Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:02/18/2025

  Type:Customer Service Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  February 5, 2025 We contacted Steelmasters to get a quote on clearance item from their website for a 10'x10'x14' Long S-model shed. The sales person told us these sheds would go fast because it was left over stock from 2024. We signed that day in order to get the clearance priced shed that would be delivered in late Feburary/early March with FREE SHIPPING. In haste to get the clearance pricing, we placed the order but tried to cancel 6 hours later that night because we could not find a 6x6 door to fit it locally. The next day the sales person offered to source a door for us for an additional *****, but we said we just wanted to cancel. We unknowingly signed a non-cancellable contract. I agreed to continue with the order as is at that point, because they were not giving us a choice. Then they informed us that the delivery driver would not assist in manually unloading the steel panels from the 5ft tall flatbed meaning I would have to risk injury climbing on their truck to unload it myself, Again we were misled because during the sales process, my wife was told over the phone the driver helps unload. Due to the delivery risk, I contacted them to cancel the order and informed them that we would forfeit the full shed cost (we paid **** up front). They said they would inform customer service but have not acknowledged the cancellation. I do not want them to deliver because I do not trust they will deliver to our driveway, help unload and provide FREE SHIPPING as they advertise. I just do not want to incur any more costs or get injured climbing on their semi to unload it. It was supposed to be free shipping and we already paid the full contract price. I am not even asking for my money back. So they will actually profit more by not shipping it to us. They can sell it to some other customer, give it to an employee, or use it for spare parts. I don't care. I just want them to cancel their shipment and release me from owing them anything else.

  Business Response

  Date: 06/11/2025

  Thank you for the opportunity to respond to Mr. *******
  complaint.

  On February 4, 2025, Mr. ***** submitted a request to
  SteelMaster seeking pricing and information on buildings measuring 10 feet wide
  by 10 feet long or 10 feet wide by 12 feet long. After consulting with his
  sales representative and reviewing available options, Mr. ***** chose to
  purchase a 10-foot wide by 14-foot long building that was listed on sale. He
  understood this building had limited availability and made the decision based
  on the opportunity to take advantage of a building that fit both his space requirements
  and budget.

  Our agreements are designed to be clear and transparent. In Mr.
  *****s case the agreement stated in multiple locations all sales were final.
  Mr. ***** also acknowledged this by placing a checkmark next to the statement
  “All Sales Final/No Refunds,” confirming his understanding of the terms.

  Mr. ***** contacted us after his purchase stating he wanted
  to cancel his order because he could not find a garage door locally to meet his
  specifications. In response, we reached out to our garage door contacts and to
  present options that matched his requirements. However, Mr. ***** ultimately declined
  to purchase a door that met his specifications.

  As clearly noted in the signed agreement and on our website,
  the buyer is responsible for unloading the building from the truck.  We
  have used the same shipping company for decades and we hear rave reviews about
  their professionalism.  While ultimately it is at their discretion, most
  of the drivers have no problem assisting with the offload, especially for a
  building as small as the one purchased by Mr. and Mrs. *****.

  We have mutually agreed to cancel Mr. ******* agreement,
  releasing both Mr. ***** and SteelMaster from any further obligations. Should
  Mr. ***** wish to work with us in the future, he is more than welcome to reach
  out—we’d be happy to assist him.

  Thank you.

  Customer Answer

  Date: 06/11/2025

  
  
  ****** ******** ******:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  
  
  
  Sincerely,
  
  
  
  Dan *****