Complaints

• Initial Complaint

  01/31/2025

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Custom Built Structures, *** put my building up. They have been out 2 times to solve an issue with the building shaking in the wind(failing to fix the issue the first time miserably). The first time they added hat channel front to back and rigged up supports made of tube inserted in to each other(basically scrap metal pictured) did not solve the issue so the 2nd time they came out they added horizontal and vertical supports and that solved my issue up front(which i am now happy with that). Still have issues with the rear wall shaking and they want to charge me to fix that issue.***** said $750, $650, then went down to $500 saying they would fix it for that if i took my ******** post down. Well i took the post down to hope maybe we could work something out. Talked to my dealer( that doesn't do business with custom built anymore due to disagreements) to get advice and he said heck no, don't pay that, they need to come out and fix it correctly at their cost. Seems as if they should have added all this when the building was constructed. Figured I'd throw it out there. I have tried getting up with **** the owner, goodluck with that. He will just **** you off to Ruby who was also no help. **** wanted to see the video I already sent ******* and ***** and she said that they installed the building 100% to the engineers specs and that they will not fix it without charging me materials and labor. I guess "engineers" specs means the building shakes like crazy in the wind or when you push on it with one hand? ***** is also trying to say i never said anything about the back wall shaking(why did they add hat channel from front all the way back then?). Work order is after the first trip out and they didn't accomplish anything so we're going to return a second time. Anyone who wants to see videos of how bad the building shakes, I have them posted on ******** ******* ****** or email me at ********************* would be glad to show them to you.

  

  Business response

  02/04/2025

  Dear *** ******,
  

  We appreciate the opportunity to respond to your concerns and clarify the steps we have taken to address them. Below, we will respond to each point of your complaint to ensure full transparency.
  

  1. "Custom Built Structures, **** put my building up. They have been out 2 times to solve an issue with the building shaking in the wind (failing to fix the issue the first time miserably)."
  Your building was installed on August 21, 2023, and the first time you mentioned any issue with the walls was in January 2025well beyond our 90-day workmanship warranty. However, as a goodwill gesture, we agreed to cover the cost of materials for reinforcements, with only a $150 labor charge. During the first visit, we added hat channels and additional supports based on the concerns you expressed at that time.
  

  2. "The first time they added hat channel front to back and rigged up supports made of tube inserted into each other (basically scrap metal pictured) did not solve the issue."
  The tubing used was standard material that meets engineering specifications and is designed to provide structural reinforcement. We do not use "scrap metal" in any of our repairs or modifications. While this reinforcement did not fully meet your expectations, our crew returned for a second visit at no additional charge to provide further reinforcements.
  

  3. "The second time they came out, they added horizontal and vertical supports, and that solved my issue up front (which I am now happy with that)."
  We are pleased to hear that you are satisfied with the reinforcements made to the front of your building. Our goal is always to ensure that our customers are happy with the structural integrity of their buildings.
  

  4. "I still have issues with the rear wall shaking, and they want to charge me to fix that issue."
  During our previous visits, your concerns were focused on the front wall, which we reinforced. It was only after these modifications that you then requested additional reinforcement for the back wall. We explained that any further work beyond what was originally included in the building design would require charges for both materials and labor, which is our standard policy.
  

  5. "***** said $750, $650, then went down to $500, saying they would fix it for that if I took my ******** post down."
  The pricing provided reflected different reinforcement options based on material and labor costs. The mention of your ************* was only in response to your inquiry about a possible discount. Our pricing is based on material and labor, and we strive to offer fair and transparent quotes.
  

  6. "Well, I took the post down to hope maybe we could work something out."
  We appreciate your willingness to work towards a resolution. However, the cost of additional reinforcements remains based on the materials and labor required, as previously discussed.
  

  7. "Talked to my dealer (that doesn't do business with Custom Built anymore due to disagreements) to get advice, and he said, 'heck no, don't pay that, they need to come out and fix it correctly at their cost.' Seems as if they should have added all this when the building was constructed."
  Your building was installed to engineering specifications, and no additional reinforcements were required at the time of installation. The movement you are noticing is not a defect but a result of the natural flexibility in metal buildings, which are designed with spacing between panels. Any additional reinforcements beyond the standard build would be considered an upgrade and are not covered under our standard warranty.

