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Business Profile

Metal Building

Direct Metal Structures
BBB accredited business seal
BBB Accredited BusinessA Rated by BBB

Complaints

Customer Complaints Summary

  • 3 total complaints in the last 3 years.
  • 3 complaints 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:07/01/2025

    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.
    The Town Of Rocky Mount purchased a building from Direct Metal, and they tried to charge $1000 dollars over what was quoted and purchased. Will not return phone calls or emails. Have not refunded deposit.

    Business Response

    Date: 07/02/2025

    I have attached above the conversation we have had with *****.  We have had multiple touch points and have had good conversations.  We are regrouping next week after the holiday on Monday to find a solution that will be beneficial for both parties. 

    More than happy to update this after this conversation.

    -The Direct Metal Structures Team

    Customer Answer

    Date: 07/07/2025

     I am rejecting this response because: 

     

    I will wait to see what the resolution is.


    Business Response

    Date: 07/09/2025

    We have agreed to split the $1000 labor fee and ******* is content with that so we can move forward with the project.  Thank you for your patience.

  • Initial Complaint

    Date:04/08/2025

    Type:Delivery 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 ordered a metal building in August of 24. I put down a deposit of $3,500. I was responsible for the permitting and installation of the concrete slab. Due to *** regulations, it took until Nov of 24 to get permits. Mid December 24, the slab was installed. I phoned Direct Metal Structures to advise them that the slab was installed. At that time I was told that an additional piece of metal needed to be purchased and i paid an additional $1,500. I was also told that installation could happen in about 30 days, as they had multiple crews working in **. Direct Metal structures then asked me to send photos of the site with slab finished, then asked for copy of permit and copy of inspection. This was all completed in early January 25, right after Christmas holidays. Since then, I have been told that they can't give me an install date, to call back in a month. I called back in February and was told the same thing, no install date try back. Then I was told 8 to 12 weeks from the date they received the photos and documents. That now put it first of April. I phoned in the first week of April and was told the same thing again, no install date, they also confirmed that the building was not even in production yet and to call back next month. At that point, I asked for my deposit to be returned. I was told, absolutely not returning the deposit.I don't believe this company is going to deliver this building, I just want my deposit returned.

    Customer Answer

    Date: 04/19/2025

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

    Business Response

    Date: 05/01/2025

    Had a great conversation with ***** today on 5/1/25 and we settled the issue.  There was a miscommunication between the customer, manufacturer, and us as a dealer.  We have cleared everything up and he is set up for a delivery and install within the next two weeks.  Mr. ****** is in good spirits and is happy with the outcome.  We look forward to him getting his building!

  • Initial Complaint

    Date:08/20/2024

    Type:Service or Repair Issues
    Status:
    Resolved
    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.
    May 9th, 2024, metal building installed, wrong entrance door was installed, wrong door was confirmed by company on the day of install, company said they would change the door out at a later date. The rollup door was installed with a 1 1/2"gap at the bottom of the door, after numerous calls and numerous photos sent to company, company says it is a floor issue. The measurement from the floor to the center line of the rollup door differs 1 1/2" from one side to the other. The floor is level, the building is level, the rollup door is way off approx. 1 1/2". The 3' entrance door that I selected from what they offered at the time of ordering was not installed. Now the company says they only offer one door. At the time of ordering, two doors were offered, at the time of install the installer confirmed they offered two doors, at the time of install when I called the office, they confirmed it was the wrong door, but now, the company says they only offer one door. I expected the correct door installed and the rollup door adjusted where each side of the rollup door is the same measurement.

    Business Response

    Date: 08/23/2024

    ******,

    We are disappointed to hear that you have had issues with your building and we are looking to find a solution.  I've spoken on the phone with **** at 5-Star Metal Buildings and he had mentioned he has talked to you multiple times to try to fix this issue asking for pictures to resolve this issue and is waiting to hear back.  We take our reviews and complaints very seriously and want to resolve this issue for both sides.  I left you a voicemail today in regard to this and am looking forward to hearing back from you.  Thank you and have a great weekend.

    -The Direct Metal Structures Team

    Customer Answer

    Date: 08/28/2024

    Better Business Bureau:

    I have reviewed the response made by the business in reference to complaint ID ********, and I accept it.

    I disagree as to what they said transpired, but if they are willing to make corrections, That is all I wanted, before this complaint with BBB, the response was that no replacement door would be made

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