ComplaintsforEagle Carports

• 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.

• Initial Complaint

  06/12/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I bought a 16'x20 garage from them on 5/12/23. The installation was on 5/23. I was scheduled for a 1PM central time installation. A crew of 3 showed up at 6 pm. I asked how they could possibly start this job in a quiet residential area this late. None of them understood much English. They said 3 to 4 hours so I reluctantly told them to go ahead. They finished after 11pm. I am in a wheelchair and could not inspect it that late at night since it was dark. The next day I found the roll up door would not close completely without putting weight on it so it could be latched. It was rubbing and scuffing the door every time it was opened/closed. I called them and texted them pictures. I told them about their workers being here making loud noise after 11pm and they said that was unacceptable. They asked me how I wanted to handle it. I told them I would like a refund on the door and for them to come get it. They said they would work with me to get a refund. After 3 weeks of telling me they would refund some or all of the $950 I paid for the defective door they finally told me today they would not refund me anything but would send a crew to evaluate it. I am so disgusted with this company's customer service department I told them I did not want that. So I am out the $950 and will have to pay for someone to take this door down and install a functioning door and opener.

  

  Business response

  06/13/2023

  Mr. *******,

  We apologize for the inconvenience, but we did inform you that we could come fix the door making it easier for it to go up and down.  The work order was approved and ready to schedule until we informed you that there couldn't be a refund due to the fact you didn't like that style door that you ordered.  Being we already installed the door it is considered a used door and we don't accept returned material after installation. As well, we do have electric garage door motors but you didn't want to pay the cost of the motor and labor to come install it. It was mentioned of you only wanting a refund but as you stated that could not be approved.  We did provide you other options of fixing door or you purchasing an electric motor but you only wanted a refund which we cannot provide.

   

  Thank you

  Customer response

  06/13/2023

   I am rejecting this response because: I don't believe anything Eagle says they will do because they haven't done anything at the time they promised, if at all. They didn't return my calls regarding anything after the installation. I don't think they would have ever fixed the door and didn't want to deal with their deception anymore. Customer service was nothing but talk in my opinion. They never intended to refund anything to me but strung me along anyway. Vey disappointed by them.
  
  
  

• Initial Complaint

  05/23/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  We went under contract for a steel building (garage) in July 2022 which was completed 5/8/23. The following day, I began to assemble the garage doors only to find that the door openings in the building were 10x7 and were supposed to be 9x7. I emailed the contacts that I have immediately as it was after business hours. The following morning, I called and spoke to Beth who told me to take photos and text them as well as the issue, which I did immediately and asked for confirmation of receipt ~ which went ignored. The following day, I also noticed that the window placement is incorrect on the side of the building ~ which I also photographed and forwarded to this number and again, asked for confirmation which again, went ignored. After a few brief email exchanges, attached, I have not heard a single word from anyone to have this corrected. I purchased the 9x7 doors in October 2022 at a cost of over $1500, waited for nearly a year for this $15k building after over four months in permitting alone as the documents were continually submitted either incorrectly or incomplete (which I was finally told after making a trip to the building department myself) and am still without a building that is of any use to me as I cannot store anything inside with no doors. I have not even been given the common courtesy of a phone call ~ which is COMPLETELY unacceptable and unprofessional. I have also filed a dispute for $7,000 of the final payment, which I clearly indicated that I intended to do if I did not have some sort of resolve (or at a bare minimum, a response). I have been MORE than accommodating to this business and made every effort to resolve this civilly and seamlessly, however, have been completely ignored for over two weeks now. We initially dealt with Bailey H***** @ Big Buildings Direct, 813-750-8572 for contract and pricing then Tammy H***** @ Eagle Carports 336-415-5816. All payments were made and/or processed through USA Steel Buildings.

  

  Business response

  05/23/2023

  Hello,

  We have received photos and a work order was wrote up for the issues as you stated.  You originally spoke to Beth on 5/12/2023 at 1:50PM.  We did receive the photos and we apologize as the number you sent photos on we do not accept phone calls on, but you are welcome to give us a call and her extension is 500.  Once scheduling has the work order in a run a scheduler will be in contact with you on when the crew will be back out.  Again, we apologize the lack of communication and will have Beth give you a call to verify everything was received.

