Complaints

This profile includes complaints for Carolina Carports, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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• 

  Carolina Carports, Inc.

  187 Cardinal Ridge Trail Dobson, NC 27017-8652

• 

  Carolina Carports, Inc.

  411 Bear Creek Church Rd Dobson, NC 27017-8372

• 

  Carolina Carports, Inc.

  PO Box 1263 Dobson, NC 27017-1263

• 

  Carolina Carports, Inc.

  608 Beal Pkwy NW Fort Walton Beach, FL 32548-3502

• 

  Carolina Carports

  7451 E Walking Rain Rd Bronaugh, MO 64728-7657

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:01/31/2025

  Type:Billing 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.

  9/12/23 a Carolina Carport representative arrived at my home to install and and handed me an invoice which I paid in full. (See upload). In August 2024 a Carolina Carport representative called me and asked for more money as they had made a tax error 11 month prior to I told them I would not pay it and I had the original invoice showing paid in full. A few weeks later I received a bill in the mail which I ignored. The bill was back dated to 8/30/23 prior to installation. This is their accounting error and I should not have to pay it 11 months after the fact. My husband is an Army Veteran and we are now retired since the business transaction.

  Business Response

  Date: 01/31/2025

  I am in receipt of the customer's concerns. 

  While I appreciate their opinions as to fault, the original order they are referring to is the binding contract they signed with the dealership. In that binding contract, it specifically states that CCI has the right to correct any pricing errors made by the dealer. 

  In this case, the dealer applied the wrong tax rate. The rate was noted and the customer was advised of the additional tax charges at the time of scheduling. It is also clearly noted on the order they received on the date of delivery. We have sent several bills over several months. 

  The customer owes a total of $58.18. This is their sales tax. We would greatly appreciate the customer paying their taxes so that we can clear this liability. We apologize that this has been frustrating for the customer but we must collect and pay sales tax as that is required by our federal and state governments. 

   

  Sincerely,

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

  CCI General Manager

• Initial Complaint

  Date:01/12/2025

  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.

  My wife and myself purchased a metal building in 2018 from Carolina Carports, INC. We informed them that we was going to turn it into a house. We was told that the building would have a 20 year warranty. We have had to have them to come out 1 time already to replace a garage door. They replaced with wrong door but did replace it. Now I have a roof leak. When I called to see about getting someone to come out to check it out; I was told that since we turned it into a house that it voided the warranty. I told him that we were never informed of this. I informed him that they had already replaced the door since then. The agent told my to read the contract which I never seen. I told him that either we or our representative would be in contact. The agent said F*** You and disconnected.

  Business Response

  Date: 01/13/2025

  I am in receipt of the customers concerns. 

  Per the contract terms, ANY alteration to the structure voids all warranty. The unit has a 1 year workmanship warranty which has well expired and would have been voided by the alterations. We agreed to address the garage door as that was not an area that was impacted by alteration, it was accessible and we did this as a courtesy. 

  At no time has CCI ever warrantied an entire structure for 20 years. Certain products do have a rust through warranty on the physical materials and some have a 10 year warranty. However, those warranties are also voided by alteration. In fact, CCI frowns upon alterations. If the customer purchased through a dealer who misinformed them then they can certainly follow up with them directly. However, this would not change the determination that the unit does not have a warranty and we are unable to service the unit. 

  CCI cannot warranty the work of other contractors. If a customer at any time indicated to ********************** directly of its intentions, we immediately bring attention to the voided warranty and advise that CCI's units are rated for storage use only, they are not rated for occupied use. If the customer wanted to convert the unit, they would need to hire an architect and engineer to upfit the building. The upfitting of the building would immediately void warranty.  

