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:06/08/2023

  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 gazebo itself is wonderful, pretty good quality so far. I can't say the same for the ripped up cover. It says it's made of 200 oz tarp, which I suppose it's thick, but NOT thick enough for $330 and our winters. Does this mean that I have to pay $330 every winter to get a new tarp since mine will be destroyed??? I don't know. Seems wasteful.

  

  Business Response

  Date: 06/08/2023

  Hello *****, 

  Our records show you submitted a Warranty claim, and it was approved for a replacement Winter Cover. The Winter Cover shipped out on June 5th and is estimated to arrive at the end of this week. The order was shipped with the carrier ******* 

  Thank you

  Customer Answer

  Date: 06/08/2023

  
  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.  My complaint is more to make the Market aware of the low quality of the ***** covers.  They should be recalled, ppl should be reimbursed their payment as they don't last more than a winter.
  
  Sincerely,
  
  ***** *******

• Initial Complaint

  Date:04/26/2023

  Type:Service or Repair 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 10x10 shed in June 2022. We put it up in August and within a couple of months there was a big tear across the cover. In March 2023 I contacted customer service through the online portal and it would not accept the pictures. Around March 20th I finally contacted them by phone and did so several times throughout the month, and was finally given additional information to send my information and pictures by email to the warranty department. On April 11th I sent the email to **** Rogers from the warranty department but have not received any follow up.

  

  Business Response

  Date: 05/04/2023

  Hello ****, 

  We are sorry to hear about this! We will need to know which model shed you currently have. Each ShelterLogic cover/shed has an identifying re-order part/shelter model number located on a white tag or sticker on the inside of the cover. You can usually locate the model number on the inside corner of your building. Once you provide us with this number, we can place the order for a replacement tarp for you. Also, please confirm the shipping address.  

  We are looking forward to hearing back from you. 

  Customer Answer

  Date: 05/05/2023

  
  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:04/20/2023

  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.

  My 10 foot square shelter logic has a rip in it, it one year old bought from ******* in ********* ** have no receipt

  

  Business Response

  Date: 04/26/2023

  Hello *****, 

  We are very sorry to hear what happened to your Shelter. For us to process your warranty claim, we need you to provide us proof of purchase of the product and the model number/replacement part number to the main cover. We require valid proof of purchase to ensure that the Shelterlogic product was either acquired directly from us or from an authorized seller of Shelterlogic products and to verify the date and year it was purchased. Please provide us with this information and we will be happy to place an order for a replacement tarp. 

  Thank you

   

   

• Initial Complaint

  Date:04/17/2023

  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.

  purchased the Event Tent (20x20) model#*****/#***** on 4-12 at ******* in **** ***** **. The first issue with this product are the angle of piece numbered 10046 was not welded with the correct angle, and the holes were miss punched to not allow for the bolts to be used on parts labeled ****** with the miss punched holes on ****** / ****** This issue was resolved by not using the bolt (*****). the next issue was on part number *****the angle was not correct and made one of the legs to be offset by 10 inches and will not touch the ground and will fall out. The next issue was when following their directions the poles ******/****** there were not enough poles labeled ****** but there were poles labeled a number that was not even documented on the directions. i called twice using one number on the directions and was told nothing could be done and just return my money. the second call was from the number on the web page and I got the same person this time they took my name and number and instructed it could take 48 for a return call. any assistance would be grateful.

  

  Business Response

  Date: 04/26/2023

  Hello ******,

  We are sorry to hear about this! Our records show one of our representatives has already assisted you in placing an order for a replacement tent. The order shipped with the carrier **** *** ******t and the tracking number is ************. The carrier should be contacting you soon to schedule a drop-off delivery date. Customer satisfaction is very important to us and thank you to be given the opportunity to make this right.
  

  Regards,

• Initial Complaint

  Date:04/10/2023

  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 the Arrow Classic 10 ft. W x 12 ft. D Charcoal Metal Shed, 115 sq. ft. On 10/28/22 for $857, with a manufacturer 12 year warranty, from our ** local **** ***** . As of March this year the roof has already caved in (only 5 months from purchase). **** ***** informed me I needed to work with you as the manufacturer, during my call with your csr rep I was informed my 12 year warranty did not cover snow or natural disasters, I hardly find snow in ********* a natural disaster. We have not had any extreme weather out of the normal or had any other kind of property damage other than the shed. I do understand snow is heavy and we had a lot this season, but the entire purpose of the shed was to protect the lawn furniture from snow! If your product can’t withstand one ********* winter I don’t think you should be selling it here AND I don’t think you can put it in the same category as a natural disaster. Bottom line we spent $857 on a shed we didn’t really get to use- we built the base, built the shed (my husband is a carpenter btw so construction wasn't the issue), packed up our lawn furniture for the winter, and now it’s broken even before we get to unpack our stuff for summer,. Very disappointed in both the product and the customer service to resolve. The entire purpose of a shed is to protect belongings from outdoor elements and in ********* a major outdoor element is snow and your product is sold here so I don’t think it’s an unreasonable expectation that your product can withstand that or your warranty covers it.

