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:02/19/2025

  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.

  I purchased a plastic outdoor storage shed in December 2021. The shed was installed on a solid concrete slab surface per the manual. Over time the lid of the shed has gradually warped out of shape and no longer closes properly. The screws have pulled out of the plastic lid and cannot reasonably be repaired. The shed carries a 10 year warranty. After submitting my warranty claim, receipt, and numerous photographs of the shed and foundation, Suncast has refused to honor my warranty claim. Instead they have stated the shed wasn't installed on a proper foundation (concrete slab or wood) despite me providing repeated photographic evidence that indeed it was. I even provided a side profile picture of the concrete surface showing it's more than the minimum requisite 4 inches in thickness. While logically this claim should be a trivial issue that would be reasonably covered, Suncast has instead taken a stance of it not conforming to the foundation requirements despite. They have provided no explanation why my foundation is not meeting the requirements, even though I have asked for this explanation directly. The situation is unacceptable, and any reasonable consumer would expect the manufacturer to stand behind its product if they're offering a 10 year warranty. Never have I encountered such a situation where the product was so obviously defective and where I've submitted extensive documentation, yet no goodwill has been extended to rectify the situation. The defective lid needs to be replaced. My warranty claim number is #******.

  

  Business Response

  Date: 02/27/2025

  After reviewing your submission, we have determined that the shed is not installed on a proper foundation per the manufacturers requirements. While a concrete slab can be an acceptable base, the shed must also be properly anchored to prevent structural shifting over time. Based on the images provided, it is evident that the unit is not on a solid concrete slab and anchored, which is a requirement for maintaining the integrity of the structure and preventing issues such as warping.Unfortunately, due to these installation factors, the warranty has been voided. We understand this may not be the outcome you were expecting, and we regret any frustration this may have caused. If you have any further questions , we would be happy to assist.

• Initial Complaint

  Date:02/07/2025

  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.

  Transaction was on September 10, 2024. The business guaranteed a 5 year manufacturer guaranteed warranty without any conditions at time of purchase. The business delivered a product that broke due to shoddy build quality (see picture of broken barrel casing). Attempted to amicably resolve the issue by directly contacting the manufacturer to have them honor their contractual obligation. Without any justification they have completely rejected honoring their advertised 5 year manufacturer's warranty. Warranty is present on the Amazon webpage as well as on the product.

  

  Business Response

  Date: 02/07/2025

  Our records indicate that the unit was not registered within the required 90-day period, which is a condition of our warranty coverage. Unfortunately, failure to register within this time frame results in forfeiture of the warranty. Additionally, based on our review, it appears that the proper hose was not being used with the unit. As outlined in our warranty terms, the use of incorrect or incompatible components voids warranty coverage, even if it had been applicable. While we strive to provide high-quality products and customer support, we must adhere to the terms of our warranty policy.

  Customer Answer

  Date: 02/10/2025

   
  Complaint: 22910825
  
  I am rejecting this response because: 

  -No requirement of a ********************************** the documentation that came with the product.

  -Refusing to honor a manufacturing warranty with the excuse of a ************************************* direct violation of FTC legal requirements 

  -Hose used was in line with all dimensional restrictions given by the product, this argument is invalid.

  I would additionally advise your business remove the American flag and Made in ******* advertising, this incredibly unpatriotic behavior and I refuse to acknowledge any American business would behave in such a disgraceful and duplicitous manner.  You are dragging that proud designation through the mud.

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

  

  Business Response

  Date: 02/27/2025

  Thank you for reaching out regarding your warranty claim. We have thoroughly reviewed your case and would like to clarify the warranty terms and our findings.
  The manufacturer's warranty requires product registration within 90 days of purchase to be activated. Unfortunately, we do not have a record of your registration within this period, which means the warranty was not officially activated.
  Additionally, upon reviewing the provided images, we have determined that the damage is not due to a manufacturing defect. It appears that an incorrect type of hose has been used, which is not compatible with the product specifications. This misuse falls outside of the warranty coverage and voids the warranty.
  We understand this may not be the resolution you were hoping for, and we appreciate your understanding.