  Sincerely,

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

  CCI General Manager

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

• Initial Complaint

  Date:01/09/2025

  Type:Delivery 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.

  ordered a 35 RV carport7/12/24. We paid $453.60 deposit with the remainder upon delivery. Once the building was complete they scheduled a delivery of 8/8/24. When they arrived, they were actually at the wrong location, 3 hours early and spoke no English. They refused to deliver the building or to drive down our driveway. Mind you I live in a 40x60 red-iron building, have two additional buildings that are 30+ feet long that have been delivered (one delivered already BUILT) They refused to drop the building supplies, the whole thing. Then they just left with us having no idea what was going to happen. called the number for my contact and had zero contact. Emailed as well. It took two weeks of me calling to talk to someone about rescheduling. When I finally did speak with someone they had NO idea the building hadnt even been delivered. I was put back on the schedule for delivery. I called about every three weeks to only be told Ill call you when we are about a week outits in the managers office for scheduling, we will call you. Every excuse given. When they DID answer my phone calls. In early December they called to schedule. We wanted to speak to whoever was delivering it so we could minimize any issues. Oh yes theyll call you and talk it through. Then Nothing. I have called about every other day (if not daily) to only get a voicemail. I have left voicemails. No response. Today (1/9/25) was the day they were to deliver. I was told noon to 1ish. And while I understand we are in a polar vortex whatever..at 330PM I just received a TEXT from them saying they must reschedule. Like I had any thoughts they would deliver. I believe delivery was another 2600 and some changes This is awful business practices and I feel we have been completed duped. And weve been too nice apparently. We cant be the only ones. There are numerous ******** groups calling it a scam. Also known as Carolina carports

  Business Response

  Date: 01/13/2025

  We sincerely apologize for the negative experience youve had regarding your RV carport delivery. At ********************, we strive to ensure customer satisfaction by working with trusted manufacturers like Carolina Carports, and its deeply concerning to hear about the issues youve encountered. We will promptly reach out to the manufacturer on your behalf and request that they provide an update either directly to you or through us. Please know that you are not alone in this, we are here to support you every step of the way and will do everything we can to make this right.

  Customer Answer

  Date: 01/13/2025

   I am rejecting this response because:
  
  I am not satisfied with this response. To date I have received no word from the business since reporting. I have received no emails, phone calls or anything to advise what to do.  I wish this remains open until they do so

  Business Response

  Date: 01/13/2025

  We understand your frustration, and we sincerely apologize for any inconvenience caused. While we, as your dealership, dont have control over the scheduling, please know that we only partner with top manufacturers to ensure the best service for our customers. Once we're made aware of any issues, such as the current one, we act promptly to address them. We reached out to the management team at Carolina Carports and received an update for you. Unfortunately, your delivery, which was scheduled for last week, had to be canceled due to snow. Their headquarters also experienced snowfall and are currently short-staffed. They are actively working on rescheduling your delivery, and as soon as we have a confirmed date, we will notify you right away. Alternatively, you may hear directly from them.

  Business Response

  Date: 01/16/2025

  I am in receipt of the customers concerns. 

  The customer placed a deposit of $453.60 with Millennium Buildings in July 2024. The amount paid is the commission that the dealer retains for making the sale and that is outlined in the contract terms. CCI does not receive any portion of that payment. In fact, CCI is not paid until the unit is complete. 

  A contractor was sent out in August 2024. It takes the crew about 5-6 hours to load and drove 4 hours from ** to complete this install. Please keep in mind that the contractor is only paid for completed projects. If he is unable to complete a building, he does not get paid. So the crews are highly motivated to complete units. This crew would have had 10 man hours for 3 crew members invested at this time along with any travel expenses. 

  The contractor that was sent out was our #1 crew in our ************ His name is ******* and he speaks perfect English. I do not speak Spanish at all and I communicate with him perfectly. 

  When the crew arrived they immediately noted that they would not be able to make it to the actual install location due to the fact that the customer purchased a 36' long, Regular Style unit. This means the longest piece of sheet metal is 36' long. The crew also had a heavy load that would not allow them to maneuver as easily. He was concerned that the 36' long sheet metal would scrape and be damaged. He advised that the order could be completed, but it would have to be the last stop on the truck load so that no other materials were on the trailer and it would need to be shipped with a tow behind trailer, not a gooseneck. I completely understand that the customer has advised that they have buildings on the property. I cannot speak as to the lengths of those materials, the height of the trailers or the transport method but I will say that the carport industry is unique in its shipments and operates differently than any other shipping company. 

