ComplaintsforFive Star Metal Buildings, LLC

• Initial Complaint

  06/21/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I in May 2023, we worked with Five Star Metal Building (they are somehow connected to Grizzly steel Structures) to design a building. in June, we put a deposit down and were told the building would go into production then. There were several phone calls, and text messages and we were assured that progress was being made and that we were only a couple weeks from having our building ready.. In October 2023 I reached out to the company and told them it had been several months and that we needed something to happen. We were trying to move and needed the building to store our belongings in the move had been delayed. For close to five months. At that point, they told me we would get our building in early November. The Crew came out and erected the building in one day. It was quite impressive and they worked extremely hard and continued working until probably 11 PM at night to finish the job. That day, I brought to their attention that We are eight months true the process of trying to get the door replaced. There have been 4 times that they scheduled to be here to do the work and on three of the occasions they never showed up, never made a phone call to make me aware they werent coming (I had to take days off of work to wait for them because they do not give you a time. They just tell you they will be very particular day. So, I lost wages for three days waiting on them to not show up.). Fourth time, third week of June 2024, eight months after they promised to replace the door, they showed up with a wooden residential door that would not work in our buildings because our build is a metal structure with metal framing.The following day, I get a call from their manager, ******************* and he told me that they were not going to do the door and then I need to figure out another way to do the door myself.It was obviously the process they never had intentions of standing behind their work and doing the door as promised.

  Customer response

  07/01/2024

  I have not heard from the business in response to my complaint.

  
  

  

  Business response

  07/11/2024

  All walk in doors that Five Star Metal Buildings offer are a right swing door. The reason why Five Star Metal Buildings could not go out to install the door that the customer was requesting after the building was installed; and as a courtesy to his satisfaction, was due to a shipping delay. We special ordered a door to swing out left to satisfy our customer's request. Shipping was delayed so far out that the crew decided to take a different door, that in fact did swing out left. Once the crew arrived they realized the customer had spray foamed insulation inside the building at to which point voids any warranty.  One of our managers explained to the customer that because he has sprayed foamed the entire unit, it is now outside of warranty, and we would not be able to switch out his walk-in door without causing damage to the building. The actual work to take place is fairly laborious due to the insulation. It was explained that the unit was out warranty, and the walk-in door switch was no longer an option. 

• Initial Complaint

  06/04/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We purchased a shed from ************* earlier this year and was provided blue prints. We used those blue prints to get building permit. On numerous occasions, we were told that they build to the blue prints. After the building went up we were inspected and building was NOT built to blue prints and therefore we failed our inspection. I then called 5 STAR Building and spoke to the manager, let him know of our dilemma. He stated he could provide a letter why they do not need to have the extra support and screws per the blue prints. We told him over and over again that letter would not be enough for our county since we are in a high wind zone and they stated previously that they build to the blue print. Then we stated they needed to come back and fix the situation. Manager eventually hung up on me. I wrote a follow up letter explaining our need for them to come back and to let them know that there was at least one of their crew drinking on the job when they came to build the building. This email has never been responded to. My husband is now fixing the issues so we can get a pass and get electric into the building. My husband is a disabled Veteran that works several jobs, this is causing him stress and neck/back pain. We purchased a service that this company did not complete. I would not recommend this company to my worst enemy. The business employs liars and does half a** work and when called out on it they hang up and dont respond.

  

  Business response

  08/22/2024

  Thank you for choosing Five Star Metal Buildings and for taking the time to share your experience. We value all feedback as it helps us continually improve our services.
  
  We understand the frustration that comes with unexpected challenges during a building project, especially when it impacts something as crucial as passing an inspection. We want to clarify that our team works closely with certified engineers to ensure that every structure we build adheres to the highest standards and complies with safety regulations.
  
  Regarding your project, our intention was to provide the necessary engineering statement and details that would have satisfied the inspection requirements, as we do for other customers. We believe this approach would have resolved the situation without the need for additional work on your part. We respect that you and your husband took matters into your own hands, but please understand that the engineering guidelines we follow are designed to meet local building codes and high wind zone requirements effectively.
  
  We apologize if our communication with you fell short of your expectations, and we regret any stress this has caused. Our goal is always to provide a positive experience, and we are committed to addressing any concerns promptly and professionally.
  
