ComplaintsforSuncast Corp

• Initial Complaint

  07/17/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I received a defective product and had to make modifications to it to make it useable. When I contacted the company to ask for the defective part to be replaced they refused my request. I simply want a functioning part.

  

  Business response

  07/30/2024

  As explained in our previous communication, we are unable to proceed with the request for a new unit because the shed has been modified. Per our limited warranty, any modifications to the unit void the warranty. In your case, modifications were made to the shed before you contacted us with your concerns. Due to these modifications, we are unable to proceed with further assistance at this time.

  Customer response

  07/30/2024

   
  Complaint: 22005873
  
  I am rejecting this response because: the modification had to be made because the product was defective. 
  
  Sincerely,
  
  ***************************

  

  Business response

  08/01/2024

  ******, with all due respect, it is evident that the unit has been modified with additional hardware, including wood and metal hinges, which are not part of the original design. As per the warranty, any modifications void the warranty. Any concerns should be reported to the manufacturer.

  Customer response

  08/01/2024

   
  Complaint: 22005873
  
  I am rejecting this response because: as Ive said before- the notifications had to be made because the roof sent to me was defective. The roof is the last item to be assembled. I set this up at a rental unit I own. I needed the shed for storage and it is outside. If I couldnt close the shed- it would be pointless. I dont live where the shed is located so I was only there to assemble it. I really dont care about the warranty- you should be willing to replace a part that you didn't manufacture correctly in the first place. Send me a new roof and say the warranty is void. Id be satisfied with that. 
  
  Sincerely,
  
  ***************************

• Initial Complaint

  07/17/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Hi I ordered a new shed, and had it installed professionally, it seems the shed had roof and walls issues that the roof and wall edge was not fitting flush as intended. I did send it pictures as requested the shed base is level which I also sent in pictures as proof.There are very large gaps all around the roof edges which some are 1/2 inch and can see daylight from inside the shed. Which in turn frogs , lizards and other insects are getting in the shed daily. Suncast did email back with an answer that sheds are made that way with large gaps??? Which is an unacceptable answer. I did report that there was a leak which turned out that a skylight (illumivent) was leaking , suncast sent me the incorrect part, and want to charge me for their mistake. Suncast want me to fill the 1/2 gaps with caulking , the shed does have a 10 year warranty which after only a month , they are making excuses not to honor the warranty.I would really like to be using my shed for the storage purposes I bought the shed for.

  

  Business response

  07/30/2024

  On July 13th, we provided the customer with a new door as a one-time complimentary replacement after explaining that your warranty had been voided due to modifications made to the unit. We understand your concerns about the gaps in the roof and walls and the subsequent issues with insects and leaks. Please note that our units are designed to be weather-resistant, not weatherproof, meaning they are not airtight. This design allows for ventilation and helps prevent moisture buildup, which can cause other issues.
  

  Customer response

  07/30/2024

   
  Complaint: 22001923
  
  I am rejecting this response because:

  i Have NOT made any modifications to the new shed, I ask you to replace the door as it was badly warped when the shed arrived, and I took pictures as you suggested the shed was NOT level, the shed is relatively New and already your given excuses to worm out of the warranty, its unacceptable that the gaps are intentionally made . You make the sheds with vents in the headers to allow ventilation and You also supplied Mesh to those vents to prevent insects from getting in. Seriously I have the email that someone in your support department told me to fill those gaps in with caulking as I took pictures those gaps are large and some 1/2 in places. 
  As I have mentioned many times this shed has issues that the roof does not fit flush to the walls of the shed, I have not been able to use this shed to store anything in as when it rains , rain gets in. This shed is Not even 2 months old , and I am very dissatisfied with your customer support and find this a very negative experience. 

  Sincerely,
  
  ***********************

  

  Business response

  08/01/2024

  Once again ****, with all due respect on (correction: as I previously stated July by mistake) June 13th, we provided you with a one time courtesy replacement door that shipped via **** Can you please confirm the receipt of such order?

