ComplaintsforTuff Shed, Inc.

• Initial Complaint

  04/03/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Tough shed leaking. Floor I put in ruined. Called customer service. I was told the warranty was void because I didn't paint the shed. True. Paint would have protected the caulking around the window and vent, except no caulking was ever installed. A workmen, **** came out to repair and said no caulking was ever installed so that's why it leaked. **************** said not their problem.

  

  Business response

  04/09/2024

  This building was originally built on 2/2/2021 and was purchased as a NO PAINT option.  We have gone through several extremely wet seasons over the past couple of years and this is the first and only warranty claim that has been made. When we processed this warranty request, we sent out our Field Technician to assess and address the concern at no charge to the customer and without the required photos of the shed having been painted in the time required, per the warranty document.  Upon arrival we confirmed the building remained unpainted and additional materials were added inside the building. We still completed the warranty as customer satisfaction gesture. 
  Once we received the details and photos from our Field Tech, we let the customer know that the building is no longer covered under warranty and that any services needed in the future will be charged and that damaged materials would not be covered.
  I have attached our warranty document that states the building must be painted within 90 days along with photos of the building after we completed the warranty showing the building unpainted 3 years later.
  Also attached are photos of the interior showing the materials that were added to the building that are now damaged.

• Initial Complaint

  04/02/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I bought a shed from the *****/ ************* ********** site on March 6, 2024 for $6229.85 and was told they would send me the engineering paperwork to satisfy the requirements to get the Permit needed to have the shed built on my property. I was going to get my permit myself because the city I live in had free permits for 3 weeks in March and since I never received the engineering the free permit program has expired. I texted and called Tuff Sheds to help me and got no response. I finally got a hold of the salesman about the situation and he told me that they're short staffed and apologized and said he would get someone to r=take care of that and still nothing. So I finally gave up and told them (twice) to just give me a REFUND AND CANCEL MY ORDER and still no response. I texted the salesman again and he responded that he was puzzled that this wasn't done yet. Now the payment is due and I'm not going to make any payments on something I didn't receive.

  

  Business response

  04/08/2024

  Cancellation of the order has been made and a refund has been processed for the customer.

• Initial Complaint

  03/18/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Several months ago tough shed installed a shed. The installers did a terrible job on the install and when they left they damaged my landscaping and my gutter. I contacted the company and sent some photos. The person i ordered the shed from said that repairs would be made. This never happened. I left several voice mails and was never contacted. I was contacted by a finance company stating that tough shed contacted them regarding payment. I stated that they should not be paid until my complaint regarding damages was taken care of. This incident happened several months ago and they are trying to get the finance company to pay them and they still have not addressed the damage of my landscaping.

  

  Business response

  03/26/2024

  Below is a summary of events, provided by our local District Manager. 

  -Shed was built on August 31st and went on grass & dirt that wasnt level
  -Customer signed both the Sales Order & ICA (attached), acknowledging the deliver and install were completed with no issues.
  -Customer declined the charges from Green *** (our financing partner) several times last fall & winter
  -Customer reached out after install complaining of damage to his patio pavers and down spout
  -We sent the install crew back out to address the down spout and pavers
  -We tried numerous times last fall and winter to speak with customer and never got a response
  -We worked with Green *** (financing company) to get payment for the shed
  -Green *** determined we honored our agreements and contracts and therefore forced the charges through
  -Customer then reached out to Green *** claiming we didnt take care of his landscaping and he now also had leveling concerns
  -We were able to speak with customer for the first time in months and he would not allow us to come back out to address leveling and landscaping concerns
  -Customer told our scheduling coordinator that he will see us in court
  -Customer is asking for a $2500 credit for the landscaping
  -Green *** also attempted to work with customer and was unsuccessful

  At this time we have fulfilled our end of the contract. 

• Initial Complaint

  03/11/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have purchased the largest tuff shed that I could for my property. The initial process was fine as expected from a large company that sells buildings for decades. There was communication issues on when the builders were going to be out. They took the last payment early before the last inspection. It took weeks after their last visit and calls to eventually come back and pick up garbage and nails. when they did come back they picked through the garbage and nails for what ones were "theirs". there was a leak and the building is holding onto humidity for days an I have been calling but cannot get someone to come look at the issue. For the money they are not providing the same quality of work that they show in their show room and they do not treat your property with the respect that it should be treated.

