ComplaintsforMetals Direct, Inc.

• Initial Complaint

  03/07/2022

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I purchased metal for my home roof. I have proof of purchase paid in full I did not have it cut because of Covid. since purchase their prices when up %88 they will not give me my product I paid and are trying to return my money. I dont want a refund I want my product.

  Business response

  03/15/2022

  Below is a copy of the email we sent to ***************. We held the price for a year and have attempted to issue a full refund. 

   

  From: ************************* <*********************************>
  Date: March 4, 2022 at 6:59:00 PM PST
  To: ********************* <*****************>
  Subject: price increase
  
  
  After extensive research into your account I wanted to confirm a couple statements via notes in the system from ****.
  
  Original point of sale date = 7/16/2020 in which a payment was made for $8,149.95.  Notes indicated that the order was on hold until a pitch was confirmed.
  
  On 7/28/2020 at approx.. 421pm a phone call was made to our office, requesting **** to update the pending trim pitch as reflected on the original order, as well as modify panel lengths and trim counts per your request.  Additionally at your request, the original production hold was continued on the order as your installer was not going to be available to do the work.  Per that conversation a note was added to the file and original sales order stating that the individual who would be installing the roof was out of the county and that it could take up to one year.
  
  After 7/28/2020 there are no additional notes, sales order, invoices, or phone calls until your next estimate that was done on 11/6/21. (16 months later)    That estimate reflected all current price increases and was officially placed and paid for on 11/15/2021 and you took possession of that product on 11/18/21.
  
  On Monday 2/28/2021 at approximately 834am you called and spoke to our customer care manager ******* and requested to have your order taken off hold and produced.
  
  On Monday 2/28/21 at approximately ****am you called and spoke to **** about the message you left with ******* with regards to taking the order off hold.  On that call **** informed you that we would be happy to take your order off hold but that we would need to address the increased cost before we could do so as the price had gone up since original point of sale by 88%.  Which brings us to the current issue as hand.   
  
  
  
  
  
  To summarize we put your project on hold per your request.  The information you were given at POS was and is still good advice if your intention was to not immediately install, as these materials are not intended to be stored in a nesting format for longer than 30 days. (We have included a scan of the manufactures warning label that we receive with all our rolled metal product.)  Your product price was held for 1 year.  The request to remove your hold was made by you 19 months later. 
  
  These are un-presented times and we are all walking through uncharted waters together.  Just yesterday, (3 days after your call to remove your hold) steel went up $50 a ton.  These price increases are unpredictable and helping contribute to our current situation.
  
  Metals Direct prides themselves on customer service and appreciates your business.  We hope you can understand on our end, when a customer puts a deposit on unproduced products those funds are placed in a holding account and untouched until the material is actually made.
  
  
  We have a few suggestions that we hope will help resolve your concerns.
  
  #1  as no materials were made per your request until 2/28/2021 a refund of 100% of your monies paid can be issued to you immediately.
  #2  we can offer our max ******** available to hopefully soften the realty of the increased cost since the point of sale.
  
  
  We appreciate the situation you are in but do not see how we could have done things differently to avoid this problem.  In the history of Metals Direct Tenure in business, we have never had a customer hold their order for longer then 30 days.  Although your situation is unique, I feel Metals Direct upheld their end with holding your price for a full year. 
  
  Please let me know how you would like to proceed from here.
  
  
  
  
  
  
  
  
  *************************
  Owner / General Manager
  Metals Direct Inc.
  6771 *************
  *******,** 96001
  Cell:  *************
  Phone:  *************
  Fax:  *************
  *********************************

  Customer response

  03/17/2022

  I am rejecting this response because: I paid for roofing materials in full. We advised them that our roof installer could not come to ******* because of Covid. They said it was not a problem They never advised us that we may have to pay a higher amount, even though we checked in with them a hand full of times. since original purchase date. they never told us that we would be responsible for extra charge. We did not hear about the rate increase until 2/28/22. **** from Direct Metals is being untruthful about telling us the price was only good for a year and untruthful that he mailed us a  a refund check a year ago. He recently mailed us a full refund but we do not want a full refund we want our merchandise we paid for in full.