  Customer Answer

  Date: 02/27/2025

   
  Complaint: 22910825
  
  I am rejecting this response because:

  This is literally the last non-resolution response repeated through an AI filter.  I'm not stupid but apparently their customer service is if they think I don't know how to read and decipher that.
  
  Sincerely,
  
  ******** *******

  

  Business Response

  Date: 03/06/2025

  I understand that this is not the response you were hoping for, and I truly regret any frustration this situation has caused. Our goal is always to provide the best possible support, but we must also adhere to the terms of our warranty policy.
  Unfortunately, for the reasons previously outlined we are unable to proceed with a warranty claim. I realize this may not be the resolution you were seeking, but I want to assure you that we value your business and appreciate your feedback.

  Customer Answer

  Date: 03/07/2025

   
  Complaint: 22910825
  
  I am rejecting this response because:

   

  It's a literal copy and paste response. You haven't resolved anything.
  
  Sincerely,
  
  ******** *******

• Initial Complaint

  Date:01/10/2025

  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.

  I purchased a Suncast shed March 3rd 2021 almost 4 years its plastic material all screws falling out of plastic which is cracking and expanding and contracting with weather, all panels coming out of slots and bowing, contacted manufacturer this product was sold with 10 year warranty, said would not honor, based on my pictures saying I tightened screws too much and it was my fault asked to speak with manager and keep getting runaround.  

  

  Business Response

  Date: 01/22/2025

  Thank you for reaching out and sharing your concerns regarding your Suncast shed. We understand how frustrating it can be to experience these issues, and we appreciate the opportunity to address your concerns.
  After thoroughly reviewing the photos and details you provided, it is clear that the damage to your shed is not consistent with a manufacturing defect or a workmanship issue. Specifically, the panels appear to be disengaged from the floor, and the overall condition suggests potential external impact or factors beyond typical use. As communicated, our limited warranty covers only defects in manufacturing or workmanship, and the issues identified do not fall under these criteria.
  

  Customer Answer

  Date: 01/22/2025

   
  Complaint: 22795555
  
  I am rejecting this response because: this is clear expansion and contraction of plastic due to weather cracking everywhere and screws falling out of manufactured plastic wholes with metal screws make it make sense , doors are bowed as is roof whole shed needs to be replaced or refunded very upset and dissatisfied with manufacturer and fake warranty offered 
  
  Sincerely,
  
  ***** ******

  

  Business Response

  Date: 02/07/2025

  Thank you for reaching out. After carefully reviewing the images you provided, it is evident that the damage to your shed is not due to a manufacturing defect. The visible cracks shown in your photos indicate stress-related damage that our testing has confirmed does not occur under normal use.We have made efforts to work with you, including requesting a comprehensive list of the parts you need to explore possible assistance. However, instead of providing this information, you have requested a full refund. As stated in our warranty policy, we provide replacement parts for covered issues rather than refunds. In this case, the type of damage presented would not typically qualify under warranty, but we were still willing to explore options as a goodwill gesture.

  Customer Answer

  Date: 02/12/2025

   
  Complaint: 22795555
  
  I am rejecting this response because:the whole shes is cracking and falling apart due to expansion and contraction from weather I do not want another shed which will do same thing and to fix I need all panels to fix , time and labor is not work taking apart to put back together for same results I want a refund full or partial very upset saying it was put together wrong you have plastic wholes for metal screws makes no sense no metal backs, a lot of design issues and material is not made for outdoor weather as stated I built everything to spec even poured a concrete pad which is level what else am I supposed to do
  
  Sincerely,
  
  ***** ******

• Initial Complaint

  Date:01/09/2025

  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.

  I bought a new shed from Suncast via ******. I am having trouble assembling it so I contacted their customer support. I have been back and forth with them with no satisfactory outcome on my part. I eventually asked for a replacement part and basically they said no. I have sent numerous pictures of the problem with the shed, blatantly showing a manufacturer error. I am beyond frustrated and deeply disappointed. All the documentation is in the form of an email.

