ComplaintsforBuildZoom, Inc.

• Initial Complaint

  11/18/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  My husband and the owner of our company, Metro Built, passed away in August. I have made multiple attempts to contact Buildzoom though their website, phone number, email and ******** and cannot get a response. I want to close out our company profile from their site. Our Buildzoom ID is *****.

  Business response

  11/19/2024

  Dear ****, Thank you for bringing this to our attention. We apologize for any inconvenience this has caused. We have promptly removed your company's listing from our website as per your request. Please note that while the listing has been removed from our site, it may take a few days for the changes to be reflected in search engine results. If you continue to see your information on search engines after a few days, we recommend clearing your browser cache or contacting the search engine directly to expedite the removal process. Should you have any further concerns or require additional assistance, please don't hesitate to reach out. Thank you for your patience and understanding. Best regards, *****

  Customer response

  11/19/2024

   
  Complaint: 22570020
  
  I am rejecting this response because: I was not asking for them to remove our business from their website, I was asking them to close out our account with them, which is still active.  I would assume if they close out our account, our business would no longer be listed on their website as well.
  
  Sincerely,
  
  **** ********

  Business response

  11/22/2024

  Hi ****! Our partner specialist manager was able to talk to you on the phone today to get everything squared away. If you need anything else, contact him directly! Thank you so much and we appreciate your patience and understanding. 

  Customer response

  11/24/2024

  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,
  
  **** ********

• Initial Complaint

  11/16/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We have a homeowner that complained on our profile by mistake as we are not the contractor . We are only the sub contractor and have fulfilled our work. The homeowner has tried desperately to get ahold of someone at build zoom to delete their review . We have also tried desperately to get ahold of build zoom to explain. However we can not get a response . Secondly , we have customers calling us repeatedly because they are worried that we are an unlicensed contracor because ********* says they have a hard time verifying our lincense , Im guessing because we have a DBA superstar pools. Its very difficult to maintain trust with homeowners in our industry as. This make it even harder because its misinformation. Both the statement regarding our license because we have been consistently licensed for 6 years. Most importantly the complaint that the homeowner is finding it hard to remove, its not about us as we never contracts with them we are only a sub contractor and our work is complete .

  Business response

  11/18/2024

  Hi *****! Thanks for reaching out. It looks like homeowner submitted the review multiple times and they only deleted one of the reviews. This must be why the review is still online. I've taken the remaining review down, and this change should be active on your public profile within 48 hours. We would like to help get the licensing information resolved **** and we've reached out to you directly via email to get more information. Please keep an eye out for an email from customer support. Thanks!

• Initial Complaint

  11/05/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  9/28/24-A "lead" was given to us from a potential customer. When we contacted her, she said she was the person, but that she never asked for any plumbing repair request. She complained that she'd been contacted by several other plumbers with the same request. She has no leak in her kitchen ceiling, it literally is not her request. I let her know that I'd contact support, which I did same day. The only way to do this is on the website, with no receipt of mailing. 11/5/24: Email for an Invoice for this exact lead. They claim they will charge us on 11/8/24 for a lead they gave us where we contacted the customer. I tried to reply to the email from ****************************** and it bounced. It clearly states "you can reply to this email or email us directly at"...I cc'd this ********************************** email. If they try to charge us this lead fee, it will be fraudulent. I have received no contact or support from them about this for over a month.

  Business response

  11/07/2024

  Hi ******, 
  
  Thank you for bringing this to our attention, and we apologize for any inconvenience you've experienced. We understand the importance of resolving your concerns regarding this lead promptly.
  
  Please reach out to our dedicated support team at contractor-*********************************** I have notified the team and they are able and willing to help resolve this as early as today. We look forward to your direct email to the email address above and taking care of this matter for you.
  
