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:09/11/2023

  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.

  Heartland backyard products are the contracted installers with Lowes. The contract from Lowes and backyard differ. Lowes contract states that the installers will be responsible of making sure they abide by permit/shed location/leveling are appropriate etc. Then, backyard products sends a contract that states it is all the owners responsibility. None of these companies want to take accountability for their work. They just want to take money from their customers. It is apparent and I stated numerous of times in the beginning before the shed was built/purchased and placed in my yard- it needs to be leveled/secured/anchored to the earth and located properly according to code. I have an hill-y backyard! All of the above was not done. Backyard claims they leveled the shed by the shed standing on movable concrete bricks- that isnt secured to the earth. It is not safe nor will it pass inspection. Backyard products needs to come out and fix this properly. ****, mgr from backyard products in ****************, ghosted and wont come out to do this properly. ***, the installer, stated he already called the regional mgr and said we did all we can bc we level using moveable bricks. That is not true- I am not in the trade- and I know you should either use concrete slab or anchor it to the earth/leveling kit that Lowes should have provided after this mess. None was done.

  Business Response

  Date: 10/03/2023

  Provided in the attachments is the contract for Heartland Sheds installation order that the customer signed at time of purchase. 

  Our services to level a 6in out of level build site was an add on service which we completed. Add-on included the leveling blocks and labor to level the site.

  In the contract it states the following:

  *We do not install on any prefabricated area unless they are reinforced concrete at least 4 thick, or a Gravel Pad and
  contractor agrees the area will work when on site.

  We do not have concrete pouring services, if customer needed a slab poured they would have been required to seek assistance from local concrete contractor.

  To secure the shed to the ground, the customer would have needed to purchase earth augur anchors in addition. They were not purchased as reflected in the signed contract.

  Our services were completed according to the item/labor packages purchased on the order. 

   

  Thank you,

   

   

   

  Customer Answer

  Date: 10/13/2023

  Complaint: 20585271
  
  I am rejecting this response because: Backyard did not fix their issue of leveling. Instead of fixing the issue- they decided it was best to break down the shed and I just got a refund by Lowes.
  
  Sincerely,
  
  ***** Park  

  Business Response

  Date: 10/24/2023

  Backyard Products, parent company of Heartland Sheds, does not offer concrete pouring services, we cannot pour concrete to form a slab customer filed a complaint regarding. 

  If a customer needs a slab poured for foundation, they are required to seek assistance from local concrete contractor in their area. 

  To secure the shed to the ground, the customer will need to provide the concrete slab or will need to purchase earth augur anchors as an add on package we offer.

  Earth auger anchoring secures the shed to the ground even without a concrete slab being provided.

  This add on was not purchased by this customer as reflected in the signed contract previously provided.
  Our services were completed according to the item/labor packages purchased for this order. 

  Customer was requesting a service we cannot provide, we are not a licensed business to pour concrete, we could not satisfy customer who received refund in full and we removed our property from customer's location. 

  Thank you,