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:04/02/2024

  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.

  Transaction date is ******* of 2024 I contracted with Viking Steel to build a barn. The barn was build the week of February 27th. It was finished that same week and all was done per the contract. The issues were as follows:There are 2 vents opening that were not made to the correct size. The vents were on location, so they had the exact measurements. The lean too on the back of the barn started leaking after the first rain. They did not put in the required flashing.The two roll up doors do not work properly. They said I could upgrade, but I want to see if the door can be fixed first.There is a small hole in the roof. I can see daylight through it. New issue.I have been trying to get them to fix it for the past month. ******************** keeps telling me she has a ticket open and is waiting on a date for them to come out. Still waiting for this date.******** (the home office rep) and **** (the salesman) are no longer responding to my request for this to get fixed.I have filed a dispute with the credit card company

  Business Response

  Date: 04/02/2024

  Good afternoon Mr ************,

  We are so sorry you have had issues with the install of your structure. ****** is the dealer that you ordered through so we are certainly here to help you throughout the process however we are not the manufacture you have a contract with. Viking has not control over their install process not their repair process. The balance due that you have disputed is due to them not VSS. I would be happy to reach out on your behalf to see if I can get any tyoe of update or information. Unfortunately, we are only an independent dealer which matches manufactures to your area and have no say in their scheduling. I have attached a copy of your contract so you can have their contact information. Again, I will be happy to help in any way I can. PLease feel free to call me directly at **************

  Customer Answer

  Date: 04/02/2024

   I am rejecting this response because: I dont need to know who is not responsible for getting the repairs done. I need to know when it will get fixed.  
  
  
  

  Business Response

  Date: 04/04/2024

  Both CCI and Viking have received a complaint for this customer. 

  The customer did not provide the rough in measurements for the vents. The contractors frame based off the measurements provided by the customer. They do not measure the customers personally purchased items on site. However, we have agreed to reframe. Both CCI and Viking have been in contact with the customer and advised that a service order has been for all concerns. The customer will be contacted 3-5 days in advance of arrival. 

   

  Sincerely,

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

  CCI General Manager

  Customer Answer

  Date: 04/04/2024

   I am rejecting this response because:

  The customer did not provide the rough in measurements for the vents.   True
  The contractors frame based off the measurements provided by the customer.  False

  I was never told that they would not take the measurements off the actual vents.

  They do not measure the customers personally purchased items on site.  False

  They did take the measurements off the vents on site and never said that was a problem or issue.

  I will provide the measurements for the vents.
  

  A date of April 16th has been set for the repair of the Lean too, roll up doors, vents and hole in the roof.

  I am good with putting this on hold until after the 16th of April.
  
  
  

• Initial Complaint

  Date:01/30/2024

  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.

  Company was scheduled to install 40x30 shop on 3 November 2023. They had not shown so I called at 1430 and 1530. The company assured me the installers would be there that day. Needless to say, they did not show until 9am on 4 November.
  They spent until 11pm installing on 4 November. It was obviously very dark when they finished. Had to inspect as best I could by flashlight...
  In the coming days, I noticed several issues but it rained and every single seam in the building leaked. I sealed the bottom of the shop at the slab, around the doors, and around the windows. However, they all still leak. The windows themselves are not sealed and they hold water. Several places exist where screws were removed, including the roof. Water obviously pours into these holes when it rains. There are sheets that are not even attached. A couple of places have empty holes that don't make any sense, specifically in the corners. Every single seam leaks when it rains, without fail; especially the windows There are also rows of screws missing that should be installed.
  I have emailed the company; 11, 13, and 14 November 2023, and i have called more times than I can count. However, they have refused to return contact.
  Had I known this was the "kia" of metal buildings, I would have taken my business to someone else. I did not use them because I needed to save a dollar. I trusted they would do the right thing. However, they have fallen very short of that. I have given them three months to respond but I have not received an email or voicemail from them concerning these issues.

  Business Response

  Date: 02/01/2024

  I am in receipt of the customers concerns. 

  To be clear, our AL representative has received no communication by phone or email from this customer. I have accessed all calls from this phone number and this phone number has never called our system since the date of install. Perhaps the customer has been attempting to contact the dealer who sold the unit. 

