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. has 146 locations, listed below.

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  Tuff Shed, Inc.

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

  
• 

  Tuff Shed, Inc.

  421 Bedford St. Whitman, MA 02382

  
• 

  Tuff Shed, Inc.

  6497 Collamer Rd East Syracuse, NY 13057

  
• 

  Tuff Shed, Inc.

  7447 Route 96 Victor, NY 14564

  
• 

  Tuff Shed Inc.

  1172 Route 109 Lindenhurst, NY 11757

  

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:09/26/2022

  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.

  The shed was installed crooked, has a missing roof piece, the floor is buckled up in one spot, has an slit opening at the top where the missing roof piece is suppose to be, nails sticking out all over, the drip edge was pieced together very poorly instead of a solid piece. I keep being told the *************** will be out to fix what they can, but they cannot move the shed due to the size. No one has come out yet to fix anything.

  

  Business Response

  Date: 10/03/2022

  The customer has been scheduled for 10/4 for our service team to come out and fix the issues with the shed install.

  Customer Answer

  Date: 10/04/2022

   
  Complaint: 18129106
  
  I am rejecting this response because:

  The same crew that did the original install who told me they can't fix the buckled floor because that is the floor they were sent. They were careless with the initial install and I was sent the same careless crew to work on it again.  They were going to put on the missing roof piece and go around and hammer the nails they originally left sticking out. This is completely unacceptable as the floor is buckled and the drip edge looks like it was put on by a child. The ************** said they will try and send someone else out on Friday. WHY is this same crew still working for Tuff Shed?
  

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

  

  Business Response

  Date: 10/06/2022

  The store management team has been in contact with the customer. Due to distance and travel time for our warranty techs and scheduling constraints, the customer requested a reimbursement to have the work completed on her own. The manager offered a $500 refund and was accepted by the customer. The refund is in process.

  Customer Answer

  Date: 10/12/2022

   
  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:09/22/2022

  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.

  My dad, ***************************, purchased a Tuff Shed and was told that the turn around time was 5-6 weeks. He looked at numerous other options (log barndominiums and metal buildings) before going with a Tuff Shed due to the available time. However, what Tuff Shed promised was not true. My dad was told that the planning approval would be no problem and here we are 5 weeks in to this purchase and now told it could be an additional ***** for engineered plans. My dad's house is closing on Oct 11 with no place to go and no help from Tuff Shed. His wife has dementia and has been lost 4 times. He is moving to be closer to his children for help. He needed the shed to be completed in the time frame quoted. Corporate was no help, only said that they can't know all the rules all over the country (not acceptable and not disclaimed from Tuff Shed). My dad wants his order cancelled and refunded. He is a Purple Heart Vietnam Veteran with PTSD who was a successful businessman for 30 years.

  

  Business Response

  Date: 09/26/2022

  The local management team is working with the ********** to cancel this order and refund the money that's been paid.

  Customer Answer

  Date: 09/28/2022

   
  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,
  
  ***************************************

   

  My dad has been told he would get a refund check instead of putting back on debit card on which it was paid.  Awaiting the check in the mail. 

• Initial Complaint

  Date:08/29/2022

  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.

  Early June 2022: Fiancee and I got a quote from Tuff Shed on building a shed that would be used as her home office.6/4/2022- Tuff Shed salesman *********************** removed the addition of a building permit to our shed quote, due to " not needing one within OKC if building is less than 200 sqft". Our building is ~168 sq ft. I have researched city code and determined that this is incorrect and asked Tuff Shed to complete the permitting as requested. 6/28/22-Contacted OKC permitting office and confirmed that our structure required a permit. Contacted ******* @Tuff Shed same day to inform him of conversation. Was told Tuff Shed would start the permitting process immediately. 7/16/2022- Shed was installed. Building permit was not issued prior to build, but I was told by ******* that the permit was in work. 8/1/2022- Electrician who is wiring the building informed me that no building permit was on file for the structure and electrical work would need to cease until building permit was approved.8/1/2022 Tuff Shed contacted about permit. Was told additional fees are now required.8/4/2022 Payment sent to Tuff Shed for permit work.8/11/2022 Building permit submitted.8/12/2022 Building permit sent back to Tuff Shed for comments.Current Status: Unknown. Need BBB assistance for issue resolution.

  

  Business Response

  Date: 09/07/2022

  From the General Manager:

  The customer had us build the building in her back yard exactly as she wanted it placed. A building permit was not originally pulled because it is under 200 sq. feet. and is not required by the city. We verified that again with the city.  On or around Aug. 11, I spoke to ******************** and her issue at the time was that her electrician was trying to pull an electrical permit and there was no building permit on file.  The city then said that it was too tall and anything over 10 needs a permit.  At the request of ********************, a permit was pulled, and she agreed to pay for us to pull it.  However, the city has now said a permit is not needed for the square footage or the height. Now the issue is, the customer had us install the building 5 from her backyard fence and the city requires a 10 easement away from her back fence.  The 12x14 building was built exactly where she wanted it placed and now she wants us to move it 5 feet out of the easement.

