ShelterLogic Corp.

Thank you for purchasing our product and we appreciate your feedbackWe make every effort to ensure that our packaging and advertising has correct dimensionsThe height of the building is measured at the center point and not the sidewallYou are correct that the sidewall is a little over
feet in heightWe have reviewed our packaging and verified that it is accuratePlease see the attached document that shows a portion of the boxIf you are looking for a different size shelter, we do offer many different options
If you have any questions or concerns, please contact us
Sincerely,
ShelterLogic Corp*** *** Director, Customer Service
###-###-#### ***

Thank you for bringing this to our attention. ">It’s
very important to us that we
furnish our customers with accurate information they need to make an informed
decision in purchasing our products. After further research, we can see how it would appear that you were purchasing the whole canopy based on the description on the website. We are working diligently to have the website corrected and apologize for the misunderstanding. We would never intentionally mislead you or any customer. As a solution, we would like to ship you the canopy frame and cover at no charge. Therefore, you can utilize the enclosure kit you previously purchased to have an enclosed shelter.
We hope this resolution is satisfactory to you and thank you for your patronage. We have called and emailed you with this solution and await your replySincerely,
ShelterLogic Corp
Christa S***
Director, Customer Service
P ###-###-####
C ###-###-####
www.shelterlogic.com

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

Complaint: ***
I am rejecting this response because:
Still not happy with their decision. There was not even a big wind storm. It was real light winds when it flipped overThey also said that it is easy and fast to remove the cover and it is not easy and fastWe will never purchase from or recommend a shelter logic again
Sincerely,
*** ***

ShelterLogic quickly replaced all the poles, from a Garage Shelter I had purchased from them, that was damaged from high windsCustomer Service was very helpful and went above and beyond to make sure the replacement parts were received within a few daysIt's nice to know that a company will stand behind their product and be very helpful when you need them

Complaint:
I am rejecting this response because: I have called the company no less than times to try and resolve without success. This recent response seems like a canned response that does not even begin to acknowledge my last response or tell me who specifically I should speak with and at what extention they can be reached. I am not interested in the offer of 30% off a new unit, especially considering their prices are about 30-40% above retail prices, plus paying an additional $for shipping. I am not interested in hearing about their more expensive sheds (some costing as much as $all of which they contend come with better warrantys, excluding weather related damage. If they are willing to accomodate my original request to replace the unit or replace the parts needed to fix my existing shelter I would be happy to call anyone they wish and I would consider this matter closed. thank you
Sincerely,
Don Schacht

We purchased a 6xshelter manufactured by Shelterlogic through ***One of the four door zippers did not function properlyI reached out to Shelterlogic and they were very accommodatingI sent in a copy of the receipt and pictures of the damage, and they very quickly sent out replacement partsCustomer service was responsive and friendly

Complaint: ***
I am rejecting this response because:
I do not find a discount off of a future purchase acceptable at allAlthough it may be out of the warranty time, it collapsed within eight months of the purchase it wasn't until later on that I was able to fully assess the damageThere was another similar shelter in the same area that has withstood the same weather conditions for yearsA discount off of a future purchase does not compensate at all for the damaged goods that I had trusted the product to protect along with the full day it will take to dispose of the destroyed shelter, and assemble the new oneI work in the customer service industry, my place of employment would have already replaced the product and had this issue resolved to the customers satisfactionI find the level of apathy and dismissive attitude towards your customers unacceptable
Sincerely,
*** ***

It is paramount that I share my positive experience with the company and the publicThere is a GREAT reason why this company has earned the designation of accredited from the Revdex.com This company, specifically Kim Nelson, goes above and beyond to provide premium service while also providing a quality productMy parents live in Massachusetts and have purchased multiple shelters to cover their vehicles They have always been pleased with the quality of the materials The last shelter they purchased , however, was not the correct measurement or "tie down" package They were frustrated with the contact they tried to acquire by phone and told me, "just forget it We will never buy from them again!" I told them, "no waythey are a Revdex.com accredited company and they are committed to resolving all customer issues!"
I proceeded to contact the company and have the pleasure to be assisted by Kim N*** Not only did Kim maintain contact with me via phone and emailshe made sure that she sent pictures and all measurementsNot only did she provide patient and cordial service to me and my elderly family, she also followed up months later to ENSURE that my parents were pleased with the product, but that they were also okI can tell you that in the day of "scams on the elderly and online shopping," Shelter Logic rises above the "bad companies" and truly puts forth an A+ accredited attitude of serviceI will continue to tell others about my positive experience while also siting Shelter Logic as a business based upon SUCCESS in serviceTHANK YOU!

