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.

  174 S Main St Ste 1 New City, NY 10956

  

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:12/06/2022

  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.

  Purchased a pre-built shed at the ******************* location on September 19th, 2022. As of current (December 6th, 2022), i do not have possession of my 100% paid for shed. I have talked to numerous individuals at Tuff Shed, each with a separate excuse as to why my shed had not been delivered. At first it was a transportation permit, that took a couple of weeks, then it was a County permit, which took 2 months, and now it a "our truck is broke" and we don't know when it's going to be fixed. At one time (within the first 30 days) we told them we were going to go pick the shed up ourselves - they called the police on us. We were not able to pick up the shed. Currently, we waited the 2 months for a "county" permit and with their truck "broke" they are now indicating that we can come and pickup the shed ourselves, but with no warranties if we do that. If i have to now come and pickup my shed (this is a 30' x 30') which is going to cost me, i will like to be compensated for the efforts.

  

  Business Response

  Date: 12/08/2022

  We have stayed in contact with the customer throughout the process. The display model shed purchased at the ***** ** ********** was a 10x16 shed, not a 30x30 as was stated. We were not able to deliver the shed right away because it required a permit from the city. The customer insisted on pulling her own permit.  We offered our permit acquisition services,but she declined. She became impatient and requested to pick up the shed herself at the **********.  Our staff advised against that because she still did not have a permit.  She said she was going to do it anyway.  She was advised that we could not release the shed to her until the permit was approved and presented per ********** and City policy. The claim that the police were called on her is new to us. We did not call the police.
  She called our office again on Wednesday and stated that she has the permit now but wants us to deliver the shed and she sent us a copy of the permit. Our delivery truck is currently in the shop in for major repairs that will take up to a week to fix once the repair estimate has been approved. The customer was not happy with this delay but has been informed. We are attempting to find alternative solutions to be able to deliver the shed as quickly as possible.

• Initial Complaint

  Date:12/05/2022

  Type:Delivery 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.

  They were supposed to deliver my door and they keep giving me the run around. I am tired of calling them and searching as to where my door is and when they are going to give it to me.

  

  Business Response

  Date: 12/13/2022

  The local team has reached out to the customer to schedule ************** to come out on 12/21. They are following up with her to confirm timeframes.

• Initial Complaint

  Date:11/08/2022

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Shed install was scheduled for 10/17/22 it is now 11/8/22 and the job is not complete. Ive been trying to work with the warranty department but still no resolution. I have damaged siding damaged vent and all I want is my shed completed the way they promise in their contract. The office in ****** is impossible to get phone calls returned and their so called customer care number is useless. You call customer care and they forward you right back to the same horrible office in ******. I have been given so many dates for things to be done that now it has just turned into a joke.

  

  Business Response

  Date: 11/17/2022

  From our General Manager:

  I called and spoke with ******************* to go over the concerns.  We have an installer scheduled to return and address the issues.  In order to ensure thats done properly, Ive set up a time to review the shed on site with the customer tomorrow.  Well go over the current state of the building, and workmanship, and create a punch list for resolve.  I will follow up with agreed upon timeframe for us to complete after my meeting with the customer.

  Customer Answer

  Date: 11/20/2022

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

• Initial Complaint

  Date:11/07/2022

  Type:Customer Service Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My husband and I went to the ***********, ** location and dealt with *********************************. When he went thru everything with us and gave us a copy of the quote he said if the installers couldn't put a 2nd coat of paint on the shed we would get Money back for painting it ourselves. Day of installation the warehouse gave the installers the wrong color paint. I texted the salesman and he said he would get back to me on Monday. I told him just want a refund for painting and some paint can't take day off of work. Waited until 10am, no call, so I called. He said they will come out another day to paint I don't have to be there. Really??? My property. He said he would call me back in a little bit. 3pm rolls around no call so I called and got a lovely woman on the phone and explained the situation to her. She was surprised that the salesman told us about the refund of painting that she would get back to me. The salesman called me and started yelling at me that someone went to his manager and now he is in trouble. Said that the installers could come Thursday to paint the shed I told him can't wont be home and he said "What do you think we are going to steal something?" After this and the yelling I am done talking to him and he won't give me his managers name or phone number. Mind you before we decided to go with Tuff Shed after the quote ******** called and texted me 3 to 4 times a day for 2 weeks straight. Now he has no time for me? I will never recommend any one goes to the *********** location or deals with them at all. The installers that came were great guys. Tuff Shed maybe go in as a buyer and listen this guy and deal with him. Horrible customer service and any man who yells at a woman should be fired. I don't want anyone from Tuff Shed on my property ever again.

