BBB Accredited Business since

Tuff Shed, Inc.

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Phone: (303) 753-8833 Fax: (303) 782-5027 View Additional Phone Numbers 1777 S Harrison St STE 600, Denver, CO 80210 View Additional Email Addresses http://www.tuffshed.com


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BBB Accreditation

A BBB Accredited Business since

BBB has determined that Tuff Shed, Inc. meets BBB accreditation standards, which include a commitment to make a good faith effort to resolve any consumer complaints. BBB Accredited Businesses pay a fee for accreditation review/monitoring and for support of BBB services to the public.

BBB accreditation does not mean that the business' products or services have been evaluated or endorsed by BBB, or that BBB has made a determination as to the business' product quality or competency in performing services.

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Reason for Rating

BBB rating is based on 13 factors. Get the details about the factors considered.

Factors that affect the rating for Tuff Shed, Inc. include:

  • Length of time business has been operating
  • Complaint volume filed with BBB for business of this size
  • Response to 59 complaint(s) filed against business
  • Resolution of complaint(s) filed against business


Customer Complaints Summary Read complaint details

59 complaints closed with BBB in last 3 years | 29 closed in last 12 months
Complaint Type Total Closed Complaints
Advertising/Sales Issues 1
Billing/Collection Issues 15
Delivery Issues 3
Guarantee/Warranty Issues 6
Problems with Product/Service 34
Total Closed Complaints 59

Customer Reviews Summary Read customer reviews

10 Customer Reviews on Tuff Shed, Inc.
Customer Experience Total Customer Reviews
Positive Experience 2
Neutral Experience 1
Negative Experience 7
Total Customer Reviews 10

Additional Information

BBB file opened: September 24, 1986 Business started: 03/01/1980 Business started locally: 03/01/1980 Business incorporated 12/31/1988 in CO
Licensing, Bonding or Registration
Many local municipalities, townships and counties have registration, bonding and/or licensing requirements. The BBB encourages you to check with the appropriate agency to be certain any requirements are currently being met.

Permit and license requirements for regulated industries in the State of Colorado can be viewed at the following website:

http://www.colorado.gov/pacific/dora/licenses-and-permits-0

To view the registration of a business with the Colorado Secretary of State click below:

http://www.sos.state.co.us/biz/BusinessEntityCriteriaExt.do

Licensing, Bonding or Registration

This business is in an industry that may require professional licensing, bonding or registration. BBB encourages you to check with the appropriate agency to be certain any requirements are currently being met.

These agencies may include:

Adams County Building Department
12200 Pecos St, Westminster CO 80234
http://www.co.adams.co.us
Phone Number: (303) 453-8700

Type of Entity

Corporation

Business Management
Mr. Tom Saurey, President Mr. Kirby Oldenkamp, Marketing Coordinator Ms. Megan Saurey, Marketing Coordinator
Contact Information
Customer Contact: Mr. Kirby Oldenkamp, Marketing Coordinator
Principal: Mr. Tom Saurey, President
Business Category

Tool & Utility Sheds Storage Units - Household & Commercial Carports Garage Builders Log Cabins, Homes & Buildings Buildings - Pre - Cut, Prefab & Modular - Dealers

Industry Tips
Prefabricated Steel Buildings

Customer Review Rating plus BBB Rating Summary

Tuff Shed, Inc. has received 0 out of 5 stars based on 0 Customer Reviews and a BBB Rating of A+.

BBB Customer Review Rating plus BBB Rating Overview

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BBB Customer Review Rating plus BBB Rating Overview


BBB Customer Reviews Rating represents the customers opinions of the business. The Customer Review Rating is based on the number of positive, neutral and negative customer reviews posted that are calculated to produce a score.

Customer Review Experience Value
Positive Review 5 points per review
Neutral Review 3 points per review
Negative Review 1 point per review

BBB letter grades represent the BBB's opinion of the business. The BBB grade is based on BBB file information about the business. In some cases, a business' grade may be lowered if the BBB does not have sufficient information about the business despite BBB requests for that information from the business.
Details

BBB Letter Grade Scale

BBB Rating Value
A+ 5
A 4.66
A- 4.33
B+ 4
B 3.66
B- 3.33
C+ 3
C 2.66
C- 2.33
D+ 2
D 1.66
D- 1.33
F 1
NR -----
Star Rating scale

  Average Score
5 stars 5.00
4.5 stars 4.50-4.99
4 stars 4.00-4.49
3.5 stars 3.50-3.99
3 stars 3.00-3.49
2.5 stars 2.50-2.99
2 stars 2.00-2.49
1.5 stars 1.50-1.99
1 star 0-1.49

BBB Customer Review Rating plus BBB Rating is not a guarantee of a business' reliability or performance, and BBB recommends that consumers consider a business' BBB Rating and Customer Review Rating in addition to all other available information about the business. If the BBB Rating is NR then only Customer Reviews are used for the Star Rating.

Complaint Detail(s)

8/18/2016 Problems with Product/Service
8/12/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: The install was not finished in a timely manner, inferior workmanship AND materials, I have pine sap dripping from the ceiling making a mess on the floor. I had an initial follow up call after install and T S said they would call back and never did. I contacted the salesman through an e-mail and never heard back from him. I contacted t s on the web site and was ignored.

Desired Settlement: I would like to know how to stop the sap from dripping or I can replace the dripping beam which will require a billing adjustment.

Business Response: Our GM came to an agreement with the customer to go out and replace the loft support that is dripping sap, which the customer said would be a good outcome.

Consumer Response:


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.

It is a sad thing indeed that a person has to resort to go to such lengths to get a response from a company and to get a resolution to a problem. One rafter leaking sap is not the whole of the problem. The way the customer is treated is tantamount to any other problem. The fact that I was put off and put out, ignored by the company, and my requests for communication were ignored speaks volumes to the character of the company. Even though I will never be needing another shed in my life, I would not recommend Tuff Shed to anyone.

Sincerely,

******* *****  

8/11/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I had a Tuff Shed built in my backyard in Memphis TN by the Little Rock AR dealer. The purchase was made through **** *****. The shed was built well except the installer didn't have the correct shelving with them to complete the work. I am currently missing 8 ft of shelving which has new paid for. I can not move forward with using my shed until the shelving is complete. The shed was installed on July 14, 2016. I spoke with **** ******* on July 15, about the issue and he asked me to text him the details. I texted him the same day. After a week went by with no response, I called **** again on July 22nd. **** asked me to text him the info again, which I did immediately after our conversation. After not hearing from anyone, I called and left a message on 7/26/16. I would like someone to contact me to let me know when I can expect the rest of the shelving to be installed.

Desired Settlement: I need to shelving to be completed so I can move forward with using the shed. It has been 2 weeks with no response from the Little Rock office.

Business Response: Our GM has been in contact with the customer and we have scheduled to complete this project on August 23rd at the request of the customer to have it completed on a day on the week of August 22nd.

Consumer Response:
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.

Sincerely,

**** And ****** *******

 

8/11/2016 Problems with Product/Service | Complaint Details Unavailable
7/13/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: We have a new home with a ten foot gate which the installers damaged when trying to back into the backyard for easier access. It will no longer shut properly. One of their installers was pulling it open too hard and then tried to push it in the wrong way and damaged it. I believe it may have something to do with the hinges. The gate is 8 months old and still under our house warranty so if it was not working properly we would have gone to the home builders but it wasn't broken before the installers pulled back on it too hard. I do not believe our home builder should have to pay to fix someone else's mistake. The insurance and legal people at Tuff Sheds said they did not break it and will not fix it. The gate opened fine when they arrived and I noticed it did not open fine the very next day when I went to get the garbage barrel out.

Desired Settlement: I would like them to have a licensed contractor that works on gates fix it.

Business Response: We have submitted the homeowners complaint to our insurer and the homeowner should expect to be contacted by the insurer.

Consumer Response:


Complaint: ********

I am rejecting this response because:

we received in the mail a letter from the legal department from Tuff Shed dated July 5, 2016 that says "After careful investigation into this matter, we have concluded that the issue with the gate stems from improper installation of the gate and Tuff Shed nor any of its representatives caused damage during the installation of your sheds.  Therefore, Tuff Shed respectfully denies any liability to your gate concerning the above referenced Claim."

I am not sure if this means they are reopening this case or not. Please clarify.

Sincerely,

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

Business Response: The company does not believe it caused the damage, but has decided to submit your claim to its insurer.

Consumer Response:
Complaint: ********

I am rejecting this response because:  I will wait to see the outcome of the claim submitted to their insurer.  I am happy that they are submitting the claim but still need to wait for the outcome. I don't like the fact that they don't believe they did the damage. Our gate and home are STILL under warranty from our builders!  If it was broken prior to them coming over, we would have had the builder fix it and it would not have cost us a dime!  

Sincerely,

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

7/8/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: We purchased a Tuff Shed from **** ** ******** ***** ******** ******** ** two months ago and they had minor painting issues that I was told would be completed within in a couple days, two months later it still is not completed even after going to see them 4 times and being told this would be done.. Have received calls from several different personnel saying they would be calling back to set up a date to get this done. One appointment was setup and I called and talked to ****** to see if it would be a problem if I wasn't there and he said no. Someone did come and left because I wasn't there after I was told I didn't have to be. Even then they kept saying they would get someone out to finish the job and it is still not done. I don't feel that we should have to keep going and complaining over and over and being told someone would call and or come and complete this and at this point has never been done. I would just like to see this job be completed and I don't feel two months is a timely manner to get this done.

Desired Settlement: Would like to see this job completed.

Business Response: Our GM had a team sent out and completed the building on June 28th, 2016.

7/8/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I purchased a Tuff Shed in September 2015. Tuff put 50 unnecessary (exposed) screws in the shed and never painted the shed as part of the package. After no less than 15 phone calls (and 2 months later), someone came around to take out all the unnecessary screws. Now being in late November, they said they can't paint because the temperature got too low. I said fine, I'll wait until the spring. 2 months ago and another 15+ phones calls they finally scheduled a date, but nobody showed up. After more phone calls and unanswered voice messages, they are simple unresponsive and I could not be more patient. This company will never honor a warranty as they can't even finish a simple job that you paid for after 6 months and they're simply trying to exhaust you at all cost.

Desired Settlement: Option one: Finish the job. There's no misunderstand that the shed was never painted and it's been month of good weather. Option two: Give me a credit of $300, so I can have a person paint the shed which would be surprisingly faster.

Business Response: Second coat of paint was completed last week.  This finalizes shed project.

6/30/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: The storage shed that I purchased is under warranty and the front floor beam is buckling because of the way it was installed. I phoned the company in Franklin Park IL and they requested photos of the problem. I sent them immediately 10 days ago and have had no response. I have called them 3 more times and leave a message on their answering machine each time, but get no response. The buckling of the beam makes the door inoperable, thus making the shed impossible to lock up or to even close tightly. I keep valuable tools and machinery in it so I would like the shed repaired as soon as possible as it is, like I said, under warranty.

Desired Settlement: That the shed is level and the door is operable as it should be.

Business Response:

To whom it may concern,

 

We are scheduled to goto the customers house on June 13, 2016.  We should be able to address any and all issues that day and will follow up with BBB after service call is completed.

 

Thank you,

**** ******

Tuff Shed General Manager

 

 

Consumer Response:
Complaint: ********

I am rejecting this response because: Although the manufacturer has acknowledged the complaint and said they will be here Monday, June13th to repair, they have said this before and never showed up. Because the 13th is outside of the 5 day acceptance period, I cannot accept their response as I don't know if they will be here or not.

Sincerely,

**** *****

Business Response: As scheduled in previous correspondence, repairs were set and now confirmed with customer that they were carried out in June 13, 2016.  Complaint should be moved to resolved status.

6/22/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I had scheduled to have a shed built/delivered to my house on 6/11/16. The appointment was made 3 weeks prior to that. I was told that they would be there between 9-11am and to expect a call prior to let me know they were on their way. 1245pm rolls around and I still had not heard from anyone so I called the office and spoke with "*". She said she would get ahold of the delivery guys and either she or them would call me back. About 5 minutes later I get a call from the "foreman" who proceeds to tell me he has "family in town and I will not be able to do your shed today but will be out tomorrow. Customer service game me the contact information for a person scheduled for Monday." At this point I had to call my work and try to find someone to work for me since I live alone and someone had to be there to show them where to put the shed. This was a HUGE inconvenience as they didn't even give me an option. It was also very unprofessional to change the installation date because someone has family in town when the appointment was scheduled several weeks in advance and no one bothered to call the day of or before to try and rearrange dates. They also didn't have a correct size vent when they came the following day. My second issue was with "*" who works in sales. She was very pleasant to work with in the beginning and came out to my house to help me assess placement of shed and size needed. However, once they had my money, she no longer communicated with me. I had left 2 voice messages for her along with sending 2 emails (5/31 and 6/1) trying to contact her to figure out if I needed to build a solid surface for the shed to sit on or what the bottom of the shed was made of as I get a lot of pooling of water in my yard. I was also trying to see if I could switch my install date to 6/10. I never heard back from her until after I called Tuff Shed on Monday, 6/13, and spoke with ****** about all my issues. That's when "*" called back to apologize and claim she never received any contact with me after I faxed over my forms and gave her my payment info. ****** also stated that she would talk to management and let them know the situation, yet I never heard back from anyone (besides "*") to discuss the situation and how to make things right. I feel this company was all around unprofessional and I would not recommend them to anyone.

Desired Settlement: I feel that I should be compensated, in some way such as a refund for a portion of the shed for my time as I sat around Saturday waiting to hear from them only to find out they were not coming and didn't bother to contact me at an earlier date or the day itself. Also for the fact that I had to find someone else to work part of my shift the next day so that I could be there for the installation and that management never tried to contact me to apologize and come up with a resolution even after I called to complain.

Business Response: The installer picked up the materials for the build on Friday, June 10th with the intention to do the build on Saturday, June 11th. The customer called us and informed us that the installer had not shown up yet, as scheduled, so our salesperson called the installer only to learn that the installer had an unexpected event. The installer called the customer to ask if the build could be moved back one day to Sunday, June 12th, and the customer agreed. Management and production do not work on the weekends so we followed up with the installer on Monday, June 13th to ensure the installation was complete. The GM learned that the build was completed but needed a different vent, so our GM sent out our warranty employee the same day (June 13th) and took care of it. We agree the installer should have contacted us about moving the build date, but we feel we acted promptly in response to the date change for the build and our GM would be happy to review this with the customer.

Consumer Response:


Complaint: ********

I am rejecting this response because:

My time was wasted Saturday waiting around for an install that never took place. I had to call to figure out why no one had shown up or called yet. The company nor the builder reached out to me first. I was not given an option of any other day to install, the builder said they would be out Sunday to do it. I had to work Sunday so I had to find someone else to cover my first part of my shift until they were done. I made an appointment for Saturday, weeks in advance. The builder cancelled my Saturday appointment because he had family in town. Not an excuse to just not show up to a job when the materials were apparently picked up Friday though I was told a different story by their sales lady "*". They didn't give me the courtesy of rescheduling days in advance nor did they offer to do it on another day that worked for me. They just said they would be there Sunday to put it in. My time and inconvenience is worth something. This has been very poorly handled, and continues to be. The management didn't even call me back after I called Monday June 13 to complain. They didn't make any contact with me until I filed a complaint with BBB. **** felt everything was fine and handled after putting the vent on. In customer service, when someone has an issue, management should make an effort to at least apologize or hear a person out. They had no desire to do that until the complaint was filed. Again, poorly handled. I have yet to hear back from **** who said he would be in contact. I'm very upset about all of this. I had my time wasted Saturday waiting on this company and missed half of a shift at work Sunday to convience they builder. One should not schedule, nor agree to, an appointment that they cannot keep. I feel I should be refunded a portion of what I spent on the shed for my time and inconvience. 

Sincerely,

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

Business Response: Our GM spoke with the customer and let her know that he was going to speak with the installation company about the situation. The installers did say they rescheduled but that the customer was ok with it. Our GM is willing to meet the customer halfway at $150 for the $300 she is requesting for her lost wages. 

Consumer Response:
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.

Sincerely,

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

 

4/27/2016 Guarantee/Warranty Issues | Read Complaint Details
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Additional Notes

Complaint: Had a shed (Serial ******) installed in Oct 2015 which carries a one year warranty. Shingles started falling off about 6-7 weeks ago to which we called the ***** **** facility where we purchased the shed - only to learn the was closed and to contact the ******** **** warehouse ###-###-#### for repair. No live answering so left messages multiple times. Since then, more shingles are falling and now the base sheet is starting to tear exposing the wood sheeting. We called the main headquarters last week (spoke with a ****) who assured me he would escalated the call with ******** **** and someone will call. We also called the ******** **** number each day trying to get someone to call. Another week has passed and no one has contacted us.

Desired Settlement: Would like for Tuff Shed to contact us to schedule and repair the roof of the shed.

Business Response: We had a crew go out and fulfill the warranty issue on April 12th.

4/15/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Approximately 4 years ago we purchased 4 tuff sheds for a concession stand,2 bth rooms and a tool shed. Within the 1st year all door handles were broken. Stopped in the place of business and they handed me 5 replacements..we had to have them installed. Within no time, 2 was broken again. Now all are broken. Called ****** ****** (Sales consultant) was told he would be in touch w/General Mgr and would probably replace the door. Heard nothing..My husband stopped in his office..on2/4.. rec a text to set a time to come out on 2/8 or 2/9 ..I replied "either day any time would work". Never heard from him. 2 weeks later..my husband stopped in again and spoke with the Gen. Mgr **** ****** and was told he would come out and take a look at the problem, he came ..took pictures and I was told he would get stronger door handle and would get on this immediately. Never heard back from him. waited 1 1/2 weeks called him...his reply " I have your file right here on my desk...I will get on this today and will get back today by 5PM. Never heard from him. My husband stopped by one last time and we still have no replacement door handles. One is for an exit door in the concession stand... Screws fall out., one cannot lock..one turns 360 in the ladies restrooms and they are locked in. This management group provides zero customer service does not follow through. Love our Tuff Sheds..just bad management!!!

Desired Settlement: To have the broken door handles replaced with better..stronger door handles which is what we were told they were going to do. Nothing more and nothing less!!

