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:11/09/2023

  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.

  Bought metal cover a little over one year ago and the roof started leaking at the seam and where the panels overlap. The cover has not sat through heavy rain season like we are having, now.

  Customer Answer

  Date: 11/10/2023

  This is a bid I obtained to repair my cover....see attached. fyi

  Business Response

  Date: 11/16/2023

  Hello,

  We have reviewed all the photos, but as we had told **** before we would need to see a few more clearer photos of the entire building. Showing the inside and outside of the structure to make a determination of the cause of the leak.
  

  Customer Answer

  Date: 11/18/2023

  new photos 11-18-23 per what I understand you are asking for. Mark ***

  Business Response

  Date: 12/04/2023

  Unfortunately, after further review of the photos it looks like normal care and maintenance of the building was not maintained as that can commonly lead to leaks, specifically referring to debris on  the roof. Also after reviewing the photos it looks to be a strong white line in one of the seems that was not done by us which falls under alterations to the building. After *************** are made to the building it is not something that we can fix due to the building being altered from its original install. We are sorry that this leak occurred, had we been notified within a timely matter it is usually something that we can come out and correct but unfortunately since it has been over a year since the install and modifications have been made we are not able to do anything at this time. All this is clearly laid out in the bottom of the contract you signed.

  Sincerest apologies
  

• Initial Complaint

  Date:04/14/2023

  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.

  This is unbelievable. I spent $25000.00 on a metal building to which I am finding out now, the roll doors they installed does NOT support door openers and the roof cannot support rain gutters.I recently had 3 garage door contractors out to see if the door can be equipped with electric openers. All 3 contractors said no, it is not possible. I will have to replace both doors to the tune of $5,589.00 for both doors. Only then would then be able in install garage door openers for an additional cost of $1200.00.Also, I had Lowes and Leaf Guard come out to quote me rain gutters on the same building. Again, I was told by both installers it is not possible because there is no beam or board to anchor the gutters to, only sheet metal and that would not suffice.What kind of building does not support rain gutters or on the roll up doors does not support electric door openers. What a ripoff.......

  Business Response

  Date: 04/27/2023

  *****,

  We are sorry to hear that you are not happy with your building. After review of your account I would like to address some of your concerns you have brought to our attention. To start, our doors are spring loaded and we never claimed to be able to support electrical roll-up attachments. Had this been brought to our attention when purchasing the building we would have informed you at such time. In reference to our buildings not supporting gutters, I am not sure why you are having difficulties finding gutters for your buildings but i can assure you that we have had plenty of customers be successful in getting gutters on their buildings whether it be a 3rd party install them or them installing it themself. Again we are sorry to hear you are not happy, but WCMB has supplied the structure that you ordered.
  

  Customer Answer

  Date: 04/29/2023

   
  Complaint: 19937345
  
  I am rejecting this response because: Although Westcoast Metal Building never stated that the roll up doors would support electric door openers, they also Did Not Make that disclaimer on their website informing customers of that fact. If it had stated clearly somewhere on their website that these doors "DO NOT SUPPORT" electric door openers, then I would have ordered other doors that do support electric openers.

  As for gutters, Lowes and Leaf guard gutter contractors have both informed me that it is not possible to anchor gutters to the metal building as there is no anchor points on the building, simply sheet metal and it is not possible to anchor gutters on sheet metal. I would welcome proof from Westcoast metal building that they have other customer with this type of building that have successfully had a third-party installer install gutters that can withstand snow and high winds. That's why at our expense we had Westcoast Metal building engineer the building for permitting in our area. Perhaps your engineer would like to share with me as to how and where the gutters should be anchored or secured too, after all he/she has a copy of said engineered plans.

  I would also like to know which third party gutter contractors have successfully installed gutters on a building like mine so I can contact them to come and quote the job and work to be done for me and my building.
  
  Sincerely,
  
  *********************

  Business Response

  Date: 05/12/2023

  *****,
  
  You can reject our response, but that does not negate the fact that you did not inquire or research what you had purchased. Assuming that WCMB buildings support automatic doors ONLY because it doesn't state the contrary on the website is absurd and quite frankly your error. To assume that businesses will put a disclaimer for every service they DONT provide is ridiculous. 
  
  Regarding gutters, again it's not a service we provide. I'm not sure why you think WCMB would have drawings reflecting gutters if we do not provide the services. If we had drawings that reflected such, then it would lead customers to think we provide gutters. Therefore we do not reflect gutters. 
  
