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:04/11/2023

  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.

  We purchased the building on February 6, 2023, the building was delivered the following week. A repairman came out to do touchup repairs on March 8, 2023.
  One of the repairs was to close a gap under the door. The repairman made an attempt at this issued, but was not able to completely close the gap, when I question the repair he stated he would have to return with additional material and approval to fix the gap. We were scheduled for a follow up visit and a call to verify the date and time, but then the same day we receive and email saying that the repair was finish as for as they were concern, yet there is still a small gap on both side of the door were possible a snake could crawl into the building. We live in a rulral where snakes hide any where they can. Looking from the outside of the door appears not to have a gap, but we you stand inside with the door closed and locked we still see a gap. We also send picture of the gap to Graceland but they still say its nothing they can do.

  

  Business Response

  Date: 04/19/2023

  ******** 

  A small gap under double wood doors is standard and is required for the doors to open and close properly. Nevertheless, because you requested it, we sent a professionally-certified repair technician out to you and he added a 1x4 to reduce the gap. You told us you were satisfied with the modification and that you understand that a small gap under double wood doors is standard and is required for the doors to work correctly.

  We cannot reduce the gap under your wood doors any further or your doors will not open and close correctly. 

  Sincerely, 

  The Customer Response Team 

• Initial Complaint

  Date:03/22/2023

  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 purchased garden shed on May 6th planning to make small living space.
  After 2 months I received building. My fault was I didn't inspected it but when I hired handyman to put sheetrock and install the flooring he said he wouldn't do it as floor is not level and hurricane brackets are installed untidy, sticking out and preventing to install a wall. Sept 13 I filled out warranty form. For 3 months nobody answered as they said they short of repair crew in this area.
  After several weeks working with Grace from customer support about rebuilding order I found out that she is no longer with company and another person took over which makes me submit everything again.
  Dec 19 i got email from Timothy saying that he never saw my photos and they didn't approve previous decision to rebuild. They didn't approve quote from local repairman which I suppose to submit.
  In January they finally sent repairman which confirmed faulty frame off level floor and untidy finishes.
  At this time I just wanted return as I my project fell off because of timing.
  On feb 27 they pick up the building but they said they wouldn't take 6 metal anchors from a ground because I purchased them with building. Whole process took 7 months, I couldn't do any modifications or using building cause they said it will void warranty.
  On March 4th I received check less $1172( cancellation fee)
  This is unacceptable. They shouldn't penalize me for cancellation when they guarantee such quality and cannot keep with warranty repair for extended time.

  

  Business Response

  Date: 03/23/2023

  ******

  When your building was delivered, you signed our "Happy Sheet" certifying the building was in good condition and was delivered and set up to your specifications. You completed a Warranty Form on 9-13-23. We agreed to have our certified repair person make your requested repairs. However, you wanted to upgrade your building to Paint. We informed you that there would be a fee to upgrade your building to Paint because it costs more than the finish you ordered. You were upset about this standard upgrade fee and told us to cancel your contract and pick up the building. We reminded you of the cancellation fee you agreed to in your original agreement with us. You went ahead with the cancellation after we reminded you of the cancellation fees. Now you are filing a complaint with the Better Business Bureau about our follow-through on the cancellation terms of the agreement you agreed to when you ordered your building. Unfortunately, you cannot changes the terms of an agreement after you have already signed and agreed to it just because you changed your mind and no longer like those terms. That is not how contract law works.

  We will not adjust your billing because of this. But we do wish you every happiness as you move forward with your life. 

  Sincerely,

  The Customer Response Team

   

  Customer Answer

  Date: 03/26/2023

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

  you sarcasm was not necessary. You also keep reminding me "Happy Sheet" I signed when I received building.It looked ok at first sight but problems started when we wanted instal tiles. Floor was off level by 2 inches with hump. I contacted you immediately but you said you don't have currently crew in my area (check phone records)You left me without options. I couldn't hire someone to correct it because you keep saying it will void warranty.

  My project fell off, I lost time and money leveling lot, buying concrete blocks etc. Finally you sent repair man that states the frame if off level.
  Than I got option from you for rebuilding, but what your trying to input, that I cancelled because I wanted different color is not true. I asked for it but when you said it cost more I accept same finish. Only thing I requested was new building to be delivered to another lot belonging to my family member.
  With time passed my current lot was not available for new project. You rejected that request unless I pay $1000 delivery fee to new site located only couple miles away. This was my biggest disappointment with your company. 
  After error and delay on your side you couldn't accept this request.
  I believe I have good reason to contact Bbb on this matter. You don't care about customers and can't even stand up for your employees, rejecting what they trying to provide for customers.
  I'm talking here about Grace (customer service) who tried to solve it letting me hire local company for reimbursement. Again you reject repair quote and her words to me because she is no longer with company. Check phone records cause you may have incomplete view.
  