Business Response: Our crew went out to repair the door handle but the handle on hand was not long enough. The new door handles have just arrived and our crew will be out to make the final repair in the next 2 to 3 days. The last time we made it out to the site we switched out the interior door handles with the new ones and all of the doors were functioning until the new outside door handles came in.

3/9/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I bought a tuff shed through the **** ***** Lewiston Idaho store. The shed was constructed on my property on 10/28/2015. The crew came from Spokane Washington started on the shingles on the roof I did go out and remind then to double nail and correctly seal the roof due to the winds we get on the Palouse. When I purchased the shingles I paid extra for the 30 year warranty on the shingles for that very reason. The day was cool and not much sun the next day it rained and the wind was blowing about 20mph. I lost quite a bit of shingles on one side of the roof. the tape tabs were still intact on the shingles and the nail holes were at the edge of the shingle. I called **** ***** and tuff shed and was told I was out of luck. this was an act of god and it was not covered in the warranty. at no time was it told to me that it was not covered and God does not enter into this at anytime. this is purely poor workmanship. the wind now has continued to rip mist of the shingles of one whole side of the shed. This was not a cheap shed to buy. I paid over 6000.00 for quality workmanship and now I have a leaking shed. I would like to have someone from tuff shed come out and repair the roof at no cost asap.

Desired Settlement: I would like to have tuff shed come out and repair the shingles and any other damage that has occurred due to the damage of poor workmanship.

Business Response: The customer was contacted on January 27th and we offered to have a crew go out and repair/replace the shingles that had been blown off. The customer informed us that she already had a contractor come out to make the needed repairs so we asked if there was anything we could do on our end to help alleviate the situation. The customer requested that we cover the costs of the repairs that were done so we requested to see a copy of the invoice. The customer agreed but we have not seen the invoice or have not heard back from her when attempting to contact her.

3/1/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: We purchased a 10' x 14' Premier PRO Ranch Weekender with a porch the end of Nov. 2015 to be installed on Dec. 2, 2015, in anticipation of using the building as a garden retreat cottage. Product Issues: The product is an inferior product to what is advertised on the internet and in the store and according to the advertising materials that are available both at the store and online. The cut pieces for the framing were not exact enough so the building had gaps showing daylight in several places and in many places where the siding was nailed to the wall framing it did not match up so the nails did not purchase into the wall frame such that it pierced the exterior of the building and caused the sides to leak; there were gaps in the space around the frame of the door; all of the windows leaked; the roof above the porch was not secured properly; and at least two sides of the building were not fastened to the floor joints. We paid to have the shed painted and after it was delivered and installed we noticed that the primer showed through the paint in many areas. Sales Issues: According to the specs, the shed came with two 3'x3' windows and a 3'x6'8" six panel steel entry door. We upgraded to three 4'x4' windows and the salesman did not credit the price of the windows that came with the shed. We were also upgraded to a nine window panel door and there was no credit for the door that came with the package either. We were sold the shed as a "kit" and the salesman deducted $875 from the price as the cost of installation of the kit and that we would contact one of their recommended contractors and pay the contractor directly for the install. Service Issues: The instructions that we were given regarding the contractor and installation were not what happened. Tuff Shed made the arrangements for one of its contractors to do the install even though we had already contacted one of the other contractors. Okay, fine. When they came to install they were late, flat tire and truck over heated. It took them over a period of several days to complete the shed, partly because they would get there so late in the day they would run out of daylight. As far as the installation itself, it was way below standard. Boards were not all fastened properly to the siding, they sunk the nails so deep into the surface of the boards that it broke the skin causing the shed to leak; they did not caulk around the window; they did not secure all of the walls to the floor joints; initially they weren't going to paint the 4'x4's that hold up the porch. We reported this information to the sales office in Escondido and to the contractor. The contractor claims that we still owe him additional money over and above the $900 we paid him for the installation, which was $25 more that what Tuff Shed credited for the "kit." The contractor has been extremely rude and unprofessional. His business card does not have his contractor's license number on it or his correct mailing address for his place of business.

Desired Settlement: I could go on and on. This is not the first Tuff Shed we have purchased. We had actually purchased three other Tuff Sheds in the past and had no obvious such problems. This time it was a totally different story. Ultimately, we hired a licensed contractor to come out and take a look at the shed and provide us with some options. The day he came out is was raining and the walls of the shed and all of the windows were leaking. There were puddles of water on the floor and dripping water. We had to run fans for several days in an attempt to dry out the building. The contractor advised us that to secure the siding since the skin had been pierced and was no longer weather-tight the only way we could salvage the building to use it as its intended use "a cottage retreat" was to wrap the exterior with Tyvek and cover it with Hardie board material and remove and reset all of the windows and the door so they could be properly caulked so the building would not leak. All at an additional expense to us. We would like to receive a refund or at a minimum a partial refund for the tuff shed.

Business Response: Our location reviewed the customer's order and the customer was correct that he was not credited for the costs of two of his windows and he was also not given the promotional discount that should have been applied to the order. We determined that the customer deserved a refund of $754 for the windows and the promotional offering. The customer also requested an additional $300 to compensate him for his troubles. We agreed to this so the customer's total refund will be for a total of $1,054.

Consumer Response:  
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.

Sincerely,

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

2/18/2016 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: Tuff Shed in Lubbock, was paid for a two story 16'x20' building in May 2015 for my backyard. It was not built safe or completed. No return phone calls My family purchased a building off the **** ***** parking lot in early May 2015, & as of today's date(11-21-15), I am still working on this building , & Tuff Shed has not returned my calls or come close to giving us what we have paid for by bringing in a legit crew and completing the building. Tuff Shed missed 7 of 9 appointments & just stopped returning my calls. I have a leaky building with shingles blown off, which Tuff Shed blamed on "faulty" shingles. Months later the roof has still not been fixed and is just ruining in the weather & rain. This roof is listed as a "Lifetime Warranty" but Tuff Shed never got it put on correctly & now it appears that they have taken our money & left me to fend for myself. Tuff Shed used my concrete for footings, my auger to dig the holes, & proceeded to take apart the pad that I had built, only to put it haphazardly back together again, while I was at work. I never understood why this was done until I was told by one of the original crew that they were an oilfield crew, looking for extra income because of the drop in the oilfield work and he then proceeded to tell me that they had never put up a building before. What??? I couldn't believe what I had just heard, but I began to understand at least, why everything was so wrong with this entire situation. I believe that these oilfield guys that Tuff Shed hired & sent, tried to get it done but were in way over their heads. I respect their willingness to get out there & hustle up some work but that doesn't mean that they need to put my building together. After using my materials for footings, (which were not needed, because I had put in a total of 9 already), they used nails & shot them through the plywood wall. Everything about this is so wrong but Tuff Shed still managed to charge us an additional $352.00 approx. for the footings. I could go on & on but I will try to simply list other problems without explaining all that my family has been put through dealing with Tuff Shed. I'll begin with my borrowed concrete that was left open and my dogs got into & i am glad that they didn't end up sick. The first time that I laid eyes on a Tuff Shed employee, they were tossing parts of my new building off their truck & into my rocky alley & hitting my fence about every third toss. The one thing that was done correctly was the door installation. It shut well & lock worked. The only problem was it was cut into the WRONG SIDE of the building & therefore defeating my entire purpose & plan of where I wanted it to go in the first place. Their salesman later called me a "liar" while on speakerphone while talking to another employee, in my backyard, which I overheard clearly. There was no reasoning that he gave on why I was a liar, but....On to the next problem. They did not anchor the first & second floors together, which is not just shoddy work but could get people killed. The staircase, if you can call what they built a staircase, was not touching at the base, meaning that when anyone was brave enough, (crazy enough??), to go to second floor, all their weight was on the wall & not being spread through the floor like it is supposed to do when properly built. This also could be a very dangerous situation. On the **** ***** parking lot, that set of stairs had a 2"x4" running off each step as well as plenty of extra support upstairs for safety.My set of stairs had a total of 0 extra supports upstairs with one 2"x4" running across a span of over 10'. I was told by a Tuff Shed employee that the building on the **** ***** lot had been "over fabricated". His exact words, unbelievable still to this day. He then added a couple of pieces of cedar 2"x4"'s & said it was finished. My wife had let him out the back gate because I had gone back to work. She knows nothing about what's going on & can't see good without her glasses but that doesn't mean anything to Tuff Shed!! This guy says my wife approved the stairs & I was just picky. I'm out of space but so so much more...

Desired Settlement: I have done more legit work on this building than all Tuff Shed employees put together. It has cost me jobs waiting for a crew who showed up at their convenience or not at all most of the time. I was up all night preparing for the rain to come the following morning, when Tuff Shed knew the circumstances. In fact, I sent video to their salesmans cell phone about 5:45 or so in the morning, telling him that I was fixing his mess & what were they paid for? They took our money but I did the only quality work & all the repairs. My entire family has been treated awful & been disrespected by Tuff Shed & their employees. In all honesty, I'm not sure that they have anyone there who can actually put a building up properly. I am not trying to hurt their reputation by saying that, I am simply stating my honest opinion. I am almost 48 years old & neither I or any other member of my family has ever been in this kind of situation before. We have not asked for anything but what is on the **** ***** parking lot, that we paid for with our hard earned & honest made money. I have spent another $3,000.00 + correcting their mistakes. That's not including the hours & hours of my labor, lost jobs, etc. etc...I see this as almost criminal, because our money was taken from us & the job wasn't correct or completed. Every single thing that I am submitting has witnesses, video,or pics.This includes e-mail back & forth between us. I still don't know how much the floor will cost me to fix, but Tuff Shed is paid in full! This is a perfect example of a business not caring about their customers at all. It also puts a dark shadow over other contractors, like myself, who bust their backsides every day for our customers. My 73 year old Dad has been literally sick over this and that's so wrong in so many ways. Okay Tuff Shed, I want an offer for your incomplete & shoddy work, & overall lousy attitude towards myself & my family. Why do you think that you deserve our money when the building wouldn't even pass city inspection before I was forced to fix everything myself. Sincerely, ***** ******* ******, Texas ###-###-####

Business Response: We have agreed to refund the customer $3,000 for materials used and the customer's labor. Currently we are are working with the customer to schedule a contractor to fix the missing shingles. This customer has agreed to this resolution.

Business Response: The Regional Sales Manager has said the customer should have his refund check by next week.

Consumer Response:
Complaint: ********

I am rejecting this response because:
I will drop this complaint when I receive my money and the check doesn't bounce. Until then, I wait and continue to truthfully inform others about this business's  unethical tactics and unskilled laborers. 9 months into this project and I just now ripped down the entire stairway, rails and all,  because it was being held up with 2ea- 16 penny nails and the nails were slipping from walking up and down from the 2nd floor. Which is exactly what they were supposedly made to be used for but since the bottom of the stairs didn't touch the floor, it was a major danger that had to be addressed immediately. Therefore, I now have to use an 8' ladder to get up to the 2nd floor until I can purchase new materials to rebuild the entire thing 100%. It was the only area remaining from the floor to the ceiling joists that I haven't had to rebuild due to Tuff Sheds ineptness so at least now I will know that my building is safe to work in and let my wife and dogs check it out finally. Since the 2nd floor wasn't tied into the 1st floor by Tuff Shed, as well as so many other unbelievable and very dangerous mistakes, the building has been to unsafe for anyone but me to go inside. Get my money and let me move on, Still disgusted and with good reason,
Sincerely,

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

2/3/2016 Guarantee/Warranty Issues | Read Complaint Details
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Additional Notes

Complaint: I bought my tuff shed thru **** ***** and I have a few issues with the building (roof shingles falling off, door not closing) and it is still under warranty. I've contacted tuff shed several times (at least 10 times) directly and thru **** ***** and they always say they will call back to schedule but never do. . This is being going on for three months and the rain is here (roof is getting ruined).

Desired Settlement: fix the issues

Business Response: The customer's name was entered into the system incorrectly which is why we were having trouble finding his order and making successful contact with him. Once that was resolved, we were able to contact the customer to schedule the repairs that were needed on his building. We were able to get the repairs taken care of to the customer's satisfaction.

Consumer Response:
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID 11090405, and find that this resolution is satisfactory to me.

Sincerely,

**** *******

1/7/2016 Problems with Product/Service | Read Complaint Details
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Complaint: I worked with ****** and I ordered a shed on the lot at the pflugerville location of Tuff Shed. I am unhappy with the service and product provided. I worked with ***** and I ordered a shed on the lot at the pflugerville location of Tuff Shed. I was promised several things prior to placing my 50% down payment. They were; the shed could be disassembled and delivered, and if not it could be delivered whole to my home, the shed could be delivered in two weeks, they would place a new roof on the shed, and they would paint the trim. Trouble started nearly Immediately when after paying the deposit I was told that they would not put a new roof on. Next I was told that the shed had to be delivered whole. Which necessitated removal of a large fence. So we would have to hire a team to remove the fence, at a large expense. I had discussed with ***** the necessity if having the shed delivered quickly, as the shed was to be a small guest quarters for guests we would be having at christmastime. However, *****, the scheduling manager in Buda, did not call me to set up a delivery date. I had to call her several times to get a date sorted. When I did speak to her she was unpleasant and rude. After finally getting to speak to terry, which took over a month a date for delivery was scheduled. We hired a team to remove the fence and my husband took an unpaid day off work. We were called by ***** the night before delivery and she said "the truck is broken" so they were unable to deliver. She said she would let me know as soon as it was fixed. We lost a day's pay, and $200 for removal and replacement of the fence. ***** did not let me know the truck was running again. (It was disabled a week, I later found out) so I called her, and called her...I had to call several times to get a response. Another 4 weeks go by. Finally, we have another delivery date of December 19. (Too late to be usable by our Christmas guests). And again.0, we hire a team to remove the fence. And Tuff Shed drivers show up, and the shed has a smashed window, one of the support beams that hold up the porch roof is dangling. And the trim isn't painted. They attempt delivery anyway, promising that someone will be by next week to fix the shed. However after several attempts to back down the greenway behind our house, which involved further damaging the shed as well as the green space, they gave up. The driver informed us that theyvepwere planning on building another unit, exactly the same on the lot and perhaps they would be able to build it at my house, since the shed I had paid for was destroyed. My husband and I called *****. And we were told that itveouod cost an additional $1900 to have the shed built on my property. I was not willing to accept this. I asked that they build the shed on my property for the same price that I paid for the lot unit, or they could return my Deposit of $2242 + 5% interest (it had been in a well performing mutual fund), $500 for my husband's missed day of work and $400 to recover the cost of hiring the team to remove and replace the fence two times. For a total of $3254.10 ***** will not accept our calls. He promised a district manager would call, but no one has contacted us. I attempted to contact the corporate headquarters both by email and phone (I waited on hold for over an hour) and have not heard back.

Desired Settlement: Build an identical shed on my property before January 4, 2016

Business Response: Initial Business Response /* (1000, 6, 2015/12/24) */ We did have scheduling issues because of a break down with a truck and with the weather. Once the team showed up with the building, the area did not allow for motor vehicles to access it. Our team went ahead and still tried to get it installed for the customer but it could not be done, resulting in the damaged building. Our GM offered to take $500 off a new building to make up for the delay and not being able to get the building in. The customer did not want to accept this offer so the customer was refunded the total amount paid on December 23rd.

12/28/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: We paid for a shedcto be built, they took our payment and never showed up. We paid up front for a storage shed to be built, they never showed up or called, we contacted them and ******* said he would compensate us 200.00 , then calked back and said he changed his mind. This company still has our money and is nothing but rude now telling me to find another company and we do not have a refund to go elsewhere. I have already checked my bank account and no credit is anywhere online. This is theft of service. The shed was to be built on Saturday Dec 12th, we paid them in full on 11/27/15. I dont want this to happen to someone else and their poor business practices has to stop. Now we have no refund or funds to go elsewhere because they have our money.

Desired Settlement: A refund of the full price we paid for product immediately as they should have refunded the same day that they didnt deliverwhat was promised.

Business Response: Initial Business Response /* (1000, 6, 2015/12/17) */ There was some confusion on the installer's part on the scheduled day of delivery. We offered $100 compensation for missing the install date but the customer wanted $200. Our GM could not offer such a discount on an entry-level building. Since there was not an agreement reached on compensation, we agreed to fully refund her for the building and the permit. The build was scheduled for Saturday, December 12th, and the customer was fully refunded by Tuesday, December 15th. We sent the customer pictures of the receipts for verification. Initial Consumer Rebuttal /* (3000, 8, 2015/12/18) */ (The consumer indicated he/she DID NOT accept the response from the business.) The building permit fee of 25.00 was never refunded as described by them, only the fee for the building. The permit was only good for 30 days and they have had our money since 11/27. They need to refund us the permit fee as well. And the story is not correct, they agreed to the 200.00 compensation only to call a few hours later and go back on their word.This will be settled when they refund us the permit fee as well, as we have lost this money as a direct result of their negligence. Final Business Response /* (4000, 11, 2015/12/22) */ Our GM gave approval on refunding the $25 for the building permit fee. It will go through our A/P department and will be processed next week. The customer should be fully refunded at that point. Final Consumer Response /* (2000, 13, 2015/12/23) */ (The consumer indicated he/she ACCEPTED the response from the business.) If permit fee of 25.00 is refunded, I agree fully. Complaint Response Date bumped because: Holiday

12/21/2015 Billing/Collection Issues | Read Complaint Details
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Complaint: Contracted with Tuff Shed, Mesa, AZ headquartered in Denver to build and install shed. The Security Kit to protect my belongings was not installed. Contracted with Tuff Shed, Mesa, AZ headquartered in Denver to build and install shed. The Security Kit to protect my belongings was not installed as ordered. October 17th the installer of Tuff Shed told me he would alert office that he was not given the Security Kit to install and he would let them know. That they would call me to send somebody out to complete the contracted work. Nobody ever called. We have since called several times, text, and even emailed. Every single time we explain the simple quick need, that they have full access to yard and shed, and to come anytime to complete the install. We have been told to callback when they have more time. We have been told the general manager would call us and never received any call. We have been told assistant manager would call us next day when he has time. When pushed uncovered that assistant manager had not left for the day, was in office, but too busy to speak. Was told he would call next day and have never received a call. Every time we have explained what an easy finish to satisfy us and our contract. I do not understand why this is a problem to finish the work.