  8. "I have tried getting up with **** the owner, good luck with that. He will just **** you off to Ruby, who was also no help."
  Our team, including Ruby, has communicated with you and provided explanations regarding the warranty coverage, building specifications, and available reinforcement options. We understand your frustration, but our policy remains consistent for all customers.
  

  9. "**** wanted to see the video I already sent ******* and *****, and she said that they installed the building 100% to the engineer's specs and that they will not fix it without charging me for materials and labor."
  Yes, this is correct. Our buildings are installed according to engineering specifications, and additional reinforcements beyond the original design are considered modifications, which require additional charges.
  

  10. "I guess 'engineer's specs' means the building shakes like crazy in the wind or when you push on it with one hand?"
  Metal buildings naturally have some flexibility, and movement can occur when the structure is pushed or impacted. This is not an indication of a structural defect but rather a normal characteristic of metal construction. The additional reinforcements we provided up front have addressed the issue in that area, and if further reinforcements are desired for the back wall, they would be subject to additional charges.
  

  11. "***** is also trying to say I never said anything about the back wall shaking (why did they add hat channel from front all the way back then?)."
  The first concern you reported was with the front wall, which is why the initial reinforcements focused on that area. The hat channel was extended to provide additional stability, but at no time during the first visit was the back wall mentioned as an issue. It was only after the second reinforcement was completed on the front that you requested modifications to the back wall.
  

  12. "Work order is after the first trip out, and they didn't accomplish anything, so we're going to return a second time."
  While the first visit did not meet your expectations, we returned and made additional reinforcements at no extra charge. The second visit successfully addressed your concerns with the front wall, as you acknowledged.
  

  13. "Anyone who wants to see videos of how bad the building shakes, I have them posted on ******** ******* ****** or email me at *****************************. Would be glad to show them to you."
  We understand that you are dissatisfied with the movement in the back wall. However, as previously mentioned, some movement in the panels is expected due to the nature of metal buildings. If you would like additional reinforcements, we are happy to provide them under the agreed-upon pricing.
  

  We have worked diligently to address your concerns by providing reinforcement beyond the original design at no additional charge. However, further modifications to the back wall will require additional charges, as they were not included in the original build. If you would like to proceed with these reinforcements, we are happy to schedule the work under the agreed pricing.
  

  Please let us know how you wish to move forward.
  

  Best regards,
  Custom Built Structures Inc

  Customer response

  02/11/2025

   I am rejecting this response because: So these "engineered" plans you guys use, it's perfectly normal for the building to shake when I push on it with one hand? No way, even with horizontal siding it should not move that much. I understand a little bit of flex but what my building is doing is excessive and needs to be repaired with you guys eating the bill. I've posted videos on numerous pages and everyone says it isn't right. Even dealers on there saying custom built structures are crooks. All of your guys responses to any of these bad reviews and even on ****** reviews are you guys making excuses and blaming and pointing fingers at the consumer. How about show some good customer service and make a situation, that shouldn't even be happening correct!
  
  
  

  Customer response

  02/11/2025

  It was constant voicemails and playing phone tag trying to get up with someone at their office. I will say ******* did a great job communicating. It was ***** that never answered the phone. Most everything discussed about the back was was done verbally on the phone. Saying it doesn't shake as bad as the front. Hence why they tried to add hat channel all the way from front wall to my back wall to try and "stabilize" the building.

  Customer response

  02/11/2025

  ***** called/ texted january 14,15,16,17,20,23,24,27,28,29

  Katelyn january 13,14,17,24,27

  Tried to call ****, the owner 2 times and **** called me one time on his behalf.

• Initial Complaint

  01/07/2025

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I have signed a contract for a structure to be built on my property. I have paid a down payment. I have also paid a fee for a print for a permit. I have a ready site for them to install. ****** Herandus was my contact. I have left messages and have gotten no response. Scheduling is supposed to contact me. I have no idea whats going on. I would like to have someone contact me to let me know whats going on. Or reimburse my deposit so I can hire someone else to build my building.

  

  Business response

  01/08/2025

  Dear Mr. **************** have reviewed your order and found the following:  Your revised order was signed on December 7, 2024. We have not received the required 50% down payment, which is necessary to proceed. As per our process, the lead time of 5-7 weeks begins once both the signed order and the down payment are received. If you believe the payment has already been made, please send a copy of your receipt or proof of payment. If not, the down payment will need to be submitted to move forward with your order. If you have additional questions, please contact us at ************.
  
