Complaints

• Initial Complaint

  05/24/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  After lengthy discussion with **** ***** we agreed upon a truss package that included a 24’ front Gable to our new construction. Power Truss will not sell directly so we had to go through ***** to purchase the package. ***** sales associate made the comment that our package was the most massive they had ever seen come through the store. (We have a very modest 2200 sq ft living space). We felt the price was outrageous but in todays volatile market we agreed upon the amount of just over $28000.00. We received the trusses and while installing the trusses learned there was not a front gable delivered with the package. After speaking with **** *****, he claimed it was not included in the bid, although the front gable was clearly in the drawings he submitted. Our contractor had to purchase additional lumber and stick build the front gable costing us additional lumber. As my contractor continued installing the truss package, he learned we also had five trusses that did not fit according to our house plan. Again, my contractor had to purchase more lumber to build the trusses himself in order to complete the project. We have spoken to power truss company on several occasions over the past couple of months asking them to correct the problem. In the beginning, they said they’d check into it and get back with us. The last time we spoke with ****, he said there was nothing they could do about it. We explained that was not acceptable. He said he would speak with someone higher up. Since that time we have sent texts, and messages without response. We had to trust the professionals to build an outrageous truss system that they could price as they seemed fit and then when the package was incomplete they could say “it wasn’t included in the package” and then when their design didn’t fit together, “there is nothing we can do about it”. I’m deeply disappointed in their product and their work ethics. We are asking for a refund for the 5 trusses and cost of lumber for front gable.

  Business response

  06/06/2022

  Mr. and Mrs. ********* had two issues with their truss order.  I will list them followed by an explanation:

  1.  Gable Truss Over Front Porch - Mr. & Mrs. ********* contacted Power Truss in November of 2021 with a hand drawn floor plan of their proposed home (a single 8.5" x 11" piece of paper).  Over the next 3 months, there was communication via phone and email between truss designer and Mrs. *********.  Five different versions/variations were discussed.  After each discussion, design changes were made, and a revised price was sent to the lumber company of their choosing.  After each revision, Mrs. ********* was emailed a copy of the birds-eye view layout, as well as a file containing an engineered truss drawing of each truss that would be provided for the roof system.  The first/original version showed valley trusses over the front porch on the layout (labeled V1 thru V9), and the truss drawings reflected that they were included in the package (see attached layout of original version).  The next 4 versions that were designed did NOT include any valley trusses over the front porch on the layout, nor did the engineered drawings include those trusses.  Reviewing the layout and truss drawings is the part of the process where the general contractor decides to order trusses based on the most recent version.  They can order as they are currently designed, or makes more changes.  There were no requested changes, and Mr. ********* made a phone call to release the order based on the most recent design.  During installation, Mr. ********* called and asked where the valley truss was.  He was informed that that truss was not in the package that he ordered (see attached layout of last version).  It was reiterated more than once, that while Mr. & Mrs. ********* thought they were getting that valley truss, it was not included in the package that they approved and they were not charged for it.  I offered him two solutions.  We (Power Truss) can build that truss and deliver it as soon as possible, or he can get his framer to site frame that area.  He elected to have his framer site frame that portion of the roof.  Either option ensured they were only paying for that portion of the roof once.
  3. Valley Trusses over Garage - Mr. ********* called during truss installation.  His framer tells him that the valley trusses (V1 thru V5) don't fit.  I told Mr. ********* I needed more information, so I called the framer.  The framer I called wasn't actually the one installing the trusses.  It was another framing crew of his, so he wasn't present during installation and said he needed to call his employee who was framing the house.  He said he would call me back (I was not contacted until one week later).  Mr. ********* and framer decide to throw the valley trusses to the side, go buy lumber, and site frame that portion of the roof.  Mr. ********* wants to be credited for the amount of the valley trusses.  I informed Mr. *********, when Power Truss makes a mistake, we either rebuild the trusses at no cost, or we pay the framer for labor and materials required to site frame that portion of the roof.  However, in order to do either of those things, Power Truss needs be involved in the decision making process of deciding if trusses are usable or not.  In this situation, Power Truss was not given the opportunity to provide any post sale service.  A site visit by a Power Truss representative, or photos showing the truss condition would have sufficed.  When a customer is requesting a refund or rebuild, Power Truss company policy is that either photo documentation is required or that an on-site evaluation take place by a company representative.  The information gathered from either avenue dictates how Power Truss proceeds with a refund or rebuild.  Power Truss strives to produce a superior product and achieve a high level of customer satisfaction.

  Thanks,

  **** *****

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

  Cell:  ************

  Fax:************

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

  **** *** ***

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

  Customer response

  06/11/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********* and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  I have attempted to enter the response in this space and it will not accept it even less than 2000 characters.  Please see the attached documents.
  
  Regards,
  
  *** ***

*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. ↩