Complaints

This profile includes complaints for Tuff Shed, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Tuff Shed, Inc.

  1777 S Harrison St STE 600 Denver, CO 80210-3931

  
• 

  Tuff Shed, Inc.

  517 Warren Ave Portland, ME 04103

  
• 

  TuffShed Inc.

  2022 Central Ave Albany, NY 12205

  
• 

  Tuff Shed, Inc.

  7447 Route 96 Victor, NY 14564

  
• 

  Tuff Shed, Inc.

  174 S Main St Ste 1 New City, NY 10956

  

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:05/24/2025

  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 am filing this complaint due to a serious delay and lack of communication regarding a building project initiated with Tough Shed in 2024. Despite paying a deposit and meeting all expectations on my end, the project has been stalled for months, with no updates or assigned representative until I personally followed up. This has caused major setbacks in planning and finances.**Timeline of Events:*** **April 5, 2024**: Initial quote received from Representative *****.* **June 13, 2024**: Final quote provided.* **June 24, 2024**: Deposit of approximately /$3,000 submitted.* **June 25, 2024**: I followed up to confirm the order was received. I was informed that the **preliminary draft lead time** was **2124 days**, and the **in-house engineering lead time** after approval was **5052 days**.* **October 10, 2024**: I received word that the project was ready for the final stages of the permitting process.* **October 14, 2024**: Placement of the shed was approved by all relevant parties.* After this date, I **received no further communication** from Tough Shed.* **March 20, 2025**: I was finally contacted by a new customer service representative after reaching out myself. I was then told that the original representative had been terminated and that my project had **not been reassigned**, leading to months of inaction.**Nature of Complaint:**This experience reflects a serious failure in project management and customer communication. After placing a sizable deposit, I had a reasonable expectation of timely updates and service fulfillment. Instead, the project has been left stagnant for nearly a year due to internal oversight, without any proactive attempt by Tough Shed to correct the lapse or inform me of delays.I am committed to resolving this matter amicably but expect a fair remedy for the inconvenience and significant disruption caused by this oversight.

  

  Business Response

  Date: 05/29/2025

  To whom it may concern,
  
  It has come to my attention that one of our permitted structure customers has filed a complaint with the ******************** regarding delays and a lack of communication relating to his permitted building.
  
  The following is a chronology of events based on our records:
  
  June 25, 2024 Order was received, engineering was requested, and an email was sent out to the customer outlining engineering lead times. At this time, this was 21 24 days for preliminary drafting and 50 52 days for engineered projects after the preliminary drawings were approved.
  
  July 26, 2024 Engineering completed the preliminary drawings. Preliminary drawings were reviewed to ensure accuracy with order and approved.
  
  September 16, 2024 The completed plans arrived from Engineering.
  
  September 17, 2024 A site plan was ordered for the project. Began customer contact to confirm proposed building location.
  
  October 14, 2024 Customer provides proposed building location based on Arborist Report.
  
  March 20, 2025 Phone conversation had with customer regarding the need for a Native Plant Permit with the Town of ************ due to ****** Tree presence on and around property. Application was emailed to the customer to be signed, and a copy of the Arborist Report was requested.
  
  March 21, 2025 Customer returns signed Native Plant Permit application, does not provide Arborist Report as requested.
  
  March 28, 2025 Plans were brought into the Town of ************. I was informed by the Building Department that the Arborist Report was required as part of the Native Plant Permit application. I called the customer and informed him of this as well as drove to the property in question to retrieve a copy of the report so that I would still be able to get the project into the city. Plans were then submitted.
  
  April 2, 2025 I received a communication from the Town of Yucca Valley informing me that Building and Safety had no corrections on the project. However, Planning had an issue with a structure on the property.
  
  April 3, ***************************************************************************************** question.
  
  April 15, ***************************************************************************************** question.Customer responds back informing me that this was not a single building, but rather two structures of 120 SF in size with a cover placed in between to protect items stored beneath.
  
  April 22, 2025 Called was placed to Town of ************ to discuss the situation and determine next steps. I received no answer, and a voice message was left.
  
  May 01, 2025 - Called was placed to Town of ************ to discuss the situation and determine next steps. I received no answer, and a voice message was left.
  
  May 13, 2025 Email was sent to Building Department explaining the information received as well as providing a revised site plan. Request was made clarification on whether a full resubmittal was required or if the provided information was sufficient.
  
  Received email from customer requesting an update. The customer was informed that I had not heard back from the city at that time but that I would be following up again in several days.
  
  May 15 thru May 21, 2025 Out of Office
  
  May 22, 2025 - Email was sent to Building Department explaining the information received as well as providing a revised site plan. Request was made clarification on whether a full resubmittal was required or if the provided information was sufficient.
  
