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:12/09/2022

  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.

  See Attached

  Business Response

  Date: 12/13/2022

  December 13th, 2022
  
  
  Re:         ID#******** *********************
  
  
  As per customers request, Custom Remodelers, Inc. has cancelled the order and refunded their down-payment. We thank the Better Business Bureau for their help in this matter.
  
  
  Respectfully,
  Custom Remodelers, Inc.

• Initial Complaint

  Date:11/23/2022

  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.

  We ordered an exterior door on May 15, 2022. The Salesman assured us the door would be installed before the cold, "Late August or early September". It is now almost the end of November and we are hemorrhaging heat because the old door is broken in multiple places. We spent over $4,000 on this door, and we expected better service or at least more communication. Our first install appointment was scheduled for November 15th, and I stayed home from work to accommodate the installer. After a couple hours of waiting, the company called to cancel the install and push it out another week. November 23, 2022 was the second scheduled installation date, and the installer showed up on time. He took one look at the frame and said that the measure technician had made an error and he might not be able to install the door. I was frustrated and asked what the solution was, and pointed out how late the install was. He went out to his vehicle, stating he would take some measurements and see if the door would fit. Then he sped off in his vehicle and did not return. I called the company to inquire whether he would be returning, and they said he was "very frustrated and left for the day". I was so upset by this that I became emotional, and my voice was quaking as I tried to reschedule AGAIN. The woman on the phone, ******, hung up on me before I could reschedule and then did not answer when I called again. What a scam of a company.

  Business Response

  Date: 11/29/2022

  November 29th, 2022
  
  
  Re:         ID#******** ***********************
  
  
  Custom Remodelers, Inc. installed the customers entry door on November 26th, 2022. The installation required non-standard interior trim. We have rescheduled with the customer to install the trim on December 12th, 2022. We thank the Better Business Bureau for their help in this matter.
  
  Respectfully,
  Custom Remodelers, Inc. 

• Initial Complaint

  Date:09/29/2022

  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.

  We ordered a new patio door from Custom Remodelers **** in Jan. 2022. It took 5 Months for Custom Remodelers to get it and install it. However, the door opened the wrong way. They failed to bring the screen, the extension jams and the interior casing. Their installer put the door in, even though he knew it opened the wrong way. It took several calls and about a month before Custom Remodelers finally got it into their heads that the manufacturer sent a door that opened the wrong way. Since May of this year, we have left several messages with the person that schedules the installation. At one point, about 2 months ago, she told us to talk to a manager. He didn't answer his telephone so we left him a message also. He hasn't gotten back to us yet in the 2 month period that has passed. On Sept. 9, 2022, a salesperson called trying to sell us some windows. We told her about the problems that we have been having and she promised that she would forward our problems to the management. O stars is the revue that I have for this company. They did offer to reduce the cost of the job completion by $500, however, we are still waiting for the completion.

  Business Response

  Date: 10/06/2022

  October 5th, 2022
  
  
  Re:         ID#:******** *************************
  
  
  A representative from Custom Remodelers, Inc. has been in contact with customer to address their project.Due to the fact that the manufacturer cannot service the issue with the patio door, Custom Remodelers, Inc. is ordering a replacement door for the customer.We thank the Better Business Bureau for their help in this matter.
  
  Respectfully,
  Custom Remodelers, Inc.

  Customer Answer

  Date: 10/12/2022

   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.

• Initial Complaint

  Date:06/17/2022

  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.

  Final product of the trim on our windows: we had service providers from the company come out and do an inspection and there are several issues which the guys stated themselves and said the company would replace ALL of the trim. A manager from the company came over because they obviously didnt like the fact that the service guys told us they would replace the trim so now they are telling us they are going to fix the trim. I want them to get the trim replaced like the service guys told us originally and make it right. From the beginning of this whole process this company has been nothing but unprofessional and untimely in managing our account. This whole process has been an absolute nightmare and having to pay $38,000 for the whole house, you would think they wouldve handled it better. I could elaborate on every detail that has happened since day one but that would take awhile. I just want them to make this right and get the job done so we can move forward with our lives and stop having to rearrange our family to accommodate the service guys having to come out here all time.

  Business Response

  Date: 06/24/2022

  June 23rd, 2022
  
  Re:         ID#:******** *********************************
  
  
  Custom Remodelers, Inc. reached out to both ******* & ******* and informed them that we are reordering the new trim kits. We thank the Better Business Bureau for their help in this matter.
  
  Respectfully,
  Custom Remodelers, Inc.

• Initial Complaint

  Date:05/09/2022

  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.

