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Complaint Details
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Initial Complaint
03/02/2022
- Complaint Type:
- Product Issues
- Status:
- Resolved
We put a down payment, $760, on a garage on March 18,2021. Through many phone calls we were finally told our garage was coming in August 2021. Well, by the end of September, my husband called again to see what was going on. They said they didn’t know when our garage would be done! That made no sense since we were told it was coming in August! So we waited until February 28, that is when my husband called and left a message to cancel our order! They almost immediately calmed back to say it was cancelled but told him to call someone else to see about getting our $760 deposit back! Well that person couldn’t answer us either and still has not called my husband back! I have left 2 different emails and no response! We want our $760 deposit back ASAP! This whole thing has gone on too long with no one updating us on what’s going on! If they can cancel it so quick, then why can’t we get our money back! We just want our $760 that they owe us for a down payment!
Business response
03/07/2022
I apologize for the inconvenience the Refund was issued. Thank YouCustomer response
03/08/2022
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and I accept it. If it isn’t deposited then you will hear from me again! Thanks!Initial Complaint
02/26/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I have door that is the wrong door and the door they installed leaks. It is also installed wrong. I have floor damage due them not responding.Business response
02/28/2022
Building was installed September 2021, Mr. ********* signed off on the final invoice after the installation had taken place and never mentioned any of these issues even though we spoke to him on numerous occasions. We were notified by the dealer about these issues the end of 2021. We are working diligently to get him on schedule but due to the weather our schedule is behind. As soon as we can confirm a date we will reach out to Mr. *********.Customer response
02/28/2022
There has been no mention of putting me on a schedule. Their dealer was notified about the leaks a few days after installation. Pictures were sent to a dealer employee named Carlos. The first complaint included both doors and when I got no response I repaired the large door. I cannot wait for another 6 months to get my door replaced and repaired. I have a company that will repair and replace the door for $500. A check from them and I will get it repaired in a timely manner.Business response
02/28/2022
I have attached a copy of the signed invoice, Mr. ********* ONLY made note of the missing windows which we sent him a refund for because he paid for them but were not installed. We never received pictures, nor were we made aware of the issues until late 2021. Mr. ********* has not received a call to schedule this repair simply because the appointment has not been set. We are not able to offer any reimbursement. Thank You.Customer response
02/28/2022
This issue has nothing to do with my signature on the installation ticket. Hard to identify a leak on installation day unless they install in the rain.
You admit that you were notified in December that I had a problem. So we are coming up on 3 months with no action and as of last Friday you were recommending caulk. Any person in construction knows you do not install an outside door on the inside of a building.
If it was your house leaking everything it rains what would you be doing.Initial Complaint
02/23/2022
- Complaint Type:
- Delivery Issues
- Status:
- Answered
Placed an order and paid a deposit of $956.25 on APRIL 20, 2021. We have contacted Five Star Metal Buildings on numerous occasions, nearly once a month, since the initial 12-week installation date passed, only to be told “looking at the end of this month” every time. The most recent contact being between my husband and a “manager” on Friday, February 11. It was during this call that my husband was assured that we would be receiving a call “within a couple weeks” to schedule delivery. As of today, February 23, we have yet to receive any communication from Five Star Metal Buildings. I feel as if we have been MORE than patient and tolerant of the excuses such as COVID, supply chain, weather, etc. At this point, we’ve pretty much accepted that we will never get out building. If we can’t have our building before April, we just want our money back and to warn others to NOT EVER EVEN THINK ABOUT PURCHASING FROM THIS COMPANY.Business response
02/24/2022
We are working diligently to get this building on schedule. However due to the weather we are unable to schedule it at this time. We are monitoring the weather closely and hope to get it on schedule as soon as possible.Initial Complaint
02/07/2022
- Complaint Type:
- Delivery Issues
- Status:
- Resolved