• Initial Complaint

  Date:10/25/2022

  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.

  We ordered a shed to be built and delivered, as we were getting quotes the business continuously was charging permitting and processing fees, high wind along with engineering fees. I had to have multiple conversations and emails to have this erroneous fee removed because I do not live in City Limits plus those fees are not even what the City Charges. The fees that were $80.00, $102.00, $198.00 respectively. When I received a quote, I approved that quote for order. Tuff Sheds did not fulfill the order according to my quote. Tuff Sheds claims because I signed a document via docu-sign that I agreed to their error when I wasn't aware I needed to check to make sure they did their job correctly nor could I tell that it was different, as the picture of the shed was much smaller than the quote I received. When the installer arrived at my house and we determined it was different than my quote a lady named ***************************, called me and told me that is was my fault and if they took the shed back to have a new one made, I would have to pay a restocking fee. This practice is highly unethical is regards to how they are changing members in the community for fees that don't exist and how they lack accountability on their errors.

  

  Business Response

  Date: 10/26/2022

  The customer submitted several quotes online. The final quote that was submitted, approved and signed for was what was built for the customer. The final order documents, including the 3-D rendering of the building and contract, were sent over to be reviewed and signed by the customer for final approval for what we would build. The customer approved and signed all the documents. When the shed was delivered, the customer was not happy with the door placement as was quoted and approved. We offered to move the door to the other side of the shed, but there was a cost for the additional materials and labor. The customer did not approve that option. In the end, we offered the customer a refund of $150 which was accepted. The refund was processed on 10/25/2022.

• Initial Complaint

  Date:10/22/2022

  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.

  Summary: Work on a Tuff Shed garage on our property (********************************************************* *****) was not finished after more than a year. We purchased a shed and a garage from the ********* Tuff Shed branch from Tuff Shed sales **** ****************************** for ~$12,000. All Yuba County permits were completed and production started on January 6, 2022. The final pieces of work has not been done by Tuff Shed, which includes shoddy workmanship. The issues (also noted to Tuff Shed) are as follows:* Handle for the garage door * Louvers put in and shingles repaired * Nails pounded into the garage completely (not sticking out)* Vinyl adjusted so that the garage door doesn't jam on the way down * the Tuff Shed Project Manager goes to the site and ensures that all the work is done and does quality control on the work already performed * Schedule inspection We are requesting Tuff Shed to respond to our issues and complete their work so that we can move forward and paint the outside of the garage and contract a cement company for finishing the project.

  

  Business Response

  Date: 10/31/2022

  Response from our management team addressing the customer's concerns:

  Outstanding items that need to be addressed;
  
  ? Handle for the garage door ****************************** *** has been notified that the customer is requesting a door handle to be added to the exterior of the garage door.  All new garage doors handles are located on the inside of the door.  The garage doors are designed to have an opener installed.  TUFF SHED is working with ********* Door *** to have them prioritize this work.  Again, this was not identified in the original scope of work.  Nor was it paid for. ****************************** *** is performing this work at no charge.
  ? Louvers put in and shingles repaired louvers (vents) have been installed.  Shingle repair scheduled for 10/31/22
  ? Nails pounded into the garage completely scheduled for 10/31/22
  ? Vinyl adjusted so that the garage door doesn't jam on the way down scheduled for 10/31/22
  ? the Tuff Shed Project Manager goes to the site and ensures that all the work is
  done and does quality control on the work already performed scheduling for a site visit will be based upon ****************************** *** performing the installation of the additional door handle.  Our goal is to have an inspection within the next 2 weeks.
  ? Schedule inspection customer is responsible to add a stoop outside the man door.  Before an inspection is called.

• Initial Complaint

  Date:10/11/2022

  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.

  I had a shed built by the ****** location a month ago and the shingles were not even straight. I sent my sales associate ****** a email and no response. I sent a email thru tuff shed requesting a quote and someone from **** said he would handle it. ****** called me and said he had been on vacation and was why he never responded.Both the Mesa associate and ****** said they would get it handled. One of tuff shed employees left me a voicemail wanting pictures and I sent them to him within 5 minutes of his voicemail. I sent him a text today and no response.

