Complaints

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

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  Tuff Shed, Inc.

  1777 S Harrison St STE 600 Denver, CO 80210-3931

  
• 

  Tuff Shed, Inc.

  6497 Collamer Rd East Syracuse, NY 13057

  
• 

  Tuff Shed, Inc.

  56 Kendall Pond Rd Derry, NH 03038

  
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  Tuff Shed Inc.

  1172 Route 109 Lindenhurst, NY 11757

  
• 

  Tuff Shed, Inc

  978 Route 910 Bldg B Blawnox, PA 15238

  

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:04/10/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  bad craftmanship like a very unlevel foundation

  

  Business Response

  Date: 04/14/2025

  When the shed was build *** noticed a low spot in the corner by the windows to the existing garage. The customer was insistent that we come out immediately and level the floor. We went and poured self-leveling concrete in the corner that was low, but the temperature dropped below freezing and it did not adhere. At that point we paid a professional company to come out and **** the work. The floor looked great 2 years ago. The customer ***** ******* still has a balance on the job of $3586.15 that he has still not paid to date. Therefore, he has no warranty on the building. The building looks great and has no quality issues. He has altered the interior of the building to make it like a house. All interior finishes were done by him. We do not warranty any of his work.
  

• Initial Complaint

  Date:04/04/2025

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am extremely disappointed with Tuff Shed and their complete lack of professionalism and accountability. I purchased a shed with the agreement that it would be built on-site, and both parties signed off on this a full week before the scheduled build date. I even made sure everything was set for access to the backyardafter they came out and flagged a potential issue, I made modifications per their guidance. They assured me it would be built on time and as scheduled.But on the morning of the build, I get a call from the contractornot Tuff Shedsaying the prefab wasnt ready and the build would be delayed by four more days. No call, no heads-up, no apology from Tuff Shed. Meanwhile, I moved across the country from ********** to *****, paid extra U-Haul days to meet their schedule, and even hired movers. The lack of communication and care was beyond ************** make matters worse, they charge customers a $350 rescheduling fee if we make changesbut when they mess up, its just brushed off like its no big deal. Ive now racked up an additional $950 in out-of-pocket expenses due to their negligence and failure to honor the agreed schedule.Tuff Shed clearly has no regard for their customers' time or money, and their customer service has been cold and unhelpful. I regret doing business with them and would strongly caution anyone thinking of relying on them for a time-sensitive build.

  

  Business Response

  Date: 04/07/2025

  On Thursday, April 3rd, during the prefabrication of the customers building, our routine site accessibility checks revealed two potential access issues: the carport appeared too narrow and low, and the house ***** posed clearance concerns. We immediately consulted with the ************ Consultant and contractor, who arranged an in-person site check with the customer to verify measurements. It was confirmed that the shed walls would not fit through the carport, and the customer opted to remove the structure to proceed. By the time this decision was finalized, the prefabrication team had completed their shift and could not resume work until the next day.

  With the customers agreement, the build was rescheduled for April 5th. Despite heavy rain that day, our subcontractors began the installation but paused due to safety concerns from wet roof decking. Our ** contacted the customer, explained the situation, and received approval to return on April 6th. I also invited the customer to share documentation of any additional expenses for review toward a fair resolution.
  Due to concerns raised by the original crew, we arranged for another contractor to complete the project on April 6th. The shed was successfully completed that day.
  

  
  

  Customer Answer

  Date: 04/08/2025

   
  Complaint: 23160844
  
  I am rejecting this response because:

  While I appreciate the detailed timeline provided by Tuff Shed, it unfortunately does not fully reflect the impact of their delay or the extent of the inconvenience and financial burden I experienced.
  
  Yes, access concerns were identified the day before the build, and I immediately took action to remove the structure in question to ensure the project could proceed as planned. After this was resolvedand confirmed by the contractor on-siteI was assured that the build would proceed on the originally scheduled date of April 4th.
  
  However, on the morning of April 4th, I was informed (not proactively by Tuff Shed, but via a call from the contractor) that prefabrication had not even been completed, despite the fact that this was a job that should have already been prepared in advance. This was never communicated to me beforehand, nor was any effort made to reschedule the job until I followed up myself.
  
  I had arranged my cross-country move from ********** to ***** specifically around this schedule. Because of this failure to adhere to the agreed-upon timeline, I incurred additional costs totaling $619, including extra U-Haul days, additional charges for furniture pads, and double moving services due to having to temporarily store my belongings at my parents home instead of in the shed. I have provided documentation of these expenses and have requested a reimbursement or reasonable compensation.
  
