ShelterLogic Corp.

Complaint: [redacted]
I am rejecting this response because:
 
Contacting you directly got me nowhere last time, not to mention it took just about 3 weeks of waiting for another runaround response.
 
I also would not consider a 30% discount off of a future purchase "substantial". 
 
Again, the only thing that will resolve this to my satisfaction is a replacement of the shelter I purchased.
Sincerely,
[redacted]

Save your money, go elsewhere!
I purchased the ShelterLogic Roundtop 14'x32'x12' instant shelter in September of 2014 and had issues from the moment I opened the box.
A number of support brackets were missing from the box and had to be ordered through the "replacement parts" form included with the directions. That should have been my first clue that this was not a quality product. When it's easier to include a form for replacement parts than to actually verify that the parts are in the box, perhaps its time to re-evaluate your process. The quality control department seems to be asleep at the wheel or totally non-existent. And to top it off, I now missed my scheduled weekend to assemble and have to send all my help home, Grrr!
Oh, but there's even more enjoyment when the replacement parts come. You try to assemble this with the provided directions, good luck, I hope you have a degree in Engineering because this is no simple assembly. I ended up having to drill new holes because none of the bolt holes lined up with each other. One would think they could figure out how to make the holes line up after making this product for 11 years, but here again, no quality control.
The description of this model included "Advanced engineered, triple layer, commercial-grade polyethylene woven fabric is UV-treated inside and out to stand up to the elements". The part they neglected to mention is this advanced engineered, triple layer, commercial-grade polyethylene woven fabric only lasts for 1-year at which point it disintegrates and becomes useless. The fabric was great for the first 3-months, held up to the weather, was waterproof, looked great. By the time the 1-year mark rolled around this fabric was brittle and no longer waterproof. I attempted patching to no avail and have now experienced total product failure. This cover is now a shredded pile of scraps leaving only the exposed frame. A total waste of money!
Contacting their warranty and customer support department is a waste of time as their only resolution is to sell you a new "upgraded" cover for 4 times the original price. How about we try this, make a product that actually does what you advertise. Hmmm... concept.
Save yourself a pile of cash and a lot of frustration and look elsewhere. I wouldn't recommend this product to my worst enemy. Don't walk, RUN away from this product!

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 10049507, and find that this resolution is satisfactory to me.
I did speak with Christa Spry on 5/29/14 and we have agreed that ShelterLogic would provide a warranty replacement of the two 12' x12' Celebration Canopies with one of their Super Max 12' x30' Canopies. This Canopy includes a White Flame Rdant Polyethylene Cover. The unit is in stock and Christa has assured me that it will be shipped to me immediately.
Sincerely,
Leon Ray

We are sorry to hear that you aren't satisfied with the outcome of your warranty claim.  We certainly do want to see every customer happy while balancing to be fair and consistent with all our customers. 
We reviewed your warranty claim and pictures you submitted...

with our engineering department and it was determined that we would not honor your claim due to improper anchoring and act of nature.  The shelter you purchased is considered a temporary shelter and acts of nature are not covered under the warranty.  Per your instruction manual, "Proper anchoring of the frame is the responsibility of the consumer.  ShelterLogic Corp. is not responsible for damage to the unit or the contents from acts of nature.  Your shelter's cover can be quickly removed and stored prior to severe weather conditions.  If strong winds or sever weather is forecast in your area, we recommend removal of cover."  This information was explained to you in an email sent from our company to you on April 25, 2016.  In that message, we also advised you that we could offer you a discount of 20% on a new unit or 40% on replacement parts.  This message was sent to you after you had asked for a refund of your purchase.  Unfortunately, we do not offer refunds on warranty claims.Please understand that we do value your patronage and if you have any additional questions or concerns, please call me directly.
Sincerely,
Christa S[redacted]
Director, Customer Service
 
ShelterLogicCorp
ShelterLogic & Arrow Storage Products
P: 860.417.5440

We sincerely apologize that you didn't receive the excellent service you should expect from ShelterLogic.  Per our phone conversation, we explained that your cover was actually a couple months out of warranty but, because of the circumstances and we value you as a customer, we are making an...

