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:03/01/2024

  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 made online purchase in 1/2024 & upon delivery of item, I contacted customer service via email to request what I believed was missing hardware. They responded by sending a second item but no hardware. At that point I dropped the matter. Several weeks later, I received 2 unsolicited orders from this company for items I did not order and did not want. I contacted the company via phone and was instructed to keep or dispose of 1 item and leave 2nd item at door front for pick up. The 2nd item was picked up as promised. After a couple of weeks went by, a ***** delivery of the box containing the returned item was attempted but refused by me. Days later, a duplicate item was delivered matching the first item referenced above. I contacted company via phone and again was instructed to keep or dispose of item. Today I received the duplicate item for a 3rd time. I am utterly stymied by this business practice and will contact this state’s Attorney General’s consumer advocacy agency and the ******** ********* ********** ****** to file complaints if this company attempts to bill me for any of the erroneous shipments

  

  Business Response

  Date: 03/01/2024

  Hello *******,

  We are sorry to hear about your frustration. Our records show that we sent out two orders to you, the one order you paid for, and the replacement order we sent free of charge. Please note that you were not charged for the replacement order we shipped. Lastly, the Shade sail only includes the rope. One can obtain the Hardware at a local hardware store. You will need the Hardware mounting kit. The kit should consist of (Turnbuckle, drop-in anchor, eye bolt, washers, hex nuts, and wire rope clips). This information is listed in the instruction manual. If you have any questions or wish to discuss this in more detail, please feel free to contact us at ###-###-####.

  Again, we do apologize for the inconvenience, and you won't and have not been charge for the additional shipments.  

  Thank you, 

  ShelterLogic. 

• Initial Complaint

  Date:02/27/2024

  Type:Product 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 replacement cover for my Garage in a box, less than 8 months a mild storm came through and poked holes in my cover. I reached out to ShelterLogic and they said it wasn't covered by a warranty because they don't cover any weather damage. I sent them a video showing them that the fabric had weakened to the point that I can easily poke a hole through the cover with my finger, which should be covered by their workmanship warranty, they denied it. I am extremely disappointed with this company not standing behind their products.

  

  Business Response

  Date: 03/01/2024

  Hello ****,

  Your replacement cover-kit request has been approved. We would like to offer you the option to upgrade to a heavier grade PVC cover-kit for the cost difference + shipping. If you do not wish to upgrade, we will ship out the standard cover kit free of charge. Please note that the standard cover kit in Grey is currently not available. We will send the replacement standard cover kit in Green instead. We do apologize for the inconvenience.

  Here’s the breakdown:
  
  14.5 0z HD Poly-Vinyl - Green, Grey, Tan, White 
   Life expectancy: 10 years
  Warranty: 10-year limited pro-rated warranty on cover only, 3-years on the doors.
  Standard CVR-kit cost is $259.99 – HDY CVR-kit cost is $779.99 = YOUR COST $520 & TAX + $96.08 (SHIPPING).
  
  21.5 0z Ultra Duty Poly-Vinyl- Green or White ONLY 
  Life expectancy: 15 years
  Warranty: 15-years limited pro-rated warranty on cover only, 3-years on the doors.  
  Standard CVR-kit cost is $259.99 – Ultra CVR-kit cost is $1,089.99 = YOUR COST $830 & TAX + $116.73 (SHIPPING).
  
  Please confirm which option you’d like to go with. Also, the package will be shipped to the same address on file to ******* ***

  
  Thank you

• Initial Complaint

  Date:01/29/2024

  Type:Product 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 10x20 domed Shelter Logic shelter in Fall of 2022. This summer I noticed the tarp was quickly disintegrating in the sun. Now tares are appearing and it likely will tear through putting my boat in storage at risk. This is very poor quality fabric that appears to have absolutely no sun protection in the fabric. I would advise anyone considering the purchase to find alternatives that will last more than 18 months . Very shoddy material and unethical business practice.

  

  Business Response

  Date: 01/30/2024

  Hello ****, 

  We are awfully sorry to see that you are unhappy with your cover. Please know that fabric life is affected by the application, location, and the physical elements the shelter is exposed to. If you live in an area that gets more sun exposure than most of the cover, along with exposure to other elements such as strong winds and snow (if applicable), it can also affect longevity. We do offer replacement cover kits in Standard, 14.5 oz Heavy-Duty PVC, and 21.5 oz Ultra-Duty PVC material. The heavier materials have a longer warranty and life expectancies, which might better suit your needs. Lastly, please note that we cannot provide a refund for products purchased through third parties (retail stores) because we have not collected any funds directly, and it's been over the 1-year limited Manufacturer’s warranty from your original purchase. If you wish to purchase a new replacement fabric top to your shelter in a heavier grade PVC material, we'll be happy to offer you a 20 % discount off the price + shipping as one time courtesy. Please understand we normally don't offer discounts on our custom-made heavier grade fabrics.  

