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:01/23/2025

  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.

  On December 27, 2024, I canceled a unit purchased on December 23, 2024, classified as a New - Off Lot Sale (Invoice *********), totaling $17,046.99. The cancellation was made within the contract’s 10-business-day penalty-free window, and delivery had not been scheduled. That same day, I ordered a custom-built unit (Invoice total: $17,799.70). However, on December 30, 2024, I canceled the custom order after being informed by salesperson ******* that the unit could not include an agreed-upon exterior outlet unless I paid additional charges. I canceled due to dissatisfaction with this change, the misrepresentation of the custom order, and the unprofessional handling of the situation. Kendyle assured me a refund would be issued within 7–14 business days. However, later that day, Emma Harger (owner) claimed that none of my money was refundable, except for $700+ for the modifications, stating the funds from the original purchase had been applied to the custom order. This contradicts the contract’s terms, which explicitly allow penalty-free cancellations within the stated timeframes for both off-lot and custom orders. Additionally, I was incorrectly charged: 1. $17,558.40 instead of $17,046.99 on December 23, 2024. 2. $775.29 on December 27, 2024. These improper charges total $18,333.69, exceeding the price of the custom order. Despite an in-person follow-up with Emma on January 13, 2025, no refund has been issued as of January 22, 2025, well beyond the promised refund timeframe. Stor-Mor is now threatening to withhold funds and impose a 15% restocking fee, despite the fact that neither unit was delivered, and both cancellations complied with the contract terms. I request: 1. An immediate refund for both canceled purchases. 2. Correction and refund of improper charges.

  

  Business Response

  Date: 01/28/2025

  As requested, a full refund of $18,333.69 was sent to ******** ******** *n 1/23/25.

• Initial Complaint

  Date:01/09/2025

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 11/6/24 I had purchased a custom built cabin 16x52. On Dec. 18th it was attempted to be delivered to my home, in which the driver got stuck on the county road on his way to my property. I was not there for delivery, because on Monday Dec 16th the driver contacted me about delivery in which I informed him that I was not available that Wednesday being my daughter had a post op appointment for surgery. He then told me he was only available to deliver on Wednesday. Other wise it would be January for delivery. So I had told him fine I would have my dad be there for delivery. So on Dec. 18 around noon I get a call from the driver telling me I need to pay him $150 per hour over his 90 mins because he had got stuck on the road towards the property where it was being delivered. I told him I could not afford that. In which he then told me ok, you will need to pay for a reschedule and his time another day. He said he would just unload the building and set it on the property but not set it up. That evening I got home to find the cabin left in the road way, where my neighbor couldn’t get his lowboy trailer down the road because the driver left this huge cabin in the road way making it very narrow for my neighbors to get past to there homes. My issue is that the driver did not get stuck on my property but was already charging the time, and in his carelessness of not being paid for his time that day he damaged the building cracking the porch, and a few boards on ceiling. I reached out to do a return on the building because I did not want to pay for something I shouldn’t have been charged for in the first place. I paid a little over 11k down. I have spoke with the district manager in Louisiana at StorMor. He informed me they would pick the building up Dec. 22nd a Sunday in which they did. Now it has been 18days and I have yet to receive my refund. I have reached out and left text, and have not got a call back. I really just want my money back. It has been a very bad experience

  

  Business Response

  Date: 01/13/2025

  As the driver was attempting to deliver the building to the customer’s residence, it became clear that the Private Road in which the customer lives on was not paved and would be better described as a long dirt drive that was incredibly muddy due to the recent weather. Per the signed Customer Delivery Agreement (signed by the customer at the time of sale), the average set up time is 30 – 90 minutes. “Setups and installation that go beyond 90 minutes will incur a charge of $100 per hour.” The driver quickly determined this delivery would be longer than average. When the driver was informed customer could not afford the additional hours at that time, the driver left the building on the side of the dirt drive. The photos indicate it was left pretty far to the side to allow for vehicles to pass in the meantime. Again, this is a private dirt drive, not a paved road.
  It is fair that the customer has requested the building to be returned. With the holidays, it has taken longer than normal for this pickup and refund to occur as business days have been spread out. As the building is already picked up, we will be issuing a refund of $10,193.53. This is after deducting the cost of pilots, permits, and driver’s time for this delivery attempt. The deduction amount is less than what was originally stated as the refund amount per the Terms and Conditions signed by the customer on the date of sale.
  

