My experience with Pro Steel Structures…
My experience with Pro Steel Structures has been extremely disappointing.
I paid $2,987.79, which the company characterizes as a separately charged, nonrefundable “Dealer Service Fee.” Approximately eleven days later, I informed the salesperson that an unexpected death in my spouse’s immediate family had created relocation uncertainty and that we could not proceed as planned. During that conversation, I was told that work would not begin until I provided proof of a completed concrete slab.
Pro Steel Structures later refused to refund any portion of the fee, asserting that it had already been earned through order processing, building configuration, engineering coordination, administrative setup, manufacturer coordination, and scheduling.
I repeatedly asked the company to provide existing, project-specific records showing what work had actually been performed before I notified the salesperson—including engineering documents, manufacturer submissions, configuration records, dates, and other work product. As of this review, the company has repeated its general description of the fee but has not provided documentation identifying what specific project work was completed, when it was completed, or whether my project was actually submitted to an engineer or manufacturer.
The company also stated that it is incurring additional employee costs each time it responds to my requests. In my view, time spent responding to a later dispute does not demonstrate that nearly $3,000 in project-related services had been performed before I said we could not proceed.
I understand that the signed agreement labels the fee nonrefundable and earned upon receipt. Nevertheless, prospective customers should understand that this fee does not apply toward the cost of the building and that the company’s position is that it may retain the entire amount even if the project does not proceed shortly after payment.
Based on my experience, I would strongly recommend that prospective customers obtain written clarification before paying regarding:
• Exactly what work begins immediately;
• Whether the fee is applied toward the building;
• What records or deliverables they will receive;
• Whether any portion is refundable if circumstances change; and
• Whether work truly begins before the concrete slab is completed.
I regret doing business with this company and would not recommend paying the Dealer Service Fee without first having the agreement independently reviewed and fully understanding that the company may refuse to return any of it.
Resposta da Prosteelstructures
Mike, we are sorry this situation has reached the point of a public review, but there are several important facts and portions of the timeline that need to be clarified.
Our invoice and Sales Agreement clearly identify the $2,987.79 payment as a Dealer Service Fee, explain what the fee covers, and state that it is earned upon receipt and non-refundable. These terms were disclosed before payment was made. Your review also acknowledges that the agreement you signed states that the fee is non-refundable and earned upon receipt.
We also need to clarify the timeline surrounding your cancellation request.
When you initially contacted us about canceling, the reason provided to us was that you were moving and could no longer proceed with the project. After we explained that the Dealer Service Fee was non-refundable pursuant to the agreement, we offered an alternative rather than requiring you to immediately proceed with the building: we offered to place your project on hold so that you could move forward at a later date. You agreed to that arrangement.
The explanation concerning a death in your spouse's immediate family was provided later. We certainly sympathize with anyone experiencing a death in their family, but that was not the reason initially provided to us when cancellation and a refund were first requested. More importantly, a subsequent change in personal circumstances does not change the payment terms that were disclosed and agreed to when the order was placed.
There also appears to be a misunderstanding regarding the concrete slab. A completed and approved slab is required before the project can move into certain production and installation scheduling stages. It does not mean that Pro Steel Structures performs no work on an order before the concrete is completed.
Our paid staff begins working on an order upon payment. This includes order processing and setup, reviewing the building configuration and specifications, handling applicable tax and administrative requirements, establishing the customer file, project coordination, applicable manufacturer communications, and other services described in the Sales Agreement.
Canceling an order 11 days after payment does not undo work already performed, nor does it convert an agreed-upon non-refundable Dealer Service Fee into a refundable payment.
The Dealer Service Fee is also not represented as reimbursement for $2,987.79 in third-party invoices. Employee time, administrative processing, order management, customer support, coordination, and company resources all have a real cost even though each activity does not generate a separate outside invoice.
We respect every customer's right to leave a review, including when they are unhappy with an outcome. However, we also believe prospective customers deserve the complete context. The Dealer Service Fee and its non-refundable nature were disclosed in writing before payment; you agreed to those terms; you later requested cancellation; and when we offered to place the project on hold instead, you agreed to that option.
We encourage every customer to read their invoice and Sales Agreement before making payment and ask questions about anything they do not understand. We are happy to explain our fees, cancellation terms, and ordering process before an order is placed.
Because you have indicated that you are pursuing this as a contractual/legal matter, we will not publish your private communications or customer records in this forum. We have retained those records and will address any further contractual issues through the appropriate channels.
