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:06/17/2025

  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.

  They did the work well, I am happy with that. But they never got a permit from the **** ** *** ******, and never called for an inspection. I called them on the second, the seventh, and the ninth of June. The secretary gushes about how eager she is to help, then transfers me to a recording about " leave a message," but they never call back. I need to have them schedule an inspection of their electrical work, I cannot request it myself.

  Business Response

  Date: 06/17/2025

  Hello  **** first and foremost I want to extend my apologies about no one reaching out to you regarding this inspection I am more than willing to speak with you and get this scheduled I did leave you a voice mail with my personal number that I can be reached at so you don't have to go through the call center you can get straight to me. 

  Customer Answer

  Date: 06/30/2025

  I regret to inform you that this is not resolved. I hired strongbuiltLLC to hook up my hot water heater and stove. The most important part of the job is getting a City of Rio Rancho inspection, and passing that inspection. This should be done in a timely manner. However strongbuiltLLC failed to request such an inspection until  75 days after they did the work, and only after many repeated phone calls I made to them, and my leaving numerous voicemails that they ignored, and finally my complaint to BBB.  I cannot obtain an inspection myself, only they can. An inspection was finally performed  on 6/25/25, WHICH THEY FAILED, due to incorrect placement of three circuit breakers. I had stood next to the electrician as he did it, and told him the breakers need to be stacked on the same side, and he told me no, it did not matter. Well, he was wrong, it did very much matter, and was the reason for the failure of the inspection of his work, He came back to correct his work on 6/27/25, and I asked him to schedule another inspection ASAP. He said something about maybe Monday 6/30/25. This is not finished until I get a PASSED green sticker in my circuit breaker box. 79 days have already passed since I paid them in full for the job. Thank you for your help in getting what progress with them that has been achieved,

  Business Response

  Date: 06/30/2025

  Hello **** we did get this called in for  re-inspection, we have spoken not only to you but to your relator we did go out right away and make the corrections for the inspection and upon my dispatcher speaking to you this morning we did inform you that the inspection is called in for 7.1.25 which we did confirm with you on the phone this morning when you called in. We were quick to respond to the corrections and get them fixed I do apologize this was not in the time manner that you were expecting the city of Rio Rancho will be on on 7.1.2025 for reinspection.

  Customer Answer

  Date: 07/01/2025

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  
  
  Better Business Bureau®:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  
  
  Regards,
  
  
  
  **** * *****

• Initial Complaint

  Date:05/09/2025

  Type:Billing 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 had a water installed in my home on March 13, 2025. After they installed I was told I was not accepted for finance and wanted the balance $4.057.64 paid in full. On May 8, 2025 I received a threatening message from the general manager stating he was taking action to put a lien on my house, he was contacting the city to have the unit removed, and the gas company to have my meter removed. I called him back twice and left messages, I never received a statement so I could make payments. He never returned my call. I received a statement later that day. I responded to his email requesting to make payment arrangements, and letting him know I never received a statement. He responded and told me they sent text messages.

  Business Response

  Date: 05/14/2025

  Hello *******, We have given more than ample amount of time and have reached out numerous times to reach you, during that time you never reached out and it took us sending a letter of non-payment for you to respond we did not want to go down that route but we had no communication form you and now that this case has been escalated on your end we are following the proper steps that the *** requested. We understand times are hard on everyone but we still need to receive payment, upon applying for financing you were aware of the total cost if this was something out of your price range you could have called us and we could've installed your old water heater and taken out the new one. Do you think its fair that it has been almost 3 months with out paying? Do you also think its fair that you never returned our calls? Do you find it fair that you gave the implication that we are bullying you or sending threating messages when you did not pay? Please let us know if you need anything

  Customer Answer

  Date: 05/14/2025

  Complaint: ********
  
  
  
  I am rejecting this response because:
  
  
  
  Why wasn't a statement mailed to me? I do not open text messages because I have received fraudulent charges in the past. My voice message from general manager ***** ********* on May 8 states I have until the end of the day to contact him. I left  him two messages and he never returned my calls. I also asked the manger, **** ******* for his direct number and he told me he would relay the message to him to call me. However, I never received a call back. Do you think it is fair I did not get a chance to talk to him and explain my situation?  I could get financed in the future as I am trying to get my credit cleared up, this is why I wanted to make payment arrangements.
  
  
  
  Regards,
  
  
  
  ******* ******
  

   

  
  

  [To assist us in bringing this matter to a close, the consumer must give a reason why they are rejecting the response. If the consumer does not provide a reason the complaint will be closed Answered]

• Initial Complaint

  Date:04/21/2025

  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.

