- Report: #1018918
Report - Rebuttal - Arbitrate
Complaint Review: General Steel | Ripoff Report Verified Safe™ ..businesses you can trust. commitment to customer satisfaction, cut out the middle man - purchase a steel building that will perfectly suit your needs without paying a contractor’s retail price.
General Steel Corporation10639 W. Bradford Rd. Littleton, Colorado United States of America
General Steel REVIEW: General Steel clients, feel safe, confident & secure when doing business with General Steel Corporation zero unresolved complaints - thousands satisfied customers attest to General Steel’s unprecedentedly low number of customer complaints. General Steel commitment to client satisfaction, exceptional guidance, project success sets the standard for service in the steel building industry. General Steel commitment to Ripoff Report Corporate Advocacy Business Remediation & Customer Satisfaction Program, a program that benefits the consumer, assures them of complete satisfaction & confidence. Littleton Colorado, Nationwide.
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Positive rating and recognition has been given to General Steel for its commitment to excellence in customer service.
Representatives from Ripoff Report recently visited with many employees at General Steel’s Corporate Headquarters in Littleton, Colorado. During the visit and discussions with the exceptional team at General Steel we at Ripoff Report witnessed an ongoing commitment to customer service by everyone at General Steel. It was clear that General Steel’s only acceptable result is 100% customer satisfaction. Limitless customer service clearly defines the corporate culture throughout General Steel and the professionals interviewed and communicated that they will go to any length in order to achieve project success with every client.
The information provided in this report is based on comments made by Jonah Goldman and Travis McCain during an on-site inspection held by a third party verification company with no biases toward General Steel.
Ripoff Report Verified™ .. part of Ripoff Report Corporate Advocacy Business Remediation & Customer Satisfaction Program. A program that benefits the consumer, assures them of complete satisfaction and confidence when doing business with a member business..
General Steel’s target markets are in low-rise commercial buildings. They work to gain leads that come in from builders they have used in the past, TV ads, radio ads, referrals and potential consumers that search the internet. Once the company has a call or request for information, a quote is handled through their sales department or customer service department. The company explains the services they offer and try to have the customer request a quote or sample design. General Steel states that they are set apart from other competitors in the industry because of their network of installers that have honesty and integrity.
The customer’s experience when working with General Steel starts with their sales and customer service department who will have a conversation with the customer to discuss their needs for the project. Then, the company creates a design and submits it back to the customer for approval. Once the design is approved, General Steel develops a contract for the customer and contractor to proceed with the project. After the terms of the contract have been agreed upon, the project will start.
During the course of the project, General Steel works to have daily contact and handling issues as they come up and the company works closely with their subcontractors. General Steel’s standard for working with installers is that they are given 30 days to fix any problem that may arise and they are required to keep the company up to date on project progress. The installers have a separate contract with the client and if they do not follow through as promised, the client will usually withhold payment to installers. If that happens, General Steel will no longer work with that installer after the completion of the project.
In order to provide excellent customer service during the course of the project, General Steel has regular follow-ups with the installers and keeps in contact with the customer to provide updates and to ensure the customer does not have additional questions. Additionally, the company is working to improve their current systems by working with their staff to have better understanding of what needs to be communicated to clients and installers.
The most common complaint that they company receives are in regards to delays on the project. Many times, delays are a result of changes made by the customer. The company states, “Any change made will cause major delays to the project, even if the change only affects one square food.” General Steel also notes that their customer service and sales departments will try to solve issues with the customer and explain why there is a delay. If they do not accept their explanation, it is turned over to upper management to make sure the customer understands the terms and conditions of the contract.
Furthermore, the company has realized that most of the time, cost is one of the main reason for a customer not being satisfied with the level of service or products they receive. General Steel states that “Building codes are a big issue. Building the same building in different locations can make a big difference in the price and service for a particular building. For example, if the building is in an area that has a high risk for hurricanes, heavy wet snow, dry and arid, and very humid locations can cause a customer to be dissatisfied with the service or product.” The company works to explain to potential clients what they should expect, but in many cases complaints come from those that do not understand what the company has tried to communicate. If that is the case, the company feels as though there is not much that can be done to remedy the complaint and will close it out of their system.
Since General Steel has received complaints through Ripoff Report they have implemented mandatory ethics, compliance training and education programs for employees to keep up to date on new events and policy changes. The company states that they monitor all customer complaints to make sure they are doing everything possible to satisfy the customer. The company uses the Ripoff Report Consumer Advocacy Business Remediation and Customer Satisfaction Program as a sounding board for consumer inquires. Additionally, General Steel states that they have no unresolved customer complaints in the last year.
Jonah Goldman, Vice President of General Steel stated, “Our goal is to insure our customers that we are doing everything possible to solve the customer’s problems or concerns. We have a training room for regular training with videos and internet classes to show how and what the industry does to solve our customer’s concerns.”
