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

  
• 

  Tuff Shed, Inc.

  56 Kendall Pond Rd Derry, NH 03038

  
• 

  Tuff Shed New Haven

  Orange, CT 06477

  
• 

  Tuff Shed, Inc

  978 Route 910 Bldg B Blawnox, PA 15238

  

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:07/07/2023

  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 had a Tuff Shed install on 6/20/23, however, the quality of the install was very poor. I called Tuff Shed and they sent their building superintendent out who confirmed it was not quality and needed rework. (several holes in walls, trim not aligned, cracks in walls, no painting done, etc. I was later told by the operations manager a new crew would be out to replace the roof and walls on 7/1/23. They were a no show. I had to trace down people in Tuff shed to help me and a sales manager assisted with taking down notes of what needed to be replaced and assured me via text it would be replaced as written in text 7/6/23. On 7/6 the crew shows up and only has the roof. Not what was agreed to in Text with a management member of their team. While the crew was here the Ops manager called me stating she would look into this and get back to me yesterday by end of day, or today in the morning. I have called and texted her, as it's now afternoon. No answer. I called the sales manager - No answer. I called the General manager and left a voicemail. Still no answer.

  

  Business Response

  Date: 07/12/2023

  From our local Operations Manager:

  The customer is scheduled to have their shed repaired on 07/17 with one of our best crews. The customer and I agreed to the following punch list:
  
  1. We will redo the entire roof by removing the gables and entire back wall. The upgraded shingles will also be installed as they were already included in the order
  2. New trim for the entire shed
  3. A 6ft loft will be installed
  4. A full second coat will be applied
  5. There will be a new handle/lock installed
  6. A total of 28 track vents will be provided.

  Customer Answer

  Date: 07/12/2023

   
  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 assuming the install on 7/17/23 goes as outlined in their response provided here. 
  
  Sincerely,
  
  **********************

• Initial Complaint

  Date:07/06/2023

  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.

  Long story short, salesman promised me that Tuff Shed would come "level the shed" when the dirt under it settled; as part of the warranty/purchase. He told me the service was free and all I had to do was call and they would come fix it. The first storm, numerous tiles came off the roof. We dealt with that. I called to have them come level the shed as the door is ***** and was advised they don't do that as part of the warranty and I had to pay them. I was completely lied to by the salesman as he stood on my property looking at the site.

  

  Business Response

  Date: 07/10/2023

  Releveling sheds due to weather, **** heavy rain is not covered under the warranty. However, we will make a one-time exception in this case to come out and ******* the shed and make sure the door is functioning properly. We have a technician scheduled to come out to the customer's home on 7/24.

• Initial Complaint

  Date:07/03/2023

  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 ordered a shed with Tuff Shed. They gave us a brochure to pick out a paint color that would match the house. We asked several family members and friends and they all agreed that the color of the shed should be "ponytail" to match the house. We ordered the shed, and it was delivered today. Keep in mind this shed isn't cheap at $2,863.41. The shed doesn't match the house, it is a yellowish/gold color. The color in the brochure has zero gold or yellow undertones whatsoever. Our house is not yellow or gold. It doesn't look good at all. For the money we spent on this we are very disappointed. We reached out to Tuff Shed who told us that this color is "ponytail". If that is a true statement, then their brochure colors are completely off. We would like this to be fixed. The color of our shed is not the color we picked out. We would like them to repaint it at the very least. We are too old to paint this ourselves. We don't feel that it should come out of our pocket. If they want to exchange that would be fine. They can adjust the bill the amount it will cost us to hire someone to fix the color. So below I am going to pick "repair" even though it is not broken, the color is wrong. So we are open to different resolutions. Tuff Shed is welcome to come look at this in person and tell us it't the same color.

  

  Business Response

  Date: 07/10/2023

  We understand the confusion with the paint colors from a printed paper vs. real life. The page with paint colors states that these are not 100% accurate and actual paint swatches are available for color matching.

  We have a team member going out on 7/12 to ***** the color of paint compared to the home and we will make a determination at that time if we are able to repaint the shed or if we will refund the cost of paint.

