ComplaintsforCarolina Carports, Inc.

• Initial Complaint

  06/20/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a metal building from **************. During the planning period I spoke with representatives about how the structure would be used as an event center and if the building and materials (tin, and frame) would serve this purpose. After I was assured the structure would be a perfect fit we proceeded with the design. I was never told that once sheetrock was added to the walls of the ************ it would void the warranty. Carolina Carports delivered and completed construction and it wasn't until months later when we started getting heavy rain that I noticed the windows and doors were leaking. I took pictures of the windows and noticed they were not properly sealed. The cut outs are bigger than the window and the open space allows water to come in from the outside. I called several times and after about 4 weeks of not hearing back about being on a schedule I received correspondence asking for pictures of the inside of the structure. I asked the representative about what i could do to fix the leaking windows and doors while im waiting to be put on the list and she said nothing becuse if i seal them it would void the warranty. I sent photos and was told because drywall was added inside the warranty was void. Even though the windows were leaking from the outside due to poor installation and pictures showing the wholes and open space I am left finding an attorney, replacing drywall, getting rid of mold, and hiring a contractor to properly seal the windows and doors. I was hoping the company would recognize the mistake made by the contractor in the beginning and fix the problem. Contract does say altering voids the contract and it also says "Base Rail Leaks. CCI does not seal under the base of the unit and is not responsible for leaks under the base rail". It doesn't say they dont seal or arent responsible proper installation of the windows and doors. I am requesting that someone seal the windows and doors that were not sealed upon installation.

  Business response

  06/21/2024

  We are aware of the customer concerns as she had also did a ******************** review.

  To be clear, CCI was never advised of any plan to upfit the unit for this purpose. Our buildings are not and never have been rated for any form of occupancy. The buildings are very clearly rated per the plans as storage use only. The building can be upfitted for occupancy but that requires that the customer hire an engineer, architect and contractor to apply for the appropriate permits and submit the appropriate plans to the county to bring the unit up to habitable code. If the customer was misinformed by another party, then we would suggest that those concerns be addressed directly with them. However, all paperwork for this unit clearly shows storage use only. 

  Additionally, I have attached the terms and conditions. It very clearly states in item 2-B that ANY alteration voids all warranties. I have also attached 2 images that were forward that show clearly that this unit has been heavily altered with sheetrock, drop ceilings, etc. This unit has no warranty. We cannot begin to address concerns with the type of alterations made to this unit. 

  We apologize if the customer was misled by another party. We are hopeful that they followed proper procedure for upfitting this structure. Otherwise, this would be a very large violation of the state, county and city regulations. 

  Sincerely,

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

  CCI General Manager

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

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

  Customer response

  06/21/2024

   I am rejecting this response because:
  The product (windows and doors) were not installed properly and improper installation in new construction is the very core of the problem. The appropriate permits and plans had to be submitted before the building could be delivered and installed. However, the county/ town does not require any codes so violationsare not of any concern. The concern is honoring the improper installation of windows and doors. The contract doesn't state that the windows and doors wouldn't be sealed it says the bottom frame wouldn't be sealed. During the design process of my custom building "storage or garage only" was never mentioned by a representative from ****'s Factory or placed in the paperwork. The photos clearly show the space and holes made during the initial installation of the windows and doors and there is no sealant around the holes or in the spaces around the windows. The company should be responsible for work and the lack of work done by contractors. If the unit was for storage or a garage; hanging a hammer would void the warranty per there contract because that is considered altering the building. The company is responsible for the damage/mis cuts made to the outside of the building during initial installation which caused the leaking due to no sealant around them. The company should care about the quality of there work and the satisfaction of there customers instead of finding reasons to not fix problems that are caused by contractors. Work being done inside the building doesn't affect the structural issues and shouldn't prevent Carolina Carports from fulfilling there obligations to properly install and seal the windows and doors.
  

