ComplaintsforDiamond Outdoor of the Carolinas, Inc.

• Initial Complaint

  01/18/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Had building installed Feb 2021. Have issues with siding, garage door and walk in door. It pops open, seal at bottom of garage door is not flush. Diamond Outdoors says they are not responsible it is in hands of installer. Installer has stood me up for a whole year. When calling diamond outdoors they leave you on hold and never come back. Installer makes appointments and never shows. Subcontractor that is responsible for concrete hasn't shown up to repair cracks since May 2022 and will not answer phone.

  Business response

  01/25/2023

  The customer states that his building was installed February 2021.  After checking our records for all of 2021 we found that his building was installed on January 7, 2022.  This does not negate the fact that his repairs are important and need to be attended to, however, as per the contract he signed at the time of purchase it was stated that any and all repairs should be directed to the sub contractor that installed the building.  We are the manufacturer of the building and we do not handle repairs as has been stated to the customer, but in this instance we do in fact have a copy of a repair order that was written up and given to the sub contractor.  We do want to apologize if the customer has experienced long wait times when calling our office.  There are only two people in our office and there are times that someone is on another call or away from their desk.  The wait time may be extended, but we are not in the practice of not going back to a call that has been placed on hold.  As far as the complaint about the concrete, that was not sub contracted through our office and we have no information on that sub contractor.  He will need to communicate with the office that the concrete was sub contracted through.  This has been explained multiple times at length to the customer, so we are not sure why the concrete complaint is still being directed to our office.  In an effort to resolve this issue we will give the sub contractor another copy of the repair along with this complaint and ask that our shop manager have a conversation with the sub contractor.  Hopefully this will get the needed repairs taken care of.  Regarding the concrete issue the customer will need to call 336-495-0850 and ask for the number to the concrete installer. 

• Initial Complaint

  08/12/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Bought two buildings from Diamond Outdoors. Both buildings have issues. Have spoken with them several times. Their subcontractor that installed the buildings will not answer or respond to phone calls. Have taken pictures of the issues and sent them to Diamond Outdoors. It has been over a month since install and to repairs made.

  Business response

  08/24/2022

  RE: COMPLAINT ID# ********

   

  This is in response to COMPLAINT ID# ********.  We are aware of this customer's issues and our shop manager is actively working with the installer to get this taken care of.  Any repair issues should be reported directly to the installer as they are NOT employed by our company, but separate self employed sub-contractors.  We do understand that there are times that it is difficult to reach the installer directly as in the case of this customer so our shop manager has been communicating with the installer.  The installer was in our office this morning and was given a copy of this complaint and was asked again to get this issue taken care of.  Our shop manager is working with the installer to schedule a job in the customer's area next week as the customer is over 3 hours from our location.  A copy of our contract has been attached highlighting our repair policy. This is the same contract the customer signed at time of purchase stating he understood this policy.  Any further complaints and or actions should be directed to the sub-contractor.  

• Initial Complaint

  05/11/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I paid the deposit in August of 2020 and now we are closing in on two years of it not being completed. November of 2020 concrete gets poured and then ONE YEAR LATE in NOVEMBER 2021 building is delivered BUT NOT INSTALLED. Today it is still sitting on the concrete just waiting for them to put it up. Then they call asking "have we put your building" and tell them no. Then they procced to tell they have lost my door and I can either pay more to get a another door since it cost more now or really no other option. I tell them just refund me the money for the door which they agree and now almost two months after that still no building erected and no refund on the misplaced door. They are also a part of Capital Building as well.

  Business response

  05/17/2022

  MAY 17, 2022

  In response to complaint ID #********
  
  As per Mr. *****'s contract our company is responsible for the building kit, which is in his possession, minus the 1-12X12 panel door.  We have processed a refund for the panel door and will be sending it via certified mail tomorrow, May 18, 2022.  Per telephone conversations with Mr. ***** he expressed that he did not want his building installed until he had the refund check in his hand.  We have enclosed a form for him to sign and return to us letting us know that he has received the refund check.  Once we receive the signed form our scheduler will re-enter his job into the rotation.

  Customer response

  05/17/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and I accept it. I am happy I don't wait any longer for my refund and will be making the decision whether to use them to erect the building. 

• Initial Complaint

  03/25/2022

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  This complaint is in response to a earlier Complaint ID: ********. I may have mistakenly given the wrong address for the business. In August of 2021 I placed an order with ******* ********* of Sophia, NC. I did this after a few of my friends had recommended them and doing my own research as to quality and price as well as having the building erected in a timely manner. I am going to attach a copy of my contract as evidence of the transaction if possible. "I was first told that the building would be erected 10-12 weeks after the concrete was poured. Concrete was poured October 11. The 10-12 weeks would have put it at end of December- first part of January. When January was here, I was told delayed would be first to mid-February. Mid-February came then I was told delayed again, would be first to mid-March. I called the first of March and was told 3 weeks. I called today and was told first to mid-April. I am very frustrated as I feel as though I may be being put back because of the price that was agreed upon before price increases over the past 6 months. ******* ********* was the sales company, and I was told to contact scheduling department at Diamond Outdoors. I am concerned because I don’t know what I will be told in April. All I desire is to have my building erected." I had filed my initial complaint on March 17. I called again on March 24 and was told a few more weeks. I explained that was the answer I had been given several times and ask her definition of a "few more weeks" that in my mind meant 2-3 weeks and was told at least 3 more weeks.

