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.

  10525 NC Highway 306 S Arapahoe, NC 28510-9619

• 

  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

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:08/21/2024

  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.

  My husband and I bought a carport from a dealer in ************. We have a signed contract. Do we have the price sheet that was published and given directly to us. Unfortunately, we were called by the company and told that that was an old price sheet and that they were going to increase the price by more than 20%. I want them to honor the price that is published and that I have a signed contract for

  Business Response

  Date: 08/21/2024

  I am in receipt of the customers concerns. Yes, the price sheets used by the independent dealer, *******'s Auto Sales is severely outdated. 

  The price sheets are dated 2015. CCI has had 3 price increases since that time. The dealer has been emailed links to the new brochures at each occasion. Per the contract terms, CCI reserves the right to correct pricing errors made by dealers. CCI cannot process this order at that price. The dealer has been notified as well. 

  We understand the customer's frustrations, however, the terms are very clear in the signed binding contract. 

   

  Sincerely,

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

  CCI General Manager

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

• Initial Complaint

  Date:08/19/2024

  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.

  On February 15, 2024 I ordered a 20' x 30' metal carport from Power Steel Buildings, **** (Garage Buildings) and put a deposit down of $624.00. The order was then given to Carolina Carports to build, deliver and install. To date, the carport has not been delivered or installed at the location listed above. I have made numerous attempts to resolve but to no avail. I recently spoke with ***** at Carolina Carports who said they are looking at an install date between the end of July to the first of August and that they would call 2 weeks prior to give us an actual date. I never heard back from them. I called again today, August 19, 2024 and was sent to her voice mail, which I left a message. It has been 6 months since I first placed the order and I am exhausted just trying get the carport installed.

  Business Response

  Date: 08/20/2024

  I am in receipt of the customers concerns. This order has not been delayed as stated. I have prepared a timeline to offer a better understanding. 

  February 16th - CCI received the customer's order from the dealer. The customer is in an area which requires a permit and site specific plans. 

  February 19th - Left message for customer to obtain payment for site specific plans. 

  February 22nd - Customer called and stated that they did not want to pull a permit. Advised this area requires a permit, order placed on hold until permit is provided. 

  April 9th - Customer is working on permit. Hold until permit is issued. 

  July 8th - Customer called in ready, advised we need a copy of the permit or permit #.

  July 10th - Customer called with permit number. Order released from hold. 

   

  The customer has been waiting since July 10th when they took their order off hold. Lead times begin when the hold is released. The current lead times are 8-12 weeks. We are happy to process this order as soon as possible with the understanding that we do so in accordance to when each order was ready. If an opening becomes available prior, we are happy to provide a work in schedule. 

  Sincerely,

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

  CCI General Manager

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

  Customer Answer

  Date: 08/22/2024

   I am rejecting this response because: The statements made by ******* with Carolina Carports are not accurate.

  Below are the facts:

  February 15, 2024 - Order was placed with Powerbilt Steel Buildings.

  April 8, 2024 - Received a call from ******** with Carolina Carports letting me know the carport was done and ready for install and wanted to set up an installation date.  I asked ******** if they had applied for the permit yet.  She said no and forwarded me to their permit department. Since no one answered, I had to leave a message.

  April 9, 2024 - I finally spoke with a gentleman in their permit department who said I was the one who needed to pull the permit.

  May 20, 2024 - Applied for permit and paid the $281.25 fee.

  May 31, 2024 - Received a call that the permit was ready.

  May 31, 2024 - Called ********. She did not answer so I left a message stating that we received the permit and asked that she call with an installation date.  I never heard back from her.

  June 13, 2024 - Sent an email to ************************* with Powerbilt Steel Buildings requesting his help to get this resolved. (See attached email).

  July 5, 2024 - Since I never heard back from Carolina Carports or ************************* (Powerbilt), I sent a demand letter to the two of them stating if I did not hear back from them by July 15, 2024 I was going to report them to BBB and to the ************************.  (See attached email).