  Customer Answer

  Date: 01/14/2025

  
  Complaint: ********
  
  I am rejecting this response because: #1 I was not there at delivery! I did not sign anything! The driver got stuck, on the road to my property not on my property. I have a full video that my brother took of the driver stuck down the road and after wards the driver asked my father to sign a waiver saying he spoke with me about a waiver. It is typical for a big company to try and get over on the customers because of their choice to return a 33k building that got damaged and wanted to charge extra time. You may say Private Road as much as you would like, the road is yes indeed a private road but with more than just me living down this road. I have 3 neighbors past my property and 1 before me. So go on and think y’all parked the building out of the way for other vehicles to get by. My neighbor that lives at 600 Pr 5820 had to use our circle drive just to go around to get to his property with his truck and trailer lol. Or would you want a written statement of that as well. Anyways thanks for finally getting my refund done. But has it actually been mailed. Y'all had plenty of opportunities to get it’s processed and sent out. This would have been my 3rd purchase with StorMor. But I can guarantee I will let everyone I know exactly how this was handled by StorMor company. I did go and buy a Dersken that had no problems delivering last week “on my private road” and it was also a 16ft wide. The StorMor building was picked up on Dec 22nd. And as of yesterday the check still hasn’t been mailed to me. Technically the company had 13 regular business days ( not holidays or Weekends) to get my check back to me since pickup. No one should have to wait for their money back this long. 
  
  Sincerely,
  
  ***** *******

  

  Business Response

  Date: 01/15/2025

  ***** agreed on Dec 18th for delivery with her dad present to accept the building. Drivers are responsible for purchasing time sensitive permits for large buildings as well as a pilot car before loading the building for delivery. This driver had dedicated a full day to this delivery. Once on County Road after the haul exceeded 90 minutes due to property conditions, he can charge an additional charge. The customer told the driver “No” to paying it so he continues attempting delivery free of charge. The ground conditions, County Road to Private Drive, are very narrow. The driver asked her father to sign a Liability Damage Waiver to relieve him of any responsibility for damage(s) if they wanted him to continue to with delivery, but the truck and trail became stuck. The father attempted to pull the semi out with a small tractor. The shifting weight created stress on the building so her brother had given permission for the building to sit on the ground. Our driver called ***** and told her that he would have to come back when the ground was a little more stable and quoted $350 to finish the delivery and she was unwilling to pay so he offered to still finish the delivery later at no additional cost to her.
  On Dec 22nd we retrieved the building at the customer’s request. He once again had to acquire a Texas Permit and pilot which was deducted from the customers down payment. Refunds are only issued on Fridays once the buildings picked up, received by the lot, examined for damages and cancellation request submitted to our office. After we verify all the information provided by all parties involved, we print and mail the refund immediately. Supporting Documents attached include *****’s signed invoice highlighting responsibilities of the customer for a delivery process to be smooth and successful, photos of the truck and the delivery certificate we have signed once the building is on the property by the person accepting delivery.

  Customer Answer

  Date: 01/16/2025

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***** *******

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

• Initial Complaint

  Date:09/03/2024

  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.

  Leaking roof-told driver too.  When they pick it up, Hurricane Burl did damage with winds-cause the leak.  I paid extra monthly with insurance.  They charge me. 

  

  Business Response

  Date: 09/04/2024

  Unfortunately, there is no content in this complaint and there is no attachment to view. Please reach out to Stor-Mor directly to assist with any issue you are having. 

