Business Profile

General Contractor

Kustom US, Inc.

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Complaints

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

Customer Complaints Summary

14 total complaints in the last 3 years.
4 complaints closed in the last 12 months.

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The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

Initial Complaint
Date:03/07/2025
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Kustom ********************** is under contract to repair the home at *********************************. The home was damaged January 2024. They left the home for roughly 7+ months without heat. Kustom ********************** promise to be there making repairs and they either don't show up or only work for a few hours. It has taken until the end of February 2025 (over a year) to even get appliances back to the kitchen. Yet, weeks later the appliances still have no power. We have called and called. Spoke to numerous Managers and Supervisors who promise the world. State this home will be placed at the top of the list. The adults living there (my parents) are elderly and are being taken advantage of. Their health continues to deteriorate not being able to prepare healthy meals with just a microwave and mini fridge. My Dad is diabetic, and this has caused him numerous trips to the *** I would like to have this contract cancelled and get a competent contractor to work on this home if possible. This is elderly abuse at its best. The original office in ****** closed and fired the first *** ***, that was handling it. However, No one ever notified my parents. We just keep calling and empty promises are made. I fear my parents will become seriously injured or worse by this home left to flail in the wind with these repairs not being completed, 15 months +. This is unacceptable!
Business Response
Date: 03/17/2025
We were unaware of these issues prior to its submission, as the homeowners had not previously expressed any concerns to us. A Kustom representative visited the property last week while work was being done, and during that visit, the homeowners confirmed they were satisfied with the progress.

We acknowledge that the project took longer than anticipated due to delays related to the insurance process and the custom cabinet order. However, we have remained committed to completing the work to the highest standards.

As an update, flooring installation was occurring last week, with packback and final plumbing/electrical work set to be completed this week. At that point, the project will be approximately 99% complete.

Additionally, we would like to clarify that our office was not closed but simply relocated to a new space. Furthermore, the employee in question, ***, was not terminated but instead chose to pursue a new career opportunity. We appreciate the opportunity to address these concerns and remain committed to delivering quality service.
Customer Answer
Date: 03/17/2025

Complaint: 23034417

I am rejecting this response because: I myself called your different offices and complained, as well as my Aunt for months. So to say this is the first you heard of this is a complete lie!! It was explained to your employees (several on different occasions) that my parents were in poor health and elderly. They are not the type to raise concerns and they have memory issues. Both my Aunt and I expressed this over and over. My Dad did complain about being left in the dark-months ago!! When you were out at my parents house, my Dad told you they weren't happy. Your company didn't show up numerous times when they were supposed to. No call letting them know you were going to be a no shows-nothing. Then lied stating you all spoke to him and he was ok. You're claim is 100 percent not true. Again you were told this by my Aunt numerous times as well
As far as your office "relocating" it doesn't matter closed-relocated- either way it's no longer there. That right there is just word play! Your ************* closed-its that simple. No one let them know their contractor was no longer there either. They were left hanging with no contact and no action. Taking "a little longer" is an understatement-15 months. There is no reason the cabinets shouldn't have been ordered WAY before a year. The appliances have been in the house for over a month but still haven't been hooked up/power to them. Tell me, what good is that?
Nothing you are saying is true. My Mom and Dad have gentle souls and your company took advantage of that. The lender has had the funds since close to the beginning, approximately a year. I simply don't see how you can blame the insurance. Your company has been the issue. Showing up to do the work has been the ongoing issue. It's great things are happening now after numerous calls and complaints. Your company still hasn't provided ANY Itemized statements showing what you have charged and completed. Those need to be sent **** going all the way back to January 2024. I'll expect to have those in my parents hands by the end of March. Listing ALL costs and charges for this project.

Sincerely,

**** ******
Business Response
Date: 03/28/2025
Area managers met with the homeowners this week and the job is nearing completion, discussing this complaint as well and apologizing for the issues that arose on this job. The statements will be provided to the homeowner. We ask that the individual posting this complaint speak with their relatives to review the statements.
Customer Answer
Date: 04/05/2025

Complaint: 23034417

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

Sincerely,

**** ******
Business Response
Date: 04/15/2025
As an update to the status of this job:

All complete, one item left for homeowner: to select the k**** for the cabinets and for Kustom to install.
Contents moved in, all cleaned.
A final walkthrough is will occur once k**** are installed.
Initial Complaint
Date:03/05/2025
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
In June of last year we had sewage back up into our home, that covered the entire first floor. KUSTOM US, *** was called to come perform water mitigation services. We were extremely happy with those services, so we hired them on to perform the follow on reconstruct. Again, the outcome of the work was ************** issue came with additional bills that I started to receive after the fact, $8000. I asked several times over the phone and in writing for a itemized invoice of these charges, and to this date I have yet to receive them. After the first of the year, instead of an itemized invoice I received a letter from their lawyers informing me that they have placed a lien on my home. So in order to have the lien lifted, I paid the $8000 and was told that the lien would be lifted as soon as the payment cleared. They payment cleared two days later and instead of lifting the lien, they sent me a $1000 lawyer bill that I now have to pay before they will lift the ******* short, I would never use KUSTOM again as their billing processes are completely unacceptable.
Business Response
Date: 03/07/2025
We appreciate the opportunity to address Mr. ********* concerns and are pleased to hear that he is satisfied with the mitigation and reconstruction services performed at his residence. At Kustom, we take great pride in delivering high-quality services while maintaining transparency throughout the process.

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

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

Customer Answer
Date: 03/12/2025
If you review the first attached invoice, it states "Paid in full pending any supplements to adjuster for payment" dtd 10.15.2024. Then on 10.25.2024 I received the second invoice stating that I owed an additional $8000, with no explanation.
It was at that point that I restarted communication with KUSTOM to find out what the $8000 is for, and to this day I have not received any explanation. I reviewed with my insurance agent line by line and he could not find where this was owed either. So when I received an $8000 invoice with no way to pay, they put a lien on my house instead of explaining the issue with me and trying to work something out.
Customer Answer
Date: 03/18/2025

Complaint: 23023222

I am rejecting this response because:

If you review the first attached invoice, it states "Paid in full pending any supplements to adjuster for payment" dtd 10.15.2024. Then on 10.25.2024 I received the second invoice stating that I owed an additional $8000, with no explanation.
It was at that point that I restarted communication with KUSTOM to find out what the $8000 is for, and to this day I have not received any explanation. I reviewed with my insurance agent line by line and he could not find where this was owed either. So when I received an $8000 invoice with no way to pay, they put a lien on my house instead of explaining the issue with me and trying to work something out.

