Complaints

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

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  Carolina Carports, Inc.

  187 Cardinal Ridge Trail Dobson, NC 27017-8652

• 

  Carolina Carports, Inc.

  411 Bear Creek Church Rd Dobson, NC 27017-8372

• 

  Carolina Carports, Inc.

  PO Box 1263 Dobson, NC 27017-1263

• 

  Carolina Carports, Inc.

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

• 

  Carolina Carports

  7451 E Walking Rain Rd Bronaugh, MO 64728-7657

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:05/12/2023

  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.

  Carolina Carport INC fail to deliver Metal shed on Schedule date. I have been patiently waiting for the installation of the metal shed. The process started during November 2022 requesting the Homeowner Builder Permit to install a shed and a barn in the property. The house was being built at the same time. My plans were to have the shed and the barn completed before the house. On January 2, 2023 the Shed building started with the signature of the contract and deposit payment(attachment). On January 5, 2023, Amanda from Carolina Carports initiate the process with your company and payment of the engineer drawings ($385.75). On March 10, 2023 the process with ***** ****** ******* was completed. The pouring of the slab and inspections took 10 days. By the week of March 20, we started the installation process.
  
  I estimated a couple of weeks to get the shed, but the reality was rude awakening On April 14, 2023 I call to check on the schedule. I wanted to store some things to the shed, schedule some deliveries and start the barn construction. Rene ****** indicated that she would call back with the information. She left massage in my recorder as the schedule was sometime in the middle of May and if I had any questions to call her. That was when the annoying period started. After several calls Rene send me an Email advising the installation was scheduled for May 11, 2023, weather permitting. I was trying to find out why the installation delay, instead on April 25, 2023 she indicated that she had 8 weeks to do the installation. Ms. ****** did not like me asking questions about the delivery delay and with the agreement of the Customer Service Manager, Valerie, held delivery until I agreed to discuss the contract on a recorded conversation. I asked Ms. ****** to send me the contract to be signed and return to her and she never answered.
  
  I need the shed delivered and installed as agreed in the contract without the recorded review.

  Business Response

  Date: 05/15/2023

  I am in receipt of the customers concerns and I am personally familiar with this particular order. 

  Installation and lead times vary by location and by the timing in which the customer is ready for installation. A "ready" status means the customer has secured all permits and has provided proper photos of a finished foundation. The date in which the customer is ready would determine the current lead times in each area. For this particular area, the lead time is currently about 8 weeks. Some installations may take place sooner and some may be a bit more extended depending on weather and other variables. 

  In this case, the customer assumed that from the time he was ready, he would get his building in a couple weeks. He was never advised of this by anyone at CCI. Unfortunately, delivery in that time frame is impossible from both a manufacturing standpoint and logistical standpoint. 

  The customer did inquire about delivery in April and was advised that he should fall into the schedule mid-May, weather permitting. As projected, he was placed in a route. 

  Rene attempted, as we do with all customers, to schedule the customer for install. As we are not directly involved in the sales process, it is important that we verbally confirm each order to ensure that the customer has been quoted and contracted for the building they anticipate. If we find any discrepancies, then we would return the customer to the dealer to revise their order. In this case, the customer refuses to go through the verification process. He stated numerous times that he refused to speak on a recorded line or to confirm the order. He not only refused with Rene but also with our customer service manager, Valerie. 

  The confirmation process is both for the protection of the customer and CCI. If the customer refuses to confirm his order, then we cannot manufacture, schedule or install. The customer's order is currently on hold. Once he agrees to cooperate with the scheduling process, we will be glad to place him back into rotation. 

  Sincerely,

  Heather S****

  CCI General Manager

  Customer Answer

  Date: 05/24/2023

   I am rejecting this response because:
  
  
  
  
  I offered to send me the contract or what they want to discuss on the recorded conversation. I will sign the document and return it to them. I don't do business on a recorded phone line.

   

• Initial Complaint

  Date:05/08/2023

  Type:Product 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.

  I purchased a 20x30 building with a lean to on 9/8/22 from Carolina carports it was installed on 11/14/22. On 4/19/22 we had some strong winds in ********, my lean to blew off. After reviewing the pictures the lean too braces were never mounted to the steel frame mounted to the concrete slab. I’ve emailed the company several times with no reponse. My building is still under warranty but I get anyone to respond.

