ComplaintsforTuff Shed, Inc.

• Initial Complaint

  07/31/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Their driver hit my wrought iron fence on May 13, 2024 while delivering a shed to my neighbors home. The next day I contacted the business to tell them what happened, I provided them with ***** pictures, which they requested. Two weeks later I called and spoke with *************************** who I was told would be handling my claim and he asked me to send him my receipt for the original installation, I then told him to contact *****#**;s Home Improvement&#**;s Pro Desk and that they could provide him all of my information for the original installation. He then told me he would get back in touch with me.Lowe&#**;s has come out to give me an estimate, which I provided to ******, a week later he tells me my claim was approved and he would get my check to me or Lowe&#**;s (which I then advised him to send it directly to me). Since then I have not heard anything nor received my check for the repairs as promised. I have called several times, with no answer.

  

  Business response

  08/06/2024

  Per the general manager he spoke with ************** last week on 7/30/24 and then completed the following:
  
  Collected details of the incident and completed a flash report for an automotive claim on 7/30/24.

  Incident number 100042-4020375 has been created, provided a copy of the estimate from Lowes.

  Our Legal team has been assigned to handle the claim.

  Out Legal team emailed the ** on 8/3/24 asking if approved the full amount of the estimate to be paid.

  Responded on 8/5/24 with the information needed.

  The ** spoke with ************** and provided an update

  The ** is going to follow-up with our legal team today and provide ************** another update once we receive additional details.

• Initial Complaint

  07/25/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased my Tuff Shed May 29th with a delivery date of approximately 2 weeks. It is now going on 2 months and I have made payment on something I do not even have in my possession. I went to cancel and was promised it would be made right. I worked with them on that and continued on. I was told it would be delivered the 23rd of July and hasnt come. Now they have the almost exact build for sale with immediate delivery for $2000 less than I paid. It has been nothing short of a horrible experience and have spent over $8000 and have nothing to show for it but emails and texts! I would like a $2500 credit to my credit card.

  

  Business response

  08/05/2024

  We worked out an agreement with the customer. He is continuing his current order with us. He understands the pricing difference between a display and an install. He express his main frustrations with the miscommunications since the sale started. The agreement is we are covering the first two payments that he has already made of coming to a total of $750, and we will have his shed to him this month once the permit is in. 

• Initial Complaint

  07/24/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  In March 22, 2024 I ordered a Garage from Tuff Shed, my foundation guy needed the Engineer stamp for the rafters in order to put in for a building -excavation permit, I paid $600.00 for the blueprints and the Engineer stamp. I was assured by sales men **** that would be done. On 4-15-24 received blue prints but no engineer stamp, I again was assured. That the Engineer stamp would be provided. At this time 4-16-24 gave 50% or $11,000.00 cashers check from my bank and handed in person to ******* the general manager. Long story short never received the engineer stamp, I gave ******* until June 16, 2024 or I would cancel order. Which I did, on June 24th ******* states she requested the refund. Today is July 24th 2024 and I have had an email from ******************************* a regional Manager to state the problem which I did on July 23,2024. I have called the accounts receivable on 7-19, 7-23 and 7-24. Being promised that ******* would personally call me 7-23-24. No call and cannot get any information of supervisors or phone numbers for my complaint and to get my money back.Sincerely ***********************

  

  Business response

  08/01/2024

  The request for refund was completed and sent for approval.It was approved by the Regional Sales Director on Monday July 22nd and the refund check was mailed out this Friday July 26th. We left a voicemail for the customer on Tuesday July 24th to update her on the progress of the refund. Her bank called us today 7/31 to verify we did issue the refund so they could move forward with processing the refund check.

• Initial Complaint

  07/19/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a shed in June 2024, I went and ordered it and ********************* did my order he convinced be to upgrade to the premium floor which included metal studs and 3/4 treated plywood. I had surgery so didnt get a chance to look the shed over. Upon inspection I saw the floor was OSB and not treated plywood. I contacted the office in ******* tx and spoke with ****. I was told it would be corrected she then said just to paint seal it would be ****** because he didnt charge me. I was in the auto repair business 30yrs and ****************************************************************************************** not that is what they asked for. The premium floor doesnt have a package with metal joists and OSB decking. I will not be using tuff shed again as well as not recommend them. They screwed up not me. On top of that the sealer wont seal the underside which is what needs it, I can seal the top of floor with less than a gallon. Also the building isnt even touching the block no shims or anything so over time the floor will warp.

  

  Business response

  07/24/2024

  Customers building was built and installed per the signed purchase agreement (See attached). We have offered to provide an additional inspection and have offered to repair the floor if it is blocked incorrectly.  We have also offered to treat the floor with the smart floor treatment to help prevent future issues for a minimal fee. This upgrade was not included in the original purchase that was agreed upon.  We have attempted to contact the customer multiple times and was hung up on every time. We are eagerly waiting for a response from the customer to complete these services.

