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.
