Complaints

This profile includes complaints for Backyard Products's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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• 

  Backyard Products

  Ann Arbor, MI 48104-2115

• 

  Backyard Products

  1000 Ternes Dr Monroe, MI 48162-5224

• 

  Backyard Products

  2648 Medina Rd Medina, OH 44256

• 

  Backyard Products LLC

  6619 Bayou Grande Blvd NE Saint Petersburg, FL 33702-4725

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:01/05/2024

  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.

  I purchased a playset through Backyard Products in December 2023, they were able to ship it by 12/19. I knew it would take awhile to arrive due to the bust holiday season. However there was no updates in regards to the delivery company they used. No one from Backyard products reached out to me after transfer. When they gave a date for when it would arrive, it never came. No call, text or email from either companies. When I finally called, tforce let me know it was not on the truck when they arrived to the shipping station. When I called Backyard Products they had no idea, and wanted to have me wait 5 more days for them to "investigate." They never sent any update. When I asked for a refund they were silent and gave me the run around, saying Tforce has tried to call me to sent up shipment (which I never received, Tforce does not even have my number). I have not received a refund or my playset and purchased in a shy of a month.

  Business Response

  Date: 08/26/2024

  Dear ******, Thank you for reaching out and sharing your experience. I sincerely apologize for the frustration and inconvenience you have encountered regarding the delivery of your playset. I understand how disappointing it must be to have faced such delays and lack of communication. Heres a summary of the actions we will take to address your concerns: Delivery Issues: I will investigate the issue with Tforce and the delivery process to understand why there was no update or follow-up communication. I will also ensure that the shipping company provides a clear explanation and resolution. Communication Breakdown: I apologize for the lack of communication from our end. We are reviewing our processes to prevent such issues in the future and improve our customer service. If you have any additional questions or concerns in the meantime, please feel free to reach out to me directly. Thank you for your patience and understanding as we work to resolve these issues. Best regards, ******

  
  

• Initial Complaint

  Date:12/28/2023

  Type:Customer Service 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.

  Company failed to install player on promised date. Installer assured they would call when they arrived; did not communicate. ****** states he waited an hour at the gate although my wife checked every 10 minutes and no one was there. ****** in customer service was of no help and hung up the phone, ****** at the branch as well. Both need training in problem resolutions.

  Business Response

  Date: 08/26/2024

  Dear ****, Thank you for your email and for bringing these issues to our attention. I apologize for the inconvenience and frustration you have experienced with the installation of your playground. I understand that the installation was missed on the promised date, and there was a lack of communication from the installer. I also regret that our customer service and branch representatives did not meet your expectations. To address this situation: Investigation: I will investigate the circumstances surrounding the missed installation and the communication breakdown with our team. Resolution: I show that this installation was completed. Training and Improvement: Your feedback regarding the handling of your case will be taken seriously, and I will ensure that appropriate actions are taken to improve our teams problem-solving skills. Please accept our sincere apologies for the inconvenience and poor experience you have had. We are committed to resolving this matter to your satisfaction. Thank you for your patience and understanding. Best regards, Customer Service

  
  

• Initial Complaint

  Date:09/06/2023

  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.

  I had a shed installed a month ago. I called back the following week stating i had issues riding my equipment up my ramp that still isnt to code and at too steep of an angle. I was told "no your ramp in installed correctly". After multiple emails back an forth, I just fixed my ramp by myself... even though i paid 7K for it!!! Also, the right door didnt shut correctly. I have to force it with the bottom of my foot which isnt right. Lastly, the same crew came back the second day to finish up the job. They said they would be back at 8am... that turned into 3pm. They rushed to finish the shed and have nail gun hole all over my ******** looks like a woodpecker went at it. I also have tried calling the number provided to me multiple timesthroughout this painful process and someone is picking up the phone and hanging up on me... Awful and very unprofessional. I just want to shut my shed door and make sure it doesnt rot!!!

