Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:10/16/2023

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  ORDERED A SHED ON 10-07 VIA THEIR WEBSITE. DID NOT RECIEVE ANY EMAILS THAT THEY RECEIVED THE ORDER. CALLED THEM ON MONDAY TO FIND OUT. CALLED AGAIN ON TUESDAY. EMAILED ON WEDNESDAY. AS OF TODAY 10-13 I HAVE LEFT 7 VOICE MAIL MESSAGES AND SENT 2 EMAILS. JUST WANT TO MAKE SURE THEY DO NOT TAKE MY MONEY AS I HAVE FOUND AN ALTERNATIVE. JUST NEED A PHONE CALL BACK. WANT TO MAKE SURE ORDER IS CANCELLED. ALL THE MESSAGE SAYS IS WE WILL CALL YOU RIGHT BACK.

  Business Response

  Date: 10/16/2023

  There seems to be a lot of confusion on this customers end and we have been attempting to clear this up for 2 weeks.  The original order date was on 9.30, not 10.7 as stated in the complaint.  I have attached a copy of the transaction showing where the card holders issuing bank declined the transaction due to a mismatch of what they entered online "Transaction Status:  Declined  (This transaction was declined due to a card code mismatch with the card code on file with the card issuing bank".  

  We have sent emails to both **************************** and ******************** with these details.  The buyer is emailing from multiple email addresses and calling from different phone numbers which may be causing the confusion when we respond to them.  The order was DECLINED by their bank and as a result, nothing has been charged and nothing will be charged.  The order was VOIDED in our system.  

  We encourage the customer to check their SPAM folder.

  From: Portable Garage Depot <***************************************>
  Sent: Friday, October 6, 2023 12:28 PM
  To: '**** *******' <********************>
  Subject: RE: Order

  From: Portable Garage Depot <***************************************>
  Sent: Thursday, October 12, 2023 7:36 PM
  To: '********************' <********************>
  Cc: '****************************' <****************************>
  Subject: RE: Order

   

• Initial Complaint

  Date:07/31/2023

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  1. Date of transaction: 6/23/2023 2, Amount paid: $3974.13 3. What Portable Garage Depot was to deliver: Within 10 days, begin delivery of the following: 1 14'Wx20'Lx14'H House Wind/Snow Rated Portable Garage ID:********* (Forest Green,14.5oz Industrial (Must add upgrade charge from Fabric Cover Upgrades below)) $2,768.00 $2,768.00 1 14.5oz Industrial Forest Green,Gray,Tan or White Upgrade-$900 ID:14.5oz-900 $900.00 $900.00 4. Nature of dispute: I have received nothing since the emailed order confirmation on 23 June. The company will not return my phone calls or emails, which I have left messages continuously since placing my order. The phone number they provided and linked in the confirmation order, ###-###-####, takes to a "Walmart $100 gift card" site, and has nothing to do with Portable Garage Depot. 5. Portable Garage Depot has not tried to resolve this issue at all, as they will not answer phone calls or emails. 6. Acct tracking number: ***** Copied from confirmation email: Thank You for Your Order! Your Order Number is: ***** If you have any questions about the status of your order, please call ###-###-####. Thanks in advance for any assistance you can provide *********** ** ******* ###-###-####

  Business Response

  Date: 08/01/2023

  The cardholder contacted their issuing bank and disputed the transaction, so a refund in the full amount of the order ($3974.13) was refunded on 7.16.23.  

  Customer Answer

  Date: 08/03/2023

  The money Portable Garage Depot claims to have refunded has yet to show up at my credit card company.  Only once it has, then I will close this complaint.

