Mr. [redacted] is absolutely correct in that when he purchased his initial 35' structure he did have a 20yr warranty. By adding on the addition footage to lengthen his carport, that put him past the 36ft mark, which in turn voids any extended warranty. I sent Mr. [redacted] a copy of the warranty that was written in 2011 stating that any unit with a horizontal roof that is longer than 36' would NOT have any warranty other than the initial workmanship warranty. I will again offer to give him all materials and labor at absolute cost. We are not out to take anything from the customer and are more than happy to help him if he decides he wants to have the rusted panels replaced. Thank you,Chris [redacted]
The customer called in the complaint on 5/4/17 about the roof leaking. I had an installer there the very next day 5/5/17 by the name of Saul. Saul called in to the office to let us know what would be needed to complete the repair as he did not have what was needed on his truck. The material needed...
is called "maskit" which is a rubberized sealant. The customer purchased a 41' Horizontal roof which does not carry any type of warranty on leaks or rust due to the fact that the roof panels have to be over-lapped at the 21' point because we do not offer a 41' long panel. As outlined in all of our literature and price sheets, we strongly suggest that customers purchase a Vertical roof for any structure longer than 31' so they do not have these type of issues. Even though the customer does not have any warranty on her roof, we are still going to make the repair. She is back on schedule for tomorrow 5/16/17.Thank You,Chris [redacted]
Mr. [redacted] is on schedule for this coming Monday 6/12/17 and a $150 discount has been applied to his order due to the inconvenience. I do appreciate Mr. [redacted]'s understanding that we cannot control the weather. Mr. [redacted] is over 9 hours away from our closest shop so our contractors simply cannot take a chance at driving all the way to his house to simply have to turn around and come home due to rain or the installation surface being soft and or muddy. For this reason we are having to schedule his job when we know that the weather will be cooperative. He will get his building completed this coming Monday. Thank you,Chris [redacted]
The customer refund has been processed and will be mailed on Wednesday August the 3rd. We only cut refund checks once a month and that is always the 1st week of the month. The customer called in a cancellation request 2 days after we had cut refund checks for the month of June. Eagle will be mailing...
a check in the amount of $1353.15 which is the amount that the dealer sent to Eagle after withholding his commission. The customer will have to contact Ray [redacted] (dealer that sold him the carport) to collect the remaining 10% $139.50 Thank you,Chris [redacted]
We will be more than happy to have a crew come back and take a look at the carport to see if anything can be done to divert the water to a different area. Please be aware that the gable you are talking about, was installed at a later time than the original carport installation. This may...
be the reason the water is running down the end panel/gable panel. Another reason may be that the carport was installed with a horizontal style roof. The roof panels have corrugations that run length-wise instead of vertically. The water will run off the end of the building due to the style carport you purchased. By stating the water is running to the end and down the end gable panel, this would be correct. If you were having an issue with the roof leaking on the interior, that would be considered a repair issue. Again for sake of excellent customer service, I will have a crew come out and look at the carport to see if anything is wrong with the way the carport was installed.
Ms. [redacted]I am so sorry for all the trouble you have had in trying to have the addition of the walls and doors completed on your garage. I know how frustrating it is to have to be rescheduled on multiple occasions. The contractor is coming out of North Carolina to complete the job in Ohio. We are...
in the middle of Spring and the rains have not been very kind to us. I do know there was 1 instance that the contractor had an issue with his trailer, but the other reschedules were due to the weather. I have already spoke to the scheduling supervisor and have you on schedule for this coming Monday afternoon May 1st. I will follow up with the installer to ensure the job is completed. Again, I am sorry for all the trouble. Thank you for allowing Eagle the opportunity to come back and complete the garage addition. Thank You,Chris [redacted]
Update to response sent by business. MMN Reedy, I tried to go back and add another small bit of info that I forgot to mention in my response to Mr. [redacted] complaint. The customer never pulled a permit to have the carport installed. We had a city official call to get info from us so that he could get his permit. With that said, we would not have been able to install his carport due to the fact that he still does not have a permit issued as of today. Any help would be much appreciated Reedy. Thank you!!
[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]
Complaint: 12667575
I am rejecting this response because: Attached are pictures of one bolt for the door they did wrong both sides are like this, pictures of the overhang that is not right and there are multiple panels with rust. So put these on your list to be repaired/replaced. I am not off every Friday I'm off this Friday but will do what I can.
Regards,
Mark [redacted]
Hi,The repairs are scheduled with building being installed in the customer's area. We will get this repair as soon as possible. The scheduling dept. will give the customer a two day or so window in when we will come out. I apologize in taking this long, but we are working hard as we can to get out...
