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:11/12/2024

  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.

  see uploaded/attached supporting documents which includes a bullet point summary.

  Business Response

  Date: 11/27/2024

  Please see attached Dispute Summary Replies for answers and pictures to all questions.  We even attached the Credit Card dispute that was filed against us twice and we won both times in our favor.

  We were on time to each appointment, we tried our best to work with builder, the homeowner and other trades. We did an exceptional job with the inside seal. The homeowner made it very clear from the very beginning she wanted the service done for free and in our opinion when she couldn't get it, she is going after us via BBB.  We have pictures showing our install was done correctly, our jobs are timestamped using the Service Fusion CRM, everything and we add, do or change is paper trailed. 

  Its unfortunate the homeowner is unhappy with the install. Our offer stands that we are willing to take a look at any of the issues and adjust as needed. 

  Customer Answer

  Date: 12/06/2024

   
  Complaint: 22542542
  
  I am rejecting this response because: The business never responded. I reattached my original documents again.
  
  Sincerely,
  
  ***** ***

  Customer Answer

  Date: 12/10/2024

  Hi there, 

  The business completely lied in their response. As I outlined, there were 6 appointments that were ALL messed up by either being exceedingly late, never showing up, or showing up without parts numerous times. The seal I paid for is obviously not done or there would be no light shining through where the garage door meets the opening. The images prove that work was not done or not done properly. They also left shards of metal everywhere which was insanely dangerous. I contacted them to come out and fix the issue, they have STILL yet to respond which is why I filed the complaint. They stated above that they are willing to come out and look at it, but that is not true, otherwise I would have been contacted instead of being ghosted and ignored for months on end. Because this has been going on for so long, and because I gave them 6 appointment chances to make it right, had to get the builder involved, have been completely ignored by the company and paid for a service that was not done or not done properly, I just want a refund and to put this behind us. The company stated that I wanted this done for free from the beginning is insane. After the 4th problematic experience/appointment with the company, I reached out for them to make it right by doing the service for free or discounted. Prior to having so many issues with the company, I never hesitated to pay exactly what they were asking for the service. No responsible company messes up 6 appointments, ghosts a client who just paid hundreds of dollars for a service that was not rendered, nor do they leave dangerous shards of metal for kids's feet, dog paws or cars to catch. Other clients have had similar bad experiences that I read from their reviews. They cannot be trusted. 

  Business Response

  Date: 12/11/2024

  Again, we are sorry for your frustration.  All of our communication is time stamped, documented and saved.  We have time frames for our appointments. If we are running late we send a courtesy late message with information on how we can adjust the appointments (all of which are time stamped and documented).  We made each appointment and we did our best to work with the other trade partners, builder and home owner. We have submitted pictures for work completed showing proper installation.  If there is any issue with the product or install we can be contacted by phone or email to schedule an appointment to make necessary adjustments.  Our technicians are professional and leave the area clean and neat.  We have responded to each email, review, and complaint.  If you have any more concerns feel free to contact us.  Thank you

  Customer Answer

  Date: 01/16/2025

  Hi there, 

  It has been an additional couple of months and still nothing from the business. There has been no accountability. The business never contacted me since my last call to them. They have not offered to me what they told BBB they did. They have not refunded me. They have done NOTHING. I provided heaps of evidence and information with no resolve. Please update me on what is happening and how the BBB is holding CSG accountable. 

   

  Thanks, 

  Amber

  Customer Answer

  Date: 01/16/2025

  No, none of that is true. You are not sorry or you would have solved this issue a long time ago. You had numerous opportunities to make this right by fixing the seal and actually providing the service I paid for. You failed to show up to the last appointment to fix the seal and never even called me back when I called to ask why no one showed up. I posted a review to help others not have this same issue and to share my horrible experiences with your company and that is why you won't contact me or refund me. I logged each appointment and submitted that information along with my complaints and in my emails to you. I also have call logs and that proves you never called me back. Over the 6 appointments I had, your technicians were late, showed up with no parts, had no clue why they there, no showed, left HUGE shards of metal, failed to seal the garage (images prove that.) You have never contacted me to make this right and have had every opportunity to. You failed to provide a service that was paid for. It is very simple. I included, again, the summary of appointments and my experiences below. You need to refund the money I paid for a service that was never rendered. 

