Complaints

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

• Initial Complaint

  Date:06/13/2025

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

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

  

  Business Response

  Date: 06/18/2025

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

  Sincerely,
  Custom Built Structures, Inc.

  Customer Answer

  Date: 06/19/2025

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

• Initial Complaint

  Date:06/06/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

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

  

  Business Response

  Date: 06/16/2025

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

  Sincerely,
  Custom Built Structures, Inc.

• Initial Complaint

  Date:03/31/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

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

  

  Business Response

  Date: 04/02/2025

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

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

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

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

  Sincerely,
  Custom Built Structures, Inc.

  Customer Answer

  Date: 04/03/2025

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

  

  Business Response

  Date: 04/14/2025

  Hi *********,

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

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

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

  Thank you,
  Custom Built Structures, Inc.

• Initial Complaint

  Date:02/20/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

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

  

  Business Response

  Date: 02/28/2025

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

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

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

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

  Custom Built Structures, Inc.

  Customer Answer

  Date: 02/28/2025

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

  

  Business Response

  Date: 03/13/2025

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

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

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

  Customer Answer

  Date: 03/13/2025

   I am rejecting this response because:

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

  
  

  

  Business Response

  Date: 03/26/2025

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

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

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

   Custom Built Structures, Inc.

  Customer Answer

  Date: 03/26/2025

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

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

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

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

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

  Steps to a resolution:

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

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

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

  
  

  

  Business Response

  Date: 04/18/2025

  Mr. Martyn,

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

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

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

  Kind regards,
  Custom Built Structures, Inc.

  Customer Answer

  Date: 04/21/2025

   I am rejecting this response because:

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

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

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

   

  
  

  Customer Answer

  Date: 04/22/2025

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

  

  Business Response

  Date: 05/30/2025

  Dear *** ****:
  

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

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

  Scope of original insulation work:
  

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

  Resolution offer:
  

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

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

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

  Sincerely,
  

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

  Customer Answer

  Date: 06/05/2025

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

• Initial Complaint

  Date:02/18/2025

  Type:Customer Service 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.

  My husband found this business and appreciated their price point for the job we were seeking to be done.They began quickly and efficiently, later is when the problem begins.Everything looks nice. Finishing touches were not done. Our shop was Completed in late May 2024. They did not put finishing "caps" so where the metal comes together on the roof leaks, water, snow, and air. We are now dealing with other damaged property because they never came back like they said they would to put these in and seal around the windows which should've been done before they left. we have over an inch of snow through the entire middle of the shop. laying on a pool table, two 75" tvs, and a laser engraver.

  

  Business Response

  Date: 04/02/2025

  Good afternoon, I completely understand the customers frustration however we did everything possible on our end to resolve this problem. We are just a dealer for Custom Built Structures, they are the manufacturer that installed your building. Attached is a picture of the email that was sent to them in regards to fixing the leaks and unfinished portions of the building. Custom Built Structures is responsible for the building and the damaged items. We (Strong Strong Building) do not have any crews or material to be able to fix those problems that unfortunately were not fixed. Multiple calls were made to the team at Custom Built to fix these issues on our behalf. 

  

  Business Response

  Date: 04/03/2025

  Good morning, 
  
  Here is Custom Built Structures address and phone number. *************************************************************************, *************.
  

   

  

  Business Response

  Date: 04/09/2025

  Thank you for the clarification. Ive checked into this, and it looks like your service request was mistakenly placed on hold in our system. That may be why you havent received any follow-up yet. We do have a truckload scheduled to go out the week of the 14th, and your repair has been added to that week.

  Appreciate your patience while we get this sorted out,

  Custom Built Structures, Inc.

