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:10/31/2024

  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.

  Custom Built Structures installed my building on 8/30/24. In total, I paid around $26,000 for the building. As soon as the building was completed I noticed that the 10x10 roll up door was not correct. I specifically asked for all of my roll up doors to be the design that includes chain hoist and my 10x10 door did not have it. I told them That I was going to pay all of the balance except for $2,000 until my door was corrected. The guy begged me To pay the full amount and told me that I had nothing to worry about and they would be replacing the door at no cost to me. So I paid them the full amount. I have also contacted them about a leak in my roof and how another part on my building was installed incorrectly and needs to be repaired. I have been in contact with them for 9 weeks to get this corrected and now they are saying that they are not going to help me and I can take them To Court if I want. I have everything in text messages to prove how they lied to me about repairing my building just to get me to pay the full balance up front, how they have been leading me on for 9 weeks, and they are now telling me they are not helping me in getting my building repaired which is still under warranty.

  

  Business Response

  Date: 11/07/2024

  Dear Mr. ******************** you for reaching out to address your concerns regarding your building order and installation. We understand the importance of your satisfaction, and I want to clarify the situation based on our records and communication.

  Chain Hoist for the 10x10 Roll-Up Door:
  
  Order Confirmation and Chain Hoist Discussion:
  Originally, your building was designed with three 12x12 doors. Before finalizing the order, you requested a change, replacing one of the 12x12 doors with a 10x10 door. After reviewing the revised quote on July 11, 2024, you confirmed and placed the deposit.
  
  Chain Hoist Inquiry:
  On July 15, after placing your deposit, you inquired if the roll-up doors would come with chain hoists. Our representative replied that roll-up doors would include chain hoists, not recalling that the 10x10 door had replaced one of the 12x12 doors. As per our standard offering, only the 12x12 doors come with chain hoists. The 10x10 door is not typically equipped with a chain hoist unless specifically requested at the time of order.
  
  Clarification on Specifications:
  On August 30, our representative clarified in a text that only the 12x12 doors include chain hoists. This aligns with our standard procedure and with the terms of your order. While we understand that you may have expected a chain hoist for the 10x10 door, this feature was not specified in the finalized design.

  Roof Leak and Installation Concerns:
  We understand that you reported a roof leak and an additional installation concern after the buildings completion. We are committed to addressing all issues covered by our warranty. Once your balance was paid in full, we assured you that we would stand by our commitment to support any valid warranty claims. Our team is currently reviewing your reported issues and will address them in accordance with our warranty terms. Any further adjustments or modifications outside the scope of our original agreement may involve additional costs.

  Commitment to Service:
  Our goal is to provide quality service and to address any issues that arise within the agreed-upon terms of your purchase. We believe we have acted in alignment with standard procedures and are committed to addressing legitimate concerns covered by our warranty. We value you as a customer and remain committed to resolving any documented warranty issues with your building. If you have further questions or would like to discuss this in more detail, please dont hesitate to reach out.

  Thank you for your understanding and for giving us the opportunity to clarify.
  
  Sincerely,
  Custom Built Structures Inc.

• Initial Complaint

  Date:10/18/2024

  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.

  1. I was told on July 3 I would need to secure my own permits. I contacted City Inspector, who said I am not allowed to do that. The reason is many shed-building companies want to avoid liability for their work by having clients pull permits instead of doing it themselves. I shared screenshots with the customer service *** and said Custom Built Structures (***) would have to pull permits or I'd need to find another builder. They agreed to pull permits but charge an extra 5%. I agreed, and signed with a deposit.2. Early August, *** calls me to schedule the build. They ask if I have permits. I told them I paid for them to pull the permits. They had to reschedule.3. August 29, *** messages me to ask if I have a receipt for the 5% fee. They never charged for the permits, when I thought I had paid this in July.Then they say the price has gone up since July, and I'll have to pay more than originally agreed upon for the permit.I refused, provided screenshots of our written conversation from July 3, and got the manager to override for the original price. I paid the fee.4. On Sep 3, *** building engineer, ******, emails for information from me for permits. On Sep 4, I ***lied with all necessary information.5. Sep 28, I sent an email to ****** asking for a status ***ort on my project. No ***ly.6. Oct 9, I sent a message to the customer service ***resentative asking for a status ***ort on my project. No ***ly.7. Mon, Oct 14, I called CBS at ************ -- told she'd call me back with an update. Never did.8. Wed, Oct 16, voicemail at ************ 9. Thu, Oct 17, voicemail at ************ 10. Fri, Oct 18, voicemail at ************ I called the direct number for the manager listed on my contract: *****, at ************. The line is disconnected.*** has taken about $2,000 after we were hit by a tornado, and they refuse to communicate, provide status updates, or follow through on the job they were hired to perform. I just want this workshop built or my money back.

