Complaints

• Initial Complaint

  04/26/2023

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  Date: April 2024 Amount: $2700 Item: build a carport They they sent a crew of ******* immigrants that took 1.5 hrs to install. Couldn't speak ANY English & couldn't get out fast enuf. No inspections offered. Didn't even screw the top panels down. Bent over 3 support rebars like bent over rusty nails. Company professes to be ********* but HQ out of ******** ******** who could care less. Contacted them, gaffed, continued to contact & continued to be ignored. Alan's continuously says they're sorry but ******** ******** does nothing.

  

  Business response

  05/15/2023

  Good Morning ******************, 

  I am terribly sorry for the issues you experienced with the installation of your carport. I do see we have reported the problem to the contractor and they are working to resolve this issue as quickly as possible. I will reach out to them today to follow up and be sure the repair will addressed in a timely manner.

  Sincerely,

  *****

• Initial Complaint

  09/22/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  The sale is easy, the delivered product had plenty of problems. Don't let the ease of ordering fool you into thinking that after sale service even exists. Very incomplete information was provided for the pad so I spent hours on my knees and hundreds of dollars caulking the bottom of my three buildings. My suggestion is to NOT prepour your pad if you can. And ignore their demand for an oversized pad. Don't plan on being able to shut the garage doors if you are not 6 feet tall and pretty agile. It is impossible for my wife to shut any of our 5 doors. Oh, and two of them cannot be shut period. I could fix this myself... but that would void the warranty because ANY modification from insulation to electrical work, voids the warranty. Site cleanup...what is that? I have found enough screws on the ground and in my tires to build a fourth building! The manufacturer of these buildings is impossible to deal with. Run, don't walk away.

  

  Business response

  10/13/2022

  Good Morning **. *********,

  I am very sorry to hear about the issues with your buildings. Would you like me to submit a repair order to the manufacturer (******** ********) to address the concerns that you mentioned?

  Sincerely,

  Suzie

  

  Business response

  10/20/2022

  Hello **. *********,

  We are very sorry to hear about the issues you are experiencing with your buildings.

  Our company strives to provide the best possible metal buildings in the industry. We encourage all customers to report any issues they are having with a building so we can help get those concerns resolved. I will send you a direct message to the email address we have on file to follow up with your concerns, and ensure a report can be filed with ******** ******** (the manufacturer and builder of the structures purchased). It is our hope that we can help you resolve any concerns as quickly as possible. 

  Sincerely,

  Suzie R*********

• Initial Complaint

  09/06/2022

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  I have a contract date of 3/5/2021 for a carport. I continue to get excuses about why my carport has not be delivered. I understand it is a small order but 18 months is ridiculous.

  

  Business response

  09/12/2022

  Hello ****************,

  I am so very sorry ******** ******** has not be able to fulfill your order yet. 

  We can definitely help you cancel the order with a refund of the deposit you paid if you no longer wish to keep waiting. I do see this offer was extended to you previously, but you declined it. If you do change your mind at any point, please let us know.

  Sincerely,

  Suzie

  Customer response

  09/12/2022

  From: *********************** <*********************>
  Date: Mon, Sep 12, 2022 at 11:17 AM
  Subject: Re: You have a new message from the BBB of Metro Washington DC & Eastern Pennsylvania in regards to your complaint #********.
  To: Better Business Bureau <[email protected]>
  
  After much dispute my carport was delivered today.  Very pleased with the product and the install crew.   Thanks for being there.
  
  **********************;

• Initial Complaint

  06/19/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I contacted this company back in April 2022 about the hole is too large and that's why the pullup door will not stay down to the ground. I have a year warranty but the company has not gotten back with me to fix this problem as stated by ******* ********. This company does not provide prompt customer service, this warranty is no good if it's not honored. I want the the pullup door to stay down,

  

  Business response

  06/27/2022

  Hello **************,

  I do see a repair request was made by you directly to ******** ******** and they are planning on sending their crew back out to address the issue. Unfortunately ******** ******** does not update us once a repair order or installation of a new building has been completed, so please don't hesitate to reach out if you don't hear from ******** ******** as expected to address this issue so we can follow up with them for you.

  Here is the direct response I see we received from ******** ******** when you reported this concern:

  Email from ************************* at ******** ********:

  Thank you.  **** does have a service order for this customer. As you are aware, *** observes a 1 year workmanship warranty and are happy to service the customer under such. Service orders are placed in our routes and we call 2-3 days in advance of arrival.

  Customer response

  07/09/2022

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  I am rejecting this response because: The door still leaks and it was not fixed when they came out.
  
  Regards,
  
  ***********************
  

  

  Business response

  07/18/2022

  Good Morning **************,

  To clarify, ******** ******** has come out to address the issue but the issue is still not resolved? My apologies but their company does not provide us with any updates on orders.

  If you can confirm this to be the case, I would be happy to reach out to ******** ******** on your behalf to request a 2nd repair visit to resolve this issue.