  Best regards,
  BuildZoom Support Team

• Initial Complaint

  11/01/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  I have been retired for eight years i am not in business they are advertising my name and home address and will not remove it

  Business response

  11/05/2024

  Dear ***** Thank you for bringing this to our attention. We apologize for any inconvenience this has caused. We have promptly removed your company's listing from our website as per your request. Please note that while the listing has been removed from our site, it may take a few days for the changes to be reflected in search engine results. If you continue to see your information on search engines after a few days, we recommend clearing your browser cache or contacting the search engine directly to expedite the removal process. Should you have any further concerns or require additional assistance, please don't hesitate to reach out. Thank you for your patience and understanding. Best regards, *****
  

  Customer response

  11/08/2024

  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,
  
  ******* ****

• Initial Complaint

  10/25/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I subscribed and dont know what to do from here, ive called countless times never get an answer they are always too busy, ive also sent many emails and still no response, im lost and afraid they may take another payment, im done i just want to cancel the subscription!!

  Business response

  10/25/2024

  Hi ******,
  
  Thanks for reaching out. It looks like you subscribed on October 23rd, and on October 24th (yesterday) you reached out to cancel your subscription. We understand the importance of customer service and are dedicated to our customers, however due to a high amount of inquiries, we ask for at least 48 hours to provide a response. We have received your cancellation now and have gone into the system and cancelled your account.

• Initial Complaint

  10/11/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  My personal information is up on the site with my business information. I am receiving commercial calls on my personal line because of this. I wish to have no affiliation with this company.

  Business response

  10/15/2024

  Dear *****,

  Thank you for bringing this to our attention. We apologize for any inconvenience this has caused.

  We have promptly removed your company's listing from our website as per your request. Please note that while the listing has been removed from our site, it may take a few days for the changes to be reflected in search engine results. If you continue to see your information on search engines after a few days, we recommend clearing your browser cache or contacting the search engine directly to expedite the removal process.

  Should you have any further concerns or require additional assistance, please don't hesitate to reach out.Thank you for your patience and understanding.

• Initial Complaint

  09/24/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  BuildZoom has failed to provide any service of substantive value and has been disengaged from the project aside from periodic status inquiries.Initial Payment: 2023-01-12 $1,750 "down payment". Architecture Proposal Management: Feb. 2023, $1,400 paid. Design Development and Management: Mar. 2023, $1,400 paid. Services described in the Welcome Packet:Pre-Design Planning : Laying the groundwork for a productive working relationship, and bringing form to your vision.Deliverables (as described on page 8 of the welcome packet)1. Project scope 2. Timeline 3. Invitation to bid Results: unsatisfactory generated one bid for a design firm that does not include architectural or engineering services. Pre-Design Bid Management: Working closely with architects through the bid *********** process to keep things on track.Deliverables (as described on page 9 of the welcome packet)1. Progress report. 2. Leveled bids.3. Comparative matrix.Results: Unsatisfactory; none of the deliverables were produced. One bid was received and the Buildzoom team encouraged me to accept the bid on the basis of cost (low) relative to full-service architecture firms. Note that BuildZoom declared this milestone as "completed" on 2023-01-23; the *** proposal was not signed and accepted until 2023-03-22.Designer ********************** Sharing our analysis of proposals and final recommendations, putting you in the optimal position to make a decision.Deliverables (as described on page 10 of the welcome packet)1. Bid comparison.2. Evaluation ********* analysis conducted; no deliverables were produced. Design Development: We'll serve as the bridge between design and build, representing your interests and ensuring we're designing based on your goals.Deliverables (as described on page 11 of the welcome packet)1. Design *********** plan and timeline.2. Progress ********** services rendered; no deliverables produced.

  Business response

  09/26/2024

  Dear *****,
  
  Thank you for reaching out and sharing your concerns with us. We understand the importance of clarity and communication during the pre-construction process, and wed like to address each point you've raised to ensure transparency. We were able to discuss with your team in regards to your message.
  
