ShelterLogic Corp.

I attempted to contact Mr. Berera to discuss a solution and left a voicemail message. I am currently awaiting a return phone call.
ShelterLogic Corp.
Christa Spry
Customer Service Manager
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http://www.shelterlogic.com

Mr. McGuire,
After reviewing your request further, we will be providing you a refund of $600. You will receive a check in the mail within 7-10 days. At ShelterLogic, we take pride in the shelters we make for our customers and are sorry that the shelter you purchased did not meet your needs.
If you have any additional questions or concerns, please don't hesitate to contact me directly.
Sincerely,
ShelterLogic Corp.
Christa Spry
Customer Service Manager
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http://www.shelterlogic.com

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

Complaint: [redacted]
I am rejecting this response because:  As sorry at they are, I was supposed to get a call from a manager within 24 hours.  I have still not heard anything from this company.  That was a very canned response. 
Sincerely,
[redacted]

We appreciate you doing business with our company and value you as our customer. To help restore you faith in our company and the quality products we offer, we did offer you a discounted 14.5 ounce cover for a price of $550.00. This cover would actually have a 10 year pro rated warranty and may be better to suit your shelter needs. If you would like to proceed with this order, please contact us at ###-###-####. If you have any additional questions or concerns, please let us know.

I bought a "garage in a box" from Shelter Logic. The product has a zipper issue. I contacted Shelter Logic's customer service via phone, was asked to submit pictures and email the issue to a representative. I did those things, and the representative got things all mixed up so I emailed again to clarify the issue, then waited ONE WEEK and did not even get an acknowledgement. Even if nothing could have been done, well, they could have replied to the email! I am blown away that a company who seemingly makes decent products cannot spend the time to email their customers back. I would rather deal with a lesser quality product than with people who ignore my questions!

Mr. and Mrs. [redacted],
 
We sincerely apologize that you experienced issues with your ShelterLogic product and the service you received from our Customer Service Department.  It is extremely important to us that we are exceeding your expectations.  We strive to take...

ownership for every customer phone call and find immediate solutions.  It's feedback from you and other customers that helps us to improve our service.  We have contacted you and shipped out the parts you needed along with a pop-up canopy as compensation for your money spent and inconvenience.  We hope that this has restored your faith in our company.  If there are any other questions or concerns, please contact our Customer Service Director. 
Sincerely,
ShelterLogic Corp.
Christa S[redacted]
Director, Customer Service
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We offer quality products and there are many factors that determine the life expectancy of our covers. Fabric life is affected by application, location and the physical elements the shelter is exposed to. After our conversation, we agreed that a heavier cover may better suit your needs. We offered you a 14.5 ounce cover kit at the price of $550.00. Because we value you as a customer and want to see you happy with our product, we will offer you the final price of $400.00 when the original price for the cover kit is $749.99. This would be a considerable discount. Please contact us if you'd like to place this order.

We have had several conversations with you to discuss your warranty claim and the timeline of events. As much as we would like to honor your claim, we also need to be fair with all our customers. We did explain to you that after thoroughly reviewing the picture you provided us, your collapse is consistent with a collapse caused by an act of nature. This is not covered by our warranty. Because we value you as a customer and understand this must be difficult for you, we have offered you a substantial discount on a new unit. We are doing our best to try to work with you to help with your shelter needs.
If you have any additional questions or would like to discuss this further, please contact us directly.
Sincerely, [redacted] Director, Customer Service
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Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. Sincerely,
[redacted] I am not convinced the quantity of water is condensation. I will be back in [redacted] in April and see how much it leaks when it is raining. I have two rain gages one inside one out for comparison.%3

Customer satisfaction is critical to us and we are very sorry that this situation caused you to file a complaint.  After further research and discussing the details with you, we discovered that, although we manufactured the...

canopy, we did not sell it to you.  The canopy was actually purchased from an online retailer.  Originally, you did call our Customer Service team and we advised you that you would need to contact the company that you purchased the canopy from to coordinate a return and refund.  As much as we want to help you and every customer, we are unable to provide a refund when the product wasn't purchased from us directly. Because you didn’t receive a resolution from the online retailer, we contacted them to coordinate a return.  We apologize that this process has not been easy for you and we have provided feedback to the online retailer regarding the service you received.  Thank you for bringing this to our attention and if you have any other questions or concerns, please contact our Director of Customer Service.