  Customer Answer

  Date: 09/12/2022

   
  Complaint: 17792692
  
  I am rejecting this response because: the issue is not addressed. The response indicates that a permit is not needed, which per a conversation with the ************* Planning and ****************** is incorrect. I was told by ************* that a permit is needed, and the existing structure will need to be moved due to being built in a incorrect location. If Tuff Shed had followed their own policy in this matter and submitted a site building plan prior to building the structure, the incorrect location would have been identified and resolved. Current status is a building in a incorrect location with no permit, and Tuff Shed unwilling to have any contact with me. A lawsuit may be required to resolve.
  
  Sincerely,
  
  *********************

  

  Business Response

  Date: 09/23/2022

  The customer has been scheduled and confirmed for our crew to come out on Wednesday, Sept. 28 to have the shed moved 5' off the easement as requested and we will be installing an outswing door.

• Initial Complaint

  Date:08/28/2022

  Type:Billing 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 signed a contract for a custom shed May 25, 2022, and I STILL HAVE NO SHED INSTALLED after 3 months when I was told it would take only 6 weeks.I STILL have no shed and Tuff Shed charged my credit card on Sunday when Tuff Shed is CLOSED and I can not contact Tuff Shed, for 90% of the payment.I HAVE NO SHED ON MY PROPERTY!They were not authorized to charge my credit card for a second payment.I did not authorize them to keep my credit card on file.

  

  Business Response

  Date: 08/30/2022

  The Assistant Manager called and spoke with the customer. The customer's building permit was issued by the city on 8/25 and had been scheduled for installation on 9/3. Payment installments are automatically processed based on the stage of the sale (down payment, release to production and upon completion). The assistant manager has refunded the customer's 2nd payment as requested and will reschedule the customer's installation until he is able to complete some additional site prep work, the swale. He will continue to keep in touch with the customer throughout the process and will be able to install the shed when the customer has completed the swale. They have agreed on an updated payment schedule.

  Customer Answer

  Date: 08/30/2022

   
  Complaint: 17787481
  
  I am rejecting this response because:

  Tuff Shed ****** says they refunded the $4867 but my credit card show no refund and a 2nd charge in the same amount. This second charge has gone past my limit by almost $4000.

  Again, No refund is showing (See Attached)
  

  This is after I talked with ****** yesterday and he said they would refund the money. I woke up to the second charge this morning.

  Also, no where in the signed contracts or supporting documents does it state that another 40% will be paid prior to the installation. I have not violated the contract the merchant has.

  After I searched the Orange County Permit page, it shows the permit was issued on 1 Aug 2022 after multiple error submitted by Tuff Shed and a set back issue to I needed to resolve.

  I looked forward to this being worked out because we want the shed. Now that I am talking with a person I hope I can get my shed, the money refund to the credit card I did not authorize to be charged, and I can submit payment that does not put my card over the limit.
  

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

  

  Business Response

  Date: 09/07/2022

  The customer has been refunded for all payments made after the initial 50% deposit. We have corrected the error in our system that would charge the customer again after refunding his money. We will send him a manual payment request for the balance due after all work has been completed. The customer is scheduled for his shed to be installed this Saturday 9/10. The General Manager attempted to contact the customer with no response. He left the customer a voice message today to confirm everything.

  Customer Answer

  Date: 09/13/2022

   
  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:08/26/2022

  Type:Order 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 was scheduled to have a Tuff shed delivered and installed this week. I purchased this shed through homedepot. I received a call the day before to tell me what time my shed would be arriving. I had taken the day off at a cost of $160. I asked about the permit I paid for through Tuff shed, which I was overcharged for at $400+ even though had I pulled the permit, it would cost less than $100. They require you to let them pull the permit if one is needed. I was told they'd have the sales rep call me about my permit. I received a call where the sales rep told me they hadn't pulled a permit for my property because they decided I didn't need one. Had I not asked, I would have assumed they had one and been defrauded out of that permit fee I had paid for. I made multiple calls to the saleslady about the shed not being able to be built without a permit after she had advised me she'd call back, only to be ignored and none of my calls returned. I had hired movers at the cost of $500 to help me move items into my completed shed the weekend it was built. Because of their actions, I had to pay the movers anyway without moving what was needed. It was too late to cancel the movers by the time I found out. Now no one will respond to me and I do not know what is going on. Nor do I know when or if I will ever receive my shed.