  May 27, 2025 - Email was sent to Building Department explaining the information received as well as providing a revised site plan. Request was made clarification on whether a full resubmittal was required or if the provided information was sufficient. Received response advising me to bring in two copies of the revised drawing. I called the Building Department regarding this request as well as obtain an approximate timeframe to permit issuance. I was informed that the Native Plant Permit had not been completed as all approvals had not been obtained (*******************)and that we were looking at approximately 3 weeks till completion. Drawings were delivered to Town of ************. Was informed that once approved, the project would be presented to the ******************* at there next meeting regarding the Native Plant application.
  
  I fully acknowledge that there is a gap in time that I cannot account for due to a lack of documentation and take full responsibility for the lack of communication with this customer. As for this project, we anticipate that we should have this customers permit in an issued status sometime in the next 2 3 weeks, as stated by the Building Department. The next ******************* meeting is schedule for June 10, and we do not foresee any further issues with the ******************* or the ******************* regarding the Native Plant submittal.

  Customer Answer

  Date: 05/29/2025

   
  Complaint: 23374048
  
  I am rejecting this response because:
  I have lost at least $2000 worth of materials and damages to my property because of these delays and the blatant negligence of Tuff Shed. Adequate and equal compensation was not offered during my discussion with *****, the manager in *******, **********. My initial request of $6000 for compensation was met with $1000. For the total of this project, a 20% compensation would be adequate which would result in approximately $3000. We can then move forward with the building
  

  Sincerely,
  
  ******** ***********

  

  Business Response

  Date: 06/12/2025

  Since the BBB Complaint was brought to my attention ***** P has been in contact with Mr. ************ ***** has explained the difficulties in working with the Town of Yucca Valley in getting his Native Plant Review approved due to the cancellation of Planning Review meetings. During our conversations I gave him the name of our contact for him to follow up and address his concerns. Through our conversations we have arrived at a discount of $1500.00 to move forward with his project. Eddie have also personally committed to give Mr. ************ project the utmost attention until it is completed.

• Initial Complaint

  Date:05/21/2025

  Type:Service or Repair 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 paid Tuff Shed and their concrete contractor alot of $ to build a garage in my yard. Their concrete contractor had met with me and agreed to pour footings/slab in such a manner it would be consistent with my house and neighboring houses and my neighbors 10x12 shed, on top of a little hill to minimize flooding ********* Jan of 2025 TuffSheds concrete contractor poured footings/slab such that the rear and 1 side was below ground level. Anywhere from 1-2 below ground level. When I complained to the contractor, they told me water and mud will flood the rear half of the garage and that I should hire them (for more $) to install a retaining wall and drain channels along the rear and side of the garage. I complained to Tuff Shed. The first TuffShed manager said he would make it right. But he didnt do anything except forward this issue to an TuffShed *********** area Manager ****** *******. ****** tried to get the concrete contractor to fix the issue, and they came to my property with notice/communication/permission and moved a bunch of dirt around and spread out my 5 tons of gravel before I had laid down any soul separator fabric. Once I discovered this surprise, I complained to TuffShed again. ****** fired the concrete contractor. But ****** has yet to offer any real help. I requested all the flooding would have been avoided if slab was built properly, and I have asked TuffShed to make up for this in any reasonable manner. Retaining walls/drain channels, etc whatever can help to minimize water/mud runoff to the rear and side of the garage. Its been about 2 months and Im still waiting for ****** to bring a contractor to my garage in order to discuss and complete solutions at TuffSheds ********** the meantime me I have had to dig and move hundreds of cubic feet of dirt, dig trenches, add gutters as a temporary solution to minimize water/mud flooding. Im very unhappy with TuffShed

  

  Business Response

  Date: 05/30/2025

  ****** met with the customer yesterday afternoon. They have identified his concerns and have formulated a plan to correct them. We have agreed to these items being completed by the end of June, weather permitting.

  Customer Answer

  Date: 06/03/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution will be accepted once it is completed.

  I met with ****** and a contractor, the contractor made suggestions and I am in agreement. Not being familiar with BBB processes, I prefer to leave this case open until the agreed upon work scope has been completed. 
  If the BBB process is to close this case based upon an agreement then I am ok with that as long as the work does get completed in the near future.

  Thank you

• Initial Complaint

  Date:05/06/2025

  Type:Service or Repair 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.

  We purchased a shed to be built by Tuff Shed on ************ in ************, **. The shed was installed on 4/18/25 but was not completed as there were missing parts. The contractors who installed the shed left, stating that it was Tuff Shed's issue. We have contacted Tuff Shed multiple times and three times were given a date that they would be out to complete the shed. Three times the installers were no shows and we received no call or text letting us know they wouldn't be out. We have paid for these items and want them installed as promised. There is a loft that is missing, a vent cap for the roof,and a drip edge over the door. We have attempted to speak with management but we're unable to reach them. Please assist in getting this shed install completed.

