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:02/26/2024

  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 portable bldg. they brought wrong size as well as built to someone else’s plan, told them it wasn’t right bldg and they acknowledged it, picked it up following week and refused to return my down payment

  

  Business Response

  Date: 02/26/2024

  Dear *******, 

  
  

  We have a signed sales order (enclosed) and photograph (enclosed) which clearly show you received the custom building that you ordered. The rent to own agreement you signed clearly states that if you change your mind on a custom building Graceland goes to great expense to custom build for you and then choose to return it rather than make all of the payments on your rent to own agreement, your initial down payment is not refundable. This is our only recourse for recovering a fraction of the significant expenses we incur building custom buildings for our customers. 

  
  

  Sincerely,

  The Customer Complaint Response Team 

  
  

  Enclosures:

  • Custom Order Signed by ******* ******* on 11-9-23
  • Photo of Custom Building Delivered to ******* ******* 

  

  Business Response

  Date: 02/27/2024

  Dear *******, 

  
  

  We have a signed sales order (enclosed) and photograph (enclosed) which clearly show you received the custom building that you ordered. The rent to own agreement you signed clearly states that if you change your mind on a custom building Graceland goes to great expense to custom build for you and then choose to return it rather than make all of the payments on your rent to own agreement, your initial down payment is not refundable. This is our only recourse for recovering a fraction of the significant expenses we incur building custom buildings for our customers. 

  
  

  Sincerely,

  The Customer Complaint Response Team 

  
  

  Enclosures:

  • Custom Order Signed by ******* ******* on 11-9-23
  • Photo of Custom Building Delivered to ******* ******* 

• Initial Complaint

  Date:02/05/2024

  Type:Delivery 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.

  On 12/18/23 my shed was delivered. Instead of being transported onto my property on wheels, it was drug on it's skids up my driveway and pushed onto my rock pad that I had paid to have made for my shed to set on. When pushing the shed onto the rock pad, the skids pushed my rock to the back leaving very little pad for my shed to set on. It was cold and I was not out watching all the time so when I came out to check, this is how it was. My property had been damaged. The driver and I talked about it and I asked him to set my shed up on blocks to make it easier for Graceland to come and put wheels under the shed, move it off the rock pad, and fix it back like it was, and he did. He knew that I was not satisfied with the damage because like it was, it was a waste of money on my part. I paid to have dirt and rock hauled and also to have someone make my pad for my shed to set on. The driver presented an electronic tablet and asked me to sign showing that he had delivered my shed, which I did. I believed what he told me. I signed with my finger. As time went on I have been in touch with Stephanie Walker via email. Graceland refuses to come and restore the property damage and set my shed down on it. They sent me a $200 gift card, which I consider an insult. I am 81 years old and unable to pay any more since this has drained my savings account. Also, I have reached out to *** **** the dealership that I purchased from, and no success with him either. All I want is for them to do right by me and come and fix what they damaged. My shed is setting all this time up on blocks, I can't even get in it let alone use it. I have been very patient and willing to work with this company, but they have made it impossible so I am reaching out for help to the only place that I know of that can possible pressure them into doing what they should do! Since they have done me this way I now wish I had purchased from their competitor whom I was considering at the same time!!

  

  Business Response

  Date: 02/05/2024

  *****

  After the review of your complaint that the driver moved the gravel of your gravel pad to the back by installing your building, the following was decided: 

  Graceland sent you a VISA Gift Card to assist in 1 of the 2 options: 1) Purchasing a ramp, so that you may have the use of your building, or 2) Funds to go toward hiring someone to spread the gravel out evenly. 

  The reasons for this decision was as follows: 

  The driver went over the scenario prior to installing the building, and before he proceeded with the installation, he was given the go ahead to set the building as instructed. 

  The driver explained why he was not able to use the wheels and roll the building onto the gravel pad, which was due to placement of where the building had been decided to be placed, with low hanging branches / limbs, and a fence, and due to safety concerns that the building would tip over, which is always a main focus with the installation of any Graceland building. 

  The repairman's offered service to spread the gravel back into place was declined. 

  The acceptance of delivery was signed, and by being signed the customer accepts the delivery of the Graceland building. 

  We feel our $200 Gift Card was more than generous given the above details and the minor cost of moving some gravel around with a rake. 