  While I acknowledge that the shed was eventually built, the handling of the delayparticularly the lack of communication and the absence of accountabilitywas deeply frustrating. Had the prefabrication been completed on time, as expected, the weather on April 5th would not have been the primary issue. The root of the problem remains a failure to meet a committed construction date and inadequate communication leading up to that failure.
  
  I appreciate that Tuff Shed is open to reviewing the documentation and hope they will do the right thing by reimbursing the additional costs I incurred due to this disruption.

  
  Sincerely,
  
  ****** *********

  

  Business Response

  Date: 04/16/2025

  Thursday, April 3rd, while working on the prefabrication of the customers building. During our routine checks of the building site accessibility, we identified two potential issues: the carport appeared too short and narrow on the first entry option, and the height of the ***** on the house seemed problematic for the second entry option. In response, we consulted with the ************ Consultant who had sold the building to address this, she and the contractor reached out to the customer and immediately arranged for an in-person site check to measure the clearance. In the meantime, our Operations Manager instructed the prefabrication team to hold off on completing the building until we had more clarity on whether the customer would need to cancel the order or not.
  

  During the site check, it was confirmed that the walls would not fit through the carport. As a result, the customer decided to tear down the carport to allow for the shed walls to fit through. Unfortunately, there was a lack of communication within our team at this time. The sales design consultant insured the customer that we would still be able to build on the 4th without consulting the Operations Manager, by the time this decision was made to remove the carport, the prefabrication team had already finished for the day and could not resume work therefore the building was not ready the morning of the 4th.
  

  On the morning of Friday, April 4th, when the shed was originally scheduled to be built, the subcontractor did not want to wait the extra hour for the prefabrication to be completed and took it upon himself to reach out to the customer to let him know he would not be going out that day. Management was still attempting to get the building out on the 4th therefore we did not contact the customer immediately in hopes that we could still get the building out that day when we should have called the customer first thing to explain the issue and insure we are trying everything we can to get the building out. Additionally, other subcontractors were unavailable due to prior commitments,and it was decided it could not be completed on that day. Our Operations Manager then called and worked closely with the customer throughout the day to find a resolution, and as a result, the customers building was to be completed only one day later than originally planned. The new build date agreed on was April 5th, rather than April 4th.
  On April 5th, despite heavy rain, the subcontractors proceeded with the installation, understanding the importance of the project to the customer. They were able to assemble the majority of the building, but due to the ongoing rain, the roof decking became wet and slippery, creating an unsafe working environment. As a result, the subcontractors made the decision to pause the installation for safety reasons.
  

  I immediately contacted the customer to explain the situation and confirm that it was acceptable to return on April 6th, once the weather conditions had improved. During this call, I also addressed the issue of the additional charges for the U-Haul and asked the customer to send me the invoice for the extra days so we could discuss a fair resolution. The customer agreed to the rescheduled work and confirmed that it was fine for us to return the following day.
  

  To ensure the project was completed, I arranged for another contractor to go out, on his day off, April 6th, and Im pleased to report that the shed was finished and looks excellent.

  After the completion of the building, the customer sent over the receipts for the additional cost he had accrued, and we discussed a fair price to be reimbursed. After offering a fair price the customer agreed stating Yes,Im agreeable to that amount and appreciate your follow-up. We are also pleased with the final product as the last contractor you sent exceeded our expectations.
  

  We have since made changes to our site check process and addressed the issue of communication within the team and the importance of reaching out to the customer first and foremost.

• Initial Complaint

  Date:03/31/2025

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I placed an order and paid for a storage shed through Home Depot/Tuff Shed on 3/22. I reached out to the email addresses provided in my order confirmation **************************************** and ********************************** to discuss changes I wanted to make, but I didn't receive any response until 3/26. Even after that, I continued to receive documents to sign for the next four days, with the same incorrect shelving ************, 9 days have passed since I paid $7,400, and I have requested a refund. I called this morning to inquire about getting a refund, and the representative told me that someone would call me back. I then received a text from *****, asking me to return her call, but I dont have time to do so today. I replied via text requesting a refund, but she continues to insist that I call her back.Please process my refund so I can explore other options for purchasing a shed. Ive attached all the emails Ive sent along with the few responses Ive received.

