Steel Fabrication
HCI Steel Buildings LLCThis business is NOT BBB Accredited.
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Complaints
This profile includes complaints for HCI Steel Buildings LLC's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 3 total complaints in the last 3 years.
- 1 complaint closed in the last 12 months.
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Initial Complaint
Date:04/30/2025
Type:Delivery IssuesStatus: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 ordered a container building from *** and was promised a completion time of mid January. *** never maintained contact through the fabrication process. When I made contact with ***'s staff, months after the building was supposed to be completed, they notified me that the color we requested was on backorder. I exchanged emails about cancelling our order and refunding my down payment and *** has been silent.Business Response
Date: 05/06/2025
Dear BBB Representative & *** ****** referred within as Customer,
Thank you for providing us with the opportunity to address the concerns raised regarding the order for a custom steel building container cover (Quote M3194Rev1). We value our customers and are committed to resolving this matter fairly and professionally. Below, we outline the timeline, contractual agreements, and our efforts to accommodate the customers needs, with specific emphasis on the communicated manufacturing timeline influenced by color availability.
1. Order Confirmation and Manufacturing Timeline Disclosure
On October 25, 2024, the customer electronically signed the contract via ******** (Quote M3194Rev1), agreeing to the terms and conditions, which explicitly state that the order is custom-made, non-cancelable, and non-refundable once released for production.
On November 21, 2024, we informed the customer via email:
Your order is detailed, so as soon as you can return the signed release to fabrication document, we will have it to manufacturing. Depending on colors, we are running at about 2-3 weeks once it gets out there.
This communication clearly noted that the manufacturing timeline was contingent on the selected colors, as certain specialty materials, such as selected coil, could impact production schedules.
2. Release for Fabrication
On November 22, 2024, the customer electronically signed the release for fabrication, authorizing production of the custom steel building. This document did reiterate the terms, including:
The non-cancelable nature of the order post-fabrication release.
Potential storage fees if the customer cannot accept delivery.
Acknowledgment of the Additional Terms and Conditions signed on October 25, 2024.
3. Production Updates and Industry Challenges
On December 27, 2024, we provided a progress update, estimating completion by mid to late January 2025: We are looking at mid to end of January. We sincerely apologize for not providing more frequent updates during the production process, as we recognize this could have better informed the customer of ongoing progress. Fabrication was substantially completed by January 20, 2025, but four metal panels in the customer-specified Forest Green color were delayed due to industry-wide material shortages. Steel is a market-sensitive commodity, and such supply chain disruptions are beyond our control for which we sincerely apologize.
4. Customers Cancellation Request and Our Response
On March 5, 2025, the customer requested to cancel the order. We responded the same day, explaining:
The delay was due to the backordered Forest Green coil, critical for the four remaining panels.
The building was otherwise complete, and the coil was expected later that day, enabling shipment by Friday, March 7, 2025.
We offered to provide photographic proof of the completed load.
On March 11, 2025, we reiterated the contractual terms referencing:
Paragraph 2: Confirming Orders: A customer may not, except with our written consent, cancel any order for material that was specially ordered and confirmed, or processed, including cut-to-size materials
Paragraph 3: Terms of Payment: Orders placed with HCI for steel structures will require down payment and cannot be cancelable or returnable
Paragraph 8: Returns and Cancellations: If you cancel your order after materials are released for production, you will be required to pay the final balance in full.
Paragraph 6: Refusal of Delivery: Refusing delivery does not waive our return policy Material that has been Cut-to-Size, bend, manufacture, or specially processed just for your individual order will not be credited if delivery is refused.
To accommodate the customer, we additionally offered:
A 5% discount on the entire purchase.
Free delivery within days.Unfortunately, the customer declined this offer and refused delivery on March 11, 2025, stating: If the building is delivered it will not be accepted.
5. Costs Incurred and Contractual Obligations
Following the customers authorization to proceed with fabrication, we incurred significant expenses, including:
30.84 hours of detailing for production.
76.17 hours of manufacturing labor.
Purchase of steel tubing, and steel coils in two colors, metal screws in two colors, sealants, and accessories.
Purchase of custom overhead roll-up door and steel man door.
Administrative costs.
These costs, exceeding the deposit amount, were incurred to fulfill the customers specific requirements for a custom steel structure. Per the signed terms, the order is non-refundable, and the customer is responsible for the full balance upon fabrication release.
6. Our Commitment to Resolution
We remain dedicated to resolving this matter. We encourage the customer to reconsider accepting delivery of the fully completed steel building, which meets their specified requirements for custom steel structure. To facilitate this, we are extending the following offer:
a. A 5% discount on the entire purchase.
b. Free delivery to the customers site within 30 days of full payment, as mutually agreed.
c. Waiving of accumulated storage fees.Should the customer continue to refuse delivery, they will remain responsible for the full balance, potential storage fees, and freight costs, as outlined in the contract.
We believe this response addresses the customers concerns while adhering to the agreed-upon terms. The manufacturing timeline was communicated transparently, with explicit mention of color-dependent delays, and we have made every effort to accommodate the customer despite external supply chain challenges.
Please feel free to contact us for further discussion or to coordinate delivery.Customer Answer
Date: 05/07/2025
Complaint: 23271305
I have included several responses from the *** salesperson below.10/11/2024
As long as you're not looking for engineering, the lead time is about 3-4 weeks or even a little quicker right now. I will need your signed documents and 40% deposit to get the order started. Within 1-2 business days of receiving those items, I will forward the final fabrication release document, which serves as confirmation of your order, with pictures, measurements, colors, anchor type, etc. After receipt of that final approval from you, the lead time will start.
That was in response to my question about LEAD TIME.
11/5/2024 Invoice received
11/11/2024 Payment receipt received
11/21/2024 I had to reach out for a progress update, 10 days AFTER check cleared.
Thank you for checking in. I think your ears must have been ringing because I was literally in the middle of completing the final document that I need you to sign!! You should have it in a few minutes. Your order is detailed so as soon as you can return the signed release to fabrication document, we will have it to manufacturing. Depending on colors, we are running at about 2-3 weeks once it gets out there!
Again LEAD TIME promised.
11/22/2024 Release to Fab signed.
12/26/2024 I believe I was very patient, I reached out. No communication from *** was made for over a month. If *** didn't already know they would have been short on material, they for sure knew over a month after signing the release to fabrication.
12/27/2025
We are looking at mid to end of January. Our Production Manager has been out so I don't have the exact estimated date yet, but I'm told she will be back on Monday.
Promised completion again. No mention of back order.
3/3/2025 AGAIN I had to reach out for a progress update. 67 days...... That to me is completely unacceptable.
3/4/2025
We have been waiting on the Forest Green coil, which has been on back order for quite a while. We can either wait for it or you can change your color. If you decide to change the color, we would be able to get the building out within a week or two at the very most.
FIRST MENTION of the back order! 102 days after I signed the release to fabrication!
*** sold me a building they could not complete in a timely matter. If I didn't reach out to ***, I'm not sure they ever would have communicated. Poor business practice. It took 102 days for them to tell me they were waiting on material to finish my project. I completed my obligations to *** as fast as I could.
They have had my down payment for 183 days. Over half a year and I am are without a product.