  Business Response

  Date: 08/26/2024

  I am sorry for the issues that you are having with the shed door and ramp, If you would be able to able to send in photos of the issue we can get them over to the local office and have someone out to fix that for you. The email that you would send them to is ****************************************

  
  

• Initial Complaint

  Date:08/22/2023

  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 Gorilla playset through ********** on November 13, 2020 (SO#*******). It was installed by a gentleman from Backyard Products in February 2021. The gentleman admitted that he had never installed a Gorilla playset before and that he was not sure what he was doing. We have had problems with this playset ever since. In early 2022, ***** from Backyard Products sent someone to nail in some of the wood beams that had popped out and replace two frayed ropes. Then, my wife and I started noticing that occasionally the playset house would rock back and forth when our son (who weighed about 30 pounds then) would use the swing. ****** from Backyard Products sent another person, *****, out on Friday, September 16, 2022 to fix this. ***** called me and told me that the playset was unfixable and should be replaced and that I would receive a call from ****** the next week. I received no phone call that day or the next week and called ****** myself. ****** informed me that ***** told him the playset was fine and that nothing needed to be fixed. I called ***** but he did not respond. Later in the year, I called ****** again and he told me that Backyard Products would not do anything to fix the problem (especially since it was intermittent).Since then, what was an intermittent issue has become a constant one. Now, every time my 35 pound son uses the swingset the whole playset house rocks back and forth. Other parents have observed this and don't want their children going on the swings. I have filmed this and am attaching links to the videos below:************************************************************************************* ************************************************************************************* Since the beginning of this year, I have called and e-mailed Backyard Products a bunch of times, but they have not responded to me.

  Business Response

  Date: 08/26/2024

  I am sorry for the issues that you having with the play set. But being that this is 4 years now we do not have someone who can come out and fix that for you. I would recommend anchoring the play set down and that would stop the rocking when the kids are playing or swinging. Again I am sorry for the issues that you are having.

  
  

  Customer Answer

  Date: 08/26/2024

  [A default letter is provided here which indicates your rejection of the business's response. 
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of why I am rejecting this response appear below:
  
  The company has sent a form letter.  They are refusing to do anything about the problem.

   
  Regards,
  
  **** Polish

  Business Response

  Date: 08/27/2024

  Thank you for your feedback. I apologize if you feel that our efforts have not addressed your concerns. We take your satisfaction seriously and want to clarify our recent actions and findings.
  Our team visited your location on September 16, 2022, to perform repairs and returned on September 15, 2023, for further maintenance. During both visits, we thoroughly checked the anchors and other components of the playset. We have reviewed the video you attached with our team, and after careful evaluation, we have determined that the movement observed is within normal limits for a wooden play structure.
  Wood, being more flexible and less rigid than metal, naturally experiences some movement. This flexibility can lead to a slight sway, especially with active play and swinging. The playsets design, which includes joints and connections that may loosen over time, contributes to this movement. Consistent upkeep at the beginning and end of each play season helps maintain the playsets stability. Additionally, wood's expansion and contraction with humidity changes can affect its rigidity.
  Please be assured that as long as the playset is moving as a whole and not exhibiting excessive instability, it is functioning as intended. We strive to ensure that our products meet safety standards and provide enjoyable play experiences.
  If you have any further concerns or would like to discuss this matter in more detail, please contact us directly. We are committed to resolving any issues to your satisfaction.
  Thank you for your understanding.
  Best regards,
  ******

  Customer Answer

  Date: 08/27/2024

  [A default letter is provided here which indicates your rejection of the business's response. 
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of why I am rejecting this response appear below:
  

  This set was improperly installed in the first place by an employee who admitted that they did not know what they were doing.  Another one of their employees came over and said that the set should be completely uninstalled and reinstalled and was unsafe. The company refuses to reinstall it.  Their failure to respond in a timely manner is just shameful.  

  Regards,
  
  **** Polish

• Initial Complaint

  Date:07/31/2023

  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.

  We ordered a ************ from Backyard Products via ****** on 5/26/23. Installer was scheduled to build it June 9th, 2023 but did not finish the job. The local office (Branch 021) scheduled completion of the shed on Friday June 23rd, 2023. I took the day off work to be present for the install per the written instructions, but no one showed up, no one called, and since then no one at the local office has answered their phones. I've called the ***** number twice, and both times the phone reps have also tried to reach the local office, and the local manager but no one has answered, and none of the messages left, either by me (1) or the phone reps (2) were returned. 7/17/23 I received an email from Backyard Products to schedule the completion of the shed on 7/31/32. I agreed, took the day off from work again, and again no one arrived, no one called, and no one answered the phone when I called the office. Backyard Products, LLC has my money, but I do not have what I paid for. It has been over two months. Backyard Products LLC, is either supremely unprofessional and inept, or just frauds.

  Business Response

  Date: 08/26/2024

  Thank you for your understanding, and I appreciate your patience throughout this process. Its true that logistical challengeslike installers needing to take a ferrycan indeed cause delays. Im glad to say that Backyard Products is actively working on improving customer experiences. Striving for timely resolutions is essential, especially when customers like you are eagerly awaiting their sheds.