  Regards,
  ***** ***********
  
  
  
  
  
  

  

  Business Response

  Date: 04/11/2023

  ******
  

  Our licensed, certified delivery professional delivered and installed your building the way we do tens of thousands of buildings every year. We have the highest customer satisfaction ratings in the industry because of our strong commitments quality and service. 

  You signed the "Happy Sheet" legally certifying that you agreed the building was delivered and installed correctly. 

  When you signed the agreement to get one of our buildings, you confirmed that your warranty would be negated if you modified the building, yet you made significant modifications to the building anyway, which negated your warranty.

  We're sorry, but we cannot adjust your billing because of this.

  Sincerely,
  The Customer Response Team 

  Customer Answer

  Date: 04/14/2023

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

  You are either misinformed or you are providing me false information in purpose. You are referring that I made modification to the building? Where? I never touched the building since you delivered it to my lot. It was standing empty and unchanged until you piked it up. Your repair man (O'Brian Repairs) that you sent here can prove it. He also confirmed floor was way off level. I don't care how many buildings you made correctly but mine wasn't. I'm asking again for $1000 refund. I didn't return it because I changed my mind but because of lack or respond to warranty claim. I would keep the building if you made a repairs in timely manner. Please review full case before answering.

  You wrote: "You signed the "Happy Sheet" legally certifying that you agreed the building was delivered and installed correctly."- I had no problem with delivery and installation. It was a problem with building frame construction. 
  
  
  
  ***** ***********

  

  Business Response

  Date: 04/19/2023

  ******
  
  You ordered one of our buildings and signed an agreement committing to making all of your payments until the building was paid off.
  
  It cost us a lot of money to deliver and install our building on your property.
  
  You signed the “Happy Sheet” confirming you were happy with our delivery and installation.
  
  You changed your mind and asked us to pick up our building.
  
  It cost us a lot of money to pick up our building because you voluntarily changed your mind and decided you no longer wanted it.
  
  We have already lost a LOT of money in our relationship with you because of choices you voluntarily made.
  
  We are not going to issue you a refund of any amount of your rent-to-own payments no matter how many times you reject our denial of your request for a refund of your non-refundable rent-to-own payments. That is not how rent-to-own agreements work.
  
  Sincerely,
  The Customer Response Team 

  Customer Answer

  Date: 04/30/2023

   
  
  Complaint: ********
  
  
  
  I am rejecting this response because:
  
  Who is the person who responded?Not even signed with s name and position. It is very incompetent
  repeating the same tune over and over.  I have the proof that what they saying that I modified building isn't the truth. This company not taking any responsibility for construction error poor finish and lack of warranty repair. To stop this nonsense I'm taking this case to court. 
  
  Sincerely,
  
  
  ***** ***********

• Initial Complaint

  Date:03/20/2023

  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.

  My building was delayed several weeks. Finally delivered on April 7, 2022.
  Everything that I was told to have on site was here.
  Now I am having uneven settings due to them not putting the flat blocks on the bottom of the supports.
  I spoke to ****** who tried to tell me that’s how it’s done and they would level it up for $370.00.
  I have damage due to this uneven setting and some of the supports are not touching at all.
  I have spoke to another company and a former employee that both say it should have been flat pavers on the bottom. My home is sinking due to improper setup.
  The damage is beyond just settling issues. It’s now causing plumbing issues.

  

  Business Response

  Date: 03/21/2023

  *******,

  It is not uncommon for natural setting to occur giving the specifics of your situation. We cannot assume responsibility for settling of buildings beyond the terms specified in the contract you signed. Natural settling occurs with almost all buildings throughout their lifetimes. Certainly, we would no longer be in business if we covered the cost to remedy natural settling throughout the lifetime of your building. No home builders do this, and not portable building companies do this for the obvious that doing so would be completely cost-prohibitive. 

  Here are some additional reasons why remedying your building settling is outside of the scope of the coverage specified in the contract you signed when you purchased your building: 

  - It is clear from your description that you have modified your building significantly with substantial weight-adding improvements (e.g. "plumbing") which negate any warranty and repair coverage you were offered in your purchase agreement.

