ComplaintsforEagle Carports

• Initial Complaint

  06/01/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Purchased a double car carport with automatic door openers. Within 6 months garage door began to malfunction and not open or Id have to repeatedly press my remote to get door to close. I emailed AND called *****************************. He sent me directions to reset the door. It did not work and he quit responding to my emails and wouldnt return my call. Told me to reach back out to him if directions did not work so he could start a work order. LIES!!! I called back repeatedly, then was transferred and spoke with some lady who informed me my warranty had expired on my door. I said no maam, it is not, ******* is suppose to be starting a work order and I need to set a day and time for them to come out and check it. The building had a warranty for 90 days, but my garage door was 1 yr warranty. She stated she had to speak with the maintenance supervisor and she never returned my calls and quit responding to my messages. It is sad to purchase something and be given the run around when it needs repairing BEFORE the warranty expires!! These people gave me the run around and now Im stuck with a flimsy garage door that seemed to be defective according to *******! $12k for a garage with defective equipment is asinine!!

  

  Business response

  06/03/2024

  We apologize for this inconvenience.  We will get a crew out to check those motors.

   

  Thank you,

  Customer response

  06/07/2024

   I am rejecting this response because:
  No one has reached out to me to schedule this repair or to check my motors. They have a habit of saying they are going to do something UNTIL IT'S TIME TO DO IT, then they develop amnesia and forget or hope the consumer forgets! But in the meantime, i am STUCK WITH A DOOR THAT IS NOT WORKING as if was set up to work.
  
  

  

  Business response

  06/07/2024

  **************,

  There is a work order in the system that was entered 6/6/2024.  You are welcome to call our scheduling department anytime to get a status update.  The order is under ******************* and the order # is 378106.  Once scheduling has you in a run is when we will give you a call.  The number on file actually received a text message the day the order was entered.

  Thank you,

  Customer Service Management

  Customer response

  06/10/2024

   I am rejecting this response because:
  The number on file for ******************* NEVER received a text regarding a work order. Please verify the number on file where this was sent so that there is not any missed communication regarding getting my repair completed. 
  
  

• Initial Complaint

  04/25/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We ordered a new Eagle enclosed carport from Backyard World on 12/31/2023. We told backyard that we wanted the carport up on Stepping Stones (Pavers) which we would provide. They showed up on 1/23/2024 at 6:45AM without notice. NOBODY on the installation crew spoke or understood English. We tried to tell them about the pavers but again NOBODY on the crew spoke or understood English. I even spoke on the phone to the installation supervisor who then spoke to the crew chief. they build the carport without putting it on the pavers. I signed off on the installation even though we weren't happy about the installation. In the paper work it says I had a 90 day workmanship warranty from the day of installation. We immediately contacted both Backyard World and the company multiple times about the problems with the installation, including the pavers. I send them the list of problems and all the attached pictures. They told me since the pavers were listed on the order, nor did I tell the installation crew about them, they weren't going to do anything about it. I tried to make them understand we tried to tell the crew but again the didn't speak or understand English. The siding (tin) of the building is on the ground. Eagle has not returned any of my emails or phone calls. That's lot of money for a carport and not have it installed they way we wanted.

  

  Business response

  05/14/2024

  ****,

  As explained to you several times in regards to the pavers, both by us and your dealer.  It was not noted on the order and prior to install our scheduling department went over the order which included installation service.  You never informed us the building needed to go on pavers.  If it was then there would've been an extra labor charge.  We will gladly return to try and put the pavers underneath, but you did not want to pay the labor charge to do so.  

  The panels you are stating that are touching the ground is normal as you don't want the panel to stop above the base rail.

  If you agree to pay the crew the extra labor charge as you would've in the beginning, please give us a call and we will write up a work order.

  Thank you,

  Customer response

  05/22/2024

   I am rejecting this response because:  

  Hi *******,

   

  Thank you for speaking to me today. As I stated today is the first email I've received for the BBB since I put the initial complaint in. I would just not reply since I opened the case.