  I was trying to send you some of your email conversations but i was only able to download 4 of them. If you want all of them please let me know. Thank you

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

  
  

  Business response

  03/25/2022

  Up until this point Metals Direct had not raised our prices for over 10 years. We had no way of predicting the effect of COVID on the economy. Even as we saw prices starting to increase, we held off as long as we could in hopes of it stabilizing quickly.   On 11/15/2021, *************** completed another order at our current price. (attached). It is not sustainable for any company to sell product at a loss which is why one of the original options we presented was selling it to her at cost. Since this offer was rejected and we have fully refunded the order,including sales tax that we have already paid for, there is no open transaction, and we request that this complaint be closed
  

  Customer response

  03/30/2022

  I am rejecting this response because: I do not request that the complaint be closed. I do not want a refund I want my product I purchased. I received one refund check the first week of March 2022. They never contacted me to ******* me of a price increase, they never said the price was only good for a year. When we purchased more product from them on 11/15/21 they never advised us the price increase would affect our first purchase. 

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

  
  

  Business response

  04/08/2022

  The product purchased was not made as requested. We are not in the business of giving away material for less than it cost to make it. We issued the refund and are utilizing our right to refuse service. 

• Initial Complaint

  11/08/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We signed the contract with Employee ********************* on 8/24/21 that day we discussed and told him we were doing our own concrete. We asked him what comes next. He said we need to put down a down payment then they file permits. My wife then paid for the entirety of the build on 8/31/21 of ********* She asked what comes next he said {****} I send off the plans and we file for the permit process so it's just a waiting game now. Since 8/24 I have been in contact with my concrete contractor. He went in with questions regarding the plans on 9/1 and they told him to wait because they are going to get the permits for the concrete as well. Over a month had passed and we hadn't heard anything from anyone. So I went in there and they said they are still waiting on engineering and the county. Finally after two months I called the county and found out that nothing has been requested for permits. So after that we went in to get our money back. **** then told us there must have been a communication problem somewhere he is sorry and if there is anything they can do at this point to try and make it's right or if its to late. We said we just want a full refund because we held up our end of the contract. I said you have not done what you said for the amount we have paid, permits can take anywhere from 2 weeks to 2 years and we didn't want to wait longer now and restart the permit process. **** then said he has to ask him manager and he will get back to us right away that day. He did not!! So my wife went in the next day to demanded a full refund and said i would go to the BBB because they have breached there own contract and still don't communicate like they say. He told my wife he would send a email by the end of the day. He did but they refuse to give us a full refund saying we have buys remorse and it has always been our job to file permits. They are lying because they are in the wrong clearly so they don't want to give us all of our money back even though it was there mistake

  Business response

  01/18/2022

  We at Metals Direct see this as more of a collections matter then a customer service situation and we are in process of pursing legal action to collect for the monies owed on work completed.
  
   
  
  Please review the attached email as you will see we laid out a detailed time line for the customer and have put an immense amount of effort and work in to this project.  (Additionally emails from 11/4/21 & 11/15/21 & 12/16/21 can be provided if you need them as well as the original signed contract documents)
  
   
  
  In closing we greatly appreciate the opportunity to explain our side of this situation and keep our good standing with the BBB intact.
  
   
  
   
  
   
  
   
  
  Best Regards,
  
   
  
  *********************
  
  Sales Manager

  Customer response

  01/25/2022

  I am rejecting this response because: We paid in full so there is no collection attempt so hes lying to you now as well. This is an example of what we have been dealing with.
  

  Business response

  01/28/2022

  This is in response to the statement of "lies", we have documentation supporting the communication. We offered numerous solutions to mitigate damages on our part for a building that is engineered and completely manufactured to their specifications. The only solution they see is in breach of their contract. While they did pay in full at point of sale, they also filed a chargeback with the credit card company reversing the charges leaving us with nothing for the work that was completed. 

  Customer response

  01/31/2022

  I am rejecting this response because:they offered times to resolve it after I finally asked for a refund after two months so its not like they were doing it out of the kindness of their hearts and I dont want to do business with people that flat lie to my face so I wasnt interested in any of their solutions they offered after that. They did nothing for two months so theres nothing that I owe them. This isnt difficult to see through.
  

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