Complaints

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• Initial Complaint

  Date:11/09/2022

  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.

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  
  
  when workers got here the site was dri and warm.they could drive to the site and get to 20 feet of the buil site their was no reason why they couldnt build the carport. i have pictures of the site to prove it.i did not cancel the order they did. when i went inside to call their boss they left. they put me back in the scheduel and delivered it on thursday 17 2022 but only if i paid the full price even if they did not build it. they should build it or pay me back the the money for not building it, and for redelivery. Finish the job; Refund
  
  
  
  Regards,
  
  
  
  ***** *****

  Business Response

  Date: 11/09/2022

  National carports has operated for 26 years in the same manner with all our customers.  When Mr ***** placed his order we were, and he was told at time of purchase, we are booked out for 2 to 4 weeks on installs.  So Mr ***** is right with in the time frame he was told when he placed his order.  We call to schedule all customers and go over a 20 question questionnaire which customers are ask if we can get a truck and trailer to site.  Mr ***** assured us we could.  When crew got there they could not get with in 150 yards of site.  Mr ***** proceeded to demand to be installed but had no answers how we could do that.  He said we could take down the neighbors fence and try that way witch was still quite a distance away and muddy.  Also we would have to ask to neighbor.  This is obviously way out of our scope of what we committed at point of sale and were told by customer when purchased and scheduled.  Mr ***** then demanded that he be done somehow or cancel order.  So he canceled order.   The contract, that Mr ***** signed at time of purchase, clearly states that  deposit is not refundable if National Carports can not complete job due to circumstances beyond our control.  Mr ***** contacted us on 11-8-2022 and demanded  that we drop off his material now uninstalled on his property.  We have agreed to that with full COD required at that time.  We will be putting him back into the schedule in the coming weeks.

  Business Response

  Date: 12/06/2022

  National Carports has been operating in Ohio since 1996 with an excellent reputation.  We have accomplished this by setting up systems and procedures that are followed with every customer throughout the process.   This customer was no different.  At time of sale we give an estimated time, based on the weather, on the completion time of the project. 

  At the time of schedule customers must answer an install questionnaire before we send the crew to complete.  This customer was right in the middle of the time frame we committed at time of sale.  Customer answered the questionnaire stating the site was level, crew can get a truck and 30' trailer into and out of the build site.   And acknowledge a trip fee would be incurred if  "project could not be completed because of condition as outside of National Caports control". 

  As stated in earlier response, There was no way to get within 200 yards of the site with our truck and trailer and the site was not level either.  Customer demanded at  that  time ,we try through the neighbors property,  taking down a fence. 

  Our crews have several years of experience driving and operating our equipment and know what they can and can't do with it.  Site was very wet at that time.  Our crews are paid by the job so they do not get paid unless they do the job so they are extremely motivated to try to get the job done.  So if there was any way to get the job done at that time they would have tried.  Customer became rude to our crew demanding we build or he would cancel. 

  With no options to be able to get in and then back out we see no way to complete the job.  Taking down fences, Potentially tearing up yards and equipment and having to be towed back out is far beyond our commitment of our sales agreement. and any verbal commitments as well.  So the customer canceled the job.  Two weeks later the customer called now just wanting us to deliver the kit and he would get it down to the building site and build himself.  We agreed to do that.  The Customer's trip fee and then delivery fee came to $550.  The labor to install that size unit is $500.  We agreed to waive the $50 in good faith for good customer service.and deliver to site.  National Carports has been up front, proactive and transparent throughout the whole process.  We are disappointed that this customer is unhappy but not sure what else could have been explained.

  The customer was not forthcoming and was trying to guilt us into doing more than we committed to do.   Customer has sent pictures which shows the hill sde and yard that he expected a truck and 30' trailer to negotiate and also showing the build site after we left and can see the quality and levelness of the site as well.   Site was not as dry as in the pictures but even with that there is no way to get a truck and trailer in and then turn around to get back out.  What the customer has failed to provide are the pictures around the house and other structures to even get to the field shown in pictures.  National Carports makes no money until we get a job done.  All of our jobs are COD so we are motivated as well to accomplish the job.  So  any way possible to accomplish the job we will try.