  - Because you placed your building on a hill and have added significant weight to your building through improvements, your building is experiencing natural settling. This natural settling will likely continue throughout the life of your building. 

  You will need to pay for any remedying of this ongoing natural settling out of your own pocket because it is outside of the scope of the contract you signed when you purchased your building.

  You purchased the highest-quality portable building made with the best warranties and customer-satisfaction ratings in the industry. We hope you will rejoice in this fact and enjoy your building for the rest of your life and will understand that the ongoing settling costs of your building are a natural and normal part of building ownership -- especially given the choices that you have made since you purchased it.

  Sincerely,

  The Customer Care Team

   

   

   

  Customer Answer

  Date: 03/22/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: The response is not valad. If the barn had been set up properly with the flat pavers on the bottom and top the setting would have been minimal. 
  As for modifications, this is a 16 x 40 barn. The weight of making it a home is far less than 2 tractors and accessories. Even less than the weight of a woodworking shop. 
  the issue is not what I have done. The issue is that due to your neglect in properly setting the footers that damage, no matter what would be in it, is occurring. 
  
  
  
  Sincerely,
  
  
  
  ******* *******

  

  Business Response

  Date: 04/03/2023

  Dear *******, 
  
  Our trained professionals installed your building according to the best practices in our industry, as usual. You signed the acceptance sheet confirming that they did. You then modified the building adding significant weight, negating the warranty and causing significant settling. You accepted these terms when you signed your agreement to obtain our building and confirmed them when you signed the delivery acceptance sheet. Now that you have modified your building to add significant weight to it, you can't suddenly change your mind about both agreements. We are sorry, but contracts do not work that way. 
  
  Sincerely,
  The Graceland Customer Response Team
  

  
  

• Initial Complaint

  Date:03/12/2023

  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.

  On September 23rd, 2022 the Pleasant Valley Thrift Store in Young, Arizona purchased a portable building from Graceland Portable Buildings in Rye, Arizona. We put a down payment of $2,000 down with $6,000 to be paid upon delivery. The target date for delivery was 8-12 weeks from September 23rd. It is now March 9th, 2023 and we still do not have our building. 15 calls have been made to the business with no one answering and no return call after messages have been left. The building sat on the lot for 2 weeks and the company did not even know it had been delivered to their lot! Numerous excuses have been given when we have finally been able to get a live person to talk to us. Yes, our weather has been bad and we have taken that into consideration, but, from not having a driver scheduled, truck braking down, and driver being off and no one to take his place are unacceptable. We have now been told it will be delivered this Tuesday, the 14th, but we have been told this numerous times and still no building.

  

  Business Response

  Date: 03/15/2023

  Dear ******,

  We are as disappointed as you are that the extreme weather patterns you are experiencing in your area have conspired against all of us to get your building delivered sooner. Unfortunately, we can't deliver when weather conditions are such that driving our delivery truck and mule to and around your property would be dangerous to our drivers and/or damaging to your property or your building. 

  The good news is we just received confirmation your building was safely and successfully delivered yesterday. 

  The other good news is Graceland Portable Buildings are built with such superior quality to other buildings in the market that you should now be able to experience a lifetime of problem-free joy and use of your building.

  Thanks, again, for your patience. And thank you for choosing the best portable building on the market, a Graceland Portable Building. We are confident you are going to be oh-so-glad that you did! 

  Sincerely,

  The Graceland Customer Satisfaction Team

  Customer Answer

  Date: 03/16/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:
  
  We acknowledged the weather problems. The 15 no response calls, drivers not scheduled, building sitting on lot for 2 weeks with business not realizing it, broken down vehicle, driver family emergency. This business is poorly run. Waiting 4 months for delivery is unacceptable. We feel the delivery charge should be refunded. Yes, we finally got the building.
  
  Sincerely,
  
  
  
  ****** ******

• Initial Complaint

  Date:01/09/2023

  Type:Sales and Advertising 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'll make this short, High Springs, Florida location representative ***** ***** did not represent the first line in the Graceland Portable Building mission statement. I was quoted a price by email with ***** ***** as the signature on that email from *********************** on December 02, 2022. I received a email on January 06, 2023 stating that was not her and that the price was incorrect. Though on December 15, 2022 she confirmed said quote. Then I received a call from ***** (no last name given) Kingsland, GA ***** ******** represented herself as an employee of Graceland Portable buildings this afternoon, she states that email was from her with *****'s signature.
  "In order to be a successful business we must always remember that a consistent high level of performance of the business is necessary to maintain the confidence of our valued customers, while providing the very best built portable building that money can buy (the best in the industry)."