Sometimes in business you will incur losses. This is what I suggest *** to do. They can use this as a learning experience on how customers should be treated. Communication is key. Salesperson clearly lied about the lead time to take my money and lock me into a contract. This should be considered fraud.
Sincerely,
*** ******Initial Complaint
Date:01/19/2023
Type:Service or Repair IssuesStatus: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.
I have purchased a building kit from HCI in Jun 27th, 2021 in the amount of $35103.56. Purchase was made as a private customer for personal use. HCI failed its obligations multiple times during this transaction which should be reflected in their BBB score. Following is the list of my claims against HCI:1) HCI assured me of the certain delivery timeframe which was critical for my project both logistically and financially. They have delayed delivery of project documentation by 1 month which significantly and negatively impacted my project.2) HCI assured me of their ability to deliver the product to my property, which was another reason I committed to the transaction. They failed to execute on that promise for technical reasons on their end.3) HCI fabricated and/or supplied wrong parts, supplied a substantial amount of unnecessary parts and did not supply some of the needed parts.4) HCI did not fabricate the product to the specifications that I have requested during quote stage.5) HCI repeatedly failed to communicate with me about the concerns (including safety) and problems discovered in their product, repeatedly promised to put me in touch with supervisors and failed to deliver on any of those promises.6) HCI failed to reach out and resolve any of my outstanding issues after I posted a review on ******* but instead responded to the review with a template message.Business Response
Date: 01/24/2023
On behalf of HCI Im really sorry that *********************** (referred herein as Customer) feels that HCI failed its obligations multiple times during the engineering and manufacturing process of a steel building kit structure.
Customer claims that HCI assured me of the certain delivery timeframe.
HCI starts engineering process for the building when a contract for signed engineering is signed and a full payment for engineering is received as stated in the engineering contract. Although customer signed the engineering contract on June 24, 2021, HCI did not receive a payment in full for engineering until July 16, 2021. On July 16, 2021, HCI started an engineering process. ******************* was sent to customer on August 2, 2021 that is 11 business days from the time when HCI received a payment and the engineering process began.
Fabrication release was signed by customer on 8/4/21. Customer approved in writing the fabrication release on which it stated: Preliminary Fabrication Schedule: Approx.**** weeks after HCI's receipt of this signed document. Building Delivery Date:Approx. ***** weeks after HCI's receipt of this signed document
Manufacturing of the building was completed by HCI on 10/14/21, which is within the **** weeks HCI requires on fabrication release form. HCI informed Customer in the email dated 10/14/21 that HCI Building Ready for Delivery, to which Customer responded in the email dated 10/14/21, that stated: At this point it is better for me to delay it than to hurry it up - my foundation work is still in progress, and I don't even have an estimate for when they're planning to finish pouring. Because Customer wanted to delay the delivery, HCI informed Customer that HCI does not have an extended storage facility and if Customer doesnt pick up his building by 11/8/21, we would have to charge a storage fee.Customer claims HCI assured me of their ability to deliver the product to my property, which was another reason I committed to the transaction. They failed to execute on that promise for technical reason on their end.
HCI offered to ship product to Customers location for $3K on 11/10/2021 but Customers property could not allow for a 48 trailer to go up his driveway. We offered to deliver it by truck and trailer, but it was going to cost more and the customer decided to find his own delivery driver/freight company.Customer claims: HCI fabricated and/or supplied wrong parts, supplied a substantial amount of unnecessary parts and did not supply some of the needed parts.
It is true that Brace Rods were wrong length and extra parts were manufactured due to MBS computer issue, however HCI fixed it ASAP and sent out couplers. Customer brought the issue up on 04/07/22 and HCI sent the replacement parts out the following week.Customer claims: HCI did not fabricate the product to the specifications that I have requested during the quote stage.
Customer signed pre-approval drawings. Building was manufactured as such. Building was manufactured exactly as on approved "Pre-approval drawings".Customer claims: HCI repeatedly failed to communicate with me about the concerns
Our Manufacturing manager called Customer on 05/19/2022, couldnt get hold of Customer. We apologize for the less frequent communication with the Customer as expected.If there are any additional issues with the manufactured product that are not resolved yet, please let us know. HCI stands behind its product and every effort will be made to bring an issue of missing or incorrect parts (if any) to closure. We will make corrections and/or resolve issues because we guarantee our product.
Customer Answer
Date: 01/30/2023
Complaint: 18857529
I am rejecting this response because:I would like to begin my response by highlighting that I am not a professional in the construction industry. I have never indicated to HCI that I have experience or expertise in construction while communicating to the HCIs project managers. I became aware of HCI through ********** an avenue that is intended for regular people and not businesses to seek goods and services. HCI aggressively advertises on **********, and I expected that they are professionals in their field, have delivered to individual private customers on many occasions, and are aware of various nuances when dealing with such customers. HCI made promises and assurances, collected payment but failed to deliver a quality product in the promised time frames, refused to communicate about the issues that were clearly an error on their end, and otherwise failed to demonstrate adherence to ethical business practices.
Absolute majority of my communication with HCI was over email, which allows me to accurately describe the sequence of events and demonstrate HCIs attitude towards their customers. The response they have provided to BBB complaint is quite mind boggling. Not only their claims are full of factual errors, but also they again reiterated that theyre willing to address the errors without taking any such action. Their response suggests that they arent aware of any issues. I will prove they are aware and intentionally stall until customers get frustrated and simply go away.
The reality of it is HCIs unprofessional behaviors caused significant delays in my project, financial losses and emotional distress. Since I did not hire a contractor to perform the erection of the HCIs building and instead did it myself I have no way to estimate the full extent of such losses, but needless to say even a week of downtime in construction can be quite expensive. The initial engineering delay however pushed the project into the rain season and resulted in a landslide which then required a repeated excavation through a contractor.
>>>On behalf of HCI Im really sorry that *********************** (referred herein as Customer) feels that HCI failed its obligations multiple times during the engineering and manufacturing process of a steel building kit structure.
>>>Customer claims that HCI assured me of the certain delivery time frame.
That is my claim. The exact exchange between me an the Sales manager is as follows:From: *********************** <*********************************>
Sent: Tuesday, May 25, 2021 3:12 PM
To: ********************* <*********************************************>
Subject: Re: HCI Steel Buildings Quote #*****
April,
What is your current fabrication time frame ? Like if I were to order a building next week, when can I expect it to be done ? Thanks!
****
********************* <*********************************************>
May 26, 2021, 7:56 AM
to me
Good morning ****,
This is our typical time frame for most buildings depending on size, location and permitting.
Step 1: Customer confirms building design and loads, signs contract and terms
Step 2: Customer pays to get permitted stamped foundation and structural engineering (2-3 week turnaround)
Step 3: Once customer gets approval from permit office, customer signs for fabrication release and pays 50% (4-8 week fabrication turnaround)
Step 4: Once fabrication is completed, HCI will help arrange delivery after payment is received in full. If HCI is erecting the building, HCI will work with customer to arrange date for delivery and install of building.
If you have any questions, please let me know.
*********************
******* Assistant and Sales
Thus HCI was making a claim that engineering paperwork would be completed in 2-3 weeks. That is a critical step, as the foundation work cant begin without that paperwork, which can happen in parallel with HCI fabricating the building. That paperwork was significantly delayed as I will prove later in my response, and the entire project was negatively affected because of that.
