Complaints
This profile includes complaints for Tundraland's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 22 total complaints in the last 3 years.
- 10 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe 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:03/12/2024
Type: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.
Received a new shower by tundraland with lifetime warranty in January of 2023. Shower seat became moldy and shower rain head is defective. I have been in contact with tundraland many times since mid January of this year with no results. The service department keeps telling me wait for next week.
Business Response
Date: 03/20/2024
Requested replacement was completed on 3/13/24.Initial Complaint
Date:02/16/2024
Type: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 promises one day installation and we understood it would be finished by other people, but they really fell down with satisfaction. January 2, 2024 was our day. We were installed but tracks were left on carpetted steps, poor caulking on shelves provided sharp edges, & the shower stall yet today has a very loud creaking/sqeeking noise when a person is in it! The scheduled drywall repair ************************* promised a belated January 8th was addressed by **** February 8th with additional prompting, & was fixed within another week. So, in less than two weeks from today our 1 day install will have taken 2 months to be completed satisfactorily ~ providing, by then, the shower has been finished so it isnt noisy (after all, the shower never squeeked in the 60 years prior)!Customer Answer
Date: 02/17/2024
the shower noises were reported to Tundraland manager ************************* January 8th within a week of the work done & we were promised a fix, as that shouldnt be. to date noone has reached out- even though the person that cleaned the stairs sent photos and audio/video for Tundraland reference. prior to February 2024. We had initiated these home improvements because we were having out of town guests at the en of this past January (we had to get a hotel because our one day install had so many imperfections.Business Response
Date: 02/29/2024
Customer discussion on 1/15/24 stated minimal issues of additional caulking and footprints on the carpet. Service completed on 1/23/24 showed that service was completed with rec-aulking shelves, installed a grab bar for customer satisfaction, and cleaned the carpets. At this service, pan was asssessed and found to be in working order and no futher issues due to our installation were found.Initial Complaint
Date:02/08/2024
Type: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 Jacuzzi shower installed on 12/27/23. During the install the installer hit a water pipe causing damage to the master bath, kitchen and dining room. Tundraland agreed that we could hire whatever company we wanted to mitigate the water damage and do the repairs. We hired a company they demoed all the damage but now can not do the repairs because we are waiting on an Tundraland's insurance company. The insurance company wants us to sign off and agree to the final amount but we should not be put in the middle of this.Business Response
Date: 02/15/2024
The customers claims is currently being reviewed by the insurance company of Leaf Home Enhancements DBA Tundraland.Customer Answer
Date: 02/15/2024
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.Its been over 7 weeks (12/27/23) since the negligence of the installer damaged our home. As the customer I'm not concerned what their insurance company will pay for because they need to pay for the restoration not matter what their insurance will cover. They have been dragging this process out and could simply improve it by giving the the restoration company the go ahead to do the work and work with them on how they will get paid. I should not have to wait for this slow process to drag out. The stress this process has caused on our family is more then what the restoration will cost. I was told the night it happened by a manager and texts the followings days that they would take care of us and make it right but that has not been the case.
Regards,
***************************Business Response
Date: 02/20/2024
In order for the customer to resolution, customer will need to signa release with the insurance adjuster. An new estimate was received on 2/20/24 which will now cover the mitigation cost and to receive the funds the customer will need to sign the release.Customer Answer
Date: 02/20/2024
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.By signing the release it would mean you no longer would be liable and the repairs are not complete, nor even started. How do I know there will not be more costs when the work is being done. The contractor gave an estimate for repairs but that *** or *** not be the final cost. If it was your home that was damaged would you sign agreeing to something before work was complete? After 9 weeks I finally talked to ***********************, the ** of Installation (on 2/20/24 11:31am CST) at Leaf Home, and he said he was going to look into this.
Regards,
***************************Business Response
Date: 02/22/2024
The insurance adjuster has been consulted. At this point, Tundraland has facilitated all pertinent estimates and concerns to insurance regarding this damage. The adjuster has had an independent review done and has made the best offer to the customer. To move forward with resolution, the insurance adjuster needs the customer signature on the release. We ask the customer to reach back out to the insurance adjuster to complete.Initial Complaint
Date:02/07/2024
Type: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.
1/18/2024 Tundraland came to install tub shower. Installing was messy water lines were cut before shutting the water. There was water everywhere proceeded with installing. Took 2 days to install instead of one. Theres a vent that might have gotten cut too. The shower head is leaking. The spout doesnt work water is leaking.The caulk job is a horrible with some parts not being caulked. The shower curtain was installed too low we hit our head if we try to get in. Contacted tundraland they had a technician come on 1/25/24 he agreed that things needed to be fixed wrote it on a piece of paper. Took off the spout wasnt able to put it back on without great difficulty. Said the pipe was too wide said he would need to remove the panels to see what was going on and would need to come back. My husband and I tried calling tundraland to get this issue resolved its been almost a month and nothing has been fixed we havent had any communication. Havent been able to get anyone to come fix this bath that we payed more than 10k. We had a bath done by them prior and customer service was good now its non existing. Very disappointed and would like this issues fixed so we can use this shower.Business Response
Date: 02/15/2024
We have discussed this matter with the customer and ordered the needed materials. The estimated time frame for the materials to ship is 2/22. We will provide updates to the customer regarding the *** and schedule service upon arrival of the parts.Customer Answer
Date: 02/22/2024
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.