  Business Response

  Date: 05/08/2023

  I am in receipt of the customers concerns. 

  Our management team was provided information regarding this last week. Sabra has an open file. She has worked to pull the weather in the area and open a dialogue with the contractor. She will be in touch with the customer as there is additional information that will be required. 

  If it is determined that the contractor made an error, then the contractor will replace the lean too at no charge to the customer. 

   

  Sincerely,

  Heather S****

  CCI General Manager

  Customer Answer

  Date: 05/09/2023

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and I accept it.  I am concerned on the time frame, Carolina carports were not able to give me an estimate on the time frame of when I will have the lean to for my metal building so whether this actually happens remains to be seen.  As the customer who already bought and paid for this building I believe a reasonable time frame should be given.  

• Initial Complaint

  Date:04/11/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  After having building installed, I found issues with my insulation and some bent panels around my door… submitted pictures to company representative and she passed them to the rep in charge of my area… never heard back so about two weeks later, I call back in and talk to my actual rep… her answer was that when they figured out a time to work it in, they would let me know… can’t give me any idea or range of when that could be other than it will definitely be a few weeks before they will even be able to schedule a date… totally not satisfied with level of service because I’m stuck with a building that I can’t electrify and start putting my wall coverings on until it is fixed… they offered me absolutely no other options than previously stated option of when they figure out a date to come look at it, then they will but until then, I’m left wondering and paying for a building that I can’t use

  Business Response

  Date: 04/17/2023

  I am in receipt of the customers concerns. CCI does have a service order in place. At any given time we are projected weeks in advance for each contractor. When a service order is initiated we must work with the original contractor to determine availability. We must also closely monitor weather in each area. 

  CCI will contact 2-3 days in advance of arrival. CCI would advise the customer not to make any alterations to the unit until the service is complete. Once alterations are made, all warranties are void per contract terms.

   

  Sincerely,

  Heather *****

  CCI General Manager

  Customer Answer

  Date: 04/17/2023

   I am rejecting this response because:
  This company has been paid by my financial company, and I’m now making payments for a building that I’m not allowed to touch until they decide when they will be here to fix the problems….I understand they can’t come out same day to fix or resolve issue, but they can give me a date within reason to come out… they haven’t and will not even respond with a date… 

• Initial Complaint

  Date:04/05/2023

  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 bought a nearly $11000 from Carolina carports incorporated (cci). One of the main reasons was because they include installation. when the installers showed up on 1/30/2023 it was 14°f. The lead contractor told me that the concrete pad was 7” off level. They said they could take the building back, and I would get charged a large fee, or they could drop off the materials for me to install later. I assumed that meant cci would come back out after the supposed pad issue was resolved. I took this option as I didn’t want to pay a fee to return the materials. They unloaded the building, including driving my tractor without permission. When they left I got a laser and measured the pad. It was 3” off level over 36 feet, not 7”! I fully believe they did not want to build in the cold. I went through the contract I signed and it says they can build on a sloped pad, just without warranty. I called cci and after being told that they will not return to a building site after leaving, I worked my way up to a manager. No one had told me that cci was done with the building once it was dropped off, and there would be no warranty coverage going forward. The contract I signed didn’t mention any of this. Even the warranty statement didn’t say anything about requiring them to install the building. I told Sabra ********* the whole story, which I can’t type in it’s entirety here. She said she understood and would work to get a crew back out to install the building. However after a few weeks she stopped updating me, and would no longer return calls. I am stuck trying to install a building myself with no instructions, because I was lied to. I feel like I now have an inferior product, because i was forced to either build it, or leave the materials strung all over my back yard where cci installers left them. cci has done nothing to make up for it, they simply stopped answering my questions. My next step will be taking action with the lawyer who witnessed my conversation with Sabra *********.

  Customer Answer

  Date: 04/16/2023

  I have not heard from the business in response to my complaint.

  
  In other complaints through the BBB CCI has responded within a few days. I suspect that they know they are in the wrong, and they have no response that would make it appear otherwise. I was hoping to resolve this the easy way. 
  

  Business Response

  Date: 04/17/2023

  I am in receipt of the customers concerns. 

  The contractor arrived on site and immediately noted that the foundation was off level, particularly in the area where the doors would be which would result in gaps. To be clear, CCI can install on a slightly sloped area but we cannot compensate for this much of a difference, the square tubing simply does not bend. 

