Complaints

• Initial Complaint

  12/17/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  We contracted with US Patriot Steel for a barndominium building project and paid them $42,484.00 as a down payment for the steel frame, siding, roof, etc. back in July of 2024. Since then, they have caused us nothing but problems by not returning our calls and emails, sending plans that do not correspond with our blueprints or sometimes yet not sending any plans. I Asked for a new project manager thinking that would solve our problem, but unfortunately it did not help. I have many (5+ months worth) of emails/ correspondence that show I have tried to resolve the problems. I tried sending diagrams to illustrate the issues because they do not use CAD drawings and outsource their engineering. They would not let me talk to the engineers and I have the same problems over and over. I asked to speak with a supervisor and was put in contact with ******* ( sorry, I was not given a last name). ******* assured me things would be fixed and I would get my plans. I received a set of plans the next day with the same issues! NOT CHANGED! I suggested they refund my money, and we go our separate ways because I can't trust that the steel building they send will be done correctly to my plans. ******* said no, it was too late for that. The price of steel is higher now than it was when we started this process so they would not be losing money. I am willing to concede a $2500.00 for engineering costs if we can just part ways. Would you trust a company to correctly manufacture a $128,741.00 building if they can't get the plans right? I have lots of proof in writing from employees of US Patriot that they are not sure about their plans. I have uploaded just some of the reoccurring issues, but there was not enough room for me to send it all. Please help, I don't want to lose our retirement.

  Customer response

  12/19/2024

  Hi,

  I would like to withdraw my complaint. US Patriot Steel has now agreed to reimburse me for the entire amount of money I had given them. Attached is a copy of that agreement.

  Thank you for your help in this matter.

  Sincerely,

  **** *******

• Initial Complaint

  12/14/2022

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  US patriot steel urged me to "buy now" because steel prices are going up and they provide FREE storage for up to a year. I purchased under this pressure and when the time for storage came, they claimed that it was going to be $900/mo for storage. Steel prices actually went down but would they adjust the price? NO! Would they honor their offer to store my building for free?, NO! Communication at this point pretty much stopped all together. I took delivery of the building materials before the site was ready because they claimed the building was ready to ship. I paid in FULL COD and then found that the order was not a complete order! Why was I not notified and given an adjusted COD? When the order was received i was not notified that it was an incomplete order, that there was missing pieces/backorders, etc... I was then given a 30day window to inventory. I gave the company my inventory and was surprised that I had to continually call them to find out when the missing parts that were not delivered will actually be delivered. I still have not received my entire order. it has been 3 months since I took initial delivery and still not a complete order!!! I have had to call and escalate this to a supervisor because the sales person is completely inept and not honest at all. Never have I received a call back when they say they will call back. I have to constantly call back to get an answer as to when the parts will be delivered. This company is terrible to work with! Also, when some of the missing pieces were delivered I was not notified that it was only a partial shipment as well. I was also not notified that I would need a forklift for off loading the pieces that were delivered as they included items that were not discussed as to being delivered at this time. It is evident that US PATRIOT STEEL does not know what is going on with their orders at any given time, nor do they care about servicing their customers with common courtesy and decent communication. Next building will not be purchased from this company.

  Business response

  01/04/2023

  Just an update since this was filed doors have been delivered. We have also reached out to the customer because some items were left outside and damaged by the snow. We will be reimbursing him for anything that was damaged.

  Customer response

  01/05/2023

  
  Complaint: ********
  
  I am rejecting this response because: This will simply allow this business to strong arm other unsuspecting customers into a very uncomfortable and costly position as I myself was forced into by this company. This is unacceptable because they did not honor their word, their promise for free storage. I was not ready to take possession of this building and they knew it. They forced me into making a decision that I should not have been forced into. The plans for the building are holding up the building process so I am still not able to pour concrete even if it were warm enough to do so. If they honored their word with the 1 year free storage, my building would be safe, dry, not frozen, not warped, and I would have room to start with the construction of the pad, concrete and all the prep work that needs to be done in the first place. The Site is still not ready for building and would not be ready until MA Y 2023 which would have been about 1/2 of the 1 year free storage. 
  