  

  Business Response

  Date: 01/22/2025

  We sincerely apologize for any frustration or inconvenience you have experienced during this process. Our ************* team has carefully reviewed your case and all the documentation provided, including the photos you shared. Weve worked to troubleshoot the issue with you and provided assembly tips to assist in resolving the challenges. Based on our assessment, the parts in question are not defective, and the difficulties appear to be related to the assembly process rather than a manufacturing issue. We remain committed to helping you successfully assemble your shed. If further guidance is needed, we would be happy to assist with additional instructions or clarification to ensure a smooth assembly please reach back out to our ************* team. Please note that per the terms of our warranty we only cover defects in manufacturing.

  Customer Answer

  Date: 01/22/2025

   
  Complaint: 22785490
  
  I am rejecting this response because: I need the front left corner panel replaced. I would gladly throw the challenge of making it work back to them. $1100 I feel I have wasted. I have tried EVERYTHING the customer care team suggested, but the roof still doesnt fit. I have put the roof on, however, it does not lay flat or attach to the cross beam or the wall panels at any place, as the s**** holes do not align with the corresponding holes. If there is a strong wind gust, it will blow off. Im exceedingly disappointed with their response. I tried to leave a review on their website, but unfortunately I was unable to find a way to do so. I think other consumers have a right to know about Suncasts lack of concern with a, in my view, manufacturing error. Bearing in mind the cost of this product, replacing an obviously flawed section should be their priority. I shall not recommend this company to anyone who may ask me about it.
  
  Sincerely,
  
  ***** ******

  

  Business Response

  Date: 02/07/2025

  Thank you for reaching out and sharing your concerns. I sincerely regret the frustration and inconvenience youve experienced with your purchase. Our goal is always to ensure customer satisfaction, and I want to work toward a resolution that meets your needs. I understand that despite following all troubleshooting steps, the roof is still not fitting properly due to misaligned s**** holes, and you are requesting a replacement for the front left corner panel. Id like to further investigate this issue to determine the best course of action. Could you please provide photos of the misalignment and any additional details regarding the assembly process you followed via email received under ********************************* This will help us assess the situation more thoroughly and find a suitable solution.

• Initial Complaint

  Date:11/22/2024

  Type:Service or Repair 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.

  I purchased a ********* branded model CMXRSSC7750, Suncast manufactured shed on 6/15/2019, within a year the front corners began to split and I attempted to contact them for information at that time, they never responded. Then the corners progressively split worse and worse and every attempt to contact them and get a response failed. I finally gave up and purchased angle iron and used it to hold the corners together from the inside, and had to use caulk on the outside to seal out rain as best as possible. Over the past 6 months the back corners started to split in the same manner, so I had to make the same type repair on those as well, I've been once again trying to get some type of resolution from Suncast, as this shed supposedly had a 10 year warranty, but they're still ignoring me. I guess their process is to ignore you for 10 years so they're not responsible for the poor quality of their product, there are a lot of complaints online about this same shed having the same problem, you have to fold all 4 corner pieces to form the actual corners, and the plastic at the fold is extremely thin compared to the rest of the shed.Craftsman is very responsive, but they always say it has to go through Suncast, as that's who actually manufactures this product. At this point, I have zero desire to take the shed apart to replace the corners even if Suncast ever decided to acknowledge me, the repairs I made are good enough to suffice since it's just a plastic shed anyways... But I feel that some type of prorated refund is in order since this is clearly not an isolated issue for this particular model. The shed was assembled properly, per the instructions and build on a solid base.Suncast in considering any possible prorated refund, should consider the fact that I've been trying on and off for 4+ years to inquire about this problem since the first time it was observed beginning.