  

  Business Response

  Date: 09/04/2024

  This individual is using a different name than what is included in the legal documents signed by the customer at time of sale and on their driver's license that we have documented from the sale. While this seems rather deceiving, we were able to track down this order by using the address that was required in the BBB complaint and running it through our system for a matching delivery address, though this address does not match the address on the driver's license. Upon review of the order, the customer ordered the product on 3/1/24 and received the product on 3/12/24. After the delivery was complete, the customer signed a Delivery Certificate confirming the satisfaction of the delivery (signed document is attached). Stor-Mor was then able to complete this order as it had been delivered to the customer's satisfaction. There was no mention of a leaking roof at this time. The hurricane the customer is referencing did not occur until July 2024, so it would have been impossible for the customer to report a leaking roof due to the hurricane in March 2024. If the customer has requested that the building be picked up, they did not contact Stor-Mor for this. With the customer deciding to rent to own the building through a RTO company, the pick up request would have been needed to be made to them. If the customer reported leaking, it was not documented to our Repairs Department. Customer is requesting a refund. The refund policy is attached in Order Documents. 

• Initial Complaint

  Date:09/03/2024

  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.

  I custom ordered a dried in portable building ($3,500 down and 2 payments of $1,080) with some electrical outlets installed. It came and looked great so I started fixing it up on the inside for my business. Flooring was installed ($2,500) insulation board was installed and then the wall coverings. ($2,500) Well it rained and water came in all through the top along the two main walls and ruined everything the water touched. They refuse to replace anything or refund me anything. One of their guys came out to fix it but said there was no screws in the roof at all on one side and the other was half way done. And he would probably lose his job by telling me this. He did what he could and advised me to wait till heavy rain to continue on. So I did and it is still leaking just as bad. I have video of a stream of water pouring in straight down the wall and underneath the flooring. They are sending somebody else out to FIX it again but I truly think is not fixable and a lemon design. Or my other option is to let them repo it and sell it to another unfortunate soul. And just be out of about $8k or more possibly. I’m honestly to sick to add the numbers up but I know I went in to this with $15k hard earned saved cash to spend on a new bigger business. They have been so unhelpful the financial company, the actual builders. They basically laughed and said oh well get a lawyer.

  Customer Answer

  Date: 09/10/2024

  The company above them is called “store-mor” out of Kentucky. I think it’s like the franchise name. 

  

  Business Response

  Date: 10/17/2024

  ****** purchased a Stor-Mor building on 3/29/24. The down payment made was $2,290.09 (invoice is attached). The custom building was constructed to the customer’s specifications and delivered on 5/6/24 when the customer signed that she inspected and accepted the property with complete satisfaction (document is attached).

  Customer later reported leaking after a hurricane caused damage to a window. A repairman was sent out to fix the issue. The repair man came out two other times, for a total of three trips, to repair. The repairman went above and beyond to ensure the correct measures were taken.

  As shown in photos the customer has presented to both Stor-Mor and the BBB, it is obvious that the customer has made modifications to the building. These modifications are documented by Stor-Mor in photos taken before the building was delivered and by the repairman during his trips to repair the building. This is prohibited in the rental agreement signed by the customer at the time of sale (attached). In #17 of the agreement, it states that the renter shall not alter the property in any way. Customer admits to adding insulation, flooring, and wall coverings. Not only does making such modifications go against the rental agreement, it also has the potential to void Stor-Mor’s workmanship warranty. Stor-Mor guarantees its work, but cannot guarantee the work of others modifying the building. Nor can Stor-Mor guarantee that modifications made to the building would not damage the building.
  

  Our Repairs Manager has spoken to the customer and explained the warranty cannot replace or refund personal items, including the items used to modify the building.
  

  We encourage the customer to review the signed contract with the rental company and Stor-Mor’s invoice (attached). It is documented that the customer has threatened to obtain a lawyer. Upon threat of legal action, it is our best practice to direct all communications through legal counsel. 

