Custom Remodelers Inc

July 13th, 2017   Re:         Case # [redacted]     Custom Remodelers, Inc. has serviced this customer multiple times due to manufacturer defects and/or upgrades to their current screens. Custom Remodelers, Inc. has requested the...

involvement of the manufacturer. Manufacturer’s service rep has contacted the customer in order to resolve screen issues. We thank the Revdex.com for their help in this matter.   Respectfully, Custom Remodelers, Inc.

Initial Business Response /* (1000, 9, 2015/10/07) */
Custom Remodelers had to remove the existing gutter covers to install the roof properly. CRI has since re-installed new gutter covers that work with the new roof, and re-attached the downspouts.
We had dispatched our Siding Installer to...

replace the scratched fascia (rather than re-paint). The work is being done today.
In the matter of the bike, the Police are investigating the theft.
Regards,
Steve [redacted]
Custom Remodelers, Inc.
[redacted]
Lino Lakes, MN 55014
[redacted]copied and pasted from email.
Initial Consumer Rebuttal /* (3000, 11, 2015/10/18) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I am very happy with the work of the guys who came to fix the gutters and fascia. They were great. They did a wonderful job, explained what they were doing, came when they said they were coming, and didn't leave a mess like the first crew (Dangerous refuse has been turning up in my yard all summer.)
I don't know where Steve is getting his information about the bike. Mpls police do not investigate bike thefts. They take a report.
The bike was stolen sometime in a two-day period. We have a security system so we know when the garage doors are opened and closed. The time the workmen were here was the only time the door was left open, as I explained to Steve - and the police - at the time I alerted them to the theft.
I do NOT suspect any of the company's workmen. I believe it was stolen due to negligent oversight when the overhead garage door was left open all day. I understand the workmen were busy in a different location and can't be guarding a garage but I told Steve several times that it's not safe to leave material out because of thefts in our neighborhood. Simply closing the overhead door would have minimized the chance of someone walking off with our property.
We're closing out this complaint. I don't think anything more will be resolved.
Final Consumer Response /* (2000, 12, 2015/10/20) */

October 4th, 2016   Re:         Case # [redacted]   A representative from both Custom Remodelers, Inc. and the window manufacturer have met with the customer. It was determined that a new window was needed. The new window has been...

ordered and will be replaced under the manufacturers’ warranty. We thank the Revdex.com for their help in this matter.   Respectfully, Custom Remodelers, Inc.

Initial Business Response /* (1000, 5, 2015/11/23) */
November 23rd, 2015
Re: Case # [redacted]
The wide arched window trim on the [redacted]'s home required a specialty solid PVC material to complete the job in the best manner possible. The type of material that was needed to be used...

on this application was not originally communicated properly with the customer. The customer has been contacted and explained why this type of material was necessary in this application. He now understands the reasons this type of material was used. All work has been completed and Custom Remodelers, Inc. is issuing a $500 credit for any misunderstandings pertaining to the trim. We thank the Revdex.com for their help in resolving this complaint.
Respectfully,
Custom Remodelers, Inc.
Initial Consumer Rebuttal /* (2000, 7, 2015/11/25) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Assuming that no lien or other damage has been filed or done to my family credit score I will choose to accept this response to close the file. Should I find out the work is not what they claim, or damage has been done to my credit, we will reopen.
I am still greatly dissatisfied with the way I've been treated the past 6 months by this company but am willing to move on. We were offered other resolutions that were taken off the table including what was outlined in my complaint. Quite frustrating to have no communication and then false hope, assumptions and promises with very little explanation. Additionally, we were never contacted or even sent a bill and they threaten to put a lien on our property. Ridiculous. Thank you for your help Revdex.com.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.

