ComplaintsforBig Buildings Direct

• Initial Complaint

  10/26/2023

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  When we placed our order on August 30th, 2022- we never received the building plans from American Steel which is the manufacturer, and Big Buildings Direct is the dealer. As no plans were ever sent; we had to verbally request plans to proceed with providing that documentation to the Lake ************************ and received them for the first time on May 26, 2023 from American Steel. We provided the documentation of plans to the Lake ************************ and it was denied on June 27th, 2023. We then requested a cancellation and full refund on August 3rd, 2023. Per their own post on BBB, they provide refund within 90 days of receiving the plans, receiving a permit denial, and a request of refund. We were well within those 90 days- as we did all of those things by August 3rd, and we had until August 23rd, 2023. However, theyre refusing to provide a refund for the $2,615.04 deposit we made, even though we fall into the parameters they made. Cancellation Policy Refunds are not permitted for any reason once signed and sent to the manufacturing process unless denied permits signed by a government official within 90-days of signing the contract. After 90 days, the deposit is non-refundable. If your county requires any site specific engineered plans all necessary plans must be purchased in order to qualify for a permit denial.It took 269 days to receive plans, even though we should have received them immediately. This made it impossible to do within the 90days from purchase- but they have deceptive information regarding whether its from purchase date or once plans are received- which is a ************************ issue and could be considered False Advertising under Consumer Protection Laws. Our county also requires site specific engineered plans and we couldnt proceed without them.Rep was *****************************, and weve attempted to contact cancellation department and sales manager- they ignore all communication and have made no attempt to resolve.

  

  Business response

  11/14/2023

   

  ****, it seems as this may be a confusion as your zoning and codes show in the documents you provided that we are still able to install and deliver your garage per a re-submit of what your county needs from you to clarify what you are building. Our plans are sent out 2 weeks after they are requested by the customer, and you are well within the ability to get your building installed. Please let us know how we can help further you along the process and get your building on your property. Thank you

  Dear *************************:
  Enclosed are the comments regarding your plans for the permit application at the above referenced property. Based on our review of the information you submitted, we are unable to approve your plans at this time. This Department requires the following items to be addressed before the plans can be approved:
  PB&D - Building - Requires Re-Submit
  *******************: *********************** ************
  In order to approve your project, the following items are required to be addressed:
  1.Mark up design pages with tables that specify framing based on snow and wind loads (min. 30psf ground snow loads and min. 90pmh wind loads).Tables: 11-A2, 11-A1,8-A1,5.1,5.2,4,3.1,3.2,
  2.Foundation sheet 11-A/11 shall indicate foundation depth to a min. 42" below adjacent grade.
  3.Redline manufacturer's cover sheet to indicate building width at 28'.
  4.Confirm subpanel size, disconnect, service trench depth and conduit type. Label receptacle as GFCI.
  PB&D - Engineering - Requires Re-Submit 

  Customer response

  11/14/2023

  Complaint: 20787258
  
  I am rejecting this response because:
  Upon placing my deposit, I was never sent any information that stated what the concrete footing needed to be and how deep it needed to be. I have underground utilities in the area the barn was to be built. This will prevent the 42 deep foundation the county is requiring to be used. As stated in the permit denial. 
  

  Please provide me a full refund or proof that I was sent the foundation requirements within the 90 day period from my deposit. I can assure you that there is none. 
  
  
  Sincerely,
  
  *************************

  Customer response

  03/07/2024

  03/01/2023 AB: Called consumer and left a vm informing them that their complaint has been assigned to mediation. 

  04/02/2024 AB: Spoke to the consumer but he wanted me to speak with his wife and her name is (Tif ) the requested amount in a refund is between 2615.00.

  04/19/2024 AB: Called and left a vm for the consumer. 

  04/25/2024 AB: Called consumer line rang unable to leave a vm. 

  05/08/2024 AB: Called consumer left voicemail. Consumer has not returned any of my calls regarding the complaint.  Closing this complaint out as answered. 

  05/20/2024 AB: Received a call from the consumer he left a vm, and returned the consumer call back and left a vm. 

  

  Business response

  04/08/2024

  04/08/2024 AB:  Called and spoke to *******: Building was order in 2021 plans were not requested until 2023 past the 90 day refund policy.  We give them three months to pull a permits etc.   