  I told me dealer we wanted the carport on pavers which we would supply. I also spoke to the installation manager while the crew was starting the installation about the pavers.

  The problem arose that NOBODY in the crew understood or spoke English only Spanish. And they hadn't give me prior notice they were coming, they just showed up at 6:45AM.

  I received an email from **** that if I had told the crew about the pavers it would have been taken care of. But again NOBODY spoke English.

  I have 2 additional emails for your review but Yahoo won't let me attach them here so I'm going to forward the both to you separately.

  In ****'s reply she said that I could call her and work something out. But every time I called she wasn't available and never called me back. I even call multiple people in the Eagle company, even the owners, and nobody called me back.

   

  Thank you for re-opening the complaint.

   

  ****

  ----- Forwarded Message -----

  From: *************************** <********************>

  To: *********************** <***********************************>

  Cc: ***************************** <***********************************>; ******************************** <********************************>

  Sent: Friday, March 1, 2024 at 08:46:22 AM EST

  Subject: Re: Eagle Carports

   

  Hi ****,

   

  As I've told you previously this wouldn't have been a problem if anyone on the installation crew had understand/spoken English.

   

  Addressing your comment below - "If your dealer, Eagle Carports or the crew knew what you wanted done" - 

  We tried to explain to them what we wanted but they didn't understand.

   

  Also since you said below this was the owners decision - I've left messages for both ****** and **** but neither has called me back. Hopefully they will by Monday, if not my next calls will be to the Better Business Bureau and my Lawyer.

   

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

   

   

  From: *********************** <***********************************>

  To: *************************** <********************>

  Cc: ***************************** <***********************************>; "********************************" <********************************>

  Sent: Tuesday, February 27, 2024 at 10:38:02 AM EST

  Subject: Re: Eagle Carports

   

  Good Morning ****,

   

  So I went back to my install manager again and explained again your situation.  If your dealer, Eagle Carports or the crew knew what you wanted done they would've charged extra labor to put your building on pavers.  Now, being the building is already installed if you want the crew to come back out and dig around the base rail or lift the building up to put a paver in it's going to cost you like it would've in the beginning.

   

  So, with all this said for us to come back out that labor charge is going to be: $550.  That is the lowest the crew will go to do this job.  If you agree to the price it will have to be paid up front and then I will write the work order to send them back out.

   

  I apologize for this, but like I've explained to you several times before, if you wanted to have a building installed on pavers this should've been mentioned prior to us coming out.  This is the final decision per the owner and the install manager.

   

  Thank you,

   

  On Fri, Feb 9, 2024 at 2:49 PM *************************** <********************> wrote:

  Hi ****,

   

  Did you receive all the pictures I sent this morning?

  
  
  
  

  

  Business response

  05/22/2024

  ****,

  I understand you saying about the crew not speaking English.  However, if the crew knew you wanted to pavers you would've been charged that labor amount that you are refusing to pay.  I've spoken to your dealer as well and they've also stated that you never informed them about pavers.  As well, when we called to go over the order, we ask about the installation surface.  You did not mention anything about pavers to them either.  Each time you call we've explained to you the same thing.  Your dealer even reached out asking and so we informed her and then she would relay the same message.  If you want the building on pavers you will have to pay labor just like you would've in the beginning.  So, if you want us to come back out, you will have to pay the crew prior to me writing a work order and if you wish to proceed with that please let me know and I will write a work order and then get our payments department to call you so you can make that payment.

   

  Thank you,

  Customer response

  05/26/2024

   I am rejecting this response because: As I've explained I did mention I wanted the building on paver, which I provided. I told the dealer, the installation supervisor on the day the crew came. We tried to tell the crew about the pavers but they didn't speak nor understand English. There for I don't think I should have to pay to have them come back out to install the pavers. Also I wasn't told the day and time they originally were coming - they just showed up at my gate at 6:45 in the morning. Luckily I was up attending to my horse. Lastly I haven't been given a fair price if I were to agree to have them come back out.
  