Sincerely,

***** ********
Business Response
Date: 03/25/2025
There are two invoices that were a part of this claim; contents and repairs. The payment for $26,750 on 10/2 was split and portions were paid towards both the contents and repairs invoices. The 'paid in full' statement was specific to the contents invoice.The unpaid portion of the repairs invoice is the $8,800 that has been discussed. I have attached both invoices along with the itemized statement.
Initial Complaint
Date:12/04/2024
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
May 28th 24, USAA sent Kustoms out to home due to water damage, leak in ** bath valve. I had leak fixed and plumbers advised tub needs to be removed as the wall behind was soaked abd the floors. 1st PM Kustom sent "M" was hesitant to remove shower m, but was going into surgery the next day. A month went by I heard nothing from *****. I called spk to "H" she said job was given to ***. *** never called. When he did call and come out they refused to pull tile and tub without pmt 1st. USAA told them it's covered get her house dry. Still they wanted pmt or in writing. On July 11th they demo the *** Back wall still soaked. I got estimate from **** allowing $4079 for my new shower. ***** told me pick tile for .99 cent or a LVT stick down. I never hrd of it. **** said no, u had tile we pd for tile. PM J had meeting with me and was very nasty wld not give prices. Said technically I have not been pd so I don't have to do anything. I will come to u for money if it goes over budget. I got no upgrades from what I had. I signed 1 ******* was to bring other back. 3 mnths passed i never heard from K. I spk to **** they voided chk. I noticed on invoice several chrgs not done. **** voided *** again and requested revised bill. Nov 11 at 12:58 K sent new bill. Also Nov 11 *** called me saying I told H I wasn't signing chk. I never spoke to *. *** was very nasty. He said he wld come Nov 13 at 10AM for me to sign and he old send USAA back what was wrong. A,3rd party reviewing Said No, *** is not supposed to be speaking to u. Don't sign anything. Was to let him know not to come. He didn't come at 10. He showed up at 11:30 unannounced with bad chk demanding I sign. I said no I was told not to. I had just had procedure 13th on my Neck 8:30 that morning. *** had me so stressed on the 11th it caused issues with my disability. Now has a bill where I have tile around shower and I don't. He has now put lein on home. He not denied pmt just correct bill. Terribl
Customer Answer
Date: 12/04/2024
I noticed a tandem dump on estimate. I live in *** and have to let Property Manager know date of delivery ahd pick up. When I saw there never was one brought here, I questioned the charge. **** says it won't fit in regular pick up. We'll that's how they took it away. Along with removal and replace DS toilet abd vanity, robe hook, hand towel know, medicine cabinet which started adding up to hundreds. I let USAA know and was advised it may be on initial bill, but a revised bill will be done in the end and to let them know if work was not done. I let USAA know, USAA asked for a Review and a revised bill. I did not ask for it. When *** called Nov 11 at 1:30 pm it us my understanding how already had the email for a revised bill at 12:58 well before he called harassing me. The chk has been voided and Contract Conectors told me he was not supposed to contact me. He did anyway and I had no idea what was going on. I didn't know They had sent a new bill. USAA said No, don't sign check we are voiding it because Kustom needs to send new bill. On 13th ray showed up at 11:30 when he had said 10. After no show at 10, I realized Contract Connectors must've spoke to him not to come tue chk was voided and revised bill received and several line items had been questioned because he changed my material to upgrades. A tile around my tub, fancy high grade tub, shower doors. I was going to buy a toilet myself, *** told me "no Ms ***** there's plenty in the budget. Same with exhaust in DS bath , there's plenty in the budget, you don't need to buy it" i was told what's nit spent goes back to **** or myself. I did not upgrades to tile around my tub, it is a fiberglass surround. This is wrong to bill for stuff not purchased. The Contractor needs to send correct bill for work done only. USAA will pay the claim. Because they billed for stuff not done, request for correct bill was issued. Then USAA and Contract Connectors questioned why the change in pricing. ***, went and put a lien on my home while claim was in review and he was questioned on charges. It's my home owners insurance *** I pay the premium and will be the one canceled or price raised due to a faulty claim. ******* has treated me horrible. All I heard the whole time "we're not making any money off this little job" very disrespectful to treat an elderly disabled person like this. I have plenty of documentation.

Business Response
Date: 12/09/2024
Kustom also received a complaint from this customer though **** and ********. In working with both parties, we believe this has been resolved. As of 12/5/24, Payment has been issued via printed check directly to Kustom. Member's son is requesting for a receipt showing the balance has been cleared and the lien is lifted from the home.
Customer Answer
Date: 12/20/2024
This file was closed before I had the opportunity to reply. Closed within 24 hours. I agree the claim was paid. I disagree ans will not agree to the response from Kustoms until we get proof claim was paid and the lein was lifted. They indicate this in theor response, but we have not recieved any of that information in writing.
Also, i still disagree with them charging for tile around my shower when it us not tile. I want that to be clear. They charged for tile and there is no tile.
Customer Answer
Date: 12/24/2024
This file was closed before I had the opportunity to reply. Closed within 24 hours. I agree the claim was paid. I disagree ans will not agree to the response from Kustoms until we get proof claim was paid and the lein was lifted. They indicate this in theor response, but we have not recieved any of that information in writing.
Also, i still disagree with them charging for tile around my shower when it us not tile. I want that to be clear. They charged for tile and there is no tile.
Business Response
Date: 01/02/2025
We have attached the requested documents, including a paid invoice, a lien release, and a scope of work that details items charged.
Customer Answer
Date: 01/03/2025

Complaint: 22637965

I am rejecting this
response because:
I had to log in myself to COJ for copy of the lein release.
There was absolutely no reason for ******* to ever do this. ************ is terrible. Ive read other complaints on how they treat elderly. Just know, you tried to over **** and I caught it. You were mad because I let **** know so you retaliated against me causing much stress for no reason. I am a claims examiner and I'm taught to catch things. You still billed for tile and that's not what I have. How does that affect the warranty.
Yes, it's paid. I got the lein release in my own. You, ******* and *** are very nasty.

