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:12/31/2024

  Type:Delivery 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.

  Building supposed to be delivered setup last week. Won't answere phone. Need my deposit or building.

  

  Business Response

  Date: 01/16/2025

  Here at Arts Prime Steel Structures we strive for 100% customer satisfaction.  After receiving this complaint I personally with Mr. ****** for clarification. His building was installed less than 6 weeks after he paid his deposit. (regular lead time is 6-8 weeks).  He was calling us during our annual Christmas/Holiday break 12/20/24-1//06/25 so there was no-one to speak with as no one was here in the office.  He is satisfied and with his building and Art Prime Steel Structures  Mr. ****** has stated he will call BBB and verify his satisfaction.  As the owner I stand behind every building we sell and install and am grateful for every opportunity given to us!    

• Initial Complaint

  Date:11/25/2024

  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.

  We purchased a building in July of 2023 and had to make a deposit of $2,700. We were told 4 to 6 weeks for installation. This was for husbands birthday in Aug. We were ghosted for awhile with no contact at all. I was starting to feel like we got scammed and it was not an actual company. I actually asked if it was a scam. We tried to cancel come the end of Sept. He told me we would not get deposit back and he would hold it for us to purchase a building when we got ready. I was not happy with this but ok. Come this year we got a quote from them for a single carport in the amount of our deposit we had already paid. My husband said ok this is what I want. My husband said just apply our deposit already paid and come install it. Now they back tracked and said we have to spend ****** on a building of that size. Which was never said, ever! And now they wont even let us talk to **** and owner Art wont call either. We were ok with getting a building for the money we already paid them and now they wont even give us that and wont call back. Seen reviews that we are not the only one dealing with this either from this company.

  Customer Answer

  Date: 12/09/2024

  I have not heard from the business in response to my complaint. I can call the business and they answer and always say the person is gone or send me to a voicemail. No one will call you back. I got through once, by using a phone they did not know. But as soon as I relayed problem they sent me to owner who would not answer or call back. I even asked for just the building to be dropped off, they would not even have to install it. And still nothing. So they just stole ***** dollars from us and never planned on giving us anything. Just ignore us. 

  
  

  

  Business Response

  Date: 01/14/2025

  Dear **** ******

  We take customer feedback very seriously at ********************** and are committed to addressing concerns promptly and professionally. However, we believe this complaint contains inaccuracies that do not reflect the full context of our interactions with the customer.

  We have reviewed this matter in detail and would like to provide the following clarification:

  *** style="color: black;">Deposit and Installation Timeline: We strive to provide accurate estimates for installation timelines. However, unforeseen circumstances, including supply chain delays or weather, can sometimes cause deviations. We regret if this led to any frustration for the customer. *** style="color: black;">Deposit Policy: At the time of purchase, our policy regarding deposits was clearly communicated, including that the deposit is non-refundable but can be applied toward a future purchase. *** style="color: black;">Communication: We aim to maintain consistent communication with all our customers. If there were instances where the customer felt "ghosted," we sincerely apologize. That was never our intention. *** style="color: black;">Building Quote: The customer was quoted based on the type and size of the structure requested. Our team is transparent about pricing, and quotes are based on current material and labor ******************

  We attempted to resolve this matter by offering to apply their deposit to an equivalent product, adhering to the terms of our agreement. However, we cannot fulfill demands outside the scope of the original contract or agreed-upon policies.

  To ensure fair resolution, we encourage the customer to contact us directly at *************. We are more than willing to revisit this situation and work toward a solution that meets their needs.

  Given the inaccuracies in the complaint and our ongoing efforts to resolve the matter, we kindly request that this comment be reviewed and removed. We remain dedicated to providing exceptional service to all our customers and ensuring any concerns are addressed in a fair and timely manner.

  Thank you for your understanding and assistance.

  Sincerely,
  ****** Morales 
  Arts Prime Steel Structures

• Initial Complaint

  Date:10/07/2024

  Type:Product 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.