  

  Business Response

  Date: 04/03/2025

  We sincerely apologize for the delays and miscommunication regarding your order. We understand your frustration and take full responsibility for the inconvenience. Your request for changes was not addressed in a timely manner, and the continued DocuSign requests added to the frustration.
  

  We have processed your refund in full and appreciate your patience. Please let us know if theres anything else we can do to assist you.

  Customer Answer

  Date: 04/08/2025

   
  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,
  
  ******* *****

• Initial Complaint

  Date:03/04/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  9/16/17 ******* purchased shed. Originally they had to reinstall a second replacement shed due to craftsmanship shortly after. Warranty issues 2021 with pictures along with 2023, and 2024 and now still 2025 as not taken care of. Door was replaced several times as would not seal, shimmed many times and local manager placed weather stripping that did nothing. items in shed were being ruined by lizard p*** and smelled horrible. While thinking it was the door when all the while it was the roof. How can a door be corrected if warped due to the roof. Shingles fell off the roof due to rusted nails (have pictures) and items that I thought were being ruined by lizards were actually mildew and mold (have pictures). The smell over many years were actually due to the roof. I have thrown out Christmas items, trees, and household goods due to unimaginable bad smell and the inside shed is pretty much ruined due to all this, I have texted pictures, spoke with warranty, regional managers, sales staff etc. many many times. Even the salesman that sold me the shed 1/9/25 told me he had the same one and I should be able to store anything in it as he has one, the superintendent 9/9/24 told me I needed a residential door. I do not have an AC in it or live in it. He said I got and paid for what I purchased. But yet I can not use for the purpose intended. The type of shed purchased is marketed to store what I use it for. ************* has their advertisement for this type of shed is a higher end shed and I have done my part to paint as required, advise of issues, and in return Tuff Shed needs to back their product. Will supply all pictures again if need be but they have many that I have sent over the years.

  

  Business Response

  Date: 03/13/2025

  Customer purchased the structure from ********************, including shed door.  Customer contacted our facility expressing concerns with her door.  Our FCT (warranty team) was dispatched to the location to review and address the customers concerns.  Upon investigation, it was found that the door was mounted correctly, to Tuff Shed standards and was functional/operational.  She was offered suggestions of adding weatherstripping or door brush seals to add some protection. Customer continued expressing concerns that the door was not airtight and complained of lizards being able to access the interior of the building and leaving excrement behind.  Superintendent advised customer that the structure would not be made airtight and suggested installation of residential door to add additional protection.  I had follow-up with customer explaining that our structures are not designed to be airtight, additionally that if she had wanted additional protection that maybe a residential door could be installed.  I did quote from the what to expect document, signed by customer, that there is a difference from weathertight and airtight.  Our document calls out that we strive for weathertight, but are not airtight, and specifically calls out that things can infiltrate the structure. 

   Additional complaint of finding nails and loose shingles. Warranty team, and Superintendent, investigated, and found no leaks or issues. 

  Customer Answer

  Date: 03/13/2025

   
  Complaint: 23016619
  
  I am rejecting this response because: I have phone calls, texts, and pictures that yes do show door issues and as stated they have attempted to fix the issue but in my complaint I stated they never looked at anything but the door. I have phone numbers for *****************-316-6991,************, ************,-************, ************, ************. I thought it was the door but if they keep trying to fix a door that is warped it will never be fixed. I have pictures of rusted nails that broke in half rotted completely or totally broke apart, roof nailed that are rusted through the roof, roof tiles that came off along with interior items that have so much mildew, mold and a smell I have complained about since the beginning stating that it was from the lizards when in fact from the roof. I did not know it was from the roof they never looked at anything but the door. communications show and pictures of 2-14-23 2/2/23 7-28-24 7/30/24 7-30-24 8/19/24 8-20-24 8/29/24 9-3-24 9/6/24 9-10-24 1/8/25 1-9-25 1/9/***********

  In my conversation prior to September 2024 there was no mention of any thing but fixing the door and never anything else, they tried to put new doors in, shimmed the the door and put weather stripping (no mention of nothing else). Never looked at anything of the structure or anything else. 

  ****** the Superintendent told me that I got what I purchased and they could not do anything for me. I should have purchased a residential door.  I asked to have a shed to move my belongings from my attic to my shed. Purchased a higher end shed to put these items in. The attachment I included states I can store items in it. I know that as in my home, you can get outside bugs etc but not have mildew and mold. The advertisement for this shed that  I attached shows and reflects what I purchased. **** the salesperson from ********** that I spoke with on 1/21/25 has the identical shed for 5 years per his words, stores the same items and has not had any issues. 

