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Report: #1535482

Complaint Review: ShelterLogic - Watertown CT

  • Submitted:
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  • Reported By: KBJII — United States
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  • ShelterLogic 150 Callender Road Watertown, CT United States

ShelterLogic Misleading advertising and defective products Watertown CT

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Just read the back and forth between myself and them as filed with the BBB.

I alledge false and deceptive advertising. "SOJAG Ventura 10 ft. x 14 ft. Dark Grey Double Roof Rustproof Aluminum Framed Gazebo SKU #1008710820" NOT TRUE. All of the major pieces are steel NOT aluminum. How do I know? When unpackaging and then the day after assembly (no rain, just high humidity); observed that every screw hole thread and anyplace where there was from-the-factory damaged paint, including the roof, Purchase 11/15. Inspection/Assembly 12/15. Dented and bend structural pieces. Misaligned welds Out of square by more than 1” in 10’. And because of that, the last roof panel in each section does not fit and the last weather-resistant cap element does not sit flush on the roof. Untapped or improperly tapped holes requiring me to “chase” the threads.

Broken inside extrusions – where the end caps on the roof screw into – so I cannot attach the end caps without using a temporary clamp and then using epoxy to hold it permanently. RUSTING already. Every place where there is a factory cut thread or other opening started to rust. I took the parts out on Friday evening and stacked them under my existing roof. It was damp and light rain – 0.17 inch overnight. The next morning, several of the holes already had rust. Since the holes were cut AFTER the steel was powder-coated (which I suspect is fake – just hammered paint made to look like powder-coat); if galvanized sheet metal was actual used, then of course, that surface finish integrity is gone. 100% of the rubber plugs meant to keep the water from inside the structural channels is not working.

Why – because the ends of every channel are mis-cut and the welds are “fat,” so the rubber plugs cannot seat in the ends of the channels. I have more than 20 photos detailing individual issues – as well as 100% video of me trying to assemble this extremely inferior quality product. If I had not had a full shop with all the metric fasteners and other equipment to take care of some of the issues, MANY PHOTOS AVAILABLE.

SL Response:

Hello xxxxx,


We are sorry to hear about your frustration. Our records show that one of our Warranty representatives has already placed an order for replacement parts for you. You should receive tracking information once the parts ship out. Again, we do apologize for the inconvenience. If you need any assistance with the assembly, please do not hesitate to reach out to us. We are available for assembly support 7 days a week on 1-866-901-1649.

Thank you for choosing SOJAG.

My response:

Complaint: 22727602

I am rejecting this response because:

Shelter Logic's response is wholly inadequate - but no surprise - considering

the previous "canned" responses typical of Chinese companies: "Dear Customer...so sorry...(not sorry).

The parts - which is only a quantity of four small "T" connectors, is all they have ever responded

to, and, as they stated these will not arrive for ten days, I fabricated my own.

Again, zero response to the numerous issues. My complaint here at the BBB and elsewhere will

stand as-is.

2nd Response from Sojag:

MESSAGE FROM BUSINESS:

Hello xxxx,

Again, we are deeply sorry you feel this way. We have approved the replacement parts you requested via our warranty process and the order has already been placed. Yes, the order can take up to 7 to 10 business days to arrive due to the Holidays. Please note this is the best that we can offer you for your troubles. If you have any other concerns or wish to discuss this in more detail, please feel free to call us on 1-866-901-1649. 

SOJAG.

My second reject:

Complaint: 22727602

I am rejecting this response because:

This is not about my "feelings". I am a 50 years' professional engineer and

I have stated facts backed with objective evidence. That Shelter Logic will not and cannot

address the facts is additional evidence of the veracity of my complaint(s).

There is nothing more to add. The ONLY email about replacement parts from SL are four (4)

"M2" roof strut support ends. These pieces are approximately 1" x 2" x 6mm.+

As stated previously, I fabricated my own to avoid delays and any allegations that "I" damaged

the structure. As I PURCHASED TWO gazebos, the pictures attached show the first one with the

required M2 components. As also evident from the photos, these are minor pieces of no structural

significance.

Lastly, and to duplicate my previous response: I made some REQUESTS (here) and SL declined to respond

specifically. That is always a 'feature' of "Made in China": a non-responsive response.

This Matter is closed, and I will not respond further.



Sincerely,

This report was posted on Ripoff Report on 01/02/2025 01:59 PM and is a permanent record located here: https://www.ripoffreport.com/report/shelterlogic/watertown-ct-shelter-logic-1535482. The posting time indicated is Arizona local time. Arizona does not observe daylight savings so the post time may be Mountain or Pacific depending on the time of year. Ripoff Report has an exclusive license to this report. It may not be copied without the written permission of Ripoff Report. READ: Foreign websites steal our content

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