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Complaint Details
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Initial Complaint
10/20/2022
- Complaint Type:
- Product Issues
- Status:
- Answered
I purchased a shelter logic garage in a box, what was purchased was a 16x40x16, what was in the box was a 14x40x16. I have tried several times to deal with the company and keep getting the run around. Stretch the legs wider it'll be 16 feet then.... 16x40x16 and 14x40x16 are the same item just Stretch the legs wider. I even asked if I could fit 2 vehicles side by side and was told yes. I feel the product i purchased was misrepresented and I was lied to about its capacity to hold vehicles.
Business response
10/20/2022
Hello Roger,
We are sorry to hear about your frustration. Our records shows that one of our representatives had already placed an order for a new shelter for you. The new shelter arrived yesterday morning in ******. If you need any assistance with the assembly, please do not hesitate to reach out to us. We are available for assembly support 7-days a week at ###-###-####.
Thank you for choosing ShelterLogic.
Initial Complaint
10/20/2022
- Complaint Type:
- Delivery Issues
- Status:
- Resolved
Hi , I purchased a picnic table shelter on September 2 /22 and it has not arrived as of yet. My order # is ******** . I emailed Christina twice and have not received a reply as to where it is. I would track it myself but was never given the information to do so. Can some one other than Christina get back to me with the statis as she must be very busy. (###-###-####) Thanks **** ******Business response
10/20/2022
Hello ****,
We do apologize for the delay. The order has not shipped yet due to the item not being available at that current warehouse. Please note we’ve arranged for the item to be replenished and shipped through our other warehouse. Again, we do apologize for the inconvenience. Once the order ships, we will most certainly provide you with a tracking number. Thank you for your patience and understanding. If you have any other questions, please feel free to contact us at ###-###-####.
Thank you for choosing ShelterLogic.
Customer response
10/21/2022
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,
**** ******Initial Complaint
09/19/2022
- Complaint Type:
- Product Issues
- Status:
- Answered
this expensive car port needed assembly. out of the box, several parts are missing, some other parts arrived more than needed and one bos that contained gutters arrived totally damaged to where they cannot be used. while assembling over the weekend, we cannot contact customer service until Monday ( they are closed during the weekend) The customer service rep was friendly and apologized and promised to send replacement for the missing parts as well as the missing parts. we even received a zero dollar invoice. three weeks have gone by; the lady doesnt not respond emails, we still dont have parts, we have an unfinished car port sitting. By now, is buyers remorse, the car port is flimsy, half way assembled. if we could return it , we would, rather than hoping for the missing parts that still havent arrived.Business response
10/12/2022
We are extremely sorry for the carrier's delays in your shipment. Your package was shipped with **** and, unfortunately, they had some major system issues which caused delays. It is very important that we provide prompt service and this should not happen. You package is on it's way to you and can be tracked at ***********************************************************************************.Initial Complaint
09/01/2022
- Complaint Type:
- Product Issues
- Status:
- Answered
august 2022 my shelter logic "garage in a box" had ripped, ive contacted shelter logic serveral times to get the warranty. The customer service keeps giving me the run around and avoid making the warranty claim!Business response
09/13/2022
We are very sorry to hear that your cover ripped and you are not satisfied with our service. We want to provide quality products and excellent service every time you contact us. We will be looking into this and will take corrective action, where needed.
We did place an order on September 1st for a new cover kit under warranty. It was shipped to you and we see it was delivered on September 6th. We certainly hope you are satisfied with this solution. Thank you for your valuable feedback and choosing ShelterLogic brand products. Please reach out to us if you have any other questions or concerns.