  Customer response

  08/01/2024

   
  Complaint: 22001923
  
  I am rejecting this response because:

  Hi as there were several issues with this new shed I purchased, I called and even emailed on several occasions to ask about support for solving the Roof/walls not correctly fitting flush, your company was very eager to jump to conclusions that the shed wasnt level. 
  I have attached all pictures. I had the shed installed by professionals as I am 66 years old and have an Herniated disc I explained I purchased this shed for somewhere to store items, I also explained the rain was getting in and all sorts of insects and frogs and lizards.
  i feel like I have wasted almost $1800 on purchasing the shed/ and having it installed and not having any benefits of being able to use it for its intended use. I would atleast like some sort of compensation, I mentioned I went to ********** to look at there suncast sheds and noway they were like the one I have, walls and roof were flush. Of course they would be as its a selling point, and I can assure you their sheds were Free from Caulking, please dont give me the excuse sheds are purposely made with large gaps!
  telling me to go out and buy caulking is not going to solve anything.

  just do the right thing like the warranty you are supposed to be supporting, its written on your website. Thank you l.

  
  Sincerely,
  
  ***********************

• Initial Complaint

  06/27/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have 2 Suncast hose reels, model number SMT212WJ which I purchased from lowes and they are now leaking from the leader hoses, in tubes, and out tubes. I contacted suncast to get replacement parts because there is a lifetime warranty on the hose reels and they asked me to send them pictures of the issues and picture of the receipt which i did, and they denied the warranty claim number ****** and are saying that these issues are not covered under warranty, but they have sent me parts for these exact issues before. What is the point of a lifetime warranty if you are not going to honor it? I would like suncast to send me replacement parts for my 2 hose reels which are: 2 leader hoses, 2 in tubes, and 2 out tubes.

  

  Business response

  07/05/2024

  Firstly, none of the Suncast units come with a lifetime warranty. The issues you are experiencing with your hose reels, such as leaks from the leader hoses, in tubes, and out tubes, are typically a result of normal wear and tear rather than a manufacturing defect. In your case, while we agreed to send a replacement leader **** at no charge, the shipping cost would need to be covered by you. Unfortunately, you declined this offer.

• Initial Complaint

  06/24/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Purchased a Suncast hose reel (Mfr. Model SWA100) and it is missing parts and is malfunctioning. Have been trying to call numerous times and the recording saying to call back there is no one available at this time to take my call.

  

  Business response

  06/25/2024

  Thank you for reaching out regarding the issues with your Suncast hose reel (Model SWA100). We apologize for the inconvenience youve experienced with the missing parts and malfunctioning unit, as well as the difficulties you've had in reaching us by phone.

  To submit a claim for the missing parts and any malfunctioning issues, please visit our website at ************************************************************** . Alternatively, you can contact us at **************. We understand your frustration and are committed to resolving this matter promptly.

• Initial Complaint

  06/13/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I bought a garden hose reel from Lowes last November. It said use 5/8 inch hose and that is what I did. The spool broke in half in normal use. It is under warranty. I sent in everything they asked- pictures, the hose I used, the receipt. They said that since I used a contractor hose as opposed to standard (whatever that means) they will not service the warranty. I would like a replacement of the hose reel or of the broken part to see if I can fix it. Here was their email response:Good evening ****,Thank you for contacting Suncast regarding your SMT200WDJ. Upon review of the information provided, the damage shown is not a manufacturing defect. It was caused by the garden hose you are using, we advise to use a 5/8 standard vinyl garden hose which is what has been tested with our products. Im sorry to inform you that our limited warranty only covers defects in materials and workmanship at the time of manufacturing using a different hose than what we recommend will void the units warranty.I understand that this may be disappointing news, but it is important to note that Suncast takes the quality of our products seriously and wants to ensure that they are assembled and used correctly for optimal performance and safety. In some cases, replacement parts are necessary to correct the concern, and I can also provide you with pricing and availability of the needed parts if you would like me to do so.Suncast values you as a customer, , and appreciates your understanding in our warranty policy. If you have any further questions or concerns, please do not hesitate to reach out.To review the full terms and conditions of our warranty, please visit our website, www.Suncast.com.Sincerely,Suncast ************* Team

  

  Business response

  06/25/2024

  Per Suncast's limited warranty policy, the use of a standard duty 5/8 inch vinyl hose is required to maintain the validity of the warranty. Unfortunately, using any variation, such as a contractor hose, does void the warranty.
  While we acknowledge that you used a 5/8 inch hose as instructed, the specific type of hosecontractor versus standard dutyis a critical factor in ensuring the proper functionality and durability of the reel. This distinction is important because different hose types exert varying levels of stress on the reel mechanism. We regret that, due to the use of a contractor hose, we are unable to honor the warranty in this instance. We recommend always adhering to the specific requirements outlined in the product's manual to avoid such issues in the future.