Desired Settlement: Install Security Kit by end of November which would be six weeks after building erected.

Business Response: Initial Business Response /* (1000, 6, 2015/12/09) */ We installed Mr. **********'s security kit on Monday 12/7/15

12/14/2015 Problems with Product/Service | Read Complaint Details
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Complaint: We paid for a shed , now they want to up the price on installation with 800 , or cancel the install Wow what a total breakdown in customer service. Pretty much the worst service we have ever experienced. We ordered and Paid for a Tuff shed, at their location on **** ***** Denver Colorado .10/14/2015 and got an install date for 11/16/2015 . Well that day nobody showed up or called. We called, and they said that was never on the books for that day . Ok , well we figured why we wrote it down as Monday November 16 , but hey they were probably right ???? . They had us on the books for the 18th . So not very happy we accepted that date and then they called us the evening of the 16th, during a snow storm if we could go out and re-measure ??????. We said no, since they had our money for a month and the measurements had not changed. Then on the 17th it just got worse. First they would send somebody over to measure. After some back and forth they (AND WITHOUT MEASURING) they assessed we needed to pay an additional 800 dollars for a fire wall and now they needed to pull a permit. They had a month to handle this before so why didn't they ? Then they tried to blame it all on us, were obnoxious and rude and then one day before building they cancelled the contract. Wow , yeah they seem to have enough business so they can afford rude losing a few sales . Now they are not willing to pay us our money in an expedited way , since they have been sitting on it for a month . Since they cancelled we demanded an immediate refund !

Desired Settlement: We want an immediate refund . They had our money for 30 days and did not do anything . We asked for our money to be send over , but they keep making excuses

Business Response: Initial Business Response /* (1000, 6, 2015/12/02) */ We apologize for any confusion that was created regarding the permit for this building. There was an oversight regarding the requirements of a permit for a shed on this property. We were originally given information that a permit was not required and then the day before the build date of 11/18/15 we discovered that a permit would be required. For this oversight we apologize and had actually offered to cover the permit costs and associated costs to obtain the permit. As the situation escalated it was determined that we could not come to an agreement. We immediately requested that a refund check be processed from our corporate office. The refund check was indeed processed the next day and was mailed to the customer. Tuff Shed, Inc has been in business for over 34 years and takes great pride in providing world class customer service that began in year one and encompasses thousands of very satisfied customers. It is our regret that we could not add one more satisfied customer to the list in this situation.

11/6/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I gave *** ****** of Tuff Shed, 15,750 dollars on May 28th 2015. I recently received the blueprints. My cement contractor has forms up and is ready to pour, but I have no permit. We went to the city's building department and they have no deposit of 750.00 dollars filed with them. *** said he was going there that morning with the check made out to the city. It never happened. He will not return my phone calls. I have no contract from them, yet they took and cashed my other check for 15,000 dollars. He has lied to me and will not contact me. He won't return calls from my cement contractor either. He needs to know what's going on. This has been going on since February 2015.

Desired Settlement: DesiredSettlementID: Other (requires explanation) They took my money, talk to me and my contractor and finish the job promised. Let me see the contract. Call me, stop avoiding me and the issues at hand.

Business Response: Initial Business Response /* (1000, 5, 2015/10/23) */ GM spoke with customer. Reassigned job from original SDC to new SDC. New SDC met with customer and the City of Everett to get the project moving. New SDC has been in contact with customer regarding the project.

10/29/2015 Billing/Collection Issues | Read Complaint Details
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Complaint: Tuff Shed seems to make a good product; just cannot produce it. Many delays in work. Completed shed is cosmetically bad. Delay in resolving. Purchased the shed through sales rep **** ****** at the *****, ** office. Ordered a 8 x 12 rancher style shed with porch. After much delay getting started with the job due to laborers not showing up to start the job, work began maybe a month after purchase. The crew made a mess of the yard working on the shed, paint in the yard, left nails all over the place, not to mention the shoddy work it took them about 2 months to complete, what should have been a 1-3 day job. They would leave the work in different stages of repair; at one point, they left the job with only 1 post supporting the porch for about 3 weeks. Repair finally completed,but cosmetically a sham. Tuff Shed's "cleanup staff" showed up about 3 weeks ago from ******** ** to repair the shoddy work and try to make it right, but did not have enough time to complete the job and left, saying their scheduler would reschedule them to come back out and complete the job. I have yet to hear from this company on when they will complete it. The shed was purchased for about $4000. There is a balance owing of $900 which will not be paid until the work is done. I am considering hiring a reputable construction crew to finish the job. It's almost winter, and I need my shed complete.

Desired Settlement: Just make it right! Please finish my shed correctly and timely!

Business Response: Initial Business Response /* (1000, 5, 2015/10/27) */ On 10/22/15 we sent our installer out to fix all of the customers issues. We phoned Mrs. **** for 3 days to ensure that she is happy with the work completed. We spoke to the customer today (10/27/15) and she is happy with the work that was done. Also, we have some material that we will pick up from her house this week but everything else is completed. Initial Consumer Rebuttal /* (2000, 7, 2015/10/29) */ (The consumer indicated he/she ACCEPTED the response from the business.)

10/26/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Required full payment up front & did not deliver/install garage for 8.5 months. Paid in full for Tuff Shed garage through **** ***** on 01/05/2015. Full price included $400. for "permit and administrative fee." Sales rep, **** ********* ****** permit dept. would not accept Tuff Shed's truss plans as they were "designed to 2006" and County required the 2012 version. Had to pay Tuff Shed $289.46 for current plans. ****** would not accept Tuff Shed's thin wood for the roof - Had to pay $557.79 extra for wood that would meet code. Each of these problems resulted in a delay of up to 30 days while Tuff Shed figured out what to do. Finally, the sale rep indicated it would only take 24 hours to pre-build my garage. He failed to mention that there is a 3 week waiting period. I paid for the garage on January 5, 2015. It is now August 28, 2015 and it still is not completed!

Desired Settlement: Finish the job! Refund $847.25.

Business Response: Initial Business Response /* (1000, 5, 2015/09/11) */ This garage is complete. We have addressed a few warranty issues with the customer and she appears to be satisfied. Delay in the permitting and final inspection process was in part due to additional work (not within our scope as described). We did incur additional costs per the county planning and zoning department(upgraded roof ply to accommodate snow load) this was the cost that was passed through to the customer in order to meet code and obtain permits. Initial Consumer Rebuttal /* (3000, 7, 2015/09/15) */ (The consumer indicated he/she DID NOT accept the response from the business.) Garage is NOT complete. County has not provided a final inspection as all work is not completed to code. "Additional costs per county planning and zoning" should NOT include current schematics/plans. Current plans should be covered by purchase price, not added on. Final Business Response /* (4000, 12, 2015/10/09) */ Our GM is attempting to reach out to the customer again.

10/21/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Ordered and paid in full on August 20, 2015. Delivery in late Sept Called on 9/25. lost paper work, reschedule in another 3 wks Ordered and paid in full on August 20, 2015. ***** ***** (Sales Design Consultant) indicated delivery would the be in late Sept Called on 9/25. They have lost paper work. Will have to reschedule in another 3 weeks (mid-late October). Talking multiple times with scheduling (*** at XXX-XXX-XXXX ext ** Order number XXXXXX Quote was reduced via phone at time of payment by removing paint option of $336.90

Desired Settlement: Delivery on time according to original schedule or refund. OR Partial refund with delivery in 3 weeks.

Business Response: Initial Business Response /* (1000, 6, 2015/10/19) */ We have the customer scheduled for Tuesday 10/20/15 and we have been working with the building department and the customer to make sure the permit was obtained prior to building the shed. It is our intention to build the customer a great shed that he will be able to use for years to come. Initial Consumer Rebuttal /* (2000, 8, 2015/10/21) */ (The consumer indicated he/she ACCEPTED the response from the business.) 10' X 16' RANCH - ORDERED AND PAID ON 8/22. DELIVERY PROMISED (VIA PHONE) ON OR BEFORE 9/30. DELIVERED AND BUILT ON 10/20. GOOD SHED, WELL BUILT, DELIVERY WAS THE ONLY ISSUE. SUGGEST YOU GET IT IN WRITING. THANK YOU, ***

10/20/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Missed appointment. Failed to complete install. Compensation requested. None offered. Getting the run around from the manager **** ******** Customer number XXXXXXX, Order Number XXXXXX Purchased at: Store **** ******* ******* 09-09-15 Tuff Shed sales consultant ******* ******** This was for a 3'x12' Garden Hutch. Total cost 1419.55. Deposit of $1135.64. Agreed to Friday 09-18-15 at 1pm for the install. 09-17-15 telephoned ******* who confirmed 09-18-15, 1pm appointment. 09-18-15 went to work. Checked my emails and found a correspondence from ******* **** (*****@tuffshed.com). The email was titled: "Trying to reach you for shed install." The body of the email was, "We are at your residence." I telephoned Tuff Shed and spoke with ********* She advised she made an error and moved my install from the PM to the AM. She assured me the shed would be installed at 1pm. At 12:05 pm I called ******* and re-confirmed my appointment was set. He confirmed it. I went home and emailed ******* ****. I sent him this, "Sorry I scheduled a 1pm appointment. I spoke with ******** and she advised she changed my install time without conferring with me. She advised you would be here at 1pm? Just wanted to confirm as I am at home. It is 12:45 pm. His reply, "Hi ***, I apologize for the scheduling issue. The installers who went to your residence returned here and took another install out. They have not come back to pick up yours yet, but there are 3 installers on the build. I expect them here any time. I will call **** - the lead and find out a better estimate of when they will be there. At 1pm I called to confirm. I spoke with ********* She advised they were running late. At about 1:30pm ******** called back, "I have bad news." The installers were on a large job they could not complete. She told me they would be out on 09-19-15 between 8am and 10am for the install. I asked to speak with a manager as I wanted to be compensated for my time. She said the manager was in a meeting and he would call me back. I did not receive a call back. At about 7pm I called back. Mike ******* answered the phone. I explained what happened. I inquired about compensation. He said he would make it right. I tried to pin him down on what that meant and he asked that I take delivery and install of the shed and that he would call me back on Monday 09-21-15 to discuss. I further asked what he was going to do for me since we were already talking. As I had already emailed **** **** and asked for a $250 discount. **** said he would see about getting me some shelves or some other item that I didn't get. **** did call me later that evening and confirmed a prompt install of 8am. I requested the installers be there at 8am as I had other plans I was forced to move back in order to take care of the scheduling error. 09-19-15 at 8am three installers arrived. The installers forgot a Skil Saw and told me they had to drive back to ********* and get it (about an hour and a half delay). I told them I had one if that would help. So they used my Skil Saw. One of the installers said were missing screws to install the door hardware. Each bracket uses 4 screws, they had enough screws to install two screws per bracket. ******* will not discuss compensation despite his promise to do so after I took delivery. At each step he dodges any answer and gives no assurance. I have requested I be compensated and he will not address the issue in writing and he is never available by phone. Tuff Shed now wants a third appointment to finish work that should have already been completed; missing door hardware and missing felt paper with the roof shingles. All of my attempts to settle this matter have been met with only one solution. Yet each time I yield to their solution another problem comes up. ******* has not kept his word to discuss and or offer any compensation. His only goal is to keep making appointments that Tuff Shed can not fulfill.

Desired Settlement: Waive the balance due. Complete the install of the shed, all door hardware and roofing felt.

Business Response: Initial Business Response /* (1000, 5, 2015/10/08) */ Our GM notified the customer that he is going to waive the balance due of $283.91 on his order. Our team is going to be on-site today to correct the issues with the roof and hinges. Initial Consumer Rebuttal /* (3000, 7, 2015/10/12) */ (The consumer indicated he/she DID NOT accept the response from the business.) Tuff Shed handled this matter unprofessionally. No consumer should have to plead to have work done that should have been completed in the first place. Their questionable employee who opted not to install felt with the roofing shingles is very suspect. Given there were three employees building this shed I place blame on all three; not just the one employee who they claim was fired. Tuff Shed never accepted blame for their errors. And only responded to my resolution after I filed this complaint with the BBB. The manager made a promise to discuss the resolution after the install. After the install I inquired about the resolution only to be told that I had to wait until they came out again and actually finished the shed before he would discuss. These types of business practices leave the consumer alienated. Missing an appointment, not completing a build, not installing required items and not keeping your word is very deceitful. Consumers should be aware of this incident. Tuff Shed did finally accept my resolution but they could have done so weeks ago without the need for me to file a complaint here. Final Business Response /* (4000, 9, 2015/10/15) */ Our GM wanted to wait until the build was fully completed before agreeing to pay the customer compensation to ensure they were satisfied with the work. Our GM wanted to avoid having people go back and forth if any additional issues arose. The subcontractors who installed the building were also reviewed. Final Consumer Response /* (2000, 11, 2015/10/19) */ (The consumer indicated he/she ACCEPTED the response from the business.)

10/12/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Second coat of guaranteed paint not completed as promised. The selling point and warranty of this purchase is to include a second coat of paint on the entire building. The second coat of paint was applied lazily and not completely covering the exterior of the building. Called and complained and someone was sent out to fix, however same areas that were not painted with the second coat were still not covered. Called to complain again and no answer. Called 800 number and said they will be contacting me. Still no answer. Please assist me in resolving this. If I need an attorney please advise. Thanks

Desired Settlement: I want the entire building repainted covering 100% of the exterior.

Business Response: Initial Business Response /* (1000, 5, 2015/09/28) */ After meeting with the customer last Monday, September 21st, I agreed to send the crew out to hit a few specific spots. We completed the repair last Friday and the customer called today letting us know he is satisfied with the finish. We are happy to know the customer is confident in his building!

10/8/2015 Billing/Collection Issues | Read Complaint Details
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Complaint: Had a storage shed built and the roofing shingles (8) did not adhere to the roof. They came back and used some adhesive and it didn't work. Had a storage shed built on 07 July 2015, and the roofing shingles did not adhere to the roof. They came back and used some sort of glue, called ******* ******** The guy gave me a tube and told me to use it if his application didn't work. It didn't work , I called the corporate office and talked to a **** ******* who stated that they had a problem with the shingles and someone will be back out to replace the roofing shingle and install some sort of metal on the roof. I'm still waiting.

Desired Settlement: Replace the roof on the shed with the proper shingles.

Business Response: Initial Business Response /* (1000, 7, 2015/10/01) */ Tuff Shed will be going out to rectify this issue on Wednesday. The customer is aware that we will be out there then and we will be sure to follow up with him when he is able to inspect it and approve that it is complete to his satisfaction if he is not able to be present during repairs. Initial Consumer Rebuttal /* (2000, 9, 2015/10/07) */ (The consumer indicated he/she ACCEPTED the response from the business.) The work was redone with excellent workmanship. Thanks Tuff Shed and B.B.B.

10/7/2015 Problems with Product/Service | Read Complaint Details
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Complaint: We are owed $150.00 and a paint job. We purchased a Tuff shed KEYSTN TIER2 1012-NAT through The **** ***** on **** ****** **** in ********* in April, 2015 for $2,114.01. This included a "promo" "free paint." The contract says "Delivery vehicle will park and build site is less than 200 feet." The distance between the parked vehicle and the site for build is a little more than 100 feet. When they came to install, the installer said that there would be an extra charge of $150.00 because the site was more than 100' feet. My husband argued because the contract said less than 200 feet and he shouldn't have to pat any thing. The driver said they would not install unless he paid them another $150. My husband didn't want them to leave so he paid the 150.00 but said he would complain about the charge. The tuff shed came in parts already painted with the color that we chose. Once the crew finished installing they touched up paint around all of the trim and then they left. After the paint dried we noticed that the areas that they touched up was a different paint color. We proceeded to call tuff shed in *** ****** to ask them to come back and paint those areas that were the wrong color and that we are requesting our $150.00 back. They said that they would get someone out to reprint and they would submit a refund request for the $150.00. We waited for a week and did not see or hear from anyone. We called again. Again they said they would send someone. We also called the **** ***** since that is where we purchased the shed from. We filed a compliant there. We called tuff shed again and was told someone would be looking into this. It has been two months since the shed was installed and no one has been here to repaint and we have not received our $150.00 back.

Desired Settlement: We want someone to finish painting the shed correctly with the right color. We want our $150.00 back.

Business Response: Initial Business Response /* (1000, 8, 2015/09/21) */ I contacted *** ***** today to discuss his concerns and fully understand his frustrations. I have assured *** ***** that Tuff Shed will certainly make things right for him. I have a meeting scheduled to visit *** ***** on Friday, Sept 25th to inspect his building. Initial Consumer Rebuttal /* (2000, 14, 2015/10/06) */ (The consumer indicated he/she ACCEPTED the response from the business.) Thankyou tuff shed for making good on the terms of our agreement and repainting and reufunding the extra charge.

10/6/2015 Billing/Collection Issues | Read Complaint Details
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Complaint: I purchased a shed. It was built improperly. Therefore, it failed (the city) inspection. On June 3rd, I purchased a shed through **** ****** **** ***** apparently has an agreement with Tuff Shed, Inc. so they were suppose to build the shed. Prior to purchasing the shed, I took a ride out to Tuff Shed's ******** **** office. When I got there, a guy told me that they had a guy in ******* where I live, who would come out and measure my pad to make sure the shed would fit. After he came out to my home, I spoke with him by phone and he gave me instructions to go into **** ******** ****** ** location to pay for the shed. One July 20th, the shed was built and on July 23rd, the city inspector came out and the shed failed inspection. It failed the inspection because Tuff Shed built the shed larger than the concrete pad that I had in place. In addition to that, they placed wood shims underneath the shed to balance it. In **** ********* notes, the man to whom I spoke and who also measured the slab, he clearly states in bold capital letters to "BUILD 8 FEET BY 9 FEET TO FIT ON PAD. Tuff Shed did not do this. Therefore, when the shed failed inspection they wanted me to pay to have concrete pored to fit the shed. At one point, I was told that they were going to pick up the shed and rebuild it. However, that was over a week ago and I have not heard back from them even though I called a left a message. I would like to hear from someone regarding the shed!