  

  Business Response

  Date: 01/13/2023

  Our lot manager had to be away from her lot for a while, so her Mom was trying to help her out while she was away by watching her daughter's lot for her. Unfortunately, her Mom doesn't know the business as well as her daughter. She did the best that she could to help you out. We're sorry that you were not satisfied with the level of support that her Mom provided to you.

  We run short-duration promotions often called "pop-up sales" and have some great deals going on right now. I recommend you do one of two things to see what new short-duration promotions might be available to you right now:

  1) Go back to the lot and ask the daughter, *****, what specials she has going on right now; or

  2) Call 888-GRACE-04, ask to be transferred to Business Development, tell the Business Development Team what you are looking for, then see what they can come up with for you. Be sure to ask what promotions and pop-up sales they can offer you right now.

  Hope this helps!

  The Graceland Customer Satisfaction Team

• Initial Complaint

  Date:01/05/2023

  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.

  Purchased building with 6 year warranty from Graceland October 8th. There is damage on the siding and garage door and contacted the warranty Department the same day of delivery and have still not gotten anyone to come fix damage. No one will even return calls or messages anymore. Want damage fixed. Paid good money in good faith to this “Christian” company who are suppose to be honest and trustworthy but I must say I’m very disappointed!

  

  Business Response

  Date: 01/06/2023

  Dear *******,

  We genuinely care about your concerns! Please follow our officially-sanctioned Warranty Repair Request process by submitting your Warranty Repair Request at GracelandWarrantyClaim.com.

  Thank you! 

  The Graceland Customer Complaint Response Team

   

  

  Business Response

  Date: 01/13/2023

  *******, 

  We apologize for the difficulties you have experienced. Our Repair Professionals notified us that they reached out to you this week and successfully scheduled your repairs. We are confident you will be pleased with the outcome and will get a lifetime of enjoyment out of your building.

  Sincerely,

  The Graceland Customer Satisfaction Team

   

  Customer Answer

  Date: 01/16/2023

  Better Business Bureau:
  
  I will accept once repairs are complete. This is scheduled for Tuesday 1/17/2023.
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  
  
  [Provide details of why you are not satisfied with this resolution. Please respond here ONLY]
  
  Still waiting for repair when complete then I’ll be satisfied. Scheduled for 1/17/23
  
  Regards,
  
  
  
  ******* ******

• Initial Complaint

  Date:10/17/2022

  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.

  Been fighting for a month for them to come back and finish installing my building (14x40 ft, paid over $18k). Still not leveled and still not tied down. Resorting to coming out of pocket to pay a contractor to finish what they promised on delivery since this has already held up construction on the building for a week, costing me even more money.

  

  Business Response

  Date: 10/22/2022

  *****,

  We sincerely apologize for this situation. It appears you have done everything but reach out to the right person to get your issue resolved. Please call our corporate Customer Service Team at 888-GRACE-04 so we can get your issue resolved as soon as possible.

  Thanks a lot!

  Graceland Customer Support

  
  

  Customer Answer

  Date: 10/24/2022

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  
  
  [Provide details of why you are not satisfied with this resolution. Please respond here ONLY]
  
  
  

  I have contacted that number. As well as the local distributer (Rocket City Portable Buildings) that put me to the regional then to the corporate. I also called the corporate number (866-574-7446) multiple times. Whoever responded should have seen that I've reached out at least once a week since the building arrived unless their customer service isn't keeping track of customer complaints. 

  Regards,
  
  
  
  ***** *****

  

  Business Response

  Date: 10/26/2022

  *****,
  
  In the Contract you signed and the Welcome Packet you received when you purchased your building, you agreed to have the delivery area for the building properly set up according to the specifications provided prior to delivery. When our driver arrived with your building, your contractor had dug a deep trench on one side of where the building was to be placed, so the building could not be leveled according to our professional specifications at the time of delivery. When our driver returned later to try to improve the leveling, your contractor had also made significant modifications to the building -- specifically, he had almost completely finished out the interior, adding significant new weight to the building and shifting the leveling of the building in the soft dirt that had been put back into the trench your contractor dug.
  
