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.

  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 Hartford

  1773 Berlin Tpke Wethersfield, CT 06109

  

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:10/05/2023

  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 September 7, 2023, I went to purchase a Tuff Shed from the local dealer here in *********. We looked at the shed and i decided that I would purchase the premier tall ranch. ******************* and I talked over the details and what options I wanted. He looked up our property on line, I explained that our property had a slope to it, and he assured me that the installers would have no trouble putting where I want it. When the installers came to set the shed up, they called me outside and told me they could not put it in the location I wanted in. Then they started trying to figure out where they could put that in their opinion would the best place for it. I watched how they were putting the shed together and it seemed to be good. Then a storm started coming in, and they started to hurry to finish the job. Needless to say the shed is not where I wanted it. They never called the salesman and spoke to him about the problems they were having. And I was taken aback at the way things were going.I noticed before they left that the underpinnings were not all touching the concrete blocks they had used to set the shed in place and level it. The blocks are not level, shims are not placed correctly and some are just sticking out from under the shed. Im very sorry for having choose this company to purchase a shed. They are not nice about my concerns and said they would look into fixing some of the problems. But they will not move the shed, and would charge me a restocking fee to remove it and give me a refund.

  

  Business Response

  Date: 10/10/2023

  One of our managers reached out to the customer:

  I spoke with this customer at length yesterday. After speaking with her, I found out that she was unhappy about:
  
  -Where the shed was built
  -The fact that the blocks were not touching the metal frame the entirely
  -There was no workbench on the order
  -************************* did not come do a site check when she stated that her yard was not level
  
  While speaking with her, I found out a couple of facts:
  -The original place that she wanted the shed would have made the front of the shed up to her waist. She did not want the shed that high
  -The contractors moved the frame of the floor around her yard looking for a more level place to put it, with her there. 
  -They showed her that the most level place to put the shed is where they put it. She agreed and let them proceed.
  
  I let her know that she was scheduled for next week for us to put in the workbench and that we could address the blocks and any other concerns she had. 
  
  -The customer then told me that she wanted me to just come and pick up the building. I informed her that there would be a restocking fee for us to do that. The contractors walked with her and were told to continue building the shed where it is.
  -She stated that the salesperson should have come out to her house to see her yard when she told him that it wasnt level. I informed her that the salesperson is not responsible for doing a site check on every building. He looked up her house on ****** Earth while she was there. I informed her that if the ground is further out of level when the contractors get there, then we follow the process that the contractors did that day.

  Customer Answer

  Date: 10/12/2023

   
  Complaint: 20700026
  
  I am rejecting this response because: the salesman should have personally looked at the site when I told him it was not level. I realize that he could not possibly go to each site, but when a customer tells you that the site is not level, and then you tell them oh I think they can get it level. I feel that he just wanted to appease me because I was just a woman and wouldnt know the difference and go along with whatever the installers told me. Which I hate to say that I did just that. I agreed for them to put it where they said it would go because I had no other choices. Had I stood my ground and told them no, what would have happened. The shed left unfinished and laying in my yard??? I have had a very nice man that came out and fixed the blocking of the shed, he had to reblock almost all the structure. He also put in a workbench.  I wished I had looked at all the bad reviews Tuff Shed had on the BBB website. I stupidly only looked at what was on their website. Still not happy and will never recommend this company.

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

• Initial Complaint

  Date:09/22/2023

  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.

  Installer came today, 9/15/2023. Install professionalism does not even rate a Star. Roof is incomplete, the peg board was damaged upon delivery and the installer installed it anyway, Floor is made of some weak, inferior type of composite that the installer damaged three times... then he attempted to cover it up with paint. UNACCEPTABLE BUILDING PRACTICES. Uneven cuts in siding, loose nails and untrimmed building wrap. There are a zillion protruding nails from the roofing nails. Installer spent a large portion of the day on the roof. REMEDY: I am totally unhappy with this product and the install. Please make arrangements for extensive repair, or pick-** the unit ***** whatever. Refund my money in full. (I have pictures) ************************* Cc:******************************* BBB of AZ

  

  Business Response

  Date: 10/03/2023

  Our team has met with the customer and come to a resolution on completing outstanding issues. He is happy with the resolution on the items discussed.
  The drip edge, nail length and format of the shingles all looked correct.
  We will add a 2nd layer of floor decking
  We will replace the peg board, to be installed with screws
  We will address the bottoms of trim on left side of shed
  We will finish the ridge gap
  We will make sure the house wrap goes behind the stud and staple where it lifts on front corners.