Desired Settlement: I would like Tuff Shed to come and to get the shed and build it as they were instructed!!! If not possible, take it away!

Business Response: Initial Business Response /* (1000, 7, 2015/09/22) */ The local general manager has contacted the customer in an effort to resolve this matter.

9/30/2015 Delivery Issues | Read Complaint Details
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Complaint: The contract I signed, plus 2 documents, is very specific about where the cut out for a 4x3 window should be. Tuff shed made a mistake. I signed a contract with TuffShed July 4, 2015. ****** ******** Tuff Shed Area Sales Manager was taking very good care of me. Prior to the contract signing, ****** ******* had already met with me at my home to discuss all the details of the tuff shed I was interested in, measured everything, and addressed all my concerns, and issues. After the contract signing, July 7, 2015, ****** ******* again visited my home to re-measure everything, and to go over all the fine details with me. ****** ******* told me the tuff shed would be built the following week (7 to 10 days from the date of the contract signing). When I called to speak with ****** ******* the next Monday, July 13, a **** ****** informed me that ****** ******* was "fired", and that he was taking over her accounts. I told **** ****** that I was very concerned, because ****** ******* and I had met 3x to discuss in detail the specifics of the tuff shed I ordered. He promised me that he would "take care of everything". **** ****** also informs me that delivery date would be the following week. Since ****** ******* told me it would be installed anytime between July 14 to July 17, I contracted for 3 handymen to work on the electrical, insulation and dry walling for July 17, 18 and 19. I had to compensate the 3 handymen for one (1) day's work because they turned down other job offers. I then requested for a Tuff Shed representative to visit the site, and to go over the details with me. **** from Tuff Shed came, and we re-measured everything, and discussed my concerns. My concerns were: 1) I paid extra for a WALL HEIGHT ADDER - during ********* 2nd visit, we had cancelled that order, because the concrete slab on which the tuff shed would sit came out too high and, 2) the EXACT position where the windows would be. I received a phone call later from **** ****** that they did not know the color of the metal roofing, which means delivery date would be further delayed. I cancelled the metal roofing. (my contract clearly states the color of the metal roofing). July 20, **** visits my home again, because Tuff Shed had "LOST" my paperwork! He measured the HEIGHT of the garage wall, and the pitch of the roof - I ordered a 10x12 Lean To, and it is important that it fits under the roof of the garage. **** makes me sign paperwork which he tells is "just about the measurements he made". July 21, the Tuff Shed is built, and the position of the window, which was one of my great concerns, is wrong. I immediately call **** ******* and he tells me Tuff Shed will only fix the problem, if I pay for another day's visit from his workers which would cost me a lot of money. I refused. In addition, the roof shingles were not completely done.

Desired Settlement: I compensated the 3 handy men for one (1) day's work ($440.00) because of the delay in the delivery date of Tuff Shed. **** ****** promised to insulate the tuff shed to compensate me. HE DID NOT. To fix the problem with the position of the window, the handymen are charging me $320.00. That amount includes finishing the roof shingles.I would like Tuff Shed to reimburse me the total amount of $760.00. ($440 + $320 = $760)

Business Response: Initial Business Response /* (1000, 15, 2015/09/21) */ The local general manager of the ******* store was able to make contact with the customer on Friday, September 18th. They came to an agreement that Tuff Shed will refund her $350. The customer has agreed to settled for this amount. Initial Consumer Rebuttal /* (2000, 17, 2015/09/29) */ (The consumer indicated he/she ACCEPTED the response from the business.) A Representative of Tuff Shed called and offered me the amount of $350.00 to settle the case with the BBB. But as of today, I have not received the amount of $350.00

8/28/2015 Problems with Product/Service | Read Complaint Details
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Complaint: The building leaks water ever time it rains and they say "it is what it is" I filed with the ******** ******* I was called by their ****** ***** Purchased 12/14/2014 At Tuff Shed in **** $11,913.90. 2 car detached garage. The building leaks every time it rains. They have sent a guy out hear twice to repair it and it continues to leak. The last time the service mgr. came out and told me "IT IS WHAT IT IS" and it could not be fixed he would call me back possible put in another door and I have not heard from him since. I have called ********* in ****** 3 times and they just email the local office which does no good. I was called by their ****** ******* and explained all this in my ****** and still have heard nothing. I filed a complaint with the ******** ******* in *** and still nothing. I am a 66 single women and I feel they think they I will just go away.

Desired Settlement: I want the building not to leak. Its real simple. I want what I paid for. I can't store anything on the floor on that side of the building cause it all gets wet.

Business Response: Initial Business Response /* (1000, 5, 2015/08/10) */ ***** ******'s repair was completed on Friday August 7, 2015. She stated that she is happy with the repair and is now satisfied. Initial Consumer Rebuttal /* (3000, 7, 2015/08/11) */ (The consumer indicated he/she DID NOT accept the response from the business.) Not exactly,Tuff Shed did send out their warranty manager. His intent was to replace the door as I had discussed with Tuff Sheds office manager ****** that had been out to view the building over a month ago and never got back with me. I had a friend come over and look at it to try and see if he could see where the building was leaking he did not believe it was at the door. Because I did not think Tuff Shed was going to do anything since I had not heard from them. So I discussed this with the warranty manager ***** and showed him where my friend thought it could be leaking and he agreed. So he did not change out the door he and a coworker went to **** ***** bought some Caulking and caulked about 8 feet at the bottom of the building along a concrete walkway and we are hoping that is where it is leaking. Today is my day off and I am going to take the water hose and squirt under there and see if water runs under there or not. So I don't know who gave you your information but if it was ******** the office manager of the **** store he doesn't have a clue and he didn't call me and confirm any of my satisfaction with me. When I confirm the building does not leak cause we have not had rain, I will let you know. I do not want to release my complaint at this time because to me it is premature. Thank you ***** ****** Final Business Response /* (4000, 9, 2015/08/14) */ The manager spoke with ** ****** on 08/13/15 and they set up Thursday August 20th for us to come out and replace her door.

8/27/2015 Billing/Collection Issues | Read Complaint Details
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Complaint: Tuff Shed in ****** ** failed to honor their agreement to rectify an installation problem On May 9, 2015 I placed an order for a TuffShed 8'x18' shed with **** ********** a salesman for the TuffShed store in ******* *** to be constructed on my residential property in ***** ******* *** At that time I informed him that it was to be mounted on, and connected to, pier blocks instead of on the ground. I asked him to check with his engineers to determine what type of pier block to purchase and specifically how many pier blocks to purchase to provide proper support to the shed. After conferring with his engineers he advised to purchase pier blocks with wooden tops and to purchase 20 of them, which I did. Shortly thereafter I was in their showroom to finalize the deal and it was agreed that TuffShed would provide all installation instructions and details to their recommended installation contractor and I would negotiate the price. Accordingly, while I was in the showroom, *** ********* phoned the contractor and provided him with the installation details, including details about mounting the unit on pier blocks and leveling the unit. After he spoke with the contractor he confirmed with me that he had provided all details to the contractor, including how many pier blocks were to be placed under each rail of the steel foundation, and advised that the shed components would be manufactured, ready to install and delivered to my property within a few days. As agreed I negotiated an installation price with the contractor, and shortly thereafter the shed components were delivered and the contractor constructed the unit. However he did not properly level the unit and did not connect the unit to the pier blocks. I communicated with *** **** ******** General Manager, and *** ********* requesting that they rectify the situation since they arranged the entire construction and installation with their recommended contractor and initially *** ******* declined. However, after presenting the facts to him as summarized above he emailed me that he agreed and would work out a solution with *** ********** After that I tried numerous times to communicate with *** ******* with no result. Finally he sent an email reneging on his agreement to resolve the situation. At that point, not being a litigious person, I saw no option to me to obtain relief for the problem. Upon further consideration, however, I determined that I owe it to myself, and to the buying public, to report this matter to the BBB and provide these two gentlemen a final opportunity to accept responsibility and resolve the matter in an ethical and satisfactory manner, and especially to honor their written agreement to resolve it.

Desired Settlement: On May 9, 2015 I placed an order for a TuffShed 8'x18' shed with **** ********** a salesman for the TuffShed store in ******* *** to be constructed on my residential property in ***** ******* *** At that time I informed him that it was to be mounted on, and connected to, pier blocks instead of on the ground. I asked him to check with his engineers to determine what type of pier block to purchase and specifically how many pier blocks to purchase to provide proper support to the shed. After conferring with his engineers he advised to purchase pier blocks with wooden tops and to purchase 20 of them, which I did. Shortly thereafter I was in their showroom to finalize the deal and it was agreed that TuffShed would provide all installation instructions and details to their recommended installation contractor and I would negotiate the price. Accordingly, while I was in the showroom, *** ********* phoned the contractor and provided him with the installation details, including details about mounting the unit on pier blocks and leveling the unit. After he spoke with the contractor he confirmed with me that he had provided all details to the contractor, including how many pier blocks were to be placed under each rail of the steel foundation, and advised that the shed components would be manufactured, ready to install and delivered to my property within a few days. As agreed I negotiated an installation price with the contractor, and shortly thereafter the shed components were delivered and the contractor constructed the unit. However he did not properly level the unit and did not connect the unit to the pier blocks. I communicated with *** **** ******** General Manager, and *** ********* requesting that they rectify the situation since they arranged the entire construction and installation with their recommended contractor and initially *** ******* declined. However, after presenting the facts to him as summarized above he emailed me that he agreed and would work out a solution with *** ********** After that I tried numerous times to communicate with *** ******* with no result. Finally he sent an email reneging on his agreement to resolve the situation. At that point, not being a litigious person, I saw no option to me to obtain relief for the problem. Upon further consideration, however, I determined that I owe it to myself, and to the buying public, to report this matter to the BBB and provide these two gentlemen a final opportunity to accept responsibility and resolve the matter in an ethical and satisfactory manner, and especially to honor their written agreement to resolve it.

Business Response: Initial Business Response /* (1000, 11, 2015/08/24) */ Our installer went to the customer's house and installed connectors to help remedy the problem. The customer agreed that this was the best solution and stated that they were now satisfied with the resolution that was used. Initial Consumer Rebuttal /* (2000, 13, 2015/08/26) */ (The consumer indicated he/she ACCEPTED the response from the business.)

8/25/2015 Problems with Product/Service | Read Complaint Details
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Complaint: I purchased shed in 2013,had nothing but trouble with this she first day the built, service after the sale very very poor. i have received poor costumer support after the sale, to this date, she was placed to close to home not,not where I wanted it, should 5 feet from the back yard fence, I have ask for asistanc from the office where I made purchase here in ***** ************* the shed is now leaking there is a discoloration that started from door creeping across floor. I have called and complained at purchase off no, motivation to asist or resolve issue. I want my shed move and any leaks fixed, AS SOON AS HUMANLY POSSIBLE. ******* *******

Desired Settlement: MOVE MY SHELTER TO WHERE IT SHOULD BE AND BY CITY CODE, FIX MY ROOF STOP THE LEAKING.AND IN THE FUTURE BETTER CUSTOMER SUPPORT.

Business Response: Initial Business Response /* (1000, 9, 2015/07/28) */ Our team went and fixed the leak last Friday, July 24th. The shed was previously moved one time before to where the customer specified because the customer said it was not placed in the correct place on installation day. We have the same employee moving the shed as last time to help with the process. We have scheduled for the move to take place on August 5th. Initial Consumer Rebuttal /* (3000, 11, 2015/07/31) */ (The consumer indicated he/she DID NOT accept the response from the business.) TUFF-SHED DID SEND ONE OF THEIR PERSONNEL AS I UNDERSTAND IT THE PERSON WHO PUT THE SHED WERE IT IS AT PRESENT, BUT I WAS NOT HOME WHEN HE CAME TO MOVE THE SHED, I WAS AT THE ** IN ****** ***** I REPEAT I WAS NOT AT HOME, MY WIFE WAS BUT SHE KNEW NONTHING ABOUT WERE I WANTED TO PLACE THE STORAGE SHED, SUBSEQUENT TO THAT, I TRIED TO GET HELP ABOUT THE LEAKAGE, AND MOVEMENT OF THE SHED,I GOT LITTLE TO KNOW ASISTANCE UNTIL I CONTACTED BBB. I TALKED WITH ****** ON JULY 24,2015 I SHOWED ****** THE INSIDE OF THE SHED, WERE I THOUGHT THE LEAK WAS,HE DID SEAL THE TOP OF THE DOOR ENTRANCE, I DO NOT KNOW IF THIS WILL CORRECT LEAKAGE, ISSUE, THEN I TOLD HIM ABOUT WHEE THE SHED SHOULD HAVE BEEN PLACED NOT SO CLOSE TO THE HOUSE AS IT IS NOW, I ASKED HIM HOW MUCH IF NECESSARY TO GET THE SHED MOVE, HE THAT WAS NOT NECESSARY I RECEIVED A CALL ***** HIS SUPER VISOR NOW THEY WANT ME TO PAY 450.00 DOLLARS.IT LOOKS AS IF THIS IS SOME KIND OF REPRISAL, FOR FILING MY COMPLAINT, I THINK THEY SHOULD MOVE THE BECAUSE THE PUT IT THERE IN THE FIRST PLACE, THAT IS MY RESOLUTION, TO THIS COMPLAINT. ******* ******** Final Consumer Response /* (4200, 19, 2015/08/13) */ (The consumer indicated he/she DID NOT accept the response from the business.) the explanation given by the Tuff Shed crew is not 100 percent correct personnel from Tuff shed were here on the fifth, from the time the got here until they left they made excuses about distance of the shed from the fence to the patio i in instructed them to place the shed 5 feet from the back of the fence and 5 feet to the right of the fence all the did was complain about the distance i had the feeling that they did not want to be there let alone move the shed from the time they arrived until the left they made excuses i told them i would contact the city my self about placement,told them i would let them know, and they departed my property.the above statement is true to the best of my knowledge. if you feel you need to close this case do so this is my last reply, i thank you for your time. ******* ******** Final Business Response /* (4000, 22, 2015/08/24) */ We have clarified with the BBB that the building was placed where our crew was told by the homeowner that was present and that the building is still under warranty, but that does not include moving the building. We cannot take responsibility and cover the costs for moving the building again after placing the building where we were told by the homeowner.

7/15/2015 Problems with Product/Service | Read Complaint Details
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Complaint: They do not return my calls regarding warranty repairs. I purchased a shed from the company in March. A screen for the window was not installed and shingles have come off. I have contacted them 6 times in the last 30 days. i either leave a message or speak with someone who tells me I will be contacted by their scheduling department, but I have never received a call.

Desired Settlement: I just want them to provide the products I purchased, honor their warranty, and make necessary repairs.

Business Response: Initial Business Response /* (1000, 10, 2015/07/10) */ All customer issues are resolved Initial Consumer Rebuttal /* (2000, 12, 2015/07/14) */ (The consumer indicated he/she ACCEPTED the response from the business.)

5/18/2015 Guarantee/Warranty Issues | Read Complaint Details
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Complaint: Tuff Shed in St. Louis, MO refuses to replace damaged studs and ceiling joists that were used in the construction of our shed. My wife and I purchased a shed from **** ***** who sent Tuff Shed from St. Louis, MO to build and install it. After it was installed and completed my wife noticed that some of the ceiling joists and studs were damaged (I can provide photos). We contacted Tuff Shed to replace the damaged wood but they said that was nothing wrong with them. So, they refused to replace them. We were told that all sheds have that type of wood damage. Store purchased at: **** ****** ************* ** ****** ******* Sold date: 4/13/2015. Shed building style: SR600. Paid by credit card.

Desired Settlement: All we want is for Tuff Shed to replace the damaged wood.

Business Response: Initial Business Response /* (1000, 5, 2015/04/22) */ Our GM went to the customer's house to inspect the shed and to see if any changes needed to be made. Our GM concluded that the shed was in perfect condition and the concerns the customer has falls under our "what to expect" when getting a building. There is some waned wood and some studs have some bark on the corners, but this is no different from any other buildings we do and does not have any effect on the integrity of the structure. Initial Consumer Rebuttal /* (3000, 7, 2015/04/24) */ (The consumer indicated he/she DID NOT accept the response from the business.) There is mold in the shed and three of the studs are split! All we want is for Tuffshed to come out and fix the problems! Final Consumer Response /* (4200, 11, 2015/04/28) */ (The consumer indicated he/she DID NOT accept the response from the business.) They say that there is no mold, the photo says otherwise! This could make anyone who goes into the shed sick. The company can control the splits by not using damaged lumber. If the shed is covered then company should fix it. We like our shed, we just want TuffShed to come out and fix the problems. We don't want to return the shed but we will if we have to. Final Business Response /* (4000, 13, 2015/05/04) */ At the customer's request, the shed was picked up from the property and they were refunded 100% of their money.

5/12/2015 Delivery Issues | Read Complaint Details
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Complaint: The company hires inexperienced employees that give a "professional" advice on building their sheds and their permit requirements. When we signed the contract with the company, we talked to their new employee (*****), who seemed to have not enough knowledge about their products and services. To answer most of our questions, she had to look them up in their brochures or leave the room to ask somebody else. When we were discussing the size and location of the shed, she assured us that we don't need any permit with the city. We thought we were talking to professionals, who know the business very well. Even their website ************************************************************************** states: "One of the benefits of purchasing a building from a TUFF SHED factory direct location is the access you have to our building professionals. Our sales consultants can help you understand what types of buildings typically require permits, how the permit process works, and even help you obtain those permits." We spent $4,500 on a new shed, but soon we found out that the location, where it was placed was not compliant with city; however, we discussed in details, where we want to place the shed and even drew the property location on the original contract. Nevertheless, the company contractors built the shed on our property and never told us that its placement will raise issues with the city. Then we also found out it had missing shelving, which we requested as well. We thought, we talked to people, who have many years of experience in business, but they didn't handle the case properly. They didn't warn us to check with the city first, they just accepted our payment and blindly built the shed out of compliance. On top of that, I contacted them many times to help us with the case, but they lost interest in helping us. First they offered to help us sell the shed (with a loss) on Craigslist, which didn't happen. Then they told us that we will be contacted by **** to help us resolve the issue. After several phone calls to Tuff Shed manager, we finally met ***** however, he was just a contractor from a different company, who builds sheds, who gave us a price to disassemble it and build (with physical damages to the structure) for $1,500. We are now in a tough situation with the city. We had to make major changes in landscaping in our backyard and build a retaining wall for a new location of the shed. Now we have to either disassemble the shed and build it back (and repair) on its new location or use a crane to place it over our house to our backyard with a risk to damage our driveway or house. The shed will costs us $8,000 and its original intended use will be lost.