Anyone who contacts General Steel for a pre-engineered building can expect guidance and direction unmatched in the steel building industry. We found that General Steel assigns impressive teams of experienced professionals to manage each phase of every single steel building project and these dedicated individuals will stop at nothing to make sure every new steel building project is as successful as the thousands of projects they have completed on time and on budget previously over the past two decades. General Steel also has a designated division of customer service representatives tasked with the sole responsibility of arriving at mutually satisfactory resolutions to any complaints or concerns. General Steel’s customer service division is one of a kind in the industry. General Steel listens carefully to client concerns and investigates each matter individually with its customer service review software for adherence to the company’s 100% satisfaction protocol. General Steel applies all instances to weekly continuing education seminars with its employees which focuses on customer communication, support, ethics and attention to project details. As the pioneer in the steel building industry, it is clear that General Steel is the model for customer service and has set the standard for business ethics which accompanies the superior quality steel buildings General Steel provides.
General Steel’s Vice President informed us during the interview that “the company’s corporate culture has been shaped and adjusted continuously by an undivided attention to customer needs.” He continued by expressing that “it does not matter how large or small your building is or whether you purchased your building from General Steel 10 years ago or last week, General Steel’s entire staff is at your service. And since General Steel is a debt free company our customers can rest assured that we will all be here when needed.”
The VP’s comments were clearly demonstrated throughout General Steel’s operation during Ripoff Report’s office visit. It should also be noted that the company’s undivided attention and culture of unlimited customer service to any individual who conducts business with General Steel is reflected by the company’s unprecedentedly low customer complaints track record of zero unresolved customer complaints since General Steel was established over 18 years ago.
General Steel Corporation / Statements from the owner.
”General Steel continues to be committed to educating our customers, and prospective customers, to make their building project a true success. Throughout recent decades General Steel has been the dominating force in the steel building industry, supplying our customers with the best buildings on the market and services second to none. We have carefully developed programs to help our customers in every phase of their projects from inception to completion. General Steel has teams of professionals to meet your building needs no matter how large or small.
Over the years I have seen many competitors come and go and try to imitate General Steel. Can you blame them? There is nothing wrong with striving to try to be like the industry leader. In fact, healthy competition always works out best for the customer. However, I have witness how the internet has greatly changed the dynamics in the industry. I feel an obligation to prospective buyers to speak out on this topic. I have seen and heard too many horror stories of how people just like you, fell victim to the “internet”. Now I am not suggesting that the internet itself is bad. The internet can be a wonderful tool for many things. However, there are two major pitfalls it has created in the steel building industry. The first problem is that it makes everybody look the same! That give customers a false sense of security. When all of the websites look relatively the same you should just be able to shop for the cheapest price, right? Well the answer is a resounding NO! Why you ask? Well I will cut right to the chase; most of those websites are just that – only websites! On the other end you have nothing more than a couple of guys and a computer. When you don’t have a legitimate company with true professionals backing you up, you can only imagine the catastrophic results that can happen. My hope is that I can keep this from happening to you. You need the strength of a company you know and can trust. General Steel’s thousands of satisfied customers can attest to that. The second problem I have seen develop is that people can post anything they want on the internet regardless of whether it is true or not. What’s worse is that websites post these disparagements without vetting them for accuracy. We have been finding that since our competitors cannot compete, our competitors will try to play dirty. They even have gone as far as pretending to be customers of General Steel and posting false complaints on the internet. Despite anything that you may find on the internet, General Steel has a complaint ratio that is unprecedentedly low in the industry. We will go to the most extreme lengths to make sure that our customers are taken care of. We are so confident that we can service your building needs better than anyone else that we invite you to fly out and meet with our team of professionals. After you see General Steel first hand, you will not want to risk going with anyone else. If you choose a different company after meeting with us, we will pay you back for the flight. It is a guarantee that no other company would risk offering! I know your project will be a great success with General Steel! And remember if you need to build, you need the General!
STATED IMPROVEMENTS FROM GENERAL STEEL.
”As a thriving pre-engineered steel building corporation and the clearly recognized industry leader, General Steel has not only the resources but also the experience created by thousands of successfully completed projects to evaluate, adjust and implement innovative customer service initiatives.
When dealing with other companies in the steel building industry you will find that your engineering expert, design expert, shipping expert and project coordinator are all the SAME person. In fact, it’s usually the same sales representative you spoke to in the first place. General Steel Corporation is exactly what the name implies, General Steel is a Corporation and has invested in specified divisions of experienced professionals who are assigned to each phase of your project to guarantee that the project is a success every step of the way. Each division takes pride in making sure the customer experiences 100% satisfaction and General Steel’s Customer Service division is no exception. General Steel has invested in state of the art computer software that has been developed for the management team to review each and every customer interaction in order to ensure every single customer has been taken care of completely.
Although General Steel is way ahead of the curve in regards to customer service and project success rate, the company will continue to reevaluate its service and execution of company initiatives in order to maintain General Steel’s track record of zero unresolved customer issues spanning the past 18 years and counting.
General Steel recognizes that complaints posted on Ripoff Report (whether true or not) are issues that need to be addressed, not ignored. If handled correctly, complaints can be valuable learning opportunities. With the feedback generated by Ripoff Report’s Investigation General Steel has established additional protocols for its customer service division allowing General Steel customers a more streamlined approach to problem resolution and a commitment to a great customer experience. It is clear with General Steel there are no hoops to jump through or gatekeepers, only quick mutually agreed upon resolutions.