  Sincerely,

  The Customer Complaint Response Team 

  Customer Answer

  Date: 02/06/2024

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:  The driver did say all that was in the response, however, my reply to the driver was not told.  I did not agree with him and told him that I knew that many other businesses delivered sheds much bigger than mine, put them on wheels and rolled them on the pads and set them down without any damage to the pad.  My daughter just had that done and her garden shed is bigger than mine.  There were no low hanging limbs only one, it was small and I gave him pruners to cut it off which he did. The fence was in the back of the building which posed no problem with rolling the shed onto my pad.  Since he said that he could not do that but could only deliver it like he did, I suggested he put it up on blocks to make it easier for whoever Graceland sent to fix the damage.  He did offer to spread the rock, but I knew that he would not be able to do it right with the shed up off the ground only about a foot.  NO WAY could anyone spread rock under a building like that, it is not possible.  So for Graceland to even repeat that offer blows my mind!  I paid say more that $200 for my rock pad and the $200 VISA card was an insult to me.  I did not accept it but it was sent anyway.  I have the email to prove that.  I want this company to fix my property that they damaged and do it right.  As I said before, I signed a tablet, not a paper that I could read.  The driver told me that it by my signing I showed that he delivered my shed which he did.  I was not aware that my signature was for "acceptance" of "how" my shed was set. I have NEVER had this kind of treatment from anywhere else that I have purchased from.  Most businesses want to make their customer's happy.  I'm not asking for ANYTHING but for them to do the RIGHT thing by me and fix what they destroyed!!

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

  

  Business Response

  Date: 02/07/2024

  *****

  The way we delivered your building is the way almost all portable buildings are delivered. We know because we have delivered hundreds of thousands of them, plus we partner with the best delivery personnel in the business, who have delivered hundreds of thousands of buildings for other portable building companies in addition to our own. Using this delivery method, we have earned the highest customer satisfaction ratings in the portable buildings industry. We are truly sorry you are not satisfied with the way that most portable buildings are delivered. 

  Given that we have already sent you a $200 Visa Gift Card for your to rake your gravel back into place, we are accepting your offer of picking up our building and refunding your payments. 

  Please call us at 888-GRACE-04 to schedule a time for us to pick up our building so we can issue you a full refund. 

  We wish you nothing but the best,

  The Customer Complaint Response Team 

   

  Customer Answer

  Date: 02/07/2024

  
  
  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,
  
  
  **** ******* 

  
  

  ***If you are interested in supporting the BBB's free services, please consider giving to BBB's Consumer Education Fund, which provides other services to the community, like Charity Review, Identity Theft Seminars, Free Shred/Recycle Events, Senior Citizen programs, High School and College Programs, and providing information at local community events. Donations can be sent via Venmo to @bbbcefky or mail your donation to BBB Consumer Education Fund, 13104 Eastpoint Park Blvd., Louisville, KY 40223. For more information on these programs, call 800-388-2222. Thank you for your consideration. 

• Initial Complaint

  Date:01/08/2024

  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.

  We purchased a 12' x 32' Graceland shed the beginning of May 2023 with delivery expected within 4 to 6 weeks or by the end of June 2023. After numerous calls to our local distributor, our shed was finally delivered September 25th, three months late.
  
  Either during delivery or transportation, two of the 4 skids under the shed were damaged. One is split and the other seriously twisted.
  
  We immediately filed a warranty claim, which was taken by Graceland Portable Buildings with no problem, however we are still sitting here, January 5, 2024 and the shed still hasn't been repaired, fixed or replaced. We have been unable to use the shed because Graceland needs to lift the shed off the ground to replace the skids.
  
  Since filing the warranty claim, we have been contacted three times, by 3 different repair techs, claiming that they will fix the shed. We have been told: they will fix the shed once they figure out how; they need to coordinate the manpower and the equipment needed to lift the shed off the ground; they need to locate replacement skids; and most recently we were told, I'm sorry, I'm new and need to find out how to repair it.
  
  The last communication we heard from Graceland customer service was that they currently do not have a repair person and don't have an estimated date when the shed will be repaired, however our payments are expected to be made.
  
  Since we are unable to use the shed as intended, we just want the shed returned and picked up! We put $5,000 down for this $17,000+ shed and every promise made by Graceland has been broken.
  
  We are so dissatisfied with our decision to purchase this shed and customer service has been non existent.
  
