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:10/16/2024

  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.

  As I started writing this complaint it resulted in being too large to complete with all the information and details so the file was downloaded below along with a picture of the gate involved in this situation. Please let me know if there is a problem with this submission.

  Business Response

  Date: 10/16/2024

  In response to ****** Espanol's complaint:

  Receiving this complaint has taken us here at Custom Customs by surprise. Lets start from the beginning, we had exceptional communication with ****** throughout her entire build going back and forth with the fabricator, making sure she was completely satisfied on her design, making adjustments, cutting new material, to re-fabricating all at no additional cost, continuing our well established communication she made a complaint that she was not satisfied with her installation of the perforation screen to the existing iron work. (Please see attached work orders). ******** install was completed on June 06, 2024, a signature was received from ****** which was signed under a statement on the work order that clearly states "By signing below, I agree that I am 100% satisfied that this job has been completed to the scope of my agreement." There is also a signature where ****** declined any type of preventative maintenance. The day of the install there was never a phone call, email or text to the Owner nor our field specialist letting anyone know that anything was wrong with the install like she has done before. ****** is stating that nothing was said the day of the install because "she thought she could live with it". If this were the case, there should have never been a signature given stating that she was 100% satisfied with her work. Our field crew also went back out to ******** home on July 09, 2024 to reinstall some perforation after ****** took the proper channels to verbalize that she was not satisfied with the work being done on the previous perforation screen. On that day, ****** again, signed off on the work stating that she was 100% satisfied. There have been no phone calls made to the owner, field specialist nor the office to address this issue. However, there was a vague text sent to the owner. This text message did not state a name, address or the area of concern. Seeing how the owner gets 100s of phone calls, texts and emails a day. There was no indication given to who this was from, not to mention the wording only spoke about an email which came off as a spam text. 

  If this issue had been brought to our attention via the channels that ****** took previously, we would have most definitely addressed it as we did her concern back in July. We take responsibility for over looking the email that she sent and if it was brought to our attention properly, the matter would have been corrected immediately. We pride ourselves in answering our phones and emails promptly 24/7.

  Customer Answer

  Date: 10/22/2024

  Complaint: 22416348
  
  I am rejecting this response because:

  
  First of all, my email message had all the information it needed to know where and who it came from. Here is the copy again;
  
  ****** espanol 
  From:********************
  To:*****************************************
  Mon, Sep 30 at 3:33 PM
  
  Hi ****,
  
  You built a beautiful front entry door/gate for me. You might remember how we had to work on the design until we got it right. 
  
  When the truck drove up I saw the door sitting on the truck and it was at that time I noticed a dent on the backside. I did mention it to ***** who was the installer that day and he didnt say much about it but he did see it as well. I thought it was something I would be able to live with. (picture below)
  
  Every time I go in and out of this gate I now see that dent every time and after time it has finally worn on me to the point I am not happy with it. 
  
  I didnt mention it at the time because of the issues that we had with both the front and the back gate but I need to know if theres something we can do about it. Can it be hammered out or something else?
  
  I would greatly appreciate it if you could get back to me.
  
  Thank you,
  ****** Espanol
  
  
  Because there was absolutely no response to this email, I sent a text message where again there was no response. That was a clear indication of the worst customer service, which caused to me to write this complaint since I was not going to get a response any other way. My email was friendly and reasonable so being completely ignored has definitely changed my perspective. As indicated, something was initially said about the issue to the installer when the door was sitting on the truck. The installer said nothing.Because I waited 5 months for this gate I needed the security it was purchased for due to incidents that were happening around me and didnt feel I could wait even longer. The process I was put through to get 2 quality products was not something I should have ever had to go through. I talked to a number of other iron gate companies and they assured me the gate would have never left the shop with the dent in it nor would my side gate ever have needed to be reinstalled a second time because it was a very bad and defective installation the first time. Another company also stated that there was a year warranty on their product which also tells me that I never should have chosen this company if that is the case here. The owner was even angry with the workers that caused the issues I had to deal with, which is indicative of the quality of this company.  Now I see this company as not being worth the price or the wait.Whether the gate was fixed then or now I see no difference. The installer seemed to think it wouldnt be noticed or noticeable, but now I see it whenever I go through it. It came like that, the installer saw it, and I want it fixed.
  