  Customer Answer

  Date: 10/17/2024

  
  Complaint: ********
  I am rejecting this response because:
  Adding walls and flooring did not cause the building to leak. The roof not having screws it the first place caused the damage. According to the agreement I signed it stated that the building was built properly it obviously was NOT. The agreement says ANY damage to the building from natural disaster will be fixed by the company. 
  Sincerely,
  
  ****** ********

  

  Business Response

  Date: 10/17/2024

  Again, Stor-Mor can only guarantee the workmanship of our construction. This customer clearly did not follow the signed legal agreement that prohibits modifications from being made to the building. In response to the LDW, yes, we did repair any natural disaster damage to the building when the repairman made his trips to the customer’s property. Customer’s request was for a refund and it has been explained to her how this situation does not qualify for a refund. 

  Customer Answer

  Date: 10/17/2024

  
  Complaint: ********
  
  I am rejecting this response because: the building is still leaking and I refuse to pay for the piece of crap you built! So come get it! 
  
  Sincerely,
  
  ****** ********

• Initial Complaint

  Date:05/29/2024

  Type:Customer Service Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On Sunday, May 18, 2024, I ordered a shed from STIR MOR selling agent was ****** ********* in Perry, Florida. Deposit check in amount of $2,157.80 was given that day , payable to STOR MOR , and cashed by STOR MOR. On May 23, building was delivered, and was too big to fit down largest access point, I voiced my concern. The driver proceeded anyway, and broke the window of the hose, tore the trim and ripped the house siding,. The shed was taken away that day by the driver back to a STOR MOR lot. On Sunday, May 26, 2024, a cancellation form was created by ****** *********, and sent to STOR MOR, via email, seeking return of my deposit of $2,157.80 from STOR MOR, as the check was paid to them. In interest of getting my deposit back quickly, I am going to pay the house repairs out of my pocket and I am not even seeking.that money here - In fact, I ordered new window for installation today, May 28, 2024). STOR MOR and it’s selling agent ****** ********* has failed and/or refused to respond to my written inquiry today as to whether they are refunding my deposit monies, I have no shed, no deposit monies ($2,157.80) and a broken window and damaged siding. I am merely seeking the return of my deposit, immediately. Thank you.

  

  Business Response

  Date: 05/29/2024

  Upon receiving this complaint, we promptly checked with the customer service representative who spoke with *** ***** and learned that he has been informed of the next steps regarding the refund of the payment to Stor-Mor. *** ***** was satisfied with the resolution to this issue. 

  Customer Answer

  Date: 05/30/2024

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

  Yesterday, May 29, 2024,  I did have a very cordial conversation with ***** from STOR MOR and she indicated the refund check would “ probably go out this week”. 

  However, time has taught me that actions speak better than words. You can assure the business STOR MOR that when I receive the refund check, I will deposit it immediately and when the funds clear, I will immediately dismiss this complaint.
  

  Alternatively, for a faster resolution , if they want to wire transfer me the money to my bank today or tomorrow Friday, I will pay the cost that STOR MOR will incur of $30 for the outgoing wire transfer from their bank. I believe that this is a generous offer from me, and will a wire transfer resolve this matter very quickly, as in today or tomorrow. 
  

  In any event, when I receive the refund funds,  not merely a promise of the refund funds being sent, I will immediately dismiss this complaint. 
  

  Thank you for your courtesy. 
  
  Sincerely,
  
  **** *****

• Initial Complaint

  Date:03/25/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I finally got my building from stor-mor an couldn’t ask for better assistance to the guys that set it up but the whole door frame of the building is warped an I can’t lock the door so it was assembled wrong an they over charged me to begin with

  

  Business Response

  Date: 03/25/2024

  This is the first indication from the customer of an issue with the door of the building. In the signed document attached, it was noted upon delivery that the barrel bolts were working properly and the door was tight when engaged. We ask that the customer submit a repair request via our website ************************************* to begin the repair process in order to fix the issue. 

