Complaints
This profile includes complaints for American Custom Exteriors & Interiors, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 2 total complaints in the last 3 years.
- 2 complaints closed in the last 12 months.
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Initial Complaint
Date:10/13/2024
Type: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 12/29/23 I agreed with American Customs Inc. on a projected price and was promised it would not to exceed 15% of $95,000. I paid $4,500 to get the project started. I was told not to worry and that we would not go over the projected price. I waited over 8 months and was told $115,000 and I agreed on the $115,000 the very next day given a bill of $129,000 1 week before we were going to start the build and was told the price will now be $129,000 and we are now not including the options that we agreed on originally agreed on (flooring included, matching exterior siding ect). When I questioned the price I was ignored or blown off then finally received a call after family member called a friend who works there. I was called back finally by an owner who said he will find out what happened and never called me back. I called the sales rep 2 weeks later who started the agreement with and was told that they will no longer be doing the project and will be keeping my money and sent me a false breakdown charging me for workers who were at my house for 15-20min (literally cut 2ft x2ft a hole in interior drywall only which took 15-20min) to look in the wall and charged for 4 hours for 2 workers ($1,200 for a hole in the wall that they never even vacuumed when they left). The hole is still in my wall and never fixed it. I called the main office and no calls were ever returned to me. I am disputing this charge of $4,500 because I feel scammed. I was given a price, the contractor no longer wanted to take on the project and they kept my money. I was pushing for 8 months to get started and they were too busy for my project so they hiked up the price to get rid of me. The business never tried to fix the problem. They just made a false bill and never called back.
Business Response
Date: 10/25/2024
To Whom It May Concern:
Mr. ****** paid $ 4,500.00 to cover the costs associated with the actions required to develop plans and a scope of work for an addition on his home. He signed a Design Build Contract that clearly states what that payment was for and that it is non-refundable. (See attached copy of said contract and highlighted areas.) This payment covered preparing for the inspection of the structure of his home (which entailed having to cut through an area of drywall in order to access the actual framing of the house,) three site visits by the architect, and the costs associated with the architect’s assessment and designs for the project.
The inspection of the ******’s home uncovered unforeseeable concerns with the existing framing, including rot and structural issues. The scope of work had to change significantly to deal with these issues. In addition to this, they had decided to do a walk-out basement and ***** door system, which also added costs, resulting in the quote for the project being more than originally anticipated.
All of this information has been explained to them and they chose not to complete the project due to the expense. That is their right. It does not, however, release them from the financial obligation that they signed for and agreed to for the services already performed i.e. - the home inspection, three on-site meetings with the architect, and drawings that they now own.
The claims made in their complaint about not being called back and the company “no longer wanting to take on the project” are not true and actually extraneous to the issue at hand. The fee that they paid and want refunded to them has nothing to do with the communication or our desire to complete the work. Again, it covered the costs associated with development of the project, as has already been explained.
Having said that, please note that I did in fact speak to Mr. ****** personally about this project and their concerns more than once. You can also see from the email thread that Steve G********, the estimator they were working with, was in communication with them regularly. One of the emails provided with this letter includes a request made by Mr. ****** to communicate only through email (see highlighted area.) So, his assertion that his phone calls were not being returned does not make sense.
There is no reason that the payment they have made should be returned to them. It was for services and items that have been completed and provided to them.
Thank you for your time.
Kevin T. G*******
President
2015 Maiden Ln.
Rochester, NY 14626
###-###-#### Phone
###-###-#### FaxCustomer Answer
Date: 11/13/2024
- Reponses to #1 in last American customs response to my
rejection:
I sent email proof that I was not being contacted or called
back and even received an apology in the email. How much more proof is needed?
Your response is not valid. I am the only one showing any proof of what I am
stating.-Reponses to #2 in last American customs response to my
rejection:
I agree to the first sentence. Yes! I was told “multiple
times” that I would get my money back if it was over budget even though I
signed that paperwork. I showed again proof in the copy of the email that I
attached to my rejection. Thank you for confirming what I stated.-Reponses to #3 in last American customs response to my
rejection:
American customs admits that they are incorrect about how many
men were there to cut the hole in the wall/ ceiling 2 workers not 4. American customs
is not admitting that they were there for 30 minutes in and out. I provided a
picture of the drywall cutout. Any reasonable person can see that it would not
take 2 workers a total of 4 hours to cut that hole in the drywall. They didn’t
even clean up and vacuum. My wife and I cleaned up after they left. This truly
shows how dishonest they are being. They are charging me $300.00 an hour for 4 hours
and billed me for $1,200.00 to cut the hole in the drywall that is about 2 feet
by 2 feet and never repaired the hole.-Reponses to #4 in last American customs response to my
rejection:
I agree that it states
on page 3 that I will be billed “owner for cost” and the structure repairs and
not priced in to the proposal final price of $129,100.00. That’s my point
exactly. The total cost on the last page of the proposal shows $129,100.00
without the structure repairs included. American customs stated that the high
price was due to structural repairs but NO structural repairs are included in
the proposal and I the owner will be billed in addition to the $129,100.00 for structure
repairs. This shows that the original quote of $95,000.00 was not honestly given
and was just a number so I would sign up with them and not another contractor
and American Custom can collect my $4,500.00.
Page 3 states: “Note: Some structural repairs may be needed
to correct rotted conditions to exterior wall found during evaluation. ACE will
open up exterior wall and determine these conditions and report findings to
home-owner for cost.”