  The crew contacted the office who spoke with the customer. The customer was advised of 2 options:

  1) Crew could return to the shop with the materials and schedule for a future date once the foundation was corrected. This would result in a 5% return fee. 

  2) Crew could drop the materials for self install and CCI would apply a 5% drop off discount. 

  The customer chose to take the drop off. It is not to the advantage of a contractor to not install a unit. They get paid significantly less for a dropped unit as they do for an installed unit. Additionally, if they didn't want to work they would not have expended the money to drive out to the location. 

  CCI did speak with the crew who was willing to go back out and install for a fee which was much lower than what the crew would normally make. The customer refused to pay the install fee so we have not moved forward with scheduling. If the customer has changed his position in the matter we can revisit this with the contractor. 

   

  Sincerely,

  Heather S****

  CCI General Manager

  Customer Answer

  Date: 04/17/2023

   I am rejecting this response because:
  
  
  
  
  I appreciate the response. I want to begin by stating that my pad was not level. I put the laser on it myself. However, the CCI crew told me it was 7” off, when it was actually 3”. So whether it was an honest mistake or dishonesty, it was only me that has suffered the consequence of their action. Additionally, don’t tell me that the steel tube won’t bend. The building is standing as we speak. On the same pad that the CCI crew would have installed it on. 
  Additionally, the statement that I would not pay to have the crew come back out is 100% false. I was never given a price, I was never offered a schedule. I was simply told “I’m working on it”, up until the point that all communication stopped. I have text messages asking for updates, with no response. So who ever said that I would not pay is 100% lying. 
  lastly, CCI told me that the way it works is this, if my materials get returned, the crew obviously doesn’t get money for installing the building. But I was told that if they come back out a second time, they receive the 5% fee I was charged to return the building, as well as the original amount they would have received for installing the structure. My hypothesis, and I told this to Sabra, is they figure they can convince me to fix a slightly out of level pad, then get be back on the schedule when the weather is warmer, and they get the install money plus the fee. And maybe I misunderstood how the payment structure works, but at the end of the day, it’s not important. My building is constructed, to the best of my abilities. But I’m left with a building that has siding laps and trim that I’m sure isn’t correct, and who knows what else, all because CCI installers measured my pad wrong, and then weren’t forward with all of the information. And in the effort to find the best solution, after being told by Sabra that she’s working on it, I have unanswered text messages, voicemails, and even Facebook messages. And I think Sabra will even have to admit that I have been pleasant through the process, I’m simply trying to find a resolution that’s fair. I paid for a certain level of quality, and due to dishonesty or mistake, it wasn’t provided. 

  Business Response

  Date: 04/17/2023

  Per the terms, conditions and warranties, if a contractor must return to the jobsite there is a return fee, that is equal to 5% of the retail costs of the structure. This covers the time and expenses of the contractor who only gets paid for units completed or dropped off. Their compensation for installation is more than double the drop off rate so it is to their advantage to install. Furthermore, your unit is not large enough for an entire truck load. This particular crew worked both before your unit and after, so the temperatures were a non-issue. The crew did measure and they were not comfortable with installing the unit in a proper manner based on the foundation. If they feel that an installation will result in issues regardless of the AS IS policy on unlevel foundations, they have the right of refusal of install as the workmanship warranty falls on the contractor himself. 

  Yes, there was a 5% discount applied which is the standard drop off discount. 

  Customer Answer

  Date: 04/17/2023

   I am rejecting this response because:
  
  
  
  I am not arguing about any amount of discount or the CCI installers issues. I stated it as a hypothesis, not a factual issue that I needed compensated for.

  I would like to address the fact that you just stated that I was offered a solution, and that I refused. I would like a response to that, as it is a blatant lie. As I told Sabra, there’s nothing I wanted more than to just have my building installed, and I felt that I was somewhat owed that action, and no one informed me that CCI would not come back out once any building site issues were resolved. No one told me verbally, there’s no note on the contract I signed, and there’s nothing in the original contract that I signed when I originally purchased the structure. That is the basis of my complaint. I feel like the rug was pulled out from under me. The quality of my structure suffered from that single action, and the follow on action of CCI not helping me with a solution. My materials sat on the ground for around 4 weeks while I was being told “I’m working on a solution” only for comms to go silent after 4 weeks. I couldn’t even get a response to questions about how trim goes around the windows, or what the caulking was intended for. Is this how customers always get treated? With no compassion? 

