Complaints

• Initial Complaint

  02/05/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a New Vision metal building through their dealer Ultra Metal Buildings on Sept. 19th 2023. During the process a set a construction details was provided to me, showing how the building will be constructed. Attached is page 35 of that document, showing how the lean-to would connect to the rest of the building. I have also attached photos showing the construction detail was not followed. I contacted the dealer for assistance with this and a couple of other issues on Nov. 22nd 2023. I was contacted a few days later by the manufacturer and was told, it would be the second week in Dec. before they could come out to make repairs. This timeframe was pushed back several times, on Jan. 23rd **** I received a phone call that we finally got a firm date set for Feb 1st **** between 6-8 am. During this phone call, I asked what their solution was for correcting the lean-to connection. The lady I spoke with was unaware of this issue and asked for more details, which I promptly provided by text message. A short time later she responded with another drawing that I had never seen and stated "We are going to fix the trim, but this part there is nothing more to be done". The day before, I received a call their crew was delayed and will be there between 3-5 pm. On Feb. 1st I was at the property waiting on their crew. At 5:30 pm, the crew still had not arrived so I contacted the manufacturer. They advised me the crew was delayed but was on the way and would be there in 2 hours. At 9 pm the crew still had not arrived and I attempted to contact the manufacturer again, but there was no answer. I left a voicemail advising them, I needed to leave and we would have to reschedule. At 9:39 am on the 2nd I received a text saying the crew had been out and replaced the trim.I want New Vision to honor the construction drawings provided by their dealer and complete the other repairs. If they are unwilling to do so, refund a portion of price so I can have the repairs completed.

  

  Business response

  02/05/2024

  Hi *******, we are sorry you feel the need to come to BBB to settle a dispute you assured you would be filing a lawsuit over. As you stated we did the very best we could to the best of our ability to complete your building the first time. We are fully aware there was an issue with the trim, and we went back to repair the trim that was not installed properly. Due to the weather a lot of our crews are being delayed and when YOU were calling our office it was past office hours, we had missed calls at 8pm 9pm clearly past office hours, so no one was able to receive your calls. As soon as the office opened the next morning, we were sure to give you a call to inform you the crew had already finished *********** Bright and early the next day. As far as the lean too being attached the way you think it should be attached is beyond what we can do. We followed the generic drawings which state we can attach your lean too one of 2 ways. We were sure to highlight this on the drawings and send them back to you on the way it was attached and how we did it. You then proceeded to say you will be filing a lawsuit. We cannot refund you or do anything until you have reached out to your attorneys. We have done the building according to specs and are sorry you feel that it was not properly attached but this is not the first building we have done we are sure your building was done correctly and structurally sound. 

  Customer response

  02/06/2024

  Complaint: 21237987
  
  I am rejecting this response because:

  First, as for the repairs to our building.  There are multiple repairs that need to be addressed.  When I spoke with your staff at 5:30pm on the evening of 2/1, I was told the crew was delayed but on the way and would be there within 2 hours.  That did not happen.  I called back at just after 8pm (2.5 hours later) and then again at 9pm (3.5 hours later) to see if the crew was still coming.  In my voicemail, I stated I could not wait any longer and we need to reschedule the repairs.  Again, that did not happen.  As I explained previously, there were multiple repairs that needed to be completed and your crew would need access to the building. 
  

  Second, the lean to attachment. I have maintained throughout, we were provided a set of construction details that clearly showed how the lean to was to be attached.  These documents were not followed. Your dealer provided this documents and their contents are what I expected your business to follow. Our decision to purchase this building was based on those documents. The fact that your dealer provided documents to us as a testament to the construction quality and process is misleading. My hope was New Vision would honor the documents and honor the documents given to us.  I acknowledge the fact that you texted me a picture of another construction detail.  But, up until that point I had never seen that drawing.  
  

  We purchased the building in good faith and trusted the documents/information we were given was accurate.  
  
  Regards,
  
  *************************

  

  Business response

  02/06/2024

  ******* when you call a company stating that you are going to *** them, they automatically take it seriously which we did. Although we are still waiting for your lawyers to reach us, we still went ahead and sent a crew to replace the trim that you did not like. This trim that is standard in our industry. We are sorry you were expecting something different, but everything done on your building is standard in our field of work. These buildings are much cheaper than red iron or other buildings for a reason. You had is***s with the trim since the day of install. This trim that we use to connect the lean too and main building you agreed to still take it and signed off on it. Our responsibility waiver (attached) where we informed you about the trim and you agreed to take the building as is yet we still went out of our way to look for a different trim which we didn't have to and sent a crew to install it which is something they normally don't do. Attached is the paper where you signed off on sorry you are dissatisfied with the building but again everything on your building was done to specs. 

  Customer response

  02/07/2024

  Complaint: 21237987
  
  I am rejecting this response because:

  The build was not built according to the construction drawings we were provided. 

  
  Regards,
  
  *************************

  

  Business response

  02/08/2024

  We are sorry you feel this way sir, we thank you for your business.

*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. ↩