  

  Business Response

  Date: 11/26/2024

  Thank you for reaching out and sharing your experience with us. We understand your frustration and sincerely apologize for any inconvenience caused. At this time, we do not have any record of receiving your previous inquiries or claims under ********************** However, we are more than happy to assist you in resolving this matter. To begin the process, we have sent an email outlining the information needed to proceed with your claim. Once we receive the requested details, we will promptly review your case and work towards providing an appropriate resolution. We truly appreciate your patience and the effort youve taken to explain your concerns. Your feedback about the product's design and durability is important to us, as it helps us identify areas for improvement. Please don't hesitate to reach out if you have any additional questions or need further assistance while submitting the required information. We look forward to assisting you and resolving this matter as quickly as possible.

  Customer Answer

  Date: 11/26/2024

   
  Complaint: 22591191
  
  I am rejecting this response because:
  

  I want to be able to submit the information Suncast requested to process the claim and see what the outcome is before accepting or rejecting anything and finalizing the BBB complaint. The email they sent the claim instructions to is the exact same email address that Craftsman keeps informing me to reach out to, so I have a hard time believing there's no records of me attempting to contact them.

  I will say, there are other BBB complaints here I've read through that outline the exact same issues with these model sheds, it's clearly a known issue with them.

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

• Initial Complaint

  Date:11/20/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Purchased the Suncast 8 ft. x 7 ft. ******************** Shed, and one of the main parts of the shed which is the roof, which has 2 parts has a defect because the roof is not lining up and not locking in place. Have contacted the company they are trying to make every excuse to not replace the roof parts. They Ask for pics to see the foundation so I sent that. Due to the defect in the roof and its not locking and lining up the wind blew it off. Then are asking for me to measure there product which makes no sense. There is an instruction video they give a link to in which we utilized to assemble the shed. So I have paid 1.935.62 $ for a product with a default in the roof. So the shed is useless with no roof. I would like the replacement parts of the left and Right roof top to be replaced or the company needs to refund me my money that I spent on their product.

  

  Business Response

  Date: 11/22/2024

  Thank you for reaching out to us regarding your Suncast 8 ft. x 7 ft. ******************** Shed. We are sorry to hear your concerns and as our specialist advised we would be happy to assist further.
  To address your concerns and ensure were troubleshooting effectively, we require specific information as outlined in our warranty. This includes clear photos of the foundation and assembly, as these are critical factors in ensuring proper alignment and functionality of the roof and other components.
  Its also important to note that per our  limited warranty, any assembly issues should be reported immediately upon discovery, prior to exposure to external weather conditions. This ensures we can resolve any concerns before further damage occurs. Unfortunately, damage resulting from weather conditions, such as wind, is not covered under the warranty.
  We understand your frustration and are committed to assisting you within our terms. If you could provide the requested information a member of our team will be happy to evaluate and determine the appropriate next steps.
  We look forward to working with you to resolve this concern.
  

  Customer Answer

  Date: 11/25/2024

   
  Complaint: 22582787
  
  I am rejecting this response because:

  I have sent photos of the shed on a concrete slab. Your customer service could not find fought on that part. So they are trying to say its sonething else that Im doing wrong. The 2 piece shed roof parts are defective they are not locking in to the grooves. Each time they come out. The grooves or something else is defective with these roof parts. They have not been in any weather climate because we could not get the roof parts on from the beginning. I contacted your company right away. This is bad business. I also described to them how to lock them in according to the video. Which is not working. What more can I say the roof parts are defective. The shed is useless without the roof parts. Thats all I need my replacement roof parts. 
  
  Sincerely,
  
  ******* *******

  

  Business Response

  Date: 12/06/2024

  Thank you for your response and the additional details regarding the issue with the shed roof parts.We understand your concerns and want to assist you further. However, in order to proceed with addressing this matter, we require the specific information previously requested. This information is essential to verify whether the issue stems from a manufacturing defect, as this is necessary to determine how we can best assist. At this time, based on the images provided, the nature of the defect is not entirely clear. Please note that our warranty covers manufacturing defects, and we need this information to confirm eligibility for replacement parts. As a customer, you are within your rights to request a refund or exchange directly from the retailer. However, to resolve the issue through our support, we kindly request your cooperation in providing the necessary information. We value your business and appreciate your understanding as we work towards a resolution.

