Wolf Creek Holdings of Spokane LLC

I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me Exception to this resolution: Carolina Carports must contact me within days to confirm I am on their delivery list and that my structure will be the first to be delivered and installed Also, the contractors must contact me if any change in delivery is expected Unlike last time, when NO ONE SHOWED UP AND NO ONE CALLED!I EXPECT BETTER FROM THIS COMPANY! Regards, [redacted]

I am in receipt of the complaint being filed for Mr***I have been communicating with Mrs [redacted] via emailPlease see below my copied response to Mrs***:Good morningI am in receipt of the email that was sent through our general mailboxI have researched your concerns as well as the details surrounding your orderI would like to take this opportunity to clarify a few things which may have not been relayed properly during your ordering processAny order placed in the state of Illinois after Oct1st each year is not guaranteed to be delivered until the following SpringThis is the same case for all of our northern service areasThis policy was implemented several years ago due to the unpredictable nature of weather in these areasThe original call you received through our office on 10/10/was to confirm whether or not your foundation was ready for deliveryWe make these courtesy calls to all customers since all product is made on demandThis helps prevent a back logged inventory piling up in the warehouses when customers are not quite ready for their deliveriesOrders are not considered active until they are confirmed as being ready, at which point, we initiate the manufacturing, delivery and installation processThe installers that service this area do work throughout several states which are frequently impacted by weatherTypically, we try to keep all customers within an week time frame, however, that is nearly impossible during the winter monthsIt can be clear in your area and the weather may be bad somewhere else which can delay the contractorsI sincerely apologize for the delaysAgain, there is just simply no guarantee for delivery in your area until SpringIt is my understanding that one of our customer service managers has spoken with the dealership you purchased from in JanuaryThey were willing to apply a courtesy discount although the policies and circumstances really would not have warranted thatUnfortunately, CCI does not receive any portion of your down paymentIn fact, your contract specifically states that down payments are non-refundableI am unsure of your dealers specific policy regarding refunds.I completely understand your frustrations and it does appear that all our policies were not outlined to youWe would still very much like the opportunity to provide you with a structureWe will gladly honor the discount previously offered and do our best to expedite the delivery as soon as weather allowsShould you be interested in re-instating the order, please let me know and I will personally track the remainder of the process for youHave a great day.Heather S*CCI-General Manager

I am in receipt of the complaint being filed by Mr. *** When Mr. [redacted] placed his order he was not ready for delivery. He notified CCI that he was ready at the beginning of September. At that time, his order was considering active and placed in rotation. Our current lead time in this area is... approximately 10 weeks, weather dependent and not accounting for holidays. Currently, this order is projected to be installed on Dec. 11th/12th. Sincerely, Heather ***CCI General Manager

We are in receipt of the complaint being filed by Mrs [redacted] As clearly stated in the complaint, it appears that Mrs [redacted] 's primary grievance is with the independent dealer in that areaCCI's contract specifically states that customers are responsible for any permits and restrictions in their respective areasThis contract term is set forth due to the varying requirements throughout the many states that CCI servicesEach state, county and city have different requirementsRegarding the down payment, CCI does not receive any portion of those fundsThe $paid to the dealer is hi commissionIn addition, the contract specifically states that down payments are non-refundable, due to the fact that CCI does not receive that moneyMrs [redacted] will need to inquire about a refund from the independent dealerCCI respectfully requests that this matter be closed in regards to Carolina Carports as the issues surrounding this complaint do not pertain to CCI's interaction with the customerFurthermore, CCI's contract specifically outlines the responsibilities of the customer and the refund policyCCI has fulfilled it's contractual responsibility in this matterShould the customer decided to upgrade to the certified unit, CCI will gladly reshipSincerely,Heather S*CCI General Manager

I am rejecting this response because: I did inquire about a permit through your representativeCarolina Carports should higher more honest employeesI was also advised by your representative not to purchase a certified carportThat is the problem with our country, you can't trust any of your fellow citizensThat is why the issue is weighing heavily on my heart and mindA change in our country can start with something as small as people taking responsibility for their faultsCarolina Carports should take ownership of their representatives dishonestly Regards, Ashley Griffith