  We are asking for a full refund of our deposit, cancellation of the contract and removal of shed from the property.

  

  Business Response

  Date: 01/14/2024

  Dear *****

  Thank you for requesting the building be returned in exchange for a refund. Once it has been picked up and taken back to the lot, it will be assessed to confirm no modifications have been made or damage to the building beyond the damage to the skids that has already been reported. Once we can confirm that the building condition has not been altered beyond the current skid damage, then a full refund will be issued via check. 

  Sincerely, 

  The Customer Complaint Response Team 

  Customer Answer

  Date: 01/16/2024

  
  
  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.  I would however like for the BBB to help us coordinate with Graceland a date and time for the shed to be picked up.  They have our number.  Thank you for your help and quick response.
  
  
  
  Sincerely,
  
  
  
  **** ******** 

  
  

  ***If you are interested in supporting the BBB's free services, please consider giving to BBB's Consumer Education Fund, which provides other services to the community, like Charity Review, Identity Theft Seminars, Free Shred/Recycle Events, Senior Citizen programs, High School and College Programs, and providing information at local community events. Donations can be sent via Venmo to @bbbcefky or mail your donation to BBB Consumer Education Fund, 13104 Eastpoint Park Blvd., Louisville, KY 40223. For more information on these programs, call 800-388-2222. Thank you for your consideration. 

  Customer Answer

  Date: 01/23/2024

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: In my response last week I asked for your help in coordinating the pick up of the shed we are disputing and to follow through to make sure we receive our refund. We haven't been contacted by Graceland.
  
  
  
  Sincerely,
  
  
  
  **** ********

  

  Business Response

  Date: 01/23/2024

  *****

  Our corporate dispatch team just informed us you have agreed to allow us to pick up the building this week. Thank you for working with us to get your concerns resolved as quickly as possible. 

  Sincerely,

  The Complaint Response Team 

  Customer Answer

  Date: 01/29/2024

  
  ********** ********
  
  
  
  Just wanted to let you know that the shed was picked up yesterday.
  
  We are hoping we will get a call from Graceland that the shed has been inspected and that they will be issuing us a check.
  

  
  

  
  Sincerely,
  
  
  
  

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

  Customer Answer

  Date: 01/29/2024

  
  
  Complaint: ********
   
  
  

  Just wanted to let you know that the shed was picked up yesterday.
  
  We are hoping we will get a call from Graceland that the shed has been inspected and that they will be issuing us a check.
  

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

   
  

  

  Business Response

  Date: 01/29/2024

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

  The inspection has been completed and your refund check is scheduled to be mailed to you this Wednesday, January 31st. 

  Sincerely,

  The Customer Complaint Response Team 

  Customer Answer

  Date: 01/30/2024

  
  
  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,
  
  
  
  **** ******** 

  
  

  ***If you are interested in supporting the BBB's free services, please consider giving to BBB's Consumer Education Fund, which provides other services to the community, like Charity Review, Identity Theft Seminars, Free Shred/Recycle Events, Senior Citizen programs, High School and College Programs, and providing information at local community events. Donations can be sent via Venmo to @bbbcefky or mail your donation to BBB Consumer Education Fund, 13104 Eastpoint Park Blvd., Louisville, KY 40223. For more information on these programs, call 800-388-2222. Thank you for your consideration. 

• Initial Complaint

  Date:01/04/2024

  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.

  
  
  

  From the CONSUMER:

  Sent 12/8/2023 2:35:08 PM

  Your statements in the last email were totally untrue.

  I explained to your repair guy, *****, that Monday was the only day he would be able to carry out the repairs when I first spoke within the beginning about scheduling a time. He then came back and tried to make an appointment on a Wednesday. I said "Did you not understand what I had told you when we first spoke about you coming to do the work on my building?". Fortunately, ***** decided not to come that day when I told him if he did, he only had a few hours to do the work. Reason was my daughter was VERY sick and need to be taken to the hospital that day.

  I'm not making ANY payments til I'm satisfied that the repairs are satisfactory and address ALL the warranty claims issues on the building that I had submitted within the appropriate time but your company lost. Then the time it took for your company to hire a repair guy to service Arizona, 3 months!!?. That's not my problem because I did what was required. 

   

  

  Business Response

  Date: 12/01/2023

  Dear *******

  We sincerely apologize for the issues you have experienced and have tried for quite some time to schedule a repair visit with you that gives our professional repair team enough time to address all of your concerns, but up until now, you have been unwilling to allow us to do this. 

