Complaints

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:06/19/2025

  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 plastic shed from Suncast with a 10 year warranty. After 5 years the corners of the unit broke. They are offering $265 since the unit is no longer manufactured. The shed is useless with broken walls.

  

  Business Response

  Date: 07/10/2025

  As outlined in Suncasts limited warranty, if replacement parts are no longer available for a product that is under warranty, we may offer a pro-rated refund based on the age of the unit. In this case, the customers shed is no longer being manufactured, and the required parts are unavailable. Per our warranty terms, the customer was offered a pro-rated refund of $265, which they accepted on June 20th.
  We understand the frustration of not being able to repair the unit, but this resolution is fully in line with the warranty terms agreed upon at the time of purchase.

• Initial Complaint

  Date:05/27/2025

  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.

   
  Complaint: 23384392
  
  I am rejecting this response because:

  You can clearly see the plastic portion where the hinges goes cracked out due to be in the outdoors and this product claim to be for outdoors. If your product cant be exposed to the heat and sun dont give a false advertising telling otherwise. This is not weather proof. I want my money back or a full replacement.
  
  Sincerely,
  
  ******* **********

  

  Business Response

  Date: 06/06/2025

  After reviewing the photos provided, we have determined that the damage to the unit is not the result of a manufacturing defect and therefore is not covered under the terms of our warranty, which specifically covers defects in materials or workmanship. Additionally, it appears that the unit has not been installed on a proper foundation as outlined in the assembly manual. A level and stable foundation is required to ensure proper assembly and performance of the shed, and failure to follow these guidelines can result in structural issues that are not covered by the warranty.

  

  Business Response

  Date: 06/10/2025

  Our products undergo extensive testing, both in real world conditions and controlled environments. This thorough evaluation process helps us identify any potential flaws or defects. I want to assure you that your specific concern is not classified as a defect. Once again, I apologize for any frustration or inconvenience this has caused you but simply your concern does not fall under the scope of our warranty. As a gesture of goodwill, we would be willing to offer you a one-time complimentary replacement parts. However, the shipping costs would be your responsibility. If this is acceptable please give our team a call at ************** and out team will be happy to assist. 

• Initial Complaint

  Date:05/20/2025

  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 at **** club product W5356567 on 4/23/25. I paid a handy man to install the same day as I am disabled and unable to do so. I didnt know there was anything missing until I saw the lid of the shed warping. I contacted the handyman who said the thin skinny was not in the box but it should not have any issue as the thick rails are installed. I contacted this company 5/20/25 to put in a warranty claim for the missing skinny rail and for the lid. They offered the rail only and refused the lid even though that rail wont even do anything anymore because of how badly warped the lid is. Im seeing a consistent issue with people who even installed it correctly having issues with their roof top warping. This is not something that should happen within 27 days of purchase. Regardless if it didnt have the thin rail which absolutely does not support the roof the way the other two do. I needed the shed for medical equipment and now theyre trying to charge me $42.96 for the lid and about $200 for freight shipping, on something I just spent $435 on 27 days ago. This company is absolutely scamming me And deceiving people on their warranty. They are absolutely absurd to think a disabled person can just spend another $250 essentially, on something that they should be absolutely warrantying. Clearly the lid was defective to begin with as it shouldve never warped within ************************************************* not,I have been told by other contractors thats something that would take six months to even a year to start to warp like that. At this point this company needs to fully refund me what I spent ($435.63), or warranty the lid and the rail as I was hopeful they would in the first place.

• Initial Complaint

  Date:05/02/2025

  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.

   
  Complaint: 23280274
  
  I am rejecting this response because: They rejected before they ever knew it was eventually placed on a level pallet with a plywood base. You see I am not the first ******** after viewing responses they use this bogus claim. This was assembled correctly. This is a 3x4 storage bin/ deck box. They use this to keep from fixing the poor workmanship and inferior products as they cut corners for profits. I had one of their boxes from years ago on a gravel area underneath my deck. No issues. This was poor workmanship and inferior material period. This unit has it's own floor. 
  