• Initial Complaint

  09/13/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My family sought out Big Buildings Direct to construct a 4 wall rectangular building with roof on our property in May of 2022 to include 4 windows, 2 entry-way doors, and a garage door. Proceeding the installation of the building, leaks were found throughout the building from the roof to the windows. Multiple attempts were made to contact the company to assess and repair these leaks. The building repairers were schedule to come out but then would not show up, and we would have to call to reschedule. Then once the building repairers finally arrived, they were non-English speaking and were not able to communicate efficiently to address the concerns. On three different occasions, we repeated this same process of denial of the problem being their responsibility, battling to get them to show up as scheduled, and sending a crew that was ineffective at communication. an agreement was made with the companies customer service representative ***** to allow for an outside itemized quote to be obtain to address and fix the leak repairs. Since we live in an extremely rural area, it took time to obtain these quotes and find other companies/ contractors agreeable to the commute to our property. ****** came out to provide a quote to repair the leaking windows, and their representative indicated that no seals were ever placed within the frame of the windows therefore leading to the chronic issues with leaking. A separate roofing contractor also had to come out to quote the leaking roof, and determined that the builders attempted to bolt a screw in during instillation then withdrew the screw to place it next to it, and left the open area unplugged. It is now September 2023, and after a lot of back and forth communication, quotes have been provided to the company in the amount of $2684 to fix what was installed incorrectly from the beginning. The customer service representative emailed back stating that they were only agreeable to cover $250 of the repair cost.

  

  Business response

  09/14/2023

  We've made multiple attempts to help with this project. Unfortunately this building has been altered in a way that is not suitable for our installers to have further repairs. Our buildings are never meant to be lived and alterations for living quarters do void the warranties. Even in this matter our manufacturer still went out to make things right and were approached with very distasteful words and disrespect. We try our best to take measures to have a great customer experience. -management

• Initial Complaint

  06/30/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Big Buildings installed our barn and did not properly anchor it. They cut the steel incorrectly and did not properly repair it and water comes in the building. The windows leak and they did not properly seal them.

  

  Business response

  07/07/2023

  Leaking under the building would mean the concrete is not poured to the fit of the building. Big Buildings and our manufacturers do not do concrete work. We are working on solutions for the others. Thank you

• Initial Complaint

  06/21/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Order number: ***** You must put down a deposit before receiving the engineered drawings. They can take up to two weeks to get to you but the cancellation policy is only 72 hours. You are also told to follow their steps, which I was doing. Step 1 is permitting. Moving onto step 2 land prep, I provided the engineered drawings to the guys planning to pour the concrete for me. They in so many words said we are not doing this. They have worked in construction and excavating their entire lives and poured many concrete jobs. They explained to me that this pad has to be poured exactly right or the building would erect incorrectly and not be as strong. They also said you never mentioned anything about footers, which is because I did not know. The footers would make a massive mess, are difficult to pour, and would increase my concrete costs to almost double the estimated price. I was told by the salesman that it was a simple process. We would pour a concrete pad and they come bolt down to it and erect the building. This is not the case. No one explained to me about the huge footers and the exactness of the concrete pad. None of their documents explain this as they claim, and it is too late once you have given them the deposit and waited for the engineered drawings. Furthermore, while working on the above details, I decided that I better order the window and doors because we could be moving along in this process quickly. They did not offer windows and doors in the color or style that I wanted. By accident, I learned from one of the other companies that I cannot put garage doors into the building that I have put a deposit on because it will not have enough overhead clearance. Additionally, my contract was grossly misdated yet still accepted. This whole process has been unconscionable. I tried to compromise with them and they have been less than helpful. I plan to take legal action and share my story on social media. I am simply asking for a refund of my $2464.02 deposit.

  

  Business response

  07/07/2023

  We are working to install this customers building and have sent proper documents for the completion in order to begin install on the structure. We do require a deposit for ordering drawings as it is protocol with nearly every manufacturer and dealer in the metal building industry. As far as the concrete goes, many thousands of concrete pads have been poured for metal buildings this year with local county codes in mind. If your concrete contractor is not able to pour the proper foundation the building will not be properly anchored. Footers are: simply put foundational support under the concrete. We would highly recommend finding a reputable concrete contractor to pour the proper specs for your pad, as they do many pads just like the specs for your county. Garage doors and windows can be ordered separately, but must be installed by the garage door providers you have chosen. 

  Customer response

  07/09/2023

  Complaint: ********
  
  I am rejecting this response because:
  Big Buildings Direct does not clearly disclose the concrete needs before requiring a deposit. Their responses to me prior to BBB involvement were ridiculous. Furthermore, they were willing to erect a building without enough overhead space for garage doors, knowing full well that I was only doing door build outs because of the type of doors I wanted.
  