  I just want Tuff Shed to back their product. If it states you can store items in a ************* then you should be able to. I have the shed that the attachment picture shows. I am the consumer and if I kept telling them to fix a door ****************************************************************************************************** fact they should know to look at the entire shed as they warranty the entire Shed. I have a lot more pictures but do not have enough time to send everything to this email. I just want to use my shed to store extra household items. 

  
  Sincerely,
  
  **** Blue

  Customer Answer

  Date: 03/17/2025

  
  I will be sending a few text conversations (I am trying to send under one email and not working sorry) with Tuff Shed along with pictures that date back to the beginning of my purchase with Sales order #******* 9/16/17 for $2996.96. I believe the installation of first shed. However, removal due to improperly installed in the beginning and a new shed in same place with completion I believe 10/26/2017. I have this all noted on my paperwork with every conversation with **** my Salesperson.
  
  Here is one text conversation as to fixing my door 8/23/2023. This is after a new door was put on and he kept trying to bend the door with bodily force. ***** was the Area Superintendent at that time and when the door was still not sealed properly he attempted to use weather stripping.  It was adhered to metal on the door and does not stick and does nothing to seal it at all. He stated that was the best they could do on the door and that is why they used the weatherstripping. I will include all pictures of how the door was mounted that they say is functional and operational but it will clearly show that it reflects being bowed at the top and bottom from the beginning. Weatherstripping would not have helped and have no idea what door brush seals are as do not recall having that conversation. I did ask if the weatherstripping was covered under warranty and got no answer. Also, was told that ***** did not work for them for long by the warranty department and his fix did not work at all.
  

  
  

  Customer Answer

  Date: 03/17/2025

  I have been complaining about the door from the beginning along with a horrible smell, bent door and mold and mildew along with extra lizard families all over my belongings. I do not think the lizards would be a problem if the door and structure was sound. Furthermore, in the statement given by Tuff Shed they say they investigated and found no leaks or issues. I am not aware of any investigation of anything other than the door as noted in my texts.  I sent some of these pictures to **** who sold me the shed, has the same shed and stores the same items I do in Jan 2025 and he has no issues of 5 years.  Per the attached pictures, I believe the roof was not installed properly causing the door to warp which in turn would not seal. There are 4 pictures from 11/21 and July ***************************************************************************** shimming it several times. I also attached several pictures of broken and rusted nails along with roof shingles and the inside of the shed with the same rusted nails. A properly installed roof should not have rusted nails nor allow mold and mildew to ruin stored items just like my home roof. They state they strive for weathertight not airtight and that their roof sheds last in ******* typically ***** years. Mine has been an issue since installed. I have done my part by notifying them of my issues with the warranty department.  
  
  Thank you **** Blue
  

  
  

  

  Business Response

  Date: 03/27/2025

  Thank you for providing detailed documentation, including the text conversations and images relating to your shed installation and subsequent issues. I truly understand how frustrating this ongoing situation must be, especially after the investment and time you've already committed since your original purchase on September 16, 2017, under Sales Order #*******. We sincerely apologize for the inconvenience caused by the improper installation of your first shed and the recurring issues with the door. Regarding the issue on August 23, 2023,involving the door adjustment, I understand your frustration with the bending method used and the subsequent weatherstripping solution, which unfortunately did not resolve the sealing problem. Thank you for your continued patience, and again, we apologize for the inconvenience you've experienced.

  Customer Answer

  Date: 04/02/2025

   
  Complaint: 23016619
  
  I am rejecting this response because: 

  I looked at the response last night from Tuff Shed and not sure how to proceed. In the previous response they state door issues but warranty found it functional and operational or I should have known to add something to the door and/or installed a different door. How would I have known about fixing it properly over the years if they are in business to sell sheds and I am a consumer that is relying on them to provide a strong structure to house my storage items. The last line states additional complaint of finding nails and loose shingles, Warranty team and Superintendant investigated, and found no leaks or issues". Again, they have only replaced, shimmed, bent, reviewed, or inspected the door. The new response appreciates my frustration, pictures, emails, time and effort involved in trying to resolve my issues with my shed and door and how it did not resolve the sealing problem. Last line states thank you for my continued patience and again they apologize for the inconvenience.