  
  - Initial appointment technician showed up late and without parts to tighten garage tracks that were under warranty. At this point in time, I asked about sealing the garage and pricing. The point of sealing the garage was to eliminate pests from entering the garage and to regulate temperature. The technician said that the builder needed to level concrete around the garage to complete the seal which the builder completed promptly. I called to reschedule the CSG technician once the concrete work from complete. 

  
  - Second appointment, technician showed up with no parts again and had no clue what he was there to do. I reminded him that it was to tighten tracks and seal the garage. I called to reschedule again and expressed my disappointment. 

  
  - Third appointment technician showed up outside of service window, so I called to reschedule and report the no-show and express my frustration. I took PTO to be there for these guys 3 times and with no progress or resolve. 

  
  - Fourth appointment technician once again showed up with no parts and further more didn't know what he was there to do. At this point, I called and asked for the contact of a Manager. I emailed ******* the situation and he tried to defend the above and would not comp the sealing, but finally agreed to discount it after lots of correspondence. We rescheduled for when my mom could come since I could not take any additional PTO. 

  
  - Fifth appointment the technician met with my mom and "sealed" the garage and tightened the tracks. I called to pay promptly right after the service was complete. When I got home, there were HUGE shards of metal everywhere! I was so upset that they were so careless. We were very lucky to not have any children or dogs step on a sharp piece of metal or any cars run it over. As the days went on, I realized that crickets and bugs were still coming in and that the temperature was not any cooler than outside. When I looked closely at the garage door edges, I could see that light was coming through and that the door was not sealed at all. I called *** and they claimed that they knew it was not sealed, that they would come back out and that the builder needed to do more concrete work. I asked why they never disclosed this before and why they let me pay when they knew the garage was not sealed. They also never notified the builder of any issues on their end. I let them know about the shards of metal during this call. We scheduled a time for the technician to come back out.

  
  - Sixth appointment the technician was a no show. I called *** and expressed that I wanted a refund on the service so that I did not have to deal with this anymore. ******* said that I could not talk to anyone for 2 weeks as everyone was on vacation. I asked her to escalate this to someone else. She refused. We left it that I would get a call when everyone was back from vacation. I never received a call, text or email. I wrote reviews based on my experience and then called ***** to recoup the wrongful charge for a service that was never rendered.
  
  

  Customer Answer

  Date: 01/22/2025

   
  Complaint: 22542542
  
  I am rejecting this response because:

  Date Sent: 1/16/2025 5:55:22 PM
  

  No, none of that is true. You are not sorry or you would have solved this issue a long time ago. You had numerous opportunities to make this right by fixing the seal and actually providing the service I paid for. You failed to show up to the last appointment to fix the seal and never even called me back when I called to ask why no one showed up. I posted a review to help others not have this same issue and to share my horrible experiences with your company and that is why you won't contact me or refund me. I logged each appointment and submitted that information along with my complaints and in my emails to you. I also have call logs and that proves you never called me back. Over the 6 appointments I had, your technicians were late, showed up with no parts, had no clue why they there, no showed, left HUGE shards of metal, failed to seal the garage (images prove that.) You have never contacted me to make this right and have had every opportunity to. You failed to provide a service that was paid for. It is very simple. I included, again, the summary of appointments and my experiences below. You need to refund the money I paid for a service that was never rendered. 

  
  - Initial appointment technician showed up late and without parts to tighten garage tracks that were under warranty. At this point in time, I asked about sealing the garage and pricing. The point of sealing the garage was to eliminate pests from entering the garage and to regulate temperature. The technician said that the builder needed to level concrete around the garage to complete the seal which the builder completed promptly. I called to reschedule the CSG technician once the concrete work from complete. 

  
  - Second appointment, technician showed up with no parts again and had no clue what he was there to do. I reminded him that it was to tighten tracks and seal the garage. I called to reschedule again and expressed my disappointment. 

  
  - Third appointment technician showed up outside of service window, so I called to reschedule and report the no-show and express my frustration. I took PTO to be there for these guys 3 times and with no progress or resolve. 

  
  - Fourth appointment technician once again showed up with no parts and further more didn't know what he was there to do. At this point, I called and asked for the contact of a Manager. I emailed ******* the situation and he tried to defend the above and would not comp the sealing, but finally agreed to discount it after lots of correspondence. We rescheduled for when my mom could come since I could not take any additional PTO. 