  The attached photo shows the manager telling me to call anytime. That was the last time she responded to me. I suspect CCI had their money and she was instructed to no longer assist. 

  
  

• Initial Complaint

  Date:03/29/2023

  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.

  Carolina Carport Inc. accepted a Binding Purchase Contract (signed on January 03, 2023) that called for the closing of two ends of a 30’ x 41’ building they initially installed in July 2018. That signed contract was accompanied with a $ 7504.50 down payment and a commitment for $ 5,380.90 upon completion.
  A period of Twelve weeks (12) has passed since initiation of the binding contract and after numerous calls, Carolina Carport Inc. has failed to comply with the Binding Purchase Contract. Carolina Carports Building Representative could not give me an update as to when installation might occur. I inquired further as to a projected date and received a reply – “whenever a crew is available”. I inquired as to a refund of my deposit and was referred to their Dealership (********* *********) for resolution- the latter said that a refund was not possible.

  Business Response

  Date: 03/30/2023

  I am in receipt of the customer's concerns. 

  Historically, CCI has never offered a lead time on addition orders. They are work ins and are processed when space is available on a truck that does not interfere with new construction and when a contractor is available. This should have been disclosed at the time of sale between the dealer and the customer. We are happy to continue to work towards delivery and installation. Please note that the contract does not relate any delivery time frames therefore there is no breach in contract. 

  If the customer has reviewed the contract terms, then he should be aware that the down payment is remitted to the dealer and is their commission for the sale. The terms are clear that there are no refunds on down payments. CCI receives no portion of these funds and would be unable to assist with any refund requests. 

   

  Sincerely,

  Heather *****

  CCI General Manager

  Customer Answer

  Date: 03/30/2023

   I am rejecting this response because: as noted in the last sentence

  
  
  
  Carolina Carport Inc.  quickness and content of their response to the
  complaint registered with the Better Business Bureau is telling.
  The complaint is not unique but common
  The response well crafted
  The response reflects its Corporate Ethos
  Carolina Carport Inc. timeline for contract completion is infinite
  The
  takeaway here is that Carolina Carport
  Inc. does not want to be in the addition business but is not willing to be
  forthright with the consumer but rather ingenious.  Prior to forwarding the contract to their
  state dealership, Carolina Carport Inc. sales representative developed the scope of the contract that met the minimum requirements
  for installation.
  
  

  
  

• Initial Complaint

  Date:03/22/2023

  Type:Billing 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.

  I signed a contract with Carolina Carports Inc for a metal building on my property for a specific price. The engineering plan, contract, and installer work order all explicitly stated this was a "Ground Mount" system meaning mobile home anchors were required. When they installed it, they tried to tell me mobile home anchor installation was going to be another roughly $2k increase, which was obviously not the contracted price. When I called and tried to work it out, they referred me to a line in the contract that said "prices subject to change" but this wasn't a materials price increase, they just didn't want to honor the contracted price that they quoted me KNOWING it was supposed to use anchors. Super shady company, Buyer BEWARE.

  Business Response

  Date: 03/22/2023

  We are in receipt of the customers concerns. We have been in contact with the customer. 

  This customer initially filled out his paperwork with the dealer stating that his baserails would be anchored to ground. This would have afforded him mobile home anchors as a standard anchoring system. However, when he contacted CCI for assistance with his permit, he relayed that the unit would actually be installed on concrete and sent photos of the concrete. At that time, concrete became the primary install surface and concrete anchors would be provided. What the customer failed to tell us was that he didn't pour his concrete to spec, he did not pour footers as required. Therefore, in order to pass inspection, the customer had to have concrete anchors through the baserail since it sits on the concrete and mobile home anchors running beside the concrete to provide proper embedment in the absence of footers. This is 100% a foundation problem. 

  Since the customer is entitled to 1 anchoring system which is the primary (cement) he was charged for the additional mobile home anchors. I did authorize to place the mobile home anchors as his primary and charge for the cement anchors in order to reduce his costs. The customers final inspection has been scheduled and he has relayed by email that he will be making final payment. 

   

  Sincerely,

  Heather *****

  CCI General Manager

  Customer Answer

  Date: 03/22/2023

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and I accept it.

