ComplaintsforShelterLogic Corp.

• Initial Complaint

  03/17/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a Shelterlogic pop up garage in late May 2021. The model was *****. This past December it collapsed when we had a snowstorm. I filed a warranty claim and was told the warranty doesn't cover things like snow and wind. I live in ** it snows a lot here. Why would they sell something that isn't rated for snow in **? And, where in the world is there not wind? Their solution was to give me 20% off a new purchase or 40% off replacement parts. Those would also not stand up to the snow. Why exactly would I want that? This sounds like a scam to me. They will sell an inferior product then when it breaks they will try to get you to give them more money. When you pay over $400 for something!

  

  Business response

  03/20/2023

  Hello Jason,

  We are sorry to hear about this! 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 covered under the manufacturer's warranty. We do recommend that any accumulated snow should always be removed from the roof, which is the responsibility of the purchaser. Furthermore, The Garage-in-a-Box® 12 ft. x 20 ft. x 8 ft model #***** is not live load rated, and it's not a permanent structure. This Garage-in-a-box is classified as a temporary structure and not recommended as a permanent structure. This information is listed in the instruction manual and on all websites. Please note we offer hundreds of different shelters with varying sizes, shapes, and strengths, that are indeed permanent and live load rated. Please understand 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 warranty. The discount the warranty department offered you is still available if you wish to move forward with a purchase or replacement parts. If you have any questions, please feel free to contact us at ###-###-####.

  Thank you for your understanding. 

• Initial Complaint

  02/17/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I placed an order for the ***** 10x17 ****** Solarium - Light Grey/Black (***********) on 03/24/2022 (Order# JZKJCDELQ) with *************** (*** ****** *** ***** ******** *****). $5,589.95 plus tax of $531.05: Total $6,121.00. Item arrived with damaged parts and I emailed customer support, Sean H***** (****************************) at SHELTERLOGIC GROUP on 4/14/2022 and provided pictures of the damage. On 5/3/2022, via email, I was informed by Sean that the parts were placed on warranty order (***** - Warranty Claim (********) ******). On 6/21/2022, I was offered damaged parts as replacements by customer support (***************************) which I declined. On 8/25/2022, after repeated email queries from me, I was informed that new parts were delayed until December 2022. On 12/6/2022, repeated email queries from me, I was informed "Part A1 is in stock but we are still waiting for part A2. We cannot confirm an official return in stock date anymore as it's been pushed back a few times already. We are hoping for an early 2023 reception in our warehouse." On 12/19/2022, while awaiting replacement parts, I notified ***** that their product failed (structure collapse): "Your product FAILED while waiting for replacement parts to complete the build. See attached photos. What remedy can you offer?" On 12/22/2022, they replied: "We are very sorry to see what has happened to your screen house. We noticed that there was still a pending order for your wall panels. Due to unforeseen circumstances, this order has not yet been shipped." However, they denied warranty coverage for the product failure. On 01/11/2023 They offered this: "I have verified with my supervisor and he has confirmed that our previous statements still hold. As an exception we are able to offer a 15% discount on the cost of replacement parts." The product failure is due to their severe delay in parts replacement and negligence in completing their warranty. I would like to request a full refund.

  

  Business response

  02/17/2023

  Hello ****, 

  We sincerely apologize for the inconvenience you experienced receiving damaged parts and waiting for replacement parts to properly assemble your Solarium. We strive to provide quality service and can assure you that this is not a common occurrence. Please note that we cannot perform a refund for products purchased through third parties because we did not collect any funds directly. However, because customer satisfaction is important to us and we want to find a resolution, we want to offer you a new Solarium, model #*********** (***** ****** 10 ft. x 17 ft. Solarium). This Solarium is as elegant as the ****** Solarium. We will love to send you a new ****** Solarium, but the product is currently out of stock. The ***** ****** 10 ft. x 17 ft. Solarium can be shipped to you at no cost. Again, we do apologize for the inconvenience, but we are not able to process a refund because the product was not purchased directly from ***** but through a third-party retailer. Please let us know if you would like us to process the order for a New ***** ****** 10'ft x 17'ft Solarium. 

  Thank you for your understanding.

