ComplaintsforShelterLogic Corp.

• Initial Complaint

  06/06/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  We purchased our gazebo over a year ago and roof is broken.

  

  Business response

  06/06/2024

  Hello Jamey, 

  We are sorry to hear about this! Did you attempt to submit a warranty claim? Please provide us with proof of purchase, and additional photos of the Gazebo. Please do note that our Gazebo carries a 1-Year Limited Warranty from the date of purchase.

  We are looking forward to hearing back from you. 

  Thank you

   

• Initial Complaint

  05/13/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  We purchased a ***** Gazebo from the org. Owner. The polycarbonate roof sheets were damaged by hail. We tried multiple times to reach the company Via the number provided, Chat Now and through their Company website online Form for replacements but no response. Call the number or click on their "chat now" and get a response that someone will contact you in 24hrs. It's been 3+ months. Fill out the online form and submit and no one in the company even bothered to respond. We weren't asking for Anything free we just wanted to BUY replacement panels. This company clearly do not seem to care about their customers or future Potential customers. We will never recommend them.

  

  Business response

  05/14/2024

  Hello ****, 

  We are sorry to hear about your negative experience. Customer satisfaction is important to us, and we want to help resolve your issue. To place an order for replacement parts to your Gazebo, please call our directly line at ###-###-####. Our ***** representatives will be happy to assist you with your request. Again, we do apologize for the inconvenience. 

  We are looking forward to assisting you! 

• Initial Complaint

  04/30/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  We bought the tent but were not told we needed a door kit as the previous tent came with it. We called to place the order to replace a previous tent as the roof of the tent ripped off and not under warranty which was understandable. when my husband put the tent up to reach the top is about 8 feet tall and can not reach it. when he called he was told it was 7 feet tall and could buy a door kit. the representative who sold us the tent should have told us it did not come with a door kit.

  

  Business response

  05/01/2024

  Hello *****, 

  We are sorry to hear about your experience. To further assist you, we need to gather more information as to what shelter model do you own. What's the order number of your replacement that you ordered? Or, if you can provide us with the phone number you used to place the order.

  We are looking forward to hearing back from you. 

  Regards, 

  ShelterLogic

  Customer response

  05/02/2024

  The phone number that placed the order is ###-###-####.  

  Customer response

  05/02/2024

  The phone number is ********** that placed the order.  

  

  Business response

  05/03/2024

  Hello *****, 

  Thank you for your response. We were able to locate your order. Yes, the Shed-in-a-Box® 8 ft. x 8 ft. x 8 ft. Gray. Model #: ***** does not come with a roll up door kit, as only certain shed-in-a-box models sold through third party retailers include that accessory. Most cases, that accessory is sold separately as it's optional. The shed-in-a-box comes with a unique feature that incorporates grommets/eyelets that only come on the standard cover-kit. The front door can be rolled up manually and tied up with bungee cords through the eyelets. We understand the shed has a door height opening of 6'11" where the door can be rolled up to and the overall peak height of the exterior shed-in-a-box is 8'ft. Most consumers utilize bungee cords to keep the door open. We do apologize for the confusion this may have caused. As a one-time courtesy, we will be shipping you out a roll-up door kit accessory for the inconvenience as a price adjustment is not possible. 

  The order has been placed. The order number is #*******. (This order will ship to the same address on file). 

  Again, we do apologize for the inconvenience. 

  Thank you for choosing ShelterLogic!

  Customer response

  05/06/2024

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.  They went above and beyond.  Thank you so much.
  
  Sincerely,
  
  ***** ***** ******

• Initial Complaint

  04/22/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  We purchased a shed from *********. The shed is of very low quality. Every time we have a normal rainstorm the shed falls over or twists, bends, breaks, tears, etc. We have attempted to secure it to the concrete which did not help and now the only thing holding it up is it being strapped to our lawnmower making us unable to use our lawnmower for fear the shed will fall over. ***** employees helped me get in touch with the company advising that there was a warranty that should cover normal damage of the shed. The first person I spoke to at the company refused to help me and told me I had to call ***** back to get any help. I then had to call back telling and that person told me the only thing the warranty covered was rust. When I told them ***** informed me of the warranty policies to cover normal damage only then did they agree to work with me. I provided pictures per their requests it took them weeks to get me in touch with the warranty department only for them to tell me that the shed is basically not rated to handle any type of weather and the best they can do is offer a discount to buy replacement parts which given the warranty and the quality we feel is not acceptable as we will be buying replacement parts the rest of the time we have the shed. We are now having to purchase our own materials to build a new shed.