  To place an order last on a truck load is not an easy task. The route essentially has to work out perfectly from location to location, weight ratio's have to be evaluated, there are a number of factors. We placed the order back en route and scheduled for January. Unfortunately, weather became a factor. The contractors did attempt to work but were unable to travel safely. The customer received notification as soon as we were notified that the crew could not proceed. 

  We have attempted to reschedule the customer again and they have indicated that they have already cancelled. Since CCI does not receive any funds from the down payment, we would assume that they obtained the refund from the dealer. Refunds are designated as non-refundable so the dealer can choose to retain that at their discretion. 

  If the customer has any other questions or concerns, they are welcome to reach out directly. 

   

  Sincerely,

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

  CCI General Manager

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

   

• Initial Complaint

  Date:11/28/2024

  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.

  Carolina carports is in some kinda of scheme taking deposits from customers under another bussness name Viking streel. ****** steel gets your money then acts like Carolina carports is going to deliver the goods for them and then they all just keep telling you someone will reach out to you, then know ever does. Paid the money to Viking steel but believe this is just a DBA front. Bunch of cons.

  Business Response

  Date: 12/02/2024

  I am in receipt of the customers concerns. It would appear that the customer is concerned about the entire process so I will do my best to outline that. 

  Carolina Carports is a manufacturer. We produce all the pieces needed to construct a metal building. We do not sell direct to the public. We are like the wholesale "Lowes Hardware" of carport materials. The buildings are sold through a network of distributers known as dealers. In this case, the customer purchased from ****** who is an authorized Carolina Carports dealer. The dealer works with the customer to design the unit, takes a down payment and sends the order to the manufacturer. The down payment is retained by the dealer as their commission for the sale. 

  Once CCI receives the order, we contact the customer to determine when their foundation will be ready. In this case, the order was placed on 10/16/24 through the dealer. CCI reached out to the customer on 10/22/24 to see if the foundation was ready. We were advised that it was not which initiates a production hold. In order to release the order from hold, the customer must provide photos that the foundation is complete. The customer sent those photos to ********************** on 11/22/24. The order is then released from hold and placed into rotation for production. This process typically takes about 4-6 weeks. Once the unit is produced, we secure a contractor and move forward with scheduling install. 

  Since the customer's foundation was only recently ready, it will be several weeks before the unit is ready for install. We call approximately 1 week in advance of installation to schedule and review the order once more. 

  In terms of a refund, CCI does not currently have any of the customers funds so we would be unable to assist in that matter. We do not get paid on this unit until install is complete. The down payment which is ******'s commission for the sale is a non-refundable deposit. 

  We are happy to keep this order in rotation for production and install. It does appear that the current process is moving forward according to schedule. We do have holidays and weather potential upcoming so we do ask that all customers keep that in mind. 

  Sincerely,

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

  CCI General Manager

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

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

  Customer Answer

  Date: 12/02/2024

   I am rejecting this response because: I would like a actual date of install. If they can't provide that then I need to proceed with a refund. Its not that hard to give me a date. If they would have told me up front that you will not receive a date until 1 week before installation then I would have never moved forward in the first place. The reason for this is I had hard deadlines to meet on things that are happening after the shop is in and now not only is it not going in before Christmas, I have zero clue on when or if it will really happen. I would have went with a more expensive option just so I could had made my deadlines. Money isn't the issue. Being lied to so that y'all could get my initial funds is the issue. I work in retail and I understand the importance of getting the money, but you have to do honestly. Carolina Carports partner or *** in this case is straight up lying to get peoples money then doing the opposite. If one company is in charge of the money but the other company is in charge of the install, there's the whole issue. I don't work for yall and I just found the problem for you. I need a date or refund. One of the two, not we will call you when we are ready to scdeule. Again that may work for you but it don't for me, I need a date.
  
  
  

• Initial Complaint

  Date:11/24/2024

  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.

  Orderd 20x20x9 building on July 19 2024 was told buy seller 8 week for delivered it is now nov 24 2024 still no building been in cont5with carolina carports been told it was on a route was told out for delivery now as of Tuesday nov 19 need A $ ****** o jrder in my area to be deliverd and until they get one it b would not be delivered and if I cancel the order NO Refund on deposit

  Business Response

  Date: 11/25/2024

  I am in receipt of the customers concerns. 

