Complaints

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

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• 

  Carolina Carports, Inc.

  187 Cardinal Ridge Trail Dobson, NC 27017-8652

• 

  Carolina Carports, Inc.

  411 Bear Creek Church Rd Dobson, NC 27017-8372

• 

  Carolina Carports, Inc.

  PO Box 1263 Dobson, NC 27017-1263

• 

  Carolina Carports, Inc.

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

• 

  Carolina Carports

  7451 E Walking Rain Rd Bronaugh, MO 64728-7657

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

• Initial Complaint

  Date:01/25/2023

  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 originally had a Carolina Carport installed in mid-March 2021, which consisted of a 30x40 metal building with 10ft side walls equipped with two (2) walk in doors and one (1) 12ft wide x 10ft tall rollup door. From day 1, it was extremely difficult to pull the roll up door down. I was the only one in the family that could close the door and it took all of my weight (180 lbs) in order to close the door. At the time, I thought it was just a tensioning issue with the door spring. I called Carolina Carports and they sent a contractor out mid-summer to correct the issue. The contractor deemed that the door was defective and submitted a warranty claim into Carolina Carports for the door to be replaced. They had a technician finally lined up the end of February 2022. I was told prior to arrival that they could not make the date and had to reschedule for March 1, 2022. I had told them that March 1st was Mardi Gras, and I would be out of town. They told me that they would get back to me to reschedule. Here we are January 1st, 2023 and no one has never reached back out to me. I have only been able to speak with someone 1 time, who had told me that I was on the schedule for August 2022 (call initiated by myself). No one ever called or showed up. I have called at least 10-15 times since March 1, 2023 and only was able to speak with someone that one time. My calls are either left on hold or drop after 45 minutes. At this point, I have door that is essentially inoperable. It has been almost 2 years since the original installation, which is more than enough time to have a contractor replace the door. Any help in getting this resolved would be greatly appreciated!

  Business Response

  Date: 01/25/2023

  I am in receipt of the customers concerns. 

  CCI did install the unit in March 2021. The customer reached out in the summer of 2021 to report that they were having issues with the garage door. CCI issued a service order for adjustment. We attempted to schedule on May, the customer stated they would not be available. We sent a crew in June. The crew reported that the door would need to be replaced. 

  We attempted numerous times to contact the customer for replacement without returned communication. We were finally able to schedule in February 2022. CCI was not aware that the service was not completed. The customer has never contacted CCI again until this morning. He spoke with Sarah, the ** representative this morning. The customer advised that the unit was not repaired. Sarah re-issued the service order. The customer advised that when the door is replaced they would like to upgrade to a chain hoist door. CCI has advised of the difference in cost. 

  We will be working with the customer to schedule once the custom door they have requested is in stock. 

   

  Sincerely,

  Heather *****

  CCI General Manager

• Initial Complaint

  Date:01/17/2023

  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.

  On 9/7/2021 I had a 22 x 31 foot metal shop installed on a 4 inch thick concrete slab at a cost of $9,794.90. Not including the slab. They placed a 4 inch wide ridge cap on the roof and it should have been 7 to 10 inches wide.
  When it rains hard it leaks under the cap and into the shop. I called a company representative on 1/12/2023 to ask about a repair or replacement. The first thing she asked for were pictures of the leak area. I sent them to her. She wrote back again asking for more information, I sent that, she again asked for more information so I sent her a very detailed reply of everything I could think of that may have answered any more of her questions. I told her that I had installed lighting and electrical power. She told me that the lighting had pulled down the steel framing and that caused the leak. Get this, the LED lighting weighs about 5 to 7 pounds. She also told me that since I installed electrical power I had VOID the warranty. I have a 20 year warranty and nothing in it says that I can't install lighting or electrical power. Most shops have both.

  Business Response

  Date: 01/18/2023

  I am in receipt of the customers concerns. 

  We have reviewed the photos submitted by the customer. The ridge cap in place is standard ridge cap and it is the correct dimensions. The customer is looking at the "flap" area in the front and not giving consideration to the fact that the top area of the ridge cap is wider. The customer did make alterations to his struction by running electrical and suspended lighting. CCI strongly discourages any type of suspended lighting as this can cause a separation between the frame and the sheet metal. The customer did sign a contract stating that all warranties would be void should they make any alterations to the structure. I have attached a copy of the terms and conditions for your reference. Please refer to item 2-b. 

