Complaints

This profile includes complaints for Tundraland's headquarters and its corporate-owned locations. To view all corporate locations, see

Customer Complaints Summary

21 total complaints in the last 3 years.
9 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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:05/21/2025
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.
In May of 2020, I invested $21,000 into Tundraland's composite decking. Within the first year, I noticed that every time it rained the rain would not drain between the panels and would just sit on top of the deck. Fast forward to winter, I started to hear popping sounds (the water expanded and made the boards pop). In 2 years, the decking boards become warped and completely separated from the frame of the deck. I contacted Tundraland SEVERAL times before receiving a response. I had to act as though I was going to purchase their product in order to be even connected with anyone. I have contacted ***** SEVERAL times and have only had 2 calls returned in a 1 YEAR timeframe (in December, 2024 I called once a day for 2 weeks). During one of our conversations, he highlighted that this an issue with the product/installation and highlighted that Tundraland has noticed that due to the product and placing of the boards water would freeze between them and make them warp. We had Tundraland's inspector come and evaluate the deck over a year ago and was told that our entire deck would be replaced under warranty. We have yet to hear anything! Over 80% of our decking boards are so warped that it is now a tripping hazard and completely unsafe to use.
Business Response
Date: 05/28/2025
We have ordered the material. Once we have confirmation of an ETA for the material, we will reach out to the customer to advise the timeline for the service.
Initial Complaint
Date:05/10/2025
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.
Recently, add a shower installed by a tundra land It was a horrible job. The workmanship is worthless. They did not clean anything up. Drop solder on the shower base and burned It did not wash the shower doors upon leaving smeared, silicone c*** all over them, which is not removable. The seat retains a 1/2 inch of water after the shower. The caukling lines range from a 1/2 inch wide to less than a quarter inch. We have called them at least a dozen times to see where it's going to be done about the poor workmanship and have been put off and put off and put off and still have not heard back from them. Our next step is to retain a lawyer
Business Response
Date: 05/14/2025
Material has been ordered, and the *** is 6/12/25. Once the material is in warehouse, we will reach out to the customer to schedule the service
Initial Complaint
Date:05/09/2025
Type:Sales and Advertising 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.
On December 26, 2024, Tundraland installed a Jacuzzi shower system in the master bathroom and a bath unit in the guest bathroom. For the amount we paid ($32,491), I was upset and extremely dismayed because there was a seam running down the middle of the back wall on both units. On further inspection, I was unhappy with the large overlap on the shower doors. At no time were we informed their panels could not accommodate the size of both units or even consulted where we would want seam placement. A unilateral decision was made by the company to place it right down the middle. In fact, the sales person dissuaded us from using a different color panels as the width of the panels were too short requiring seams. I clearly told her I did not want seams. Based on this conversation I was rather surprised we had a seam. Had we known there was going to be a seam, we may not have signed the contract. The company agreed to refund money for the shower doors on January 9. I have yet to receive a check. I let them know by email on April 23 but have not received a response.On April 2, the guest bath walls were reinstalled with seam placed where I desired it. I suspect the company agreed to re-do the bath as the wrong color seam was used. The company is refusing to re-do the shower as it was installed as designed per contract. They are requesting additional money for materials and labor. No where in the contract is a list of materials or an explicit mention of seam placement. In fact, there is a computer generated picture of the units and neither one shows a seam. I requested further discussion about this on February 11, but have had no response. Rather disappointing especially when the sales person asked what they could do so I would love my shower 100%.
Business Response
Date: 05/21/2025
Inspection has been scheduled for 5/29/25 at 10 am
Customer Answer
Date: 05/29/2025
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.

[The regional manager missed the scheduled appointment. It is supposed to be rescheduled .]

Regards,

**** ******
Business Response
Date: 06/02/2025
Inspection is scheduled for 6/5/25 at 10 am.
Customer Answer
Date: 06/11/2025
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed

Met with regional manager on June 5. After meeting additional request made for compensation. Have yet to receive response or receive change order for changes agreed upon.

Regards,

**** ******
Business Response
Date: 06/18/2025
An agreement was sent to the customer 6/18/25 for review
Customer Answer
Date: 06/23/2025
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.