[redacted] lives within a few hours of our North Carolina manufacturing facility. He is experiencing the exact same weather at his home, as we are here at our shop and corporate office. I'm sure Mr. [redacted] is aware that we have zero control over the weather. It has been raining every day this week which in turn has gave us no option but to reschedule his repair. I'm sorry for the inconvenience of the reschedules, but have confirmed that he is on schedule for next Tuesday the 14th. We will keep our fingers crossed that the weather will cooperate, but as of now the forecast looks great. I greatly appreciate the customers patience in allowing Eagle to make the necessary repairs to his carport. Thank you,Chris [redacted]
response because: I was called on oct 25 and set up to be here yesterday 11/1/20016 ...waited all day and no one showed up!!!!!! not a phone call from either!! I wqas told they would be here oct 1 to start on the garage and then they would return on 11/2 to finish!! they have not contacted me since oct 25 when date was set for delivery! my finace took off a day off work today to be here when they returned to finish as I have 2 babies and couldnt be of any assistants to them!!!!!!!
Regards,
[redacted]
Hi,I'm sorry but we have but a limited amount of installers up north, but we will get this customer taken care of as soon as possible!Sincerely,GeraldEagle Carports, Inc.
I spoke to [redacted] this morning over the situation and informed her that I would give her a call back by the end of the day today with what we are going to do with the situation. I informed her that it states on her contract that Eagle Carports is not responsible for building permits and the customer...
is to be up to date on her city and county building codes. With this said, we will provide the drawings for the customer that was requested for the concrete footing plans for her 30x20x9 triple wide carport.
Eagle Carports has went above and beyond to try and please Mr. [redacted]. Mr. [redacted] originally ordered a 12' wide unit for his RV. We brought out the 12' wide unit only to find out that it would not fit where he wanted it installed. We then took that unit back to the shop and built a custom size 10'...
wide unit to accommodate Mr. [redacted]'s property. Mr. [redacted] was there with the contractors when they came out to install his new custom size RV cover. There was no issue at time of install with the placement of the carport or Mr. [redacted] would have had the installer made the corrections at that time. Only when Mr. [redacted] tried to back his RV into the carport did he discover the difficulty of trying to park his RV. At this point he called in to let us know that he wanted our installer to come back and move the carport. We explained to him that the contractors would charge $300 to come back, disassemble, move the carport, then reassemble. He was upset saying he refused to pay anything. Eagle then agreed to split the cost of the return trip and labor ($150 each) to try and rectify the situation. Mr. [redacted] agreed to this, but now says he refuses to pay anything. The contractors are reluctant to go back and do the job in fear of not being paid. Mr. [redacted] is on schedule for November the 10th and the job will be completed as long as he upholds his end of the agreement to pay the crew $150. Thank you,Chris [redacted]
Mr. [redacted], We are sorry for any inconvenience you have endured. The phone number you have listed is not from our company, it is most likely from the installation subcontractor. We will send a crew to move the building and will inform you soon with a eta. As for the damages, please email...
us pictures to la[redacted]@eaglecarports.com. Thank you,Lee A[redacted]@eaglecarports.com
I do understand the frustration of the customer and would be more than happy to try and help her to get the carport. I am not able to give her the unit for free, however I would be willing to help her get the unit with no more scheduling issues, as well as a discount of $150. If the customer no...
longer wants the carport, I will mail her a settlement check in the amount of $100, due to the inconvenience of dealing with the reschedules. Please let me know if there is anything else I can do to help the customer. Thank you,Chris D[redacted]
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]
Hi,We will be scheduling the repair soon to fix the customer's issues. They will call him 2 or 3 days before they come out. Sincerely,GeraldEagle Carports, Inc.
I truly feel terrible for Mr. [redacted] and the rest of the people that are having to deal with such a horrible natural disaster. Eagle as well as our independent engineering firm Moore and Associates, stand behind our product especially the buildings that have been wind and snow certified. Our...
certified units are good for a 3 second gust of wind that does not exceed 140mph as well as 35psf of snow on the roof. There is no company nor engineer that will certify a carport to withstand sustained winds of over 50mph. In this particular situation with the hurricane, we are dealing with an "act of God" in which our contract and written warranty states there is no warranty coverage. As we explained to the customer, we are more than happy to help him to get an insurance claim in place as well as get him a replacement structure for a discount totaling 15%. The customer can call me directly if he has any further questions.Thank You,Chris [redacted]
I will NOT pay any money for anything I have already paid for the building the roof is under warranty and a crew needs to get here to fix it I have things outside or at other locations so I can keep them safe from damage for the leaking roof. It is winter time here in upstate NY that means snow rain and the inside of my garage is not getting any dryer. this company need to hurry up and send someone out here ASAP
I am rejecting this response because:
Regards,
[redacted]
Mr. [redacted] is absolutely correct in that when he purchased his initial 35' structure he did have a 20yr warranty. By adding on the addition footage to lengthen his carport, that put him past the 36ft mark, which in turn voids any extended warranty. I sent Mr. [redacted] a copy of the warranty that was written in 2011 stating that any unit with a horizontal roof that is longer than 36' would NOT have any warranty other than the initial workmanship warranty. I will again offer to give him all materials and labor at absolute cost. We are not out to take anything from the customer and are more than happy to help him if he decides he wants to have the rusted panels replaced. Thank you,Chris [redacted]
The customer called in the complaint on 5/4/17 about the roof leaking. I had an installer there the very next day 5/5/17 by the name of Saul. Saul called in to the office to let us know what would be needed to complete the repair as he did not have what was needed on his truck. The material needed...