I even doubled down, to make sure I understood it correctly as well as its not a miscommunication given other vendors suggested much longer delivery time frames:
From: *********************** <*********************************>
Sent: Wednesday, May 26, 2021 9:44 AM
To: ********************* <*********************************************>
Subject: Re: HCI Steel Buildings Quote #*****
Understood. My question was mainly around the fabrication, whether you have a large backlog and/or affected by the material shortages at the moment. So sounds like around 2 months assuming no delays on previous steps ?
********************* <*********************************************>
Wed, May 26, 2021, 10:19 AM
to me
Yes, around 2 months I have updated your quote request and will get back to you when I get it back from our estimator.
*********************
******* Assistant and Sales
I was mostly concerned about the actual fabrication as its more likely to be delayed by things like staffing (it was during COVID), material supply shortages and possible backlog. There was no reason to expect for engineering to be delayed given its a project identical to such HCI must have done dozens of times.
>>>HCI starts engineering process for the building when a contract for signed engineering is signed and a full payment for engineering is received as stated in the engineering contract. Although customer signed the engineering contract on June 24, 2021, HCI did not receive a payment in full for >>>engineering until July 16, 2021. On July 16, 2021, HCI started an engineering process. ******************* was sent to customer on August 2, 2021 that is 11 business days from the time when HCI received a payment and the engineering process began.
It is accurate that I have signed the contract and other documents on June 24th, 2021. However, I believe HCI is mistaken regarding the July 16th date. I have a record of a paid Invoice ****** dated June 27th 2021 in the amount of $6,100.00 which included all the fees for the engineering work. Invoice was emailed to me on the same day, though it is dated June 25th. I can of course provide these records.
I have first requested an update on the progress with the engineering paperwork on July 23th, which would be unreasonable if it was just started on July 16th like HCI claims above. Instead of pointing to that, Project Manager responded :
************************* <*****************************>
Fri, Jul 23, 2021, 3:19 PM
to me
Hi ****,
Ive reached out the engineering and will let you know what he says when he gets back with me.
Thanks,
*************************
******* Project Manager
HCI Steel Buildings
P: ************
E: pre-engsales@
HCI Online Resources:
W: www.hcisteelbuildings.com
FB: *************************
YT: ************************
Office Location:
**********************************;
*********, ** 98223 ********, ** 98275
From: *********************** <*********************************>
Sent: Friday, July 23, 2021 11:09 AM
To: ************************* <*****************************>
Subject: Re: Slab Thickness
*******,
Any update on my project ? Thanks!
****
Furthermore, Project Manager did admit that the engineering paperwork is being delayed as indicated by this exchange:
************************* <*****************************>
Jul 28, 2021, 9:16 AM
to me
Hi ****,
I understand your frustration, I have little control over the time frame for engineering. I submit it to our engineers and try to prod them. However, with manufacturing, I have total control over the process from start to finish and ensure that you will get it in **** weeks.
Once your engineering is completed, you can choose to start the fabrication or wait for your permit. If you do not need a permit or once you get a permit, we just have you sign a release for fabrication specifying your color selection. T that point, you we will start the **** week countdown.
Thanks,
*************************
******* Project Manager
HCI Steel Buildings
P: ************
E: pre-engsales@
HCI Online Resources:
W: www.hcisteelbuildings.com
FB: *************************
YT: ************************
Office Location:
**********************************;
*********, ** 98223 ********, ** 98275
From: *********************** <*********************************>
Sent: Wednesday, July 28, 2021 8:59 AM
To: ************************* <*****************************>
Subject: Re: Slab Thickness
*******,
I was told at least twice the specific timeline estimates by your colleagues. I had a cheaper quote, but I went with your company because it was suggested that you have no issues delivering reasonably fast and aren't affected by the delays elsewhere. Not only does this result in me having to monkey concrete folks around (really bad for reputation), but it also suggests that if the paperwork can't be done in time, physical fabrication is definitely not happening in time.
Speaking of physical fabrication, when is that starting ?
****
On Wed, Jul 28, 2021 at 8:50 AM ************************* <*****************************> wrote:
Im so sorry, they are swamped with jobs right now and I have jobs that have been in que for almost a month.
Thanks,
*************************
******* Project Manager
HCI Steel Buildings
They are swamped. It should be obvious by now that HCI representative in BBB response either did not have access to all the information related to this project, or simply didnt bother to take a good look of how things developed.
>>>Fabrication release was signed by customer on 8/4/21. Customer approved in writing the fabrication release on which it stated: Preliminary Fabrication Schedule: Approx. **** weeks after HCI's receipt of this signed document. Building Delivery Date: Approx. ***** weeks after HCI's receipt of this >>>signed document
It is correct that I have signed the fabrication release on 8/4/21 and the delivery timeframes were in that document just as HCI claims above. However, those are not the delivery timeframes HCI promised initially in the cited email (**** weeks versus original 4-8 weeks). At this point I have already paid $6,1000 and had no choice but to accept these terms. No delivery timeframes were part of the original contract.
>>>Manufacturing of the building was completed by HCI on 10/14/21, which is within the **** weeks HCI requires on fabrication release form. HCI informed Customer in the email dated 10/14/21 that HCI Building Ready for Delivery, to which Customer responded in the email dated 10/14/21, that >>>stated: At this point it is better for me to delay it than to hurry it up - my foundation work is still in progress, and I don't even have an estimate for when they're planning to finish pouring. Because Customer wanted to delay the delivery, HCI informed Customer that HCI does not have an extended >>>storage facility and if Customer doesnt pick up his building by 11/8/21, we would have to charge a storage fee.
That is mostly accurate, except the Project Manager also informed me that she extended the pick up date and will also work on getting me a shipping quote :
************************* <*****************************>
Oct 15, 2021, 3:19 PM
to me, *******
Hi,
I have to deliver it the week of the 11/8 or finance will charge you $100.00 a day for storage fees. Usually its 2 weeks but I was able to extend it for you for free. Ill have to see what it cost to ship to you, so give me until next week to get you a price.
Thanks,
*************************
******* Project Manager
HCI Steel Buildings
It was clearly a very labor intensive task (~3 week delay), so I had to remind her :
*********************** <*********************************>
Wed, Nov 10, 2021, 10:15 AM
to Miranda **************************** you been able to get a freight quote for this yet ? Thanks!
****
On Fri, Oct 15, 2021 at 3:34 PM *********************** <*********************************> wrote:
Sounds good! Yes, please let me know what the costs *** be, and also parameters of the cargo - dimensions, weight and pick up site address. I want to check if I *** be able to arrange a pickup as well through one of my contacts.
I was also wondering if your freight partners have any special requirements for the destination location - forklift, turnaround space, etc. If you have any of those details, let me know.
Thank you!
****
I then got a response and asked to clarify the details of delivery:
*********************** <*********************************>
Wed, Nov 10, 2021, 3:48 PM
to *******
Can you give me some more details about that ? Like dimensions/weight, and the capabilities/requirements for the freight vehicle ? Thanks!
****
On Wed, Nov 10, 2021 at 3:43 PM ************************* <*****************************> wrote:
Hi ****,
The price for delivery of your building would be $3,000.00. Would you like to proceed?
