Complaints

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:06/30/2025

  Type:Customer Service 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.

   
  
  Complaint: ********
  
  
  
  I am rejecting this response because: When my son spoke to them , he said it seemed like they weren't sincere about solving the problem and was just saying what they thought he wanted to here. They gave the name and number of the third-party involved but they will never answer the phone or return a text or email. I guess I need to file a complaint about them also.
  
  
  
  Sincerely,
  
  
  
  ***** ****

  

  Business Response

  Date: 06/30/2025

  ******

  We are sorry for your difficulties in this matter. One of the Representatives in our Customer Care Team called your phone number again today and spoke with your son. So please be sure to check with him regarding their discussion. 

  If you still have any questions, issues, or concerns after speaking with your son, please do not hesitate to call us back on our Customer Care phone line, which is ************* 

  Thanks a lot!

  The Customer Care Team 

   

   

   

  

  Business Response

  Date: 07/09/2025

  Alice,

  We are sorry you had difficulty reaching our independent driver regarding the rut he inadvertently left in your yard. We just reached out to him on your behalf and were delighted to learn that he has contacted you and is going to return to your place to fill in the rut with dirt and smooth it out for you. 

  If you have any other issues or concerns, please do not hesitate to call us at *************

  Sincerely,

  The Customer Care Team

   

  Customer Answer

  Date: 07/18/2025

   
  
  Complaint: ********
  
  
  
  I am rejecting this response because: Even though the owner contacted me a week ago, I wasn't given a date that the work would be completed and haven't heard anything since. I don't want to close it out because I feel I'll just be ghosted and not ever hear from them again. 
  
  
  
  Sincerely,
  
  
  
  ***** ****

• Initial Complaint

  Date:06/06/2025

  Type:Delivery 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.

  THEY WERE SUPPOSED TO DELIVER A BUILDING AT OUR NEW PLACE. THEY CLAIMED THAT THEY COULDN'T DELIVER IT. THEY TOOK THE BUILDING BACK TO THE LOT THEY THEN WANTED TO CHARGE US $500 DOLLARS TO DELIVER IT. AND SO WE TOLD THEM WE WANTED OUR MONEY BACK. THEY THEN TOLD US THAT WE DON'T GET OUR MONEY BACK AND THERE'S A CANCELLATION FEE. WE PAID THEM CLOSE TO $600 DOLLARS.

  

  Business Response

  Date: 06/06/2025

  ***** and ******, 
  We are sorry for your misunderstanding, but it is clearly stated in your contract that it is your responsibility to have the delivery area cleared of tree limbs and other obstructions that would prevent us from delivering your building safely and without damage. Our agreement that you signed to order one of our buildings clearly states the following: 

  "If the Merchant has initiated delivery prior to notice of cancellation and Consumer refuses delivery of Property or refuses to do that which is necessary to facilitate the delivery, Consumer will pay Merchant a cancellation fee equivalent to two (2) monthly payments along with any transportation and other costs, including but not limited to any delivery fees, service fees, escort fees, and permits."  
  
  You refused to clear their path to the delivery site of the tree limbs and you refused to pay the delivery-attempt fee to help us recoup some of the costs we incurred by attempting to deliver the building and then having to return the building to our lot. These actions on your part caused your order to be canceled and activated the fees associated with it. Because you only paid one payment down, we were not even able to collect the full cancellation fee and delivery-attempt fees as a result, which caused us to lose a significant amount of money on your order because of your non-fulfillment of the terms in the agreement that you signed.

  Given the above, you are not owed a refund of any kind. In fact, we could pursue legal action to collect all of the fees you owe us because of your non-fulfillment of the terms in the written agreement you signed with us. However, we are willing to let this go and leave all of this behind us if you are, as well. 
  
  
  Sincerely,
  The Customer Care Team 

• Initial Complaint

  Date:05/29/2025

  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.