• Initial Complaint

  05/09/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  The building was incorrectly installed as well as anchored in the ground on 04/30/2024. We paid $12,150. The business is Carolina Carports DBA American Steel Buildings. They were hired and paid to correctly install and anchor down the building. The contractors finished at night and I wasnt able to inspect the final product until the following morning. Upon inspection, I took videos and pictures and sent them to the salesman, *******************, who indicated via text that the building wasnt completed, panels were bent, window trim wasn't correct and asked that I send the information to the install coordinator ******** (no last name given). I sent two emails to ******** and didnt receive any response. I then emailed the general email address listed on Carolina Carport website twice and they as well have not replied. The invoice number is ****** and was installed in ***** by contractor *****************.

  Business response

  05/13/2024

  I am in receipt of the customers concerns. 

  It is my understanding that he has spoken verbally with ******** in scheduling. She has advised that the photos and information have been reviewed in order to generate a service order. She has explained that they will be working on a schedule date and advise in advance. 

  We certainly apologize for any frustrations and assure that we will attend to the concerns noted. 

   

  Sincerely,

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

  CCI General Manager

• Initial Complaint

  04/24/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Purchased a carport from Alans Factory Outlet and paid a deposit. Apparently they then go thru Carolina Carports. Was called by an unknown person from an unknown company to say that delivery / installation would occur on April 15th in the afternoon......stayed home and at 3 pm they called to say they wouldn't make it. They said they'd be out the next week TODAY, April 24th. Yesterday I confirmed with them they are coming and got confirmation via email and text that they would be here today. NOTHING NO ONE SHOWED UP, NO CALL, NO DELIVERY, NO COMMUNICATION, NO ONE HAS ANY ANSWERS OR IS ANSWERING. We will now have to stay home a 3rd day should they ever decide to show up

  Business response

  06/04/2024

  I am in receipt of the customer's concerns. According to our records, the customer was originally scheduled for April 15th. The largest customer on the load failed to get the proper permit and the load was returned. The customer was rescheduled for the 24th. The contractor was running behind and has indicated that he did in fact attempt to contact the customer after office hours to advise that they would arrive on the 25th. The unit was successfully completed on the 25th. Per the contract terms and conditions, CCI is not responsible for unforeseen delays in delivery. 

   

  We currently have this order in house in collections status. We would greatly appreciate the customer paying for their unit in a timely manner. 

  Customer response

  06/19/2024

   I am rejecting this response because:  

  This company has decided to outright lie about this event.  They claim they called me to say that their installation team would not make it and would be there the next day.  COMPLETE LIE, they never called me and in fact I texted them until 9:30 pm.  Attached is the screenshots of my text to them and you can see that they never contacted me and IN FACT RESPONDED THE NEXT MORNING THAT THEY DIDN'T KNOW WHAT HAPPENED OR WHERE THEIR INSTALLER CREW WAS.  

   

  It is also a lie that they called and said they would be there the next day.  We were dressed and headed out the door when the installation team arrived without any notification whatsoever and this caused us to have to miss a 3rd day of working.

   

  Now they claim that my account is in collections.  I was told that I would pay the installers.  They arrived and said that Carolina Carports would contact me for payment.  They did so about a week later and said they would send a payment link.  NEVER RECEIVED IT.

   

  Everything about this company is a lie 

   

  Respectfully submitted,

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

  
  
  
  

  Business response

  06/19/2024

  We appreciate the customer sharing the information they have on hand. 

  Our NC Headquarters closes at 4pm EST Mon-Thu and at 3pm EST on Friday. The text comes through a voice over IP phone system, this is not a cell phone they are texting so no one would have been available to respond to those texts at that time of night. The morning following those texts, ********, the Texas rep followed up with the ** division and the contractor. She then followed with a call to the customer after learning that the crew was in fact on site installing. The calls that we referenced previously were from the crew, not directly from CCI. 

  The customer has been sent payment links multiple times. Once from ******** and twice from our collections department. It is always possible that those can go to a Spam folder. The payment link will arrive through CardPointe and references Carolina Carports in the subject line. In addition to sending the payment links, the customer spoke with **** in our collections department on 5/16/2024 at 2:10pm. The customer requested another payment link which was again sent. To date, the customer has not paid their bill. I will personally send them another payment link today. 