  

  Business response

  04/23/2024

  Hello *********,
  

  We are very sorry you feel this way! Please know that our warranty department does work hard to treat every claim fairly and consistently, which is why they did not approve your claim due to it being an (Act of Nature) and acts of nature are not cover under the manufacturer's warranty. Please understand that we cannot provide a refund for products purchased through third parties (retail stores) because we have not collected any funds directly. Lastly, we do offer live load rated shelters that are more suitable for your specific needs. For assistance in your search, please feel free to call us on ###-###-####.
  

  Thank you for your understanding. 
  

  ***** *****. 

  Customer response

  04/23/2024

  
  Complaint: ********
  
  I am rejecting this response because:
  
  Sincerely,
  
  ********* ******

• Initial Complaint

  03/01/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I made online purchase in 1/2024 & upon delivery of item, I contacted customer service via email to request what I believed was missing hardware. They responded by sending a second item but no hardware. At that point I dropped the matter. Several weeks later, I received 2 unsolicited orders from this company for items I did not order and did not want. I contacted the company via phone and was instructed to keep or dispose of 1 item and leave 2nd item at door front for pick up. The 2nd item was picked up as promised. After a couple of weeks went by, a ***** delivery of the box containing the returned item was attempted but refused by me. Days later, a duplicate item was delivered matching the first item referenced above. I contacted company via phone and again was instructed to keep or dispose of item. Today I received the duplicate item for a 3rd time. I am utterly stymied by this business practice and will contact this state’s Attorney General’s consumer advocacy agency and the ******** ********* ********** ****** to file complaints if this company attempts to bill me for any of the erroneous shipments

  

  Business response

  03/01/2024

  Hello *******,

  We are sorry to hear about your frustration. Our records show that we sent out two orders to you, the one order you paid for, and the replacement order we sent free of charge. Please note that you were not charged for the replacement order we shipped. Lastly, the Shade sail only includes the rope. One can obtain the Hardware at a local hardware store. You will need the Hardware mounting kit. The kit should consist of (Turnbuckle, drop-in anchor, eye bolt, washers, hex nuts, and wire rope clips). This information is listed in the instruction manual. If you have any questions or wish to discuss this in more detail, please feel free to contact us at ###-###-####.

  Again, we do apologize for the inconvenience, and you won't and have not been charge for the additional shipments.  

  Thank you, 

  ShelterLogic. 

• Initial Complaint

  02/27/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased a replacement cover for my Garage in a box, less than 8 months a mild storm came through and poked holes in my cover. I reached out to ShelterLogic and they said it wasn't covered by a warranty because they don't cover any weather damage. I sent them a video showing them that the fabric had weakened to the point that I can easily poke a hole through the cover with my finger, which should be covered by their workmanship warranty, they denied it. I am extremely disappointed with this company not standing behind their products.

  

  Business response

  03/01/2024

  Hello ****,

  Your replacement cover-kit request has been approved. We would like to offer you the option to upgrade to a heavier grade PVC cover-kit for the cost difference + shipping. If you do not wish to upgrade, we will ship out the standard cover kit free of charge. Please note that the standard cover kit in Grey is currently not available. We will send the replacement standard cover kit in Green instead. We do apologize for the inconvenience.

  Here’s the breakdown:
  
  14.5 0z HD Poly-Vinyl - Green, Grey, Tan, White 
   Life expectancy: 10 years
  Warranty: 10-year limited pro-rated warranty on cover only, 3-years on the doors.
  Standard CVR-kit cost is $259.99 – HDY CVR-kit cost is $779.99 = YOUR COST $520 & TAX + $96.08 (SHIPPING).
  
  21.5 0z Ultra Duty Poly-Vinyl- Green or White ONLY 
  Life expectancy: 15 years
  Warranty: 15-years limited pro-rated warranty on cover only, 3-years on the doors.  
  Standard CVR-kit cost is $259.99 – Ultra CVR-kit cost is $1,089.99 = YOUR COST $830 & TAX + $116.73 (SHIPPING).
  
  Please confirm which option you’d like to go with. Also, the package will be shipped to the same address on file to ******* ***

  
  Thank you

• Initial Complaint

  01/29/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased a 10x20 domed Shelter Logic shelter in Fall of 2022. This summer I noticed the tarp was quickly disintegrating in the sun. Now tares are appearing and it likely will tear through putting my boat in storage at risk. This is very poor quality fabric that appears to have absolutely no sun protection in the fabric. I would advise anyone considering the purchase to find alternatives that will last more than 18 months . Very shoddy material and unethical business practice.