  We Chatted with *** online on ******** and went back and forth with size, windows. Doors and price and agreed we were happy with everything. In total we have sent ******** to get building ordered and on the schedule for it to be built. *** told us when the slab is complete send him photos and six weeks later we will have a complete building. We emailed *** the photo on July 21 st. Our first date they gave us was for Sept 5, then Oct 3rd then Oct 5 then the 9th and now Oct 14. I posted this review on their ******** page and they removed it and blocked me.Arts Prime Steel Structures DON,'T BELIEVE THE 30 INSTILLATION GAURANTEE!!!!They have rescheduled us 4 times. We are now into our 4th month of waiting for them to come build our ************ the owner told us over the phone that it would be done by September 5th. We have called and called asking to speak to *** the owner for months. No return call, no return text, no return emails! I asked ****** the girl in the office what it took to speak to ***. She said "WHAT OWNER OF A BIG COMPANY DO YOU KNOW OF WILL GET ON THE PHONE AND SPEAK WITH A CUSTOMER"I asked for a refund today and they told me no

  

  Business Response

  Date: 01/14/2025

  Dear , ****** ******

  At Arts Prime Steel Structures, we strive to provide exceptional service and clear communication to all our customers. We regret that this customer feels dissatisfied and appreciate the opportunity to address the concerns raised in their complaint.

  We have carefully reviewed the situation and would like to provide the following context:

  1. Timeline Adjustments: While we aim to meet all estimated installation dates, unforeseen circumstances, including weather, supply chain delays, and workforce scheduling, occasionally require adjustments. We understand the customers frustration and apologize for any inconvenience caused by these *************
  2. Communication: We value transparency and communication with our customers. While it may not always be possible for the owner to personally respond to every inquiry, our team, including ****** and other representatives, is trained to address questions and concerns **************
  3. Refund Policy: As part of our agreement with customers, all deposits and payments are applied to their specific project. This policy is disclosed during the sales process and is designed to ensure the viability of their ***********
  4. Social Media and Reviews: We welcome feedback on our platforms; however, posts containing inaccurate claims or unverified statements may be subject to removal to maintain a constructive and factual *****************

  We are committed to resolving this matter amicably and encourage the customer to contact our office directly at ************* so we can explore potential solutions. Our goal is to ensure they feel supported and satisfied with their investment in at Arts Prime Steel Structures product.

  Given that the complaint includes inaccuracies and does not fully reflect our efforts to resolve the matter, we kindly request the comment be reviewed and removed from the platform.

  Thank you for your attention to this matter and for your continued support in helping us maintain a fair and accurate representation of our business practices.

  Sincerely,
  ****** *******

  Arts Prime Steel Structures

  Customer Answer

  Date: 01/14/2025

   I am rejecting this response because:
  Everything I stated in the original complaint is true. Now the Building has been up since October with a broken window. Everytime I call ******* the scheduler for ******** I get a new excuse and a new date of repair. Now she is telling me by the end of January. The prior date was the 1st week in December.  In the mean time it's snowing and freezing in ** and I have a broken window I've been trying to to have repaired since October.  We even told them send us a window or money and we will fix ourselves.  Of course got no answer.
  
  

  

  Business Response

  Date: 01/22/2025

  Thank you for your response and for sharing your continued concerns. We understand how frustrating this situation must be, especially with the delays you've encountered.
  As we mentioned, our role in this process is solely as a dealer for these buildings. While we facilitated the sale, we are not directly involved in the manufacturing, installation, or repair processes. These aspects are handled by the respective manufacturers and their teams.
  We deeply apologize for the inconvenience caused by the broken window and the lack of timely resolution from the manufacturer. To make things right, Arts Prime Steel would be more than happy to refund you for the inconvenience of the unresolved issue with the window. We hope this demonstrates our commitment to ensuring your satisfaction, even though this issue falls outside our direct control.
  Additionally, due to situations like this, we have since stopped using that manufacturer for future sales to ensure a better experience for our customers moving forward.
  We at ********************** value each of our customers and are going immediately refund the cost of the window back to the customer on our behalf.  
  We sincerely appreciate your patience and understanding as we work to support you through this process. Please let us know if you have any additional details that could assist us in moving this forward.

  Customer Answer

  Date: 01/22/2025

   I am rejecting this response because: yes the window is the current issue but the original issue was regarding how You Arts Prime Steel handled us and ordering the building. How rude your staff was to us on the phone and the constant delays.  Before I accept anything I need to know how much you are sending.  I not only have to buy a new window but find someone to install it and pay them.
  
  
  

  

  Business Response

  Date: 01/22/2025

  Thank you for bringing these concerns to our attention. First and foremost, we want to extend our deepest apologies for the frustration and inconvenience youve experiencednot just with the issue concerning the window but also with how you felt treated during your initial interactions with us .At Prime Steel, we take pride in providing excellent service, and its clear we fell short in your case. We deeply regret that your experience was not reflective of the standards we hold ourselves to, and for that, we are truly sorry. Regarding the resolution, we understand the importance of fully addressing the costs you will incur, including purchasing a new window and paying for its installation. We are currently reviewing the situation and would like to offer a resolution that is fair and ensures this matter is resolved to your satisfaction. Please know we are committed to ensuring you feel heard and valued. We are committed to making this right and appreciate your patience as we work to resolve this matter.