  Not having the delivery area properly set up and making major modifications to the building negate our responsibilities to continue to level your building for you. However, our driver was willing to do one additional leveling for you for free purely out of the goodness of his heart and as an act of good will to you.
  
  Your agreement also clearly states that buildings cannot be anchored if they are in stony areas that will not accept anchors. The area you selected for your building placement is precisely that: a stony area that will not accept anchors. Again, out of the goodness of his heart and as an act of good will to you, our driver may bring in an outside partner to attempt to anchor your building in the stony ground upon which it sits using special equipment. But we cannot offer you any assurances that we are going to be able to anchor your building according to our professional specifications.
  
  There are good reasons for the requirements we put into our Contracts and Delivery instructions. We wish you had properly complied with them.
  
  Sincerely,
  Customer Support

  Customer Answer

  Date: 10/26/2022

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  
  
  [Provide details of why you are not satisfied with this resolution. Please respond here ONLY]

   
  
  Your driver finally returned after this complaint was filed, over a full month after installation, I paid for a building that was supposed to be level on delivery, not a month after delivery. The building was not level before the work began so the added weight had nothing to do with shifting the building. Also, the building is on a very solid clay on all the supports but one. Not soft soil like you claim.
  This is NOT a stony area. It's hard packed clay. Your customer support and the previous drivers along with the one that came here earlier this week never said anything about stones and that they had to wait for winter and rain to "soften" the ground which makes zero to me.
  I complied with the agreements I signed. I had the area ready, your contractors couldn't put it there, so I adjusted and gave leeway on a missing support due to the trench. I made the mistake of trusting their word that it was level since I'm disabled and couldn't climb inside the building to notice the issue. Your contractors said they would be back in a few weeks with better equipment to anchor the building. I never heard back from them. As soon as my contractor went in the building the next day, he noticed the leveling issues and I've complained about them ever since, now getting to this point. Obviously before work began and the weight was added. I also complained that I was told to have materials for 32 supports under a building this size and the contractors only put 20, I have that in an e-mail if you need confirmation.
  
  
  
  Regards,
  
  
  
  ***** *****

  

  Business Response

  Date: 10/27/2022

  *****, 

   

  Our repair personnel in your area are independent contractors who make their own schedules. They have been notified of your request and will reach out to you as soon as they have availability to make your repairs. 

   

  Sincerely,

  Customer Support 

  Customer Answer

  Date: 10/28/2022

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  
  
  [Provide details of why you are not satisfied with this resolution. Please respond here ONLY]
  

  They are contractors that work for you. If your contractors can't deliver what you promise, maybe you should consider different contractors. I paid for a building that was supposed to be level and tied down on delivery.

  This isn't resolved until the building is tied down and I've been reimbursed for the money I had to come out of pocket to do the leveling.

  I've gotten all kinds of excuses and lies on why it can't be done and most seem to just be your contractor not having the proper equipment and Graceland not holding them accountable for not delivering on their promises.

  I currently have a building with over $55k invested in that I can't use or even insure until it's tied down due to your contractor's incompetence. 

  I was planning on purchasing more buildings for a tiny home park investment and this was the test building for that. But with the customer service I've received from Graceland and the issues with their contractor I will be taking my business elsewhere.

  
  
  Regards,
  
  
  
  ***** *****

• Initial Complaint

  Date:10/12/2022

  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.

  07-19-22
  Paid $ 11730.00 dollars for the delivery of a new portable building. After weeks of waiting the building was delivered on September 20th 2022. Upon inspection of the building I noticed several flaws and a leaking roof. I noted all the things on the delivery invoice and I was told that someone would come out and make the repairs. Much time has passed and still have not been contacted contacted. I reached out to Graceland several times and I emailed them pictures as they requested and honored all the warranty requests. Yet they fail to honor their warranty and offer any quality customer service. Quality of the building does not meet the standards they claim to bring create for the customer. Meanwhile I cannot use my building I cannot put anything in it I am now behind 2 months on my project and they have all my money but don't seem to care about repairing the building. To sum it up this company should not be doing business!

  

  Business Response

  Date: 10/12/2022

  Robert, 

  Thank you for purchasing a Graceland Portable Building. You made the right choice, as Graceland has the highest quality and service ratings in the portable buildings industry.

  We apologize for the difficulty you are having getting your repairs completed. We have been experiencing repair delays in a few areas of the country due to staffing shortages. The fastest way to get your repairs completed is to fill out a Warranty Claim at www.GracelandWarrantyClaim.com. 