  Sincerely,

  Suzie R*********

  Office Manager

• Initial Complaint

  05/11/2022

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  It's been nearly 8 months since I ordered my carport. My deposit was taken from my account. I was notified my carport was being delivered and set up about 5 months ago and the morning schedule time I was notified personal issues came up and wouldn't make his appointment and didn't reschedule and have not heard anything to date

  

  Business response

  05/16/2022

  Hello ******,

  I do see the order you placed in February of this year. Is this perhaps the order you are referencing?

  If you are referring to this order, I do see there is no estimated lead time of this order, which means we do not know how long your wait could be. This information was emailed to you and included on your invoice we sent for approval prior to fully processing your order but I do sincerely apologize if you didn't have a chance to review this information.

  Unfortunately the factory considers this to be a work-in order. This means they are fitting them in where they can along with other orders going to a specific area. The routes are created by location for each install and by weight.  For that reason, there is no pattern or average lead time. I am truly sorry for this. 
  
  The scheduler will only know when they plan to install roughly 3-5 days in advance, at which point they will be calling to schedule with you.
  
  Please keep in mind that we do offer the option to cancel with a refund at any time, as detailed in the contract we sent you for approval, should the lead time no longer fit your needs.

  Sincerely,

  Suzie (Office Manager)

• Initial Complaint

  03/31/2022

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  I signed a contract with Alan's Factory Outlet on 3/29/21 (2nd Revision of contract) for a 18X21 Carport. I made a down payment totaling $104.10 of which $55.10 was refunded due to changes made to the carport. To date I have 19 emails to Savannah V*******, who schedules deliveries for the company, to which the main response has been no delivery is scheduled. After a year of anticipating this item, I am no longer interested and would like to be refunded the balance of what has been paid.

  

  Business response

  04/04/2022

  Hello *** *******,

  As requested, I will be cancelling your order & refunding your deposit in full.

  I will email you confirmation of this for your records directly to your email.

  Sincerely,

  Suzie

  Office Manager

  Customer response

  04/05/2022

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 
  
  Regards,
  
  ***** *******
  

• Initial Complaint

  03/04/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I placed an order with Alan's Factory Outlet on Dec. 3. 2021 for a metal garage installed. I have contacted the company periodically for updates and continually get the run around. My price point on the garage said installation would be 4-6 weeks. It's been three months with no answers. At this point, i would like my $1744.00 refunded as it does not seem I am getting my garage. No one can provide any concrete information, and I have been given no other options in the couple of responses I have received.

  

  Business response

  03/14/2022

  Hello **************,

  I do see where ******** ********, the builder of your garage, is not providing us any valuable updates on your installation and I do apologize sincerely for this.

  We can absolutely cancel the order with a refund of your deposit. I will process this request for you now and email you copies of the cancelled invoice for your records.

  Sincerely,

  Suzie R*********

  Office Manger

  Customer response

  03/21/2022

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 
  
  Regards,
  
  *****************
  

• Initial Complaint

  02/25/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We ordered a carport November 2, 2021 and were told it would be 6-10 weeks till delivery. Well we finally had enough of the runaround from them that we canceled today February 25, 2022. We had a concrete pad installed and waited and waited. My husband called several times. They would give him the number to call the company that was supposed to install it and he left one voicemail never got a call back. Then after that kept getting voicemail is full. He called Alans back and was told they are behind and are working on October orders now. Well that was at least a month or so ago and still we have not got a carport. My husband called Alans again and they sent an email to the company installing the carport and included my husband in it. Well after week of no reply to the email, my husband sent a reply saying he has not heard anything. They replied do you want to cancel. I feel played and lied to. Also why do we pay them a deposit but they want us to call the contractor they have to install it and then they just send an email. We paid Alans! We hired Alans and it should be their job to be on top of what's going on with the orders and not our job to try and try to get in touch with the contractor they us. I have read a lot of the other complaints and they seem to have had the same issues and Alans response is always the same and they don't seem to want to take responsibility for their bad business and blame the manufacturers or the contractors. One guy I seen a comment on has been waiting a year for his order. We have been told refunds are processed in batches and are processed at the end of the week. Today is Friday. Its the end of the week and it seems strange they are done in batches. They should be done asap. I definitely feel scammed. Lesson learned!

  

  Business response

  02/28/2022

  Hello ********************,

  I do see a full refund of your deposit was processed and you should have received confirmation of this via email. I do apologize that you had to wait for the refund to be processed.

  If we can help in any other way, please let us know.

  Sincerely,

  Suzie R*********

  Office Manager

• Initial Complaint

  02/14/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  The inspection of the building did not go through. I've emailed the code enforcement/ failed inspection in November 2021. The doors of the building are not bolted at the top and the front and back windows are not attached . I've spoken with ******* she send me to **** and **** keep telling me that they will set a dat but nothing happened at all. Code enforcement want this problem to be taken care of before hurricane season start but I have no luck from this company to come fix the problem. I cant do insulation, electric unless the inspection of the building clear. This is my business and I am losing money each day that I cant use the building for breeding.

  

  Business response

  02/24/2022

  Hello **. ***********,
  
  We have been informed that ******** ******** has scheduled with you to resolve this issue for Saturday. If we can help in any other way, please let us know.

  Sincerely,

  Suzie R**********

  Office Manager 

*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. ↩