  

  Business Response

  Date: 05/07/2025

  Were sorry for the delay and missed appointments in finishing your shed. The shed was fully completed on May 7, 2025. We apologize for the inconvenience. We are working to improve our communication and scheduling process.
  

  Thank you

  Customer Answer

  Date: 05/07/2025

   
  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,
  
  Bec Luyk

• Initial Complaint

  Date:05/01/2025

  Type:Service or Repair 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.

  Tuff shed installed my shed during rain and painted two coats of paint while it was raining. When I confronted the installers - he said "no problem, we will come by later to repaint if the paint doesn't cure. Fast forward to next day and even after filing a complaint regarding paint issues, Tuff shed has been shirking responsibility and there has been absolutely no accountability on their part to fix the paint issues. They scheduled me for a repaint and then quickly canceled by saying painting a shed in rain and rain damage is "standard". Per the contract, I am demanding Tuff Shed to complete the job properly, fix the paint issues and complete a repaint when it is not raining, ensuring appropriate time for the paint to "cure". Failure to do so is a breach of contract for which monetary compensation and refund will be demanded by customer.

  

  Business Response

  Date: 05/05/2025

  We understand the customer's concerns regarding the original painting of their shed during rainy conditions and the impact it may have had on the paint's finish. Wed like to confirm that the repainting of the shed has since been completed. Our team has addressed the issue to meet our service standards, and we consider the matter resolved.
  
  

  Customer Answer

  Date: 05/05/2025

   
  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:04/14/2025

  Type:Service or Repair 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 tried to stop the installion once I seen the frame on the side wall so I called *** ******* the salesman too stop the installation and he said let them build it and once they were finished they would move it so when they finished they didn't move it so the CEO of tuff shed came out he said they had another issue like this and they used pipes or tubs too move it so he said that he would call me the next day but he didn't so I called him and now he said that he can't move it and they would not give me a hard copy of my contract

  

  Business Response

  Date: 04/16/2025

  ***** purchased a 12x14 Clerestory from ***********On the day of installation, the sales *** called me saying the customer had contacted him about moving the shed back roughly 5 feet, to which I said we dont have the ability to move a shed that large, as we do not have anyone on staff that is certified to safely move a structure of that size. I spoke with *** (the sales ***resentative) after words and he said the customer had stated he would tell the install crew not to anchor down the shed, and he would find a way to get the shed moved.
  
  A few days later the customer called in requesting an estimate to get the shed moved, and I agreed to meet him at his home the next afternoon. In our discussion, the customer expressed he wanted the shed moved back about 5 from its current location, however he would need to pour additional concrete in that area as the slab he had poured originally did not support this new location. I then told Mr. ******* that we would not be able to move this shed, as the back yard is not accessible for a truck to get in, and we dont have anyone on staff that is certified to move a shed of that size,and it would be a safety concern. He then stated he did not get his ramps or anchors. I pointed out that they were both sitting next to the shed and that the installers did not put those in at his request.
  
  Regarding the comment about us not providing him his sales contract, we let him know when he stopped by the store that he would need to go to the ********** that he purchased the shed to get another copy of that, as it was purchased through HD. He was given the ********** order number needed to reference the sale, and he left.
  
  We will contact our shed mover about giving this customer an estimate on moving his shed, and will contact Mr. ******* to see if he is interested in going that direction.  

• Initial Complaint

  Date:04/10/2025

  Type:Service or Repair 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.

  bad craftmanship like a very unlevel foundation

  

  Business Response

  Date: 04/14/2025

  When the shed was build *** noticed a low spot in the corner by the windows to the existing garage. The customer was insistent that we come out immediately and level the floor. We went and poured self-leveling concrete in the corner that was low, but the temperature dropped below freezing and it did not adhere. At that point we paid a professional company to come out and **** the work. The floor looked great 2 years ago. The customer ***** ******* still has a balance on the job of $3586.15 that he has still not paid to date. Therefore, he has no warranty on the building. The building looks great and has no quality issues. He has altered the interior of the building to make it like a house. All interior finishes were done by him. We do not warranty any of his work.
  

• Initial Complaint

  Date:04/04/2025

  Type:Order 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 am extremely disappointed with Tuff Shed and their complete lack of professionalism and accountability. I purchased a shed with the agreement that it would be built on-site, and both parties signed off on this a full week before the scheduled build date. I even made sure everything was set for access to the backyardafter they came out and flagged a potential issue, I made modifications per their guidance. They assured me it would be built on time and as scheduled.But on the morning of the build, I get a call from the contractornot Tuff Shedsaying the prefab wasnt ready and the build would be delayed by four more days. No call, no heads-up, no apology from Tuff Shed. Meanwhile, I moved across the country from ********** to *****, paid extra U-Haul days to meet their schedule, and even hired movers. The lack of communication and care was beyond ************** make matters worse, they charge customers a $350 rescheduling fee if we make changesbut when they mess up, its just brushed off like its no big deal. Ive now racked up an additional $950 in out-of-pocket expenses due to their negligence and failure to honor the agreed schedule.Tuff Shed clearly has no regard for their customers' time or money, and their customer service has been cold and unhelpful. I regret doing business with them and would strongly caution anyone thinking of relying on them for a time-sensitive build.