   
  
  Complaint: ********
   
  
  I am rejecting this response because:. IT DOES NOT STATE THAT ANYWHERE IN THE CONTRACT JUST LIKE SCREWING THE HANDICAPPED OUT OF THEIR MONEY WHEN LIARS CAN'T DELIVER. SO GIVE US OUR MONEY 
  
  BACK RIGHT NOW.SO WE CAN TAKE OUR BUSINESS TO SOMEONE ELSE 
  
  Sincerely,
  
  
  
  ***** ******

  

  Business Response

  Date: 06/02/2025

  ******

  We are sorry for your disappointment, but it is clearly stated in your contract that it is your responsibility to have the delivery area cleared of tree limbs and other obstructions that would prevent us from delivering your building safely and without damage. 

  We sincerely want to deliver your building safely and without damage and will be absolutely delighted to do so when the delivery area has been properly cleared of obstructions. 

  Sincerely,

  The Customer Care Team

  

  Business Response

  Date: 06/11/2025

  ****** 
  
  We are sorry for your misunderstanding, but it is clearly stated in your contract that it is your responsibility to have the delivery area cleared of tree limbs and other obstructions that would prevent us from delivering your building safely and without damage. 

   

  The agreement you signed to order one of our buildings clearly states the following: 

  "If the Merchant has initiated delivery prior to notice of cancellation and Consumer refuses delivery of Property or refuses to do that which is necessary to facilitate the delivery, Consumer will pay Merchant a cancellation fee equivalent to two (2) monthly payments along with any transportation and other costs, including but not limited to any delivery fees, service fees, escort fees, and permits."  
  
  You refused to clear their path to the delivery site of the tree limbs and you refused to pay the delivery-attempt fee to help us recoup some of the costs we incurred by attempting to deliver the building and then having to return the building to our lot. These actions on your part caused your order to be canceled and activated the fees associated with it. Because you only paid one payment down, we were not even able to collect the full cancellation fee and delivery-attempt fees as a result, which caused us to lose a significant amount of money on your order because of your non-fulfillment of the terms in the agreement that you signed. Given this, you are not owed a refund of any kind. In fact, we could pursue legal action to collect all of the fees you owe us because of your non-fulfillment of the terms in the written agreement you signed with us. However, we are willing to let this go and leave all of this behind us if you are, as well. 
  
  Sincerely,
  The Customer Care Team 

  Customer Answer

  Date: 06/12/2025

   
  
  Complaint: ********
  
  
  
  I am rejecting this response because:
  
  WE DIDN'T REFUSE ANYTHING WE DIDN'T KNOW THAT YOU ALL WERE INCOMPETENT AND WOULDN'T BE ABLE TO DELIVER THE BUILDING THE WAY THE PROPERTY IS. SO WE DON'T OWE YOU ANYTHING.YOU OWE US OUR MONEY BACK. WE SHOULD HAVE LOOKED AT THE REVIEWS ABOUT YOU THIEVES. AND I SHOULD HAVE LOOKED ON BETTER BUSINESS BUREAU BEFORE DOING BUSINESS WITH PEOPLE WHO TAKE ADVANTAGE OF THE HANDICAPPED. WHICH IS ILLEGAL BY THE WAY. 
  
  Sincerely,
  
  
  
  ***** ******

• Initial Complaint

  Date:02/25/2025

  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.

  The Graceland Portable Building that my husband *****, and I purchased December 20, 2024 was delivered on January 8, 2025. January 18 after a rain storm we noticed significant rain coming into the building on each end. I notified the salesman, ******* *******, about the issue and sent him requested photos and information. He discontinued any further communication with me. Therefore I contacted the company. I again sent photos and information. The company responded with an email on January 22 stating that they submitted a claim to make repairs to the building and we would hear from them within 1 - 2 weeks. To date, February 24, we have had not heard from them. As a result we have had to hire someone to come in and make repairs costing over $500.00. Graceland has not taken any responsibility for the errors concerning the construction of the building.