  Terms & Conditions (***************)

  Please let us know if you wish to move forward with this order. If so, please confirm the model number to your shelter to quote you a price. 

  Thank you for your understanding. 

• Initial Complaint

  Date:09/25/2023

  Type:Product 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.

  Bought a 10x20 shelter. Shelter lasted less than a year. Received a replacement and it last less time than the original cover. Now you want $380.00 for another cover that won't last. This should be illegal. What a scam. Hopefully someone brings a class action law suit. I'll be the first to sign.

  

  Business Response

  Date: 09/26/2023

  Hello ****, 

  We are awfully sorry to see that you are unhappy with your cover. The standard cover does include a 1-year limited warranty and if anything goes wrong within that time frame, we strongly suggest submitting a claim. Our warranty department does work hard to treat every claim fairly and consistently, which is why they did not approve your claim the second time as they had already sent out a replacement tarp under the original Warranty. Please note that there are (3) different grades of material being the 6.5 oz standard fabric, 14.5 oz Heavy-Duty, and 21.5 oz Ultra Duty material. The heavier grade canvas has longer warrantied and life expectancies, which might better suit your needs. Please know that customer satisfaction is important to us, and we want to find a resolution. As a courtesy, we want to offer you 10% off the heavier grade fabric that can most likely last you up to 10 years. 

  Please confirm the model number of your shelter to properly provide with the final cost + shipping.

  Thank you.

  Customer Answer

  Date: 09/27/2023

  
  Complaint: ********
  
  I am rejecting this response because:

  This is terrible response. Trying to up sell me on another cover when these covers are supposed to last atleast a year. The first cover did not last a year and the second cover lasted less than the first. This is a scam and people are being ripped off. 

  If the cover is suposed to last a year then cover the warranty. No where does it say when purchasing the product you only cover one replacment. Your company knows these covers will fail and you should be held responsible for misleading.

  
  
  Sincerely,
  
  **** *****

  

  Business Response

  Date: 09/27/2023

  Hello ****, 

  We are sorry you feel this way. Unfortunately, we are not able to send you another replacement canvas as the warranty is limited to one replacement for the remainder of the 1-year limited warranty, as it’s not a lifetime warranty as stated in the instruction/owner’s manual. Please note that customer satisfaction is important to us, but we need to be fair and consistent with all our customers regarding our Warranty policy. The discount is still available if you wish to move forward in purchasing a replacement canvas for your Shelter.

  Thank you for your understanding. 

  Customer Answer

  Date: 09/28/2023

  
  Complaint: ********
  
  I am rejecting this response because:

  This is a scam, you're company is aware of this issue and you should be held accountable. I will take it upon my self to inform potential buyers of this product not to waste their money. I feel it's a good honest citizens duty to reach as many people as possible and let them know my situation.
  
  Sincerely,
  
  **** *****

  

  Business Response

  Date: 09/28/2023

  Hello ****, 

  We understand your frustration, but as previously stated, we need to be fair and consistent with all our customers, as we will not be able to send out another replacement tarp free of charge. The discount offer is still available if you wish to upgrade the canvas to a heavier grade material that's double & triple the weight of the original standard fabric.

  If you have any questions, please feel free to call us on ###-###-####.

  Thank you for your understanding. 

• Initial Complaint

  Date:09/25/2023

  Type:Product 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.

  ShelterLogic® RoundTop® 13 x 20 x 10 Gray Fabric Instant Carport Shelter This product is a big waste of money. I have only had this ShelterLogic® RoundTop® 13 x 20 x 10 Gray Fabric Instant Carport Shelter for 1 year and the tarp on it has torn at the seem line straight down the top center. This is the 2nd time I bought one, the first one was about 10 years ago and the tarp is still in one peice and I was happy with the first one so i bought another and paid close to $700.00 for it. The 2nd one I only purchased a year ago and the seem just started to split and went all the way down the top center. It has been a big waste of money and I would not recommend anyone to waste their money on it.

  

  Business Response

  Date: 09/25/2023

  Hello *****,
  

  We are sorry to hear your cover only lasted 1 year. Please know that fabric life is affected by the application, location, and the physical elements the shelter is exposed to. Also, all our shelters do include a 1-year limited manufacturer's warranty. To further evaluate your claim, please provide us with proof of purchase. We require valid proof of purchase to ensure that the Shelterlogic product was acquired either directly from us or an authorized seller of Shelterlogic products and to verify the date it was acquired. 
  

  Please provide us with proof of purchase. We are looking forward to hearing back from you. 
  