  

  Business response

  03/12/2024

  We did have some difficulty in contacting the customer to arrange repairs. We were able to reach them 3.11.2024 and have scheduled a tech to address the issues today 3.12.2024

  Customer response

  03/15/2024

   
  Complaint: 21414124
  
  I am rejecting this response because:

   

  I had called multiple times a week for approx. 2 months.  They did not have a hard time contacting me.  They decided not to contact me.  I left voice mails and talked to the scheduler, but they were not in charge of my project, so they left messages for them.  
  
  Sincerely,
  
  *****************************

  Customer response

  03/20/2024

  what clarification do you want?  *********** did a poor job and I want everyone to know that they did a poor job.  They failed to do the job up to the standard that was acceptable.  they since have come out and said that they did some work wrong and had to fix items.  I have not even been able to use the building yet.  They also have not offered any apology for the poor workmanship or bad service.  

• Initial Complaint

  02/02/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We recently purchased a Tuff Shed and after 4 months of being ran around to get plans corrected and stamped they came to build it. They did not bring the proper materials for the loft and said they would come back. After many calls they did come back just to build it incorrectly, numerous people have called on this issue to get it rectified and we have gotten nowhere. They already took our payment and told us that it is good enough for them and have no intention on returning to correct the mistakes made on a $10,000 shed. It has been absolutely unacceptable customer service and we are extremely upset at how this has been handled. We will never be buying a Tuff Shed again if they cannot uphold the standards they set in place. It is so dissapointing to have spent so much and to have been treated so terribly. They did not come prepared, they did not follow the plans they forced us to get stamped, and they are not coming to correct their mistakes. A mistake like this completely ruins the company as a whole and I don't think we will ever be able to trust them again.

  

  Business response

  02/13/2024

  We have made several attempts to contact the customer without response. We are not able to find their order info with the phone or email address provided. We need the name, phone or email address used to place the order so we can better address this issue.

• Initial Complaint

  01/11/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a tough shed to turn into a bedroom when it was put up the contractors. I dont know if they were subcontractors or what but every other nail that they put into the roof and into the side walls went through the side, not hitting the two by fours and now the roof is sagging and its not even a year old yet. I had it financed through RTO and it was through their company of tough shed and every time that Ive talked to RTO they tell me I have to go through tough shed every time I talk to tough shed they tell me I have to go through RTO. Im tired of the running around, but ** doing by dealing with this And *** purchased two others and did not have this problem. Contractor came out and did my first which one is almost 10 years old. The other one is almost 8 years old different contractor did the third one and this one looks worse with a sagging roof than the other two.

  Customer response

  01/18/2024

  I have pictures 

  Customer response

  01/18/2024

  I have pictures 

  

  Business response

  01/18/2024

  The described issues sound like they would be covered under our standard warranty. The General Manager would like to visit the customer's shed to review all issues in order to prepare a punch list for our warranty repair technician and schedule the repairs after the assessment has been made.

• Initial Complaint

  12/11/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Bought Tuff Shed product; install was fine; leak discovered this fall; advised Tuff Shed of issue and of interior damage; Tuff Shed sent out technician to inspect and fix leak; caulk applied to roof edge; leak may have been fixed. However, Tuff Shed has refused to acknowledge interior damages or deny my claim for interior damage or to respond to correspondence. Warranty language does not exclude such repairs.

  Customer response

  12/12/2023

  Business has contacted me to resolve.  I will advise any updates.

• Initial Complaint

  11/25/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  After waiting for 3 months for the shed, the delivery was scheduled for Friday *****, and on Wednesday *****, I was informed that the Truck broke down. My delivery was rescheduled for Friday 12-01.They actually want me to believe that a Company like Tuff Shed/Home Depot has only 1 truck to make the delivery.

  

  Business response

  11/29/2023

  The customer is scheduled and confirmed for deliver on 12/1/2023.