  Business response

  04/04/2022

  RE: COMPLAINT ID#********
  
  This customer has been scheduled for April 4th, 2022.  

  Customer response

  04/05/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and I accept it.

• Initial Complaint

  02/28/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On February 19, 2021 - a full year ago I signed a contract for a metal building and a concrete pad. I made an initial deposit of $936.00. On May 11, 2021, the concrete company subcontracted by Capitol Buildings (DBA Diamond Outdoor of the Carolinas) informed me that my grading was out-of-level and would require an additional 21 square yards to complete. I ordered the additional concrete. The only additional amount needed was maybe 3 yards - so I had to pay for the full 21 yards. I was refusing to pay the labor on the additional material but the guy from Capitol Buildings brought it to my attention that I signed a contract stating I would pay $225 per yard. ($168 per yard was for the actual material - the rest for labor) Therefore, I paid the laborers an additional $1026.00 to do nothing with a grossly overestimated concrete amount. As of this date, February 28, 2022, my metal building hasn't been delivered nor scheduled for delivery. I get the run-around every time I call requesting delivery and setup dates. I always get the same answer - "if not by the end of the month, then it will be next month". I have been told this excuse since I began calling in May. At this point, I would like for my deposit ($936) to be refunded as well as the additional amount I paid for "labor" ($1026) that was never performed.

  Business response

  03/07/2022

  IN RESPONSE TO COMPLAINT ID# ********
  
  This customer is already scheduled for a refund on their deposit.  We will be sending the customer a check in the mail.  

• Initial Complaint

  11/22/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  This company put up a building in March 2021. In April I contacted them about issues with my doors. They have promised since April to send someone out and fix the issues. To this date they have not attempted to come fix the issues. I have even attempted to get them to fix the issues with NC State Attorney General office since August 2021 and they have made several promises to get out and have not to this date. They have come up with excuse after excuse. First the date slipped by mistakenly then they would call me to set up a date. They blame the concrete company and the installer whom apparently left. Funny thing is they have never came to my house to prove this to be facts. They can’t get in my yard with out a key. My next solution will be small claims court.

  Business response

  12/02/2021

  We will be contacting this customer direct next week to get this taken care of.  It is always the installer's responsibility to take care of their own repairs and we ask that the customer contact the installer direct, however, in this case the installer is no longer with the company and our shop manager will be taking care of the issue.

• Initial Complaint

  11/09/2021

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I purchased a 30x41 building from Capitol buildings, the concrete for the building was poured 6/9/21 Diamond Outdoors is supposed to deliver and build the building, they say the received my paperwork on 6/11/21. At first I was told they are 8 to 10 weeks behind then I was told they were 10 to 12 weeks behind, then they started saying that they could not get the color metal I needed and now for the past at least 8 weeks they have been telling two more weeks. On 10/18/21 I called and was told they had a new supplier and should have the metal and other supplies in a couple of weeks so I waited two weeks and called again on 11/2/21 this time no mention of a new supplier but was told that they would be out in a couple of weeks to build my building and that they were putting me in front of other customers (just trying to make me feel bad probably) so today one week later 11/9/21 I called again to verify that someone would be out next week like I was told only to get the two weeks story again, I ask for a date to expect someone to show up and was told there were no available installers and the date couldn’t be given until a week to 3 days before it would be delivered. As of today 11/9/21 this has been going on for 5 months now, very unprofessional, no communication from them, I have to call them and it’s one lie after the other.

  Business response

  11/18/2021

  In regards to COMPLAINT ID#********:
  
  The customer's paperwork was received in our office on 6/11/21.  Building paperwork is not sent to us until concrete is poured.  Any time frames that have been given to the customer are estimates due to unforeseen delays such as, material shortages, weather, sickness, and installer availablility.  We did indeed inform the customer of the color sheeting he chose being on backorder.  He spoke with our office manager on 10-9-21 and she ESTIMATED delivery of materials in November.  It is correct that a firm date is not given until 3 days-1 week before delivery.  We do apologize that we are not able to call all of our customers in the scheduling rotation to update each delay before a date is given.  We simply do not have the manpower or time to call 2-300 customers per day.  It is our intention to get the customer's structure to him ASAP.  Our scheduling department will call him to schedule.

  Customer response

  11/19/2021

   I am rejecting this response because:
  
  The complaint I sent in shows the dates and explains what has happened, yes I was told they were having trouble getting a certain color metal but was told on a later call on 10/18/21 that they had new suppliers that would get them the metal and they should have the supplies to build in a couple of weeks so I called again 10/27/21 no mention of a new supplier just put me off for two weeks again and the same continues to go forward with the two more weeks excuse 

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