  

  Business Response

  Date: 04/07/2025

  On Thursday, April 3rd, during the prefabrication of the customers building, our routine site accessibility checks revealed two potential access issues: the carport appeared too narrow and low, and the house ***** posed clearance concerns. We immediately consulted with the ************ Consultant and contractor, who arranged an in-person site check with the customer to verify measurements. It was confirmed that the shed walls would not fit through the carport, and the customer opted to remove the structure to proceed. By the time this decision was finalized, the prefabrication team had completed their shift and could not resume work until the next day.

  With the customers agreement, the build was rescheduled for April 5th. Despite heavy rain that day, our subcontractors began the installation but paused due to safety concerns from wet roof decking. Our ** contacted the customer, explained the situation, and received approval to return on April 6th. I also invited the customer to share documentation of any additional expenses for review toward a fair resolution.
  Due to concerns raised by the original crew, we arranged for another contractor to complete the project on April 6th. The shed was successfully completed that day.
  

  
  

  Customer Answer

  Date: 04/08/2025

   
  Complaint: 23160844
  
  I am rejecting this response because:

  While I appreciate the detailed timeline provided by Tuff Shed, it unfortunately does not fully reflect the impact of their delay or the extent of the inconvenience and financial burden I experienced.
  
  Yes, access concerns were identified the day before the build, and I immediately took action to remove the structure in question to ensure the project could proceed as planned. After this was resolvedand confirmed by the contractor on-siteI was assured that the build would proceed on the originally scheduled date of April 4th.
  
  However, on the morning of April 4th, I was informed (not proactively by Tuff Shed, but via a call from the contractor) that prefabrication had not even been completed, despite the fact that this was a job that should have already been prepared in advance. This was never communicated to me beforehand, nor was any effort made to reschedule the job until I followed up myself.
  
  I had arranged my cross-country move from ********** to ***** specifically around this schedule. Because of this failure to adhere to the agreed-upon timeline, I incurred additional costs totaling $619, including extra U-Haul days, additional charges for furniture pads, and double moving services due to having to temporarily store my belongings at my parents home instead of in the shed. I have provided documentation of these expenses and have requested a reimbursement or reasonable compensation.
  
  While I acknowledge that the shed was eventually built, the handling of the delayparticularly the lack of communication and the absence of accountabilitywas deeply frustrating. Had the prefabrication been completed on time, as expected, the weather on April 5th would not have been the primary issue. The root of the problem remains a failure to meet a committed construction date and inadequate communication leading up to that failure.
  
  I appreciate that Tuff Shed is open to reviewing the documentation and hope they will do the right thing by reimbursing the additional costs I incurred due to this disruption.

  
  Sincerely,
  
  ****** *********

  

  Business Response

  Date: 04/16/2025

  Thursday, April 3rd, while working on the prefabrication of the customers building. During our routine checks of the building site accessibility, we identified two potential issues: the carport appeared too short and narrow on the first entry option, and the height of the ***** on the house seemed problematic for the second entry option. In response, we consulted with the ************ Consultant who had sold the building to address this, she and the contractor reached out to the customer and immediately arranged for an in-person site check to measure the clearance. In the meantime, our Operations Manager instructed the prefabrication team to hold off on completing the building until we had more clarity on whether the customer would need to cancel the order or not.
  

  During the site check, it was confirmed that the walls would not fit through the carport. As a result, the customer decided to tear down the carport to allow for the shed walls to fit through. Unfortunately, there was a lack of communication within our team at this time. The sales design consultant insured the customer that we would still be able to build on the 4th without consulting the Operations Manager, by the time this decision was made to remove the carport, the prefabrication team had already finished for the day and could not resume work therefore the building was not ready the morning of the 4th.
  

  On the morning of Friday, April 4th, when the shed was originally scheduled to be built, the subcontractor did not want to wait the extra hour for the prefabrication to be completed and took it upon himself to reach out to the customer to let him know he would not be going out that day. Management was still attempting to get the building out on the 4th therefore we did not contact the customer immediately in hopes that we could still get the building out that day when we should have called the customer first thing to explain the issue and insure we are trying everything we can to get the building out. Additionally, other subcontractors were unavailable due to prior commitments,and it was decided it could not be completed on that day. Our Operations Manager then called and worked closely with the customer throughout the day to find a resolution, and as a result, the customers building was to be completed only one day later than originally planned. The new build date agreed on was April 5th, rather than April 4th.
  On April 5th, despite heavy rain, the subcontractors proceeded with the installation, understanding the importance of the project to the customer. They were able to assemble the majority of the building, but due to the ongoing rain, the roof decking became wet and slippery, creating an unsafe working environment. As a result, the subcontractors made the decision to pause the installation for safety reasons.
  

