ComplaintsforHarold's Steel Buildings, LLC

• Initial Complaint

  07/29/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  The building I ordered came without a handful of features I had purchased along with many manufacturing defects including windows being installed in the wrong location, incomplete parts of the building, and damage to the building due to the poor scheduling of these companies. The only compensation I was offered was a refund for one of the features I did not receive at all which was color matching screws. The company offered me a refund and then sent me a receipt for a refund. However, I paid this company with a bank check. They have no bank account information, credit card information, etc. Since asking where this refund was sent to I have not herd back from the company. Working with this company has been the biggest hassle i have ever dealt with. It would be nice to be compensated for the myriad damages done to the building during construction due to their own scheduling negligence however at the very least id like to receive the refund we agreed upon that was supposedly sent to me.

  

  Business response

  07/29/2024

  The customer initially reached out to us when the installers arrived to his property the first time to let us know that the installers did not have the color screws available at that moment and that he would not be charged for them, since the customer already had a money order prepared for the total payment it was agreed at that moment that he would received a partial refund for the cost of the color screws, the color matching screws had a cost of $345, we did provide this customer with a 15% discount on his order which was an amount of $1,827 and part of that discount was applied because of the color screws which means that after the discount, the actual cost of the color screws to the customer was $293.25, however, we agreed to refund the full $345 to him, a check was mailed to the customer's address on the week of June 27th, since the customer reports that he did not get that check we will proceed to send another one out to the same address that we have on file, we hope that will resolve this issues with the customer as we have intended from the beginning.

  As far as the damages, the unit was missing anchors when it was installed, we came back the next morning to put them up so the customer could proceed to get the building inspected by local authorities and get his permit approved without any delays, in the process of putting one of the anchors in, the installers left a single scratch on one of the the lower panels which was around 6" long from what we can observe on the pictures, we are working on assigning a new date and going back out to replace that panel, the other issue was related to a piece of trim extending a couple inches out on one of the corners of the roof, to be clear the trim is only there as decoration to give the unit a nicer finish look so this does not affect the integrity of the building in any way and that is why the customer was approved for his permit by his county already, the customer also shared issues about leaks in the beginning that he said were caused by missing trim on one window, this window trim was replaced already on one of our visits to him and this was acknowledge by the customer on one his most recent email to us, we have asked for additional pictures to make sure the leak was not created by anything else since some times water can come in through the floor under the base rail depending on how his concrete was done, as of today we have not received any additional pictures from that request but we will continue to work on his other repairs as agreed.

  Customer response

  07/29/2024

  
  Complaint: ********
  
  I am rejecting this response because:

  This company offers a 30 workmanship guarantee on their product. Before ordering this building I went back and forth with their salesman Dave who assured me they were capable of building the building we designed together in a professional manner. Among the many things we discussed was the overhang of the roof, the location of windows and doors, the warranty of the paint / metal on the building, and the time frame at which it would be installed.

  After sending my deposit on 4/26/2024 all communications changed. I was immediately pawned off onto another company called ** ******** who was anything but professional. They assured me I would receive a minimum of 48 hours notice before showing up at my property. On the night of 5/21/2024 at 7PM I received a phone call stating they would be at my property the next day to install the building. This ultimately forced me to call out of work and be written up by my employer.

  Upon arrival, I printed out a drawing with window and door locations and took inventory of the materials. They did not have the color matching screws of the mobile home anchors. These anchors are very difficult to install and the very first step of installing the building. I called the company and they assured me they would come back and install them without any issues after the building was constructed and refund my money for the screws no problem. So i let the installers build the building. 

  After 16 hours in the hot sun the installers made a couple mistakes. First they installed the windows 12" off location. Second they left not overhang of the roof on the back side of the building causing the building to leak when raining. At this point it is midnight and they had ran out of time. Leaving the building with a window untrimmed and not anchored to the ground. I informed both Dave and ** ******** of these issues the next day.

  After weeks of not returning phone calls or emails regarding the repairs / finishes, and the refund I received an email for a receipt of refund on 6/17/2024. I had emailed and called asking how this refund was sent to me seeing as they have no bank account or credit card information from me and got no response.

  On 6/19/2024 the installers showed up at my property without any notice to repair some of the issues. Which also called me to call out of work and we written up by my employer. They addressed the roof issue, window issue, and the anchor issue. Unfortunately when they put in the (6) anchors the machine they used gouged the side of the building in all 6 locations. Some are worse than others but the worst one is about 24" long and can be seen from both the inside and outside of the building. I proceeded to reach out to Dave and ** ******** yet again. 

  Finally on 6/26/2024 i received a very sarcastic response from to companies saying they acknowledge the windows are off 2" from my desired locations and that they sent me a refund. But they still will not elaborate as to how or where this refund was sent. They wrote off all of the damages as me being a difficult customer. 

  I have pictures of every detail and more listed above along with all the corresponding emails and recorded phone calls. I can only attach 5 items to this page.

  I want nothing more than to be done dealing with this company. But I do not accept this response as I have received it many times. The only response I will accept from them is the money in my possession that they promised me back on 6/19/2024. 

  As for the 15% discount they mention that was a spring sale advertised on their website and offered to every one of their customers. To bring up the difference in $51.45 as a gesture of good will as if the hassle they have put me through didn't cost me 10Xs that is just as insulting as this entire process has been. 

  Sincerely,
  
  **** *****

  

  Business response

  08/12/2024

  **Summary of Customer Concerns and Resolutions:**
  
  1. **Color Matching Screws:**
     - The customer did not initially receive the color matching screws.
     - **Resolution:** This issue was addressed, and a second refund check (#3869) of $345 was mailed to Mr. *****. Please note, the check has not yet been cashed that we know of.
  
  2. **Mobile Home Anchors:**
     - The customer reported that the installation did include the Mobile Home Anchors, which are necessary for his building inspection and permit approval. Rebar was included.
     - **Resolution:** Installer returned to the site and successfully installed Mobile Home Anchors in place of the rebar per the town’s requirements.
  
  3. **Window Trim and Leaks:**
     - There was trim missing on one window, and the other two windows with trim were leaking.
     - **Resolution:** This matter was resolved during the installer’s return visit, where the trim was installed and the leaks were addressed. 
  
  
  4. **Roof Trim and Loose Screws:**
     - The customer expressed concerns that the trim extends past the edge of the roof panels and that some screws appear loose.
     - **Next Steps:** We have scheduled a third return visit to rectify this issue.
  
  Additionally, the black base panel, which was scratched during the anchor installation, will be replaced. We have ordered this panel and is awaiting its delivery from our supplier. Once it has arrived, we will schedule a date for return.
  
  At Harold's Steel Buildings, we take pride in our work and strive to ensure that every customer is satisfied with their installation. We have made every effort to address Mr. *****’s concerns promptly and effectively, if there are any records of anyone describing him as "difficult customer" please provide them to us so that we can take any necessary disciplinary action that may be required, we have never attempted to be sarcastic as we find that unethical and when a message was sent stating 2" instead of 12" it wasn't to make the customer feel that way as our only goal is to resolve this whole issue and we just want to be clear on the details.
  
  Also if a customer is given a date of installation is because he has the option to reject it and ask for a new one, if a person shows up to your home without your consent please do not allow them into the property and inform us so we can take a closer look at this since is not very usual and the only time when something similar may happen is when another customer re-schedules allowing us to fill that slot with somebody else's order which of course the next customer can reject if the date does not work for them, we can re-schedule up to three months out if requested by the customer.

*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. ↩