We had an extremely disappointing experience with Custom Built Structures, and we feel it's…read moreimportant to share it so others know what to expect.
The problems started before construction even began. Ben at American Metal Garages told us our metal building would be installed about a week after the cement floor was completed, so we scheduled the closing on our house based on that timeline. After contacting Custom Built Structures, however, we were told the actual lead time was 2-4 weeks. Because of that delay, we had to move all of our furniture and belongings off the concrete pad. We specifically asked what clearance was needed and were told to leave a 5-foot perimeter around the pad. We followed those instructions exactly.
From that point forward, communication was almost nonexistent. I spoke with Kaitlyn, who oversees jobs in North Carolina and Tennessee, only once. I left approximately four messages asking for a return call, and none were returned. Construction dates changed repeatedly, but Custom Built Structures never contacted us to let us know. Every update came because I called them.
Eventually, we were given a firm installation date of Friday, June 26. We took time off work to be there. By 11:00 a.m., no one had arrived, so I called the office. I was told there had been a problem and that someone had left us a voicemail. The message, which came after 10:30 a.m. and was flagged as spam, simply said the crew would not be arriving that day. There was no explanation, no apology, and no effort to contact us in a meaningful way. I again asked for Kaitlyn to return my call. She never did.
I called again Saturday and left another message. That call was never returned either.
Meanwhile, Bernardo, the crew leader, contacted us directly. He explained that his crew had been delayed because they had been sent to another job where they hadn't been informed an RV was still parked under the structure they were supposed to work on. He told us they would arrive at our property at 6:00 Sunday morning. After heavy rain, they finally arrived around 6:30 that evening.
When they got there, they immediately realized there was another serious problem. The space we had left was exactly what Custom Built Structures had instructed us to leave--but it wasn't nearly enough room to erect the building. The crew spent roughly three hours trying to figure out how to make it work, attempting unsuccessfully to contact someone at Custom Built Structures, and repositioning their equipment. They didn't begin construction until around 9:00 p.m.
The following day they worked approximately 14 hours. In total, the job took about 38 hours over 4 days instead of the roughly 12 hours it should have required because they had not been given accurate site information, and neither had we. The crew worked incredibly hard under circumstances that were not their fault, finally finishing Wednesday afternoon.
Afterward, I contacted Custom Built Structures and finally reached Kaitlyn. Because of everything that had happened, I asked to speak with an owner or general manager and was connected with Elizabeth, who I believe is one of the owners. I calmly explained the entire situation. Rather than acknowledge the company's repeated communication failures or the unnecessary burden placed on the installation crew, she immediately insisted there would be no compensation for the crew's extra time and effort. When I questioned that decision, the conversation became argumentative instead of solution-focused.
Our biggest disappointment wasn't the delays--it was the complete lack of communication, accountability, and customer service from Custom Built Structures. We were repeatedly given incorrect information, ignored when we asked for updates, and left to deal with the consequences of mistakes made by the company. Meanwhile, the installation crew worked far beyond what should have been required because they were put in an impossible situation.
If you're considering hiring Custom Built Structures, be prepared for poor communication, shifting schedules, and a company that appears unwilling to take responsibility when things go wrong. The only bright spot in this experience was Bernardo and his crew, whose professionalism and work ethic stood in stark contrast to the way the project was managed.
-- Lisa Kirkpatrick and Kenn Jacobine