  Thanks for your support and assistance, 

  ***** *******

• Initial Complaint

  Date:06/27/2023

  Type:Delivery Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a Replacement Top (Order #*****) for item ***** in the amount of $155.14 on May 18, 2023. I have tried several times to call the telephone number on the website, the telephone number on the receipt and I have emailed the address listed on the website as well as within the recorded message on the phone number. I have never received any response, from any of this, at any time. The telephone number on the order receipt, to check for order updates, goes to a service that asks for medical insurance information and did not seem related. Three calls to this number all presented the same messages. Calling the website number (which is different) always goes to voicemail and gives you an email address to use for questions regarding your order. This phone number I have tried 4 times at differing times of day and I have never spoken with anyone or received a call back. The email goes unanswered after 6 separate attempts. The charge was processed by my credit card company on May 19, 2023. It has been over 6 weeks with no communication, no product and I cannot move forward without this product delivery resolution. I will now be disputing the charge with my credit card company as I believe this Portable Garage Depot operation is fraudulent. If they were legitimate I feel some level of communication would have evolved from my multiple attempts at contacting them,as the product is now so long delayed from the order date.

• Initial Complaint

  Date:11/08/2022

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I contacted Portable Garage Depot through email on October 17th regarding the purchase of a portable garage. I was told the frame was in stock and it would take 10 days to manufacture the cover. I purchased the garage over the internet on O** 18th and they billed my credit card on the 19th. I emailed Portable Garage asking for an update 10/3/22 with no response. I called the number on their website several times ###-###-#### and it always goes to voicemail. I have left two messages with no call back. On 11/7/22 I sent an email and left a voice message telling them if I did not receive a status update I was canceling my order and contacting my credit card company. To date I have not receive any update from Portable Garage and the number on the invoice does no work. I've reviewed other complaints and it's the same pattern. They don't return calls or emails and make excuses after people are forced to complain on BBB.

  Business Response

  Date: 11/20/2022

  Mr. ********* filed a complaint asking for a refund however he called our office and asked for the order to still be shipped out.  As you can see from the attached delivery receipt, Mr. ********* not only took delivery of the item, he also signed for the shipment.  After receiving the order, Mr. ********* contacted us stating we sent him the wrong size.  He demanded a partial refund for our mistake.  We provided the information to him, proving what he ordered and received was the corre** size, but he then proceeded to still demand a partial refund.  

  Every email to Mr. ********* was replied to and while the order was delayed, he stated that he still wanted the item.  We shipped the customer exactly what he ordered however not he wants to keep the order and receive his money back.  Mr. ********* is now stating he was unaware the shelter he ordered is a ************ brand however the website shows it, every single box he signed for has the brand name on it, and the bill of lading for the shipment shows it shipped directly from ************.  The tracking information even stated it was shipping from ************.  Each and every time we address his concerns, his response is "lets negotiate a lower price". Mr. ********* took delivery and has in his possession, the exa** item he ordered from us online.  It's my opinion that Mr. ********* is filing this in hopes of getting a full or partial refund back to his card.

  Customer Answer

  Date: 11/21/2022

  
  Complaint: ********
  
  

  I am rejecting this response because: Portable Garage Depot never represented at any time they were selling me a ******* ***** carport. They specifically stated in the original email inquiring about stock and estimated ship date that the frame was in stock and it would take 10 days to manufacture the cover (Portable Carport Depot does not stock or manufacturer anything). In addition their site represents the cover with a warrantied for 10 years,  ******* *****'s warranty is a 10 year "prorated warranty". In addition ******* *****'s manufacturing is in 2 factory's in China which I only found after extensive research. Even the video on Carport Depot front page is deceptive, never mentioning ******* ***** (https://www.portablegaragedepot.com/). Portable Garage Depot only shipped the garage after my credit card company reversed the charges. I did except delivery of the unlabeled boxes and didn't discover it was a ******* ***** carport until after I opened one of the boxes. ******* ***** has a terrible reputation and I would never purchase any of their carports. ****************************************************************

  I expressed my dissatisfaction with the carport brand and asked for a return authorization # or to negotiate a lower price to save the hassle. His reply was we have your credit card payment and aren't interested in negotiating.

  Perhaps their deceptive practices is an issue for the State Attorney General... FYI: Their address is a small strip mall in ** that has no business in their name and the phone number on the invoice doesn't work and with a little research is linked to a condo in *******.
  