American Customs cannot and should not be able to take advantage
of customers and as a professional business they have a responsibility to quote
acutely, professionally and honestly. American Customs can simply make money
giving quoits for a low price collecting thousands of dollars change their mind
on cost or if they even want to get involved in a project anymore then jack up
the price and keep the customers deposit money. It is the perfect scam when you
have an owner sign paper work stating that they won’t get their money back but verbally
and through email assure the customer that they will get money back. They try to
cover up the unspent funds of the deposit and act like it was spent by lying
and about worked preformed and how much time it took. A professional business
should not give a quote and make customer wait 8 months only to tell the customer
that are going to start in 1 week and the price is up over 40% not including
everything that was originally agreed on and not a total bill including repairs
needed. They put billing “owner to cost” throughout the proposal so they can
raise the price throughout the project locking in the customer with NO choice
but to pay their final bill. I have showed proof of everything I have stated. They
have not showed any proof. They left a hole in my wall and ceiling. They did
not call me back. They just want to keep my hard earned money so they can easily
collect $4,500 for a very bad dishonest quote.
In the last sentence of America custom last response they
said there was no balance due. Again they are changing the story because they
sent me a bill with a balance of $150.00 which I attached.
I am so surprised that they will not stand behind their
word. American customs should look at this and learn to improve the way they do
business in the future. If they give me my money back I will leave this alone
and not take further action.Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID 22416524, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]
Regards,
Frank ******Business Response
Date: 11/18/2024
I do not think Mr. ****** understood our most recent response. The layout of the response was this: We numbered and listed HIS statements and complaints and then in a bullet point under each of HIS statements is our response to each of HIS STATEMENTS. We ARE NOT MAKING OR AGREEING WITH THOSE STATEMENTS. We listed them in order to respond to each one.
He simply keeps missing the point...the contract that he signed was for the hours spent and the services rendered to design the project he wanted to do, in order to then estimate what the project would cost. We can't just look at a house and know what an addition project will cost to build. There are a multitude of factors that have to be figured out and taken into consideration. An architect has to be involved. Drawings/plans have to be created. NONE OF THIS IS FREE. He signed to have all of this to be done and that is what his payment was for. It was NOT a deposit and there are NO FUNDS LEFT to return to him. They were spent on the design time, the meetings with the architect, the workers at his house, and the plans that were drawn for him.
Initial Complaint
Date:10/03/2024
Type: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.
8/14/24 I had an appointment with Marc T****** From American Custom Exterior & Interiors to discuss an estimate for my roof and siding to be repaired. When Marc arrived at my home, I advised that I was wanting a contractor to view our roof to determine if we needed to file a claim on our homeowner policy. Marc advised that he and his company were providing estimates for persons who were signing an authorization to "allow them to work with their insurance company about the claim" to speed things up and make it easier for the homeowner. I signed the consent form with this understanding and Marc advising that this was "not a contract for work." I, as an informed homeowner, had also contacted other roofing companies for estimates. The other roofing companies provided me free estimates with information about the materials they use, their warranties and property addresses of other properties they had completed if we wanted to see their work. Marc did not provide any of this information, he only requested that we obtain a claim number from our insurance provider and get it to him ASAP. From there, Marc pulled a permit on our home (at a cost of $50) without providing any estimates or warranty and material information to me or having any signed contract with me for work at my property. When I received an email from Sara C***** in Marc's office about the permit they pulled, I contacted Marc asking why he was pulling permits when we don't have an estimate or signed contract for work. Marc explained that "I choose him" to do the work to my home the day he came to inspect our roof. This is NOT accurate. I do NOT choose contractors five minutes after they walk on my property & definitely not without an estimate, info about materials and warranties. Marc is now stating I owe $500 for him showing up to my property to view the roof. I should not have to pay as this was not the way the consent form was presented.Business Response
Date: 10/28/2024
To Whom It May Concern:
I had an appointment with Ms. ****** in August to inspect her roof after the hail storm to assess if the roof was damaged. I completed an inspection of the roof and did find that it had suffered enough damage from the hail storm to be considered an insurable loss. I explained the Mutual Consent Agreement to her. Before signing it, she called and discussed the contract with her husband to make sure it was in their best interest to sign it. I have explained what this contract is and why we use it hundreds of times over the past several years and at least thirty times specifically while dealing with the hail storm damages in Farmington. She is the only homeowner that I have worked with that has taken issue with it after signing it.
After settling a claim, I provide a separate scope of work and contract to the homeowner for them to consider and sign if they would like us to complete the project for them. This contract contains installation details, product options and warranty information. We do not apply for a permit until we have a signed contract. An office employee mistakenly added Ms. ****** to a list of people that had already signed contracts with us to do work on their homes. After communicating with Ms. ******, she realized the error and did not apply for the permit.
It is my opinion that Ms. ****** is asserting that I did not properly present the Mutual Consent Agreement simply because she does not want to pay the $500.00 she owes our company. I did not just “view her roof,” as she stated in her complaint. I completed a full inspection of her roof, wrote up the assessment, calculated the costs of the repairs, and advocated for her with the insurance company to make sure the claim was properly covered. This process takes hours of my time and expertise and there is an expense associated with that. The Mutual Consent Agreement is supposed to protect me and my company from spending the time, money, and expertise on settling claims, just to then lose out on having that expense covered should a homeowner decide to pocket the money or hire another company to complete the work. If a customer does not want my company to complete the work, that is their prerogative. It does not mean that the time and service that we have provided in order for that claim to be settled should be done for them at our expense. This is a business, not a charity or non-profit organization.
Ms. ****** was given a full explanation of the Mutual Consent Agreement but moreover, the agreement itself is clearly explained on the form that she signed. I am going to waive the fee that she owes us just to put this issue with her to rest. In this situation though, it is me and my company that have been taken advantage of.
Thank you for your time.
Marc T******
Vice President
2015 Maiden Ln.
Rochester, NY 14626
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