  Had CCI been made aware, we would request photos of the unit and areas of concern. This is to confirm concerns and determine whether a warranty breach has been made through alteration. Once that review is complete we would issue a service order. We have not had that opportunity. 

  In terms of the customers concerns, leaks under the base are common if the customer fails to pour a drop down on their concrete foundation. The contract specifically states that CCI is not responsible for leaks under the base. The screws holes in the tubing are likely the stabilizing braces used during install which are subsequently removed. I would be unable to determine that for sure without photos. The other leak concerns were are happy to address if the customer has not voided their warranty. 

  While we appreciate the customer's evaluation of the company, our 80,000 customers per year would likely disagree. 

  The customer will be contact by Lindsey today, our AL representative. Her email is [email protected].

   

  Sincerely,

  Heather *****

  Carolina Carports, General Manager

• Initial Complaint

  Date:12/15/2023

  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.

  I ordered my metal shed from ***** ******* and shed and they contracted the work to ***** ******** ******* and shed. They came out on November 7,2023 and they built my metal shed. On November 8, it rained and water was everywhere when I went into my shed and water was everywhere. I called them and they said send them some pictures. They schedule their crew to come back out on November 28, they didn't show up. Then they said they would be out on November 29, they didn't show up. Then they said they would come on November 30, they still didn't show up. I told them they could come get this shed. They said that's not a option. They schedule another appointment for December 14, they didn't show up. They are giving me the runaround. My shed is crooked and the roll up door is not locking properly. The side are not even and side are jagged. The shed is leaking from the top and bottom. They don't want to make it right or give me my money back. I need help in this matter. Thank you

  Business Response

  Date: 12/18/2023

  I am in receipt of the customers concerns. 

  I have taken the opportunity to review the concerns. This customers concrete is both out of level and out of square. The customer was advised of this by the contractor upon arrival. The concrete is also larger than the unit is various areas. This allows water to hit the concrete and run under the baserail. This is a concern which is addressed in our contract terms, conditions and warranties. It specifically states that CCI is not responsible for base leaks. We cannot take on responsibility for the work of a foundation contractor. Foundations can be poured in a manner which prevent base leaks, however, that is not what took place with this particular foundation. 

  The contractor was originally scheduled for Nov. 28th to inspect the unit, replace a couple panels and check for leaks. The contractor was unable to work that route due to weather. The customers was notified by our ** division through voicemail. 

  The contract did arrive last Friday. They addressed the panels and door latch concerns. The customer claims that the contractor never touched the unit, however, the contractor was able to provide photos showing that the areas of concern were addressed. The only remaining issue is the customer's foundation which is nothing that we can assist with. At this time, the customer would need to touch base with her concrete person or seal the base area. 

  Sincerely,

  Heather S****

  CCI General Manager

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

  Customer Answer

  Date: 12/18/2023

   I am rejecting this response because:  

  The contractor came out and informed me that building needed to be redone. The building is crook it and uneven. It not just coming in at the foundation. It coming in from the wall and roof. They don't want to take any responsibility for the way the shed was put up. The roll up door want even lock because the structure is not level. We put the level down and say that when they came out. The company has just took my money and don't want to make this problem right. ***** ******* has returned my money. I  have asked Carolina Carport if this shed can't be fix to come get it and return my money.  They don't want to help at all.

  Please help me in this matter. 

  Thank you 

  ******** ***** 

  
  
  
  
  
  
  

  Business Response

  Date: 12/18/2023

  We have photos that clearly show the concrete being both out of level and unsquare. This is evidenced by the fact that the back corner of the unit is flush with the cement and neither of the front 2 corners are, with different measurements on each side. The concrete was poured at a wedge and is larger than the unit itself. The blueprints clearly show the concrete being exact to the building base with a turn down so that water does not back up into the building. This is not how the concrete was poured. Furthermore, you cannot use a standard level to check the levelness or squareness of concrete. A standard level only checks the levelness within the span of the level itself. You would need to pull a string level. 

  I have attached the foundation suggestions. A**in, we cannot take responsibility for foundation failures. This information is extracted directly from the blueprints. 