I am in receipt of the complaint being filed by Mr [redacted] and have researched this complaint to provide an accurate account of the issues surrounding this complaintMr [redacted] purchased a unit from DMS on Oct19, CCI scheduled delivery for Dec20th, Out contractors arrived and no one was home, the area was not marked so the unit was returned to CCIMr [redacted] was contacted to follow up and advise of the return trip feeHe stated that he had been at the hospital and was unable to be on site so CCI, as a courtesy, waived the return trip feeCCI attempted to schedule the order again for Jan16, Mr [redacted] refused this scheduled date and requested that the unit be placed on holdOn April 10th, 2017, the customer called stating that he was ready for deliveryCCI scheduled the delivery for June 7th, The contractor arrived and again, no one was homeThe contractor proceeded with his scheduled route and even went back to the home a second time at the end of the route, still, no one was homeAgain, we followed up with Mr [redacted] and he stated that he wanted to put the order on hold, that he was going on an extended vacationOn Sept13, 2017, the dealer, DMS notified CCI that Mr [redacted] was readyHe was then put into an active rotationCCI has made multiple attempts to deliver Mr [redacted] 's carportWe are still very committed to doing so and need the same commitment from Mr [redacted] to be on the property at the time of delivery or mark the area off so that the crews route is not disruptedCCI has a truck that will be in that area next weekWe will be calling Mr [redacted] to attempt to schedule delivery once again Sincerely,Heather ***CCI General Manager

I am in receipt of the complaint being filed by Mrs [redacted] Mrs [redacted] was scheduled for delivery in OctoberUnfortunately, the contractor assigned to the route passed away at years old due to complications from a seizureMrs [redacted] was notified as soon as possible of the situationMrs [redacted] was placed back on schedule for this week, however, the lake effect snow in the area is preventing the contractors from workingMrs [redacted] was notified that the crew would not be able to work in those conditionsWhile we understand Mrs [redacted] 's frustration, we must place the safety of our contractors firstWe have offered to schedule Mrs [redacted] as soon as weather clearsMrs [redacted] has made it clear to CCI that she would like to cancel and get a refund of her depositCCI has contacted the dealer to discuss the possibility of a refund on Mrs [redacted] 's behalfWe have left a voicemail and are awaiting a returned callIf the dealer refuses to refund the down payment, CCI will do soIn the event that Mrs [redacted] had rather have the unit delivered once weather clears, we will work with her on a new schedule dateSincerely, Heather ***CCI - General Manager

[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: 12289005 I am rejecting this response because: This is a follow up to my previous BBB complaint against Carolina Carport, Inc. Complaint # 12289005. Previous complaint: I bought a metal building from this company several years ago. In May of this year the roll up door on my building was damaged. I contacted Carolina to request purchasing a replacement. door. I was given the run around from the very start. One salesman said they could not provide the door, then another said they could. Back and forth so on. Finally they said they could. (They manufacture this door, so no other roll up doors from other companies could be substituted.) I gave them the option of either shipping me the door and I would install it or when they had an installation crew in town they could install it. We agreed to have on of their crews install the door. I was quoted 6 to 8 weeks for installation. I paid, in advance $581.50 for the door and installation. I have checked in with them periodically to see if I was on the installation schedule. Most of these calls were not answered directly by a customer service representative, I could only get voicemails with no return call back. On all occasions when I did speak to someone the attitude I was given is that I was bothering them and that they would get to me when they could. On a call I made at the start of the 7th. week I was told that they had a crew coming into town at the end of that week. They never showed. I am now into the end of the 9th. week of waiting for my door and don't see a resolution in site. This company doesn't appear to value service after the sale and with them being the manufacturer of the specific door I have to have I'm stuck. Resolution requested: Install the door I have paid for, or ship the door to me, minus installation fee and shipping, and I will install it myself. During conversations with Carolina Carport after filing my complaint with the BBB, they insisted that their price for the door did not include installation. On my receipt from them it clearly shows that I was charged $200.00 Additional Labor Charge. They also insisted that in my BBB resolution requested that I wanted them to just drop off the door and I would install it. They clearly twisted my statement to their benefit. I stated" Install the door I have paid for, or ship the door to me, minus installation fee and shipping, and I will install it myself". I stated either install for the given price, or ship it to me minus the $200.00. They claimed the $200.00 was a delivery fee and that if I wanted the door installed it would cost an extra $150.00. I'm out $200.00 was forced to hire two laborers and a floor lift to install the door. I highly dissatisfied with Carolina Carport's customer service and dishonesty. Also, anytime I was on a phone call with their customer serve rep. after the BBB complaint, I was always put on speaker phone and I could hear people in the background game planning what they wanted the customer service agent to say to me. Very unprofessional. Desired Outcome: Refund my $200.00 Additional Labor Charge that I was billed and reimburse my labor and equipment rental expense of $150.00. Regards, William ***

We sincerely apologize for any inconvenience the delay in delivery may have causedHowever, our contractors work throughout a mile service area during each routeAlthough it may not have been rained in Mr [redacted] particular area, it did rain in the area of their previous stops which ultimately delayed the installIt is my understand that that Mr [redacted] has been in contact with Katie, our customer service manager, this morning to arrange delivery for July 31stMr [redacted] has accepted the delivery and we have added J-Trim to the unit at no charge for the inconvenienceSincerely,Heather ***General Manager

[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 12826366, and find that this resolution is satisfactory to me. Regards, Candace [redacted]