  If you would like to discuss this further or need additional assistance, please feel free to reach out. We are here to help.
  
  Thank you once again for your business and for your understanding.

  Five Star Metal Buildings

• Initial Complaint

  03/22/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Walk through door is installed on top of the frame. This makes you have to step over the frame rail anytime you go in or out the door. I brought this to their attention and asked why it wasn't installed on ground level(on concrete slab). They report that's how they do it and I should have known this. I've never seen any type of doorway where you have to step over a 3" rail to go in/out. Their only solution was to charge more and continue to say this was my fault. The "general manager" was not understanding nor willing to listen to my complaint, he only wanted more money and to place blame on me. I never requested any specific door, which is what they claim, I didn't choose the correct door for it to be flush with slab. No options of ground flush or over the rail was given. I suggested they call the dealer that sold the building to get it figured out and he refused saying they had nothing to do with it. Now I have a door that a friend, family member, or myself is going to get hurt when we trip over it and they can't agree to fix it unless they charge me more and say they can't guarantee that they would bring the same color siding.

  

  Business response

  03/26/2024

  ******************************* (** 29440)
  **********************

  March 26, 2024

  Dear *****************,

  Thank you for taking the time to share your feedback regarding the installation of the walk-through door for your metal building. We sincerely appreciate your business and the opportunity to hear about your experience. Your feedback is crucial in helping us improve and ensure satisfaction among all our customers.

  We understand your concerns about the walk-through door being installed on top of the frame, requiring a step over the frame rail. We aim to offer affordable, high-quality solutions, and the standard installation method for our generic walk-in doors is designed with this in mind. This approach allows us to provide a more cost-effective option, as the alternative installation that is flush with the ground level requires additional materials, such as headers and more steel, along with increased labor. We realize that the person you purchased the building from might not have offered you an upgraded option at the time of purchase, and for that, we apologize.

  In light of your feedback, we are taking steps to ensure our authorized dealers provide comprehensive details about all the features and options available for our products. Its important to us that our customers make informed decisions that best suit their needs.

  Thank you once again for bringing this matter to our attention. Your satisfaction is our top priority, and we are here to support you in any way we can. If there is anything more we can do to assist you such as making a return trip to modify your installation to how youd prefer it to be, at an additional cost, please do not hesitate to contact us.

  Sincerely,
  

  ***********************
  President

   

• Initial Complaint

  02/23/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  We had a bad installation experience. In addition, they refuse to refund our overpayment and stopped answering emails and its been 7 weeks. I want a refund on my overpayment.

  

  Business response

  02/26/2024

  Five Star Metal Buildings Never refused to issue the refund. We explained to ******************* that refunds take 30 days to be issued. The refund request was submitted shortly after we received the payment. Refund check was issued 02/23/2024 check # ******. 

  Customer response

  03/02/2024

   I am rejecting this response because: over a month they said the refund would be sent, which they did not send. Now, they said it was sent on the 23rd and the check still has not arrived.
  
  
  

  

  Business response

  03/06/2024

  We can confirm the check for $70.00 was cut/mailed 02/23 and the check has not been cashed. We kindly ask for your patience for the US Mail to delver your refund check. Thank you!

  Customer response

  03/13/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, received the check, and I accept it.

• Initial Complaint

  08/29/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I signed a contract with Five Start Metal Buildings for a Garage with a Lean-to on one side. They delivered and put the building up after I had the site ready. The building framing failed the County's Building inspection on June 1, 2023. I reported it to my sales rep, Joseph the same day and sent him the failed inspection report and pictures. He said he would take care of it and they would get a crew back out to fix since it failed inspection due to something they missed. As of today, they have still not scheduled to come back out to fix the failed inspection problem. Its been almost 3 months since I reported it to them. Its holding up my finishing my garage and I just want it fixed so it will pass inspection. I have attached a word doc with more detail and dates of the exchanges we have had in me trying to resolve the issue.

  

  Business response

  08/29/2023

  Our installers was out 08/29/2023 repairing building. It is our understanding that the job is complete. 

  Customer response

  08/29/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and I accept it.

  One of their crew Forman's called me at 12:21pm today.

  His crew showed up around 12:51pm.

  They added the top angle clip's and left at 2:50pm.