  

  Business Response

  Date: 10/21/2024

  Hi *******,

  I sincerely apologize for the frustration you've experienced, and I appreciate the time you took to outline your concerns. After reviewing the situation, I can confirm that our records show we started the permit process at the beginning of October, but it appears there was a miscommunication regarding the updates. I want to personally assure you that we are fully committed to resolving this and getting your project back on track.

   To address your points:

  Permit Issue: You are correct that we agreed to handle the permit process after your initial discussions with the city. It seems there was an internal delay in invoicing for the permit fee, which caused some confusion on both sides. However, the permit process is now underway, and we are currently awaiting the city's approval. We are actively following up on this to ensure there are no further delays.
   
  Communication Gaps: I understand how important timely updates are, and I regret that we havent provided you with the level of communication you deserve. Our team has been trying to coordinate with the city for updates, and well make sure to keep you informed more regularly going forward. I will personally follow up on your project and ensure we stay on top of this until completion.
   
  Project Status: We are as eager as you are to complete this build, and I will expedite everything within our control to make sure there are no further delays once the permit is issued.
  Im happy to discuss this further if needed. Additionally, if you would be willing to remove or amend your review once this is resolved, we would greatly appreciate it as we continue working toward a successful outcome for your project.

  Thank you for your patience, *******. Please dont hesitate to reach out directly if you have any further concerns.
  

  Kind regards,
  Custom Built Structures Inc

  Customer Answer

  Date: 10/21/2024

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

  However, I saw no contact information or name of the respondent listed in the reply. Would you please email me that information in case i need to follow up on this again in the future?

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

  Thank you.

• Initial Complaint

  Date:09/23/2024

  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 wanted to purchase a metal shop. I settled on Mr. ******** My salesperson ** made me think I could trust her, which is important to me. A contract was signed on 7/9/24. I was told on 7/12 to text site pictures, I did twice. I didnt hear back, so called the no. I texted the photos to, on 7/30 & was told they didnt get them. I sent them 4 more times, called to see if they had them, no answer, so I called & emailed JT the photos, asking her to please get them where they should go, she did. Still no contact, I complained to the boss TH he forwarded it AO then I found out I need to sent a cashiers check for $7449.85, I did that, on 8/14. On 9/3, I got a call the builder would be at my house 9/14 to build my shop. He texted me 9/10 & said he would be here 9/11 that was ok, I had waited a few months. He texted & said he was stuck 9/12 I told him we were in a ********** probably shouldnt come, he said he knew and wouldnt come if were getting rain. I didnt want the materials to get wet especially the insulation. He called me outside my house that day, still storming & a wind advisory he still brought the materials in the storm. I ask him to go to the shop behind my house my sons would show him where to put the material inside. He didnt want to put it in the shop. Storming 4 men unloaded the materials in my soaked yard, doors put under a tree stayed in 5 in. of water from Tues.-Thurs., insulation was put up against the shop the bags with holes in them, were also soaked it was a disaster. I started complaining to TH that day, telling him whats going on, he replied 1 time saying he would tell the manufacturer. 9/21 they picked up the insulation & moved the doors to a different spot, theyll bring the insulation back act like its been replaced. I know the garage doors he moved are the ones that sat in 5 in. of water for days. I owe $7449.85, but due to all damage, future damage, going forward I feel I owe $6000. or a full refund. This is all their FAULT!

  

  Business Response

  Date: 09/23/2024

  Dear Ms. **************** have reviewed your concerns regarding the installation of your structure and would like to clarify the details of the situation to ensure you are well informed about the next steps.

  As outlined from the beginning, your lead time does not begin until the first half of the payment is received, which was made on 8/14/24. This is standard practice and was communicated upfront. Regarding the site photos, we received them on 7/31/24 and attached them to your order on the same day.