  Customer Answer

  Date: 12/09/2024

   
  Complaint: 22582787
  
  I am rejecting this response because: if you go back through the information you received from me with your company I sent pics of the roof parts and just as I explained to them, where the problem is with the roof parts they are not locking in as per your video. They are not locking in if you look at the pic which you should be able to pull from customer service help desk, u will see a pic of the roof, and a pic with me trying to get the roof on and as putting the awning up they again snapped out. There is a defect with the grooves in roof area that is supposed to lock into the wall (siding portions. That is not happening. You should be able to pull the pics from your customer service help desk as stated above.
  
  Sincerely,
  
  ******* *******

• Initial Complaint

  Date:10/18/2024

  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.

  I am filing a complaint against Suncast regarding their refusal to honor the warranty on a product I purchased. Despite following their warranty claim process, I was denied a replacement part for an issue that arose shortly after ***************** is a summary of the situation: Product Defect: The part in question arrived bent from the start and eventually broke after minimal, normal use. I have only opened it occasionally to un-kink the hose, otherwise it has been kept closed since installation. Warranty Refusal: Despite this clear defect, Suncast has refused to honor their warranty, claiming that the damage was not a result of a manufacturing defect but due to external conditions or normal wear and tear. This is unacceptable because the defect was evident upon delivery and the product has been used minimally and correctly. Poor ***************** When I reached out to ********************** for assistance, I was met with a refusal to replace the defective part, despite it being covered under their limited warranty. I expect Suncast to honor their warranty and replace the defective part as promised when I purchased the product.Suncasts refusal to provide proper support and a fair resolution has left me highly dissatisfied. I request that Suncast reconsider their decision and provide a replacement part in line with their stated warranty.

  

  Business Response

  Date: 11/01/2024

  According to Suncasts limited warranty, only manufacturing defects are covered. Based on the review of the images provided, the lid is considered a wear item and is not covered under the warranty. If there had been a manufacturing defect, it would have likely appeared within the first few months of use. This unit is now over a year old.

  Customer Answer

  Date: 11/07/2024

   
  Complaint: 22442428
  
  I am rejecting this response because:

  Thank you for your response regarding the warranty. However, I must point out that Suncast's limited warranty is not a few months but rather a full 3-year warranty. Given this, the damaged part should be covered.
  Furthermore, I do not use the lid frequentlyonly opening it occasionally to adjust the hose or if the hose becomes stuck. Therefore, its unlikely that the lid would wear out within just a few months of regular, limited use.
  From my perspective, this issue appears to be due to a defect in how the plastic was cut during manufacturing. I believe it would be more appropriate for Suncast to send a replacement part rather than disputing the matter with a customer.
  Thank you for considering this request and standing by the warranty terms.
  
  Sincerely,
  
  *** ******

  

  Business Response

  Date: 11/14/2024

  Once again I understand your concerns, per review this is not a manufacturing defect.  However as a gesture of goodwill we would be happy to offer a lid at no charge but you would be responsible for the shipping. If you wish to proceed please contact us at **************.

• Initial Complaint

  Date:10/17/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Paid over $100 for a deck box from BJs. box clearly came damaged. sent extensive pictures to Suncast, as they CLAIM that they honor damaged items and warranty, and they basically told me to get lost. I will never buy from them again, but I do want my money back.  

  

  Business Response

  Date: 11/01/2024

  Under Suncasts limited warranty, only manufacturing defects are eligible for coverage. After reviewing the provided images, it appears that improper assembly caused damage to the hinge and the area where it connects to the unit. This damage resulted from assembly issues rather than a manufacturing defect, and therefore falls outside the scope of our warranty coverage. Suncast cannot be held responsible for damage arising from improper assembly.
  
  

  Customer Answer

  Date: 11/04/2024

   
  Complaint: 22436434
  
  I am rejecting this response because: it is a lie.  The outer lid is nowhere NEAR hinges, and has nothing to do with assembly. This company is nothing but garbage, and I don't stand by their garbage product, even though they claim that they do.  and that's why they have nothing but negative reviews on here. That's OK, I'm just going to file a lawsuit. They screwed with the wrong consumer this time. Thanks.
  