  
  Sincerely,
  
  ***** ******

  

  Business response

  07/11/2023

  We apologize for the confusion from the other companies you have spoken to, but your 8x8 framed opening in the center of the garage purchased will very easily fit a garage door of the size you chose. A building foundation is very important for any project, and the concrete should  be done by a professional. 

• Initial Complaint

  05/24/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I contacted *********************** because I need to change the building size due to financial change in my life . He quit communicating with me and I realized why . I wanted a large open sided building or carport . So I would like to get my deposit back , so that I can afford a large carport . It has not been ************************************************************************************ the same window . This is nothing against ****** .

  

  Business response

  06/05/2023

  We are looking into this matter as we speak and will reply with the best solution for both parties. 

  Customer response

  06/06/2023

  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

  05/17/2023

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I have a need for a large personal garage so I called Big Buildings Direct and talked to a salesman describing the situation as I need a certain size building with insulation to keep the building CLIMATE CONTROLLED I was assured that the insulation would be R-19 and its not. The 10'X10' bay door is a corrugated door which can NOT be sealed and is USELESS as far as keeping the heat in the building. The charge for the bay door was $870 Which will NOT BE REFUNDED NOR IS A REPLACEMENT AVAILABLE. The salesman had SELL on his mind and lied to make the sale giving no consideration to the customers requirements. The charge for the inadequate insulation was $6,440.00. The building now has to be reinsulated and will require a full replacement of the bay door at my ADDITIONAL expense. Not that I mind the additional expense of doing it correctly but it should have been done correctly the first time. I would NOT do business with this company again.

  

  Business response

  07/07/2023

  Our garage doors are considered roll-up garage doors as stated in the documents during the ordering process. Customers are allowed to order their own insulation garage doors, and have their garage door provider install them accordingly. Our insulation is a 2" fiberglass, and works in much of the United states. In very cold climates spray foam is used to seal the structure. If needed spray foam can be used in addition if needed in very cold areas. 

  Customer response

  07/12/2023

  Complaint: ********
  
  I am rejecting this response because: Fiberglass insulation was NOT installed only .25" bubble R-1 was installed. I have pictures to prove it.
  
  
  
  Sincerely,
  
  **** ******

• Initial Complaint

  04/20/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I emailed and ordered a 24 x 40 garage and gave a deposit of a little over 3600. I suffered a massive stroke and found out i will not work again. I emailed bbd with tis info and in orer to get a refund I needed a permot denial which I got because I didnt realize my septiic system was on that side of my house where i wanted the garage, Afte providing the permit denial and i was still denied sying I went past their 90 days , However I did not tried to cancel January 18 2023 and I ordered it Novemeber 18 2022. I have asked for a phone number to call but they will not email me back. I am unable to work due to my stroke and need my deposit back. They said they will keep my money on file if I ever want one. I do not, I had one family member use this company and my brother was also going to get one but now he isnt because of the treatment to me, Wish I had seen all these complaints before i contacted them I would never have used them,

  

  Business response

  05/16/2023

  We are looking into a solution best for both parties. Due to the length of time order was on file this garage was allocated in 2022 orders. Will respond with solutions. 

  Customer response

  05/23/2023

  I received not quite half of my deposit back and they will not respond to further communications. The building was ordered 11/18/22 and I emailed to cancel it in January 2023 well before the 90 day period they allow. Nothing was constructed or engineered when my initial correspondence reached them. There is no reason they had to keep 1900 on my deposit. I did not cost them any money nor did they take a loss in any way. I'm 58 years old and do not have an income. 

• Initial Complaint

  04/19/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased a metal building from them and there is an issue with one of the roll up doors. its self destructing because the rubber seal on the bottom is to short. Also they have installed the pass door upside down, The sales man who sold me the building refuses to help me. He keeps ignoring the problem and won't send someone out to look at the problem. He keeps tryings to shove it off on the folks who erected the building and they don't have a clue on how to fix it. They have made 7 trips out here to try and fix the problem and refuse to replace the door or know how to resolve the problem. They have stood me up 4 times and came out 3 times without any knowledge of what the problem is. They even sent the wrong parts to shut me up. *** was my salesman from Big Buildings Direct and he won't help me I just want this fixed. Thanks for listening ****** *****

  

  Business response

  04/19/2023

  We are looking into the repair and will have a crew to take care of the repair as soon as possible.