• Initial Complaint

  06/07/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Bought a deck box from BJs wholesale club that was the Suncast brand on April 10th, 2024. It was assembled approximately 3 weeks ago. The back right hinge of the deck box has broken. I called the warranty department was told to send in pictures along with the receipt. I emailed both the receipt as well as pictures of the broken hinge. I was told they could tell it was not a defecthow they could tell that I have no idea. I was offered a free replacement lid if I paired for shipping which they told me would be 244 and some change. The original cost of the deck box was ******. I was told beyond that they would not help me. I would like a fill refund as they are unwilling to just send me the part that I need on an item that has been used for less than three weeks.

  

  Business response

  06/25/2024

  Thank you for contacting us regarding your recent issue.Per our limited warranty policy, we will supply replacement parts for any damage on arrival or manufacturing defects. In your case, we have already taken steps to address the issue.Order ******* was placed on 06/22 for a replacement panel. You should receive the new panel soon, and we hope this resolves the problem to your satisfaction.
  

  Customer response

  06/26/2024

   
  Complaint: 21818777
  
  I am rejecting this response because:
    You are taking about a different order entirely. I am talking about and provided receipts and pictures from an order placed a BJs warehouse. You are referring to an order to replace the order placed to replace the deck box in which you refused to replace the parts (the BJs order) The second box was order from ********** was an entirely different style a 200 gallon one, which also came with teo defective parts that you did agree to replace. However this complaint, recipient and pictures are from 129 gallon deck box with a bench again purchased from BJs. So you are talking about an entirely different order and not this one. I can provide receipts from the ********** order of the 200 gallon deck box in the color stone, which is not this bench 129 gallon deck box from BJs in which you refused to send a replacement lid unless I paid the shipping costs of 245 dollars and some change. 
  Sincerely,
  
  *****************************

  

  Business response

  07/05/2024

  Thank you for reaching out to us regarding the damage to your unit. After reviewing your case, we would like to clarify that the damage you are reporting is not considered a manufacturing defect. Typically, any damage that occurs during shipping would be evident upon arrival and should be reported at the time of assembly. Since this issue has been brought to our attention several months after the initial setup, it suggests that the damage may have occurred post-delivery.

  Customer response

  07/15/2024

   
  Complaint: 21818777
  
  I am rejecting this response because: The box was purchased months ago. I live in ***********, as well as having at the time of purchase limited use of both my thumbs. Box was assembled MONTHS after purchase. It was assembled three weeks before this complaint was written on June 8th, and assembled days before I had bilateral thumb surgery which resulted in NO use of my hands for over two weeks. I live alone, and this box was not used prior (as after bilateral thumb surgery I had ZERO use of my hands) to calling for a replacement part, that was quoted as 244 and some change to ship, well over the cost of the deck box itself. On the phone call I Was told it could be a manufacturing defect but the supervisor had decided it was not, no idea how they could have done that. Not to mention in your first response you tried to lie and say you replaced the parts.that were for an entirely different purchase I made from an entirely different store. It seems this company is really struggling with their ethics. So unless you are saying a woman who lives alone with NO USE OF THEIR hands broke this deck box, you just dont want to replace the defective lid. 

  
  
  Sincerely,
  
  *****************************

• Initial Complaint

  06/02/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  This shed is a joke and is not what we saw in the store. As it was not secure in store making it easier we think to get miss fitting pieces to work. See pictures as floor is not square which causes the roof to be side ways as noted in pictures. ( not flush together)See pictures of level that has to be held at odd angle which makes the walls front and back both bow out. This is because the metal rafters are to long. So we have sent pictures of walls not being square. As noted by level on wall. Dated sales receipt is 5/5/2024 with total paid plus order number. We have also included sale price noted yesterday of 6/1/ 24 at ****** of a manufacture $300 rebate not even thirty days after our purchase. Doing research we also found out that the exact same shed is selling for $600 - $1007 on sale for the exact model. ( see picture) Copy of receipt included.We are very upset with this shed and feel it will not be weather proof with way the roof and floor are It was a shed we felt would be easy to assembly as it is precut. Directions online and included with shed are not the same. With lots of different directions not matching or working with this shed.

  

  Business response

  06/13/2024

  ******** was issued and accepted a full refund for his unit.

• Initial Complaint

  05/28/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  ************* has a lifetime warranty that they will not honor.