Thanks,
*************************
******* Project Manager
Which was then followed by another ~2 week delay demonstrated below.
>>>Customer claims HCI assured me of their ability to deliver the product to my property, which was another reason I committed to the transaction. They failed to execute on that promise for technical reason on their end.
>>>HCI offered to ship product to Customers location for $3K on 11/10/2021 but Customers property could not allow for a 48 trailer to go up his driveway. We offered to deliver it by truck and trailer, but it was going to cost more and the customer decided to find his own delivery driver/freight company.
That is mostly correct, and is supported even by my own citations. The issue is that 48 trailer requirement was brought up as a last minute fact after the full financial and time commitment on my end. It is part of my initial claim HCI should have clarified property access before promising to deliver the product. I also do not have a record of HCI offering an alternative as claimed above. Instead I have the following citations:
HCI will help arrange delivery after payment is received in full. - from the email cited earlier.
And the following exchange:
*********************** <*********************************>
Mon, Nov 22, 2021, 9:17 AM
to *******
*******,
Have you had a chance to talk to your team regarding a shorter trailer ? Thanks!
****
On Thu, Nov 11, 2021 at 10:27 AM *********************** <*********************************> wrote:
It's not really the kind of thing for me to determine - it very much depends on the driver and their vehicle. If you have the freight company's contacts, please send them the ****** Maps links for their assessment.
So primary delivery option (my property) is this :
****************************
They wouldn't necessarily need to travel all the way up the driveway, as long as they can get off the county road into the driveway, it will be possible to unload them right there in front of that barn. The question is really whether they will be able to make that right turn, and then come back onto the road.
Secondary location is this:
****************************
It's just 1/4mi up the road. The curves are less sharp there, but it's less ideal for me since I'd still need to haul the materials from there afterwards.
Thanks!
****
On Thu, Nov 11, 2021 at 10:18 AM ************************* <*****************************> wrote:
Hi ****,
Can you tell me how long of a trailer it can fit? Like a 41? or ? I will have to ask my shop.
Thanks,
*************************
******* Project Manager
HCI Steel Buildings
P: ************
E: pre-engsales@
HCI Online Resources:
W: www.hcisteelbuildings.com
FB: *************************
YT: ************************
Office Location:
**********************************;
*********, ** 98223 ********, ** 98275
From: *********************** <*********************************>
Sent: Thursday, November 11, 2021 10:13 AM
To: ************************* <*****************************>
Subject: Re: Delivery Fee
*******,
Another follow up question - is 48' trailer a hard requirement ? I don't believe my property can accept a vehicle that long. I have an option of unloading at the neighbor's adjacent property, but even there it *** be tight.
****
Which received no email response (another delay), though I believe a phone conversation *** have happened in between because the following email was
************************* <*****************************>
Mon, Nov 29, 2021, 4:25 PM
to me
Hi ****,
I have attached the shipping list for weights and lengths. Hope this helps.
Thanks,
*************************
******* Project Manager
...as I was already trying to find a third-party to handle the delivery. All in all HCI did not act professionally and failed to assist with the delivery like they promised.
>>>Customer claims: HCI fabricated and/or supplied wrong parts, supplied a substantial amount of unnecessary parts and did not supply some of the needed parts.
>>>It is true that Brace Rods were wrong length and extra parts were manufactured due to MBS computer issue, however HCI fixed it ASAP and sent out couplers. Customer brought the issue up on 04/07/22 and HCI sent the replacement parts out the following week.
It is true that HCI mitigated the problem of Brace Rods fairly quickly (still costly for anyone with a contractor on-site). They mailed the corrected parts on/after April 15th, I received them some time the week of April 18th - nearly two week construction delay.
************************************** <***********************************>
Fri, Apr 15, 2022, 11:06 AM
to me
Hello,
Haha, yeah me either. Im on my third cup of coffee!
If you have any other questions, please reach out.
Also, regarding your rods. They are ready to be shipped out, I just need someone to drop them off at ************************** will speak soon.
Thanks,
?
***************************
******* Project Manager
However, as it is indicated by earlier claims the building was fabricated on 10/14/21, nearly 5 months before I discovered this issue. It was elaborated on by the Project Manager :
************************* <*****************************>
Apr 8, 2022, 9:05 AM
to me, *******
Hi ****,
Ill remake those rods for you ASAP. There was a bug in the system for and for a short period of time, the rods were being fabricated too short. Is there anything else that you need?
Thanks,
*************************
******* Project Manager
Which suggests that HCI knew about the issue possibly for as long as entire 5 months, but didnt follow up with customers including myself pro-actively to avoid causing costly construction delays.
Second part of my claim can be supported by the following exchange:
************************************** <***********************************>
Fri, Apr 15, 2022, 10:08 AM
to me
Hello ****,
Im happy to help how ever I can, ****. My co-worker, *****, did understand that you want to install wall panels later down the road. He was pointing out on the Stamped Engineered Drawings on page *****, the detail shows the rafter overhanging 8-1/8. This is so you can purchase 8 wall girts in the future. The ***** is placed correctly, just shift it out to where it is flush with the rafter end. However the trim you currently have is concerning to me because that is designed to be fastened into a wall panel at the bottom. Without wall panels that trim is going to be fastened on the roof and flapping in the wind on the side wall.
Ive sketched a drawing showing the future girts and how they will be flush with your roof *****. I hope this doodle makes sense to you. If not, please reach out to me and we will continue to resolve these issues youre having.
As per the issue with the rafters, I will talk with my General Manager and Ill get back to you.
Thanks,
?
***************************
******* Project Manager
?
HCI Steel Buildings
P: ************
E: Projects@hcisteelbuildings.
?
HCI Online Resources:
W: www.hcisteelbuildings.com
FB: *************************
YT: ************************
?
Office Location: Mailing Address:
**********************************; PO Box 912
*********, ** 98223 ********, ** 98275
From: *********************** <*********************************>
Sent: Friday, April 15, 2022 9:06 AM
To: ************************************** <projects@hcisteelbuildings.>
Subject: Re: Short Roof Rods
******,
Thanks for the follow up on the trim questions. Now to reiterate a bit regarding those ***** things. My original plan was to have a fully enclosed building, but due to rising costs of steel at the time I had to circle back and ask for the walls to be removed from the project with the intention of adding them later. I specifically called that out in my communication with *******, that I want the building designed with the intention of adding the walls later. I don't know if that was taken into account, I certainly don't see any mounting provisions for the girts on the columns. So the concern I was trying to convey on the phone was whether the position of ***** in relation to the vertical flat of the column matters - your colleague said it doesn't matter, but I am not sure he understood that previous context regarding the walls. To sum it up, I am wondering if there are any considerations regarding spacing, offsets, or positions of the trim parts I currently have if I am adding the walls to this structure per the typical deisgns you do (as opposed to improvizing something).
****
On Wed, Apr 13, 2022 at 9:56 PM *********************** <*********************************> wrote:
******,
I was working on the construction more today, and was able to make a picture to show the confusing part about the *****. See attached.
So based on the drawings you provided earlier, my understanding is that girts are the same exact metal profile as the purlins, just attached to the vertical surfaces of the columns. I measured my purlins as 8" tall, so I assume the plane extending from the low eve angle needs to be offset by 8" in relation to the column - in the drawing it's referencing end of the rafter with a 1/4" offset, but this obviously isn't applicable because my rafters and columns have a completely different geometry.