   

  My question is since they stated they found no issues with the roof even though I sent pictures that prove otherwise and all they commented on was the door in the last response, what do I do now? My continued patience means what? I need to be able to get a shed that I can use for the purpose intended. I paid ******* 7 years ago for this Shed that I can not store anything in that will not get ruined by mold/mildew, etc. I cant remove it, move it, sell it, etc as it is adhered to the ground. I am at a loss as to what to do. Having an 8 by 8 shed is more than an inconvenience when you cant use it.

  
  
  Sincerely,
  
  **** Blue

• Initial Complaint

  Date:02/22/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 1/6/25 a Tuff Shed sales *** met with my husband regarding the specifications of the shed & pricing. The grand total for the job was $8,390.38. We paid extra for Tuff Shed to handle the permit process, the permit was approved on 2/5/2025 and February 11, 2025 was our scheduled install date. The morning of 2/11/25 we received a call that the installers where on the way to our home & should arrive by 11am. About 10 minutes before their arrival time, we received a call stating that their truck was on the highway leaking antifreeze, they were about 10 minutes away from *********. So, the install had to be cancelled & a ***resentative from Tuff Shed would call to reschedule within a day or two. I received a call from Tuff Shed 02/12/25 saying that our new install date was 2/14/25, on 2/14/25 we received a call about 10 minutes prior to their scheduled arrival time, was told that truck was still in the shop so the shed wasn't going to be installed. I called on 2/18/25 to check the status of the shed install. I was met with the truck was still in the shop and was told it's in a ***air shop only 10 minutes from our home, I explained that this was unacceptable because I should've been kept in the loop about our project, I asked if they could send another company truck to unload the parts. I was told that everything was loaded using a forklift so it would be too much for 2-3 men to unload alone. So, again nothing was being done to accommodate us. I made several calls and left messages at Tuff Shed NO ONE would call me back. I reached a ***. who answered and sort of helped me but when I tried calling her back, my call went to voicemail. Our shed was installed 2/21/25 BUT the company did not include the hardware to install the door to the shed, so we don't have a door for our shed, Tuff Shed makes the hardware for their doors I called Tuff Shed, left a message & I'm sure my call won't be returned. I feel like once the sale was made the customer service stopped this is awful

  

  Business Response

  Date: 03/03/2025

  I reached out to ******** **** and explained that, unfortunately, the shop where the truck was being serviced did not allow any of our team to unload the shed due to liability concerns. However, once the truck was moved to a new shop, I immediately had another crew from our factory go and unload the shed, installing it the same day. After installation, the contractor informed me that the door hinges and handle were missing, and the anchors needed to be installed. However, due to frozen ground, they were unable to complete this step. I reached out to ******** again and assured her that someone would return the next day to complete the installation. The following day, ****, our factory repairman, went out to install the door, hinges, and handle. Unfortunately, the ground was still frozen, so he couldn't install the anchors. I updated ********, letting her know that another visit would be scheduled for the final installation. A Tuff shed installer later went out and installed the anchors as promised.

  On Friday, 2/28/25, I reached out to ******** one last time to confirm that everything was installed to her satisfaction. She did not answer, so I left a voicemail and followed up with a text message, asking if everything was completed to her satisfaction and if there was anything else we could do for her. As of today, 3/3/25, I have not received a response.

  Customer Answer

  Date: 03/03/2025

   
  Complaint: 22976359
  
  I am rejecting this response because: I received and rejected the response for complaint id#******** from ******************** because all of the information that ******* stated was totally incorrect. 
    
  I was notified by the installation crew on February 11, 2025 who is the subcontractor (not Tuff Shed) that his truck was leaking antifreeze and had stalled on the highway. He said that a towing company had been called and that he'd let me know what was going on. I received a call from the installer who let me know that his truck had to be towed to the repair shop, so I wouldn't have my shed installed on that day. He advised that someone at Tuff Shed would call me in a day or two to reschedule my install. 
    
  No one from Tuff Shed called me to inform me about my shed, as ******* stated in her response to my complaint. Any and all calls placed to Tuff Shed were initiated by me and my calls were never returned. ******* failed to mention that she was supposed to return my call per a representative by the name of ********; it's odd how she can say that I hadn't returned calls but failed to mention that she and any other worker from Tuff Shed ever returned my calls. There's alot of finger pointing from Tuff Shed towards me and she's not taking full responsibility for their unacceptable behavior. 
    
  I continued getting system generated emails from Tuff Shed regarding my shed installation after the February 11, 2025 incident, I was supposed to have an install on February 14, 2025 and it was about 10 minutes before the arrival time on that date when I received a call that our shed wouldn't be installed because the truck was still in the shop. Still no one (not even *******) provided the information that ******* listed in her 3/3/25 BBB response about the truck. 
    