  

  Business Response

  Date: 03/13/2025

  Dear *******, 

  Our records show that a warranty claim was submitted on 1/22/25.
  A response to the claim was emailed on 1/22/25 and a service call was entered that same day.
  You were not told a timeframe for the repair to be completed, only that the repairman schedules 1-2 weeks in advance. 
  The invoice you sent to our dealer for the repairs you claim you paid for has a date of 2/7/25 on it. This is 2 weeks and 2 days after your claim was submitted and service call entered.
  You did not request any updates from our Corporate Team from the time the service call was entered on 1/22 until you notified us you had completed your own repairs on 2/24/25. 
  You were not given approval by Graceland's Warranty Department to complete your own repairs through a third party contractor, which voided your warranty. 

  The good news is you have a building that was built to last you a lifetime. We with you every every happiness as you do so. 

  Sincerely, 

  The Complaint Response Team

• Initial Complaint

  Date:01/07/2025

  Type:Customer Service 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 have a tenant living on my property who is leasing 2 buildings from Graceland and has them on my property. She was late with payment on the larger building, so they came and repossessed it. In doing so, they caused significant damage to MY driveway and yard and also some to my neighbors yard. I reported it to them, sent photographs and have been offered $50 to fix what will cost me close to $250 minimum. I have yet to see the supposed $50 gift card or the waiver. This all happened back in October 2024.

  

  Business Response

  Date: 01/15/2025

  Dear ******, 

  We have made numerous attempts to reach you by phone and email and are getting no response from you. We emailed you the waiver to sign so we can send you the gift card and got no response. We do not know  what else we can do to help you out. 

  If you are sincere in your desire to let us help you with these repairs, please get in touch with us in any of the following ways: 

  - Return the numerous calls we have made to you. Our phone number is ************ ****** *. 

  - Reply to any of the numerous emails that we have sent you. Our email address is *******************************. 

  - Sign and return the ******** waiver we emailed you. 

  We hope to hear from you soon! 

  Sincerely,

  The Customer Complaint Response Team 

• Initial Complaint

  Date:10/22/2024

  Type:Delivery 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 contacted Graceland portable sheds on October 3 & 9th to let the know I was moving and I needed to have the shed moved to another address. They told me I needed to pay 540.00 to have the shed moved. So I asked if there was a way I could make extra payment monthly because I didn't have 540.00. Customer service told me that wasn't possible and I told her I would find another way to move the shed. She told me ok, is there anything else I could help you with and disconnected the call. I called later on that day to speak to someone else regarding the move of the shed I told the representative that I had 350.00 I could give them towards moving the shed an I could pay the remaining the end of the week. She told me that wouldn't work and I needed to pay the full amount. I was able to get someone to move the shed for the amount of 350.00, when we were moving the shed the gentleman was acting like I was trying to steal the shed which wasn't true. The company I hired took the shed to there lot, the guy that they paid to take the shed, did absolutely nothing. I called Graceland to let them know I wanted my shed the told me I needed to make my account current plus pay the 540.00 to get the shed redeliver to me I did bring my account to an zero balance. I called Graceland to see if we could work out the 540.00 payment. They aren't willing to do so and they are selling the shed. When I got the shed 2 years ago everyone was really nic, but the customer service is horrible they only look out for themselves. Everyone acts like they have never had a rough moment in there life. So of the customer service representatives are very rude abs cols hearted.

  

  Business Response

  Date: 10/29/2024

  Dear *********,

  We are genuinely sorry you are experiencing financial difficulty. Unfortunately, we could not stay in business very long if we let everyone keep our buildings who is having difficulty making their payments. 

  The agreement you signed to rent-to-own one of our buildings was legally tied to a specific address, so you can't just pick up our building and move it to another address without telling us -- especially if you are not current on your payments. 

  These are the reasons we had to repossess our building. 

  We genuinely hope things get better for you soon, and we sincerely wish you nothing but the best.