  July 5, 2024 - ***** called and asked me to send him the permit information and he would call Carolina Carports to get this resolved. (See attached email to *****).

  July 15, 2024 - Since I did not hear back from Carolina Carports by the July 15th due date, I called that afternoon and spoke with ***** who said that our carport would be installed at the end of July or beginning of August.  She also said she would contact me two weeks prior with an installation date.  She never once mentioned anything about an 8 - 12 week lead time.  I did not proceed with contacting BBB or the ************************ because I was given an approximate installation date.

  August 19, 2024 - When the beginning of August came and went, and I did not receive a call from Carolina Carports is when I filed the complaint with BBB.

  If we have to submit for a new permit due to too much time has passed since the first one was issued, I will be demanding Carolina Carports pay for application fee.

  Business Response

  Date: 08/23/2024

  I have reviewed incoming and outbound calls. It would appear that the customer primarily communicated with Powerbilt. CCI does not have record of the incoming calls between the customer and ********. I am not fully familiar with the staff at Powerbilt but it could be possible they have someone with that name there. Additionally, we have no ******** that handles FL. 

  CCI has never received any letter or demand from the customer. We have no emails or other communications. 

  The information provided regarding the permit process is correct, the customer is responsible for pulling the permit unless it is a commercial property or CCI is specifically requested to pull a permit. The notes, back dated and time stamped as well as calls do not reflect the information provided by the customer. 

  The 8-12 weeks is a standard lead time from the date that CCI has all information regarding the order. This includes permits, site photos, half down payments, etc. as they apply to each order. Some orders do get processed sooner as time slots open depending on customer availability. An order is not active until all the information is on file. CCI activated this order immediately upon receipt of the permit. I am unsure who ***** is, we received the permit from ********* at Powerbilt. 

  The customer was advised that **** take the order off hold, be placed in a route and they would receive a call when the contractor would be in the area. This order is currently projected for August 29th/30th. Those dates could change if weather or delays impact the schedule. The customer would receive a call from customer service to confirm. 

  Customer Answer

  Date: 08/23/2024

   I am rejecting this response because: Again, Carolina Carport's statements are not true. 

  Since they do not have any records of my phone calls to them, I am attaching call logs from February 2024 through August 2024 which will show I have made a total of 25 phone calls to Carolina Carports and received a total of 6 phone calls from them. 

  The phone call I received from ******** with Carolina Carport (**************) to let me know the carport was complete and she wanted to schedule an installation date was not on April 8th but was actually on April 9th.  Also, I called ******** (**************) on June 10th, the date we picked up the permit and not on May 31, the date we received the phone call that the permit had been approved. 

  
  

• Initial Complaint

  Date:08/01/2024

  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 paid the entire invoice on my job. The job is not complete and the company is ignoring my multiple attempts to contact them. I had been dealing with ***** and she will not respond. They still have yet to install the remaining door locks on my job.

  Business Response

  Date: 08/01/2024

  I am in receipt of the customers concerns. 

  Sabra, one of our customer service managers, received an email from ****************** on 7/25/24 at 11:24am. He original email stated that the building was installed the previous week and that the crew was missing some hardware for the garage doors. ***** replied to his email on the same day at 2:11pm. She asked how many locks were missing. She advised that the 2-10x10 doors have 2 locks standard and the 2-8x8's come with 1 lock standard. 

  To date, the customer has not sent the information needed in order to issue a service order. We have no photos, we do not know which doors are missing locks or how many are missing. I will have ***** reach back out to the customer. However, we do need his cooperation to ensure that we send the correct products. The customer has only requested an update on completion but has not sent the needed information. We cannot provide a date until we have the info needed to issue a service order. 

   

  Sincerely,

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

  CCI General Manager

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

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

  Customer Answer

  Date: 08/01/2024

   I am rejecting this response because:
  
  I responded the same day with the information needed. This is an attempt divert emphasis away from the fact that they are not responding to my emails. I have the email chain showing my responses along with the 4 other emails that they are ignoring. I will be happy to provide if needed. To again reiterate I need 4 more door locks that go on the 2 10x10 doors.