  Customer Answer

  Date: 10/04/2023

   
  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:09/22/2023

  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 really dont know where to start. My tough journey shed started back in December 2022. I went through three sales reps before my shed site was ready and I could have them finally delivered in June/July 2023. They came and installed it on site, and I thought it look good until I took a closer look. The Quality is is OK, but the construction is subpar. All of the hurricane straps were placed to low in a position where I would not be able to put drywall on my walls. I called them back to have it repaired, they fixed a few of them, and the rest of them are the same, keep in mind I ordered a premier tile ranch with a residential door and three windows to convert this into an office. I also noticed that a few of the A-frames were tilted, and the end caps werent framed well and you can see exposed nails. I sent my last detailed email 3 times and spoke 3 different customer service reps, assured each time someone would call me but they never do. I spoke to a customer service rep today and never got a callback. I sent an email to them eight days ago and I have not gotten any responses. The door is not installed correctly and there is a high probability of water intrusion in the bottom and it is not atheistically pleasing. to buy one of the sheds. Cost me over $10,000.

  

  Business Response

  Date: 09/29/2023

  Our team sent a crew out to complete repairs as requested. We have also extended a $250 waiver of our leveling fee. 

  Customer Answer

  Date: 09/29/2023

   
  Complaint: 20645176
  
  I am rejecting this response because:

  The $250 leveling fee that was waived, was not waived as a courtesy. It was waived

   because my shed was under 2 inches at a level and the fee is only charge if they have to level between **** inches. I have emails to prove the fact it should have never been charged in the first place.The crew did come out a second time to fix the repairs but they did not fix them. After I went back and looked at it,they did the same crappy job they did in the first place. I sent an email with pictures again showing what they did when they came back out and no one ever responded , then I called twice and was told someone would call me back and no one ever called me back also at the front door on both sides. The wood is not flush with the panel. This was brought up back right after the install and never address and it was also mentioned several ties on follow-up emails and never addressed , please make sure before you respond that you look into my account and all the emails that Ive sent so you get a better understanding of whats going on with this before you respond. I left a review and was told to send an email to see ***************************** I sent the email over two weeks ago and never heard anything back, which has been typical for this company. 
  
  Sincerely,
  
  *************************

  

  Business Response

  Date: 10/17/2023

  Our District Manager reached out to the customer on 9/29 to set up a service call to have our tech come out to address outstanding issues. Our team was sent out on 10/12/23. They removed the door trim, pulled the bad piece of siding and replaced it with a brand new piece and repainted the front of the shed and reinstalled the door trim. Before they left, they had ****** come out and look at it and give his approval before they left. He told **** that everything looks fine and thank you for coming out.

  Customer Answer

  Date: 10/18/2023

   
  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:09/22/2023

  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 a 12x12 ************* shed with dual 4=foot doors. The Tuff Shed salesman explained that they designed/produced the best shed available.The pre-fabrication plant in ********, ******** displayed atrocious quality control in what was brought to my house.The third party assembler 3-person crew failed to assemble the shed following generally accepted building industry norms and quality levels.1. The door hinges were installed incorrectly, improperly located and crooked. Most screws were installed crooked.2. The right door is bowed out at the top.3. The rear wall was not nailed to the studs.4. The *** Cobra ridge vent was installed incorrectly in every sense. Though Tuff Shed alleges to be a certified *** installer, the assembly crew did NOT follow ANY of ***'s Cobra ridge vent installation guidelines. This includes cutting the roof sheathing incorrectly and thus ruining the roof.5. The tamped level (no leveling shims needed) #** stone foundation was intentionally damaged by the assembly crew just so they would then need to use 2"-wide shims (atop 4"x8"x16" blocks).6. The Tuff shed nameplate mounting screws were installed crooked at 45 degree angles, indicative of the shed's overall low assembly quality level.7. Shelf supports were not nailed in any way to corresponding wall studs.8. The ***** vent rough openings were cut too large for the vents, nor were they cut straight. As a result, the vents do not fit correctly. Larger vents are needed. Tuff Shed does not offer larger vents. I offered to source but Tuff Shed has not offered to reimburse me. 9. The vertical stud centered above the door to the roof crown is not supported by the horizontal 2x4s above the door, as it was nailed 1/4" above. The front wall, rather than the door frame, is carrying the vertical stud bearing the roof weight. And, the vertical stud was cut horizontally 1/3 through when making the front ***** vent opening. The heart of the matter is quality control......or rather a complete lack thereof.