Initial Business Response /* (1000, 5, 2015/07/28) */
Custom Remodelers made every effort to get the customers door installed in a timely fashion. The customer was called on 6/26 and put on the schedule for installation on 7/3. Well within our desired 8 wk timeline. We have no record of an email...

or voicemail left when our office building was closed on 7/3. If there are issues with our installation, Custom Remodelers would like an opportunity to correct the problem for the homeowner. We have documented this on the customer job file and will be available to correct any problems that may occur in the future.
We thank the Revdex.com for their help in this matter.

Initial Business Response /* (1000, 8, 2016/01/25) */
A phone call and an e-mail was sent to our customer on 1/19. Customer called back on 1/25 to schedule a service appointment. That appointment has been set for 2/4 at which time the problem with the window in question will be addressed. We...

thank the Revdex.com for their help in resolving this issue.
Initial Consumer Rebuttal /* (2000, 12, 2016/02/08) */
Thank you helping me coordinate the window repair man to come out. The problem has resolved. Thank you!

December 16th, 2016  RE: Case # [redacted]: [redacted]  Custom Remodelers, Inc. has reset an appointment with the homeowner on January 10th, 2017 to address concerns. We apologize for any inconvenience this may have caused. We thank the Revdex.com for their help in this...

matter.   Respectfully, Custom Remodelers, Inc.

I am rejecting this response because: I've been waiting YEARS for screens that fit my windows (and again another summer without proper screens). Custom Remodelers needs to take responsibility, they sold me the windows. I am now requesting reimbursement or replacement.

Initial Business Response /* (1000, 5, 2016/02/18) */
February 18th, 2016
Re: Case # [redacted]: [redacted]
Custom Remodelers, Inc. installed a patio door as contracted. After installing patio door it was determined there was a manufacturer defect on the screen. Custom Remodelers,...

Inc. notified the manufacturer of the defective screen and they agreed to send a new screen. Custom Remodelers, Inc. attempted to install the new screen from the manufacturer and it was made too big. Custom Remodelers, Inc. ordered a 2nd screen from the manufacturer and will install when received. We are sorry for manufacturer warranty issues. We thank the Revdex.com for their help in resolving this claim.
Respectfully,
Custom Remodelers, Inc.
Initial Consumer Rebuttal /* (3000, 7, 2016/02/19) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The issue began long before the issues with the screen, and as with everything else, the story changes each time. This is the first I've heard about the original screen having a defect. The larger issue is the lack of communication, untimely completion of the entire job ( It shouldn't take 3 months to get a patio door), and that each step has only been completed due to me reaching out and asking for a status. After signing a contract, the measurements weren't even taken for a month, and again, that was due to me asking for a status. Each time I text/call to ask, I receive different stories. This isn't how you treat a customer. Dealing with our garage/house fire was easier than ordering this patio door. We were only out of our house for 8 weeks for that! I'd like to see the company take some responsibility for their lack of customer service and poor job/project management skills in ordering a patio door that cost $4,000!
Final Business Response /* (4000, 15, 2016/03/04) */
March 4th, 2016
Re: Case # [redacted]: [redacted]
Mrs. [redacted] was contacted by Ryan [redacted], the sales manager of Custom Remodelers, Inc., and informed that the manufacturer's defective screen for her patio door that was ordered is scheduled to be delivered on 3/10/2016. Mr. [redacted] has a service representative scheduled to install the screen on Friday, 3/11/2016.
Mrs. [redacted] told Mr. [redacted] that when the service on her screen door is complete, she will not be paying Custom Remodelers, Inc. the amount due on her contract. Mr. [redacted] apologized for the manufacturers defect in the patio door screen and tried to offer a sizeable discount of $400.00 which is approximately 10% of contracted amount due to manufacturer defect. Customer stated she is unwilling to accept that agreement. Mr. [redacted] then explained that if no mutual agreement can be reached, that Custom Remodelers, Inc. will explore all options to legally collect on the contract signed by customer.
We thank the Revdex.com for their help in resolving this matter.
Respectfully,
Custom Remodelers, Inc.
Final Consumer Response /* (3000, 17, 2016/03/07) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I agree that no agreement in settlement can be reached. Custom Remodelers has chosen to ignore the root issue of my complaint, the lack of communication and poor project management of a new patio door and installation. If completed on March 11th, it will be 5 months, and the delay didn't start with a defect in the screen door, it started from the beginning, with even getting the door measured. UP till even this last step, I constantly have to follow up. We were told 2 weeks for this screen the last time ( when they said it was too big), but it will be at least 4 weeks. I don't believe this company places orders or follows up on orders in a timely manner. $400 is not an acceptable discount on a patio door that cost $4000 and took 5 months ( hopefully , since not complete) to complete. When the job is completed, I'll sign off on being completed, and will deal with the remaining balance being financed as agreed if I choose to not take legal action against this company. I don't really want my credit ruined due to my decision to work with an awful company, but want to do warn others against this company. No need to go back and forth anymore, but don't want this considered " resolved" as the company did nothing to work with me. I would like them to see this response.