  Thankfully, you have finally agreed to allow our professional repair team enough time to make the necessary repairs, and we look forward to finally being able to address all of your repair concerns. 

  As a voluntary act of goodwill to you, our very important customer, we have rolled your December payment due date back from 12/5/2023 to 1/5/24. Hopefully, this will help you have a more joyful Christmas season!

  Merry Christmas!

  The Graceland Customer Complaint Resolution Team 

  

  Business Response

  Date: 12/19/2023

  Dear *******

  We are doing our best to get your repairs completed in a time that works for you but are having an extremely difficult time getting hold of you and finding a time that works for both you and our professionally-certified repair personnel. We cannot allow you to continue to skip payments and keep our building. If you want to keep our building and have the repairs completed that you are requesting, we ask that you please contact us at 888-GRACE-04 to schedule a repair time that works for both parties as soon as possible. 

  We hope to hear from you very soon.

  Sincerely,

  The Graceland Customer Complaint Resolution Team 

  Customer Answer

  Date: 12/20/2023

  
  
  Complaint: ********

  Dear Graceland-

  Again, your making false accusations in your statement above. Or as I've noticed when dealing with just about anybody from your company, the left hand don't know what the right hand is doing. 

  Enclosed in the attachments is some of the correspondence I've had with *****, your repair specialist. What I can't submit is the messages where he had made the appointment with me for Dec. 11. But I have them if I could upload more.

  We had spoke on the phone the weekend of the Dec. 3rd. He said had trouble getting another back door the same specs as mine, but was confident he'd have it ready by the 11th. I told him to call and confirm with me sometime next weekend. Sunday the 10th went to the evening with no conformation from him. I called him about 6:00pm, no answer. 5 minutes later I get a text from him saying he wouldn't be out because he still had no door. His next message was "shooting for the 18". Still no call, no show to this day. No updates on status or maybe what sort of time frame, NOTHING!!

  What the ---- is going on with your company and how you handle customers? How had is it to get a door like in the picture I've submitted. It's not a special door and you should have plenty in your stocks to be able to handle something of this magnitude. 

  At this point, I'm so fed-up with the strong-arming, delays, and lies from your company. I'm a very dissatisfied customer that considering legal action.

  If you come take the barn, you better refund ALL the money we've paid so far. That's all of our down payment which is around $7000 plus the one month's payment I made in good faith for you to carry out ALL the repairs. You didn't live up to your end of the bargain. 

  I am rejecting this response!
  
  
  
  Sincerely,
  
  
  
  ****** ********

  

  Business Response

  Date: 01/02/2024

  *******
  
  Our professionally-certified Repair Team informed us they completed your requested repairs to your satisfaction on January 1, 2024. 
  
  Our Payment Team informed us your next payment is due February 5, 2024. Please be sure to make your payment on time to fulfill the terms of your rent to own agreement. 
  
  Wish you the best,
  The Customer Complaint Response Team

  Customer Answer

  Date: 01/04/2024

  Have been lied to from sales reps to CS at Graceland.
  Basically from beginning to now.
  Have a very hard time to get any sort of resolution from Graceland and having to wait weeks for responses.
  The building was purchased in May, delivered end of June 2023. Still no satisfaction from Graceland.
  They have lost all but 1 of my warranty claims. Had to resend.
  Because the building was built poorly, we'd like a refund. Company refuses.

• Initial Complaint

  Date:12/21/2023

  Type:Billing 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.

  This complaint is being filed because Graceland is acting improperly by holding our funds, not providing contracts and documents in a timely manner, encouraging us to enter into a contractual agreement knowing we would be in violation of its terms, threatening us and using scare tactics to keep our funds.
  
  A few days before Thanksgiving I visited the Camden TN Graceland lot and chose two buildings for our adoption center and to house our rescued cats. I left a deposit and was supposed to receive contractual documents via email. I did not receive anything so a week later I reached out to find out the status. Once I received the contracts and reviewed them I realized we would be in violation of the terms which stipulate any changes to the buildings were not allowed and would void the warranty. We planned on adding insulation and walls. When I brought this up to the sales manager from Kentucky, I was told they have never taken action on something like that and encouraged me to proceed. As the president of a nonprofit, I was not comfortable moving forward with the contract since we would be in violation of its terms so informed him we would need to cancel. I was told our deposit would be refunded minus a $100 cancellation fee per building.
  