  After reviewing your project, wed like to clarify a few details regarding the services rendered and the milestones met. The payments totaling $2,800 were for ***************************** ($1,400) and ****************** and Management ($1,400). While we understand your dissatisfaction, we are unable to process a refund, as the associated milestones were completed.
  *****************************
  
  This service involved sourcing *********s, arranging walkthroughs, following up on meetings, setting proposal deadlines, and reviewing proposals to assist with contract execution.The invoice trigger is upon first ********* proposal, which was received on January 31st, 2023. This does not mean the phase is complete or concluded. This milestone is triggered based off of receipt of first proposal. During this phase, we worked to address feedback from multiple *********s about your projects budget. In response to this, we also sourced design-build firms for more options, which we discussed with you on March 16, 2023. At that time, you informed us that you appreciated the additional options but would proceed with Virtual House Design (VHD). On March 21st, 2023, ***** sent you a response in regard to the contract with ***. The contract between you and *** was executed on March 22, 2023, and all services related to this milestone were fulfilled. The client is always in the drivers seat of who is hired. If we were to have proceeded with the additional options idea that was presented to you, there would be the ability to do the proposal comparison as we would have more than one to compare to. Instead, ***** and **** discussed your proposal and emailed you the requested information on March 21st, 2023. ***** also indicated in this email if you were ready to sign, we could proceed which is ultimately the clients choice to which you replied you were ready to sign on March 22nd, 2023. 
  
  ****************** & Management
  Your invoice for ****************** & Management was issued after your agreement with VHD was executed, as our system triggers invoices at the start of each milestone for this stage. During this phase, our goal is to guide you through the design process, provide pricing feedback, and offer insights based on your goals. Our team consistently sent your plans for preliminary pricing feedback and shared this information with you. On March 22nd, 2023, in the email correspondence with *****, you indicated that you dont have any additional questions based on what you shared and ***** informed you regarding next steps. 
  
  We also engaged in ongoing communication, including a meeting on October 26, 2023, to discuss your energy efficiency preferences, project budget, and timeline for starting construction in 2025. Following this meeting, we continued reaching out for updates and further discussion regarding your design process and plans.
  In our conversations this year, including our April 9, 2024 discussion and the May 16th meeting, we discussed contractor engagement once your plans were finalized. We also addressed potential adjustments to square footage based on your updated budget. 
  
  Next Steps
  We understand that the design process can be complex and time-consuming, but our goal remains to support you throughout, ensuring your project aligns with your goals. Your next milestone, ************************** is typically where our clients see the most value. We will be collecting and comparing bids to ensure they fully reflect your projects scope.
  To clarify, the *************** is a package rather than individual payments for specific services. Payments are divided into milestones to make the payment process more manageable.
  We are here to help and would love to proceed with the next steps in your project. Please let us know how youd like to move forward.

  Customer response

  09/27/2024

   
  Complaint: 22328675
  
  I am rejecting this response because:
  
  I appreciate your response, and I strongly disagree with your assessment of the services provided. The facts of our engagement differ significantly from what you've outlined, and you have been unable to produce any substantive evidence to the contrary.  I have provided ten specific and concrete examples of the actual activity in the attached PDF "BBB_BZresponse1.pdf".

  I request that you reassess your position on refunds in light of these facts. The services I paid for have not been delivered as promised, and I believe a full refund is warranted.
  
  Sincerely,
  
  ***** *****

  Business response

  10/01/2024

  Hi *****,
  
  We appreciate the feedback you've provided, and we are sorry to see that despite our efforts you are dissatisfied with the services. Looking back at your case, we offered to resource additional architects and ultimately were able to find you one that was willing to take the job at an affordable cost, we have a tremendous amount of correspondences demonstrating the amount of effort and time our team has poured into your project, and were diligent to push your project along. Projects of this size and complexity will require more time than people typically expect, however we understand how important it was for you to get this project going. Ultimately, despite your dissatisfaction, the services were rendered and no refund is due.

  Customer response

  10/01/2024

   
  Complaint: 22328675
  
  I am rejecting this response because:

  Your response lacks the requisite specificity and fails to address the detailed concerns I have raised, instead relying on vague assertions of effort without supporting evidence. I have provided ten specific examples of your failure to deliver services and produce the contractually agreed-upon deliverables. Your response conspicuously avoids acknowledging these facts, presumably due to your inability to produce any evidence to support your position.
  
