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:08/29/2024

  Type:Delivery 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.

  This was my 2nd order with this company..On the first oder, they brought the wrong color trim..They made a small compensation, so I agreed to accept it...I ordered a 2nd building over a month ago...We had a scheduled day for carport delivery and build...I had shoulder surgery scheduled in the same week, but made specific plans to be at the site when the crew was scheduled...I had just come home from shoulder surgery, and was resting when interstate called and left me a message they were coming out 2 days early (I had the phone off as I was recovering from surgery)...I checked my messages mid morning and found the message from interstate..I live alone and was in no condition to drive..I tried at least 15 times to call interstate, but they routed or blocked my number to their voice mail so they wouldn't have hear any complaint as to their schedule...I raced to my future homesite, but no crew was there..I finally found a phone number that rang to a managers office, and I was pretty upset to say the least...( This woman was at the very least, nauseatingly condescending...I explained to her that I had just had shoulder surgury, and had made specific plans for our "scheduled " date...It fell on deaf ears...She then transferred me to the job coordinator, (another loopy attendee)...she informed me that they wouldn't be there until 3 *********** let them know how utterly dissatisfied I was with their customer service and I would indeed lodge a complaint with both the bbb as well as the ag in ******************* finally showed up, erected the carport only to find they were 2 panels short...(of course they were, it just adds to their total incompetence)......Then to top it off, they informed me it would be about three weeks before they could get back out and finish the job...one of the most incompetent companies I've ever dealt with...Never again...

  Business Response

  Date: 08/30/2024

  To whom this may concern, ISS will set schedules for installation and will also notify the customer that they may run ahead of schedule. If this happens the crew will contact the customer directly to schedule their arrival. They did leave a ** communicating that they were ahead of schedule, the customer unfortunately did not see the ** until later in the day. Our office phones do not allow any of our departments to block any calls. The customer was calling our scheduling department directly, which at that time, they were not in their office, and they were not able to answer the phone call. Typically, customers will leave a ** and we will return their call as soon as possible. Our vendor did short us 2 roof panels, which is unfortunate, and we were not able to complete the installation at that time. Our scheduling department will be reaching out to the customer next week to schedule them to complete the installation the week of 9-9-24. Please let me know if there is any further information needed, thank you. 

  Customer Answer

  Date: 08/30/2024

   I am rejecting this response because:
  
  The party that responded to you, (with all due respect,)  is a "blatant liar"....They had my phone number purposely noted, (for the sole purpose of not answering my calls)....I know that do be the truth, and so do do they....I tried getting someone on the line for approx 2 hours ..They did not notify me ahead of schedule,  they left a message that morning, 2 days ahead of our scheduled date..I tried responded with calls, texts and emails in legion...They refused to converse with me...That's the truth of it...(remember, I had just gotten home ftom shoulder surgery)...And then to reinfom me They would be another 3 hours late, just added to the insanity...Again, a phone conversation may have negated this complaint...I actually heard from their dealer *** here, that they're having issues and complaints with that company...Now I know for a fact, they are blatant liars..I'll leave it at that...Thanks for your consideration 

• Initial Complaint

  Date:10/30/2023

  Type:Service or Repair 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.

  I had paid **** ******* ************ about **** to have an steel metal building installed on my property. He collected the money and never installed the building, we have contacted him many times and he always says he is going to pay but never does. This has been going on for months.

  Business Response

  Date: 10/30/2023

  To whom this may concern, ISS never received this order in our system. I spoke with this customer back in May, and she stated they placed the order with the authorized dealer **************** and had cancelled the order. ISS has never received the order nor any payment for this order. I did email the authorize dealer in May when the customer called in letting them know she was trying to contact them. Please let me know if you need anything else from our behalf, thank you.  