  

  Business response

  01/30/2024

  Hello ****, 

  We are awfully sorry to see that you are unhappy with your cover. Please know that fabric life is affected by the application, location, and the physical elements the shelter is exposed to. If you live in an area that gets more sun exposure than most of the cover, along with exposure to other elements such as strong winds and snow (if applicable), it can also affect longevity. We do offer replacement cover kits in Standard, 14.5 oz Heavy-Duty PVC, and 21.5 oz Ultra-Duty PVC material. The heavier materials have a longer warranty and life expectancies, which might better suit your needs. Lastly, please note that we cannot provide a refund for products purchased through third parties (retail stores) because we have not collected any funds directly, and it's been over the 1-year limited Manufacturer’s warranty from your original purchase. If you wish to purchase a new replacement fabric top to your shelter in a heavier grade PVC material, we'll be happy to offer you a 20 % discount off the price + shipping as one time courtesy. Please understand we normally don't offer discounts on our custom-made heavier grade fabrics.  

  Terms & Conditions (***************)

  Please let us know if you wish to move forward with this order. If so, please confirm the model number to your shelter to quote you a price. 

  Thank you for your understanding. 

• Initial Complaint

  09/25/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Bought a 10x20 shelter. Shelter lasted less than a year. Received a replacement and it last less time than the original cover. Now you want $380.00 for another cover that won't last. This should be illegal. What a scam. Hopefully someone brings a class action law suit. I'll be the first to sign.

  

  Business response

  09/26/2023

  Hello ****, 

  We are awfully sorry to see that you are unhappy with your cover. The standard cover does include a 1-year limited warranty and if anything goes wrong within that time frame, we strongly suggest submitting a claim. Our warranty department does work hard to treat every claim fairly and consistently, which is why they did not approve your claim the second time as they had already sent out a replacement tarp under the original Warranty. Please note that there are (3) different grades of material being the 6.5 oz standard fabric, 14.5 oz Heavy-Duty, and 21.5 oz Ultra Duty material. The heavier grade canvas has longer warrantied and life expectancies, which might better suit your needs. Please know that customer satisfaction is important to us, and we want to find a resolution. As a courtesy, we want to offer you 10% off the heavier grade fabric that can most likely last you up to 10 years. 

  Please confirm the model number of your shelter to properly provide with the final cost + shipping.

  Thank you.

  Customer response

  09/27/2023

  
  Complaint: ********
  
  I am rejecting this response because:

  This is terrible response. Trying to up sell me on another cover when these covers are supposed to last atleast a year. The first cover did not last a year and the second cover lasted less than the first. This is a scam and people are being ripped off. 

  If the cover is suposed to last a year then cover the warranty. No where does it say when purchasing the product you only cover one replacment. Your company knows these covers will fail and you should be held responsible for misleading.

  
  
  Sincerely,
  
  **** *****

  

  Business response

  09/27/2023

  Hello ****, 

  We are sorry you feel this way. Unfortunately, we are not able to send you another replacement canvas as the warranty is limited to one replacement for the remainder of the 1-year limited warranty, as it’s not a lifetime warranty as stated in the instruction/owner’s manual. Please note that customer satisfaction is important to us, but we need to be fair and consistent with all our customers regarding our Warranty policy. The discount is still available if you wish to move forward in purchasing a replacement canvas for your Shelter.

  Thank you for your understanding. 

  Customer response

  09/28/2023

  
  Complaint: ********
  
  I am rejecting this response because:

  This is a scam, you're company is aware of this issue and you should be held accountable. I will take it upon my self to inform potential buyers of this product not to waste their money. I feel it's a good honest citizens duty to reach as many people as possible and let them know my situation.
  
  Sincerely,
  
  **** *****

  

  Business response

  09/28/2023

  Hello ****, 

  We understand your frustration, but as previously stated, we need to be fair and consistent with all our customers, as we will not be able to send out another replacement tarp free of charge. The discount offer is still available if you wish to upgrade the canvas to a heavier grade material that's double & triple the weight of the original standard fabric.

  If you have any questions, please feel free to call us on ###-###-####.

  Thank you for your understanding. 