  The man I spoke to on February 14, 2025; kept making excuses about the truck and told me that the part for the truck hadn't come in yet. He said the truck is in a shop either 10 minutes or 10 miles from my home; like that was supposed to make me feel better. I explained that at the time, it didn't matter where the truck was located, because the shed wasn't at my house. I asked if someone from Tuff Shed could drive to the repair shop to take the materials off of the truck and load it onto a company truck. Still no detailed response that this was the subcontractor's truck not a company truck. I was told that the materials were loaded onto a truck by a forklift, and it would be too much for 2-3 men to unload. Still, no effort was made to provide additional information nor did he care that I wasn't being contacted regarding any updates on the installation of my shed. 
    
  I kept receiving automated emails from Tuff Shed regarding installation dates and times, no follow up calls from Tuff Shed on whether or not the install would take place and of course it never did. The final automated email stated that the shed would be installed on Friday February 21, 2025; so from February 14th until February 20, 2025 no phone calls from Tuff Shed. I received a call on February 21, 2025 that our shed would be installed that day. Of course, I wasn't thrilled because it had been 10 days since we were supposed to have our shed installed and we hadn't received a phone call from Tuff Shed so I didn't trust that our shed would be installed. 
    
  On Friday February 21, 2025 our shed was installed; but when the installers were going to put up the door, the hardware for the door wasn't there so our shed was installed without a door. The installer called Tuff Shed, sent me a text and told my husband that the door hardware wasn't included so the door couldn't be installed. Again, no one from Tuff Shed called to provide an explanation nor did anyone from the company come to our house at least on Saturday morning to install the door. 
    
  Our shed remained open all weekend long until an installer called me on Monday morning to say he was coming to install the door.  Another example of unacceptable business practice by Tuff Shed and no phone call to apologize for what happened. We spent well over $8,000 on a shed that had to be left open for any animal or homeless person to get into because it didn't have a door. Our shed remained open (without a door) all weekend from Friday February 21st until the installer came out on Monday February 24th to install it.  
    
  By February 26th, I received a docu-sign email from ******* requesting my signature stating the install had been completed and she stated in the email that if I had questions or any outstanding inquiries that they'd be addressed even if I had already signed the document. Before signing anything, I read over the paperwork which stated that paint, paint brushes and rollers were given to the customer so we could apply the second coat of paint to the shed. Wait a minute because we ordered a shed with siding and why is it our responsibility to paint a shed. 
    
  I left a voicemail message from ******* on February 26, 2025 explaining the above and told her that I wasn't signing anything until everything has been taken care of.  ******* never returned my call regarding the question about the paint. I sent ******* an email on February 27, 2025 at 4:35am since I didn't get a return call from her and expressed my concerns. She responded to my email and said that she would forward my concern. Now, it's not like Tuff Shed was or has been ringing my phone nonstop about my concern because they left a voicemail message on February 28, 2025 at 9:03am (after my February 26th inquiry) the caller left a message saying that they wanted to make sure that everything was good regarding my shed, never did he address my concern about the paint. He asked me to call him back. I had a busy day at work and in addition to working full time, I'm also a caregiver to my elderly mom. So, no I didn't return his call. 
    
  On February 28, 2025 I received a text from **** at Tuff Shed, checking to see if everything was good. That still didn't address my concern, I responded to ****** text at 4:33am today March 3rd, we ended up talking on the phone at 5:44am today about my concern regarding the paint. **** told me that the company applies the second coat of paint before the shed is installed at a customer's house and he said that he'd have someone come out and apply the second coat of paint on our shed. Which someone came out and painted our shed.  
    
  As you can see Tuff Shed has dropped the ball during this entire process and as I stated before once they had a sale the customer service stopped and the childish  response to the BBB complaint only confirms what I have been saying about them. Not owning up to their mistakes makes it worse. 
    