• Initial Complaint

  Date:08/24/2023

  Type:Service or Repair Issues
  Status:

  UnresolvedMore 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 had a barn built in 10/2022 for our property and the type of roof that they installed 29g metal it Cannot support the snow load for the barn. Per 29g metal it can hold 40 lbs per square foot of snow but the engineer put it at 78 lbs per square foot for the snow load on our build. Per 29g metal the recommended slope should be at 3:12 and not 1:12 like they installed. we have incurred major damage and lost to our barn, trying to work with the company that built it for us and they are refusing to help us out on the repair for this. We have sent pictures via email and many phone calls but insist we had a machine on the roof which never occurred. ******** would say she would call or email back and never would. ***/*****/******* all just ignore the problem winter is coming and if this doesnt get fix we will loose the barn. Have had 2 licensed contractors come and look at roof and explained the metal and slope do not match. Have asked to speak to owners and the employees refuse to leave messages or have call from them. Please we need help the building was a lot of money almost 100k and the concrete was 50k. We had permits and engineering with this per the company so we thought it was going to be the best of the best doing it correctly through all channels. We can provide email correspondents and pictures/videos but the upload wont take all of them

  Business Response

  Date: 09/01/2023

  To whom this *** concern, our buildings are engineered for the area where the units are being built. Each unit is custom to the design the customer is requesting and is built to meet the requirements in their area, for example a high snow load area, will require additional framing to accommodate for the required snow load.  The plans and calculations were approved by the county/city and a permit was issued to the customer. The customer did contact our facility stating that the snow was falling off the roof of the unit in large chunks. I did send the customer a response from our engineers with a suggestion on what they can do, see below:

  
  
  Hello *******, after speaking with your wife last week, I did send her concerns to the engineer. Below are their recommendations, please let me know if you have any questions, thank you.

  
  Good afternoon ***,
  
  I discussed this with ************
  He recommends having an Ice or Snow guard installed on all the roofs, and having the customer sign up for a Snow Removal program that ensure accumulated snow gets removed off the roof consistently.
  This Ice or Snow guard is a non-structural item, that *** be covered by or provided by an Architect based on local ordinances ******************* would not be able to show something like this on our Structural Drawings.

  I do believe this issue is exaggerated because the Lean-to roof slope is 1 / 12 which causes more snow to accumulate at once. There is nothing in the building codes that requires or guides us on situations like this - and A&A can only enforce things that are in the code.

   

   

  If you need further information, please let me know, thank you. 

   

  Customer Answer

  Date: 09/02/2023

   I am rejecting this response because:
  We got a hold of Interstate Steel to show them the damage from the snow weight. The snow fell from the upper roof level to the lower roof level with extreme force.  It is still under warranty and ******** is refusing to pass on the information for it to be repaired. We had asked for the owners to contact us but that has not happened. We have had 2 licensed roof contractors provide information, that the gauge of steel is not the correct gauge for that 1:12 slope it cannot withstand the snow weight on the roof material Interstate Steel installed.  Please see attached information for that gauge of material. So according to this spec, at a 12 foot panel length and purlins at 3 foot the load rating is only 40 lbs per square foot With a 29 Gauge tuff rib panel and that is what was installed. The building was engineered to withhold the snow weight but the panels cannot withstand the weight, in turn the panels are starting to cave in. This can cause serious injuries or death when this caves in. We DID NOT PUT ANYONE or EQUIPMENT on the roof to make these damages occur. The only people that have been on the roof, were your contractor employees that did the install. This is not ok as a business to not work with the customer especially with the product being under warranty. With snow season approaching fast, we need this to be fixed in a timely matter or we will suffer more damage to the building. 
  

  Business Response

  Date: 09/08/2023

  To whom this may concern, ***************************** wife had contacted us on 2-14-23 asking for suggestions on the issue they were having in regard to snow falling off in chunks off of the lean too unit. We inquired with the engineer, and sent her the response on 3-3-23, see attached. 

  On 5-22-23 the customer inquired on information that the county was needing to finalize their permit. We responded with the required information. We were never notified of any issues with the engineered design that were approved by the county that the customer resides in. 

  On 7-21-23 was the first time we were notified of damaged caused to the roof of the lean too. I uploaded a photo that was sent into us by the customer. After reviewing the photo, we determined that the damaged shown in the photo was done by an object as the photo clearly shows some of the channels were lifted. The damage shown does not indicate damage done by snow fall. 

