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Complaint Details
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Initial Complaint
04/15/2022
- Complaint Type:
- Product Issues
- Status:
- Resolved
Please see the uploaded document.Business response
04/26/2022
To Whom It may ******************************* had a schedule with this customer to do a formal walk through to address all stated warrenty items. The customer "No showed" and failed to answer several phone call attempts made by the quality control *******. The gate was locked and the key was nowhere to be found. We never disassembled the lock on the gate. Instead we hopped the gate and walked to the building.
All items were addressed regarding broken wall screws. The quality control ******* also adjusted fasica trim which was not included in the customer's punch list. As seen in the pictures the overhead door lock needed adjustment and (1) s**** was broken attaching the mandoor latch. Other than that we were never aware of the mandoor not working properly. The man door was locked so the adjustment to the overhead door lock and the broken mandoor s**** could not be addressed while we were on site for the aformentioned walk throgh. Had the customer showed up and we had access inside the building, both items could have been addressed in a matter of minutes.
After the work was completed I finally was able to speak directly with the customer. I informed him of all the items we addressed including those found in addition to the punchlist. He appreciated the work completed and apologized for not being on site or answering the phone calls. We discussed the slide lock adjustment and the mandoor latch. I asked the customer if it was necessary to resend quality control up. The customer stated it was an easy fix and would be a waste of time sending someone 2 hours on the road for a 5 minute fix.
SSA finally got paid 4 months after the payment was due. Then, after we thought all issues were resolved per our previous conversation, we recieved this nearly $1000.00 **** from the customer. SSA never agreed to pay for any of this. $5 in miscellaneous parts is questionable, but nearly $1000.00 in labor is riduculous. The contract agreement clearly states that the homeowner is responsible for all jobsite clean up. It is also highlighted in yellow that customer was to provide receptacle (which never happened). The contract also clearly states that the owner is responsible for site preparation and all final grading. It is standard procedure for the concrete trucks to wash out the small amount of concrete onsite. This is common pratice and unavoidable. SSA did not damage the gate or steal any gas cans. Pictures were never provided showing damage to landscaping or driveway. Any time heavy equipment is used and concrete trucks are required, there is a normal amount of wear and tear to the jobsite. Furthermore, we take BBB complaints seriously but this feels like an unwarranted refund. In the spirit of compromise SSA offers $250.00 which is more than we would have spent had we simply done a second site visit.
*****************************
Owner, Steel Structures America
Customer response
04/29/2022
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
Sincerely,
*********************************
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Contact Information
Business hours
Today,Closed
MMonday | 8:00 AM - 5:00 PM |
---|---|
TTuesday | 8:00 AM - 5:00 PM |
WWednesday | 8:00 AM - 5:00 PM |
ThThursday | 8:00 AM - 5:00 PM |
FFriday | 8:00 AM - 5:00 PM |
SaSaturday | Closed |
SuSunday | Closed |
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Get a QuoteCustomer Complaints Summary
1 total complaints in the last 3 years.
0 complaints closed in the last 12 months.