• Initial Complaint

  09/25/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  ShelterLogic® RoundTop® 13 x 20 x 10 Gray Fabric Instant Carport Shelter This product is a big waste of money. I have only had this ShelterLogic® RoundTop® 13 x 20 x 10 Gray Fabric Instant Carport Shelter for 1 year and the tarp on it has torn at the seem line straight down the top center. This is the 2nd time I bought one, the first one was about 10 years ago and the tarp is still in one peice and I was happy with the first one so i bought another and paid close to $700.00 for it. The 2nd one I only purchased a year ago and the seem just started to split and went all the way down the top center. It has been a big waste of money and I would not recommend anyone to waste their money on it.

  

  Business response

  09/25/2023

  Hello *****,
  

  We are sorry to hear your cover only lasted 1 year. Please know that fabric life is affected by the application, location, and the physical elements the shelter is exposed to. Also, all our shelters do include a 1-year limited manufacturer's warranty. To further evaluate your claim, please provide us with proof of purchase. We require valid proof of purchase to ensure that the Shelterlogic product was acquired either directly from us or an authorized seller of Shelterlogic products and to verify the date it was acquired. 
  

  Please provide us with proof of purchase. We are looking forward to hearing back from you. 
  

  Thank you.

• Initial Complaint

  07/25/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I bought 12x 14 ***** ****** ** gazebo it came with complete damaged roof filed damage report as soon as I found out. I had to pay for contractors to come in for installation and then when the boxes were opened this issue was found. I asked them I don’t want this product. They did not take the return I also insisted that if that is the case I need a different product but they didn’t agree and shipped a replacement Gazebo without my consent. They didn’t adhere to their return policy as well as they were having a worst customer service. Seems they operate from ***** ******* and not based in North America. I would like to go to consumer court and file complain for mental harassment and financial loss for paying contractor twice as well as they not complying with their own policy.

  

  Business response

  07/26/2023

  Hello ****** 

  We are sorry to hear about your negative experience. There are some points we'll like to go over first.
  The original Gazebo you purchased was the ****** ** ***** ***** Gazebo. Due to unforeseen damaged parts, the Warranty department happily replaced it for you and shipped out a new Gazebo under warranty. However, you're stating now you want a different style/model Gazebo. Unfortunately, we are unable to send you a different style model Gazebo because you originally purchased the ****** ** ******* ***** ***** ***** Gazebo, and that's the product we replaced for you. Furthermore, the first Gazebo cannot be returned because you've already started the assembly. Please note that before one starts to assemble any products of ours, we require consumers to perform a full-inventory parts list check to verify that all parts are accounted for and not damaged. Yes, the first gazebo arrived with some damaged parts, but that was rectified when we shipped out a brand-new Gazebo as a replacement. Please review our terms and conditions as we followed every step to accommodate your damaged parts. For a full refund, ShelterLogic is only able to accommodate canceled orders that have not yet been shipped to the customer and have not yet left one of our warehouses. Regarding returns, the Returned products must be in their original packaging, unused, or in sellable condition. If the product is returned in unsellable condition or unused, ShelterLogic will not issue a refund.

  ********************************************************************************************* 

  Thank you

   

  Customer response

  07/27/2023

  
  Complaint: ********
  
  I am rejecting this response because:

  I have asked for return the product before they shipped there was a clear communication done and have email proof.

  shelterlogic has asked in email clearly what they would like me to do instead of waiting for my response they just shipped the replacement product.

  I was worried about the quality of the product so if return was not the option so I asked if I can get a different product.

  I was ready to pay the difference on cost.

  if shelterlogic look what they shipped me was a complete new gazebo so there was no issue of re-selling the damaged or assembled product for them.

  it was about good customer service experience guess my mistake was not getting it from a store like Costco who had a good reputation was my mistake.

  I guess shelterlogic should have its own quality check done before shipping but seems it’s customer’s responsibility buyer’s beware philosophy !
  
  Sincerely,
  
  ***** ****

  

  Business response

  07/31/2023

  Hello *****, 
  

  We understand your frustration. Please note the Warranty department does not issue refunds or product exchanges; they're responsible for quickly remedying the issue by replacing possible damaged products or parts, so that the consumer can quickly resume the product installation, which is why the 2nd Gazebo was shipped out the same day of the email exchanged. As this is still under review, we'll like to gather more information from you. Please confirm if the 2nd Gazebo the warranty department shipped you is still in the box, without being opened or any parts taken out. You've stated you wanted a different style of Gazebo and were looking to pay the difference. What's the model number of this product you were referring to so that we can investigate that as a possible option? Lastly, has the 1st gazebo been disassembled?
  

  We are looking forward to hearing back from you.
  

  Thank you

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