Complaints

• 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.
  

• Initial Complaint

  07/20/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  We were in the process of ordering a building and paid a deposit to hold it until we could decide. We NEVER signed the contract and filled out the cancelation/refund form on June 15th. We were told the refund would process in 2 weeks. It's July 20th and we've called multiple times and emailed- we have email proof! Still NO REFUND. I will also NEVER USE THEM for when we decide to add a building to our land. This process has been absolutely ridiculous and I no longer have any faith or TRUST in this company whatsoever! I want my money back!

  

  Business response

  08/04/2022

  A refund has been issued and shown for this customer. They did not sign contracts and the refund was issued. It did take longer due to credit card refund. Thank you

• Initial Complaint

  07/08/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I contracted with BBD in May 2021 - it took 4-6 months to get specific plans sent and then once forwarded to local building inspector were rejected stating not enough information. I even had 2 frost wall concrete men interested in the job and could not get enough information on what they’re requirements were. I made numerous calls to get this information with no prevail. I have just cancelled my contract with BBD last month and they stated I will not be refunded my $6000.00 deposit. I did everything, made numerous calls, entertained prospects which were highly interested in doing the concrete and staying in contact with my local building inspector and was unable to complete this on having insufficient specifications provided by BBD. Please help

  

  Business response

  08/04/2022

  We sent concrete specs, as well as the generic engineered drawings to the customer in order to get her concrete poured correctly. We have thousands of customers pour their concrete to the specs of their buildings in order to have a successful foundation for their building installed. In this case, our client was requiring more "detailed specs" in which our manufacturer gave her the opportunity to order "as-built" engineering for her building. This is not included in the purchase due to added labor, and was not needed for concrete foundation to be poured. This building can still be installed, and a credit is on file in which case a future building is to be installed. 

• Initial Complaint

  07/05/2022

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I purchased a metal building for my property from Big Buildings Direct. We signed a contract, and I put down a deposit. The salesman told me doing so would "lock in my pricing until the building was delivered." After getting my permits and a concrete slab installed, I called to have my building delivered. I was told costs have gone up and now my building would by 8k more dollars to have it delivered. They told me this happens all the time in this industry.

  

  Business response

  08/04/2022

  Big Buildings Direct locks in pricing in certain areas for up to 6 months, but this order was made in April of 2021. Inflationary costs of labor, material shortages, have all driven up garage pricing and it is not possible for anyone to lock in pricing for a garage forever due to steel price increases and inflationary costs. We strive to provide the most information in order to speed up the process for the customers to obtain permits and get their building installed in a reasonable amount of time. 

• Initial Complaint

  06/17/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I started the process of getting a shed from them on 2/18/2022. I was told that I needed to go and get a permit in my county. I went to get the permit and I was told that the builder has to get the permit. I sent them the survey information for the permit on 03/18/2022. Since then I have been waiting. I’ve called them numerous times. All they tell me is “we are working on it.” I tried to get a refund and was told no. At this point, I have no permit, I have no shed, and I am not getting return phone calls or text messages. Today, I was told by ***** at eagle carports that the only person that can apply for it was Gabriel Torres. He refused to give me his number.

  

  Business response

  06/17/2022

  We are working on getting the information needed and waiting on the information needed from the county. Thank you 

*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. ↩