J & B Automotive Repair, Inc.

Hello, We are sorry to see that the customer is unhappy with the resolution provided. The original canopy was purchased in May of 2016 which is when the warranty on the product begins. In November of 2016 the customer filed a warranty claim for a replacement cover. Since we do stand behind our product and the customer was within the warranty period, we sent out a replacement cover free of charge. The original canopy was purchased from [redacted] in 2016 therefore, we are unable to provide a refund. As stated, we are happy to work together with the customer to see how we can help him with a replacement cover. Thank you

Mr. and Mrs. [redacted], We sincerely apologize that you experienced issues with your ShelterLogic product and the service you received from our Customer Service Department.  It is extremely important to us that we are exceeding your expectations.  We strive to take ownership for every...

customer phone call and find immediate solutions.  It's feedback from you and other customers that helps us to improve our service.  We have contacted you and shipped out the parts you needed along with a pop-up canopy as compensation for your money spent and inconvenience.  We hope that this has restored your faith in our company.  If there are any other questions or concerns, please contact our Customer Service Director. Sincerely,
ShelterLogic Corp.
Christa S[redacted]
Director, Customer Service
P
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Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is not completely satisfactory to me. However, in light of ShelterLogic's poor reputation, and being anxious to put this matter behind me, I will accept their counteroffer of settlement. But I do ask that ShelterLogic verify that the replacement unit is of the dimensions they allege in their advertising.
Sincerely,
[redacted]

We are sorry to hear that you aren't satisfied with the outcome of your warranty claim.  We certainly do want to see every customer happy while balancing to be fair and consistent with all our customers.  We reviewed your warranty claim and pictures you submitted with our engineering...

department and it was determined that we would not honor your claim due to improper anchoring and act of nature.  The shelter you purchased is considered a temporary shelter and acts of nature are not covered under the warranty.  Per your instruction manual, "Proper anchoring of the frame is the responsibility of the consumer.  ShelterLogic Corp. is not responsible for damage to the unit or the contents from acts of nature.  Your shelter's cover can be quickly removed and stored prior to severe weather conditions.  If strong winds or sever weather is forecast in your area, we recommend removal of cover."  This information was explained to you in an email sent from our company to you on April 25, 2016.  In that message, we also advised you that we could offer you a discount of 20% on a new unit or 40% on replacement parts.  This message was sent to you after you had asked for a refund of your purchase.  Unfortunately, we do not offer refunds on warranty claims.Please understand that we do value your patronage and if you have any additional questions or concerns, please call me directly.Sincerely,Christa S[redacted]Director, Customer Service ShelterLogicCorp ShelterLogic & Arrow Storage ProductsP: 860.417.5440

We are very sorry you're not satisfied with our response.  We did have a lengthy phone conversation and you seemed satisfied with our discussion.  Unfortunately, you returned the shelter to the retail store before we had the opportunity to provide you a solution.  Also, we discussed that we have the ability to retrieve all email/phone communications with customers and we do have the photos of the shelter you purchased.  The photos and the details you provided on the telephone have been given to our Quality Control team to determine route cause and corrective action.  Once again, thank you very much for your feedback and, if we could be of further assistance, please don't hesitate to call. Sincerely,Christa S[redacted]Director, Customer ServiceShelterLogicCorpShelterLogic & Arrow Storage Products

Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. Sincerely,
[redacted] I am not convinced the quantity of water is condensation. I will be back in [redacted] in April and see how much it leaks when it is raining. I have two rain gages one inside one out for comparison.

We do value you as a customer and strive for one call resolution. We attempted to resolve this situation with you during our first telephone conversation and regretfully an agreement was not reached. The solution that you suggest is certainly something we will gladly accommodate for you. We will ship a replacement shelter to you and also include an accessory of a [redacted]. We hope this serves to compensate you for your time and the inconvenience you experienced. There would be no need for you to send back your current shelter.
Honesty and integrity are very important to us and we would never intentionally mislead you or any of our customers. We do have a quality assurance program to ensure we provide superior products to our customers. We sincerely apologize that your shelter was not the correct dimensions. We have many satisfied customers and truly want you to be one also. We will follow up with you by email to make certain you are satisfied once you receive your shelter and accessory.
If you have any additional questions or concerns, please contact our Customer Service [redacted], ###-###-#### or by email at [redacted].

Complaint: [redacted]
I am rejecting this response because:Still not happy with their decision. There was not even a big wind storm. It was real light winds when it flipped over. They also said that it is easy and fast to remove the cover and it is not easy and fast. We will never purchase from or recommend a shelter logic again.
Sincerely,
[redacted]

We are very sorry to hear that you had difficulty assembling your shelter.  We make every effort to ensure that are products are of the best quality.  Also, it's important to us that our assembly videos and marketing materials are accurate.  Our customer service team has worked with...

you and ,after further research, we did find that the unit you purchased had some manufacturing defects.  As discussed, we will provide you a refund once the product is returned.  Your feedback is very important to us and will be used to further improve our quality standards.  It's our objective to find a shelter that meets the needs of all our customers.  If you have any shelter needs in the future, please don't hesitate to contact me directly.In addition, if you have any other questions or concerns, please let me know.Sincerely,
[redacted]ShelterLogic Corp.
Director, Customer Service
P
[redacted]

“Dear Mr. [redacted],
 
Thank you for your e-mail and concern.
 
