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Business Profile

Portable Buildings

Ascential Buildings

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Portable Buildings.

Complaints

Customer Complaints Summary

  • 2 total complaints in the last 3 years.
  • 2 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

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Complaint status

Complaint type

  • Initial Complaint

    Date:01/06/2025

    Type:Delivery Issues
    Status:
    Resolved
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    We purchased a car port garage on 09/16/2024. We were told that they would deliver it in 6-9 weeks. When we called back the guy who sold us it, was no longer working there. Then, someone else was assigned our case. To which, he never responded since. My wife sent them an email requesting a response within 24 hours last week and there still hasn’t been a response. I called the beckley office several times today, with no answers.

    Business Response

    Date: 01/10/2025

    **** ******* purchased a carport on September 19, 2024. The Product Specialist who assisted him at our Lewisburg location is no longer with the company. On January 3, 2025, Mr. ******* contacted our Beckley location and spoke with that Product Specialist. The Product Specialist forwarded Mr. *******’s information to the Chief Operating Officer (COO) at 3:16 PM on the same day. The COO then contacted Mr. ******* at 3:30 PM that day to discuss his installation timeframe. Mr. ******* inquired about the schedule, and the COO informed him that she didn't have that information and the manufacturer was closed due to the holiday but would follow up on Monday, January 6, 2025.

    On January 6, 2025, at 1:45 PM, the COO called Mr. ******* to update him on the situation, explaining that the manufacturer remained closed due to a winter storm but would reach out as soon as they resumed operations. The COO subsequently contacted the manufacturer on January 7, 2025, and confirmed that Mr. ******* was scheduled for installation during the week of January 13, 2025.

    We have no records indicating that an email was sent from Mr. *******’s wife.

    Customer Answer

    Date: 01/18/2025

    Better Business Bureau:


    I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait until for the business to perform this action and, if it does, will consider this complaint resolved. 

    I have spoken with * **** Buildings (distributor) and we have established an installation date of January 25th. 


    Regards,


    **** *******

  • Initial Complaint

    Date:10/21/2024

    Type:Order Issues
    Status:
    Answered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    We have purchased a building in April 2024 in the amount listed above. We have received the run around since then on getting a contractor to come level the lot. We finally after contacting the ascential buildings multiple times were able to finally get a contractor out here after months. Sent the proof of the lot being level and now it is almost November and we still have not received our merchandise. We have been making the repairs payments on a building we have no possession of and I am not happy about it. I am not sure how people are able to charge interest and a payment on something we still do not have possession of. We have continued to contact them to verify updates and recently were told they don’t have any deliveries set up even though a month ago we were instructed that our buildings “should be delivered” at the beginning of October. The ground is going to be so cold by the time the building is installed which is why we purchased the building so early in the year prior to purchasing our boat which is going to house the boat in the winter months. I want to cancel the entire transaction get all of our money back and try another place. We have had HORRIBLE customer service with the constant run around since the signing of the contract. I want the building delivered within a few days of this complaint or we are going to consider other routes of getting out of this contract and making sure all of our money is refunded.

    Business Response

    Date: 10/30/2024

    The receipt of this BBB complaint marked the first Ascential Buildings became aware of the customer's dissatisfaction. Upon receiving the complaint, we took immediate action to assist the customer. We are pleased to inform you that the issue has been resolved, with the customer scheduled for installation.

    In addressing the other concerns raised in the complaint, the customer purchased the building in April 2024; however, it was communicated that the installation timeframe would commence only after site photographs were received. These photographs were submitted on August 13, 2024. The contractor issue referenced pertains to a separate agreement with external contractors. While Ascential Buildings offers support in connecting customers with local contractors, these contractors are not employees of our company. As shown in the attachments provided by the customer, we made efforts to facilitate additional contractor assistance when requested.

    Regarding the financing aspect, the customer included site work in their loan agreement. It was clearly communicated that payments would begin once funds were drawn to cover the site work.

Ascential Buildings is NOT a BBB Accredited Business.

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