  

  Business Response

  Date: 09/29/2023

  Our local and regional leadership team has tried reaching out to ************, via phone and text, without response from him in order to resolve the outstanding issues with the shed. ************ has also been contacting our legal team.
  At one point, our General Manager was onsite with ************ to review the building and had come to a verbal agreement on a punch list to complete repairs. When he returned to the office and emailed the list to ************, ************ then wanted to add on additional items, including fixing things he had modified himself after the original build date.

• Initial Complaint

  Date:09/20/2023

  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.

  My garage door that Tuff Shed installed last year fell off the track. I called them to report this on a Wed. I actually called the Tuff Shed in ****** **. They said someone would get back to me but it could take til Monday. I wanted my door fixed and no one ever called so I hired an experienced garage door man with 25 yrs experience. He came that weekend. He was appalled at the installation of the garage door and said it was a terrible job and it was no wonder it broke. He fixed it for $225 and warrantees his work. I had him email me a receipt for the 225 and write everything that was wrong with the installation. I wrote a letter and enclosed the receipt for the money I spent to fix their crappy workmanship. I have never gotten a response nor has Tuff Shed ever called me either in the beginning or after I sent the letter. And the guy still has to come back and redo the weather stripping as it was not done properly either. I would like to be reimbursed and I would like this made a record on the BBB so people know not to hire them to build their garages. I have the receipt in my email but don't know how to upload to your site. Thank you

  

  Business Response

  Date: 09/21/2023

  Our local leadership team has reached out to the customer.
  We will be issuing a credit of $300 through the ********** where the shed was purchased.
  We have set up a visit for next Wednesday to review the building and ensure there are no further issues with the building or garage door.

• Initial Complaint

  Date:08/23/2023

  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 am seeking compensation for poor quality of workmanship and scheduling repairs over 10 month period of time. I am seeking $2,000 from Tuff Shed. Purchased shed in April 2022, purchase was online, was not charged tax, was charged building permit. Permit was refunded so I could to go city and pay in person. Sales rep did discount the shed to cover costs of taxes. Shed was installed 14 weeks after original purchase. Once installed, TS had to come out 4 or 5 different times to repair the initial build. Walls were bowed, separated and other repairs. 1/23 received letter from city stating the shed had not been inspected and needed an update. Inspector stated shed was in the wrong place and needed to be moved. I had to remove all items from shed including wall board. TS came out to move shed, ground was too wet and needed to be rescheduled, put everything back in shed. TS came out to move shed again and we removed items from shed again. Took another 3 or 4 trips for TS to get leveled. Approximately 10 times TS had had to come out over a 10 month period to repair, fix, move or other to get this shed in place.I do have additional work with Electrical that needs to be completed. I have been in contact with TS on several occasions. I have asked if they will find contractor to finish electrical, I would not ask for compensation. Received email stating TS does not do electrical work. TS has left me no choice but to ask for help through BBB to get this issue resolved. Because TS does not do electrical work, I am requesting compensation. I run a business out of 2 shops, In 2022, it put me behind Christmas rush to have shed ready to work in. I have contacted a moving company and requested cost for moving items out of shed 2 different occasions, was quoted $2,000, same amount I am requesting. I have spoke with salesman, area manager, and regional manager was supposed to be involved but no response or reply.I ask for help in seeking this resolution.