exception to honor your warranty.  Unfortunately, your replacement cover is currently out of stock.  We make every effort to ensure that all replacement covers are in stock but, unexpectedly, we have no inventory available.  Your replacement cover will be back in stock by the end of April and we will ship it to you immediately.  To keep you informed, we will call you on April 19, 2016 to let you know the status of your order.
Once again, thank you for your patience and please contact me directly with any additional questions or concerns.
Sincerely,
ShelterLogic Corp.
Christa S[redacted]
Director, Customer Service
Office 860.417.5440

Hello, I would like compliment Shelter Logic Corp. I live in [redacted] which is right on the coast. This past fall I took a direct hit from hurricane Matthew. My property backs up to the open water/marsh with open land for over a 1/4 mile. I have a 10 x 20 ShelterLogic garage in my yard which I use for painting and misc. storage. This garage held up to 110 mph winds. If it had not been for the fact that I had 2 foot of water come in and floated my 6 x 6 base the garage was holding. It floated about a 150 feet, hit a fence line and bent the five upper corners. Due to the fact that I had major damage to my house(lost my shingles down to the plywood) the garage laid curled up for about two months. When I finally got around to fixing it, I called ShelterLogic and I got excellent results. Lynn M[redacted] could not have been nicer and I received my repair parts three days later. My Shelter Logic garage is back up like nothing happened. Thanks for taking care of your customers, I will give you a thumbs up on everything.
[redacted]

You are important to us and we are disappointed that the shelter you purchased did not meet your expectations. At ShelterLogic, we take pride in the products we offer and apply much effort that they are strong quality. The life expectancy of our shelters are affected by application, location and...

the physical elements the shelter is exposed to. We have had many phone conversations with you, and although you are several months past your warranty period, we offered you a 30% discount on replacement parts or a replacement shelter. We value you as our customer and would like to restore your faith in our products. If you would like to place an order or discuss this further, please call us at ###-###-####. Thank you.

Complaint: 9934444
I am rejecting this response because: I don't feel that this is reasonable agreement. because it's been two years that this has happened and your selling the product at discount of $200.00. I still had to pay both year for the produce. I would be willing to pay $250.00 no more than that for the 14.5oz and 10 year warranty. For all the problems.
Sincerely,
Christine Harvey

HORRIBLE FABRIC! DO NOT PUT IN SUN! This product held up ok over the first year since having it in the shade. When I moved it to a spot that was exposed to sunlight 75% of light hours of the day it shredded apart in one year. Normal fabric is same price as whole new shed/garage and they offer one with 10yr waranty for three times the price. STAY AWAY!

We are sorry that our product did not meet your expectations and faded. We would like to restore your faith in our company and meet your shelter needs. Instead of providing you the same canopies, we would like to offer replacing your canopies with different products. Please call us and we can...

discuss further. We look forward to speaking with you very soon.
Sincerely,
ShelterLogic Corp.
Christa Spry
Customer Service Manager
###-###-####
http://www.shelterlogic.com

Complaint: 9934444
I am rejecting this response because:
Sincerely,
Christine Harvey No, I feel that my proposal of 250.00 is a fair reason for all the problem

Complaint: 9[redacted]
I am rejecting this response because:
 
A shelter is defined as a place giving temporary protection from bad weather or danger.  The Run-In shelter which I bought was built per the instructions and anchored into the ground using the 6 30" augers included with the kit.  Because the dirt in our area is clay based, it is extremely hard.  I used a power auger, one which you would use for fence posts, to dig the holes.  I then placed the augers in the holes and filled them with 80 lbs of post mix concrete per hole.  The shelter was firmly anchored to the ground, and should of provided more than enough stability for the shelter.    I have included pictures of the anchors still firmly in the ground.  
 
I do believe that during "extreme"weather, a tornado hurricane, monsoon, etc.  the shelter skin should be taken down. But as I explained to Ann Lineweber (ShelterLogic rep at ext. 2268) the wind is a normal weather pattern for our area. During which time, the wind was sustained 15-20 mph with gusts up to 40 mph.  Not the 40-50 mph winds which [redacted]ShelterLogic rep at ext.2554) responded back to the Revdex.com.  I called ShelterLogic in December and left a message which was returned on December 28, 2013 @ 08:53 PST.  The rep that yes, the Run-Ins do not have a wind resistance rating but the frame work is built to withstand 60 mph winds.  She also gave me the snow rating for the frame work.  
 
