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:07/20/2022

  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.

  When purchased through ********** in ************ **, we were told a permit was not required. We later found out a permit was in fact required. Part of the permit process requires that the out building (shed) be rated to 110 mph wind resistance. We also went back to ********** and purchased the 2 mechanical flood vents required as part of the permitting process. However, Tuff Shed refuses to give us in writing the wind resistance rating and the reciept shows a part number instead of item description. They now want to charge an extra $150 to get this information in writing. Until we have obtained this information, the permit process is at full stop. At this point we are only requesting the above mentioned information to complete this project.

  

  Business Response

  Date: 07/27/2022

  This complaint was passed along to the local Tuff Shed team, and the District Manager has confirmed he spoke with the customer and provided the information requested for permitting. 

  Customer Answer

  Date: 07/29/2022

   
  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:07/16/2022

  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.

  Ordered a shed from Tuff Shed May 28, 2022. They immediately charged the full amount pf $4,923.60 to my credit card through my local ***************************. Received notification shed was ready to be scheduled for install mid June. Took me two weeks to get ahold of their scheduling department to schedule the install. The install date was set for July 14th, 2022. Was told Id receive a confirmation call on July 13, 2022 to confirm the install. I never received a call but I called the ******* factory to confirm the install. The scheduler said I was set for July 14 and my shed was loaded on the truck. I received a phone call the morning of July 14th, 2022 from a lady named Payten that one of their employees called in sick and they were not able to install the shed. I requested a full refund for the shed from Payten. Payten stated only her manager could refund my money but he wasnt at work that day. On July 14th, 2022, I filed a complaint through Tuff Sheds website about what had occurred and that I wanted a refund. A Tuff Shed District Manager called me and stated it was hard to deliver sheds in my area and that I could either schedule a new date for install or get a full refund. I opted for a full refund. The manager stated he would fill out the form and send it to my local ********** for refund. On July 15, 2022 I called ************************* to check if the refund had been processed. I spoke with ********** Manager ***** who informed me ********** had not received the refund request from Tuff Shed. At around 3pm on July 15, a customer service agent from the *************** stated she had processed my refund and that it may take 3-5 days for it to show on my credit card. I have not received anything in writing of the refund. I have also filed a dispute with my bank. On July 16, 2022 I filed a complaint through Tuff Sheds website requesting in writing the order has been canceled and refunded.

  

  Business Response

  Date: 07/21/2022

  The District Manager spoke with the customer on 7/14 and advised that ******************** would transmit the refund request electronically to ********** and that the store would process the refund. The DM also advised that it could take a couple of days for HD to receive and process the refund. According to notes, it looks like the customer contacted the store the next day on 7/15 and the associate advised that the refund was not submitted. The customer received another call from the ********** later in that same day and advised the customer that the refund had been processed. The customer is looking for confirmation of the refund. This is a issue that should be addressed by the ********** as we never installed the building therefore we did not receive payment on the building. In addition, the process that the DM advised the customer of is exactly what ******************** did. We processed the refund request exactly as described to the customer.

  Customer Answer

  Date: 07/21/2022

   
  Complaint: 17578143
  
  I am rejecting this response because:
  
  

  While I have since received my refund, I havent received anything in writing except Tuff Sheds response here. Also when I ordered the shed all communication was through Tuff Shed and not the local *********** My local ********** were the ones who billed the shed to my credit card. I took it upon myself to call my local ********** to ensure the refund would take place due to the lackluster business practices conducted by Tuff Shed and knowing they dont hold up to any promises they make. 
  
  Sincerely,
  
  *************************************

• Initial Complaint

  Date:07/16/2022

  Type:Delivery 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.

  Ordered a yard shed from Tuff Shed May 30 2022 order #****** and placed a deposit of $2839.72. They quoted 2-4 weeks to build. Installers came June 29th and after a couple hours announced that they did not have all the parts to finish the job and someone would be in touch. They left that day leaving no roof or trim on the shed. In the mean time they charged $2367.72 to my credit card. I placed numerous calls to the local representative and also e mailed their customer care people to which they apologized but nothing happened. Finally I received an email that they would be out Saturday July 16th to finish the job between **** AM and would call when on their way. No one called or showed as of 12:30. I am totally frustrated with these people and now have a useless structure into which I have invested over $7000.00 including excavation expense.

  

  Business Response

  Date: 07/21/2022

  This complaint was passed along to the local Tuff Shed team, and the District Manager has confirmed he has spoken to the customer a few times and has let the customer know they are scheduled for completion on Tuesday, 7/19. 

  Customer Answer

  Date: 07/21/2022

   
  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:07/15/2022

  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.

  On 4/27/22 we purchased a tough shed from the factory outlet. It was supposed to be delivered and assembled on 6/23/2022. We received a phone call that there had been an accident and our shed had fallen off the truck and we were rescheduled for 6/30/2022. The shed was delivered that day and assembled but it was missing the covers tie down bolts and some flashing. I was told at that time that I would receive a call this evening or the next day to reschedule that work this was at ************************************************************************************************************* No one ever returned our call no one has called back we repeatedly called and tried to speak to ***** from Tuff shed who sold us the shed. I then disputed the charge as I was unable to get any response I was told that ********** is the original seller of the shed. I spoke with **** from ********** and he contacted Tuff shed on my behalf this is now July 6. I was assured that I would have an appointment to complete the project July 14 and I received a call from **** reporting that he was the regional manager for Tuff shed and he apologized for my inconvenience and again assured that I have an appointment for 14 July and a rain date of the following Sunday. July 14 game no one called no one showed it was a beautiful sunny day and it is now supposed to rain the upcoming Sunday. I called **** back and he called **** and **** said that **** would be giving me a call as of **** July 15 I have received no return call. I would like the shed completed as agreed-upon in our contract.