  Unfortunately, the customer has voided both their workmanship and certification warranties. The unit no longer carries the 20 year warranty the customer referenced. In addition, had the customer not made alterations, the 20 year warranty is for rust, not workmanship. 

   

  Sincerely,

  Heather *****

  CCI General Manager

  Customer Answer

  Date: 01/18/2023

   I am rejecting this response because:
  
  
  I have not made ANY modifications to this building. Simply running electrical wiring and hanging 7 pound LED lighting from the frame does not alter anything concerning the structure of the building. The TERMS and CONDITIONS of the WARRANTY does not indicate that electrical power cannot be run to the building. By using a 100ft electrical cable run from my shed to the building for lighting or other use does not change, alter, modify or damage the building structure in any way shape or manner.
  
  
  

  Business Response

  Date: 01/23/2023

  Any alteration, electrical, plumbing, hanging shelves, lighting is a warranty voiding alteration. This is why the contract specifically states "any manner". Anything added to the structure is an alteration and voids all warranty. 

  Customer Answer

  Date: 01/23/2023

   I am rejecting this response because: This is totally irrational, unreasonable and out right stupid to void a wannaty because of power installation, installing shelving or any other minor addition unless the company is stating that the material, structure, engineering and installation is so weak and cheap that the building would fall down because of ANY addition. How could it possibly withstand a 140 mph wind or 3 workers walking on the roof at the same time. How do you think the ridge cap and roofing was installed?
  
  
  
  
  
  

• Initial Complaint

  Date:01/14/2023

  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.

  We purchased 2 metal buildings. The 1st model we received December 2021.
  The garage door was always difficult to open and close but thought that was the norm. We got the 2nd building summer 2022.
  The 2nd building I had to tell the installer to make sure it wasn’t so hard to open and it is a bigger door. We never complained about the 1st building until Jan 2nd ,2023 the garage door just won’t open, it jammed or a spring snapped.
  I called and we are a couple weeks out of warranty. They offered to replace the door for $400. I don’t think it’s fair that we didn’t complain and now the full warranty is done and this happens. Then I did beg for help and they offered to come out and see if the door can be adjusted for free. That is great however I have no idea when someone can come out and we cannot open the door so it’s frustrating that we can’t get our belongings out.
  We need assistance to get on a schedule and hope it will be just an adjustment.
  Afraid if only 1 year and the garage door is possibly broken. We have to worry about the 2nd building.
  Since we did buy 2 buildings I hope we can get someone to help us and soon.
  Thank you in advance trying to correct this matter

  Business Response

  Date: 01/16/2023

  I am in receipt of the customer's concerns. 

  Each unit is provided a 1 year workmanship warranty. Any warranty concerns should be reported during this time. We have authorized a service order outside the warranty period as a courtesy. As is customer, CCI processes service orders when the crew is working in the area. CCI will contact the customer 2-3 days prior to arrival to schedule a date. 

   

  Sincerely,

  Heather *****

  CCI General Manager

  Customer Answer

  Date: 01/16/2023

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

• Initial Complaint

  Date:01/13/2023

  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.

  I had a carport installed by Carolina Carports with a 20 year warranty. The carport is only a little over 1 year old, so it is still well within the warranty timeframe. The carport was recently damaged by wind, however when I called the company and sent pictures of the damage they refuse to warranty their product!! I simply want the carport fixed or a replacement (because it is still under warranty).

  Business Response

  Date: 01/16/2023

  I am in receipt of the customers concerns. 

  Mr. *******'s unit is located in *** It is important that he provides this information anytime when messaging or speaking with CCI or it will be very difficult to locate his account. 

  Mr. ******* did report wind damage to his unit. As is customary, CCI reviewed the weather in his area on the date of incident to determine if this would be a warranty claim. CCI uses the weather history feature on wunderground.com to gain this information. 

  The unit that Mr. ******* purchased carries a 150mph wind rating at a 3 second gust which is the threshold required through the building code for his area. The unit is not rated for sustained winds. Mr. *******'s area had lengthy sustained winds at more than 50mph and had gusts prolonged beyond 3 seconds at over 70mph. 

  Due to the sustained winds and gusts at over the 3 second threshold required by the building code, this would not qualify for a warranty claim. Mr. ******* has been advised of such and would need to contact his homeowners insurance to initiate a damage claim. 

   

  Sincerely,

  Heather *****

  CCI General Manager

• Initial Complaint

  Date:01/10/2023

  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.