  Sincerely,
  
  ******* ************

  

  Business Response

  Date: 05/13/2025

  To keep the limited warranty valid, the unit must be assembled exactly as shown in the instructions, including being placed on a proper and permanent foundation. If the shed is not assembled on a proper foundation, as specified in the manual, the warranty is considered void.
  In your case, although the shed was placed on a cement pad and later on a pallet with plywood, this setup does not meet the foundation requirements stated in the assembly instructions. Because of this, the warranty does not apply.
  

  

  Business Response

  Date: 05/22/2025

  After reviewing the original photos provided, it was evident that the unit was not initially assembled on a proper, level foundation as outlined in our product instructions. A level and stable foundation is a key requirement for the structural integrity of the unit and a condition of our warranty coverage. While we understand that you may have later re positioned the unit onto a pallet with a plywood base, warranty eligibility is determined based on the original installation and use conditions. Unfortunately, the initial setup did not meet these requirements, which voids the warranty.

• Initial Complaint

  Date:04/29/2025

  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.

   
  Complaint: 23265226
  
  I am rejecting this response because:
  
  Sincerely,
  
  ****** *******. The plastic windows are defective, this shed has a 1O year warranty, these windows should not have faded that fast , I want the company to act in good fate and replace the windows 

  

  Business Response

  Date: 05/13/2025

  We understand your concern about the shed windows fading. As we stated in the warranty claim submitted to our support team, in the terms of our limited warranty, fading or discoloration is considered normal wear and tear and is not covered under the warranty. Our warranty only covers manufacturing defects, and fading does not qualify as a defect.
  

  

  Business Response

  Date: 05/22/2025

  We understand your concern regarding the fading of the shed windows. As stated in our response to your warranty claim, our warranty specifically covers manufacturing defects. Unfortunately, fading does not fall under this category and is therefore not covered. We understand this may not be the outcome you were hoping for, and while you may not agree with our position, the terms of our warranty are clear on this matter.

• Initial Complaint

  Date:02/19/2025

  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 plastic outdoor storage shed in December 2021. The shed was installed on a solid concrete slab surface per the manual. Over time the lid of the shed has gradually warped out of shape and no longer closes properly. The screws have pulled out of the plastic lid and cannot reasonably be repaired. The shed carries a 10 year warranty. After submitting my warranty claim, receipt, and numerous photographs of the shed and foundation, Suncast has refused to honor my warranty claim. Instead they have stated the shed wasn't installed on a proper foundation (concrete slab or wood) despite me providing repeated photographic evidence that indeed it was. I even provided a side profile picture of the concrete surface showing it's more than the minimum requisite 4 inches in thickness. While logically this claim should be a trivial issue that would be reasonably covered, Suncast has instead taken a stance of it not conforming to the foundation requirements despite. They have provided no explanation why my foundation is not meeting the requirements, even though I have asked for this explanation directly. The situation is unacceptable, and any reasonable consumer would expect the manufacturer to stand behind its product if they're offering a 10 year warranty. Never have I encountered such a situation where the product was so obviously defective and where I've submitted extensive documentation, yet no goodwill has been extended to rectify the situation. The defective lid needs to be replaced. My warranty claim number is #******.

  

  Business Response

  Date: 02/27/2025

  After reviewing your submission, we have determined that the shed is not installed on a proper foundation per the manufacturers requirements. While a concrete slab can be an acceptable base, the shed must also be properly anchored to prevent structural shifting over time. Based on the images provided, it is evident that the unit is not on a solid concrete slab and anchored, which is a requirement for maintaining the integrity of the structure and preventing issues such as warping.Unfortunately, due to these installation factors, the warranty has been voided. We understand this may not be the outcome you were expecting, and we regret any frustration this may have caused. If you have any further questions , we would be happy to assist.

• Initial Complaint

  Date:02/07/2025

  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.

   
  Complaint: 22910825
  
  I am rejecting this response because: 

  -No requirement of a ********************************** the documentation that came with the product.

  -Refusing to honor a manufacturing warranty with the excuse of a ************************************* direct violation of FTC legal requirements 

  -Hose used was in line with all dimensional restrictions given by the product, this argument is invalid.

  I would additionally advise your business remove the American flag and Made in ******* advertising, this incredibly unpatriotic behavior and I refuse to acknowledge any American business would behave in such a disgraceful and duplicitous manner.  You are dragging that proud designation through the mud.