  What customers choose to do with their structures once installed is up to each customer, and WCMB does not need to provide proof of other customers' alterations performed by a third party or themselves. 
  
  Attached is a picture of a demo on our property with gutters installed approximately five years ago by a third party. We recommend you keep searching for a contractor in your area that can assist you further as WCMB does not feel it's our responsibility to do the search for you. 

  Customer Answer

  Date: 05/13/2023

   
  Complaint: 19937345
  
  I am rejecting this response because: First of all "I never said that your business provided a service for gutters"..... I simply asked you to provide me with a contractor's name or contact information of a contractor who has installed gutters on a building like the one I purchased from you! Or since I had the plans for the building engineered through your company, have the engineer look at the plans and inform me of the anchor points and their location so a qualified gutter contractor will know exactly where to anchor the gutters onto said building. The picture you sent with the gutter installed on it looks NOTHING LIKE the building I purchased from you and it proves again you are trying to cover up the truth. You know exactly the building I purchased from you

  I also asked you about your website....Why do you not put disclaimers on the website stating that your buildings or at least the one I purchased from you does not support rain gutters or automatic garage door openers?? Your website is hiding that fact and you are misleading and or lying to customers by not disclosing important information.
  
  Sincerely,
  
  *********************

• Initial Complaint

  Date:04/12/2023

  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.

  I purchased an 18W 36L 12H RV cover May 2nd 2022 for approximately 4k. The day it was installed I moved my RV under the cover and the weather was dry. A couple weeks ago I removed the ***** was raining and noticed the seam on the roof was leaking in several spots. I immediately contacted the company and they said they were not responsible for leaks or installation issues after 10 days. The lady that answered the phone was extremely rude and would not allow me to speak with anyone above her about the issue. I have made several attempts to reach other individuals within the company with no help to resolve the problem. I did write a ****** review and noticed several other people with similar issues with this company.

  Business Response

  Date: 04/17/2023

  ****,
  
  Our contract is a little over half a page long. Yes, the print is small, but that's so we can fit as much information as possible into 1 page in the hopes that all customers will take the time to read it and ask questions as needed. We also labeled it "Things You Should Know." We make no efforts to hide or mislead customers. 
  
  Regarding our employee, she did put in a request for a supervisor to call you, however, it can take a few business days for a return call. You did speak to our Sales manager this week,and she explained our contract and process for leak repairs if within the designated time frame that we even extend to 30 days as we understand life can get busy. However, your building was installed almost a year ago and unfortunately, we cannot provide the service of building maintenance on your building.

  Customer Answer

  Date: 05/02/2023

  This company should be closed down. They have terrible customer service and don't back their products. I spent approximately 4k and wish I reviewed, them prior to purchasing, my bad. They are many other people who had the same issues.  

  Business Response

  Date: 05/15/2023

  Bill,

  I'm sorry but it is clearly stated on your contract that if you are not satisfied with your structure you must reach out to us within 10 days, that time period has been well exceeded as we installed this structure last July 2022. We apologize for the inconvenience. Had we been notified sooner we would have been to address the issue.
  

• Initial Complaint

  Date:01/31/2023

  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 purchased our a-frame style 20x50x12 metal carport for our property in Eastern ** in June 2022 with the plan to move our family and 5th wheel there in May/June of this year. The guys came and installed it on 10/19/23. It snowed a good 16" around Thanksgiving and completely collapsed to the ground! Our neighbors informed us of this and we finally saw it for ourselves on 1/7/23. Now we have a $10,000 pile of crumpled metal laying on the ground. After checking the measurements of the metal with tape measure and calipers it is clear that the 14 gauge metal was used. Makes sense now why it failed. We were told by the sales rep to contact *******, but instead have been speaking with *** to no avail. Before realizing they used the wrong material, we were told by *** that since we didn't have engineered drawings the building is not rated for ANY snow load. After we let him know it was the wrong material he said he needed to speak to his "advisor" and call us back, this was a Friday. On Monday morning between 8 and 9 *** left a voice-mail stating that he would like to go over our options, plural. When my husband called back our option, singular, was to upgrade our building with engineered drawings for a discount. My husband told him that we wanted a refund because we are not comfortable putting ourselves and 2 younger children under this type of structure. *** let us know again that he needed to speak with his "advisor" and would get back to us. This was on 1/16/23 and we have yet to have any answers. He sent us an email too asking "how much of a refund are you wanting for this building?" We deserve a complete refund and another question I have is who is supposed to clean up the wreckage? Thankfully we were not camping under it when it collapsed!