Sincerely,

***** ****
Customer Answer
Date: 01/04/2025
Im going to add, after I signed the $1123 check and *** said the big check would come in a week for me to sign. 3 months went by, I never heard from Kustoms. I was the one who kept calling USAA To see where the check was. Kustoms lost it, but sure never bothered to contact me or USAA For it.
As of Nov 11th ive been extremely stressed, knots in my necknand shoulders because of Ray's unprofessional ism and how he spoke to me and showed up unannounced on the 13th. *** said 10AM. My son is POA he handles things. He was waiting on you at 10. No call, no message. ****** let him know not to come, chk was voided and she was questioning charges he changed. He showed up nearly 2 hours late. I was not dressed, had a neck procedure and he harassed me terribly. Kustoms has put me thru tremendous stress. I attached latest MRI and my condition is worse. I see a ************* 24th. I will see what he says before I proceed with any further legal issues with kustoms and USAA.
Someone in upper management needs to teach ******* *** how to communicate properly to customers. Not harasss them. Because you got caught billing for things you did not do, you treated me horrible. Would not start the job without pmt 1st. ***, you're the one who talked to my adjuster and told her you need it in writing. So don't lie. It's on file. During this process I made my son POA because I could not handle the stress they caused.
And yet no apology. Rod with Kustoms did call me a few times to check on me. He's a good one.
This is all i have to say now. Imo, *** retaliated on me because he was asked questions on his charges. Poor Buisness.
Initial Complaint
Date:12/03/2024
Type:Service or Repair Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Work was done on my property by Kustom due to water damage. That informed my that I have a 5 year warranty on the work, I have been teeing for the last , four to fave month, trying to get them to fix work done on floors and other repairs done by them, I left many message on voice mail and the company reps. ** an effort to speak with Manager ***** ****, Im still waiting a phone call I was told by a representative to put in another claim with Citizens for them to make repairs on the work they did and was paid for, I feel like Im giving the run around and being ignored
Business Response
Date: 12/09/2024
This complaint was directed to the Regional Manager in that area. As of 12/6/24, the local manager has contacted and spoke with Mrs. ******** They were going to meet with her today, between 9-10am.
Customer Answer
Date: 12/09/2024

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Sincerely,

**** *******
Initial Complaint
Date:01/29/2024
Type:Sales and Advertising Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Overcharged for unfinished work.We were out of our home for two months. Every week they said something was gonna be finished until our house was robbed Thanksgiving morning. After we were robbed we moved back in with no running water or plumbing and they miraculously finished the job in two weeks.The ******* of the job was rude, spoke terribly to my aging mother, they hired out of temp agencies. As far as the work, they did not put our door on correctly, never added the doggie door, left things unpainted, we had to tell them to put all kinds of trim back on, they nicked the new counters they put in, we had to have them refix the counters because the dishwasher door wouldn't close, I had to re-screw in door knobs, we moved our stove back into place, our toilet has non-stop condensation and the new vanity they put in was crooked and now it rattles when you turn the water on. Our washer leaks because they did not put it back in correctly. They tried to charge us for things they didn't do or were unfinished. My mom was so frustrated she just wanted to pay them and get them out of our house. I feel as though this company takes advantage of the elderly. Not to mention the stress that was caused by our home being broken into and many things being stolen and our property damaged more. While we were staying at our hotel my mom's car got broken into twice.
Business Response
Date: 02/13/2024
Below is a timeline of events in regard to this project as we believe it will help provide clarity for all parties.
Timeline:
9/21/23 : Homeowner called in asking for an inspection
9/26/23:Inspection date, During this Homeowner informed that we are 3-4 weeks out from signed contract
9/29/23:Estimate written and sent off
10/2/23:Estimate approved by insurance; Contract signed and project director assigned
10/6/23:Project director called homeowner and set up a pre-con date for 10/12
10/12/23: Pre-con date
10/20/23: Finished buyout
10/24/23:Demo, drywall and paint
11/3/23:Nothing happened as we were waiting for material,
11/12/23:Cabinets and Backdoor installed
11/17/23:Email from homeowner stating she thought she would be back in her home by the 24th
11/18/23:Flooring installed
11/22/23: Nothing done that week
11/30/23:Trim interior doors and vanity installed
12/1/23:Trim and doors painted
12/5/23:plumbing trim out and install
12/8/23:countertops installed
12/11/23: job completed COC signed
12/14/23: job final billed

We were firm that at that time we accepted this project we were 3-4 weeks out from signed contract and explained that the time was to order materials and schedule subcontractors. We started three weeks after receiving a signed contract putting us right on schedule. When we were told we had to be done by the 24th we let the customer know that was unrealistic and couldn't be done.

To respond to individual comments:
"Every week they said something was going to be finished until our house was robbed Thanksgiving morning. After we were robbed we moved back in with no running water or plumbing and they miraculously finished the job in two weeks."
This was not miraculous; this was when the project was scheduled to be completed. We were happy to allow the customers to move back in and work around them while they were in the home.

Workmanship and final product.
We offered to go back and fix any workmanship issues as part of a punch list, but the customer declined and instead we came to an agreement to credit back $5,000 of their contract value.

Incomplete Installs
We were not given the opportunity to come back and punch out the project, otherwise we wouldve covered all of these.

Scope of work
Anything not completed was set to be included in the $5,000 credit we had negotiated with the customer. However, I am happy to provide an additional $30 refund of needed.
Customer Answer
Date: 02/27/2024
I've just seen these two emails. I think their response was robotic and non-empathetic to the situation they put us in. I feel as though other consumers should be aware of this. Our house is very tiny and they did not say it was going to take 3 months to finish the house. Can you blame my mom for not wanting these men back in our home after how they treated us to make repairs when we told them every week something wasn't done?
UNPROFESSIONAL! They shouldn't get away with this. And to state we can give them a 30-dollar refund is a slap in the face.
Customer Answer
Date: 02/28/2024
I've just seen these two emails. I think their response was robotic and non-empathetic to the situation they put us in. I feel as though other consumers should be aware of this. Our house is very tiny and they did not say it was going to take 3 months to finish the house. Can you blame my mom for not wanting these men back in our home after how they treated us to make repairs when we told them every week something wasn't done?
UNPROFESSIONAL! They shouldn't get away with this. And to state we can give them a 30-dollar refund is a slap in the face.
Business Response
Date: 03/01/2024
Hi there - I apologize that our response was not what you had wanted. We wanted to lay out a timeline of the repair to help explain our side of the story. We had offered the $30 refund because that is what the original complaint to BBB had requested.
At the end of your project we agreed to several thousand dollars in refunds at your request to settle all of your claims. We had communicated our schedule thoroughly and beat our original projected completion date.
If there are still unaddressed concerns that you belive fell outside the already provided billing credits, please let us know.
Initial Complaint
Date:12/31/2023
Type:Service or Repair Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
We had a house fire in February of 2022, and we contracted with Kustom to complete the restoration & repairs. They have mishandled the situation & still have not completed the repairs. After months of delays, gaps in communication, and faulty work, we were able to move back into our house in July of 2023. At time of us moving back in there were still a number of items still not complete. They have done no further work in months & work is still not complete. We are trying to cooperate and make sure we are doing everything we can, but they simply stopped working on our house months ago & are claiming to be working with our insurance company, but the insurance company says they have heard not from Kustom in months.
Business Response
Date: 01/18/2024
Good morning,
We have been in contact with the customer to resolve the situation as quickly as possible. We have completed the original scope of work on the estimate that was approved by the insurance company. Unfortunately, the supplement is not currently approved and we cannot move forward with additional work until those items are approved by the carrier. We have explained this to the homeowner. The homeowner stated they were told by the adjuster that they haven't heard from us in months. We are working with the third party administrator (***) per the carrier. That third party must approve the supplement first before it reaches the adjuster. We have explained this to the homeowner as well but the homeowner indicated they do not believe us. This process was delayed as the insurance carrier sent the assignment to the *** once the job was near completion. We had to go back and request new invoices in the *** format from our subcontractors. We are continuing to update the homeowner and address any concerns they have regarding the work that was completed as well as provide updates on the supplement status. As soon as we receive approval from the carrier, we will be able to move forward with the work as planned. The supplement is currently being reviewed by the ***.
Customer Answer
Date: 01/20/2024

Better Business Bureau:

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

Sincerely,

*************************
Initial Complaint
Date:09/13/2023
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Date: January 10, 2023
Kustom US was the general contractor we paid $24,000.00 to take out a tub in the main bathroom, install a shower which included enlarging the shower putting tile down, shower fixtures etc.