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

  

  Business Response

  Date: 02/07/2025

  Our records indicate that the unit was not registered within the required 90-day period, which is a condition of our warranty coverage. Unfortunately, failure to register within this time frame results in forfeiture of the warranty. Additionally, based on our review, it appears that the proper hose was not being used with the unit. As outlined in our warranty terms, the use of incorrect or incompatible components voids warranty coverage, even if it had been applicable. While we strive to provide high-quality products and customer support, we must adhere to the terms of our warranty policy.

  

  Business Response

  Date: 02/27/2025

  Thank you for reaching out regarding your warranty claim. We have thoroughly reviewed your case and would like to clarify the warranty terms and our findings.
  The manufacturer's warranty requires product registration within 90 days of purchase to be activated. Unfortunately, we do not have a record of your registration within this period, which means the warranty was not officially activated.
  Additionally, upon reviewing the provided images, we have determined that the damage is not due to a manufacturing defect. It appears that an incorrect type of hose has been used, which is not compatible with the product specifications. This misuse falls outside of the warranty coverage and voids the warranty.
  We understand this may not be the resolution you were hoping for, and we appreciate your understanding.

  Customer Answer

  Date: 02/27/2025

   
  Complaint: 22910825
  
  I am rejecting this response because:

  This is literally the last non-resolution response repeated through an AI filter.  I'm not stupid but apparently their customer service is if they think I don't know how to read and decipher that.
  
  Sincerely,
  
  ******** *******

  

  Business Response

  Date: 03/06/2025

  I understand that this is not the response you were hoping for, and I truly regret any frustration this situation has caused. Our goal is always to provide the best possible support, but we must also adhere to the terms of our warranty policy.
  Unfortunately, for the reasons previously outlined we are unable to proceed with a warranty claim. I realize this may not be the resolution you were seeking, but I want to assure you that we value your business and appreciate your feedback.

  Customer Answer

  Date: 03/07/2025

   
  Complaint: 22910825
  
  I am rejecting this response because:

   

  It's a literal copy and paste response. You haven't resolved anything.
  
  Sincerely,
  
  ******** *******

• Initial Complaint

  Date:01/10/2025

  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.

   
  Complaint: 22795555
  
  I am rejecting this response because: this is clear expansion and contraction of plastic due to weather cracking everywhere and screws falling out of manufactured plastic wholes with metal screws make it make sense , doors are bowed as is roof whole shed needs to be replaced or refunded very upset and dissatisfied with manufacturer and fake warranty offered 
  
  Sincerely,
  
  ***** ******

  

  Business Response

  Date: 01/22/2025

  Thank you for reaching out and sharing your concerns regarding your Suncast shed. We understand how frustrating it can be to experience these issues, and we appreciate the opportunity to address your concerns.
  After thoroughly reviewing the photos and details you provided, it is clear that the damage to your shed is not consistent with a manufacturing defect or a workmanship issue. Specifically, the panels appear to be disengaged from the floor, and the overall condition suggests potential external impact or factors beyond typical use. As communicated, our limited warranty covers only defects in manufacturing or workmanship, and the issues identified do not fall under these criteria.
  

  

  Business Response

  Date: 02/07/2025

  Thank you for reaching out. After carefully reviewing the images you provided, it is evident that the damage to your shed is not due to a manufacturing defect. The visible cracks shown in your photos indicate stress-related damage that our testing has confirmed does not occur under normal use.We have made efforts to work with you, including requesting a comprehensive list of the parts you need to explore possible assistance. However, instead of providing this information, you have requested a full refund. As stated in our warranty policy, we provide replacement parts for covered issues rather than refunds. In this case, the type of damage presented would not typically qualify under warranty, but we were still willing to explore options as a goodwill gesture.