  This company is a scam, I paid a deposit for a 15x21 building in June 2022 and was told I would receive it 4 to 6 weeks after the concrete was poured. Well its been 7 months and still don't have a building. On September 6 they were to show and that didn't happen, I received a text late saying they were not coming. A day wasted for business because I shut down waiting on them. November 6 they show up with someone else building and the builder called home office and they answered them but wouldn't answer my call, remind you I've been calling for months and they wanted charge me extra when they come back with the right building. December 6 they were to show up and again no show and a text saying they don't have the materials on the truck to put the building up. I called home office and was put on hold for an hour and then sent to voice mail but never received a response, so I called the salesman and told him I'm tired of the games and like my deposit back because your company has voided the contract which is 4 to 6 weeks not 4 to 6 months. Salesman said I would have to speak to his supervisor has not called back yet. What gives them the right to take money from people and stall them for months until they give up on the deposit they put down for a product they never receives. I refuse to be disrespected because they're a big company, so my documentation will be my proof in court.

  Business Response

  Date: 01/11/2023

  I am in receipt of the customers concerns. 

  CCI does not provide a guaranteed lead time on any order, written or verbal. We do provide estimated lead times based on location, order size, the number or orders in each area and other variables. As relayed in the customers complaint, the time frame information was provided by the dealer, not by CCI. The dealer should have also relayed that the estimated times are not guaranteed. In fact, the contract states that delivery times and dates may change. 

  We have attempted delivery on 3 occasions. The first delivery did not take place due to the customer previous to Mr. *******'s land was not properly leveled when the crew arrived. Mr. *******'s building was on the bottom of the load. The previous unlevel lot resulted in the truck load being returned. 

  On the second attempt, Mr. ******* claims that the wrong building was shipped. That is not at all accurate. When the crew arrived they were unable to install because the foundation layout for the structure required the garage door to be placed on the side of the structure. Mr. ******* did not relay this information to CCI when we schedule and the dealer did not price a header bar for the unit either. In fact, the original order that Mr. ******* signed specifically states that the garage door is to be placed "Centered Gable" which indicates an end wall installation. This resulted in the contractor not being able to install the unit as a header bar is a component that must be manufactured at the plant, not on site. Per the contract terms, if the crew is unable to install due to fault of the customer, there will be a return trip fee. Mr. ******* does have a return trip fee which the dealer has agreed to pay half of. 

  On the third attempt the contract did not load enough panels for the unit. CCI does not load the trucks. The contractors purchase the materials for each unit and are responsible for loading those panels. 

  It is not customary that a customer would be delayed 3 times for delivery. We have reached out to Mr. ******* by phone and text message to provide a new date for install. The customer has not returned those calls or texts. CCI has agreed to waive the previously enforced return fee as a courtesy due to the missed deliveries. 

  In terms of the down payment, CCI does not receive any portion of those funds. That is retained by the dealer as their commission for the sale. Per the terms of the contract the down payment would be non-refundable. However, I cannot speak as to the specific policy for this particular dealer and the customer would need to inquire with them as to any request for refund. 

  We are happy to move forward with scheduling should the customer be interested. 

   

  Sincerely,

  Heather *****

  CCI General Manager

   

• Initial Complaint

  Date:12/20/2022

  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.

  We ordered a garage through ******* ******* ******* and they subcontracted the job to Carolina Carports. The installation was a bit of a nightmare with workers setting up the garage past dark, finishing after 9:00 pm, and leaving us with many issues with flood vents, doors, etc... After approximately 6 weeks, the issues were finally taken care of. In the meantime, the county came to inspect the garage and failed it because the slab the garage was placed on is not thick enough. Even though the specs for our home, driveway, etc... were sent to Carolina Carports and ******* ******* ******, the engineers did not tell us the slab needed to be thicker than the normal 4" used for a driveway. We cannot find anyone to move the new garage structure or even take it down. We have tried numerous attempts to come to an agreement with Carolina Carports to come to a resolution. ******* ******* ****** will not help since they subcontracted the job and Carolina Carports say they won't help us because we should have known the concrete depth information.

  Business Response

  Date: 01/02/2023

  I am in receipt of the customers concerns. 

  I have been in contact with the customer and advised that it is 100% the customers responsibility to make sure that their slab will conform to the requirements of the building and county. The customer failed to complete this task. The engineer will not certify the structure with the existing slab. The only option is for the customer to reduce the size of the slab to the exact measurements of the base of the structure so that mobile home anchors can be installed to the outside of the building. Otherwise, the customer would need to contact someone with a concrete company to dig and pour under the slab for proper footings. This is not our area of expertise nor can we say for sure that this is possible. 