  

  Business Response

  Date: 08/30/2022

  The Assistant Manager called the customer and offered to pay back the amount for lost pay. He asked the customer to provide the receipt for the movers for reimbursement. The Assistant Manager will keep the customer updated on permitting.

  Customer Answer

  Date: 10/04/2022

  I am aware you have closed this complaint. I, however, am still having issues with Tuff shed. My shed still hasn't been installed. Now they are claiming to have returned my permit fees, yet I have received no credit to my credit card. I have talked to ********** who claims the money is still in the account and they can't access it. Tuff shed is refusing to install the shed I paid for in full. I would like a full refund now as it seems Tuff shed has no plans to install the shed without me paying permit fees twice. I refuse to pay again for what I already paid for. I ask for your help resolving this issue. If you can't help I will have no choice but take the issue up with my credit card company.

  

  Business Response

  Date: 10/14/2022

  The Assistant Manager has been in contact with the customer. There was a delay in processing the customer's refund. They have resolved the issue and the refund has been processed. The customer's install is already scheduled and the customer has expressed satisfaction with the current status update.

  Customer Answer

  Date: 10/31/2022

  this has been resolved. Please update the complaint thanks for all the help

• Initial Complaint

  Date:08/26/2022

  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 Tuff Shed at our local ********** store on 7/25/2022 for $6028.56. They came out to install the shed on 8/16/2022. As they were installing the shed, my husband and I noticed numerous things wrong with the shed. The wood was damaged in multiple places, the wood trim on the top was uneven, crooked and the trim was cut too short for the shed. While they were trying to put on the front door, the nails went through the wood and are still exposed; the wood frame inside holding the door is bowed, so the door will not shut properly. In order to close the door, you have to lift it and slam it shut. The installers said that the doors are purchased through another company, so wont be replaced for at least 3 weeks. We went outside and spoke to the 2 installers and told them that we were very unhappy, they told us to call corporate and have the warranty department come out to fix it and that "they have to work with what they are given, and that the company constantly makes installers look bad." We asked them if they could just stop the installation until we contacted someone about this, they said they have to finish the job or they do not get paid and that we need to just call in the morning and they will fix our issues." We called corporate, spoke to someone in the warranty department, sent them the photos, they said that they "stand by their work" and that they would send someone out to our house to "look over the issues" on 8/26/2022, 10 days after the installation. We are unable to use the shed in this condition, and we have not received a phone call verifying our appointment. I tried to call the corporate number, and a recording came on that said "you have reached your *** hold time; you need to leave a voicemail." We want this shed fixed. The lack of communication and the product quality is not what we purchased. We believe that standing by your product is not shown here in the product quality or communication. I uploaded 14 photos.

  Customer Answer

  Date: 08/29/2022

  Good afternoon,
  
  Tuff Shed came out and fixed our issues on 8/26/2022, so I would like to close out my complaint, and so the company does not have to respond. We are satisfied with the job at this time. Please, close the complaint.
  
  Thank you,
  *********************************
  ************
  

  
  

• Initial Complaint

  Date:08/19/2022

  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 ordered my shed and payed in full on June 27th. I was told I would be contacted for scheduling within 2 weeks. I was not called so I reached out on July 11th and told my order was processed and would be called in a week. I was not contacted so I called again on july 18. I was able to get and appointment set for july 26th. The morning of the 26th I was told the builder had called in sick and they would not be out, my appointment was moved to 8/2. The morning of 8/2 I received another call saying the builder had called in and my appointment was moved to 8/4. On 8/4 the team came out and set up the shed. When the shed was " completed " I came out to look at the shed and they explained it was to humid to paint. They left a can of gray paint and told me to call my sales person to get a can of while and i could finish the job myself. At no point did they say anything about coming back another day to finish. The paint is splotchy and has run down onto the metal trim around the bottom of the shed. The paint on the trim around the door is scratched and there is roof tar stuck to it. The window is on the wrong wall and there is nails that that have not been nailed all the way in. I called customer support on 8/6 and was told they would send information to the local tuff shed and I would be called by end of week. I did not receive a call so I reached out again on 8/12. At this point I was told my issue was being escalated and I would get a call in two business days. Again I did not get a call in the time frame I was told so I reached out on 8/ 17, told they would push my concerns higher up and give it one business day. Today is 8/19 and I have not heard anything. At this point I want my money back. It have received horrible service from tuff shed so i am reaching out for resolution this way

  

  Business Response

  Date: 08/26/2022

  This complaint was passed along to the local Tuff Shed team, and the District Manager has reached out to the customer. The District Manager will continue to keep in contact and will schedule time to go out to the property to inspect and fix issues. 

