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 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:04/15/2023

  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 purchased a display unit, in person, and paid in full (approx $5500) at the time of purchase. It was located in **********, ********, 17 miles from my house in *********, and was told the sales/delivery team would assist me with delivery.It's now been 2 months. The sales associate, ****, was no help, he kept forgetting they had to "remove the roof for transport". This led to one delivery attempt where the shed never left the ********** lot; this is after I had taken time off to stay home for the delivery. A few weeks later **** stated there would be another delivery day, but I never heard anything from him reference the delivery. A Tuffshed associate named ****** reached out a few times with final paperwork for when the shed was delivered, and assured me we were at the "top of the discussions" in their morning meetings, but still no progress.After nearly two months, we reached out to ****'s manager, ***, and informed him of how disorganized this process had been thus far. We were directed to another person. I don't remember the name of who the delivery was reassigned to, but he started gathering information on our delivery. I had to resend pictures and describe the site once again. The new delivery assistant stated the delivery day would take place Friday, April 14th, around ****am. Well, this day came, and went, with no contact from Tuffshed. I waited for someone to call or update us all day. I finally reached out at 3pm to ****** and the associate who the delivery was reassigned to. Neither responded, and as of right now no one is communicating with me about my shed!!! I got in my car and drove 17 miles to the ********** where the shed was purchased to see if it was still there. When I pulled up, I saw they had torn the metal roof off, the roof sheathing was laying beside the shed and the shed was now open to the elements. Today we are forecasted to get almost an inch of rain. So now the inside of the shed will be exposed to the rain until it is finally delivered.

  

  Business Response

  Date: 04/20/2023

  The General Manager has been in contact with the customer this week. They have agreed on a plan to have the shed delivered on 4/28.

  We have addressed the lack of communication internally to make sure this doesn't happen again in the future. There were issues on our end and with the ********** that compounded with the failure to communicate those delays to the customer. We have come to an agreement on the timeline for getting the shed delivered.

  Customer Answer

  Date: 04/20/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********.

  Tentatively, as long as things go as scheduled or closely to what is scheduled, I will be satisfied as a consumer. The representative I spoke with from Tuff Shed has been doing everything he can to make good on the transaction, and then some.

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

• Initial Complaint

  Date:04/05/2023

  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 purchased a shed to be installed from Tuff Shed. They started assembly on 1/24 I had issues from the start. The head person ***** was sloppy about his work, the shed was not level, and we constantly pointed out issues for them to fix. Walls were warped and they used ratchet straps to bring the walls back in. Near completion of the walls being put up, ***** told me the concrete slab I had poured was not. I looked and I could see that the ***** was bowing up in a V shape and that was the issue. He denied that was the issue stating its all done in the factory and it cant be that. He proceeded with installation and the roof ended up bowing up on the ends which failed inspection. He proceed to come out and "fix" the issue by cutting pieces out of the ***** and told me that it was ok to do. That again failed inspection because that was cutting into the support of the roof and now the inspector required the ***** to be either replaced, or an engineer needed to approve new plans showing this was structurally safe and no further work needed to be done. This was all completed on February 10th and I have been waiting for ANY work to be done since. I have attempted to contact the manager ******************************* multiple times and he either doesnt answer my calls, doesnt call me back when I leave a voicemail, or he answers and says they are working on it and will call me back and never calls me back. It has been almost 8 weeks with no work being done and I have been paying monthly payments and paying interest on a shed I CANNOT use. Not to mention I had to pay an extra 300 out of my pocket for the concrete company to come out and laser the concrete slab and advise that it was in-fact level and it was the ***** that was not level. I have also lost hundreds in deposits for further work that was supposed to happen on the shed after installation that had to be cancelled since I have no idea what is going on. I want my money refunded and this shed removed from my property.

  

  Business Response

  Date: 04/14/2023

  The General Manager visited with the customer today to review the outstanding issues and came to the following agreements:

  -Compensation: We are reviewing specific compensation. At a minimum, the remaining 10% owed on the building.

  -We will move forward with the final inspection needed to close the permit. We need the Letter of Approval from our Engineering team and a wet signature. The county will not accept the electronic signature.

  -The customer wants to add more bracing to the garage but does not want Tuff Shed to do that. He will do it himself.

  -Tuff Shed will provide the lumber and screws for the customer to complete that.