  Customer response

  02/22/2023

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID 19413230, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  **** *****

• Initial Complaint

  02/14/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I bought a Gazebo in march 2022. The gazebo had a 1 year warranty. The gazebo was damaged, but the company refuses to honor their warranty. First I was told several times that I didn't have a warranty and then after proving I did have one, I was told that they don't cover acts of nature (its an outdoor canopy). Next I was told I could receive a discount of replacement parts, which was a total of almost how much I Paid. the original price was over $1,300. After doing some research, this company is known for not paying on warranty claims and have many warranty complaints filed against them.

  

  Business response

  02/15/2023

  Hello ********, 

  We are very sorry you feel this way! Please note that our warranty department does work hard to treat every claim fairly and consistently, which is why they do not approve claims that are caused by (Acts of Nature) and acts of nature are not covered under the manufacturer's warranty. However, the warranty Department did place an order for replacement parts for you on February 14th. The order number is # ********, and tracking information will be sent via email. For any future claims or if you have questions regarding your Gazebo, please contact us at ###-###-####, as our number One goal is to provide customer satisfaction.

   

  Thank you

  Customer response

  02/15/2023

  
  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.
  
  Sincerely,
  
  ******** ******

• Initial Complaint

  01/18/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Shelter logic won't honor their warranty. Their product not rated for wind or snow so naturally 3 months after I purchase it collapsed , they won't give me a refund but offer a replacement at 40 percent off knowing it will collapse when it snow aging , I would like someone to evaluate their metal I'm sure whatever gauge they claiming I false

  

  Business response

  01/24/2023

  Hello ****, 

  We are very sorry you feel this way! Please note that our warranty department does work hard to treat every claim fairly and consistently, which is why we 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. We do recommend that any accumulated snow should always be removed off the roof, which is the responsibility of the purchaser. Please understand that we cannot provide a refund for products purchased through third parties (retail stores) because we have not collected any funds directly. We apologize that you are not satisfied with the solution provided but we have handled this as reasonably possible by offering a replacement unit that is indeed live load rated that can withstand snow and high wind when installed and anchored correctly. If you wish to continue to discuss this in more detail, please do not hesitate to contact us at ###-###-####.

  Thank you

• Initial Complaint

  01/11/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Purchased March 2022. (12 ft. x 20 ft. x 8 ft. ********* ****** Garage-in-a-Box RoundTop, *****) Installed as per manufacturer guidelines. Under normal use and normal weather conditions the cover deterioration resulted in thining of the cover resulting in tears. This canopy has not seen any severe weather. I filed a warranty claim with company and was advised they don't cover "acts of nature". An act of nature to me is not sunny days but rather an abnormal weather situation ie. Tornado, hurricane, hail etc. Shelter logics warranty claims they cover rips tears etc from manufacturer defects. If the cover does not support one years use due to normal UV rays in ******** ******** to me that's a manufacturer defect. The only resolution I will accept is the honoring of stated warranty and replacement of the cover.

  

  Business response

  01/12/2023

  Hello ****, 

  Thank you for reaching out to us! We are very sorry to hear about this! After carefully reviewing your claim, the warranty has been approved for a replacement COVER KIT to the ROUND GIB MODEL # ***** 12X20X8 GREEN. The order will ship out in approximately 10 to 14 business days. Once the order ships, you'll receive tracking information via email. Again, we do apologize for the inconvenience. If you have any questions, please contact us at ###-###-####.

  Thank you

  Customer response

  01/17/2023

  
  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.
  
  Sincerely,
  
  **** ******

• Initial Complaint

  12/23/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I paid $741 dollars through fingerhut for a 10x20 portable shelter. The first minor windstorm flipped it over and tore the metal poles used to build it.these were winds less than 25mph. The company replaced the unit. The next windstorm had wins over 40 mph and even though I added cement blocks to 2 of the corners it was flipped over again. The manual states that we should remove the cover if expecting windy conditions. How does that protect your property if the winds are part of a hurricane with torrential rainfall? This is cheap garbage and this company should not be able to scam the buyer in such a fashion. The wind warnings are in the owners manual which you don't get until after your purchase. I demand a full refund

  

  Business response

  12/27/2022

  Hello ****, 

  We are sorry to hear about this! It seems we already replaced the first shelter as a courtesy, although 'Acts of Nature' are not covered under our warranty policy. Yes, the manual does state that it is recommended to remove the cover as it's a generic statement that applies to all temporary shelters. The manual also states that the unit you purchased is a temporary structure that is not live load rated, and we recommend anchoring the shelter and removing any accumulated snow off the structure (if applicable).