  Customer Answer

  Date: 12/18/2023

   I am rejecting this response because:
  
  
  
  I didn't see any response.  I  need for them to correct my metal shed or refund my money back. 

  Customer Answer

  Date: 12/19/2023

   I am rejecting this response because:

   

  I have just seen their response.  They did not
  Address any issues when they came out .The rollup door is not locking and no panels was charged out. All was done is that the crew said they would come back and take the structure down. The manager is coming up with something else. They don't want to take any responsibility for my shed not being correctly done. This company has bad reviews on the internet stating similar problems with this company taking advantage of customers. I plan to do whatever I got to do to make them accountable for their actions in building this shed.

   

  
  
  
  
  
  

  
  

  Business Response

  Date: 01/08/2024

  There were no replacement parts needed in order to make correction on site. The contractor trimmed the panels back which are being impacted by the foundational issues. They also adjusted the **rage door which is also being impacted by the unlevel foundation. They demonstrated that the door was working properly prior to leaving the site. The customer has been adamant that she wants the unit removed and returned. These units are site built construction. There is no return policy. The customer, per contract terms, is 100% responsible for the foundation. In this case, this is a foundation issue. The foundation is both out of square and out of level. The customer has disputed her card. At this time, CCI will move forward with collections proceedings a**inst the client where we will seek the balance of the unit, interest, penalties, liens and/or judgement.  

  Customer Answer

  Date: 01/18/2024

   I am rejecting this response because:
  
  
  
  
  

  Hi, Mrs ****, 

  I had another company to come out and look at the shed. The shed was poorly constructed. They don't want to repair or replace. They don't want to refund my money. The shed is supposed to be under warranty and they don't want to do nothing but take customer money and do fraudulent work. The company supervisor's are rude and doesn't feel the need to discuss or repair any complaints or issues I'm have. 

  My problem has not been resolved. This is the worse company I ever dealt with. 

   

  Mrs ****, Caroline carport is saying something wrong with the foundation. If the foundation wasn't right why would they construct a shed on the foundation if they couldn't properly construct the shed. They are coming up with all kind of excuses not to correct the mess they made in my yard. 

   

  Mrs. ****, one more thing. I wanted to know why the shed is leaking from the top and sides.  

  Some of the siding are coming loose.  The door is still not properly locking and uneven. I  sent you the finding from the other contractor that I had to out and  look at the shed.

  Thanks a**in 

  ******** ***** 

   

  
  

• Initial Complaint

  Date:10/27/2023

  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 30'X60' garage from Carolina Carports through a dealer and paid the down payment on May 8, 2023 and the contractor showed up on September 18th, 2023 to install but when they started laying out the bottom rails we immediately told them that the doors were not in the correct location. Come to find out, the specific measurements that we gave the dealer were not given to Carolina Carports so the contractor had to take the garage back to Carolina Carports. Since then the dealer has admitted their mistake and sent us a check to cover the cost of the redelivery and to cover the cost of the additional header bars that are needed. We communicated this information to Brianna on October 10th after trying multiple times to reach someone for a couple weeks prior to that date and we sent her the drawings with the exact measurements and asked to be put back on the schedule. We have already paid Carolina Carports a large amount of money and now they are not responding to texts, voicemails or when I tried contacting them through the "Contact Us" link on their website. As I have stated in my voice mails to them, my husband was recently diagnosed with colon cancer that has metastasized to his liver and is very anxious to get the garage installed but yet we can't even get a phone call back or a delivery date. We do not need the added stress right now of continuing to not receive communication from anyone at Carolina Carports. I have even called and asked to speak to a manager and was transferred to a voice mail and left a message on there. If they don't want to do the job in a timely manner then they can return the amount of money that we paid to them and we will have someone else install it because we have already talked to another company and they stated that they can have it installed within a couple of weeks.

  Business Response

  Date: 10/30/2023

  I am in receipt of the customers concerns. 

  As the customers mentions in their complaint, CCI was never sent an alternate or correct layout from the dealership. The dealership is a separate entity from Carolina Carports. 

  When CCI was alerted to the situation on site we immediately began discussions with both the customer and dealer regarding the return trip fees and header bar fees that would be required to obtain the customer's layout. On 9/20/23, CCI advised the customer and dealer of the updated balance. The customer was going to speak with the dealer and see what they could work out in terms of financial responsibility. 

