Alan's Factory Outlet

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved] Complaint: [redacted] I am rejecting this response because: Then why do they post on [redacted] Clarksville TN, and several other cities that they claim to be at, when they are in North Carolina Regards, [redacted]

Although our delivery times are always estimated, and our company tries our very best to educate all customers on this detail, we do recognize Mr***'s frustration and concern regarding his order and the delivery process We also try to do everything in our power to make any experience a positive one, even when delivery times sometimes run longer than the anticipated (and estimated) time frame With that in mind, we have reached out to the factory in regards to Mr***'s order and have confirmed that he is on schedule for delivery next week We also refunded Mr***'s deposit of $373.80, the only profit we made on this purchase Mr [redacted] was called and informed of both details and was satisfied with this outcome

[A default letter is provided here which indicates your acceptance of the business's response If you wish, you may update it before sending it.] Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me Regards, [redacted] ***

Ms [redacted] and I have been in direct communication since her order was placed, and subsequently received I have been working with her to obtain her certified labels for her garage doors, which the manufacturer of the door had forgotten to place before the door was given to the factory that produced her structure, and subsequently installed Although I was able to confirm via photographs, that Ms [redacted] did receive the certified garage doors required in her county to meet building code requirements, unfortunately, we were having a difficult time retrieving the label from the manufacturer of the door, a separate entity from ourselves (Alan's Factory Outlet), and also separate from the factory ( [redacted] 's Inc.) I was able to successfully retrieve the label for MsSander's garage door and supporting documentation to verify the door was in fact the certified door she paid for This information was provided to Ms [redacted] immediately after I received it from the door manufacturer and factory today Although, I have not received any feedback from Ms [redacted] since forwarding her the information she had been seeking, I do believe we have reached an acceptable resolution to this matter and Ms [redacted] should be satisfied with the outcome

Customer has cancelled his order, and requested a full refund on on 12/19/ On the same day, this request was processed and the refund was processed [redacted] , a separate entity, who left the materials on site, was contacted the same day as well, and notified that they needed to pick up their materials When we received this complaint today, we again notified [redacted] , that the materials needed to be picked up as soon as possibleUnfortunately, because our company did not drop of the materials in an attempt to install [redacted] ***'s unit, we are also unable to pithose materials for him; but have multiple attempts to request the company that did drop off the materials, pick them back up The most recent attempt was this morning @ 8:35am, by way of a phone call to [redacted] & [redacted] @ at [redacted] , Inc

This customer's installation was attempted, as customer did state he was ready to accept installation when the scheduler at the factory contacted him However, when the crew arrived on site, the installation site was not ready to have the installation completed The crew did elect to leave the materials behind, as they hoped the customer's site would be ready soon, so they could return and complete his installation The factory has made several attempts to return and complete the installation since this date; however, the customer has been very difficult to reach, which has made the scheduling impossible thus far Our company has even aided in the attempts to reach the customer, on behalf of the factory, with multiple emails and phone calls made to the customer, from multiple staff members with our company The customer did return our calls last week, approximately (1) week after our last attempt to schedule him, but the factory was closing (and is currently closed) for the next two weeks for the holidays This means the next time they could possibly attempt his installation again would be in January unfortunately, something the factory was hoping to avoid, but wasn't possible when the customer was unreachableTo help this customer resolve his problem, we attempted to reach the customer by phone three times today, but there was no answer any of those timesThree voice messages have been left for the customer today, explaining that we would be willing to refund his deposit in full, the only funds we received on his purchase I also advised in the voice message that the customer can either have the materials picked up and cancel his order, or can choose to wait for the factory to return to install the materials Either way, he can still have refund on the deposit to help rectify the situationAt this time, we are presently awaiting a call back from the customer so we know how he would like to proceed; either to cancel the order and refund the deposit, or do not cancel the order, but still refund the deposit

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending
it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me. Alan, the owner, went above and beyond to make things right immediately.
*** ***