  Sincerely,
  Custom Built Structures, ****

  Customer response

  01/10/2025

   I am rejecting this response because:  

  Thank you *******. I signed a contract for a 30x60x12 with a 12x60 lean too. Signed contract and put a down payment of $2360.05. Mother Nature hit. Only could get the 30x60 pad poured. First contract I signed. I had them state in contract. 50% would be paid when material was delivered and start the job. Once I realized that lean too couldnt be poured I had them remove the lean too. Which a new contract was written which took a couple of weeks. They were 4 to 5 weeks out I was told. **** new contract. Wanted that down payment down. I said no. Already gave them a down payment. ****** ********* said your contract was 50% down when material was delivered and crew to start. I said yes correct. Sent new contract assuming that was added I signed. I will not pay 50% down until material delivered and crew starting work. If they cannot honor that then we need to nullify the contact. I paid an additional $300 for drawing of there structure for a permit. I did receive that. They can keep it. The original down payment they can keep 25%. 75% needs to be refunded. This is only if they dont want to install my structure in a timely manner. I had my own contractor business for 27 years of which was an Accredited business in ***************. A+ rating. When an A+ rating business as I am dealing with doesnt respond to there customer as they have is just unbelievable. Honestly I have read references from them and this is how they run their business. So I dont understand how they have an A+ rating. I think its best that they just accept to reimburse me. I dont understand how a business wont respond to your calls. Unbelievable.

  Sent from my iPhone

  
  
  
  

  

  Business response

  01/13/2025

  Dear Mr. ****************** you for your follow-up and for providing the signed order. We appreciate the opportunity to address your concerns and provide clarification.
  

  Upon reviewing your signed order, we see that it states the 50% balance is due upon the crew's arrival with materials, not at the time of scheduling. While this contradicts the terms and conditions outlined in our standard order process, we understand that this was written by the salesperson on your order form. Since it was part of an accepted order, we will honor those terms.
  

  Your revised order was signed on December 7, 2024. Please note that our office was closed for the holiday period (Christmas and New Year's), which extends the standard lead time of 5-7 weeks accordingly. Taking this into account, your estimated lead time would place scheduling through the end of the first week of February, with the consideration of any winter weather delays.
  

  We sincerely apologize for any confusion or delays in communication and will make it a priority to resolve this matter. We value your business and are committed to ensuring your satisfaction.
  

  Sincerely,
  Custom Built Structures Inc

  Customer response

  01/13/2025

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

• Initial Complaint

  01/07/2025

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Terrible install on doors and no one will call you back or help. Stay away. All metal built buildings are from same manufacturer and they all lie to you ! Don't go with any metal built structures, they are rip offs

  

  Business response

  01/13/2025

  Mr. ****,

  We are aware of the concerns regarding the installation of your doors and want to assure you that we are actively working to resolve the issue. Your repair request was documented on December 3, 2024, and the work order has been scheduled for completion this week.
  

  While we understand your frustration, we have experienced challenges during our communications due to the tone and nature of recent interactions. Despite these difficulties, we remain focused on resolving your concerns and completing the necessary repairs to your satisfaction.
  

  We value your business and are committed to resolving this matter. If you have any additional questions or information to provide, please feel free to contact us directly. 
  
  Regards,
  Custom Built Structures, Inc.

• Initial Complaint

  01/02/2025

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  On Aug.13, 2024 I paid $1722.24 to custom Built Structures to lock in our price for 6 months. We had the concrete pad poured and ready. They had me on the schedule in September, October, November, and twice in December the last date being December 23rd. The building was supposed to be delivered and set up by then. I have yet to hear from anybody or receive a call back. I have grown tired of waiting and no answer. I just want my refund back so I can use a business that will actually deliver my building and on time.

  

  Business response

  01/17/2025

  Dear Ms. ********************** style="font-size: 0.875rem;">Thank you for reaching out and for bringing your concerns to our attention. We sincerely regret the frustration and inconvenience youve experienced regarding your order.

  Order Background and Timeline:
  On August 13, 2024, you placed an order with Custom Built Structures and provided a down payment of $1,722.24 to secure your pricing. As outlined in the documentation provided at the time of your order, this down payment is non-refundable. It is used to cover administrative costs, such as processing paperwork and securing materials for your building.