  

  Business response

  06/25/2024

  Suncast sheds come with a 10-year limited warranty, which covers defects in materials and workmanship under normal use and service. However, to be eligible for this warranty, it is essential that the shed is assembled on a proper foundation as specified in the assembly manual. Upon reviewing your case, we found that the shed was not assembled according to the foundation requirements outlined in the manual. Unfortunately, this non-compliance voids the warranty, as an improper foundation can lead to structural issues not covered by our warranty terms.
  

• Initial Complaint

  05/03/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Purchased plastic shed approximately 5 years ago (6/5/2019), there is a 10 year warranty. The corner split open about 1 month ago and I reached out to Suncast about the situation and for replacement. Suncast request several pictures from different angles, and I sent them as requested. My claim was then denied stating that I did not build the foundation as required in the manual, they stated it must have a plywood top. I built the top with 2x6 exterior boards. I checked the manual, which I still had, and sent a picture of with a reply stating the manual does not have such requirement. They replied with an image of their online manual and stated it does state this requirement, yet upon review it actually did not state this requirement and denied the claim. There was no where in the manual that stated the foundation required a plywood top. Suncast refuses to adhere to their warranty despite proving they do not have such requirement in their manual.

  

  Business response

  05/08/2024

  The necessary materials are outlined in the manual, and as reiterated earlier, the base upon which your shed is situated does not adhere to the specified requirements. The manual explicitly indicates that the recommended platform is plywood. It's important to note that failure to adhere to the foundation instructions provided in the manual renders the warranty void. For additional details and access to a copy of Suncast's Limited Warranty, please visit www.Suncast.com/warranty.

  Customer response

  05/08/2024

   
  Complaint: 21664270
  
  I am rejecting this response because:
  

  The response does not resolve the issue.  The manual does NOT explicitly state plywood, it does not state plywood at all, hence my complaint. I will not be satisfied until they replace the piece that is broken, under warranty. 

  Sincerely,
  
  *********************

  

  Business response

  05/29/2024

  We appreciate your understanding and clarification regarding the foundation construction materials outlined in the assembly manual. Upon reviewing your warranty claim, it remains evident that adherence to the specified foundations is a requirement outlined in our limited warranty terms. We regret to inform you that failure to meet this requirement has resulted in the voiding of the warranty.
  We understand the disappointment and frustration this *** cause and sincerely apologize for any confusion or miscommunication that *** have occurred during this process. Our commitment is to provide the best possible service and support to our customers, and we regret any inconvenience this situation has caused.

  Customer response

  05/29/2024

   
  Complaint: 21664270
  
  I am rejecting this response because:
  
  The business did not resolve the issue nor did they accept responsibility for not providing clear directions.  They are denying a warranty claim on the basis of the warranty requiring a plywood top on the foundation, however the instruction manual does not state this requirement. Therefore this is an unknown variable they are using to deny a warranty claim. The business did not resolve the issue.

  Sincerely,
  
  *********************

  

  Business response

  06/13/2024

  The assembly manual indeed does specify the requirement for a plywood top on the foundation, which is the basis on which the warranty claim was denied.

  Customer response

  06/13/2024

   
  Complaint: 21664270
  
  I am rejecting this response because:
  

  I regret to inform you that it does not. With the time and energy you have spent denying the manual does not state the foundation requires plywood, you could have added it to the manual. Please proof read your manual and if there are requirements then please add them.

  Sincerely,
  
  *********************

• Initial Complaint

  04/29/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Warranty Claim #****** (Model #SMT212WP:This company has failed to honor their explicit warranty on the product. ALL proof of purchase, and failure were provided. Also the product was even registered with the company over 2 years PRIOR to filing a warranty claim. TOTAL false advertising and lies. Company is fraudulent and deceptive. Company has the audacity to ask for a "video production" of the product. I do not own a video recorder or the technolgy to produce such. Company lied and failed to honor warrany.

  

  Business response

  05/08/2024

  In our recent email exchange, we emphasized the importance of providing evidence of any issues to effectively address and resolve concerns. To ensure a thorough troubleshooting process and a precise understanding of the matter at hand, we kindly request that all warranty claims be accompanied by proof of failure. This requirement is outlined in detail within our official limited warranty statement.
  For further clarification and access to a comprehensive copy of Suncast's Limited Warranty, we encourage you to visit our website at www.Suncast.com/warranty. This document provides essential information regarding the terms and conditions of our warranty coverage, ensuring transparency and clarity for our valued customers.

  Customer response

  05/11/2024

   
  Complaint: 21641207
  
  I am rejecting this response because:
  
  Sincerely,
  
  ***********************************

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