Then, assuming 8" is correct, there is that problem of that flat surface sticking out to the left - it appears to extend by 8-1/4" in relation to the vertical side of the column.
****
On Mon, Apr 11, 2022 at 10:33 PM *********************** <*********************************> wrote:
******,
I studied the drawings and got a couple of questions indeed :)
So first of all, I assume RC in RC-8 stands for Rake Channel ? I have two sets of parts that are both labeled RC-8, see attached picture (left is RC-8 channel, right is RC-8 angle, middle is *****), one is indeed a channel, but the other is an angle. Drawings show that it's supposed to be either channel or angle... On the shipping manifest I actually don't have any part with code RC-8, but I do have one called RA-10, perhaps that one is Rake Angle ? Either way, I need your help trying to make sense out of that. Seems like there *** be a labeling and/or logistical error.
The other question is regarding *****. I see on the drawing that the low eave angle is supposed to sit on top of the Gee Strut and project a flat vertical surface beyond the end of the rafter. In my case there is no Gee Strut, but rather there is Eave Strut which is basically a purlin sitting backwards. Additionally there is a tab protruding from the columns, and I believe it would extend beyond the shown "steel line", thus I don't see how the demonstrated parameters can be met. I can make a picture of that tomorrow if you need a visual reference, but I imagine you've already encountered that in other projects.
Thank you!
****
In short, I have called out to HCI project manager that either there is an issue with the shipping manifest, drawings, or logistical error as a substantial number of parts were supplied that seemingly werent needed. While there was a phone conversation prior to their response, only the fitment of some parts was discussed and not the extras. That issue remained unaddressed, and a pile of these parts are still sitting at my contruction site near the mostly completed (I am missing parts) building. It would be acceptable if they were a gift from HCI, but without detailed itemization of the project I am inclined to think I was charged for the things that dont go anywhere. Additionally, some of the components were supplied in larger number than necessary likely because they were prepackaged, and I suspect I also was charged for those even though they werent needed for the project.
>>>Customer claims: HCI did not fabricate the product to the specifications that I have requested during the quote stage.
>>>Customer signed pre-approval drawings. Building was manufactured as such. Building was manufactured exactly as on approved "Pre-approval drawings".
This goes back to the original claim. HCIs model is to advertise to retail customers. The implication of that is that HCI is prepared to deal with customers who are not construction professionals and takes customer communication seriously. My initial request for quote with HCI was for a complete building, but due to rising costs of steel that year I asked to amend the quote making it a bare roof structure while intending to do a follow up order with HCI to acquire additional components for the completion of the building. I have stated this intent early in the process, and requested for the building to be designed with those intentions in mind :
********************* <*********************************************>
Tue, Jun 8, 2021, 9:45 AM
to me
Hey ****,
Yes, we can do just the frame and roof right now and components later. Our kit price is running roughly $25.00/ sq. ft.
So, for your building youd be looking at about $45,000.00
If you have any questions, please let me know!
Thanks,
*********************
******* Assistant and Sales
HCI Steel Buildings
P: ************
E: *********************************************
HCI Online Resources:
W: www.hcisteelbuildings.com
FB: *************************
YT: ************************
Office Location:
**********************************;
*********, ** 98223 ********, ** 98275
From: *********************** <*********************************>
Sent: Tuesday, June 8, 2021 9:27 AM
To: ********************* <*********************************************>
Subject: Re: HCI Steel Buildings Quote # *****
Hi April!
Thanks for the updated quote. Looks like the material price increase pushes me significantly over the budget. Is there an option to order the basic rigid structure now (frame and roof) and follow up with the rest of the components in a few months ?
****
On Tue, Jun 8, 2021 at 9:05 AM ********************* <*********************************************> wrote:
Hi ****,
Here is the quote for your 30x60x20 building in ************. Some benefits of our company and structures are:
HCI suggests that I, a retail customer, was expected to detect any engineering errors (such as missing holes for attaching wall components) in the provided drawings, but HCI, a professional organization, doesnt accept the responsibility for missing customer requirements. HCI is not legally wrong, theyre simply ignoring the business ethics.
Customer claims: HCI repeatedly failed to communicate with me about the concerns
Our Manufacturing manager called Customer on 05/19/2022, couldnt get hold of Customer. We apologize for the less frequent communication with the Customer as expected.
This part has an extremely lengthy list of evidence. In addition to the significant delays in communication already demonstrated through the email chains above, below are the additional examples. First, there was a significant defect in fabrication that I have called out with the Project Manager(s) :
*********************** <*********************************>
Thu, Apr 14, 2022, 7:28 PM
to ******** ******
Folks,
Another feedback datapoint to share. I had a hard time connecting the last two rafters, but didn't realize what was causing the issue until I noticed this today.
**************************
Basically your welding jig must have been setup incorrectly, so the bolting plate (column end) wasn't welded square. The opposite rafter (surprise) has the same defect, and since it's not symmetric, the whole assembly is loaded like a propeller.
This is on the end of the building. I have checked the other end, and they look normal - so two out of four corner rafters are messed up.
****
On April 14th I call out a structural fabrication issue.
************************************** <***********************************>
Mon, Apr 18, 2022, 8:05 AM
to me
Good Morning ****,
I have spoke with our General Manager here at HCI regarding your rafters. He will be doing a site visit down in ****** in a couple of weeks, he can swing by your job site while he is down there. I will reach out to you later when I have a better date set.
If you have any questions from now till then please reach out.
Thanks,
?
***************************
******* Project Manager
On April 18th I was promised a site visit from a qualified HCI employee to happen within the two weeks of that email.
*********************** <*********************************>
Thu, Apr 28, 2022, 10:51 AM
to ******
******,
Any word on the ***** I'm effectively blocked until I can get the opinion on those rafters. You can imagine if this were a project done by contractors, I would suffer significant financial losses due to delays.
****
On Mon, Apr 18, 2022 at 8:05 AM ************************************** <projects@hcisteelbuildings.> wrote:
On April 28th I follow up to clarify the timeline, and get no response. So I follow up again a few days later
************************************** <***********************************>
Thu, May 5, 2022, 11:05 AM
to me
Good morning,
Yes, Im having buzz give you a call today. He is going to be on the road so he has a ton of time for calls. I will make sure he calls you today.
Apologies for the delays on our part.
You have received the rods and couplers via the mail, correct?
Thanks,
?
***************************
******* Project Manager
?
HCI Steel Buildings
P: ************
E: Projects@hcisteelbuildings.
?
HCI Online Resources:
W: www.hcisteelbuildings.com
FB: *************************
YT: ************************
?
Office Location: Mailing Address:
**********************************; PO Box 912
*********, ** 98223 ********, ** 98275
From: *********************** <*********************************>
Sent: Thursday, May 5, 2022 9:29 AM
To: ************************************** <projects@hcisteelbuildings.>
Subject: Re: rafter pictures
******,
So any word regarding the rafters ? Thanks!
****
A call *** have taken place with the Project Manager around the same time where he informed me that the site visit will not be happening. Instead he followed up to ask if I had the call.