• Initial Complaint

  07/14/2024

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  - Incomplete installation after three attempted installation dates beginning June 26 - Two rainwater damage events; structural integrity is in great jeopardy - Contract labor and local junior staffers are mishandling quality control and remediation - Requesting contact from Senior Leadership at Tuff Shed Corporate; My phone is ************

  

  Business response

  07/24/2024

  All is well with this customer. Our warranty technician was able to stop by on Friday(July 19th) on his way back from northern ******** and solved the problem for the leak! 

  Customer response

  07/24/2024

   
  Better Business Bureau and Tuff Shed Incorporated:
  
  I have reviewed the response made by the business in reference to complaint ID ********.  Our customer experience was very disappointing.  Concerns expressed to Tuff Shed management were dismissed at several levels.  Extensive escalation correspondence and three separate attempts to finish the installation were required.  Only now do I feel the purchased structure is no longer in direct jeopardy.  The structural problems and rainwater leaks appear to have been corrected.   
  
  Sincerely,
  
  ***********************

• Initial Complaint

  07/09/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Unprofessional work with building that was installed!!! The building is not leveled tried to blame it on the concrete contractor. I had to pay additional money for repour to find out by another contractor that it was never the concrete it was the building. I have photos of building not leveled after concrete was corrected to TuffSHed liking for building to sit correctly. I have not gotten my door that I paid for and keep being told its out of stock for months now and keep being told they are working on it.

  

  Business response

  07/17/2024

  Our District Manager sent out the factory superintendent to review the concrete footing and it was determined it is out of level. It seems that concrete subcontractor placed blame on Tuff Shed.  The superintendent revisited the site late last week and used a laser level to verify that the top plate of the building is level and reconfirmed that concrete was not leveled. Customer saw firsthand what issue is in person.  Resolution was made to true up building in conjunction with concrete rework to make bottom sill flush with concrete surface.  This was communicated to customer last week and she accepted the plan of action. When constructing the shed the foundation must be level for trusses to line up adequately.  The reason for the gap during installation is due to customer supplied foundation slab having a slope.

• Initial Complaint

  07/01/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  on 5-20-21 I had a painted tuff shed installed on level ground with pavers under each corner, for $2,446.00. I now have mildew all over the ceiling panels. There is no liquid stored in the shed. This is unacceptable and not up to the quality you advertise. I've been told that is not under warranty, but I am not responsible/guilty of neglect in any way. Perhaps this is the result of improper installation. When I asked the company if others have had this problem, they said yes. This tells me that the company has a problem they should be held responsible for. I am a senior citizen and to expect me to be on a ladder to spray down the surface with bleach (their recommendation)is not OK. If this is not resolved, I will openly use the internet to discourage others from buying from Tuff Shed!

  

  Business response

  07/11/2024

  Portland Tuff Shed Factory has contacted the customer and offered to resolve the mildew issue and add ventilation all at Tuff Shed cost

• Initial Complaint

  06/24/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My Tuff Shed was installed on 6-15-24. My husband and I spent most of the day watching them install it. The installers were going to install the shed in the wrong direction even though the area was already leveled and had gravel to match the width of each side. 10x12. My husband had to tell them which way was the correct way and where the door should be facing. Not to mention they installed the vent on the wrong side of the shed. He had a hard time communicating with the gentleman because he didn't speak very much english. They installed the window and vent but never sealed/caulked them. I had to do it after they left. The top left side of the roof has the shingle installed incorrectly. We also had paint included in the install and they only put on one coat and not 2 like they were supposed to. I asked them for the remainder of the paint and they gave me about 1/4 bucket full of the black trim paint and a FULL bucket of the blue paint. Had they applied the second coat like they were supposed to there would be almost no blue paint left. I sent 2 emails, called twice, and text messaged them 7 times explaining my issues and asking for a managers email or phone number and was given zero info. All she told me was someone would contact me within 72 hours. Today has been day 6 and no response from anyone. I told them I wanted them to come back and apply not only the second coat of paint but also to fix the shingle that was installed incorrectly. We get very strong winds in IN and I don't want the shingle that was installed incorrectly to fly off and cause water damage inside the shed or anywhere else. I signed the paperwork in the correct time allotment so the warranty would be applied. Since I signed the paperwork no one will answer me. I have a ton of pictures but I can only download a few because there's too many photos.

  

  Business response

  07/03/2024

  Per our operations manager:

  I have been in contact with this customer and I assured her that we will be taking care of all her concerns. We wanted to be out there sooner, but she wanted both her and her husband to be home when we returned. On Saturday, July 6, we will be sending out a crew to do a full second coat addressing all the missed parts on the siding, redo the ridge caps, and install a new vent on the opposite wall of where the current vent is.We both agreed to a follow up on Saturday to make sure everything went well up to Tuff Shed standards, and that she is completely satisfied. 

  Customer response

  07/06/2024

   
  Complaint: 21894830
  
  I am rejecting this response because: No one showed up today, Juky 6th. I emailed them at 10:30 to tell them not one person came or called. She emailed my back 1 hour later telling me she was going to find out what happened and get right back to me. I emailed her again at 3:30 to try and find out if in fact someone was going to come today and as of 4:30 I still have not received a respond. Id like a partial refunded due to the unprofessionalism Ive received from them and all the stress, anxiety and inconvenience this has caused me.   
  