  

  Business Response

  Date: 04/12/2023

  Hello Courtney,
  

  We are very sorry to hear about this! Yes, the Arrow Classic Shed does carry a 12-year limited warranty, but for “rust” only, not for acts of nature or improper assembly. Please note that our warranty department does work hard to treat every claim fairly and consistently, which is why they did not approve your claim due to it being an (Act of Nature) and acts of nature are not covered under the manufacturer's warranty. We do recommend that any accumulated snow should always be removed from the roof, which is the responsibility of the purchaser. Please understand that we cannot provide a refund for products purchased through third parties (retail stores) because we have not collected any funds directly. Customer satisfaction is important to us, thus we would like to offer you a discounted price on replacement parts needed to repair the shed, as a refund is not possible. If you wish to continue with replacement parts, please provide us with a parts inventory list to then quote you a price.

  Thank you

• Initial Complaint

  Date:03/17/2023

  Type:Service or Repair 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 pop up garage in late May 2021. The model was *****. This past December it collapsed when we had a snowstorm. I filed a warranty claim and was told the warranty doesn't cover things like snow and wind. I live in ** it snows a lot here. Why would they sell something that isn't rated for snow in **? And, where in the world is there not wind? Their solution was to give me 20% off a new purchase or 40% off replacement parts. Those would also not stand up to the snow. Why exactly would I want that? This sounds like a scam to me. They will sell an inferior product then when it breaks they will try to get you to give them more money. When you pay over $400 for something!

  

  Business Response

  Date: 03/20/2023

  Hello Jason,

  We are sorry to hear about this! Our warranty department does work hard to treat every claim fairly and consistently, which is why they did not approve your claim due to it being an (Act of Nature) and acts of nature are not covered under the manufacturer's warranty. We do recommend that any accumulated snow should always be removed from the roof, which is the responsibility of the purchaser. Furthermore, The Garage-in-a-Box® 12 ft. x 20 ft. x 8 ft model #***** is not live load rated, and it's not a permanent structure. This Garage-in-a-box is classified as a temporary structure and not recommended as a permanent structure. This information is listed in the instruction manual and on all websites. Please note we offer hundreds of different shelters with varying sizes, shapes, and strengths, that are indeed permanent and live load rated. Please understand 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 warranty. The discount the warranty department offered you is still available if you wish to move forward with a purchase or replacement parts. If you have any questions, please feel free to contact us at ###-###-####.

  Thank you for your understanding. 

• Initial Complaint

  Date:02/17/2023

  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 placed an order for the ***** 10x17 ****** Solarium - Light Grey/Black (***********) on 03/24/2022 (Order# JZKJCDELQ) with *************** (*** ****** *** ***** ******** *****). $5,589.95 plus tax of $531.05: Total $6,121.00. Item arrived with damaged parts and I emailed customer support, Sean H***** (****************************) at SHELTERLOGIC GROUP on 4/14/2022 and provided pictures of the damage. On 5/3/2022, via email, I was informed by Sean that the parts were placed on warranty order (***** - Warranty Claim (********) ******). On 6/21/2022, I was offered damaged parts as replacements by customer support (***************************) which I declined. On 8/25/2022, after repeated email queries from me, I was informed that new parts were delayed until December 2022. On 12/6/2022, repeated email queries from me, I was informed "Part A1 is in stock but we are still waiting for part A2. We cannot confirm an official return in stock date anymore as it's been pushed back a few times already. We are hoping for an early 2023 reception in our warehouse." On 12/19/2022, while awaiting replacement parts, I notified ***** that their product failed (structure collapse): "Your product FAILED while waiting for replacement parts to complete the build. See attached photos. What remedy can you offer?" On 12/22/2022, they replied: "We are very sorry to see what has happened to your screen house. We noticed that there was still a pending order for your wall panels. Due to unforeseen circumstances, this order has not yet been shipped." However, they denied warranty coverage for the product failure. On 01/11/2023 They offered this: "I have verified with my supervisor and he has confirmed that our previous statements still hold. As an exception we are able to offer a 15% discount on the cost of replacement parts." The product failure is due to their severe delay in parts replacement and negligence in completing their warranty. I would like to request a full refund.