  Regarding the insulation and doors, I will confirm with ****, the supervisor for your area, but I can assure you that the doors are designed to withstand rain and wet conditions as they are built for external use. Any concerns about them getting wet due to weather will not compromise their integrity or functionality. The insulation was picked up and is being handled to ensure it meets our quality standards. If there was any issue with it, rest assured it will be addressed properly.

  In terms of your request for a billing adjustment or refund, we operate according to the terms of the contract and ensure that the materials used are of the highest quality. We remain committed to providing you with a structure that meets your specifications and is built to last.

  We will continue to follow up with you as your project progresses. If you have any further concerns, feel free to reach out, and we will provide any necessary updates.
  

  Sincerely,
  Custom Built Structures, Inc.

  Customer Answer

  Date: 09/23/2024

   I am rejecting this response because: The problem I have with the Building is that the Builder just came and drop all of the Buildings Materials in my yard which is wet and a mess now due to all the metal spread out.  Your Builder also blocked our shop lean to so we cant get the tractor or other items out as a matter your ***s have blocked almost the whole lean to so we cant get hardly anything out.  I just dont trust any of you at what I thought was Mr. ******* but I guess its not.  I would like my building built but I will not pay until I have a builder here to check the work your ***s do.  So far I just ran into excuses.  Your *** told me he wouldnt bring the building materials if it was going to rain and he brought them in a storm and it rained for 4 day after he drop the material in my yard.  I want the material out of my yard there killing my yard that is your fault.  Do you really think its ok to treat people like this because I dont.  This has been a huge mistake on my part for ever trusting you or anyone at Mr. ******* or is that who you are?  Thats who the contract is with and if you arent we dont have a contract!
  
  
  

  

  Business Response

  Date: 09/24/2024

  Dear Ms. **************** understand your concerns and want to clarify the situation to ensure that there are no misunderstandings moving forward.
  

  First, we have thoroughly reviewed your case and confirm that all materials delivered to your site are of the same high quality we use for every installation. The weather conditions, unfortunately, are beyond our control, but rest assured, the materials are designed to withstand outdoor elements, including rain. The placement of materials was done with the intent of being close to the site for efficiency during the build. However, if this has caused any obstruction, we will ensure our team addresses it when construction begins.

  Regarding your comments about the company name, please note that your contract is indeed with Custom Built Structures, which was clearly communicated from the start. Our goal remains to complete your structure with the same attention to quality that we extend to all customers.

   As for payment, we honor the terms set forth in your agreement, which require the balance to be settled as outlined. The building process will be carried out with professionalism and transparency, as always, and we trust that once completed, you will be pleased with the result.

   We appreciate your patience and understanding and will work with you to ensure the project meets the high standards we maintain across all of our builds.

   Sincerely, 
  Custom Built Structures Inc

  Customer Answer

  Date: 09/25/2024

   I am rejecting this response because:  when I purchased the building it was always Mr. ********  Never custom built structures!  This has nothing to do with processing time & I think you know that.  This whole problem is about your builders.  I emailed you on the 12th. when they delivered the materials in the storm, because I was concerned.  You didnt respond I emailed you again to tell you the insulation was wet & you said you would contact the manufacturer that all you said the whole time.  As for you taking care of anything for me I have to say my trust for anyone up there is pretty much zero.  They damaged the materials on some of the metal one whole stack the corner is bent & it has orange paint on it where they hit something.  Its got scratches on a lot of it.  My whole problem is with the damage your builders have done at my house.  Where they threw the insulation they knocked a big wood swing down, tires plus several other things.  Where they put the metal in my yard theyve killed my Bermuda grass, the metal is spread out so that they have everything ( tractor along with other lawn stuff) we are blocked in the lean-to we cant get nothing out!  If they would have pulled in the gravel driveway like they were ask to they wouldve had plenty of places to put things and wouldnt be killing my grass we wouldnt be blocked in, the way it is now we cant even do anything around here because of your builder.  This is so reckless on your part or their part.  This is about the damage that just keeps on happening here & none of its our fault.  I dont understand how you or anyone else can think what going on here at my house is okay I know my neighbors think you all have a sorry business!  Thats why I feel like I shouldnt have to the full amount on the shop.  Ive never had a problem paying Ive had the cashiers check here for a while, but someone should take responsibility for the damage thats been caused by your guys.  I have pictures of a lot of the damage thats been done by your guys, Im just having trouble getting them loaded but as soon as I can I will get them sent.  Maybe Ill just send them to your email.  I dont know I need to call the BBB.