  

  Business Response

  Date: 08/31/2023

  ************** building was constructed in July of 2022.  Before the installation of his building, he was provided with a copy of the city approved site plan showing where the building was to be placed, this site plan had also been reviewed and approved by him during the permit process.  When the installation crew arrived ************** wanted them to place the building up against another building he had, when they told him that wasnt possible, they built it a little away from it at his direction in a location of his choosing.  He did not have it placed in accordance with the plot plan that he had in his possession and had reviewed and approved during the permit process.
  
  Soon after the build ************** called in expressing concern over some aspects of the construction.  The Operations Manager and the Sales Manager met him at is home, agreed there were some issues needing correcting and those items were subsequently addressed in August and ************** expressed his satisfaction with the fixes and indicated no other issues.  Notes in the case show that he had no other complaints.
  
  Several months later in February of 2023 he called saying the building inspector said it was not placed according to the plot plan and would need to be moved.  Despite ************** directing the installers to build in the incorrect location, we agreed to move it for him at no charge. We scheduled our Delivery Warranty Techs to move the shed and this was scheduled for Feb 27 2023. We received no response from Vernon about this date, we then rescheduled for March and sent communication on March 1st and again on the 3rd with no response. After he finally responded on the 7th we sent the DWTs out on the 8th and the ground was too muddy to move the shed and we had to reschedule the move for the 15th of May. He called to ask if we could move the date up, but we were not able to as their schedule would not allow. After we successfully moved the shed we had to send the DWTs back to the property to level the shed and support underneath. This was completed on the 26th of May..  We returned soon after the move and added support underneath.
  
  We have addressed all issues regarding construction and position of the building and moved the building at no charge despite ************** decision to have it placed in the wrong location.  Inspections covering the location and construction of the building itself have passed.  We consider matter this closed.

  Customer Answer

  Date: 09/01/2023

   
  Complaint: 20512017
  
  I am rejecting this response because:  I am seeking compensation for the issues the set backs this has cost us.  

  Shed was ordered **** 2022, was assembled 7.29.2022

  It took 4 additional weeks before I could start moving items into the shed.  Issues with bowed walls, walls uneven, and other issues.  These issues were addressed i agree, but they were not taken care of in a timely manner.  This setback ultimately put me behind in setting up the shed for the Christmas rush.  

  We was not aware an inspection needed to be completed.  We did not find this out until 7 months later when the city contacted us about the inspection.  The inspection failed because shed was in incorrect place.  The original plot plan I approved was not where the shed was placed.  When the assemblers were here I did request a change of where to put the shed.  Assemblers had a difficult time understanding my request due to the lack of communication in speaking English.  At this time the assemblers should have communicated they are not able to change the placement of the shed.  Original plot plan was to put the shed 5 feet from fence and 6 feet from house.  Shed placement was 5 feet from house and 3 feet from fence.  If the shed would have been placed 6 feet from house, I would not have been able to get in my other existing shop.  This also should have been recognized by a company that builds sheds for a living.  

  If we had known an inspection needed to be completed we would have taken care of it in the beginning.  Again this was the responsibility of Tuff Shed to have this taken care of or at least let us know we needed to have this done and not learn this from the city 7 months later.

  After 7 months we did have some organization in the shed with several pieces of equipment in place, wall board up and lights installed.  We then had to remove all the items from the shed as well as remove the lights and the wallboards.  This took us several days to remove.  This was in February 2023.  Tuff Shed people did come out to move shed, was not able to because of the ground being muddy.  Again this should have been recognized by Tuff Shed, they would not be able to move the shed prior to coming out since we are all having the same type of weather in this area.  We moved items back into shed and rescheduled for *** 15.  Ground started to dry out and I called to request a sooner date to move shed.  

  Tuff Shed notes state several calls I did not return, this is incorrect.  I do have phone records of when Tuff Shed called and when I returned calls as well as my multiple calls to Tuff Shed.  Prior to the second move date, I had to again remove all items from the shed.  This is 2 ************** we had to take care of.  We would not have had to move any of these items had Tuff Shed completed their end and had the inspection when the shed was first installed.

  3 additional weeks after shed was moved, Tuff Shed came out to level the shed.  On the final leveling, I asked the worker if there are supports under the center of the shed, he stated no.  I was told by the sales rep, the workers who came out to move the shed the first time as well as the lady in scheduling, they would have supports down the center of the shed.  The initial construction of the shed, outside center supports were not touching at all.