  Unfortunately, there is not enough information contained for me to be able to locate or reference this order. Perhaps it is listed under another name or a company name. I have provided the state rep with the customers information to reach out for further information in order to be able to better assist. 

  Sincerely,

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

  CCI General Manager

• Initial Complaint

  Date:11/21/2024

  Type:Order 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.

  I purchased a garage from this company and when they finally came out to put the garage up they tried to charge me $300 more money because the ground was not level. However I had put a concrete pad down just for the garage and showed them that it was level. I even had the company building a school right next to my property help me with the pad. They tried to argue with me then left. I just want my deposit back as they broke the contract and tried to scam me for money.

  Business Response

  Date: 11/22/2024

  I am in receipt of the customers concerns. 

  Our contract does outline free installation on a level foundation. If the foundation is not level, this creates additional work for the contractor. The contractor did contact the office to advise that the concrete was not proper. The contractor has the right per the contract to charge labor as they see fit. 

  Additionally, please keep in mind that the contractor spends many hours loading heavy materials, drives hours to get to a job site spending expense money in fuel, food, hotels, etc. So the guys are not inclined to show up and simply not work because if they do not work, they do not get paid and then they have expended all those resources for nothing. 

  In terms of the down payment, that is the commission kept by the dealer for the sale. CCI has no portion of that and therefore cannot refund it. The customer would need to inquire with the dealer. 

   

  Sincerely,

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

  CCI General Manager

  Customer Answer

  Date: 11/22/2024

   I am rejecting this response because:
  The concrete was level and we have pictures of a level on the concrete showing that it was. When the contracter ran the line the sticks were not straight. They were just trying to get more money from us. This company has many complaints and bad ****** reviews. I understand was the contact says but when the contractor either lies are doesn't know what they are flooding then they broke the contract not us.
  
  

  Customer Answer

  Date: 11/26/2024

  Here is the photo of the level. 

• Initial Complaint

  Date:11/05/2024

  Type:Order 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.

  Building installed April 2024, rust noticed inside building support. ****** notified initially in June, sent pictures of area of concern that was under warranty. No contact until 8 weeks later. Unable to assign a crew to replace the rusted supports. Still attempting to schedule replacement almost 6 months later for work that is under warranty. Buyer beware, they will gladly make the sell, but no follow up for issues and repairs that are covered under their stated warranty!

  Business Response

  Date: 11/05/2024

  I am in receipt of the customers concerns. 

  To clarify, the area of concern reported is not part of the structural framing and is not part of the rust through warranty. The area is a welded area where galvanized spray is used. Those areas do have to be maintained over time, especially in an area at the coast where there is salt water which can cause corrosion. Regular maintenance is essential. We did issue a service order as a courtesy to go out and respray the area.

  We received the report on 7/5/24. We attempted to schedule twice in August and once in October with no returned phone call. The customer accepted scheduling for November 7th. The contractor is ahead of schedule due to a foundation not being completed properly by another customer. We contacted Mrs. ****** to let her know the crew could come today, she refused. 

  We have advised that we will place her on the next truck in the area. 

   

  Sincerely,

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

  CCI General Manager

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

• Initial Complaint

  Date:09/23/2024

  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.

  They tried to install the barn I purchased, but their truck weighed too much and they tore up the yard. The tow truck driver that got them out said, they were carrying more weight than is even legal to carry on the roads per DPS.

  Business Response

  Date: 09/24/2024

  I am in receipt of the customers concerns. 

  The contractors are independent, they are not employed by CCI so this should not be filed against CCI. We are not on site, we do not transport or install. The contractors purchase materials from CCI, kind of like any construction company goes to *****. We are the manufacturer only. They load their own trailers. While we appreciate the tow company's opinions, they have no way of evaluating weight without weighing the trailer. Typically, the contractors load in **, there is a weigh station about 1 mile from there, they weigh before leaving out. For CCI, we have no part in any of that process. 

  In terms of the yard, the customer can submit photos and two estimates for yard repair. We would then get with the contractor regarding a potential insurance claim, assuming the customer's concerns and estimates are validated. 