[Please type your response here.]
I am not satisfied as I requested a discussion about further compensation. I met with him on June 5 and finally a contract was sent on June 18. This was after I texted him on June 16 as I had no contact from him. He has ignored all of my texts and I requested that I be contacted by his supervisor.
Regards,

**** ******
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.
I spent $10,000 to get a walk-in shower installed. The top piece of the shower is broken. I've called Tundraland 2-3 times and they are not returning my phone calls so I can get my shower fixed. I'm very disappointed with your service and am requesting they repair my shower as soon as possible. I am a disabled senior citizen.
Business Response
Date: 05/02/2025
Service was completed on 5/2/25
Initial Complaint
Date:04/26/2025
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.
We had them put in a deck in 2021. The deck and materials have a lifetime warranty. We had noticed in **************************************************** 2024 it was worse. We called in 2024 and they had someone come out on 8/13/24 to assess the issue. He stated on his report that the deck boards were puckering in multiple spots and needed to be re-surfaced. We waited for someone to contact us but no one ever did. I called them numerous times and left messages. My husband also called with no returned calls. I called the assesser and told him the issue and he said it was an issue between tundraland and the manufacturer. We waited some more and I called again on 3/3/25 and left another message. I told them if they did not return my call I would take other measures to get this resolved. ***** from tundraland called me back and seemed very nice. He explained they were trying to get the manufacturer to cover the costs and that we were not the only ones with issues. There were multiple people with the same issue. He said he would call me each month with an update. Again no calls. I called 5 times in April 2025 and left messeages with ***** and no response. We just want them to stand behind their warranty and fix our deck.
Business Response
Date: 05/08/2025
We have reached out and confirmed the timeline of repair scheduling with the customer
Initial Complaint
Date:04/21/2025
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.
My deck was built by Tundraland around 2017 with a lifetime warranty. Last year (April 2024) I called Tundraland to address popped screws and sagging steps. Tundraland no longer installs decks, but the former deck serviceman (forgot his name) came out and fixed the screws. He said that the lifetime warranty will be honored and that the sagging will be fixed, but they have to order parts. I called again (March 2025) and customer service said that my issue will be addressed. It is now April 21st and I have had no response. Today I attempted to use the live chat and before I even asked a question about my concern the chat ended with, "We are not setting appointments for new decks at this time."So at this point, I feel that Tundraland is engaging in deceptive business practices to avoid fixing a deck. It does not take one year for parts to arrive and no one will address my sagging deck concerns. This is now a safety issue as the steps are still sagging and not level.
Business Response
Date: 04/22/2025
Service/Inspection is scheduled for 4/30/25 at 8 am
Initial Complaint
Date:04/10/2025
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.
Tundraland installed a new deck at my home in *******************. As it turned out the materials have all warped. I have a lifetime warranty. After speaking to ***** the Operations Manager he advised they have a dispute with the material supplier. My warranty is with Tundraland there dispute with a material supplier has no bearing. The warped materials also present a safety hazard. ***** is now now even accepting my calls nor returning calls.
Business Response
Date: 04/23/2025
Our service manager confirms that the customer has been updated on the service scheduled for May.
Initial Complaint
Date:04/03/2025
Type:Sales and Advertising 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 had a deck installed back in 2019, with a lifetime warranty. Since then, we've had to have our deck either serviced or a whole new one installed because of issues with the decking material warping and one in instance, we had an actual hole in the middle of our deck. (The material was supposed to last a "lifetime") We now have major warping issues again and the deck is holding water and in the winter, becomes a little ice rink. Someone came out to look at our deck last fall and said that we'd need another full deck replacement and since Tundraland no longer installs decks, it would be outsourced. It's now been six months and we haven't heard anything or haven't gotten on any install list. We've left many, many voicemails with Tundraland and do not get any responses. I've also submitted an issue through their online portal and have not received any response.
Business Response
Date: 04/22/2025
Our service manager confirms that the customer has been updated on the service scheduled for May.
Initial Complaint
Date:11/06/2024
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.
I have been attempting to be taken off the calling list for Tundraland and Jacuzzi Baths for over a month. I attempted to request this by text and using their website's email form and chat. To date I am still receiving 5-8 calls a week. The privacy policies on the websites do not offer a link or separate means of emailing to request the calls stop. I am not interested in their products and consistently calling multiple times a week for two months is ridiculous. I cancelled an appointment months ago and have not reached out to reschedule so please stop calling me. A way to easily opt out of this spamming telemarketing needs to be added to their websites. I have no other way to request this barrage of unwanted calls stop other than filing a complaint like others have done.
Customer Answer
Date: 11/25/2024
The company was sold but continues to operate as Tundraland and based at this location in the information. They continue to call. It's ridiculous.
Business Response
Date: 11/26/2024
The customer has been added to the Do Not Call List.
Customer Answer
Date: 11/26/2024
[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 is satisfactory to me.

