Metals Direct, Inc.

We ordered and paid for roofing for my home on July 22, When ordered we were told it would be available for pick up in daysAlmost three weeks later we were still waiting for the roofWe contacted them about our order and we kept getting we don't know why it is not in, or we wouldn't get a call back to our inquiryWe had already taken all the old roofing off believing it was coming in three daysOur roof is exposed and we are becoming concerned about the weather changing
When it was approaching three weeks and we got no answers or call backs as to where it was or when it was coming, we went to the office*** told us they had a shortage since last summerNo one had told us this when we orderedShe had many excuses, such as, when the employees said they didn't know why it was delayed or that it wouldn't really take three days, they didn't knowThese are not unacceptable responsesWe are getting the run around and avoidanceThey have had my money and we don't have

I am rejecting this response because: The very first thing I did was inform the salesperson as to the snow load when I ask him if he installed buildings at my location, he agreed to do a rough quote on two bldgs. He gave us a rough quote in a couple days, it did not include the concrete. We waited until he sent the complete quote (but not before phone calls from me requesting these. The salesperson offered another alternate building, this was not a requests from me but an option from him. We chose his building as soon as we started the paper work he wanted an additional 3300 dollars for putting the siding on vertical, he had been informed at the first incomplete quote the siding had to be vertical. He said let me work on this and see what I can do. He never called, when we finally went to his office he raised the price of the alternate build 7 thousand dollars, he wouldn't give me a price on his building but said it would be more than the alternate or an increase of 11 thousand dollars. I can understand him possible making a mistake on the alternate, but according to this Companies TV advertising they install these building all the time, you would think this would include engineering. Had they built the bldg as promised all these costs would have been included and paid for by me

We thank you for the opportunity to discuss this. We consistently and routinely go above and beyond for all of our customers and potential customers. Our sales staff do research and obtain building design criteria including wind, seismic, and snow load for potential customer’s specific location. We...

do this so that we can service our potential customer’s needs and wants. In this specific case Mr. [redacted] and his wife contacted Metals Direct for information about metal buildings. Our salesperson did all the research and found that Mr. [redacted] lived in a heavy snow load area. This meant that we would need to contact an engineer for general direction advice for quoting purposes.When you are going through the quoting process customers are given the option to change size, building manufacturer, and additional customizations/options at any time. This can cause confusion for either side if there are multiple changes and you are going between quotes. Unfortunately, it appears as if Mr. [redacted] was a rare instance where he changed sizes, options, and manufacturer for multiple quotes. There was some confusion on the project and we are not sure if the confusion was due to Mr. [redacted] or us. Mr. [redacted] was obtaining quotes that he changed in various ways on several occasions. Mr. [redacted] was a Potential Customer that we went above and beyond to deliver to him accurate quotes based on his location needs, obtained necessary requirements of his local building department, reviewed build with an engineer for design, and tried our best to meet his projected budget numbers.  Mr. [redacted] made it veryclear that he had a specific budget that he wanted to adhere to and the building with all the options and changes that he requested ultimately was outside of that number. The building and quote he is referring to in this complaint does not have all the options he is requesting. I would also like to mention that Mr. [redacted] as a Potential Customer received several services Free of Charge. Services performed free of charge are Design Research, Engineering design consultation, Onsite inspection for concrete, setbacks, etc. These services combined have a total value of $650.00. Again, thank you for the opportunity to discuss this and are willing to discuss options that are available to Mr. [redacted] based on the budget that he has for this project.

Customer ordered material from us, unfortunately we were unable to obtain the color and material needed to produce this order for the customer. We were not getting proper information from vendors about time frames of arrival. when the Jones came in we were working on trying to deliver this product for them. Several things came up and we were unable to meet the deadlines as requested. Customer was able to get a refund at any time and was made aware of this before filing a complaint. We have refunded their order in full and also gave them a $100.00 customer service bonus to say thank you for your understanding.

Revdex.com:
I have reviewed the response made by the business in reference to my concern, and find that this resolution is satisfactory to me. They gave me a full refund on 8/26/16 as I requested. The matter has been resolved. The number is Complaint ID #11672630. I wanted to...

let you know that it was resolved. Name: [redacted] [email protected]. if you need further information, let me know.Thank you,[redacted]

Review: We ordered and paid for roofing for my home on July 22, 2016. When ordered we were told it would be available for pick up in 3 days. Almost three weeks later we were still waiting for the roof. We contacted them about our order and we kept getting we don't know why it is not in, or we wouldn't get a call back to our inquiry. We had already taken all the old roofing off believing it was coming in three days. Our roof is exposed and we are becoming concerned about the weather changing.

When it was approaching three weeks and we got no answers or call backs as to where it was or when it was coming, we went to the office. [redacted] told us they had a shortage since last summer. No one had told us this when we ordered. She had many excuses, such as, when the employees said they didn't know why it was delayed or that it wouldn't really take three days, they didn't know. These are not unacceptable responses. We are getting the run around and avoidance. They have had my money and we don't have the product and are concerned it is not coming. During this conversation with [redacted] she guaranteed that it would be delivered at our home free today, Aug. 23rd. We had to wait another two weeks from the day we went in to complain. It is not here and we called her this morning and she said she'd call back but it is after noon and there has been no call back. We don't have our money or the product after several weeks.Desired Settlement: Give us our roof by this Friday 8/26 or our money back on Friday 8/26. We will still need to go somewhere else to order another roof if they don't provide it and it will put us closer to bad weather. We have an exposed roof!