  Sincerely,
  
  ***** *****

  Business response

  01/17/2023

  Like we have stated we are so sorry for any inconvenience this may have caused the customer. We had a few supervisors reach out to him to offer him a reimbursement for any materials that may have been damaged. We really want to make this right with the customer and reach a resolution that he is satisfied with. We were willing to replace materials for him, as well as give him a reimbursement/discount for any inconvenience this may have caused him and we are still willing to do so.Pleas elet us know if there is anything we can do.

  Customer response

  01/26/2023

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and would like to hear from the business as to exactly what this extra reimbursement will consist of as it was never offered to me by the business before.  
  Sincerely,
  
  ***** *****

  Customer response

  04/11/2023

  Consumer Duplicate Complaint

  Consumer’s Original Complaint:
  This is my 3rd attempt in trying to resolve this problem with US Patriot Steel. When purchasing the building I was told by advertisements and by the sales person that I would receive 1 year free storage after the manufacturing process was finished for the building. Sales person explained it would take about 6-9 months to fabricate the building parts then I would have up to 1 year of free storage. The 6-9 month production time would have put the delivery of this building in the dead of winter and we established that this would never be possible as we live in an area that gets a lot of snow and can;t pour concrete from NOV- APR, again the agent explained we had FREE STORAGE! when the building was finished in 6 months we were told that storage was not free and it would be over $900/mo so we were forced to accept delivery of the building because of their extortion tactics. I made a complaint with the BBB, US patriot steel contacted the BBB in response and posted that they offered compensation for my troubles AND replacement of any damaged materials. I called the company and they asked specifically, " what will it take for you to remove your complaint from the BBB?" I replied, exactly what you posted on the BBB website, compensation AND replacement of damaged goods. I accepted their offer, This was in Jan 23 and I still have not received compensation nor have I received the damaged goods. I gave them a $ amount and their agent **** said he would talk with his bass and get back to me. They never did. When I emailed this company they bounced me around to yet another employee who was trying to change the facts and then told me there would be no compensation and I would have to give them pricing of materials to be replaced! They have played bait and switch, lied and deceived, and I cannot believe that this company treats their customers like this. I don't want any more people getting ripped off and lied to by this company.

  Consumer’s Desired Resolution:
  Refund; Modification/discontinuance of an advertised claim

  Business response

  04/11/2023

  We are responding to a complaint on the BBB which is currently posted under our complaints. On the prior complaint, all we wanted was to reach a resolution with the customer. He said some of the sealant was damaged so that we could reimburse him for it. We were either going to reimburse him for it or order him some more sealant. The sealant is only $1,500.00 - $3,000.00 depending on how much quantity he needed. 
  
  
  He is asking us for $8,000.00. We would be willing to go a little above and beyond the sealant cost and give him some extra for any inconvenience that may have been caused. But unfortunately everything he is claiming is not true. I have attached a copy of his original purchase order which shows nothing about free storage and also his change order which does not mention free storage and also his signed booking letter with him acknowledging this. Furthermore I have attached his emails where he is trying to twist our arm into giving this money. As you can see they are angry and threatening.
  
  
  We are still willing to help this customer out. But the amount he is asking for is unreasonable,
  
  
  All the 3 of the documents are signed and can legally hold up in court. None of them claim storage.

  Customer response

  04/19/2023

  
  Complaint: ********
  
  I am rejecting this response because: I was repeatedly told by them at the time of purchase that there would be FREE storage, listen to all of their advertising it states this clearly! Also, they claim to have recordings of these phone calls so let us hear them if they claim that I was never told about free storage. This is bait and switch tactics and hell yes I am MAD!! I was Lied to. I was given a speech and then they hid the fact that they sold me this promise! They have not given the costs of the sealants and tape, they have asked me to provide receipts for this, when they have the purchase agreement of the goods provided by their company and know the prices of the products. The last communication we had through the BBB was that they were going to reimburse me AND compensate for my trouble but they NEVER DID!!! I said I would like to hear more from them and they just went silent. I have given them plenty of opportunity to negotiate a settlement but they prove to not want to settle but rather just let this go without following through on their word. They have not once contacted me to give me a price for their compensation after I gave them what I thought was fair. 
  