• Initial Complaint

  Date:03/24/2023

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Date of Transaction: July 10, 2019. A TB-800 18'x24' shed was ordered for $15,613.80. A down payment of $5,204.08 was paid. Later, we were told that they did not make that size anymore. The size they could make for us was 18'x23' for a reduced price of $13,773.00, leaving a balance of $8,568.92 to be paid on completion of the job. Tuff Shed committed to building, delivering, and installing a TB-800 18' x 23' shed on the church's property. They did not implement the contract, and now they are demanding approximately $10,000 more because the prices of materials went up after the pandemic. However, we are contesting this because the shed should have been completed in August 2019 if we had received correct information and the proper foundation plan from day one. We requested a foundation plan from *************************, their Area Sales Manager, and in October 2020, received a rough draft that was incorrect and resulted in two fines from the County Inspector. We did not receive a proper foundation plan until January 2022. Thus we were only able to have the foundation installed in February 2022. Several times we requested a meeting with General Manager, ***************************, at his private office, but got no response. Finally, on January 6, 2023, we gave him a deadline to submit his plan for completing the contract - January 31, 2023. We stated that if by that date no action was taken by Tuff Shed, we would assume that they were not going to honor the original agreement of 2019, and therefore, we would move on with bringing this situation to a conclusion. ****************** then called and requested a meeting with him and the sales team at *********** which we believe only collects the payments for Tuff Shed. We have incurred additional related expenses in excess of $20,000 while patiently waiting for Tuff Shed to install the shed. Sitting on the church's property are 16 foundation piers with no shed in place. These piers were installed by Site Preparation, LLC, a company we hired,

  

  Business Response

  Date: 03/27/2023

  Tuff Shed and the ********** store managers have made many attempts to resolve this order and build the shed. We have been in touch with the customer over the years with no success. There have been multiple barriers to getting a quick resolution to this issue. The building required a permit as well as foundation footers. It is our understanding that several contractors have attempted to place the footers but they have still not been completed. We have worked with the county to assist with the permit but this too has failed since the footer/foundation stage has not been completed. Our attempts to reach the customer by phone, text, and email have gone unanswered. In the meantime, there have been multiple price increases over the last several years due to the increased costs of product and materials.
  We have partnered with the ********** field team at the store and district levels to contact the customer without success.
  Due to the lack of progress on this project and the lack of response, both Tuff Shed and the ********** have decided to cancel the order.The manager at the ********** has been attempting to contact the customer to issue the refund on the deposit that was paid.

• Initial Complaint

  Date:03/16/2023

  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 purchased a tuff shed from ********** on 1/3/2023 to put my tools and lawn care equipment in to free up garage space. I home and vehicles were damages 11/11/2022 cause extraordinary damage. So I decided to purchase a shed to suit my needs. Well I took 2 months from date of purchase to complete the permit which was never told to me. I was told 2 weeks at most. Moving forward, it's now March 4th or 5th they show up to build it. Was told it's a 2 day process. Well it took 3-4 days to complete, again lied too about the time frame, but as long as everything it build to code I'm happy, but it's NOT. First it was framed wrong for the roll up door. So it took a few days of me calling and finally get results and the shed had to be altered. Itz brand new and now there are making changes to it. So now Monday the 12th of March, it failed inspection through my city ordinance. And 4 days later nothing has been done . I have to waste time and resources to reach out to inspectors, tuff shed, builders and many many more people to try and get something resolved I paid alot of money for that I can't use. I have told tough tuff with all the changes that need to be made, this is not what was agreed upon. I was told they never failed an inspection and everything is to code. Itz all ******** and lies. I'm a 100 percent disabled veteran and ********** and Tuff have stolen my money and left me with a useless product. I am requesting a full refund for the product. This was been a nightmare from tje beginning. I wish I never gone to ********** or got caught in tuff sheds lies. I met my end of the agreement. I purchased a product that I thought was quality and in fact does not meet my city code. I want my money and the shed removed.

  

  Business Response

  Date: 03/20/2023

  Our local leadership team has been in communication with **************** since the failed inspection. The inspector failed the review due to many issues, not all were related to work provided by Tuff Shed. We have discussed the punch list with the inspector and were able to reduce the list to a few small framing issues. Once those are completed, the building should pass the inspection. The issues with the concrete slab, electrical wiring, etc. that did not pass the inspection were not completed by Tuff Shed, nor are they covered under our warranty.

  We have contacted **************** and set a date for 3/20/23 to address the outstanding issues and he has agreed to this.

• Initial Complaint

  Date:02/24/2023

  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.