We value you as a customer and strive to provide quality and timely service to all our customersI apologize that our customer service did not meet your expectationsWe would like to find a solution for youWe have attempted to contact you by telephone and emailWe look forward to speaking
with you very soon

Thank you for purchasing our product and we appreciate your feedbackWe apologize that you had the wrong parts and there appeared to be manufacturing defectsWe take pride in our products and value you as our customerWe do have a quality control process and apply much effort to ensure that
you have the correct parts and a quality product to use and enjoyAlthough we plan to have all parts in stock , sometimes this is not possible since we have more orders than anticipatedYour feedback does help us to improve and we always are looking to exceed our customer's expectationsSorry that did not occur for youWe did attempt to reach you by telephone to discuss this furtherIf you have any other questions or concerns, please contact us directly
Sincerely, *** *** Director, Customer Service
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On 9/22/I purchased a ShelterLogic Shed-In-A-Box from *** *** *** I set it up and it looked great One month later, almost to the day, I came home to find my new shed completely blown over with one of the anchors completely pulled out I was surprised since this was a relatively mild fall day I suppose a sudden gust of wind must have been all it took One of the the corners was completely ripped from top to bottom and every piece was a complete shamble or ripped in some way I realized that, even if I did manage to put it back up, the chances of it lasting through the winter in actual harsh conditions would be practically non-existent So I naively contacted the warranty department to get a refund for my week shed I dutifully sent in the numerous photos their department asks for on their website and waited for a response, and waited A few weeks later I received this response:
"We are reviewing the warranty claim you’ve submitted and are missing some information to complete our review Can you please send some photos of the damage, the part # which you are claiming and that should help us complete your review process ShelterLogic would not be able to issue a refund as this unit was not purchased directly with us and most likely *** *** would not be able to refund, as the purchase is past days I look forward to hearing back from you, thank you."
I responded with the ten photos once again and received this response:
"Your warranty has been reviewed and based on all the information unfortunately this is not covered by warranty and cannot be replaced at no-charge We can offer you a discount of 30% off replacement parts or 20% off a new unit from ShelterLogic directPlease also note that these units come with only anchors for squaring the building and is the responsibility of the consumer to properly anchor the unit based on the surface it is being anchored to ShelterLogic recommends that additional anchors be used (one at each upright) that are appropriate for the surface it is being anchored to (see highlighted area in the assembly manual enclosed)Please know that we value you as a customer and hope you can appreciate our position in this matterIf you have any questions or concerns or would like to place an order please contact me directly via email or at *** ext.####Kind Regards,"
I obviously do NOT want to BUY more parts even if they are at a discount I would have liked them to have simply stood by their product and covered it in full as their warranty implies I would consider an act of nature such as a storm or tornado not to be covered, but a mild fall day seems to be graspingI just wanted to warn any potential buyers in the future

Complaint: ***
I am rejecting this response because:
Sincerely,
Christine Harvey I have send the Revdex.com A message regarding the phone conversation with Christa that happened on 2/28/and how I felt about it

As we discussed, you did receive all your missing parts but have not used your canopy yetOnce again, I do apologize that you were missing parts and had manufacturing defectsIf for any reason your canopy is not functional, please contact me directly to find a solution
I have provided this information to our Quality Control and appreciate your feedback
We strive to provide every customer with a quality product to enjoy
Sincerely, *** *** Director, Customer Service
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I recently purchased a ShelterLogic 12x20xtemporary garage from *** *** *** in Moody AlabamaThe two zipper door end panels were eight inches too short so I contacted MsDebora G*** with customer service at ShelterLogicIt was by far the BEST customer service experience I have ever hadWhat I expected to be a long drawn-out headache turned into a pleasant experience all thanks to MsG***After sending a few pictures of my problem and a copy of my receipt she immediately sent me a copy of the shipping invoice and let me know my correct items were on the way at zero charge to meI will definitely be a repeat customer as well as recommend ShelterLogic to others thanks to MsG***.??????

Right out of box, found slant leg sport canopy product to be poorly constructed Attempted to set up per instructions and two gemels broke upon expanding Since it was over a year since purchase, knew it was out of warranty Called customer support (sic) and only help I got was offer to sell me new canopy Sent email asking about gemel replacement and have yet after a month to hear anything Customer support is as weak as this canopy Poor customer service and even more poor product Will never buy again

Complaint: [redacted]
I am rejecting this response because:I feel I should have been offered a new frame with that many mistake on 1 frame.
Sincerely,
[redacted]

[redacted],
We are sorry to hear that you are disappointed with your shelter. Life expectancy of our product will vary depending on location, application and the physical elements it's exposed to. We reviewed your warranty claim and found that your shelter was beyond the warranty period. Since...

we value you as a customer, we did offer you a discount of 10% on a replacement shelter. In addition, we did have further conversation with you and discussed other shelter options to meet your needs. During that conversation, we did offer you a discount of 30% off a replacement shelter.
If you would like to purchase a shelter with this discount or have any additional questions, please contact us directly.
Sincerely, [redacted], Customer Service
###-###-####

Hello Ms. [redacted],
We are
sorry to hear that you are not happy with the quality of the shed you
purchased.  The fabric life is affected by application, location and...

the
physical elements the shelter is exposed to.
You did contact our company on October 30th and we advised you to file a
warranty claim so we could review your situation further.   During
that conversation, you did not provide us your date of purchase.  We don't see a warranty claim was
filed.  There is a one year warranty on your shed and the cost for a
replacement cover kit for your shed is $139.99. 
Please
call us and we can discuss this further.  Thank you for being a valued
customer.
Sincerely,
Christa S[redacted]
Director, Customer Service
###-###-####

I paid $450 plus tax and shipping for a garage in a box. Put this product up and with in a week it was destroyed. The pipes have holes for the anchors witch torn the holes right out of the poles. Contacted the manufacturer. It took 3 weeks of sending pictures and filling a claim. Calling the claims office over 2 dozen times to get a phone call days later saying "she knows it was not anchored down properly". She did not come to the house to see it and three weeks after the fact she expected me to still have everything still sitting in my yard to take pictures. DO NOT BUY THIS PRODUCT FROM THIS COMPANY...