Regarding MrH [redacted] 's complaint in receiving a no cost canopy under warrantyI am attaching photos showing the extreme weather damage found on the fabric canopyI am also including the proof of purchase dated FebThe customer contacted our customer service depton March 14, The fabric does hold a year limited warrantyActs of Nature are and exclusion to the warrantyOn both counts the customer is outside of the warranty time frame as well as the limitations of the warrantyI have attached the assembly manual listing the care and warnings as well as the year limited fabric warranty listing the exclusions The care instructions are clear that the customer will need to remove the fabric canopy when expecting any inclement weather to avoid this type of damage from occurringI does become the customers responsibility to properly care for the garden house after purchaseThe year limited warranty is for manufactures defects only It is very clear in the photo that the damage is due to weatherRudy did provide the weather link below to the customer as referenceWe will verify the weather before denying a claim that we would feel is weather related and will provide this to the customer in our response http://www.wunderground.com/history/airport/KCEW/2016/3/22/MonthlyHistory.html?r...⇄ You will notice just within the last months that the customers area has experienced extreme weather including winds up to mph, heavy rain and thunderstorms The denial of the claim is solely based on the damage due to weather being an exclusionIf the canopy damage were a true warranty issue we would have moved forward regardless of the customers purchase being outside of the year limited time period Once we deny a claim and the customers response is that they will contact the Revdex.com we will not replyThis is the customers optionThis response will not be a cause to reconsider the claim The canopy is available for purchase at HomeDepot.com as well as an aftermarket company that replicates the canopy for this unit Pacific Casual prides itself in our customer service and will do everything we can to assist customer with true warranty claimsI did notice that your reply to the customer stated that you felt we provided "poor customer service" I do not feel that would be a fair response given that the Revdex.com did not have all of the facts of this claim
We have been trying to get this customers required purchase receipt from the start of this claim She has not provided it The model number for the item she is stating she purchased is not the model number she just today showed as the canopy she purchased However; she has still
not provided the required information to move forward.I am attaching all correspondence we have had which I have taken from the emails sent and placed on a pdf so that I am able to attach it to this request.In any event this issue is not a warranty issue if the customer purchased the incorrect canopy for the garden house she purchased I have let her know she will need to return to Menards to explain that she purchased the wrong canopy and see if they can assist her with the exchange.Keep in mind the consumer has not given any valid purchase information to assist her You will find a screenshot of some kind that only shows some kind of purchase information but does not provide any of the consumers information to make this a valid purchase receipt However; the SKU number listed on this screenshot is for netting and not for the canopy she is pitting in the request for.I did also let the customer know that if she is not able to get help from Menards she can provide me the correct purchase receipt that she should have gotten with her online purchase or she she should be able to get Menards.com to forward her her order confirmation to be able to provide to me I cannot assist her without the required information to do so If she cannot get Menards.com to assist I have let her know that I can see what I can do but will still need the required order confirmation to do so If I need to assist there will be a charge since this is not a warranty issue
Regarding Mr. H[redacted]'s complaint in receiving a no cost canopy under warranty. I am attaching photos showing the extreme weather damage found on the fabric canopy. I am also including the proof of purchase dated Feb. 24 2015. The customer contacted our customer service dept. on March 14, 2016. The...
fabric does hold a 1 year limited warranty. Acts of Nature are and exclusion to the warranty. On both counts the customer is outside of the warranty time frame as well as the limitations of the warranty. I have attached the assembly manual listing the care and warnings as well as the 1 year limited fabric warranty listing the exclusions.
The care instructions are clear that the customer will need to remove the fabric canopy when expecting any inclement weather to avoid this type of damage from occurring. I does become the customers responsibility to properly care for the garden house after purchase. The 1 year limited warranty is for manufactures defects only.
It is very clear in the photo that the damage is due to weather. Rudy did provide the weather link below to the customer as reference. We will verify the weather before denying a claim that we would feel is weather related and will provide this to the customer in our response. http://www.wunderground.com/history/airport/KCEW/2016/3/22/MonthlyHistory.html?r...⇄ />
You will notice just within the last 3 months that the customers area has experienced extreme weather including winds up to 46 mph, heavy rain and thunderstorms.
The denial of the claim is solely based on the damage due to weather being an exclusion. If the canopy damage were a true warranty issue we would have moved forward regardless of the customers purchase being outside of the 1 year limited time period.
Once we deny a claim and the customers response is that they will contact the Revdex.com we will not reply. This is the customers option. This response will not be a cause to reconsider the claim.
The canopy is available for purchase at HomeDepot.com as well as an aftermarket company that replicates the canopy for this unit.
Pacific Casual prides itself in our customer service and will do everything we can to assist customer with true warranty claims. I did notice that your reply to the customer stated that you felt we provided "poor customer service" I do not feel that would be a fair response given that the Revdex.com did not have all of the facts of this claim.