• Initial Complaint

  Date:03/18/2024

  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.

  March of 2023 I purchased a 12X26 ft building from the Tuscaloosa ** **** *** lot, but it wasn’t until a couple of months later I realized the building was only 11 X26 ft. So I contacted the office and asked for an explanation but got no answer. I went to the lot and one of the employees helped me measure buildings and realized all the buildings measured right except for the ones that were supposed to be 12 X26 or less. Then the employee gave me the number for a Stor Mor rep who listened to my complaint and said he would have someone come out and measure my building but weeks went by and no one showed up. Then he said he would take it to the morning meeting and another month went by with no response. In the meantime I’m still making payments on a building I didn’t order. So I finally texted him and expressed how disappointed I was in the way he was handling the situation and I needed to talk with someone else and still got no response. I made another trip to the office and had an employee give me a quote on a building like mine and one 11fX26ft wide which he said they didn’t do odd numbers so he did 10X26 which made it a couple thousand less than the 12X26 ft building and the 12X26ft a lot cheaper than the one I purchased. I texted the rep this information and told him I needed to hear from someone ASAP. I then got a call from another Representative who told me if his builders made a mistake he would fix or make things right. He asked me to take pictures of my building measurements from corner to corner and text them to him which I did and I am still waiting for a response. Had I known I couldn’t get a 12 ft wide building I would’ve considered getting something bigger instead of loosing valuable space that’s needed on the inside.

  

  Business Response

  Date: 03/18/2024

  *****,
  
  We understand your concerns here. Due to hauling restrictions, our 12' and 16' wide buildings are measured eave to eave rather than wall to wall in all states aside from Texas deliveries. This information is stated on our brochure and our website. We will ensure that a representative reaches out to you to help explain this further. 

  Customer Answer

  Date: 03/21/2024

  
  Complaint: ********
  
  I am rejecting this response because: I have measured this building from eve to eve several times and there is no possible way to get a 12ft wide measurement on this  building. Had you sent someone out to measure this building like you promised we would not be discussing measurements but how to fix the mistake and make things right with the costumer. The fact that I’ve been reaching out to you all through text, phone conversation and voicemail for close to ten months now and no one has come out to measure my building is pure negligence on your behalf. 
  Sincerely,
  
  ***** ******** **

• Initial Complaint

  Date:02/01/2024

  Type:Order 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 building from a guy named ****** who said he worked for a company called crossroad buildings. He told me that I would be buying a tiny home and that the “tiny home” would be built up to code, dependent on my location. They delivered an oversized shed, not a tiny home and also it’s not even habitable, like promised. Stor Mor clearly states on their website that the buildings are not habitable, yet the man who sold the building stated otherwise. Not only did they promise one thing and delivered a totally different item, but they did not install it properly. The driver did not level the building as he should and therefore part of the building is not even on blocks and just free standing in the air. I contacted them to pick up the building less than a month after buying it. I didn’t even sign paperwork for this building. They ended up sending my information to various companies. I did not buy it from stor mor, I was told I was buying it from someone else. They are picking it up, I am returning the product therefore I except a refund for the product. I feel ripped off and this seems fraudulent to claim you are one business yet you’re going buy various other business names. Product returned, I should be received a refund. Period.

  

  Business Response

  Date: 02/01/2024

  ****** ******y works at Crossroads Portable Buildings, an independent contractor that sells Stor-Mor Portable Buildings. As stated by the customer in this message, Stor-Mor does not promote living in the buildings we construct. The building that was delivered meets the description that was described in the signed invoice between the customer and Stor-Mor Portable Buildings. The customer’s information was not sent to “various companies.” Upon purchase of the building, the customer entered into a legal agreement with ********* ******* *********** to rent to own the building. This agreement was signed by the customer. Signed documents, evidence of a legal agreement, are attached. Stor-Mor’s cancellation and return policy are explained in these documents. Please read over this portion of the documents and understand that this situation does not qualify for a refund. It has been noted by our Sales Representative that a voluntary pick up request has been made by the customer.

