ComplaintsforCustom Remodeling, LLC

• Initial Complaint

  03/30/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  According to a Custom Remodeling invoice dated 12/20/23, a then-current/now-former employee of ******** ***** and Rigging ordered some wiring work and installation of owner-provided equipment from Custom Remodeling at one of ********** business sites.Hand written in the body of the invoice is: "Certificate of Completion," "Completed per surveyed scope of work," and "All work is completed." There's a schedule of charges including: "Original" $7,000, "change order #1" $1,500 and "change order #2" $1,850 for an invoice total of $10,350. ********** former employee approved payment of the invoice, and ******** paid Custom Remodeling in full by a check dated 1/16/24. Custom Remodeling deposited the check on 1/29/24.The invoice was subsequently reviewed by the site manager of ********** business site. ********** site manager contested that any wiring work, as described in the invoice, was performed by Custom Remodeling or any other contractor up to that point.On a check dated 3/14/24, Custom Remodeling returned $10,350 to ******** with a description in the check memo field of "payment return for cancelled job".******** sought an explanation of the transaction from Custom Remodeling (3/25/24) - specifically seeking to understand the communications between ********** former employee and Custom Remodeling prior to the invoice, why Custom Remodeling's invoice stated that work was performed when it hadn't been, and what/who prompted Custom Remodeling to return payment to ********, and characterize it as a 'cancelled job'. Thus far Custom Remodeling has not provided an explanation.Note that Custom Remodeling has the "BBB Accredited Business" logo on it's invoice.

  Business response

  04/01/2024

  
  
  ******** contacted our company to do a wiring job.  We gave an initial price and shortly later two other additions were asked for.  We asked they pay in advance for the job.  ********, due to acquisitions and other priorities, delayed us starting work several times.  We received payment late January. Unfortunately the wording on the invoice was a clerical error as a result of confusion within our office.  All parties involved knew the work hadnt started much less been completed.  A lady from ******** left a voicemail second week of February stating the job had been double booked and wanted us to cancel.  Spoke with the guy who had us quote the work and confirmed the job was canceled.  We processed the return of their payment in full. Thanks 

• Initial Complaint

  05/23/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Hired Custom Remodeling to roof our home in 2/2023. Turned on the upstairs AC in May 2023 and it didnt work. After assessment, nail hole was found in the copper line. Owner **** was contacted about the issue. He did send someone to remove the roof /shingles and replace after air conditioner repair was made but he refused to pay the almost $500 air conditioner repair fee. **** was very rude, unprofessional and refused to pay for the cost incurred by the error made by his employee. He was paid approximate $18,000 to replace our roof.

  Business response

  06/05/2023

  ***************** had stated they had an ** problem and may be due to their roof install months before. I noted that we would come free of charge to remove roof for their ** guy to fix if thats what was needed. Upon removing the decking we discovered the ** line was improperly ran right on top of the decking and rafters which is against code. There is no way to prevent this from occurring if the ** lines are ran improperly. We use **** inch roofing nails and there is 1/2 decking. So the nails only stick out maybe an 1/2 inch. If order for a mail to hit the copper line the line has to be pressed up against the decking. Im sorry her lines were improperly ran but theres literally nothing any other roofing co couldnt have done to prevent it. And after explaining that to the homeowner she became irate and rude. We worked with her insurance for months to help her because she had made the adjuster mad from this same behavior. And she didnt pay a dollar for the roof the insurance paid it all and she didnt even pay us her deductible. Im sorry this happened but we cant do anything to prevent it if the lines are pushing against the decking like that. Thanks 

  Business response

  06/05/2023

  ***************** had stated they had an ** problem and may be due to their roof install months before. I noted that we would come free of charge to remove roof for their ** guy to fix if thats what was needed. Upon removing the decking we discovered the ** line was improperly ran right on top of the decking and rafters which is against code. There is no way to prevent this from occurring if the ** lines are ran improperly. We use **** inch roofing nails and there is 1/2 decking. So the nails only stick out maybe an 1/2 inch. If order for a mail to hit the copper line the line has to be pressed up against the decking. Im sorry her lines were improperly ran but theres literally nothing any other roofing co couldnt have done to prevent it. And after explaining that to the homeowner she became irate and rude. We worked with her insurance for months to help her because she had made the adjuster mad from this same behavior. And she didnt pay a dollar for the roof the insurance paid it all and she didnt even pay us her deductible. Im sorry this happened but we cant do anything to prevent it if the lines are pushing against the decking like that. Thanks 