   

• Initial Complaint

  04/06/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 11/18/24, we paid a down payment $2,571.03 & ordered a 20 x 45 metal building from Carolina Carports, Inc. in Dobson, NC. I was incorrect with the measurements in my previous review. The start/finish date told to us did not happen & happened weeks to a month later. Excuses after excuses were made for delays by the ** representative *************************. Once scheduled, the ** representative ******** was told that we would be at work that day & both of our jobs were approximately one (1) hour away. Upon leaving for work that morning, no contractors had arrived. I leave at approximately 7am & my wife at approx. 8am. I received a call at approx. 12pm from a person saying that his crew was at our home, asking were we there. I said no that we were at work. My wife had to take off & drive home to meet them because as he said someone had to be there to tell his crew where & how the building had to be constructed, even though they had the site plans. She missed nearly half a days work. They began the construction at 1:30pm based on photos taken. At this time of the year, it is dark by approximately 6pm. They continued to work by flashlights until after 8pm. They were not at our home when we left for work the next morning either. They finished the building after 8pm the 2nd night working from 6pm until after 8pm by flashlights. I had to complete the walk through inspection after 8pm by flashlight with a person who ****** spoke any English. After the walk through, I found the front door to be catching on the frame & popping every time fully opened & closed. After approximately 30mins working on the door, he said it was fixed. The next morning I found that they had used a side grinder to grind down the side of the door and door frame. This is just one (1) of approximately fifty (50) issues found. I called the contractor as he told us to if we found problems. I have since learned he is not even a contractor with this company & was subcontracted by the contractor. The cost was 40K

  Business response

  04/09/2024

  I am in receipt of the customers concerns. 

  ****'s Factory Outlet is the salesperson, they collect a commission for the sale of each structure. CCI is not directly involved in those transactions. The order is sent to CCI to manufacture. Once the customer is ready for delivery, ********************** gets all the materials ready. The contractor/installer purchases the materials from CCI and provides install. 

  In this case, the customer purchased on 11/18/23. He was installed on 2/5/2024. The retail cost of his unit was $16732.25 plus tax, not $40,000. 

  Each contractor observes their own daily work scheduled, they are not employed by CCI so there is no set time frame. Most crew start as early as daybreak and work until or after dark depending on weather conditions. In this case, this unit is not large enough for a full truck load so this contractor would have had multiple projects in that area at once. 

  After install on 2/5/24, CCI never heard from this customer with any complaints or concerns. He finally contacted on 4/4/24 and spoke with ******, the ** representative. He claimed that he had been speaking with the contractor directly. He never contacted CCI to report any concerns. ****** attempted to get information from the customer in order to issue a service order under the 1 year workmanship warranty. The customer stated that he was contacting his attorney and hung up on ******. She attempted to call back with no returned call. She texted the customer as well letting him know that we need photos of the concerns he is referring to. We cannot issue a service order or know what materials to bring if we have no record of the areas of concern. 

  Since, our management team has attempted to contact the customer by phone, text and email with no returned call. We are happy to work with this regarding any validated concerns, but in order to do so, we need the customer to communicate and cooperate. The customer is still well within this warranty time frame. 

   

  Sincerely,

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

  CCI General Manager

• Initial Complaint

  04/02/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Transaction date is ******* of 2024 I contracted with Viking Steel to build a barn. The barn was build the week of February 27th. It was finished that same week and all was done per the contract. The issues were as follows:There are 2 vents opening that were not made to the correct size. The vents were on location, so they had the exact measurements. The lean too on the back of the barn started leaking after the first rain. They did not put in the required flashing.The two roll up doors do not work properly. They said I could upgrade, but I want to see if the door can be fixed first.There is a small hole in the roof. I can see daylight through it. New issue.I have been trying to get them to fix it for the past month. ******************** keeps telling me she has a ticket open and is waiting on a date for them to come out. Still waiting for this date.******** (the home office rep) and **** (the salesman) are no longer responding to my request for this to get fixed.I have filed a dispute with the credit card company

  Business response

  04/02/2024

  Good afternoon Mr ************,

  We are so sorry you have had issues with the install of your structure. ****** is the dealer that you ordered through so we are certainly here to help you throughout the process however we are not the manufacture you have a contract with. Viking has not control over their install process not their repair process. The balance due that you have disputed is due to them not VSS. I would be happy to reach out on your behalf to see if I can get any tyoe of update or information. Unfortunately, we are only an independent dealer which matches manufactures to your area and have no say in their scheduling. I have attached a copy of your contract so you can have their contact information. Again, I will be happy to help in any way I can. PLease feel free to call me directly at **************

  Customer response

  04/02/2024

   I am rejecting this response because: I dont need to know who is not responsible for getting the repairs done. I need to know when it will get fixed.  
  