We are in receipt of the complaint being filed by Mr***. Mr*** purchased a unit on July 16th in an area which is currently on a 6-week lead timeWe contacted Mr*** was given a courtesy call as is standard with every customer to confirm receipt of the order and verify the
status of his foundationMr*** returned the call on July 27th to state that his foundation was ready. Mr*** was scheduled for Sept8thCCI contacted him on Sept7th to notify him that the contractor was broke down in another state was not going to be able to loadHis order would need to be scheduled with a different contractor as the transmission was out of the truck and would not be fixed quicklyHe was given a new date of Sept15th. Mr*** was offered a discount for his inconvenience but declined stating that he wanted to cancel the orderCustomer service escalated the issue to a manager who attempted to speak with Mr***, offering him an upgrade as wellHe again declinedAt this time, Mr*** was very frustrated and upsetHe asked that CCI not contact him again and that at that point, he would most likely do something bad to the contractor if they did show up because he was so angryWe have made every attempt to rectify this situationWe sincerely apologize that this was less than a pleasant experience for Mr***. Sincerely, Heather S*CCI General Manager

[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:
I am rejecting this response because: I have opened a complaint against the independent dealer, *** *** ***I am awaiting their response before I make any decisions on closing this matter
Regards,
Christie ***

I am in receipt of the complaint being filed by MrBruce *** Mr*** purchased a carport from Whitson's, an independent dealer, on 10/11/This order was not submitted to CCI until 12/13/The date stamp on the upper fax transmittal confirms this date as well. CCI is working
to expedite the delivery for Mr*** based on the circumstancesHowever, with the upcoming holiday, CCI will be closedMr*** has spoke with upper management and they will be monitoring the routes to this area to ensure that Mr***' lead time is minimized. We certainly apologize for any inconvenienceHad we received the order when it was originally placed we would have no issue getting this order taken care of. Sincerely,Heather ***General Manager

We are in receipt of the complaint being filed by Mr***CCI has spoken with Mr*** and he is in route for the week of March 20th. Sincerely,Heather S*CCI General Manager

I am in receipt of the complaint being filed by MrStephen ***. CCI received this order on Oct18, We contact Mr*** to determine if he had obtained his permit and he provided the permit numberWe attempted to contact Mr*** on Dec14th for scheduling on Dec19thMr
*** did not return our callWe also text him and notified the dealer that we were attempting to schedule. Mr*** did not contact CCI back to schedule deliveryWe only frequent this area every 6-weeksCCI will attempt to schedule Mr*** on the next available route. Sincerely,Heather ***CCI General Manager

I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me.
Regards,
*** ***

I am in receipt of the complaint being filed by Mrs***. Mrs*** purchased a 20x26x7, top only carport unit from *** *** ***, an independent dealer, on 1/22/The original contract (attached), was signed by Mrs***The order reflects a P(Pebble) Beige top and
Black trim. CCI is the manufacturer and are not directly involved in the sales processMrs***'s order was faxed to CCICCI called to schedule delivery and again went over the terms of the contract, confirming Pebble Beige top with Black trim. CCI has fulfilled the terms of the contract and the building is completed as contractedIf there was a discussion, email or otherwise with the independent dealer, the customer would need to address their complaint with the dealer. In an effort to avoid collections proceedings, CCI would be willing, as a courtesy to reduce the balance by $70.00. We hope that the information provided is sufficient to close this complaint in a manner which is favorable to CCI as it is clear by the documents provided that CCI has fulfilled its contractual obligations. Sincerely,Heather ***CCI - General Manager

I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me.
Regards,
*** ***

I am in receipt of the complaint being filed by Mrs***. Mrs*** placed an order for a unit on Nov8, All CCI dealers are aware that the cutoff for orders in our northern states is Oct1st of each yearAnything purchased after Oct1st is not guaranteed until Spring of the
following year. On January 8th, 2018, Mrs*** called CCI for an update on the deliveryWe reminded her of the northern cutoffWe also explained that we do continue to service the area is weather allowsShe inquired about a refund of her deposit and we reminded her that the deposit is not held by CCI, it is the dealer's commission for making the salePer the contract terms, the down payment is non-refundableShe stated that she would move forward with the order. On February 5th, 2018, CCI contacted Mrs*** regarding a potential delivery date of February 8thMrs*** stated that she would be out of town those datesCCI advised that we could put her in the next truck route or she could mark the area off and inspect the unit upon her returnMrs*** stated that she would prefer to cancel the order. CCI did notify the dealer that the customer had cancelledWe will certainly be glad to put Mrs*** back in rotation for deliveryWe will be glad to offer a 5% discount to the order as a courtesy. Sincerely,Heather ***CCI - General Manager

We are in receipt of the complaint from Mrs***. CCI agrees that the number of failed deliveries is unacceptableWe are taking measures to ensure that this does not happen again in the futureWe will be refunding the customer. Sincerely, Heather S*CCI General Manager