Kustom installed a shower with a hump in the floor which creates a safety hazard. They did not enlarge the shower. The work is shoddy and needs to be corrected.
Business Response
Date: 09/27/2023
To Whom It May Concern:

I am writing in response to the BBB claim against the
business that I manage a division of titled: Kustom US – Phoenix.
I am in receipt of complaint #******** and would like the
following to be noted:
The monies paid are not consistent with the scope of work that was performed in the complaint as it involved much more than a shower.
The original amount was estimated at a shower surround and not an entire shower enclosure, however, Kustom modified the scope to include the customers request at no additional cost and installed a complete shower.
The shower was in fact enlarged as of the date of the complaint to the specifications the customers requested. Once the enlargement was completed, the customers asked for another increase in size.
Kustom did agree that the floor in the shower was not up to the workmanship standards that they expect on their projects and offered to remedy the issue.
Since the original complaint was filed, Kustom has at no cost remedied the issues with the shower to the customers’ satisfaction.
Best,
Jusitn E*******
Operations Manager
Kustom US – Phoenix
************
Customer Answer
Date: 11/13/2023
This issue has mot come. Lose to being resolved . Ease see the attached pbotos and I have more. This comtractor had said they qould compete these issues and ths have not. Please reopen this compliant. We are not going ro wait patiently on ****

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

From: ***************************** <**************************************************;
To: ******************************* <*********************************************************>; *********************** <*************************************************>; ***************************************** <*****************************************>
Cc: *********************** <*********************>; ******************************** <****************************************************;; ************************* <***************************>; ************************** <**********************************************;
Sent: Tuesday,November 14, 2023 at 07:08:08 AM MST
Subject: Claim 052177721-01 - Concerns of Repairs

Hello ****** and Kustom,

This response is to the two emails received, regarding the building repairs. I will let the respective parties address contents on their own.

I have met with everyone multiple times and will not have the ability to meet on-site anytime soon. ******, I need you to send over the requested documents for the final supplement to Safeco. I also need you to utilize this email as a punch list to respond to each item when completed.

Cracks and Chips on interior. We have paid for all drywall to be cleaned, sealed, and painted and restored in affected areas. If there are concerns about quality of work, we need you to address this with the homeowner and provide a response as to when completed and how this was addressed.

Sunscreens, if these are the sunscreens on the outside of home they would not have been touched according to the agreed scope. The loss was contained to the inside of the home and thus no sunscreens were agreed, by ******, to be removed or touched.

Shutters, this is on your supplement request that I need additional documents for the other items such as fan and pricing. Please see my prior emails to you. Please advise when shutters will be delivered and installed.

Floors, since the floors have been upgraded from the original coverings this is something we have estimated on the scope of repairs. If the quality or lack of completion of the clean and seal, then please address with homeowner. You have advised you to have had this done multiple times. Perhaps documentation of this would assist but at this time the issue remains open to the Joneses.   Please work with them to address and advise of the solution.

Warped doors, please address as all doors could be cleaned, sealed, and painted and the presence of water was not observed at the time of inspection. A review of our photographs shows the doors are not damaged beyond a clean, seal and paint. Please address these damages with the ***** family.

Cracked Granite is still observed. I believe you advise that you had ordered a new piece. Please update the ***** family on this order. Granite was an upgrade from the original tops, and you will need to address these concerns with the ***** family.

Lights in kitchen, was advised this would be installed by now. Please advise on the lights and address delays with the ***** family. The estimate contains the original lights as part of the scope. Please advise us on the status.

Baseboards, except for kitchen affected area, should be clean/seal/paint. Please advise why the difference in boards and what the solution to address this concern is.

Shower leak, since the shower was to remain in place and clean for smoke and odors, this is a concern you will have to address if the shower was upgraded or changed.

Shower door, please address with shower above.

I will follow up with a call today, as I am on-site. However, you will need to address these concerns with the ***** family as I can only explain the issues they are having. Currently, we are pending the final documents I have requested on the supplement items. These concerns have to do with work performed or missing items. All upgrades have a separate contract with Kustom and all agreed scope of repairs has been addressed in my estimate.

Thank you,

*****************************
Sr. Field Claims Resolution Specialist III
Global ************** U.S. Claims
SUMMARY:
Kustom.US (*****.**********) was presented to us as one of several potential contractors by our ****************** Liberty Mutual/Safeco, (***************************). We selected Kustom.us based on factors such as turn-around time to complete the project, which was supposed to be completed by May 2023, and work was presented as in-house, we found favorable reviews on the internet, and ***** presented the company as a good/solid choice, so we selected Kustom.us.
Kustom.us, ******************************* were all thoroughly aware of the additional request (please emails attached) we wanted to be included in the work order. Removing the tub and installing a walk-in shower, tile throughout the house, countertops, baseboards, installed mini refrigerator. (wine and beverage)light fixtures, etc. The attached emails please note there was a price change in the change orders.
The original amount was estimated at a shower surround and not an entire shower enclosure, however, Kustom modified the scope to include the customers request at no additional cost and installed a complete shower.
From: ***************************** <*****************************************>
To: *********************** <*********************>; *************************** <***************************>; *********************** <*************************************************>
Cc: ******************************* <*********************************************************>
Sent: Thursday,June 1, 2023 at 10:03:27 AM MST
Subject: ***** change order
Mr and **************,Thank you for speaking this morning, I also spoke with ***** at Liberty Mutual, I am going to try my hardest to get you back into your home on the timeline we have to work with.
As discussed here is the breakdown of additional charges that we will need a signed change order and payment to go ahead and get started. I have asked *****;K to please rush the cabinets and can hopefully get the tile work completed by the end of next week.
The insurance scope is:
$139,009 which includes $38,214,51 for flooring and cabinetry/countertops.