  -- The Customer Response Team 

• Initial Complaint

  Date:08/23/2024

  Type:Product 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 June 19, 2024, I purchased a shed from ******* ********* *** of New Bern, On June 24th my shed was delivered. As it was being set on the cement blocks, I noticed damage to the bottom, right corner of the building, brought it to the gentleman’s attention, and that made me start looking around the shed. I found damage on the door and on the backside of the shed the gentleman told me to call the number and file a claim as well as he noted it on the delivery sheet all of the damage and where the damage was so that it was noted upon delivery. I immediately called Graceland portable buildings at ************** I was instructed to take pictures and send them the pictures fill out the paperwork by email and file a claim. I did that they notified me by email that they would send someone to do the repairs on the building. Six weeks later a young man showed up and explained the door would have to be replaced and he would use a wood filler to repair the right corner and paint the backside. Same thing he called Graceland sheds claims repair department. They said they will not replace the door and instructed him to use wood glue and wood filler. I told him that was not acceptable. I then sent an email to Graceland Sheds and explain my disappointment in them not doing the repairs the right way. I Purchased a brand new building off the lot and did not expect it to come with so much damage and I’m not willing to repair it. A gentleman name **** ****** called and offered me a $250 gift card and the gentleman would come out and do the repairs the way they had spoke about I said OK I received an email to sign for the visa gift card, excepting that and no further complaint for the damage however, it did not state that the gentleman would do the repairs as well as the gift card, I got back in touch with **** ******* He said that he would talk to them and he would fix it. He text me back and said he could only give the gift card so he went back on what we agreed to

  

  Business Response

  Date: 08/30/2024

  ****i, 

  The employee who offered you to both repair the building and give you a gift card is new in his role and made an error in offering both to you. Because we strive to always keep our word and our commitments, we are going to honor his offer to you anyway. 

  Now go enjoy the best quality portable building made in America -- your Graceland Portable Building -- for the rest of your life! 

  Sincerely,

  The Customer Care Team

• Initial Complaint

  Date:04/11/2024

  Type:Product 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.

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:

  when the sales person arrived we were not currently walking out of that building. It seems you have denied our request to pull the CCTV footage to prove that. We never entered that building with the sales person as she immediately pulled us into the office to show us the custom build application on her computer. As far as signing the “happy sheet” we did that so that the delivery driver could make his next 5 deliveries scheduled for that day as he called customer service from his phone when he also noticed the interior of the building had appeared to have been vandalized. 
  
  
  
  Sincerely,
  
  
  
  *** *******

  lly my name was spelled incorrectly on contract which my wife pointed out to the sales person, we were told that would be fixed later and that issue was also not remedied.

  

  Business Response

  Date: 04/15/2024

  Dear ***,
  
  Our dealer first met you as you were coming out of the building you purchased with the paint already splashed on the interior. You said you wanted to purchase the building despite the splashed paint, so we let you purchase it -- even though another customer who was also on the lot wanted to purchase it. Your decision to purchase it prevented us from selling it to the other customer who wanted also wanted it. There were no high-pressure tactics used. We were kind and courteous and let you purchase the building even though the other customer wanted to purchase it as much as you did.
  
  We asked you to please carefully review the purchase agreement before signing it to make sure you understood all of the terms and to ensure everything was correct and accurate. If the name was spelled incorrectly on the purchase agreement, then why did you sign the agreement rather than asking for it to be corrected before signing it?
  
  If you did not want the building with paint splashed on the interior, why did you buy it instead of letting the other customer purchase it in the first place? If you did not want the building with paint splashed on the interior, then why did you sign the "Happy Sheet" when it was delivered saying you were pleased with it?
  
  We were kind enough to offer you a $250 Visa gift card to help cover the costs of removing the splashed paint or to pay to have it painted over. We are now withdrawing that offer.
  
  We did not ask you to sign a "hush waiver." Why would we do that when you agreed to purchase the building with the splashed paint from us in the first place instead of letting the other customer who wanted to purchase it from us do so? What we asked you to sign was an an agreement which stated that if we gave you a $250 Visa gift card as a voluntary act of goodwill on our part that you would accept it and not bring up the splashed paint issue again in the future after you spent the $250 Visa gift card.
  
  Sincerely,
  The Customer Response Team 
  

  

  Business Response

  Date: 04/22/2024

  ***,
  
  We keep careful records of all interactions with our customers. The second time you spoke with us, you told us you did not see the paint splash when you were "inside the building" at the lot.
  
