ComplaintsforTuff Shed, Inc.

• 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

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

• Initial Complaint

  05/14/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a shed and it was supposed to be delivered and built on may 13th. Nobody showed up. They said they would be here the next day between 8 and noon. Again nobody showed up. After several phone calls on my part with them saying that they were on their way and would be here in 30 minutes two guys finally showed up at 4:00 pm. Only one of the guys seemed to know how to actually build a shed, the other guy was a young apprentice who basically knew how to unload the materials. At around 7 pm, they noticed that the facility had given them a wrong wall (one which was one foot taller and wider than what it needed to be). They then said they couldnt continue working. They said that they were already scheduled to work on other projects the next few days and they didnt know when the job would be done. We bought two sheds from Tuff Shed in 2019 with no problems. Its extremely disappointing to see how low the quality of service has fallen. I have had a lot of trouble getting a hold of someone in management to help me get this resolved.

  

  Business response

  05/17/2024

  The issue has been addressed and it was a misunderstanding between the installer and the home owner. This shed was a no paint and she dislikes the white caulking. We will be returning on Tuesday to remove the caulking above her window and door.

• Initial Complaint

  04/03/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

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

  

  Business response

  04/09/2024

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

• Initial Complaint

  04/02/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

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

  

  Business response

  04/08/2024

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

• Initial Complaint

  03/18/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

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

  

  Business response

  03/26/2024

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

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

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

• Initial Complaint

  03/11/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

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

  

  Business response

  03/12/2024

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

  Customer response

  03/15/2024

   
  Complaint: 21414124
  
  I am rejecting this response because:

   

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

  Customer response

  03/20/2024

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

• Initial Complaint

  02/02/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

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

  

  Business response

  02/13/2024

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

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