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Customer ReviewsforKustom US, Inc.
6 Customer Reviews
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Review from Joseph G
1 star05/21/2024
We have been dealing with this company for going on 7 months now! I should have listened to my wife, when at 1 in the morning when we had our house fire (Power panel blew up, smoke damage upstairs and downstairs), this guy shows up to give us his "Business Card' for Kustom Restoration, and to tell us that he is "Here to help". My wife called him an ambulance chaser, She was right.After 7 months, we still do not have the right stove (3 try is a charm, right *****?) We are still waiting for the correct HW heater we purchased in January. I should have made a blog about this nightmare, but 1- I did not see this job lasting as long & 2-I will just upload screenshots and emails between us and Kustom. We lived 1 month with no water other than what we got from the tub, after ***** told us "Sure, your ok to move back in!" My sone did not have a working bathroom for over a month, (This is after they caused the sewage to backup downstairs, and tried to blame us and attempted to file another claim. (We had pictures of the paper towels they shoved down the drain, AND video from roto-rotor tech pulling out the same paper towels from the pump.I could also tell you about they only put the front feet of the washer and dryer, not the back feet. Which caused the metal corners of the W/D to ***** the **** floor. Still waiting for that, the blinds, the floor molding, sealing my son's toilet, lights, screens for my windows, front door seal, (When the sprinklers came on this month, the water flooded the landing, as there was no weather stripping around the door. I can only get them to text, as they will not return phone calls or emails, is when I called their corporate headquarters. But I have to do this every 2-3 weeks otherwise the show up for 2 hours every 2 weeks on average. Still no mirrors in the bathrooms, *****?? they have been sitting in our front room for a month now! I will say.Kustom US, Inc. Response
06/07/2024
Thank you for your feedback. We sincerely apologize for the issues you faced. Your concerns are important to us, and we're dedicated to resolving these concerns. An Operations Manager will contact you to discuss your experience in more detail and address any unresolved matters.Review from Chris S
5 stars03/14/2024
I am happy with the support I received from Kustom during my stressful house flood. I had direct communication with the **************** teams. My house was fully gutted and I'm happy with the restoration procedure they provided, as I was able to provide input throughout the procedure.Kustom US, Inc. Response
03/19/2024
Thank you so much for taking the time to share your experience with Kustom during such a challenging time. We understand how stressful a flodded house can be, and we're glad we could be there for you every step of the way.We greatly appreciate your kind words about our repair and remodel teams. At Kustom, we strive to maintain open communication with our clients to ensure their needs and preferences are met throughout the restoration process. It's wonderful to hear that you felt empowered to provide input, and we're delighted that you're satisfied with the restoration procedure.Should you ever need our assistance in the future or have any questions, please don't hesitate to reach out. Your satisfaction and peace of mind are always our top priorities.Review from Terry T
1 star12/20/2022
Think twice before allowing this company to do any work for you. They were somehow recommended by my insurance carrier (large national brand) to check out a rooftop terrace leak that I had. While awaiting an insurance response, Kustom came out to tarp the terrace temporarily. Somehow tarping a terrace with 120 square feet of tarp and a roll of tape took 19 man hours to complete despite the fact that the actual job took less than 2 hours for 2 guys. Further, they used a super expensive heat shrink type tarp that was never heat shrunk to any surface despite that being the "recommended" product for the job. The tape came free from the Stucco less than a day later. Upon work completion, they provided a single line item quote for $1658 (before the "discount" was applied this was supposedly a $2800 Job!) After several requests for a more detailed quote I was told by a manager at Kustom that my urgency was "comical". I never saw their original invoice hit my inbox but apparently instead of following up to ensure I received it, Kustom decided instead to file a lien on my property. How's that for comical. The invoice that I did finally receive was so full of anomalies and misdirected line items that you would need to be a forensic accountant to understand it. At the end of the day there were "discounts" provided against line items that weren't even supposed to be charged in the first place - but the most egregious, and potentially fraudulent charge, was the labor. Trying to listen to them legitimately and honestly explain how taping down a tarp took 19 man hours was probably the most preposterous thing I'd ever heard. My experience with Kustom was terrible. I was ripped off, financially threatened, and insulted at the same time. Avoid them at all costs. I gave them one star only because you have to choose a star rating.Review from Tricia O
2 stars09/02/2022
We have been working with this company for over 7 months to repair water damage to kitchen and 2 bathrooms. They approached us, and said they work with insurance claims and have satisfied customers all the time. However, this has not been the case for us. It takes weeks to get anyone to come and do work. They don't come on the days promised, and sometimes they show up in the evening. Our main floor and one upstairs bathroom of the home have been unusable since January of 2022. It is now September. We are given one excuse after another for why the work is not finished.Review from Maryanne B
1 star04/16/2022
Hired ****************/Kustom to repair my home after a tree fell across the front of it August 10, 2020. Short story...they have destroyed my home. It's uninhabitable. I haven't lived there since the tree fell on it in 2020.
