Armstrong Steel Corp

Initial Business Response / [redacted] */ When the Armstrong Steel logistics department sends the Inventory list, it is clearly stated a customer has business days to report missing or damaged itemsThe customer completed this actionTouch up paint was ordered on June 15, the same day this complaint was sent to the Revdex.comArmstrong Steel did not charge the customer for the toupaint A customer is required to take inventory "as delivered," so we can notify our manufacturer of missing itemsIf Armstrong Steel waited until a customer erected the building, it would be too late, as it is required to be within daysArmstrong Steel's policy is asking a customer to notify us of any damaged goods upon arrival so the solution can be rectified as soon as possible per our terms of service The customer has received his touch up paint at no chargeThank you for doing business with Armstrong Steel Initial Consumer Rebuttal / [redacted] */ From: [redacted] (mailto: [redacted] @gmail.com) Sent: Friday, June 19, XXXX XX:XX AM To: Revdex.com Subject: (SPAM) Re: Revdex.com Complaint Case# (Ref#XX-XXXXXXXX-XXXXXXXX-X-XXX) Importance: Low Thanks you for you diligence in addressing this matterArmstrong finally sent the paint needed after several attemptsPlease close this caseThank you again

Good Morning [redacted] ,Thank you for your letter and offer to arbitrate Armstrong already participates in an arbitration program through the American Arbitration Association (“AAA”) If we are asked to arbitrate this dispute under the contract, we will follow the contractual process and arbitrate under the AAA rules for commercial disputesWe are also willing to continue our discussions with the customer to resolve the dispute and to provide them with the building specified in the Purchase Order Thank you.?Shon C [redacted]

Complaint: [redacted] I am rejecting this response because:I take issue with the first point that Armstrong Steel raises, that the initial down payment "constitutes an up front, good faith payment that we allow customers to make instead of requiring the full building price." They did not tell me what the full building price would be- I knew the price would go up after giving them a payment, but I never dreamed that the price would go up to over triple the price of the original quote They need to provide their component price guide to customers so people know what they are getting into.The second point also has concerns: The building was going to be built in a rural environment, so shopping around locally was not an option, but even if I had, Armstrong Steel did not tell us the price until after I made the down payment, so we would not have been able to compare prices Later, when I questioned why the price of the building went up so much, I was told that it was largely due to having to strengthen the entire structure whenever a door opening is made Armstrong Steel never mentioned this before we made the down payment It does not seem logical to buy a building that has no openings The design was not very complicatwas a rectangular building and I drew up plans for it in a couple of hours and forwarded them to our project manager who said that they really simplified things for her.The third point equally needs addressing I live in a rural area which has poor internet connectivity I explained this to our salesman and he put me on a three-way phone conversation with the purchasing person The internet was working and he told me where to sign the documents, which was done quickly without reading because any minute the internet connection could stop working I was concerned because I knew I was going to be able to purchase the building I did not know that the price would more than triple until later Armstrong Steel states that "upon receipt of the signed contract, we immediately incur material and labor expenses that the fractional up-front payment we require doesn't even come close to covering." I was told by my project manager that production would not begin until I paid an additional $16,000, so Armstrong Steel did not start working on the steel I initiated the phone calls using my calling card, so Armstrong Steel had little or no phone bill This leaves my time with the project manager as Armstrong's only expense, and as I stated in my original complain, we believe that we should pay a reasonable amount for her time Perhaps Armstrong Steel could suggest a reasonable amount We are urge to contact Armstrong Steel and continue the project, but, as I have already stated, the price after we made the down payment went up over three hundred percent, which is beyond what we can currently afford Bankruptcy is not an option, so the logical direction to proceed is to save up for a few years and complete this project in the future, but not with Armstrong as a possibility unless they are willing to work with us on the deposit Sincerely, [redacted] ***

Initial Business Response /* (1000, 8, 2015/07/16) */
Whenever dealing with any public customer complaints, first and foremost, Armstrong Steel efforts to look at each situation objectively and find the root of the problem and the contributing factorsIt's important to us to work through each
specific case with the customer in-house first, and find an amicable solution
When we were alerted to this specific case, Armstrong Steel contacted *** *** right away, and endeavored to find a resolutionCustomer service is paramount to Armstrong Steel, and we would never want someone to feel like they were taken advantage of or trickedThis is especially true when a customer may or may not be facing personal financial issues, or their personal circumstances have changedUltimately, it's our mandate to safeguard the consumer as well as our business
Because of the exclusive details of *** ***'s specific case, Armstrong Steel has agreed to waive multiple price reflections, incurred over time, in order for him to take delivery of his buildingCurrently, *** *** is working with our accounts manager in order to find a solutionThis is greatly appreciated
He has decided to fulfill his contract, and Armstrong Steel will absorb the costs of freight, change orders and price increases to satisfy our part of the contract as wellWith these costs removed, he will be able to receive his building for the original price, which was his desired resolutionHe will be receiving a complete building, with custom trim package, primary and secondary framing includedWe have always maintained that accessories, like doors, windows and insulation, are a separate cost, which may be bought through our suppliers or sourced locally
Unfortunately, Armstrong Steel doesn't and can't control the costs of the erection process or the costs of a concrete foundationThis is a different contract between a customer and a general contractor, not between the customer and Armstrong Steel
We look forward to working with *** ***, and getting him a top quality building in the near future
Initial Consumer Rebuttal /* (2000, 10, 2015/07/23) */
(The consumer indicated he/she ACCEPTED the response from the business.)
elisa went out of her way to make the building price work for me