  Customer response

  06/09/2023

   
  Complaint: 20092925
  
  I am rejecting this response because: I have the following evidence to support my claim and dispute comments made by Custom Remodeling.  The response from Custom Remodeling is not satisfactory to me and I would like for the complaint to remain open for the next steps.

  The message from Custom Remodeling indicates that our ** line was improperly ran right on top of the decking and rafters which is against code.  Our house was a new build and passed inspection before we moved in. If it was against code, I am certain the ********* Code Officer would not have allowed our house to pass inspection without having our builder correct the issue. 
  The message from Custom Remodeling also indicates that I became irate and rude after he explained that our ** copper line was installed against code.  **** (the owner) answered the phone when I called and he immediately became loud and overtalked me during the entire conversation as soon as I asked him if he was going to pay for the ** repair.  I only became upset with him when he would not allow me to talk and continued to overtalk me and after he rudely told me that I could take him to court and that I was talking about something that I knew nothing about.  I was only trying to get him to understand that our house passed inspection, that he had been paid over $18,000 for roof installation and that by not standing behind his business and the work his crew completed would cost me and my husband almost $500.00.   Also, I will add that I have spoken to several ** owners after Custom Remodeling punctured our copper line and have been told that when the line was punctured in February,that the worker on the roof had to immediately know that the line was punctured because it released over 200 lbs of pressure of freon from the unit, causing a very loud pop noise.  Custom Remodeling never made us aware that this happened causing a very rushed situation to get the ** fixed surrounding the Memorial Day holiday because I had family coming for the holiday weekend.  Freon for the ** was $45/lb and the ** company put 5 lbs in the unit.  We paid for the freon that was in the unit and Custom Remodeling removed that freon. The loss of freon from the unit, the hole in the copper line, and all work costs as a result of the hole in the copper line were a direct result of Custom Remodeling. 
  I spoke with my Nationwide adjustor (***********************) on 5/6/2023 to inquire about the 100% untruth that Custom Remodeling (****) has stated in his response.  ***** told me that I have been easy to deal with throughout the roof claim and that I had never made him mad, never been mad at him nor have I ever been rude or acted irate towards him.  ***********************,***************** Specialists, gave me permission to give the Better Business Bureau his phone number and permission for someone to contact him to obtain a statement.  *********************** ************.  Please contact him to verify that the statements that were in Custom Remodelings response were false.  I appreciated working with ***** through our entire roofing claim and even commented to him several times throughout the process that he had been great to work with and that he had made the claim process so easy.  This only proves further that Custom Remodeling (****) is willing to say or do anything to avoid correcting mistakes that his company makes, even giving false statements. 
  As for Custom Remodelings reference to she didnt pay a dollar for the roof.  ************* paid it all.  We did pay for the roof.  My husband and I pay for the homeowners insurance that paid to repair our roof. I am amazed that a roofing company business owner would view the insurance money as money that did not come from the customer.  I paid for the insurance that paid you.
  Jesse George (Custom Remodeling) came to pick up payment from me after the work was complete.  The deductible was not paid by me because he told me the deductible was waived.  Please see the attached text message from Jesse George.
  My husband and I run a small business and have always stood behind our work.  We treat our customers with respect and would never yell or talk disrespectful to any customer.  For a very small fraction of the amount he was paid ($454.75 for the ** repair bill submitted previously), and respect for his customer, this situation could have been resolved immediately. 
  

  Thank you for your consideration and review of this complaint against Custom Remodeling.

