I ordered my carport in-line on July 4, 2015, and paid a deposit amount of $139. I was advised my instillation date would be Friday, 8/7/2015 at 4:30-5:00pm. Shortly after 5:00 PM on 8/7/2015 I received a call from the installer that he was running late and could be there after 7 PM. Then I was advised it wouldn't be installed until the next morning. We agreed on 12:00 noon on 8/8.
On 8/8/2015 I got off wook early to meet the installers. again, they did not show up. I called Elepant Structures at 2:00pm and the rep who answers said they were closed and he would try to locate the installers. Shortly after I received a call back advising the installers were with other customers and could "probably" install my carport at 8:00 pm, but no guarantees. At that point I advised to "never mind" and cease my order since I couldn't keep adjusting my schedule and, no they couldn't fulfill their commitment for meeting their own instillation date.
At that time I advised the rep I expected a full refund of my deposit. He responded, "okay, that sounds great!". He seemed more relroved that the order was canceled, and didn't care at all that he lost a customer. I asked him to have a manager contact me on Monday. I also sent the company an E-mail and left a voice message to have a manager contact me.
You can guess that I never received a call back. I then contacted the company and was passed around to different voice maessage boxes. I finally spoke with a rep named "Heather" who told me her supervisor "Noha" would call me within 2hours. Of corse again, no call back. I was finally able to contact "Noha" who told me that because I canceled the order she couldn't refund my deposit. She refused to listen to my concerns and said I would need to talk to her manager, "Heather". (Heather and Noha were playing like they were each other's manager). When I asked for the owners name "Noha" said they were not allowed to give that info out and then hung up on me.
i called back and "Ron" answered. I asked who the owner was and he said "Heather". When I questioned him he said Heather was actually the owners daughter, and the owners were out of the country. He then transferred me to someone's voice message box.
i called back again (so many lies and conflicting stories, I just wanted my deposit back, and shared my concerns of the service I received). I spoke with Tim Thomas who finally listened to me! (Thank you Tim!). I was advised there was no owner (corporation), and that because I was in CA and they were in NC, they sub-contracted out and it was the installers fault for missing the three prior scheduled dates. Regardless, he said he would refund my deposit all except $25 for service fees. It was better than nothing, however I explained how I made it to every scheduled date, re-arranged my scheduled, including missing work which cost me time and money, and they still were making me pay $25??? For what? My frustration?
Lets see if he follows through with refunding the rest of my deposit. More importantly, I never received one apology. They didn't care that I was intending to be a faithful customer and didn't care about my experience or that they lost a valued customer. I hope for the best for this company, hope they decide to do the right thing and give me my money back (all of it), and I especially hope they learn how to treat their customers.
Carport.com Reviews
I ordered my carport in-line on July 4, 2015, and paid a deposit amount of $139. I was advised my instillation date would be Friday, 8/7/2015 at 4:30-5:00pm. Shortly after 5:00 PM on 8/7/2015 I received a call from the installer that he was running late and could be there after 7 PM. Then I was advised it wouldn't be installed until the next morning. We agreed on 12:00 noon on 8/8.
On 8/8/2015 I got off wook early to meet the installers. again, they did not show up. I called Elepant Structures at 2:00pm and the rep who answers said they were closed and he would try to locate the installers. Shortly after I received a call back advising the installers were with other customers and could "probably" install my carport at 8:00 pm, but no guarantees. At that point I advised to "never mind" and cease my order since I couldn't keep adjusting my schedule and, no they couldn't fulfill their commitment for meeting their own instillation date.
At that time I advised the rep I expected a full refund of my deposit. He responded, "okay, that sounds great!". He seemed more relroved that the order was canceled, and didn't care at all that he lost a customer. I asked him to have a manager contact me on Monday. I also sent the company an E-mail and left a voice message to have a manager contact me.
You can guess that I never received a call back. I then contacted the company and was passed around to different voice maessage boxes. I finally spoke with a rep named "Heather" who told me her supervisor "Noha" would call me within 2hours. Of corse again, no call back. I was finally able to contact "Noha" who told me that because I canceled the order she couldn't refund my deposit. She refused to listen to my concerns and said I would need to talk to her manager, "Heather". (Heather and Noha were playing like they were each other's manager). When I asked for the owners name "Noha" said they were not allowed to give that info out and then hung up on me.
i called back and "Ron" answered. I asked who the owner was and he said "Heather". When I questioned him he said Heather was actually the owners daughter, and the owners were out of the country. He then transferred me to someone's voice message box.
i called back again (so many lies and conflicting stories, I just wanted my deposit back, and shared my concerns of the service I received). I spoke with Tim Thomas who finally listened to me! (Thank you Tim!). I was advised there was no owner (corporation), and that because I was in CA and they were in NC, they sub-contracted out and it was the installers fault for missing the three prior scheduled dates. Regardless, he said he would refund my deposit all except $25 for service fees. It was better than nothing, however I explained how I made it to every scheduled date, re-arranged my scheduled, including missing work which cost me time and money, and they still were making me pay $25??? For what? My frustration?
Lets see if he follows through with refunding the rest of my deposit. More importantly, I never received one apology. They didn't care that I was intending to be a faithful customer and didn't care about my experience or that they lost a valued customer. I hope for the best for this company, hope they decide to do the right thing and give me my money back (all of it), and I especially hope they learn how to treat their customers.