  
  

  

  Business response

  05/28/2024

  ****,
  As explained to you several times in regards to the pavers, both by us and your dealer.  It was not noted on the order and prior to install our scheduling department went over the order which included installation service.  You never informed us the building needed to go on pavers.  If it was then there would've been an extra labor charge.  We will gladly return to try and put the pavers underneath, but you did not want to pay the labor charge to do so.  
  The panels you are stating that are touching the ground is normal as you don't want the panel to stop above the base rail.
  If you agree to pay the crew the extra labor charge as you would've in the beginning, please give us a call and we will write up a work order.

   

  Thank you,

  Customer response

  05/28/2024

   I am rejecting this response because: I don't think I should pay extra to have the building put on pavers. But to have it done right, how much would it cost and will someone on the crew speak and understand English
  
  
  

• Initial Complaint

  04/10/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On 3/14/2024 I paid the installers ******** cash for a 24x25 carport and earth auger anchors. The installers did not arrive until 7:00 pm to begin putting the carport together. Well after they ran out of daylight they were working with a small light and the headlights of two of my vehicles to finish. During the install they scratched reference marks in the roof instead of using a felt tip marker or pencil. They also did not install the anchors I paid ****** for.I reached out to the company about both issues. They sent me a check for the damaged roof after I sent them photos. They said they would refund my money for they anchors they never installed. It has been right at a month and no refund. I have spoken with **** a couple times about this, the last time she said the check would be sent out next week. Still waiting!

  

  Business response

  05/22/2024

  **********************, 

   

  Per notes in the system from accounting and the one that mails the checks.  You received one refund in the amount of $125 check# ****** for the scratched panels and it was mailed on 3/18/2024 then a second refund was issued for the anchors in the amount of $189.54 check#****** and it was mailed on 4/11/2024.  Per our records both checks were mailed to the same address.  We also checked our accounts and both checks were cashed and signed by you.  I actually spoke with your wife and she informed me that she did receive one check and when she called asking about the second refund I informed her it was mailed on 4/11/2024.  I was never contacted after that so I assumed you received both checks as either you or your wife would call me asking about them and then I would get updates and let you know right away.  Unfortunately, being both checks were cashed and signed by you which both signatures match on the back of the check we cannot issue out another refund check.  You will need to contact your bank.

   

  Thank you,

• Initial Complaint

  02/02/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  On August 8, 2017 I purchased a metal building from a local dealer. I paid by check in full. To get the building installed you have to have a cement pad poured to the building specifications. We had a contractor remodeling our home that was to prepare the pad for the building. The contractor basically didn’t finish our remodel nor did the pad for the building get done. My father had filed a complaint with the **** ** and subsequently the BBB (****** ****** ** ***** ****** ************) it was unfortunately not resolved before his death (2-14-22). On December 18, 2023 I contacted Eagle Carports about a refund. I first spoke to Natalie a CSR who said in their system it was noted as a customer hold. She forwarded me to Diane who I explained the situation to and who stated she would get it to the right person and get me a refund. I’d say within 30 minutes Beth D****** called me ( Customer Service Manager) I explained the situation and she had requested that I send her a copy of the purchase order which I did. 10 days go by, I emailed Beth D****** asking for a status update. No response. On January 17 I called spoke to Natalie who transferred me to another person they transferred me to Beth and she stated that she would check in with accounting to see if the copy of the purchase order was acceptable and should hear back from them by Friday. She called me back and stated they needed a copy of payment. I sent a copy of bank statement with the check .She emailed me 1/19/2024 stated they needed a cancelled check.I emailed it 1/19/24 She emailed 1/22/24 stated she checked with accounting and they could issue the refund. Confirmed my correct address stated they would only refund me the amount they received $7046.40 and that I’d have to contact the dealer( ****** *****) The lady who issues refunds was out and would be back by 1/24/24. Emailed 1/31/24 for status. No response. Called today and was told they couldn’t issue the check because they had to investigate.