  Thank you,

  Customer response

  05/23/2023

   I am rejecting this response because:  Incorrect and/or untrue statements as well as lack of resolution:  I would address the sender properly, but the response provided is anonymous. I obviously spoke with Beth prior to 1:50pm on 5/12 as the photos that were submitted to the number that was provided to me BY Beth are time and date stamped on 5/12/23 at 9:58am; in addition, the statement that ‘the number that the photos were sent to does not accept phone calls’ is almost insulting ~ and completely irrelevant. I didn’t CALL the number or expect it to call me ~ I simply asked for confirmation of receipt of my messages and photos ~ twice ~ on 5/12 and 5/14 and was blatantly ignored.  Period.  Until today, actually, when I received a text message from said number  (and what cell phone that accepts and sends text messages doesn’t ‘accept calls’ anyway??  Again, irrelevant …because I never called that phone, I only asked for confirmation of receipt ~ almost as if I was preparing for this 11 days ago!). As far as the ‘getting on the schedule’, with absolutely no precedence or urgency for MY time, MY inconvenience, MY electrician that I have continued to put off (who does not work for free, by the way), the use of MY fifteen thousand dollars that YOU have and the lack of the use of the building that I have paid for in full (per the terms of MY contract) … the $7,000 payment made on 5/8/23 is in the dispute/reversal process and will be re-issued in the same manner.  Once I schedule it.  I will not re-issue this payment or close this complaint until I have been made whole. This should not be a service issue; this is an incorrect installation ~ and while I completely understand ‘things happen’, it should take precedence ~ I should not have to be the only party that is further inconvenienced.
  
  
  

  

  Business response

  05/24/2023

  We apologize again for the frustration and by no means mean to be an insult. We will be sure to rush the work order in with the scheduling department.

   

  Thank you,

  Customer response

  05/31/2023

   I am rejecting this response because:
  Seven MORE days have passed since the last response, and over three weeks since this installation and I still do not have a date and time for this to be corrected ~ and you have my $15,000.  I still have a hollow, unusable eyesore sitting wide open next to my home allowing full access to my yard and roaming critters to build homes in.   This is completely unacceptable. 
  

• Initial Complaint

  05/09/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I ordered a carport from this company, paid my deposit and waited for an installation date to be scheduled. It was scheduled for today, May 9, 2023. Nobody showed up, called or messaged me that there was a delay of any kind. When I messaged them, as nobody answered the phones, I received a message that they would track down the installer and get back with me. This was at 328 pm. at 455 pm i called and the after hours message was playing. No attempt to contact me with any details, nothing,. An entire day of my time wasted.

  

  Business response

  05/10/2023

  Good Morning,

  I first want to apologize for the inconvenience and that the crew didn't inform you that they were running behind.  When you spoke to the scheduler first she informed you that she would try and get ahold of that crew but was unsuccessful and she did send a text to them to call you when they are on the way.  When we opened this morning we called installer as well she spoke to your husband and they are now there installing the building.  Due to this being travel construction there can be unforeseen delays.  

   

  Thank you,

• Initial Complaint

  04/25/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  We bought a carport on 9/19/2018. We spent an extra $355.00 for a wind and snow rated package. We paid a total of $5553.30. It was rated up to 140 mph winds for three seconds. We had gusts that were approximately 65 mph on 3/3/2023. It blew the carport over onto my truck, doing $3000 worth of damage to it. Fortunately the truck held it off my horse trailer. My husband called the installer who never got back with us. He then talked to Beth on 3/28/2023. We sent her pictures of the damage and she acknowledged receiving them and said she would get back with us. Jeff called two more times on 4/7/2023 and 4/10/2023 and got recordings saying they were not accepting messages. I (** *** *****) called on 4/12/2023 and talked to Felipe who said he would call me back to let us know what they would do. Never heard from him again either. I am not expecting a complete refund since we have used it for a little over four years. But the fact of the matter is, their carport did not hold up and we paid extra to make sure it did. I would like for a partial refund to be issued. I do not want to replace it with another carport that can't do the job. I also would like for them to actually do what they SAID they would do and return our phone calls to discuss what a fair refund would be.

  

  Business response

  04/26/2023

  Mr. and Mrs. E****,

  I apologize for not getting back to you both in a timely manner.   I have just tried calling you on two different numbers and sent a text message.  If you could please return my calls so we can further discuss this I would greatly appreciate it.  Again, I apologize for the delay and not returning your phone calls.  Once I speak with you on what further information I need per request of my install manager I believe with will come to a resolution.