  Customer Answer

  Date: 02/12/2025

   
  Complaint: 22795555
  
  I am rejecting this response because:the whole shes is cracking and falling apart due to expansion and contraction from weather I do not want another shed which will do same thing and to fix I need all panels to fix , time and labor is not work taking apart to put back together for same results I want a refund full or partial very upset saying it was put together wrong you have plastic wholes for metal screws makes no sense no metal backs, a lot of design issues and material is not made for outdoor weather as stated I built everything to spec even poured a concrete pad which is level what else am I supposed to do
  
  Sincerely,
  
  ***** ******

• Initial Complaint

  Date:01/09/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

   
  Complaint: 22785490
  
  I am rejecting this response because: I need the front left corner panel replaced. I would gladly throw the challenge of making it work back to them. $1100 I feel I have wasted. I have tried EVERYTHING the customer care team suggested, but the roof still doesnt fit. I have put the roof on, however, it does not lay flat or attach to the cross beam or the wall panels at any place, as the s**** holes do not align with the corresponding holes. If there is a strong wind gust, it will blow off. Im exceedingly disappointed with their response. I tried to leave a review on their website, but unfortunately I was unable to find a way to do so. I think other consumers have a right to know about Suncasts lack of concern with a, in my view, manufacturing error. Bearing in mind the cost of this product, replacing an obviously flawed section should be their priority. I shall not recommend this company to anyone who may ask me about it.
  
  Sincerely,
  
  ***** ******

  

  Business Response

  Date: 01/22/2025

  We sincerely apologize for any frustration or inconvenience you have experienced during this process. Our ************* team has carefully reviewed your case and all the documentation provided, including the photos you shared. Weve worked to troubleshoot the issue with you and provided assembly tips to assist in resolving the challenges. Based on our assessment, the parts in question are not defective, and the difficulties appear to be related to the assembly process rather than a manufacturing issue. We remain committed to helping you successfully assemble your shed. If further guidance is needed, we would be happy to assist with additional instructions or clarification to ensure a smooth assembly please reach back out to our ************* team. Please note that per the terms of our warranty we only cover defects in manufacturing.

  

  Business Response

  Date: 02/07/2025

  Thank you for reaching out and sharing your concerns. I sincerely regret the frustration and inconvenience youve experienced with your purchase. Our goal is always to ensure customer satisfaction, and I want to work toward a resolution that meets your needs. I understand that despite following all troubleshooting steps, the roof is still not fitting properly due to misaligned s**** holes, and you are requesting a replacement for the front left corner panel. Id like to further investigate this issue to determine the best course of action. Could you please provide photos of the misalignment and any additional details regarding the assembly process you followed via email received under ********************************* This will help us assess the situation more thoroughly and find a suitable solution.

• Initial Complaint

  Date:11/22/2024

  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.

   
  Complaint: 22591191
  
  I am rejecting this response because:
  

  I want to be able to submit the information Suncast requested to process the claim and see what the outcome is before accepting or rejecting anything and finalizing the BBB complaint. The email they sent the claim instructions to is the exact same email address that Craftsman keeps informing me to reach out to, so I have a hard time believing there's no records of me attempting to contact them.

  I will say, there are other BBB complaints here I've read through that outline the exact same issues with these model sheds, it's clearly a known issue with them.

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

  have to fold all 4 corner pieces to form the actual corners, and the plastic at the fold is extremely thin compared to the rest of the shed.Craftsman is very responsive, but they always say it has to go through Suncast, as that's who actually manufactures this product. At this point, I have zero desire to take the shed apart to replace the corners even if Suncast ever decided to acknowledge me, the repairs I made are good enough to suffice since it's just a plastic shed anyways... But I feel that some type of prorated refund is in order since this is clearly not an isolated issue for this particular model. The shed was assembled properly, per the instructions and build on a solid base.Suncast in considering any possible prorated refund, should consider the fact that I've been trying on and off for 4+ years to inquire about this problem since the first time it was observed beginning.

  

  Business Response

  Date: 11/26/2024

  Thank you for reaching out and sharing your experience with us. We understand your frustration and sincerely apologize for any inconvenience caused. At this time, we do not have any record of receiving your previous inquiries or claims under ********************** However, we are more than happy to assist you in resolving this matter. To begin the process, we have sent an email outlining the information needed to proceed with your claim. Once we receive the requested details, we will promptly review your case and work towards providing an appropriate resolution. We truly appreciate your patience and the effort youve taken to explain your concerns. Your feedback about the product's design and durability is important to us, as it helps us identify areas for improvement. Please don't hesitate to reach out if you have any additional questions or need further assistance while submitting the required information. We look forward to assisting you and resolving this matter as quickly as possible.