Desired Settlement: We are requesting the company to either pay us for all the damages (to the shed, our property, and for the construction in our back and front yard, which is so far about $3,500) or give us a full refund for the product. We would also accept a new shed build directly in our backyard, assuming the current shed will be removed by the company.

Business Response: Initial Business Response /* (1000, 7, 2015/03/26) */ This customer was sold a 12x10 structure which is within the maximum allowed in the city of San Marcos. We did not do a site inspection as we were under the impression there was no issue with the setbacks and put the shed where the customer requested. The customer then calls us a few weeks later stating that it is within the setbacks, we then immediately sent **** ****** out to inspect the issue. **** recommended spinning the shed, which we would do for free, which would get them out of their setback issue. The customer refused that idea, we then suggested the back yard and were told that "the whole yard is landscaped and we don't want it back there. We kept contact with this customer the entire time, **** spoke with her at least 5 times through this whole process. The customer then decided to put the shed in the yard and wanted someone to give them a price to build a level area in the yard, we send **** with ******** construction to give her that price. She did not like the price and that's the last we heard from her. The simple solution was to spin the shed 90 degrees but the customer was not open to that idea. The customer told my sales rep that they did not want the shelving and paid for the shed based on an invoice which did not have shelving on it. The customer called me after the install to complain about ***** and ask why she missed the shelving. At that time I apologized to her and I gave her 1/2 off of the shelving price and did not charge her delivery to come back and install the shelving (this was about a $160 value). There wasn't a time throughout this process that we did not keep contact with her, we responded to every issue that she brought up and were always available to help. Initial Consumer Rebuttal /* (3000, 9, 2015/04/08) */ (The consumer indicated he/she DID NOT accept the response from the business.) The comment "We did not do a site inspection as we were under the impression there was no issue with the setbacks..." is very confusing. What does it mean "under the impression?" We were asking the Tuff Shed specific questions about the shed and city requirements. The employee said that she was only aware of the shed size and didn't even make us think there would be a problem with the placement of the shed. Moreover, we didn't even know there was front setback requirement (it was our first time buying a structure like this) and that was why we wanted to know from a specialist. As we stated before, their website says that Tuff Shed employees are specialist in that area. Spinning the shed didn't help. We met with city officials and looked over the official plan of our property. Either angle or direction we would spin or move it, we violated the requirements (from the neighbor's property, house distance, or front setback). We have numerous conversations over email we can provide. We also had many phone conversations with them. They know us by name. There was no location, where we could put it. There was no such thing as "refusing the idea." We specifically wanted to put the shed in the front of our property to have an easy access for our outdoor/camping equipment, electric generator, large unused appliances, etc., which didn't fit in the backyard due to a small space between the house and the side of the property. We discussed this with the Tuff Shed employee and that is why we purchased the shed. If we were told it couldn't be placed in the front of our house, we wouldn't purchase it. As we stated in our previous comment, we had to invest a large amount of money to remove the shed from the front of the property, such as, cutting a hill in the backyard, building a retaining wall complying with the city code and had a crane to place it there. The purpose for the shed was completely eliminated, since we couldn't store any of the items there. We had to work very hard to have it out of the front property to comply with the city. We couldn't use Newcoast company to take it apart, because the shed was made very fast with nails only and not screws and once it would be disassembled, it would be damaged, especially the roof. We also wanted to have shed shelving right from the beginning. We toured the company shed displays and discussed in details the placement of the door and shelving and told the employee that we want ours to be exactly the same. The representative didn't include it in the quote, as well as she misses some details of the quote, which required us to come back to complete the paperwork on a different day. We believe that a company like Tuff Shed, with years of experience in the industry, should have a better way to go over project details with their customers and should discuss city requirements. If they don't want to be responsible for issues like that, they should make their customers sign a waiver that they are responsible for city requirements or other issues associated with shed placement and that it is their responsibility to research everything before signing the contract. Since this didn't happen, we believe it was fault of Tuff Shed company and they should refund us the money for all the hassle and troubles around it. Final Consumer Response /* (4200, 13, 2015/04/16) */ (The consumer indicated he/she DID NOT accept the response from the business.) Based on reading the response we are convinced the company does not keep accurate records or their employees provide false information in this case. Here is what we have to say to their response: 1. The sales rep did not talk about setback requirements at all. If we would know there was a possibility of violating such requirements, we would definitely check with the city of San Marcos first before we would sign their documents. Moreover, we felt pressured to make the purchase on the day (12/24/14), because we were told we could take an advantage of a discount, which won't be available when we come back. We strongly recommend the company gives their customers a waiver to sign it is their responsibility to check all the requirements and Tuff Shed should change their statements on their website "One of the benefits of purchasing a building from a TUFF SHED factory direct location is the access you have to our building professionals. Our sales consultants can help you understand what types of buildings typically require permits, how the permit process works, and even help you obtain those permits." (http://www.tuffshed.com/help_articles.cfm?CategoryID=service&ArticleID=3). Based on the mishaps with the original paperwork (where we had to come back to sign a page that the sales rep missed during the first meeting) and her unresponsiveness to our initial phone calls with our concerns, we can definitely say, there was a lack of efficient training of this Tuff Shed employee and company customer service. The fact is there is no such evidence that this information was provided to us. 2. We would also like to see evidence of the shelving install. Nobody came after the original install to build the shelving for us. Again, there is no proof it was done and any kind of such documentation is false (including the payment of the discounted price offered). 3. Originally, we wanted Tuff Shed to take the shed back. We wanted our money back, but we were told the shed was custom built and impossible to take back. They offered to help with the resale, but that didn't happen. This offer was also very superficial. They told us they would take pictures for us and place an ad in Craigslist, which didn't happen anyway and it didn't help with the fact we would have to sell the shed with loss and miss a city deadline for the shed removal. The fact is, we were not satisfied with the product, the service and entire sale process and we wanted our money back already 5 days after the installation, when the Code Enforcement representative came to our house. 4. After the company refusal to take the shed back, we could not explore the option to relocate it to the backyard due to all the extra and very costly construction that would have to be done before placing such a structure there and a tight timeline set by the city. We didn't purchase the shed for our backyard and we had no intention to buy one there. 5. We would have to pay much more for the shed relocation by taking it apart (which would also include a brand new roof installation) than if we would pay for a company to remove it by a crane and keep it all intact. The sub-contractor offered us $1600 just to take it apart and put back together. We were left alone to deal with the problem. The truth is, we wanted our money back based on the fact we were falsely informed during the signing of the contract. 6. We are glad to see that Tuff Shed is finally giving us the following option: "We could have easily just removed the shed and sold it ourselves if the customer absolutely didn't want it." We ABSOLUTELY didn't want the product to begin with. This option was NEVER offered to us. If they would offer us this option, we would definitely let them do so. I called **** ****** many times to remind him the violation deadline is approaching and if he has something to offer. No such option was offered to us. We waited for a miracle to happen and hoped they will just take it away. *** ****** didn't send anybody to our house until after we officially violated the correction date. 7. The cost that we acquired to remove the shed and place it in the backyard doubled the original price of the shed. If we would want a shed in a backyard to begin with, we would purchase a shed of a smaller size, lower quality, and only if it would not require all the extra construction and landscape removal. We would not need an extra security option for the shed front door and the entire shed would cost one quarter of the Tuff Shed price. Now we have a large structure in our backyard that lost its intended use, which cost us $8500. We wish the company would work with us right from the beginning. The sales pressures and the lack of customer service put us in a financial strain that could be avoided. For that, the refund sounds completely plausible, considering all the extra cost and frustrations we had to go through. In summary, we were misinformed during the signing of the contract, we didn't want the product and we were left alone to deal with the issue. Final Business Response /* (4000, 15, 2015/04/30) */ We had a new GM start at this location so he is taking over from where the previous GM left off. He is going to work with the customer and follow up with the BBB upon doing so.

5/11/2015 Problems with Product/Service | Read Complaint Details
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Complaint: June 5, 2014 contacted company for quote October 29, 2014 installation attempted, very poor installation Since then they are not returning my calls I purchased a home with a TuffShed in the yard. The doors were rotting. Although the shed was within the 7 year warranty period, the company told me that the warranty was no longer valid since I was not the original owner. On or about June 2014 I requested a quote to replace the doors. I sent them the shed serial number, pictures of the doors and received a quote to replace the 3 doors with the company standard 7 year warranty. After numerous calls and emails they finally scheduled a time in October to replace the doors. I asked if they needed to come out to measure the doors first, but they said they did not have to because they had the dimensions from the serial number. They showed up to replace the doors, but the doors they brought were not the correct size. The appointment to install the correct size doors was made and the installer arrived, approximately mid October, but with inadequate equipment and tools. A saw was borrowed from a neighbor and the doors were installed. I was not happy with the installation since there were jagged cuts, uneven cuts and the doors were not properly aligned. The doors were difficult to open and close and there were gaps where light could be seen coming through when previously with the old doors there was no light coming through at all, the doors were properly aligned, easy to open and close and evenly aligned. We discussed the jagged cuts and uneven alignment and poor fit. The installer assured me he would be back to fix the doors and correct the issues. Since then I have been calling and emailing and I never heard back from him or anyone from this company. I do not know what else to do. I just want my doors fit properly and evenly. This is ridiculous. I have been more than patient with this company and I do not know what else to do. Can you please help me? I cannot have openings because water may get into the shed and prior to these doors the old doors were water tight and properly fit. Whatever help you can provide would be tremendously appreciated. The names of people I have contacted are: ******* ****************** **** ** ******** ****** Denver, CO XXXXX ******** *********** ****** **** **** ******************** ********@TUFFSHED.COM X-XXX-XXX-XXXX Ext **** Fax XXX-XXX-XXXX ***** ***** ******* ******* ***** ******** *** ****** ** ****** ** XXXXX ****** (XXX) XXX-XXXX ******@tuffshed.com **********@tuffshed.com

Desired Settlement: Pls fix my doors as agreed to and as paid for!

Business Response: Initial Business Response /* (1000, 5, 2015/04/24) */ Our GM said we sent some people to the customer's building and re-installed the doors. The customer seemed to be satisfied with the work that was completed.

5/1/2015 Problems with Product/Service | Read Complaint Details
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Complaint: Shed door will not shut. Can't get anyone to fix my door after 6 weeks. I bought a tuff shed at **** ***** about 3 months ago. After 1 month the door would not shut or lock. I called their sales Representative who said she would get someone out to fix it. After a week without a call I went to **** ***** and they said they would get someone to call me. Another 2 weeks go by without a call. I went back to **** ***** and they called Tuff sheds representative again and I talked go her, she gave me a number to call in ******** ***** When I called them they said they would have someone call me and set up an appointment to come out and fix the door. Another week and not 1 call. I paid over 1700 for the shed and I can't shut or lock the door, and they won't even call!

Desired Settlement: All I want is to have someone come out and fix my door. A phone call would be a good start!

Business Response: Final Consumer Response /* (2000, 11, 2015/05/01) */ They finally came by and fixed the door on 4/27/15.

4/27/2015 Problems with Product/Service | Read Complaint Details
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Complaint: a list of errors in installation have been listed with home depot and Tuff Shed. The building was purchased at Home Depot and installed by tuff shed. floor where it meets the wall leaks , accumulates water. window leaks, wall where it meets the "gable" leaks, pictures have been sent to Tuff Shed.

Desired Settlement: refund of 2000.00 to make repairs

Business Response: Initial Business Response /* (1000, 8, 2015/03/16) */ The GM is still working on resolving the issue with the customer. We will update further upon progressing through this issue. Initial Consumer Rebuttal /* (3000, 10, 2015/03/28) */ (The consumer indicated he/she DID NOT accept the response from the business.) We are still working on a resolution Final Business Response /* (4000, 14, 2015/04/13) */ Tuff Shed was not the cause of the poor construction practices on the building. The cause of the problems was poor installation of vents that was done by others. There was also a hole in the floor that was created by cats while housing them. This building does not fall under our warranty because the customer was not the original owner and it was a "discounted display" building. Tuff Shed still sent out a crew as a gesture of goodwill because the building is used for pet rescue. Between labor, materials, and travel, Tuff Shed performed worked that totaled more than $1,000 at no charge to the customer. I have also included some pictures and our warranty.

4/27/2015 Problems with Product/Service | Read Complaint Details
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Complaint: Customer service was unethical, misleading, deceptive and manipulative. I have bought two Tuff Sheds. The second shed I requested a change to the original order. The initial phone call I had communicated that I wanted to change the color of the shed. The Tuff Shed representative (****) said he could make the change. I then called again in March 2015 to confirm the changes. The individual (a new guy) stated he was new and that the changes were in the system and were going to be completed. The Tuff Shed Rep. came out and completly ignored the change request. My wife stated that I had called twice and that the paint color would be completed. When I called in asking why the color was not changed they said they had no record of me calling. However, they could make a change in color at an additional charge. I asked why they don't document when customers make changes, and **** started agressively asking who I had talked with. I stated, "I didn't know". He acted like he didn't know who I had talked with and that there was no documentation that I had called. Later in the conversation he let it slip that I had talked to a guy named **** and that in fact they knew I had called thru hearsay. I then asked him if he already knew the situation and who I had talked with why was he trying to act like he didn't know. This is deceptive, unprofessional, misleading and unethical. I had told him that I would contact the hq and BBB and that they should not be treating customers like this. At this point the only resolution is they paint the shed the color I wanted at no cost. **** did not want to admit they made a mistake and was very rude and aggressive. In addition, the shingles are crooked.

Desired Settlement: paint it the correct colors at no cost, document when customers call in and to not be deceptive and act like they don't know what the customer is talking about. To not install crooked shingles.

Business Response: Initial Business Response /* (1000, 5, 2015/04/22) */ To Tuff Shed's knowledge as of April 17th 2015 all the customers concerns have been addressed. Tuff Shed has attempted to follow up with ******* twice. We have left 2 messages requesting a return call. The messages were left on April 22nd and 23rd. Tuff Shed is considering the issue resolved. Initial Consumer Rebuttal /* (2000, 7, 2015/04/26) */ (The consumer indicated he/she ACCEPTED the response from the business.) Tuff Shed assured me that they will internally handle the lack of customer service and ethical behavior. Based on the immediate response and desire to make things right. I believe this may have been a rogue employee who doesn't represent to mission and values of the organization.

12/8/2014 Billing/Collection Issues | Read Complaint Details
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Complaint: I hired Tuff Shed to move our shed. The driver hit a gate with his trailer and my shed causing damage to both the gate and retaining wall. I hired Tuff Shed to move my storage shed on 4/21/14. While exiting the property where my shed was stored, their driver hit a gate with both the corner of my shed as well as the right rear corner of his trailer. There was damage caused on both the gate and a cinder block retaining wall that the gate was attached to. Evidence of this is paint transfer that was left on the gate itself, additionally the actual impact was witnessed by the property owners wife. The damage to by shed was that 2 pieces of corner trim were nearly pulled completely off. Upon arrival at the new site, the driver was able to re-attach the trim back on the shed. Shortly after the drive left my site, the property owner contacted me stating that the driver had hit the gate and caused damage. I responded, took photos and contacted Tuff Shed. Manager *** ****** responded out at a later date to look at the damage. According to the property owner, Mr. ****** began to deny that the damage was his responsibility and refused to cover it. I have made a couple additional calls to Mr. ****** where he stated to me "I'm not denying the fact that the damage was caused by my driver". We both agreed that I would go back out and re-assess the damage and to get back in touch with him so that we can resolve the issue. Since that time, I have made numerous attempts to contact Mr. ****** and have also left numerous voice mail's with no response. It is evident that Mr. ****** is avoiding the repair of damage that was caused by his Company Driver. I purchased my shed new from this company in 2013. Furthermore, I promptly paid their invoice# XXXXXX for moving my shed on 4/21 in good faith in the amount of $250. The damage to the property in question is minimal and would most likely cost Tuff Shed less than $300 to repair. Unfortunately Mr. ****** is not acting in good faith to respond and repair damage caused by his driver.

Desired Settlement: Tuff Shed needs to repair the damage that they caused and replace the damaged gate and cinder blocks as requested by the property owner.

Business Response: Initial Business Response /* (1000, 5, 2014/11/26) */ Our GM reached out to the customer a couple times and had multiple conversations with him to resolve the issue. Our GM did not believe we caused the full extent of the damage that was reported but offered the customer a $250 refund in good faith because we did cause some of the damage. The customer accepted the offer of $250 as compensation. Initial Consumer Rebuttal /* (2000, 7, 2014/12/05) */ (The consumer indicated he/she ACCEPTED the response from the business.) This resolution was satisfactory to the property owner who suffered the damage. The check was received and turned over to the property owner.