Got a call from tundraland that they were waiting for the spout to ship and would call to let us know when they have the part. They still havent fixed anything. Still havent called to schedule when they will be coming to install. Basically have just been getting the run around. Every time we call the representatives dont know what we are talking about. As of today 2/22/2024 the issues have not been fixed.
Regards,
*****************************Business Response
Date: 02/26/2024
Tundraland has left a voice message for customer to confirm service date of 2/27/24 at 7:30 am to replace the pipe and tub spout.Initial Complaint
Date:02/06/2024
Type: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.
Tuesday November 7, 2023 we contracted with Tundraland to improve two shower/bath units in our home. We were assured by, *********************, Tundraland would manage all communications with our municipality and HOA related to the improvement. We were called on December 29, **** by a Tundraland representative with no awareness of any communication to the **** We were told someone "dropped the ball", but he would insure the work would be completed as scheduled for Jan. 2. At 730 am the workers arrived and completed the work. Other than there being no notice that our upstairs neighbour would have no water during the construction, the work was completed.Jan. 24 we called the customer service number to report the tension shower bar had fallen on my husband's head 3 times and we wanted help with either installation of a permanent bar or replacement of what seemed to be a faulty bar. Jan. 25 ***** **************** Lead for ******************** called to schedule installation of an additional shelf. I told him we also wanted the shower curtain rod installed permanently. He said that was not possible. In the event we changed our mind in the future there would be holes in the wall. Not understanding how a grab bar could be installed but not a permanent shower bar, I found myself in a frustrating discussion with ****. I asked for a more senior person to speak to as we were not communicating well. He said there was no one else I could speak to, he was in charge of all of *********. Eventually he said there was an Operations Manager that he would ask to call us. As of Feb. 6, we are still waiting to hear from them. We were told if we hired someone else, the warranty would be void. Our primary purpose in having this work done was safety. We are elderly, my husband is blind, and we needed shower walls that could have grab bars installed. We also requested slip resistant strips for the floors as both shower and bathtub are slippery when wet. We additionally want another corner shelf installed, which we agree to pay for installation.Business Response
Date: 02/14/2024
Leaf Home Enhancements DBA Tundraland has spoken with the customer regarding the noted concerns and a resolution has been agreed upon. Additional material has been ordered and service will be scheduled upon arrival of the parts.Customer Answer
Date: 02/16/2024
[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:09/12/2023
Type: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.
Had a sales person to our condo for a quote. Elected not to sign immediately pending quotes from other companies. Five days later I called them to come back out to sign papers for them to do the work. I was told they would call back with a date and time, but they never called back. Both my wife and I called them again and still no response. I guess they didn't want my business. Poor business practice.Business Response
Date: 09/13/2023
Good Morning,
We will have our sales department reach out to you as soon as possible to get an appointment scheduled. If you have any further questions or concerns, please reach out to our office.
Customer Answer
Date: 09/13/2023
[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 is satisfactory to me.
Regards,
*****************************Initial Complaint
Date:06/27/2023
Type: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 was told I would receive a compensation for signing a contract. It was to talk 4-6 weeks. I started to call whensix weeks were over. I have been calling for a week now and it's at the end of thr seventh week going into the eighth week. STill no one will call me back, I have reached out to the sales manager, ********************* and EVEN HE won't contact me. They are under contract to fill their part.. The next stage is I will be contacting my lawyer to file breach of contract.Business Response
Date: 06/28/2023
Good Morning ****************,
We apologize for your experience and would certainly love to remedy this situation. Our sales manager, *********************, reached out and left a voicemail yesterday. He will continue to reach out to you today to discuss your concerns.Initial Complaint
Date:04/30/2023
Type: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 augest of 2021 a sales rep came to our home to give us a quote on a deck install on the back of our house. We have no trees or covering as it's mostly field behind **. It was a hot day and being composite we know they can get hot. We have younger kids and dogs so that was our #1 question was if it was ever going to get to hot to walk on. The sales rep told us no and even had a sample he left outside for 15 mins and the small piece was warm but not to hot. We proceeded to go with them for the deck and install was set for November 2021. November came and they installed the deck and everything was good until summer came. In July and augest the deck boards were so hot we couldn't even walk on them and our dogs wouldn't even go on the deck, so we had to take them out the front instead on sunny days. I bought a temperature reader before calling them and temp was reading anywhere from 158 to 170 depending on the day. Being a veteran and working in a chemical plant now I know first degree ***** start at 111 degrees, 130 for 2nd degree, and 150 for 3rd degree. I took pictures of the readings which I have attached to this complaint. When we tried to reach out to them it took a few calls to get in touch with anyone. When we did finally get in touch with someone they told us that we could pay $1200 more on top of the $46,000 we already paid to have half of the deck boards replaced. They told us thats our only option. We also have a hot tub on the deck which they know about as they helped put it on the deck, and it was in the drawings so it could be reinforced under where it sits. Because the boards get so hot it looks like the hot tub is sinking into the boards and they told us someone would reach out to us to fix it and have heard nothing back on that either. From what I see there lifetime warrenty they don't honor, and they clearly lie to get buisness. We weren't asking for a refund just for them to do the right thing and come replace the boards at there cost.Business Response
Date: 05/03/2023
To ******* and *****************************,
We are very sorry you are disappointed with your experience so far. We would like to make sure you are taken care of properly. We will have our production manager reach out to you so he can come on site, look over the issues you are having, and offer some solutions. Any warranty related issues will be covered at no cost to you.Customer Answer
Date: 05/03/2023
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.