  For three and a half years we have been exposed to carbon monoxide. We only discovered this because I had a repairman come out to check the air conditioning unit on Monday April 14, 2025. My repairman informed me that not only was the install by Strongbuilt not to code but that it has been leaking carbon monoxide. When my husband called to notify Strongbuilt he was told “let me check the warranty”. He informed the receptionist that’s not acceptable and we needed someone out immediately to which was scheduled two days later. Again, this shows a lack of urgency on this situation. My repairman connected the vent to the water tank of which my husband recorded video of him doing. Strongbuilt arrive on Wednesday and confirm to my husband that nothing was done to code, the installers who did this no longer work for Strongbuilt (thankfully). Strongbuilt told my husband that he was correct that an inspection should have been done but did not take place after initial install. What is mindboggling to me is that Strongbuilt all signed off on the employees’ work. Not to mention Strongbuilt came out June 2023 to (maintenance checkup) service my air conditioning unit. Which was an opportunity for Strongbuilt employees to catch this unacceptable error but yet nothing was mentioned. the supervisor, ****, who came out today asked my husband if he could send us a quote to replace the air conditioner unit that is being replaced by the company who discovered and informed us of Strongbuilt’s failure. My husband said that with the work that has been done he is nervous to go with that company again. **** assured him that the people who previously worked there no longer do and assured that the quote would include a furnace and extra warranties. Implying that human lives are equal to the cost of a furnace and warranty.

  Business Response

  Date: 04/21/2025

  Hello on behalf of Strongbuilt we would like to extend our most sincere apologies. We did replace the water heater under warranty with code upgrades and with city permits pulled free of charge. There was a discrepancy with the water heater on our end not showing as it was installed or paid for through our system. The client did have a maintenance agreement that was only utilized one time back on 6/21/2023 there was no notes regarding carbon monoxide leaks or detection the last call prior we received was back on 5/12/2023 before we were aware of a potential carbon monoxide situation we do extend our upmost apologies as a carbon monoxide leak could have potentially became a dangerous issue with a short period of time let alone almost two years. We are replacing the water heater free of charge and will register the equipment and provide the client with the warranty. We did have steps to follow for the replacement to happen and we are making it right as best as we can. Once again we apologize sincerly.

• Initial Complaint

  Date:03/24/2025

  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.

  HVAC System was installed improperly(no drain line) and has caused three different leaks and resulted in damage to two rooms. Ceiling has fallen in one bedroom and adjacent bathroom. Strong Built apologized and assured me this would be taken care of. It has been over 5 months. I need the rooms restored to their original condition. I have been documenting with pictures and written correspondence and can provide if needed.

  Business Response

  Date: 03/28/2025

  On behalf of Strong built I would formally like to send my sincere apologies, this is not the experience you should have received and this is not how we do business nor is this how we treat our clients. Upon doing research with the restoration company it appeared that there was existing damage to fixtures prior to us going out. I can assure you that I personally would like to see this issue get resolved, for the restoration damages we did pay over $10,000.00 to get that part resolved. I would like to once again extend my apologies and I would like to ask to allow me the opportunity to come up with a resolution within an ample time frame and to have a resolution that all parties can agree on

• Initial Complaint

  Date:01/02/2025

  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.

  Ordered upgrade to a 200 Amp electrical panel. Paid $3000 deposit, but they quit working halfway through the job. Also, didn't complete 2 previous projects. I had to complete the remaining work, so I refuse to pay the balance.

  Business Response

  Date: 01/10/2025

  In regards to the complaint we did an HVAC install on Monday October 18th 2021 as far as removing an existing swamp cooler this was not mentioned and there was not any communication from 2021 regarding the removal of the swamp cooler this has no relevance to the current complaint of the panel upgrade. PNM and the city of Rio Rancho found us in compliance as the city of Rio Rancho did give a green tag for a pre-final inspection, if we were in fact not in compliance then PNM would not have restored power to the home and the city would not have provided a green tag which constitutes as the pre final inspection passed with the city and code ordinates. If the work was unsatisfactory as stated we would be more than glad to fix it. We have not received a phone call regarding the work, We did attempt to reach out on 3/13/2024 to schedule for future services and we have not received a call back only until we were trying to collect payment for services we did. If there was any issues we were not aware about as all of our calls and monitored and recorded for quality and training purposes. The signed estimate for the work we did perform did not mention running any outlets or electrical work for a dryer. We did not connect the existing dryer outlet due to it being unsafe and acknowledged by the customer, we did mention this but it would have been at additional cost which was denied by the customer. The client at the time was remodeling the whole home and was not sure what he was going to do with it and was not sure if the work he was doing was not permitted. We did full fill our commitments, we did go above and beyond and looked at additional circuits at no additional cost. 

• Initial Complaint

  Date:09/19/2024

  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.

  Customer Service after the sale is TERRIBLE! We have had issues almost from the start. Currently I have been waiting almost 2 months for them to repair the intake vent and have had a tech out 2 times, promising they will take care of it and they STILL haven’t been out to FIX IT and now won’t call us back. We have called no less than 6 times! This vent was found by one of THEIR techs to be too small for the unit they installed over a year ago and so our house wouldn’t cool below 76 degrees all summer. It is unbelievable and disappointing that we supported this company because they are Veteran owned and they treat their customers like this.

  Business Response

  Date: 10/03/2024

  Hello,  We have since helped this client we did go out on 9/26/2024 installed the filter girl and did adjustments to the low and high side of cooling we are also going out on 10/14/2024 to maintenance the furnace. The clients issues have been resolved

• Initial Complaint

  Date:11/15/2023

  Type:Order 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.