  The installation date for December 23, 2024, was noted as tentative. Our process involves contacting customers to confirm installation dates, and we regret that this follow-up did not occur as expected. We reached out on January 14, 2025, to offer an installation date for the week of January 24th; however, you declined the proposed date and instead requested to cancel your order.

  Policy Clarification:
  As part of our agreement, all customers are required to pay the remaining 50% balance before we can schedule installation. While this balance has not been received, we attempted to accommodate your timeline and offered a new installation date.
  Per our stated policies, which were agreed upon at the time of order, the down payment remains non-refundable. This policy is in place to cover necessary expenses incurred during the processing of orders and preparation for delivery.
  

  Resolution Offered:
  While we are unable to process a refund of your down payment, we are committed to fulfilling your order. We would be happy to work with you to schedule your building installation at the earliest mutually convenient date.
  We value your business and understand how delays and communication issues can be frustrating.

  Please know that we are dedicated to resolving this matter and ensuring your satisfaction with the final delivery and installation of your building.
  

  Should you have any questions or wish to discuss scheduling further, please feel free to contact us. Thank you for your understanding, and we look forward to assisting you further.

  Sincerely,
  Custom Built Structures

  Customer response

  01/18/2025

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

• Initial Complaint

  11/04/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a metal building from ************** on August 17th, 2024. After speaking with Bull buildings it was sent to Customer Built Structures to manufacture and deliver. After waiting for 2 mnths they finally called to let me know that our Metal Building would be delivered on 10/24 between 8-11. They did not show between that time frame so I called and spoke with *******. She said she would get with the crews and call me back. I waited a couple of hours and called her back and she said she spoke with the crews and they would arrive after 5pm. The crews did not arrive. So Friday morning I called back She said she would reach out to the crews and call me back. Again after waiting a couple of hours I called her back and she then confirmed they were still finishing a job in ********** (which is 20 minutes from me) and would be there when they finish. I asked her if it would be today (friday) and she said she wasn't sure but they crews should call or they would call. I advised her that we would not be home Saturday but my mother would be there (my daughter had a ball tournament 2 hours away) My mother waited all day Saturday and nobody arrived, we were home all day Sunday and nobody arrived and of course we can't call over the weekend and nobody called us.....So 1st thing Monday morning I called and they tell me crews arrived on Saturday and nobody was home (which is not true)--I have cameras and never received a phone call. Now they crews are not even in our same state and they are trying to find out when crews will be back to deliver. Now they are stating they fired the previous crew and they were supposed to deliver on 10/31/24. Of course, I called on 10/30 to verify delivered and she said the same again--crews have not finished their previous job and they may deliver over the weekend but they would contact us. Still haven't heard from anyone. Still don't know when the garage will be delivered. They do not call me to update--I always have to call. Please Help!!!

  

  Business response

  11/13/2024

  Dear Ms. ******************* you for bringing this matter to our attention. We understand the frustration youve experienced, and we apologize for the inconvenience caused by these delays and the issues with your building.
  

  Weve confirmed that the building has been installed, and we understand you reported on November 11th that it is leaking. Please know that we are actively working to address this issue and will resolve it as quickly as possible.
  Your satisfaction is important to us, and well keep you updated on the progress.

  If you have any further concerns or questions, please feel free to reach out. 

  Custom Built Structures, Inc.

• Initial Complaint

  10/31/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Custom Built Structures installed my building on 8/30/24. In total, I paid around $26,000 for the building. As soon as the building was completed I noticed that the 10x10 roll up door was not correct. I specifically asked for all of my roll up doors to be the design that includes chain hoist and my 10x10 door did not have it. I told them That I was going to pay all of the balance except for $2,000 until my door was corrected. The guy begged me To pay the full amount and told me that I had nothing to worry about and they would be replacing the door at no cost to me. So I paid them the full amount. I have also contacted them about a leak in my roof and how another part on my building was installed incorrectly and needs to be repaired. I have been in contact with them for 9 weeks to get this corrected and now they are saying that they are not going to help me and I can take them To Court if I want. I have everything in text messages to prove how they lied to me about repairing my building just to get me to pay the full balance up front, how they have been leading me on for 9 weeks, and they are now telling me they are not helping me in getting my building repaired which is still under warranty.

  

  Business response

  11/07/2024

  Dear Mr. ******************** you for reaching out to address your concerns regarding your building order and installation. We understand the importance of your satisfaction, and I want to clarify the situation based on our records and communication.