is called "maskit" which is a rubberized sealant. The customer purchased a 41' Horizontal roof which does not carry any type of warranty on leaks or rust due to the fact that the roof panels have to be over-lapped at the 21' point because we do not offer a 41' long panel. As outlined in all of our literature and price sheets, we strongly suggest that customers purchase a Vertical roof for any structure longer than 31' so they do not have these type of issues. Even though the customer does not have any warranty on her roof, we are still going to make the repair. She is back on schedule for tomorrow 5/16/17.Thank You,Chris [redacted]
Mr. [redacted] is on schedule for this coming Monday 6/12/17 and a $150 discount has been applied to his order due to the inconvenience. I do appreciate Mr. [redacted]'s understanding that we cannot control the weather. Mr. [redacted] is over 9 hours away from our closest shop so our contractors simply cannot take a chance at driving all the way to his house to simply have to turn around and come home due to rain or the installation surface being soft and or muddy. For this reason we are having to schedule his job when we know that the weather will be cooperative. He will get his building completed this coming Monday. Thank you,Chris [redacted]
The customer refund has been processed and will be mailed on Wednesday August the 3rd. We only cut refund checks once a month and that is always the 1st week of the month. The customer called in a cancellation request 2 days after we had cut refund checks for the month of June. Eagle will be mailing...
a check in the amount of $1353.15 which is the amount that the dealer sent to Eagle after withholding his commission. The customer will have to contact Ray [redacted] (dealer that sold him the carport) to collect the remaining 10% $139.50 Thank you,Chris [redacted]
We will be more than happy to have a crew come back and take a look at the carport to see if anything can be done to divert the water to a different area. Please be aware that the gable you are talking about, was installed at a later time than the original carport installation. This may...
be the reason the water is running down the end panel/gable panel. Another reason may be that the carport was installed with a horizontal style roof. The roof panels have corrugations that run length-wise instead of vertically. The water will run off the end of the building due to the style carport you purchased. By stating the water is running to the end and down the end gable panel, this would be correct. If you were having an issue with the roof leaking on the interior, that would be considered a repair issue. Again for sake of excellent customer service, I will have a crew come out and look at the carport to see if anything is wrong with the way the carport was installed.
Ms. [redacted]I am so sorry for all the trouble you have had in trying to have the addition of the walls and doors completed on your garage. I know how frustrating it is to have to be rescheduled on multiple occasions. The contractor is coming out of North Carolina to complete the job in Ohio. We are...
in the middle of Spring and the rains have not been very kind to us. I do know there was 1 instance that the contractor had an issue with his trailer, but the other reschedules were due to the weather. I have already spoke to the scheduling supervisor and have you on schedule for this coming Monday afternoon May 1st. I will follow up with the installer to ensure the job is completed. Again, I am sorry for all the trouble. Thank you for allowing Eagle the opportunity to come back and complete the garage addition. Thank You,Chris [redacted]
Update to response sent by business. MMN Reedy, I tried to go back and add another small bit of info that I forgot to mention in my response to Mr. [redacted] complaint. The customer never pulled a permit to have the carport installed. We had a city official call to get info from us so that he could get his permit. With that said, we would not have been able to install his carport due to the fact that he still does not have a permit issued as of today. Any help would be much appreciated Reedy. Thank you!!
[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]
Complaint: 12667575
I am rejecting this response because: Attached are pictures of one bolt for the door they did wrong both sides are like this, pictures of the overhang that is not right and there are multiple panels with rust. So put these on your list to be repaired/replaced. I am not off every Friday I'm off this Friday but will do what I can.
Regards,
Mark [redacted]
Hi,The repairs are scheduled with building being installed in the customer's area. We will get this repair as soon as possible. The scheduling dept. will give the customer a two day or so window in when we will come out. I apologize in taking this long, but we are working hard as we can to get out...
there. Sincerely,GeraldEagle Carports, Inc.
Mr....