  Apparently StrongBuilt doesn't respect or appreciate their customers, but only wants our money. My big mistake, thinking that veterans would honor their commitments, was to pay them in full before the job was completed.
  
  The original drain water cleaning was done on October 26, and along with that we agreed that I would get a camera inspection.
  
  They have kept me at home waiting, and afraid to go out, for weeks. And when I text them or leave them voicemails asking when they might come finish the job (a camera inspection), I get no response. That’s inexcusable.
  
  After several weeks I thought it was time to talk to a manager and resolve this issue. When I called I was told to expect a callback from a manager the next day. Another week passed without a manager’s call to discuss my issues.
  
  The Tech who originally cleared my kitchen drain accidentally left his devise at my house. When he came by (weeks later) to retrieve it, I explained my situation and he agreed that, “This just isn’t right.” He then assured me that he would get a Tech to my house the next day or he would do the job himself. But it's been another Weak, and he never showed up. He also will not respond to my texts or voicemails.

  Business Response

  Date: 11/20/2023

  After speaking with the client and hearing out their frustration I was able to resolve the issue, I informed them that this is not how we do business and this is not the experience we offer. I did get them scheduled for 11/21 to get the issue resolved and will use this experience as a training opportunity with our staff. I did inform the client that if they need anything in the future to reach out to me directly and I will get them taken care of 

• Initial Complaint

  Date:06/20/2023

  Type:Billing 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.

  Yesterday, June 20th 2023 called a plumbing company called strong built they send out to young men when was a trainee. I think I’ve been clocked up for over a week now when I wash clothes the water goes into the sink in the kitchen so I can’t wash clothes either. I am on a fixed income. I’m 64 years old and I found a deal if they had going for $30, they came out with a guy but even tried it because he didn’t want to break his machine but this happened after you had to train it take pushing the snake in under the sink he told me that my stuff underneath there is very corroded and I can get a hold of another company after they were done unplugging it, but he never went outside to the drain pipes outside to try putting the snake outside at all didn’t even try. It just told me that he had to put a snake into the top of my roof but that was gonna be $288 which I don’t have . Then he said I can try getting credit to for them to be able to get on the roof and try to sneak it from there anyways long story short ended up I needed to get $500 credit through their company in order for them to help me. I cannot do that I don’t wanna get into any more bills that I cannot afford . But I noticed the training was just clearing and right after he tried pushing it in that’s when the guy that was training him name was ***** time to stop because he might possibly break the machine and he didn’t wanna do that.

  Business Response

  Date: 09/07/2023

  In regards to complaint # ******** we did go out and perform a drain cleaning for $29+tax. We did provide an estimate to the client, the estimate is just a recommendation it is not something that they have to go with. We have not heard from the client since that visit to go and make it right or provide a solution for the client to better assist them. We would be happy to go out and give it a second look and find a resolution for this client. The estimate we left was for us to go and cable drain from roof access vent. This is what the plumber recommended in order to fix the issue.

• Initial Complaint

  Date:04/24/2023

  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.

  They have not finished giving me my complete refund owed to me.

  Customer Answer

  Date: 05/01/2023

  To whom it may concern
  
  My name is ****** *********. The reason I'm writing is I filed a complaint on the 24th and the refund complaint has been resolved with strong built LLC. I believe you need my case number that is ID: ********

• Initial Complaint

  Date:08/23/2022

  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 August 3, 2022 I signed a contract with Jesse to have 2 vents installed for later on in the month scheduled for 8/15/2022 for a total price of $539.38 on invoice #******** paid by Visa card. The very next day I cancelled the contract after discovering that the air conditioning unit still did not work and cutting vents was just going to be a waste of money. On August 4th I cancelled the contract and followed up the same day with Bryanne who asked me to send her a cancellation directly by email so she could get it to the front office so they could credit my card back the $539.38. To this date they have not refunded my card! I called again today explaining that my card had not been credited and was told someone from the office would call me. THEY NEVER CALLED ME AND NEVER DO NO MATTER HOW MANY TIMES YOU CALL YOU GET THE SAME RESPONSE, SOMEONE WILL CALL YOU AND THEY DON'T!!! My bank was going to do a charge back and they were told that the card had already been credited. TODAY IS AUGUST 23, 2022 and all I've received is the RUN AROUND FROM STRONGBUILT. I want my money back! I cancelled on August 4th, 2022 and have all the supporting documentation and emails. This company preys on people that have no knowledge of air conditioning. I was told that my air conditioner parts were no longer made and found out later the same day from another company that in fact there were parts for my air conditioner. I don't appreciate being lied to nor do I appreciate Strongbuilt keeping my money for a service that I cancelled within the 3 day cancellation period per the contract. Selling me a service that I didn't need is dishonest at best but keeping my money and refusing to refund me is highway robbery!!!

  Customer Answer

  Date: 03/22/2023

  No one ever contacted me from Strong Built!  I made 59 calls to them and not one was answered so I had my credit card company do a charge back.  Never in all my years have I seen such poor customer service!Thank you for not forgetting about my complaint.  They are a horrible company and people need to know that they will have a hard time getting their money back for services that are canceled thru this company.