  I immediately contacted the customer to explain the situation and confirm that it was acceptable to return on April 6th, once the weather conditions had improved. During this call, I also addressed the issue of the additional charges for the U-Haul and asked the customer to send me the invoice for the extra days so we could discuss a fair resolution. The customer agreed to the rescheduled work and confirmed that it was fine for us to return the following day.
  

  To ensure the project was completed, I arranged for another contractor to go out, on his day off, April 6th, and Im pleased to report that the shed was finished and looks excellent.

  After the completion of the building, the customer sent over the receipts for the additional cost he had accrued, and we discussed a fair price to be reimbursed. After offering a fair price the customer agreed stating Yes,Im agreeable to that amount and appreciate your follow-up. We are also pleased with the final product as the last contractor you sent exceeded our expectations.
  

  We have since made changes to our site check process and addressed the issue of communication within the team and the importance of reaching out to the customer first and foremost.

• Initial Complaint

  Date:03/31/2025

  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 and paid for a storage shed through Home Depot/Tuff Shed on 3/22. I reached out to the email addresses provided in my order confirmation **************************************** and ********************************** to discuss changes I wanted to make, but I didn't receive any response until 3/26. Even after that, I continued to receive documents to sign for the next four days, with the same incorrect shelving ************, 9 days have passed since I paid $7,400, and I have requested a refund. I called this morning to inquire about getting a refund, and the representative told me that someone would call me back. I then received a text from *****, asking me to return her call, but I dont have time to do so today. I replied via text requesting a refund, but she continues to insist that I call her back.Please process my refund so I can explore other options for purchasing a shed. Ive attached all the emails Ive sent along with the few responses Ive received.

  

  Business Response

  Date: 04/03/2025

  We sincerely apologize for the delays and miscommunication regarding your order. We understand your frustration and take full responsibility for the inconvenience. Your request for changes was not addressed in a timely manner, and the continued DocuSign requests added to the frustration.
  

  We have processed your refund in full and appreciate your patience. Please let us know if theres anything else we can do to assist you.

  Customer Answer

  Date: 04/08/2025

   
  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:03/04/2025

  Type:Service or Repair 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.

  9/16/17 ******* purchased shed. Originally they had to reinstall a second replacement shed due to craftsmanship shortly after. Warranty issues 2021 with pictures along with 2023, and 2024 and now still 2025 as not taken care of. Door was replaced several times as would not seal, shimmed many times and local manager placed weather stripping that did nothing. items in shed were being ruined by lizard p*** and smelled horrible. While thinking it was the door when all the while it was the roof. How can a door be corrected if warped due to the roof. Shingles fell off the roof due to rusted nails (have pictures) and items that I thought were being ruined by lizards were actually mildew and mold (have pictures). The smell over many years were actually due to the roof. I have thrown out Christmas items, trees, and household goods due to unimaginable bad smell and the inside shed is pretty much ruined due to all this, I have texted pictures, spoke with warranty, regional managers, sales staff etc. many many times. Even the salesman that sold me the shed 1/9/25 told me he had the same one and I should be able to store anything in it as he has one, the superintendent 9/9/24 told me I needed a residential door. I do not have an AC in it or live in it. He said I got and paid for what I purchased. But yet I can not use for the purpose intended. The type of shed purchased is marketed to store what I use it for. ************* has their advertisement for this type of shed is a higher end shed and I have done my part to paint as required, advise of issues, and in return Tuff Shed needs to back their product. Will supply all pictures again if need be but they have many that I have sent over the years.

  

  Business Response

  Date: 03/13/2025

  Customer purchased the structure from ********************, including shed door.  Customer contacted our facility expressing concerns with her door.  Our FCT (warranty team) was dispatched to the location to review and address the customers concerns.  Upon investigation, it was found that the door was mounted correctly, to Tuff Shed standards and was functional/operational.  She was offered suggestions of adding weatherstripping or door brush seals to add some protection. Customer continued expressing concerns that the door was not airtight and complained of lizards being able to access the interior of the building and leaving excrement behind.  Superintendent advised customer that the structure would not be made airtight and suggested installation of residential door to add additional protection.  I had follow-up with customer explaining that our structures are not designed to be airtight, additionally that if she had wanted additional protection that maybe a residential door could be installed.  I did quote from the what to expect document, signed by customer, that there is a difference from weathertight and airtight.  Our document calls out that we strive for weathertight, but are not airtight, and specifically calls out that things can infiltrate the structure. 

   Additional complaint of finding nails and loose shingles. Warranty team, and Superintendent, investigated, and found no leaks or issues. 