  Chain Hoist for the 10x10 Roll-Up Door:
  
  Order Confirmation and Chain Hoist Discussion:
  Originally, your building was designed with three 12x12 doors. Before finalizing the order, you requested a change, replacing one of the 12x12 doors with a 10x10 door. After reviewing the revised quote on July 11, 2024, you confirmed and placed the deposit.
  
  Chain Hoist Inquiry:
  On July 15, after placing your deposit, you inquired if the roll-up doors would come with chain hoists. Our representative replied that roll-up doors would include chain hoists, not recalling that the 10x10 door had replaced one of the 12x12 doors. As per our standard offering, only the 12x12 doors come with chain hoists. The 10x10 door is not typically equipped with a chain hoist unless specifically requested at the time of order.
  
  Clarification on Specifications:
  On August 30, our representative clarified in a text that only the 12x12 doors include chain hoists. This aligns with our standard procedure and with the terms of your order. While we understand that you may have expected a chain hoist for the 10x10 door, this feature was not specified in the finalized design.

  Roof Leak and Installation Concerns:
  We understand that you reported a roof leak and an additional installation concern after the buildings completion. We are committed to addressing all issues covered by our warranty. Once your balance was paid in full, we assured you that we would stand by our commitment to support any valid warranty claims. Our team is currently reviewing your reported issues and will address them in accordance with our warranty terms. Any further adjustments or modifications outside the scope of our original agreement may involve additional costs.

  Commitment to Service:
  Our goal is to provide quality service and to address any issues that arise within the agreed-upon terms of your purchase. We believe we have acted in alignment with standard procedures and are committed to addressing legitimate concerns covered by our warranty. We value you as a customer and remain committed to resolving any documented warranty issues with your building. If you have further questions or would like to discuss this in more detail, please dont hesitate to reach out.

  Thank you for your understanding and for giving us the opportunity to clarify.
  
  Sincerely,
  Custom Built Structures Inc.

• Initial Complaint

  10/18/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  1. I was told on July 3 I would need to secure my own permits. I contacted City Inspector, who said I am not allowed to do that. The reason is many shed-building companies want to avoid liability for their work by having clients pull permits instead of doing it themselves. I shared screenshots with the customer service *** and said Custom Built Structures (***) would have to pull permits or I'd need to find another builder. They agreed to pull permits but charge an extra 5%. I agreed, and signed with a deposit.2. Early August, *** calls me to schedule the build. They ask if I have permits. I told them I paid for them to pull the permits. They had to reschedule.3. August 29, *** messages me to ask if I have a receipt for the 5% fee. They never charged for the permits, when I thought I had paid this in July.Then they say the price has gone up since July, and I'll have to pay more than originally agreed upon for the permit.I refused, provided screenshots of our written conversation from July 3, and got the manager to override for the original price. I paid the fee.4. On Sep 3, *** building engineer, ******, emails for information from me for permits. On Sep 4, I ***lied with all necessary information.5. Sep 28, I sent an email to ****** asking for a status ***ort on my project. No ***ly.6. Oct 9, I sent a message to the customer service ***resentative asking for a status ***ort on my project. No ***ly.7. Mon, Oct 14, I called CBS at ************ -- told she'd call me back with an update. Never did.8. Wed, Oct 16, voicemail at ************ 9. Thu, Oct 17, voicemail at ************ 10. Fri, Oct 18, voicemail at ************ I called the direct number for the manager listed on my contract: *****, at ************. The line is disconnected.*** has taken about $2,000 after we were hit by a tornado, and they refuse to communicate, provide status updates, or follow through on the job they were hired to perform. I just want this workshop built or my money back.

  

  Business response

  10/21/2024

  Hi *******,

  I sincerely apologize for the frustration you've experienced, and I appreciate the time you took to outline your concerns. After reviewing the situation, I can confirm that our records show we started the permit process at the beginning of October, but it appears there was a miscommunication regarding the updates. I want to personally assure you that we are fully committed to resolving this and getting your project back on track.

   To address your points:

  Permit Issue: You are correct that we agreed to handle the permit process after your initial discussions with the city. It seems there was an internal delay in invoicing for the permit fee, which caused some confusion on both sides. However, the permit process is now underway, and we are currently awaiting the city's approval. We are actively following up on this to ensure there are no further delays.
   