  Customer Answer

  Date: 08/01/2024

  The information has been provided to Sabra 2 times now. Hopefully that is sufficient since all the door locks are identical for rollup doors regardless of the size. So let me say it again. I need 4 garage door locks. 2 each for the 2 10x10 doors. Total 4 = locks.

  Business Response

  Date: 08/02/2024

  The email only stated 3. It did not specify the which doors, size, any further information. Now he states 4 for the 10x10's. This information was not provided previously. We can issue a service order. 

  Customer Answer

  Date: 08/02/2024

   I am rejecting this response because:
  
  I provided the information previously. They originally said I didn't respond at all now they claim I did but apparently they didn't understand. Funny that nobody reached out to clarify if that was truly the case. I don't mind a business saying we dropped the ball and we will get it fixed. Just don't lie about. It is what it is. The company did finally reach out yesterday after BBB got involved but we will see if it gets resolved.

• Initial Complaint

  Date:07/31/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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.

  We purchased a CERTIFIED (170MPH wind) carport on 7/16/22 at the ********* in ******, **. The Woodshed (no longer in business) was an authorized dealer for Carolina Carports (who the contract is with).On May 9, 2024, a storm came through with high winds. Two neighboring carports sustained no catastrophic damage, however, the anchors on our carport came out of the ground causing a collapse of the carport and damage to our RV.I attempted to contact Carolina Carports by phone and email on 5/9/24. We documented the damage with photos. On 5/15/24, the ************************ deemed the storm as not a tornado, but rather high winds. At the same time, the owners of the campground where the carport was installed required us to remove the carport due to safety. I emailed and called 6 additional times between 5/9/24 and 5/24/24 asking Carolina Carports to discuss and possibly honor their warranty. On 5/24/24 in an email I indicated that failure to respond would result in contact with the Missouri Attorney General and possible legal action. I received ZERO responses from my calls and emails. The company has not reponded to repeated attempts to contact them, thus have violated their advertised warranty. We are asking for a prorated refund of $4900 based on our calculation (we took cost of carport, 20 year life cycle, minus approximately 2 years of depreciation.

  Business Response

  Date: 08/01/2024

  I am in receipt of the customers concerns. 

  I have went back through the timeframe noted using the phone number and email address we have on file for the customer. There have been no received/incoming calls or emails from this customer this calendar year. 

  We are happy to review the situation. We would need photos of the unit damage. 

  I have pulled the weather in the area. The unit is rated per the *** at a 3 second gust threshold. The unit is not rated for sustained winds. This area did have significant sustained winds. This would likely be a situation that is not covered under warranty and would require the customer to file an insurance claim. However, I cannot state that for certain until I have additional information. 

  The customer can email me direct at the email listed below. 

   

  Sincerely,

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

  CCI General Manager

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

   

   

  Customer Answer

  Date: 08/05/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and I accept it.  *********** has reached out and have offered a generous solution which includes the replacement of the damaged product. 

• Initial Complaint

  Date:07/18/2024

  Type:Sales and Advertising 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.

  We had a beautiful 30x40 metal building with 10x40 leantos put on our property. We were excited to get the inside built out for entertainment purposes. We started noticing that the 3 windows that were not under the lean to leaked during rain storms. After inspection- all 11 windows WERE NOT sealed at all. In fact you could see directly through into the building in some gaps. We have tried 4 different sealant applications to nooks and crannies without success. When approached about this issue we were advised since we added spray foam insulation into the building our warranty was void. However, the complaint is by the original erecting of the building- not craftsmanship thereafter.This is highly discouraging as this manufacturer has a monopoly on this side of the state and there arent any others during the same work.

  Business Response

  Date: 07/19/2024

  I am in receipt of the customers concerns. 