  Customer Answer

  Date: 02/13/2023

  This has been resolved. We received a refund check in the mail.

  Thank you, 

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

• Initial Complaint

  Date:01/09/2023

  Type:Sales and Advertising 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 metal structure much like I had ordered before. I received a structure that was different in primary color and trim color. They also didn't put any of the structural braces in that the original cover had. When I contacted them, they acted as though it was my fault. Do not buy from this s*** hole company unless you want to be disappointed in the product. The workers are top notch. The company *****.

  Business Response

  Date: 01/21/2023

  *******,

  According to our records we see that you purchased a building from us, a 12X21X6 with 1 panel and Quaker Gray for the roof color and the trim color. I apologize that you are unhappy with the colors you have chosen. One of the ways we also try to make sure everything is correct before we send out the building is by going over a scheduling checklist as well. At no point during scheduling did you notify WCMB that these were not the colors that you were requesting, even when the scheduler notified you of your color choices. We simply delivered what was on the order that you signed. 
  

  Customer Answer

  Date: 01/22/2023

   
  Complaint: 18711872
  
  I am rejecting this response because: When I first placed my order I asked you to duplicate the colors from my previous order. The only thing that was changed was the length of the building and the number of  additional panels. I thought duplicating the previously ordered colors would be fairly simple. Apparently I gave you too much credit. 
  Sincerely,
  
  *****************************

  Business Response

  Date: 01/31/2023

  *******,
  When asked to duplicate the order we were happy to do so, when signing the order we always ask the customer to please review everything on the order for accuracy. Just as you asked to change the length of the building and made sure that we changed that, we would also ask that you review the entire order and confirm that what you told us for colors was correct as well. Again we are sorry you are not happy with the color options that you had chosen, but at no point during the three points of contact did you notify WCMB that the colors were not what you wanted. WCMB simply delivered what was on the contract and confirmed at scheduling.
  

• Initial Complaint

  Date:11/21/2022

  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 reached out to a dealer to inquire into a metal building for my property. After some discussion back and forth, we came up with a plan and agreed for the representative (*****************- which isn't his real name) to come to my home and inspect my property. On October 31, 2021, *** (real name *********************) came to my home and wrote up a contract, which I signed and gave a deposit of $2,677.35. The check was cashed immediately. It took several months for the contract to reach West Coast Metal and once it did (on January 7, 2022), I was informed that the quote for engineering was wrong and the cost would be at least $5000 more than originally quoted. From the time I signed the contract on October 31, I had expressed my trepidation with the process because *** was impossible to contact and was not returning texts or calls. He had also promised to help me with permits and he was not responding to my questions, requests for info or even for updates on the process.I have records of all of my communication with ************** (or ******************). West Coast Metal informed me that I would be required to put 40% down to send the plans through engineering and could not help me determine which type of foundation would be best until I paid this money. At this point I was not going to give more money and decided to cancel the order. They told me there was no way they could help with a refund from the dealer. Of course, I have not been able to reach the dealer. The dealer is listed on the contract as *************** Trails. West Coast Metals actively recruits representatives on their websites, yet they do not support the customer.

  Business Response

  Date: 11/23/2022

  Hello *****,
  We are sorry to hear about your poor experience with one of our dealers and will be following up with him. In the future it is always best to work directly with us that way we can get a full understanding of what you need.Regarding your order, I have done some digging and it looks like how *************** Trail had sent it over to us was for a quote, so we never actually received an order.Since WCMB has not collected any money from you we are unable to refund any amount.As a reminder this is stated in your contract that you signed  WCMB will NOT be responsible for any refunds of the purchasers deposit collected by the dealer. Again we are sorry for the inconvenience.

  Customer Answer

  Date: 12/16/2022

  These messages didn't get to me and this was closed.
  
  I can't figure out how to respond to the business. They are saying I just asked for a quote. No, I paid a deposit to get the order started. This is their sneaky way of absolving themselves from the dealer taking money. The dealer represents them and they should be responsible for his actions.
  
  How can I pursue this? The dealer doesn't have a business that I can find.
  
  Thanks for your assistance!
  
  *************************

  Customer Answer

  Date: 01/06/2023

  The only contact information I have is a FAKE NAME and a phone number. West Coast would not provide any additional information to help me find him.