Regards,
*****************************Customer Answer
Date: 05/03/2023
This is the same old thing we were told when someone finally reached out to us. It's a non stop empty promises. I'm not paying more money on top of $46,000 when this was our biggest question from the beginning and its not fair to us that our kids and dogs have to suffer cause we were lied to. I'm more then willing to talk to someone but won't be available til Friday after noon.Business Response
Date: 06/01/2023
Hello ******,
As I am sure you are already aware, our deck production manager has scheduled a visit with you tomorrow at 1:30 pm. I sincerely apologize you have not enjoyed your experience with your new deck so far and I hope we can remedy this situation to turn your dissatisfaction into delight.
Initial Complaint
Date:03/25/2023
Type: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 spoken with a worker in detail before scheduling a shower remodel. Through the meeting, we showed our current bathroom and expressed what we didn't like: shallow tub, location of the tub, color and the fact that the tub was not insulated. We designed the new shower/tub and the worker ensured us that the tub would be deeper and very nice. The materials we were shown were thick and sturdy and the colors looks similar to real tile. We were also informed that we could reduce cost by having the demo completed prior to the install. Move forward to the day of the remodel: the materials used are very thin (not worth the money at all), the color is not what was described, the tub is much smaller than our original (we were told it would be larger), the plumbing was not finished at all (we had a private plumber come in to finish it, they were also not impressed with the work done), and on top of all that the customer service has been horrible. I spoke with customer service and was informed a worker would call to discuss my concerns. Received a call from Tundraland trying to sell another bathroom remodel, I attempted to express my frustrations with the current ones and was told someone else would be calling. Never received a phone call back. We called again to complete the survey for them and expressed frustrations, once again was told someone else would call us to discuss it in further and again, no one returned the phone call. I would strongly recommend NOT using this company. The finished products does not feel or look like it's worth $10k, more like $700, they are very pushy in selling their product, then don't actually listen to your wants/needs, and then their customer service is next to nothing.Business Response
Date: 04/10/2023
I am very sorry you are disappointed with your experience.Communication is so important, and we understand why you are frustrated. We will be using your experience as an example to better train our staff to serve all customers now and in the future. We do offer multiple product lines for walls with different thicknesses. We will have a manager come out with samples and still get you the bathroom you both wanted and expected.Initial Complaint
Date:08/23/2022
Type: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.
We had this company come to our home on May 3 2022 for a quote. After sitting for two hours we felt very pressured to get our bathroom remodeled. The original date to remodel our bathroom was July 26 2022. Our whole family (5 of us) got Covid so we had to change the date. They changed the date to August 2022, however, after thinking about everything we decided we wanted to just cancel the remodel because financially it is not a good time for us to do a project like this. We called the company and the person on the phone made it seem like it was canceled and we were good to go. Then we got a phone call from a man who said yes you can cancel but you have to pay 33% of the total amount for the remodel. We had no clue about this because no one ever mentioned anything about this and when we signed for the remodel the guy was ******* through everything and never once mentioned anything about a few if we wanted to cancel. We were pressured into this and after great consideration we decided since we havent had the remodel we wanted to cancel. We have a family of five and one income. We are very upset that since no work has been done we would still have to pay. It is ridiculous. They also stated they were accredited with the BBB which they are NOT, and we read a lot of the complaints and there are many other complaints regarding the cancellation policy. We also asked for a detailed order of everything we are being charged for and still have not received that. $10,000 is a lot of money to have our bath tub replaced and we no longer want to remodel our bath tub. We would really like it if BBB could help us to get this canceled. We tried talking to the company but they just want all this money for something they didnt even start yet. Our next step is to get a lawyer.Business Response
Date: 09/07/2022
Thank you for inviting us to your home and giving us a chance to look at your bathroom remodel. It is never our intent to pressure a customer into any decision. All our bathroom remodels use custom components and pan sizes made specifically for each customers home. Therefore, in our contracts we have a three-day cancellation policy as custom products are then ordered from our manufacturer. We also had several conversations with you, and it seemed you were good with the remodel proceeding as planned. Even after you cancelled the first install, you agreed to reschedule. We apologize for your hardship;our manager has been reaching out to discuss a full refund.Customer Answer
Date: 09/11/2022
[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,
*******************
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