Regarding MrH [redacted] 's complaint in receiving a no cost canopy under warrantyI am attaching photos showing the extreme weather damage found on the fabric canopyI am also including the proof of purchase dated FebThe customer contacted our customer service depton March 14, The fabric does hold a year limited warrantyActs of Nature are and exclusion to the warrantyOn both counts the customer is outside of the warranty time frame as well as the limitations of the warrantyI have attached the assembly manual listing the care and warnings as well as the year limited fabric warranty listing the exclusions The care instructions are clear that the customer will need to remove the fabric canopy when expecting any inclement weather to avoid this type of damage from occurringI does become the customers responsibility to properly care for the garden house after purchaseThe year limited warranty is for manufactures defects only It is very clear in the photo that the damage is due to weatherRudy did provide the weather link below to the customer as referenceWe will verify the weather before denying a claim that we would feel is weather related and will provide this to the customer in our response http://www.wunderground.com/history/airport/KCEW/2016/3/22/MonthlyHistory.html?r...⇄ You will notice just within the last months that the customers area has experienced extreme weather including winds up to mph, heavy rain and thunderstorms The denial of the claim is solely based on the damage due to weather being an exclusionIf the canopy damage were a true warranty issue we would have moved forward regardless of the customers purchase being outside of the year limited time period Once we deny a claim and the customers response is that they will contact the Revdex.com we will not replyThis is the customers optionThis response will not be a cause to reconsider the claim The canopy is available for purchase at HomeDepot.com as well as an aftermarket company that replicates the canopy for this unit Pacific Casual prides itself in our customer service and will do everything we can to assist customer with true warranty claimsI did notice that your reply to the customer stated that you felt we provided "poor customer service" I do not feel that would be a fair response given that the Revdex.com did not have all of the facts of this claim
We have been trying to get this customers required purchase receipt from the start of this claim She has not provided it The model number for the item she is stating she purchased is not the model number she just today showed as the canopy she purchased However; she has still
not provided the required information to move forward.I am attaching all correspondence we have had which I have taken from the emails sent and placed on a pdf so that I am able to attach it to this request.In any event this issue is not a warranty issue if the customer purchased the incorrect canopy for the garden house she purchased I have let her know she will need to return to Menards to explain that she purchased the wrong canopy and see if they can assist her with the exchange.Keep in mind the consumer has not given any valid purchase information to assist her You will find a screenshot of some kind that only shows some kind of purchase information but does not provide any of the consumers information to make this a valid purchase receipt However; the SKU number listed on this screenshot is for netting and not for the canopy she is pitting in the request for.I did also let the customer know that if she is not able to get help from Menards she can provide me the correct purchase receipt that she should have gotten with her online purchase or she she should be able to get Menards.com to forward her her order confirmation to be able to provide to me I cannot assist her without the required information to do so If she cannot get Menards.com to assist I have let her know that I can see what I can do but will still need the required order confirmation to do so If I need to assist there will be a charge since this is not a warranty issue
Regarding Mr. H[redacted]'s complaint in receiving a no cost canopy under warranty. I am attaching photos showing the extreme weather damage found on the fabric canopy. I am also including the proof of purchase dated Feb. 24 2015. The customer contacted our customer service dept. on March 14, 2016. The...
fabric does hold a 1 year limited warranty. Acts of Nature are and exclusion to the warranty. On both counts the customer is outside of the warranty time frame as well as the limitations of the warranty. I have attached the assembly manual listing the care and warnings as well as the 1 year limited fabric warranty listing the exclusions.
The care instructions are clear that the customer will need to remove the fabric canopy when expecting any inclement weather to avoid this type of damage from occurring. I does become the customers responsibility to properly care for the garden house after purchase. The 1 year limited warranty is for manufactures defects only.
It is very clear in the photo that the damage is due to weather. Rudy did provide the weather link below to the customer as reference. We will verify the weather before denying a claim that we would feel is weather related and will provide this to the customer in our response.
http://www.wunderground.com/history/airport/KCEW/2016/3/22/MonthlyHistory.html?r...⇄ /> You will notice just within the last 3 months that the customers area has experienced extreme weather including winds up to 46 mph, heavy rain and thunderstorms.
The denial of the claim is solely based on the damage due to weather being an exclusion. If the canopy damage were a true warranty issue we would have moved forward regardless of the customers purchase being outside of the 1 year limited time period.
Once we deny a claim and the customers response is that they will contact the Revdex.com we will not reply. This is the customers option. This response will not be a cause to reconsider the claim.
The canopy is available for purchase at HomeDepot.com as well as an aftermarket company that replicates the canopy for this unit.
Pacific Casual prides itself in our customer service and will do everything we can to assist customer with true warranty claims. I did notice that your reply to the customer stated that you felt we provided "poor customer service" I do not feel that would be a fair response given that the Revdex.com did not have all of the facts of this claim.