  
  

• Initial Complaint

  Date:03/01/2023

  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.

  Ordered playset from ****** 5/25/22 & paid $200 to ****** for Backyard Products install. Installer said earliest install would be 8/1/22. Frustrated we gave benefit of the doubt due to supply chain issues. Ten days after install picnic bench snapped under our 50-60lbs child leaving screws & protruding wood. 8/12/22 I contacted *********** photos of the damage.8/12/22 they wrote a ticket was opened for the repair. 8/17/22 they wrote parts were being shipped this week. 9/6/22 I asked if the parts have been received? 9/6/22 they wrote You will be hearing from our service tech very shortly10/2/22 I wrote We still havent heard anything about when we can expect a repair10/2/22 they wrote part was just received on ************** been check yet. Well open it up on Monday & call w/a repair date11/10/22 I wrote, We still dont have any word on this11/11/22 they wrote (name) will be out next week for the repair.11/18/22 they wrote, Dont forget to set (name) to do this AND schedule him in Skedulo11/18/22 I wrote As an FYI we are only available to be home **************** next week.12/14/22 I wrote I did not hear back again on this. 12/18/22 after no reply I wrote, So the part was in on 10/2 & no one has done anything? Is it typical to ghost customers when you drop the ball?12/19/22 ********* care wrote This matter has been escalated to upper management12/19/22 received call that repair would be 12/22/22 but weather was then bad.1/6/23 I wrote, Is there a time this week (as weather will be somewhat warmer)1/9/23 Received text repair scheduled for 2/28/23.2/21/23 Sent 2 emails to confirm the 2/28 repair.2/21/23 they confirmed the 2/28/23 repair On 2/24/23 told them to just remove the system (had discussed this option in 12/18/22 email).2/24/23 told if weather was ok theyd take the system down & ****** could the. refund. They NO SHOWED & ghosted 2 voicemails & 3 emails to 3 different email addresses & 2 phone numbers.

  Business Response

  Date: 03/02/2023

  We are sorry to hear about this experience, I have followed up with the local installation office and they are sending a builder to come and remove the playset per the customer's request. This appointment is for today 3/2/23. 

  Customer Answer

  Date: 03/02/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.

  Better Business Bureau:

  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action TODAY as stated and, if it does and informs ****** of completion so we can be refunded will consider this complaint resolved.

  Regards,

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

  Customer Answer

  Date: 03/18/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of why I am rejecting this response appear below:
  
  I was just called by the serviceman that his truck apparently is broken down and he cant come today to remove our Swingset. He said he was only given one days notice. I informed him that this has been ongoing for nearly 7 months and we have started a return with ****** and issued a complaint against Backyard Products and are simply waiting for them to follow through on taking it down to inform ****** so we can be refunded. ****** informed us that Backyard Products has until Tuesday to do so while we had been informed through our complaint that it would be taken care of today.  I told him they have until Tuesday given what ****** told me. 
  
  Regards,
  
  *****************************

• Initial Complaint

  Date:02/25/2023

  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.

  Backyard Products and their installers are extremely unprofessional and lack communication with their customers. We have been informed since Wednesday that our storage was going to be installed on that day and it has been nothing but excuses. We were informed they were missing pieces and would need to come back Friday. Friday we were informed they were unable to come start the installment and would need to come back on Saturday. On Saturday they came and worked on the storage for 2 hours and left without communicating anything. After over an hour and a half of various attempts to call and text the installer, he finally answered and advised the machinery had broke and he was not able to finish. When we asked when he can come back, he said he will not be coming back until Backyard Products provides the missing pieces to finish the installment. To make matters worse, it has been raining in our area and the equipment has been getting wet, which the installer concluded is not his problem. He has also confirmed Backyard Products has poor communication with their own installers given he has not been able to reach anyone to get the missing pieces to finish his job. He ended with telling us to call the company ourselves and have them send new installers because he would not be returning. This has been nothing but a nightmare and has been a complete waste of our time. To have to take time off work to make sure someone is home so the installment is completed, only to be told each time that it will not be done. There is a lack of urgency, a lack or care to your customers, and a lack of professionalism. I hope this can be rectified as soon as possible and someone gets in contact with us immediately. Otherwise we will be reporting this to the Better Business Bureau.

  Business Response

  Date: 03/01/2023

  At Backyard Products, we always follow through with complaints with our customer's to ensure that they are satisfied and have received resolution for their issue. This customer has since spoken with our local installation office and is scheduled to have his shed completed tomorrow, on 3/2/2023. Customer was satisfied with this option and the issue was resolved. 