The ShelterLogic warranty protects against manufacture defects.  This is the second Run-In that has failed in a similar way.  I believe there is a defect in the manufacturing process and should be credited back my original purchase price.   I have spoken to Greg at portablegaragedepot.com (where the shelter was purchased) and they agree the wind should not of been a factor in the collapse.  
 
 
Sincerely,
Joshua McGuire

I had product questions and submitted an email through the ShelterLogic website. It was responded to by Trish T[redacted] in Customer Service. Her response was prompt and informative. I give Trish 5 Stars for Service.

We do apologize that you are having issues with your cover
and want to find you a solution.   You
stated that you filed a warranty claim but I am unable to locate that...

claim and
have no receipt of a claim being filed.  To
make it easier for you, would you be so kind to send me the pictures of your
building and the seams coming apart?  We
appreciate your assistance as we work towards a resolution.
We strive to provide superior service and follow up promptly
with all our customers. 
If you have any other questions or concerns, please call me. 
 
Sincerely,
[redacted]
 
ShelterLogic Corp.
[redacted]
Director, Customer Service
[redacted]

We are very sorry to hear that you had difficulty assembling your shelter.  We make every effort to ensure that are products are of the best quality.  Also, it's important to us that our assembly videos and marketing materials are accurate.  Our customer service team has worked...

with you and ,after further research, we did find that the unit you purchased had some manufacturing defects.  As discussed, we will provide you a refund once the product is returned.  Your feedback is very important to us and will be used to further improve our quality standards.  It's our objective to find a shelter that meets the needs of all our customers.  If you have any shelter needs in the future, please don't hesitate to contact me directly.
In addition, if you have any other questions or concerns, please let me know.
Sincerely,
[redacted]
ShelterLogic Corp.
Director, Customer Service
P
[redacted]

Bought a shelter logic garden shelter. Given finger nuts to fasten frame together, loosened quickly in the wind. Fabric seemed ok but frame, hardware and anchors are poorly engineered and are of low quality. Customer support only wanted photos in order to assist. Big box store and shelter logic did not want to warrant product.

I have contacted the customer by telephone and we are going to discuss a solution.
ShelterLogic Corp.
Christa Spry
Customer Service Manager
###-###-####
http://www.shelterlogic.com

We purchased a ShelterLogic building because it fit into our budget. It was a disappointment from the beginning. The sales rep did her job, just to bad she wasn't updated as to the current models available. We were sold a product that had been changed, we were told that this building was good for over 100mph winds and 40lb per sq ft snow load. The product was dropped at your home in a pile. which was later to be found damaged. The delivery person signed for the delivery and then lied and said that that the neighbor had signed for it. Which is a lie! and the problems began. The tarp was damaged, pieces were missing. All was replaced but now we are into this 4 months and still do not have what we need to finish it. They sent the rest of the parts, not knocking the sales person what-so-ever, but now we go to put it all together and we have a tarp that isn't cut right for the building. and winter time is here, 7 months later the bldg. holds up to the snow, but as far as the wind goes we have everything we own parked on it holding it down instead of on the inside where we want it. Because the wind is tearing the end caps apart, because of so much loose material without any support. We called for tech support they don't have a clue how to fix the problem, they said to cut the end pieces to make them fit. We said come and get the building and give us a refund or send someone out to fix it. We were told "we can't do that". So we are left to try to salvage this project on our own. We would not recommend this company to anyone what so ever. There are several other building company's in the area we would recommend. The price fit into our budget, just remember you get what you pay for.

We spoke with you by telephone on over a few occasions as you stated in a previous message. We certainly tried to find a solution that would meet your needs as you spoke with both our supervisor and manager of Customer Service. If you would still like to purchase a new product at a considerable discount, you can speak with our Customer Service Manager, Christa Spry at ###-###-####. We would be happy to discuss this further.

Bonjour. J'ai parlé avec votre conseillé Sofiane Boudissa Customer Service Representative
Ce monsieur à été très gentil et sais occupé vraiment de mon dossier. Je suis très satisfait.
Thank