  The truth is, it really does not matter. Another customer wanted to purchase this building, yet you purchased it with the paint splash so they could not. It was your responsibility to inspect the building before making the purchase. It was also your responsibility to inspect the building at delivery before accepting it and signing the "happy sheet" saying you were satisfied with the building delivered and installed as-is.
  
  The fact that you voided the warranty by painting the interior is clear indication you intended to keep the building. Your painting the interior prevented us from being able to offer you the alternative option we discussed with you which was to let you change out the building with another you viewed on the lot, and only charge you for driver pick up fees for the old building. This offer is now not available due to the modifications you made to the interior.
  
  For all of these reasons, we are unable to offer you a refund of your purchase price for this building.
  
  On the positive side, you now own the best-built portable money can buy. We wish you much happiness and satisfaction as you enjoy its use in the years to come.
  
  Sincerely,
  The Customer Complaint Response Team 

• Initial Complaint

  Date:04/08/2024

  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.

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: Do I need to get the original owner (who is my wife) to file the complaint? Her name was on it. We could not add mine...However u where able to change hers off the agreement..... Though her name has changed since then, it is now with my last name...So im guessing thats another reason to not honor things? 
  
  
  
  Sincerely,
  
  
  
  ***** ******

  

  Business Response

  Date: 04/22/2024

  *****,
  
  We have no record of your name (***** ******) being on either the original rent to own agreement or on the replacement rent to own agreement that we completed when the first agreement went into default for non-payment. 
  
  Given this, we cannot honor your request to have the building repossessed. 
  
  Sincerely, 
  The Customer Complaint Response Team 

  

  Business Response

  Date: 04/23/2024

  Dear *****, 
  
  As stated in our rent to own agreements, buildings obtained from us via rent to own agreements remain our property until they are paid in full. Because our original customer, ***** *****, stopped making payments on the original rent to own agreement for the building, after repeated notices to *****, her rent to own agreement went into default and we scheduled a repossession of our building. 
  
  ****** ****** learned of our plans to repossess our building, contacted us, and asked us if he could pay all missing back payments and fees, and establish a new rent to own agreement with us for our building. We accepted his proposal. He paid all missing back payments and fees and has remained current on his rent to own agreement ever since. 
  
  If you can provide government-certified legal proof that you own the land upon which the building sits, we will notify ****** that he has to relocate the building to a different property that he owns or has legal rights to if he wishes to continue in his rent to own agreement with us. 
  
  If you are unable to provide government-certified legal proof you own the land upon which the building sits, we will continue to honor our rent to own agreement with ****** and will continue to allow him to keep the building as long as he remains current on his rent to own payments, or until he pays it off in full, whichever occurs first. 
  
  Sincerely,
  The Customer Complaint Response Team 

• Initial Complaint

  Date:03/21/2024

  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.

  We purchased a building which was delivered about 4 weeks ago. Included in the price was building tie downs. Since we are in a tornado prone area, this was an important part of our decision making process. When the building was delivered and we asked about tie downs, we were told "I don't know nothing about no tie downs, and this thing ain't going nowhere."
  Yes it will. We lodged a complaint with the delivery company who said they would let Graceland know. 2 weeks later we hadn't heard anything, so I called Graceland and was told we would have to contact the delivery company. We had bad weather coming in, so we installed or own system, anchoring the building down with 4x4s sunk 3' into the ground and cement poured around them. NOW the building is not going anywhere. We have asked Graceland for a $100 refund which was our cost of materials. They are still referring us back to their subcontractor delivery person.

  

  Business Response

  Date: 03/22/2024

  *****,

  Please accept our sincere apologies for this. We pay our delivery partners good money to both deliver and tie down our buildings. Thanks for letting us know so we can follow up with this delivery team to make sure they clearly understand they are always required to both deliver and tie down all of our buildings. 

  We feel your request is fair and will send a $100 gift **** immediately to the contact information you provided in your correspondence with the Better Business Bureau. 

  The great news is you now own the highest-quality building available in America today and can enjoy it with your family for the rest of your life! We wish you every happiness as you do so! 

  Sincerely,

  Your friends in the Customer Care Team