Rick Miller

Review of Armstrong Steel Buildings

**No Responsibility for their Mistakes** - Buyer b...

**No Responsibility for their Mistakes** - Buyer beware, we're barely half way through our Armstrong building assembly and have already run into multiple mistakes with our buliding that have cost us thousands of dollars. Armstrong has you sign an agreement at the beginning (get your lawyer to look this one over), the fine print of which allows Armstrong to aviod responsibility for any mistakes in the materials they send, especially if it is an on-site labor related issues. If the plant mis-labeles a major component which consequently gets installed into the wrong location, forget trying to hold them responsible for their mistake when part of the building needs to be dis-assembled and re-assembled. If the plant then forgets/fails to punch hundreds of holes into the purlins for brackets, it will be your responsibility to pre-drill hundreds of holes on site. Not to mention your assembly crew will lose several days of assembly time having to clamp each piece into place where it should have been a simple nut and bolt assembly. Oh yea, and those screws you need to help fix the same mistake... after confirming it was their fault, they'll take days to approve your claim, then only send them ground shipping (another 3-5 days) and refuse to pay to send them overnight even though your crew will just be sitting around waiting for them. Of course, they give the customer has the option of paying overnight shipping, even though they just bought a building from Armstrong for over $130K. No doubt, there is a need to protect a company from fradulent labor claims, but when you admit to making mistakes and then don't help your customers fix the problem quickly (and refuse to pay slightly higher shipping costs to save your customer days of lost assembly time), then you really have lost touch with how to resolve a problem that could have at least made a bad situation somewhat bearable. And, you get bad reviews.

***Edit: 10/29/2015 - After our situation above was esclated to the right people, Armstrong has agreed to compensate us for the overnight shipping for the parts we needed. I'm increasing my rating, since they have become much more receptive and helpful with additional more recent issues we have had with missing parts and shipping them to us as quickly as possible. However, we have had additional issues and the whole process from start to finish in the last 12 months can only be average at best. I still disagree with Michael Klos response regarding that Armstrong "takes full responsibility" when it comes to their mistakes. Recognizing a mistake and admitting you made one is great, and I never said Armstrong didn't admit their mistake. However, taking "full" responsibility includes covering at least the minimal and reasonable costs associated with fixing the mistake.

Also Michael, when you suggest your option "drilling the 9/16" holes in light gauge steel was unacceptable to you", you are leaving out the detail that there were 300 brackets with 3 holes each, reqiring 900 holes to be drilled, 25 FEET IN THE AIR!. It was bad enough having to drill 900 holes in the brackets on the ground for our chosen solution, but you make the alternative sound easy and that is misleading. Time was of the essence with a full crew waiting for parts to arrive, so yes, we demanded overnight shipping. Yes, it was also frustrating when it would take a full business day just to talk to someone at Armstong who had the ability to make a $100 decision!?