Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:02/09/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 9/29/23, I paid a deposit for a carport at ************ in ***** **. The deposit was $332.94. Total price of the carport was $2561.06. It was communicated to me that it would take about 5-6 weeks for the carport to be installed. C&H carport called to verify the carport, installation site, size, direction and required pictures of the cement slab. I was replacing a carport that had been blown off the slab. Numerous installation dates were scheduled and rescheduled (by C&H) due to there issues. Finally, on December 11, a crew came out to the location and observed the slab and informed me that they had the wrong carport. Apparently the carport that was reversed (W x L). The C&H supervisor got on the phone and threatened that I would be responsible for additional costs if, when she reviewed the phone call recordings, I had made the mistake on the carport. The supervisor called back after listening to the phone calls C&H had made with me to verify the dimensions and acknowledged their mistake. It is my understanding that the person that made the mistakes is no longer employed at C&H. Regardless, in December, due to C&H's error, I had to reorder an new carport and pay an additional deposit $234.66 (total deposit of $567.60). The total price of the carport was now $3,338.81, over $800.00 more. I expressed my dissatisfaction with the company and the mistakes they have made on numerous occasions including all the different scheduling and rescheduling of the installation dates. I asked to speak to a supervisor on numerous occasions but I think I was just transferred to other sales people within the company. The carport was just installed February 2. For all the trouble, C&H only offered $100.00 off the total price. I paid an additional $2,500.00 on February 5th for a total of $3,067.81, which is more than fair considering the problems and additional monies I already had to pay C&H. I am very disappointed in this company.

  Business Response

  Date: 02/29/2024

  ******************, 
  
  
  We understand the confusion at the time of placing your original order with dimensions being incorrect. Thankfully, we were able to make the corrections that would get you the structure the size you wanted it to be.With the rescheduling of installation dates unfortunately it was during a time of weather conditions out of our control. We will be waiving the balance remaining on your account and truly appreciate your business. 

  Sincerely, 

  C&H Carports

• Initial Complaint

  Date:12/11/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On Sept. 28, 2023, I ordered a carport. Also told the salesman I need it two feet anchor down, that is two feet anchor with cement. He told me ok like he understood what I was saying. This is December the ********* have called the company several times but no results. The amount was a down payment. *************, **** ************, *****, Tex. , ************ was suppose to put it up. All they wanted to do is bring it in and set it down. That is not what ********, **. wanted, they wanted for them to follow code. The salesman address is, Highway 62 *******************, *********************, ****. City, ****. ************. All the salesman needs a list of city code in their district to help their customers.

  Business Response

  Date: 01/22/2024

  ***********************,
  
  Your order was placed on 9/28/23 through one of our authorized dealers located locally to you. Once your contract was submitted to C&H Carports and our staff began to work on your account, we had communication, and you did notify project would require a city permit. On you signed contract terms and conditions of sale you can find line # 2. Buyer shall be fully responsible for obtaining any required city or county permits, or any other requirements regarding the installation of the unit prior to scheduling the delivery and installation of the unit.  As part of our customer service, we did assist in part of the communication were had a difficult time understanding what the city inspector was informing you needed to have to complete installation of your unit. 
  On 11/20/2023 you had communication with our office regarding requirements the city was requesting you needed to have Concrete Brace Supports for them to allow your installation in which our staff did disclosed the cost per Concrete Brace Supports of $250.00 each. At this time, you did disclose you wish was to cancel this order. 
  Cancellation are reference on line # ** on terms and conditions In the event they Buyer cancels the order; Buyer shall receive no refund on the 13%-17% deposit required to order. There shall be absolutely no refund on special order. Some cancelled orders may result in an additional restocking fee of up 10% of retail. 
  With you unwilling wanting to comply with the requirements of your city we are unable to proceed with delivering your building. 
  
  C &H Carports, Inc. 

  Customer Answer

  Date: 01/24/2024

  I am rejecting this response because:  I told them you had to anchor them down two feet by city code.  I went to get the permit on Oct. 5, 2023.  When I ordered I paid $234.07 down and told them that they had to be anchor down two feet.  Also the inspector for ******** called them and told them the same thing.  In Nov. I did not cancel the order because of the money thing.  In the last month I went to someone else and got someone to put up a carport for me.  It is done the way it should have been done in the first place.  Today is January 24, 2024, I just got a text and call from a lady called Serenity wanting to put the car port up and ask me to call when they could.  I was wondering why the late date or is it where they don't know what each other is doing.  They have a very sorry thing going when they don't know what the other one is doing. 

  I am a senior citizen and I don't like to have my money taken away from me when they didn't do their part. I think that is called SCAM and if that is the way the company is I don't want nothing to do with them.  I have put the word out about their company and hope someone will pay attention.  Don't be taken like I was.  