  Customer Answer

  Date: 02/02/2024

  
  Complaint: ********
  
  I am rejecting this response because:
  We have only had possession of said building for less than 1 month, we did not receive any paperwork amd were only sent a link for a signature with no additional paperwork. The sales rep ******, made promises that the SHED was in fact livable and habitable and built to code for where it would reside. The driver also did not properly level nor did he set it up correctly and multiple foundations are leaning and not even touching the skids underneath the house. Because the merchant refuses to refund me and refuses to pick up the shed from my property in a timely manner I will be charging the merchant a $100 / day lot rent fee  to be collected and made available to myself.
  Sincerely,
  
  ******* ******

  

  Business Response

  Date: 02/07/2024

  Customer was sent their invoice and rent to own agreement, which they signed before completing the sale. Documents were sent to customer at the email provided at the time of sale, which is *****************************. In addition, the customer signed another document at time of delivery indicating they were satisfied with the building. Document is attached. The Certificate of Delivery specifically indicates the building was level at time of delivery. It is noted that the customer has requested a pick up of the building through their rent to own company, ********* ******* ************ This is the company that the customer entered into their rent to own agreement with. Again, in accordance with the signed invoice and agreement, customer does not qualify for a refund. 

  Customer Answer

  Date: 02/10/2024

  Please review attached document for our proper response. I did not sign paperwork, see info on attachment. PLEASE REVIEW ATTACHMENTS IN FULL. Please notify me if merchant will be refunding the remainder of down payment or if they will be paying lot rent and how they will be paying for damages that occured on 2-09-2024

• Initial Complaint

  Date:06/06/2023

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We bought 3 sheds (12x24 and two 16x32) total around $50K. Two of the sheds were fine but one 16x32 had a toxic chemical smell from the ceiling/roof. From delivery onward, the smell was enough to choke you. We tried to air it out for weeks at a time. The building has been unusable due to the smell. After just a few minutes inside it is intolerable. After more than 2 months we were told that this issue has been reported before and we just got one of the few that are effected and it was not covered by warranty, directed back to the dealer with whom we are trying to work with.

  

  Business Response

  Date: 06/06/2023

  We wish to resolve any issues *** ******* is having with Stor-Mor, however we will need more information to do so. In our system, we are able to see one building in **** ********* name that was delivered to an address outside of the state in which *** ******* lists here in his complaint. In addition, the building in *** *******'s name is not the size stated in the complaint. When using the email address and phone number *** ******* provided in his complaint, there were no associated orders. Please confirm the building serial number of the order in *** *******'s name in order for us to look into this complaint further to resolve the issue. If the order was not made in *** *******'s name, we will be unable to share information regarding that order.

  Customer Answer

  Date: 06/08/2023

  
  Complaint: ********
  
  I am rejecting this response because:
  I’m not rejecting the response but the only other selection was to accept and I didn’t want to check that because I was concerned the issue would be considered settled.  I appreciate the response from Stor-Mor.  I have attached the info sheet from the particular building.  The delivery address was *** **** ****** *** ********** ** ******  The cabin type was 16x32 Center Cabin Z1.  The work order # was *************************  The 3 sheds I mentioned were shared with our family *******) and purchased at the same time.  The other 2 are fine.  This particular building is under Proctor, see attached.  Again, I appreciate the response.
  Sincerely,
   Gary Proctor

  

  Business Response

  Date: 07/05/2023

  Thank you for providing the additional information. We were able to locate your order. We also see there is a Repair Request out for this building. Please know that our Corporate Repair Team is examining this issue and will get back to you as soon as possible. 

  Customer Answer

  Date: 07/11/2023

  
  Complaint: ********
  
  I am rejecting this response because:  I do not want to reject the response but there was no other option to only acknowledge.  Yes there is a work order in that we have worked through the local dealer.  We are awaiting for a scheduled repair date.  Thank you.
  