  Sincerely,
  ***************************
  
  

  Business response

  06/12/2023

  Your previous adjuster whom I was talking about was ************************* not ***********************. He was the one who denied your first claim and then we came in and got your claim approved. He is there one who stated you were very difficult to work with. Secondly you never paid your 2k deductible so you paying 500 is still a **** discount. And why would I pay you now after youve excessively slandered my name on every social media platform there is with 100 comments !! Ive been in business for 15 years without any lawsuits or bad reviews because I do good work. I have A+ on BBB for years and 5 stars everywhere else. I didnt get this way by doing bad business. Also have won Desotos best 3 times so not sure how all this happened with talking to people or being bad at my job. I have hit multiple AC lines you are correct and so has any other roofer who has been in business for a long time and you should call them and ask if they have ever hit a line that wasnt installed correctly. If you wouldve told me it was only 500 dollars to begin we wouldve worked it out instead you were so rude about it like I did something wrong and wouldnt listen. Anyway this is my offer Ill cover half the costs if you take down all you negative remarks online. Thanks 

  Customer response

  06/18/2023

   
  Complaint: 20092925
  
  I am rejecting this response because:
  

  The response from Custom Remodeling is not satisfactory to me and I would like the complaint to remain open. 
  

  Custom Remodeling was not involved in the claim when ************************* was at Nationwide so I will use the words that you used to me the day that we spoke on the phone youre speaking about something that you know nothing about.   Did you speak to ************************* and even if you did what are you trying to prove?  That I am difficult to work with? That I expect to be treated fairly and with respect when I am the customer?  None of this has anything to do with my Better Business Bureau complaint.  You are trying to make me look bad as a person and in my eyes that only speaks poorly of your integrity.  I am not trying to make you, as a person, look bad. The roof work that your company did is great.  I am only seeking repayment for an error that your company made, that I should not be responsible for paying.
  

  As far as the deductible, it is $1000 not $2000.  I proved in my last response why I did not pay the deductible.  Please refer back to that response and the attached text message from Jesse George who told me that he would waive the deductible.  How can I receive a discount with magical money that was never paid?
  

  I appreciate the fact that you have an A+ rating on BBB,that you have no lawsuits and that youve won Desotos Best 3 times.  I am one of the consumers in Desoto County that votes for Desotos Best.  My vote could be one of the reasons that you won. Maybe in the future, my vote will be one of the reasons that you dont. 
  

  I attached a copy of the ** repair bill with my original BBB complaint.  The repairs to the ** were in progress the day that I spoke to you. I had no idea how much the repair was going to cost when you and I were on the phone. I only knew it had to be repaired regardless of the cost.   If you ever intended to pay any of the ** repair costs, why didnt you ask me how much we had to pay the ** guy after the work was complete?  When I spoke to you the day of the repairs, you were very clear and adamant that you werent paying any of the bill.  You didnt seem like it mattered if the bill was $1 or $1000.  You even told me to take you to court.  If you would have just acted like a responsible business owner that cared about the situation my husband and I were in and reassured me that you would work with me on the cost, the situation would have never escalated, and we could have avoided this all together.  You said in your response that you are not sure how all this happenedreread the above response from me,your customer.  Thats how all this happened.  Thats how you got numerous negative social media posts posted by me and thats how you now have a BBB complaint on your business record.  All of this.over $454.75.  We paid you over $18,000. 
  

  At this point, it is the principle of the situation but since you are now offering to attempt to correct your mistake.here is what I will accept.  My husband and I will accept your offer of half the costs and I will do my best to locate and remove my posts on ********* even though I stand by the comments and feel they accurately reflect what occurred.  If you reimburse us the entire amount, I will also delete my complaint against you on BBB if that is allowed.  I will keep the complaint open until some form of payment is received.
  

  Thank you again to BBB for the platform to deal with this issue.
  
  ***************************

  Customer response

  07/02/2023

  I responded back to Custom Remodeling on 6/18/23. How long does this business have to respond back to me? Today is 7/2/2023.

  Business response

  07/11/2023

  I am agreeing to pay half of the bill. The check will be in mail this week. Thanks. 

  Customer response

  07/11/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and I accept their proposed resolution. 

  
  Sincerely,
  
  ***************************

  , ** 38672

  
  

*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. ↩