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:04/30/2024

  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.

  We bought the tent but were not told we needed a door kit as the previous tent came with it. We called to place the order to replace a previous tent as the roof of the tent ripped off and not under warranty which was understandable. when my husband put the tent up to reach the top is about 8 feet tall and can not reach it. when he called he was told it was 7 feet tall and could buy a door kit. the representative who sold us the tent should have told us it did not come with a door kit.

  

  Business Response

  Date: 05/01/2024

  Hello *****, 

  We are sorry to hear about your
  experience. To further assist you, we need to gather more information as to
  what shelter model do you own. What's the order number of your replacement that
  you ordered? Or, if you can provide us with the phone number you used to place
  the order.

  We are looking forward to hearing back from you. 

  Regards, 

  ShelterLogic

  Customer Answer

  Date: 05/02/2024

  The phone number that placed the order is ###-###-####.  

  Customer Answer

  Date: 05/02/2024

  The phone number is ********** that placed the order.  

  

  Business Response

  Date: 05/03/2024

  Hello *****, 

  Thank you for your response. We were able to locate your
  order. Yes, the Shed-in-a-Box® 8 ft. x 8 ft. x 8 ft. Gray. Model #: ***** does
  not come with a roll up door kit, as only certain shed-in-a-box models sold
  through third party retailers include that accessory. Most cases, that
  accessory is sold separately as it's optional. The shed-in-a-box comes with a
  unique feature that incorporates grommets/eyelets that only come on the
  standard cover-kit. The front door can be rolled up manually and tied up with
  bungee cords through the eyelets. We understand the shed has a door height
  opening of 6'11" where the door can be rolled up to and the overall peak
  height of the exterior shed-in-a-box is 8'ft. Most consumers utilize bungee
  cords to keep the door open. We do apologize for the confusion this may have
  caused. As a one-time courtesy, we will be shipping you out a roll-up door kit
  accessory for the inconvenience as a price adjustment is not possible. 

  The order has been placed. The order number is #*******. (This order will ship to the same address on file). 

  Again, we do apologize for the inconvenience. 

  Thank you for choosing ShelterLogic!

  Customer Answer

  Date: 05/06/2024

  
  
  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.  They went above and beyond.  Thank you so much.
  
  
  
  Sincerely,
  
  
  
  ***** ***** ******

• Initial Complaint

  Date:04/22/2024

  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.

  We purchased a shed from *********. The shed is of very low quality. Every time we have a normal rainstorm the shed falls over or twists, bends, breaks, tears, etc. We have attempted to secure it to the concrete which did not help and now the only thing holding it up is it being strapped to our lawnmower making us unable to use our lawnmower for fear the shed will fall over. ***** employees helped me get in touch with the company advising that there was a warranty that should cover normal damage of the shed. The first person I spoke to at the company refused to help me and told me I had to call ***** back to get any help. I then had to call back telling and that person told me the only thing the warranty covered was rust. When I told them ***** informed me of the warranty policies to cover normal damage only then did they agree to work with me. I provided pictures per their requests it took them weeks to get me in touch with the warranty department only for them to tell me that the shed is basically not rated to handle any type of weather and the best they can do is offer a discount to buy replacement parts which given the warranty and the quality we feel is not acceptable as we will be buying replacement parts the rest of the time we have the shed. We are now having to purchase our own materials to build a new shed.

  

  Business Response

  Date: 04/23/2024

  Hello *********,
  

  We are very sorry you feel this way! Please know 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 cover under the manufacturer's warranty. Please understand that we cannot provide a refund for products purchased through third parties (retail stores) because we have not collected any funds directly. Lastly, we do offer live load rated shelters that are more suitable for your specific needs. For assistance in your search, please feel free to call us on ###-###-####.
  

  Thank you for your understanding. 
  

  ***** *****. 

  Customer Answer

  Date: 04/23/2024

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

• 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,
  
  
  
  ****** *****