  We ordered a $6500 TuffShed which was installed. The shed itself appears to be fine and the workers who installed it were professional and personable. We had verified the paint colors for the siding and the trim, but the shed was delivered painted the wrong colors. The company kept insisting that the yellowish color it was painted IS the name of the brown color we ordered. It was phone call after phone call with TuffShed not wanting to repaint. Finally they agreed, so my husband, in addition to verifying correct colors again in emails, color charts, etc. drove 1 1/2 hours each way to the closest showroom and verified on siding in their facility what the exact color was. The painter was sent out to repaint and when he opened the can he commented about the 'pink color.' Sure enough, wrong color again and not even close to brown. We sent the painter away. We made numerous calls to TuffShed over many days and they said things like colors look different in the light than the showroom. We are currently so stress about this. Finally we asked for a credit for the amount we had paid for the painting; they indicated they would send us a DocuSign by email to do this, but call after call and nothing has arrived. In addition to this issue, they insisted we pay an extra $150 for each of two walls to be cut in half before arriving to be installed because they said the workers wouldn't be able to get the walls through our side gate. We sent them measurements, photos, assessment from our contractor saying the walls would fit through our gate; they refused to believe us, saying if the workers arrived and refused to move the walls through our gate there would be a restocking fee, a delay in installation and a new delivery charge. We are so sorry we ordered a TuffShed.

  

  Business Response

  Date: 03/06/2023

  There appear to be variances with colors chosen depending on how the sample is viewed.
  Paint sample, swatches,pictures and online samples may vary depending on indoor vs. natural light.
  Attempt was made to get the color applied the customer desired but it just wasnt what they want so we are issuing a full refund
  for the paint charge.
  The charge to splice the walls was applied so the pieces could be carried in and make a sharp turn safely not to damage the walls and or property upon entry into the yard. It was determined this would be needed to get materials to the site and install the building.
  The walls were spliced per the charge. For Customer Satisfaction we will issue a 50% refund on the ****** per wall charge.
  
  With Customer Satisfaction being our top priority, We hope this refund will allow the customer to enjoy their new ********************

  Customer Answer

  Date: 03/06/2023

   
  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:02/18/2023

  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.

  We purchased our 10x16 shed back in December of 2022 paid in full ****. We initially went with tuff shed because they promised to pull the permits from start to finish and make sure the job was complete. The sale portion was fine but once we hit the permit portion it was and still is a mess. Naya who is our permit tech is not knowledgeable in permitting and could care less. She has the terrible customer service and never responds with any kind of resolution. The first permit submittal got denied. I reached out to ask why and she said "you need to call the city to find out" seriously, isn't that why we paid you? I called the city and got it worked out I redid the plot with the specs for **** and she submitted it. For the second time, the permit got denied because she did not submit the impervious surface calculations correctly because she just put the maximum limit allowed by the city. So they denied the permit and wanted exact calculations. For the second time I redid the plot and added the correct calculations sent to **** and she submitted to the city. Permit was finally approved on 1/24/2023 the city informed her that before the final inspection an "as built" survey needed to be done". We even followed up and asked if they were aware of this. After the shed was built on 2/7/2023 **** tried to schedule a final inspection and it was denied because she needs to submit the survey first. She asked us if we can just have it added to our existing survey. No, first of all thats illegal and secondly that is part of your job. The city said that tuff shed is the one who is responsible for this. After I emailed her about this and asked if they would be handling she said "I will look into it" several weeks have gone by no answers or email response from anyone. I have a shed sitting on my property that I cannot use. They really could care less about you because they require you to pay upfront in full. I will dispute the charge until this is complete and final inspection is done.

  

  Business Response

  Date: 02/27/2023

  The local management team has found a surveyor to come out to complete the As built survey. They will send it to the building department as soon as it has been completed.

• Initial Complaint

  Date:12/16/2022

  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.

  this past spring I purchased a shed (Tuff Shed) through *********** Upon Installation I discovered that the installers were not installing underlayment under the shingles as per normal installation process. I question the installers, and was told that tuff shed does not require underlayment on the size I purchased. I contacted Tuff Shed in **********, as to why this is not indicated anywhere on there model at ************ there was a conversion per phone that a $250 credit would be send back to my ********** account. As of this complaint no such credit has been processed, call the following number to speak to tuff shed rep from the ********** office phone number ************

  

  Business Response

  Date: 12/20/2022

  The refund has been processed through our ** department today. It will take a few days to show up in the customer's account.