  
  

  Business response

  04/04/2024

  Both CCI and Viking have received a complaint for this customer. 

  The customer did not provide the rough in measurements for the vents. The contractors frame based off the measurements provided by the customer. They do not measure the customers personally purchased items on site. However, we have agreed to reframe. Both CCI and Viking have been in contact with the customer and advised that a service order has been for all concerns. The customer will be contacted 3-5 days in advance of arrival. 

   

  Sincerely,

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

  CCI General Manager

  Customer response

  04/04/2024

   I am rejecting this response because:

  The customer did not provide the rough in measurements for the vents.   True
  The contractors frame based off the measurements provided by the customer.  False

  I was never told that they would not take the measurements off the actual vents.

  They do not measure the customers personally purchased items on site.  False

  They did take the measurements off the vents on site and never said that was a problem or issue.

  I will provide the measurements for the vents.
  

  A date of April 16th has been set for the repair of the Lean too, roll up doors, vents and hole in the roof.

  I am good with putting this on hold until after the 16th of April.
  
  
  

• Initial Complaint

  01/30/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Company was scheduled to install 40x30 shop on 3 November 2023. They had not shown so I called at 1430 and 1530. The company assured me the installers would be there that day. Needless to say, they did not show until 9am on 4 November. They spent until 11pm installing on 4 November. It was obviously very dark when they finished. Had to inspect as best I could by flashlight... In the coming days, I noticed several issues but it rained and every single seam in the building leaked. I sealed the bottom of the shop at the slab, around the doors, and around the windows. However, they all still leak. The windows themselves are not sealed and they hold water. Several places exist where screws were removed, including the roof. Water obviously pours into these holes when it rains. There are sheets that are not even attached. A couple of places have empty holes that don't make any sense, specifically in the corners. Every single seam leaks when it rains, without fail; especially the windows There are also rows of screws missing that should be installed. I have emailed the company; 11, 13, and 14 November 2023, and i have called more times than I can count. However, they have refused to return contact. Had I known this was the "kia" of metal buildings, I would have taken my business to someone else. I did not use them because I needed to save a dollar. I trusted they would do the right thing. However, they have fallen very short of that. I have given them three months to respond but I have not received an email or voicemail from them concerning these issues.

  Business response

  02/01/2024

  I am in receipt of the customers concerns. 

  To be clear, our AL representative has received no communication by phone or email from this customer. I have accessed all calls from this phone number and this phone number has never called our system since the date of install. Perhaps the customer has been attempting to contact the dealer who sold the unit. 

  Had CCI been made aware, we would request photos of the unit and areas of concern. This is to confirm concerns and determine whether a warranty breach has been made through alteration. Once that review is complete we would issue a service order. We have not had that opportunity. 

  In terms of the customers concerns, leaks under the base are common if the customer fails to pour a drop down on their concrete foundation. The contract specifically states that CCI is not responsible for leaks under the base. The screws holes in the tubing are likely the stabilizing braces used during install which are subsequently removed. I would be unable to determine that for sure without photos. The other leak concerns were are happy to address if the customer has not voided their warranty. 

  While we appreciate the customer's evaluation of the company, our 80,000 customers per year would likely disagree. 

  The customer will be contact by Lindsey today, our AL representative. Her email is [email protected].