  Customer Answer

  Date: 07/17/2023

  This matter has been resolved at this time.

   

  Thank you for your assistance.

   

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

• Initial Complaint

  Date:06/20/2023

  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 husband and I purchased a tough shed at ********** on Jupiter Lane in **********, ***** on 5/24/23. We were told we would be contacted within 3 to 5 business days to begin the process of installation. No one contacted us. The company ended up contacting us two and a half weeks later while we were on vacation. My husband contacted them promptly the following Monday 6/12/23 (on our return )for a walk through and install. We were told it would take another week to install and there was no walk through needed. On 6/19/23 a representative called my husband to talk to him about installation. They let him know that it would be another week before they could install. My husband asked about a walkthrough. They stated it was not necessary, but they would not be able to deliver the shed because we had a bar over our fence. We were instructed to dismantle our fence or have them throw the panels over the fence to build the shed in the backyard. Otherwise, we can pay an additional $600 to have walls prefabricated in our yard. We have paperwork stating that we do not owe any money for installation. We do not want to dismantle our fence or have prefabricated walls thrown over our fence. We would like to shed built as agreed to. It should not be the customer's fault that their fence doesn't fit the desired size for the company. If they had done a walk-through they could have augmented the contract in some way if needed but that has not happened.

  

  Business Response

  Date: 06/27/2023

  Our team reached out to ************. They explained how we are going to resolve this issue with walls not fitting in a manner that doesnt affect the price of the build or consist of him having to do any removal and he was very happy to hear. He also let us know that he wasnt aware that ************* had a complaint about any of the process until she told him after the fact. ****** had been in conversations with ************ about other options and ************ had actually already prepared to remove the header or a fence panel as ****** had suggested.  
  

• Initial Complaint

  Date:06/19/2023

  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 shed for $13,563.44 on May 8th to be scheduled for install on May 30th.The installers came out on May 30th and realized that the floor was not level on which to install (They came with the residential door the first time they came out on May 30th). The leveling issue at the site meant the shed couldn't be installed that day. I was asked to pay a restocking fee of $300 to place the parts back in the warehouse for later installation. We rescheduled for June 14th and this second time the installers came out they did not have the door and said it was going to come in 1 - 2 days. It's now been 5 days and there is no door or ETA on when the door will be available. It's been raining the last few days and I can see that the shed is starting to show signs of water which will lead to water damage.

  

  Business Response

  Date: 06/27/2023

  The District Manager has attempted to reach out to the customer last week. As of 6/26 he has not had any response. His email is as follows:
  Good Afternoon,

  Thank you for your business. I apologize this has not been the optimal scenario.

  I was able to speak with the team today, and your installation will be completed this afternoon.

  I want to provide some answers to the questions you asked below, and hope it offers some clarity. The fee in question is assessed when an installation team comes to a site, and for a reason outside of the control of the installer the job is incomplete. Ex: site prep.

  We try to avoid this from happening in advance, by requiring pictures of the site, and working with customers prior to the day of delivery/install by covering all of the details of the prep work via email and the qualifying of the sale before the building itself is fabricated.

  We are willing to offer leveling free of charge up to 7" for the intended purpose of helping level a building. We use concrete blocks, and shims to do so which do not always provide the aesthetics that a customer might be looking for.

  ******************** and I want you to be a happy customer! In addition to your completed building, I'd offer the refund of the fee for the inconvenience.

  Respectfully,

  ***********************
  District Manager

• Initial Complaint

  Date:06/19/2023

  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 had a shed built in my backyard on 6/12/23. They charged me about $5000. When it was finished, the shed had some cosmetic issues (asymmetrical mounting of anchors to the front of the shed) and some functional ones (the latch for a padlock was lined up incorrectly and wouldnt close - they fixed this one). But the biggest issue was that they punctured an irrigation line when putting the anchors in the ground and then didnt even say anything. I only noticed a week later when my grass was looking dry.When I called to seek a resolution, I got shuffled around until I reached a manager who told me that it was not his problem, that there was nothing he would do, and that it was my responsibility. All I want is the damage paid for.