• Initial Complaint

  Date:01/31/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Custom Built Structures, *** put my building up. They have been out 2 times to solve an issue with the building shaking in the wind(failing to fix the issue the first time miserably). The first time they added hat channel front to back and rigged up supports made of tube inserted in to each other(basically scrap metal pictured) did not solve the issue so the 2nd time they came out they added horizontal and vertical supports and that solved my issue up front(which i am now happy with that). Still have issues with the rear wall shaking and they want to charge me to fix that issue.***** said $750, $650, then went down to $500 saying they would fix it for that if i took my ******** post down. Well i took the post down to hope maybe we could work something out. Talked to my dealer( that doesn't do business with custom built anymore due to disagreements) to get advice and he said heck no, don't pay that, they need to come out and fix it correctly at their cost. Seems as if they should have added all this when the building was constructed. Figured I'd throw it out there. I have tried getting up with **** the owner, goodluck with that. He will just **** you off to Ruby who was also no help. **** wanted to see the video I already sent ******* and ***** and she said that they installed the building 100% to the engineers specs and that they will not fix it without charging me materials and labor. I guess "engineers" specs means the building shakes like crazy in the wind or when you push on it with one hand? ***** is also trying to say i never said anything about the back wall shaking(why did they add hat channel from front all the way back then?). Work order is after the first trip out and they didn't accomplish anything so we're going to return a second time. Anyone who wants to see videos of how bad the building shakes, I have them posted on ******** ******* ****** or email me at ********************* would be glad to show them to you.

  

  Business Response

  Date: 02/04/2025

  Dear *** ******,
  

  We appreciate the opportunity to respond to your concerns and clarify the steps we have taken to address them. Below, we will respond to each point of your complaint to ensure full transparency.
  

  1. "Custom Built Structures, **** put my building up. They have been out 2 times to solve an issue with the building shaking in the wind (failing to fix the issue the first time miserably)."
  Your building was installed on August 21, 2023, and the first time you mentioned any issue with the walls was in January 2025well beyond our 90-day workmanship warranty. However, as a goodwill gesture, we agreed to cover the cost of materials for reinforcements, with only a $150 labor charge. During the first visit, we added hat channels and additional supports based on the concerns you expressed at that time.
  

  2. "The first time they added hat channel front to back and rigged up supports made of tube inserted into each other (basically scrap metal pictured) did not solve the issue."
  The tubing used was standard material that meets engineering specifications and is designed to provide structural reinforcement. We do not use "scrap metal" in any of our repairs or modifications. While this reinforcement did not fully meet your expectations, our crew returned for a second visit at no additional charge to provide further reinforcements.
  

  3. "The second time they came out, they added horizontal and vertical supports, and that solved my issue up front (which I am now happy with that)."
  We are pleased to hear that you are satisfied with the reinforcements made to the front of your building. Our goal is always to ensure that our customers are happy with the structural integrity of their buildings.
  

  4. "I still have issues with the rear wall shaking, and they want to charge me to fix that issue."
  During our previous visits, your concerns were focused on the front wall, which we reinforced. It was only after these modifications that you then requested additional reinforcement for the back wall. We explained that any further work beyond what was originally included in the building design would require charges for both materials and labor, which is our standard policy.
  

  5. "***** said $750, $650, then went down to $500, saying they would fix it for that if I took my ******** post down."
  The pricing provided reflected different reinforcement options based on material and labor costs. The mention of your ************* was only in response to your inquiry about a possible discount. Our pricing is based on material and labor, and we strive to offer fair and transparent quotes.
  

  6. "Well, I took the post down to hope maybe we could work something out."
  We appreciate your willingness to work towards a resolution. However, the cost of additional reinforcements remains based on the materials and labor required, as previously discussed.
  

  7. "Talked to my dealer (that doesn't do business with Custom Built anymore due to disagreements) to get advice, and he said, 'heck no, don't pay that, they need to come out and fix it correctly at their cost.' Seems as if they should have added all this when the building was constructed."
  Your building was installed to engineering specifications, and no additional reinforcements were required at the time of installation. The movement you are noticing is not a defect but a result of the natural flexibility in metal buildings, which are designed with spacing between panels. Any additional reinforcements beyond the standard build would be considered an upgrade and are not covered under our standard warranty.

  8. "I have tried getting up with **** the owner, good luck with that. He will just **** you off to Ruby, who was also no help."
  Our team, including Ruby, has communicated with you and provided explanations regarding the warranty coverage, building specifications, and available reinforcement options. We understand your frustration, but our policy remains consistent for all customers.
  

  9. "**** wanted to see the video I already sent ******* and *****, and she said that they installed the building 100% to the engineer's specs and that they will not fix it without charging me for materials and labor."
  Yes, this is correct. Our buildings are installed according to engineering specifications, and additional reinforcements beyond the original design are considered modifications, which require additional charges.
  