   

  Sincerely,

  Heather *****

  Carolina Carports, General Manager

• Initial Complaint

  12/15/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unresolved

  More info

  I ordered my metal shed from ***** ******* and shed and they contracted the work to ***** ******** ******* and shed. They came out on November 7,2023 and they built my metal shed. On November 8, it rained and water was everywhere when I went into my shed and water was everywhere. I called them and they said send them some pictures. They schedule their crew to come back out on November 28, they didn't show up. Then they said they would be out on November 29, they didn't show up. Then they said they would come on November 30, they still didn't show up. I told them they could come get this shed. They said that's not a option. They schedule another appointment for December 14, they didn't show up. They are giving me the runaround. My shed is crooked and the roll up door is not locking properly. The side are not even and side are jagged. The shed is leaking from the top and bottom. They don't want to make it right or give me my money back. I need help in this matter. Thank you

  Business response

  12/18/2023

  I am in receipt of the customers concerns. 

  I have taken the opportunity to review the concerns. This customers concrete is both out of level and out of square. The customer was advised of this by the contractor upon arrival. The concrete is also larger than the unit is various areas. This allows water to hit the concrete and run under the baserail. This is a concern which is addressed in our contract terms, conditions and warranties. It specifically states that CCI is not responsible for base leaks. We cannot take on responsibility for the work of a foundation contractor. Foundations can be poured in a manner which prevent base leaks, however, that is not what took place with this particular foundation. 

  The contractor was originally scheduled for Nov. 28th to inspect the unit, replace a couple panels and check for leaks. The contractor was unable to work that route due to weather. The customers was notified by our ** division through voicemail. 

  The contract did arrive last Friday. They addressed the panels and door latch concerns. The customer claims that the contractor never touched the unit, however, the contractor was able to provide photos showing that the areas of concern were addressed. The only remaining issue is the customer's foundation which is nothing that we can assist with. At this time, the customer would need to touch base with her concrete person or seal the base area. 

  Sincerely,

  Heather S****

  CCI General Manager

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

  Customer response

  12/18/2023

   I am rejecting this response because:  

  The contractor came out and informed me that building needed to be redone. The building is crook it and uneven. It not just coming in at the foundation. It coming in from the wall and roof. They don't want to take any responsibility for the way the shed was put up. The roll up door want even lock because the structure is not level. We put the level down and say that when they came out. The company has just took my money and don't want to make this problem right. ***** ******* has returned my money. I  have asked Carolina Carport if this shed can't be fix to come get it and return my money.  They don't want to help at all.

  Please help me in this matter. 

  Thank you 

  ******** ***** 

  
  
  
  

  Business response

  12/18/2023

  We have photos that clearly show the concrete being both out of level and unsquare. This is evidenced by the fact that the back corner of the unit is flush with the cement and neither of the front 2 corners are, with different measurements on each side. The concrete was poured at a wedge and is larger than the unit itself. The blueprints clearly show the concrete being exact to the building base with a turn down so that water does not back up into the building. This is not how the concrete was poured. Furthermore, you cannot use a standard level to check the levelness or squareness of concrete. A standard level only checks the levelness within the span of the level itself. You would need to pull a string level. 

  I have attached the foundation suggestions. A**in, we cannot take responsibility for foundation failures. This information is extracted directly from the blueprints. 

  Customer response

  12/18/2023

   I am rejecting this response because:
  
  I didn't see any response.  I  need for them to correct my metal shed or refund my money back. 

  Customer response

  12/19/2023

   I am rejecting this response because:

   

  I have just seen their response.  They did not
  Address any issues when they came out .The rollup door is not locking and no panels was charged out. All was done is that the crew said they would come back and take the structure down. The manager is coming up with something else. They don't want to take any responsibility for my shed not being correctly done. This company has bad reviews on the internet stating similar problems with this company taking advantage of customers. I plan to do whatever I got to do to make them accountable for their actions in building this shed.

   

  
  
  

  
  

  Business response

  01/08/2024

  There were no replacement parts needed in order to make correction on site. The contractor trimmed the panels back which are being impacted by the foundational issues. They also adjusted the **rage door which is also being impacted by the unlevel foundation. They demonstrated that the door was working properly prior to leaving the site. The customer has been adamant that she wants the unit removed and returned. These units are site built construction. There is no return policy. The customer, per contract terms, is 100% responsible for the foundation. In this case, this is a foundation issue. The foundation is both out of square and out of level. The customer has disputed her card. At this time, CCI will move forward with collections proceedings a**inst the client where we will seek the balance of the unit, interest, penalties, liens and/or judgement.  