  

  Business Response

  Date: 06/20/2023

  The local managers have been in contact with the customer and discussed the following points with them:
  -An 811 survey was completed and found no known utilities underneath the ground where the shed was placed
  -The customer did not disclose the ******** of the irrigation lines that ran underneath where the shed was to be placed and anchored to the ground
  -Tuff Sheds What to Expect document and ******* Sales Contract, both attached here and signed by the customer, require the customer to disclose the ******** of these lines prior to installation. No such notification was received.
  -What To Expect: Pg. 2, bullet point 3: Identify and **************** Utilities: It is the customers responsibility to have marked all underground utilities that will affect the delivery/installation site Many municipalities will help you locate underground electrical, natural gas, fiber optic, cable TV and sewer. They generally will not be able to help you mark ******** of sprinkler heads, underground irrigation, or septic tanks/drain fields.
  -******* Sales Contract: Section 9.8: Prior to signing this Agreement, Owner must report to Tuff Shed all conditions known to Owner which may not be apparent to Tuff Shed and which might significantly increase cost of the Work or delay completion. These concealed conditions include, but are not limited to underground utilities Owner shall be responsible for identifying and marking any unmarked, private, or non-public underground utilities prior to the commencement of Work. Tuff Shed and its subcontractors shall not be responsible for property damage caused by unmarked utilities.

  Customer Answer

  Date: 06/20/2023

   
  Complaint: 20206418
  
  I am rejecting this response because:

  1. There is no practical way to do what Tough Shed is suggesting and they know it. To locate and **** every irrigation line would require digging up the whole yard. The more reasonable thing to do would be to spot check the exact point you plan to place the anchor (which I wouldn't have knowledge of before they came out).

  2. After they went through the pipe, they didnt even say anything. They just continued on and left. I had to find out when I noticed my grass was getting dry.
  

• Initial Complaint

  Date:06/05/2023

  Type:Billing 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 had a contract with Tuff Sheds to have a shed broken down and a new one built in my backyard. I fully understand that different situations could occur extra charges which is where my complaint begins. Due to the distance from where the contractor was parked and the build was to take place was over the 200 ft that is in the contract. However, I was standing next to the main guy when he called **************** to let them know the issue and that they would need $200 extra to complete the job. I had no issues with this price. Somehow after he hung up and went back to the job I received the phone call from billing that they are going to need $350 for the team to finish the job. I explained to the young lady on the phone that I heard the conversation and asked where this extra $150 was coming from since they agreed $200 was enough but I dont think she understood what I said about hearing the conversation. I spoke the lead contractor to verify they were getting only $200 and he said that is correct. So I told him they were charging me $350. So not only did they up charge me the $150, they were also cutting out the builders and making the extra $150 off of their backs. Needless to say they werent happy about it either. I gave Tuff a chance to make it right but I havent heard or received any response or refund of the $150 +tax. Came out to $371.00. Very shady tactics going on with them.

  

  Business Response

  Date: 06/15/2023

  The installation of this shed included tearing down and removing an existing shed before we would be able to install the new shed. Because of the way the customer's townhome was laid out, it required our install crew to walk around the entire row of homes, about twice as long as the 200' distance we allow at no cost. The customer was contacted at that time and it was explained the reason for the additional fee required to complete the installation. This is clearly communicated in our order confirmation documents. The contractor should not have discussed pricing with the customer since the amount paid to the contractor is only a portion of the fee collected for the removal and disposal service.