  
  - Fifth appointment the technician met with my mom and "sealed" the garage and tightened the tracks. I called to pay promptly right after the service was complete. When I got home, there were HUGE shards of metal everywhere! I was so upset that they were so careless. We were very lucky to not have any children or dogs step on a sharp piece of metal or any cars run it over. As the days went on, I realized that crickets and bugs were still coming in and that the temperature was not any cooler than outside. When I looked closely at the garage door edges, I could see that light was coming through and that the door was not sealed at all. I called *** and they claimed that they knew it was not sealed, that they would come back out and that the builder needed to do more concrete work. I asked why they never disclosed this before and why they let me pay when they knew the garage was not sealed. They also never notified the builder of any issues on their end. I let them know about the shards of metal during this call. We scheduled a time for the technician to come back out.

  
  - Sixth appointment the technician was a no show. I called *** and expressed that I wanted a refund on the service so that I did not have to deal with this anymore. ******* said that I could not talk to anyone for 2 weeks as everyone was on vacation. I asked her to escalate this to someone else. She refused. We left it that I would get a call when everyone was back from vacation. I never received a call, text or email. I wrote reviews based on my experience and then called ***** to recoup the wrongful charge for a service that was never rendered.

  
  
  Sincerely,
  
  ***** ***

  Business Response

  Date: 01/22/2025

  The service has been completed and the inside seal is installed.  Please contact us at ************ if you would like us to look at the workmanship.
  
  We requested pictures of the large metal shards.  We do not use tools or material that would cause large shards of metal to thrown around.  We have yet to receive these photos that are time/date stamped.  Feel free to email them to us.

  Service has been rendered so we are not giving a refund.  The original service was already discounted because you purchased a home with one of our trade partners. Feel free to contact us if you would like us to look at the workmanship.
  
  We have already responded to all appointments we have been to.  We have time frame windows and sometimes have to work with other trades to accommodate them.  We also have every appointment, email and message logged and time stamped in our system (which we also have already been uploaded).  If we are ever running behind schedule we reach out to let our customers know and work with them.

  We value all of our customers and their experiences.  If you have any questions or concerns feel free to call or email us and we can assist.

  Thank you for choosing CSG. 
  
  
  
  

  
  

  Business Response

  Date: 01/22/2025

  The pictures she are attaching are not part of of the inside seal installment.  The light from the middle of the garage as we explained to here is the green cut that all garage doors must have in the middle of their garage.  The light from the bottom sides is from the stem work her concrete worker completed. 

  Customer Answer

  Date: 02/10/2025

  This complaint is not resolved in any way. The business has lied, never fixed anything, nor have they contacted me to make it right, or refunded the service I paid for that was not rendered. The images I provided prove that the service I paid for was not done. I also provided a detailed timeline of the 6 horrible experiences I had with the business. The builder who recommended *** also wrote a letter I shared with BBB pertaining to the issue as a third party. 

• Initial Complaint

  Date:02/06/2024

  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 contacted CSG on January 30th with regards to a faulty garage door installation. ******* crassly dismissed my concern and pushed it to Beazer Homes ( a separate entity) even though I mentioned it was installed by CSG and that she should have record of the installation. She again pushed the query to Beazer. After contacting ****** and knowing that CSG did the installation, I called again today (February 5th) and ******* says "oh you are out of warranty as of January 31st" without hesitation. So you coincidentally left that information out when I called you and claimed you didn't see that yet you were fiercely armed with that information when I called today? Fine! Well, what can we do? ******* said "We will get someone there to do an estimate for repair" To which I repeated I called you folks 5 days ago while under warranty and you pushed me off, she then set an appointment for Thursday the 8th without asking my address, name, phone number, or any other pertinent information. That proves right there she had all my information and purposely left out pertinent warranty information on my original call as she likely didn't want to handle the issue. Hopefully this is something we can rectify soon. I have call logs with times and dates for record. I will be contacting you folks through additional means as well. Thank you for your time, I look forward to a prompt response to this issue.

  Business Response

  Date: 02/06/2024

  Good morning
  I am sorry for the confusion and frustration you experienced in setting up an appointment to look at your garage door opener.  I understand this opener was  purchased by an outside vendor and we were hired to do the installation.  I am including the appointment history we have for this property. 