I ordered a metal building from one of 5 Star’s Building order taking company's: **** ******** ************* ***** in Ashtabula Ohio on 6/18/2021. I was given an approximate of how long the factory had been taking!! which at that time I was told by **** ******** ******* 9 to 10 weeks. I put down my down payment. I then called Five star the following Monday 6/21 and was told 11 Weeks due to supply shortages and covid which at that time was still acceptable- It will now be 35 weeks. I have called 5 star at least every three weeks since purchase and was told each time maybe next month and they would call me a week out. all this up until the snow when I was told sometime in Spring. I have worked with the BBB here and the Attorney General here in Ohio in attempt to work with your representative here " **** ******** *******/***** *****" since he is the one with my money. trying to get my money back and get another company to install so I wouldn't have had to pay for storage of my Equipment over the winter. I have gotten nowhere with him, and he keeps shifting the responsibility to you. I cannot afford to lose the down payment and just cancel but, now with the amount of time that has passed I am wondering if i will ever get the building? Someone has to take responsibility- If you can't get my deposit back so I can go somewhere else then I would like a 'written" guarantee with an install date. I bought A Building with the understanding I would have it here and installed within a reasonable amount of time and that was what lead me to move forward with the purchase,Business response
02/28/2022
Customer is on schedule to have building installed March 2,2022Customer response
03/06/2022
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and I accept it. They installed on 3-4-2022. As long as I receive the refund of my (4) Mha anchors per 5-starrepresentative, which they stated they sent a check out on 3-4-22(hoping it arrives Monday 3-7-22) I am satisfied.Initial Complaint
01/24/2022
- Complaint Type:
- Delivery Issues
- Status:
- Answered
I ordered a metal building 30x50 date: 3/24/21. from *** ******** at ***** ***** *** ******** ********* **** for 17,981.00 and gave a deposit of 2,528.00. the company was 5 star metal buildings. Every time I call they never have answers or updates on my building. was told 4-6 weeks when i orderd building. I just called 5 star metal buildings this morning and still no answers.Business response
02/16/2022
Building was installed the week of February 7,2022Initial Complaint
12/07/2021
- Complaint Type:
- Delivery Issues
- Status:
- Answered
We ordered a 30x50 metal outbuilding on June 19, 2021 from one of 5 Star’s Building order resources, “Free Delivery Garages” in Ohio. We were required to put down a deposit of $3000 and were told the delivery and installation would not take place for 12 weeks. We were aware of the metal supply shortages going on. 26 weeks later and we are still without any time frame or any information as to whether our building will even be installed in 2021. We have called monthly asking for updates and have been told they have no idea when our building will be ready for delivery. How is that even possible? How does a company not know the timeline of their product? Now, we can’t even get a response to our email about whether our building will be installed before next year. We are certain that we will be told they cannot deliver and/or build during the winter months. We thought we were saving money on this purchase, however, that could not be further from the truth. We have paid thousands of dollars more to keep our equipment in storage. If we walk away, we will lose another $3k in deposit and almost a year of wait time. This company needs to be investigated at a federal level.Business response
12/29/2021
We are hoping to get this building installed within the next couple of weeks “weather permitting”Initial Complaint
11/09/2021
- Complaint Type:
- Delivery Issues
- Status:
- Answered
We ordered and put a deposit down on a garage building in April 2021 and were told it would take 6-9 weeks for delivery. We have not received garage building; every time we call and inquire about a time frame, we are told it will arrive at end of month (August, September, October 2021) and it never arrives. They refuse to tell us how long the wait is or when a projection of delivery will be.Business response
11/10/2021
We are currently running extremely behind due to multiple variables out of our control. These variables include a national steel shortage, raw materials not coming in on time, and bad weather that prevents us from being able to send out our installers. Our turn around time for installation of buildings has significantly increased because of this. We try to keep our customers as updated as possible and even explain our scheduling process in detail in hopes to reach understanding that were are working as hard as possible to get them on schedule and get their buildings installed. We schedule weekly do to constant changing factors such as weather, number of installation crews and unplanned delays on previous buildings that are out of our installers control. Since we schedule weekly we are sure to explain to customers that we are unable to confirm a set date until 1 week prior to installation. We do attempt to give them updates as to when it may be installed or tell them a possible date of when we could be in the area but always remind them that those dates are tentative and are subject to change which is why we can't confirm a date until one week prior to installation.Initial Complaint