*********************** <*********************************>
Thu, May 5, 2022, 2:37 PM
to ******
No, I don't believe so.
On Thu, May 5, 2022 at 2:36 PM ************************************** <projects@hcisteelbuildings.> wrote:
Hey,
Did buzz give you a call today?
Thanks,
?
***************************
******* Project Manager
I again followed up on May 12th
*********************** <*********************************>
Thu, May 12, 2022, 2:48 PM
to ******
******,
I've been waiting for like 3 weeks now for your chief of fabrication to voice his opinion on this rafter issue. I don't need to keep bugging you about this if there is no corporate intention to resolve the issue, so just let me know. Thanks!
****
On Thu, May 5, 2022 at 2:37 PM *********************** <*********************************> wrote:
No, I don't believe so.
On Thu, May 5, 2022 at 2:36 PM ************************************** <projects@hcisteelbuildings.> wrote:
Hey,
Did buzz give you a call today?
Thanks,
?
***************************
******* Project Manager
Finally an exchange happened on May 19th, which HCI representative *** have been referring to, but clearly out of context:
*********************** <*********************************>
Thu, May 19, 2022, 1:13 PM
to ******
******,
When I said I didn't believe he called I meant I didn't actively speak to him, I didn't have a voicemail or a missed call from that timeframe either.
****
On Thu, May 19, 2022 at 12:58 PM ************************************** <projects@hcisteelbuildings.> wrote:
Hello,
I apologize for my late response. Its my understanding that **** did call but couldnt get ahold of you. Please let me know if he still hasnt reached out.
Thanks,
?
***************************
******* Project Manager
If we combine these, it is possible that somebody tried to call me some time between May 5th and May 19th, without any evidence that a call actually happened and without any attempt to mitigate it even though I reported it twice that the conversation never happened. Still, it shouldnt be discarded that a site visit was promised, and after weeks of waiting was cancelled without my input and replaced with a promise of a phone call. I have not received any further follow *** from that Project Manager. Instead the following exchange took place a few weeks later with the other Project Manager:
************************* <*****************************>
Thu, Jun 2, 2022, 2:01 PM
to me, ****, *******
Hi ****,
Im sorry that ****** wasnt able to help you. I will get on this right away. Please note that ****** is gone for the next month and I will be moving to Georgia starting Tuesday of next week and wont be back until the 20th, so I have added **** (another project manager who will help you if we dont get this resolved by the time I leave).
Thanks,
*************************
******* Division Manager
HCI Steel Buildings
P: ************
E: *****************************
HCI Online Resources:
W: www.hcisteelbuildings.com
FB: *************************
YT: ************************
Office Location:
**********************************;
*********, ** 98223 ********, ** 98275
From: *********************** <*********************************>
Sent: Thursday, June 2, 2022 1:57 PM
To: ************************* <*****************************>
Subject: Re: Hello from HCI
*******,
I have several outstanding problems, and the building construction has been delayed due to some of them. Here is the list :
1) After many weeks of back and forth with ****** and supposedly your fabrication leader I never got the answer regarding the crooked welding on the rafters
2) Ridge caps are poorly made and will not seal the roof
3) Peak finals are missing from the delivery
4) I have a pile of parts that were not required and not listed anywhere
That's just to name a few problems.
****
On Thu, Jun 2, 2022 at 1:40 PM ************************* <*****************************> wrote:
Hi ****,
Just checking to see how your building is. Did you need anything else? We want to make sure our customers are happy and wanted to also ask for a picture if you have one that we can post for our other customers to see.
Thanks,
*************************
******* Division Manager
According to that email a Project Manager that was actively handling my my concerns was no longer working on them and did not hand those off to anyone else. I got a promise from this other Project Manager that she will get on it right away! And she did
************************* <*****************************>
Fri, Jun 3, 2022, 1:38 PM
to me
Hi ****,
I will try to make that work, if not today, I will have them call you on Monday.
Thanks,
*************************
******* Division Manager
HCI Steel Buildings
P: ************
E: *****************************
HCI Online Resources:
W: www.hcisteelbuildings.com
FB: *************************
YT: ************************
Office Location:
**********************************;
*********, ** 98223 ********, ** 98275
From: *********************** <*********************************>
Sent: Friday, June 3, 2022 1:37 PM
To: ************************* <*****************************>
Subject: Re: Hello from HCI
*******,
I have an appointment at 3pm today, tentatively until 4pm. I should be available for a phone call after 4.
****
On Fri, Jun 3, 2022 at 1:32 PM ************************* <*****************************> wrote:
Hi,
Im going to have our owner give you a call this afternoon.
Thanks,
*************************
******* Division Manager
The owner of HCI was supposed to call me that Friday, or Monday at the latest. Except this email was the last communication of any sorts I have received from HCI prior to me writing a review on ****** in October 2022 and them responding to it there.
>>>If there are any additional issues with the manufactured product that are not resolved yet, please let us know. HCI stands behind its product and every effort will be made to bring an issue of missing or incorrect parts (if any) to closure. We will make corrections and/or resolve issues because we >>>guarantee our product.
I have informed the Project Manager (*******) of the issues in that last email exchange, which mirrored issues I reported to another Project Manager (******) weeks earlier. I posted a ****** review a few months later and received no communication from HCI (my name is clearly stated on the review), even though they responded to my post to defend their reputation. I have received no communication from HCI in response to this BBB complaint either.
After half a dozen attempts to bring issues to their attention I had to just stop and let it go. I havent even brought up every problem that resulted from HCIs incompetence, only focusing on the bigger issues such as structural / safety concerns. I have suffered losses that cant be recovered, but it is still possible to ensure future customers dont have to go through the same negative experience.
Sincerely,
***********************Customer Answer
Date: 02/06/2023
Hello!
I believe it would be fair if the business issues a 20% (off the project cost) refund to rectify the errors they've made and haven't fixed to date. That's the outcome I am seeking.
Best regards,
***********************
Business Response
Date: 02/11/2023
****************** claims that the errors havent been fixed yet.
Besides the issues that were initially brought with Mr. ******** original complaint and already resolved, please let us know what the additional issues with the MANUFACTURED PRODUCT that are not resolved yet. HCI stands behind its product and every effort will be made to bring an issue of missing or incorrect parts (if any) to closure. HCI will make corrections and deliver a replacement for the incorrect parts, because we guarantee our product.
HCI already addressed the following issues of Customer:
1. HCI assured me of the certain delivery timeframe.
Although customer signed the engineering contract on June 24, 2021, HCI did not receive a payment in full for engineering until July 16, 2021. On July 16, 2021, HCI started an engineering process. ******************* was sent to customer on August 2, 2021 that is 11 business days from the time when HCI received a payment, and the engineering process began. HCI MET THE ENGINEERING TIMEFRAME.
Manufacturing of the building was completed by HCI on 10/14/21, which IS WITHIN THE **** WEEKS HCI REQUIRES ON FABRICATION RELEASE FORM. HCI informed Customer in the email dated 10/14/21 that HCI Building Ready for Delivery, to which Customer responded in the email dated 10/14/21, that stated: At this point it is better for me to delay it than to hurry it up - my foundation work is still in progress, and I don't even have an estimate for when they're planning to finish pouring. HCI MET THE MANUFACTURING TIMEFRAME.