  
  On 1/23/2023 we had an appointment for a warranty request sent to us by your builder, ******.   ************** fixed the weather strip and lock.  We also gave a quote to install an opener the homeowner had purchased from an outside vendor. Our cost for this service is $195.  We do not warranty the product itself since it was not purchased through us, however, we can look at any installation issues. 

  
  On July 13, 2024 we responded to another warranty request sent to us by ******. We were able to reattach the trim on the outside of the garage door during this appointment. 
  In regards to your current request, this is simple miscommunication.  When someone calls into our office one of the first things we ask for is the property address so we can look up the home (if we have been out there previously).  When your file opens up it shows that the house closed on 12/22/2022 so the garage and opener purchased through Beazer is outside of our one year warranty.  If you have any issues with your contracted garage door or opener through Beazer outside your one year warranty you can contact them directly.

  
  In regards to the installation of the opener you purchased from an outside vendor and had us install, it looks like it was installed on 1/30/2023.  Even in the one year, we could only warranty the technician's workmanship and address any installation issues. We do not warranty the opener because it was not purchased through us. We have no problem with sending a technician to your property to see what the issue might be and we do not ask for any payment for these estimates. 

  I see that we have you scheduled for 2/8/2024 to identify the issues you are having with your opener.  If there are issues regarding the opener itself, we have contact numbers for you to use.  If there is an installation issue, we will address it.  Management has already reached you directly to make sure everything was set up properly for your appointment prior to us going out there. 

  
  Again, I am sorry for the miscommunication you had in setting up your appointment. Unless instructed otherwise, we will see you on 2/8/2024.
  

  
  

  Business Response

  Date: 02/14/2024

  Update:

  We went out on 2/8/2024.  The opener needed adjustments.  Even though we did not sell them the opener (it was bought from a third party by the homeowner), we serviced it anyway without charging. We would normally charge a service fee for openers we did not sell. 

• Initial Complaint

  Date:03/13/2023

  Type:Delivery 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.

  In March of 2022, I paid $6278 as a deposit for a replacement garage door with Custom Specialties Group. The representative from the company was *************************. On April 18th, I emailed ******************** to get an update as to when I could expect my door and I was told it would be 8 weeks from ordering, which meant it would arrive by end of May. Over the next several months, I continued to reach out to ******************** and was repeatedly told that, due to supply chain issues, my door was being delayed. Meanwhile, my HOA had begun to fine me for damage to the garage door I had. Finally, in October, they arrived to install my new garage door, but AFTER hours of installation, they realized the door did not match my other garage door in design or texture (I have to separate garages). Additionally, the door they installed was white, and the expectation was that it would be painted afterwards. They left the mismatched, unpainted garage door in place and assured me that they would have the correct door to install by November 9th. November 9th came and went, and I kept being given later dates. Meanwhile, my HOA was now fining me for having two garage doors that did not match in color (one was white and the other was brown). FINALLY, on January 20th, they came again to install the new door. HOWEVER, after installing this door, they realized, AGAIN, that they had installed the wrong door. Again, they left me with a mismatched, unpainted garage door. Again, I was assured that I would be put on a rush order to get the correct door as soon as possible. It is now almost another two months later, and they cannot give me a firm date for delivery and installation. Ti this date, I have wasted money on HOA fines, and I have wasted time having to show up to HOA meetings to explain this situation. What's worse is that I have to call THEM for updates rather than them contacting me every few weeks or so to let me know what's going on.

  Business Response

  Date: 03/16/2023

  Tell us why here...
  We are sorry for the inconvenience.  We have been experiencing heavy delays from our suppliers the past two years.  The turnaround time has been starting to improve. The panels were ordered correctly but unfortunately we were sent the wrong product. This can only be discovered upon install as we do not want to unbox any panels to prevent damage in transit.  We placed an order for another new garage door to match the existing new garage door we just installed.  In the end you will be getting two new doors.  The *** for this door is 4/7/2023. 

  
  Once the door has arrived we will contact you to schedule the installation at your earliest convenience.  If you can send copies of the *** fines directly related to this situation and price quotes for the paint work, we can look at them to see how we could be of assistance to help prevent any more *** violations in the meantime.