  Sincerely,

  Heather *****

  CCI General Manager

• Initial Complaint

  Date:12/13/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 9/1/2022 We agreed to purchase a 36X48X16 steel building from CCI by signed contract, I was initially told it would take between 4 and 6 weeks to begin the install that I should expect a call to schedule in about three weeks to a month. In calls with CCI Specifically to Heather, they were exceptionally rude and clearly feel like they have you over a barrel because you've already dropped more than 5000 dollars as an initial payment, with some 42k outstanding. scheduling occurred on 11/6/2022 for the week of 11/21/2022
  
  The installation actually occurred the week of 11/21/2022 however the building was not complete, The installers left with one door that failed during the installation, saying two weeks is normal to get a door. My building was supposed to have 3 12X12 certified doors, two of which were installed, and another failed and was reported to CCI on 11/28. they have sat on this issue for two weeks already.
  
  CCI refuses to install my doors until 2023. Mrs ***** said "No, that will not be assigned until we return. We are already scheduled through the 5th/6th of Jan." meaning they have no intention to schedule anything till after the 5/6/23 date and require a job in my area to schedule, I have stopped payment on the final payment check until this is resolved. This is an unacceptable and unsavory business practice to leave customers hanging for months leaving them with something incomplete for more than a month with no intention to schedule till there is another job in my area.
  
  Our desire is for the building to be completed AS contracted, it should have been completed already I cannot secure a building that has no doors. We agreed to pay, they should do what is expected of them and complete the building by installing the door and repairing or replacing the door we should not have to wait 2-3 months. we will pay WHEN THE JOB IS COMPLETE and no sooner!

  Business Response

  Date: 12/14/2022

  I am in receipt of the customers concerns. 

  It appears that the customer was misinformed regarding how this process works. This is a commercial structure. Our lead times do not apply to commercial structures as they are built on demand and not stock items. In fact, our lead time sheet provided to dealers specifically, in large bold red letters, states that commercial size structures have individual lead times based on the size of the structure, the division the crew is coming from and the number of units in production. 

  Commercial structures require site photos to activate the order. We received site photos for this unit on 9/28/22. After receipt of the site photos, a site inspection is required. Once the site inspection is complete, the unit enters production. The site inspection and production process can take several weeks depending on the size of the unit but typically takes about 8 weeks. Once the unit is produced, we proceed with scheduling which typically takes about 2 weeks. Essentially, an average commercial size unit takes about 2-3 months. In this case, Mr. **** was ahead of the average schedule for this size unit. 

  Mr. **** does have a service order on file. Service orders are processed under our 1 year workmanship warranty and are placed in a route when the contractor is in the area. Mr. ****'s order is in a route. However, all of the contractors are currently committed through January 5th/6th due to the upcoming holiday and Christmas vacation. We have advised the dealer of this as he inquired about the service order. 

  We will contact Mr. **** 2-3 days in advance of arrival but we will not be working on any other new routes until we return from the holiday break. 

   

  Sincerely,

  Heather *****

  CCI General Manager

  Customer Answer

  Date: 12/14/2022

   I am rejecting this response because:   It is not an offer it is nothing more than a lame duck explanation and in no way an offer to stop sitting on the doors they have waiting already for install. 

  The customer being misinformed, may be true, this would be a problem with the sales force however, they were always courteous when dealing with me and still try to help with regard to this contract and i have no complaint with them. CCI management could learn a few things from these folks on treating customers with respect considering the size of their purchases. the way CCI deals with customers in general is without compromise nor regard. 

  The site photos were supplied same day as the contract, I have the original email dated Friday, September 2, 2022, 12:56:25 PM with the 5 attachments where they were submitted by the salesperson to "*********@carolinacarports.com and "******@carolinacarports.com. this included the permits, ********* and site photos.   SUBJECT: Master and Signed *********-signed requirements sheet-door placement chart for MR ****.

  
  The contract is complete when the building it a completed and securable unit, not nearly complete... from this end, the building is a 36X48 lean-to till all doors can be closed and locked to prevent theft and water incursion, this is the purpose of enclosing a building and including doors.
  
  11/28 was the estimated completion date of this building... now, the estimated completion date is whenever some other route happens that is near me after Jan 5th or 6th. which could be months down the road for all we know.
  
  Thís morning Sabra from CCI called me to confirm that they would not be sending anyone till some undetermined date in 2023 since they would not send anyone on the route just for my doors that would ultimately complete the building and close the contract. 