  Sincerely,
  
  **** *******

  

  Business Response

  Date: 07/18/2023

  Thank you for your patience as we move this request through our system. The next step will be hearing from the local repairman at the shop. He will be reaching out to you directly. 

  Customer Answer

  Date: 07/20/2023

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********* and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  **** *******

  
  

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• Initial Complaint

  Date:12/14/2022

  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.

  Paid deposit then the day it was do I woke up to build being jacked up they stated they never received deposit yet built and delivered building now they have my money and building and refuse to return either the building or money during pick up driver broke a light a threw it hitting my 800$ pregnant boa encloser resulting in her escape and still has not been located this pregnant boa would of had 17 to 20 babies averaging 800 to 1500 a snake and refuse to give me their business insurance information to file a claim on that and ignore emails calls ect

  

  Business Response

  Date: 12/14/2022

  Customer is requesting a refund, however customer has already disputed the credit card charge with their credit card company for a fraudulent charge and the dispute was approved by the company. This action resulted in no amount of money being collected by Stor-Mor from this customer. With the customer disputing the credit card charge and not answering phone calls from Stor-Mor or the rent to own company for payment, the appropriate decision to pick up the building was made. The driver that arrived to pick up the building was kind enough to go above and beyond their duties and assist the customer with removing their belongings from the building before it was repossessed. We stand behind our decision. Again, a refund will not be issued as payment was not collected. 

  Customer Answer

  Date: 12/16/2022

  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.
  
  ******** ******* ** *** *** *** *** ********* **** **** *********** ****** ******* **** ***** I find I funny how it we never got the deposit the next it the fund were reported as fraud failed to give drivers information and their business information to file a claim but Noone want to talk about my potentially dead breeder boa her tank my light ect regardless of what kind of animal it is animal cruelty is a felony and with her being pregnant with atleast 15 babies thats 16 counts of animal cruelty the amount of money that is now considered stolen is a felony 
  That's fine I now have drivers addresses dot numbers full name ect just waiting  on email from dot for.  Insurance information 
  Never got a call email ect this company have broken multiple customer laws I've read every complaint I am not the first  but I'll be the last this company needs to have every license and permit  pulled and no longer be allowed to operate cause I mean. Just can't make this stuff up oh he reported  fraud on something he was making a tiny home out of just to end up homeless and gonna have to sell a horse to buy one oh please the company refused to take responsibility on their mess up that's how unprofessional they are cause now I've been scammed  stormor and heartland just out here being allowed to scam people out of thousands of dollars and false advertise their business purposes oh and then tell you they'll refund you if they can have the building  just to take money and building so I made a deposit on air to live in
  
  ******* *******

  

  Business Response

  Date: 01/03/2023

  See attachment for proof of customer's dispute. Please be sure to black out all account, business, and personal information on all documents before posting publicly. Customer will not be receiving a refund, as customer claimed funds were fraudulent with their financial institution. Stor-Mor then received a dispute notification from the merchant. After claiming the charge was fraudulent, Stor-Mor reached out to customer on several occasions to resolve the issue yet was unsuccessful. With the down payment of the unit not being received, the unit was repossessed. See contract attached. Essentially, the unit was never paid for nor was the customer willing to make arrangements for payment. The rightful decision to reposes the property was made. There is no indication in any of our documents that an animal was harmed. 

  Customer Answer

  Date: 01/06/2023

  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.
  
  ******** ******* ** *** *** *** *** ********* **** **** *********** ****** ******* **** *****  

   

  the business did not call and I tried to work something out but was not paying a double down. Payment and was told fine we will just take the building and issue a refund once the deposit is received and it has been received the bank stopped the charge and I was unaware of everything until it was being repossessed and the business has failed to provide proper insurance information to file a claim for the animal that was killed and property damages  I'm am tired if these games they know they are in the wrong they block you o. Social media and ignor and block emails so who is really in the wrong the company that has scammed us out our building and money

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