  Thank you  
    
  

  
  

  
  
  Sincerely,
  
  ******** ****

• Initial Complaint

  Date:01/17/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased the Premier Pro Tall Ranch 12x24 (with a 10yr warranty) from your store located in ************, **. It was installed on Dec 6, 2023. I don't remember the exact date the I called to file a complaint. It should be in your records. I have reached out to the warranty department and the directly to the store. At the store I have been dealing with *****. The complaint I have is because the service I have received has been unacceptable. Initially I reached out because the door would not close correctly. They came out (I believe 2x's) and adjusted the door and did some crazy fix on it. Once it start raining, I found water was coming into the shed somehow through the doors. Every time it rains water comes in. The problem is getting worse. They sent out the contractor that built the shed, they sent the guys that work at the site, and recently a new person. With that being said, they have come out multiple times. The fix has been adjusting, silicone, and telling me that there is nothing wrong despite water continues to leak and the doors continue to be problematic. The recent contractor said it is not a door issue but an installation issue...it was not done correctly. I also believe the company charged me for leveling to raise building on block 8" and did not receive.This problem is not a huge problem. I feel like now I am being treated like I am a nuisance. This has been going on for a year and enough is enough ***** *********, ************

  

  Business Response

  Date: 01/23/2025

  Hello,
  We have been in regular contact with ************** She has heavily modified the interior of her building and states her French doors are leaking. We had an installer site visit to access 10 days ago.  The installer believes that water is pooling and flooding at the front of the shed causing water to seep through the threshold and framing. We have a plan to add additional sealant, remove and reinstall the door to ensure all sealing to code is correct. We could decline to do any repairs as the interior finishing voids the shed warranty. We had to order a sill pan with an ETA of the week of 1/27/25. ***** is aware and communicated with on all this.

  Thank you

• Initial Complaint

  Date:01/16/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Ordered a Shed Winter of 2024 around march, 2 men and 1 women came to build it. They were not prepared and had to call out more workers to finish the job. After a week the shed was pooling water and leaking through the windows.1st call: They sent 2 people out to fix it. It did not get fix, still leaked.2nd attempt: They sent out one man and he Caulked around the windows, it did not help. We had a pool of water with some of the paint inside the shed.3rd attempt: another man came out and caulked the s**** holes and nails. Did not fix the windows.4th attempt: There hadn't been rain in a week and they said there was no leak.5th attempt: They replaced the windows, or took the windows and put them back. The walls started to leak around the foundation.6th attempt: it hadn't been raining for over a week and they said no leak.7th attempt: An "Expert" or their "best" came out and told us the foundation had not properly been put in. He then unscrewed the floor and pulled on it and asked for our help to hold it while he recrewed it in. This is now November 2024. He said he would tell his bosses that we are unhappy and have been stalled for an entire year with our plans. 8th attempt: Playing phone tag for 2 months until they said they would come out around Tuesday the 14th. They then canceled and are coming out Friday. However it hasn't rained in 5 days. They ignore our pictures when it is raining and want to check in person. We want a refund or a new shed, but unfortunately life doesn't wait and we have had to use the shed for storage. Making it harder to remove items for them to see the leaks and we have to adhere to their schedule which is "sometime" Friday. We needed that shed for Chick raising, office work, and it to be temperature controlled. We can not do that if it leaking and it is pretty much a extremely expensive shed that we could've paid 200$ for a kit.They also didn't fully paint it and didn't add the insulation we requested.

  

  Business Response

  Date: 01/23/2025

  Hello, 
  

  We have dispatched our most experienced *** along with another tenured *** out to this customers site and are currently working on this issue. Should we be unable to correct this for the customer we will be more than happy to replace the shed with a new one. 
  
  Thank you 

• Initial Complaint

  Date:01/14/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a shed last month from Tuff Shed. I informed them I was purchasing the shed to house a ***. I gave them the dimensions of the *** and said that the door opening needed to be large enough to house the ***. They showed me very basic plans which I agreed. A while later, I received a call from *** that the door was too small to allow entry of my vehicle, the sole purpose of the purchase. She said that they would order a new door and it would take six weeks. I never agreed to pay more for a different door. Prior to that I was called two other times. Once because they said the floor needed upgrading and once to upgrade the roof. I agreed to pay for those additional changes and charges. About a month later they arrived with the shed and door. The installers said the door would be too small for the vehicle and they ordered another door. They finally installed the third door. Earlier they informed me that the shed needed additional paining. Therefore, the shed is still not "complete". Today, I received an email that they charged one of my credit cards for more than we previously agreed. Also, I never agreed that they could blindly charge my credit card. Also, much to my dismay, Tuff Shed in ************** gave my credit card information yo Tuff Shed in ****** without my permission. I have no problem paying for the shed when it is complete for the agreed to price. I agreed to pay them in the future after the shed was installed. I did not agree they could charge my credit card without presenting me an invoice and going over the charges. The contract only said that I would pay them in the future after the shed was installed.