  On 10/10/23, CCI was advised that the dealer and customer had reached a resolution. CCI sent the corrected layout into production. These are fully customized designs so this does take a few weeks to make. We currently have this projected for 11/6-11/7, weather permitting. 

  We will have a team member reach out to the customer should they have any additional questions. 

  Sincerely,

  Heather S****

  CCI General Manager

   

   

  Customer Answer

  Date: 11/03/2023

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and I accept it as long as CCI does deliver and install the garage next week.  We were in contact with them this week and sent them the specific measurements for the location of the doors and windows along with pictures of where the garage will be installed.  The weather is supposed to be good next week when they are scheduled to deliver and install. 

• Initial Complaint

  Date:09/12/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I placed a deposit fora carport in the amount of 129.50 they were supposed to come on sept 7 than they called changed it to the 11th that morning I calling for time frame they said afternoon. They never called or showed up so I lost a days pay this morning I went to work and they called said they were at my house I asked what happen yesterday he said look do you want it or not so now i needed to lose another day pay again very rudely Do you want it or not and hang up on me I called back very rudely you want it or I told I needed it the company and see what they were going to do about 2 days lost pay and they hang up a left

  Business Response

  Date: 09/12/2023

  I am in receipt of your concerns. 

  We certainly apologize for your frustrations and any inconvenience this may have caused. We would obviously never condone a contractor speaking to a customer in that manner and will certainly address that. Although they are not employed by CCI, we do have a contractor agreement with them that outlines a standard of behavior. 

  In terms of compensation, our contract is very specific. If outlines the potential for delays due to unforeseen circumstances. Additionally, it specifically states that CCI is not responsible for consequential or incidental damages. We do not require that our customers be on site for delivery, we understand if that is in fact a personal preference. However, that is not something that would be compensable. 

  We are happy to work on a new installation date for you with a different contractor. 

  Sincerely,

  Heather S****

  CCI General Manager

   

   

   

  Customer Answer

  Date: 09/12/2023

   I am rejecting this response because:
  
  
  
  
  I was told by them someone over 18 was required to be at home there dealer told me also to make sure they have the right.colors and not cut corners  look at all the previous complaints. And they wanted the balance of money pay as they finished I don’t want to be payed for my lost income I want my deposit returned they have my phone number and could of called me .. if nobody’s there how will the know where it goes because that’s not on the contract nor did they ask when it was ordered and I called them that morning and they told me they would be there in the afternoon that day

  Business Response

  Date: 09/12/2023

  With all due respect, I have been with this company for 23 years, having someone on site is not a requirement and would never be here at CCI. I certainly cannot take responsibility for any information that was provided outside out team. However, I can assure you that if that were a policy, it would be listed in the contract. 

  This particular unit takes about 1-2 hours to install. At no point would we request a customer to take off work for install with this type of unit. We also offer customers a number of ways to pay, on site, by check, credit card, check by phone, wire transfer. We make it very simple for customers to pay once they have an opportunity to inspect their unit. 

  In terms of the down payment, that would have to be requested from the dealer. CCI does not receive any payment until the unit successfully installed. The down payment is the dealer's commission for the sale. I am unable to confirm their personal refund policy, however, the terms of the contract to relay a no refund policy. 

   

  Customer Answer

  Date: 09/15/2023

   I am rejecting this response because:
  
  
  
  
  I have never been able to speak to anyone about this one ever returned any calls or texts about l went to to dealer on9/13 and they sent a message to them they never responded they to Lynn d him that they had handed the problem over to customer service as of today no from that company had responded the dealer said they needed to refund the deposit I. Called 6 times was put on hold or transferred to someone else nobody called back so no I don’t accept that they are a bunch of thieves passing the blame to someone else and never except the blame or responsibility them selfs if wasn’t home why didn’t they just install the unit being there claim nobody needed to be home the area was clearly mark where it had to go now what’s. They’re excuse now 

  Business Response

  Date: 09/15/2023

  It is understood that the crew arrived late. However, I would refer you back to your initial complaint. When the crew arrived and contacted you, you did not give them approval to work. You stated you wanted to talk with the company first about compensation so that is the reason they would not have installed. Additionally, if a customer is not on site, the 4 corners have to be clearly marked that is something that needs to be established prior to arrival. 