  ********************** buildings are designed by engineers for storage use purposes only. This information is listed on the blueprints for every unit. They are not designed for habitable space. 

  The terms, conditions and warranties very clearly state that ANY alterations to the structure immediately void all warranties. If ever a customer mentions spray foam, we advise that is the last application that needs to be used on this type of unit. Spray foam expands, it creates gaps and will cause a unit to leak significantly. 

  We certainly sympathize with the situation but there is absolutely nothing that CCI can do to assist. The customer has voided all warranty on the structure. The alterations are impactful to the structural integrity of the unit. Additionally the customer has breached the intended design/use of the structure. We are hopeful that the customer followed proper protocol and enlisted the assistance of an engineer, architect and licensed contractor to properly permit and record their upfitting with the county, otherwise, they may be forced to remove the unit if reported. 

  Sincerely,

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

  CCI General Manager

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

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

  Customer Answer

  Date: 07/23/2024

   I am rejecting this response because:
  Spray foam has not created the fact that these windows were not properly sealed to keep rain from entering the building at the time of installation.  We are asking for proper sealing of the windows to take place as each window is without it.  My contract states that windows will be "installed" not just hung.  Currently the effort is without proper installation and are in fact just hung.

  Along with that- visual renderings showed I would get 3 windows per side of the front door of the building.  At time of installation the installer refused to put these windows in as he said it would impact the lean to supports.  With that- 2 windows that were brought to install were not installed.  By this- I was sold an image of a building that I did not receive. The esthetic of the building lost some of its appeal from this issue.  I have been told there is nothing than can be done however I feel something should be compensated by this issue.  The fact that CCI still wants full invoice value when some of the effort was not completed is insane.  Invoice revision is warranted.

  The local branch has not been willing to hear any of the issues and since I don't want a shell of a building only- I have voided any support at all.  Who wants a metal building only..... people want to install lighting - AC- Heat - even water.  By your clause if its not left alone- nothing is kept under warranty.  People don't spend thousands of dollars to stare at a shell. You basically sell buildings without warranty with the way this clause is stated.

  To make this issue resolve I will need a revision to my final invoice for the two windows that were not installed and an adjustment for not receiving what I paid for in the esthetic of the building sold versus what I received.  

   

  
  

  Customer Answer

  Date: 07/24/2024

  Attached is the contract in which the building shows 12 windows in total to be in installed and a rendering of the front of the building referencing 6 windows.  Bound by the contract.

  Attached is my building today- with 4 windows installed. Breach in contract because the installer would not adhere to the contract the purchase was bound to.

  Business Response

  Date: 07/25/2024

  As previously stated, CCI promotes and sells metal buildings for storage use only. The units can certainly be converted with the proper use of an engineer, architect and licensed contractor to bring it to occupied code. 

  Each customer is provided with the terms, conditions and warranties. The terms are very clear. ANY alteration voids ALL warranty. If any customer, contractor or otherwise were to suggest to CCI that they intended to use spray foam, we would very strongly suggest that not be done. The alterations to this unit are impactful to the structural integrity of the unit and all warranties are void. 

  The customer signed the contract acknowledging that alterations void warranty. 

  Business Response

  Date: 07/25/2024

  The configuration was not provided by CCI, that was provided by the dealer who sold the unit who is independent of CCI. The configuration is not physically possible. The customers invoice has been revised to remove the charges for the 2 windows. This customers order is currently in collections as they withheld $2789.09. The window value is $480.38. The customer owes $2308.71. 

  Customer Answer

  Date: 08/09/2024

   I am rejecting this response because:  

  Thank you for this opportunity to respond.

   

  Unfortunately I am not willing to accept that CCI was unaware of the design of this building prior to erection on the premises.  Renderings were attached to the CCI contract that show the VOID in warranty clause that CCI is holding me to.  The PDF package has the CCI contract and renderings together- along with blue print for window install.  12 windows came with the building to be stood up.  Header bars are made at the plant- not on sight.  The CCI contract shows 12 windows were to be installed.  I was sold a building that would have 6 windows on the front.  4 were installed.  To me, you sold a dream that you were not willing to provide.   That is false pretense.  I would like a compensation for this.  Refund of just the widows/ install is not enough.  You provided drawings/ a contract/ and visual that something was going to provided that was not. 

