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Business Profile

Building Materials

Strat-O-Span Buildings, Inc.
BBB accredited business seal
BBB Accredited BusinessA+Rated by BBB

Complaints

Customer Complaints Summary

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

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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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  • Initial Complaint

    Date:02/17/2024

    Type:Product 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.
    Our experience with this company quickly diminished after purchase. They cut every corner possible! We were informed there would be equipment to help unload trucks- shipping companies were never informed this was required. Shipping dates changed and we were not informed- had to leave work several times to accommodate. Our biggest issue is with the insulation kit purchased for our shed. After less than 6 months, the insulation failed and condensation and moisture built up in the insulation. All installation was done according to the instructions provided. When addressed with ****, we were told we need to tape all seems of the insulation and this may resolve the issue but would have to be funded out of our pocket. This was not a direction on the installation instructions. This is not an acceptable solution as the moisture is already in the insulation and would be trapped in. We were informed by local contractors not to tape the seems as this would be a waste of resources and the moisture would never completely escape. **** was extremely rude and defensive when this issue was brought to his attention. He pushed the issue to another salesman but we hit a dead-end resolving the problem. We spoke at length before purchasing about our climate and he supplied an insulation product that does not meet the demands of our climate. (R-10 insulation for -20 degree *******, again cutting a corner to save himself money). We now have frost in the insulation and condensation buildup. **** interrupted and spoke over me several times on the phone while trying to come up with a solution. By the end of the call he was yelling at me for bringing the issue to his attention and asking for resolution. He condescendingly asked what I (a woman) knew about the installation process and if I helped with the process. Amount paid listed below is for the insulation package only.

    Business Response

    Date: 03/08/2024

    The first statement about unloading the materials is not a true statement. On the signed contract it states "BUYER'S DUTIES ON DELIVERY BY STRAT-O-SPAN. ***** agrees to furnish sufficient manpower and equipment to unload all deliveries." Insulation tape is the standard repair for insulation that is not installed properly. This is shown on illustration 8 of page 2 of the insulation instructions. The other salesman described by the end user is a reference to a customer representative of the insulation manufacturer. R-10 insulation is the standard for a building that is only heated occasionally or to take the chill off the air. I do not or have I ever yelled at any of my customers.

    Customer Answer

    Date: 03/19/2024

    Complaint: 21308083

    I am rejecting this response because:

    As stated in the original complaint, a repair should not be required this soon after proper installation. I offered to send pictures and videos of the insulation to show it was installed according to the instructions provided, but **** declined. The attached photo showed that R-10 insulation is not suitable for our climate. Our climate and desire to keep the shed heated continuously as opposed to occasionally was thoroughly discussed prior to purchase. 

    As a consumer, Ive never been yelled at and spoken to as rudely as **** did. Unfortunately, this portion of the issue (yelling) can not be resolved as **** will not admit he is in the wrong. 


    Sincerely,

    *************************

    Business Response

    Date: 03/21/2024

    The thickness of the fiberglass insulation has nothing to do with condensation.   Condensation is only controlled by the vapor barrier.  If moist air inside the building is allowed to transfer thru joints or tears in the vapor barrier then there will be condensation present in the building.

     

    Customer Answer

    Date: 03/27/2024

    Complaint: 21308083

    I am rejecting this response because:

    As previously stated, there are no issues with the installation therefore, there are no holes in the vapor barrier.  Additionally, all other construction was completed as necessary- the building and structure are not the issue. Again, would you like me to arrive at pictures as proof?

    Sincerely,

    *************************

    Customer Answer

    Date: 07/05/2024

    M-TR 07/05/2024 [M] LVM regarding mediation process and requested a current complaint update.

    M-TR 07/09/2024 [CR] ************ will not address the issues with the insulation taking on moisture. We purchased the building and insulation from them and followed all instructions just as they were written. I will send photos and other documentation within a week.

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