  Communication Gaps: I understand how important timely updates are, and I regret that we havent provided you with the level of communication you deserve. Our team has been trying to coordinate with the city for updates, and well make sure to keep you informed more regularly going forward. I will personally follow up on your project and ensure we stay on top of this until completion.
   
  Project Status: We are as eager as you are to complete this build, and I will expedite everything within our control to make sure there are no further delays once the permit is issued.
  Im happy to discuss this further if needed. Additionally, if you would be willing to remove or amend your review once this is resolved, we would greatly appreciate it as we continue working toward a successful outcome for your project.

  Thank you for your patience, *******. Please dont hesitate to reach out directly if you have any further concerns.
  

  Kind regards,
  Custom Built Structures Inc

  Customer response

  10/21/2024

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

  However, I saw no contact information or name of the respondent listed in the reply. Would you please email me that information in case i need to follow up on this again in the future?

  **********************************

  Thank you.

• Initial Complaint

  09/23/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I wanted to purchase a metal shop. I settled on Mr. ******** My salesperson ** made me think I could trust her, which is important to me. A contract was signed on 7/9/24. I was told on 7/12 to text site pictures, I did twice. I didnt hear back, so called the no. I texted the photos to, on 7/30 & was told they didnt get them. I sent them 4 more times, called to see if they had them, no answer, so I called & emailed JT the photos, asking her to please get them where they should go, she did. Still no contact, I complained to the boss TH he forwarded it AO then I found out I need to sent a cashiers check for $7449.85, I did that, on 8/14. On 9/3, I got a call the builder would be at my house 9/14 to build my shop. He texted me 9/10 & said he would be here 9/11 that was ok, I had waited a few months. He texted & said he was stuck 9/12 I told him we were in a ********** probably shouldnt come, he said he knew and wouldnt come if were getting rain. I didnt want the materials to get wet especially the insulation. He called me outside my house that day, still storming & a wind advisory he still brought the materials in the storm. I ask him to go to the shop behind my house my sons would show him where to put the material inside. He didnt want to put it in the shop. Storming 4 men unloaded the materials in my soaked yard, doors put under a tree stayed in 5 in. of water from Tues.-Thurs., insulation was put up against the shop the bags with holes in them, were also soaked it was a disaster. I started complaining to TH that day, telling him whats going on, he replied 1 time saying he would tell the manufacturer. 9/21 they picked up the insulation & moved the doors to a different spot, theyll bring the insulation back act like its been replaced. I know the garage doors he moved are the ones that sat in 5 in. of water for days. I owe $7449.85, but due to all damage, future damage, going forward I feel I owe $6000. or a full refund. This is all their FAULT!

  

  Business response

  09/23/2024

  Dear Ms. **************** have reviewed your concerns regarding the installation of your structure and would like to clarify the details of the situation to ensure you are well informed about the next steps.

  As outlined from the beginning, your lead time does not begin until the first half of the payment is received, which was made on 8/14/24. This is standard practice and was communicated upfront. Regarding the site photos, we received them on 7/31/24 and attached them to your order on the same day.

  Regarding the insulation and doors, I will confirm with ****, the supervisor for your area, but I can assure you that the doors are designed to withstand rain and wet conditions as they are built for external use. Any concerns about them getting wet due to weather will not compromise their integrity or functionality. The insulation was picked up and is being handled to ensure it meets our quality standards. If there was any issue with it, rest assured it will be addressed properly.

  In terms of your request for a billing adjustment or refund, we operate according to the terms of the contract and ensure that the materials used are of the highest quality. We remain committed to providing you with a structure that meets your specifications and is built to last.

  We will continue to follow up with you as your project progresses. If you have any further concerns, feel free to reach out, and we will provide any necessary updates.
  

  Sincerely,
  Custom Built Structures, Inc.

  Customer response

  09/23/2024

   I am rejecting this response because: The problem I have with the Building is that the Builder just came and drop all of the Buildings Materials in my yard which is wet and a mess now due to all the metal spread out.  Your Builder also blocked our shop lean to so we cant get the tractor or other items out as a matter your ***s have blocked almost the whole lean to so we cant get hardly anything out.  I just dont trust any of you at what I thought was Mr. ******* but I guess its not.  I would like my building built but I will not pay until I have a builder here to check the work your ***s do.  So far I just ran into excuses.  Your *** told me he wouldnt bring the building materials if it was going to rain and he brought them in a storm and it rained for 4 day after he drop the material in my yard.  I want the material out of my yard there killing my yard that is your fault.  Do you really think its ok to treat people like this because I dont.  This has been a huge mistake on my part for ever trusting you or anyone at Mr. ******* or is that who you are?  Thats who the contract is with and if you arent we dont have a contract!
  