  To reiterate and clarify:
  1. The mere act of procuring one designer (notably, not even a licensed architect) willing to undertake the job does not fulfill the comprehensive architecture management and project management services delineated in our agreement. This constitutes a material breach of contract.
  2. At no juncture did the project team offer any substantive suggestions, recommendations, or guidance regarding the design process. The project manager's absence from all 25+ meetings with the designer represents a clear dereliction of duty and failure to perform as stipulated in our agreement.
  3. No tangible deliverables, as explicitly stipulated in our contract, were provided. Despite your claims of "tremendous effort," there exists no concrete evidence in the form of actual work products. This absence of deliverables constitutes a fundamental breach of contract.
  4. The quantity of correspondence does not equate to quality of service or fulfillment of contractual obligations. Your statement regarding diligent efforts to "push your project along" is indicative of your primary focus on triggering milestone payments rather than providing substantive input or guidance related to design details. This behavior suggests a breach of good faith and fair dealing.
  
  I request that you provide a detailed, point-by-point response to each of the ten items I previously outlined, along with concrete evidence of services rendered. Responses with generalized statements about effort and correspondence are insufficient to justify the fees charged or to demonstrate fulfillment of contractual obligations.

  Sincerely,
  
  ***** *****

  Business response

  10/03/2024

  In your BuildZoom profile, we showcase all the logs of work that our team does for our property owners. We do that in an effort to be transparent about the degree of work and effort our team puts into each project. Although the outcome was having one designer willing to do the work, it doesn't take away from the hours, and weeks, spent doing outreach to other architects to get them to "buy-in" to the project, but ultimately only one architect expressed interest. We also offered to continue to try to find you new architects, which you declined. Based on our internal investigation, you received all the services that were committed to you, but as we said previously, we regret to see that you're dissatisfied with the services, but ultimately since the services were rendered then no refund will be processed. 

  Customer response

  10/05/2024

   
  Complaint: 22328675
  
  I am rejecting this response because:
  

  1. Your response continues a pattern of vague assertions without providing concrete evidence of services rendered or contractual deliverables produced.  
  
  2. I have attached a complete printout of the work log from my BuildZoom profile. Contrary to your claims of extensive outreach efforts, this log is devoid of any documentation supporting your alleged outreach activities. The absence of such records directly contradicts your assertions and further evidences a breach of contract by failing to perform the promised services.
  
  3. Your statement regarding an offer to find new architects is a misrepresentation of the facts. This offer was made only after I expressed dissatisfaction with the inadequate results of your initial efforts, which produced only one designer proposal. This belated offer does not remedy the initial breach of failing to provide multiple alternatives as explicitly outlined in the agreement.
  
  4. Your response conspicuously fails to address any services or deliverables provided after March 22, 2023, the date on which I reluctantly accepted the sole proposal you managed to secure. This amounts to an admission that no further services were rendered post this date.  Contrary to your assertions, periodic correspondence sent to inquire about the status of my individual efforts does not equate to quality of service or fulfillment of contractual obligations.
  
  5. You claim that an internal investigation confirms the delivery of all promised services. However, you have failed to produce any documentation or artifacts from this alleged investigation. In the absence of such evidence, this claim is merely self-serving, consistent with all other unsubstantiated claims. 
  
  These circumstances clearly demonstrate multiple material breaches of our contract, including failure to provide contracted services, failure to produce agreed-upon deliverables, and breach of the implied covenant of good faith and fair dealing. Your conduct violates California Civil Code 1714.10(a), which prohibits unfair business practices.  As such, a full refund is the only acceptable remedy, and I fully intend to pursue it using all legal options at my disposal.

