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Consumer Complaints

BBB Accredited Business since 12/08/2004

Factory Direct, Inc.

Phone: (407) 380-3144Fax: (407) 380-3145

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Customer Complaints Summary

2 complaints closed with BBB in last 3 years | 0 closed in last 12 months
Complaint TypeTotal Closed Complaints
Problems with Product / Service2
Advertising / Sales Issues0
Billing / Collection Issues0
Delivery Issues0
Guarantee / Warranty Issues0
Total Closed Complaints2

Complaint Breakdown by ResolutionAbout Complaint Details

Complaint Resolution Log (2)
01/28/2015Problems with Product / Service | Read Complaint Details
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Complaint
Did not complete the verbal part of the contract.
******* ****** (owner of Factory Direct, Inc.) came to my house to make final measurements of the 3 sided lean too I sent him drawings of. When he was here I told him I wanted the roof boxed in all the way around the building. The extension on the roof overhangs the walls by 14" and he ask me if they could use their standard boxing of 12" leaving a 2" overhang of the roof all the way around. And I agreed to this. He told me he would also transition the roof of the lean too from under the shingles of my existing building roof.

The boxing under the eve end of the building was installed, but not under the east & west gable ends. The transition from my roof to the new building was put on top of shingles instead of under them.

Desired Settlement
I would like to have both of these problems made right. Also I want you to know that I have repeatedly called Factory Direct, Inc. and talked to ****** **** and she said she would have ******* call me back and that has never happened. Also when I call and ask for and she is not available the receptionist says she will have her call me back and that does not happen. She also would not give me *******'s cell phone number so I could call him direct and try to get these issues resolved. I usually hold back some of the final payment on work like this so I can make sure everything will get taken care of. Unfortunately ******* seamed to be very honest and I felt I could trust him to do as he stated he would do. I guess I was wrong!
Thank you for your help in this matter,
*** ********

Business Response
This letter is in response to Case # XXXXXXXX for Mr. *** ********. We appreciate the opportunity to respond and provide an explanation as to the perceived discrepancy.

Factory Direct manufactured a custom metal storage structure that would abut Mr. ********'s existing out building. We estimated and contracted to provide a custom metal structure that would provide additional storage space alongside his existing storage building, and were to provide a flashing that could be later tied into the asphalt shingle roof, which we did. As a matter of procedure any components that are to be provided are done so in writing from estimate to contract to avoid any misconceptions. The estimate reflects exactly what he requested prior to contract. If there were additional materials to be provided outside of the original estimate, the pricing would increase, and would be reflected on the estimate sheet and finally on the contract prior to signing.

We do not supply asphaltic architectural shingles, we are a metal structure manufacturer. It is simply not within our scope of work. Certainly if we did there would have to be an known indication of color or have been given a shingle sample for color matching the existing roof, etc. We delivered the metal structure as it was contracted and provided the intended flashing.

As for the gable trim, as a matter of standard procedure, we do not provide extended eaves on the gabled ends of any of our metal structures that we manufacture. The extension of the roof line to make the roof section flush with the existing structure was per Mr. ********'s request. I personally explained to Mr. ******** on my site visit that if we did this extended overhang as per his request, there was not a trim that would enclose the 14" roof line extension due to there not being any underpinning structure to attach to. The only components that form the extension are the roof purlins and sheet metal. However, I did explain the eaves on the sidewalls would be trimmed with the boxed eave trim as per standard procedure since there is tubular component to attach to, thus forming the eave. As a concession, we will attempt to resolve the cosmetics of the roof line extension with Mr. ******** amicably on the gable ends.

If you have any questions or concerns please do not hesitate to contact our offices at (XXX) XXX-XXXX; otherwise, thank you for your time and consideration in this matter.


Consumer Response
(The consumer indicated he/she DID NOT accept the response from the business.)
At this time I do not accept this response. Once I am contacted and the issues are corrected by Factory Direct, Inc. I will be more than happy these issues and reevaluate the work done by Factory Direct, Inc.

As for the issue of the flashing for the transition from the Factory Direct, Inc. roof to my existing roof I never expected Factory Direct, Inc. to supply any asphalt shingles or roofing materials. I only expected the metal flashing that they installed to be pushed up under my existing asphalt shingles as Mr. ****** told me they would do.

This could have been worked out between myself and Mr. ****** if my repeated phone calls to him at Factory Direct, Inc. had returned my phone calls.

Final Business Response
This letter is in response to Case # XXXXXXXX for Mr. *** ********. We appreciate the opportunity to respond and provide an explanation as to the perceived discrepancy.

Factory Direct manufactured a custom metal storage structure that would abut Mr. ********'s existing out building. We estimated and contracted to provide a custom metal structure that would provide additional storage space alongside his existing storage building, and were to provide a flashing that could be later tied into the asphalt shingle roof, which we did. As a matter of procedure any components that are to be provided are done so in writing from estimate to contract to avoid any misconceptions. The estimate reflects exactly what he requested prior to contract. If there were additional materials to be provided outside of the original estimate, the pricing would increase, and would be reflected on the estimate sheet and finally on the contract prior to signing.

We do not supply asphaltic architectural shingles, we are a metal structure manufacturer. It is simply not within our scope of work. Certainly if we did there would have to be an known indication of color or have been given a shingle sample for color matching the existing roof, etc. We delivered the metal structure as it was contracted and provided the intended flashing.

As for the gable trim, as a matter of standard procedure, we do not provide extended eaves on the gabled ends of any of our metal structures that we manufacture. The extension of the roof line to make the roof section flush with the existing structure was per Mr. ********'s request. I personally explained to Mr. ******** on my site visit that if we did this extended overhang as per his request, there was not a trim that would enclose the 14" roof line extension due to there not being any underpinning structure to attach to. The only components that form the extension are the roof purlins and sheet metal. However, I did explain the eaves on the sidewalls would be trimmed with the boxed eave trim as per standard procedure since there is tubular component to attach to, thus forming the eave. As a concession, we will attempt to resolve the cosmetics of the roof line extension with Mr. ******** amicably on the gable ends.

If you have any questions or concerns please do not hesitate to contact our offices at (XXX) XXX-XXXX; otherwise, thank you for your time and consideration in this matter.


Final Consumer Response
(The consumer indicated he/she ACCEPTED the response from the business.)
I accept Mr. ****** proposal to resolve the exposed areas of the gable ends of the structure that Factory Direct, Inc. sold and installed for me. It would be nice if they would supply flashing so I can install it on top of the metal transition flashing they install on top of my asphalt shingles so it can be pushed up under the shingle flaps as I was expecting.

Thank You, *** ********

05/12/2015Problems with Product / Service

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BBB Business Reviews are provided solely to assist you in exercising your own best judgment. Information in this BBB Business Review is believed reliable but not guaranteed as to accuracy.

BBB Business Reviews generally cover a three-year reporting period. BBB Business Reviews are subject to change at any time.