  Customer Answer

  Date: 03/13/2025

   
  Complaint: 23016619
  
  I am rejecting this response because: I have phone calls, texts, and pictures that yes do show door issues and as stated they have attempted to fix the issue but in my complaint I stated they never looked at anything but the door. I have phone numbers for *****************-316-6991,************, ************,-************, ************, ************. I thought it was the door but if they keep trying to fix a door that is warped it will never be fixed. I have pictures of rusted nails that broke in half rotted completely or totally broke apart, roof nailed that are rusted through the roof, roof tiles that came off along with interior items that have so much mildew, mold and a smell I have complained about since the beginning stating that it was from the lizards when in fact from the roof. I did not know it was from the roof they never looked at anything but the door. communications show and pictures of 2-14-23 2/2/23 7-28-24 7/30/24 7-30-24 8/19/24 8-20-24 8/29/24 9-3-24 9/6/24 9-10-24 1/8/25 1-9-25 1/9/***********

  In my conversation prior to September 2024 there was no mention of any thing but fixing the door and never anything else, they tried to put new doors in, shimmed the the door and put weather stripping (no mention of nothing else). Never looked at anything of the structure or anything else. 

  ****** the Superintendent told me that I got what I purchased and they could not do anything for me. I should have purchased a residential door.  I asked to have a shed to move my belongings from my attic to my shed. Purchased a higher end shed to put these items in. The attachment I included states I can store items in it. I know that as in my home, you can get outside bugs etc but not have mildew and mold. The advertisement for this shed that  I attached shows and reflects what I purchased. **** the salesperson from ********** that I spoke with on 1/21/25 has the identical shed for 5 years per his words, stores the same items and has not had any issues. 

  I just want Tuff Shed to back their product. If it states you can store items in a ************* then you should be able to. I have the shed that the attachment picture shows. I am the consumer and if I kept telling them to fix a door ****************************************************************************************************** fact they should know to look at the entire shed as they warranty the entire Shed. I have a lot more pictures but do not have enough time to send everything to this email. I just want to use my shed to store extra household items. 

  
  Sincerely,
  
  **** Blue

  Customer Answer

  Date: 03/17/2025

  
  I will be sending a few text conversations (I am trying to send under one email and not working sorry) with Tuff Shed along with pictures that date back to the beginning of my purchase with Sales order #******* 9/16/17 for $2996.96. I believe the installation of first shed. However, removal due to improperly installed in the beginning and a new shed in same place with completion I believe 10/26/2017. I have this all noted on my paperwork with every conversation with **** my Salesperson.
  
  Here is one text conversation as to fixing my door 8/23/2023. This is after a new door was put on and he kept trying to bend the door with bodily force. ***** was the Area Superintendent at that time and when the door was still not sealed properly he attempted to use weather stripping.  It was adhered to metal on the door and does not stick and does nothing to seal it at all. He stated that was the best they could do on the door and that is why they used the weatherstripping. I will include all pictures of how the door was mounted that they say is functional and operational but it will clearly show that it reflects being bowed at the top and bottom from the beginning. Weatherstripping would not have helped and have no idea what door brush seals are as do not recall having that conversation. I did ask if the weatherstripping was covered under warranty and got no answer. Also, was told that ***** did not work for them for long by the warranty department and his fix did not work at all.
  

  
  

  Customer Answer

  Date: 03/17/2025

  I have been complaining about the door from the beginning along with a horrible smell, bent door and mold and mildew along with extra lizard families all over my belongings. I do not think the lizards would be a problem if the door and structure was sound. Furthermore, in the statement given by Tuff Shed they say they investigated and found no leaks or issues. I am not aware of any investigation of anything other than the door as noted in my texts.  I sent some of these pictures to **** who sold me the shed, has the same shed and stores the same items I do in Jan 2025 and he has no issues of 5 years.  Per the attached pictures, I believe the roof was not installed properly causing the door to warp which in turn would not seal. There are 4 pictures from 11/21 and July ***************************************************************************** shimming it several times. I also attached several pictures of broken and rusted nails along with roof shingles and the inside of the shed with the same rusted nails. A properly installed roof should not have rusted nails nor allow mold and mildew to ruin stored items just like my home roof. They state they strive for weathertight not airtight and that their roof sheds last in ******* typically ***** years. Mine has been an issue since installed. I have done my part by notifying them of my issues with the warranty department.  
  
  Thank you **** Blue
  

  
  

  

  Business Response

  Date: 03/27/2025

  Thank you for providing detailed documentation, including the text conversations and images relating to your shed installation and subsequent issues. I truly understand how frustrating this ongoing situation must be, especially after the investment and time you've already committed since your original purchase on September 16, 2017, under Sales Order #*******. We sincerely apologize for the inconvenience caused by the improper installation of your first shed and the recurring issues with the door. Regarding the issue on August 23, 2023,involving the door adjustment, I understand your frustration with the bending method used and the subsequent weatherstripping solution, which unfortunately did not resolve the sealing problem. Thank you for your continued patience, and again, we apologize for the inconvenience you've experienced.