In summary, after our investigation, which included a visit to General Steel’s Corporate Headquarters, discussions with numerous employees and top level managers as well as many of General Steel’s past and current associates, Rip-off Report is convinced that General Steel is committed to quality delivery of steel buildings and customer services resulting in total client satisfaction.
Read more about why consumers should feel confident when doing business with General Steel, a member of Rip-off Report's Corporate Advocacy Business Remediation & Customer Satisfaction Program. Yes, it’s a long name for a program that does a lot for both consumers and businesses alike.
Read about Ripoff Report Corporate Advocacy Business Remediation & Customer Satisfaction Program,.. A program that benefits the consumer, assures them of complete satisfaction and confidence when doing business with a member business. this program works.
As a matter of policy, when a business becomes a member of the Corporate Advocacy Program they agree to allow Ripoff Report to contact every client who filed a complaint so they can make things right with them. In order to confirm that the complaints were resolved, Ripoff Report is copied on all responses so we can insure that the member business did right by their customer ..
Click here to see what real customers have to say about General Steel Corporation.
NOW TO THE ORIGINAL REPORT THAT WAS FILED
General Steel Corporation Anthem Steel,Discount Steel or Capital Steel Industries Misrepresentation , misleading, price gouging, bullying, non- communicative, stressful and feeling of being trapped, Littleton, ColoradoOn initial contact with General Steel, I was quoted a price of $38,000.00 dollars. When my husband talked with the representative later that same day, he was quoted $52,000.00 for the same building.
The representative stressed the urgency to act quickly, due to a shortage of steel and probability of the price of steel doubling by the end of the year. After several conversations with the representative, we paid a non refundable deposit of $11,973.00 on 9/22/2010. We felt pressured to act quickly to avoid possibly paying double the price. At some point, he called and said that they had a larger building that was a clearance special for an additional $8,000.00. We felt that we should take advantage of this special price.
We were told that we would be contacted by someone from their planning/design department, who would work with us on design and placement of windows and doors. There was to be no charge for the plans. We were led to believe that the windows and doors were included. We were advised at a later date that the windows were not included, but they could provide windows (at a very hefty price). We contracted the windows thru a local man at less than half of what General Steel quoted.
They were supposed to provide two(2) walk doors and two(2) rollup doors. They provided one (1 ) walk door and two (2) overhead rollup doors. The track for the overhead doors was supposed to be a high rise track. We ended up with three (3) sets of track. The last set of track was a high rise style. We had to pay additional cost to get the correct track. And an additional $550.00 to have the overhead doors and track installed.
We were sent several sets of blue prints, due to things that were not correct. We had to pay for each. I placed several calls to the man in the design department. He was not available and I was told I had to wait for him to call. No one else seemed to be able to help me. After 2 weeks, he returned my call and stated that was his first day back at work. He had been off work, recovering from a ruptured appendix.
I naively thought that erecting the building was included in the cost. We hired a local man to erect the building. Mr Chandler had over 30 years experience in steel buildings and has an impeccable reputation for his knowledge, skill and honesty. Mr. Chandler had to spend several hours on the phone with a General Steel representative to get clarification on the blue prints that were sent. The final set arrived about 10 days after Mr. Chandler had finished erecting the building. Mr. Chandler said he would never agree to work with a General Steel building again.
We were charged a delivery fee of several thousand dollars. Mr. Chandler was on hand to unload the materials. The truck sank up to the axels in our yard and had to be towed out by Mr. Chandler, leaving large, deep ruts at our driveway. We had additional expense repairing the ruts.
Our sales person never indicated that General Steel was a broker. We were led to bellieve that everything was done by General Steel, not by several different companies. He said everything was in the warehouse and they would get it pulled and shipped. The roll up doors actually came from Clopay, a Memphis based company.
On 2/22/2011 we paid an additional $50,114.03 by cashier check. There were some payments made between the initial deposit and the payment on 2.22.2011. The records, at this time are packed in a box. (Best I can recall there was a $5,000.00 payment and maybe one for another $1500.00) Since this was started in 2010, I may not recall some of the details correctly, but I can get the box from storage and research more, if necessary.
The entire process of purchasing from General Steel was a very bad experience. I feel like we were pressured, bullied, deceived and manipulated. My husband was very distressed and said he felt trapped, since General Steel had almost $12,000.00 in the non refundable deposit. I would never reccommend General Steel to anyone.
This report was posted on Ripoff Report on 02/22/2013 10:24 PM and is a permanent record located here: http://www.ripoffreport.com/r/General-Steel-Corporation/Littleton-Colorado-80127/General-Steel-Corporation-Anthem-SteelDiscount-Steel-or-Capital-Steel-Industries-Misrepre-1018918. The posting time indicated is Arizona local time. Arizona does not observe daylight savings so the post time may be Mountain or Pacific depending on the time of year.
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