  Regards,

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

• Initial Complaint

  08/16/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Insulation installed wrong per the manufacturer of the Insulation. The building workmanship is still under warranty and they refuse to install it correctly with a 1 inch space between the metal and insulation. My contract also reads FULLY INSULATED. I can provide contract and ***** ***** installation guide.

  

  Business response

  08/21/2023

  Good afternoon,

  Allow me to explain the method employed by the building manufacturer for the installation of insulation on our structures. The process is as follows:

  1) Erection of Framing: Our construction procedure commences with the erection of the framing structure, a foundational step that forms the structural backbone of the building.
  
  2) Insulation Envelopment: Subsequent to framing, the insulation is judiciously enveloped over the framing framework. This process ensures a snug and secure fit, strategically averting the potential for insulation displacement over the passage of time.
  
  3) Sheet Metal Integration: In the final phase, sheet metal is integrated over the insulation layer. This composite arrangement enhanced structural integrity, while concurrently offering a seamless and aesthetically appealing finish.
  By tightly enveloping the insulation layer within the frame and subsequently fortifying it with sheet metal, we mitigate the likelihood of insulation settling or loosening over the course of usage. This approach is central to our commitment to combatting condensation concerns effectively.
  
  It is noteworthy that our adherence to this insulation installation protocol has been validated through the successful completion of numerous projects.
  
  Regarding the specifics, I would like to underscore that our contractual commitment extends to delivering a "FULLY INSULATED" structure, and this commitment was fulfilled by utilizing ***** ***** Insulation on the roof, sides, and ends of the structure.
  Moreover, please be apprised that while ******* ***** ********** is committed to upholding the highest standards of quality and customer satisfaction, we do not personally engage in the manufacturing or erection aspects of the building. We liaise with our network of reputable manufacturers who oversee these operations, thereby ensuring that our clients receive structures of the highest standard.
  

  Best regards,
  

  ******* ***** ********** Management

  Customer response

  08/23/2023

   I am rejecting this response because: I was promised R 17 by Carlos when I bought this insulation. I was also reassured by the manager that this insulation would work with a heat pump...and it will if installed properly per manufacturer guidelines which can easily be found on the ***** ***** website. I have talked to two Engineers at ***** ***** who both state it is installed incorrectly. Erik at five star has been HORRIBLE to work with. I am currently awaiting a call from the owner of 5 star buildings. 
  
  
  

  

  Business response

  08/23/2023

  Good morning, 
  Correct, we are not the manufacturer/installer as we are just a dealer. 
  
  The below is the manufacturer's information:
  
  Five Star Metal Buildings, LLC
  ** *** **** ****** ** *****
  

  

  Business response

  08/28/2023

  The supplier that provides us with the ***** ****** insulation has particular recommendations on how to install their product. These recommendations are usually assuming that the construction building will be used as risk category 2 or will have prolonged human occupancy, these recommendations allow for easier effective heating and cooling. For all intended purposes your unit was sold, bought and paid as a storage unit risk category 1 (storage category ONLY). The way we install this particular item on these buildings is assuming only items will be stored and no actual heating and cooling will take place as we do not sell climate-controlled units. While the manufacture may have Particular guidelines the contract was between Five Star Metal Buildings & ****** ***** in our particular field the way the item was installed is completely normal. If the customer would have purchased a risk category 2 building other precautions would have been taken. On date our crew was on site August 21,2023 and Mrs. ***** refused to let the crew add additional tape which would help with climate control issue. 

  Customer response

  08/28/2023

   I am rejecting this response because:
  
  When I purchased this building they knew it was going to have heat and air installed. I discussed it at length with Carlos and the manager at *******. This is just another excuse Five Star is throwing out there to avoid fixing the issues. I am currently waiting on a phone call from the owner because Erik is completely useless in trying to resolve these issues.

  

  Business response

  08/29/2023

  The order was not upgraded to Human occupancy nor was it specified on the order.  Once again our buildings are constructed for storage purposes unless otherwise specified and the order is upgraded to human occupancy. We tried to repair the building and the customer refuse to let the installers do anything. Unfortunately Five Star Metal Buildings is not able to do what the customer is asking, We apologize for any inconvenience this may cause. 