  
  Sincerely,
  ****** Espanol

  Business Response

  Date: 10/24/2024

  Attached is the vague text that was received from ****** Espanol. After receiving the complaint and looking further into this, there was just this text that was sent to the Owner here at Custom Customs. As you can see, there is no name, address nor was the issue addressed. Again, seeing's how the owner receives so many calls/texts a day there was no sure way to pin point that this text was not a spam message.  

  Business Response

  Date: 10/24/2024

  As this is my first time in 10 years responding to a BBB complaint I was unaware our response would be directly sent to the customer as I would have done so personally. I do apologies for the over looked email and I probably get around ***** spam text per day. Unfortunately I didn't have your number saved in my new phone and your number is not a 702 area code so I immediately discarded it as spam. Now that I know my response are being relayed directly to you, I say the same thing I've always said to you when a issue came up, How can I help. I have NEVER told you we would not make the repair nor have I ever told you we would not take care of the issue. This whole time we have felt we need to explain to the BBB why we didn't respond. The fact of the matter is you feel we have done you a disservice where we have done nothing, but insure your greatest satiation when it came to the exact specifications you required on the out come of your project. I have never once given you any reason to doubt that I would leave you unhappy. That being said, I would hope you can give us a opportunity to resolve the issue that as of 10/12/2024 became aware of. I take great pride in our work and will always be disappointed in my staff when they make mistakes and will never hide the fact of that.

   

  **** *******

  Owner and operator

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

  Customer Answer

  Date: 11/03/2024

   
  Complaint: 22416348
  
  I am rejecting this response because:
  

  Its not that I am rejecting the response but I am not clear that there was a resolution in the response from Custom Customs that could be accepted to close the case. I read mostly explanations of several things.  
  
  When I initially tried to contact this company through reasonable email and text messages to try to see if there was anything that could be done about the issue, and when I was completely ignored and disregarded, how else was I supposed to feel, think and proceed, which again, is what caused this complaint to be initiated. 
  
  After the first response I didnt read anything that indicated that the issue was going to be addressed , discussed or resolved. In the current response it was only stated that there was a hope for an opportunity to resolve the situation. Of course I would welcome the opportunity. That was the original reason for the initial email and text messages, but I never felt that that was an option after there were no responses until I filed this complaint.
  

  
  Sincerely,
  
  ****** Espanol

  Business Response

  Date: 11/19/2024

  Attached is the vague text that was received. No name or address to correspond to. 

  Business Response

  Date: 11/19/2024

  ******,
  
  Per our last conversation, I would like you to know that the reason there was no resolution in our first response is due to the fact we thought we were directly speaking to the BBB about not responding to you/ your texts.

  
  I do apologize again that your email was overlooked and due to having a new phone, your number was not saved so the vague text received-Did you get the email I sent about a week ago? was brushed off as spam.

  
  Secondly, in the past you have had no issue calling our office or my cell to discuss you being dissatisfied. You did so with your Pedestrian gate within 24 hours and we came out and addressed the issue asap!

  
  As I have stated previously as well in my responses, I am happy to make the repair to your Perforation Backing. If you do not want that,we can simply refund you the cost of your perforation backing which is listed on your invoice for a total of $125. If you would like me to come out and address the issue and see how we can make this right then again, please give me a call **************. The amount of time it has taken going back and forth here, this could have easily been resolved with a phone call to either the office or myself. 

  Customer Answer

  Date: 11/21/2024

   
  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.
  
  Sincerely,
  
  ****** Espanol

  Customer Answer

  Date: 11/22/2024

  Will this complaint be published or not published since it was resolved?