  Again, we are happy to move forward with a new install date and contractor should you choose to do so. 

• Initial Complaint

  Date:06/14/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  the white papers are my original contract that I signed and delivered to **** ****t buildings(the vendor for Carolina Carports building manufacturer) on march 2nd note the r17 insulation with no notes of roof only, yesterday 6/13/23 they completed the building without insulation on the walls when I questioned the contractor about it I was told that's how I ordered it which was not the case, then he provided the yellow copy invoice after the building was completed, I was told by the contractor signing that yellow acknowledges the build has been erected as described on the invoice, which it was but was missing the wall insulation, on the yellow copy the invoice now shows notes of r17 roof only, which was never discussed or agreed upon and now to install that style insulation would require major disassembly of the structure since it goes between the frame and walls, ultimately I would like to hold carolina carports responsible for changes to the contract without my knowledge or consent and a partial refund/change in billed amount to account for the missing insulation, carolina carports refused, any changes stating they did the change in contract due to a billing error by the vendor but never got my consent to change the insulation to roof only, or even give the option to install insulation in the rest of the building, and ultimately carolina carports has now caused a breech of contract due to changes without consent regardless of billing error on the vendors behalf or not, they're terms and condition specify price changes which they also did but not changes to the building layout or construction

  Business Response

  Date: 06/15/2023

  I am in receipt of the customers concerns. CCI processes each order based on what is sold through the dealer and unit price. We have no control over the format of the dealers invoices. Any type of insulation is priced based off square footage. The price per foot is listed on the pricing brochures. This was not a change to the order. CCI processed the square footage of insulation that the customer was priced for which is customary. 

  It appears that there may have been a misunderstanding between the dealer and the customer. Unfortunately, CCI does not engage in direct sales nor are we are party to the conversations between the dealer and customer. At this time, the customer has exactly what they have paid for and contracted for. We would be unable to discount a product that the customer did not initially purchase. 

  Sincerely,

  Heather S****

  CCI General Manager

  Customer Answer

  Date: 06/15/2023

   I am rejecting this response because: I was never provided with a pricing brochure to audit the price of insulation, If there was a pricing error I should have been notified before construction started any issues between **** ****t buildings and Carolina carports should stay between the two businesses, I was sold a contract for a building with r17  for $2880 price of insulation which I accepted, then Carolina carport took it upon themselves to up the price without notice before hand to $3120 which I was not happy about but can understand and not fight due to line item 10 on the contract terms and conditions. where the main problem lies is Carolina carports took it upon themselves to change the contract to roof only without offering, calling to discuss or notify me of the change, and only disclosed this change to the contract after the building was completed, and has now made it not feasible to install the r17 woven insulation  on the walls since it would require major disassembly of the structure, If Carolina carport had notified me of this major change I would have no issues changing the contract to either include full building insulation or no insulation ultimately i have a incomplete job as outlined from the original contract 
  

  Business Response

  Date: 06/15/2023

  There were no changes to the contract regarding R17. The R17 as mentioned is priced by square footage. CCI processed the amount of square footage ordered. This is not a change. There is no delegation of footage on the order, it is simply math. All brochures are available both at the dealership and online. Again, this is a matter that would be best discussed between the customer and the dealer. CCI processed the order as signed for. 

  Customer Answer

  Date: 06/15/2023

   I am rejecting this response because:
  
  
  
  
   I am rejecting this response because: While  the may have been pricing errors at dealer level that does not give CCI the right to change or add their own notes and ammendment to the contract after it was signed, without notification  to the customer.  This situtuation could have all been avoided had CCI done the right thing and reached out to verify the order details. Especially  once errors were found by CCI and changes started being made to the contract  by CCI. 
  

  I'm going to make a proposal  that while neither party CCI or myself  are going to be happy with but I would accept as satisfactory and I would cease all legal action  and reporting currently  in progress against CCI.  the bill for insulation is $3120 there is 2698Sqft of building to cover  with insulation. CCI covered 1040sqft leaving 1658Sqft uncovered.  3120÷2698=$1.16per sqft, 1658sqft x $1.16=$1923.28 of insulation  cost, not installed   and missing from the building,  if you adjust the remaining balance  to reflect the $1923 missing  we can both move on with our business  which I think  both of parties would appreciate. 
  