There have been several attempts made to reach this customer by phone and by email to resolve his concerns We would like to resolve this matter Below is a copy of the email sent to the customer yesterday We are offering a full refund of the money
paid to our company, in an effort to resolve this matter We are also offering to provide a discount, the maximum percentage we, as a dealer, are entitled to, on the modification order, if he wishes to pursue that option
Quoted Email:
Good Afternoon Mr***,
I have tried reaching you by phone several times today with no luck, but I wanted to discuss your order with you and the complaint you filed with the Revdex.com against our companyWe understand that you are unhappy with the color you selected and ultimately received, and wish to receive a gray color instead of the blue color you ordered and received. Unfortunately, because this was not an error on the factory's part, nor our own, we cannot modify your color selection that has already been installed, without you incurring any added cost.
With that said, we, as a company, always try to rectify any situation to the best of our abilitiesAlthough, our company cannot provide a new roof or trim for your structures, like you have requested, we can provide you with a full refund of the deposit you paid us when you placed your order. Our company only receives the 10% deposit you paid, as payment for our services; however, we would be willing to provide you with a full refund of that percentage you paid usWe unfortunately cannot go beyond that, and offer you a new roof or new trim using the new color selection you have made, at no cost
I have spoken with the factory that produced your structures and installed them regarding the cost to modify your units to have gray instead of blue (slate blue) installed. If you wanted to order these adjustments, the cost is $996.16. That includes $for the Trim and J-trim to be replaced, including labor, tax, and materials; as well as $for the roof to be replaced on the other unit, including labor, tax, and materials. We would be willing to discount your modification order by 10%, which is the deposit you would have paid on this unit and the only money we, as the dealer, are entitled to, and therefore in a position to discount. This would bring your cost down to: $896.54. Did you want me to go ahead and place your order for this modification on your unit? If so, please be advised that just as we couldn't guarantee the slate blue would match your existing structures, we also cannot guarantee the Pewter Gray or Quaker Gray will ultimately arrive as you envisioned. This is simply because we are working with color swatches on a computer, that vary widely based on the computer screen a customer is using
Please let me know how you would like to proceed. I would be happy to refund your deposit on the structures you ordered, in the amount of: $218; which is the only profit our company made on your sale. I can also omit your deposit on the modification order if you would like to place it; which is also reducing our profit margin to zero, in an effort to rectify the situationI look forward to hearing from you soonThank you and God Bless,
Suzie R***
Alan's Factory Outletwww.alansfactoryoutlet.comMailing Address: ** *** ***Luray, VA 22835Toll Free: ###-###-####Testimonials
At Alan's Factory Outlet we strive to provide excellent customer service, please let me know if I have fallen short of our goal, as your feedback is important to us. Please be advised that prices are subject to change without notice, and any pricing information provided in this email could change at any time. Additionally, delivery times are estimated, with approximately 90% of deliveries occurring in this window; however, there is a chance that your delivery could arrive sooner, or possibly later than projected
Thank you and God Bless

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me as in getting a scheduled date of Jul 15. We will be waiting for the delivery on this said dateThank you for your assistance
Regards,
*** ***

Our company in no way falsely advertises Our customers are made fully aware that their purchase is contracted directly with each individual factory As stated on the purchase order this customer signed, it specifically states: "This purchase agreement (the "Agreement") is made by and between *** Carport Inc("CCI"), a North *** Corporation, and _____"Customer's Name"_____(the buyer)." We, in no way, made any claims that would have led this customer or any customer to believe that we were in fact, the factoryIn regards to the comment about "how many orders were canceled, and deposits not refunded," we have never once canceled an order and not refunded the customer in full We have even gone above and beyond, to allow the deposit be refunded, and the customer was able to keep their order
As for your comment that we have not taken responsibility, we fully refunded your deposit and canceled your order at your request We also offered an option for you to keep your order, even after refunding your deposit in full, which was an option you declined We do our very best to treat all customers with respect, and feel that we have done so in this instance