Regards,

*** *******

Initial Complaint

Date:03/26/2024

Type:Service or Repair Issues

Status:

Resolved

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 had purchased a deck with installation from Tundraland in summer of 2023. Installation for the deck was scheduled and completed at the end of October (Oct *****) 2023. We are filing a complaint regarding damage done to our house and patio and the time and expense related to bringing those back to the same condition they were prior to the installation. Costs incurred for clean up and damage includes the following:-Resealing of patio and pavers $1000 - Fixing cement divots and scratches on patio and pavers: $500 -Replacement wash rock for muddy rock that had to be removed: $31.07 -Three days (6 hours each) of cleaning and re-cleaning patio to remove tracked mud and cement marks $1440 (2 people, 6 hours each, each day, 3 days @ $40/hour). Tried power washing Nov 4-5, not adequate, finally had resorted to hand scrubbing on Nov 6 Attempts were made to contact Tundraland to resolve and receive remediation for time and damages. No responses were provided.Timeline is below, and pictures are available upon request.-Initial email to ************************* and ****(?) sent 10/30 expressing concern with clean up and issues with patio and surrounding area -Follow up email resent to ****/Lexi 11/2 due to no response to 10/30 email; -**** responded 11/2 said she was forwarding to her manager -Phone call and voice message left for **** 11/3, no response -Follow up phone call to **** on 11/6 on cleanup and install not completed (wrapping posts)-Returned phone call 11/6 3 pm last of install would happen 11/8(wrapping posts).-Received call 11/14 from ******************** asking if work was completed our satisfaction to disburse funds to Tundraland -Stated no, cleanup wasnt, said we are requesting compensation for time materials we spent cleaning up Tundraland did not resolved these issues to our satisfaction nor was any communication provided.

Business Response

Date: 04/04/2024

Tundraland is waiting on quotes from customer regarding their concerns. Once we receive the documentation required, we will review. Once the review has been completed, we will reach out to the customer with the next steps.

Customer Answer

Date: 04/15/2024

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.

Please see email string regarding quotes, communication, I am awaiting their response as I do not know or understand what accepted means.

Feel free to call at your convenience, my number is **********

Thank you

****

Begin forwarded message:

From: ********************* <**************************>
Date: April 12, 2024 at 10:19:20 AM CDT
To: "*******, Dakota" <*********************>
Subject: Re: Leaf Home Enhancements dba Tundraland EWAKTL65683 ******

Thank you
Please advise what you mean by accepted it

****

On Apr 12, 2024, at 10:18 AM, *******, Dakota <*********************> wrote:

Good morning, ****************,
I have review this and submitted it to our Property Damage team. They have accepted it and will be in contact within 96 hours with further steps.

Koda *********************************************************** Manager
Leaf Home Enhancements
1595 ************* | ******, ** 44236
Service: ************
Direct:  ************
*********************|www.leafhome.com

From: ********************* <**************************>
Sent: Thursday, April 11, 2024 1:45:33 PM
To: *******, Dakota <*********************>
Subject: Re: Leaf Home Enhancements dba Tundraland EWAKTL65683 ******

Very good, I appreciate your follow up and look forward to your response and resolution.
Thank you
****

On Apr 11, 2024, at 12:19 PM, *******, Dakota <*********************> wrote:

Good afternoon, ****************,
                I did respond to your email with the quote when you initially sent it, on Tuesday at 12:24 am. I also explained that I had been in an accident and that I would be working on this later this week to early next week.

I am in receipt of your quote and I am reviewing it now.

Respectfully,

Koda *********************************************************** Manager
Leaf Home Enhancements
*********************************************************; 44236
Service: ************
Direct: ************
*********************|www.leafhome.com

<image001.png>

From: ********************* <**************************>
Sent: Tuesday, April 9, 2024 1:38 PM
To: *******, Dakota <*********************>
Subject: Re: Leaf Home Enhancements dba Tundraland EWAKTL65683 ******

Hello
Im following up on yesterdays email to confirm receipt and you have all of the information you need to process this claim?

Please confirm receipt and answer if you have what you need?

****

On Apr 8, 2024, at 11:33 AM, ********************* <**************************> wrote:

Dakota -

Please find the attached quote/bid for the concrete repair/resealing we have discussed as part of the property damage claim. I have also attached pictures of the mess left we had to spend 3 days cleaning up.