  

  Business Response

  Date: 01/31/2025

  We would be more then happy to reimburse for the window or send a new window via mail.! Along with a check for the cost of having to get someone to replace it.! Again, our apologies and look forward to getting this resolved ASAP. We have parted ways with North Carolina Carports & ******, due to issues with repairs. Thank You ***** and ****** ******.! 

  Customer Answer

  Date: 02/01/2025

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

  Send the money for a new window and someone to install it and I will accept it

  ****** j******

   

• Initial Complaint

  Date:06/19/2024

  Type:Delivery 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 ordered a 20x20 metal building and paid $662.70 on May 10, 2024 and was told it would be 4-6 wees or about June 15. 5 weeks went by and I called Mon June 17th and was told it would be 6 more weeks at the end of July, I told them to return my deposit and the lady said we can't do that. I asked to speak to the sales manager and promised to call me at the end of day Mon and he didn't. Tuesday I called and and they wouldn't answer my calls and I left a message. They called later and the girl said they were in a meeting to discuss it. The lady called later and said it still wasn't resolved for an early date, so I said to return my deposit and she said they couldn't, so here I am at a loss.

  

  Business Response

  Date: 06/27/2024

  Good Afternoon, 

  ******* placed a deposit amount of $658.03 on May 9th. He sent in site photos on May 10th, which were then processed by our scheduling department. ******* called in on June 17th to check in, when our schedulers informed him they were running slightly behind he got upset, the lead time would have placed him on June 21st for installation. We proceeded to find a solution, when trying to contact the customer with a resolution he stated he wanted a refund and did not care to hear what we had in mind. At this point and time, we would still love to reconcile and get ******* back on a schedule date. 

• Initial Complaint

  Date:11/30/2022

  Type:Product 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.

  9/5/2022 - Carport was completed and paid in full
  We have multiple issues with the build on the carport which were reported to Michelle within 30 days. There is a 30 day warranty on installation. We have contacted their "Sales specialist" and 2 partners multiple times over the past 3 months asking when they can fix the problems. Most contacts result in them saying will call us back on such and such day, or by such and such day. This has not happened. We've had fix by dates promised which have passed. One is this coming Friday but now they claim the scheduled person is sick and won't make it. We are tired of the endless variety of excuses we're receiving. They are currently advertising installation within 2 weeks for new carports, yet they cannot fix the faulty workmanship on our paid in full install within 3 months. ******* ********* LLC is the related entity that provided the materials. Prime Steel Structures, LLC is the entity that provided the carport build.
  Problems with build include mismatched/incorrect colored trim, roof not centered or straight leading to flapping metal on the back and gaps inside carport between sheets of metal, rebar anchors not flat against frame, bolts incorrectly aligned with one pulling through eye bolt anchors, frame not level on base that we had professionally laser leveled.

  Customer Answer

  Date: 11/30/2022

  The roof is now peeling off the frame

  

  Business Response

  Date: 01/10/2023

  Good morning,
  I hope the day finds you well. My name is Donnie ******* I am one of the owners at Prime Steel Structures. I can rest assure you we take any and all customer issues serious. Unfortunately, due to unforeseen circumstances with weather and staffing issues it took a little long than anticipated to correct the Pennington issues. We did however on December30th and January 2nd completely to take down and reassemble said structure to customers satisfaction. Should there be any further issues please feel free to contact me directly.
  
  
  Thank You,
  Donnie *******
  336-429-8672
  

  
  

  Customer Answer

  Date: 01/11/2023

  I am rejecting this response because: The carport is not finished. Please provide and install the trim to cover the cut on end of roof that we agreed upon as an alternative to again replacing the non-centered roof.

  
  

  

  Business Response

  Date: 02/01/2024

  Thank you for your call *******, as for *******************************, we had replaced her building completely, which at the time of her complaint, the warranty of workmanship was void, it had expired. However, out of the goodness of the company, we completely tore her building down and rebuilt her a new one, she then continued to complain that there was a trim missing. The building was built exactly as she ordered it! No company would have given her another building, we did this because our business prides ourselves on customer service.  We spoke with her husband and her husband was more than happy on what we did for them in replacing the building completely!
  Thank you!
  