   

  Final resolution of this issue would require a large credit to the final bill.  I will not accept the window credit only.

   

   

  Thank you again and have a super weekend!

   

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

  
  
  
  

  Business Response

  Date: 08/09/2024

  The renderings were not generated by CCI. They were generated by the dealer who sold the unit. CCI does not sale directly to the public, all sales go through a network of dealers. 

  CCI manufactures the parts, pieces, components. We are also not engaged in the install of the structure. CCI is like the Lowes Hardware of carport materials. The materials are purchased by the contractors for install. If the initial rendering was not a feasible install or the customer feels misled by the sales process, they would need to speak with the dealer regarding that. CCI is not involved in any of those conversations. 

  At this time, the customer has been sent for legal action review for their open balance. 

  Customer Answer

  Date: 08/09/2024

   I am rejecting this response because: CCI knew full good and well what these building should look like by the floor plan and renderings.  I have made contact with **** at Viking and CCI is given the renderings and drawings AND approve them before the sale.  Unfortunately CCI is aware of the installer as CCI schedules them and pays them under the CCI purchase contract. They ARE CCIs sub. Also, attached is an email of the generic plans from CCI in order to make sure our pad is correct for install.  CCI is way more then a Lowes hardware supplier.  Please understand that I know CCI is more involved then what is being stated. 

   

  
  

• Initial Complaint

  Date:07/12/2024

  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.

  I recently purchased a carport from Carolina Carport, and unfortunately, my experience has been far from satisfactory. While the initial installation took place June 10, 2024, I realized that not everything I ordered was included. I've been trying to resolve this issue for over a month now, calling multiple times and sent an email, but all I ever hear is that they are aware of the problem and waiting to be back in my area to complete the installation properly.It's frustrating because I wasn't the one who made the mistake of not bringing all the necessary supplies initially, yet I'm the one facing the consequences. This lack of accountability and delay in resolving the issue reflects poorly on their customer service and commitment to customer satisfaction. I hope they can rectify this situation promptly so that I can finally enjoy the complete product I paid for.

  Business Response

  Date: 07/12/2024

  I am in receipt of the customers concerns. 

  Unfortunately there appears to be a bit of miscommunication on this project. CCI is the manufacturer. According to the notes from the contractor that installed the unit, the customer was choosing to take the reduced balance and keep the unit as is. The customer paid the reduced balance. There was not a service order issued. 

  I have updated the state rep with the correct information. We have a contractor that will be in the area next week to take care of this. The customer will be receiving a call from scheduling shortly. 

  We very sincerely apologize as we were not given the correct information. 

  Sincerely,

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

  CCI General Manager

  ***********************. 

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

   

  Customer Answer

  Date: 07/12/2024

   I am rejecting this response because:
  CCI is such a liar. When the guy was on site he called the office and put me on the phone and I was told then someone would reach out to me to schedule a date to come back out which I agreed to. 1 week later I still hadn't heard from CCI so I called them. I was told we have you down and when someone is in your area we will put you on the schedule. Which led to 1 month later and still no attempt from CCI to make rectify THEIR mistake with the original order. Not until I involve BBB that I finally get a call saying I'm being put on the schedule. I will update when they do come out to rectify THEOR mistake. The installer tried to get me to pay the full amount and I said I'm not paying for something I didn't get and will pay the rest once it is finished. I will know next time if I'm ever in this situation get it in writing because business will lie to cover their butt's. SO disappointed in CCI with the lies told. 

  Customer Answer

  Date: 07/18/2024

   I am rejecting this response because:
  Well CCI didn't show up when they said they would Wednesday 7/17. I waiting all day long and they were a no-call no-show. Whatever happen to customer service? A courtesy call would have been nice. But, no I didn't get a phone call and as of now they still haven't shown up this morning either. 
  
