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:08/21/2023

  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 called and talked to the salesman asked how much would a 20 x 40 building with ( 2 ) 10 x 10 roll up doors and a walk through door. He asked if I wanted vertical or horizontal siding and I told him horizontal. He asked about colors of siding and trim. He gave me a price and I asked was that with insulation? He said no. I told him I wanted insulation he told me and I told him that would work. When they came to install the building they put up the vertical tubing and one end of the building. I asked the crew leader if the building had the horizontal tubing and he said no. I told him that was not what I ordered. They stopped and he called Carlos and told him that wasn’t what I ordered the add for the building showed vertical and horizontal tubing and when I sent my deposit in they sent me a picture of the building with vertical and horizontal tubing saying that my deposit was approved. It was never mentioned that horizontal tubing was not normally used for horizontal siding. That was the selling point for me because it is more sturdy. The salesman never said there was a difference in price for horizontal tubing. He told me that was not what I asked for and I told him that is what the add shows. Now they want $1500.00 more to install horizontal tubing and looking at the the add you can’t tell if it’s vertical siding or horizontal siding. I don’t think I should have to pay extra for the horizontal tubing ( bracing)

  

  Business Response

  Date: 08/23/2023

  Dear Mr.******,
  
  We trust this letter finds you well. We appreciate the opportunity to address your concerns regarding the recent installation of your 20 x 40 building. Having carefully reviewed the provided documentation, including your conversation with our shop manager Carlos, we sincerely regret any misunderstanding that may have arisen.
  
  We understand from the attached conversation and your order details that you did indeed request a 20 x 40 building with horizontal sides.
  
  During the installation process, you expressed a preference for 'horizontal tubing' in which our crew leader connected you directly with our shop manager, Carlos. We acknowledge your concern and attempted to address the matter by offering you the option to upgrade to add the horizontal tubing that you wanted for an additional fee, as indicated in the conversation you shared. The purchase order we received from ******* ***** (Jesse B******), the same purchase order that you reviewed and signed have itemized options for 'Front Wall Closed Horizontal,' 'Back Wall Closed Horizontal,' 'Left Closed Horizontal,' and 'Right Closed Horizontal.' In our industry, these itemized options indicate that the sheet metal sides/walls are oriented horizontally, which is the more affordable option. This does not pertain to the inside tubing but the outside appearance. This is covered on our website at **********************************
  
  Our company, along with every square tubular constructed company in the USA, follows the same standard practices for constructing and marketing structures.
  
  We do not offer a standard option for adding horizontal tubing to walls unless it's part of a customized quote, and such an option would be clearly itemized on the order form.  Custom Built Structures, Inc did not receive the picture of the advertisement that you saw from ******* ***** (Jesse B******). Every building placed with our company is custom-built, and we provide default terms that are industry-wide. These are included in our brochure, pricing sheets, and our interactive online 3D Builder, allowing you to see the tubing configuration for the structure you are ordering. If you believe you were misled by ******* ***** (Jesse B******), we recommend contacting that store location.
  
  To date, we have not encountered a horizontally-ran tubing on a side/end of a tubular building with Horizontal Sides, referring to the direction of the sheet metal ridges, unless it was per a customer's request for an additional material and labor charge. No tubular constructed metal building company offers the configuration you've requested due to the unnecessary cost of the metal used for such construction.
  
  With your signature on the order we received for Horizontal Sides/Ends, we built your structure to the specifications listed on your purchase order. We were pleased that, after conversing with our shop manager on July 18th, 2023, you were offered the option to upgrade for a cost of $1,500 for materials and labor. Ultimately, you decided to accept the building as specified on purchase order #**********.
  
  We sincerely thank you for choosing Custom Built Structures, Inc. for the construction of your 20x40 metal building. Your business is greatly appreciated and we're confident you will have great use out of your quality built structure.
  
  Sincerely,
  Custom Built Structures, Inc.

• Initial Complaint

  Date:05/08/2023

  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.

  Last Contract signed 1/12/23
  Total cost $38,943
  Installation of a Risk Category II building
  Installation completed on 1/20
  
  
  Issues with building:
  -water leaking under base rails
  -insulation rained on
  -wavy siding
  -tight and side way screws that broke the washer
  -black scratches on siding
  -gap between wall and ceiling panels
  -framing not symmetrical; therefore only 2 windows could be installed on the front
  -special trim/rat guard did not resolve water issues as promised because it could not be used
  
  Informed Custom Built Structures of all issues prior, during, and after installation. The manufacture said they would refund me $1400 but never did. I want at least a 25% refund for all the damages.

  Customer Answer

  Date: 06/01/2023

  Good morning *******,

   

  I can’t figure out how to respond through the link sent so I wanted to email you regarding my complaint.

  Uriel called from custom built structures on 5/10/24. He assured me that they would resolve all matters; however no one has been here to fix the issues. I tried calling him on 5/30 and 5/31 leaving voicemails but he never returns my calls.

  I will try to call a few more times but this is what they did to me in January when the building was installed and I let them know everything that was wrong.

   

  Thank you.

   

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

  

  Business Response

  Date: 02/15/2024

  See attached response.

• Initial Complaint

  Date:01/30/2023

  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 purchased this garage last year. I had issues with this building since it got here. 1 the building wasn't set up correctly when onsite. 2 I had issues with the guy Adrian that sold me the building he stated to me in the event I have any issues during the buy-in process reach out to him he was MIA most of the time when I had issues with this building. 3. I am giving this review 2 starts bc on the exterior the building looks great on the interior it looks great until it rains and it comes into the building. After months of text messages and calls I decided to call again (Called 2 weeks ago and left a voicemail no one called me back, they rarely call back anyways) someone finally answers and tells me that they do not warranty the issues I am having go figure!!!! Some type of seal with epoxy needs to be put down, Amazing I wish I would have knew that before purchase. They are not about having a relationship with people and the integrity of the product they are for sure about $$.For every phone call I have made NOT one person has stepped up and Said we are sorry you all are having this issue and we want to get a solution to your issue so you can be confident about what you have purchased and love it! Today I am waiting for a letter saying they cant fix it as I spoke to a lady name Ruby today, which how does she know what the issue is she didnt even ask to see photos I only explained to her the best way I could but I would want to see actual photos of the issue if it was me.
  I even had to try something from amazon. My next step is to have sand bags put by the area to stop the leaking of water inside my building. O what joy to spend thousands of dollars on a product and it looks good but has issues o how amazing it feels to add more to my plate. I just put towels down now to soak up all the water hopefully this ends once summer hits and no rain bc CBS pretty much said they won't do anything for us!

  Customer Answer

  Date: 02/14/2023

  I have not heard from the business in response to my complaint.

  
  

  

  Business Response

  Date: 02/15/2024

  See attached response.