  The building is in an incomplete build state without a real service date, because CCI refuses to send a crew, OR hire a garage door specialist to install the doors. which i suggested as an option to Sabra from CCI today during her call to me, to help satisfy the situation and to relief their obviously overscheduled people.  They declined to help close this out,

   

   

  
  

  Business Response

  Date: 12/15/2022

  We certainly appreciate the feedback. To clarify, CCI is not part of the installation crew. We are only a manufacturer. We do maintain contracts with the installation crews and part of that includes the fact that under service warranty, those items are taken care of within the routes. As previously mentioned, due to the upcoming holiday, our contractors schedules are already fully committed. CCI will be closed from December 21-January 2. 

  Once we reopen from the holiday we will re-evaluate the contractor availability and will call 2-3 days in advance of arrival. 

  Customer Answer

  Date: 12/22/2022

   I am rejecting this response because:
  
  
  
  
  This is just another lame duck response to the obvious and glaring issues with the CCI business model, to which I am intentionally documenting here for anyone who does their homework.  Note that I originally delt with another business who has fantastic reviews and great ratings, my business was shifted to CCI by them as an outsource i assume since my building requirements fell into the commercial end.

  For CCI to make excuses by blaming another business is deplorable, this is not a problem with the installation crew, they did exactly what they showed up to do on the schedule CCI created for them and arrived with a broken door, this is a problem with CCI not granting return route or a "run" as the installers call it, to my location to do the complete the install when the doors arrived (the installers said it was about 4 days to receive a door usually.  This not allowing a run is also by their own admission in direct conversations with me. and in the previous response.  Keep in mind that my building this install IS INCOMPLETE, the unit was not 100% complete when the installers left and is still not complete, so this is not service, this is still the INITIAL install completion. Install is complete when the building is a securable unit to prevent theft and water incursion.

  CCI called on 12/16/2022 to schedule the installation of the doors for JAN 10, 2023.  The initial order 9/2/2022 submitted by email to CCI and install began on 11/21/2022, install to complete (optimistically) 1/10/2023. 

  The Installers are bringing two doors, I have one missing in the incomplete building and one that has already failed. these "Certified doors" may have a QA issue, or they have real reliability issues.
  

   

   

  
  

• Initial Complaint

  Date:11/01/2022

  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.

  I pd. Carolina Carports $1400.00 down payment over a month ago. Sent pictures of the pad as instructed 3 weeks ago. I was told they would contact me, confirming receipt of the pictures. I have called them at least 5 times in the last 3 weeks about the pictures. Some rude woman always transfers my call, supposedly to their Ga office. Call/message never answered. Last call on Friday 21st got a "the mail box is full" recording. Guy who sold me the garage is no help; tells me to call office. I feel like this company has stolen my down-payment and now jerking me around. Worst customer service I've ever seen. Take my money and then don't communicate with me for over a month. That's not acceptable when you take someone's money and commit to doing a job for them.

  Business Response

  Date: 11/03/2022

  I am in receipt of the customers concerns. 

  It appears that the customer may have been given some misinformation from the dealer. First, CCI does not receive any portion of the down payment. That is collected and retained by the dealer as their commission for the sale. CCI is not paid until the unit is installed. 

  Once the site photos are submitted that activates the order for install. Typically installation takes place within 4-6 weeks, weather permitting. We call 2-3 days prior to delivery, not after receipt of the photos. 

  This order is currently in a route awaiting an available contractor. We will make contact 2-3 days prior to installation. 

   

  Sincerely,

  Heather S****

  CCI General Manager

  Customer Answer

  Date: 11/05/2022

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and I accept it.they should have given me this information up front. Also, still no acknowledgement they received my photos. **** poor way to run a business.

• Initial Complaint

  Date:10/24/2022

  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.