  Customer Answer

  Date: 12/23/2022

   
  Complaint: 18601757
  
  I am rejecting this response because: no credit as of this date has shown up in my ********** account
  
  Sincerely,
  
  *****************

  

  Business Response

  Date: 01/13/2023

  The refund to the customer's account has been processed and confirmed with the ***********

  Customer Answer

  Date: 01/20/2023

   
  Complaint: 18601757
  
  I am rejecting this response because: I need the exact day of this credit to ********** to verify this actually has happened
  
  Sincerely,
  
  *****************

  

  Business Response

  Date: 02/06/2023

  We apologize for the delay. There was an issue on the ********** side. They have pushed the refund through to go back to the card used to make the purchase. Thank you.

  Customer Answer

  Date: 02/13/2023

   
  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,
  
  ****** Post

• Initial Complaint

  Date:12/12/2022

  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.

  This week I had a $18,000 storage shed built in my backyard and needless to say at this point its been an absolute nightmare. It was delivered and installed in the pouring rain, the workers **** a LARGE FACE on the trusses that is visible as soon as you walk in the front door, the foundation blocks are incredibly crooked, they sent the incorrect paint to the job site and repainted the shed the wrong color on site. Then they repainted it the day after in the pouring rain, after they have already attached my covered patio and its just an absolute mess. I had to call and order custom paint a few days prior due to the representatives negligent actions. I paid over $2,000.00 in additions for what I was told was line items for a lofted space - Roof Pitch Upgrade was the upgrade. I was instructed by the sales representative *********************** that there would be a pull down ladder to access the loft. We discussed adding a nice accent for aesthetic purposes on the outside of the loft wall to match my home. We discussed my must haves in great detail. There is just one unfortunate issue. This shop was built without a loft and the finished product is NOT WHAT I ORDERED. I was incredibly specific in regards to needing a lofted storage space as well as needing this shed to be custom to match my home. Estimate was sent to me and I had some questions regarding the interior of the storage shed. I contacted **** on September 15th via text message regarding an ability to virtually see the interior of the shed as I wanted to ensure it was designed with my requested loft. He stated that wasnt possible to see virtually but on the estimates charges of the $18,000 shed, there were line items depicting the additions we discussed. At this point I need assistance with this organization as the last discussion I had with their manager was regarding the fact that this issue CAN BE FIXED, but Tuff Shed is going to do nothing to fix it, due to the fact of the liability it would cause

  

  Business Response

  Date: 12/20/2022

  Our team is working on scheduling ************** to come out and address the issues with the painted trusses and leveling blocks on the building. This was clearly not done in accordance with Tuff Shed standards.
  

  As for the loft, our quotes and order confirmations clearly detail all elements and add-ons to the building. A loft was never added to any version of the quote that was provided to the customer. Therefore, no money was paid for a loft or ladder. They would have been listed out on the quote and sales order. We built what was quoted and what the customer signed off on.

• Initial Complaint

  Date:12/09/2022

  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.

  My Tuff Shed is under warranty. It leaks when it rains. The floor is damaged. I have been trying to deal with Tuff Shed for months and they are completely unhelpful. They have sent out multiple techs and can only say they don't know what the problem is. I have attempted to speak with a manager several times and have never done so. I've emailed, sent messages via ******* and get zero assistance. My shed is still leaking.

  

  Business Response

  Date: 12/13/2022

  The manager has been in contact with *** as recently as Friday, 12/9 and has relayed the following information:
  -*** is not the original purchaser of the shed. The shed was on the property when they bought the house.
  -Tuff Shed warranties are non-transferable. The warranty is void after the original purchaser has sold the property or building to another person.
  -Tuff Shed agreed, at our own cost, to find the leak and make necessary repairs.
  -We were not able to find the leak and were prevented from spraying the roof of the shed with water to see if and where any water may be coming in from.

• Initial Complaint

  Date:12/08/2022

  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 can't reach anyone to change my card where my autopay pulls from. I changed it online but the payment series is already pending so it won't let me change it to my new card. Then I tried to email these people on November 28th with no response. I tried calling their customer service today where a lady answered in Spanish, I asked for English, then she hung up. I called back and she said she didn't speak English. So I tried another customer service number. They told me IN THE CUSTOMER SERVICE DEPARTMENT, that they can't help and I need to call back in and hit option 2. I call back in, hit option 2, and it's the scheduling department. Nobody answers. I left a vm. Who the heck do I talk to?????? This should be SOOO simple. I will NEVER purchase a Tuff Shed or recommend it to anyone ever again. This is awful.

  

  Business Response

  Date: 12/09/2022

  We received a voicemail from the customer yesterday and followed up to provide her with the correct contact info for our financing partner. Financing payments are made through our partner ************. They can be contacted through *************** or 

  Customer Support and Payment Center  ************
  **********************************************
  Customer Support Text Line  ************ (TEXT ONLY)