The change order amount is:
$63,711,60 but we would credit back the $38,214,51

Grand total for changes (assuming no other changes above and beyond are requested): $

Total including insurance scope: $139,009 + $24,497,09 = $163,506,09

As discussed, we would need the full amount of the change order upon execution of the updated contract.

From: ***************************** <*****************************************>
To: *********************** <*********************>; *************************** <***************************>; ******************************* <*********************************************************>; *********************** <*************************************************>
Sent: Wednesday,May 24, 2023 at 04:25:37 PM MST
Subject: ***** change orders

Mr and **************,

Please see attached for the bid for additional work requested at your property. The change for the additional lighting, new fixtures, and switches has been added. I have also added the pricing for the tile floor to be throughout the entire home, as well as the tile shower enclosure. The pricing for the shower enclosure is dependent on tile being estimated at approx. $2.50 a square foot.
I have also added in the cost of vanity units equivalent to the kitchen cabinets, the granite is already factored into the cost on one line item.

The insurance scope is:
$139,009 which includes $38,214,51 for flooring and cabinetry/countertops.

The change order amount is:
$63,087,60 but we would credit back the $38,214,51

Grand total for changes (assuming no other changes above and beyond are requested): $24,873,09.

Total including insurance scope:$139,009 + $24,873,09 = $163,882,09

The shower was in fact enlarged as of the date of the complaint to the specifications the customers requested. Once the enlargement was completed, the customers asked for another increase in size.
We did not ask for any size increase, Kustom presented the size and we agreed. That was part of the $24K we paid.
Kustom did agree that the floor in the shower was not up to the workmanship standards that they expect on their projects and offered to remedy the issue.
The shower Please see the attached pics that I added. These pics were taken 11/13/2023, as documentation. I have provided these pics and more to Safeco/Liberty Mutual and Kustom. I can provide as many more as needed to
Since the original complaint was filed, Kustom has at no cost remedied the issues with the shower to the customers satisfaction.
Best,
*****************************
Operations Manager
Kustom US Phoenix
************
ADDITIONAL EMAIL:
-----Forwarded Message -----
From: *********************** <*********************>
To: "*****************************************"<*****************************************>; ****************************** <***********************************************>;************************** <**********************************************;
Cc: ******************************* <****************************************************;; ******************************* <*********************************************************>; *************************** <***************************>
Sent: Tuesday,July 25, 2023 at 02:53:20 PM MST
Subject: Re:Safeco - Checking In Claim#:052177721-01

Well ******.

**** and I walked the house TODAY. We put orange painters tape throught the house.

There are serious concerns that we have spoke to you about repeatedly and to this day there has been no movement. Therefore we cannot agree with your statement.

Now, i am happy to request a **** care, (inspector) safeco (*******, in-person), ***** (in person), and ******* (on the phone, if necessary) ***** (safeco, who has not resolved any content issues) and that NO ONE from Kustom has resolved) you, ***** is invited also, **** and I meet at the house and walk it together.

Please, I will see if everyone is available at 1:30 Thursday.

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

From: ****************************** <**************************************************;
To: ******************************* <*********************************************************>; *********************** <*************************************************>; ***************************************** <*****************************************>
Cc: *********************** <*********************>; ******************************** <****************************************************;; ************************* <***************************>; ************************** <**********************************************;
Sent: Tuesday, November 14, 2023 at 07:08:08 AM MST
Subject: Claim 052177721-01 - Concerns of Repairs

Hello ****** and Kustom,

This response is to the two emails received, regarding the building repairs. I will let the respective parties address contents on their own.

I have met with everyone multiple times and will not have the ability to meet on-site anytime soon. ******, I need you to send over the requested documents for the final supplement to Safeco. I also need you to utilize this email as a punch list to respond to each item when completed.

Cracks and Chips on interior. We have paid for all drywall to be cleaned, sealed, and painted and restored in affected areas. If there are concerns about quality of work, we need you to address this with the homeowner and provide a response as to when completed and how this was addressed.

Sunscreens, if these are the sunscreens on the outside of home they would not have been touched according to the agreed scope. The loss was contained to the inside of the home and thus no sunscreens were agreed, by ******, to be removed or touched.

Shutters, this is on your supplement request that I need additional documents for the other items such as fan and pricing. Please see my prior emails to you. Please advise when shutters will be delivered and installed.

Floors, since the floors have been upgraded from the original coverings this is something we have estimated on the scope of repairs. If the quality or lack of completion of the clean and seal, then please address with homeowner. You have advised you to have had this done multiple times. Perhaps documentation of this would assist but at this time the issue remains open to the Joneses. Please work with them to address and advise of the solution.

Warped doors, please address as all doors could be cleaned, sealed, and painted and the presence of water was not observed at the time of inspection. A review of our photographs shows the doors are not damaged beyond a clean, seal and paint. Please address these damages with the ***** family.

Cracked Granite is still observed. I believe you advise that you had ordered a new piece. Please update the ***** family on this order. Granite was an upgrade from the original tops, and you will need to address these concerns with the ***** family.

Lights in kitchen, was advised this would be installed by now. Please advise on the lights and address delays with the ***** family. The estimate contains the original lights as part of the scope. Please advise us on the status.

Baseboards, except for kitchen affected area, should be clean/seal/paint. Please advise why the difference in boards and what the solution to address this concern is.

Shower leak, since the shower was to remain in place and clean for smoke and odors, this is a concern you will have to address if the shower was upgraded or changed.

Shower door, please address with shower above.

I will follow up with a call today, as I am on-site. However, you will need to address these concerns with the ***** family as I can only explain the issues they are having. Currently, we are pending the final documents I have requested on the supplement items. These concerns have to do with work performed or missing items. All upgrades have a separate contract with Kustom and all agreed scope of repairs has been addressed in my estimate.

Thank you,

*****************************
Sr. Field Claims Resolution Specialist III
Global ************** U.S. Claims
SUMMARY:
Kustom.US (*****.**********) was presented to us as one of several potential contractors by our ****************** Liberty Mutual/Safeco, (***************************). We selected Kustom.us based on factors such as turn-around time to complete the project, which was supposed to be completed by May 2023, and work was presented as in-house, we found favorable reviews on the internet, and ***** presented the company as a good/solid choice, so we selected Kustom.us.
Kustom.us, ******************************* were all thoroughly aware of the additional request (please emails attached) we wanted to be included in the work order. Removing the tub and installing a walk-in shower, tile throughout the house, countertops, baseboards, installed mini refrigerator. (wine and beverage) light fixtures, etc. The attached emails please note there was a price change in the change orders.
The original amount was estimated at a shower surround and not an entire shower enclosure, however, Kustom modified the scope to include the customers request at no additional cost and installed a complete shower.
From: ***************************** <*****************************************>
To: *********************** <***********************************;; *************************** <***************************>; *********************** <*************************************************>
Cc: ******************************* <*********************************************************>
Sent: Thursday, June 1, 2023 at 10:03:27 AM MST
Subject: ***** change order
Mr and **************,Thank you for speaking this morning, I also spoke with ***** at Liberty Mutual, I am going to try my hardest to get you back into your home on the timeline we have to work with.
As discussed here is the breakdown of additional charges that we will need a signed change order and payment to go ahead and get started. I have asked *****;K to please rush the cabinets and can hopefully get the tile work completed by the end of next week.
The insurance scope is:
$139,009 which includes $38,214,51 for flooring and cabinetry/countertops.