  

  Business Response

  Date: 07/23/2024

  The contractor has advised that the service order is complete. They were running behind due to weather and heat. They attempted to contact the customer to let them know they would be behind but the call was sent to a voicemail that was full. 

• Initial Complaint

  Date:06/20/2024

  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.

  I purchased a metal building from **************. During the planning period I spoke with representatives about how the structure would be used as an event center and if the building and materials (tin, and frame) would serve this purpose. After I was assured the structure would be a perfect fit we proceeded with the design. I was never told that once sheetrock was added to the walls of the ************ it would void the warranty. Carolina Carports delivered and completed construction and it wasn't until months later when we started getting heavy rain that I noticed the windows and doors were leaking. I took pictures of the windows and noticed they were not properly sealed. The cut outs are bigger than the window and the open space allows water to come in from the outside. I called several times and after about 4 weeks of not hearing back about being on a schedule I received correspondence asking for pictures of the inside of the structure. I asked the representative about what i could do to fix the leaking windows and doors while im waiting to be put on the list and she said nothing becuse if i seal them it would void the warranty. I sent photos and was told because drywall was added inside the warranty was void. Even though the windows were leaking from the outside due to poor installation and pictures showing the wholes and open space I am left finding an attorney, replacing drywall, getting rid of mold, and hiring a contractor to properly seal the windows and doors. I was hoping the company would recognize the mistake made by the contractor in the beginning and fix the problem. Contract does say altering voids the contract and it also says "Base Rail Leaks. CCI does not seal under the base of the unit and is not responsible for leaks under the base rail". It doesn't say they dont seal or arent responsible proper installation of the windows and doors. I am requesting that someone seal the windows and doors that were not sealed upon installation.

  Business Response

  Date: 06/21/2024

  We are aware of the customer concerns as she had also did a ******************** review.

  To be clear, CCI was never advised of any plan to upfit the unit for this purpose. Our buildings are not and never have been rated for any form of occupancy. The buildings are very clearly rated per the plans as storage use only. The building can be upfitted for occupancy but that requires that the customer hire an engineer, architect and contractor to apply for the appropriate permits and submit the appropriate plans to the county to bring the unit up to habitable code. If the customer was misinformed by another party, then we would suggest that those concerns be addressed directly with them. However, all paperwork for this unit clearly shows storage use only. 

  Additionally, I have attached the terms and conditions. It very clearly states in item 2-B that ANY alteration voids all warranties. I have also attached 2 images that were forward that show clearly that this unit has been heavily altered with sheetrock, drop ceilings, etc. This unit has no warranty. We cannot begin to address concerns with the type of alterations made to this unit. 

  We apologize if the customer was misled by another party. We are hopeful that they followed proper procedure for upfitting this structure. Otherwise, this would be a very large violation of the state, county and city regulations. 

  Sincerely,

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

  CCI General Manager

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

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

  Customer Answer

  Date: 06/21/2024

   I am rejecting this response because:
  The product (windows and doors) were not installed properly and improper installation in new construction is the very core of the problem. The appropriate permits and plans had to be submitted before the building could be delivered and installed. However, the county/ town does not require any codes so violationsare not of any concern. The concern is honoring the improper installation of windows and doors. The contract doesn't state that the windows and doors wouldn't be sealed it says the bottom frame wouldn't be sealed. During the design process of my custom building "storage or garage only" was never mentioned by a representative from ****'s Factory or placed in the paperwork. The photos clearly show the space and holes made during the initial installation of the windows and doors and there is no sealant around the holes or in the spaces around the windows. The company should be responsible for work and the lack of work done by contractors. If the unit was for storage or a garage; hanging a hammer would void the warranty per there contract because that is considered altering the building. The company is responsible for the damage/mis cuts made to the outside of the building during initial installation which caused the leaking due to no sealant around them. The company should care about the quality of there work and the satisfaction of there customers instead of finding reasons to not fix problems that are caused by contractors. Work being done inside the building doesn't affect the structural issues and shouldn't prevent Carolina Carports from fulfilling there obligations to properly install and seal the windows and doors.
  

