Wolf Creek Holdings of Spokane LLC

I am in receipt of the complaint being filed by Mrs. [redacted]. Mrs. [redacted]'s unit has been serviced under the 1 year workmanship warranty. CCI has attempted to mediate this situation and schedule the repair with the original contractor. After reported failure on the contractors part, CCI sent a shop...

manager to correct the issue. On 11/27 our shop manager arrived and was able to determine that the issue was not the door itself but rather the door knob and lock mechanism. The door knob has been replaced.  Sincerely,Heather [redacted]CCI General Manager

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]

I am in receipt of the complaint being filed by Mrs. [redacted]. Mrs. [redacted] is in an extended lead time area. Her first schedule date was interrupted by high wind advisories in her area. Our contractors cannot install during high winds as it is a hazard for not only the contractor but the customers...

and their property. The second schedule date was interrupted by rain. Mrs. [redacted] was offered a reschedule date of Jan. 23rd which she refused. CCI's contract specifically states that we cannot be responsible to delays in delivery for circumstances beyond our control, specifically citing weather as one of those potential issues. Additionally, CCI does not receive any portion of the down payment, that is retained by the dealer as their commission for making the sale. At this time, CCI does not have any funds belonging to Mrs. [redacted]. We sincerely apologize for the inconvenience to Mrs. [redacted]. We are still very much committed to providing her structures if she chooses to move forward.  Sincerely,Heather S[redacted]CCI General Manager

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]

I am in receipt of the complaint being filed by Mrs. [redacted] and have researched the circumstances surrounding her complaint. On 5/12/2017, CCI sent a crew to Mrs. [redacted] property. The contractor notified CCI that they were unable to access the property without carrying the material over 100'....

The contractor stated that the order could possibly be re-shipped as the last stop of a route to gain better access with an unloaded trailer. CCI notified Mrs. [redacted] and she agreed to the charge of $200 in the event the crew did have to carry the material. The charge was added to the invoice. On 5/29/2017, CCI sent another contractor to Mrs. [redacted] site and scheduled her for the last delivery to better the chance of gaining access to the site. The contractor was able to get closer to the job site. Upon inspection of the job site, the land was 9''-10'' off level, side to side and front to back. The labor to carry the material was waived and a labor fee for leveling and cutting legs was added. The invoice the contractor had on site states the labor is for carrying as that was the only condition CCI had anticipated being an issue. Once the site was inspected, the fact that the land was unprepared was noted. The labor fee is not determined by CCI nor does CCI receive any portion of those funds, it is paid directly to the contractor. We spoke with the contractor regarding Mrs. [redacted] concern and he is willing to split the labor costs. CCI will revise the invoice and contact Mrs. [redacted] regarding the adjusted balance.  Sincerely, Heather [redacted]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 area. CCI's contract specifically states that customers are responsible for any permits and restrictions in...

their respective areas. This contract term is set forth due to the varying requirements throughout the many states that CCI services. Each state, county and city have different requirements. Regarding the down payment, CCI does not receive any portion of those funds. The $79.50 paid to the dealer is hi commission. In addition, the contract specifically states that down payments are non-refundable, due to the fact that CCI does not receive that money. Mrs. [redacted] will need to inquire about a refund from the independent dealer. CCI 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 customer. Furthermore, CCI's contract specifically outlines the responsibilities of the customer and the refund policy. CCI has fulfilled it's contractual responsibility in this matter. Should the customer decided to upgrade to the certified unit, CCI will gladly reship. Sincerely,Heather S[redacted]CCI General Manager

I am in receipt of the complaint being presented by Mrs. [redacted]. Mrs. [redacted] purchased a 22x36x13 unit with sides closed and gable ends. CCI installed the unit per the certification specs. The unit has 13' tall legs giving it a center height of almost 16'. Units that are this tall will have a...

certain degree of "sway" and are specifically designed by the engineer to allow for the "sway". The sway is necessary in order to allow a give with higher winds and break up the resistance to prevent a collapse.We have explained to Mrs. [redacted] that this is both standard and necessary. Due to Mrs. [redacted]'s insistence, we have offered her a couple different options. The first option is install a half end on the back wall. This option was not acceptable to Mrs. [redacted] as she wants to be able to pull her unit all the way through the carport. The second option is to install full ends with openings large enough to fit her RV. Mrs. [redacted] states that option was not made available to her through the dealer and if it had been presented that she would have purchased those options to begin with. CCI has priced this option and allowed her credit for the existing gables. In addition, we have waived the return fee. Mrs. [redacted] is only being asked to pay for the materials which she states she would have committed to initially had she known it was an option. We are certainly glad to assist in relieving Mrs. [redacted]'s concerns although the existing unit is installed correctly.  Sincerely,Heather [redacted]CCI General Manager