  It has been several weeks and the monies have not been returned so I reached out to the manager (**** *******) and he said he would look into it. Today (12-20-23) I received a text from ************ (they did not identify themselves) saying, "It is my duty once I become aware of a situation with a nonprofit to communicate potential issues including potential fraud. I will not issue a refund until it gets cleared with the IRS considering they may need to acquire those funds".
  
  As a small non profit we don't have a lot of extra funds and need our deposit returned in order to feed our rescues. Their insinuation that we are acting improperly is unwarranted and can easily be verified by visiting our rescue. I demand an immediate refund.

  

  Business Response

  Date: 12/21/2023

  *****

  We sincerely apologize about the misunderstanding regarding building modifications negating our warranty and will issue you a full refund of your money with no cancellation fees right away. 

  We wish you and your organization every success as you minister to hurting people and animals in your community. 

  Sincerely,

  The Customer Complaint Resolution Team 

  Customer Answer

  Date: 12/21/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: We have been told previously we would receive our funds back but haven't. Once I can verify the funds are returned to our bank account and the matter with your representative is resolved I will accept and close this case. The matter with your representative is that he demanded I schedule a board meeting at 6pm on Friday night (tomorrow) during the Christmas holiday which I have done. He was rude and a bully and extremely unprofessional. At this juncture is the board meeting still necessary? We have a 7 member board and we each have taken time out of our holiday plans to meet this person who still has not identified themselves.
  
  
  
  Sincerely,
  
  
  
  **** ******

  Customer Answer

  Date: 01/08/2024

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: The refund was not the full amount as indicated in their response.
  

  
  

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

  

  Business Response

  Date: 01/14/2024

  Dear *****

  We have refunded both of the $100.00 cancellation fees. Depending on your bank, it can take anywhere from 3-5 business days for the transaction to reflect on your account. 

  We wish you nothing but the best.

  Sincerely,

  The Customer Complaint Response Team 

  Customer Answer

  Date: 01/22/2024

  
  
  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,
  
  
  
  **** ******
  

  
  

  ***If you are interested in supporting the BBB's free services, please consider giving to BBB's Consumer Education Fund, which provides other services to the community, like Charity Review, Identity Theft Seminars, Free Shred/Recycle Events, Senior Citizen programs, High School and College Programs, and providing information at local community events. Donations can be sent via Venmo to @bbbcefky or mail your donation to BBB Consumer Education Fund, 13104 Eastpoint Park Blvd., Louisville, KY 40223. For more information on these programs, call 800-388-2222. Thank you for your consideration. 

• Initial Complaint

  Date:10/10/2023

  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.

  March 25 I ordered a shed from this company I was told 6-8 weeks before I would get it. I still don’t have it. I have called with no date given.

  

  Business Response

  Date: 10/16/2023

  ******

  We sincerely apologize for this delay. We had some unexpected changes happen in our driver network that have (finally) been resolved. Taylor in our Customer Service Department tells me we just spoke with you and have scheduled a delivery date that works for you. 

  The good news is you will soon have the best-built portable building money can buy in your possession for a lifetime of enjoyment. We thank you for your business and patience, and wish you as much happiness and success as your heart can hold! 

  Sincerely,

  The Customer Care Team 

• Initial Complaint

  Date:08/09/2023

  Type:Billing 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.

  On July 5th 2023 ******* came to our house to repair the damaged Shed from Graceland Portable Buildings that was delivered damaged from the first day of delivery. We didn't sign their "The Happy Sheet" We paid the amount of $5,639.97 for a poor quality product. We submitted another repair claim and ******* was in our house again on August 8,2023 and did the best he could and notated in the repair bill that there is still other issues and concerns with the building wood quality. The shed was delivered with cracked wood, nails showing everywhere, huge gabs between the woods showing the nails, broken screen on the windows and crooked window. We have been patient with this company and paid in full on July 5, 2023. It did not surprise me all the complaints from this company. We have tried to negotiate a discount from for the bad quality of product they sold us and they said "We cannot issue any discount because you were not available when we tried to reach you" which it's FALSE. We have written text messages from ******* (their repair guy) trying to arrange a repair. The quality of product they have is poor as least what they delivered to us. If they are behind and responsible for their product they should adjust the amount we paid or delivery to us a DECENT QUALITY Shed.