  Best Regards,

  Beth

  Customer response

  04/27/2023

   I am rejecting this response because:
  There has been no text message from Beth. There are also no missed calls or messages from her. She did call yesterday and I did answer her phone call yesterday and she apologized and said she would be talking to the installer and get back with me. She has not gotten back with since. We discussed two options - a refund or a replacement carport. After talking to my husband, a replacement carport is not desired. I would like a fair value refund and then we go our separate ways and I will let BBB know that it has been resolved. So far, there is no resolution. I do appreciate Beth's apologies, especially since she did not try to make excuses, but I would like it to be resolved and done.

  ** *** *****
  
  

  

  Business response

  05/05/2023

  Good Afternoon,

  After further extensive review of the building and photos sent the building that was installed back in 2018 was properly constructed to our 2018 engineered drawings.  Also, per our contract, Eagle Carports is not liable for any damages due to inclement weather.  The collapse of the building will need to be filed on your homeowners policy as this was at no fault of Eagle Carports.

   

  Thank you,

  Customer response

  05/05/2023

   I am rejecting this response because: we paid this company an extra $355 for extra wind and snow load up to 140 mph wind gusts - we did NOT have gusts over 65 or 75 mph and it was not sustained wind at that. We had seen that over the past couple years the building was moving back and forth with wind much lower than that but trusted in good faith that it would hold since we paid extra. We also realized during the cleanup of the building this past week that the building was NOT the length of 31' but was only 29' long.

  I have had to make multiple calls to get any response - and while I did get apologies for the lack of response, I continued to have to be the first one to reach out. At least in the last couple weeks, I would get Beth to call back. The only time they have been the ones to reach out first was to say sorry about about your luck. We are not going to honor anything.

  Basically, these buildings are not long term buildings. Even if you pay extra. We will not ever recommend this company or this type of product. I have a quote for a better building through a different company and I guess we will pay out the $15,000 to get something that will last. But very unhappy with Eagle. As far as I am concerned, it is done. Cannot say anything good about the company.
  
  
  

• Initial Complaint

  03/24/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Hello, Back in November myself and my husband were online looking for a metal building to use as a barndominium, I contacted a company called Eagle carports and spoke with a man named Mason. I told him exactly what we were wanting to do. Get a 30x100 building with a 12' lean too on one side that we can make into a barndominium. He developed a 3D buiding and sent it to my email,. where I could edit it and add doors and windows etc. He knew upfront that we were going to live in it and I was going to add heated flooring. We put over $10,000.00 as a deposit. Well it took us over 3 months to get our land cleared and concrete slab finished and our loan secured. finally we were ready for our building. The company was called Eagle Carports, I have a contract that I signed. Getting ready for delivery, I was on the phone with them and happened to mention that I want to be sure they use rubber grommets for the roof, as for it to not leak, and ruin our ceiling, the associate put me on hold and another person came on the line and said, " You cant live in this, this is a garage, This is not rated for a house" He asked me who told us we could live in it? I said your salesperson Mason, He is the one we sent the deposit to back in November. They told me I would have to have it re-Engineered and restructured and they would not gaurantee the building if we were to alter it in any way. So I had to speak with their engineer about additional cost for this. long story short, the engineer told me “ It would probably be between 2500 to $5000.00 extra to do this and I should talk with me salesman to see if he can split the cost with us. since he did not tell us in the beginning that we cannot live in it or alter it in any way.” So I immediately cancelled the building and haulted the delivery, which was going to be in 2 days time. I called and Spoke with Mason on the phone about what Eagle Carports had told. He stated “ Why did you tell them you were going to live in it, You should not have told them that”. I said I told them so there would be no issues with insurance or the warranty. He said people do it all the time, they just don’t tell them you are going to live in it. Then he proceeded to change his story that I never told him that in the first place that we were going to live in it. I told him that is a lye and he knew it from the very beginning of our conversation. So He told me he was going to call the company to see what he can do. Then he called me back and said there was nothing he can do since I cancelled the building. Then I got a call from a manager at Eagle carports , his name is Michael ( ************ *** ***), He told me that he would have an engineer to look at the building and see if he can upgrade it , so we can live in it. He never called me back with a price, so 2 days later I called him and he said the engineer never got back to him, but it would probably between 2500-5000.00 to upgrade and I should try to get some of this money from the Salesperson Mason, because Eagle Carports does not get any of the initial deposit. Asked Mason again about this, or if possible we can put some of this deposit for say another smaller building, that way we aren’t completed out of our $10K, He said, “ No way are you getting any of your money back or a smaller building, you signed the contract” I have spoken with the owner of Eagle Carports and his sales person at length and they are unwilling to give any portion of the deposit back, or provide a credit towards another smaller building. They say it is clear in the contract that I signed back in November. Per Facebook #************ **** ******* ************************* **** ***** *** *********************** ***** *********** ***** ******** Mason Sales person #************ ********** ** ***** ********* ******* ************ ********* *** ** *********** *** **** ***** ************