  

  Business Response

  Date: 07/21/2022

  This complaint has been passed along to our local Tuff Shed team, and the District Manager has confirmed that the customer was taken care of the weekend of July 15th, and according to a representative from the *********** everything was completed to the customer's satisfaction. 

  Customer Answer

  Date: 07/21/2022

   
  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,
  
  *************************** the shed is complete thanks to Brad 

• Initial Complaint

  Date:07/14/2022

  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.

  Shed was built horribly. I called tuffshed the day after it was built to list some issues I had with it. Drip rail was installed wrong looks like they used scraps and 1/4 of it was missing. A hole in the floor that was cut out with a sawzall and patched you can see the ground through the 3/8in gap. The wall the shingles looks like a beaver chewed them, not cut with the proper tools. You can see the drip rail over the shingles. Siding has a hole in the back of the shed that looks like someone missed when they were swinging a hammer and put a hole in it. The left wall in the back is lifted 3/4 of an inch. Ive called and left messages, asked to have it escalated. Its been built since the 27th and Im unable to use it as the floor needs to be replaced. Worst customer service Ive ever dealt with and will never use them again.

  

  Business Response

  Date: 07/21/2022

  This complaint was passed along to the local Tuff Shed team, and the Assistant Manager did confirm he reached out to the customer and have diagnosed all of the issues with the build to come up with a plan to repair. A DWT is scheduled to visit the customer on 7/28 and complete the work. The AM will follow up with the customer after the service to ensure they are satisfied with the outcome. 

• Initial Complaint

  Date:07/11/2022

  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 purchased a Tuff Shed from the ********** in ************** that included installation. After saving the configuration on-line I contact ***********************. He stated that he could meet me or my wife at the ********** to finalize the order. My wife went into the ********** and explained that what was offered on-line was not exactly what we were looking for but we had settled for the design available. ***** explained that he could redesign to meet exactly what she wanted. She called me from the store where I spoke with ***** and during that conversation we discussed the specifications including that the building would be anchored using 4 4ft anchors. Once we agreed he sent me an email on June 28 with instructions on how to prepare for the installation (see attachment "what to expect") On June 29 ********************* from Tuff Shed sent me the same document requesting a signature through Docusign. On July 8 I received another email from ****** requesting I sign so they could do the installation (see attachments) I followed the link and was taken to Docusign and was asked to adopt a signature, which I did. Reading the document I understood that the installers would provide me with an opportunity to sign a certificate of completion once the install was complete. Upon completion of the installation there was an approx 1/8 inch gap between the doors at the top where rain could enter from a flaw in the manufacturing process. I asked the installers to notate it on the certificate of completion and they informed me that they do not do certificates that I should have received it in my email. Installation was done on July 11. I went back to my email to find the the document that ****** had sent me on July 8 was already signed and dated July 8 that installation was complete and satisfactory 3 days before the installs even showed up. When the installers showed up they informed me that there were no anchors. I called ***** and was told he decided not to include them.

  

  Business Response

  Date: 07/21/2022

  This complaint was forwarded to our local Tuff Shed team and the Regional Customer Experience Manager. The team did let the customer know that the DocuSign that was sent to the customer on Friday prior to the installation, there is a Notice to Owner on the document that states the customer is not to sign the completion certification or any agreement until the project is complete. The 1/8 gap was needed in the double door so they would not rub against one again and be damaged. After speaking to the customer on these two items, they remained unsatisfied. 

• Initial Complaint

  Date:07/10/2022

  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.

  On April 18,2022 i entered into a binding contract with the company Tuff Shed and its representatives to coordinate the permitting and installation of a pre-fabricated outdoor shed at my home,Tuff Shed was paid $7,195.25 to complete this project and $3500 in concrete, materials and labor in support of this project. I provided all required documents such HOA approval letter, layouts,demensions and original property blueprint as it relates to property lines and flood zones included to my Tuff Shed coordinators as it was their designated resposibilities to manage the project with the ********************. 30 days passed as i became concern about our contractual agreement, i called the representative and was told i needed an additional $2000 in treated lumber and inspection fees as dictated by FEMA 1 Cert and FEMA 2 Cert, Tuff Shed did'nt inquire to the city permitting prior to our agreement and failed (due-dilligence) as it relates to FEMA requirements and their homework in coordinating the installation of my shed.

  

  Business Response

  Date: 07/18/2022

  This complaint was passed along to the local Tuff Shed team, and the Regional Customer Experience Manager pointed out that the customer had signed the DocuSign prior to installation the following Monday. There is a Notice to Owner on this document letting the customer/signer know not to sign the completion certification or any agreement until project is complete. When the customer called the factory on 7/11 they were informed of this, along with the 1/8 gap needed in the double door so they would not rub against each other and be damaged. 

  

  Business Response

  Date: 07/27/2022

  This complaint has been passed along to the local Tuff Shed team, and the General Manager will be reaching out to the customer with a written response. 

  

  Business Response

  Date: 08/04/2022

  Please see attachment for business response.