  Thanks, again, for being a Graceland Portable Buildings customer. We really appreciate it!

  Sincerely, 

  The Graceland Customer Support Team

   

• Initial Complaint

  Date:10/03/2022

  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.

  Purchased on 6/16/22; Received on 9/8/22
  Paid: $10,565.20
  Committed to Provide: a 12' x 24' x 8' with a garage door that latches, side door and two windows
  Nature of Dispute: I received my building with a garage door that the latch is two inches higher than the hole to latch into and the left window was installed upside down.
  Resolve: I have filed the paperwork to have the building repaired and have received nothing in regards to my building being repaired. I have pulled a permit for the building and can't get passed inspection. I'm very unsatisfied with how I've been treated with getting this resolved.
  Order # ******** 

  

  Business Response

  Date: 10/03/2022

  ****,

   

  Please accept our sincere apologies for the repair delay you are experiencing. We are a bit backlogged on repairs in a few regions across the U.S. due to limited availability of top-notch, certified repair personnel. Unfortunately, your region is one of them.

   

  Our Customer Service and Repair Teams are aware of the delay in your area and will be reaching out to you soon to schedule your repair. 

   

  Again, our sincerely apologies for this delay. We are confident the quality of your Graceland Portable Building over your lifetime will make this slight delay on the front end of your purchase well worth the wait!

   

  Sincerely,

  Graceland Portable Buildings Customer Support 

  Customer Answer

  Date: 10/03/2022

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  
  
  [Provide details of why you are not satisfied with this resolution. Please respond here ONLY] 

  The problem is it was approved inspected by your company and delivered to my address messed up.
  
  
  
  Regards,
  
  
  
  **** ******

  

  Business Response

  Date: 10/10/2022

  ****,

  
  

  We have rigorous quality-control procedures in place across all of our plants which contribute to our having the highest quality and service ratings in the portable building industry. We are investigating to see if we can figure out why your building was delivered to you in the condition that it was. Often, it can be difficult if not impossible to find explanations for the extremely rare exceptions to our quality standards. But we are looking into it further.

  
  

  Nevertheless, we have scheduled our repair person in your area to make the necessary repairs to your building. We are confident you will be happy with the results.

  
  

  Sincerely,

  Customer Support

  Customer Answer

  Date: 10/13/2022

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  
  
  [Provide details of why you are not satisfied with this resolution. Please respond here ONLY]
  
  Made my appointment to get my building repaired for 1pm and advised I had to work the night before. I saw the repair man showed up to my house at 11:13am and left at 11:26am before I was awake. Now he is not coming to fix my building as scheduled 
  
  Regards,
  
  
  
  **** ******

  

  Business Response

  Date: 10/13/2022

  ****,

  We are genuinely sorry for this inconvenience. Please go to www.GracelandWarrantyClaim.com and fill out the form, being careful to share your experience with this particular repair professional. 

  Sincerely,

  Graceland Customer Support

  Customer Answer

  Date: 10/14/2022

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  
  
  [Provide details of why you are not satisfied with this resolution. Please respond here ONLY]
  
  Well that’s not helping get my building fixed anytime soon. I set the time for a reason due to my work schedule and y’all are refusing to fix my building.
  
  Regards,
  
  
  
  **** ******

  

  Business Response

  Date: 10/14/2022

  ****,

  We're sorry you're going to have to reschedule your repair by filling out a new form on www.GracelandWarrantyClaim.com, but you have no other choice. There is a labor shortage in the U.S. right now and top-notch professional repair personnel who are willing to show up are a little backlogged at the moment. Our repair person showed up at your house a little early and you weren't willing to get out of bed to let him do your repairs early. So now, unfortunately, you're going to have to get back into the "repair line" to reschedule your repairs by filling out a new form on www.GracelandWarrantyClaim.com. We wish there was something else we could do but, unfortunately, there is not. 

  Sincerely,

  Graceland Customer Support 

   

  Customer Answer

  Date: 10/17/2022

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  
  
  [Provide details of why you are not satisfied with this resolution. Please respond here ONLY]
  
  This is crappy service and I’m so sick of how I’m being treated by your company in trying to get my building fixed it’s ridiculous that it takes two months to get my building done and now I have to refill out a service request that is garbage I will never do business with your company again 
  
  Regards,
  
  
  
  **** ******