Hello, We do not advertise that we deliver the carports to New Mexico. When you ordered the carport it clearly stated we only deliver the carports to Alabama, Arkansas, Georgia, Illinois, Kansas, Kentucky,
Louisiana, Mississippi, Missouri, North Carolina, Oklahoma, South
Carolina, Tennessee, Texas, Virginia and West Virginia.You ordered was canceled because we do not deliver to New Mexico. Your credit card was not charged.Thank you for your interest in our products.Thank You, Alan

Customer *** *** contacted my office yesterday, October 19th @ 11:00am EST During our conversation, the customer was offered the opportunity to cancel and receive a full refund of his $non-refundable deposit The customer elected to cancel and I immediately refunded 100% of
his non-refundable deposit A copy of this receipt and cancelled invoice was sent to *** *** for his records @ 11:15am EST, a short minutes after our first conversation regarding his concerns.I will also be forwarding the customer copies of all original receipts showing the only funds he paid (in the amount of $85.00), which have been 100% returned, to avoid any further confusion as to how much was paid, and how much should be returned I have also attached copies of the detailed invoice, and all receipts showing his initial deposit that was collected, as well as the refund made to his card yesterday, for the Revdex.com's review board.I feel that this customer's issue has been satisfactorily resolved, as 100% of the funds we received from this customer have already been returned, prior to this complaint

I've been since October waiting for install called factory around dec was told it would be delivered in Dec weather has been great should be no excuse

Hello, Sorry we provided an error in the price quote provided. We are over 99% accurate on all price quotes provided but we are human and are not perfect and for the mistake I'm sorry. Also in all email price quotes provided we do say pricing information provided in this email could
change at anytime. And this is due to accidental pricing mistakes which are very uncommon but can happen by mistake as no one is perfect and that includes me and the team but our heart is always striving for the mark of perfection but we do miss and from time to time and will try and continue to increase on our accuracy as there is always room for improvement. Thank You, Alan

Customer has cancelled his order, and requested a full refund on on 12/19/15. On the same day, this request was processed and the refund was processed. *** ***, a separate entity, who left the materials on site, was contacted the same day as well, and notified that they needed to pick up their materials. When we received this complaint today, we again notified *** ***, that the materials needed to be picked up as soon as possible.Unfortunately, because our company did not drop of the materials in an attempt to install *** ***'s unit, we are also unable to pithose materials for him; but have multiple attempts to request the company that did drop off the materials, pick them back up. The most recent attempt was this morning @ 8:35am, by way of a phone call to *** & *** @ at *** ***, Inc

Hello ***,
I got an email this
morning about a complaint #***
So this customer was saying at first that I have on my website that I delivery the carports to New Mexico I do not delivery the carports to New Mexico So than I got an email from the customer saying to was not my website but on yellowpages an online phone book had my website listed and I need to get they taken off That is a 3rd party website I don't have control over what websites have listed
I do delivery to New Mexico for Gazebo Kits and Pergola Kits but the product he ordered we do not have listed that we delivery to New Mexico He ordered online and once I got the order I let him know sorry we do not delivery to New Mexico His credit card was not charged
An A+ rating is critical for my business I try to do everything right I've been in business for years I have been blessed with a growing business In fact I went from selling in the early years a few hundred products a year to know selling close to products a year online and by phone so I'm a little nervous with such high numbers of customers, I do everything possible to make them happy but my concern is if I make 99.9% of my customers happy and there are .1% of customers that are not happy that would mean I get complaints a year for some reason if I try to do what is fair will I still get a chance to keep my A+ rating With such a high number of customers I just want to make sure I will get a chance to keep my good record Now I'm not perfect so if it is something that is my fault would be given a chance to make this right and keep my A+ rating
I'm sorry I got my first complaint
I left a message with yellow pages that the carports are not delivered in New mexico but the pergola kits and gazebo kits are the only products I delivery to New Mexico Who knows if they will fix it as it is tough when it is not even my own website but a 3rd party website out of my control.
Thank you, Alan