The change order amount is:
$63,711,60 but we would credit back the $38,214,51

Grand total for changes (assuming no other changes above and beyond are requested): $

Total including insurance scope: $139,009 + $24,497,09 = $163,506,09

As discussed, we would need the full amount of the change order upon execution of the updated contract.

From: ***************************** <*****************************************>
To: *********************** <*********************>; *************************** <***************************>; ******************************* <*********************************************************>; *********************** <*************************************************>
Sent: Wednesday, May 24, 2023 at 04:25:37 PM MST
Subject: ***** change orders

Mr and **************,

Please see attached for the bid for additional work requested at your property. The change for the additional lighting, new fixtures, and switches has been added. I have also added the pricing for the tile floor to be throughout the entire home, as well as the tile shower enclosure. The pricing for the shower enclosure is dependent on tile being estimated at approx. $2.50 a square foot.
I have also added in the cost of vanity units equivalent to the kitchen cabinets, the granite is already factored into the cost on one line item.

The insurance scope is:
$139,009 which includes $38,214,51 for flooring and cabinetry/countertops.

The change order amount is:
$63,087,60 but we would credit back the $38,214,51

Grand total for changes (assuming no other changes above and beyond are requested): $24,873,09.

Total including insurance scope: $139,009 + $24,873,09 = $163,882,09

The shower was in fact enlarged as of the date of the complaint to the specifications the customers requested. Once the enlargement was completed, the customers asked for another increase in size.
We did not ask for any size increase, Kustom presented the size and we agreed. That was part of the $24K we paid.
Kustom did agree that the floor in the shower was not up to the workmanship standards that they expect on their projects and offered to remedy the issue.
The shower Please see the attached pics that I added. These pics were taken 11/13/2023, as documentation. I have provided these pics and more to Safeco/Liberty Mutual and Kustom. I can provide as many more as needed to
Since the original complaint was filed, Kustom has at no cost remedied the issues with the shower to the customers satisfaction.
Best,
*****************************
Operations Manager
Kustom US Phoenix
************
ADDITIONAL EMAIL:
----- Forwarded Message -----
From: *********************** <*********************>
To: "*****************************************" <*****************************************>; ****************************** <**************************************************;; ************************** <**********************************************;
Cc: ******************************** <****************************************************;; ******************************* <*********************************************************>; *************************** <***************************>
Sent: Tuesday, July 25, 2023 at 02:53:20 PM MST
Subject: Re: Safeco - Checking In Claim#:052177721-01

Well ******.

**** and I walked the house TODAY. We put orange painters tape throught the house.

There are serious concerns that we have spoke to you about repeatedly and to this day there has been no movement. Therefore we cannot agree with your statement.

Now, i am happy to request a **** care, (inspector) safeco (*******, in-person), ***** (in person), and ******* (on the phone, if necessary) ***** (safeco, who has not resolved any content issues) and that NO ONE from Kustom has resolved) you, ***** is invited also, **** and I meet at the house and walk it together.

Please, I will see if everyone is available at 1:30 Thursday.

I have additional documentation and communications and pics I would like for you to see. These pics are just a few that I have repeatedly sent to Safeco/Liberty Mutual and Kustom.us.
Business Response
Date: 05/14/2024
To provide a final status update to this job: the shower door was replaced, the shower was enlarged and the shower flooring was replaced. This job has been closed in our system.
Customer Answer
Date: 05/15/2024

Complaint: 20596036

I am rejecting this response because:
1) The shower door was replaced, and the shower floor was fixed. BUT there was NO shower enlargement like we paid for.
2) The French door ****** was never replaced and still has a gap in the black padding uneven.
3) Crakes in the countertops
4)  The attached files include all the Kustom OWES THE ***** and what they DID NOT COMPLETE! and the *** did not address.

Sincerely,

*************************
Business Response
Date: 05/23/2024
Replying to the bullets in the rejection:
- The shower door was replaced, and the shower floor was fixed. BUT there was NO shower enlargement like we paid for.
REPLY: Shower was converted from a tub with surround to a shower and a custom shower door was provided and installed.
- The French door ****** was never replaced and still has a gap in the black padding uneven.
REPLY: Per *** complaint that was closed, this work was completed and not an issue.
- Crakes in the countertops
REPLY: As stated by multiple parties including the material supplier, the fabricator as well as the *** inspector, this is the nature of the material that client selected and counter tops are not cracked and this was made clear on multiple occasions
- The attached files include all the Kustom OWES THE ***** and what they DID NOT COMPLETE! and the *** did not address
REPLY: Kustom disagrees with the line items provided by the customer. All other work on spreadsheet has been completed by both the Kustom Mitigation Team as well as our reconstruction team.
All directive items listed from the *** were inspected, considered completed by the ***, and closed on 4/25/2024.
Customer Answer
Date: 05/24/2024

Complaint: 20596036

I am rejecting this response because:

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

1) The original list of non-compliant items submitted to the ***. The *** ask me to limited the issues to only 5/10 items. However NONE of the items submitted to you were completed and I noted and responded accordingly, the non-completed items would be addressed.
2) Kustom did not cut the countertops correctly, as you can see they did not allow for the Osmosis to be reinstalled. I have a video where ******************** agreed to install an osmosis that would fit under the cabinets, then said he didn't. ******************** DID NOT perform the work as directed by the contract. We purchased an osmosis (out of our monies) and are in talks with another contractor to complete this work.
3) The poor workmanship is evident of the pics included (I have many more pics) validating what I am saying.

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

Sincerely,

************************* *****
Business Response
Date: 06/03/2024
The original list of non-compliant items submitted to the ***. The *** ask me to limited the issues to only 5/10 items. However NONE of the items submitted to you were completed and I noted and responded accordingly, the non-completed items would be addressed.

REPLY: The *** complaint does not limit any issue or items. The client added items during each compliance meeting and all items on *** Directive were completed as directed. The additional list of items claimed to be incomplete, were indeed completed and we have documentation and photos of all work completed. The items that were not were credited accordingly. The close out documentation from the *** directly contradicts the statements made.