  
  Please note that we offer hundreds of different shelters with varying sizes, shapes, and strengths that are permanent and live load rated. If you desire a live load-rated shelter that can withstand high winds and snow loads, please contact us to discuss your options in more detail at **************. As for a refund, we recommend contacting Fingerhut directly, as we cannot perform a refund for sheds purchased through third parties because we have not collected any funds from you. 
  
  Thank you for your understanding on this matter. 

• Initial Complaint

  12/16/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Let me preface this by saying I never intended to contact the BBB but I feel my circumstances justify it. I purchased (2) 10x20x8 car shelters from Shelterlogic online in May 2022 for over $3K incl shipping & tax. I did not assemble them until Nov 2022 as I needed to prepare the location for installation. After assembling one of the units, it was apparent that my vehicles would not fit inside the narrow opening due to the design of the framing. After taking some photos inside & out, I disassembled the unit 4 days later. Re-packed it back in it's original boxes ready for return / resale. My initial thought was that the company had shipped me the wrong size units (8 foot wide and not 10 foot wide). My first contact with Shelterlogic's Customer Service was by phone in the beginning of November. During the span of a months time I had been in contact with 3 different service reps, explaining my situation and providing photos to each one. They all assured me that they would remedy my situation. While speaking with the 3rd rep, I was told I would be contacted by their Customer Service Manager directly, which never happened. Just an email of denial from the last rep saying she had spoke to the manager herself. After further investigation on my part (researched the spec sheet on their website) I realized that Shelterlogic DID in fact ship me the correct size units. But because I was passed the 30 day return policy they would not honor my request. I felt that knowing my unique situation and that the products were still sellable as new they would make an exception. I even proposed a solution where I would purchase another product from them with the money I originally spent (after approving my return), this way they still get their sale and I get a product that I can use. They denied my proposal stating that after a 30% re-stocking fee and return shipping it would be too costly. They suggested that I try to sell it privately knowing that I would suffer a loss monetarily.

  

  Business response

  12/27/2022

  Hello ****,

  Thank you for contacting us, and we are sorry to hear about your troubles. After carefully reviewing your case, we cannot offer an exchange of the product due to it being outside the 30 days return policy. Product Returns Policy states: orders can be returned to ShelterLogic within 30 days of purchase. After 30 days, items are not eligible for returns. Please note that all freight charges will be the responsibility of the customer, and return freight must be prepaid. Returned products must be in the original packaging, unused, and in-sellable condition. If the product is returned in unsellable condition, ShelterLogic will not issue a refund.

  Please note that we shipped out the correct shelter you purchased online, the 10X20X8 Round, Heavy Duty Tan shelters. The order was placed on May 26th and shipped on June 1st of 2022. The purchase date is beyond our 30 days return policy, and you’d have already attempted to install the product. Our return policy is firm, and it is there to treat every customer fairly and consistently, which is why we cannot approve an exchange or refund. As the product cannot be returned or exchanged, we recommend attempting to sell the product privately, as we uphold our return policies with all our customers.
  

  We appreciate your understanding on this matter.

  Thank you.

  Customer response

  12/30/2022

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and they now have an un-satisfied customer and my reviews will reflect that! 
  
  * **** ******

• Initial Complaint

  11/22/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Good Day, I need to file a complaint with the quality of the product. That caused me a lot of headache. Accident and issue occurred on November 20th at about 11 am Product was purchased at ******** **** Store. Was assembled within few weeks before first snowfall. Product was anchored and secured as per manual. During heavy wind, anchoring cables were ripped (anchors stayed in the ground) and shed flew off the ground. 1. Top portion (biggest panel) of the garage was ripped along the top pipe. It was tightened as per instructions. It was damaged along pipes. Panel are not strong if they rip right in the center. 2. Cables are not strong if they rip and cause garage to become not anchored. 3. End pipes at each corner should have rubber plug to prevent potential damage in such situation. 4. Due to metal corner pipes not having protection on ends it caused scratches and damage to vehicle parked inside. 5. To ensure protection from wind garage was parked behind the house. I have taken pictures showing issues and damages.