  Customer response

  01/18/2024

   I am rejecting this response because:
  
  

  Hi, Mrs ****, 

  I had another company to come out and look at the shed. The shed was poorly constructed. They don't want to repair or replace. They don't want to refund my money. The shed is supposed to be under warranty and they don't want to do nothing but take customer money and do fraudulent work. The company supervisor's are rude and doesn't feel the need to discuss or repair any complaints or issues I'm have. 

  My problem has not been resolved. This is the worse company I ever dealt with. 

   

  Mrs ****, Caroline carport is saying something wrong with the foundation. If the foundation wasn't right why would they construct a shed on the foundation if they couldn't properly construct the shed. They are coming up with all kind of excuses not to correct the mess they made in my yard. 

   

  Mrs. ****, one more thing. I wanted to know why the shed is leaking from the top and sides.  

  Some of the siding are coming loose.  The door is still not properly locking and uneven. I  sent you the finding from the other contractor that I had to out and  look at the shed.

  Thanks a**in 

  ******** ***** 

   

  
  

• Initial Complaint

  10/27/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  We purchased a 30'X60' garage from Carolina Carports through a dealer and paid the down payment on May 8, 2023 and the contractor showed up on September 18th, 2023 to install but when they started laying out the bottom rails we immediately told them that the doors were not in the correct location. Come to find out, the specific measurements that we gave the dealer were not given to Carolina Carports so the contractor had to take the garage back to Carolina Carports. Since then the dealer has admitted their mistake and sent us a check to cover the cost of the redelivery and to cover the cost of the additional header bars that are needed. We communicated this information to Brianna on October 10th after trying multiple times to reach someone for a couple weeks prior to that date and we sent her the drawings with the exact measurements and asked to be put back on the schedule. We have already paid Carolina Carports a large amount of money and now they are not responding to texts, voicemails or when I tried contacting them through the "Contact Us" link on their website. As I have stated in my voice mails to them, my husband was recently diagnosed with colon cancer that has metastasized to his liver and is very anxious to get the garage installed but yet we can't even get a phone call back or a delivery date. We do not need the added stress right now of continuing to not receive communication from anyone at Carolina Carports. I have even called and asked to speak to a manager and was transferred to a voice mail and left a message on there. If they don't want to do the job in a timely manner then they can return the amount of money that we paid to them and we will have someone else install it because we have already talked to another company and they stated that they can have it installed within a couple of weeks.

  Business response

  10/30/2023

  I am in receipt of the customers concerns. 

  As the customers mentions in their complaint, CCI was never sent an alternate or correct layout from the dealership. The dealership is a separate entity from Carolina Carports. 

  When CCI was alerted to the situation on site we immediately began discussions with both the customer and dealer regarding the return trip fees and header bar fees that would be required to obtain the customer's layout. On 9/20/23, CCI advised the customer and dealer of the updated balance. The customer was going to speak with the dealer and see what they could work out in terms of financial responsibility. 

  On 10/10/23, CCI was advised that the dealer and customer had reached a resolution. CCI sent the corrected layout into production. These are fully customized designs so this does take a few weeks to make. We currently have this projected for 11/6-11/7, weather permitting. 

  We will have a team member reach out to the customer should they have any additional questions. 

  Sincerely,

  Heather S****

  CCI General Manager

   

   

  Customer response

  11/03/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and I accept it as long as CCI does deliver and install the garage next week.  We were in contact with them this week and sent them the specific measurements for the location of the doors and windows along with pictures of where the garage will be installed.  The weather is supposed to be good next week when they are scheduled to deliver and install. 

• Initial Complaint

  09/12/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I placed a deposit fora carport in the amount of 129.50 they were supposed to come on sept 7 than they called changed it to the 11th that morning I calling for time frame they said afternoon. They never called or showed up so I lost a days pay this morning I went to work and they called said they were at my house I asked what happen yesterday he said look do you want it or not so now i needed to lose another day pay again very rudely Do you want it or not and hang up on me I called back very rudely you want it or I told I needed it the company and see what they were going to do about 2 days lost pay and they hang up a left

  Business response

  09/12/2023

  I am in receipt of your concerns. 