  10. "I guess 'engineer's specs' means the building shakes like crazy in the wind or when you push on it with one hand?"
  Metal buildings naturally have some flexibility, and movement can occur when the structure is pushed or impacted. This is not an indication of a structural defect but rather a normal characteristic of metal construction. The additional reinforcements we provided up front have addressed the issue in that area, and if further reinforcements are desired for the back wall, they would be subject to additional charges.
  

  11. "***** is also trying to say I never said anything about the back wall shaking (why did they add hat channel from front all the way back then?)."
  The first concern you reported was with the front wall, which is why the initial reinforcements focused on that area. The hat channel was extended to provide additional stability, but at no time during the first visit was the back wall mentioned as an issue. It was only after the second reinforcement was completed on the front that you requested modifications to the back wall.
  

  12. "Work order is after the first trip out, and they didn't accomplish anything, so we're going to return a second time."
  While the first visit did not meet your expectations, we returned and made additional reinforcements at no extra charge. The second visit successfully addressed your concerns with the front wall, as you acknowledged.
  

  13. "Anyone who wants to see videos of how bad the building shakes, I have them posted on ******** ******* ****** or email me at *****************************. Would be glad to show them to you."
  We understand that you are dissatisfied with the movement in the back wall. However, as previously mentioned, some movement in the panels is expected due to the nature of metal buildings. If you would like additional reinforcements, we are happy to provide them under the agreed-upon pricing.
  

  We have worked diligently to address your concerns by providing reinforcement beyond the original design at no additional charge. However, further modifications to the back wall will require additional charges, as they were not included in the original build. If you would like to proceed with these reinforcements, we are happy to schedule the work under the agreed pricing.
  

  Please let us know how you wish to move forward.
  

  Best regards,
  Custom Built Structures Inc

  Customer Answer

  Date: 02/11/2025

   I am rejecting this response because: So these "engineered" plans you guys use, it's perfectly normal for the building to shake when I push on it with one hand? No way, even with horizontal siding it should not move that much. I understand a little bit of flex but what my building is doing is excessive and needs to be repaired with you guys eating the bill. I've posted videos on numerous pages and everyone says it isn't right. Even dealers on there saying custom built structures are crooks. All of your guys responses to any of these bad reviews and even on ****** reviews are you guys making excuses and blaming and pointing fingers at the consumer. How about show some good customer service and make a situation, that shouldn't even be happening correct!
  
  
  

  Customer Answer

  Date: 02/11/2025

  It was constant voicemails and playing phone tag trying to get up with someone at their office. I will say ******* did a great job communicating. It was ***** that never answered the phone. Most everything discussed about the back was was done verbally on the phone. Saying it doesn't shake as bad as the front. Hence why they tried to add hat channel all the way from front wall to my back wall to try and "stabilize" the building.

  Customer Answer

  Date: 02/11/2025

  ***** called/ texted january 14,15,16,17,20,23,24,27,28,29

  Katelyn january 13,14,17,24,27

  Tried to call ****, the owner 2 times and **** called me one time on his behalf.

• Initial Complaint

  Date:01/07/2025

  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.

  I have signed a contract for a structure to be built on my property. I have paid a down payment. I have also paid a fee for a print for a permit. I have a ready site for them to install. ****** Herandus was my contact. I have left messages and have gotten no response. Scheduling is supposed to contact me. I have no idea whats going on. I would like to have someone contact me to let me know whats going on. Or reimburse my deposit so I can hire someone else to build my building.

  

  Business Response

  Date: 01/08/2025

  Dear Mr. **************** have reviewed your order and found the following:  Your revised order was signed on December 7, 2024. We have not received the required 50% down payment, which is necessary to proceed. As per our process, the lead time of 5-7 weeks begins once both the signed order and the down payment are received. If you believe the payment has already been made, please send a copy of your receipt or proof of payment. If not, the down payment will need to be submitted to move forward with your order. If you have additional questions, please contact us at ************.
  