Subsequent to our previous response, CCI did meet it's commitment of shipping Mr. [redacted]'s order on the first available date of 1/9/2017. Mr. [redacted] provided a credit card for payment at the time of install. We are unsure as to what the nature of Mr. [redacted]'s additional concerns are as the original concerns have been addressed in our previous response and no additional concerns are relayed in Mr. [redacted]'s new request. Please advise further so that we may properly address any new issues that may have developed. Otherwise, CCI respectfully requests that this complaint be closed as this is currently considered and completed invoice on our end.  Sincerely, Heather S[redacted]CCI General Manager

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 5 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. [redacted]. I have been communicating with Mrs. [redacted] via email. Please see below my copied response to Mrs. [redacted]:Good morning. I am in receipt of the email that was sent through our general mailbox. I have researched your concerns as well as the...

details surrounding your order. I would like to take this opportunity to clarify a few things which may have not been relayed properly during your ordering process. Any order placed in the state of Illinois after Oct. 1st each year is not guaranteed to be delivered until the following Spring. This is the same case for all of our northern service areas. This policy was implemented several years ago due to the unpredictable nature of weather in these areas. The original call you received through our office on 10/10/2016 was to confirm whether or not your foundation was ready for delivery. We make these courtesy calls to all customers since all product is made on demand. This helps prevent a back logged inventory piling up in the warehouses when customers are not quite ready for their deliveries. Orders are not considered active until they are confirmed as being ready, at which point, we initiate the manufacturing, delivery and installation process. The installers that service this area do work throughout several states which are frequently impacted by weather. Typically, we try to keep all customers within an 8 week time frame, however, that is nearly impossible during the winter months. It can be clear in your area and the weather may be bad somewhere else which can delay the contractors. I sincerely apologize for the delays. Again, there is just simply no guarantee for delivery in your area until Spring. It is my understanding that one of our customer service managers has spoken with the dealership you purchased from in January. They were willing to apply a courtesy discount although the policies and circumstances really would not have warranted that. Unfortunately, CCI does not receive any portion of your down payment. In fact, your contract specifically states that down payments are non-refundable. I 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 you. We would still very much like the opportunity to provide you with a structure. We will gladly honor the discount previously offered and do our best to expedite the delivery as soon as weather allows. Should you be interested in re-instating the order, please let me know and I will personally track the remainder of the process for you. Have a great day.Heather S[redacted]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: 12807852
I am rejecting this response because:They did not show up till the 20th at 3pm. After talking to them on the phone and me telling them to install the unit without the right side that was not level I was told that the Forman told them not to install. I  even call the guys in the phone that was installing the unit and he told me that he could install it the way it was but would not be level. I then called the office and was not giving any options to install. After I have talked with the office for over an hour they had told me that the crew had left and was not coming back. So after all of this I will be going with another company due to the fact they are lying about giving me an option to install because she never gave me that option. I needed the building installed by the 20th was told it would be installed by the 20th and I was never called to let me know that it would not be done. I have had to rent a storage unit now for my things that should have been in the garage by now. All you have to do is look at the Revdex.com rating on this business  and can tell they do not care about customer service. So By Them Saying  they gave me an option to install their lying I was never given that option because I would had just told them to do it.
Regards,
Scott [redacted]

[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 12591945, and find that this resolution is satisfactory to me. 
Regards,
Stephen [redacted]

[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 Revdex.com 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 Revdex.com, 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 Revdex.com 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 Revdex.com 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 [redacted]

I am in receipt of the complaint being filed by Mrs. [redacted] Mrs. [redacted] was scheduled for delivery in October. Unfortunately, the contractor assigned to the route passed away at 26 years old due to complications from a seizure. Mrs. [redacted] was notified as soon as possible of the...

situation. Mrs. [redacted] was placed back on schedule for this week, however, the lake effect snow in the area is preventing the contractors from working. Mrs. [redacted] was notified that the crew would not be able to work in those conditions. While we understand Mrs. [redacted]'s frustration, we must place the safety of our contractors first. We have offered to schedule Mrs. [redacted] as soon as weather clears. Mrs. [redacted] has made it clear to CCI that she would like to cancel and get a refund of her deposit. CCI has contacted the dealer to discuss the possibility of a refund on Mrs. [redacted]'s behalf. We have left a voicemail and are awaiting a returned call. If the dealer refuses to refund the down payment, CCI will do so. In the event that Mrs. [redacted] had rather have the unit delivered once weather clears, we will work with her on a new schedule date. Sincerely, Heather [redacted]CCI - General Manager