• Initial Complaint

  Date:03/20/2023

  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.

  We purchased a building from Viking Steel who subcontracts the buildings to Carolina Carports. After preparing the site in August 32 2022 we waited until September 29th for them to start building the structure. The crew could not speak English, it took 2 days to put this building up and upon completion the crew had us look at the building to make sure it looked good in the total darkness of night. On October 30 I realized the building was leaking in multiple places from the roof at the wall joint. I immediately called Viking steel structures to find out who will come and fix the issues. Bret at Viking said it would have to be Carolina Carport to report the issues to. After calling the worst customer service department, they said to send them pictures. In the mean time when it would rain and the wind would blow the windows started leaking. After more pictures and videos sent,Carolina told us that the same crew would have to come out and fix the problems. But the crew went to Mexico for Christmas. After the Christmas season was over we called back and they told us the crew never came back and basically said that it won’t get fixed. We then threatened them with a lawsuit. They told us they would send out a crew when there was a crew close to us. On February 22nd a crew came out and attempted to fix the problems. The very next day a rain storm hit and the building is still leaking. It is March 20th today 2023 and Carolina Carports had the nerve to tell me that by hanging an electrical box and lights to the building that those items pulled the metal roof and walls away from itself causing the leaks. What a joke of a company, I really wished now that I would have looked at reviews of that company. I would have definitely looked for another company. DO NOT! I repeat DO NOT purchase a building from this company and if you order through a dealer, make sure they don’t use Carolina carports.

  Business Response

  Date: 03/21/2023

  I am in receipt of the customers concerns. To be fair, much of the information is false. 

  CCI has went above and beyond its contractual obligations to assist this customer. The customer has made alterations to the unit thus voiding both their workmanship and certification warranties per the terms and conditions of their binding contract. CCI is not contractually required to offer service. 

  The customer contacted Viking Steel on 10/31/22 to report leaks in the unit. He never contacted CCI direct. CCI did not receive any communication regarding these concerns until 12/2/22 when Viking emailed us. At that time we issued a service order, not knowing that the customer had made alterations to the unit as that was not disclosed. Pictures were requested as is standard and the alterations were noted at that time. Despite the alterations, CCI agreed to attempt to service.

  On 12/16/22 management spoke with Mr. ******** and advised that we were scheduled through the holiday season. The customer inquired as to when the service would take place. He was advised it would be after the new year. He inquired as to who would be completing the service and he did not like the fact that the original crew did not speak English well. He was advised that the workmanship warranties are typically serviced by the original crew, however, this crew was currently off schedule. He was informed that when we had a route in the area we would dispatch either the original or an alternate crew. The customer was informed at this time that we would only address concerns in areas where the unit has not been altered. 

  On 2/1/23 the customer inquired about an update and was advised that we did have a route going to the area later in the month, we would call 2-3 days in advance as we monitor weather closely during the winter months. 

  On 2/22/23 we dispatched the crew. The crew advised of the significance of the alterations to the unit and they were more extensive than originally described. The crew sent additional photos and worked in the areas that they could. 

  On 3/6/23 the customer reported additional leaks. Again, photos were requested which is standard. A new service order was issued and the crew is going out this week. 

  To be clear, the customer has voided all warranties. CCI is assisting as a courtesy and is not contractually obligated. 

   

  Sincerely,

  Heather *****

  CCI General Manager

• Initial Complaint

  Date:02/09/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Ordered a metal building and paid a $10.000 deposit, in addition I paid for specific blueprints and for Carolina Carport to pull permits. Carolina Carport tried pulling a permit for a wrong address , after they realized address was wrong, they refused to pull permit, they never provided correct blueprint and have now canceled my order without refunding deposit. I am requesting the deposit back. Attached is signet purchase agreement, it was signet 9/7/2021 , first 8 months was just waiting for blue prints and them pulling permit etc. ( everything delayed because of covid) so the issue is within the last 12 months. Also please see attached email from Jan 31 2023, where they say no longer any contract, also attached email is where you can see they charged $1050 for blue prints and to pull permit.

  Business Response

  Date: 02/09/2023

  I am in receipt of the customers concerns. 

  Unfortunately, the information contained in this complaint is far from accurate. Also, the correspondence attached is not from CCI. I am assuming Karen may work for the dealership but this person is not a CCI employee. 