  

  
  

  Business Response

  Date: 06/16/2023

  I apologize sir, but your calculations are incorrect. You were not charged for insulation that was not received. 

  Additionally, those notes are generated for our contractors purposes. Any line item that needs additional information, we add notes. Doors placements, window placement, insulation, custom colors, etc. I apologize that you do not agree with how we process our invoices but again, this is not a change to the order. 

  Customer Answer

  Date: 06/16/2023

   I am rejecting this response because:
  
  
  
  
   I am rejecting this response because: please explain how CCI determined the roof is what I wanted insulated? why not pick a wall or walls? I was certainly never consulted or notified, so CCI made this determination on it own. So according to CCI, the original contract pricing did not match the building layout roof, walls or otherwise at which point CCI ignored the error, increased the price to match whatever part of the building CCI saw fit, in this case the roof. why not recalculate the price for the whole building insulation, or is that such a large price increase CCI knows CCI would have been caught when I went to make the payment
  

  If you are rejecting my previous proposal how would CCI like to make this right? I'm open to ideas but this back and fourth between us is getting no where and if it continues I will peruse every legal option I have  and contact every  regulatory agency I can find to investigate CCI in this matter  North Carolina, Virginia, and Federal agency's
  
  

  
  

• Initial Complaint

  Date:06/13/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Installers were shorted material. I have called multiple times in the last month to see when I will be getting on the schedule to finish my barn. No response from the company and I'm sitting here will an unfinished barn, but they sure did take full payment in a split second!!! I'm not looking for money back, I'm just looking for them to show up and finish my barn.

  Business Response

  Date: 06/14/2023

  I am in receipt of the customers concerns. 

  This customers unit was installed on 5/16/23. The contractor reported that a service order was needed and we have such issued. To be clear, CCI manufactures the parts and pieces for each unit. The materials are purchased and loaded by the contractor. CCI did not short the contractor materials, this would be a case where he failed to purchase and/or load the correct materials. 

  CCI only frequents each area approximately every 6-8 weeks. This time frame can vary depending on weather, contractor availability, holidays, etc. We will contact the customer 1 week prior to let them know the contractor will be arriving. 

   

  Sincerely,

  Heather S****

  CCI General Manager

• Initial Complaint

  Date:06/08/2023

  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.

  It has been 13 weeks since I paid my deposit and was told it takes 10 weeks lead time to get it installed! They was supposed to been there on June the 6th and done it so the person before me place wasn’t ready so they took mine back to ***** ******** and didn’t install it and won’t get back out to install it! They keep giving me the run around! I can’t help that those people want ready! They was 50 mile from my place and turn around and drive all the way back! That’s crazy and still at Thursday 8th at 10:00 they still haven’t so up I don’t believe that!

  Business Response

  Date: 06/08/2023

  I am in receipt of the customers concerns. 

  The contractors load each structure on a route in the order that they are installed. If they arrive at a jobsite and the area is not prepped or accessible, they cannot reach the materials below that to continue the route. At that point, they must return to the shop. While they may only be 50 miles from the additional customers, there were 5 hours from our shop and had to return to unload the structure that could not be installed. This is why in our terms, conditions and warranties within the binding contract that we explain to each customer that we are not responsible for changes in delivery. 

  We have explained to this customer that we can work to expedite the next truck load to this area. In terms of the original delivery date, all orders over $5000 are required to submit site photos to CCI to activate their order. This customer failed to submit his site photos until May 10th. The customer stated that he had sent them to the dealer but is required to send them to CCI for activation. The delivery time frames are based on the activation date, in this case, May 10th. 

  Our rep has spoken with the customer to further explain the process and he is aware that we are working on new route. 