  My request for $2,000 compensation is for the 2 moves we had to make, the numerous times Tuff Shed had to come back out and address (fix) the issues, the amount of stress this has put on me personally, as well as for the business loss due to the shed not be installed  the 7 weeks stated on website at the time we placed the order for the shed..

  It is also stated in the notes I expressed my satisfaction.  I was not satisfied, just could not continue to deal with how this whole situation has been handled.  When I was told Tuff Shed has addressed all the issues, it was clear at that point I am not going to get the shed fixed as if it was a newly constructed shed. The amount of stress has been overwhelming.  I also want this to be over and done.  I am again requesting $2,000 for compensation for the issues we have had while dealing with Tuff Shed as previously mentioned.

  ***********************
  

  

  Business Response

  Date: 09/22/2023

  Per our General Manager in ***: Our position hasnt changed.  We addressed every complaint in as timely a manner as circumstances and weather allowed.  We went above and beyond to move his shed for him entirely at our expense.

  Customer Answer

  Date: 09/29/2023

   
  Complaint: 20512017
  
  I am rejecting this response because:
  
  The "complaints" are legitimate issues with the shed.  The general manager also mentioned all the issues had been addressed.  You can address something all day long but does not mean it is fixed.  I would not consider these as complaints as much as Tuff shed should have did the install correctly the first time or second time or possibly the third time.  Instead it took 10 times in 10 months for tuff shed to attempt to fix the issues on the installation end.  During this last time tuff shed people were here, they have damaged the bottom frame in several locations.  The frame is bent and still do not have supports under the center of the shed as was promised by repairmen on 2 occasions as well as the scheduler stating they would put supports under the center of the shed.  I was told they would lift the shed enough for the supports to be placed under the beams.  Supports are in place but they are not supporting the bottom center of the shed.
  
  If you consider 10 trips in 10 months as a timely manner, you should be ashamed of yourself.  This in no way is considered timely.  Tuff shed states they went above and beyond.  Tuff shed did not, they did not install in the correct place to begin with, regardless of me asking to move the shed, this comes back to the city regulations.  The shed was put in the incorrect place on day of installation.  I signed off on the shed being 6 feet away from the house and 5 feet from the fence.  Shed was installed 5 feet from the house and 3 feet from the fence.  The shed being moved is Tuff Shed responsibility regardless of me asking to have it moved.

  This is such a shame for a large company like tuff shed to not see the issues within the company.  This may be the exact reason why tuff shed has such a low review rate.  **** is not a stellar rating.

  I am still requesting $2,000 for compensation for the issues, stress and inadequacies of tuff shed.

  ***side note - even a couple of workers complained of this general manager and how things have changed since he has taken over......just sayin.

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

• Initial Complaint

  Date:08/22/2023

  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 February 15, 2023 I purchased a shed from Tuff Shed. It took them four months to submit paperwork to engineer. Then it went to the county for permitting: It has been excuse after excuse to put my shed up. The ramp was ***** and had some fading. The threshold still needs to be replaced. The bolt on the door is not installed properly. This company makes appointments and no one shows up and they dont give you a courtesy call to notify you that they wont be arriving. Four appointments and four no shows. They were supposed to install shelves this week which are precut and standard in their sheds but when the installers show up on a Sunday when they were actually scheduled for Saturday they tell me they were measured incorrectly and they have to come back another day. When I call the office they have no answers of course they will get back to me, Im still waiting. I have a 10k empty shell sitting in my backyard that cannot be utilized. This company just continues to tell me they are going to be there and rectify the problem and they dont. They got paid and they dont care.

  

  Business Response

  Date: 08/25/2023

  We apologize for the delays in completing the shed. We have removed the installer crew that was working on the shed and replace them with our Warranty Technician to ensure the work is completed. We have scheduled them to complete work on the shed for Monday, Aug. 28.

  Customer Answer

  Date: 09/01/2023

  I do not accept their reply.  My shed is still not completed. The shelves were installed but the Case is not resolved. The installer that came out said he was not told about all the other issues that needed repair. My doors are still misaligned, threshold still has not been repaired. Now we discover that the anchors were not fastened correctly. We have a new tentative date of September 8, 2023. We shall see. 