  We bought windows and doors from this company and their first attempt at installation was in October, 2021.Of the 3 doors (front door, front storm door, patio door) and 2 windows, literally everything they touched was installed incorrectly or they had a bad product. Their service team had to come out ~ a dozen different times since October of last year to reassess all the issues they caused with their installation. They had a team come out a couple of weeks ago to reinstall everything that was previously put into place. They had to take out windows, re-level doors, re-level other windows, fix the locks, fix holes in the exterior siding because they cut too much off when installing windows, etc.After taking off more than a full week of PTO for all the times they had to come out here and "fix" their issues, a refund is necessary. They have been reported to the ************* of ***** so the installation practices can be investigated, the financing company they use also has a formal complaint against them for the same purpose, but am looking for a refund before taking them to small claims court.At this time there are still a couple of outstanding issues that aren't fixed.

  Business Response

  Date: 05/16/2022

  May 12th, 2022
  
  
  Re:         ID#******** ***************************
  
  
  Custom Remodelers, Inc. installed products as specified in contract. Final inspection from the City of Woodbury was passed on May 2nd, 2022. We apologize to the customer for any supply chain and installation delays that *** have occurred with this project. Custom Remodelers, Inc. service department and manufacturers representative have serviced installation and/or product issues.The service department and manufacturers representative are scheduled once again to address final punch list item on Thursday, May 19th, 2022.We thank the Better Business Bureau for their help in this matter.
  
  Respectfully,
  Custom Remodelers, Inc.

  Customer Answer

  Date: 05/16/2022

   I am rejecting this response because:
  
  
  Supply chain was only a part of the issues. The installation issues are solely the responsibility of Custom Remodelers. Each time you needed to come to our home was an issue that your company caused and we have pictures and emails that make this perfectly clear.It was not a supply issue that the front door didnt come with a peep hole. It was notba supply issue that the front door and storm door were not installed correctly and would bot open, close, or lock properly. The back patio door was overtightened, the wrong color caulk was used, the installers cut out too much of our exterior for the patio door (as verified by your tech), the front window was missing weather stripping and was installed unevenly).Most of the issues were from your company. We have sent the pictures to the city as well as the department of labor with formal complaints against your company. You owe us more than ***** as we know bigger discounts have been given recently for another project.BBB, please note that their insufficient response is rejected.

  Business Response

  Date: 05/24/2022

  May 24th, 2022
  
  
  Re:         ID#******** ***************************
  
  
  On May 19th,2022, Custom Remodelers, Inc. service department and a manufacturers representative serviced the final punch list item. Once again, the City of Woodbury has passed the final inspection. We thank the Better Business Bureau for their help in this matter.
  
  Respectfully,
  Custom Remodelers, Inc.

• Initial Complaint

  Date:05/03/2022

  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've already complained about this company before: I paid them for two windows and a patio door last year on 9/10/2021. They didn't show up until AFTER I presented a complain through BBB. Then they did remove the old items and replaced them. That was about a month and a half ago. They promised to be back to finish with the frames two weeks after the installation. The door and the windows are held in place with nails, and there is foam acting as sealant. I've been waiting for these people to come back to finish the job but they haven't contacted me since then. How is it possible that they treat customers like this? Am I allowed to withhold payment for 5 months? Or pay only after they have been calling me for weeks? How is it possible that you won't alert people of the dishonest practices of this company? As a customer I feel that I'm victim of fraud. If they cannot deliver what they promise in a timely manner, aren't I allow to break the contract? Do I still owe them payment? If I don't pay them, they will take me to court because they can afford to do that. I cannot afford to deal with this scammers and be at their mercy. Why is this happening? How many more people have complained about this company and I haven't been informed about their deceptive business practices? Why? I don't want to deal with these people anymore. Am I entitled to some legal mediation so that I don't have to deal with this company ever again? 9 months waiting for them to do what they promised to do. If I hadn't payed them $2654, I would have found somebody, ANYBODY ELSE, to do the job except these fraudsters. I don't trust them to finish the job and I don't want to let them in my house again. Am I allowed to hire somebody else to finish the window and door frames?

  Business Response

  Date: 05/10/2022

  May 10th, 2022
  
  Re:         ID#******** *******************
  
  
  Custom Remodelers, Inc. has made numerous attempts to contact you to schedule a date and time to complete your project. Your voicemail box is full.

  During our most recent conversation, our production manager had informed you your window wrap color choice was a non-stock item that required a special-order and we would call you when it came in.

  If you could please return our calls or answer when ************ calls you. When calling back,please ask for our exterior department manager. That would be greatly appreciated.
  
  We thank the Better Business Bureau for their help in this matter.
  
  Respectfully,
  Custom Remodelers, Inc.