Thank you for your help

Consumer

Response:

I have reviewed the response made by the business in reference to my concern, and find that this resolution is satisfactory to me. They gave me a full refund on 8/26/16 as I requested. The matter has been resolved. The number is Complaint ID #11672630. I wanted to let you know that it was resolved. Name: [redacted] [email protected]. if you need further information, let me know.Thank you,[redacted]

Review: Not being able to find a contact person at Metals Direct web page, I find this the only logical place to complain. Toward the end of Feb 2015, the wife and I went to Metals Direct (MD) sales office and talked to the salesperson. I informed him at that time I have had problems in the past with another metal building contractor in the area. The problem was the salesperson had given me an initial quote to do a building and as things progressed I was nickel and dimmed to death with additional costs. He assured me at that time this would not happen with Metals Direct. On March 5'15 he emailed me a quote for the bldg. I noticed the quote included horizontal siding and I required vertical to match existing bldg. He said this was no problem for an additional $3300 and he still had to add concrete costs. After not hearing from him for some time, I called and asked what was going on. On April 23'15 he sent me two quotes, one for a MD bldg and one for a Red Iron (RI) bldg. The RI was about $4000 more than the MD bldg. We decided on the MD bldg that was when we were informed the price did not include the partition wall or the vertical siding. I showed him in his scope where he included the partition. He said let him work on it and see what he could do. Again we did not hear from him, so on May 9'15 we again visited his office. When asked what was going on he said he had made a big mistake in his quote and would need an additional $7000 for the RI bldg and for some unknown reason the MD would be $11,000 more. I would not have been so upset with this nickel and dime procedure if I had not discussed this at length with him before we started. His reasoning for not following up in May was that it was put so far out of budget that we would not go forward. Having been in business myself for over 30 years, I find it hard to believe that a salesperson is so naive,inexperienced, or un-thorough they can't get an accurate quote in 3-4 trips. All we accomplished was getting past the bldg season. Thanks Rex HorneyDesired Settlement: I would like Metals Direct to build the Red Iron building for the quote of 118,616.89 as quoted.

Business

Response:

We thank you for the opportunity to discuss this. We consistently and routinely go above and beyond for all of our customers and potential customers. Our sales staff do research and obtain building design criteria including wind, seismic, and snow load for potential customer’s specific location. We do this so that we can service our potential customer’s needs and wants. In this specific case Mr. [redacted] and his wife contacted Metals Direct for information about metal buildings. Our salesperson did all the research and found that Mr. [redacted] lived in a heavy snow load area. This meant that we would need to contact an engineer for general direction advice for quoting purposes.When you are going through the quoting process customers are given the option to change size, building manufacturer, and additional customizations/options at any time. This can cause confusion for either side if there are multiple changes and you are going between quotes. Unfortunately, it appears as if Mr. [redacted] was a rare instance where he changed sizes, options, and manufacturer for multiple quotes. There was some confusion on the project and we are not sure if the confusion was due to Mr. [redacted] or us. Mr. [redacted] was obtaining quotes that he changed in various ways on several occasions. Mr. [redacted] was a Potential Customer that we went above and beyond to deliver to him accurate quotes based on his location needs, obtained necessary requirements of his local building department, reviewed build with an engineer for design, and tried our best to meet his projected budget numbers. Mr. [redacted] made it veryclear that he had a specific budget that he wanted to adhere to and the building with all the options and changes that he requested ultimately was outside of that number. The building and quote he is referring to in this complaint does not have all the options he is requesting. I would also like to mention that Mr. [redacted] as a Potential Customer received several services Free of Charge. Services performed free of charge are Design Research, Engineering design consultation, Onsite inspection for concrete, setbacks, etc. These services combined have a total value of $650.00. Again, thank you for the opportunity to discuss this and are willing to discuss options that are available to Mr. [redacted] based on the budget that he has for this project.

Consumer

Response:

I am rejecting this response because: The very first thing I did was inform the salesperson as to the snow load when I ask him if he installed buildings at my location, he agreed to do a rough quote on two bldgs. He gave us a rough quote in a couple days, it did not include the concrete. We waited until he sent the complete quote (but not before phone calls from me requesting these. The salesperson offered another alternate building, this was not a requests from me but an option from him. We chose his building as soon as we started the paper work he wanted an additional 3300 dollars for putting the siding on vertical, he had been informed at the first incomplete quote the siding had to be vertical. He said let me work on this and see what I can do. He never called, when we finally went to his office he raised the price of the alternate build 7 thousand dollars, he wouldn't give me a price on his building but said it would be more than the alternate or an increase of 11 thousand dollars. I can understand him possible making a mistake on the alternate, but according to this Companies TV advertising they install these building all the time, you would think this would include engineering. Had they built the bldg as promised all these costs would have been included and paid for by me