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

REPLY: We had the material supplier onsite as well as fabricator during our meeting with the *** inspector and they clearly stated that the defects in the countertops were due to the material aspects for the material that the client selected. There were no issues with material due to fabrication as noted in *** response to the countertop issues. The customer selected a material with many defects and is not happy with the material she selected.

Furthermore, the client has stated on multiple occasions that we agreed to reinstall an undercounter filtration system that did not fit. This is also noted in the *** directive, we were only tasked with removal and reinstallation of exiting filtration system and with client upgrades to the kitchen sink and sink base, this existing unit would no longer be able to be installed.

The cutouts for the filtration system were not done due to not knowing which size of cutout was needed for the filtration system they wanted to install also noted on *** closeout documentation. Client insists that we provide a new filtration system at our expense, and we offered to install a filtration system if they provided it. *** inspector told the client we did not have to provide a new filtration system as it was a remove and reinstall of existing.
Customer Answer
Date: 06/10/2024
Since Kustom is saying *** approved their work, please see the request of the *** below:

----- Forwarded Message -----
From: *********************** <*********************>
To: ******************* <**************************>; ******************************* <****************************************************;; ******************************* <*********************************************************>
Sent: Saturday, June 8, 2024 at 07:19:04 PM MST
Subject: *** case# ****-12845

Hello Misters, *****, ********, and Kohlscheen:

We (the *****) tried repeatedly to let you folks know that Kustom did not reinstall our osmosis system. They didn't even realize there was one there until we showed it to them in the garage. Then came the excuses, the type of counters we picked being the main issue.

However, as you can see there was no problem drilling, if you hired a professional, and qualified person. Kustom was paid to reinstall the osmosis by Safeco. But their lies, and false experts did not allow for our complaint to be properly address and the right decision.

We paid for this and another osmosis. The countertops are going to be repaired and polished, the deficits are going to be corrected by a professional and qualified people. Which will be reimbursed for by Kustom.

**************, they are continuing to tell their lies, and false statements to the BBB which we are addressing. However, their statements say "***," you ************** found no fault with Kustom. This is not true.

What do we need to do? Please do not allow them to continue operate, or enable them to do this to others, please make them address and correct the things that ****** paid them to do, and hold them accountable.

Regards
The Joneses

----- Forwarded Message -----
From: M ***** <***************************>
To: ********************* <*********************>
Sent: Saturday, June 8, 2024 at 07:00:44 PM MST
Subject:

Customer Answer
Date: 06/10/2024
Folks,

I have sent you 2 forms of proof (email, and pics) that Kustom like with the *** is not telling you the truth. They hired yes men to come to our house and tell ties about the quality of countertops material. They have REFUSED to come and complete the work they were paid to do. They are falling back on the *** in that they lied to him, and sadly he believed. But the proof is in the pudding! I have more pics, and video's I will upload. I also showed ***, our exact countertops in the home of someone. We had a meeting and we were talking about our house fire and the issues we were having with Kustom and when she showed me her countertops, I was shocked, they are ours. When I showed her ours and the horrible workmanship to our countertops, she was shocked. More to come. Thank you.
Customer Answer
Date: 06/16/2024

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

----- Forwarded Message -----
From: *********************** <*********************>
To: ******************* <*********************************;
Cc: ******************************* <****************************************************;; ******************************* <*********************************************************>; ************************* <**************************>; *********************** <*********************>
Sent: Sunday, June 16, 2024 at 09:36:46 AM MST
Subject: Re: *** case# ****-12845

Hello **************,
My apology for the late response, I had religious obligations to take care of this week.

Although you state, Kustom was in compliance, there were and still are many issues, *** did not resolve or address. You ask me to submit the unresolved issues to ***.  I submitted over 230 items Kustom did not do but were paid to do so by ******. *******, sitting in the garage, the countertops without the holes drilled, without correcting the poor workmanship in those countertops, and more. However, you limited me. In addition to those Items mentioned above that were never corrected other items on the list remain undone and unaddressed. Kustom needs to be held accountable because they are/were a premiere company on the list of Safeco.

PLEASE, I AM NOT UNGRATEFUL FOR ALL THAT YOU HELPED US WITH.

I thank you for your response.  My response is as follows:

I AM following the instructions I have received. I need to be able to answers questions like, did you do all you could to work with the contractor, Kustom? Did you reach out to other organizations (***/BBB/Senior Contractor Assistance, etc) to get the issues resolved? Were you able to find a "qualified, professional, and licensed contractor to complete the work? Did you get other "documented/bids?" Were they able to complete the work? Do you have pics, before and after?

Your response below enables me to continue to move forward.

I will forward your as well as mine responses to the BBB, **************** and all interested parties.

Thank you again for all your help and support.

Regards,
The *****
_______________________________
On Monday, June 10, 2024 at 03:18:28 PM MST, ******************* <**************************> wrote:

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

Business Response
Date: 06/26/2024
We have enlisted our executive teams to review this entire complaint and are working to understand the complaint and the status of all items associated with this customer and job. Although this is not a response with a resolution, we do intend to continue moving forward to resolve this complaint.
Initial Complaint
Date:06/21/2023
Type:Service or Repair Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I used Kustom for water damage restore back in 2020. When another unexpected water damage in my home happen I decided to use Kustom again based on prior work. I had to get my bathroom restored as well as my ceiling in my living room/kitchen area. I want to say my bathroom is absolutely wonderful, they did a great job. My ceiling however is terrible, the areas that was replaced and painted over I can still see the lines and it’s not smooth at all you can literally tell it was replaced and someone didn’t complete the work, I called the Kustom worker who is assign to my case, I ask him to come and see the unfinished work, he never responded same working day but followed up days later saying the workers will come back out to fix it. All the workers did was paint another layer over what they already done. What makes this worse the Kustom manager over my case came out and finally seen the poor job that was done and wanted me to sign the work order that it was complete so the rest of the funds will be sent, I feel like I’m getting scammed, I feel like they never did my ceiling restore correct from the beginning. And I have all saved conversations and pictures that will show my issues. The workers came out a 4th time and painted only the area where is uneven and looks terrible and now I have a 2 tone ceiling. Unacceptable. The Kustom worker sent a txt that he will get someone to complete the rest of the painting. This is by far the worst experience ever and I can not believe I’m even going thru this. I still have not got a date on when someone will come out. I cancelled my vacation so I can get this done and be over with it. I will never use Kustom again. They sent out another lady Monday to prime and repaint and the issue still not fixed. Horrible company, there is no way this work should be fully paid for this poor service on the rebuild and the fact they keep sending random workers to my home to just paint over and over is crazy. I have all text and more videos to share
Business Response
Date: 07/06/2023
Since the date the complaint was filed by Mrs. ****** we were able to resolve this situation with the customer to complete the work. The homeowner met with the Project Manager and our Operations Manager on 06/22 and agreed to the following. Customer had concerns related to an additional crack in her ceiling that was not part of the original insurance approved estimate. Kustom has agreed to submit a supplement estimate to the insurance to have the additional work completed. After a site visit, it was also determined that the original ceiling patch included in the estimate was not done to satisfaction. Additional sub crews were set to be onsite on 07/03 to correct the issue. Kustom employees have been in contact with homeowner to ensure work is being done correctly and completely prior to closing it out.
Customer Answer
Date: 07/06/2023

