BBB Accredited Business since
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A BBB Accredited Business since
BBB has determined that American Outback Buildings, LLC meets BBB accreditation standards, which include a commitment to make a good faith effort to resolve any consumer complaints. BBB Accredited Businesses pay a fee for accreditation review/monitoring and for support of BBB services to the public.
BBB accreditation does not mean that the business' products or services have been evaluated or endorsed by BBB, or that BBB has made a determination as to the business' product quality or competency in performing services.
Reason for Rating
BBB rating is based on 13 factors. Get the details about the factors considered.
Factors that raised the rating for American Outback Buildings, LLC include:
- Length of time business has been operating
- Complaint volume filed with BBB for business of this size
- Response to 1 complaint(s) filed against business
- Resolution of complaint(s) filed against business
Customer Complaints Summary Read complaint details
|Complaint Type||Total Closed Complaints|
|Problems with Product/Service||1|
|Total Closed Complaints||1|
Type of Entity
Limited Liability Company (LLC)
Business ManagementMs. Sandy Larsen, President
Buildings - Metal Building Materials
Alternate Business NamesAmerican Outback Steel Buildings
Lincoln Highway East and Levon Road- Building Metals & materials in Stock
Gordonville, PA 17529 Directions
PO Box 10425
Lancaster, PA 17605
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Additional Phone Numbers
- (717) 464-8500(Phone)
- (877) 723-2897(Phone)
Additional Email Addresses
Complaint Trends - Last 3 Years
Customer Review Trends
BBB Customer Review Rating plus BBB Rating Overview
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|Customer Review Experience||Value|
|Positive Review||5 points per review|
|Neutral Review||3 points per review|
|Negative Review||1 point per review|
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Problems with Product/Service
Read Complaint Details
Complaint: I purchased this building after being told it was home owner friendly and very easy to assemble without heavy equipment. that is not true. I had to hire a contractor to finish the job and I am an army mechanic. but that really is the least of the problems. once the contractor had the building up and it was time to install the sectional doors we found out the door springs were not shipped. when I contacted American outback building (*****) they said it had been too long to do anything since I waited a year to start my building. I said ok, I can understand that so I contacted the door manufacturer and was told the same thing. regardless of weather they would replace them obviously they were not shipped but I was told I miss placed them and told to order new ones at $500. I said ok fine and ordered them and paid for them. then the door installer came to install them and the door openings were wrong. fro a 16 foot wide by 13 foot tall door apparently the opening must be exactly that and the blue prints called for a 16 foot 4 inch by 13 foot opening. needless to say my contractor was beyond pissed off. I contacted ***** at American outback buildings and she confirmed it was a "misprint" on their part. so my contractor charger me for another day of work for 6 men to fix the "misprint". then the door installer came back to finish the sectional door and all was good until he started on the second door and found that the shipment included 3 left bottom brackets and 1 right bottom bracket and one wrong length cable and 1 missing pulley. at this point I was furious, knowing they would say it was my fault and was miss placed, I did not even want to deal with American outback buildings or clopay doors again so I forked over another $1000 to be done with this. all in all I will NEVER order a steel building or door again from these people. it was so expensive and misrepresented and I was made to feel inferior, saying I misplaced all these items. I was to say the least very pissed off. ***** was very pleasant but this was so grossly misrepresented I have a very bad taste in my mouth about ever putting up any building ever again.
Desired Settlement: surprise me. make me feel good about this transaction
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Dear BBB: I have broken the
complaint down to make this easy to follow, with the customer's comment first,
then our response: (Our contract is attached, and see detail #3--Inspection,
The problem here, while initially on the engineering, was carefully and quickly taken care of resulting in **** receiving a correctly manufactured building. The real issue here is the incompetence of the contractor, and the contractor's disregard for the proper installation required by the engineering plans. While the contractor may have been unaware of the misprint, the discrepancies should have immediately become obvious during building construction. Instead of seeking clarification, the requirements laid forth by the engineering plan were ignored by the contractor. On page 2 of the plans, under "structural general notes", #4-"Contractor Responsibilities", it starts with, "Contractor shall verify and confirm all existing conditions and dimensions. Ask 4 Engineering shall be notified of any discrepancies between drawings and existing conditions prior to start of work". It goes on to explain that ANY modifications will need written approval, and that any change made by the contractor will both legally and financially be their responsibility if not approved. The door openings said 16'4", but the door headers must always be exactly as the door openings, so being that the door headers were 16 ft even, not 16 ft 4 inches, it was impossible to install the headers in that wider space without modifying the parts, which the engineer would say compromises the strength of the doors. A simple phone call or email to American Outback or the engineer would have confirmed that all parts are for a 16 ft wide opening, and no mistakes or modifications would have been made. It appears that the contractors did not read or follow the plans.
Unfortunately, this was not the only issue with the building construction. **** sent us photos of the building questioning why his local township inspector rejected other installed parts which were indicated in the photos. I immediately called **** and advised him to not use the building for any reason, and to immediately have his contractor contact me so I could direct them where to read on the plans the proper installation of the very important braces that needed correcting. I was so concerned at what I saw that I forwarded them to our corporate head office and to the engineer. I received a prompt reply from both to indicate that there were some serious concerns with the construction. In fact, the summarizing comment was "In many, many years we have never ever seen anyone install product so blatantly wrong." In addition to the incorrectly installed door framing, there were incorrectly installed knee braces, incorrectly installed apex braces, and incorrectly installed strap bracing. Weeks passed, and I did not hear back from ****, and I never was contacted by the contractors, so I assumed **** instructed them to read the plans and the problem taken care of? But even more egregiously, after the initial problems were brought to light, and as we understand it, the incorrect parts were taken off the building and then re-installed, they again were installed incorrectly. Per the most recent building pictures we've received, the building still does not comply with the engineering plans. Those same braces were properly turned as instructed, and trimmed on one side, but not the other side, so they are still not installed according to the plans, and their intended strength is reduced. Also, the indicated quantity of bolts for each brace have been reduced to half of what is required.
then the door installer came back to finish the sectional door and all was good until he started on the second door and found that the shipment included 3 left bottom brackets and 1 right bottom bracket and one wrong length cable and 1 missing pulley. at this point I was furious, knowing they would say it was my fault and was miss placed, I did not even want to deal with American outback buildings or clopay doors again so
We are unable to comment on this as **** never
advised us. The shame of this is had we been given this information of the extra
parts, or mis-sized parts at the same time as the information about the
missing springs, it would have helped the supplier to recognize that a
mistake had been made with this door order. Even now, we are happy to go back
to the supplier if **** would photograph the parts as I instructed this week,
using a measuring tape in the photos next to the wrong size parts, and give us
the detailed information with the photographs. **** should never had contacted
the door manufacturer direcly, as I am his contact person for the building
parts as well as the door parts.
We deeply regret that
**** has had a bad experience with our building system and want to continue to
work toward resolution in this case. If he didn't contact the door
company directly, he would not have been told he lost any parts or been
made to feel inferior. We do not believe in that, as we just want to rectify
any problems in a respectful way.
American OutBack's record over the last 12 years is exemplary and we do not believe we misrepresented our product. Whenever we were made aware of an issue, we dealt with it quickly and always offered a solution. ****'s issues were dealt with in a fair and reasonable way to the extent that he involved us. The bigger concern for **** is the issues created by the builders that still remain on his building and are clearly detailed in the photos given to us (and can be provided as part of the evidence if required). We would very much like to see **** end up with a building that meets the engineering standard it was designed for and will work with him, providing information and engineering advice, to bring his building up to the engineering design code it was designed for.
There are 2 attachments to this response.
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