• Initial Complaint

  02/03/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On March 25, 2022, I gave Big Building Direct a deposit of $2540.00 for a metal building with the understanding that if Pinal county did not issue me a building permit I would be refunded my money. On March 28, 2022 I paid American Steel ************** an authorized dealer for Big Building Direct, $550 for the building plans for the permit. I received the plans on or about April 2022. In addition to the building drawings, a plot plan needed to be drawn up before I could submit the building plans. The Plot Plan was finalized in late June 2022. I went to file for a building permit in late June and much to my surprise, Pinal County locked my property in early June, preventing me from filing for a permit. I had my lawyer contact Pinal County to get the lock released, but the county refused due to an unrelated law suit I have filed against a neighbor. I explain the lock to the people at Big Buildings Direct and requested my deposit back, but they refused. I want my deposit of $2540.00 returned to me.

  

  Business response

  02/02/2023

  We are trying to work with this customer in order to fulfill the order. In our polices and contracts we include our cancellation policy on the order form that must be signed detailing how it will work before the order is placed. To qualify for a refund of deposit you must have a permit denial signed by your local government official within 90 days of ordering your building. Your deposit is used not only to get your project started but to pay for order processing, building design, renderings, and estimates provided by your building specialist. Due to the amount of time on order, your project would not qualify for a refund of deposit. However, for these situations that do not qualify we do offer a credit on file to be used towards the deposit of a future building purchase so you still have the opportunity of use on the money invested even if the building would be moved to a different property.

• Initial Complaint

  10/29/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I reached out to Big Buildings to secure a building for a project that was hinged on approval from the city planning department for the use intended. We ordered everything on the January 21, 2022 and could not move forward because the detailed site plan (which costs an additional $2500) was to be ordered by them and they stated it would take months to complete. The pdf copies of the drawings were not finished until May 11th and the paper copies mailed out that day to arrive two days later. These were put in the works in January and took FIVE MONTHS TO COMPLETE, which put me out of the timeline to request a refund. Meanwhile, while the clock is ticking and I have no plans to even begin the submittal process with the city, I am now being told I only had 90 days to request cancellation and receive a refund of my deposit in the amount of $13,152.94. I received a denial for the planned use of the building from the city on August 11th after having to wait two months to be placed on the agenda due to the additional information the city had to collect in consideration of approving the project. I submitted a cancellation request with Big Buildings on October 18th after exhausting all avenues with the city for approval on the project. Big Buildings said that since I had not requested a refund within the 30 day timeline, I could only get a credit for a future building. This business is in the practice of prolonging the process to extend the time beyond their contract date so customers cannot receive their refunds and should be prevented from such trickery to defraud customers. Obviously, if I had known how difficult they are, I would have just requested a refund before even trying to wait this process out with the city. I am requesting a refund of my deposit in the amount of $13,152.94 due to the months of time it took for this company to secure the plans needed to start the application with the city and allow them time to conduct their due diligence to consider the project.

  Customer response

  04/13/2023

  I haven't heard from the company and the issue has not been resolved. 

  

  Business response

  04/14/2023

   

  We apologize for the confusion on this order. The initial order was January 18th, 2022. 

  Attached is the cancellation information, and order form. 
  
  It has been stated that the engineered plans took 5 months. We offer 90 days after the plans have been received to be approved a permit, receive a denial, and or provide a refund. The initial order was placed on 01/18/2022. If the plans did take 5 months to be completed, that would put the plans received sometime around June, the cancellation request was not until October 18th, 22. We offer a credit on file as our policy, and are willing to install the building as shown on the contracts. Due to the length of time after receiving the plans to apply for a permit it would still be out of the 90 day policy. 
  
  
  If you need any additional information please let me know. 

  We sent our cancellation forms Oct 18th. Received the response October 24th. 

  Customer response

  09/22/2023

  I received the email below stating I could apply my deposit towards a future building protect. Now, they are telling me the project has to be as much or more than my original project or the full deposit can’t be applied. It’s my funds and I’m tired of being made to patronize this farce of a business! ******, Attached is a copy of your signed order form. On the third page of the order form is our cancellation policy. It clearly states that after 90 days the deposit is nonrefundable. We do not wish for you to lose your entire deposit, and is why we offer the credit on file to be used towards a future building project for circumstances like this. This credit could be used on a completely different design or across multiple projects.

  I have been diagnosed with stage iv breast cancer. This is the last thing I want to be doing is arguing with a business about money that is mine. I have bigger issues to resolve. At this point, I am asking my complaint be updated to reflect that I am asking for a refund as resolution to this complaint.
  

*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. ↩