  Customer Answer

  Date: 04/02/2025

   
  Complaint: 23016619
  
  I am rejecting this response because: 

  I looked at the response last night from Tuff Shed and not sure how to proceed. In the previous response they state door issues but warranty found it functional and operational or I should have known to add something to the door and/or installed a different door. How would I have known about fixing it properly over the years if they are in business to sell sheds and I am a consumer that is relying on them to provide a strong structure to house my storage items. The last line states additional complaint of finding nails and loose shingles, Warranty team and Superintendant investigated, and found no leaks or issues". Again, they have only replaced, shimmed, bent, reviewed, or inspected the door. The new response appreciates my frustration, pictures, emails, time and effort involved in trying to resolve my issues with my shed and door and how it did not resolve the sealing problem. Last line states thank you for my continued patience and again they apologize for the inconvenience.

   

  My question is since they stated they found no issues with the roof even though I sent pictures that prove otherwise and all they commented on was the door in the last response, what do I do now? My continued patience means what? I need to be able to get a shed that I can use for the purpose intended. I paid ******* 7 years ago for this Shed that I can not store anything in that will not get ruined by mold/mildew, etc. I cant remove it, move it, sell it, etc as it is adhered to the ground. I am at a loss as to what to do. Having an 8 by 8 shed is more than an inconvenience when you cant use it.

  
  
  Sincerely,
  
  **** Blue

• Initial Complaint

  Date:02/22/2025

  Type:Service or Repair 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.

  On 1/6/25 a Tuff Shed sales *** met with my husband regarding the specifications of the shed & pricing. The grand total for the job was $8,390.38. We paid extra for Tuff Shed to handle the permit process, the permit was approved on 2/5/2025 and February 11, 2025 was our scheduled install date. The morning of 2/11/25 we received a call that the installers where on the way to our home & should arrive by 11am. About 10 minutes before their arrival time, we received a call stating that their truck was on the highway leaking antifreeze, they were about 10 minutes away from *********. So, the install had to be cancelled & a ***resentative from Tuff Shed would call to reschedule within a day or two. I received a call from Tuff Shed 02/12/25 saying that our new install date was 2/14/25, on 2/14/25 we received a call about 10 minutes prior to their scheduled arrival time, was told that truck was still in the shop so the shed wasn't going to be installed. I called on 2/18/25 to check the status of the shed install. I was met with the truck was still in the shop and was told it's in a ***air shop only 10 minutes from our home, I explained that this was unacceptable because I should've been kept in the loop about our project, I asked if they could send another company truck to unload the parts. I was told that everything was loaded using a forklift so it would be too much for 2-3 men to unload alone. So, again nothing was being done to accommodate us. I made several calls and left messages at Tuff Shed NO ONE would call me back. I reached a ***. who answered and sort of helped me but when I tried calling her back, my call went to voicemail. Our shed was installed 2/21/25 BUT the company did not include the hardware to install the door to the shed, so we don't have a door for our shed, Tuff Shed makes the hardware for their doors I called Tuff Shed, left a message & I'm sure my call won't be returned. I feel like once the sale was made the customer service stopped this is awful

  

  Business Response

  Date: 03/03/2025

  I reached out to ******** **** and explained that, unfortunately, the shop where the truck was being serviced did not allow any of our team to unload the shed due to liability concerns. However, once the truck was moved to a new shop, I immediately had another crew from our factory go and unload the shed, installing it the same day. After installation, the contractor informed me that the door hinges and handle were missing, and the anchors needed to be installed. However, due to frozen ground, they were unable to complete this step. I reached out to ******** again and assured her that someone would return the next day to complete the installation. The following day, ****, our factory repairman, went out to install the door, hinges, and handle. Unfortunately, the ground was still frozen, so he couldn't install the anchors. I updated ********, letting her know that another visit would be scheduled for the final installation. A Tuff shed installer later went out and installed the anchors as promised.

  On Friday, 2/28/25, I reached out to ******** one last time to confirm that everything was installed to her satisfaction. She did not answer, so I left a voicemail and followed up with a text message, asking if everything was completed to her satisfaction and if there was anything else we could do for her. As of today, 3/3/25, I have not received a response.

  Customer Answer

  Date: 03/03/2025

   
  Complaint: 22976359
  
  I am rejecting this response because: I received and rejected the response for complaint id#******** from ******************** because all of the information that ******* stated was totally incorrect. 
    
  I was notified by the installation crew on February 11, 2025 who is the subcontractor (not Tuff Shed) that his truck was leaking antifreeze and had stalled on the highway. He said that a towing company had been called and that he'd let me know what was going on. I received a call from the installer who let me know that his truck had to be towed to the repair shop, so I wouldn't have my shed installed on that day. He advised that someone at Tuff Shed would call me in a day or two to reschedule my install. 
    