Initial Complaint
08/02/2022
- Complaint Type:
- Product Issues
- Status:
- Resolved
I bought the 13 x 20 x12 shelter logic garage and within the assembly several of the pieces were mis aligned. Had to have my neighbour help to twist and align them. Made a return with ****** with no reply. Spoke with shelter logic and they told me to go through ****** with no reply. Finally for it set up and after just over a year all the seams come apart. Now sitting with a useless garage Shelter logic again tole me to contact ******. After raising the issue with shelter logic. They said it’s over a year and could not help, ****** does not show me ever order it. I feel i was delivered a defective product from the start and would like to have held to task. I will never deal with this company againBusiness response
08/22/2022
We are sorry to hear about the issues you experienced with your shelter. It very important to us that you are satisfied with our products and service and we want to make this right. Based on the review of your phone call to us on July 31st, we were unable to determine what shelter you had purchased and the warranty period will vary depending on the shelter fabric. You had explained you would call us back with more details.
So that we can provide you a resolution, a representative will be reaching out to you shortly to gather more information. We want to make this right for you so you are happy with our service and your shelter. Thank you for being our valued customer.
Customer response
08/25/2022
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,
***** ********Initial Complaint
06/27/2022
- Complaint Type:
- Product Issues
- Status:
- Answered
I bought this canopies and follow al the rules on assembly. Yesterday it was windy and this canopies blowed like it was a hurricane damaging three cars. I have a video that can be send to the company It was a complete disaster with covered cars. This is a terrible experience with Shelter Logic. I want my money to be return and extra money for the damagesBusiness response
07/07/2022
We are very sorry to hear that you had a windstorm and your canopies blew into your vehicles. As we discussed on the phone, we can not control acts of nature as you can't either. This is not something that would be covered under our manufacturer's warranty. But we want to see you satisfied with our service and products. Therefore, we will be waiting for all the photos and videos so we can discuss a resolution.
Initial Complaint
05/23/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I have tried to have the product replaced under the warranty terms. The website clearly states, "bonded with thermoset premium powder-coated finish prevents chipping, peeling, rust and corrosion." The pipes are starting to rust at every connection point as well as every pipe. The contact person at the company LIED in the very first email and tried to tell me to paint it. I have tried to tell him that it is every pipe and connector but he insist that I take it apart to get part numbers for everything. He is just wasting time and I do not appreciate it. The first unit warranty expires in July 2022 and the other in November 2022. The stall tactics and playing of games is absurd and not needed.Business response
06/06/2022
We are sorry you aren't happy with our warranty decision. Please know that we would pride ourselves in providing ethical service and would never intentionally lie to you or any customer. We stand behind our service and products and, as a good will gesture, have provided you with replacement shelters. These were shipped to you and delivered on May 26, 2022.
Keep in mind, many factors impact the life expectancy of your frame and covers. These factors include, use, maintenance and weather. Please know that we value you as a customer and hope you are satisfied with the outcome.
Initial Complaint
05/03/2022
- Complaint Type:
- Delivery Issues
- Status:
- Answered
Ordered and paid $200 for a picnic table canopy we were told was in stock. We ordered on the 20th of april 2022 and were told it would be here on the 25th. It was not. We called and they said it was a mistake and would be expedited and arrive next week. It did not. Called today on May2nd and was told the same thing all over again. They took our hard earned money and are running us around. Plus still charging for the shipping they never did. We have read many other complaints about this company and it seems this is how they operate. We just want what we ordered less the shipping cost they never provided. Still no tracking number. Avoid these scammers.Business response
05/17/2022
We are very sorry for this unanticipated shipping delay in your order being delivered to you. Please know that it's critical to us that we operate with the utmost integrity and we would never intentionally take your money and not ship your product. We placed your original order and payment on April 20th. On April 21st we boxed and labeled your canopy and it was placed on the *** truck. Unfortunately, we don't have any other tracking status for that order and we are very sorry for this unexpected shipping error.
We did reship another canopy to you on May 3rd and show it was delivered to you on May 5th per the *** tracking status attached.
Because we value you as a customer and your product was delayed, we have processed a refund of the shipping cost: $33.31. Please allow 7 days for the bank processing of this refund.
Thank you for being our customer and we apologize for the inconvenience you experienced.
