Complaints

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• Initial Complaint

  Date:24/08/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore 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.

  On 27.10.2022, my wife and I bought a custom made metallic structure with a membrane( 120ft L x 55ft W) from Norseman Structures through the official distributor which they obliged us to use( we were told that we could not buy directly from the factory and they endorsed them as their only distributor in Ontario). We purchased this for 81,358.87 CAN. We signed the contract with their distributor. After we paid 50% of non refundable deposit the distributor notified us that Norseman was obliging us to purchase an expensive stone base to allow the structure to resist the snow and wind loads of our location. Otherwise Norseman was refusing the production and delivery of the structure. We had no choice than buying the base. Altough, the structure was sold as non engineered we were assured that the engineer drawings could be purchased from Norseman if required at any time. The distributor convinced us that “non engineered”status is just a formality and they installed many structures around Ontario like this. Later we were asked by our Townhall to present the engineer drawings and we asked NORSEMAN to sell them. They told us that drawings did not exist and recommended us to hire an independent engineer. After numeral requests he was handed the technical characteristics of the structure and informed us that with those technical characteristics the structure could not resist the snow and wind loads of our location, the drawings could not be stamped and the structure could not be installed. Norseman obliged us to buy an expensive stone base justifying it with safety reasons( snow and wind loads) although they failed to notify us that the structure by itself doesn’t meet ONTARIO safety requirements. NORSEMAN knew from the beginning the location, size and purpose of this custom made structure. They not only failed to inform us that the structure doesnt meet safety requirement and possess danger to lives and property of the people, but was hiding material specifications from us.

  Business Response

  Date: 20/09/2023

  ****** ***** purchased a structure that is a non-permit structure from a third party Seller.  The non-permit structure was manufactured by Norseman Structures, a division of Norseman Inc. (“Norseman”).  Non-permit structures are less expensive than permit structures.

  The local permitting authority informed ****** ***** that there were additional requirements for the non-permit structure to comply with local building code.

  ****** ***** was unhappy with the additional requirements.

  ****** ***** complained to the Seller and Norseman.

  On January 30, 2023, ****** ***** released the Seller from responsibility.

  ****** ***** is now pursuing Norseman.

  It is the responsibility of the purchaser and/or Seller to ensure foundation requirements and local building code are satisfied for a structure as this depends on the intended use of the structure, these are not the responsibility of the manufacturer.

  Customer Answer

  Date: 26/09/2023

  
  Complaint: ********
  
  I am rejecting this response because: QL structure was NOT "non-permit" but "non engineered" . They misled us that if required for permit we can buy it for extra price.We contracted with the distributor of Norseman for the purpose of erecting a Norseman QL structure on our tennis court and paid 50% of down payment. Later the official dealer jumped out of the contract without refunding our money. We signed a release with the distributor in exchange of our money that we would not prosecute them regarding the erection of the building. We did not release Norseman on the quality of the structure. We found out of the deficiencies of the structure once we asked Norseman to sell us the engineered drawings.  They notified us that those drawings did not exist. We hired an engineer. After examining the documents he informed us that 2 pages with technical specifics and reaction numbers were missing. After multiple requests, Norseman sent only the technical specifications but no reaction numbers.Our engineer informed us that the structure is unsafe and presents a risk of collapsing. The product does not meet the requirements of snow and wind loads in Ontario.Furthermore, Norseman misled us into believing that the safety of the product depended on the stone base, which they forced us to buy, iin truth the product would not sustain the snow and wind loads independently of the base.Norseman knew the limitations of the product since we provided them with the location, size and purpose of the structure and sold us this dangerous product and did not warn us that the technical specifications do not meet the requirements and they were hiding the specifications because they would expose the weaknesses of the product. Product does not function and cannot be used in a safe way that Norseman advertised .The recall of this product should be considered to avoid fatalities and damages.