We sincerely apologize for this error and the inconvenience it caused you. We have updated our website to remove this item. We take pride in providing excellent customer service and providing correct information to our customers. Sorry this did not occur for you. If there is anything additional...

we can assist you with, please don’t hesitate to contact our Director of Customer Service, [redacted], extension 2554. Thank you for reaching out to us and providing this feedback.

Review: I purchased two "12'x12' Celebration Canopies" from the ShelterLogic Corp. last summer to use around my swimming pool deck. The covers rapidly and aggressively faded from a bright Sky Blue color to a dull Huckleberry Purple in just a few short months.I have been corresponding with their customer service representative since January 13, 2014 concerning this matter including sending photos that very well demonstrated the degree of fading. The company agreed to replace the covers (provided I pay freight) with two new ones. When I asked what would keep the new ones from fading the same way as the original ones I received the following email message on April 30, 2014, and I quote "These are made of a polyester fabric which fades very quickly even though they are UV treated they will fade much faster than our polyethylene and PVC".I have used and continue to use blue colored fabric umbrellas around my pool for the twenty five years that it has been installed. While the fabric does fade over time I can continue to use them for several years until they become thread bare or develop holes. Even at that point they still remain very close to a dull version of newer ones around them...never like a dull "Huckleberry Purple" like these covers faded to. I have asked for a refund since they cannot provide suitable covers that will retain their color for a reasonable time period. I have been told that they will not provide a refund.Desired Settlement: I invested $343.49 each for a total of $686.98 for both units. I am requesting that ShelterLogic provide me with a full refund since the shelters are supposed to be decorative in nature and therefore are of no value to be used around my swimming pool.

Business

Response:

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

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http://www.shelterlogic.com

Consumer

Response:

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

Review: Bought a $100.00 Shelter Logic 10'x20' frame and canopy last fall. Installed the frame per instructions in January when lake was frozen onto wooden frame on 4x4 posts. Installed canopy [redacted] 5, 2013. Three days later, winds recorded at 25mph, completely destroyed frame and canopy. Contacted company, they had me download & complete warranty form, sent pictures of damage. Now they say 'acts of nature' not covered, offered 20% off new shelter. IT'S AN OUTDOORS PRODUCT! What is covered, acts of terrorism? Ironically, three days later, the $400.00 'heavy-duty' canopy on my other Shelter Logic frame split right down the middle and is now of no use. In my opinion, SHELTER LOGIC'S CLAIM OF DURABILITY IN THEIR ADEVERTISMENTS AND ON THE PRODUCT BOX IS TOTALLY MISLEADING. As a member of our Lake Owners Association, with over 8,000 households, I will make sure that every single member receives an e-mail with pictures of BOTH shelters and canopies, so they know to NEVER buy a shelter from this company. Am also seeking out every other forum I can find in the United States to pass this information on; whether it be lake home owners, farmers, etc. Will also erect a 4' x 4' sign for the end of my dock so that all boaters going by will know NOT to buy any Shelter Logic product, because the covers over the current frames are tarps bought at local farm supply store, A MUCH BETTER PRODUCT THAN THAT SOLD BY SHELTER LOGIC.