  Sincerely,
  
  ******* ****

  

  Business Response

  Date: 11/06/2024

  Were pleased to confirm that this issue has now been resolved directly with the customer.

• Initial Complaint

  Date:10/17/2024

  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: 7/6/23 Installed ~August 2024 Initial effect /damage noted ~May 2024 Purchased (2) of their smaller storage sheds: "Suncast 4 ft. 4 in. W x 2 ft. 8 in. D Resin Horizontal Storage Shed in Stoney Resin"Installed correctly, including installing on level concrete surface. Both metal bars that are installed onto the bottom of each cover/lid has ripped out of the cover. Seemingly based on other reviews (including other BBB complaints) this is quite a common defect. Seemingly the sun/heat caused the lids lids to warp/change shape and the rigid metal bars rip out.I've spend thousands of dollars with this companty over the last ~15 or so years and expected they would assist with this clear product defect. Upon contacting them, they made me send nearly a dozen pictures (some pointless) including showing it installed level on an appropriate surface (which I provided). After days of providing pictures I was then told: "the concern shown is consequential damage and is not covered under the limited warranty".This is clearly a item defect, the lid clearly warping from the sun inside of a year is NOT "consequential damage". as this is meant to be installed outside in the sun!! In fact I live in the northeast and these weren't even installed in the most sunny part of my property.I simply wanted this to be covered correctly, I simply wanted (2) new cover/lids so I can have these working correctly and I can figure out a way to prevent these being warped again (cover maybe?) It's simply madness to have to contend with this. At this point I'd prefer a refund so I can replace these with a working model, or an alternate replacement.A flawed item is one thing, a flawed customer response to a valid warranty claim is disheartening.  

  

  Business Response

  Date: 11/01/2024

  According to Suncasts limited warranty, only manufacturing defects are covered. Based on the images provided, it is evident that improper assembly and over-torquing caused the rail to pull out of place. This type of damage results from incorrect installation rather than a manufacturing flaw, and thus falls outside the warrantys *********** a gesture of goodwill, Suncast offered to supply replacement lids at no cost; however, the customer would need to cover shipping fees, which they declined. Once again, please note that this issue is not considered a manufacturing defect and is outside the scope of our limited warranty.

  Customer Answer

  Date: 11/04/2024

   
  Complaint: 22435176
  
  I am rejecting this response because:

  Suncast is being extremely deceptive in their response to you.  There was no "over torqueing" at all.  The screws for the metal support bar s**** into hollow plastic which is already a flawed design.  Overtorqueing in such a case would be hard to note in such a case (going into hard plastic) and the pictures I provided them absolutely do not show any overtorquing at all.  

  What is clearly evident in all my supporting pictures is in fact what the issue is -- a defect in the product.  I've attached pictures that show  both tops warped from the sun/heat which in turn warped upward and pushed out the "support" bar causing them to rip out of the very little milimeter of hollow plastic they were screwed into.  In fact, the previous attached pictures show the perimiter of the plastic s**** holes pulled outward vs inward -- outward as in ripped out vs over torqueing which one would expect the s**** hole perimeters to be pushed in.

  I have many moe ********* but will be very surpised if my explanation versus theirs is not clearly eveident to a reasonable person.  There are also other reviews ANd BBB complaints for the EXACT same issue and pretty confident Suncast knows this is a known issue but will not concede this.

  Pictures clearly show that and Suncast is being deceptive in their response. 

  Also please note, they provided me 3 entirely different reasons to deny my request -- ioncluding this being due to " consequential damage" and only provided "overtorqueing" after I repeatedly asked them to eloborate on the definition of consequential damage.  When I challenged them in the same manner I'm challenging their response here, they in turn stated they would mail me noew tops if I paid for shipping (not acceptable).

  I'd prefer a partial refund to move on from this dismal experience.