  Sincerely,
  
  ***** *****

  Business response

  04/19/2023

  We only offer storage prior to fabrication, and when it is also put in writing. Client did not have it put in writing, and also asked for storage while the building was in he final phase of fabrication. If you’d like we can pull phone call recordings but when we offer storage it is always prior to fabrication, not after the building is scheduled to be delivered. We can pull these recordings if the client likes which will state that it storage is prior to fabrication. We are willing to reimburse the client half of what was requested which is still more than the amount for the items replaced. If client agrees with this we I’ll send him a reimbursement letter to reflect this and put a check in the mail.

  Customer response

  04/24/2023

  So this is twice now that this company has told me that they were going to do something and have not followed through on their word. They say they will resend the ruined materials and compensate but they have done neither. Now they claim they have recordings of the sales calls so I would like for them to give the recording to show me that they never claimed to provide the free storage. But we both know they will not share these recordings. They still have not sent the materials that are keeping me from erecting my building. They are holding me hostage after forcing me to accept the building before the sight was ready and now I can’t even complete the building because they refuse top send th4e materials they promised to send!!! This company is terrible!!! I want them to follow through on what they promised to make things right. 

  
  

  Respectfully, ***** *****

  There is a new problem with this company, They claim they will reimburse me yet they never send the check. Last time I agreed to their response my complaint was removed but the company never compensated me nor did they send the materials in question. Now they want me to remove my comment before they send me compensation again! Why should i trust them after they have not followed through the first time? It is an honest question and I feel at this point the complaint should not be removed before compensation. How do we resolve this?

  Business response

  04/24/2023

  What dollar amount are you looking for as a reimbursement?

  Customer response

  05/02/2023

  The business and I have agreed on an amount of $4000.00

  Business response

  05/08/2023

  We have sent the customer a reimbursement form stating the amount. We are waiting for customer to sign it. Then payment will be sent to the customer immediately I have attached it . Exact wording is below as well 
  
  
  
  
    Hello, This letter serves as an official reimbursement of your steel building. After signing this document, you will be reimbursed in the amount of $4,000.00 and neither party shall have any other obligation to the other. Thank you! Today’s 
  
  
  
  
  Date: _________________________ Customer Signature: ______________________________ 

  Customer response

  05/08/2023

  
  Complaint: ********
  
  I am rejecting this response because: It does not address the companies 40 year structural guarantee of my building and specifically says we have no other buisness meaning that there will not  be a guarantee as I read it
  
  Sincerely,
  
  ***** *****

  Business response

  05/08/2023

  You have the original agreement that shows the warranty.None of that has changed. This is only a reimbursement letter. Nothing more nothing less.

  Customer response

  05/08/2023

  
  Complaint: ********
  
  I am rejecting this response because: Any attorney will agree that this letter says that of this date signed,  that neither party has ANY OBLIGATION to one another, which would include that guarantee. You promised me a 1 year free storage and then reneged, stating that I didn't have it in writing even though I asked, so NOW I WANT IT IN WRITING!! This letter supercedes the other contract by date, so that will invalidate any obligations period. This is getting tiresome.  Just be honorable and quit trying to ripoff your customers. 
  
  Sincerely,
  
  ***** *****

  Business response

  05/08/2023

  This has nothing to do with the building or warranty. It's a reimbursement form. I will have it changed though. 

  Customer response

  05/09/2023

  
  Complaint: ********
  
  I am rejecting this response because: Its not a form, its an open letter with a date and termination of obligation., I don't

   see any resolution at this point. Im not signing away any rights I have. 
  
  Sincerely,
  
  ***** *****

*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. ↩