Product_Or_Service: Shelter Logic Frame & Canopies

Desired Settlement: DesiredSettlementID: Replacement

Will update consumers with destruction & of pictures unless BOTH shelters are replaced and delivered to my door, that means frames and canopies. Will be glad to re-post this information every year for the rest of my life. I DON'T LIKE GETTING SCREWED ON A PRODUCT THAT DOES NOT LIVE UP TO IT'S DESCRIPTION OR WARRANTY, AND I DO FOLLOW THROUGH ON ALERTING POTENTIAL CONSUMERS OF PRODUCT FAILURE. Isn't the Internet GREAT. I've got the time, knowledge, and picture proof of what happened!!

Business

Response:

Business Response /* (1000, 5, 2013/06/07) */

The 10x20 canopy that Mr. [redacted] purchased from K-[redacted] is a temporary structure and not recommended as a permanent structure. This is clearly noted in capital letters on the 1st page of our manual.

Furthermore, it states on our Warranty Card that any alteration , modification, misuse, faulty installation, and if unit is affixed to any attachment not provided with the product is not covered under warranty. Mr. [redacted] installed his canopy to a moving dock and did not set-up as per instructions on our manual. The legs of this temporary structure are actually in the water. This canopy has been altered and this was a misuse of our product. Concerning Mr. [redacted]'s other Shelterlogic Product, we would be happy to assist as soon as we receive verification of date of purchase. This can be in the form of a receipt, copy of bank statement, credit card. etc.

Regards,

[redacted] Carmack

Consumer Response /* (3000, 7, 2013/06/11) */

(The consumer indicated he/she DID NOT ACCEPT the response from the business.)

Pure bull. I have pictures to prove, and told the company, that the frame WAS installed per instructions. It was installed on a NON MOVABLE DOCK that is built onto a 10' x 10' solid cement base that has two steel steel I-Beams from a General Motors factory installed on top of it, and then has four 80' long attached to it, upon which a permanent wood dock is bolted to. This dock was built by GM & the UAW as a community service when this property was part of a township park, and is as solid and permanent as a boulder. A hurricane could not move this dock. One side of the frame was attached to the IMMOVABLE dock with wood lags, the other side was attached to a PERMANET wood dock that is mounted onto 12' 4"x4" wood posts sunk 4' into the soil. Again, NOTHING moves, I have pictures from BEFORE the frame was installed, and the pictures during the frame collapsing, and the dock AFTER it was sunk. The position of the dock does not move 1mm! The frame was attached even MORE securely than their straight line soil anchors could EVER provide. The frame was attached to 6" eye bolts screwed into the dock. The product failed because it is a CHEAP product. Please provide me an e-mail address I can send you the 'before" & 'after" pictures. Or better yet, I'll create a web page called "Shelter Logic Canopies SPECTACULAR Failure" and post all the pictures on it. According to my lawyer, as long as I preface the written description and pictures with the statement "That in my opinion" then I'll be in my right to let the world know what [redacted] Shelter Illogic sells. I'm going to post my tale and all the pictures on my Face Book page when I am done here, so all 677 friends can re-post it to all of their friends, wouldn't want anyone else to buy this cheap product.

Business Response /* (-10, 11, 2013/06/27) */

I am responding on behalf of my manger [redacted] who has been unavailable at this time. When Mr. [redacted] filed a warranty claim for his MaxAP he attached pictures showing that one side of the unit was attached to a dock and the other side attached to a small narrow wooden structure with posts in the water and water passing through the base of the canopy. This is not a permanent structure as it is indicated on the instuction manaual. It is a temporary canopy which is made of 1 3/8" powder coated steel with 10' between each upright and used primarly for backyard or special events. Bolting this unit to the end of a dock on one side and wooden posts to the opposite side where it gets windy and wet would not allow for easy access to remove the cover if needed in inclement weather, also indicated in the assembly manual . ShelterLogic carries a full line of product which may be more appropriate for this application than a $99.00 canopy. The second shelter which shows wearing on the cover would be covered under the warranty and ShelterLogic [redacted] gladly replace the cover providing we have a receipt or some proof of purchase indicating the model number and the date of when it was purchased.