  Sincerely,

  Heather S****

  CCI General Manager

   

   

• Initial Complaint

  Date:06/01/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  12/2/2022 This Company come out to my home to put a 26x30 shop on concrete slab. I paid extra for the size difference. When they showed up to start my building they brought a 25x30 wrong size and had half of the frame installed. I had them stop until we found out what happened. They wanted to charge me 1,000.00 Dollars for a restocking Fee. I refused to pay in the process of removing the wrong Building they damaged my concrete slab to where its unstable and refuse to pay for any damages. The people I have dealt with have been nothing but rude and very disrespectful threw tho whole thing. The Dealer I was purchasing it from was very helpful and was behind us 100% and was trying to help as well. We have done everything they have asked on estimates for repairs pictures and everything that has been asked.

  Business Response

  Date: 06/02/2023

  I am in receipt of the customers concerns and I am personally familiar with this situation as I have been in contact with the customer. 

  CCI received this order from ***** *****, USA in September, 2022. Once the customer was ready for delivery CCI proceeded with manufacturing and shipping the unit. When this order was shipped, there was an error in the base vs. roof size. Initially it appeared to be a dealer error. Once our customer service manager, Sabra, became involved she noted that this was an office error. There was no restocking fee as that was waived due to the size of the unit being an office error. 

  In terms of the anchors, when the contractor arrived on site they began working to place the unit, starting with the baserails. The customer noted that he thought the unit should be larger in length. This is what led to the discovery of the error. However, the area of concern regarding the concrete is not impacted by this issue. The foundation is 100% the customer's responsibility to provide. In this case, the customer failed to pour his concrete in accordance with the foundations recommended for the structure. The size nor length of the unit would have prevented issues with the anchors as the customer failed to provide a 4'' turn down or "lip" around the concrete pad to allow for a 4'' embedment of the anchors. Therefore, the anchors must sit towards the outside of the slab which will in most cases cause the concrete to bust which is specifically why the certification calls for the perimeter. I attempted to explain this to the customer but rather than listen, he kept insisting he has a 4'' slab. Yes, the slab is 4'' deep, but it is not 4'' wider as it should have been nor does it have proper footings. 

  The foundation which a customer provides is completely up to them and their county if permitting is required. In this case, the width (not the length which was the area in error) is the issue. The width the customer selected vs. the width of the unit does not satisfy the requirements to prevent a blowout of the concrete. 

  Although we are not contractually obligated, we have offered for the customer to provide a reasonable local estimate for repair of his concrete for review. Rather than provide an estimate for repair, the customer continues to unreasonably provide estimates to replace his entire concrete pad. We have reviewed the photos along with multiple concrete professionals who have very clearly stated that this can be repaired. In this case, it appears that the customer is no aware that he poured his slab wrong and is attempting to hold us responsible for getting his pad poured right. 

  The customer is still very much welcome to submit proper repair quotes for review. As mentioned to the customer, this is as a courtesy as this failure is due to the pad, not the construction. Further, the contract terms are specific in stating that CCI is not responsible for incidental or consequential damages. Should the customer get the pad fixed, when we return, we would not install a 30' wide unit. The customer would have to reduce the size of the unit so that it properly fits on the slab with a 4'' embedment of anchors to avoid any further concern. 

   

  Sincerely,

  Heather S****

  CCI General Manager

   

  Customer Answer

  Date: 06/11/2023

   I am rejecting this response because: The concrete slab was to the specs of the building size of 26x30 the size of the building I was paying for. I was paying for a 30x30 but was getting a 26x30 I had to pay more for the size that I wanted. In the brochure does not say anything about roof size. When I spoke with the dealer he called the sales manager and agreed on the price and size that I was paying for. My concrete slab was to size if they would have brought the size of building and placed it where it was marked out to be the damage to the slab would have never been close to where it was set. The men who came to set it up should have seen and questioned us about where the joint was before placing it. They should have known better to set it there if they were so professional about it. So the slab was at the size of the building there is nothing in the contract saying it has to be a over hang and if there was the water would come in the building without the base being sealed. 
  
  
  
  
  
  

  Business Response

  Date: 06/12/2023

  The concrete is not the proper size for either structure as we have thoroughly discussed with the customer. The anchors require a 4'' embedment. Meaning, the concrete must be 4'' larger all the way around the structure. This concrete is not. This can be done flush or in a turn down fashion. The customer failed to pour the 4'' perimeter. We have tried to talk with the customer about this but he seems to be confused between thickness of concrete and width of concrete. 

