Complaints

This profile includes complaints for Custom Distributors Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Custom Distributors Inc.

  9190 Seward Rd Fairfield, OH 45014-5406

  
• 

  Custom Distributors Inc.

  2040 South Alex Road Dayton, OH 45449

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:12/02/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore 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.

  Terrible delivery and customer service. Delivery people left our back door wide open over night and left a dirty mess. Water wasn’t properly hooked up to the refrigerator. Vent hood was ordered incorrectly and resulted in a 3 week delay that the company wouldn’t work to rectify even though they had the parts in stock. We ended up hooking the water to the refrigerator ourselves. We lived without a vent hood for 3 weeks with large boxes in our dining area. We also paid for unnecessary parts. Spoke with ****** ********, who promised refund of the installation we paid for and return of unneeded parts, however cowardly ignored any further communication with us. Would never recommend this company with such poor customer service and rude employees. 95 refrigerator install + unnecessary amper 495 + 295 hood vent = 849

  

  Business Response

  Date: 12/20/2023

  We apologize about the issues you experienced during your appliance installation and the dirty site you experienced upon move-in the following day. 
  After researching this further, it does appear that the water for the refrigerator was hooked up during the initial installation visit, proven by time-stamped photos uploaded to our share drive which show the completed waterline connection via a stainless-steel braided line.
  For the claim of unnecessary parts, we believe you are referring to the Make-Up Air damper made by Faber. While we did find that the initially ordered piece was incorrect, we rectified it with the correctly sized option, so any claim of unnecessary parts ordered was only a burden on us, not on you as the purchaser.  Along the way we communicated the ETA information as soon as we received updates from the supplier. This piece is deemed necessary for code compliance by a majority of municipalities which require any ventilation product rated above 400 cfm to be accompanied by this piece to allow proper airflow through your home.  While part of appliance distribution is finding the right pieces for the customer’s wants, another part is to ensure the products we sell remain in-code, dictated by the requirements of the areas in which we work.  Although you may feel as though it is an unnecessary piece and experienced delays while we found the correct fit, we would not be doing our job to not offer this code-required solution and ensure it is in working condition prior to you turning on the appliance.  At the moment we are still waiting on you to drop off the oversized piece to complete your refund for that specific portion of your order.
  In the end, we understand that a dirty home upon move-in is disappointing and we’ll work to clean up that part of our process. However, the claims of non-installed water line for your refrigerator (which was indeed installed correctly), your direct complaints to our team of “not installing the waterline for your steam oven” (which was also installed correctly), and the claim of our team not responding to your communications for weeks at a time were all exaggerated for the effect of this review.
  For the requested refund of your services, those credits have been issued for the workorder fees and have been returned to you.  With that, we believe that the desired settlement option of “refund” has been fulfilled prior to you having written this complaint.

  Customer Answer

  Date: 12/20/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ** ********* and have determined that this does not resolve my complaint.  For your reference, reasons for rejection are included below.

  -no refund applied.

  -I personally hooked up the water and project manager assisted. Please feel free to confirm with Stuart (************) of Old World Custom Homes! Your documentation is incorrect. Per conversation with ****** ********* was promised installation refund along with extra parts we were unnecessarily charged for. 

  
  Regards,
  
  *** *******
  

  

  Business Response

  Date: 12/21/2023

  Upon further review, the input credit was not entered properly and has been re-established today with transaction ID (credit) # ******** and will be returned via the same payment method used for the appliance purchase. We apologize for the additional delay this has caused in the rightful return of the installation charge in question.

• Initial Complaint

  Date:01/24/2023

  Type:Delivery Issues
  Status:

  AnsweredMore 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.

  I had ordered our appliances well longer than 12 months ago with 50% deposit. A month before delivery was to take place, I was told by Chad we cannot get the ***** dishwasher we ordered, they were not in production. Chad let me know he told our sales person Dave a month earlier who never reached out to me. I picked out a different one with different aesthetics than I wanted because options were limited. OK got over that hump, Then TWO days before delivery (5 days before Christmas) was told they cannot find our ***** cooktop, ordered 12+ months prior, that they ensured me in November with the dishwasher issue, all other appliances were in the warehouse. They could not find it. The communication was horrible. They did not offer me a loaner or even to purchase hot plates for me. I had to figure it out. They found a floor model with scratches and gave me a discount. Fine. But now we are at the hood cover, which was bent on original instal in December, when they came out to install the cooktop there again was an issue with the cover. We received two boxes with the hood cover last week and are telling me mid February before they will install and blamed manufacturer. To have to wait two months to get this fixed and another 3 weeks from now where we had to push off a housewarming party two months with very little to no communication from the company is ridiculous. We should be moved up on the hood/vent install as it was a custom distributor issue.

  

  Business Response

  Date: 01/24/2023

  We understand and apologize for the myriad of issues related to our handling & communication on Karen Goodburn's order.  Please note that we reached out directly to the customer on 1/24/2023 and have independently resolved this issue and will work to ensure these are not problems going forward.