  Thank you.

• Initial Complaint

  Date:07/25/2023

  Type:Product 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 bought 12x 14 ***** ****** ** gazebo it came with complete damaged roof filed damage report as soon as I found out. I had to pay for contractors to come in for installation and then when the boxes were opened this issue was found. I asked them I don’t want this product. They did not take the return I also insisted that if that is the case I need a different product but they didn’t agree and shipped a replacement Gazebo without my consent. They didn’t adhere to their return policy as well as they were having a worst customer service. Seems they operate from ***** ******* and not based in North America. I would like to go to consumer court and file complain for mental harassment and financial loss for paying contractor twice as well as they not complying with their own policy.

  

  Business Response

  Date: 07/26/2023

  Hello ****** 

  We are sorry to hear about your negative experience. There are some points we'll like to go over first.
  The original Gazebo you purchased was the ****** ** ***** ***** Gazebo. Due to unforeseen damaged parts, the Warranty department happily replaced it for you and shipped out a new Gazebo under warranty. However, you're stating now you want a different style/model Gazebo. Unfortunately, we are unable to send you a different style model Gazebo because you originally purchased the ****** ** ******* ***** ***** ***** Gazebo, and that's the product we replaced for you. Furthermore, the first Gazebo cannot be returned because you've already started the assembly. Please note that before one starts to assemble any products of ours, we require consumers to perform a full-inventory parts list check to verify that all parts are accounted for and not damaged. Yes, the first gazebo arrived with some damaged parts, but that was rectified when we shipped out a brand-new Gazebo as a replacement. Please review our terms and conditions as we followed every step to accommodate your damaged parts. For a full refund, ShelterLogic is only able to accommodate canceled orders that have not yet been shipped to the customer and have not yet left one of our warehouses. Regarding returns, the Returned products must be in their original packaging, unused, or in sellable condition. If the product is returned in unsellable condition or unused, ShelterLogic will not issue a refund.

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

  Thank you

   

  Customer Answer

  Date: 07/27/2023

  
  Complaint: ********
  
  I am rejecting this response because:

  I have asked for return the product before they shipped there was a clear communication done and have email proof.

  shelterlogic has asked in email clearly what they would like me to do instead of waiting for my response they just shipped the replacement product.

  I was worried about the quality of the product so if return was not the option so I asked if I can get a different product.

  I was ready to pay the difference on cost.

  if shelterlogic look what they shipped me was a complete new gazebo so there was no issue of re-selling the damaged or assembled product for them.

  it was about good customer service experience guess my mistake was not getting it from a store like Costco who had a good reputation was my mistake.

  I guess shelterlogic should have its own quality check done before shipping but seems it’s customer’s responsibility buyer’s beware philosophy !
  
  Sincerely,
  
  ***** ****

  

  Business Response

  Date: 07/31/2023

  Hello *****, 
  

  We understand your frustration. Please note the Warranty department does not issue refunds or product exchanges; they're responsible for quickly remedying the issue by replacing possible damaged products or parts, so that the consumer can quickly resume the product installation, which is why the 2nd Gazebo was shipped out the same day of the email exchanged. As this is still under review, we'll like to gather more information from you. Please confirm if the 2nd Gazebo the warranty department shipped you is still in the box, without being opened or any parts taken out. You've stated you wanted a different style of Gazebo and were looking to pay the difference. What's the model number of this product you were referring to so that we can investigate that as a possible option? Lastly, has the 1st gazebo been disassembled?
  

  We are looking forward to hearing back from you.
  

  Thank you

• Initial Complaint

  Date:07/24/2023

  Type:Product 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 Shelterlogic 10 x 20 Portable Garage from ******** **** in August 2022. I began to show wear on the side of the roof facing the sun during the first winter. After the 2nd winter the fabric coating had lost its integrity and color. The portion of the roof subject to the most UV rays from the sun is now translucent and leaking like a seive. With the majority of the fabric coating gone on the Southwest top, holes began appearing as the roof integrity diminishes. This product's waterproof sealant is clearly defective. My previous Shelterlogic was tan colored and lasted 8 years before a tree fell on it. This dark gray painted Shelterlogic has disintegrated within 2 years. The Shelterlogic Company offered to sell me a replacement roof at nearly the price I paid for the entire garage in a box. Rather than replace the defective product for free or a nominal cost, they wish to be rewarded a handsome profit. Bearing in mind that I have many hours of labor to change this defective part. It stings like salt in the wound. **** *********

  

  Business Response

  Date: 07/24/2023

  Hello ****, 

  We are awfully sorry to see that you are unhappy with your cover. The standard cover does include a one-year limited warranty, and if anything goes wrong within that time frame, we strongly suggest submitting a claim. Please know that fabric life is affected by the application, location, and the physical elements the shelter is exposed to. If you live in an area that gets more sun exposure than most of the cover, along with exposure to other elements such as strong winds and snow (if applicable), it can also affect longevity. We do offer replacement cover kits in Standard, Heavy-Duty, and Ultra-Duty material. The heavier materials have longer warrantied and life expectancy which might better suit your needs.
  