  

  Business Response

  Date: 01/23/2025

  Hello,

  ****** spoke with the customer a week ago regarding the final payment being pulled upon shed completion. He explained the process to him we cannot paint until we warm up consistently above 40+ degrees. He is one of several customers who we have listed to do get that done when weather permits. To address the situation, I had ********* reach out to ***. She was able to calm him down and *** accepts the charges and understands the need to complete the painting in the spring.*** will follow up with him at that time to schedule the work. *** has requested to communicate exclusively with *** moving forward.  The customer is fully paid, fully complete, except for the second coat of paint, and knows that we will be back out as soon as it warms up enough to do the second coat.  

  Customer Answer

  Date: 01/27/2025

   
  Complaint: 22811747
  
  I am rejecting this response because:  

   

  I reject the businesses response because of their wording, however, I now consider the matter closed.  **** with Tuff Shed visited our house and agreed to credit my account $800.  I agreed to paying in full, except for the forthcoming $800.00 credit.

   

  Thanks you very much for your help.

  
  Sincerely,
  
  *** *****

• Initial Complaint

  Date:01/07/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am filing a complaint regarding poor workmanship and lack of customer service from ********************. In July 2020, I purchased a Premier PRO Ranch Garage. After four months, the bottom door rubber sweep fell off. I contacted employee **** *****, but after a few emails, she stopped responding, and the issue remained unresolved.On December 5, 2024, I contacted Tuff Shed again due to rain entering my garage. A repair appointment was scheduled for January 2, 2025. While my door was functional prior to this visit, the contractor removed the entire door, damaging the trim, rubber seals, and door frame. The contractor improperly widened the frame using a drill and left the door with gaps and unable to close properly. Shockingly, the original issuethe replacement of the door sweepwas not addressed.I have photos and videos documenting the damage caused. Attempts to escalate the issue to both corporate and local offices have been ignored. On January 4, 2025, I spoke with manager ****, who assured me he would call back on January 6 after reviewing my evidence. As of today, I have received no follow-up.This experience has caused significant frustration. Tuff Sheds failure to resolve the issue and the contractors negligence have left my garage in worse condition than before.Resolution Requested:-Immediate repairs to my garage door, including replacement of the door sweep.-Compensation for damages caused by the contractor.-A formal response explaining how the issue will be addressed.Thank you for your assistance. I can provide supporting evidence upon request and can be reached at ************ or **********************

• Initial Complaint

  Date:12/19/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My husband (****) and I purchased a garage from Tuff shed in August 2023. The Tuff Shed portion of the garage was completed in November of 2024. We have contacted Tuff Shed regarding the following: 1) The concrete floor inside of the garage was damaged by Tuff Shed when they incorrectly placed the staircase and then moved it, two holes remain in the concrete. 2)Tuff Shed did not install the trim around the exterior of the window opening. 3) Tuff Shed did not install the man door correctly. 4) Tuff Shed left nails protruding from the exterior siding.On November 21, 2024, an employee of Tuff Shed (****) came to our house and collected the remaining balance for the construction of the garage. **** pointed out the 4 problems that I have listed above. **** told **** that he would look into this. **** had been unable to reach **** by phone until 12/18/2024, at this time **** explained to **** that he and his associates were going to have a meeting regarding the problems and get back to him. We would like Tuff Shed to correct these problems. It appears that now that they have received payment in full, they are going to ignore us and these problems.

  

  Business Response

  Date: 12/23/2024

  The customer made a purchase in August 2023. It was completed November 2024.
  During the installation it was discovered that there was a concern with the staircase that was immediately addressed, however because the staircase had been anchored into the slab there were marks left in the concrete. The installer did some work for the customer for free and gave Mr. ***** some building at no charge as way making up and apologizing for the error and believe that this concern had been settled.
  The was an additional opening placed in the building at no additional to the consumer with the agreement that the customer could place the finish trim on the building later at date and that they choose.
  We have set and appointment to address the issue with the door. The appointment to service the door is January 2,2025
  We have set and appointment to address the issue with the protruding nails and appointment to service the door is January 2,2025
  

  Customer Answer

  Date: 12/26/2024

   
  Complaint: 22710391
  
  I am rejecting this response because: **** received a phone call from a woman at Tuff Shed on 12/20/24. The woman set up an appointment for 1/2/25. She said that Tuff Shed would look at the man door and the window trim on that date. The protruding nails were not discussed. 
  
  Sincerely,
  
  ******** *****