   

  Sincerely,

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

  CCI General Manager 

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

  Customer Answer

  Date: 09/24/2024

   I am rejecting this response because:

  Carolina Carports is who was hired in contract to provide the service. 

  I purchased from ************** Outlet, in the contract it states, that Carolina Carports *** is who will be RESPONSIBLE for the installation. It says nothing about subcontractors, or their use of subcontractors. If there is a need for them to engage the subcontractor they hired to reimburse them, that is their responsibility. They should take responsibility of the damages done by the subcontractor, as I never agreed to do business with a subcontractor only CCI. 

  Additionally, I did submit the complaint AND pictures the exact day the damages were incurred. (9/9/24)

  I called them, followed the directions of what they asked (estimates for repair from 2-3 contractors) and provided 1 in a timely manner, and gave them the info to pay for the $50 estimate for the 2nd, after 1 week, the contractor contacted me who was waiting for payment for his estimate, and told me they never reached out to him. He subsequently provided me the estimate, and I relayed to CCI, with a 3rd estimate. 

  CCI has dragged their feet and been unresponsive (gaslighting/ghosting) me through the whole process. 

   

  
  

  Business Response

  Date: 09/25/2024

  All information regarding CCI states that we use qualified independent contractors, that information is public knowledge. 

  In terms of the damages, CCI has no recourse for filing a claim directly through CCI as we have no presence on site. If we filed the claim through CCI, it would be denied. Additionally, CCI cannot file a claim against the contractor for reimbursement with the insurance as we are not the damaged party. 

  The contractors clearly work out of town. The information was provided to the contractor upon his return. The insurance claim has been filed. Once an adjuster is assigned, the insurance company will reach out directly to the customer and contractor for statements and/or additional information that may be needed. 

  Once a claim number has been assigned, we are happy to help by passing that information along. 

  Sincerely,

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

  CCI General Manager

  Customer Answer

  Date: 09/26/2024

   I am rejecting this response because: 

  In response to your public knowledge of the use of contractors, I do see that now on your website. However, again it is not stated on the paperwork/contract with ******* Since the purchase was made from ******, and it states CCI will be performing the installation, it might benefit your future customers to have it in the initial communications from ****** that CCI does not actually perform the installations, rather that CCI is responsible to subcontract the installation to other contractors. 

  Otherwise, yes a claim was finally filed by your contractor and the agent has reached out to me to begin the process.

   

  
  

• Initial Complaint

  Date:09/11/2024

  Type:Product 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.

  For several months my husband *********************** *************) and I dealt with ****'s Factory Outlet hiring them to build a shed and a pavilion on our property at **********************************************************************************. In August ************************************************** September we ordered the pavilion and paid them a deposit. They said that we needed blueprints from their 3rd party called Carolina Carports so we paid them $175 on September 6th and $175 on September 27th. (A total of $350). They said that the ground under the shed had to be level so we spent several weeks digging out the grass to make it level. They said it needed to have a gravel base so ***** took days off work and rented a trailer from Sunbelt Rentals for $123.61 on November 17, 2023 and bought several tons of gravel from Earthworks for $149.80 to prepare for the shed. We were in constant contact with the company sending pictures of our updates in emails and talking to them on the phone. They said we needed permits so we made several trips to the Bay County Building Department to obtain those. On October 23, 2023 we paid $373.83 for the building permit for the shed. On December 5, 2023 we paid $322.48 for the permit for the pavilion.We waited for several more weeks and were finally told that they would arrive to build the shed on January 22, 2024. A truck arrived in the morning and after about 5 minutes the builder said the site for the shed and pavilion were too far from the driveway and they couldn't build them. We have wasted so much time and money dealing with the incompetence and fraudulent business practices of this company. ****'s Factory Outlet refunded us the deposits for the shed and pavilion on January 22, 2024 but Carolina Carports hasn't refunded us for the $350 we paid for the blueprints. They should also refund us for $273.41 we spent laying gravel, and the $696.31 we paid for the permits. The total of these expenses is: $1,319.72.