  To further evaluate your claim, please submit a proof of purchase/copy of your receipt and photos of the shelter. The photos you've submitted cannot be opened. The file acceptable are doc, docx, xls, xlsx, ppt, pptx, pdf, png, jpg, gif, bmp, txt, rtf, tif, or zip.

  Thank you

• Initial Complaint

  Date:06/19/2023

  Type:Product 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 10 X 15 carport online from Shelter Logic on October 6, 2022. It was delivered mid-October. Shortly after installation in February and March 2023, rust appeared in many places. The product is guaranteed to withstand "all weather conditions," but it has not "resisted corrosion" in the salty air of the ********** coast within just a few month's time. I notified the company of the problem. They will not honor the warranty saying that the rust has to "perforate" the shell before there will be compensation. I am seeking payment for application of a protective coating and they will not even support that. Instead they responded that I should "sand the surface lightly and apply a spray coating." Maybe they should have put a better coating on in the first place!

  

  Business Response

  Date: 06/20/2023

  Hello ******,
  

  We are sorry to hear about your frustration. Please note our warranty department does work hard to treat every claim fairly and consistently, which is why they did not approve your claim. The roof panels and frame need to be taken care of with maintenance and care since it's the consumer's responsibility to prevent it from rusting due to the salt air. Many of our customers in that region and other areas of the world have taken precautions by applying wax material to their sheds and Carports to prevent it from rusting, as people do the same with their vehicles. Though, because customer satisfaction is important to us, as a one-time courtesy, we will place an order for new panels. However, we won't be replacing it a second time free of charge if it would happen again. Please note all the roof panels need to be replaced, or the re-installation won't work. The order will be shipped to the same address where the original carport was shipped to.

  Please confirm to process the order. 

  Thank you

  Customer Answer

  Date: 06/21/2023

  
  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.
  
  Sincerely,
  
  ****** *****

• Initial Complaint

  Date:06/16/2023

  Type:Product 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.

  The pictures represent the the issue that I am experiencing with the front zipper door of two garages. Holes are appearing along the creases where the factory folds which were introduced during the packing/shipping process. This is the second time this has happened, which is why I was forced to buy new doors on invoice # *******. At the present time I have applied ******* tape to prevent the holes from getting any larger. I realize the doors are out of warranty but unfortunately, history is repeating itself and I'm going to be forced to purchase another set of doors sooner than later. I've been a customer since 6/2009 and on a whole have been happy with the Shelter Logic product. I just wish the doors would last as long as the covers do.

  

  Business Response

  Date: 06/20/2023

  Hello ******, 
  

  We are awfully sorry to hear that you are unhappy with your end panel. As you pointed out, the end panel is out of the warranty period as it was purchased back in May 2021. Unfortunately, we aren't able to replace the end panel under warranty. However, because customer satisfaction is important to us, as a courtesy, we would like to offer you the option to upgrade the end panel to a heavier grade panel that is made of poly viny, and it comes with a 3-year prorated warranty for the cost difference + shipping.
  

  Here's the breakdown. 
  

  A standard end panel cost $141 
  

  Heavy-duty end panel cost $213 
  

  You'll pay $72 + tax for (1) Heavy-duty end panel + $19.59 (for shipping). If you want two end panels, the cost will be times (X2).
  Please confirm for us to process your order. 
  

  Thank you

  Customer Answer

  Date: 06/20/2023

  
  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.
  
  Sincerely,
  
  ****** ******

• Initial Complaint

  Date:06/12/2023

  Type:Product 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.

  Purchased a ***** ****** chair 3/23/22 from Bed Bath & Beyond. Chair delivered damaged. Store directed me to contact ***** ****** for replacement. ***** ****** connected me with Shelter Logic as the company that handles product warranties. I emailed and called Shelter Logic over the past 10 months. I am not getting any responses.

  

  Business Response

  Date: 06/15/2023

  Hello *******, 

  We are sorry to hear about your frustration. Our records shows that one of our representatives has already placed an order for a new replacement chair for you. The order shipped with the carrier *** and the tracking number is ******************. Please note customer satisfaction is very important to us and we thank you for giving us the opportunity to make this right.
  

  If you have any questions, please contact us on ###-###-####.
  

  Thank you!

  Customer Answer

  Date: 06/15/2023

  
  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.
  
  Sincerely,
  
  ******* **********