• Initial Complaint

  Date:02/08/2023

  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 have abided by the terms and conditions of this app and all of its related apps. However, as of fairly recent, my account (under the Gmail ***************************** was terminated claiming I made an error. When reaching out, I was not given a specific reason as to why this occurred, I was only told I violated a rule.

  Business Response

  Date: 08/26/2024

  I sympathize with your frustration, however your complaint is not with Backyard as we do not use any apps or accounts that customer can access or rules to be violated.

  
  

• Initial Complaint

  Date:10/31/2022

  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.

  I purchased a shed kit from ********** that was made by Backyard Products. When I opened the shed there were a few pieces of *** that were broken and one that was moldy. On the instructions it said that issues with the product were handled directly by Backyard Products, and not by **********, so I contacted Backyard Products about my issue. The woman I spoke with, ***************************, told me that all I needed to do was go buy the damaged pieces of *** from ********** and send her pictures of the damaged pieces along with a receipt for what I bought and the company would send me a check reimbursing me for the pieces I needed to buy. I bought the pieces and sent ******* pictures and a reciept and have been completely ignored. I have sent follow up emails asking about my refund check and asking why I was being ignored, but the company refuses to respond and I have not received my check. I have attached the same pictues that I sent to Backyard Products in this complaint. I emailed Backyard Products for follow up on August 13 2022, September 5th 2022, September 24th 2022, and September 29th 2022. Each email has been ignored. As you can see on the reciept, I spent ***** plus tax on the *** board that I would like refunded to me.

  Business Response

  Date: 08/26/2024

  We sincerely apologize for the inconvenience and frustration you have experienced. We appreciate you following the instructions provided and contacting our customer service representative,who advised you to purchase the replacement OSB pieces from ********** and send us the pictures and receipt for reimbursement. We regret to hear that despite your efforts, you have not received a response or refund. We apologize for the lack of communication and any inconvenience this may have caused. Please be assured that we are taking this matter very seriously. We value your business and are committed to making this right. Thank you for your patience and understanding

  
  

  Customer Answer

  Date: 08/26/2024

  [A default letter is provided here which indicates your rejection of the business's response. 
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of why I am rejecting this response appear below:
  They business didnt actually say anything of meaning. They said sorry and they are working to make it right. That doesnt mean anything. I want a refund of the *** I had to buy. 
  [You must provide details of why you are not satisfied with this resolution. Please type details here:]
  
  Regards,
  
  ***********************************

  Business Response

  Date: 08/27/2024

  Thank you for your feedback. I apologize for any confusion or frustration you've experienced. After reviewing our records, I see that we received one email from you requesting your order information. Unfortunately, without these details, we can only provide general guidance.
  As mentioned in your review, the shed in question is a stock kit purchased from ******. As such, ****** handles any issues related to the kit, including missing extender kits or damage related to storage and handling. Please note that stock kits from ****** generally do not include floor kits unless it was a return or a special order.
  If you could provide us with your purchase receipt and the receipt for the *** you purchased, we would be happy to explore a resolution. Please contact us directly at ************ so we can work together to address this matter.
  Thank you for your understanding and cooperation.
  Best regards,

  ******

• Initial Complaint

  Date:10/18/2022

  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 purchased a backyard storage shed from a supplier (******) of backyard products, which included a product warranty period that my remains within the time period. Along with the shed purchase, I also paid for delivery and installation. I returned to ****** seeking advice of repair, and at that point, their employer looked up my purchase and stated that I was within my warranty period and that I should contact the manufacturer (Backyard Products) prior to altering any pieces of my shed and void my warranty. I made the initial contact with Backyard Products in the summer of 2021, which I received no response after I emailed receipt of purchase and photos. I then made contact with their customer service this year, in which I was told they never received any of my information. I forwarded the same information again, along with additional photos per their request. I was initially told by their employee that my impacted replacement parts would be sent to me; however, they would not provide a contractor as I was outside of the service warranty. They then asked for additional photos, which I sent. Later, they asked for photos for the base/foundation the shed was built on, and I explained to them that would require for me actually stripping pieces off of the shed and I was unable and lacked the expertise to do so. I provided them the local contracted business whom installed the shed and asked to include them, as they signed a contract confirming they installed based on the manufacturers specification. At this point, the employee stated that higher management denied my claim and provided no justification. I have asked for justification of how my claim was approved, then later denied with no reasoning and have not received any further communications.