ComplaintsforElevate, LLC

• Initial Complaint

  03/29/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a **** ********* tent in October 2020 for ~$300. On the 3rd use the tent broke and I called **** as I was still in the 1-year warranty. They sent a replacement part and I replaced the part myself. With COVID ramping back up in my area we didn’t camp for a while. This past weekend when I tried to put the tent up the replacement part was still not resolving the issue. I emailed the company asking for either a repairman to fix it, a full refund or a replacement tent and they said I am now out of warranty even though the ORIGINAL issue was within warranty. I’m not wanting to be difficult but when I buy a premium tent ($300) I expect better service and quality.

  Business response

  04/22/2022

  BBB ID: ********
  **** ********* handles a I-year warranty from the date of purchase. Customer purchased the tent in 2020 and is out of the warranty time frame. We offered to send the customer additional parts and help with the repair process, but customer did not want any parts. All of our warranty information is stated on the website which we also forwarded to the customer. We believe that we have fulfilled our obligation to warranty the tent according to our warranty policy.
  To Obtain Warranty Service:
  Call Toll Free ************** or email ********************** for warranty service, repair parts, or product questions. Customer Service is available: Monday - Friday, 8:00 a.m. - 5:00 p.m. Central Time.
  ***** ********* and Elevate LLC warrants for a period of I (one) year from the original date of purchase our products against any defects in materials or workmanship. At its discretion, ***** ********* may provide replacement parts to the original purchaser. Original receipt or proof of purchase as well as proof of defect in the form of a photograph or video is required. ***** ********* will not be responsible for shipping costs incurred outside the continental USA. Warranty is valid for the original purchaser one year from the date of purchase and is not transferable.
  Thank you,
  **** Customer Service
  

  
  

  Customer response

  04/22/2022

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Assumed Answered]
  
  Complaint: ********
  
  I am rejecting this response because the company did send me a replacement part *while the tent was still in warranty* and I replaced it. I didn't use the tent because of COVID and then when I used it next, it wasn't working. 

  
  

  As a potential settlement - I would accept the company sending out a technician/repair person to repair for free or at a discounted rate if they would accept that. I know the tent is out of warranty now but my stance is that the issue and repair was sent within warranty. 
  
  Regards,
  
  ******* *******

*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. ↩