[redacted],I apologize for the delay in responding to the customer's arbitration request.Unfortunately, the authority to accept or refuse arbitration lies with my boss and he has been out of the office since the end of last month so I was unable to respond.I spoke with him today and sent all of the correspondence on this complaint and asked him to get back to me with a decision as quickly as possible.Obviously we don't want to jeopardize our accreditation with the Revdex.com. Sincerely, Shon C[redacted]Project ManagerArmstrong Steel720-258-4356

Good Morning [redacted],Thank you for your letter and offer to arbitrate.  Armstrong already participates in an arbitration program through the American Arbitration Association (“AAA”).  If we are asked to arbitrate this dispute under the contract, we will follow the contractual process and arbitrate under the AAA rules for commercial disputes. We are also willing to continue our discussions with the customer to resolve the dispute and to provide them with the building specified in the Purchase Order.    Thank you.?Shon C[redacted]

Please see response to customer complaint, attached in PDF form along with the Steel Building Purchase Order. Please contact the Armstrong Steel Legal Department if you have any questions, or a project manager to continue your project.

Exemplary customer service and accountability are among Armstrong Steel’s core objectives and business practices. When we come across a customer who feels we have not provided the best customer service in the metal building industry, we take a serious look at their situation. Armstrong Steel is...

currently in the process of working with our customer to help him continue with his building project. We hope to reach a positive resolution soon.

Initial Business Response /[redacted]/
When the Armstrong Steel logistics department sends the Inventory list, it is clearly stated a customer has 5 business days to report missing or damaged items. The customer completed this action. Touch up paint was ordered on June 15, the same...

day this complaint was sent to the Revdex.com. Armstrong Steel did not charge the customer for the touch-up paint.
A customer is required to take inventory "as delivered," so we can notify our manufacturer of missing items. If Armstrong Steel waited until a customer erected the building, it would be too late, as it is required to be within 30 days. Armstrong Steel's policy is asking a customer to notify us of any damaged goods upon arrival so the solution can be rectified as soon as possible per our terms of service.
The customer has received his touch up paint at no charge. Thank you for doing business with Armstrong Steel.
Initial Consumer Rebuttal /[redacted]/
From: [redacted] (mailto:[redacted]@gmail.com)
Sent: Friday, June 19, XXXX XX:XX AM
To: Revdex.com
Subject: (SPAM) Re: Revdex.com Complaint Case# 75257869 (Ref#XX-XXXXXXXX-XXXXXXXX-X-XXX)
Importance: Low
Thanks you for you diligence in addressing this matter. Armstrong finally sent the paint needed after several attempts. Please close this case. Thank you again.

Complaint: [redacted]
I am rejecting this response because:I take issue with the first point that Armstrong Steel raises, that the initial down payment "constitutes an up front, good faith payment that we allow customers to make instead of requiring the full building price."  They did not...

tell me what the full building price would be- I knew the price would go up after giving them a payment, but I never dreamed that the price would go up to over triple the price of the original quote.  They need to provide their component price guide to customers so people know what they are getting into.The second point also has concerns: The building was going to be built in a rural environment, so shopping around locally was not an option, but even if I had, Armstrong Steel did not tell us the price until after I made the down payment, so we would not have been able to compare prices.  Later, when I questioned why the price of the building went up so much, I was told that it was largely due to having to strengthen the entire structure whenever a door opening is made.  Armstrong Steel never mentioned this before we made the down payment.  It does not seem logical to buy a building that has no openings.  The design was not very complicated-it was a rectangular building and I drew up plans for it in a couple of hours and forwarded them to our project manager who said that they really simplified things for her.The third point equally needs addressing.  I live in a rural area which has poor internet connectivity.  I explained this to our salesman and he put me on a three-way phone conversation with the purchasing person.  The internet was working and he told me where to sign the documents, which was done quickly without reading because any minute the internet connection could stop working.  I was concerned because I knew I was going to be able to purchase the building.  I did not know that the price would more than triple until later.  Armstrong Steel states that "upon receipt of the signed contract, we immediately incur material and labor expenses that the fractional up-front payment we require doesn't even come close to covering."  I was told by my project manager that production would not begin until I paid an additional $16,000, so Armstrong Steel did not start working on the steel.  I initiated the phone calls using my calling card, so Armstrong Steel had little or no phone bill.  This leaves my time with the project manager as Armstrong's only expense, and as I stated in my original complain, we believe that we should pay a reasonable amount for her time.  Perhaps Armstrong Steel could suggest a reasonable amount.  We are urge to contact Armstrong Steel and continue the project, but, as I have already stated, the price after we made the down payment went up over three hundred percent, which is beyond what we can currently afford.  Bankruptcy is not an option, so the logical direction to proceed is to save up for a few years and complete this project in the future, but not with Armstrong as a possibility unless they are willing to work with us on the deposit. 
Sincerely,
[redacted]

Complaint: [redacted]
I am rejecting this response because: I am aware that I E signed the deposit. I believe Armstrong pulled the bait and switch  on me and predatory sales practices were used. Its not like I did not try to secure the funds for this project I did! I realize Armstrong...

has some time invested in this project but I assure you not the time it takes me to make $8450
Sincerely,
Chris [redacted]

[A default letter is provided here which indicates your acceptance of Arbitration. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID .[redacted], , and find that arbitration is necessary.
Sincerely,
[redacted]