11/4/2014 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: Unresponsive and disinterested sales team, poor customer service, botched install, unwilling to discount for poor experience. I am a previous customer of Tuff Shed, and while my first experience was seamless, my dealings with the location in Phoenix, AZ on ****** *** have been beyond frustrating. First I had to deal with an unresponsive sales person. On a Saturday I picked out a tuff shed, and the salesman asked that I return some measurement details to him so that he could customize. I returned this information via email to him in a timely fashion, but 2 weeks later had heard nothing. After I made 2 phone calls and sent 2 emails I finally heard back from him, and after taking my information, he emailed a "quote and builder helper". The information contained was wrong, and had the door facing the wrong direction - thank goodness I caught it! After getting the order right the salesman scheduled me for install and delivery on a Friday. I made it clear to him that the ONLY time I was unavailable was from 1100-1. The day before delivery I received a phone call confirming my installation, from 1130-130. I repeated the information of my unavailability, and the customer service agent on the phone said that I could reschedule for a 20% fee. I refused to pay the fee, and after threatening to cancel was appeased with a new install time. The installers were on-time, but botched the install, forgetting a window that was to be included. Per the installer, he could not include the window because it would compromise the structural integrity of the wall. I called TuffShed to report the botched install and all of my other frustrations to the GM and was met with indifference. He discredits what the installer said about structural integrity, and now has me scheduled for a window install next week - which understandably has me concerned. He's "sorry" for my frustration, but is unwilling to compensate me for it. I asked for a discount based on my miserable experience, and he said one wasn't warranted, and that mistakes happen, that they don't guarantee the process, only the finished product. I am still interested in a discount based on my poor experience. I have to date paid approx 50% of the agreed upon price: $2,340 and change. I'm not expecting a 50% discount, but think that 15%-25% is warranted, in addition to making the work right. That makes the requested discount $350 minimum. I NEVER SIGNED A CONTRACT, and so believe I am within my rights to withhold the entire balance owed, but I only want what is fair. Until and if the TuffShed in Phoenix on ****** makes this right, I can only offer the following advice: For anyone considering a TuffShed: absolutely buy one... from a DIFFERENT location. Unless you're looking for unresponsive and detail-lacking salespeople, poor customer service, botched installs, and most upsetting: a GM unwilling to make right his organizations wrongs: stay away.

Desired Settlement: Seeking a discount of 15%-25% of sale price: $350-$585.

Business Response: Initial Business Response /* (1000, 5, 2014/10/31) */ After due investigation, salesperson reports that customer was very difficult to get in touch with during the sales process, at one point telling the salesperson that he(the customer) was so busy he had missed multiple phone calls just talking to him for 5 minutes. Salesperson has been counseled on making continuous attempts at contact in these situations in the future. Our company's procedure was followed properly by the salesperson forwarding a copy of the layout for verification as phone communication can lead to misinterpretations regarding door and window placements. Customer noted that the door was on the wrong wall and the layout was revised and subsequently approved. Customer was too busy to meet with salesperson in person so everything had to be done by phone or email. Customer was told at time of scheduling that a specific arrival time could be requested on the day of install but not guaranteed. When contacted the day before the install and informed of an arrival time, which conflicted with his wife's appointment, he was quite upset yelling at both the admin and the production manager. Resolutions were proposed and rejected. Despite the difficulty of rearranging the contractor, restacking the loads and forcing the installer to make special accommodations related to the routing for the day, we were able to accommodate the customer without charging rescheduling fees. Due to a mix-up in the prefabrication department a window was not framed into the wall and this was not caught in the normal course of QC. On the day of install, the installer did not have the extra materials on site to frame in the window and the customer got the incorrect impression that it could not be done without compromising the structure. We immediately made arrangements to take care of the issue the very next business day. The window was framed in and installed without incident the next business day and the customer's wife is reportedly very pleased with the result. Customer did speak with the GM on the day of the install, was thanked for his feedback and informed that the information would be used to train our salespeople but was told that we do not give discounts in these situations. Initial Consumer Rebuttal /* (3000, 7, 2014/11/04) */ (The consumer indicated he/she DID NOT accept the response from the business.) I cannot accept this response. The business claims that I was hard to get in touch with, but I have emails soliciting the salesperson for updates. Errors made by the business, though corrected, added time and unneeded stress to the transaction. Though the business offers discounts to incoming and new customers - as made evident by their website advertising - I'm disappointed that no discount is allotted for failing to meet base expectations. Today I'm paying my outstanding balance to make good with TuffShed, but sadly this experience will keep me from ever buying a Tuffshed again.

10/20/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I signed a contract and paid a deposit to Tuff Shed Inc. for a garage. I was told it would take about 3 months. It's almost 7 months and no garage. On 12/17/2013 I entered a contract with Tuff Shed, Inc. to build an attached garage. The full price was $22,257. On 12/19/2013 Tuff Shed withdrew the $7,300 deposit from my bank. *** ****** visited my property, handled the sale and has been my sole contact. His estimate was about 3 months to completion. It has been almost 7 months and no garage yet. He has given me no credible excuse for the delay. The only evidence of work done was a preliminary drawing that did not include a plot plan emailed to me on 4/19/2014. He sent an updated drawing on 7/3/2014. The contract details are as follow: 1. Tuff Shed, Inc., Store 50 2. **** **** ****** **** ******** AZ XXXXX 3. Arizona Contractor License # XXXXXX 4. Phone XXX-XXX-XXXX or 1-800-BUY-TUFF 5. Fax XXX-XXX-XXXX 6. Customer Number XXXXXXX 7. Work Order Number XXXXXX 8. Sales Order Number XXXXXX SO 9. Delivered Price $22,257.00 10. Deposit $7,300.00 11. Sales person is Mr. *** ****** *************

Desired Settlement: Complete this project as soon as possible.

Business Response: Initial Business Response /* (1000, 5, 2014/07/15) */ Customers building has been delayed due to numerous factors. However, permit for the building was finally approved by the County on 7/15 enabling us to move forward. Final completion will now depend on the availability of the concrete contractor. This project is being closely monitored by the General Manager. Initial Consumer Rebuttal /* (2000, 7, 2014/07/17) */ (The consumer indicated he/she ACCEPTED the response from the business.) I have now seen a drawing that features a building permit stamp added. It does not completely comply with the Scope of Work Agreement. I recognize that this is a new issue that needs to be addressed and hopefully resolved. However, for the original complaint, for now, I accept this as evidence that the project is moving forward at long last. Consumer Response /* (3000, 14, 2014/08/08) */ I wish to reopen my complaint with Tuff Shed (XXXXXXXX). The foundation was completed. However, construction has now been stopped. The drawing and engineering was done for a roof that is not compatible with the existing dwelling to which it is to be attached. It does not comply with the Scope of Work Agreement. Tuff Shed has recognized this and have assured me that they will resolve the issue. However, I have been given unfulfilled assurances that they're working on it for nearly eight months. A job that I was told would take three months at most. What has been an inconvenience for me has now become an eye sore for my neighbors. I have no way of knowing that they won't take another eight months no matter what they tell me. Business Response /* (4000, 16, 2014/08/12) */ Revised engineered drawings are being worked on by our corporate team in cooperation with the truss design company. A resolution to the eave problem is expected this week. We already have plans to walk the newly revised plans personally through the building department and can begin construction within a week of having the revisions approved. Customer should feel free to contact the General Manager at the Phoenix office if he has any further questions or concerns. Consumer Response /* (4200, 18, 2014/08/13) */ (The consumer indicated he/she DID NOT accept the response from the business.) I do appreciate that Tuff Shed seems to be showing due diligence at long last. However, the primary complaint is not about how they are behaving. It is about being five months behind schedule and counting. Each day that this contract is not complete is another day in which Tuff Shed is delinquent. I will not drop the complaint until the job is done. Business Response /* (4000, 20, 2014/08/21) */ The new plans are in and submitted, salesperson is in regular contact with the customer. We are prepared to begin construction quickly once final approval is given by the building department. As always, customer is welcome to contact the General Manager at the Phoenix office at any time. Consumer Response /* (4200, 22, 2014/08/31) */ (The consumer indicated he/she DID NOT accept the response from the business.) As I wrote before the issue to which this complaint has been made is the failure to deliver within a reasonable time frame. I was given a reasonable estimate of three months. It is now more than eight. And even if all goes as well as you say it will take nine months. None of this delay is due to me, the county or weather. Business Response /* (4000, 25, 2014/09/04) */ Our GM is waiting on the final approval from our building department to proceed. Consumer Response /* (4200, 27, 2014/09/13) */ (The consumer indicated he/she DID NOT accept the response from the business.) I appreciate the information and am hopeful that all is being done to complete this project. However, it is now six months overdue. My complaint remains as is. Business Response /* (4000, 29, 2014/09/17) */ Our salesperson is making what we hope to be the final adjustment and submission to the building department on September 18th. Consumer Response /* (4200, 31, 2014/09/27) */ (The consumer indicated he/she DID NOT accept the response from the business.) I appreciate the information and am hopeful that all is being done to complete this project. However, it is now more than six months overdue. My complaint remains as is. Business Response /* (4000, 33, 2014/10/07) */ Our GM is waiting on getting the revisions back from the county. He let me know that they are following up constantly.

9/29/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: purchased tuff shed at ********** *** ** ***** ******, ***** **** onmay 2014. was told built on site shed. was not told was kit have already after onl purchase date 05-03-2014 model promo 4/24-5/14,14/14 3 edition building keystone series amount was 1,229.00 contacted home depot corporate talked to home depot corporate office at XXX-XXX-XXXX with *******. so far tuff shed has made my shed worse with warranty work.

Desired Settlement: i was sold a shed built on site not a kit. it is to be level and in good working order since I got a kit and they cannot get in working order I want a refund.

Business Response: Initial Business Response /* (1000, 8, 2014/09/16) */ **** ***** is handling this matter.

9/22/2014 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: My wife and I bought a 12 x 24 (288 sq. ft.)at the cost of $9361.22 from tuff shed through Homedepot. We got poor customer service, workmanship and the design of the building was badly under built. After the shed was built the general manger and I agreed that he would refund the cost of paint $475.00 because of wrong door placement, reinforce the floor because of too much flex in it, receive touch up paint, install missing building hold downs and call the shed in for inspection so I could start using the shed. Two weeks later, nothing was done, I called the general manger and he said: "The guy is coming out this week to finish up what we agreed to and the refund for paint will be refunded soon". The next day or so I came home and the hold downs were install, but they looked awful, then after six weeks that's all that was done. I got tired of waiting around and since Tuff Shed had put the permit in my name, I decided to call the inspection in myself. During the inspection, I asked the inspector a few questions and this what I found out. Because the shed was a site built, there is a list of inspections that need to be done and they need to be inspected before going to the next phase of building, he could have me take the shed down. Then I asked: " Why is there flex in the floor?" His answer was " The floor has a large span on it (24" on center) with no center support and no real foundation system, the building was designed for light storage or for agriculture use only and not for use as a legal living space, there a different building codes for that." We then found that the rafters weren't built to design too. The inspector gave me a not ready inspection. The shed is not built to a living space code and we were led to believe we could legally finish it and do so. Also we never were told, read, signed anything or agreed that the shed could be used for storage or agriculture use only. We feel this design is very poor and we have more problems then we can list in this complaint. Product_Or_Service: 3/1/2014 Account_Number: XXXX-XXXXXX

Desired Settlement: DesiredSettlementID: Refund I had the General Manger come out to look at the building plans. I told him that we were led to believe many times that the shed was built to the same standard as a site built house. He said, "THAT IT IS BUILT TO THE SAME CODES AS A SITE BUILT HOUSE". Then I showed him the plains that said,"for light storage or agriculture uses only." He then said, "YOU ONLY BOUGHT A STORAGE SHED." Because of all the distrust and poor design I would like a refund and have the shed removed from my property.

Business Response: Initial Business Response /* (1000, 10, 2014/06/26) */ Tuff Shed builds shed and garages. We do build recreational building that are a custom build with unique plans and specifications per the individual municipality jurisdiction. Mr. *** bought a TB800 on of our base shed model. But some where in the sales conversation with MR *** stated he wanted a habitable building but we missed this detail. Tuff Shed at our expense will refurbish his building and acquire the proper permitting to bring Mt ***'s building up to his expectations. We are in direct communication with Mr *** and we he has allowed us to refurbish his building on the agreed timeline. Consumer Response /* (3000, 17, 2014/08/06) */ Tuff Shed Management staff came out and looked at the shed agreed that the shed had problems, but they refused to refund us your money. They did promised to repair the shed and have it all done by Aug. first. When they came out they tore down the first shed, because it wasn't repairable due to the poor design and workmen problems. The second shed is still not finished and they missed there dead line to finish. They have been working on the shed, but due to long list of poor workmanship problems and other mistakes, they had to redo a lot of work. Right now, I have no roof on the shed due to the fist roof having wrong shingles and high spots. Then they put another layer of shingles over the first layer, but they laid the singles wrong and still had high spots. They striped the roof off completely and started to do the roof again when they found out that the rafters that was causing the high spots. Then it rain and flooded the shed because no one trapped the shed. I still don't think the sheeting for the roof is flat, but for now I asked Tuff Shed not to finish the shed, due to all the poor workmanship problems my wife and I had to suffer through. I really don't know what's going to happen now, but I do have to ask, why do I have to suffer? I paid them to built a shed for me and they act like they are doing me a favor. I wouldn't recommend Tuff Shed to any one. Business Response /* (4000, 19, 2014/08/19) */ Our manager is currently waiting on the customer and **** ***** to negotiate a settlement so he knows the best way to respond to the customers issue. Consumer Response /* (4200, 21, 2014/08/20) */ (The consumer indicated he/she DID NOT accept the response from the business.) Tuff Shed refused to have the rework on the shed repermitted and wouldn't even talk about all the water damage to the shed. I talked to **** ***** customer rep. **** M. and he sent me a e - mail that basically says that **** ***** wants me to sign off all my rights before they will let Tuff Shed finish the shed. I refuse to sign the wavier, there is no clear benefit to me to sign. No where in my contract that states that I have to sign a waver to give all my rights away. **** ***** and Tuff Shed will not agree to what repairs that need to be done or what they will do. The shed has suffered a lot of water damage because Tuff Shed had left the roof uncovered. Tuff Shed did come out and trapped the shed, but the trap has blown off. I have e-mailed Tuff Shed and **** ***** about the trap and let them know that I don't have the means to trap the shed. I still have not got a response about the water damage or putting another trap on it. Now the shed is even more water damage. Everything that's has happen so far makes me think that Tuff Shed really has some poor business ethics. Business Response /* (4000, 23, 2014/09/04) */ Last week, the **** ***** offered the customer a full refund and the removal of his building as he requested to the BBB, however, he now has changed his mind wants to keep the building and is no longer corresponding with them. He said that he has an Attorney and will resolve it with **** ***** through the legal channel. Our GM followed up with HD again this morning and they still have not heard from him since last week.

8/1/2014 Problems with Product/Service | Read Complaint Details
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Complaint: The salesperson showed us one door and delivered a totally different door that did not fit our needs. First off the four day delivery is a lie it took them over three weeks to deliver the shed. It took them over a week to install it correctly. Best of all when you order something they deliver something totally different and charge you extra for it. We ordered custom doors for our doggie doors to be installed easily. So our working dogs can have a warm place in the winter. The salesperson walked us around and showed sheds and different types of doors. He showed us a house door that would work perfectly for dog doors. But told us they were extra so we paid extra. But never got the doors instead we got the standard doors that don't fit the doggie door and now we have to pay every time we want to install a new doggie door. Because they require special installation. When we called and talk to the owner (****) he said he didn't really care what the salesperson told us. He told us to live with it or return it. How are you supposed to return a tuff shed? Especially since we wanted it as soon as possible because we were building the kennels around it and had a ready paid for the kennels to be installed and they were attached to the shed. He told us he could replace it with the more expensive shed because the extra doors that we purchase didn't fit the shed, we had. I really wish the salesperson would've told us that. But I guess all he cared about was making a sale. We asked them to discount the shed appropriately. He said it wasn't going to happen. So we disputed the extra charge with our credit card company they totally agreed with us and refunded part of the money. So what does Tuff Shed do they put it on my husband's credit report. my husband has a perfect credit score except this charge. A week ago I called corporate to complain a lady in customer service named ***** said that she would forward it to the general manager and the corporate office and somebody would call me back that day. Today a week later **** called me back from billing saying that I needed to pay the collection. I told him that they did not deliver what they promised but he really didn't seem to care I guess that's just the way touch it does business. We paid for something but got something completely different and they wanted us to pay more to get exactly what we ordered. I feel that we should get a full refund for the trouble it made for us. We have to pay a handy man every time we want to install a new dog door. We are now having to pay an extra 2% on our mortgage because of it being on my husband credit report. I feel they of needs to remove this from his credit report as it this was their mistake.

Desired Settlement: I feel that we should get a full refund for the trouble it made for us. We have to pay a handy man every time we want to install a new dog door. We are now having to pay an extra 2% on our mortgage because of it being on my husband credit report. I feel they of needs to remove this from his credit report as it this was their mistake.

Business Response: Initial Business Response /* (1000, 6, 2014/06/11) */ Our GM says the customer received what they ordered. The customer signed the sales order that said shed doors are to be installed, not house entry doors, as the customer states. The sales rep is very experienced and the doors the customer wants does not even fit on the style of shed they ordered. When offered a rebuild with the house entry doors the customer denied it. The customer was then offered additional security hardware and the customer denied it. Since the completion the GM offered to remove the shed and give a full refund and the customer denied it. It is the stance of the GM that the customer received what they paid for and are in possession of an unpaid shed. Initial Consumer Rebuttal /* (3000, 8, 2014/06/16) */ (The consumer indicated he/she DID NOT accept the response from the business.) First off the shed is paid in full. If we did sign something with the sales agreement we didn't understand as it has numbers and weird words. We trusted the salesperson to do their job and tell the truth. We were working on a timeline as we had explained to the salesperson obviously he decided to take advantage of it, we had contractors hired to build welping boxes inside the shed. By the time they offered to remove it, the boxes had a ready been built. It cost us over $1000 to build them. The salesperson said okay to everything and then obviously ended up doing what he wanted. They never offered to put house doors on the shed because the had known they couldn't but they did offer us to buy a more expensive shed. After the fact which was ridiculous. The salesperson was either a liar or completely incompetent. How do you people sleep at night?! They did not offer those things! Because there was absolutely nothing they could've offered us that would fix the problem with the shed. Because the large barn doors had already been built and if you put house doors on, it would leave large gaps. So I don't know what kind of security hardware they're talking about. The only way to fix this problem was to discount the shed to pay for the mistake that they made. Which would cover our costs of having the contractor put in the doggie doors in a special way and coming back every time we need new doors put in. Our credit card company obviously agreed with us by allowing us to dispute the amount we thought was appropriate. But when they end up putting it on my husband's credit report we had to pay it info full. Which I think is completely unfair. For all the problems and headaches they gave us I believe we should be compensated appropriately. Final Business Response /* (4000, 15, 2014/07/18) */ Our GM sent the sales order, sales quote, and our Builder's Helper form showing the customer was not charged for custom house doors. The sales order form shows the option to have an additional 3x6 door for $200 but there were no charges. Our sales rep went over all the options and building layout with the customer, as well as one of our office staff members prior to installation. Nothing was ever mentioned about custom house entry doors, which would have involved an upgrade on the shed. The reason the case was turned over to a collection agency is because the customer was not cooperating with our GM and would not discuss possible resolutions. Final Consumer Response /* (4200, 12, 2014/07/07) */ (The consumer indicated he/she DID NOT accept the response from the business.) I do not accept a resolution because there was no resolution given in the response. It is not my fault they hire incompetent sales people. The product is not as described. (or should I say as shown)! We were completely lied to and should be compensated for our outrageous inconvenience.