Initial Business Response /* (1000, 5, 2015/06/04) */
We were contacted the same day this complaint was filed. Even though we did not know of the Revdex.com complaint, we had already scheduled to come out the next day to look at the gutters. We are confident if there are any adjustments that need to be...

made, it will be taken care of today. We thank the Revdex.com for their help in resolving this issue.
[redacted]confirmed via phone.

May 9th, 2017   Re:         ID # [redacted]   Custom Remodelers, Inc. has completed work contracted by this customer. Custom Remodelers, Inc. has a service scheduled for a factory-defective trim kit on May 15th, 2017 and the city...

inspection is scheduled for 3:30PM on the same day. We thank the Revdex.com for their help in this matter.   Respectfully, Custom Remodelers, Inc.

May 10th, 2017   Re:         ID # [redacted]   A manager from Custom Remodelers, Inc. has spoken with the customer as of today’s date and has rescheduled the service for May 16th, 2017. A Custom Remodelers, Inc. representative and the homeowner have agreed to meet at the job site after service is complete to address any other issues the customer may have had with this project. We thank the Revdex.com for their help in this matter.   Respectfully, Custom Remodelers, Inc.

Initial Business Response /* (1000, 6, 2016/03/04) */
March 4th, 2016
Re: Case # [redacted]
A representative from Custom Remodelers, Inc. contacted customer and apologized for the custom-made block window with exhaust vent being on backorder. Custom Remodelers, Inc. and Mrs....

[redacted] have reached a mutual agreement to cancel the contract. We thank the Revdex.com for their help in this matter.
Respectfully,
Custom Remodelers, Inc.
Initial Consumer Rebuttal /* (2000, 8, 2016/03/11) */
(The consumer indicated he/she ACCEPTED the response from the business.)

I am rejecting this response because:
The windows are over priced. This company refuses to give a break down of the cost. They were asked numerous times to provide this information and they decline to answer saying that all prices are given by the company and they do t have this information. All that's is asked is for them to provide this information, customer feels like they were ripped off by this company.

October 19th, 2017     Re:         Case # [redacted]: [redacted]     Custom Remodelers, Inc. was contracted to purchase materials only by the customer for their new-construction home. There is still an unpaid balance on their account of...

$3,013.00. Custom Remodelers, Inc. was informed by the homeowners that there was a portion of their door that did not meet their expectations. Custom Remodelers, Inc. contacted the manufacturer’s representative, informing them of the customers dissatisfaction. Some of these replacement items were required to be custom-manufactured specifically for this project, from the factory in Ohio, and then shipped via truck due to their size to Custom Remodelers, Inc.’s warehouse. Replacement parts have been received from the manufacturer and will be delivered to the customers new-construction job site today, October 19th, 2017. We thank the Revdex.com for their help in this matter.     Respectfully, Custom Remodelers, Inc.