  

  Business response

  02/02/2024

  Ms. ******,

  As I've stated to you in an email the owner has to sign off on all checks which I informed you of that right away. Where you have waited almost 7 years to report this refund we as a company have to do our due diligence in making sure we've not already issued out the refund as well confirm the building was not installed.  

  You just sent over a copy of the check on 1/19/24 as I requested which was made out to your dealer and not Eagle Carports.  So we do have to also confirm that the dealer did pay us and that the money was put into our account which again we have to go back to 2017.

  I am sorry we cannot assist you as fast as you would like, but you also did wait 7 years to contact us and just have let us know.

  Again, once we finish our investigation I will gladly let you know the outcome via email.  

  Thank you,

  Beth D******

  Customer response

  02/02/2024

   I am rejecting this response because:
  
  I really just would like a timeframe. Every conversation we have something else changes. Literally you stated that all we needed was the lady who was on bereavement to return. Yes you did say the owner had to sign off a few conversations back. So judging by your email stating that’s all we were waiting for was this woman to return and cut the check, I’d have assumed that the owner was aware by that point. I just feel like it’s a runaround. Had you stated on initial contact all the documentation you really needed, it could probably be concluded. It seemed liked things only got updated when I initiated contact repeatedly. As I previously stated I want a solid timeframe for conclusion. 
  

  Customer response

  03/08/2024

   I am rejecting this response because:

   

  Good afternoon. I'm emailing to inform you that this matter has not been resolved. Zero communication. 

  Sent from my U318AA

  
  
  

  
  

  

  Business response

  04/19/2024

  ****************,

   

  I got with the owner after looking through all of our accounts then getting with the Dealer who sold you the building to make sure no refund was issued through them being the check was made out to them.  We have confirmed you have not received any refund on the order back in 2017.  

   

  We will be issuing the check by this Monday, April 29, 2024.  The check will be coming from our Corporate office in **************.  We ask that once you receive the check that you remove the complaint against ** due to we had to do some extensive background work.

   

  Thank you,

  Customer response

  04/19/2024

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

• Initial Complaint

  11/30/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  The building we had Eagle Carport Inc build us on September 22, 2022, was 30x30 with 12ft walls 2 windows 2 10x10 garage doors and a man door. we paid $3,000 up front and the remaining $11,000 when they built the building. When the building was finished the men who had brought the materials and built the building brought me a paper to sign. I couldn't ask the men any questions because none of them spoke English. Later that night when my husband got home, he noticed some issues with the build. The door had been damaged prior to installation and they spray painted it to hide the damage. The locks for the garage doors were bent and do not work properly. The Garage door on the right catches. The last thing is the way they installed the roof. Instead of the grooves on metal roofing running up and down so the water runs down it was installed with the ridges running long ways, so the water catches on the grooves. all the rainwater runs off the building and pours directly in the front of the building washing out a huge hole every time it rains. We were told that to have the roof put on "properly" was considered to be an upgrade. I don't think so! We called them the first time regarding these issues on September 29th, 2022, we explained all our issues to the woman in the office and she said someone would contact us regarding these issues. We waited for almost a month no call. called again and it was the same situation. Its more than clear they are not going to fix their screw up nor do they care.. I have a video of the door catching but for some reason am unable to upload it.

  Customer response

  12/18/2023

  I have not heard from the business in response to my complaint.

  
  

  

  Business response

  12/19/2023

  Mrs. *******,

  I apologize for the inconvenience of the issues and we will gladly take a look into this for you.  The only thing with the roof panels is that on your order it does show you ordered a "Boxed Eve Style" roof meaning you wanted the panels to run horizontally.  We have a signed order by Tyler confirming that, as well a recorded phone conversation going over the order when we scheduled that you wanted the Boxed Eve.  If this was wrong, then you would need to contact your dealer.