  

  Business Response

  Date: 10/12/2022

  The local manager reached out to the customer today and has scheduled a technician to come out on 10/18 to resolve the concerns.

  Customer Answer

  Date: 10/18/2022

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

• Initial Complaint

  Date:10/02/2022

  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 signed a contract on 8/6/2022 with Sales man *******. I specifically purchased a two story shed and a one foot height increase on the second story as to not have to bend down to walk in the loft (2nd floor). I told **************** will only buy the shed if the second floor is 6 foot from floor to roof; hence purchasing the height extension. He wrote up the contract ensuring me that was exactly what would happen. When the shed was built on my property the loft was shortened by TWO FEET! so now its 4 feet from floor to roof and not 6 foot. The current manager called last week and said there is absolutely no way to fix the issue and they will not fix the issue, as if it was common knowledge that type of modification couldn't be done?? That is not the point, I signed a contract and they knew or should have known they would not honor this contact and dupe me into signing it. I have the contract that i signed with what i wanted and anyone's welcome to see what I got. Either way I was put in a ******+ dollar loan for a shed I absolutely under any circumstances can not use now. The entire reason for buying the shed was for the second floor. I do not need this shed now, I cant salvage it in anyway and I want the loan canceled. I dont want to be financially responsible for a ******+ mistake I didn't make.

  

  Business Response

  Date: 10/03/2022

  Our management team reached out to the customer today.

  We are going to be going out on 10/19. We are going to remove the transom windows and reframe and reside that wall. We are also going to lower the loft down to where the bottom of the loft joist will be flush to the top of the door header. This will lower the loft approximately 24inches which will give her the desired height she is looking for. 

  

  Business Response

  Date: 10/06/2022

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

  Customer Answer

  Date: 10/06/2022

   
  Complaint: 18156867
  
  I am rejecting this response because: Im not ******? And she probably would want her 500 dollars. So this message was sent to the wrong person. 
  
  Sincerely,
  
  *******************************

• Initial Complaint

  Date:09/26/2022

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My wife and I purchased a garage from Tuff Shed, Inc. on January 31, 2022 through ***********************, for $17,480.70. As of this date, nothing has been done (except that we were sent a drawing of the garage in February of 2022 and a man from Tuff Shed came out to view the work site who indicated he would obtain a permit from the county). We contacted the ********************** ***** recently and no plans are pending for a permit (which is required before a permit can be issued). Despite numerous telephone calls to various departments at Tuff Shed in ****** and ********, nothing has been done and no one will call ** back. We have been ignored and we want our money back. I am 83 years old and my wife is 79. We don't have years to wait for this to be completed and firmly believe that the garage will never be completed.

  

  Business Response

  Date: 10/03/2022

  This order has been cancelled as requested by the customer. The refund is in process.

  Customer Answer

  Date: 10/03/2022

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

• Initial Complaint

  Date:09/26/2022

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  August 27th a plan for a shed to be built was emailed to me. I'll forgo the issues of trying to even get this far. I explained the shed was in the wrong position and sent them an email outlining and even on the plan I put in red the direction the shed was supposed to go. They, told me it was being handled. Then, a few weeks later I was told the plan failed inspection. I explained again, that the shed was in the wrong position, which would not be able to be allowed by the county inspection office. They told me, again, it was going to be fixed and resubmitted. I told the inspector they were supposed to be building it in the other direction and he said that he'd pass it if that was the plan. So he passed it and I explained, AGAIN, to the company that the shed only passed due to it being build in the other direction and that it needed changing on the plans. I was told it would be taken care of. I called them and had a long conversation and outlined everything that was wrong and what had to change. They assured me it would be fixed. Now they sent out builders to build a shed in the original plan that is not accepted by the county. I said no. To resolve the issue, I told them to send the inspector back out and that the inspector would fail the plan as it is still not correctly done. I then get told to draw up the plan myself. It has been a nightmare today. I was beyond unpleasant with the nasty person I was dealing with. The one who told me they'd get everything fixed and never did!!The resolution I want is for them to fix the plan and make it the way I asked for it from the beginning. And then do the job right.

  

  Business Response

  Date: 09/30/2022

  The management team has cancelled the order and will be reaching out to the customer with details of their full refund as requested.

  Customer Answer

  Date: 10/05/2022

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