August 7th 2020, i was attacked by a patient and sustained two concussions with traumatic brain injury. August 10, 2020, a huge tree fell and damaged the front portion of my home. I didn't understand what was happening or what to do.I told this to my insurance agent and asked for his help. He recommended ****************/Kustom as they had done some work with ********** in the past. I told Jake *********, project manager from ****/Kustom, and the state farm adjusters about the brain injury and my cognitive disabilities. When the tree bounced off the roof both double entry doors imploded. They only boarded 1/2 and taped a sheet of plastic on the other half. Sat that way for months...rodents, feral cats, bugs, squirrels, etc roamed freely in and out of the house. Anyone could have walked in. Tarps on roof not secure. Water leaking through ceiling. Nothing else was done until May of 2021. He moved everything out of the house and put it into their storage. Nothing further done until September when a shoddy subcontractor started to demo the walls and ceilings upstairs. They worked when they felt like it. No care taken to protect anything. Pulled down the ceilings with the light fixtures and fans still attached. Water still leaking in through the roof and the garbage drums being used to catch it were close to overflowing. October 2021 he took off the top of the house: roof, attic, attic floors, dormers. Never a full crew. Never a full work week. Laid some kind of old woven "tarp" flat across roof. No pitch. The tarp didn't reach all the way across, about an inch short from the back of the house. A heavy storm came through. The tarp failed andflooded the entire 2 story house and basement.The house is just a shell. Really screwed a brain damaged girlReview from Steve H
1 star12/06/2021
Don't walk RUN away from Kustom!!! We were referred to Kustom Jacksonville through Contractor Connection 5 months ago after a house fire caused extensive damage to our home. Things moved very slowly from the start. It was not all Kustom's fault as we had to wait for the final fire investigations, but once those were completed things didn't move any faster. I spent hours with Jason and Marc on walk throughs an revising the 48 page work order. However the returned work order was missing serval of the changes. I was told to just sign he contract and the rest would be fixed with a change order. After weeks of waiting I finally received the architect renderings and everything was wrong, wrong footprint, no doors, wrong support posts, wrong roof over the new deck. The rendering was worthless. I contacted my liaison at Contractor Connection and they immediately contacted Jason to explore the issue. Jason immediatley texted me that I was "not worth the headache" and he "didn't need the work". He would send back my deposit minus fees and design work. Jason even signed off on the customer satisfaction survey as the customer that the job was completed to satisfaction. WHO DOES THAT?? Needless to say my lawyer has been briefed and this one is far from over. Save yourself the pain and pick someone/anyone else.Kustom US, Inc. Response
12/10/2021
Kustom representative met Mr. ****** on July 1, 2021 to perform a walk-thru. During another visit to the property on August 10th, Mr. ****** discussed potential additions and changes he wanted to have performed outside of the covered insurance estimate. There have been multiple revisions in an attempt to reach an agreed scope. It was agreed to obtain an architect to assist with finalizing the plans in order to produce an accurate scope. On October 22nd, an initial contract was signed and a deposit received which allowed us to move forward. An architect was hired and we were told it would take approx. 6 weeks to produce the plans.
On November 29th we contacted Mr. ****** to inform him the plans were not complete but we wanted him to review the 1st draft to confirm the layout was accurate. Mr. ****** responded via email that everything on the plans was wrong and he did not wish to continue. We also received communication from Contractor Connection that he was unhappy and requested a refund.
Our office is currently in the process of issuing a refund check back to Mr. ******, we are only charging for the cost to date incurred by the architect and nothing more. Mr. ****** can continue to work with the architect without Kustom's involvement.
While it is never our intention to leave a customer unsatisfied, we feel we have done everything to assist Mr. ****** with the changes he was requesting. At this time we are honoring his request to not move forward with Kustom.Customer Response
12/13/2021
The reply from Kustom is inaccurate. I was told 3 weeks for the plans and when the plans arrive we would be able to move to permits. At the same time I was told that we were close and I should submit for the demo permit to start Dec 6th. Which I did. I at no time canceled the contract with Kustom. Minutes after I contacted my case manager at ********************** and that case manager in turn contacted Jason I received a text message that simply said, "I don't need the work" and "It's not worth the headache". All of this is documented by Contractor Connection and the claim has been elevated within their referral system as well.
PS I was also told that Kustom would have refunded my 80K deposit by now, as of now we still have not received any refundKustom US, Inc. Response
12/16/2021
Payment received from customer was $74,234.21
Invoice for architect drawings $3,900
Amount refunded to customer $70,334.21
Check number ***** was mailed out on 12-13-21 and should be received within the next few days.
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