Initial Business Response /* (1000, 5, 2015/07/29) */
July 28th, 2015
Re: Case # [redacted]
Custom Remodelers, Inc. explained to the customer that due to the fact that it was weeks after his cancellation period had ended, per contract, the cancellation provision of 35% of...

contract price would be due to terminate contract. Otherwise, Custom Remodelers, Inc. has customer's material in warehouse and have customer call to schedule his siding installation as soon as possible. We thank the Revdex.com for their help in resolving this matter.
Respectfully,
Ryan [redacted]
Sales Manager
Initial Consumer Rebuttal /* (3000, 7, 2015/07/29) */
(The consumer indicated he/she DID NOT accept the response from the business.)
That is what I was told when met with Ryan and not an acceptable option.
I have attached a letter that was dropped off today at CRI's to shed more light on what has occurred to this point.
Bottom line is that they have not been straightforward nor lived up to their contract. I don't trust that work will be completed well or in a timely fashion so them doing anything on my property is not an option.
Final Business Response /* (4000, 11, 2015/08/05) */
August 4th, 2015
Re: Case # [redacted]
Custom Remodelers, Inc. incurred substantial marketing, administration and material costs pertaining to this order. The customer also secured 0% financing for 48 months through Wells Fargo. In order to appease this customer and continue to demonstrate good will, Custom Remodelers, Inc. agrees to cancel this contract and return customer's $1,000 down-payment. We thank the Revdex.com for their help in resolving this complaint.
Respectfully,
Craig R. [redacted]
President
Final Consumer Response /* (2000, 17, 2015/08/06) */
Contract was cancelled and money was returned to me.

Initial Business Response /* (1000, 5, 2015/12/11) */
December 10th, 2015
Re: Case # [redacted]: [redacted]
Custom Remodelers, Inc. installed 50 Year GAF Timberline shingles on customer's roof. We are a Master Elite Certified Roofing Contractor. The warranty provided by GAF includes labor...

and materials to be free from defects.
Our service coordinator, Judy, called on December 8th and was told by the customer that there were no leaks in the roof.
Custom Remodelers, Inc. flashed around chimney and roof-to-wall transitions to code. Custom Remodelers, Inc. also provided Drip edge per code. The city has done a final inspection which has passed.
After roof was completed, customer was informed that at some time in the future the chimney may need to have some tuck-pointing done. Custom Remodelers, Inc. was not contracted to tuck-point the chimney.
Contract was for a roof only. The customer claimed that the salesman promised her attic insulation which was not part of the contract. It was then agreed that Custom Remodelers, Inc. would provide 6 inches of blown-in insulation at no charge. Customer agreed to pay an additional $500.00 for another 6 inches of insulation to bring the total level of insulation up to 12 inches. This was completed and the contract was closed.
Attached is a copy of the warranty and the addendum for the insulation.
Respectfully,
Steve [redacted]
Initial Consumer Rebuttal /* (3000, 8, 2015/12/16) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Yes the flashing around chimney has been well, the flashing at the roof-to-wall areas has never been touched in over 30 years it is rusty and still leaks in garage, where the garage and house share the wall. also the trim that runs along the bottom of the siding that use to hold it to the house was removed and never replace when the roof was getting done. The siding flaps in the wind now. And as far as the 50 Year GAF Timberline shingles, the part number from 6 rappers from the dumpster don't match 50 year rating shingle. The part were they say work getting done free of charge, this house is 1200 square feet and cost well over double the cost of 7 other roofing company's near by that would have done the complete job not just part of it. The roof job even if not the flashing being replaced the siding should have been reattached to the walls or do we have to still have a siding company come out to reattach the siding.
Final Consumer Response /* (3000, 23, 2016/01/25) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Here are a few pictures, the first is of the leak in the garage it is soaking up in the sheetrock as it makes it way to the floor and I was told as the water follows the edge of the shingles along the roof and the garage wall the water comes into the garage where the flashing was removed at tear off they called it but was never replaced the second picture is of where the flashing was for the last 50 plus years the other pictures are of what rick at menards also other roofer say not to do as far as the layout of shingles even the timberlines video shows not to line then up this way it may void the warranty
Final Business Response /* (4000, 25, 2016/01/27) */
Mrs. [redacted] has a 70 yr GAF Warranty in effect for labor and materials. Her roof was inspected by the City of North St. Paul on 5-21-15 and passed inspection. A GAF Rep has been requested to contact Mrs. [redacted] and arrange a meeting to inspect and certify her roof. On 1/26 an owner of CRI contacted Rick from Menards who stated he has never spoken to Mrs. [redacted] nor has he been to her home. He stated he would not speak to problems with GAF as Menards does not sell that product. Custom Remodelers does not do tuck-pointing and that process was not written into her contract. We thank the Revdex.com for their help in resolving this matter.