2. HCI assured me of their ability to deliver the product to my property, which was another reason I committed to the transaction. They failed to execute on that promise for technical reason on their end.
HCI offered to ship product to Customers location for $3K on 11/10/2021 but Customers property could not allow for a 48 trailer to go up his driveway. We offered to deliver it by truck and trailer for an additional cost as stated in the Terms and Conditions signed by ******************. CUSTOMER DECIDED TO FIND HIS OWN DELIVERY DRIVER/FREIGHT COMPANY.
3.HCI fabricated and/or supplied wrong parts, supplied a substantial amount of unnecessary parts and did not supply some of the needed parts.
HCI fixed this issue ASAP and sent out replacement parts. Customer brought the issue up on 04/07/22 and HCI sent the replacement parts out the following week. THIS ISSUE HAS BEEN RESOLVED and ALL MANUFACTURING ERRORS THAT WERE BROUGHT TO HCIS ATTENTION WERE CORRECTED IN A TIMELY MANNER.
4.HCI did not fabricate the product to the specifications that I have requested during the quote stage.
****************** approved and signed pre-approval drawings. Building was manufactured as such. IT IS CUSTOMERS RESPONSIBILITY TO VERIFY AND MAKE DESIRED CORRECTIONS ON THE ****APPROVAL DRAWINGS as stated in the Terms and Conditions signed off in writing by Customer. HCI manufactured product as per customers approval.
5.THE LAST of Customer complaint is: HCI repeatedly failed to communicate with me about the concerns.
As every other manufacturing issue from the complaint was already addressed in a prompt and professional manner, as a curtesy gesture for the lack of communication, HCI is willing to issue a payment to the Customer in the amount of $500.00. The check payment will go out the week of 02/27/2023, if accepted by *******************Customer Answer
Date: 02/12/2023
Complaint: 18857529
I am rejecting this response because:>****************** claims that the errors havent been fixed yet.
That is correct. Most issues I have reported (multiple times) haven't been fixed.
>Besides the issues that were initially brought with Mr. ******** original complaint and already resolved, >please let us know what the additional issues with the MANUFACTURED PRODUCT that are not resolved yet. HCI >stands behind its product and every effort will be made to bring an issue of missing or incorrect parts (if any) >to closure. HCI will make corrections and deliver a replacement for the incorrect parts, because we guarantee >our product.
No problem, I will restate the outstanding issues for the Nth time.
1) Peak finals have not been delivered
2) A dozen or so galvanized parts have been delivered that are not part of the shipping manifest
3) A dozen or so galvanized parts have been delivered that are redundant with another part and did not go anywhere
4) Two out of square rafters (fabrication defect) were never inspected as HCI promised and never discussed with qualified personnel. I have provided the written evidence that I have made multiple attempts to inform HCI of these problems, and at least 3 HCI employees in the span of multiple weeks have been informed about the issue yet no action was taken by HCI.
>HCI already addressed the following issues of Customer:
>1. HCI assured me of the certain delivery timeframe.
>Although customer signed the engineering contract on June 24, 2021, HCI did not receive a payment in full for >engineering until July 16, 2021. On July 16, 2021, HCI started an engineering process. ******************* was >sent to customer on August 2, 2021 that is 11 business days from the time when HCI received a payment, and >the engineering process began. HCI MET THE ENGINEERING TIMEFRAME.
I have provided the evidence that this claim by HCI is not true. I have provided to BBB both the payment confirmation that took place weeks earlier unlike HCI claims, and also written communication from HCI manager apologizing for the delay with the engineering process. The fact HCI continues to claim otherwise indicates lack of respect for BBB and their resolution process.
>Manufacturing of the building was completed by HCI on 10/14/21, which IS WITHIN THE **** WEEKS HCI REQUIRES ON >FABRICATION RELEASE FORM. HCI informed Customer in the email dated 10/14/21 that HCI Building >Ready for >Delivery, to which Customer responded in the email dated 10/14/21, that stated: At this point it is better >for me to delay it than to hurry it up - my foundation work is still in progress, and I >don't even have an >estimate for when they're planning to finish pouring. HCI MET THE MANUFACTURING TIMEFRAME.
And again, yes - I said "it's better to delay now", because the initial engineering delay caused significant complications with the concrete work and site preparation. Nonetheless, other than that comment I engaged with HCI trying to arrange the delivery and couldn't get timely responses from the manager which I have demonstrated in the previous response. I also insist that while the fabrication took place within **** weeks, that is not the timeframe that was promised during pre-sale communication and was only surfaced AFTER HCI already collected payment for the engineering.
>2. HCI assured me of their ability to deliver the product to my property, which was another reason I committed to the transaction. They failed to execute on that promise for technical reason on their end.
>HCI offered to ship product to Customers location for $3K on 11/10/2021 but Customers property could not allow for a 48 trailer to go up his driveway. We offered to deliver it by truck and trailer for an >additional cost as stated in the Terms and Conditions signed by ******************. CUSTOMER DECIDED TO FIND HIS OWN DELIVERY DRIVER/FREIGHT COMPANY.
I have already commented on this as well. HCI did not verify property access before collecting full payment, yet assistance with delivery was promised at pre-sale. They could also have said that they require an aircraft carrier for delivery, and likewise blame their inability to deliver on the lack of harbor adjacent to the customer's property. HCI sells to retail customers, for the sake of ethics they have to clear these things ahead of time so customers don't try to scramble the last moment to work around HCI's false promises.
>3.HCI fabricated and/or supplied wrong parts, supplied a substantial amount of unnecessary parts and did not supply some of the needed parts.
>HCI fixed this issue ASAP and sent out replacement parts. Customer brought the issue up on 04/07/22 and HCI sent the replacement parts out the following week. THIS ISSUE HAS BEEN RESOLVED and ALL >MANUFACTURING ERRORS THAT WERE BROUGHT TO HCIS ATTENTION WERE CORRECTED IN A TIMELY MANNER.
FALSE. Only one fabrication error was fixed. I have commented (with evidence) on the "timely manner" already - they caused a multi-week construction delay, even though they knew about their mistake for months. Then the other issues still haven't been addressed. They're at the beginning of this response.
>4.HCI did not fabricate the product to the specifications that I have requested during the quote stage.
>****************** approved and signed pre-approval drawings. Building was manufactured as such. IT IS CUSTOMERS RESPONSIBILITY TO VERIFY AND MAKE DESIRED CORRECTIONS ON THE ****APPROVAL DRAWINGS as stated in the >Terms and Conditions signed off in writing by Customer. HCI manufactured product as per customers approval.
Again, matter of ethics. This is not a legal claim. I wouldn't win this in court, but it is still unethical and negatively impacts customers.
>5.THE LAST of Customer complaint is: HCI repeatedly failed to communicate with me about the concerns.
>As every other manufacturing issue from the complaint was already addressed in a prompt and professional manner, as a curtesy gesture for the lack of communication, HCI is willing to issue a payment to the >Customer in the amount of $500.00. The check payment will go out the week of 02/27/2023, if accepted by *******************
This is again FALSE. I have provided the evidence that most of the issues have not been addressed despite me trying to get assistance from HCI repeatedly. That is in addition to the losses caused by the multiple delays. HCI is clearly not accepting responsibility and mocking this process despite me providing the written evidence of multitude of mistakes they have made. Their suggested courtesy gesture does not resolve the complaint.