7/28/2014 Problems with Product/Service | Read Complaint Details
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Complaint: **** ******* (GM) of Tuff Shed, Overland Park, KS LIED to me when I called and req a price quote for repainting a bldg bought from them a few yrs ago. RE: Tuff Shed, **** ****** ****** Overland Park, Ks XXXXX... Several years ago, I bought a 12' x 12' building from Tuff Shed (at the location above). It now needs painting so on 7/11/14 I called Tuff Shed for a price quote on having it repainted (as I'm retired and I cannot do it myself). A lady told me she would forward this to her production manager and that I would get a call from him on Monday the 14th or Tuesday the 15th. By Friday the 18th, I received no call. On the 18, I called Tuff Shed again and spoke with **** ******* (gen mgr) and told him what happened. He apologized over and over again and took my information saying he would call me back "SHORTLY" with a price quote. Friday the 18th... NO CALL BACK. Monday the 21st... NO CALL BACK. I called on Tuesday the 22nd and again spoke with **** again and asked why no call back. He said he called right back on Friday and left a message on my phone. I said I received no call back. He AGAIN said he called and left a message on my voice mail. I asked the number he called and he said XXX XXX XXXX. I said I originally gave him my number (XXX XXX XXXX) twice and he even read it back to me the 2nd time. I further said ***** was disconnected and how could he leave a message at a disconnected number. He then said they only repaint buildings on warranty related issues and then hem hawed around making excuses and making up how they do repainting situations, pausing faking it, and making up things as he went along and began telling me how (if I wanted the shed painted) they would have to call one of their painting contractors to see if they wanted to take the job... I said "if they wanted to take the job I'm willing to pay for??? Why do you keep lying to me??? NO RESOLUTION

Desired Settlement: They should repaint my building at no charge for commercial considerations, to satisfy me for the way they blatantly lied to me and "*******" me around. If they would have simply told me originally (the first time I called) they didn't do this kind of work, I would have understood and just gone to a painting contractor myself to have the work done. Their conduct was repulsive and the people involved should be fired for the way they treat and lie to customers.

Business Response: Initial Business Response /* (1000, 5, 2014/07/23) */ Our GM is new to his position at this store and let the customer know this when handling his questions. Upon learning that we do not repaint sheds our GM called back the customer at what he thought was the correct number and left a voicemail. When the customer called back he was unreasonable, rude, and accused the GM of lying. The customer said he called the phone number the GM called and said it was disconnected. We called the number only to find out it is not disconnected and the customer lied to us. The customer then proceeded to call our corporate office where he was warned multiple times about being hung up on because of his language and how he was being disrespectful. It was to the point where our call center rep reached out to the GM to warn him about the demeanor of the customer, and we have the email to verify this. It is our stance that we are not going to pay for the shed to be painted because it is in the signed warranty that we do not do this work, our GM is new and needed to get his information to give to the customer and he told him we do not do this work and he would need to hire contract painters, and we gave the customer the information he was asking for. Initial Consumer Rebuttal /* (3000, 7, 2014/07/24) */ (The consumer indicated he/she DID NOT accept the response from the business.) Tuff Shed is lying in their response to you. Just because the GM is new to his position, that does NOT give him the right to lie to me and make up things as he goes along. Are they NOT required to be truthful for the first 90 day probation period for new employees, or what? This angers me MORE than when the GM lied to me and played me for an idiot... I guess this problem is company wide. The general manager in Kansas previously told me he called *** *** **** (not my number of XXX XXX XXXX)and left a message. I tried this number and then told him this was disconnected and asked how he could leave a message on an answer machine if the number was not in service. NO response from the general manager. I was NOT unreasonable nor rude but I did tell the GM in Kansas he was lying to me because he was. You CANNOT leave a message at a disconnected number! Why is ***** disconnected when I call this number (3 times) and NOT disconnected when Tuff Shed calls it ????? I wasn't warned about anything as my language was not rude or vulgar; My part of the conversation was direct and blunt because of the run around I was getting and that was that. Your response from Tuff Shed is not fact based nor is it accurate. I want your file on Tuff Shed to reflect they have a company wide problem with honesty and stating the facts as they exist. Final Business Response /* (4000, 10, 2014/07/28) */ Our GM does not believe we should pay for the customer's shed to be repainted. Our GM says it was a simple misunderstanding and when our GM was trying to explain he could not even get a word in and this behavior was repeated when the customer called corporate. In the end, he was told we do not contract painting sheds and that we could let the contractors who contract with us know and perhaps he could go through them. Our GM does not believe this translates into us paying to paint his shed simply because the customer feels like he is being lied too when he is not.

7/14/2014 Billing/Collection Issues | Read Complaint Details
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Complaint: I contacted Tuff Shed in Lubbock Texas with a specific order. Spoke with ***** salesperson who stated verbally and through Email that his General Manager had agreed to all specifications of the building and could provide excellent service. The store exhibited poor communication in which I had to call repeatedly just to pay and follow up on the order. The dates given for the building to be delivered and set up on site were not correct nor communicated. The building crew failed to show. Rescheduled after I contacted to company. Spoke to **** ****** Store Manager who stated that he was sending his best crew ********* who would be there in another 30 minutes or so. It was 3 hours later and the crew stated that **** ****** knew they would not be here till almost lunch. At the end of the day the building was not completed. The wrong door and windows were installed.The window opened to a brick wall. The porch was not completed leaving a serious hazard for injury.The roof and shigles were not installed properly. There were 5 inch nails protruding from areas and the leveling was not properly done plus many cosmetic problems. Spoke to **** ****** and he stated another of his best crew would be there in 5 days and his salesman ***** is new. No call No show again. **** ****** stated after I called again that his crew had been picked up by immigration. He promised another crew and all repairs in a week with him personally coming. Again no show. The crew called and scheduled for the next day. Arrived and stil no door, only one window and many problems found.Stated that the manager told them I knew the windows were backordered. Not true. Manager did not show as promised. The crew Promised the roof is good. We refused to sign the work order until the work is complete. Still no call from Manager I had to reach out again and find out it will be another 2 weeks till they can receive windows. Rained last night and now leaked all in floor and with all new electrical work exposed to moisture. Product_Or_Service: Building Order_Number: XXXXXXX Account_Number: not given copy yet

Desired Settlement: DesiredSettlementID: Replacement We want our money for the electrical work and phone line replaced plus a new building rebuilt with the specifications and craftsmanship guaranteed. The current contruction is not solid. We also want these issues corrected within 10 business days.

Business Response: Initial Business Response /* (1000, 29, 2014/06/02) */ I have forwarded this complaint onto the manager and they will make contact with the customer soon. Initial Consumer Rebuttal /* (3000, 31, 2014/06/09) */ (The consumer indicated he/she DID NOT accept the response from the business.) I have waited 7 days now since the business response was listed and still have not been contacted by Tuff Shed. Three messages have been left for **** ******* manager. Two were on a voicemail and one verbal message left with ****** directly at the store via telephone. She stated Mr. ****** was in the warehouse and she would deliver the message to call me. She verified my telephone number. We have not went into the building again since the last pictures of structural and cosmetic damages were taken. We have not used the building at all in any capacity. We want Tuff Shed to come and remove their building and reimburse our lost funds for the money paid directly to them and all the wiring work we had installed. Final Business Response /* (4000, 38, 2014/06/27) */ We are currently in a leadership transitional phase and we have brought the stand-in GM up to speed with everything. Once I receive correspondence I will respond with that. Final Consumer Response /* (4200, 35, 2014/06/16) */ (The consumer indicated he/she DID NOT accept the response from the business.) Telephoned **** ****** GM today to give him exact refund amount due to ourselves of $ 1938.00 for Down Payment on building and electrical and phone lines paid to be installed. Mr ****** stated the building was due to be picked up next Wednesday June 25th. He could only state his guys were coming but could not give me a name. Mr ****** also said he didn't know anything about a refund and would have to call his counsel. I am requesting the refund be paid in advance prior to removing the building or the day of to ensure payment is indeed refunded.

7/2/2014 Billing/Collection Issues | Read Complaint Details
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Complaint: Tuff Shed installed roof with a seam that eventually leaked and damaged wood roof Hello, My name is **** **** and I live in ****** MO. Last winter I noticed that the roof on my 2005 Tuff Shed was mildewing, sagging and leaking at a seam on the roof. I called Tuff Shed at X XXX-XXX-XXXX and talked to a representative by the name of **** to inquire what to do about this. I was informed someone would be out to take a look. The next day a representative took a look and said, "Oh wow". He took several pictures to show to his boss. He also told me that the seam was leaking on the ridge of the roof which is the way it was installed, and that they no longer install the roof like that anymore. Now they overlap the shingles over the ridge. He said he would turn the pictures in. I did not hear back from Tuff Shed so I called them. I was told that they no longer install the roof like they had done mine and would call me back with a price to fix the roof. A representative by the name of *** said they would reroof the whole roof for a total price of $750. I was amazed that they did a potentially defective install in the first place, admitted that was not the correct way to install the roof, and then wanted me to pay them to fix their work. Is it me or is something wrong here? I would like to know what you think. Sincerely, **** **** ** *** ***** ***** **** ******* MO XXXXX XXX XXX-XXXX

Desired Settlement: I only want the roof fixed.

Business Response: Initial Business Response /* (1000, 5, 2014/05/20) */ Our GM spoke with the customer a few months ago about the issues with the shed. The shed was bought in 2005 and had a 5 year warranty, making it 4 years out of warranty. Our GM offered a discounted price on the original $750 and the customer said he would look around. Our GM tried reaching out again recently to see if the situation still needs to be resolved but has not heard back from the customer. Initial Consumer Rebuttal /* (3000, 7, 2014/05/21) */ (The consumer indicated he/she DID NOT accept the response from the business.) when i talked to tuff shed I was told that the cheapest they could do was $750. I thought that was too high since their poorly installed roof was their doing Final Business Response /* (4000, 9, 2014/05/23) */ Our GM says the building was roofed correctly the first time and it will cost $750 for labor and material to fix. The building is 4 years out of warranty so it is no longer covered under the warranty, which is why we cannot be held liable. Final Consumer Response /* (4200, 11, 2014/06/04) */ (The consumer indicated he/she DID NOT accept the response from the business.) I spent over $3000 dollars for a Tuff Shed thinking that I was buying a quality building. Anticipating that new shingles is a possibility after 15 to 20 years similar to a house. As I stated in earlier statements, the ridge in the middle of the pitch of the roof leaked, ruined the joists with moisture, and mold. Also the first inspection from a Tuff Shed employee, stated, "O wow" and "they don't install the roofs like that anymore". This whole issue comes down to how the roof was installed. I have talked with friends and family and they agree with me and also think it was poorly installed. I first contacted Tuff Shed in 2013 with this problem thinking we could come to a reasonable conclusion to this problem. Since paying over $3000 for a building believing it would last, and now needing and additional $750 to repair is unreasonable.

6/2/2014 Advertising/Sales Issues | Read Complaint Details
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Complaint: ********* sent us to collections after we paid in full. We put down a **% deposit for the build in March 2014 and waited for the other half to hit our card. It never did. A month later, on 4/21/14 we received a past due notice. We paid it. On 5/5/14 we received a collection notice. I spoke with the branch manager in **************, who told me next time I should pay on time. He was not interested in hearing how his branch never charged or billed me or that I paid as soon as I received the first notice I received, which was a past due notice. He also suggested that if I was not happy with the transaction I should contact the Better Business Bureau. This branch appears to be quite incompetent and rude. Meanwhile, my credit score has been tarnished through no fault of my own.

Desired Settlement: Removal from collections for bill paid in full, compensation for incorrectly harmed credit score, disciplinary action against unprofessional ************** branch manager.

Business Response: Initial Business Response /* (1000, 5, 2014/05/20) */ The facts of this matter are not as stated by the customer in his complaint. **************** ("*********") completed the installation of 10' x 12' *********(r) storage building at the customer's property on March 11, 2014. At that time, the balance of his account, $********, was due and payable. On March 19, 2014, ********* sent the customer an invoice for the account balance. No payment was received and on April 24, 2014, ********* sent the customer an email requesting payment. No payment or other communication from the customer was received. On May 1, 2014, ********* referred the customer's account to its collection agency, **************. On May 2, 2014, ************** sent the customer a collection letter requesting payment of the amount due. On the same day, May 2, 2014, ********* received the customer's check for the balance due. The check is dated April 28, 2014. A copy of the check is attached. ********* immediately informed ************** to terminate its collection activities. Neither ********* nor ************** reported any information concerning the customer's account to any credit reporting agency. It is the policy of *************** that collection accounts are not reported to credit reporting agencies until at least three letters are sent to the account debtor without response. In this case, the customer's check for the past due amount and the collection agency's letter crossed in the mail. No information concerning the customer's account was reported to any credit reporting agency by ********* or its collection agency.

6/2/2014 Billing/Collection Issues | Read Complaint Details
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Complaint: The "Tuff Shed" sales person ***** ****** misled us on the permit requirement, and caused us a great deal of wasted effort and expense. We purchased the 8 x 6 premium shed on 2/10/14. We purchased paint and caulk for the shed (over $60 *****) and applied same prior to construction and after. The shed was delivered and constructed on 2/14/14. On 4/28/14 we received notice that the shed should have had a permit and that the shed was placed in a location that is not permitted by law. On 4/29/14 the "Tuff Shed" permitting person came to the house and said "This shed should not have need sold for this location". On May 2, 2014 "Tuff Shed" workers removed the shed. We did receive a refund of our original purchase price of $2,181.75. it seems as if they employees in the Tampa office ignored our communication requests, therefore we are seeking a refund of at least part of the price of the materials used to water proof and protect the shed. The shed we should not have purchased in the first place.

Desired Settlement: We are seeking a refund of at least part of the price of the materials used to water proof and protect the shed. We are not attempting to get paid for the hours spent, painting, caulking, and being on the phone or typing emails.

Business Response: Initial Business Response /* (1000, 5, 2014/05/16) */ I spoke with the GM of this store and he let me know that we cannot reimburse them for the materials they purchased outside of Tuff Shed. He said that he told them they needed a permit and they did not want one and actually signed knowing this. They tried to work with the county on getting it permitted but could not get it worked out. He fully reimbursed them for the shed and removed it. The GM believes the full refund of the shed which was altered after the fact was fair. Initial Consumer Rebuttal /* (3000, 7, 2014/05/19) */ (The consumer indicated he/she DID NOT accept the response from the business.) Mr. ***** was asked if a permit was required. His response was "not for a shed this size". Once the violation was documented, Mr. ***** had an appointment with the Treasure Island Commissioner, ******** ****** to discuss a possible resolution to the matter. Mr. ***** failed to notify her of his non-appearance and chose not to attend. ******** recommended that we contact PCCLB (Pinellas County Contractor License Board), but we thought it better to try to work with Mr. ****** ***, the Tuff Shed permit person, told us that the shed should have never been sold / installed here. *** even said that we could illegally move the shed to a less conspicuous place to hide it. We feel we were totally mis-led and would have never spent the money if we knew then what we know now. It is our opinion that we are seeking only a fraction of the money spent, and not seeking compensation for our lost time as well as the hardship that this incident caused. The comment was made that we turned down the permit. We have the original document containing the checklist written by Mr. ****** The items referring to permitting are conspicuously left blank. It is our understanding (from the Treasure Island Commissioners) that if a permit is required, the contractor MUST obtain the permit, regardless of the wishes of the property owner. Final Business Response /* (4000, 14, 2014/05/28) */ Since the shed was not allowed by the county our GM had the shed removed and the customer received a refund. There is nothing more that can be done on the project. Final Consumer Response /* (4200, 11, 2014/05/21) */ (The consumer indicated he/she DID NOT accept the response from the business.) According to county law; the permit should have been applied for prior to the placement of the shed by the company (in this case the GM). This fact is something that the GM should have known. Post violation action does not vindicate the GM. The response from the company did not address the rebuttal whatsoever.

5/30/2014 Billing/Collection Issues | Read Complaint Details
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Complaint: Product not delivered in timely fashion as agreed upon. Product delivered constructed incorrectly and all pieces not present. Primier Ranch storage building 10x12 purchased 3/15/14 from Tuff Shed location in Shreveport, LA (consultant *** ******* Deposit of 323.00 provided. Balance of payment, 2906.11 provided 4/11/15. Delivery sheduled for 4/15/14. Product was not delivered - numerous phone calls ******** @ Longview office)resulted in rescheduling delivery for 4/28/14. Product delivered with following deficiencies: window placement on side wall incorrect, no window delivered for installment, insufficient amount of material for shelving due to window error, no threshold for door, and no material to complete painting of building. Contacted ***** @ Longview to inform off problems. Message would be relayed to ***** ******** General Manager of problems. Mr. ******* was in Shreveport at the time. ***** called later in afternoon to say that another crew would be available @ approx. 8:00am to complete work. Informed her I had already re-arranged my schedule to be available on 4/28/14 and delay was very inconvient. Assured I would be first on list to have work finished. 4/29/14 received call from ***** that crew was late and would not be available until later in day. Informed her I could not remain at home waiting on them to show - they would have to contact me an hour before they were coming (by cellphone number)so I could meet them. Finally notified in afternoon that contractor would be available at 3:30pm. Contractor arrived and began work. Had apparent difficulty installing window. Building painted as requested. In reviewing work, notice that window appeared broken and would not remain open. No threshold in place. Threshold installed but unable to determine problem with window. Contactor stated would return 4/30/14 with new window. Called Longview office to report problem - no answer and let message for them to call me. By 9:30am, had received no return call from company. Called and spoke with ***** with problem. She stated window installed was correct window but had been installed incorrectly. Stated window was as ordered and shown on order contract. Informed her was not what we had ordered and only description listed on order form was correct size of window. Dealings with this office have been very unsatisfactory. Inconvience caused by these delays has appeared to be no concern to them. Very dissatisfied that on day of installment, that Mr. ******* was in town but did not bother to come to location to asses problems.