  Sincerely,
  Custom Built Structures, ****

  Customer Answer

  Date: 01/10/2025

   I am rejecting this response because:  

  Thank you *******. I signed a contract for a 30x60x12 with a 12x60 lean too. Signed contract and put a down payment of $2360.05. Mother Nature hit. Only could get the 30x60 pad poured. First contract I signed. I had them state in contract. 50% would be paid when material was delivered and start the job. Once I realized that lean too couldnt be poured I had them remove the lean too. Which a new contract was written which took a couple of weeks. They were 4 to 5 weeks out I was told. **** new contract. Wanted that down payment down. I said no. Already gave them a down payment. ****** ********* said your contract was 50% down when material was delivered and crew to start. I said yes correct. Sent new contract assuming that was added I signed. I will not pay 50% down until material delivered and crew starting work. If they cannot honor that then we need to nullify the contact. I paid an additional $300 for drawing of there structure for a permit. I did receive that. They can keep it. The original down payment they can keep 25%. 75% needs to be refunded. This is only if they dont want to install my structure in a timely manner. I had my own contractor business for 27 years of which was an Accredited business in ***************. A+ rating. When an A+ rating business as I am dealing with doesnt respond to there customer as they have is just unbelievable. Honestly I have read references from them and this is how they run their business. So I dont understand how they have an A+ rating. I think its best that they just accept to reimburse me. I dont understand how a business wont respond to your calls. Unbelievable.

  Sent from my iPhone

  
  
  
  

  

  Business Response

  Date: 01/13/2025

  Dear Mr. ****************** you for your follow-up and for providing the signed order. We appreciate the opportunity to address your concerns and provide clarification.
  

  Upon reviewing your signed order, we see that it states the 50% balance is due upon the crew's arrival with materials, not at the time of scheduling. While this contradicts the terms and conditions outlined in our standard order process, we understand that this was written by the salesperson on your order form. Since it was part of an accepted order, we will honor those terms.
  

  Your revised order was signed on December 7, 2024. Please note that our office was closed for the holiday period (Christmas and New Year's), which extends the standard lead time of 5-7 weeks accordingly. Taking this into account, your estimated lead time would place scheduling through the end of the first week of February, with the consideration of any winter weather delays.
  

  We sincerely apologize for any confusion or delays in communication and will make it a priority to resolve this matter. We value your business and are committed to ensuring your satisfaction.
  

  Sincerely,
  Custom Built Structures Inc

  Customer Answer

  Date: 01/13/2025

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

  Customer Answer

  Date: 03/19/2025

   I am rejecting this response because:  

  Hi *******. This is ***** again. Custom built structures isnt responding again. Need to start another claim on them. I have left messages but they arent responding. Thanks. **********. If you have any?

  Sent from my iPhone

  
  
  
  

  

  Business Response

  Date: 03/24/2025

  Dear *****, 

  We appreciate your patience as we work to schedule your building installation. Your location is about nine hours from our nearest shops, which complicates coordinating our teams, particularly with the recent weather delays that set our schedules back. We do not see any recent calls from you in our logs, but we are double-checking to ensure nothing was overlooked. We will provide you with a confirmed installation date as soon as its available.

   If you have any questions or concerns, please reach out to us. Thank you again for your understanding. We look forward to completing your project.

   Custom Built Structures, Inc.

  Customer Answer

  Date: 03/24/2025

   I am rejecting this response because:
  I have called and left messages several times. The no response from you shows that you dont care about your customers. Funny how there was no problem with distance while accruing my business. 5-6 weeks I was told you were out. Lack of communication on your part is unacceptable for a business. You only respond when I get the BBB involved. I really dont think you will show up to do the work. Therefore I would like 75% of my deposit back. Thank you. Also keep in mind this is ********. You can write no refunds on contract but you have to do your due diligence to keep it. Which you havent. Thanks for your time. 
  
  

• Initial Complaint

  Date:01/07/2025

  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.

  Terrible install on doors and no one will call you back or help. Stay away. All metal built buildings are from same manufacturer and they all lie to you ! Don't go with any metal built structures, they are rip offs

  

  Business Response

  Date: 01/13/2025

  Mr. ****,

  We are aware of the concerns regarding the installation of your doors and want to assure you that we are actively working to resolve the issue. Your repair request was documented on December 3, 2024, and the work order has been scheduled for completion this week.
  

  While we understand your frustration, we have experienced challenges during our communications due to the tone and nature of recent interactions. Despite these difficulties, we remain focused on resolving your concerns and completing the necessary repairs to your satisfaction.
  

  We value your business and are committed to resolving this matter. If you have any additional questions or information to provide, please feel free to contact us directly. 
  
  Regards,
  Custom Built Structures, Inc.