  Sincerely,
  
  ***** *****

• Initial Complaint

  09/23/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  My husband and I own Final ********************** in *****. Buildzoom have used all our information except our phone number. They use our names, address, and business license but leave our correct website or correct phone number. This is fraud. They are falsely directing our business to incorrect number for their gain. I have contacted them on different occasions asking them to correct the issue with no correction is being made. We have never signed up with them nor have we given them permission to use any of our business information. They need to either put our correct phone number ************ and our correct website ***************************** or remove us from their site. They are committing fraud by misleading our potential customers to their people and they are not us or our quality of work. I have copies of emails I have sent with nothing being done if needed dated back to April and June.

  Business response

  09/24/2024

  Hey there! Thanks for reaching out to us. I was able to make the phone number and website updates on your BuildZoom Profile.
  
  You can also make any profile updates to your page by logging into your BuildZoom Contractor Profile on your own. I emailed you a direct login link! 
  
  Best,
  *****

  Customer response

  09/24/2024

   
  Complaint: 22324768
  
  I am rejecting this response because:
  All they did was send me a link to the login page with a login and password that I never set up, so I am unable to correct anything or have access to my own business information.
  Sincerely,
  
  ****** ******

  Business response

  09/25/2024

  Hi ******,
  
  I just replied you to via email as well. Thank you for the info. I apologize for any confusion. I was able to get this resolved for you. We identified that your original BuildZoom page was created by the name DJ. I have fixed this for you and added you as the login so you will have access to your account. I emailed you the information and included the *** of our email conversation to this reply. 
  
  Best,
  *****

• Initial Complaint

  09/18/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  We have been in contact with them via the "support" email address trying to cancel our page since June. Not only does the page have my personal cell phone on it, when I work for a company and it should be the company number, but we have been told several times that the page has been cancelled and we're still being charged. We have tried calling the only 2 numbers listed for the company and the message is always that they can't take our call at this time, and to leave a message, which I've done, or to reach out via email, which I've also done. I would like to have our page cancelled and the last two months of charges refunded.

  Business response

  09/20/2024

  Hi *****,
  
  Thank you so much for reaching out! We apologize for the communication - we have several emails on file for your company which caused your advertising request to get lost in the queue as the request was a different email than what we have on the login. I bubbled up this feedback to my team to account for this in the future. 
  
  ****** emailed all of the emails we have on file for your company on the 18th with the resolution on your account file.
  
  Please let us know if you need anything else!
  
  Thanks,
  *****
  
  

  Customer response

  09/23/2024

  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,
  
  ***** ****

• Initial Complaint

  09/17/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  Received an email from ****** at BuildZoom saying she has a client referral. We always perform due diligence prior to working with any company, including client referral programs. Upon doing research on BuildZoom, we noted a great many BBB complaints about BuildZoom publicizing company information without consent. **** to their website, and discovered our company profile is listed without providing permission to do so. Additionally, they've publicly listed two of our client's home addresses, which is a violation of our client's privacy. We have no agreement with BuildZoom, and even if we did - we would never consent to our client's privacy being violated in this way. We have given NO permission for this information to be publicized, including my contractors license, again without my consent. We've requested this information removed twice, neither ****** or BuildZoom has responded.

  Business response

  09/20/2024

  Hello! Thank you for sharing your feedback! At BuildZoom, we aim to help property owners find the best local contractors, and part of that involves creating profiles using publicly available information. This information is gathered from sources like contractor boards, local building departments, and even public sites such as Yelp and the BBB. Think of it as similar to how websites are listed on ****** automaticallyour goal is simply to help property owners and contractors connect more easily.
  
  We understand your concerns and want to assure you that our intent is never to harm or negatively impact your business. In fact, being listed on BuildZoom can increase your visibility to thousands of property owners who visit our site every day, potentially bringing you opportunities you may not have otherwise encountered.
  
  What **** does for local businesses and restaurants, BuildZoom does for contractors. We strive to create a space where property owners can quickly and easily find trusted contractors in their area.
  If you have any questions or need assistance with your profile, wed be happy to help! Feel free to email us at ******************************************** and we can discuss further.
  
  Thanks!
  *****

*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. ↩