  Customer Answer

  Date: 09/12/2023

  Tuff Shed came out on September 8, 2023 and painted my shed and re-drilled the anchors, but they did not fix my misaligned door or threshold. I was told by the installer that the whole door will need to be taken off and a new door will need to be installed to correct the issue. I have not heard from anyone yet; I have called the office twice and no one is returning my calls. I am getting to the point where they can come and get their shed and refund my money. 

  

  Business Response

  Date: 09/26/2023

  The Delivery and Warranty Technician was out on Saturday to complete all outstanding issues.

• Initial Complaint

  Date:08/10/2023

  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 (***** & wife *****) bought a shed from Tuff Shed, through *********************************. We paid for it on 07/4/23. Our total was $14,920.08 paid to *********** **** got a credit of $746 back, for a total of $14,174.08. The shed was built on July *****, 2023. Before buying, we spent a lot of time talking with Tuff Shed salesman *****************************, getting quotes on different ************** of sheds, with certain specifications. He assured us repeatedly that he would be just a phone call away if we had any problems or needed his help. One thing we specified was that the floor was to be treated with the waterproofing coating that they used. **** assured us over that it would be done. A few days after the shed was completed, ***** noticed that the floor didn't look like it had been treated. We called **** on 7/19/23 & left a voicemail message with details about the problem with the floor, that it looked like it had not been treated and we wanted to verify that it HAD been treated, according to our specifications. We heard nothing back, & called again on July 31, and August 1 & 10. **** left us a voicemail on Aug. 1. It didn't deal with the floor at all. We have heard nothing further from him. ***** emailed ***********************, the Tuff Shed Scheduling coordinator who had been handling paperwork, on Aug. 8 & 9. She replied on the 9th by looking up the information & told us the floor had NOT been treated & it was NOT on the order, even though ***** made it clear to **** on more than 1 occasion that we wanted it treated. Our Order Number: H1769-168265. So the business has NOT tried to resolve ********* ****** is refusing to have anything to do with us, rather than dealing with the problem, even though he assured us repeatedly that he would be there and take care of any problem for us. Today, we called ********** manager to complain. We have not heard back from ********** yet.

  

  Business Response

  Date: 08/21/2023

  After creating multiple designs online, the customers met with the sales rep in person to design the building they finally purchased. The final design did not included the treated floor decking.

  We have agreed to have someone go out and paint on the smart floor finish to their shed floor. That appointment has been scheduled for 8/29.

  Customer Answer

  Date: 08/23/2023

   
  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.

  We did ask for the floor to be included in our plan, and since they have agreed to take care of it, we are fine with the result, as long as they do make good on it on August 29.
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:08/03/2023

  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 was told that the permit and paper work would be paid for by Tuff Shedd months ago before it was built. The contractors came to build it didn't have paperwork. There was no a survey of the property done to build the ***** on legaly. Using ****** map is not survey as stated on Tuff Shedd website. We only had paper's shown for a 8x10 ***** - first choice picked out & Later changed to the 10x12. I kept asking could this ***** be moved due to it is sitting in the middle of the yard. Yes that *** have been where suggest them to put it, at some point Tuff Shedd should have came out and saw that was not legally suppose to have went there even if they looked at all the other shedds throughout this neighborhood. - ****** six foot from the property line was all I understood.5. I did not have any paperwork shown the shed as 10x12 to even show the installers. They brought to my attention that one shelf was missing and not sent. WEll here it August 2 and I was told last week (end of July) that it would be sent out this week?6. I also mentioned that on one side of the ***** ease looked like it was sticking out and roof didn't look secure in the middle - someone was suppose to come out again this week ?7. I have been talking with GM, **************** and I am tired of this *****!! I am getting no where and owe over ****. Tuff shedd just paid for the ****************** to give the City Of Union?Building and zoning is suppose to come and inspect the property the project is completed. The ***** was built without a permit or papers sent to the ************* **** to Building and zoning. Secondly for the last three months I have try to get this ***** moved so I want get any more violations from the City of Union and all I got told by Tuff Shedd is" it can't be moved! Tuff Shedd has been asking via emails to sign the warranty doesn't cover - if the doors fall off or the roof blows off or come apart and blows through our home! It only covers the workmanship!

