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:10/17/2022

  Type:Customer Service 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 hired ***** ******* to provide us with a 30’x45’ hybrid steel building. His crew was only expected to install the sheet metal on the outer shell of the building and install the no fasteners exposed standing seamed metal roof. While inspecting the installation a day or two afterwards, I noticed the roof was not properly latched together. Parts of the roofing are lifting, not latched together, and are almost to the point of sliding off the roof, We’ve repeatedly tried to reach out to ***** to get it resolved but he hasn’t been out to resolve the issue. We’ve called * ********* headquarters and no one has offered to help us get this resolved. We’ve reached out to the attorney general’s office who recommended we try to see if resolution can be made with either the dealer or headquarters. Still nothing has been done. It’s been 2 months since the original installation date and winter weather is becoming a threat. Timing is crucial. Final payment has been withheld until this issue gets resolved.

  Business Response

  Date: 10/25/2022

  [BBB transcription via email from the business]

   

  In response to Complaint ID ********, I offer the following.

  
  

  We sold Mr. ******* a building in March of 2022.  Our lead time due to labor shortages was longer than he wanted.  We sold him the building material without labor to expedite his lead time.  It was agreed upon that he would take care of the foundation and the framing of the building.  We  also agreed to help him out by installing the exterior metal covering in a timeframe sooner than what our labor lead time was since we didn't have to build the entire building.

  
  

  During the process of him getting the foundation and framing done, we took the time and answered several phone calls to address questions he had erecting the building.  When he was finished framing, we arrived in less than a week to install the metal covering.  While installing the roof panels, an employee let approximately 5 panels gradually creep away from the eave about an inch too far in the worst area.  Myself and *******, my Project Manager were unaware of the issue.

  
  

  On September 19th we received a call that there was an issue.  On September 20th ******* met with Mr. ******* to investigate the issue.  ******* took pictures and told Mr. ******* we would figure out a resolution and get back with him.  On September 21st, Mr. ******* called our office demanding this gets fixed immediately and threatens to get a lawyer involved.  Also on September 21st, he contacts Elgin Service Center, Inc. claiming we are not responding and we are not providing any service.  For your information, Elgin Service Center, Inc. is not directly affiliated with Elgin Service Center-Pioneer, LLC.  We are our own entity and a dealer for * ********* and just buy the building kits from Elgin Service Center, Inc. I personally contacted Mr. ******* on the 21st and informed him I spoke to the roof panel manufacturer about the procedure to remedy the situation.  I also let him know that the roof is intact, weatherproof and fully functional.  He is also told that we are short on labor and we will take care of it as soon as possible.

  
  

  We got a phone call again on September 23rd with more threats of lawyers, accusations of poor service and neglecting the matter.  I again explain, we have an approved fix from the manufacturer and we will get there as soon as I can spare a few crew members.  There were a few other calls after this with the same threats and accusations.  I haven't looked up the dates of these calls.

  
  

  I gave Mr. ******* a courtesy call the week of October 10th explaining we haven't forgotten about him.  We are finishing a large project and will get to his place as soon as possible.

  
  

  On October 17th Mr. ******* again called Elgin Service Center, Inc. and our office with more accusations.  I call him back and again explain he will be taken care of.  He tells me he will not pay the bill until this is resolved.  I explain to him that he has not even been invoiced yet for job completion which is another reason that I don't understand why he is being so unreasonable.

  
  

  On October 18th, we sent a crew over to resolve the issue.  Mr. ******* told ******* it looked fantastic and asked if he had the bill.  On October 23rd I emailed the final invoice and mailed a copy on October 24th.

  
  

  I consider this matter resolved as long as I am paid in full by November 2. 2022.
  

  
  

  --
  

  Sincerely,

  
  

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

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

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

  ******** **  *****

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

  Customer Answer

  Date: 10/26/2022

  [BBB Transcription via phone call]

   
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.