• Initial Complaint

  Date:01/02/2025

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On Aug.13, 2024 I paid $1722.24 to custom Built Structures to lock in our price for 6 months. We had the concrete pad poured and ready. They had me on the schedule in September, October, November, and twice in December the last date being December 23rd. The building was supposed to be delivered and set up by then. I have yet to hear from anybody or receive a call back. I have grown tired of waiting and no answer. I just want my refund back so I can use a business that will actually deliver my building and on time.

  

  Business Response

  Date: 01/17/2025

  Dear Ms. ********************** style="font-size: 0.875rem;">Thank you for reaching out and for bringing your concerns to our attention. We sincerely regret the frustration and inconvenience youve experienced regarding your order.

  Order Background and Timeline:
  On August 13, 2024, you placed an order with Custom Built Structures and provided a down payment of $1,722.24 to secure your pricing. As outlined in the documentation provided at the time of your order, this down payment is non-refundable. It is used to cover administrative costs, such as processing paperwork and securing materials for your building.

  The installation date for December 23, 2024, was noted as tentative. Our process involves contacting customers to confirm installation dates, and we regret that this follow-up did not occur as expected. We reached out on January 14, 2025, to offer an installation date for the week of January 24th; however, you declined the proposed date and instead requested to cancel your order.

  Policy Clarification:
  As part of our agreement, all customers are required to pay the remaining 50% balance before we can schedule installation. While this balance has not been received, we attempted to accommodate your timeline and offered a new installation date.
  Per our stated policies, which were agreed upon at the time of order, the down payment remains non-refundable. This policy is in place to cover necessary expenses incurred during the processing of orders and preparation for delivery.
  

  Resolution Offered:
  While we are unable to process a refund of your down payment, we are committed to fulfilling your order. We would be happy to work with you to schedule your building installation at the earliest mutually convenient date.
  We value your business and understand how delays and communication issues can be frustrating.

  Please know that we are dedicated to resolving this matter and ensuring your satisfaction with the final delivery and installation of your building.
  

  Should you have any questions or wish to discuss scheduling further, please feel free to contact us. Thank you for your understanding, and we look forward to assisting you further.

  Sincerely,
  Custom Built Structures

  Customer Answer

  Date: 01/18/2025

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

• Initial Complaint

  Date:11/04/2024

  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.

  I purchased a metal building from ************** on August 17th, 2024. After speaking with Bull buildings it was sent to Customer Built Structures to manufacture and deliver. After waiting for 2 mnths they finally called to let me know that our Metal Building would be delivered on 10/24 between 8-11. They did not show between that time frame so I called and spoke with *******. She said she would get with the crews and call me back. I waited a couple of hours and called her back and she said she spoke with the crews and they would arrive after 5pm. The crews did not arrive. So Friday morning I called back She said she would reach out to the crews and call me back. Again after waiting a couple of hours I called her back and she then confirmed they were still finishing a job in ********** (which is 20 minutes from me) and would be there when they finish. I asked her if it would be today (friday) and she said she wasn't sure but they crews should call or they would call. I advised her that we would not be home Saturday but my mother would be there (my daughter had a ball tournament 2 hours away) My mother waited all day Saturday and nobody arrived, we were home all day Sunday and nobody arrived and of course we can't call over the weekend and nobody called us.....So 1st thing Monday morning I called and they tell me crews arrived on Saturday and nobody was home (which is not true)--I have cameras and never received a phone call. Now they crews are not even in our same state and they are trying to find out when crews will be back to deliver. Now they are stating they fired the previous crew and they were supposed to deliver on 10/31/24. Of course, I called on 10/30 to verify delivered and she said the same again--crews have not finished their previous job and they may deliver over the weekend but they would contact us. Still haven't heard from anyone. Still don't know when the garage will be delivered. They do not call me to update--I always have to call. Please Help!!!

  

  Business Response

  Date: 11/13/2024

  Dear Ms. ******************* you for bringing this matter to our attention. We understand the frustration youve experienced, and we apologize for the inconvenience caused by these delays and the issues with your building.
  

  Weve confirmed that the building has been installed, and we understand you reported on November 11th that it is leaking. Please know that we are actively working to address this issue and will resolve it as quickly as possible.
  Your satisfaction is important to us, and well keep you updated on the progress.

  If you have any further concerns or questions, please feel free to reach out. 

  Custom Built Structures, Inc.