  We will contact you today to go over the other issues.

  Thank you,

  Customer response

  12/28/2023

   I am rejecting this response because:

   

  I haven't received any phone call from them.. 
  
  

  
  

  

  Business response

  01/16/2024

  Mrs. *******,

   

  I first want to apologize for your issues and will gladly take a look into it for you.  I have sent an email to you requesting photos of the issues as well as my direct number for you to give me a call.  If you can please respond to that email with as many detailed photos of the issues for us to review.

   

  Thank you,

  Customer response

  02/05/2024

   I am rejecting this response because:

   

  Still have heard nothing. 

  
  
  

  
  

  

  Business response

  02/22/2024

  *******************,

   

  I have tried reaching out to you several times by calling and leaving voicemails as ******** email.  I've attached the emails to show I have tried reaching out to you, but am not getting any response by either a phone call or email.  Please see the attachments.  I've included my direct number so if you can please call me as every time I call I am not getting an answer.  Or you may also email me.

   

  Thank you,

• Initial Complaint

  10/06/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I went to **** ******* ***** ******** *** ******** ** ************ on June 06 2023. Made a down payment of 320.40 for a carport. Since then I have contacted the company numerous times to get my carport put up and no one has come out to or arranged a time to have it done. In September I asked for a refund of the down payment and they are refusing to refund my money or come out and put up the carport.

  

  Business response

  11/09/2023

  Ms. ******,

   

  I apologize for the delay on the install of your building.  I will get with the scheduling department and give you a call personally to let you know.

   

  Thank you,

   

  Eagle Carports Management

• Initial Complaint

  10/01/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Eagle carports installed a roof on my metal building on 8/7/2023. Within a few weeks of monsoon rains, it started leaking. I want a full refund of $1,928.74 that I paid them with the guarantee it would no longer leak. I contacted the manager on 9/17/2023. She has never replied back.

  Customer response

  10/12/2023

  I have not heard from the business in response to my complaint.

  
  

  

  Business response

  11/09/2023

  Ms. *******,

   

  We apologize for the delayed response, but I have wrote a work order to send the crew out to inspect the new vertical roof we installed recently.

   

  Thank you,

  Customer response

  11/13/2023

   I am rejecting this response because:

  I am receptive to an inspection, however this will have been at least the 6th time the company sends an UNLICENSED crew.  Unless they are sending an actual LICENSED contractor who will FIX the leaks, I kindly request a full REFUND of $1,928.74. My next request is for Eagle to accept the initial quote I had submitted from a contractor I sought a quote from, who would actually REPAIR  correctly the ongoing leaks.  Thank you.  Looking forward to a response. 
  
  

  
  

  

  Business response

  12/13/2023

  Ms. *******,

   

  Due to us already coming out to fix the building over 5 times after the building was installed with a boxed eve style roof, then coming out for the 6th time and replacing the entire roof with a vertical style roof that wasn't purchased in the beginning.  We at Eagle have been very accommodating.  Due to the building still leaking with the better style roof, when this occurs this usually falls on the concrete and it is off level as the building is on your driveway which has a slope.  We have also paid crews and provided material well over the amount you are requesting.  I apologize for your frustration, but at this point we can no longer make the repairs as this is not due to improper installation or our material, but the concrete.

   

  Thank you,

   

  Customer response

  12/18/2023

   I am rejecting this response because:
  
  Implying that the concrete is the problem is unacceptable as no licensed crew ever came to make that determination. It is only an assumption of Eagle in order to close down my complaint and leave me with a poorly erected building. It is eagle’s responsibility for never sending out a licensed crew after many times that I asked them to do so. Since they are washing their hands clean of me, all I ask is for them to refund my money I last paid so that I can hire an actual reputable person who can fix their dirty work. 
  

  thank you. 