  Business Response

  Date: 09/12/2024

  I am in receipt of the customer's concerns. 

  Everything the customer has described regarding the engineered plans, the permit process and the leveling are all within standard procedure. Florida is very strict regarding their permit process. Plans do have to be funded prior to development as they are provided by an engineer licensed in the state of *******. All plans for the purpose of permitting are non-refundable. The permit fees are the responsibility of the customer as is providing a level foundation. The foundation must be level within 3-4'' for a successful install. 

  Upon arrival the crew immediately walked from the area they could parked and measured a 250 ft. distance between the unloading area and the job site. Per the contract terms, if the contractor has to carry the materials, there are labor fees assessed for that. CCI does not receive or retain any portion of that charge, it is paid to the crew for the additional time in transporting the materials and the fact that this takes away from them being able to move on to the next jobsite, essentially putting their entire work week behind. When the crew got to the install site, they immediately measured prior to unloading. The foundations where more than 8'' off level. The crew sent photos to the state rep here at CCI. 

  The crew called while on site, he was speaking with ***** and had CCI on speaker phone. He explained that the area would have to be leveled within 3-4'', there would need to be closer access to the job site or there would be a labor fee and of course, any failed install due to foundation issues incurs a return/restocking fee. The customer stated on site that he was unsure whether he wanted to invest more money into the project. we later received a cancellation from the dealer, ****'s Factory Outlet. 

  There are no compensable damages in this situation. The customer was required to get plans to get a permit, they are required to pay their permit fees. The only issue here is access to the site and the site not being level, those are both customer responsibilities. If the customer wants to level their land, allow access to the site and reinstate their orders and reinstate their permits, they can have their buildings installed. The fact is that CCI manufactured the parts for these units, dispatched a contractor who did not get to work, the crew traveled out of state and incurred expenses in travel which CCI had to reimburse. This has resulted in a significant loss on CCI's end due to the fact that the customer did not adhere to the contract terms. 

   

  Sincerely,

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

  CCI General Manager

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

  Customer Answer

  Date: 09/12/2024

   We are rejecting this response because: we still have not been refunded the $350 for the blueprints. We called your company almost daily to get information on where in the yard to prepare the sites for the shed and pavilion. We also struggled to figure out how you wanted us to level the site and what materials to use. We were never able to talk to anyone on the phone who knew anything about the building process. Months and months went by after we paid our deposits without any useful information or being able to contact anyone helpful.

  Either your communication process is just incompetently horrible or you are fraudulently misrepresenting your products and services. I'll assume it's the former if you refund me $350 for the blueprints and attempt to incorporate change in your company. Otherwise I will write to the **************************** of NC and the Department of Justice. My husband and I are intelligent and productive home-owners that tried out hardest to make this work. How many other people have lost huge amounts of money and time to your company? This needs to end. 
  
  

  
  

• Initial Complaint

  Date:08/23/2024

  Type:Service or Repair Issues
  Status:

  UnresolvedMore 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.

  This complaint is pertains to a metal carport which was purchase original in 2014 which carries a 20 year corrosion warranty for the materials. Starting in/around 2021 the bottom rail of the carport started to rust. I sent photos to *********************** of Carolina Carports along with a detailed description of the ongoing state of the materials. Several weeks past, and the only updated I could get is that my claim has been passed off to a scheduler. Weeks turned into months with no response. I reached out to re-open this claim back on July 18, 2024 and was informed that *********************** was no longer with the company, and was now dealing with *************************. I re-sent the old photos and a group on new photos document the rust which has now progressed to the point that the carport is structurally compromised. ****** informed me (by email) the he had passed my information for ***** who is a project manager there at the main office. Approximately 3 weeks went by with no response, so a located Sabras email on the web and reached out directly to her for an update. See this replied in a series of email with deflecting questing and statements about their policies and warranty without giving me an real information. The last email went exchanges went as follows: ....................Hello Lane,I have reviewed your photos and your contract We have a 20 year limited rust through warranty. It does appear that the installation area holds water, that is based on the photos and the discoloration on 1 side of the concrete versus the other. We are happy to deliver the baserail at no cost to you for self installation. Not enough room to provide you with the full chain of events, but basically, i was able to get the to agree to that their product was defective however they only want to provide the parts, and not provide the service of fix the issue. Furthermore, as a consumer self-replacement of these parts is not physically possible.

