Complaints

• Initial Complaint

  11/13/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  BUYER BEWARE! My wife and I put a deposit of around $4000 down with Big Buildings Direct to have a workshop built in our backyard. After speaking with our township, we did not meet impervious coverage requirements to have the workshop built on our lot. We sent Big Buildings Direct a cancellation request, sent them our denied government permits as they required, and we were within the 90 days cancellation window and they fell SILENT. Zero communication since then, because they feel entitled to our money when no resources were allocated to this project, no project date set or reserved, and we received NOTHING from them. Our Rep **** ********* told us on the phone it was easy to cancel and we'd get a full refund if for any reason we couldn't move forward. Of course they only care about the sale and not helping their customers. As business owners ourselves, ********************'s actions are shameful and negligent of their civil duties.

  

  Business response

  11/13/2024

  In August of **************************************************************** which they were helped with design, planning, and orientation of their structure to fit their needs best. They were then provided 3d renders, information on installation, signed contracts and manufacturing contact information to move forward with their metal building process. Customer in October stated that they were going to get store front instead of using our metal building on our cancellation contract and were requesting to use their building deposit as a "credit on file". The reason for cancellation did not comply with our cancellation policy. They have received a credit on file as requested and are able to use their credit towards their future purchase. We have attached the communication. 

   

  Customer response

  11/14/2024

  Complaint: 22549698
  
  I have reviewed the business' response and am rejecting it because:
  

  We believe you're in breach of contract and have submitted a civil complaint with our local district court.
  
  
  Sincerely,
  
  **** ******

  Customer response

  11/14/2024

  Big Buildings Direct is not acknowledging the denied government permits we sent them which, according to their own contract we signed on August 29th 2024, allows us a refund of our deposit. We are also within the 90-day cancellation period also stated in the contract signed on August 29th 2024. Big Buildings Direct are in breach of contract, and we've submitted a civil complaint against them to our local district court. They will have to defend themselves in court or have a judgement passed on them by default.

  Customer response

  11/22/2024

  Big Buildings Direct received a court summons from our filed civil complaint to bring them to small claims court. After that, they refunded us the money they owed us. Now we have our refund back and this dispute is settled. thanks

• Initial Complaint

  11/03/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Connected with *** ******* from Big Buildings Direct on 10/24/24 and received a quote for a 20'x25' metal shed. During the process he failed to mention to me that NJ requires a site specific engineering drawing for the permit application process and that this would require additional fees ($970) and have a lead time of 1-3wks. All he mentioned was that after I paid my deposit ($1,806.16), I would receive some documents to sign and the drawings would be ordered and delivered within 2-3 business days. After 5 business days I made enquires on the status of the drawings and was informed by *** to connect directly with the manufacturer to get a status update. This honestly was not what I expected after making a large deposit. Per ***** suggestion, I connected with the manufacturer on 10/31 and was informed of the additional fees and lead times, which were not conducive for my needs. I reached out to *** ******* afterwards (10/31), voiced out my displeasure and requested a refund. *** promised to initiate the refund in the morning of 11/1, and has since ghosted my calls and e-mail. All I NEED is a refund of my deposit ($1,806.16) so that I can move on to a different vendor. I'm on a tight timeline and would like to have my shed installed before the dead of winter.

  

  Business response

  11/13/2024

  We have resolved this matter. 

  Customer response

  11/14/2024

  Better Business Bureau:
  
  I have reviewed the business' response regarding complaint ID ******** and am satisfied with this resolution. 
   
  Sincerely,
  
  **** Onwuji

• Initial Complaint

  11/02/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We placed the order with the understanding that at any time we could cancel. We attempted to get the building permit after placing the order as ******* ****** of Big Buildings Direct told us this is the way it was done. He stated that if we couldn't get permitting, they would refund us on the money. We were unable to obtain the permit and reached out. they said no problem, file out this form and we are good. we filled out the form and heard nothing for a couple weeks. when we reached out they stated it was to late for a refund but we could get credit towards another building. We requested a couple basic carports in the attempt to get our money back. They said that our deposit could only be used as a deposit and that we would have to pay the difference on the carports and that the rest of our deposit would be held for future projects. I ask them how many building they think a person is going to build and they said that wasn't their problem. The original order was placed mid August. It is now November and we have yet to see a building or our money back.

