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: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,
  
  
  
  **** ******

• Initial Complaint

  Date:12/23/2022

  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 paid $741 dollars through fingerhut for a 10x20 portable shelter. The first minor windstorm flipped it over and tore the metal poles used to build it.these were winds less than 25mph. The company replaced the unit. The next windstorm had wins over 40 mph and even though I added cement blocks to 2 of the corners it was flipped over again. The manual states that we should remove the cover if expecting windy conditions. How does that protect your property if the winds are part of a hurricane with torrential rainfall? This is cheap garbage and this company should not be able to scam the buyer in such a fashion. The wind warnings are in the owners manual which you don't get until after your purchase. I demand a full refund

  

  Business Response

  Date: 12/27/2022

  Hello ****, 

  We are sorry to hear about this! It seems we already replaced the first shelter as a courtesy, although 'Acts of Nature' are not covered under our warranty policy. Yes, the manual does state that it is recommended to remove the cover as it's a generic statement that applies to all temporary shelters. The manual also states that the unit you purchased is a temporary structure that is not live load rated, and we recommend anchoring the shelter and removing any accumulated snow off the structure (if applicable).

  
  Please note that we offer hundreds of different shelters with varying sizes, shapes, and strengths that are permanent and live load rated. If you desire a live load-rated shelter that can withstand high winds and snow loads, please contact us to discuss your options in more detail at **************. As for a refund, we recommend contacting Fingerhut directly, as we cannot perform a refund for sheds purchased through third parties because we have not collected any funds from you. 
  
  Thank you for your understanding on this matter. 

• Initial Complaint

  Date:12/16/2022

  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.

  Let me preface this by saying I never intended to contact the BBB but I feel my circumstances justify it. I purchased (2) 10x20x8 car shelters from Shelterlogic online in May 2022 for over $3K incl shipping & tax. I did not assemble them until Nov 2022 as I needed to prepare the location for installation. After assembling one of the units, it was apparent that my vehicles would not fit inside the narrow opening due to the design of the framing. After taking some photos inside & out, I disassembled the unit 4 days later. Re-packed it back in it's original boxes ready for return / resale. My initial thought was that the company had shipped me the wrong size units (8 foot wide and not 10 foot wide). My first contact with Shelterlogic's Customer Service was by phone in the beginning of November. During the span of a months time I had been in contact with 3 different service reps, explaining my situation and providing photos to each one. They all assured me that they would remedy my situation. While speaking with the 3rd rep, I was told I would be contacted by their Customer Service Manager directly, which never happened. Just an email of denial from the last rep saying she had spoke to the manager herself. After further investigation on my part (researched the spec sheet on their website) I realized that Shelterlogic DID in fact ship me the correct size units. But because I was passed the 30 day return policy they would not honor my request. I felt that knowing my unique situation and that the products were still sellable as new they would make an exception. I even proposed a solution where I would purchase another product from them with the money I originally spent (after approving my return), this way they still get their sale and I get a product that I can use. They denied my proposal stating that after a 30% re-stocking fee and return shipping it would be too costly. They suggested that I try to sell it privately knowing that I would suffer a loss monetarily.

  

  Business Response

  Date: 12/27/2022

  Hello ****,

  Thank you for contacting us, and we are sorry to hear about
  your troubles. After carefully reviewing your case, we cannot offer an exchange
  of the product due to it being outside the 30 days return policy. Product
  Returns Policy states: orders can be returned to ShelterLogic within 30 days of
  purchase. After 30 days, items are not eligible for returns. Please note that
  all freight charges will be the responsibility of the customer, and return
  freight must be prepaid. Returned products must be in the original packaging,
  unused, and in-sellable condition. If the product is returned in unsellable
  condition, ShelterLogic will not issue a refund.

  Please note that we shipped out the correct shelter you
  purchased online, the 10X20X8 Round, Heavy Duty Tan shelters. The order was
  placed on May 26th and shipped on June 1st of 2022. The purchase date is beyond
  our 30 days return policy, and you’d have already attempted to install the
  product. Our return policy is firm, and it is there to treat every customer
  fairly and consistently, which is why we cannot approve an exchange or refund.
  As the product cannot be returned or exchanged, we recommend attempting to sell
  the product privately, as we uphold our return policies with all our customers.
  

  We appreciate your understanding on this matter.

  Thank you.

  Customer Answer

  Date: 12/30/2022

  
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and they now have an un-satisfied customer and my reviews will reflect that! 
  
  
  
  *
  
  **** ******