  
  

  

  Business response

  09/24/2024

  Dear Ms. **************** understand your concerns and want to clarify the situation to ensure that there are no misunderstandings moving forward.
  

  First, we have thoroughly reviewed your case and confirm that all materials delivered to your site are of the same high quality we use for every installation. The weather conditions, unfortunately, are beyond our control, but rest assured, the materials are designed to withstand outdoor elements, including rain. The placement of materials was done with the intent of being close to the site for efficiency during the build. However, if this has caused any obstruction, we will ensure our team addresses it when construction begins.

  Regarding your comments about the company name, please note that your contract is indeed with Custom Built Structures, which was clearly communicated from the start. Our goal remains to complete your structure with the same attention to quality that we extend to all customers.

   As for payment, we honor the terms set forth in your agreement, which require the balance to be settled as outlined. The building process will be carried out with professionalism and transparency, as always, and we trust that once completed, you will be pleased with the result.

   We appreciate your patience and understanding and will work with you to ensure the project meets the high standards we maintain across all of our builds.

   Sincerely, 
  Custom Built Structures Inc

  Customer response

  09/25/2024

   I am rejecting this response because:  when I purchased the building it was always Mr. ********  Never custom built structures!  This has nothing to do with processing time & I think you know that.  This whole problem is about your builders.  I emailed you on the 12th. when they delivered the materials in the storm, because I was concerned.  You didnt respond I emailed you again to tell you the insulation was wet & you said you would contact the manufacturer that all you said the whole time.  As for you taking care of anything for me I have to say my trust for anyone up there is pretty much zero.  They damaged the materials on some of the metal one whole stack the corner is bent & it has orange paint on it where they hit something.  Its got scratches on a lot of it.  My whole problem is with the damage your builders have done at my house.  Where they threw the insulation they knocked a big wood swing down, tires plus several other things.  Where they put the metal in my yard theyve killed my Bermuda grass, the metal is spread out so that they have everything ( tractor along with other lawn stuff) we are blocked in the lean-to we cant get nothing out!  If they would have pulled in the gravel driveway like they were ask to they wouldve had plenty of places to put things and wouldnt be killing my grass we wouldnt be blocked in, the way it is now we cant even do anything around here because of your builder.  This is so reckless on your part or their part.  This is about the damage that just keeps on happening here & none of its our fault.  I dont understand how you or anyone else can think what going on here at my house is okay I know my neighbors think you all have a sorry business!  Thats why I feel like I shouldnt have to the full amount on the shop.  Ive never had a problem paying Ive had the cashiers check here for a while, but someone should take responsibility for the damage thats been caused by your guys.  I have pictures of a lot of the damage thats been done by your guys, Im just having trouble getting them loaded but as soon as I can I will get them sent.  Maybe Ill just send them to your email.  I dont know I need to call the BBB.

   

   

   
  

  
  

• Initial Complaint

  09/09/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  The building that they attempted to install was done in a manner that violates safety concerns and poses a health risk to my family and home. The building is still not finished. The windows were not secured to the building, and they are falling out.

  

  Business response

  09/10/2024

  Dear **************,

  Thank you for your business and for taking the time to bring this to our attention. Weve reviewed your concerns and the situation with the installation crew.  As you are aware, your building has already been spray-foamed, and we are coordinating logistics to address your concern. Due to the distance involved, we are aiming to have a crew in your area by the week of the 23rd. We are working on scheduling, and our team will provide you with updates as soon as details are confirmed.

  Please note that we are committed to ensuring that the building meets all required standards, and we will follow through with any necessary adjustments or inspections during the scheduled visit. We will be in touch once the crew is available to complete the work.

  Thank you,
  Custom Built Structures, Inc.

  Customer response

  09/11/2024

   I am rejecting this response because I have received no scheduling notification in writing, nor do I have a confirmed date. The distance was not a concern for Custom Built Structures when they accepted payment for the building and faulty installation that created an unsafe environment on our property. The response received is a continuation of Custom Built Structures doing what is convenient for them. Custom Built Structures repeatedly fails to take the opportunity to turn a negative customer service experience into a positive one. 
  
