J & B Automotive Repair

It was my pleasure speaking with you by telephone todayAs we discussed, your warranty claim was originally reviewed in January and, at that time, we determined the moisture in your shelter was caused by condensationWe emailed you with options to prevent excess moisture in your shelterPer your request, your warranty claim has been reviewed again by our Warranty and Engineering DepartmentsBased on our conversations and the pictures that you provided, we have concluded that the moisture is caused by condensationBelow are a few suggestions on how to help prevent this: An inexpensive tarp to put on the ground to stop moisture from coming up and creating a “greenhouse effect”Purchasing a vent kit (our part number is ***) which is installed at the peak of each end panel to allow air to pass throughPutting a bucket of charcoal briquettes or rock salt inside the unit to absorb moistureThis will help stop excessive moisture for building up inside your unitSince you are currently not with the shelter, you will try these solutions in April and contact me with an outcomeIn the meantime, if you have any other questions or concerns please call or email me directlyWe appreciate you as our customer and choosing ShelterLogic for your shelter needsSincerely, [redacted] Director, Customer Service P [redacted] C [redacted]

We are sorry to hear about your difficulties with your purchase and appreciate your feedbackWe strive to provide the best quality for our productsWe would like to find you a solution so you are a satisfied customer and attempted to contact you by telephoneIt 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] ***

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, 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

We sincerely apologize for the service you received since you should not have to contact us multiple times to have your situation resolvedIt was our pleasure speaking with you today and coming to a mutual resolutionWe will be sending you the larger shed to compensate you for the inconvenience you experiencedOnce again, thank you for being our customer and if you have any other issues, please don't hesitate to contact our Director of Customer Service

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

Hello, We are sorry to hear of our customers dissatisfaction with his pop up canopyCustomer satisfaction is very important to usWe have attempted to reach out to him so we can work together to find a resolution but we have not yet heard back.The product purchased is a temporary canopy that comes with a year limited warranty against manufacturing defectsThe fabric life span does vary based on application, location and the physical elements the canopy is exposed toOur pop up canopies are not designed to be left unattended and should be taken down when not in use.The canopy was purchased in May of so at this time it is months out of the warranty periodAs the manufacturer, we are unable to provide a refund as this was purchased from [redacted] however we are happy to discuss this further with him and work together to find a resolutionThank you

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]

We do value you as a customer and strive for one call resolutionWe attempted to resolve this situation with you during our first telephone conversation and regretfully an agreement was not reachedThe solution that you suggest is certainly something we will gladly accommodate for youWe 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 experiencedThere 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 customersWe do have a quality assurance program to ensure we provide superior products to our customersWe sincerely apologize that your shelter was not the correct dimensionsWe have many satisfied customers and truly want you to be one alsoWe 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]

Hello, We are sorry to hear our customer is not satisfied with their canopyCustomer satisfaction is very important to usWe have spoken with the customer in regards to the anchors included with their shelter and explained that the anchors included are temporaryThe reason for this is that this is a temporary structure and every customer will be installing this on a different surface type and will be using it for different applications and the anchoring method can vary greatlyIn the assembly manual for this canopy it does list that "proper anchoring is the responsibility of the consumer"We did offer suggestions as to different anchoring methods that he might find suitable for his application (anchor bags, earth anchors, wooden lags, etc)We would be more than happy to further discuss what the application of his canopy is and help him choose the best method of anchoring for his utilization.Thank you

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 callSincerely,Christa S*Director, Customer ServiceShelterLogicCorpShelterLogic & Arrow Storage Products

“Dear Mr***, Thank you for your e-mail and concern I have attached one picture and will e-mail twelve more pictures within six more e-mailsPlease 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 itOn another note, as temperatures have decreased and the structure has settled, so has the width of the structureI had no choice but to extract the 10’ plow which rubbed against the ribs on the way outWhen I attempted to insert the plow, the tips of the wings tore the front coverClearly, 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]

Mrand 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 pcanopy 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 DirectorSincerely, ShelterLogic Corp Christa S [redacted] Director, Customer Service P ###-###-####C ###-###-#### F ###-###-####

Hello, We are sorry to see that the customer is unhappy with the resolution providedThe original canopy was purchased in May of which is when the warranty on the product beginsIn November of the customer filed a warranty claim for a replacement coverSince we do stand behind our product and the customer was within the warranty period, we sent out a replacement cover free of chargeThe original canopy was purchased from [redacted] in therefore, we are unable to provide a refundAs stated, we are happy to work together with the customer to see how we can help him with a replacement coverThank you

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 meSincerely, [redacted] I am not convinced the quantity of water is condensationI will be back in [redacted] in April and see how much it leaks when it is rainingI have two rain gages one inside one out for comparison

Hello Ms. ***,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 ###-###-####

Hello, We are very sorry to hear about thisThe [redacted] Greenhouse Model #***, does have a replacement cover kit available Part #***If you happen to have Model # [redacted] or Model # [redacted] which are the same size these greenhouses have been discontinued for quite some time and we, unfortunately, no longer carry covers fro them anymoreRetail stores will sometimes still have old inventory and continue to sell them at a discounted price to move itIn order for us to confirm exactly which model you own can you please provide us with the part number located on the inside of your current coverThank you in advance

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 incorrectAs we have discussed, we make every effort to ensure that all are products are represented correctly and are accurate dimensionsWe would still like to discuss a solution that is satisfactory to youWe have attempted to call you to find a resolutionPlease call our Customer Service [redacted] at ###-###-####, at your earliest convenience