ComplaintsforCarolina Carports, Inc.

• Initial Complaint

  10/06/2021

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  On 11/23/20 I placed a order for a 2 car garage. Total contract totaled $6126.02. I placed $574.00 down. The first week of December I had a concert pad poured and called and informed them the site was ready and requested that they upgrade the order with concert anchors. They said that was not a problem. I inquired about approximate time of delivery. Young lady said they was scheduling around the 4 of January but winter would likely interfere. I called back first week of February. AND. WAS TOLD POSAABLEY THE LATER PART OF FEBRUARY. SINCE THEN I HAVE CALLED SEVERAL TIMES AND SENT EMAILS AND HAVEN'T RECEIVED A RESPONSE . I fill like a bill collector instead of a paying customer! In 48 days it will be a full year since I signed the contract . Have a new boat that needs winter shelter and still cabinets setting out side. Please fulfill your contract.

  Business response

  10/07/2021

  We certainly apologize for delay. In this area were are fairly caught up so this is not at all typical. 

  The previous representative that Mr. ******** was working with is no longer employed at CCI. She had failed to release this order from hold and I located it in the hold folder. I have activated the order and we will be expediting. We will contact with a date within the next 2 weeks, weather permitting. 

   

  Sincerely,

  Heather S****

  CCI General Manager

• Initial Complaint

  10/05/2021

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  I ordered a carport from Viking Steel Structures. and paid a deposit of $307.50 on 3/31/2021. I was told 10 to 12 weeks delivery and installation. I have not heard from anyone of when it will come. I made calls and sent emails to Robert S***** the salesman who I paid but nothing. It has been over 6 months and still nothing. All phone line says the mailbox is full.

  Business response

  10/06/2021

  I am in receipt of the complaint being filed by Mr. ******.

  CCI does observe a policy under which orders below $5000 are not guaranteed a lead time. Mr. ******'s order is in a route to be scheduled within the next 2 weeks assuming weather cooperates. 

   

  Sincerely,

  Heather S****

  CCI General Manager

  Customer response

  10/08/2021

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and I accept it. After 2 weeks if I do not have the carport delivered and installed I will file another complaint. It has been 6 months while I was told 10 to 12 weeks. Thank you for your time.

• Initial Complaint

  10/05/2021

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  We have a contract to have a garage built from over a year ago. Carolina Carports is the national supplier and *** ******** ***** is the local vendor to perform the services. We have tried to reach out to *** ******** ***** numerous times with no response. We called Carolina Carports Inc and they told us they can get us in the schedule but not til the beginning of next year now. We have other projects on hold because of this and also due to this proposed timing it would mean shutting down our heat with 2 children under 2 in the house in the middle of winter.

  Business response

  10/06/2021

  CCI spoke with Mr. ****** in March of 2021. We were advised that they would not be ready for delivery for about 6 months. Mr. ****** was advised that the order would be placed on hold. 

  All lead times begin when the customer is ready for delivery and CCI receives confirmation of such through the submission of site photos. Mr. ****** called to inquire about delivery and let us know he was ready in August 2021. Based on this ready date and the number of orders in front of Mr. ******, his anticipated lead time would put him being delivered after the new year in 2022, assuming weather is cooperative. 

  Unfortunately due to the influx of orders in the this area we are unable to provide delivery any sooner. We are happy to flag this order for a work in should any customer not be available for delivery when offered. This would be a rare occurrence since all customers are currently waiting extended amounts of time. 

   

  Sincerely,

  Heather S****

  CCI General Manager

  Customer response

  10/06/2021

   I am rejecting this response because:
  

   

  Hi Heather,

  Thank you for the reply however, it demonstrates a lack of thorough review based on the dates you provided. We signed a contract in September of last year for services and at the time were told 7-8 weeks for completion of the building, of course depending on multiple factors. On January 19th, we were advised by Yasmin "I have you pulled into a truck route for a possible February install. That will all be weather permitting. We will contact you 3-5 days prior to the actual delivery date."