  We certainly apologize for your frustrations and any inconvenience this may have caused. We would obviously never condone a contractor speaking to a customer in that manner and will certainly address that. Although they are not employed by CCI, we do have a contractor agreement with them that outlines a standard of behavior. 

  In terms of compensation, our contract is very specific. If outlines the potential for delays due to unforeseen circumstances. Additionally, it specifically states that CCI is not responsible for consequential or incidental damages. We do not require that our customers be on site for delivery, we understand if that is in fact a personal preference. However, that is not something that would be compensable. 

  We are happy to work on a new installation date for you with a different contractor. 

  Sincerely,

  Heather S****

  CCI General Manager

   

   

   

  Customer response

  09/12/2023

   I am rejecting this response because:
  
  I was told by them someone over 18 was required to be at home there dealer told me also to make sure they have the right.colors and not cut corners  look at all the previous complaints. And they wanted the balance of money pay as they finished I don’t want to be payed for my lost income I want my deposit returned they have my phone number and could of called me .. if nobody’s there how will the know where it goes because that’s not on the contract nor did they ask when it was ordered and I called them that morning and they told me they would be there in the afternoon that day

  Business response

  09/12/2023

  With all due respect, I have been with this company for 23 years, having someone on site is not a requirement and would never be here at CCI. I certainly cannot take responsibility for any information that was provided outside out team. However, I can assure you that if that were a policy, it would be listed in the contract. 

  This particular unit takes about 1-2 hours to install. At no point would we request a customer to take off work for install with this type of unit. We also offer customers a number of ways to pay, on site, by check, credit card, check by phone, wire transfer. We make it very simple for customers to pay once they have an opportunity to inspect their unit. 

  In terms of the down payment, that would have to be requested from the dealer. CCI does not receive any payment until the unit successfully installed. The down payment is the dealer's commission for the sale. I am unable to confirm their personal refund policy, however, the terms of the contract to relay a no refund policy. 

   

  Customer response

  09/15/2023

   I am rejecting this response because:
  
  I have never been able to speak to anyone about this one ever returned any calls or texts about l went to to dealer on9/13 and they sent a message to them they never responded they to Lynn d him that they had handed the problem over to customer service as of today no from that company had responded the dealer said they needed to refund the deposit I. Called 6 times was put on hold or transferred to someone else nobody called back so no I don’t accept that they are a bunch of thieves passing the blame to someone else and never except the blame or responsibility them selfs if wasn’t home why didn’t they just install the unit being there claim nobody needed to be home the area was clearly mark where it had to go now what’s. They’re excuse now 

  Business response

  09/15/2023

  It is understood that the crew arrived late. However, I would refer you back to your initial complaint. When the crew arrived and contacted you, you did not give them approval to work. You stated you wanted to talk with the company first about compensation so that is the reason they would not have installed. Additionally, if a customer is not on site, the 4 corners have to be clearly marked that is something that needs to be established prior to arrival. 

  Again, we are happy to move forward with a new install date and contractor should you choose to do so. 

• Initial Complaint

  06/14/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  the white papers are my original contract that I signed and delivered to **** ****t buildings(the vendor for Carolina Carports building manufacturer) on march 2nd note the r17 insulation with no notes of roof only, yesterday 6/13/23 they completed the building without insulation on the walls when I questioned the contractor about it I was told that's how I ordered it which was not the case, then he provided the yellow copy invoice after the building was completed, I was told by the contractor signing that yellow acknowledges the build has been erected as described on the invoice, which it was but was missing the wall insulation, on the yellow copy the invoice now shows notes of r17 roof only, which was never discussed or agreed upon and now to install that style insulation would require major disassembly of the structure since it goes between the frame and walls, ultimately I would like to hold carolina carports responsible for changes to the contract without my knowledge or consent and a partial refund/change in billed amount to account for the missing insulation, carolina carports refused, any changes stating they did the change in contract due to a billing error by the vendor but never got my consent to change the insulation to roof only, or even give the option to install insulation in the rest of the building, and ultimately carolina carports has now caused a breech of contract due to changes without consent regardless of billing error on the vendors behalf or not, they're terms and condition specify price changes which they also did but not changes to the building layout or construction

  Business response

  06/15/2023

  I am in receipt of the customers concerns. CCI processes each order based on what is sold through the dealer and unit price. We have no control over the format of the dealers invoices. Any type of insulation is priced based off square footage. The price per foot is listed on the pricing brochures. This was not a change to the order. CCI processed the square footage of insulation that the customer was priced for which is customary. 