• Initial Complaint

  Date:08/17/2022

  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.

  All events occurred in the year 2022 On May 4th I ordered, and paid for, a Tuff Shed to be installed on my property.On May 10th I called Tuff Shed scheduling to have my shed installed. I was given a date of June 6th between 8 & 10 a.m. When I called them on June 2nd with a question, I was told my installation would be delayed until June 7th because the installer had Covid.On June 7th I waited until 10:30 for the installer to arrive. At that time, I called the scheduler and left a voice mail message. I called again at 11:00 and left a message. I finally reached a person at 11:30 and was told no installation were being completed that day. I received a new date of June 17th. On June 17th the foundation of my shed was installed. The installer told me his other installer was not available and nothing else would be done that day. The door and a few other pieces of the shed were left. June 20th another installer arrived he thought all of the shed parts were there ready for him. By the time the other parts were delivered only about 1.5 hours work were done.June 21st and 23rd several hours of work were done, but several pieces of the walls had been damaged and work was stopped.Nothing else was done until July 6th after which time the installer was rescheduled to build other sheds.July 9th the structural part of the building was mostly completed but with the wrong door hardware and a piece of roof flashing missing.The whole shed should have received a second coat of paint per the installation expectations documents but it was not done.This finishing work was rescheduled for July 29th, Aug. 8th, and Aug. 17th but was not done.I have made over 32 calls to Tuff Shed and have only received 3 responses.I have been hounded via email to sign warranty documents that my shed is completed every week since June 17th which I have declined to sign because the shed is not complete.I want my shed completed correctly.

  

  Business Response

  Date: 08/25/2022

  This complaint was passed along to the local Tuff Shed team, and the General Manager has confirmed they've scheduled the customer for 8/20 to complete any outstanding work. 

  Customer Answer

  Date: 08/25/2022

   
  Complaint: 17729554
  
  I am rejecting this response because:
  

  A representative of Tuff Shed was dispatched to my home on 8/20. 

  The 'flashing'/drip guard that was missing was installed.

  The correct door hardware was still not available.  The representative attempted to replace the interior panel of the door that was damaged due to the attempt to install acceptable hardware but he did not have access to the proper tools to fabricate a duplicate panel. He returned on 8/24 to replace the door panel, but the replacement panel was damaged in transport and could not be used. He requisitioned a replacement and informed me that a complete new upper door would be delivered to ******* today, 8/25, and he would install it at his earliest convenience.

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

  

  Business Response

  Date: 09/02/2022

  This complaint was passed along to the local Tuff Shed team, and the Assistant Manager confirmed with the customer any outstanding items were completed. 

• Initial Complaint

  Date:08/11/2022

  Type:Sales and Advertising 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.

  Tuff Shed Order #******** Amount Prepaid $6,554.77 1. The Shed was placed 12" off-**** and needs to be moved.2. Shed also needs to be leveled 3. A screen was missing from one window - not previously discovered or reported to Tuff Shed Repeated telephone calls and email highlighting these deficiencies have been ignored.We simply want to receive what we had paid for and the Project successfully completed.

  

  Business Response

  Date: 08/16/2022

  This complaint was passed along to the local Tuff Shed team and the customer has been contacted. The team spoke with the warranty schedule to get the customer scheduled to address and take care of any issues. 

  Customer Answer

  Date: 08/16/2022

   
  Complaint: 17702211
  
  I am rejecting this response because as the "Open Items" have yet to be resolved.

   

  8-16-2022  Received telephone call from Tuff Shed advising corrections are scheduled to occur  Friday 8-19-2022.

   

  We'll comment again when the following "Open Items" have been completed:

  1.  Move Shed approximately 12" to the right

  2.  Level the Shed

  3.  Provide and install the missing window screen
  

   

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

• Initial Complaint

  Date:08/08/2022

  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 purchased a garden shed from Tuff Shed on 5/27/22. It was installed on 7/6/22 (one week later than originally scheduled). There were several things that were not delivered that I paid for. These things include:- second coat of exterior paint - bottom door latch - third ramp I have repeatedly contacted Tuff Shed requesting the above items, but cannot get any schedule of when (or if) they will be delivered. It's been over a month now and they are non-responsive. I simply want the products and services that I paid for.

  

  Business Response

  Date: 08/16/2022

  This complaint was passed along to the local Tuff Shed team, and the customer is scheduled for tomorrow, 8/17, to have issues addressed and taken care of. 

  Customer Answer

  Date: 08/17/2022

   
  Better Business Bureau:
  

  I was told that problem would be resolved today (8/17/22) between 10am and 12pm.  The crew did not arrive until 7pm, but the problem was finally resolved.

  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***************************