I am in receipt of the complaint by Mr. [redacted] and have taken the opportunity to research the concerns in order to respond. Mr. [redacted] mentioned that he was initially concerned about the delivery time frames. CCI times frames in the state of Missouri are 10-12 weeks. He also indicated that the...

dealer he purchased from had advised him that the time frame would be less. CCI will certainly address this with the independent dealer. Prior to delivery of the structure, CCI discussed on multiple occasions the potential for issues, leaks or seam concerns with Mr. [redacted]. We explained that the structure he purchased would have an overlap which would most likely leak. We offered for Mr. [redacted] to change his roof style to a Vertical Roof unit which would eliminate the seam and prevent this concern. Mr. [redacted] refused to change the roof style so and acknowledgement was added to his order stating that he was aware of the issues at the seam, that CCI was not responsible. At the time of arrival at the installation site, the contractor contacted CCI to make us aware of issues with the foundation. The customer had  3' tall block wall filled with cement which we were not aware of. Additionally, the block wall was not long enough to fit the base of the unit and was not level. The crew had to make adjustments on site, drill the baserails on site. We discussed with the customer at length the foundation concerns, negotiated a price for the additional work the crew was putting in and advised the customer the the unit would be installed as is. Otherwise, the crew would return with the unit, he could have the opportunity to fix the foundation and we could come back at a later date. The customer explained that he wanted the unit installed, that he would sign off. He stated that he was a contractor, just to get the unit up and he would deal with the rest. Regarding the sealant, we will certainly speak with the contractor regarding the on site sealant concerns. It is clearly noted in the customers complaint that he has been reporting that to his salesperson at the independent dealer, not to CCI. Now that we have that information, we will be glad to send out the sealant. We will process that shipment today. With the upcoming holiday, we are hopeful that he will receive that by the end of the week.  Sincerely,  Heather [redacted]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: 12653528
I am rejecting this response because:The concrete was poured before the measurements were ever given. The concrete installer did account for the brackets, which is why there is extra space on EVERY door frame. I never received a report from Carmen, she wrote me an email "explaining" what he said, but I was standing next to him when he was on the phone with her. He never said it was my fault or CC's, he said it was clearly a case of miscommunication, which is why I asked for a detailed report stating what he said with HIS signature. Also, Carmen stated I approved the installation date, but I have attached text messages to prove Carolina Carports DID NOT inform me of a date. The OWNER of the original business I bought my building from, [redacted] Buildings, contacted CC once I asked for a refund. (Attached)Please know if ever asked about the quality of Carolina Carports work, I will allow anyone to come and look at my shop and see the work Carolina Carports did. When you do people wrong, it comes back around. I regret ever doing business with Carolina Carport, and I wish I would have received my refund when I asked for it December 27th (attached). Carolina Carports has been the absolute worst company I have ever worked with.
Regards,
Holly [redacted]

I am glad they finally put me on the route after 2 months of waiting and I hope that the carport is what I expected.  Just...

would have been alot more professional if somebody would have contacted me to let me know that they were running behind I had to call numerous times to get information. But we will see how it goes monday.

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 complaint. Mr. [redacted] purchased a unit from DMS on Oct. 19, 2016. CCI scheduled delivery for Dec. 20th, 2016. Out contractors arrived and...

no one was home, the area was not marked so the unit was returned to CCI. Mr. [redacted] was contacted to follow up and advise of the return trip fee. He stated that he had been at the hospital and was unable to be on site so CCI, as a courtesy, waived the return trip fee. CCI attempted to schedule the order again for Jan. 16, 2017. Mr. [redacted] refused this scheduled date and requested that the unit be placed on hold. On April 10th, 2017, the customer called stating that he was ready for delivery. CCI scheduled the delivery for June 7th, 2017. The contractor arrived and again, no one was home. The 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 home. Again, 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 vacation. On Sept. 13, 2017, the dealer, DMS notified CCI that Mr. [redacted] was ready. He was then put into an active rotation. CCI has made multiple attempts to deliver Mr. [redacted]'s carport. We 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 disrupted. CCI has a truck that will be in that area next week. We will be calling Mr. [redacted] to attempt to schedule delivery once again.  Sincerely,Heather [redacted]CCI General Manager

All calls through our system are date and time stamped. The only other calls on record in our system in terms of the customer calling us is on 10/18 when he called to provide her permit number. As stated, we only service this area every 6-8 weeks. We will monitor the orders in the this area and as soon as there is an available truck load, we will make it a priority.  Sincerely,Heather [redacted]CCI - General Manager