Kustom Disaster RestorationSmoke Damage Restoration in Charlotte, NC

Kustom was a great team to work with during my insurance claim. 5/5 stars ⭐️ Claim: water pipe burst / water damage to floor and kitchen cabinets Project: after water mitigation; replace flooring throughout house and replace kitchen cabinets. Project manager: Leo Gutierrez - Very communicative to both customer and insurance company - Gets the job done right - He doesn’t hesitate to address my concerns - Helped communicate to vendors to get the best results - Provides great contractors to handle the jobs Project: Kustom worked with my insurance company to keep them updated and aligned on resources needed to complete the job. The initial cost analysis done on repairs was low and so Leo helped to rectify correction with specific guidance. We were able to receive the right resources for proper footage and requested an ITEL report on my flooring affected (guidance from Leo). Then, Leo came to our final purchase of cabinets and before we were about to buy new cabinets, he looked thru the itemized sheet and confirmed all materials needed; some missed by store was touch up paint, fillers, and finished boards to cover exposed unfinished sections of cabinet. It made the process smoother because lead times for custom cabinets is 3-4 weeks. They also recommended an amazing granite countertop company that flowed perfectly with the cabinets. Kustom installed quality flooring throughout the house without threshold as requested. So no bumps when rolling things throughout the house and the kitchen cabinets turned out amazing! Thank you Leo and Kustom for the great service!

I have received the worst customer service and care with this company. My house was storm damaged in April of 2024. Since then there has been nothing but a long and disappointing list of issues with Kustom. Firstly, they gave us a very difficult time when we chose to itemize the list of damage repair needed. They would have rather us give over the entirety of the check we were given by the insurance company. We were absolutely within our rights, as homeowners, to choose what we would like them to do on our house. However, we were given pushback on this subject more than once. Our point of contact for construction has been Veronica. She has failed to contact my husband or I multiple times before crews showed up unexpectedly to our house. Not only have we not been given notice, but on more than one occasion the contractor (and there were multiple for different things) showed up and had no idea what needed to be done and had to be informed by us, the homeowners. There were instances where wrong materials were ordered or forgotten and had to be purchased on the fly from Home Depot. The gutter crew left metal and nails all over our yard, even in my toddlers play pool. This even resulted in a flat tire on one of our vehicles. We were not informed when the man came to refinish our porch and he had to help me move furniture since I had no time to prepare. There were things that were listed as completed that were just not done entirely. There are also multiple things not done to a standard at which I expect for the amount of money that has been paid for the work. Leaking gutter connections, leaking seals on our shed, stain on our railings, etc. Our gutters are now falling off every time it rains because they were installed incorrectly. When reaching out to the company to fix this issue, I have experienced the same level of almost non- existent communication. The only way I have been informed of potential work being done is when I contact her multiple times. I have also been made to feel like it is a privilege for them to “fit me in their schedule” for something I paid them, in entirety, to do last year and was done incorrectly. Josh DeRossett was the first contact we had after the storm to assess the damage. To this day, he is the ONLY person from the company (regardless of him not being our designated POC) that has responded to my husband or I in a reasonable amount of time and with professionalism. Thank you Josh. I will never recommend this company to anyone.

Our home in Gastonia, NC was hit by Hurricane Helen, and a huge tree crashed into it, destroying about a third of the house. We hired Kustom to help us rebuild, and they truly have the process down to a science—from preparing quotes to coordinating their crew and contractors. Most importantly, they really understand how to work with insurance, which is a major advantage compared to a standard general contractor. Because Kustom specializes in restoration, they’re familiar with insurance companies’ language and procedures. I also want to give a special shoutout to Leo Gutierrez, our project manager. He went above and beyond to make sure everything was completed on time and with the best possible results. Thank you, my man!