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

  Business Response

  Date: 11/21/2022

  Per the Terms and Policies page we have listed on our website (which is where Mr. ********* placed his order), orders placed and made in the 14.5oz cover material cannot be returned.  I have attached a screenshot of that to this response.  We are trying to be fair in this situation and we are willing to accept a return of the item.  We will even waive the 30% restocking fee.  Mr. ********* would however be responsible for the return shipping on the order since we did ship him exactly what he ordered.  Once the item is delivered back to our warehouse, we are willing to offer Mr. ********* a full refund of the original purchase price.  I feel that this offer is fair since we are waiving both our return policy AND our restocking fee.  

   

  Customer Answer

  Date: 11/21/2022

  
  Complaint: ********
  
  I am rejecting this response because: Nothing the seller states shows proof that they did not misrepresent what they sold me. Given ******* *****'s reputation and where I live I will be lucky if the carport lasts much over a year. I'm not paying to return a produ** that was misrepresented. Since their willing to wave the "restock" fee I'd be willing to except a 30% discount on the item and wave any future warranty and except the item "as is". If excitable I will conta** my credit card company and approve a payment of $1052.26 to conclude this matter. This does not mean I'm satisfied but I'm willing to except it as a compromise. 
  
  Sincerely,
  
  ***** *********

• Initial Complaint

  Date:09/19/2022

  Type:Delivery Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a replacement cover costing over $150 on September 5th. Over the last 2 weeks I have called and left voice messages and emails to the company. There is never a response. I am debating about contacting my bank to claim a fraudulent charge to this purchase. It seems as though this company just takes people's money for products that they never send out. Only if a purchaser makes enough stink will they issue them a refund. Otherwise they seem to never send a product and just keep people's money. Not a bad scam, I'll probably need to report it to the authorities if I still never get any response.

  Business Response

  Date: 09/19/2022

  Please see the attached screenshot from our order admin.  I am not sure which phone number this buyer is attempting to call however we have received no calls or messages from them.  As for the online order, we can see in our system that they did attempt to place an order with us back on September 5th 2022 however their **** **** declined because of insufficient funds.  Nothing was ever charged to this buyer and we do not have an open order that we havent shipped them.  Our system did email the buyer a message on September 5th letting them know that the transaction did go through and gave them the option to re-submit the order with a different credit card but that was never done.

   

  This is not a legitimate claim since the buyers credit card was declined and they do not have an order with us.  The claims of this sale or us as a company being a scam are false and defamatory.  

  Customer Answer

  Date: 09/19/2022

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. Even though I only did receive a confirmation email, not a decline email. I did have plenty of sufficient funds and don't know why their system would reject it when I had plenty of other purchases with plenty of funds that went through. Also I called their number provided on their website with their voice message and emailed them to their customer service, and never received anything from them. However,  I did check my bank statement and was not charged for this purchase. Their customer service seems to be extremely poor comma so I will definitely be going elsewhere to purchase products. I am grateful for the BBB's assistance in this matter. 

  
  
  -******* *****

• Initial Complaint

  Date:08/02/2022

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a portable garage tent cover from Portable Garage depot **** ******* *** *** ***** ** Online on June 21st. 2020 for $135.79. This payment went through *** *** Transaction ID # *****************. I tried to reach out to the company multiple times to find out the status of my order got no responses. I then went through *** ***s' resolution center, and They finally responded saying the item was backorder would be in shortly, so I agreed to keep the order open. I has now been a month since that promised date and I have again tried to call, text, and email the company and got no response and ****** can no longer help. I just want a refund and Ill purchase from a company that actually has customer service.

  Business Response

  Date: 08/02/2022

  Not a problem at all.  Customer was notified of the backorder and opted to keep the order in the system so that it would ship out once they arrive.  The expected delivery date for these replacement covers is Friday August 5th.  Per the customer's request, we have issued a full refund and the order has been removed from our shipping queue.  Unfortunately, the delays from ***** continue to exist and the slow unloading of arriving containers have caused some products to take longer than expected.