  Business Response

  Date: 08/27/2024

  I am in receipt of the customers concerns and have been aware of the situation since ***** became involved. At no point does Sabra give any indication that this is a defective product. The photos indicate an area that has been submerged in water. There are numerous discoloration points. 

  Steel and/or metal cannot be submerged in water without repercussion. The warranty covers materials that have not been compromised. Below are the warranty statements:

  LIMITED WARRANTY
  20 year Limited Rust Through Warranty On:
  12 Gauge Framing
  Vertical Roof Style Up to Any Length
  Regular Style Up to 31 Long
  Boxed Eave Style Up to 31 Long
  Limited Lifetime Warranty on All Certified Units for Wind and Snow Loads
  
  10 year Limited Rust Through Warranty On:
  14 Gauge Framing
  1 Year Workmanship Warranty From The Date Of Installation
  All warranties assume normal care and maintenance using mild soap and water. We do not recommend the use of any harsh chemicals. Warranties are limited and non-transferable.
  ENVIRONMENT
  This limited warranty does not apply in the following cases:
  

  Attack from chemical agents, fumes, liquids, or solids other than direct rain falling onto product under warranty
  Contact with soils, ashes, fertilizers or other moisture retaining substances
  Failure to remove debris and/or failure to provide free drainage of water including internal condensation from all surfaces of the product
  Deterioration of the sheet caused by contact with green or wet timber or treated pine
  Installations subject to unusually corrosive environments at any time in the future
  Storm and tempest or other acts of God
  MAINTENANCE
  The paint film surface must be washed annually by cleaning with mild detergent and clean neutral water. The paint film surface must not be cleaned with abrasives or chemical cleaners.
  *All warranties and certifications will be immediately void if the buyer/owner alters the unit in any manner.

   

  The customer does not have a warranty due to the location and environmental impact from the holding of water. We graciously offered the customer a new base for self install as a courtesy. Additionally, the customer has no maintenance records. If the unit was not in an area that holds water, the customer still would not have a warranty due to the failure to maintain records of proper cleaning. We are happy to drop the baserail as previously stated. 

  Sincerely,

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

  CCI General Manager

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

  Customer Answer

  Date: 08/27/2024

  To Whom it May Concern:
  In response to the CCIs statement, my carport has not been submerged in water, but it does get wet every time it rains as does virtually every other carport in existence.  Furthermore, as previously stated my driveway is properly sloped and does not retain water. I invite you to test this statement at any time.  Also, Ms. ************************* stated that the customer does not have maintenance records. This is correct. Despite being property maintained I dont have maintenance records nor does CCIs warranty conditions state that maintenance records are a condition of the warranty terms. 
  CCI has rightly agreed to replace the baserail(s) at this point; however the problem not being addressed is the complexity in replacing the baserails.  Realistically, replacing the baserails would require almost completely disassembling the carport and reassembling, or some combination of specialized lifting equipment to elevate and replace the baserails.  Either way, self replacement of the baserails with or without assistance from a subcontractor would likely cost in the neighborhood of replacing it with a new one which is not an option. 
  In my opinion CCI agreeing to replace the materials should obligate them to replace the parts.  Any other course of action will likely cause the carport to be damaged or compromised from its original state rendering any additional structural warranty void. 
  

  Respectfully. 
  

  
  

  Business Response

  Date: 08/27/2024

  We are agreeing to provide the baserail as a courtesy to the customer. The area is discolored and evident that water has been a contributing factor. As copied in my previous response, warranties assume normal care and maintenance. This must be documented in order to prove such. We install over ****** buildings per year. We can't offer a warranty on a product that has no proof of maintenance. From a contractual standpoint, we are not obligated to even drop a baserail. We were simply trying to assist to our capabilities. It was not intended that the offer would be taken out of context or manipulated. There are still some companies out there that try to be kind to people in tough situations. It is unfortunate that was misconstrued. We remain committed to the drop off if the customer desires.