• Initial Complaint

  10/09/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  The shed was paid in full on 7/26/23. The installation was scheduled for 8/31/23. The inspector for ****************** came out for inspection on 9/1/23 and stated shed did not pass inspection. **** reached out to *** (manager) the same day to inform him the shed did not pass inspection. This heated argument led into *** disconnecting the call. and we never heard anything else from ***. On 9/7/23 ******* reached out to *** again and was told to send over a copy of the letter received from the inspector. After ******* sent the letter to *** on 9/7/23, *** stated he received the letter. Never heard anything else from ***. Every day we get emails from Tuff Shed asking us to sign off on the project, but we informed them the shed sis not pass inspection and we're not signing off until it passes the inspection. We've made several calls, sent emails to have Tuff Shed to complete the job, and no success. I left message explaining we need for someone to install the 4 brackets per ******************, not to move the shed. This is holding us up because we need to get the garage cleaned by placing the items in the shed. We cannot place the items in the garage because the Tuff Shed contractor need to install brackets on the inside of the shed. Tuff Shed needs to reach out and have this situation completed within the next week or refund part of the money we paid to have the shed built.

  Customer response

  10/12/2023

  Hello BBB, thank you for reaching out to turf shed on our behalf. Tuff Shed finally reached out to us with a completion date on 10/10/23 and the ****************** inspector came out on 10/11/23 and the shed passed the inspection. Thanks again for getting involved by contacting Tuff Shed.

  **** & *******************************

  

  Business response

  10/19/2023

  Our team has resolved the customer's issues. The final inspection has passed, and we confirmed with the ***************. We have tried to reach out to the customer after the inspection passed to make sure they are satisfied but we haven't received a response.

• Initial Complaint

  10/05/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On September 7, 2023, I went to purchase a Tuff Shed from the local dealer here in *********. We looked at the shed and i decided that I would purchase the premier tall ranch. ******************* and I talked over the details and what options I wanted. He looked up our property on line, I explained that our property had a slope to it, and he assured me that the installers would have no trouble putting where I want it. When the installers came to set the shed up, they called me outside and told me they could not put it in the location I wanted in. Then they started trying to figure out where they could put that in their opinion would the best place for it. I watched how they were putting the shed together and it seemed to be good. Then a storm started coming in, and they started to hurry to finish the job. Needless to say the shed is not where I wanted it. They never called the salesman and spoke to him about the problems they were having. And I was taken aback at the way things were going.I noticed before they left that the underpinnings were not all touching the concrete blocks they had used to set the shed in place and level it. The blocks are not level, shims are not placed correctly and some are just sticking out from under the shed. Im very sorry for having choose this company to purchase a shed. They are not nice about my concerns and said they would look into fixing some of the problems. But they will not move the shed, and would charge me a restocking fee to remove it and give me a refund.

  

  Business response

  10/10/2023

  One of our managers reached out to the customer:

  I spoke with this customer at length yesterday. After speaking with her, I found out that she was unhappy about:
  
  -Where the shed was built
  -The fact that the blocks were not touching the metal frame the entirely
  -There was no workbench on the order
  -************************* did not come do a site check when she stated that her yard was not level
  
  While speaking with her, I found out a couple of facts:
  -The original place that she wanted the shed would have made the front of the shed up to her waist. She did not want the shed that high
  -The contractors moved the frame of the floor around her yard looking for a more level place to put it, with her there. 
  -They showed her that the most level place to put the shed is where they put it. She agreed and let them proceed.
  
  I let her know that she was scheduled for next week for us to put in the workbench and that we could address the blocks and any other concerns she had. 
  
  -The customer then told me that she wanted me to just come and pick up the building. I informed her that there would be a restocking fee for us to do that. The contractors walked with her and were told to continue building the shed where it is.
  -She stated that the salesperson should have come out to her house to see her yard when she told him that it wasnt level. I informed her that the salesperson is not responsible for doing a site check on every building. He looked up her house on ****** Earth while she was there. I informed her that if the ground is further out of level when the contractors get there, then we follow the process that the contractors did that day.

  Customer response

  10/12/2023

   
  Complaint: 20700026
  
  I am rejecting this response because: the salesman should have personally looked at the site when I told him it was not level. I realize that he could not possibly go to each site, but when a customer tells you that the site is not level, and then you tell them oh I think they can get it level. I feel that he just wanted to appease me because I was just a woman and wouldnt know the difference and go along with whatever the installers told me. Which I hate to say that I did just that. I agreed for them to put it where they said it would go because I had no other choices. Had I stood my ground and told them no, what would have happened. The shed left unfinished and laying in my yard??? I have had a very nice man that came out and fixed the blocking of the shed, he had to reblock almost all the structure. He also put in a workbench.  I wished I had looked at all the bad reviews Tuff Shed had on the BBB website. I stupidly only looked at what was on their website. Still not happy and will never recommend this company.

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

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