11/03/2021
- Complaint Type:
- Delivery Issues
- Status:
- Resolved
On 6/15/21 I purchased a carport from an authorized dealer of Five Star Metal Buildings. I was told by the dealer That the building would be delivered and installed within 12 weeks. In addition to this verbal statement about the delivery, line 10 of the contract states, “Five Star Metal Buildings will make a good faith effort to deliver and install the unit within 60 days after seller’s acceptance of this contract”. As of today, it has been 20 weeks and the woman who answers the phone states, “they are hoping to have it installed before the end of the year”. I have paid for site prep and paid for a non-refundable deposit. I am out this money and the only response we continuously receive is that they have no idea when they will install my carport. There is no reasonable timeframe provided by this company.Business response
11/24/2021
Customer was installed on 11/23/21Customer response
11/25/2021
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and I accept it.Initial Complaint
10/26/2021
- Complaint Type:
- Delivery Issues
- Status:
- Answered
Order a 21x21 metal garage in May 2021. Was told it would be built in 8-12 weeks. Called at the 12 weeks mark to see when my garage would be built. They said they didn’t know. Have continued to call and was told sometime in November. Received a call a few days later and was told I was given the wrong information and they don’t know when my garage will be built. The girls who answers the phone is straight up rude and not helpful. I’m out $1000 deposit and no garage.Business response
10/27/2021
unfortunately we are running extremely behind, we are working diligently to get Mrs. ******'s building out. We are hoping to get her building installed sometime in November (weather permitting)Initial Complaint
10/20/2021
- Complaint Type:
- Delivery Issues
- Status:
- Answered
I ordered my building in March and have received false dates, excuses , blatant lies. Every time you call the scheduler , it is a new lie. Once was told it was on the truck with three other orders and would be about two more weeks because they have two trucks down and not enough installers. Just called 1st week of October because I was told it would be 1st week of October. Now told November and the scheduler let slip they don't do my area until Spring. They will give you the run around. They even tried to lie and state that they called me once and I told them my area was not ready to build a garage. I instructed the scheduler my pad was done 2 weeks after I ordered in March. Just lie ,after lie , after lie. If I cancel , I will lose my $800 deposit and Five Star shrugs this off by saying that is between you and them. I have 3 others places that will build one in 2 weeks. 7 months now and no garage! Contact your authorized seller and relinquish me from this nightmare and get my depositBusiness response
11/10/2021
We are currently running extremely behind due to multiple variables out of our control. These variables include a national steel shortage, raw materials not coming in on time, and bad weather that prevents us from being able to send out our installers to certain areas. Our turn around time for installation of buildings has significantly increased because of this. We try to keep our customers as updated as possible and even explain our scheduling process in detail in hopes to reach understanding that were are working as hard as possible to get them on schedule and get their buildings installed. We schedule weekly do to constant changing factors such as weather, number of installation crews and unplanned delays on previous buildings that are out of our installers control. Since we schedule weekly we are sure to explain to customers that we are unable to confirm a set date until 1 week prior to installation. We do attempt to give them updates as to when it may be installed or tell them a possible date of when we could be in the area but always remind them that those dates are tentative and are subject to change which is why we can't confirm a date until one week prior to installation. We understand the frustration due to extended delays on installation and try to be as transparent as possible when explaining our delays and how far behind we are running. As far as the deposit unfortunately the order was placed through a third party dealer which has their own refund policy that Five Star Metal Buildings has no say in, and can't refund a deposit where no money was received.
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24 total complaints in the last 3 years.
5 complaints closed in the last 12 months.