Custom Truss made trusses that were not per our architect's plans. The contractor we hired should be responsible. The contractor never disclosed that he ordered and signed off on the wrong trusses, but it was obvious there was a problem when our low sloping modern flat looking roof had peaks, waviness, different thickness profiles and is crooked. Everyone who comes to the house always says, who would build something like that? That looks terrible, it devalues your house. Our architect refers to it as the “goofy looking roof". After months of begging the contractor to fix the roof, the contractor told me and our architect that he would pay and correct it, but he has since abandoned our project in West Palm Beach, FL. We failed our inspections, the trusses do not match our plans and the city said, I would have to get truss letters in order to pass inspection. I wanted to understand what happened, what is the difference between what we got vs. what was on our original plan and how to correct all the cosmetic and workmanship issues. I emailed Custom Truss with copies of the plans, select snapshots of elevations showing the intent of the roof, photos of what was built and requested if Russ or the Truss Engineer could walk me through the plans, explain the photos compared to what was built and provide copies of the truss letters so I could present the letters to the city to confirm if that would suffice to pass inspection. I received no response and called to speak with Russ. Russ was disrespectful and rude. Russ told me that I am not the client, the contractor is his client and if I want answers, I need to call the contractor. I explained that the contractor abandoned our project and my only goal at the point is to pass inspection. I commented that I am also technically a client because my house is listed as the “project” on their truss plan and bill to the contractor, which I paid. Russ said he gave the contractor truss letters and if I wanted copies, I would have to pay him $350.00. Russ would not discuss or explain my trusses or explain if the truss letters addressed the difference between what was built compared to the plans and if paying $350.00 would guaranty that we pass inspection. When I proceeded to ask questions, Russ yelled at me and told me that I was wasting his time and hung up on me. I paid close to $10,000.00 for trusses not per plan and Russ does not have to the courtesy to speak respectfully, consider me a customer or have empathy to help a homeowner in a terrible situation. I am now contacting other truss companies for help. No one should be treated this way, it is bad business practice.