  No one from Tuff Shed called me to inform me about my shed, as ******* stated in her response to my complaint. Any and all calls placed to Tuff Shed were initiated by me and my calls were never returned. ******* failed to mention that she was supposed to return my call per a representative by the name of ********; it's odd how she can say that I hadn't returned calls but failed to mention that she and any other worker from Tuff Shed ever returned my calls. There's alot of finger pointing from Tuff Shed towards me and she's not taking full responsibility for their unacceptable behavior. 
    
  I continued getting system generated emails from Tuff Shed regarding my shed installation after the February 11, 2025 incident, I was supposed to have an install on February 14, 2025 and it was about 10 minutes before the arrival time on that date when I received a call that our shed wouldn't be installed because the truck was still in the shop. Still no one (not even *******) provided the information that ******* listed in her 3/3/25 BBB response about the truck. 
    
  The man I spoke to on February 14, 2025; kept making excuses about the truck and told me that the part for the truck hadn't come in yet. He said the truck is in a shop either 10 minutes or 10 miles from my home; like that was supposed to make me feel better. I explained that at the time, it didn't matter where the truck was located, because the shed wasn't at my house. I asked if someone from Tuff Shed could drive to the repair shop to take the materials off of the truck and load it onto a company truck. Still no detailed response that this was the subcontractor's truck not a company truck. I was told that the materials were loaded onto a truck by a forklift, and it would be too much for 2-3 men to unload. Still, no effort was made to provide additional information nor did he care that I wasn't being contacted regarding any updates on the installation of my shed. 
    
  I kept receiving automated emails from Tuff Shed regarding installation dates and times, no follow up calls from Tuff Shed on whether or not the install would take place and of course it never did. The final automated email stated that the shed would be installed on Friday February 21, 2025; so from February 14th until February 20, 2025 no phone calls from Tuff Shed. I received a call on February 21, 2025 that our shed would be installed that day. Of course, I wasn't thrilled because it had been 10 days since we were supposed to have our shed installed and we hadn't received a phone call from Tuff Shed so I didn't trust that our shed would be installed. 
    
  On Friday February 21, 2025 our shed was installed; but when the installers were going to put up the door, the hardware for the door wasn't there so our shed was installed without a door. The installer called Tuff Shed, sent me a text and told my husband that the door hardware wasn't included so the door couldn't be installed. Again, no one from Tuff Shed called to provide an explanation nor did anyone from the company come to our house at least on Saturday morning to install the door. 
    
  Our shed remained open all weekend long until an installer called me on Monday morning to say he was coming to install the door.  Another example of unacceptable business practice by Tuff Shed and no phone call to apologize for what happened. We spent well over $8,000 on a shed that had to be left open for any animal or homeless person to get into because it didn't have a door. Our shed remained open (without a door) all weekend from Friday February 21st until the installer came out on Monday February 24th to install it.  
    
  By February 26th, I received a docu-sign email from ******* requesting my signature stating the install had been completed and she stated in the email that if I had questions or any outstanding inquiries that they'd be addressed even if I had already signed the document. Before signing anything, I read over the paperwork which stated that paint, paint brushes and rollers were given to the customer so we could apply the second coat of paint to the shed. Wait a minute because we ordered a shed with siding and why is it our responsibility to paint a shed. 
    
  I left a voicemail message from ******* on February 26, 2025 explaining the above and told her that I wasn't signing anything until everything has been taken care of.  ******* never returned my call regarding the question about the paint. I sent ******* an email on February 27, 2025 at 4:35am since I didn't get a return call from her and expressed my concerns. She responded to my email and said that she would forward my concern. Now, it's not like Tuff Shed was or has been ringing my phone nonstop about my concern because they left a voicemail message on February 28, 2025 at 9:03am (after my February 26th inquiry) the caller left a message saying that they wanted to make sure that everything was good regarding my shed, never did he address my concern about the paint. He asked me to call him back. I had a busy day at work and in addition to working full time, I'm also a caregiver to my elderly mom. So, no I didn't return his call. 
    
  On February 28, 2025 I received a text from **** at Tuff Shed, checking to see if everything was good. That still didn't address my concern, I responded to ****** text at 4:33am today March 3rd, we ended up talking on the phone at 5:44am today about my concern regarding the paint. **** told me that the company applies the second coat of paint before the shed is installed at a customer's house and he said that he'd have someone come out and apply the second coat of paint on our shed. Which someone came out and painted our shed.  
    
  As you can see Tuff Shed has dropped the ball during this entire process and as I stated before once they had a sale the customer service stopped and the childish  response to the BBB complaint only confirms what I have been saying about them. Not owning up to their mistakes makes it worse. 
    
  Thank you  
    
  

  
  

  
  
  Sincerely,
  
  ******** ****