  Mr. **** placed an order for a building in 2020. He paid a down payment of to the dealer which is their commission for the sale. 

  CCI was asked to assist with the permit and the customer needed site specific plans. Site specific plans are specific to the address on file and must be paid in full in order for the engineer to begin work on the calculations. Plans/permitting fees are non-refundable. If a customer cannot or does not qualify for their permit, the effort and work on their behalf has already been completed. It is not up to CCI or the dealer whether a customer qualifies for a permit. The plans were completed and sent to the customer. 
  

  CCI commissioned the plans based on the address on the order. After extensive efforts from CCI to obtain a permit for this customer we were told that the building was going to a different location. The customer only told us this once he received the plans. CCI commissioned revised drawings based on the new address. There was a delay in the revision due to the engineer having Covid and being on life support at the time. During this time, CCI reviewed the new property. 

  The customer did not qualify for a permit at this property due to the fact that the property was vacant. In the state of FL, the counties do not allow an accessory structure to be built on a property unless the property has a primary structure. This was not disclosed to CCI at the time of purchase or at the time when the customer advised of the new location. CCI advised the customer that he would not qualify for a permit. The customer stated that he would "take care of it himself". 

  CCI does not receive any portion of the down payment. CCI has only received the plans/permitting fees which are non-refundable as that portion of the work was completed. At this time, the customer would have to inquire with the dealer regarding any refund of down payments. Since this is an issue on the customer end and not a problem with the order, dealer or CCI, it is our understanding from the dealer that they have decided to enforce the terms, conditions and warranties of no refund on down payments. The dealer has graciously offered to maintain the down payment as credit towards a building to be placed on a qualifying property. The customer should understand that since his purchase, rates have increased. Also, if he were to downgrade the unit, the credit would only be applicable up to the amount of commission the dealer would be allowed on any new structure. He would not receive credit for any difference. Again, this is our understanding based on what the dealer has reported to CCI. This is not a CCI decision and is between the dealer/customer as the down payment is not received or held by CCI. 

  This is 100% an issue with the customers property. He does not qualify for a permit through his county. 

   

  Sincerely,

  Heather *****

  CCI General Manager

  Customer Answer

  Date: 02/09/2023

   I am rejecting this response because: Please see your own front pages of contract, it asks for customers address, it does not state it is the address where the building is going . You forget to mention that the other part of contract where it states forklift lift needs to be on site, it clearly states it is a vacant lot, so you guys knew that from the start. As for deposit, This contract was entered under the condition that the building was be build,  you state that you are unable to build the the building but your dealer refuse to return deposit for a building that will never be build ??? This contract was entered under the condition that the building was to be build, so therefor your non refundable deposit will not hold in court, will you please require the dealer to return my deposit. Thank you.
  
  
  
  
  
  

• Initial Complaint

  Date:01/31/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  11/10/2022 we had our building installed by Carolina car ports. On 11/17/2022 we sent photos of our building that was damaged during instal and not only damaged, but our 10x10 and 8x8 roll up doors were installed damaged. After sending off photos we did not receive answers for over a month. Finally 12/28/2022 we heard back and once again had to send photos of our damaged building. After no response for a few weeks we were in contact with another rep, and once again had to re submit pictures of the damage to our building on 01/25/2023. We were told a repair date and not only did they not show up, but we did not receive a courtesy call stating they weren’t able to show up. Unfortunately that cost me 1,500 dollars out of pocket not working that day as I had to pay a crew to do my job since I had to be home for the repairs to be done. Now we have been told our building repairs are being pushed back another month. I have a business to run and unfortunately need power in my building which we can’t do until repairs are done because it will void the warranty. I was told it is not their problem I can’t run my business due to their lack of ability to do their job correctly. I wasn’t aware the customer paid for the installers mistakes. Would much rather be reimbursed for the damage that needs repair than have the same people that ruined our building come back to fix it, especially considering that we’re now going to be waiting 3 months for these repairs assuming they actually make it out. The contractors live more than 4 hrs from our house so not too sure why there isn’t another option for us. Not happy with Carolina Carports customer service or availability of representatives to help since no one has been able to give us any answers on our building, which has already been paid in full. Payment is required on completion of the building. If we could have looked it over for a few days before we would never have payed for what they gave us. Unacceptable

  Business Response

  Date: 02/01/2023

  I am in receipt of the customers concerns. 

