ComplaintsforBest Buy Metals, LLC

• Initial Complaint

  03/02/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Recently saw a Best Buy Metals TV advertisement where they boasted about the quality of their product. I purchased their Snap Seam Standing Seam 1.75 inch 14 inch wide roofing product. The first panels were rolled off on location on 10 February 2022. The final number of panels were not delivered until 8 April. This was due to the panels being formed incorrectly. During this time My Home had to weather an incomplete open roof. On 10 Feb. the crew ran the first load of panels at my home. The machine was not making a clean cut on the panels, as it was crushing off the ends between panels. This resulted in an number of the panels becoming unusable as they were then short. On 11 Feb. the crew returned to run panels. Unknown at that time, there was now a problem with the width of the panels. It was determined later that the panel widths were varying between to 13 to 14 1/4 inches wide. This variation was not realized until numerous of the panels had been installed. The vented Z closures for the ridge cap are exactly 14 inch wide which would not fit, and panels would not align. These issues, panel width variation and crushed ends, rendered many panels unusable. I informed Best Buy and they agreed to provide me replacement panels. However I was then CHARGED for all replacement panels. There was a 3 month time span Feb-Apr to receive the sufficient panels. They said they were waiting on additional coils that the ones they used were the incorrect width. In April they discovered the problem was simply their machine was out of alignment. During this time my roof was open and subjected to water damage. I asked the company if they thought I was due compensation. They denied any responsibility and blamed the problem on the installer. I will provide photos showing the defective panels.

  Customer response

  03/23/2023

  Thank you for your support in resolving my complaint.  It is no surprise to me that the company has not responded.  You have seen the photos of the defective panels and the resulting problems. Their position is indefensible, thus they choose to ignore the complaint.  In my initial complaint I stated the overview of the problems, but due to the limited number of characters allowed, It was not able to provide a full salient and descriptive narrative.  
  In response to the questions asked of me my answers are as follows.
  No the company has not contacted me in response to my complaint.  
  No I am not satisfied with the company’s response
  Explained:
  For three months my roof was open and subjected to rain and water damage.
  I was charged additionally for all the replacement panels.  
  The ridge cap was incorrectly formed and had to be replaced.
  My roof has panels of varying widths which do not properly align. The panel widths vary from 13 to 14 1/4.  As stated in the initial complaint the width variation was not first realized. As I was being charged for all replacement panels coupled with the increase of installation cost it was not feasible to tear off the panels which were already installed.  
  Each of the four time they returned to run more panels I was also charged for the call out fee. All panels should have been run correctly on10 Feb 2022.  
  So finally after three months with I have a roof with panels of different widths.   Most certainly this will result in diminished value to my home.
  Should it be of any importance, I have the numerous emails and text messages that were exchanged during this ordeal.  
  I don’t believe that the company will honor my complaint. I would ask you however to post my complaint so as to caution others of problems they may encounter when dealing with this company or any of its branches.
  Thank You for your help
  ****** *****

  