• Initial Complaint

  Date:05/09/2024

  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.

  The building was incorrectly installed as well as anchored in the ground on 04/30/2024. We paid $12,150. The business is Carolina Carports DBA American Steel Buildings. They were hired and paid to correctly install and anchor down the building. The contractors finished at night and I wasnt able to inspect the final product until the following morning. Upon inspection, I took videos and pictures and sent them to the salesman, *******************, who indicated via text that the building wasnt completed, panels were bent, window trim wasn't correct and asked that I send the information to the install coordinator ******** (no last name given). I sent two emails to ******** and didnt receive any response. I then emailed the general email address listed on Carolina Carport website twice and they as well have not replied. The invoice number is ****** and was installed in ***** by contractor *****************.

  Business Response

  Date: 05/13/2024

  I am in receipt of the customers concerns. 

  It is my understanding that he has spoken verbally with ******** in scheduling. She has advised that the photos and information have been reviewed in order to generate a service order. She has explained that they will be working on a schedule date and advise in advance. 

  We certainly apologize for any frustrations and assure that we will attend to the concerns noted. 

   

  Sincerely,

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

  CCI General Manager

• Initial Complaint

  Date:04/24/2024

  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.

  Purchased a carport from Alans Factory Outlet and paid a deposit. Apparently they then go thru Carolina Carports. Was called by an unknown person from an unknown company to say that delivery / installation would occur on April 15th in the afternoon......stayed home and at 3 pm they called to say they wouldn't make it. They said they'd be out the next week TODAY, April 24th. Yesterday I confirmed with them they are coming and got confirmation via email and text that they would be here today. NOTHING NO ONE SHOWED UP, NO CALL, NO DELIVERY, NO COMMUNICATION, NO ONE HAS ANY ANSWERS OR IS ANSWERING. We will now have to stay home a 3rd day should they ever decide to show up

  Business Response

  Date: 06/04/2024

  I am in receipt of the customer's concerns. According to our records, the customer was originally scheduled for April 15th. The largest customer on the load failed to get the proper permit and the load was returned. The customer was rescheduled for the 24th. The contractor was running behind and has indicated that he did in fact attempt to contact the customer after office hours to advise that they would arrive on the 25th. The unit was successfully completed on the 25th. Per the contract terms and conditions, CCI is not responsible for unforeseen delays in delivery. 

   

  We currently have this order in house in collections status. We would greatly appreciate the customer paying for their unit in a timely manner. 

  Customer Answer

  Date: 06/19/2024

   I am rejecting this response because:  

  This company has decided to outright lie about this event.  They claim they called me to say that their installation team would not make it and would be there the next day.  COMPLETE LIE, they never called me and in fact I texted them until 9:30 pm.  Attached is the screenshots of my text to them and you can see that they never contacted me and IN FACT RESPONDED THE NEXT MORNING THAT THEY DIDN'T KNOW WHAT HAPPENED OR WHERE THEIR INSTALLER CREW WAS.  

   

  It is also a lie that they called and said they would be there the next day.  We were dressed and headed out the door when the installation team arrived without any notification whatsoever and this caused us to have to miss a 3rd day of working.

   

  Now they claim that my account is in collections.  I was told that I would pay the installers.  They arrived and said that Carolina Carports would contact me for payment.  They did so about a week later and said they would send a payment link.  NEVER RECEIVED IT.

   

  Everything about this company is a lie 

   

  Respectfully submitted,

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

  
  
  
  

  Business Response

  Date: 06/19/2024

  We appreciate the customer sharing the information they have on hand. 