  That order did not come through prior to our need to place the order on hold which was done on 3/2/21. So over a month later there was still no delivery from when we were told we were being pulled into a route. On April 20 we advised we had been trying to reach out to Yasmin to get back on the schedule; "Good afternoon. I have tried to reach out to Yasmine, but she has an out of office message up. I am reaching out because I had put my garage on hold temporarily. I am now ready to resume this project, and need to be added back into the schedule. Please let me know if there is a specific contact I should be reaching out to instead."

  We heard back on 4/20/21 from Chris W******** at the ******** ***** advising, "I will get in touch with her and let her know."

  From there communication became poor to nonexistent despite our multiple calls and emails. In August, we reached out to CCI directly and spoke with Amanda C. We provided all of this documentation previously to her so please be sure to follow up with her directly on a go forward since now to add insult to injury a thorough review on CCI's side does not seem to have been done for this complaint. 

  We should have been placed back on the schedule back in April not in August. Given that 4 month difference and your estimated current timeframe of a delivery at the beginning of the new year, 5 months from August, it seems fair that delivery should be made this month to be consistent with the timeframe that should have been.

  We cannot wait any longer. Please either fulfill services this month or refund us in full. 

  Thank you,

  ***** *** ***** ******

  
  

  Business response

  10/07/2021

  At no point has CCI been on an 8 week time frame in this area. We do continue to operate if weather allows throughout the winter months but northern orders are not officially released until Spring of each year. If you were pulled into a route, that would have been weather permitting but at no point would that have taken place within 8 weeks. 

  When you placed your order back on hold, whether you became ready again in April or August, you would essentially be at the back of the line. When we release orders in Spring, we process all the 6 months of order built up over winter. Since you went back on hold in March, your order would be at the back of the line. 

  Since lead times are based on ready dates, even if we consider April as the ready date, you would still be looking at the end of this year, first of next for delivery. 

• Initial Complaint

  10/04/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I ordered my garage on 3/11/2021 and at the time I was informed that there could be a significant wait for installation. I was patient and the contractor finally arrived on 8/5/2021 to install the building. Unfortunately, the contractor did not bring the material needed to complete the building. Apparently there was some miscommunication with the manufacturer in ********, MO which caused them to bring the wrong material. As a result, the following issues arose: 1. There was no green wainscott material as called for in the contract 2. Insufficient siding to complete the installation was sent with the contractor. As a result he was unable to frame in the garage door opening which is preventing me from installing the garage door and using my garage. I have been waiting two months for the contractor to return and finish a one hour job (his estimate). I've called both the ******** plant and the corporprate office several times and get no response.

  Business response

  10/05/2021

  I am in receipt of the complaint being filed by Mr. ********. We are typically only in each area every 12 weeks. I believe that Mr. ******** has spoken with our customer service manager for this area and she has advised that this should be taken care of within the next week, weather permitting. 

   

  Sincerely,

  Heather S****

  CCI General Manager

  Customer response

  10/05/2021

   I am rejecting this response because: I was finally able to talk to a representative but she informed me that I would be contacted in 2-3 weeks to schedule a time to complete the work. She mentioned nothing about the work being done next week. She also informed me that this work was classified as a repair and that my warranty started Aug. 5, the day the installation started. When I informed her the installation had not been completed so the warranty should not start until the job is done she said she wasn't going to argue with me. I want clarification, in writing, concerning the beginning of the warranty period. I'm not sure when I will be contacted to schedule the completion of the installation, especially given CCI's reluctance to call customers back.

  Business response

  10/06/2021

  The 1 year warranty is with regard to workmanship. It begins at the commencement of the project. The information the ladies provided is correct. The workmanship warranty is anything related to the installation of the product, it is not a component warranty. 

• Initial Complaint

  10/01/2021

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  A purchased a shed from Carolina carports in July paid and full over 15K someone was supposed to come October 1st to install shed no call no show been trying to call them all it does is hang up sent emails get no replies, and when someone answers they hang up the phone.. I understand they may be short handed I get that but at least have the Courtesy to call the customer back

  Business response

  10/04/2021

  I am in receipt of this complaint and was able to locate the order under ***** *****. 

  This order was schedule for October 1st and to our knowledge was installed. 