  If they can live with it, I can live without it.  I hope they can sleep at night.

  
  

  Business Response

  Date: 02/26/2024

  We are truly sorry the inconvenience that you went through. We strive to communicate with the customers and review terms and conditions on our contract regarding the down payments being non refundable.  

• Initial Complaint

  Date:09/08/2022

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Was quoted a 2-4 week installation time when the contact was signed in June 2022. Dealing with the office staff to get the site evaluation and construction scheduled has taken many attempts with little to no responses from the office staff at C + H carports. A staff member that is assigned to another area has been trying to help out but because the person who should be responsible for scheduling always has excuses like on vacation, cant communicate in a timely manner with the crews and the customers. I have now been informed that maybe Oct 2022 they would do the installation but have yet to get the parts together to do the building! They also said that their timeframe is 4-6 weeks from site inspection to installation and they would try to complete the work before week 6. It has already been 2 weeks since. *** the sales manager talked out of both sides of his mouth. He said that he didnt care about the BBB complaints. He ONLY confirmed that they wanted to put me on the schedule and there would be no guarantee they could complete the job by the new timeline. He said that things had changed since he quoted the initial installation timeline and now they were 4-6 weeks from site inspection. This install was confirmed with *** at the time the contract was signed because we needed it installed by Sept 1.

  Business Response

  Date: 09/10/2022

  Estimated delivery times help us help customers by giving the closest idea we can get about roughly how long it *** take to complete a project, however, there are several factors outside of our control that *** have a direct impact on our schedules such as weather and holidays.
  
  
  
  As a company, we take customer service matters seriously, and try to go the extra mile for any of our customers in an attempt to achieve their complete satisfaction. Our management team contacted **************** and expressed that, unfortunately, as much as we would want to a sooner date is not available given our current estimated times for delivery. We also expressed that should any date become available sooner we would be in touch with him in order to accommodate him.  
  
  
  A follow up email was sent following the phone conversation on September 7th stating the following: 
  
  
  "Mr. ******, to reiterate our phone conversation, we have you down for the installation of your metal building for Monday, October 3rd, 2022. I am very sorry that we are unable to offer you a sooner date at this time. We will keep close watch on our schedules and will be contacting you should another date become available sooner than the date agreed. 
  
  
  ****** will be providing you with a quote for the lift rental for your installation and sending a separate invoice should you decide to have us provide the telehandler. 
  
  
  Please let us know if you have any additional questions, "
  
  
  
  As a part of our quality assurance guidelines, every phone call, text message, or email is automatically logged onto each customer's profile, and at a glance, we do not see any unreturned phone calls or pending messages that have gone unanswered but can definitely conduct a wider search as we always strive to maintain good communication with every customer. 
  
  
  As expressed in the past, we would be very glad to contact the customer to accommodate his requests regarding delivery should any date become available before October 3rd, the date we have currently scheduled. 

  Customer Answer

  Date: 09/15/2022

   
  Complaint: 17930866
  
  I am rejecting this response because:

  
  False representation of installation timeframe before contract was signed and afterwards. Failure to return or respond to scheduling inquiries in a timely manner. No building has been erected as of this date. Arrogant and deceptive comments by sales manager and other staff members. Business has a history of similar customer complaints. 
  
  Sincerely,
  
  *********************

  Business Response

  Date: 09/16/2022

  In the politest way, as a business we do not feel as if there could be a response that we could possibly render at this time that would be acceptable to ****************. Promptly after receiving the order for his metal building, a site inspection was scheduled to verify his site in order to schedule delivery for his metal building. Unfortunately, at the time of inspection it was encountered that the customer's concrete had not been poured in yet. 
  
  
  
  As explained on our last email to him, we have worked very hard at trying to speed up production of his building and are able to offer a sooner date by bumping his installation by one week, on the week of September 26th.
  
  
  We hope that this helps a little, and we  remain committed to reaching out to him if we are able to speed up the process even more.  

  Customer Answer

  Date: 09/19/2022

   
  Complaint: 17930866
  
  I am rejecting this response because:
  

  I still have no building. Now they keep sending the same email (3x) in regards to a lift which has been answered 3x and attempts have been made to contact them by phone, but they do not return calls in a timely manner nor answer their phones! We have scheduled to have a local company provide a lift for the days they have committed to installation. They appear to have the same chronic complaints from customers about communications and scheduling. If they can take the time to respond to the BBB they should take the time to respond to the customers emails and phone calls in equal fashion - but they do not. They waste people's time with lack of information and communication unfortunately they choose to behave in an egotistical manner which is detrimental to the customer's experience.

  
  Sincerely,
  
  *********************