  

• Initial Complaint

  08/20/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  We bought 3 buildings from them, one was a ** cover. They were all good after install. The ** cover we only enclosed one side and the other side partially. We decided a few weeks later that we wanted the other side completely enclosed as well. I called the dealer who sold the units to us and placed an order with them to enclose the other side. The manufacturer charged a trip/labor fee to come back to enclose the other side. An install crew came back out and enclosed the other side. When finished we noticed trim bent,roof panels bent, scratches on the sheet metal, missing screws, screws that looked like they had been spray painted on site. So I contacted the dealer and he spoke to the manufacturer and they sent a crew back out to replace the trim and the damage roof panels. The crew showed up at dark and worked only to discover that the trim wasn't the same size so they couldn't replace it. They replaced the damaged roof panels in the dark. The worst thing was we discovered the next morning the roof panels didn't match the existing roof. THE ROOF HAD NOTHING TO DO WITH WHY THEY WAS HERE. The dealer has spoken with the manufacturer on numerous occasions and they say I signed a waiver saying the colors may not match 100% when coming back out to add on to an existing building. The dealer told them the reason the panels on the roof had gotten bent was because an installer almost fell off the roof and held onto the sheet metal til a ladder was under him. The roof was fine when they got there and now it's two different colors and they refuse to come out and make it right. My insurance may cancel because of this. The waiver that they said I signed says please note that if your existing structure was installed by another manufacturer the color options that we have may not match exact to what is existing. IT WASN'T INSTALLED BY ANOTHER MANUFACTURER.

  

  Business response

  08/30/2024

  Thank you immensely for your continued business and for trusting us with multiple projects, including the ** cover. We truly appreciate your loyalty and the opportunity to serve you.

  We have carefully reviewed your concerns, and we want to clarify a few points based on the purchase agreement that you signed. Our supplier provides metal painted panels that may have slight color variations due to different manufacturing conditions, as outlined in our agreement. Specifically, the agreement states:

  "Customer acknowledges and agrees that any samples provided to Customer or viewed by Customer are approximate and that actual coloration of the product(s) may vary and may change over time and sun exposure. Customer acknowledges that Seller is not liable for color variations."

  This clause covers the natural variations in color that can occur when adding new sections to existing structures, especially when done at different times. Unfortunately, the differences in color are a result of the suppliers manufacturing process, which we have limited control over. The waiver you signed clearly states that color variations may occur, particularly in cases of modifications or additions to existing buildings, which applies here despite the structure initially being from our company. We apologize for any confusion regarding the waivers terms and the situation overall. While we strive to match colors as closely as possible, variations can occur, and we are bound by our suppliers material availability which is why it's in our Purchase Agreement Terms and Conditions. 

  Regarding the incident involving the installer, we sincerely apologize for the inconvenience caused. We are relieved that no one was seriously injured during the process. As part of our commitment to quality and customer satisfaction, we promptly replaced the damaged components. 

  If theres anything further we can do, please dont hesitate to let us know.  Thank you once again for your business and understanding.

  Sincerely,
  Custom Built Structures, Inc.

  Customer response

  08/31/2024

   I am rejecting this response because:
  
  The contract plainly says that if your existing structure was installed by another manufacturer the color may not match up exact to what is existing. All buildings were installed by custom Built Structures. It's there fault that the roof panels got damaged in the first place. Also there fault that the trim got damaged too and that it wasn't the same size for them to put on. 

  

  Business response

  09/17/2024

  Dear ****************,

  Thank you for your response. We understand your concern about the color variation. However, there is no guarantee that colors will match perfectly between new panels and existing structures, especially when exposed to direct sunlight for an extended period.

  The statement you referenced in the contract applies to structures from other manufacturers that we add on to and is not relevant to this situation. We have addressed the necessary repairs, and no further replacements will be made.

  Thank you for your business, and we wish you all the best.

  Custom Built Structures, Inc.

  Customer response

  09/18/2024

   I am rejecting this response because:
  
  Custom Built Structures, is wrong with what they are saying on the waiver. I do not accept what they are saying. They just don't want to come to some sort of agreement and make this right. I spent a lot of money with them on all 3 buildings that I purchased. THEY NEED TO MAKE THIS RIGHT.

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