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

  

  Business Response

  Date: 11/06/2024

  Thank you for sharing your detailed feedback. We apologize if our response did not fully address your concerns regarding the design and warranty coverage. We understand your frustrations with the product and appreciate the insights youve provided, including your photos and explanation.
  At this time, the best we can offer is to send a replacement lid at no charge, as your situation falls outside the scope of our warranty. We are unable to offer a refund, but we hope the replacement lid will be a step toward resolving this matter to some extent.

  
  Please let us know if you would like us to proceed with sending the lid or if theres anything further we can address. We value your input and are here to help in any way we can.
  Sincerely,

  Customer Answer

  Date: 11/06/2024

   
  Complaint: 22435176
  
  I am rejecting this response because:

  BOTH sheds have thew same defect, therefore this would require (2) lids.   

  I'll accept 2 lids as a settlement otherwise please leave my compaint up.

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

  

  Business Response

  Date: 11/14/2024

  We have successfully resolved the customer claim. Please check your email for resolution.

• Initial Complaint

  Date:08/17/2024

  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.

  I purchased a Shed from Suncast on 04-21-2021 with a 10 year warranty. The shed's corners came apart sometime between 2022 and 2024 and I filed a claim with Suncast on 06-10-2024. Suncast wants to reimbuse me for 2/3 of the shed price after 3 years, at a pro-rated price or send 4 new corners. I would have to disassemble this entire shed, replace the sheds 4 bad corners and reassemble it (OLD and New Parts), which will not cover any additional parts that may need replacing after disassembly). Plus I will have to unload this shed, move the items to a storage facility, replace defective parts, bring my items back and put them in the shed. I do not own a vehicle that would haul all of this. Plus, Suncast did not reveal the shed's value is worth nearly zero dollars after 9 years and 11 months(10 year warranty). This shed should have lasted me and my wife the rest of our lives. The shed next to it was bought in 1995 and still stands. I am seeking a full refund from Suncast which they are refusing. It's obvious the shed was made with inferior materials. I was 65 years old when I bought this shed. I am 68 now and I am not in the best of health. I personally don't think this shed was manufactured for southern climates. I should have checked at the Better Business Bureau before buying. They have many problems. Made in the *** and Commitment to Quality is what this company advertises! I am left with no help, no safe or usable shed and no way to purchase a shed of equal value. No one helps.

  

  Business Response

  Date: 09/03/2024

  As outlined in our limited warranty, we offered to replace any defective parts, which Mr. ******** declined in favor of a refund. The prorated amount owed is $660.83, but the customer is refusing this amount. At this time, our offer remains to provide the prorated amount for the remaining life of the warranty term, as requested, since we initially offered to replace the four corners, which he also declined.

  Customer Answer

  Date: 09/04/2024

   
  Complaint: 22158126
  
  I am rejecting this response because:

  Suncast did not reveal the shed's value is worth nearly zero dollars after 9 years and 11 months(10 year warranty). If the 4 corners gave out after 2 years(the basic strength of the entire shed), there is no possible way this will last for 10 years.  I am seeking a FULL REFUND from Suncast to go towards a new building, which Suncast is STILL refusing. It's obvious the shed was made with inferior materials and was not designed to last. I was 65 years old when I bought this shed. I am 68 years old now and I hate the idea of upgrading this with lawyers fees and court costs for a poorly made $1000 shed. I personally don't think this shed was manufactured for southern *** climates with thin, bent plastic corners. I will NOT back down.
  
  Sincerely,
  
  *** ********

  

  Business Response

  Date: 09/16/2024

  The customers daughter contacted us, stating they no longer wished to receive replacement parts. As outlined in our Limited Warranty, Suncast offers to replace any defective parts that have failed. At your request, we provided a prorated refund offer of $660.83, which accounts for the remaining warranty period. However, the customer has since requested a full refund.
  We understand that you find the prorated refund insufficient. While Suncast prefers to provide replacement parts whenever possible, a prorated refund is offered in accordance with the Suncast Limited Warranty (*****************************************************) when replacement is not feasible. The prorated amount takes into account the 3 years of use you have received from the product. Please let us know if you would like to proceed with the prorated refund or if you prefer that we close the claim.