  Customer Answer

  Date: 06/15/2023

   
  Complaint: 20148125
  
  I am rejecting this response because:
  I accept that the distance was outside the 200 and that was an additional cost, however, I was standing next to the contractor when he told the project manager that they would do it for $200, there was no reasonable explanation for the extra charge of $150 by the company especially since they werent doing any of the work. It doesnt take $150 to charge me $200. 
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:06/05/2023

  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 placed my deposit for a tuff shed (ts) 3/21, indicating to the salesperson I intended to convert it to an apartment. Over 2 years later, my shed is still not completed by ***** received my architectural plans 3/22. It took ts 7 months to make the required changes requested by the county plans examiner. In that time frame, I had all my subcontractors lined up to complete the apartment. During that time and to now, the assistant manager of this region, *******************************, has been unresponsive, not returning numerous emails and phone calls for updates. And unprofessional, responding to my questions with Oh, ***********************! And ***************, I dont know whats going on (after the 2nd framing inspection failed.The permit was approved for the apartment in November. The shed was delivered and installed in January, 2023.To date the problems were and are:Bedroom window framed wrong size.Failed shingle inspection three times (months to get it right)It took three times for them to finally bring the correct sliding door, only to be told by *******************, he didnt know how to put it together and install it. It took 1.5 months for it to be installed.The ts framing inspection has failed twice, so far. No one from ts has contacted me in 2weeks.Both doors leak at the bottom.This is a necessary rental income for me. I have lost over 4000$ of rental income due to the absolute incompetence of tuff shed.Today, I left a voice message with *****************************, the regional manager, with no response.Should I retain an attorney?

  

  Business Response

  Date: 06/15/2023

  Our management team scheduled a crew for 6/9 to replace the residential door with a new one so we can pass the framing inspection.
  The framing inspection is scheduled for 6/12 and the final inspection is scheduled for 6/13. The job will be complete after this final inspection.

  Customer Answer

  Date: 06/18/2023

   
  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:05/13/2023

  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.

  The roof leaks and support members underneath are rusting out. I contacted tuff shed they immediately told me it's not covered cause I bought it from ********** lot. I went to ********** talked to a manager he contacted tuff shed and thought they were going to take care of it. But now they are stone ******* me again. It's a new shed ****k it should not leak I wish I had seen these complaints I've would've gone to a reputable company. I'm very un satisfied. ********** should not carry tuff sheds any longer. If they value their reputation. I'm in process of trying to talk to ********** manager again.

  

  Business Response

  Date: 05/17/2023

  The ** has called the customer and scheduled a time for ************** to come out and make the necessary repairs.

  Customer Answer

  Date: 05/17/2023

   
  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:05/09/2023

  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.

  Purchased a Tuff Shed from their store in **********, ***** on 02/26/2023. The salesman was *********************. Construction date was 04/13/2023, and was finished on 04/14/2023 by **************. Contract number was ********, and serial number of the shed is ******. The total contract price is $16,418.05. The very next day I realized that there were several discrepancies on the finished shed, that was not characterized in the brochure received from their store. Most of these issues are in reference to options I added to the shed project. The business was contracted to build the shed with no defects, or improper construction methods. They (the crew) seemed to be familiar with the standard construction of the shed, but had no clue as to the optional additions. A threshold for a canister roll-up door was installed with two smaller thresholds butted together, and obviously leaks every time it rains. The porch post and rails were installed totally backwards and were installed on top of the Trex composite decking which was also installed by using a pneumatic nail gun to install the decking material which cratered the decking, instead of using the manufacturers recommended screws as the securing method. In addition, the company claims to provide a initial coat of paint at the factory, and a second coat on site, but due to ** adding the additional option to cement board outside siding instead of the standard wood siding, no paint was performed. This I can understand, but when the crew completed the shed, only one coat of paint was completed, and there are areas already flacking off just by touching paint. To this end, I have tried contacting my salesman, the ******** ***** factory customer care, and ******************** corporate ******** care, with not one issue looked at, or resolved. I need to finish out the interior of the shed, but due to Tuff Sheds refusal to resolve these issues, I have no other method to get a resolution, than to file a formal complaint via the BBB.

  

  Business Response

  Date: 05/17/2023

  The management team has been in communication with ******************. They have agreed on a plan of action. A punch list of outstanding issues has been created and he is scheduled for Wednesday, May 17 for the technician to come out and complete the work.

  Customer Answer

  Date: 05/22/2023

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