Complaints

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

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  Custom Construction Services, LLC

  8457 Sunset Rd NE Minneapolis, MN 55432-1318

  
• 

  Custom Construction Services, LLC

  8457 Sunset Rd NE Minneapolis, MN 55432-1318

  

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:06/18/2024

  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.

  Driveway installed May, 2022. When completed driveway looked good. September, 2022 driveway began getting cracks and popping. Called Custom Construction and employee, **** said driveway needed to go through a freeze and thaw before going forward. This took til Spring 2023. Custom Construction then proceeded to tell me he would have the concrete company Ag (engineers to take a sample of the concrete) to see if there was a problem. This was not done til 2/29/24. There were many phone calls to make this happen sooner. It was not until **** said he had to come and discuss my options on June 12. He only offered me A check for ********. He said the cement was tested and nothing wrong with it. I declined the check. I feel he strung me along to go beyond the agreement one year in order to avoid a redo. There were many phone calls which were not a priority for them. During this period I had an inspector from ***************** come and he said if the concrete was good he said it probably was laid with too much water which causes popping to concrete. **** is trying to put the blame on the material supplier when I actually hired Custom Construction not AG. (concrete company).

  Customer Answer

  Date: 06/19/2024

  Hello *****,

   

  Per our conversation today, please find the updated notes for your review:

   

  6/18/2024 at 12:36pm:

  **** called me and left a voicemail requesting a callback

   

  6/18/2024 at 12:46pm:

  Called **** back and he asked if I filed a complaint with the BBB.  I explained that I did file a complaint as I declined the $3,000 check and at the time of our in-person meeting on 6/12/2024, I was informed that this is all that could be done as a resolution.  **** suggested I call the BBB back and tell them I want to remove the complaint as I'm working with Custom Construction directly.  He said these complaints are on the site forever.  I asked him what his next steps were, if I could get my driveway replaced and explained I had been waiting years for a resolution.  He said that he needs to handle the BBB and wants the BBB out of this.  

   

  6/18/2024 at 1:02pm:

  Called the BBB and left a voicemail requesting a callback.

   

  6/18/2024 at 1:22pm:

  BBB rep ***** returned my call and I requested the complaint be marked as resolved.  ***** marked the complaint as resolved and proceeded to tell me that whatever the outcome is, we can update the file to reflect a resolution and the sooner the better.  She explained the resolution will be published and other customers and potential customers will be able to see the problem was resolved.

   

  6/18/2024 at 1:27pm:

  Called **** and left a voicemail requesting a callback.

   

  6/18/2024 at 1:58pm:

  **** called me back and I told him that the complaint was marked resolved.  He asked if it will be removed from the BBB or still on there.  Told him it will be on the BBB but will be marked as resolved.  He said he will reach out to his office, the BBB and follow up with me.

   

  6/18/2024 at 3:53pm:

  **** called me back and told me to call the BBB to remove the complaint as there is a 3 day grace ****** to cancel the complaint.  He requested I call him back once this is completed.

   

  6/18/2024 at 3:55pm:

  Called and left a VM for ***** requesting a callback.

   

  6/18/2024 at 3:37pm:

  Called **** and left a VM letting him know that I called BBB and left a voicemail and I'm waiting to hear back.

   

  6/19/2024 at 8:58am:

  ***** from BBB called me back and I explained that **** requested that we remove the complaint from the BBB and there is a 3 day grace ****** to cancel the complaint.  She advised that we send her an email documenting all calls and contacts since the original complaint was filed on 6/13/2024.

   

  6/19/2024 at 11:55am:

  **** called and left a voicemail requesting a callback.

   

  6/19/2024 at 12:06pm:

  Emailed ***** with BBB contact history

   

  Thank you so much for your help in this matter, *****.  We appreciate it more than you know.  Please let us know if you have any questions or concerns.

   

  Thank You!

  ***************************** on Behalf of *************************

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

  

  Business Response

  Date: 07/16/2024

  We've had a positive experience working with (Customer) on
  her recent project. From the initial sales interaction to the final
  construction phase, (Customer) has been consistently helpful, and
  understanding. She was so grateful with
  the crew and the work they did that she gave our crew a 5 star +++ “They are
  the best!! Work is #1” on her completion form. She has been a great customer to
  work with.

  
  During our last on-site meeting, (Customer) maintained her
  positive approach. A (Third-Party), was present for the first time. It appeared
  the (Third-Party) lacked full context regarding the project, which caused
  confusion which may have led to her unfriendly approach during this meeting.
  Despite this, (Our Customer) remained open to finding an amicable resolution
  and expressed appreciation for our efforts.

  
  To our surprise, a complaint was filed with the BBB against
  our company a few days later. Immediately we contacted (Customer) who explained
  that she did not file the complaint and expressed her desire to remove it as
  she did not want to tarnish our company name. As she requested we assisted her
  in contacting the BBB and worked together to address the situation.

  
  After speaking to our customer we were confused on what
  happened. The next day we received another comment from the BBB. This message
  also included more false information. This comment was sent by the (Third-
  Party) as they were the signer. After this second message it was clear that (Customer)
  did not file the complaint. The information provided is inaccurate as the
  (Third-Party) was not included in our prior communication.

  The negative BBB complaint is from a third party who was not
  involved in the sales process, construction phase, the project review phase,
  any of conversations we had or prior meetings. We have a great and honest team
  that takes pride in taking care of our customers and if this (Third-Party) was
  a customer of our, she would have had the opportunity to experience it for
  herself.