  

  Business Response

  Date: 02/17/2023

  Hello ****, 

  We sincerely apologize for the inconvenience you experienced receiving damaged parts and waiting for replacement parts to properly assemble your Solarium. We strive to provide quality service and can assure you that this is not a common occurrence. Please note that we cannot perform a refund for products purchased through third parties because we did not collect any funds directly. However, because customer satisfaction is important to us and we want to find a resolution, we want to offer you a new Solarium, model #*********** (***** ****** 10 ft. x 17 ft. Solarium). This Solarium is as elegant as the ****** Solarium. We will love to send you a new ****** Solarium, but the product is currently out of stock. The ***** ****** 10 ft. x 17 ft. Solarium can be shipped to you at no cost. Again, we do apologize for the inconvenience, but we are not able to process a refund because the product was not purchased directly from ***** but through a third-party retailer. Please let us know if you would like us to process the order for a New ***** ****** 10'ft x 17'ft Solarium. 

  Thank you for your understanding.

  Customer Answer

  Date: 02/22/2023

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID 19413230, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  **** *****

• Initial Complaint

  Date:02/14/2023

  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 bought a Gazebo in march 2022. The gazebo had a 1 year warranty. The gazebo was damaged, but the company refuses to honor their warranty. First I was told several times that I didn't have a warranty and then after proving I did have one, I was told that they don't cover acts of nature (its an outdoor canopy). Next I was told I could receive a discount of replacement parts, which was a total of almost how much I Paid. the original price was over $1,300. After doing some research, this company is known for not paying on warranty claims and have many warranty complaints filed against them.

  

  Business Response

  Date: 02/15/2023

  Hello ********, 

  We are very sorry you feel this way! Please note that our warranty department does work hard to treat every claim fairly and consistently, which is why they do not approve claims that are caused by (Acts of Nature) and acts of nature are not covered under the manufacturer's warranty. However, the warranty Department did place an order for replacement parts for you on February 14th. The order number is # ********, and tracking information will be sent via email. For any future claims or if you have questions regarding your Gazebo, please contact us at ###-###-####, as our number One goal is to provide customer satisfaction.

   

  Thank you

  Customer Answer

  Date: 02/15/2023

  
  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,
  
  ******** ******

• Initial Complaint

  Date:01/18/2023

  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.

  Shelter logic won't honor their warranty. Their product not rated for wind or snow so naturally 3 months after I purchase it collapsed , they won't give me a refund but offer a replacement at 40 percent off knowing it will collapse when it snow aging , I would like someone to evaluate their metal I'm sure whatever gauge they claiming I false

  

  Business Response

  Date: 01/24/2023

  Hello ****, 

  We are very sorry you feel this way! Please note that our warranty department does work hard to treat every claim fairly and consistently, which is why we did not approve your claim due to it being an (Act of Nature) and acts of nature are not cover under the manufacturer's warranty. We do recommend that any accumulated snow should always be removed off the roof, which is the responsibility of the purchaser. Please understand that we cannot provide a refund for products purchased through third parties (retail stores) because we have not collected any funds directly. We apologize that you are not satisfied with the solution provided but we have handled this as reasonably possible by offering a replacement unit that is indeed live load rated that can withstand snow and high wind when installed and anchored correctly. If you wish to continue to discuss this in more detail, please do not hesitate to contact us at ###-###-####.

  Thank you

• Initial Complaint

  Date:01/11/2023

  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 March 2022. (12 ft. x 20 ft. x 8 ft. ********* ****** Garage-in-a-Box RoundTop, *****) Installed as per manufacturer guidelines. Under normal use and normal weather conditions the cover deterioration resulted in thining of the cover resulting in tears. This canopy has not seen any severe weather. I filed a warranty claim with company and was advised they don't cover "acts of nature". An act of nature to me is not sunny days but rather an abnormal weather situation ie. Tornado, hurricane, hail etc. Shelter logics warranty claims they cover rips tears etc from manufacturer defects. If the cover does not support one years use due to normal UV rays in ******** ******** to me that's a manufacturer defect. The only resolution I will accept is the honoring of stated warranty and replacement of the cover.

  

  Business Response

  Date: 01/12/2023

  Hello ****, 

  Thank you for reaching out to us! We are very sorry to hear about this! After carefully reviewing your claim, the warranty has been approved for a replacement COVER KIT to the ROUND GIB MODEL # ***** 12X20X8 GREEN. The order will ship out in approximately 10 to 14 business days. Once the order ships, you'll receive tracking information via email. Again, we do apologize for the inconvenience. If you have any questions, please contact us at ###-###-####.

  Thank you

  Customer Answer

  Date: 01/17/2023

  
  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,
  
  **** ******