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:08/02/2024

  Type:Order 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.

  Diamond Outdoor has failed to fulfill their obligation to repair the roof on my building, despite the fact that the contract clearly specifies a lifetime warranty for rust on the buildings. I have been contacting them regularly since February of this year, requesting for someone to assess the building and address the leaks. This building houses a significant amount of expensive equipment and irreplaceable memorabilia. Unfortunately, rather than getting the issue resolved, more holes have emerged in the roof over time, leading to further leaks and damage to my property. The woman who answers the phone at Diamond Outdoor has informed me multiple times that they did not have the necessary metal in stock and had to place an order. Despite assurances of a quick resolution, I was repeatedly told to give them two more weeks whenever I followed up. During my last conversation with the woman, she promised that a man would be at the building the following week, yet no one showed up and now my calls go unanswered. My only request is for Diamond Outdoor to honor the warranty and replace the rusted metal on the building in order to stop the leaks.

  Customer Answer

  Date: 08/13/2024

  I have not heard from the business in response to my complaint. I feel this is so wrong and down right shameful. When a business does not honor their warranties that you were promised, it tells me a lot. I will never purchase anything again from this company. I provided everything that was asked for and I continued to get promises of someone getting back with me..never happened. Finally they just quit taking my calls. All I needed was one piece of tin replaced that has rusted through and I have a lifetime warranty on it!! Been trying for 6 months to get it replaced to no avail. I'm having to place buckets in my garage to catch rain dripping through the roof. I have machinery and other things stored there that cannot get wet. What this company needs is a good swift kick in the pants! How dare you treat your customers like this! You won't have a business long if you continue like this. I just want my roof fixed!

  
  

  Business Response

  Date: 08/14/2024

  This issue will be taken care of on Monday August 19, 2024.  We are very sorry for the delay and will get this taken care of for the customer.

  Customer Answer

  Date: 08/19/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and I accept it...only if they contact me by Aug 19th as promised. 

   

• Initial Complaint

  Date:01/18/2023

  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.

  Had building installed Feb 2021. Have issues with siding, garage door and walk in door. It pops open, seal at bottom of garage door is not flush. Diamond Outdoors says they are not responsible it is in hands of installer. Installer has stood me up for a whole year. When calling diamond outdoors they leave you on hold and never come back. Installer makes appointments and never shows. Subcontractor that is responsible for concrete hasn't shown up to repair cracks since May 2022 and will not answer phone.

  Business Response

  Date: 01/25/2023

  The customer states that his building was installed February 2021.  After checking our records for all of 2021 we found that his building was installed on January 7, 2022.  This does not negate the fact that his repairs are important and need to be attended to, however, as per the contract he signed at the time of purchase it was stated that any and all repairs should be directed to the sub contractor that installed the building.  We are the manufacturer of the building and we do not handle repairs as has been stated to the customer, but in this instance we do in fact have a copy of a repair order that was written up and given to the sub contractor.  We do want to apologize if the customer has experienced long wait times when calling our office.  There are only two people in our office and there are times that someone is on another call or away from their desk.  The wait time may be extended, but we are not in the practice of not going back to a call that has been placed on hold.  As far as the complaint about the concrete, that was not sub contracted through our office and we have no information on that sub contractor.  He will need to communicate with the office that the concrete was sub contracted through.  This has been explained multiple times at length to the customer, so we are not sure why the concrete complaint is still being directed to our office.  In an effort to resolve this issue we will give the sub contractor another copy of the repair along with this complaint and ask that our shop manager have a conversation with the sub contractor.  Hopefully this will get the needed repairs taken care of.  Regarding the concrete issue the customer will need to call 336-495-0850 and ask for the number to the concrete installer. 

• Initial Complaint

  Date:08/12/2022

  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.

  Bought two buildings from Diamond Outdoors. Both buildings have issues. Have spoken with them several times. Their subcontractor that installed the buildings will not answer or respond to phone calls. Have taken pictures of the issues and sent them to Diamond Outdoors. It has been over a month since install and to repairs made.

  Business Response

  Date: 08/24/2022

  RE: COMPLAINT ID# ********

   

  This is in response to COMPLAINT ID# ********.  We are aware of this customer's issues and our shop manager is actively working with the installer to get this taken care of.  Any repair issues should be reported directly to the installer as they are NOT employed by our company, but separate self employed sub-contractors.  We do understand that there are times that it is difficult to reach the installer directly as in the case of this customer so our shop manager has been communicating with the installer.  The installer was in our office this morning and was given a copy of this complaint and was asked again to get this issue taken care of.  Our shop manager is working with the installer to schedule a job in the customer's area next week as the customer is over 3 hours from our location.  A copy of our contract has been attached highlighting our repair policy. This is the same contract the customer signed at time of purchase stating he understood this policy.  Any further complaints and or actions should be directed to the sub-contractor.