  Business response

  03/23/2023

  Good afternoon to all.
  I was out of town this week due to a funeral, my apologies for being a couple days later responding. 
  First and foremost I certainly do not take any frustrations lightly. Our Customers are very important to us. Anytime something does not go as planned it is very important to me as the owner that we take a very close look as to what is needed. 
  I do recall ,and remember this situation. We were thinking back over the details and the conversations I personally had concerning this .
  My manager also was in the loop on this roof. 
  There was a several things that slowed this project down.
  Please allow me to start at the beginning. 
  As a manufacturer of Metal roofing products we do not install the roofs. For this reason the material list is given to us by the contractor doing the installation.
  Their Contractor - turned in the list of product needed along with how many panels and what lengths he wanted.
  After doing so our customer issued payments for the product.
  Original Panel run ORD 0715092 2/10 & 2/11/22.  The first day we began running panels and after a few panels we noticed a slight adjustment needed to be made on the equipment.  We went back to the shop made the adjustments and came back the very next day. We remade the panels from the day before. (This was at no additional cost.)
  After all the panels from the original order was delivered and manufactured there was a choice made by the individual who’s home it is, that they wanted to go with the Snap Z option for venting their Ridge . 
  This Snap Z was not on the original order placed by there contractor. Seeing this was not a stock item we let them know it would have to be ordered and was not a product we had on hand. 
  At this point, unfortunately, from what we heard a portion of there roof exposed to the elements. 
  I very much wish they had ordered the Snap Z venting at on the original purchase ,or at best if there contractor had closed the cap off temporary until it came in. 
  At customer’s decision we ordered Snap Z for vented Ridge which was a change from original order. This prolonged installation of ridge.
  ORD *******  Product arrived on 3/10/2022
  It wasn’t till after there contractor received the vented ridge he proceeded with the roofing job. (Now entire month in) 
  Later on into the project their contractor realized he had mistakenly left off ordering a section of the roof. 
  So they ordered the new list of panels needed ORD *******, Keeping in mind this was Not replacement panels , but rather additional panels needed caused by contractor error. This is the reason they paid for these panels. We ran these off 4/8/22
  Notes:
  This issue with the panels on first run was corrected by, our operator @ Greenville facility and panels were re-run next day with no additional cost to the customer . After panels were run and left onsite, the customer requested the contractor to vent the ridge with snap-z. We ordered the snap z needed for the ridge. However, the product had to be ordered and the roof was delayed due to the customer's decision to change the ridge. Snap z arrived 3/10/22. The contractor waited to start the installation of the roof. We received a call from the contractor stating he left off part of the roof and needed more panels. The additional panels were run onsite 4/8/22. These were additional panels not replacement panels. The roof was left open due to customer ridge changes and contractor issues with the time frame of installation. I believe the contractor utilized a subcontractor to complete this job as well which caused communication issues as well. The panels that were left onsite are the original poor panels as seen in pictures. These were replaced at no additional cost to the customer. The contractor stated at the time he would remove them if he didn't utilize them for shorter areas.  
  Our leader on out team did go out and look at the roof after installation when our customer called in complaint originally. He alerted customers of many installation deficiencies and recommended that he discuss these with his contractor for resolution.
  The three months this roof took was indeed an accurate statement ,however,as noted it wasn’t our company just running a couple panels and then just waiting a month between to do it again. It is quite easy to run an entire panel list for any home in 1 to 2 days. 
  All this being said I don’t take this lightly.
  A home is very important for anyone and all. 
  I am very much saddened this experience went the way it has. 
  Do to the fact we do not do the installation of roofs it was completely out of our hands. However I am more than glad to speak with the owners once again to see if there is something more that can be done. 
  
  
  
  Respectfully,
  Isaac Libbey

• Initial Complaint

  10/04/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I placed an order for metal roofing on 8-19-21 on order number ***********. After I had paid in full, I requested an ESTIMATED date of delivery. I was told that the sales person would contact the manufacturing plant and let me know, after 3 weeks of me asking for an estimated date, and only getting the response "I will do my best to get you that information" I received a phone call on 9/15/21 that they would be delivering on Friday 9/17/21. I had to reschedule time off to be available to accept delivery. When the metal was delivered, everything appeared to be in order, and there was no external damage to the packaging. On 9/21/21 I was able to open the packaging and inspect the metal. 3 panels were damage by what appeared to be a fork lift fork. I contacted the salesman and requested a resolution as soon as possible. I was told they would contact the manufacturer. I eventually requested a refund for the 3 damaged panels and only heard from the salesman today (10/4/21)

  

  Business response

  10/21/2021

  Consumer Response /* (3000, 9, 2021/10/19) */ The company refused to process a refund, but did replace the 3 damaged panels. of the 3 replacement panels, 2 were damaged (scratched). I am sick of dealing with them and placed those panels on the roof. Business Response /* (4000, 11, 2021/10/21) */ After receiving the BBB notice we reached out to the customer. We were unaware of frustrations with the purchasing process. Once we understood the customer's position we contacted them and began to work on a resolution to their problem. As of 10/21/2021 our customer is happy with the resolution plan and we are working hard with our partners to deliver on the agreements made with the customer. Like many other businesses in the manufacturing and building materials industry, our supply chain has been under extreme pressure and many of our partners and suppliers have not been able to keep up with the lead times and demands we are accustomed to. We are working hard to secure a robust supply chain and will continue to focus on keeping all of our customers satisfied and excited about their projects. Consumer Response /* (3000, 19, 2021/11/30) */ I contacted the supplier on multiple occasions to request a resolution. They did not return any of my calls or emails. I reached out to the supplier and was told the only thing they could do would be to send out a small jar of touch up paint. This would not have fixed the physical damage of the product. Best Buy Metals has extremely poor customer service, and is just a distributor for the manufacturer. Buyer beware.

*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. ↩