• Initial Complaint

  09/30/2023

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I purchased an Eagle Carport 20x30 building. It was the concrete, building, and installation at the cost of over $21k. The dealer refuse to stand by their contract, but Eagle carports has also washed their hands of the situation. I bought 6 windows, 2 doors, and a 10x8 garage door. They installed the wrong size garage door, did not install the door chains, left places in the insulation that was dirty, ripped and covered with white tape. They handed me the plastic eagle that was supposed to be installed on the building instead of properly mounting it. The installers installed an 8x8 garage door instead of what I paid for a 10x8. I called Eagle to fix the situation, and I have been given the run around for weeks. Beth customer service manager has been the only one to help. I called their offices several times only to be placed on hold for 20-30 minutes. I have my contract showing I purchased a 10x8. I also have the installation paperwork showing where an Eagle installer scribbled out the “10” in 10x8 and wrote in an “8” for an 8x8. I was willing to settle rather than having Eagle come back out and redo half of my building and they will not honor their contract. They have contacted the dealer who sold it to me, and he has told them numerous lies about how I was informed it was an 8x8 and that they are refunding me the difference in the 10x8 and the 8x8 garage door. I have all my communication and the dealer has never contacted me about the issue or informed me of a garage door change. He cannot produce any evidence backing up his claims. Eagles’ own installer falsified a contract and passed it off to me as what I purchased. After thousands spent with Eagle and the dealer, they refuse to either fix their mistake or come to a monetary resolution. After spending thousands of dollars, they told me to kick rocks. I have never in my life had such overwhelming evidence of deceit with no attempt to help the customer.

  

  Business response

  11/09/2023

  We have issued out a refund to the customer.

  

  Business response

  12/11/2023

  Good Morning *******,

   

  So just to follow up with you on *******'s complaint we overnighted him the $2,000 check for a refund.  I informed ******* and told him he would be receiving it this past Saturday b/c we had it overnighted.  He said he was going to be out of town, but would let me know to make sure he received it.  Haven't heard yet this morning if he got it or not, but it was sent!!

   

  Thank you so much ******* for all your help and everything you do!

   

  Have a great day!
  

  Customer response

  12/13/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and I accept it.  They are also sending me some tape and chains that was left off the order or being used to repair the work they left.  I did recieve the check and am satisfied.  Side note Beth is amazing and very helpful if it was not for her this never would have been taken care of.

• Initial Complaint

  06/30/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Eagle Carports installed our barn and did not properly anchor the building. Eagle carports did not properly cut the steel in a certain area And the water leaks in the building. Eagle carports did not properly seal the 2 windows and they both leak.

  

  Business response

  07/05/2023

  Ms. ******,

  We do show where you were speaking with our customer service department in regards to the leak.  Due to reasons of building being out of warranty per contract as well as electrical and other modifications your repair is still under review.  

  Thank you,

• Initial Complaint

  06/23/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  We bought the carport in April and put a down payment. We were told to get a building permit and the carport would take 4 to 6 weeks to deliver and set up. We obtained the building permit and waited for the carport. The first week in June I contacted the Eagle Carport Company and they stated that they were waiting for us to call about the permit. I told them I had the permit. They delivered the carport the third week in June. After they erected the carport we noticed deficits in the qorkmanship. I called the conpany and I was told that I would have to pay trip fees plus material fees. Then I was told to call the dispute center which I called 5 times and was hung up on every time. I shouldn't have to pay for materials that are supposed to come with the building just because they forgot I am in ********. Due to the less than adequate workmanship, my carport will not pass code.

  

  Business response

  07/05/2023

  Mr. ****,

  We do show you've been speaking with our customer service department and they do have a repair order wrote up to replace the ridge cap.  However, we are still waiting on the failed inspection report. It was stated you would send over to us which we wanted to wait to fix the ridge cap after reviewing the report that way when we send out the crew they can do it all in one trip.  We will reach out to you again today to see if you have received that failed inspection report.

  Thank you,

  Customer response

  07/05/2023

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

*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. ↩