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Business Profile

Metal Building

Horizon Steel Structures LLC

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Metal Building.

Complaints

Customer Complaints Summary

  • 2 total complaints in the last 3 years.
  • 1 complaint closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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.

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Complaint status

Complaint type

  • Initial Complaint

    Date:11/25/2024

    Type:Service or Repair Issues
    Status:
    Answered
    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.
    Purchased a door from them on November 14 2024. Door was in stock. Company was supposed to call me the following week for delivery. I have never head from them and now they won't answer my calls.

    Business Response

    Date: 11/26/2024

    Not sure why this complaint was made, but here are the facts as per contract.
    11/14/2024 Mr ****** entered into a contractual agreement with Horizon Steel. The contract, which is attached, clearly and specifically states delivery times are "Estimated 3 weeks after contract is accepted" This would put our delivery to job site week of December 9th,2024 with Thanksgiving Day closures in mind.
    11/25/2024 (7 business days after entering into this contract), Mr ****** filed a bad ****** review stating he didnt understand why he did not receive his doors as of yet, 11/25/2024 Horizon Steel *** called and spoke with Mr ****** to go over the signed contract and dates of delivery and to ask why he thought to give a bad ****** review only after 7 business DAYS. Mr ****** then said he didnt understand the 3 WEEK time frame if we had the doors in stock.Rep explained our trucks deliver his area daily, but we are absolutely booked out the 3 weeks in advance on deliveries. THATS WHY THE DATES ARE LISTED ON CONTRACT as well as given in email conversations. Horizon *** did state that Mr ****** could come pick up doors today if he wanted, but deliveries are booked out weeks in advance.
    11/25/2024 Mr ****** files complaint here on BBB even after the call was made by Horizon *** and all was again explained to Mr ****** about the 3 week lead time.

    Mr ******* complaint is that he does not have his delivery 7 days after he entered into a contract.

    This is CORRECT. As per contract, door deliveries are running "Estimated 3 weeks out from date of order. So by doing the simple calendar math and taking out for Thanksgiving Holiday closures, the delivery is scheduled for week of 12/09/24 which is in perfect line as per contract. Not sure what part of our estimated delivery time was confusing or mis-understood. It is clear and precise in writing. We cant make it any more clear.
    ALSO, Mr ******* payment by credit card has been DECLINED numerous ******** as of today, this order is being cancelled for non-payment. Cancellation fees may occur.

  • Initial Complaint

    Date:10/18/2022

    Type:Service or Repair Issues
    Status:
    Answered
    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.
    I have tried to contact the company where I purchased my garage door from and they have yet to return any of my calls. All I am requesting is an update status on the order, but no one is returning my calls.

    Business Response

    Date: 10/25/2022

    *********** was in communication with Horizon Steel's sales rep on Tuesday October 18, 2022 at 9:32 am which was the day after Horizon received a voice mail from him asking for an order update on his speicla order door. This was also the day that this BBB complaint was sent to Horizon from the BBB. Horizon resolved the issue at 9:32 am on 10/18/22 and BBB emailed Horizon at 5:40PM on 10/22/22 of the actual complaint. The issue had already been resolved by the time BBB had time to send the complaint to Horizon. I state these dates and times just to show that a few hours to a day delay in response time is even a standard for the BBB.

    Horizon has since spoken to customer again and customer stated he would recend the complaint and that he simply wanted to get an answer on his order and thought this would be a good avenue to use. Horizon appreciates *********** for his patiance and understanding. He has been a good customer and is in good standing with *******************************************.

    Horizon has since entered into another order for materials with customer.

    Customer entered into a contractural agrement on 09/19/2022 for a heavy duty special order door with a production lead time of 4 to 6 weeks.

    Horizon performed ahead of schedule and delivered the special order door within the 4 week lead time. Customer entered into another contract on October 25, 2022 and Horizon has expedited the work order for immediate pick up for this customer.

    Thank you for recending this complaint.

    Horizon Steel Structures, LLC

Horizon Steel Structures LLC is NOT a BBB Accredited Business.

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