  

  Business response

  03/27/2023

  Mrs. *****,

   

  Per conversation that you had already with our Sales Manager he informed you step by step on how you will need to handle this.  Being this is a dispute between you and your dealer.  He informed you that you will need to dispute this with the card processer and he even went as far as finding out the name of the card processor which is Square.  We cannot refund any monies due to Eagle Carports does not collect any payment until after the building is installed.  

   

  Thank you,

  Customer response

  03/27/2023

   I am rejecting this response because:  The business did not give me step by step information on how to proceed, They did not give me information on square refunds. I have already contacted me Bank and they said it is past the 90 day mark and they cannot do anything to help me.  My money is with the salesperson for their company and he told me he would not provide a refund of any amount. 
  
  
  

• Initial Complaint

  01/13/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  A crew with Eagle Carport arrived at our property to build a barn for us. The installers viewed the site and begin constructing the metal frame of the barn. The head installer asked if we had any blocks that he could use. We showed him some bricks that we had, not knowing how many he wanted or why. During an inspection by me, ****** *****, I noticed that the installer leveled one side of the frame 4 bricks high. I pointed out this was unacceptable knowing the barn would settle and I was worried about the warranty being voided. The crew supervisor then said since the ground was not level, would have to pay a restocking fee. We asked could we correct that one side (level it with gravel we have on site) and he could come back the next day. He said NO. He started our property was not level per the company contract. He would need to take down the frame, return to the shop and we would have to pay 1/2 the restocking fee since we were nice. He said the check had to be 700.00 and someone would call to reschedule. We were later told the 700.00 was for his gas and time for the day! We are seeking a refund for the 700.00 we paid. The crew voided the contract when they decided to level the frame with our brick. The ONLY reason the crew stopped is because WE complained. My wife emailed Felipe ********* with the Customer Service Department for Eagle Carports. She a has all of the emails.

  

  Business response

  02/03/2023

  Mr. *****,

   

  Per conversation with scheduling and the install manager you agreed to pay the crew for them to return the building to the shop so you can level your grounds. Per contract grounds cannot be more than 3" off level and yours was 1ft off level. The $700 did go directly to the crew to return the building to the shop which is for their gas, time and stocking the building back up at the shop.  This is also on our contract in regards to a restocking fee. 

   

  Thank you,

  Customer response

  02/03/2023

   I am rejecting this response because:

  I was told the material HAD to be returned since it was not paid for per your on site manager.  We were told materials could not be left on site.  Again, your crew built the frame KNOWING the ground was not level. We ask for them to leave what they had done and we would level the one side.  YET … when your crew returned the 2nd time to install, it started raining. Your crew left the materials on site and said they would be back the next day!  
  

  Stop with the double standards.  Please refund my 700.00
  1.  You built knowing the ground was not level 
  2.  You left materials on site, which per you was not paid for.

  3.  You broke the contract, not me. 

  

  Business response

  02/06/2023

  Good Morning,

   

  We spoke with your husband ****** which he is primary on the contract and he agreed to pay half of the restocking fee ($1,400) which is the $700 and Eagle Carports paid crew the other $700.  ****** also said it was his mistake in not making sure grounds were within the 3".  Being we have recorded phone conversations of ****** agreeing to the $700 no refund will be given.

   

  Thank you,

  Customer response

  02/06/2023

   I am rejecting this response because:
  
  ****** felt he was forced to agree or

   

  1. Told would not return and lose the barn

  2.  Yes he knew the ground was not level  Your own crew knew the ground was not level, yet kept building. Everything on site changed when WE said we would not accept the building with our bricks being used to level the one side.