   

  Sincerely,

  Heather S****

  CCI General Manager

  Customer response

  10/04/2021

   I am rejecting this response because: Yes they were scheduled to install the garage  10/01/2021 NO CALL NO SHOW and we were here all day!! No one has tried to contact me or my husband Ive been trying to call them since Friday I tried speaking with someone on Friday she was VERY RUDE and unprofessional and hung up on me, when you call it rings for a few times them it hangs up on you stating this BOX IS FULL, we are just trying to get our garage built.. I totally get they may be behind I get that all were asking is for someone to contact us to keep up updated with the correct information , and when they say there coming out to install we expect them to do so..
  
  
  

  Business response

  10/06/2021

  As previously mentioned, the contractors check in on Wednesday's. We had attempted to contact the crew following your complaint with no response. The crew checked in this morning and stated that they failed to load enough materials for the building. We are working on a reschedule date and will advise as soon as we have a contractor secured. We apologize that the contractor failed to follow protocol in notifying the customer and CCI. 

   

  Sincerely,

  Heather S****

  CCI General Manager

• Initial Complaint

  10/01/2021

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  We ordered a metal building on 2-26-2021 to be provided by Carolina Carports. As of this date we have not been able to communicate with the vendor nor have they contacted us to schedule installation. Very concerned that they have gone out of business and scooped our money ($1337.60). Can you assist?

  Business response

  10/04/2021

  I am in receipt of the complaint being filed by the *******. Our last conversation with the customer was in July. We were informed then that the area was not ready for installation therefore the order was placed on hold. The customer has yet to provide site photos in order to release the hold. 

  We are happy to activate the order upon receipt of the site photos which can be submitted to *******@carolinacarports.com. Also, I would like to note that CCI does not receive any payment until the unit is installed. The down payment made by the customer is retained by the dealer as their commission for the sale. 

   

  Sincerely,

  Heather S****

  CCI General Manager

  Customer response

  10/04/2021

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

  We have forwarded pictures to the email address provided. We have submitted photos 2 previous times to text number we were told to send them to with no response.

• Initial Complaint

  09/30/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I had a carport garage installed on 08-2-2021 and finished on 8-3-21. There was a gap left on facial and soffit open where you can see the inside ceiling from the outside, where the bolts were never put in. We notified the company on 8-4-21. We also have a lot of problems with the garage doors opening and closing. We have called many times because we couldn't get a door down until we paid someone to get it down. We can't finish the inside with insulation till we get the hole fixed. I paid $9258.65 on Aug 3-21 when they supposedly finished.

  Business response

  10/01/2021

  I am in receipt of the complaint being filed by Mr. ****. 

  Mr. **** did report his concerns to CCI and a service order has been issued. We are typically only in each area every 12+ weeks and Mr. **** is being serviced under his workmanship warranty. We will notify Mr. **** 2-3 days in advance of arrival. 

  As a side note, it appears that Mr. **** intends to make alterations to the structure. It is important to note that if any alterations have been made or if he makes future alterations, all warranties on his unit will be void. 

  Sincerely,

  Heather S****

  CCI General Manager

• Initial Complaint

  09/30/2021

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I ordered a building on Oct.2 2020. I was told that it would be delivered in about 12 weeks. I called mid Jan. to see when to expect delivery and was told they would call 3 to 5 days before. Called again in March and told the same thing. I called again in April and was asked if my building was more than 5000 dollars or less. Which my order was less so then was told they would call 3 to 5 days before delivery. I gave up and ordered from someone else and its been up for 3 months. Went back to the place where I placed the order and was told they didn't sell for them any more. It would seem that they would have made some effort to contact me but no such luck. I would like my deposit back

  Business response

  10/01/2021

  I am in receipt of the complaint being filed. Mr. ***** will need to redirect his complaint to the dealer which he purchased from. CCI does not receive any portion of the down payment, in fact, we receive no payment at all until the unit is constructed. The dealer retains the down payment as their commission for the sale. 

  It is important to note that the terms, conditions and warranties is clear that down payments are non-refundable, however, I am not at liberty to speak as to the dealers specific policies. 