We have always tried to provide the most accurate delivery date ranges to our customers, although they are always estimated; something we clearly state This is because we are unable to guarantee that no unforeseen circumstances will interfere with the delivery This especially applies
during our winter months, when poor weather conditions can possibly delay deliveries, as has happened in this particular instance We regularly update these delivery date ranges in several places on our website, as we hope to keep our customers well-informed about how long it may take for their items to arriveUnfortunately, we have no control over how quickly a specific factory can provide a product, as we are merely a distributor of a product, and not the company supplying, producing, delivering, or installing the product With that said, we do strive to provide the very best possible service to all of our customersWith this philosophy in mind, we have always refunded customers their non-refundable deposits in full, whenever a customer wants to cancel an order due to a delayed delivery, or any other possible reason that would cause a customer to wish to cancel their order In some instances, we have even provided a full refund of the deposit paid, the only proceeds our company receives on a sale, and even allowed the customer to keep their product as ordered As a Christian-based company, we believe that customers should be treated with respect, and will do anything in our power to make the situation right
This particular customer had never requested a refund of any kind, nor did he at any point request his order be canceled, prior to filing this complaint I was not aware that the customer was seeking a refund until this complaint was made, and we were notified as such The customer was immediately contacted and offered the option to receive a full refund of all proceeds our company accepted for this sale, with the ability to keep his order or cancel if so desired The customer elected to receive a full refund and cancel his order, in which his credit card was promptly refunded the $he had paid as a deposit on this orderI do firmly believe that the customer's complaint should lie with the factory producing his order, and not against us We have done everything in our power to make the situation right, and I do believe the customer should be satisfied with the results of our efforts
This customer is no longer considered a paying customer, and his complaint should not be considered valid

Although our delivery times are always estimated, and our company tries our
very best to educate all customers on this detail, we do recognize Mr***'s frustration and concern regarding his order and the delivery process. We also try to do everything in our power to make any experience a positive one, even when delivery times sometimes run longer than the anticipated (and estimated) time frame
With that in mind, we have reached out to the factory in regards to Mr***'s order and have confirmed that he is on schedule for delivery next week. We also refunded Mr***'s deposit of $373.80, the only profit we made on this purchase. Mr*** was called and informed of both details and was satisfied with this outcome

Ms*** and I have been in direct communication since her order was placed, and subsequently received. I have been working with her to obtain her certified labels for her garage doors, which the manufacturer of the door had forgotten to place before the door was given to the factory that
produced her structure, and subsequently installed. Although I was able to confirm via photographs, that Ms*** did receive the certified garage doors required in her county to meet building code requirements, unfortunately, we were having a difficult time retrieving the label from the manufacturer of the door, a separate entity from ourselves (Alan's Factory Outlet), and also separate from the factory (*** ***'s Inc.) I was able to successfully retrieve the label for MsSander's garage door and supporting documentation to verify the door was in fact the certified door she paid for. This information was provided to Ms*** immediately after I received it from the door manufacturer and factory today. Although, I have not received any feedback from Ms*** since forwarding her the information she had been seeking, I do believe we have reached an acceptable resolution to this matter and Ms*** should be satisfied with the outcome

Although our delivery times are always estimated, and our company tries our very best to educate all customers on this detail, we do recognize Mr***'s frustration and concern regarding his order and the delivery process. We also try to do everything in our power to make any experience a
positive one, even when delivery times sometimes run longer than the anticipated (and estimated) time frame With that in mind, we have reached out to the factory in regards to Mr***'s order and have confirmed that he is on schedule for delivery next week. We also refunded Mr***'s deposit of $373.80, the only profit we made on this purchase. Mr*** was called and informed of both details and was satisfied with this outcome