• Initial Complaint

  Date:09/19/2022

  Type:Billing Issues
  Status:

  AnsweredMore 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.

  We ordered ***** kitchen appliances in Sept. 2021 at the *********** **** location in the amount of $8,000. There was a manufacturer rebate offered in the amount of $500 but in order to receive the rebate the paperwork with invoices must have been submitted by 12-31-2021. Due to supply chain issues, the appliances sporadically arrived throughout Q1 & Q2 of 2022. Working with the local salesperson he assured me that I would still qualify for and receive the rebate. I continued to work with David M***** at Custom Distributors for resolution. He engaged the ***** (appliance manufacturer) rep for assistance. After several follow up emails with Custom Distributors, they become unresponsive resulting in this filing

  

  Business Response

  Date: 10/05/2022

  We apologize for the poor communication through this rebate process.  It is clear that you qualified for the ***** manufacturer rebate for a 4-piece package, worth $500.  Please note that we have communicated with our ***** representative who is manually approving this and will be issuing payment via the standard pre-paid **** card, to be mailed to the delivery address on file (the same that was used for your order).

  The problem arose when the manufacturer-backordered product delayed fulfillment past the program claim window.  ***** uses a 3rd party service to handle these claims who draws a hard line on approval based strictly on the program dates for which the order qualifies.  However, ***** has taken responsibility for the backorder situation and is manually handling claims denied for this reason.  This manual approval process does take time but in the future we will do a better job at communicating this to the end-user.

  The salesperson will follow-up with the customer directly upon learning of payment confirmation, and at that time we should also have a generalized expected date of shipment to the customer's home.

• Initial Complaint

  Date:07/29/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore 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.

  Date of transaction June of 2020. We purchased a full set of ***** appliances to be installed in our newly renovated kitchen. COVID caused major delays which we understand and are not the basis of this claim. Some appliances were delivered and installed and the last item remaining was our speed combination oven. It was finally delivered and set for install. When it came out of the box the manufacturer included 2 different mounting brackets, so far not Custom’s fault. The appliance installers took pictures and sent them to CDI so they could order the correct parts. Round 2: meanwhile zero communication. If I wanted any sort of an update I had to call. We paid for install on March first we are six weeks from delivery with failed install when they return for second try. The parts ordered are no where close to what was requested. The GM of the ******** store ( Ginger B…I see her name a lot on the previous complaints) makes a ridiculous # of excuses as to why this happened. Fast forward to try 3 two weeks later, again no communication I was constantly getting shuffled and when I asked to talk to someone besides Ginger the phone handler told me she broke her out of a meeting and the situation was being handled. They set up install and the wrong parts were sent again. Baffling the installers and myself. This time the installers take the part that is needed with them so they know exactly what to order. Now we add insult to injury.. I get a call today to take a picture of the model label so they know what part to order. How the hell did I order something from someone that doesn’t know what it is? Also concerned the one correct part is missing. Again no call back to assure me they have it under control…zero attempt. We are contesting install and the cost of the unit. When I got the call to identify the model I asked to return it because the level of incompetency is worth the wait for a different company to handle it. BEWARE OF Custom Distributors

  

  Business Response

  Date: 08/01/2022

  Per the ***** “Statement of Limited Product Warranty” regarding the ********* appliance purchased by **** Leake (boyfriend of ******** ****), “During this warranty period, Bosch or one of its authorized service providers will repair your Product without charge to you (subject to certain limitations stated herein) if your Product proves to have been manufactured with a defect in materials or workmanship.”  The manufacturer’s inclusion of incorrect or misfitted parts in the original packaging is specifically covered under this clause and because of this our only option is to attempt repair on the product; not to refund or replace it.
  Bosch appliances are equipped with both a MODEL NUMBER & SERIAL NUMBER, along with a unit-specific FD-NUMBER.  This FD-Number is sometimes used by *****, their servicers, & their parts distribution to help find the exact parts used in the construction of that specific appliance.  For this situation, our manufacturer representative asked for the FD-Number from the appliance and that information was not available to Custom Distributors unless the customer provided it to us.  When asked for this information Adrienne responded negatively, adding both time & frustration to what is typically a simple request & one that many customers before have provided without question, knowing it would expedite the repair of their appliance.  Compounding the situation, our manufacturer representative has provided Custom Distributors with the incorrect parts multiple times, which is out of our control, but avoidable with the FD-Number.
  During the time between ordering the 1st set of replacement parts & this complaint having been written, both our company & our local installation company made many attempts to reach *** **** without success or returned messages; but were able to speak to *** ***** multiple times with mutual understanding of the difficult situation & our continued efforts to address it.
  Custom Distributors continues to work towards an equitable solution on behalf of *** ***** & *** **** per their purchase agreement & within the confines of ******* Statement of Limited Product Warranty.  Additionally, Custom Distributors is not responsible for covering the cost of *** ***** & *** ****** installation due to a manufacturer’s material defect or part exclusion.