  

  Business response

  11/29/2022

  Hello Daniel, 

  We are sorry to hear about this! Please note that the Shelter you purchased through ******** **** is Not live load rated, and it states in the instruction manual that it's a temporary structure, as we recommend anchoring the Shelter with additional anchors. The anchor stakes included with the shelter are temporary anchors, and anchors suitable to your terrain should be purchased as a more permanent solution; we advise one anchor per leg. Please understand that 'Acts of Nature' are not covered under the warranty, and if you desire a refund, we recommend contacting ******** **** directly, as we cannot perform a refund for sheds purchased through third parties because we have not collected any funds directly. If you would like to discuss this in more detail, please feel free to contact us at ###-###-####.

   

  Thank you

• Initial Complaint

  11/02/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  On 10/27/22 I ordered a replacement cover kit kit for ShelterLogic garage in a box. I followed the instructions on the website and went and found the replacement order number on the canopy then put it into the provided box on the website. It came back with no exact match found but suggested the kit that I bought. When it came I figured out very quickly that it didn’t fit and immediately called the company. After some back and forth they were able to find the right one. The issue is shipping, I paid $45 shipping to have the wrong one sent, the one that their website told me to get with a part number. Now they want me to pay $99 to ship it back (best I could find, no discounts for me) and another $45 to send the correct one. That is basically $190 in shipping for a $225 canopy. The worst part is it was their website and their process that sent me the wrong part.

  

  Business response

  11/02/2022

  Hello *****, 

  We are sorry to hear about your frustration and apologize for any website malfunction you may have encountered. We will ship the correct replacement cover kit at no cost as a courtesy on our end, and you do not need to ship back the original purchase you made on our website. You can either keep or discard the cover kit, as we do not require it to be returned. The replacement COVER KIT ROUND GIB 12X20X8 GREEN will be shipped out in the next 2 to 3 business days. You’ll receive tracking information via email once the order is in transit.  The order number is #*******. If you have any questions concerning your order, please contact us at ***************
  

  Thank you for choosing ShelterLogic!

  Customer response

  11/02/2022

  
  Better Business Bureau:
  
  I wish we didn’t have to bring it to the BBB level but thank you for making it right. I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***** *******

• Initial Complaint

  10/26/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I bought this shelterlogic 12x24x10 RD style shed on May10,2018 and installed within a week,on a wooden base.When i started assembly i found a broken door panel zipper.I called Customer service and they sent me a complete replacement kit.I only replaced the damaged door panel and stored the rest in my heated basement. In the winter of 2020 (feb) i noticed a big rip in the top of the tarp so i bought a flat tarp from ******** **** at$50.to cover it for the rest of the winter.I called Customer service to complain that it only lasted 2 years which i found very unusual because i had the previous shelter (shelterlogic)(peak style) and it had lasted 7 years.I replaced the tarp with one i had stored in May 2021 and just recently noticed that it has 5 holes in the top.(17 months )later.I called customer service and they said the only could give me a new replacement at a 10 percent discount.They said the brown tarps are usually covered for 2 years but they have to go back to the original purchase date of May/2018.I argued that whether it is warranted or not it should not wear out that fast.They indicated that it is because it is made of Polyethylene and they have a better one that is made of Fiber and is 14 ounce instead of 7.5 ounce which i have now, at triple the price and warranted for 10 years(pro rated).I said i would be willing to take the better one if they could deduct the price of the direct replacement one but they said they could only give me a 10 percent discount.I don't understand how they can advertise these as wind and snow rated.They certainly don't last as long as before and supposedly the same material. I hope this explains my complaint. ***** *******

  

  Business response

  10/27/2022

  Hello *****,
  

  We are sorry to see that you are unhappy with your cover. Please know that fabric life is affected by the application, location, and physical elements the shelter is exposed to. Customer satisfaction is important to us, and we want to help resolve your issue. One of our customer service representatives will be reaching out via email so that we can gather more information and offer the best solution we possibly can.
  

  We are looking forward to assisting you!

  Customer response

  10/27/2022

  
  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.
  
  Sincerely,
  
  ***** ******

*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. ↩