  Customer response

  08/30/2023

   I am rejecting this response because: ******* knew there was to be air conditioning in this building. They blame 5 star and 5 Star blames *******. The only person who is getting screwed over is me. I will be seeking legal action. I have spoken with ***** ***** and the insulation is installed wrong. Taping the seems in the roof isn't going to fix anything per 2 ***** ***** engineers!
  
  
  

• Initial Complaint

  03/02/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  We ordered 2 buildings at the same time. After finally getting them installed 1 building leaked terribly. I also told them that vertices siding has to have a drip edge or rat guard to keep critters out. They said that wasn't their problem. They sent someone out to caulk but building still leaks. Now they are refusing to fix their poor quality of product and install.

  

  Business response

  03/20/2023

  We've explained to the customer that our buildings do not come with rat guards or Z Trim. 

• Initial Complaint

  02/27/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  New building installed first week of Feb,2023. One of 2 doors was hard to open/close before builders left, they could not fix it and advised me to call and tell office I have a bad door. I called immediately and office advised they would get me scheduled and be in touch. Next day the other door jumped track and is now stuck open and will not close. I immediately called back and advised this was now a crisis. I had building full of tools and equipment and had to relocate everything since doors cannot be closed and locked. I was told a crew would be here last Monday 02/20 I took day off from work as I was scheduled to attend a continuing Ed class in Asheville. No one showed up and I also did not receive a call from Anyone. I called in on Tuesday and was told they were running behind and would be here Wednesday. Again no one came and no call. I called in yet again and was told end of the week before they could get here. I called in on Friday morning, spoke to Suzie and she was calling to find out why they didn't get here and was to call me back. Once again I received no phone call, I called in at 4:55pm, spoke to Cynthia and was told that Suzie had left the office and thats why I didn't get a call back. She advised my doors would be fixed today and it is now 5:37pm and once again I have not received as much as a phone call. I feel betrayed and as if I have wasted my money with a company that has no integrity and does not service what they sell! I am now renting a storage building to store my new tool boxes and tools that were delivered the day they completed my building. My electrician does not wish to even complete the wiring until his tools and equipment can be secured inside the building.

  Customer response

  03/13/2023

  The business did make initial contact and sent a repair guy to inspect my building but he determined 

   it was not a door issue but instead the entire building was out of square and it was more serious issue. They were to stay in touch and send someone to fix the building and have not made contact since then

  

  Business response

  03/20/2023

  Issues have been resolved. 

• Initial Complaint

  02/27/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  i cancelled a rv carport from this company and at that time i was informed that i had to pay for the building permit which i agreed to pay, i inform them that i wanted proof that they did in fact apply for the permit and to have them send me a copy of the permit. i have not received the cancelled permit yet. i would like to either receive the permit or refund my money

  Customer response

  03/10/2023

  I have not heard from the business in response to my complaint.

  
  

  

  Business response

  03/20/2023

  Thank you! Your payment has been received and processed.
  A confirmation email has been sent to ********************************
  Transaction ID:
  ************
  Fee Type:
  Permit Application Fees
  Application Number:
  ***************

  Date:
  01/03/2023
  Amount:
  $121.00

  
  

  Customer response

  03/20/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and I accept it.

• Initial Complaint

  12/15/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Issues with installation. Insulation is not installed as per manufacture. Roll up door brackets installed crooked using only 2 sheet metal screws per bracket, roll up doors sticking, binding, roll up doors scratched and dinged. Entry door installed out of plumb hard to open and close. I had these issues right after installation. They are suppose to warranty there work and product. They're trying to say it is due to poor ground prep. Level of ground was checked with laser prior to install, day after install and again today. It hasn't moved. Installers said ground waa so hard they had trouble getting anchors in the ground, bending the rebar etc. We paid nearly 30k for this building to be done right. They need to fix or refund for me to pay someone else to repair what should have been installed correctly in the first place

  

  Business response

  01/10/2023

  We/ve explained to Mr.. **** that all of these issues can be explained due to the natural settling of your building due to the fact it was installed on a loose ground foundation and after 4 weeks of installation a concrete foundation has yet to be poured like you stated it would. Our warranty stands behind this building, but natural settling of the unit is something we cannot predict nor warranty. All of the issues mentioned were not present 4 weeks ago when the building was installed, Again all of these issues can be explained due to the settling of your ground. The settling can be explained due to improper compacting of the ground, poor drainage or overall poor ground preparation/planning.

*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. ↩