Complaint Category: Failure to provide promised assistance or support for products or services
Complaint: I'm writing in regards to a Pole Barn I had built in November, 2013. I still have unresolved issues as described that the company is not resolving.
When I first meet with Mr ******* he was shown the desired location and I specially asked about ground prep and was told I would need 5-6inches of sand on barn upon completion. However,upon completion of the project, there was open space around much of the barn,in excess of 12-16 inches at one end. The builders didn't back fill any of the post holes including the stalls.The Morgan County Building Inspector was extremely concerned about the grade and was appalled that the business did not suggest ground prep prior to building. The stalls as well had large gaps making is unsafe to house horses due to the possible hazard of the horses getting their legs stuck. In the Milmar sales brochure, all of the buildings pictured are flush to the ground, attractive and presumably usable. This was my expectation of what my barn would look like when finished. I understood that ground prep was not included but I feel a reputable company would have discussed ground prep after a site inspection and advise me that the barn would not be flushed to the ground.I would have preferred doing the proper ground prep up front; it would have been easier and less expensive than working around stalls and fencing. I feel I should have been told and given the opportunity to do ground prep instead of ending up with a barn that is not flush to the ground, especially in the middle of December. When Mr ****** came to collection the final payment, I asked about the open space around much of the barn in excess of 12-16 inches at one end. He stated you just need to have some sand put in the barn. Mr ****** was also told that the gutters with downspouts were not installed and that he had not connected the Building Inspector regarding failed inspection. He promised these items would be done. I was devastated that I spent ********** for a pole barn that was not safe to house horse nor was I given any ideas or suggestion from Mr ****** except to get some sand. As I stated earlier I have no experience in construction but I knew a little sand wasn't going to fix the problem.
After talking with several other people who had pole barns built and one contractor associate(who in hind sight I should have used),they told me I needed to have treated boards put around open areas because the sand would just wash out. Then I could fill in dirt and grade to make barn flush or just leave boards showing looking unattractive. I contacted Mr ****** and meet with him onsite in December, to discuss my concern with the gaps around the barn and the extra cost I will incur to correct the problem after the fact as opposed to having done the job correctly in the first place. Mr ****** agreed to place treated boards around the gapped areas and to add skirting to back sliding door and sliding stall door with 8-12 inch gap and install the gutters with downspouts and the stall latches and give me a credit for one service door that was not done. After multiple calls on March 7th, they did have someone come and put treated boards around the gaps but never called me for follow up or to discuss any of the other items. I called ****** again March 10th to discuss other items not done that date and given no time frame.Since then I have had three truckloads of crushed stone delivered and I'm still not flush to ground. Clearly I need more then 5-6 inches of sand, as I was told by ****** upon completion. I hired someone to put boards around the bottom of the horse stall because to the 6-12 inch gap so horses could be housed safely. However I still had gap from exterior sliding stall doors in which a horse could get a leg caught. After the frame of the barn was up, I verified with Mr ****** if the fencing could be started. However in hind sight I was unaware I was going to have a 12-16 gap at the end of the barn where I had wood fencing installed. So now if I graded properly the fencing next to the barn will be extremely low or I will have to pay to have fencing corrected.
Initial Business Response
Contact Name and Title: *************** President
Contact Phone: ************
*************** and I were in the process of finishing up her remaining items on the punch list.She had a sick family member she was taking care of recently so she had been slow in getting back to me.
She emailed me earlier this week and I was in the process of identifying her concerns and emailing her back when she apparently contacted the BBB.
I was not aware that any of the items on her list were magor issues except for the fact of the site being off level.We had priced her a sitework package and she declined it.We have to build our buildings level and above grade for drainage.If one end of the barn is too high then she needs to bring fill in.If the fill had been installed she could be using her barn now.
The building inspection does need to be completed at some point.We have very good relations with the building department in that jurisdiction and yes,we often just leave several post holes open for him to see.
I will continue to work with ******** to resolve these issues.
I offer to proceed as we had been earlier this week.I had even then expressed a wish to move ahead quickly.
Initial Consumer Rebuttal
(The consumer indicated he/she DID NOT accept the response from the business.)