  

  Business response

  11/13/2024

  Cancellations at anytime? We provide 3d renders, order planning information and concrete foundation information in order to allow for a successful building install. Cancelling at anytime would be impossible for success of your building project. Big Buildings Direct has a cancellation policy of 72 hours stated on our website. We also allow for customers 90 days to get a permit approval or denial. A signed permit denial within 90 days will be allowed a full refund. We allow for a credit on file for future purchases up to 2 years. 

   

   

• Initial Complaint

  10/12/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  In January of 2023 I contacted Big Buildings Direct about a 18x40 metal garage.I spoke with ******* and he was very helpful in picking out a ********* problem with him but the problem is this.I put a $2,648.60 deposit on it cause he stated they were having a sale at that moment and I would miss ****** we put the deposit down.We it turned out our property was valued less then what we needed ,so we had to take the garage out of the *********** I contacted this company several times and they said theres nothing they can do except hold on to the deposit for ten years I think , and I could when Im ready use it for another building.Unfortunately I dont think that will happen cause its just not in the budget for the foreseeable future.I think it would be in this companys best interest at least as a ********* service standpoint to refund my deposit since in all reality it was not my fault.Basically we just want the deposit back and at some point I may consider this company again.Thank you for your time in this matter.

  

  Business response

  11/01/2024

  We are able to get the customer out of his remaining balance that he contractually agreed to, and he is allowed to use the down payment towards a future purchase of his building. Our company allows for a 90 day refund with a permit denial, as well as other options to help customers install their metal building. 

• Initial Complaint

  08/26/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I'm looking for a full refund...from big buildings. The original date was May 31st 2024. Plus the revision for a carport instead of a full garage is attached....they will not give me the carport using my down-payment on the garage....Congratulations **** ***** Thank you for taking the first step on your new building. You are now 1 step closer to having your custom designed building delivered and ************ track your order smoothly, please keep your order number in a safe place.Order number -? ***** We understand and respect that your time is important. Whether your purchase decision took hours, days, or weeks, it was up to you to shop until you were ready. Our goal is for you to have the highest quality building at the most affordable price.What you can expect next.Within 24 hours you will receive an E-contract with all the contact and delivery information you have provided to us. Please make sure to comb through the E-contract and make sure that everything is accurate. After verifying, you will be required to sign the contract and initial in the appropriately marked spaces.While this is happening, we will be drafting a deposit to secure your building as well. If there are any discrepancies on the payment we will be reaching out to you.Once youve got your E-contract signed, it will be sent for review with our processing team and then sent to the manufacturer.Thank you again ______________________Jeff ***** ***** ______________________BIG BUILDINGS DIRECT ********************* Text: ************ Email: ************************************** **************************************** Click Here For Our Concrete Notch video Click Here For Our Permitting Video DRAWINGS-AC#*****

  

  Business response

  08/27/2024

  We are working on a solution for this customer in order to use partial down payment towards purchase of a carport. Big Buildings allows customers 90 days if they are denied a permit with a full refund if they are not able to put their metal building up. We are working with **** now for revisions to his order and are still able to install this building in the time being. 

  Customer response

  08/27/2024

  Complaint: 22198389
  
  I have reviewed the business' response and am rejecting it because:

  My name isn't ****..and no body has contacted me....at all...my down payment is a credit for future use... the future has now become the present  id like to use at this time my full credit to go towards the carport which is 3987.88.

  
  Sincerely,
  
  ******* *****

  Customer response

  12/10/2024

  12/10/2024: I have received my refund and is very please with the outcome of this complaint. No further action is need and I would like to close this complaint. 

  

  Business response

  12/10/2024

  12/10/24 JM: I spoke with **** and he has confirmed that he has refunded the customer and this complaint should be close at this time. ****, has verified with the customer and they're very happy and please. 

   

• Initial Complaint

  04/22/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  In August of 2023 I placed a deposit of $6553.39 on a metal building with Big Building's Direct in *************. Because of land constraints I needed to get a different, smaller building and changed the building size and design. The new building was less expensive and out of my original deposit $4506.84 was applied towards my new building. When I inquired about my remaining deposit balance of $2046.55 I was told that it could not be refunded or applied towards the new building. I would like my full deposit of $6553.39 applied towards my purchase. Big Building's Direct has not provided any services to me and I don't understand why I am not able to use my full deposit.Can you help me with this problem ?

  

  Business response

  07/22/2024

  We have helped this customer and have taken care of his needs on this order. Thank you 

• 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. 

*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. ↩