  

  Business Response

  Date: 08/15/2023

  ****,

  As you know, you refused to pay the amount due on delivery until the repairs were completed. You had the building for 13 months before you paid the amount due on delivery.

  The repairs were completed to your satisfaction, which is why you finally paid the amount past due 13 months. 

  We will not issue you a billing adjustment now. 

  We wish you nothing but the best. 

  Sincerely,

  The Customer Response Team

  Customer Answer

  Date: 08/17/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: The information you provided is False. We were not satisfied with the REPAIRS done and I Did Not signed the 1st repair sheet. Your repair men took months to get back to us and l have emails sent to you indicating to come and pick up the damaged SHED. The money was paid due to your threats of Repo we wanted to give an opportunity for the shed to be repaired but it was left unrepaired. See 1st and 2nd repair sheet. It's my opinion that it's shameful the way this company is operating. Please ADJUST our amount paid. 
  
  
  
  Sincerely,
  
  
  
  **** *******

  

  Business Response

  Date: 08/17/2023

  ****,

  The document you included with this complaint shows your signature on the repair sheet. And after the repairs were made, you finally paid the amount that was supposed to have been paid upon delivery 13 months prior. 

  We will not adjust any of your account history. 

  We wish you nothing but the best.

  Sincerely, 

  The Customer Response Team 

  Customer Answer

  Date: 08/17/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: On the 1st Repair Sheet there's NOT MY signature. In the 2nd repair sheet l signed INDICATING There's STILL CONCERNS AND ISSUES with the damaged wood. I Never REFUSED PAYMENT UPON DELIVERY. I ISSUED YOU A CHECK AND because you guys never responded to me on the repairs l SENT YOU AN EMAIL INDICATING TO PLEASE DO NOT CASH THE CHECK UNTIL REPAIRS WERE DONE AND YOUR OFFICE still cashed the check as wire WITHDRAWAL which was illegal and the bank reversed the illegal transaction. I would like to reach a solution to this problem because what you delivered to me is NOT WORTH THE AMOUNT PAID. 
  
  
  
  Sincerely,
  
  
  
  **** *******

  

  Business Response

  Date: 08/25/2023

  ****,

  We have offered to complete additional repairs due to the natural warping of wooden buildings that you have included photos of but you keep insisting that we complete the repairs AND pay you large sums of money -- far more than the low-cost portable building that you purchased from us could ever warrant This makes us wonder if -- rather than having your low-cost portable building repairs completed -- you are, instead, attempting to make money off of the Better Business Bureau complaint resolution process.

  Here is the bottom line: We sent you three very generous and fair repair options. You can either accept one of them, or you can receive nothing at all, your call. But we refuse to pay you unreasonable sums of money AND make repairs to your low-cost portable building. 

  Sincerely,

  The Customer Response Team

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

   

   

  Customer Answer

  Date: 08/29/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because they keep stating false information about me. I received the three options they are offering me but they are tricky. I'm not requesting large amounts of money back as they claimed. Please note l DID PAY LARGE AMOUNTS OF MONEY FOR THIS SHED and it was delivered damaged FROM DAY ONE. 

  I WAS going to send them a message today but we are under Hurricane Idalia and we are busy preparing for it. 

  The WOOD in which they built this shed is poor and it came with broken cracked wood. It's unfair to do business like this. 

  I am opting OUT of their option #3.  The repairs for this shed are over $800.00 from a separate contractor and GRACELAND want me to sign a waiver for the warranty IF accepting #3 which is a NO. 

  I am asking them to repair the Shed satisfactory and they are not doing it nor they can guarantee me the last repair will be satisfactory. I just noticed some new areas that needs repair. 

  Why we had to paid so much money for a poor quality PRODUCT. 

  THANK YOU. 

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

  

  Business Response

  Date: 09/01/2023

  Thank you for accepting our offer of letting us pick up this building in exchange for a refund of your purchase price. 
  

  We expect our driver to be in touch in the next 10-14 business days to arrange for the pick-up and refund. 
  

  We wish you well. 
  