  The 4'' perimeter is required in the engineering plans to prevent just such event. The customer did not pour his foundation correctly. 

  Customer Answer

  Date: 06/12/2023

   I am rejecting this response because: The contract that I have had nothing in it about a 4 inch overhang only how if any ground or foundation is uneven that it voids any warranty. And the professional installers never talked to us about the placement or anything of the sort. The pad was marked out where the placement was supposed to be installed. So if there was any problem it should have been brought to our attention before any installation was started 
  
  
  
  
  
  

  Business Response

  Date: 06/12/2023

  Per the contract terms, it is the customers responsibility to make sure their foundation is compliant, all restrictions are met and requirements are met. We are not involved in the actual foundation preparations. I have attached a copy of the foundation specs on our generic engineering plans for reference. 

  If the customer had poured the pad correctly, the concrete would not bust. The first alternative to pouring 4'' of concrete around is to run mobile home anchors beside the pad to avoid anchoring to the pad, this is only an option if the customer purchases the mobile home anchors for such and if the concrete is not elevated above ground level. The second alternative is purchasing "Z" clips which wrap over the baserail and provide a plate to anchor through which is embedded 4'' into the slab. The customer opted for neither. 

  Business Response

  Date: 06/12/2023

  Per the contract terms, it is the customers responsibility to make sure their foundation is compliant, all restrictions are met and requirements are met. We are not involved in the actual foundation preparations. I have attached a copy of the foundation specs on our generic engineering plans for reference. 

  If the customer had poured the pad correctly, the concrete would not bust. The first alternative to pouring 4'' of concrete around is to run mobile home anchors beside the pad to avoid anchoring to the pad, this is only an option if the customer purchases the mobile home anchors for such and if the concrete is not elevated above ground level. The second alternative is purchasing "Z" clips which wrap over the baserail and provide a plate to anchor through which is embedded 4'' into the slab. The customer opted for neither. 

  Customer Answer

  Date: 06/12/2023

   I am rejecting this response because: The pad was poured correctly it was specified for the overhang it damages the base because of water and standing. The installer should have said something but the shop was not the right size and if it would have been placed in the correct place it would have not cracked. 
  
  
  
  
  
  

• Initial Complaint

  Date:05/23/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  i ordered a 20x36 inclosed garage in the frist part of march they contacted me on may 11th to do a install on may 18th so i set everything up then they didn't show up and didn"call until 230 pm and changed in for the 19th they finally showed up at 1030 am and was here for 10 min and left they said it wasn't level but yet i set a transit up and it was well in there specs now today i told them to put the building up or return my deposit the man said it is nonrefundable then he said we might get there someday so now i am out 1650$ and no building i want my deposit returned or the building

  Business Response

  Date: 05/24/2023

  I am in receipt of the customers concerns. 

  In terms of the delivery delay, CCI does not observe any set delivery times. We schedule based on normal installations and the average install time for each unit. Our contract very specifically states that there may be unforeseen changes in delivery schedules. The contractors can run ahead or behind schedule based on what they encounter at each job site. 

  When the contractor arrived on site they immediately drew a line level to determine if the site was level for install. The site is not level. It varies from 15 inches to 23 inches off level. I have attached photos for everyone's reference. The contractors cannot install unless the ground is no more than 3 inches off level. This customer would have to level his ground or pour cement to level before we can reship or install. 

  In terms of the down payment, CCI does not receive any portion of the down payment. The contract is specific is stating that the down payment made to the dealer is non refundable. That is their commission for making the sale. In addition, in this case the customer is in breach of contract since they failed to provide the level lot needed for install. The customer has spoken with no man here at CCI so I would assume he is referring to the dealer regarding his refund discussions but we would have no knowledge of that discussion here at our office. 

  The customer currently has 2 options, he can level his ground or pour cement and send new photos showing the area is level at which time we can reactivate his order and move forward. If he chooses to cancel his order rather than level his land, he certainly has that right with the understanding that the down payment is held by the dealer and would likely not be refunded since the customer is in breach of contract and the terms regarding refunds is very specific. 

  Sincerely,

  Heather S****

  CCI General Manager