  We believe that we are not liable for any damage that is indicated by the customer, we did offer to give them an estimate to fix the damaged to their unit and they declined. 

  Customer Answer

  Date: 09/20/2023

   I am rejecting this response because : 

  Clearly we reject this offer.  Interstate Steel *** has NEVER offered to give us any type of verbal or written offer to fix what has occurred.  They are not telling the truth in this matter. Please provide when this offer was givenand whom did it come from?

  on 7/26 I wrote the company after they said we damaged it from a machine for them to come up and inspect it for themselves.  There is no way to get a machine up there nor have we even stepped foot on the roof. There would be marks from a machine even if we could possibly get anything on the roof but would be afraid that it would cave in. This has created a major safety issue with going inside the structure or even being around it with snow on the roof.  Being afraid of it caving in due to the substandard gauge of roofing material. I invited them up and never did we hear back from them about it.

  I asked to speak with owners and they refused to get the owners involved. Per ******** she would leave a message and still to this day never heard from them.

  The snow had fallen from the top of the building which is a steeper slope and with the amount of snow and the wrong gauge size of roofing material that they provided was not adequate to withstand the snow weight per PSI for that gauge of tin.  It is a seamless tin material and over lapped which is screwed into the ribbed structure and when hit with the snow weight, it gave it a rippled taco affect. Clearly this shows it cannot withstand the weight.

  We Had 2 licensed state roofing contractors come out and told us that this is a substandard gauge tin material that cannot withstand this application. 
  
  Needless to say, Interstate Steel failed to follow engineering requirements to withstand the snow load.

  The roof of this barn has to be completely replaced with the proper gauge tin to withstand the snow load and to be safe.

  As of right now, permit has not been finalized because the work has not been completed. 

  This company does not stand by their product, warranty or own up to a mistake. I asked for help. I need the help. If an offer was given I would have been gladly to entertain it.

  
  

  Business Response

  Date: 09/21/2023

  To whom it may concern, ******** gave a verbal offer to the ******* to give them an estimate on the cost to fix the damaged panel, which they declined. Also, in response to the 7-26-23 communication, ISS had asked the customer if there was anyone on the roof shoveling the snow off as the lip of the rib was lifted in an upward motion done by an object. You can refer back to the email that was sent in the previous response. 

  I have attached what is pending for the homeowner to pass final inspection from the San Bernardino County Website, it has nothing to do with the structure itself. ISS builds the units to an engineered set of plans that specify what materials to use. 

  If the homeowner is wanting ISS to replace the roof panel with 26-gauge panel, we will be willing to do so, as long as the customer installs snow guards per the engineer's recommendations. Please let me know if you are interested, so we can move forward. 

  Business Response

  Date: 10/06/2023

  To whom this may concern, ISS will stand by the response sent on 9-21-23, please see below:

   

  From the Business on Thursday, September 21, 2023
  To whom it may concern, ******** gave a verbal offer to the Hyatt's to give them an estimate on the cost to fix the damaged panel, which they declined. Also, in response to the 7-26-23 communication, ISS had asked the customer if there was anyone on the roof shoveling the snow off as the lip of the rib was lifted in an upward motion done by an object. You can refer back to the email that was sent in the previous response. 
  I have attached what is pending for the homeowner to pass final inspection from the San Bernardino County Website, it has nothing to do with the structure itself. ISS builds the units to an engineered set of plans that specify what materials to use. 
  If the homeowner is wanting ISS to replace the roof panel with 26-gauge panel, we will be willing to do so, as long as the customer installs snow guards per the engineer's recommendations. Please let me know if you are interested, so we can move forward. 

  Customer Answer

  Date: 10/06/2023

  [A default letter is provided here which indicates your acceptance of Mediation. If you wish, you may update it before sending it.]

  Better Business Bureau:

  I have reviewed the response made by the business in reference to complaint ID .********, , and find that Mediation is necessary.

  Regards,

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