  Sincerely,

  The Customer Response Team 

  Customer Answer

  Date: 09/05/2023

  
  
  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,
  
  
  
  **** *******

  
  

  ***If you are happy with BBB's free services, please consider giving to BBB's Consumer Education Fund, which provides other free services to the community, like Charity Review, Identity Theft Seminars, Free Shred/Recycle Events, Senior Citizen programs, High School and College Programs, and providing information at local community events. Donations can be sent to: BBB Consumer Education Fund, 13104 Eastpoint Park Blvd., Louisville, KY 40223. For more information on these programs, call 800-388-2222. Thank you for your consideration. 

• Initial Complaint

  Date:07/05/2023

  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.

  We paid to have shed moved and we have to be off the property today and this is the last day or they take over and possession of what is not removed now driver can’t do it last minute and we are going to lose our shed

  

  Business Response

  Date: 07/17/2023

  *******

  Our records show we successfully moved your building on July 3rd. We are glad we could help you out in this way. Enjoy your building! 

  Sincerely,

  The Customer Response Team

   

• Initial Complaint

  Date:06/12/2023

  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 had transformed this Graceland shed into a small one bedroom house, I finally got water and electric hooked up. I was making my online payments through their website, I got confirmation numbers after paying (I never thought to save those screenshots). I get a call from my husband stating there was a driver at our door to pick up our home, stating I was $10,000 behind, the driver was unprofessional, trying to push his way through our house, which my husband informed him, he will be calling the police. When I spoke with Graceland Payment Center and a manager I was told to just turn in bank statements from my account, so I turned in all bank statements to a Graceland Manager Evelyn, she was willing to work it out, but she had changed her mind and cut off all communication with me for these missing payments. My bank is unable to dispute these charges because it is over the 30 day window, and now Graceland wants the whole $10,000 in cash or check form. What is going on with this company?

  

  Business Response

  Date: 06/12/2023

  ******** 

  Using the records you provided, we had multiple financial experts complete detailed searches for the payments and were unable to locate these payments. At this point, we are unable to give you credit for the payments without your providing professionally-certified documentation from a verifiable, independent authority at your financial institution. We have processed millions of payments over the course of decades, and have yet to encounter an instance of not being able to verify a legitimate payment from a customer.  

  Sincerely,

  The Customer Complaint Response Team

  Customer Answer

  Date: 06/13/2023

   
  
  Complaint: ********
  
  
  
  I am rejecting this response because:
  
  This is the second instance this has happened to my account, the bank statements that were given to your company was coming from a "professionally" accountable Bank. All funds were released to Graceland, BOA is unable to dispute due to the funds being over 30 days and the company's system accepting payments. Customer service coming from managers need to be handled thoroughly and professionally. 

  
  
  Sincerely,
  
  
  
  * *******

  

  Business Response

  Date: 06/21/2023

  ******** 
  

  We have worked with hundreds of thousands of customers over the course of our 19 years in business and have some of the highest customer satisfaction ratings in the industry for both product quality and service. We have an A+ rating with the Better Business Bureau. We have top-notch certified professional accountants and attorneys that we work with. We are confident in our methods and in our professionals when we say we have not received the payments you claim you have made. Either you bring your account into full payment compliance quickly or we have no other recourse but to pick up our building. We hope you sense the urgency of this response and bring your account current immediately. 
  
  Sincerely,
  The Customer Complaint Response Team 

• Initial Complaint

  Date:04/27/2023

  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.

  My son purchased a building from Graceland Portable Buildings as my Christmas gift. The building was supposed to have been delivered the last week of February 2023. I have been calling them ever since February and have yet to receive my building or an estimated date of delivery. I finally have been in touch with one of the employees this week that seems to actually care and does return phone calls, but stillnoresolution. I am ready to tell them to return my son's deposit and they can keep their building.

  

  Business Response

  Date: 04/29/2023

  ******* 

  Please accept our sincere apology for this delay in delivery of your building. We had a temporary delivery driver shortage in your area, but have been told by our delivery partner that they are ready to deliver your building now. You should be contacted by them with the next week to schedule your building delivery. If you do not hear from them by end of day on 5/8/23, please call us at ************ and let us know. 

  Graceland Portable Buildings has the best product quality ratings in the portable building industry because we hand-craft our buildings with superior building designs and highest-quality materials to last for generations. While we are very disappointed in our delivery partner's delay in delivering your building, we believe you will be very happy you waited when you get to enjoy your superior-quality portable building for the rest of your life. 

  Sincerely,

  The Graceland Customer Satisfaction Team