I was up front with Mr ****** when I spoke with him on March 14th and 17th regarding my dissatisfaction and that I was going to contact the BBB, as described in the E-mail sent to Mr ******(see below). Then when no one showed or called on March 18th and I got an E-mail on March 24th, from Mr ****** stating "as soon as we agree on what needs done", I notified the BBB. I thought things were agreed on when I talked with Mr ****** and Mr ******* on the 17th.
In Mr ****** response he stated I was offered site work package which I declined, I want to make this clear this was in December after I complained of the gap between building and barn not at the time of the construction. I'm perfectly aware the barn needs to be level! I was upset because I was told I would only need 5-6 inches of fill. I talked with Mr ****** about this is December as I described. It in tells more than bringing in fill, it will effect fencing next to the barn. I have brought in three truck loads already.
I have talked with Building Inspector and he told me the foundation inspection failed. I hope they can change his mind, as I said earlier this effect my property value.
I spoke with Mr ****** on Friday and was promised Wednesday to complete project. Will see if this happens batting average not good.
I do not accept the response because it does not address concerns or agree to fixing my issues. The response just tries to justify my issues and not accurate. From what I understand from the Building Inspector is the inspection are in stages, it failed the foundation part. I have listed the items I want an agreement to complete in below E-mail to Mr ****** and my original letter.
****** J ****** <******@milmarpolebuildings.com>
Mar 24 (13 days ago)
Good evening ********,
I have been in touch with ****** and *** on your building.
It is my understanding that the remaining items are ....
3.Stall latches which we upsed to you last winter.
The weather is improving so it looks like I should be able to get in there as soon as we agree on what needs done.
******** ****** <*******************@gmail.com>
Mar 31 (6 days ago
Sorry I have been working and had a sick family member. Well I'm glad you are finally anxious to complete the project. I'm not quite sure what the communication problems are with you and your associates and inconsistency with promises. I have called multiple times to get items resolved. When I called ****** on March 14 and told him I was going to contact the Better Business Bureau, he referred me to *** ******* your Project Manager who I spoke with on March 14th and March 17th, regarding uncompleted items and dissatisfaction with project. On March 17th, Mr. ******* told me to have a truck load of fill delivered and they would spread it the next when they came out to install the gutters and downspouts and stall latches. That next day no one showed or called. I had a truck load of crushed stone delivered just inside the barn, so I have been unable to close my doors. I finally got a message and talked with Mr. ******* on March 21, he stated you needed my E-mail and I needed to talk with you. I was never given a professional courtesy call as to why no one showed to complete work as promised by Mr. ********
Items that need to be complete:
1. Gutters and downspouts
2. Stall door latches
3. Contact Building Inspector and do whatever to get the failed foundation inspection passed. I discussed this with you Nov 13, 2013 and texted you his phone number. I also told your associates and texted his number to your Project Manager *** ********
4. Need the front sliding door (closest to house) raised so can grade to better control drainage.
5. Fill in post holes that were not filled.
6. Spread the crust stone I had delivered.
Not sure what "Truss bracing" means, you need to explain.
On the Spec Page sheet my price included two entry doors which I only have one. Therefore, I need to be credited for the one door including cost of door and labor.
I'm pleased with the construction of the barn itself but overall dissatisfied with your company, particularly with your customer satisfaction, your lack of details, communication and inconsistent promises. I specifically asked about ground prep prior to the building of the barn and was told I may need 5-6" of sand on the barn floor upon completion of the barn. In the Milmar sales brochure, all of the buildings pictured are flush to the ground, attractive and presumably usable. This was my expectation of what my barn would look like when finished. I understood that ground prep was not included but I feel a construction company would have been aware that the barn was not going to flushed to the ground, especially a gap of 12-16 inches at one end.
I need the above item completed as soon as possible. The lack of gutter will make it impossible to fix the grade and control the water going into the barn.
Final Business Response
****** case is closed as of yesterday.Thanks.
Final Consumer Response
They did finally put gutters up. However then never came and filled in the post holes after they dug them up so the Building Inspector could inspect and pass ******** which they should have done in first place. This was a horrible experience
Complaint Resolution: Company failed to resolve the complaint issues through BBB voluntary and self-regulatory process.