Better Business Bureau:

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

Sincerely,

******** *****
Initial Complaint
Date:03/15/2023
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
On 8/23/2022 my house flooded due to a broken plastic fitting on a water hose. Kustom was hired to thru ******** to remediate the house and restore it. They originally stated this would be completed by the end of November. Now here it is the middle of March and they still can't give me an end date as every time I have spoken to them they just keep extending the end date. They have stolen food from my house also stated they were almost complete and to have me verify when no work had been done for 2 months. I now have a house I haven't been able to live in for over 6 months with no date in sight of when I can return. I have reached out to the Kustom several times now to ask what they plan to do to rectify the situation and they do not respond.
Business Response
Date: 04/11/2023
Kustom received this assignments at the end of August 2022 through ********. The repairs estimate was submitted and approved by the insurance carrier in September, allowed work to begin. As we moved further along in the repairs process, additional issues were found with a fireplace that required a supplement estimate be submitted to the insurance carrier. At that time, Kustom wrote the supplement and worked with the carrier to come to an agreement on the final supplement amount. Unfortunately, Kustom was unable to continue repairs during this process as they were not approved by insurance. The process did take longer than anticipated, however, updates in the process were communicated in a timely manner with the customer while waiting for approval. Once approved, we did experience a delay in materials for the fireplace further pushing out our promised deadline. Since then, Kustom has agreed to accept payment for work completed to date and walk away from this job. An agreement was made between Kustom, ******** and the customer to cancel this contract allowing the customer to move forward with the property as desired.
Customer Answer
Date: 04/11/2023

Complaint: ********

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

Sincerely,

*********** *******
Business Response
Date: 05/23/2024
To resolve this complaint, the customer acknowledged that we agreed on a final amount to walk away which was issued to the customer. There was no other resolution past that point.
Initial Complaint
Date:12/05/2022
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.
I had a flood in my kitchen in May 2022. The insurance company recommended Kustom. They were paying to replace cabinets and flooring, and I wanted to also remove a built in pantry and pay for some upgrades like quartz countertops. They spent 7 months visiting us, measuring, remeasuring, bringing out subcontractors to get pricing, talking to the insurance company, but mostly waiting. It takes 3-4 weeks to get a response from these people! They changed project manages twice during that time. Finally, I signed contracts and they came out with a sub to price furniture storage and they left saying next week they would have one more sub visit and they would send me drawings to approve. 3 weeks later they hadn't answered me, and they sent an e-mail saying that they are too small of a business to handle the drawings for removing one small non-load bearing wall and replacing it with cabinets! That doesn't even make sense. Now I'm left with a barely usable kitchen, 7 months of having breathed in mold waiting for this work to start, and I'm back at square one! Plus the insurance company says this is their only contractor in the area and I've reached out to 2 dozen other companies and they all say that they won't work with an insurance company, so this is going to cost me thousands of dollars more! This company should be shut down!
Business Response
Date: 12/19/2022
Contact Name and Title: ***************** - GM
Contact Phone: **********
Contact Email: *******************************************
********************,

Kustom US was sent to your property as a manager repair contractor for USAA property loss. Your home was inspected in a timely manner and your estimate for repairs was approved within the acceptable timeframe. Even with minor delays due to an independent third party ITEL pricing requirement for your flooring to ensure accurate pricing on materials, the estimate was submitted back to you for approval. After the estimate was approved, you approached Kustom for additional work outside of the managed repair program. Again, Kustom gave you a quote for this additional work as it was outlined during our secondary visit. After your project manager was assigned and it was determined a partial "packout" was required to complete your floor replacement, we attempted to source a vendor for this as contents are not a specialty of ours in ******** office. It took three different vendors to finally get one to agree to handle this project due to the pre-existing conditions of your home. It was agreed that they would only handle the moving and storage of your belongings but would not be responsible for the packing. Kustom is not an engineering firm or a design firm, we asked that you please present a set of plans for the changes requested from the insurance scope of work to be presented as a permitting package as this was not included in any previous proposals. This information was never provided to us. We also made you aware that we could not perform this project with you and your family still present in the home as it would be a safety hazard with the young children in the home. The amount of flooring needing to be replaced would cause multiple tripping hazards, the lack of a kitchen would leave you no place to cook and provide meals, and the electrical / structural changes would create an overall unsafe environment. Kustom's responsibility as a managed repair contractor is to return your home to pre-loss condition, we BID the additional work as a courtesy however the terms needed to be fulfilled from your end were not met for us to move forward with your project.
Customer Answer
Date: 12/20/2022
(The consumer indicated he/she DID NOT accept the response from the business.)
First of all, your idea of a "timely" response is several months to get the estimate, then several more months of coming back and forth, remeasuring, bringing more people to quote things, etc. I don't think anyone would agree with that description. Second, the amount of stuff to be moved is part of the original scope with the insurance company. And us continuing to live in the home is also part of the insurance company's scope. I have spoken with them several times about this, they state that they will only pay for us to move if you tell them it is required, but that because we have small children and would need a home of equal size within walking distance of their bus stop, and then would have to have a bunch of things moved to that house, it is a much better option to stay here. I don't care if you move anything out of the house or not. I agreed to pack everything if you provide boxes, but you can also just have your crew shift things from one side of the room to the other while working (especially if you provide boxes so everything is packed up). As far as tripping is concerned, you can work one room at a time and we'll avoid that room to reduce that risk. We know that we can't have a functioning stove or dishwasher during your work, you were going to ask the insurance company to pay for paper plates and take-out while the work in the kitchen is ongoing. That's an important point that never happened. And again, we have no problem with paying for drawings, but we need an upfront price from you which includes those drawings and you provided that price! So at this point either the insurance company needs to provide a company that can handle the job, or your company needs to do the job that you already quoted to us. The amount of extra work is actually very small, you are just changing a few lights, putting in a few empty pipes, and removing a few soffits and a non-load-bearing wall. Unfortunately, you are now saying that you won't honor the price you quoted and that we have to pay unknown amounts of money to an engineer to make the drawings that you included in your quote and then you will come back and give us a new price, which could be higher than what you quoted us before. That is not acceptable.
Customer Answer
Date: 12/21/2022
I spoke with the business today and they have agreed to complete the project, so this complaint can be closed. Thank you.

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Kustom US, Inc. is NOT a BBB Accredited Business.