   

  Sincerely,

  Heather S****

  CCI General Manager

  Customer response

  10/01/2021

   I am rejecting this response because:
  
  I guess I don't know why this is a dealer issue.  I didn't cancel the order it was never delivered. I don't know how long they expect you to wait.  We were told 12 weeks and its been a year.  I was in  business for 50 years and would have never treated a customer in this manner. I'm not worried about the deposit. Live and learn. 

• Initial Complaint

  09/29/2021

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  We ordered our carport September 10, 2020 and was told it could take up to a year to install. As it has been more then a year and no contact from Carolina Carport I called and had been informed I will still have to wait. They say they do not give lead times on orders under 5000.00. After being transferred to 3-4 different people still no time as to when my carport will be installed. If I ran a business like that I would imagine I would not be in business for long.

  Business response

  09/30/2021

  I am in receipt of the complaint being filed by Mrs. **********. I personally spoke with Mrs. ********** yesterday as did the customer service manager for this area, Amanda and our senior customer service manager, Valerie. 

  Each have explained that there are no stated, estimated or guaranteed lead times for orders in this price range. Most customers in this price range are waiting no less than and in excess of 1 year for delivery. Mrs. ********** became very agitated during our conversation and began screaming, cursing and calling me degrading names despite her husbands pleas for her to calm down and stop which led to her eventually telling him to "shut up, she would do what she wanted". She accused everyone here of lying about our positions, titles, process, procedures, policies, etc. I told her that if she continue to cuss and call me names I would disconnect the call. 

  I explained to Mrs. ********** that we are happy to continue to work towards a delivery date and would not be able to provide estimates in advance. We will call 2-3 days ahead of installation. 

  Sincerely,

  Heather S****

  CCI General Manager

• Initial Complaint

  09/28/2021

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  I originally filed a complaint on 9/9/21 with regards to long wait time for the installation of carport and the inability to get a hold of anyone at CCI. After filing the complaint we were contacted by CCI and they were scheduled to come out on 9/17 to install the carport. On 9/15 CCI called to reschedule for 9/18. Then they rescheduled again for 9/21. We canceled a trip so we could be home!! Installers arrived at 6pm on 9/21 and said it would take them until about 10:30 pm to install. But, said they didn’t have the necessary anchors for a gravel installation. They said they could put it up and come back to anchor it. I said I won’t pay until job is complete. They said they couldn’t do that. I knew if I paid I would never see them again. I talked to Theresa on 9/22 and she said she would get someone out ASAP since we were already rescheduled 3 times. We haven’t heard from her and I have tried to contact them 3 times with no success. Please HELP!

  Business response

  09/29/2021

  I am in receipt of the complaint being filed by Mr. ******n. 

  Teresa is working on a new schedule date and working to expedite this. We will notify the customer 2-3 days in advance of arrival. It will take more than 7 days to coordinate as our contractors are projected out further in advance. In addition, the contractor completed the other orders on this load so we will have to pull another full route to meet contractor quota. 

  We are working on this diligently and will provide updates as they are available. 

   

  Sincerely,

  Heather S****

  CCI General Manager

  Business response

  10/06/2021

  While we certainly appreciate your opinions that just is not our business model. We schedule all orders 2-3 days in advance in order to closely monitor weather in each area. Additionally, we monitor the contractor routes as there are possibilities that the contractors can run ahead or behind due to circumstances beyond our control. 

  Drop off would still ship with a contractor so that would not expedite delivery. There are no installation instructions as these are site built kits in a specialized market which the contractors are specifically trained to complete. 

  The only option to expedite would be to pick up at one of our locations. Pick ups must be paid in full prior to the pick up date with certified funds and pick ups are arranged through our parts department. Transportation and load security are the responsibility of the customer. There is a 15% discount for pick up orders. 

  At this time we are actively working on a schedule to get this reshipped unless you specify that you would prefer a pick up option. 

   

  Sincerely,

  Heather S****

  CCI General Manager

  Customer response

  10/06/2021

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and I accept it. We are not in a position to pickup this order.  We will just wait for you to schedule us.  I just hope it happens before the snow flies.

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