Kind Regards,

Ann Lineweber

Review: I purchased a shelterlogic log hauler on 11 September 2014. The product was defective in that one of the wheels collapsed structurally the first time I used the product. I contacted the company on 29 September and spoke to a Mr. [redacted] who instructed me to email them some pictures of the failure and they would send me a set of replacement wheels. I complied with Mr. [redacted] request on 3 October 2014. He responded via email on that same day that he would send me a replacement set of wheels.

On 17 October I again emailed Mr. [redacted] explaining that I had yet to receive the promised wheels and requested he follow up and provide me tracking information on the shipment. As of today, (4 November 2014), I have yet to hear back from Mr. [redacted] or Shelterlogic. I also have not seen the replacement wheels.Desired Settlement: I would like the replacement wheels promised to me by the company so that I may attempt to use their product.

Business

Response:

Our Customer Service team strives to take ownership and provide you the parts you require in a timely manner. We apologize that you had difficulty with your product and had to contact us more than once. We did call you today and leave a voicemail to explain that we are shipping you a new [redacted]. To confirm your shipment, an email was also sent.

We appreciate your business and hope this resolution is to your satisfaction. If you have any other questions or concerns, please call us directly. [redacted] ###-###-####

I received a junk product. I live in upstate ny and this product was mangled from wind. They will not replace from wind damage. I will never buy from them again.

Review: We ordered 2 replacement canopies for one of our schools, after receiving them we found they were not big enough. I called the company to see if we could exchange for the size we needed and pay the difference. I was told we could send them back, but no credit or refund would be issued.I looked on their web site for any return policy, but nothing is stated. All we wanted was to exchange for the size we needed, offering to pay the difference.

Product_Or_Service: [redacted] AP CANOPY

Order_Number: XXXXX

Desired Settlement: DesiredSettlementID: Replacement

All we want is to get credit for the wrong size and exchange for the size we need, offering to pay the difference.

Business

Response:

Business Response /* (1000, 5, 2013/07/24) */

We spoke with Ms. [redacted] and advised Ms. [redacted] that she could return her merchandise and we would issue a credit, however Ms. [redacted] would not be issued a credit for the freight. Shelterlogic's policy is that we will accept back merchandise and issue a credit as long as the merchandise has not been set up and is in re-sellable condition. Shelterlogic will issue a credit for the 2 covers she ordered even though they came back not in re-sellable condition, doing this in good business practice. It appears that Ms. [redacted] ordered the wrong size canopy cover for her Canopy via our website. Shelterlogic does have a return policy listed on every page on our Website. This can be found at the bottom of each page under "Terms & Conditions"

Best Regards,

Manager, Customer Service

I FIND YOUR TENT CHEEP. WITH PARTS MISSING LIKE ANCHORS AND FRAME BARS FOR THE BACK AND FRONT BOTTOM POCKETS.TENT QUALITY AND FRAME QUALITY REAL POOR!YOUR COMPANY IS PUTTING OUT BAD PRODUCT SHAME ON YOU!

Review: I purchased a portable garage.When I received it all I had was the canvas covering,no frame.

I called the company and lodged a complaint and was told that ki model [redacted] was frame only,to get the frame I would need tobuy the complete kit.the frame can not be sold separately.

I purchase this from sears.no where in the advertising was it that this was canvas onlyDesired Settlement: Give me a refund and they pay for shipping

Business

Response:

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 reply.Sincerely,ShelterLogic Corp.

Christa S[redacted]

Director, Customer ServiceP ###-###-####C ###-###-####www.shelterlogic.com

Review: The shelter did not fit together the way they describe.

Assemble was a complete struggle from start.

The pieces of the this product twisted and bent,

Could not get the framing to square up the get the cover on.

Assembly video is a complete false advertising!

I bought the shelter because of the easy the video showed

I had six people for five hour trying to get this shelter together

Business

Response:

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

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