  3.  If we allowed your crew to continue building our barn, once it settled, WE were worried it would affect the structure of the frame.  Once we started discussing with the head installer we think he realized his mistake and then decided to bring up the ground not being level.  Why are we paying for his mistake?!  
  

  We are asking for a return of the 700.00.  It was your installers decision NOT ours to try and level.  He knew what he was doing   We were being forced to pay for his mistake   

  
  

• Initial Complaint

  01/04/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Eagle car ports delivered and installed a garage for us. After the work was done I inspected the building and found every piece of metal and scratches and the walk in door would not open plus it was obvious they had drilled a new hole is the door in an attempt to make the door work. I notified Eagle carports by phone and send pictures of the metal and door. A very nice lady named Beth scheduled the crew to come back out to replace all the metal and the door. When the crew arrived they told me there was no problem with the metal or the door. I called Beth and what ever she told them work because they started to "fix the door" not replace and they started to replace the metal. They took off 2 sides and started to replace with new metal. The problem is the new metal had scratches as well. I made them stop and called Beth at Eagle car ports back. She ask for pictures of the new metal which I sent her. She agreed the new metal has scratches and ask what I wanted to do. I told her I wanted a building without scratches because of rust problems down the road and I want a new door. We also discussed her sending me touch up paint and cash back instead of replacing the metal for the 3rd time because at this point her crew was getting hostel. I agree to let them put the metal back on the building until we decided what to do. After a couple of weeks I decided not to let that crew back up because my mother in law was frightened they would come back and cause problems. I talked with Beth and we agree on $1,400 and touch up paint. 60 days later I still have nothing. I have call Beth at least one time a week and all I get is empty promises of a check and paint are in the mail. The last call she informed me the owner now says I signed the last work order so I get nothing, case closed. I want Eagle carport to honor their 90 warrant. At this point I need help making them honor their 90 warranty or sending me paint and $1,400. It is obvious I am going to have to take them to small claims court.

  

  Business response

  01/24/2023

  Good Morning,

   

  Per the owners we are coming to replace panels and fix the door.  A repair will be written up and we will give you a call when we will be back out.

   

  Thank you,

  

  Business response

  01/24/2023

  Good Morning,

   

  Per the owners we are coming to replace panels and fix the door.  A repair will be written up and we will give you a call when we will be back out.

   

  Thank you,

• Initial Complaint

  11/18/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Eagle carports damaged my car from leaving an excessive amount of screws in the yard and will not pay me back because I “turned them in to the better business bureau.” Text they sent me to show.

  

  Business response

  12/12/2022

  As stated in the texts we informed you that we would take care of the tire.  However, we will not be covering the struts and so forth.  Also, you sent receipts but never of the tire.  In order for us to file the claim we have to have that proof.  Please send us the receipt for the tire to the number we provided you.  Thank you.

• Initial Complaint

  11/16/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have been in touch with Eagle Carports for several weeks. Due to an abundance of screws that were left in my grandmothers yard my car got a flat tire on the front right side and the strut was bent. I had to pay for the strut to be replaced and the tire. My hubcap also received damage and I missed a couple days of work while trying to get the car repaired. In addition to all of this the mechanic said it would be best for my car to also replace the left strut since I was forced to replace the right one as the parts work together and its not ideal to have one newer than the other. The building was put up at ***** ******'s house on October 21st. I have submitted pictures of the receipt for the tire and the struts I had to buy. I also payed $160 to have them put on, but do not have a receipt as I payed a friend to install them since the garages I called were quoting me around $1,200 for parts and labor. I also have submitted a picture of some of the screws we found. Their were many many more than what are in the picture. Eagle Carports already has all of this information, but will not call me back. I have reached out many times and been very patient, but they refuse to help me resolve this. We are still finding screws in my grandmother’s yard and even had to go as far as going over the drive with a magnet. ***** who purchased the building has also made contact with the company, per their request, and they still refuse to help resolve this.

  

  Business response

  11/17/2022

  We are aware of the situation and have turned everything over to our claims department.  Someone will be reaching out to you, but being this is a claim that has to be filed under insurance these things do require a process that has to be taken.  Thank you.

*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. ↩