Sincerely,
***********************Business Response
Date: 02/21/2023
HCI is willing to send out to ****** a quality control inspector to customers job site to review any ***************, deliver the peak finials, and pick up the extra material that wasnt on the manifest.
Taking in the consideration the distance between our manufacturing plant in *********, ********** and Customer's location in Oregon state, please choose one of the below dates for him to come out to the job site:
Tuesday, 2/28/23
Wednesday, 3/1/23
Thursday, 3/2/23If those dates will not work for the Customer, please allow additional dates that would be mutually accepted by both parties.
Thank you.
Customer Answer
Date: 03/01/2023
Complaint: 18857529
I am rejecting this response because:I accept the next step proposed by the business, but it's insufficient to determine that the complaint is resolved given the business has made similar promises in the past. Business proposed the dates immediately following their response - I have just found the time to review their proposal, and found that two of the dates have already passed. It is now after the business hours, which means the third date, 3/2/23 while acceptable for me, may not work for them. I am readily available for their site visit any time from 3/2/23 to 3/10/23. Any other dates would require additional coordination.
Sincerely,
***********************Business Response
Date: 03/06/2023
Please give us your available dates to choose from that are the best to fit your schedule.
We will coordinate your available times with our arrival.
Thank you!
Customer Answer
Date: 03/10/2023
Complaint: 18857529
I am rejecting this response because:I am currently available for a site visit any day between March 13th and March 21st.
Sincerely,
***********************Business Response
Date: 03/17/2023
I am really sorry, but I was able to review ********************** response/proposal just now.
Is it possible to arrange additional dates beyond March 21st, as it is too close to the date ****************** requested, and our inspector has prior appointment out of town.
As both parties need to be "on the same page" with the availability, and taking in the consideration the time needed to answer to each other's response promptly, is it possible to schedule additional timing between March 23rd and April 7, or any other times after that?
It would give both parties enough time to answer to response and look into calendars for availability.
Please let me know.
Thank you.
Customer Answer
Date: 03/22/2023
Complaint: 18857529
I am rejecting this response because:I am currently available any day between March 22nd and April 4th.
Sincerely,
***********************Customer Answer
Date: 03/30/2023
Complaint: 18857529
I am rejecting this response because:Hello!
My complaint got closed by BBB while the business was trying to coordinate a site visit and attempt a resolution. Your online system allows only for two responses: "I accept" and "I decline" - there is no way to say "Let's keep talking." So every time I needed to respond to the business I clicked "I decline" and then typed a message, because I didn't want it to be closed before the resolution was reached. Now the business has no incentive to continue fixing the issue, since you've closed the complaint.
I am currently available any day between March 22nd and April 4th.
Best regards,
***********************
Sincerely,
***********************Business Response
Date: 04/05/2023
HCIs quality control inspector met ***************** at the jobsite location in ****** on Monday 04/03/2023 and walked through the entire project.
The issues were reviewed and addressed in the following manner:
Regarding the extra material that wasnt on the manifest (16ga base channel, rake channel and eave angle): Customer revealed his future plans to enclose the building with wall sheeting. Extra material that wasnt on the manifest is a partial material package needed to accomplish this task. Customer expressed an interest in keeping the extra parts for future use, and HCI decided to gift those parts to Customer at no charge.
Regarding peak finials: Peak finials were manufactured and delivered on 04/03/2023. HCIs inspector explained that peak finials are manufactured for visual aesthetics. Installation (by others) was done in a way that left a gap at the peak of ***** at both ***** ends. In order for both peak finials to fit correctly, the corrections in the installation of both gables shall be made (By others).
To further assist customer, HCI offered a phone/email assistance during the future installation of girts, wall panels and trim at no charge.
HCI strives to resolve this claim in a positive outcome, where both parties are mutually respected and satisfied with the results.
Please let us know how we can further assist.Customer Answer
Date: 04/12/2023
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
Sincerely,
***********************Initial Complaint
Date:10/18/2022
Type:Order IssuesStatus: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.
Hello, I requested a quote for a metal building with installation. As I continued working with the company and paid the deposit, I learned this company doesn't install in my area. The signed quote had a $500 fee which I understood to be the fee for installing in my area. Once it was discovered installation can not occur in my area, I asked to cancel the project. The order for the building has NOT yet placed. After several emails with the company they are retaining a $450 fee from my deposit. The signed quote does not contain any information on cancelation fees. No services or products have been ordered or delivered. I would like the full amount refunded including the $450 HCI is trying to retain. Thank you.Business Response
Date: 10/24/2022
I apologize for the misunderstanding and confusion, however ************ (referred herein as Customer) received a quotation from our company on 08/08/2022 where HCI clearly stated in the upper right corner of this document the description of materials being provided: Terms: KIT ONLY 40%/60%. Customer also received Terms and Conditions for Steel Structure Package where there is clearly stated under paragraph 3. TERMS OF PAYMENT. Building Structure ONLY:40% down 60% balance.
Kit only means that our company will provide a kit only/building structure material package, not a service of installation.
Customer is in Oregon state, our company is located in Washington state. While HCI is able to provide and ship all kinds of steel building components, HCI is not licensed to provide labor services in another state. For that reason, on all out of state quotes, HCI clearly marks Terms: KIT ONLY and we do not include separate line item with a price for the installation.
We never quoted Customer installation but rather quoted delivery to the state of Oregon and related Per Diem as our delivery driver was scheduled to stay overnight due to long travel to Oregon state.
Further, in the same Terms and Conditions under paragraph 8.RETURNS AND CANCELLATIONS, clearly states: No refunds given on down payment -Your order is custom made to meet your requirements and specialty raw materials are ordered and purchased by HCI to manufacture your custom covered structure.HCI may, at its own discretion, refund the portion of your down payment, if proof of declined permits by City/County are submitted to HCI, and retaining the portion of deposit received from customer for administration and engineering fees.
Further, in the same Terms and Conditions under paragraph 10.ERECTION (OUTSIDE HCIS SCOPE OF WORK) clearly states: HCI has no responsibility for erection, supervision of erection, or inspection of erection of the Steel structure.
Customer approved electronically the said Quotation on 08/23/2022.
Further, Customer signed and accepted Terms and Conditions: ACCEPTING THE FOREGOING TERMS AND CONDITIONS FOR STEEL STRUCTURE PACKAGE this 23 day of August,2022.
Although Customer accepted Terms and Conditions with: No refunds given on down payment and HCI has no responsibility for erection",and although Customer did not supply HCI with the proof of declined permits by City/County, HCI is still willing to compromise with Customer.
Further, although HCI can exercise the right to withhold the entire deposit on the steel building package (Kit Only) as stated in the approved by Customer Terms and Conditions, HCI is further willing to refund the down payment to the Customers, except for $450 administration fee which will be retained by HCI due to cancelling the order. The refund check payment will go out the week of 10/24/2022.Attached are the following documents:
Quotation approved by Customer
Terms and Conditions approved by CustomerCustomer Answer
Date: 10/24/2022
Complaint: 18243064
I am rejecting this response because nothing has changed and I still will not have all of the funds I paid with *********** or goods received.
Sincerely,
*******************
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