Complaints

This profile includes complaints for Pro Steel Structures's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Pro Steel Structures

  411 N Main St Mount Airy, NC 27030-3813

  
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  Pro Steel Structures

  1098 E Pine St Mount Airy, NC 27030-3969

  

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:04/30/2025

  Type:Order 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.

  Signed a contract for a building with this company on April 16, 2025. On April 29, 2025 I receive news that my job is requiring me to go back in the office in ********** or I resign my position by May 31, 2025. I called to cancel the building and someone was supposed to call me back and no one did. I called today 4/30 to cancel again and was told I lose my deposit which is something unacceptable and isnt a good business practice. This building was going to be put up on land I own in *************. I have been a remote worker since 2020.I have no reason for this building at this time after calling this company to cancel the building I was informed I would they did not refund a deposit, which is unacceptable for something that was ordered less than two weeks ago. Please help

  Business Response

  Date: 05/07/2025

  Thank you for reaching out and explaining your situation. I completely understand that unexpected life changeslike a sudden job relocationcan be stressful, and Im sorry to hear about the difficult position you're facing.
  Regarding your calls: you contacted our office on April 29 at 5:08 PM and left a message with our secretary, as your salesperson had already left for the day. The following morning, your salesperson did attempt to return your call but was unable to reach you. When you called again on April 30, we explained our policy.
  As outlined in three separate locations within the contract you signed on April 16, 2025, the deposit is non-refundable. This policy exists because, once a contract is signed, we begin processing your order immediately. This includes:
  1. Submitting your order to the manufacturer
  2. Entering your project into our internal systems
  3. Creating a dedicated file and folder
  4. Assigning administrative and design resources
  Your deposit covers the costs of these initial steps, which are initiated right after the agreement is finalized. While the building hasn't been delivered yet, our team and systems have already been actively engaged in fulfilling your order.
  While I truly sympathize with your situation, we must adhere to the terms of the contract in order to remain fair and consistent with all clients. This is not a reflection of how we value your business, but a matter of responsible business practice.
  That said, I was surprised to see a negative review, especially considering that during our last conversationafter I explained the deposit policyyou responded by saying, "Just go ahead and have them install my building." Based on that statement, weve continued preparing your project as scheduled.
  We remain committed to delivering a high-quality structure and a smooth experience. 

• Initial Complaint

  Date:01/08/2025

  Type:Order 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.

  I have not heard from the business in response to my complaint.

  
  

  Customer Answer

  Date: 02/17/2025

   I am rejecting this response because:
  The company keeps referring to "under no circumstances" will a refund be available on the down payment.  This is not a good business practice and is ridiculous for them to keep almost 900 dollars for a 3d drawing made in 10 minutes.  I had to pay 1000's to have my lot leveled, graded and gravelled for them to give me a date that I was not going to be home for due to my work.  Then to tell me that we were in an "isolated" area, which we are 60 minutes from 3 major cities and that they could not give me ***** date and I would have to be moved to the back of the line for installation.  I politely requested a refund and was told "to bad"

  
  

  Business Response

  Date: 02/17/2025

  Dear Ed,

  Thank you for reaching out regarding your concerns with your recent transaction with Pro-Steel Structures. While we understand that you were disappointed with the installation date offered, the date was within the timeframe initially provided. Please know that we take all customer concerns seriously.

  We would like to remind you that the contract you signed clearly outlines our terms and conditions, including:

  • Non-refundable Deposit: You agreed to and signed in three separate places acknowledging that the deposit is non-refundable. Specifically, line 11 of the contract ************

  In the event of a cancellation, the Order Payment or any payments will not be refunded under any circumstances. Customer agrees that the Order Payment is reasonable consideration for any order, configuration, administrative, design, engineering, and/or other time, costs, or services that may have been involved with the Order.

  Your contract was signed and submitted to our manufacturer on October 22, 2024. For orders of $8,000  ( $6,619.24)  or less, there are typically no lead times. However, we were able to secure an estimated lead time of 4-6 weeks from the time your site was ready and the order was verified.

  After signing the sales agreement and submitting payment, you also received an email outlining the entire process and what to expect next. This email explained that the initial order verification process could take up to 7-10 business days. On the 4th day, you reached out with concerns that the manufacturer had not yet contacted you. We referred you to the email, which clearly outlined that the verification may take up to 7-10 business days.

  On November 11, you requested to downsize the buildings leg height from 16' to 14'. After discussing the change, we submitted the revision to the manufacturer. You signed the revised order on November 11 at 5:10 p.m., and it was accepted by the manufacturer on November 12, which restarted your 4-6 week lead time.

  On January 8, the manufacturer offered an installation date of January 14, which was within the 4-6 week timeframe, accounting for holiday closures for Thanksgiving, Christmas, and New Years. You declined the date, stating that you would not be present. The manufacturer informed you that your presence was not required, but you responded, There is no way anyone would have a building of that size installed without being there. They also informed you that declining the date would reset your lead time, but you still declined.

  Immediately after, you requested to cancel the order and refund your deposit. We informed you that doing so would forfeit your deposit, as outlined in the contract. You acknowledged this by stating, Keep the money, its in the contract anyway that I cannot get back my down payment... its in the contract I signed, but later requested the deposit again.

  Given these circumstances, we are unable to issue a refund for your deposit as per the terms of the contract.

  Although you chose to cancel your order, we wish you all the best in your future building projects.

   

  Sincerely

  Pro Steel Structures