  Sincerely,
  
  *****************************

  

  Business response

  07/19/2024

  From our local Operations Manager:

  Our installer has resolved all her issues as of this morning. I am waiting to hear back from her that she is completely satisfied. When I spoke with the installer, he said that she was there and was happy with everything he did. 
  We will be returning $350 to the customer for the no show on 07/06, and the value of standard ramps.

• Initial Complaint

  05/15/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  On 10/5/2020 we signed a contract to build an RV Garage with 2x8 framing- 16" O.C. for $105,000 with Tuff Shed; SF Quote Q-******. Due to construction delay Tuff Shed renegotiated the contract under sales order#******* and now requested $130,000. The 2/8 framing -16# O.C. continued to be part of the contract. On March 19,2024 I emailed ************************* the Sales Representative we were working with at Tuff Shed about the discrepancy of what we paid to what we received, see below:"Hello ****:I just reviewed the sales order and saw that you quoted us 2 x 8 Framing 16 feet, 16" OC but half of the building is only 2 x 4 framing 8 feet, 16 OC. I checked Lowes.com and the pricing for the 2 x8 x 16 is $19.28 with 2 x 4 x 8 being $3.14 which is an *****% difference we were overcharged. I understand that labor is also involved but expect an adjustment of the pricing. I would be o.k. if the adjustment is the remaining $13,000 and we call it done. Please advise."**** forwarded this email to his District Manager *************** who responded to us on 3/19/2024 stating that the sales receipt does state a quantity of 2X8 used and as part of our process we had signed off on the building plans of your building. The building was built according to the plans and requested full payment. We tried to appeal to ************** again to avoid any 3rd party involvement but received the below email from him on 3/25/2024 threatening to send us to collection if they did not receive payment within 3 days.We paid but went on record that this is a conditional payment which we are only making to avoid a bad credit rating and that we are seeking recourse for this payment. We are respectfully requesting your assistance in being reimbursed for the half of the building where only 2x4x 8 feet 16" O.C. framing was provided as we consider this deceptive pricing and unethical business practices.

  Customer response

  06/14/2024

  Thank you for your response. 
  Please see your clarification below:
  1. Please clarify when you received the final bill for the updated sales order, ---see attached deposit and payment schedule, as well as the Sales order. Please note that the deposit of $26,250 was paid on 10/6/2020, the 50% was paid on 3/8/2023 and the 40% was paid on 7/6/2023. The attached email trail identifies the issue with the final payment which was paid as a conditional payment on 3/26/2024.
  2. Please clarify when the project was rescheduled to and when the work began and finished. -----As outlined the 40% which was due 5 days prior to prefabrication of building and was paid on 7/6/2023. Tuff shed did not start their work until around 10/23/2023 (I have a text that indicates that the material arrived on 10/26/2023).
  
  Let me know if that is what you needed or if you need anything else. 

  Sincerely 

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

  

  Business response

  07/03/2024

  We have reviewed the concerns that you have expressed and while Tuff Shed strives continually to provide the highest quality product at the best value, we cannot validate your request for a $13,000.00 discount on your building.

  -The 2x8 framing was used where it was structurally needed this was reflected in the plans which were submitted to you and approved by you.
  -The Mohrhadts were on site during the construction numerous times and if they had a concern had ample opportunity to express it at any time.
  -Tuff Shed experienced numerous delays because the Mohrhadts choice to have other subcontractors work on the building while we were still under construction, and this resulted in our team having halt construction more than once to wait for them.
  -When the final payment was requested the response from the customer was that they were going abroad and would pay upon their return
  

  Throughout all of this no mention of the construction materials was ever mentioned.

  So far as *************** not responding we apologized for that however the explanation is that the clients were getting caught in our spam filter.
  Consequently, Tuff Shed stands behind what we have built for the client as what we contracted for and since the client saw and approved the plans was on site numerous times we will not be offering any discount on the price.

  Customer response

  07/03/2024

   
  Complaint: 21718617
  
  I am rejecting this response because:

  1. unethical business practices

  2. deceptive pricing.
  
  Sincerely,
  
  *******************************

• Initial Complaint

  05/15/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  Had my shed for 4 months. Had first service call less then a month in for 8 of shims being used instead of bricks. The company uses partial brick to hold the shed up. They tried to cancel the apt they set. With out asking if that day worked for me. This call was for today trim is falling off the shed. Again apt set not asking if today worked. Had to change a bunch of other things around and they call morning off to cancel again.

  

  Business response

  05/16/2024

  The ** has spoken with the customer yesterday to explain our warranty truck went down yesterday and required towing to the shop and we were in process on getting rental vehicle to be able to utilize the shop truck for warranties.  We have him scheduled to complete the repairs this am.  He just spoke with him again this am to let him know the warranty tech is on his way to the location now to complete the repairs.  

  Customer response

  05/17/2024

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

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