Initial Business Response /* (1000, 5, 2016/02/18) */
February 18th, 2016
Re: Case # [redacted]: [redacted]
Custom Remodelers, Inc. installed roofing on customer's house per contract. Customer was shown a sample board of 11 colors to choose from. She selected the color Weatherwood....

After the roof was completed, Mrs. [redacted] was not happy with the color choice, but this is the color we were contracted to install. In order to show good will and to appease the customer, Custom Remodelers, Inc. would be willing to tear off the shingles at a reduced price. We thank the Revdex.com for their help in this matter.
Respectfully,
Custom Remodelers, Inc.
Initial Consumer Rebuttal /* (3000, 7, 2016/02/21) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I do not accept the response of the business. It is not an accurate description of what occurred.
This is what transpired with the salesman from Custom Remodelers, Inc.:
1. I was shown eleven shingle samples - ONLY shades of gray and black from which to choose from.
2. I told the salesman that I didn't like gray or black and any of the 11 shingle choices he showed to me. I said to the salesman, "Are these the ONLY choices?".
3. I asked the salesman specifically if there were any other shingle choices I could choose from and he didn't respond to my question. He continued to show me the 11 shingle choices and told me which one HE thought would look best with the brick on the front of the house.The work on the house transpired on January 26.
4. When the roofing job was complete and the salesman came back to pick up payment for the job (February 1), I told him that I was unhappy with the shingle choice he sold to me. He told me he understood why I was unhappy and agreed that the shingle color did not go with the brick on the front of my house. He said, "I'll see what I can do".
5. Salesman went to his car and brought back a very large shingle sample book with at least 25 shingle samples that I could have make a selection from. Once seeing the different choices I could have chosen, and finding at least 5 choices that would have been a better match, the salesman indicated that he would bring back large shingle samples for me to see. He told me that he was going to go back to his office and talk to his boss.
6. I was NEVER shown any of these 25+ choices of shingles when the salemsan originally met with my husband and me regarding reroofing our house.
7. If the salesman would have ORIGINALLY shown to me ALL the shingle samples available from which to choose from, I would not feel as if I was taken advantage of through high-powered salesmanship. I would not have felt pressured to select a shingle sample and I would have shingles on the house that compliment the brick, front door and house siding.
8. I waited to hear from the salesman about his conversation with his boss. After no response, I called the salesman on February 12th who told me they would replace the shingles for a $1200 fee. We already paid over $19,000 for the roofing work.
Final Business Response /* (4000, 9, 2016/02/23) */
February 23rd, 2016
Re: Case # [redacted]: [redacted]
Again, Custom Remodelers, Inc. installed roofing on customer's house per contract. Customer was shown a sample board of 11 colors to choose from. She selected the color Weatherwood. After the roof was completed, Mrs. [redacted] was not happy with the color choice, but this is the color we were contracted to install. In order to show good will and to appease the customer, Custom Remodelers, Inc. would be willing to tear off the shingles at a reduced price. We thank the Revdex.com for their help in this matter.
Respectfully,
Custom Remodelers, Inc.

I am rejecting this response because:The manufacturer (Lindsey) was out to my house mid July. He promised he would personally make sure the screens were made correctly and a have a new pane for the scratched window within two weeks. It is now the end of September and I've heard absolutely nothing.