[redacted] lives within a few hours of our North Carolina manufacturing facility. He is experiencing the exact same weather at his home, as we are here at our shop and corporate office. I'm sure Mr. [redacted] is aware that we have zero control over the weather. It has been raining every day this week which in turn has gave us no option but to reschedule his repair. I'm sorry for the inconvenience of the reschedules, but have confirmed that he is on schedule for next Tuesday the 14th. We will keep our fingers crossed that the weather will cooperate, but as of now the forecast looks great. I greatly appreciate the customers patience in allowing Eagle to make the necessary repairs to his carport. Thank you,Chris [redacted]
I am rejecting this...
response because: I was called on oct 25 and set up to be here yesterday 11/1/20016 ...waited all day and no one showed up!!!!!! not a phone call from either!! I wqas told they would be here oct 1 to start on the garage and then they would return on 11/2 to finish!! they have not contacted me since oct 25 when date was set for delivery! my finace took off a day off work today to be here when they returned to finish as I have 2 babies and couldnt be of any assistants to them!!!!!!!
Regards,
[redacted]
Hi,I'm sorry but we have but a limited amount of installers up north, but we will get this customer taken care of as soon as possible!Sincerely,GeraldEagle Carports, Inc.
I spoke to [redacted] this morning over the situation and informed her that I would give her a call back by the end of the day today with what we are going to do with the situation. I informed her that it states on her contract that Eagle Carports is not responsible for building permits and the customer...
is to be up to date on her city and county building codes. With this said, we will provide the drawings for the customer that was requested for the concrete footing plans for her 30x20x9 triple wide carport.
Eagle Carports has went above and beyond to try and please Mr. [redacted]. Mr. [redacted] originally ordered a 12' wide unit for his RV. We brought out the 12' wide unit only to find out that it would not fit where he wanted it installed. We then took that unit back to the shop and built a custom size 10'...
wide unit to accommodate Mr. [redacted]'s property. Mr. [redacted] was there with the contractors when they came out to install his new custom size RV cover. There was no issue at time of install with the placement of the carport or Mr. [redacted] would have had the installer made the corrections at that time. Only when Mr. [redacted] tried to back his RV into the carport did he discover the difficulty of trying to park his RV. At this point he called in to let us know that he wanted our installer to come back and move the carport. We explained to him that the contractors would charge $300 to come back, disassemble, move the carport, then reassemble. He was upset saying he refused to pay anything. Eagle then agreed to split the cost of the return trip and labor ($150 each) to try and rectify the situation. Mr. [redacted] agreed to this, but now says he refuses to pay anything. The contractors are reluctant to go back and do the job in fear of not being paid. Mr. [redacted] is on schedule for November the 10th and the job will be completed as long as he upholds his end of the agreement to pay the crew $150. Thank you,Chris [redacted]
Mr. [redacted], We are sorry for any inconvenience you have endured. The phone number you have listed is not from our company, it is most likely from the installation subcontractor. We will send a crew to move the building and will inform you soon with a eta. As for the damages, please email...
us pictures to la[redacted]@eaglecarports.com. Thank you,Lee A[redacted]@eaglecarports.com
I do understand the frustration of the customer and would be more than happy to try and help her to get the carport. I am not able to give her the unit for free, however I would be willing to help her get the unit with no more scheduling issues, as well as a discount of $150. If the customer no...
longer wants the carport, I will mail her a settlement check in the amount of $100, due to the inconvenience of dealing with the reschedules. Please let me know if there is anything else I can do to help the customer. Thank you,Chris D[redacted]
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]
Hi,We will be scheduling the repair soon to fix the customer's issues. They will call him 2 or 3 days before they come out. Sincerely,GeraldEagle Carports, Inc.
I truly feel terrible for Mr. [redacted] and the rest of the people that are having to deal with such a horrible natural disaster. Eagle as well as our independent engineering firm Moore and Associates, stand behind our product especially the buildings that have been wind and snow certified. Our...
certified units are good for a 3 second gust of wind that does not exceed 140mph as well as 35psf of snow on the roof. There is no company nor engineer that will certify a carport to withstand sustained winds of over 50mph. In this particular situation with the hurricane, we are dealing with an "act of God" in which our contract and written warranty states there is no warranty coverage. As we explained to the customer, we are more than happy to help him to get an insurance claim in place as well as get him a replacement structure for a discount totaling 15%. The customer can call me directly if he has any further questions.Thank You,Chris [redacted]
I will NOT pay any money for anything I have already paid for the building the roof is under warranty and a crew needs to get here to fix it I have things outside or at other locations so I can keep them safe from damage for the leaking roof. It is winter time here in upstate NY that means snow rain and the inside of my garage is not getting any dryer. this company need to hurry up and send someone out here ASAP
I am rejecting this response because:
Regards,
[redacted]