  It appears that there may have been a misunderstanding between the dealer and the customer. Unfortunately, CCI does not engage in direct sales nor are we are party to the conversations between the dealer and customer. At this time, the customer has exactly what they have paid for and contracted for. We would be unable to discount a product that the customer did not initially purchase. 

  Sincerely,

  Heather S****

  CCI General Manager

  Customer response

  06/15/2023

   I am rejecting this response because: I was never provided with a pricing brochure to audit the price of insulation, If there was a pricing error I should have been notified before construction started any issues between **** ****t buildings and Carolina carports should stay between the two businesses, I was sold a contract for a building with r17  for $2880 price of insulation which I accepted, then Carolina carport took it upon themselves to up the price without notice before hand to $3120 which I was not happy about but can understand and not fight due to line item 10 on the contract terms and conditions. where the main problem lies is Carolina carports took it upon themselves to change the contract to roof only without offering, calling to discuss or notify me of the change, and only disclosed this change to the contract after the building was completed, and has now made it not feasible to install the r17 woven insulation  on the walls since it would require major disassembly of the structure, If Carolina carport had notified me of this major change I would have no issues changing the contract to either include full building insulation or no insulation ultimately i have a incomplete job as outlined from the original contract 
  

  Business response

  06/15/2023

  There were no changes to the contract regarding R17. The R17 as mentioned is priced by square footage. CCI processed the amount of square footage ordered. This is not a change. There is no delegation of footage on the order, it is simply math. All brochures are available both at the dealership and online. Again, this is a matter that would be best discussed between the customer and the dealer. CCI processed the order as signed for. 

  Customer response

  06/15/2023

   I am rejecting this response because:
  
   I am rejecting this response because: While  the may have been pricing errors at dealer level that does not give CCI the right to change or add their own notes and ammendment to the contract after it was signed, without notification  to the customer.  This situtuation could have all been avoided had CCI done the right thing and reached out to verify the order details. Especially  once errors were found by CCI and changes started being made to the contract  by CCI. 
  

  I'm going to make a proposal  that while neither party CCI or myself  are going to be happy with but I would accept as satisfactory and I would cease all legal action  and reporting currently  in progress against CCI.  the bill for insulation is $3120 there is 2698Sqft of building to cover  with insulation. CCI covered 1040sqft leaving 1658Sqft uncovered.  3120÷2698=$1.16per sqft, 1658sqft x $1.16=$1923.28 of insulation  cost, not installed   and missing from the building,  if you adjust the remaining balance  to reflect the $1923 missing  we can both move on with our business  which I think  both of parties would appreciate. 
  
  

  
  

  Business response

  06/16/2023

  I apologize sir, but your calculations are incorrect. You were not charged for insulation that was not received. 

  Additionally, those notes are generated for our contractors purposes. Any line item that needs additional information, we add notes. Doors placements, window placement, insulation, custom colors, etc. I apologize that you do not agree with how we process our invoices but again, this is not a change to the order. 

  Customer response

  06/16/2023

   I am rejecting this response because:
  
   I am rejecting this response because: please explain how CCI determined the roof is what I wanted insulated? why not pick a wall or walls? I was certainly never consulted or notified, so CCI made this determination on it own. So according to CCI, the original contract pricing did not match the building layout roof, walls or otherwise at which point CCI ignored the error, increased the price to match whatever part of the building CCI saw fit, in this case the roof. why not recalculate the price for the whole building insulation, or is that such a large price increase CCI knows CCI would have been caught when I went to make the payment
  

  If you are rejecting my previous proposal how would CCI like to make this right? I'm open to ideas but this back and fourth between us is getting no where and if it continues I will peruse every legal option I have  and contact every  regulatory agency I can find to investigate CCI in this matter  North Carolina, Virginia, and Federal agency's
  
  

  
  

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