   

  *************;L. *************************

  Design Specialist

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

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

  "Be completely humble and gentle, be patient, bearing one another's burdens, love one another"-Ephesians 4:2

  Customer Answer

  Date: 02/01/2024

   I am rejecting this response because:
  1) We contacted them within a few days after the carport was completed, well within the 30-day workmanship warranty period, with a list of items that needed to be fixed.  Need proof?? I have it. 
  2) We did not get what we purchased since the roof was peeling off the frame. We purchased a carport with a roof that would stay on longer than a month or two.  Need pictures and videos? I have them. 
  3) We accepted the solution of putting a trim to cover up a cut along the back of the roof. Upon rebuild, the roof still wasn't centered and had a wide overhang on the back like the 1st build. This overhang was part of the reason the roof started to peel off frame on the original build. The missing screws contributed as well. Rather than replacing the roof a 3rd time, we agreed to have them cut the back of the roof if they covered the cut with a piece of trim. The piece of trim was never supplied or installed. Need proof? Come look and see for yourself.

  4) My husband is far from happy. Just ask him. I did. 

   

  
  
  

  
  

  

  Business Response

  Date: 02/13/2024

  Warranty: The only warranty that Prime Steel Structures offers on the metal structure is a 30 day Workmanship Warranty that covers leaks,damaged
  material, and malfunctions of roll up doors, walk in doors, and windows. Any other warranty that applies to the Metal Structure is
  provided by the manufacturer, and the terms of any such warranty are in the written terms provided by the manufacturer, which terms
  may be provided with this Contract or directly by the manufacturer to the Customer. PSS makes no other warranties to Customer,
  express or implied. No other writing/person may extend or give warranty beyond this. 
  
  We do not warranty against weather, we replaced ******'s building with screws that had come out. I've attached her carport building. It is just the roof, where a few screws came out, as she continued with her complaints from when they had bad weather (which a warranty does not cover) and being that they were contacting us months past the warranty issued, she wanted us to take the building down and replace it. It's a carport, so we did. No company would do that, as the warranty was void. We are a faith based company. ****** continued to staulk our social profiles, using slang words and bad mouthing our company. She was rude, disrespectful. Her husband told her to stop already, she continued months and months later. We did everything we could for her, even when it wasn't warranteed anymore.

  Customer Answer

  Date: 02/14/2024

   I am rejecting this response because:

  I did contact ******** within 30 days regarding the issues but this should not matter because after all the roof did start peeling off the frame after 2 months of installation. We did not pay over $5,000 for a carport with a roof only to stay on for 2 months.  The roof started peeling due to the excess overhang on back of carport and missing screws. After 2 months of flapping, the sheet metal tore loose from the screws that were installed. We had average wind for our area during these 2 months.  Fortunately, my husband was able to climb high enough (14' sides) and install metal cables to fasten the roof panels to the frame. When he called ****** to inform him of the recent development, there was no offer from Prime Steel to come out and secure the roof to prevent further damage to our and our neighbors' property including livestock in adjacent fields. We had to do it ourselves to mitigate damages. We live only about an hour from their place of business.

  Yes, I did leave multiple honest online reviews with pictures of the carport since Prime Steel would not show up to fix. This is my right. ******, a partner, spoke with my husband and made an agreement if I removed the reviews they would fix the carport. I immediately removed the reviews but they did not show up to fix the carport. I received a text from ******, after removing the reviews, that stated "I can't just afford to shut down my crew for a couple of days with no income to just handle repairs".  This led me to believe they were not going to address our issues anytime soon, if at all. They had our money.  
  

  Not sure why they believe this should have been covered by the manufacturer of the product, rather than the installation warranty. Even so, according to what ******** told me when ordering the carport, the manufacturer and installer are related companies. They eventually sent another one of their install guys out to look at the carport. He pointed out more issues with the install that only an experience install person would notice. *** then contacted us and stated that according to their guy the carport needed to be rebuilt. It's not our fault they hired a crew that did not know how to properly construct these buildings, yet it became our problem. 

  Seems as if Prime Steel is the stalker. My husband and I put this matter to rest over a year ago after the carport was re-built. We then received a response through BBB on 2/1/24 from ********, then another one today, 2/14/24.  

  My husband and I are glad the carport was rebuilt. We are not glad about the way we were treated between builds and that the promised trim piece was never provided or installed.

  My husband said he will be glad to discuss this further if anyone at Prime Steel would like to call him.