  Our NC Headquarters closes at 4pm EST Mon-Thu and at 3pm EST on Friday. The text comes through a voice over IP phone system, this is not a cell phone they are texting so no one would have been available to respond to those texts at that time of night. The morning following those texts, ********, the Texas rep followed up with the ** division and the contractor. She then followed with a call to the customer after learning that the crew was in fact on site installing. The calls that we referenced previously were from the crew, not directly from CCI. 

  The customer has been sent payment links multiple times. Once from ******** and twice from our collections department. It is always possible that those can go to a Spam folder. The payment link will arrive through CardPointe and references Carolina Carports in the subject line. In addition to sending the payment links, the customer spoke with **** in our collections department on 5/16/2024 at 2:10pm. The customer requested another payment link which was again sent. To date, the customer has not paid their bill. I will personally send them another payment link today. 

   

• Initial Complaint

  Date:04/06/2024

  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 11/18/24, we paid a down payment $2,571.03 & ordered a 20 x 45 metal building from Carolina Carports, Inc. in Dobson, NC. I was incorrect with the measurements in my previous review. The start/finish date told to us did not happen & happened weeks to a month later. Excuses after excuses were made for delays by the ** representative *************************. Once scheduled, the ** representative ******** was told that we would be at work that day & both of our jobs were approximately one (1) hour away. Upon leaving for work that morning, no contractors had arrived. I leave at approximately 7am & my wife at approx. 8am. I received a call at approx. 12pm from a person saying that his crew was at our home, asking were we there. I said no that we were at work. My wife had to take off & drive home to meet them because as he said someone had to be there to tell his crew where & how the building had to be constructed, even though they had the site plans. She missed nearly half a days work. They began the construction at 1:30pm based on photos taken. At this time of the year, it is dark by approximately 6pm. They continued to work by flashlights until after 8pm. They were not at our home when we left for work the next morning either. They finished the building after 8pm the 2nd night working from 6pm until after 8pm by flashlights. I had to complete the walk through inspection after 8pm by flashlight with a person who ****** spoke any English. After the walk through, I found the front door to be catching on the frame & popping every time fully opened & closed. After approximately 30mins working on the door, he said it was fixed. The next morning I found that they had used a side grinder to grind down the side of the door and door frame. This is just one (1) of approximately fifty (50) issues found. I called the contractor as he told us to if we found problems. I have since learned he is not even a contractor with this company & was subcontracted by the contractor. The cost was 40K

  Business Response

  Date: 04/09/2024

  I am in receipt of the customers concerns. 

  ****'s Factory Outlet is the salesperson, they collect a commission for the sale of each structure. CCI is not directly involved in those transactions. The order is sent to CCI to manufacture. Once the customer is ready for delivery, ********************** gets all the materials ready. The contractor/installer purchases the materials from CCI and provides install. 

  In this case, the customer purchased on 11/18/23. He was installed on 2/5/2024. The retail cost of his unit was $16732.25 plus tax, not $40,000. 

  Each contractor observes their own daily work scheduled, they are not employed by CCI so there is no set time frame. Most crew start as early as daybreak and work until or after dark depending on weather conditions. In this case, this unit is not large enough for a full truck load so this contractor would have had multiple projects in that area at once. 

  After install on 2/5/24, CCI never heard from this customer with any complaints or concerns. He finally contacted on 4/4/24 and spoke with ******, the ** representative. He claimed that he had been speaking with the contractor directly. He never contacted CCI to report any concerns. ****** attempted to get information from the customer in order to issue a service order under the 1 year workmanship warranty. The customer stated that he was contacting his attorney and hung up on ******. She attempted to call back with no returned call. She texted the customer as well letting him know that we need photos of the concerns he is referring to. We cannot issue a service order or know what materials to bring if we have no record of the areas of concern. 

  Since, our management team has attempted to contact the customer by phone, text and email with no returned call. We are happy to work with this regarding any validated concerns, but in order to do so, we need the customer to communicate and cooperate. The customer is still well within this warranty time frame. 

   

  Sincerely,

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

  CCI General Manager