  

  Business Response

  Date: 08/15/2023

  Addressing the customers complaints:
  1. There was no permit. No survey of the property was completed.
  -The permit was obtained and paid for by Tuff Shed. There had been an issue with the building department not showing payment was received but that was quickly resolved with the city.
  -The attached building *************** application was submitted to the city and approved.
  -The building plan and approved permit was for a 10x12 shed.
  2. The shed was not placed in the correct spot in the yard.
  -The shed was placed in the yard according to the site plan and required setbacks.
  3. A shelf was missing.
  -Our photos from the installers, taken when the building was completed, clearly show 2 levels of shelving had been installed. This is what the customer ordered.
  4. Shed eave sticking out and roof didnt look secure.
  -The photos taken from the installers doesnt show any issue with the *****. The shed was built securely. There does not appear to be any issue with the roof.
  
  We have attached the following:
  -Photos of the shed taken after the building was completed by the installers
  -A copy of the permit application with the site plan attached.
  -A copy of the zoning permit from the city

  Customer Answer

  Date: 08/15/2023

  After looking at the pictures, the shelves clearly was made for the orginal 8x12  shed which was changed to 10x12 and should had been 12 ft shelving on the back wall.

  No company builds a shed and then send the permit after the building has been built. 

  The installers did not have any of the paperwork with drawings as shown had they had them, they would not have asked us to see paperwork.

  The installers were great, however getting them the correct materials was terrible.  If the paperwork and surveillance were done on time before the building was completed the City of Union would not had sent the violation and your installers wouldn't have need to ask us anything .The drawings shows after the fact of where we had told them it should go ,six ft from the property line and surly not 42 ft from the patio door.

  Customer Answer

  Date: 08/15/2023

   
  Complaint: 20420652
  
  I am rejecting this response because:
  
  Sincerely,
  
  *************************

  Customer Answer

  Date: 08/15/2023

  More Informatiion:  Pictures being used for the shed is from when it was completed 29 Jun 2023.  Looking at the sides of the shed they are my pictures taken by me, submited to the BBB. The pistures show being taken and completed 29 Jun 2023, before and after the inspection by the City Union.  Therefore, the violation from the City was sent 18 Jul 2023 and need to be compliant by 25 Jul 2023.on...

  Customer Answer

  Date: 08/16/2023

  All of all the conversation with this complaint - Tuff Shedd drawings doesnot show 6ft from the proterline behind the sheed and it sits on the City of Union Easement.  Tuff Shedd has failed to answer ***************** questions about how the ***** is within ordiance according to the City of Union which he provided on a copy of the permit sent to Tuff Shedd as listed in and under Storage requirements for the City of Union.  The ** stated that they have installed shedds here in this City before why did they not know proper procedures and requirements?

  Customer Answer

  Date: 08/18/2023

  Can someone call and pls explain why this case was closed with out any further response from ****************

• Initial Complaint

  Date:07/08/2023

  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 want to make some ongoing concerns regarding the paint job, the install of my shelf, the lack of leveling, and corrections that were suppose to be made when the company came back out to my home that wasnt done. I want these issues corrected because with the paint job got on the inside of my shed which is not supposed to be any and the outside had alot of defects that should have been painted over. They gave me back my paint buckets, but both were empty to even paint it over again as contracted. I wasn't going to paint right away but with spotting areas, nail holes, I need to ASAP. Also the back of ******** looks lower than that front, unleveled. I need to resolved these issues ASAP

  

  Business Response

  Date: 07/14/2023

  The customer selected both the options to 1) provide their own paint for the shed and 2) apply the 2nd coat of paint themselves. The issues with the "marks" on the exterior of ******** due to nail holes, etc. will be remedied once the customer applies the 2nd coat of paint. 

  The customer mentioned issues with the way the shelves were installed and that ******** doesn't seem level. We had contacted the customer and scheduled ************** to come out July 14 to review the concerns and address them if possible. After arriving on site, our Warranty Tech. was refused access by the customer. We have rescheduled with the customer for Monday morning, July 17.