To repeat the concerns (from an original email sent back in November 2023)
Initial email to ****/Lexi sent 10/30 expressing concern with clean up and issues with patio and surrounding area
Follow up email resent to L/L 11/2 due to no response to 10/30 email;
**** responded 11/2 said she was forwarding to her manager
Phone call and voice message left for **** 11/3, no response
Follow up phone call to **** on 11/6 on cleanup and install not completed (wrapping posts)
Returned phone call 11/6 last of install would happen 11/8(wrapping posts)
Received call 11/14 from ******************** asking if work was completed our satisfaction to disburse funds to Tundraland
Stated no, cleanup wasnt, said we are requesting compensation for time materials we spent cleaning up
Complaint (#*******) was opened and SFC stated someone would contact us 2-4 business days
Breakdown of costs:
Resealing of patio and pavers New Quote of $675 (our original estimate was $1000)
Fixing cement divots and scratches on patio and pavers: $500 (have not found anyone to quote this repair)
Replacement wash rock for muddy rock that had to be removed: $31.07 (receipt provided upon request)
Three days (6 hours each) of cleaning and re-cleaning patio to remove tracked mud and cement marks $1440
(2 people, 6 hours each, each day, 3 days @ $40/hour).
*********** washing Nov 4-5, not adequate, finally resorted to hand scrubbing on Nov 6
Total: $2,646
Please contact me to discuss so we can get this issue resolved promptly, as I have been more than patient these past 5 months
Regards,
*********************
On Thu, Apr 4, 2024 at 2:16 PM ********************* <**************************> wrote:
Good afternoon

They pushed out due to not being able to see with the snow. As soon as I have something I will forward, appreciate the follow up

****

On Apr 4, 2024, at 11:11 AM, *******, Dakota <*********************> wrote:

Good afternoon sir,
Just checking to see if they were able to get the quote. I know it was going to be difficult with the snow. If they werent able to, I understand. Just want to maintain contact.

Koda *********************************************************** Manager
Leaf Home Enhancements
*********************************************************; 44236
Service: ************
Direct:  ************
*********************|www.leafhome.com

From: *******, Dakota <*********************>
Sent: Wednesday, April 3, 2024 11:48:52 AM
To: ********************* <**************************>
Subject: RE: Leaf Home Enhancements dba Tundraland EWAKTL65683 ******

I have not been able to find anyone in your area, with good reviews so far. If that is the only quote that you can get, then I can absolutely try to push it through that way.

Respectfully,

Koda *********************************************************** Manager
Leaf Home Enhancements
*********************************************************; 44236
Service: ************
Direct: ************
*********************|www.leafhome.com
<image001.png>

From: ********************* <**************************>
Sent: Wednesday, April 3, 2024 10:22 AM
To: *******, Dakota <*********************>
Subject: Re: Leaf Home Enhancements dba Tundraland EWAKTL65683 ******

First quote is (hopefully) to be competed todayif they can look at it with the snow were getting now.Were you able to find anyone else I can call? I havent had any luck finding anyone that does the resealing/repair work needed?Once I have a quote I will send you the cost break????????????????????????????????????????????????????????????????????????????????????????????????????????????????????????????????????????????????????????????????????????????????????????????????????????????????????????????????????????????????????????????????????????????????????????????????????????????????????????????????????????????????????????????????????????????????????????????????????????????????????????????????????????????????????????????????????????????????????????????????????????????????????????????????????????????????????????????????????????????????????????????????????????????????????????????????????????????????????????????????????????????????????????????????????????????????????????????????????????????????????????????????????????????????????????????????????????????????????????????????????????????????????????????????????????????????????????????????????????????????????????????????????????????????????????????????????????????????????????????????????????????????????????????????????????
First quote is (hopefully) to be competed todayif they can look at it with the snow were getting now.
Were you able to find anyone else I can call? I havent had any luck finding anyone that does the resealing/repair work needed?

Once I have a quote I will send you the cost breakdown as well as pictures of the issue in one email.
****

On Apr 3, 2024, at 8:54 AM, *******, Dakota <*********************> wrote:

Good morning, ****************,
                I am just checking in on the status of the quotes and the cost break down.

I look forward to hearing from you soon. Have an amazing week!

Respectfully,

Koda *********************************************************** Manager
Leaf Home Enhancements
1595 ************* | ******, ** 44236
Service: ************
Direct: ************
*********************|www.leafhome.com
<image001.png>

From: *******, Dakota
Sent: Thursday, March 28, 2024 12:34 PM
To: **************************
Subject: Leaf Home Enhancements dba Tundraland EWAKTL65683 ******
Importance: High

Good afternoon ****************,
                My apologies on the delay in this email. I was pulled away from the office this morning and have just gotten back in.

Please respond to this email chain with the quotes for the resealing of your patio and edge savers. Could you please also provide the break down you had for the cost of cleaning and the damage photos, so I have all the information in one email chain?

Once I receive this information, I can start putting together a Property Damage claim file and application to submit for final approval.

I look forward to hearing from you soon. Have a wonderful day!

Respectfully,

Koda *********************************************************** Manager
Leaf Home Enhancements

Regards,

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

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