and material delivery/packing slip from REMOVED.

  The document titled "Signed Invoice" shows the scope of work that the customer signed off on and approved to be completed. This document shows that the item "REMOVED" as well as "REMOVEDwere listed as "work not completed by REMOVED, or otherwise items that the client had opted out of having completed. The insurance funds for these items were subsequently removed from the invoice and not billed to the customer. These items were not charged to either the customer or the insurance company as noted on the invoice.

  The spray can utilized is paint that is specifically made for roof penetrations and sold from REMOVED, as noted on the packaging.

  The shingles that were installed were indeed the REMOVED line of shingles that were shown during the consultation to the customer. These items are listed on the packing and delivery slip from REMOVEDwhich is also attached. We are happy to get a representative from REMOVED to the property to confirm these details. 

  Regarding the patio cover, the customer also executed a signature on a scheduling confirmation document which specifies that " 2. Building code requires specific length nails. Nails will penetrate decking and may be visible in some areas." on line item 2. 

  The invoice signed by the customer specifies that supplements will be submitted and approved funds will be paid to Custom Construction Solutions. The clients insurance had approved the supplements for the following items: "Gutter guard/screen - Detach & reset", "Asphalt starter - universal starter course" and "Prime & paint roof jack". These supplements were subsequently added to the invoice per the signed agreement entered into by the customer. In order to remove all original roofing components, components of the gutter system had to be detached and reset. The asphalt starter is a components required by REMOVED, which again we are happy to get a representative from REMOVED to confirm was installed. The customer previously mentioned that the prime and painting of the roof jacks was completed with paint specified for roofing applications. 

  
  

• Initial Complaint

  Date:05/03/2024

  Type:Sales and Advertising 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.

  STOP HARASSING ME. BE A BETTER BUSINESS.
  
  Despite two very clear 'No Soliciting' signs on my property, despite saying "no" repeatedly to their agents, despite demanding that they get off my property, despite a "NO HAIL FRUAD" sign, agents from Custom Construction Solutions nevertheless repeatedly continue to harass me and are aggressively trying to get me to suborn hail fraud with them. They pretend you have hail damage and try to get you to file an insurance claim. When I answer the door, they pretend to be just looking out for the neighborhood or simply offering information, and deny they are soliciting; but it is very clear to me that they are soliciting hail fraud. One of their agents adamantly refused to leave and then littered my property with sales material. In addition, I saw him come onto my property a few days later while working a job to steal plants from my yard.
  
  It is clearly against city ordinances and a punishable crime to knock on doors with 'No Soliciting' signs. I noticed that their truck had the BBB logo and I wonder why a supposed reputable business would continue to harass someone that will never, ever, EVER use their hail fraud services or hire anyone that flouts the law with no shame. I am warning Custom Construction Solutions to quit knocking on doors that have 'No Soliciting' signs or I will take further action. I have a Ring door cam and have evidence.
  
  STOP HARASSING ME. BE A BETTER BUSINESS.

  Customer Answer

  Date: 05/06/2024

  Verbal Update: Issue has been resolved.

• Initial Complaint

  Date:01/11/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I hired Custom Construction Services in March 2021 to replace my roof. Since the there has lfour leaks. With the initial leaks, they came back to fix the leak, but now are blaming the sky lights for not being the proper skylights and are expecting me to pay for this. This is the first time in 2 years of dealing with the leak that they are blaming the skylights not being the proper skylight for this roof. When my insurance adjuster looked at the roof he stated the skylights needed to be reglazed, not replaced. The initial leak occurred just a few months after the installation and their assessment showed that the sealant around the skylight was causing the leak, so they placed new sealant. A year later another leak occurred and their conclusion was that the shingles had a gap, causing the leak. Instead of fixing the shingles they put a layer of sealant down. Then another leak occurred instead of telling me the skylights needed to be replaced they resealed it and fixed my sheet rock due to interior damage that occurred. They have a workmanship warrantee for this roof and their workmanship is not holding up. I am asking them to come and fix that shingles and replace skylights because this should have been done 2 years ago after the first leak occurred. They have messed with my skylights now twice, yet only now they are saying the skylights need to be replaced. They are responsible for making this right since they have removed the dome twice. I have been dealing with several different employees with his company over the last 2 years and have been getting conflicting information from all of them and it is very frustrating that I am getting the run around. The other issue is that 3 out of the 4 employees that I have dealt previously no longer work for the company. I have no documentation from them stating that the skylight should have been replaced on initial install. I have requested documentation regarding this, but they have not provided it.

  Business Response

  Date: 03/28/2024

  Hello, we apologize for the delay on the response to this complaint. REMOVEDl is no longer with our company and we had been under the previous impression that a response had been made to this complaint. 
  
  Please see attached invoice, photos and warranty document. The agreed upon scope of work between the client and Custom Construction Solutions included the reglazing of the skylights on the home, but not a replacement of the skylight assembly. This can be seen on the insurance loss statement reflected by line item number 12. A photo file has been attached showing that this scope of work was completed. 
  
  Though the skylight was reglazed, the assembly of the skylight was not replaced. As Rebekah mentions in the 5th sentence of her complaint: " When my insurance adjuster looked at the roof they only stated that the skylights needed to be reglazed, and not that they weren't the right skylights.". Though we appreciate our adjusters for servicing claims, in many cases they are not licensed contractors and are not in a position to advocate on the scope of work required for projects. The scope of work was completed per what was agreed upon by all parties (Custom Construction Solutions, REMOVEDand the insurance adjuster) and the skylights were reglazed, but the flashing assembly was not replaced as the insurance company did not pay to replace the skylight flashing (an item that is separated within the Xactimate estimating program, we have attached a copy of the appropriate line item. 
  
  A PDF file from Velux has been attached which states that they always recommend removing and replacing the flashing system when manipulating the surrounding roofing system. Neither the customer nor the Allstate adjuster agreed to this additional work, so the skylights were reglazed only. 
  
  A copy of our workmanship warranty has been attached which outlines the terms and conditions of our workmanship warranty. 
  
  A copy of the inspection from the city shows that the roofing final inspection passed. 
  
  The project was completed per the agreed scope of work between all parties. The issues outlined in REMOVEDcomplaint are a result of work that was not completed per recommendation of the insurance company and insurance adjusters' settlement. In essence, work not completed due to the adjusters' advocate that the skylights only require to be reglazed. Work not completed (the replacement of the flashing assembly of the skylight) would not be covered or eligible for the workmanship warranty.