  CCI was notified by the customer of concerns with the structure on November 17, 2022. CCI issued a service order. In terms of additional requests for photos that may have been generated by the dealer but we have no record of that through CCI. We received the initial photos on November 17th and have processed based off that. CCI did receive additional photos through the dealer in January so we are assuming the additional photo requests were generated through Viking. 

  CCI issued the service order and processed that in December. The contractor was unable to make it out during the initial scheduling due to construction delays on another site. Unfortunately this took place just before our Christmas break and CCI was not aware that the crew did not make it out until he reported to the office in the new year. Once we were notified we re-issued the service order and began working on a new route. The new route was scheduled for this week as we are typically in each area every 4-6 weeks. Due to 3 days of ice and unsafe travel conditions we were forced to suspend all routes and close our TX division this week. Safety is always the highest priority for both our staff and contractors. The customer was notified of this and advised that we would need to reschedule. 

  The customer was very upset by the rescheduling although it was weather related and uncontrollable. He demanded a $7000 discount to his order which is well beyond reason. At this time CCI is processing the service order as a courtesy as the customer has technically already voided his warranty by adding shelving and cabinetry to the unit. He is within the 1 year warranty period if his warranty were still intact. Workmanship warranties and the cost/materials for such are provided by the contractor. 

  Anytime there is a weather situation of this magnitude it severely impacts scheduling abilities and essentially creates a domino effect by which all routes are pushed forward. Hence the estimate of February 21st. Our customer service manager for this area has spoken with the customer and is working with the contractor to determine if there is any availability any sooner. 

  At this time the customer has voided his warranty. CCI is willing to come out as a courtesy and service the areas that have not been altered. We appreciate the patience in scheduling and will further update if a sooner date appears to be feasible. 

   

  Sincerely,

  Heather *****

  CCI General Manager

• Initial Complaint

  Date:01/25/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  12//22 Carolina carport requested $8,431.00 by 4 pm for a garage purchase and install. They EFT it that day out of my checking.
  They canceled on the day of install and didn't come the following day til 4:30. After asking several times for them to come evaluate the spot they would not only to show measure and driveaway without even telling us they couldn't install. Amanda the install scheduler who my husband spoke with and said he would cancel the order took that as a personal threat. And called me the next day with big ole chip about how we weren't gonna see that money until after the holiday. After my husband threated her with cancellation! This was 12 /19/22. Since then they have told me they have sent 2 checks one of which was told they were gonna send certified mail and did not. It is now 1/25/23 and to date still $8,431.00 still not received. When I asked them to redeposit it into my account they could not. Because they don't send money back that way only take it. I would like my refund asap since it's over a month and I was promised I would not get it back in a timely fashion. I can only assume this is how they do busines. Because it is axaclty how Amanda the scheduler for maryland threatened it would be. Please help get the funds devolve my business with Carolina Carports.

  Business Response

  Date: 01/26/2023

  I am in receipt of the customers concerns. The customer was scheduled prior to our Christmas break. Thus, the initial check did not go out until after the holidays. The customer called and stated they did not receive it. We reconfirmed the mailing address, stopped payment on the initial check and reissued the new check. These checks are only processed every couple weeks. The customer has already spoken with our accounts payable department who have provided the information regarding the 2nd check. The check was issued on the 20th and should arrive anytime to the customer. 

   

  Sincerely,

  Heather *****

  CCI General Manager

  Business Response

  Date: 02/06/2023

  Unfortunately we have no control over the mailing system. We have sent the check information which is the most that we can do on our end. 

  CCI issues 100's of checks each week to vendors, dealers, etc. We have no issues with other checks being received or processed. We have confirmed the mailing address multiple times, stopped payment on the original check, incurred fees for such and reissued the check. 

  Customer Answer

  Date: 02/06/2023

  I am rejecting this response because:

  
  

  You write checks weekly to vendors and businesses that need to be paid. To stay in good relations and with them of course. What about the customer's returned money? Heather stated in the last arguement that the checks only go out twice a month...? Which is it? To date neither check has been received nor cashed. Your bank should be able to tell you that. Why not include a copy of those checks you've sent, stopped payment on, and incured fees on?  Instead of all this back and forth if your capable of paying back the money we sent you why not just cut that check and overnight it?   We can make excuses all day fact is you owe us $8,431.50. It's been 2 months! That's bad business!