   

   

   
  

  
  

• Initial Complaint

  Date:09/09/2024

  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.

  The building that they attempted to install was done in a manner that violates safety concerns and poses a health risk to my family and home. The building is still not finished. The windows were not secured to the building, and they are falling out.

  

  Business Response

  Date: 09/10/2024

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

  Thank you for your business and for taking the time to bring this to our attention. Weve reviewed your concerns and the situation with the installation crew.  As you are aware, your building has already been spray-foamed, and we are coordinating logistics to address your concern. Due to the distance involved, we are aiming to have a crew in your area by the week of the 23rd. We are working on scheduling, and our team will provide you with updates as soon as details are confirmed.

  Please note that we are committed to ensuring that the building meets all required standards, and we will follow through with any necessary adjustments or inspections during the scheduled visit. We will be in touch once the crew is available to complete the work.

  Thank you,
  Custom Built Structures, Inc.

  Customer Answer

  Date: 09/11/2024

   I am rejecting this response because I have received no scheduling notification in writing, nor do I have a confirmed date. The distance was not a concern for Custom Built Structures when they accepted payment for the building and faulty installation that created an unsafe environment on our property. The response received is a continuation of Custom Built Structures doing what is convenient for them. Custom Built Structures repeatedly fails to take the opportunity to turn a negative customer service experience into a positive one. 
  
  

• Initial Complaint

  Date:08/20/2024

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

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

  

  Business Response

  Date: 08/30/2024

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

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

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

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

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

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

  Sincerely,
  Custom Built Structures, Inc.

  Customer Answer

  Date: 08/31/2024

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

  

  Business Response

  Date: 09/17/2024

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

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

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

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

  Custom Built Structures, Inc.

  Customer Answer

  Date: 09/18/2024

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

• Initial Complaint

  Date:07/15/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

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

  

  Business Response

  Date: 07/22/2024

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

  Customer Answer

  Date: 07/22/2024

   I am rejecting this response because:

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

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

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

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

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

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

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

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

  they wrote the contract  

  
  

  

  Business Response

  Date: 08/02/2024

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

  Customer Answer

  Date: 08/05/2024

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

   

  
  

  

  Business Response

  Date: 08/09/2024

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

  Customer Answer

  Date: 08/09/2024

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

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

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

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

  
  

  

  Business Response

  Date: 08/30/2024

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

  Custom Built Structures, Inc.

  Customer Answer

  Date: 08/30/2024

   I am rejecting this response because:

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

   

  
  

  Customer Answer

  Date: 09/14/2024

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

• Initial Complaint

  Date:04/24/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

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

  

  Business Response

  Date: 04/25/2024

  Dear ******,

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

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

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

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

   Warm regards,

   Customer Service Team
  Custom Built Structures, ****

  Customer Answer

  Date: 04/25/2024

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

   

  
  

  

  Business Response

  Date: 04/25/2024

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

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

  Warm regards,
  Custom Built Structures, Inc.

  Customer Answer

  Date: 04/29/2024

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

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

  
  

• Initial Complaint

  Date:03/17/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

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

  Customer Answer

  Date: 03/27/2024

  *******, 

   

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

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

   

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

   

  Please let me know if you need anything else. 

  Thank you in advance for helping me with this. 

   

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

  Customer Answer

  Date: 04/06/2024

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

  thanks 

  
  

  Customer Answer

  Date: 04/17/2024

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

   

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

   

   

   

  

  Business Response

  Date: 04/23/2024

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

  Customer Answer

  Date: 04/23/2024

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

• Initial Complaint

  Date:02/14/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

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

  

  Business Response

  Date: 02/14/2024

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

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

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

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

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

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

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

  Sincerely,

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

  Customer Answer

  Date: 02/14/2024

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

  

  Business Response

  Date: 02/17/2024

  Hi *****,

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

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

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

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

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

  Kind regards,

  Customer Answer

  Date: 02/18/2024

   I am rejecting this response because:

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

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

  
  

• Initial Complaint

  Date:09/01/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

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

  

  Business Response

  Date: 09/21/2023

  Good morning,

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