  On or around September 15th and 16th 2022 Carolina carports came and installed both carports
  On September 28th hurricane Ian hit the west coast of Florida and 1 carport completely failed and 1lifed off the ground in 1 corner and entire carport is all bent and floppy.
  On Friday September 30th I contacted Carolina carports at 1-336-756-7083 and explained they failed and they said it is rated at 150mph for 3 seconds. I sent pictures of missing screws (picture taken before storm) and damage and wind speed’s report that never reached 110mph gusts as I am far inland. they said I need to contact home owners policy….. why if it was not built correctly or to engineered specs?
  I live in a Manufactured/Mobile home which is zone II or III which is rated at 100 or 110 mph there was NO damage to my home nothing but the vinyl skirting blew out so defiantly the car ports are not built as Engineered/ advertised so I got the engineered drawings to confirm and the size of 20 ft and 30 ft wide that they require 48 inch anchors for 150mph winds and they installed the 30 inch anchors which did not hold and lifted up and they got destroyed and they were less than 2 weeks old

  Business Response

  Date: 10/26/2022

  I am in receipt of the customers concerns. The units are rated per the state building code at a 3 second gust rating. They are not rated for sustained winds which is not required by the state for this type of structure as these are considered for storage use only. This is not regulated by CCI, it is regulated by the building code for the state of **. 

  In this case the customer would need to rely on their homeowners insurance for coverage. Unfortunately we cannot accept responsibility for acts of God or nature at this magnitude. 

   

  Sincerely,

  Heather *****

  CCI General Manager

  Customer Answer

  Date: 10/27/2022

   I am rejecting this response because:
  
  
  
  
  it was not built to engineered drawings for 150 mph winds for 20 and 30 foot wide carports. they used 30 inch anchors VS the 48 inch anchors (per engineered drawings) that they were supposed to use and it lifted up and got destroyed due to improper installation, similar neighboring structures did not get damaged

  Customer Answer

  Date: 10/28/2022

  these are the engineered drawings requested

  Business Response

  Date: 10/31/2022

  There are different types of anchors based on wind loads. The longer anchors are for the 170 mph rated units. 

  Customer Answer

  Date: 10/31/2022

   I am rejecting this response because:  

  Morning

  Not sure if I sent this. On the bottom pdfs you can find  the engineered drawings showing the anchor schedule showing you need 48inch anchors for 150mph winds ( they installed 30in )

  Called building dept and they are swamped so not sure when they will be able to inspect

  Sent from Yahoo Mail on Android

   

  ----- Forwarded Message -----

  From: ********** ****** ***********************

  To: ****** ********* *******************

  Cc:

  Sent: Mon, Oct 31, 2022 at 8:48 AM

  Subject:

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

  
  
  
  
  
  
  

  Business Response

  Date: 10/31/2022

  I will have our permitting department to reach out for further clarification. 

  Customer Answer

  Date: 11/02/2022

   I am rejecting this response because:
  still have not heard as they were going to check with there permitting department, sent copies of engineered drawings, facts are clear they were supposed to install 48 inch anchors and they installed 30 inch anchors which have 50% less holding capacity causing both carports  to pull out and ultimately fail. I paid for 150mph winds and the drawings state to use 48inch anchors and they did not

  
  

  Customer Answer

  Date: 11/08/2022

   I am rejecting this response because:
  
  
  
  
  It has been 6 days and they have not responded, since day one they have denied no wrong doing only to "go thorough insurance" even though not built to what I paid for or to there own engineered Drawings. I now have another hurricane

  headed my way (nicole) and have to worry about this debris destroying my home when this should of been resolved by Carolina carports.

  Business Response

  Date: 11/09/2022

  Giovanni in permitting has attempted to reach out twice with no returned call. He will be calling again. Please keep in mind this will be an 800 number or may show as a potential spam call. 

  Customer Answer

  Date: 11/12/2022

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

  I do not carry my phone on me at work, returned call and spoke to him sent more pictures as requested, heard back later in day that they are going to replace the one that completely failed and attempt to repair the smaller one that is still standing. asked me to remove the large one off the pad, removed and sent him pictures (as requested) and now waiting for them get answer from the local permitting dept. 

• Initial Complaint

  Date:10/12/2022

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 Carpets Inc (CCI) installed a carport on our property at the end of April 2022 that was certified to withstand 170mph winds. The port collapsed during Hurricane Ian on top of our workshop, boat and neighbors RV. CCI stated the certification was only for a 3 second microburst up to 170, not sustained winds. There was not any reporting of wind that high sustained or guests. Highest guests reported was 140mph that we could find. They will not honor a replacement or refund.

  Customer Answer

  Date: 10/23/2022

  I have not heard from the business in response to my complaint. We have spoke to two other reputable port builders and both stated this was a faulty build. Corner roof braces being only 16v guage was a guaranteed fail. They should have been a stronger guage steel or doubled up for that size building. Corners should have been reinforced and bolts should have been anchor it glued. This was not a 170 mph rated building for which we paid. Not we there winds, first or sustained, that were recorded on this area to exceed the certification.