Customer response
05/22/2022
Complaint: ********
I am rejecting this response because: They lied to us several times over the phone about product being shipped and had we not told them about filing the complaint with the BBB, I am certain they would have just kept our money. Had they been honest in the beginning, this would not have been an issue. However, reading complaints about this company, it seems this is how they operate. I hope this complaint deters others from experiencing the same lies and hassles we have. This company is untrustworthy and should be investigated for how they operate.
Sincerely,
***** ****Initial Complaint
04/21/2022
- Complaint Type:
- Product Issues
- Status:
- Answered
Last April I purchased a Shelter Logic 12x12x8 gray model #***** and when I opened it, there was a tear in the fabric. The part # is ********. I called customer service and was instructed to send all the info and receipt via email. I was also told the part wasn't in stock and they would send out a replacement as soon as possible. Further, the representative tried multiple times to ***ell me on a heavy duty cover at nearly the same price as what I already spent on the brand new product. I received an email back stating that after reviewing my photos, it was definitely a warranty issue. They again tried to ***ell me a higher priced product claiming the part I needed "I am out of stock and do not know when I will get them back in." Their standard cover kit "unsure when they will be in stock." "Heavy Duty cover kit"..."******" after taking off what I already spent. It has been a year with no resolution and no remedy to what they admitted is a warranty problem. Additionally, the door panel and roof panels all are falling apart. I have had to tape/repair all of it in less than a year. I have an older 8x8x8 model that I got used that doesn't have these quality issues. Overall I am immensely disappointed and can't believe that in a year they haven't had a replacement or better solution. At minimum they should replace the covers under warranty. Ideally, for the inconvenience they would upgrade the affected panels.Business response
05/12/2022
We are very sorry that you had to wait so long for a replacement cover and that prompted you to file this complaint. Please know that we are doing our very best to have the products in stock that you and all our customers need. Unfortunately, there are still supply chain issues. But, we want you to be happy and be able to use your shelter. We will be sending you a Heavy Duty replacement cover in hopes this restores your faith in our product and services. This cover will be manufactured for you and ship out by the end of next week.
Thank you for being a repeat customer and we truly apologize for the inconvenience.
Customer response
05/13/2022
Complaint: ********
I am rejecting this response because I just need 1 clarification. The voicemail I received yesterday stated I would be receiving a heavy duty kit (she said kit 2x) as a way of apologizing for the 1 year wait. This email response states it is a cover. I just want to know what the difference between kit and cover is and understand what I am expecting to receive so that I may prepare my setup and figure out if it will resolve the issue of the originally damaged piece from shipping and the fact that ALL of the panels have since been completely falling apart over the last year (within the warranty period).
Sincerely,
***** *******Business response
05/13/2022
We apologize for the confusion. We are shipping out a new Heavy Duty cover kit to you. We expedited manufacturing of this order for you and it will be shipped today via ***.
Once again, sorry for the confusion and please reach out if you have any other questions or concerns.
Initial Complaint
11/29/2021
- Complaint Type:
- Delivery Issues
- Status:
- Answered
Purchase back in August it was shipped 10/19/21, never received. Shipping company lost it, company told me that they would ship me a new one a few days ago now they are saying they no longer can make me order, I've lost money on this even if they issue me a refund. They are expecting me to get the short end of the stick. This is absolutely unacceptable customer's should never get shafted. They should find a way to make this right.Business response
12/13/2021
We are very sorry for the unexpected issues you had with your order. Thank you for giving us the opportunity to make this situation right for you.
It's very unfortunate that your shelter was lost in transit and your shipment was not located. As discussed, we made every effort to have the shipping company locate your missing boxes. We would have shipped you a new, replacement shelter but, due to supply chain issues, we don't have the parts available. We sincerely apologize for this inconvenience and, as compensation, we did ship out a product to you free of charge.
Please know that you are very important to us and if you have any other questions or concerns, please let us know. Thank you for very much for being our customer and we wish you happy holidays.
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Get a QuoteCustomer Complaints Summary
61 total complaints in the last 3 years.
14 complaints closed in the last 12 months.