I have attached one picture and will e-mail twelve more pictures within six more e-mails. Please note that in spite of the irregular curvature of the pieces, they are not sufficient to dramatically change the overall dimensions.
 
Our attempts at modifying the structure, failed, and we have reversed our procedure without affecting the shelter’s original design, as I have received it. On another note, as temperatures have decreased and the structure has settled, so has the width of the structure. I had no choice but to extract the 10’ plow which rubbed against the ribs on the way out. When I attempted to insert the plow, the tips of the wings tore the front cover. Clearly, this structure is not 13’ wide, as advertised.
 
Thank you,
 [redacted]
 
Please note that two of the pictures, taken during the assembly phase, depict the plow against the back cover and serves as evidence that the width of the shelter is not 13’ as advertised.  The plow is 10’ wide and the pictures clearly reveal 9” of clearance on each side, for a total width of 11’ 6”.
 [redacted]

We are sorry to hear about your difficulties with your purchase and appreciate your feedback. We strive to provide the best quality for our products. We would like to find you a solution so you are a satisfied customer and attempted to contact you by telephone. It appears the phone number we have...

is a fax machine and our phone calls have been unsuccessful.
Please call our Customer Service Director at your earliest convenience. [redacted]
Director, Customer Service
P [redacted]

Thank you for bringing this to our attention.  It’s
very important to us that we
furnish our customers with accurate information they need to make an informed
decision in purchasing our products.  After further research, we can see how it would appear that you were purchasing the whole...

canopy based on the description on the website.  We are working diligently to have the website corrected and apologize for the misunderstanding.  We would never intentionally mislead you or any customer.  As a solution, we would like to ship you the canopy frame and cover at no charge.  Therefore, you can utilize the enclosure kit you previously purchased to have an enclosed shelter.  We hope this resolution is satisfactory to you and thank you for your patronage.  We have called and emailed you with this solution and await your reply.Sincerely,ShelterLogic Corp.
Christa S[redacted]
Director, Customer ServiceP ###-###-####C ###-###-####www.shelterlogic.com

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Sincerely,
[redacted]

Customer satisfaction is critical to us and we are very sorry that this situation caused you to file a complaint.  After further research and discussing the details with you, we discovered that, although we manufactured the canopy, we did not sell it to you.  The canopy was actually...

purchased from an online retailer.  Originally, you did call our Customer Service team and we advised you that you would need to contact the company that you purchased the canopy from to coordinate a return and refund.  As much as we want to help you and every customer, we are unable to provide a refund when the product wasn't purchased from us directly. Because you didn’t receive a resolution from the online retailer, we contacted them to coordinate a return.  We apologize that this process has not been easy for you and we have provided feedback to the online retailer regarding the service you received.  Thank you for bringing this to our attention and if you have any other questions or concerns, please contact our Director of Customer Service.

Hello Ms. [redacted],We are
sorry to hear that you are not happy with the quality of the shed you
purchased.  The fabric life is affected by application, location and the
physical elements the shelter is exposed to.
You did contact our company on October 30th and we advised you to file...

a
warranty claim so we could review your situation further.   During
that conversation, you did not provide us your date of purchase.  We don't see a warranty claim was
filed.  There is a one year warranty on your shed and the cost for a
replacement cover kit for your shed is $139.99. 
Please
call us and we can discuss this further.  Thank you for being a valued
customer.
Sincerely,
Christa S[redacted]
Director, Customer Service ###-###-####

We sincerely apologize that you didn't receive the excellent service you should expect from ShelterLogic.  Per our phone conversation, we explained that your cover was actually a couple months out of warranty but, because of the circumstances and we value you as a customer, we are making an...

exception to honor your warranty.  Unfortunately, your replacement cover is currently out of stock.  We make every effort to ensure that all replacement covers are in stock but, unexpectedly, we have no inventory available.  Your replacement cover will be back in stock by the end of April and we will ship it to you immediately.  To keep you informed, we will call you on April 19, 2016 to let you know the status of your order.Once again, thank you for your patience and please contact me directly with any additional questions or concerns.Sincerely,
ShelterLogic Corp.
Christa S[redacted]
Director, Customer Service Office 860.417.5440

Mr. [redacted],
You did have communication with our [redacted]. After reviewing the pictures to your shelter, we did find that there was a manufacturing defect and the size is incorrect. As we have discussed, we make every effort to ensure that all are products are represented correctly and are accurate dimensions. We would still like to discuss a solution that is satisfactory to you. We have attempted to call you to find a resolution. Please call our Customer Service [redacted] at ###-###-####, at your earliest convenience.