Desired Settlement: Requesting 20% refund on price of building for: 1) incorrect design as ordered 2) inconvience caused by multiply delays causing personal scheduling problems and waste of time. Requesting written apology from company headquarters along with assurances that customer service policies will be reviewed with Longview office Requesting written apology from general manager of Longview office.

Business Response: Initial Business Response /* (1000, 6, 2014/05/15) */ Our GM has been attempting to contact the customer over the past few days and just heard back this morning. He offered him a refund of $271 for the delivery charge, the window, and the gable vent. The reasons being is that they had to push back his build twice, the window was installed in the wrong place, and it was the wrong type of window. The customer was going to talk with his wife and get back to our GM but has not responded yet. Initial Consumer Rebuttal /* (3000, 8, 2014/05/16) */ (The consumer indicated he/she DID NOT accept the response from the business.) Statement "attempting to contact the customer over the past few days" is incorrect. Records on phone show calls made only on 5/14/14 with one message left to call Longview TX office. As I was not in that day, did not receive message to contact company until after office had closed. Informed Mr. ******* that would contact him on 5/16/14 with answer to his offer. Attempt to reach him has been unsuccessful as of 10:00am 5/16/14. Message left that due to my schedule today, would attempt throughout day to contact him. Monetary offer is approx half of requested resolution - we do not feel that this is acceptable. We are willing to split the difference and accept an refund offer of $400 which is approx the middle of their offer and our requested resolution. We are disturbed that the company does not appear to be concerned that we are unhappy that the building (window, shelf placement) was not contructed to our request. As building is finally contructed, we will accept placement and not ask that it be replaced with the window and shelf specifications that we requested. We are concerned that the company does not appear to be taking any responsibility for this problem. All conversations concerning problems places fault with others, not the company. Will continue to attempt to contact Mr. ******* to relay this response to him. Final Business Response /* (4000, 10, 2014/05/28) */ Our GM spoke with the customer and said we are at fault for the issues. Our GM agreed to refund the customer $400 for the problems the customer encountered. Final Consumer Response /* (2000, 12, 2014/05/30) */ (The consumer indicated he/she ACCEPTED the response from the business.) Have agreed to compromise with company. Still not 100% satisfied but are ready to put the situation behind us. At this time can not in good faith recommend this company to anyone looking for a shed building. Do not see using the company with confidence anytime in the future.

5/7/2014 Billing/Collection Issues | Read Complaint Details
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Complaint: Shed is blocking my two bathroom windows and Shed is against the home wall. 4/3/2014 - Tuff shed send two people to install Garden Hutch Lean Style Tuff Shed. Tuff shed at my residence. I spoken to the guy who came over to place the shed against the fence not the house. They end up placing the shed against the house. I have call tuff shed ****** ***** that came over to the house to give me the estimate. He is saying that he cannot do anything now. Which I have call him many time. But he cannot do anything about it. I

Desired Settlement: I just want them to move the shed against the fence instead of the house.

Business Response: Initial Business Response /* (1000, 5, 2014/04/21) */ The local general manager and sales person will be contacting the customer regarding the issue they have with the placement of their shed. Initial Consumer Rebuttal /* (3000, 7, 2014/04/23) */ (The consumer indicated he/she DID NOT accept the response from the business.) The general manager want me to pay other $300 to move the shed from house wall to fence. For that i will lose my warranty on the Tuff shed also. Because they have to dismantle the shed and move to the fence. Final Business Response /* (4000, 9, 2014/05/06) */ The customer left a responsible party at the site for installation as instructed. The builders built the entire structure over a 4 to 5 hour period exactly where they were instructed to build the shed. At no time did anyone ask that the shed be moved to a different spot or turned around. When the job was finished, the customer signed the paperwork provided by our independent contractor to show that the job was completed to their satisfaction. It was only hours later that the customer contacted the sales rep stating that they wanted the shed against the fence instead of against the house. This is a long narrow shed that was built in a long narrow area. The only way to turn the shed around is to completely disassemble and then rebuild. The general manager let the customer know that they would be willing to rebuild the shed for $300, but that when you have a wooden shed (with hundreds of nails holding it together) and you disassemble it by ripping one nailed piece from another; he would not warranty the shed, because it's impossible for the shed to be in pristine condition. The cost involved for tearing down a shed and rebuilding like this would normally be $600. Final Consumer Response /* (2000, 11, 2014/05/07) */ (The consumer indicated he/she ACCEPTED the response from the business.)

4/21/2014 Problems with Product/Service | Read Complaint Details
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Complaint: bought a small house to retire in, and needed storage for personal items we have no room to store. Tuff Shed sold us 2 sheds for $7,000 and told us since the sheds are 100sq ft a piece that we need no permits and that they install 2 of them in our area all the time. Now county code people say we are not allowed 2 sheds in our county and that Tuff Shed should have known this and now we are expected to pay $350 to apply for a variance witch the code people say will more than likely be denied losing the $350. We are told if we shove the sheds together and have them joined to look like 1 shed that we can apply for a permit for having a over large shed (more money out of our pocket) All this will cost us money we no longer have since we spent all we had on the home and the sheds. Tuff Shed says they will move them together for free. But doing so will make our yard unusable, and we have to hire someone to do the work to join them as one(Tuff Shed Will not pay for this work). MORE Money. All of this has caused us much worry and stress to say the least. We are senior citizens hardly able to buy food at this point let alone spend $100s of dollars to correct a problem that should not have happened. THEY sell sheds for a living and should have known the codes. Product_Or_Service: Sheds

Desired Settlement: DesiredSettlementID: Other (requires explanation) For Tuff Shed to settle this matter with code enforcement since they are selling people in this county things they know are illegal. Since we can not afford fines and to basically rebuild said sheds. The county will put a lean on our home because of Tuff Sheds lies and deception.

Business Response: Initial Business Response /* (1000, 10, 2014/04/08) */ Tuff Shed moved the two sheds together to make one shed to resolve the issue. The customer agreed to pull their own permit.

4/14/2014 Guarantee/Warranty Issues | Read Complaint Details
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Complaint: 2,000 S.F. home with defective floor - not enough support. Eight years ago your company built us a custom home in Rice Texas. Our home is pier/beam. 2 feet off ground. 2,000 sq ft . Our front room is 700 sq. ft. We recently wanted to put in new flooring and were told our floor was totally out of whack. We then called in two independent engineers we were told that are missing beams - that the post are too far apart and that there is just not enough support to support our home. We have always known from day one that in certain places our floor shook when you walked over it - but dismissed it to pier and beam and left it at that. We then contacted Tuff Shed in Hutchins (****** ********** He sent ****** out. ****** did not go under our home - he stood at the side and looked under our home. His observation was that the beams had "rotted from normal wear and tear." It is my opinion that if he took the time to drive to our home he should have taken the time to go under our home and investigate the problem. Next my husband got under our home and found that there were large gaps in the beams/floor joist. There is no rot In many instances the there no nails or the nails missed their targets. There are also many 2 Inch gaps in the joists/beams. There are some areas where there are 7 foot distance between the support beams. I have left two messages for ****** and he has not returned my calls. While I do not expect your company to fix our home for free - I do think that since you built it and the workmanship was shoddy, we should be able to get a better price from you. We were assured that even though you primarily build sheds - you could also build custom homes. We paid you $62,000 cash for the shell alone of our home. Although our home was built in 2006 and I have just now called I just learned in January that our floor was in really bad shape not from wear and tear, but from not being installed properly

Desired Settlement: I would like for our flooring to be supported correctly. I would like for our home to last for many years to come without worrying that the floor will fall through.

Business Response: Initial Business Response /* (1000, 9, 2014/03/12) */ The local Tuff Shed store in DFW has contacted ****** ****** and is working with her on how Tuff Shed can resolve this issue. Initial Consumer Rebuttal /* (3000, 17, 2014/03/24) */ While Tuff Shed has stepped up the plate and we have resolved most of our issues, there are still a couple of relatively small but important issues pending. They did bring in the materials and crew and supported the foundation of our home. Come to find out the condition of the foundation was much worse than we knew. However, there are two places where our subflooring needs to be replaced and cannot be fixed otherwise. The lead man who did the work stated they these two areas did need to be replaced and I have not heard back from the company with regard to this. I am making this additional notation because I see that the time is about to run out on this particular claim and I don't want to let it go. We still cannot have new flooring laid in our home because of the two particular spots the one by the refrigerator is still is so out of whack no one would ever lay new flooring in that area.. The subfloor in the hallway was so bad it was cracked they braced it up so that we wouldn't fall through, but it's not fixed. Also, I stand behind that our flooring was destroyed because of the poor workmanship of the flooring. Had the foundation been built correctly, we wouldn't even need the new flooring. Final Business Response /* (4000, 20, 2014/04/01) */ The local general manager is going to visit ****** ******'s home on Wednesday, April 2 to look at the problems with the subflooring. At that time the GM will have a better understanding on how to resolve the issues.

12/23/2013 Problems with Product/Service | Read Complaint Details
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Complaint: Tuff shed used wrong roofing material on shed based on the pitch of the roof causing roof to leak and damage structure. Shed was purchased and installed April of 2007. The shed's warranty reads as follows: "Tuff Shed, Inc warrants to the original purchaser, that any of its TUFF SHED products are free of material and workmanship defects upon delivery, and will repair or replace any components that do not provide reasonable service under normal use, for a period of Seven years". Goes on to read: "That's it. No conditions, exceptions, double talk or legal mumbo jumbo. Tuff Shed has the best warranty available in the construction market". **end quote The shed began leaking due to the large amount of snow we had this year backing up under the shingles, soaking and damaging the plywood underneath the shingle, water leaked down the walls causing damage to the siding, walls, doors and floor. This was due to Tuff shed installing roof with Asphalt shingles but due to the pitch of the roof, the shed should have had an Asphalt rolled shingle product. Had they pulled a permit with the city of Bloomington, MN when original built this would have been caught, repaired and we wouldn't have had any problems. I originally called the Tuff Shed Savage Office in May and left a message to return my call regarding the problem. I did not receive a call back so called again in early June and got a call back. On 6/20 Dustin came out to take pictures who said he would route his report to ****. In July, **** came out, took more pictures, and said they would be out the first week August to do the repairs and we should move shed contents out. We moved most everything out into our garage. Then they never called or showed up. Then we had a hail storm on 8/6 so had our insurance company look at our home roof and also looked at the shed. Our insurance company rejected the majority of the claim due to poor work product/incorrect roofing which caused all the structure damage. They did however, issue a check for just the damaged roof for $220.97 which we are holding on to and will return to the insurance company once the shed is repaired by Tuffshed (Our insurance has tried to assist by contacting them as well but has not been able to get anywhere either. ******* ************ claims adjuster XXX-XXX-XXXXxXXXXX also knows we have not cashed the checks). Myself, and other homeowner (****) have gone in person to Tuffshed and spoke to **** who said that Tuffshed has submitted a claim to THEIR insurance company The ********* On 10/24/13 we received a letter from ******** rep who said they were looking into claim filed by Tuffshed. When I called Hartford Rep **** ***** told me they already rejected the claim and was rejected for the following: " Tuff shed installed faulty work product". **** then referred me to *** ****** XXX-XXX-XXXX corporate office. **** was surprised he hadn't already contacted me. So I called on 11/11/13. Got a return call back..*** states he was in contact with ***** the manager of local Tuff shed location in ****** and had concerns the shed was too close to property line and that the pitch would have to be increased thereby we would loose 1.5 feet of height on the south side of the shed where doors are installed. Advised him this was incorrect and that he should contact *********** Building inspector ******* ***** at XXX-XXX-XXXX or email ******@cibloomington.mn.us. This information was emailed also to *****/owner of local Tuff Shed at ******@tuffshed.com to contact ******* that location was OK and a rolled roof product would be fine based on current pitch. We have not gotten a response since 11/11 from either. I left another message for *** on 11/15 and have not received a response nor an email. *****-owner of Savage Tuff shed's # is XXX-XXX-XXXX. The company is not standing behind the product and in the meantime the roof continues to leak with every rain (soon to be snow) which has damaged it even more. This issue with Tuff shed has been going on for over 6 months and we have not been treated like a valued customer.

Desired Settlement: We would like the damaged structure repaired or replaced by Tuffsheds if it's deemed a total loss. We would like the repairs done as soon as possible. We have had 1/2 of our garage full of the contents of our shed so one of our cars has to stay in the driveway unprotected from the snow./inclement weather and has been for 6 months already. We just want the shed repaired and will sign off on anything Tuffsheds puts in front of us as long as the shed passes the *********** City inspection and they sign off on permit. Thank you.

Business Response: Initial Business Response /* (1000, 9, 2013/12/10) */ A settlement agreement has been sent to the customer and is currently awaiting it's signing. Once the settlement is signed and the agreed upon work is completed, this issue should be resolved.

12/23/2013 Billing/Collection Issues | Read Complaint Details
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Complaint: Tuff Shed has taken our monies, and promised that the said bldg. would be completed on 15th of oct. 2013. still not finished, date nov, 22nd 2013 Tuff shed made an agreement with us, to finish and place the tuff shed on our cement site. We accepted a date of November 13th-15th. The date of the 12th, we were called by **** ***** she told me" get your stuff together" get it right, and hung up on me! I didn't understand what she was talking about. This is a job site, and we we'ren't just dealing with tuff shed, we had cement trades on site also. They didnt' even make it to our home until 15th, and they tore out all of our cement guys stakes and it cost us $250 in extra labor. They are unprofessional, and our bldg. looks like a kindergardener put it together! It's not even finished.. We have a inspector coming out at 1pm, and these idiots haven't even put on the truss hangers. Tuff shed also told us, that they would be building the shed, not subs.. it is ridiculous.. we could have done this ourselves.. This was supposed to be less stressful.. it's a mess.. my husband is on vacation this week. And there inability to finish the work, is affecting my surprise for my husband. I am requesting compensation, and apology and to have them finish this work tomorrow. We paid out $15721.00 paid in full..

Desired Settlement: I believe we need this finished, and to be refunded $2000 for our time and aggrevation, with this company. $250 for the cement overage because of there inability to respect our property and the other tradesman had done.

Business Response: Initial Business Response /* (1000, 8, 2013/12/10) */ The issues with the *******'s shed have been resolved and the building has passed final inspection. The shed is completed except for the paint that is on hold due to weather. We apologize for the delay and appreciate Mr. and Mrs. *******'s patience.

12/16/2013 Guarantee/Warranty Issues | Read Complaint Details
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Complaint: Purchased a Tuffshed via Home Depot. Home Depot has helped, but Tuff Shed continues to deny any wrong doing. Purchased through Home Depot. Tuff Shed did not install what I ordered. Wrong door, wrong shingles. Home Depot has stepped up and paid Tuff Shed to come out and repair the shed. Tuff Shed has continued to deny any wrong doing, but they are going to fix the door because Home Depot paid for it. I ordered gray shingles so that it would be as close to a match of my house as possible. My house has gray. The shingles that Tuff Shed installed are brown, and they told me that's as close to gray as they have, and would not replace them. The customer service of Tuff Shed has been horrendous and I will never purchase another product of theirs ever. I wish that they had a review area on their WEBB site, as I would being writing one on how they treat customers. I guess I know now why they don't...

Desired Settlement: All I wanted them to do was install what I ordered, and they didn't. They point their finger at Home Depot and deny all wrong doing. Currently, I have a shed that has a single door who's lock does not work. I was supposed to get a double door. I also ordered gray shingles to match my house which has gray shingles. Tuff Shed installed what they say is the gray, called driftwood, but when you look at the shed next to my house, the shingles are brown compared to my gray shingles on my home. I have never written a complaint to the BBB, but this one has been going on for 2 months and I will never purchase from them again.

Business Response: Initial Business Response /* (1000, 5, 2013/11/15) */ The local general manager, **** ********, contacted Mr. ******* to discuss the issues with his shed. They agreed that Mr. ******* confirmed his shed order when it was scheduled and two days prior to the build. There was a misunderstanding on the order that was brought to attention after the shed was built. Tuff Shed resolved this issue by replacing the single door with a double door. Final Consumer Response /* (4200, 12, 2013/12/14) */ (The consumer indicated he/she DID NOT accept the response from the business.) Tuff Shed is dishonest. They never offer me a "upgrade" shingle, never. The double door that I ordered was eventually paid for by home depot. And, Home Depot offered a discounted rate on shingles for when I'm ready to match my house. Home Depot showed true customer service, paying for the door, and, discounted shingles. Tuff Shed never offered to do anything as far as customer satisfaction. They never stepped up. Because of no customer service, even though I paid $3000+ for a shed, I will never purchase again from Tuff Shed. And, I'm certainly not going to have anything good to say about them. Word of mouth should mean everything to a business, but apparently not Tuff Shed. Final Business Response /* (4000, 10, 2013/12/10) */ The fact is that Mr. ******* confirmed his order with the single door twice prior to the build. Before his shed was built, he was given the option to pay for a shingle upgrade that would have matched the color of his home but he did not want to pay the extra cost. We apologize for the misunderstanding of the shingle color and the double door.

11/22/2013 Delivery Issues
10/29/2013 Guarantee/Warranty Issues | Read Complaint Details
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Additional Notes

Complaint: The 30 year shingle are falling off the roof, the trim work is also faulty. The 30 year shingle are falling off the roof, the trim work is also faulty. Purchase date ********* Purchase price $5192.79

Desired Settlement: Refund of the amount to fix the damages.

Business Response: Initial Business Response /* (1000, 5, 2013/10/16) */ The local general manager, *** ********** contacted Mr. ***** and informed him that his shed is out of warranty but the shingles have a 30 year manufacturer warranty through ***** ******** Mr. ***** needs to file a warranty claim online at www.************.com.


Customer Review(s)

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Customer Reviews Summary

10 Customer Reviews on Tuff Shed, Inc.
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