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:03/05/2024

  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.

  On October 26, 2023, I made a down payment of $2,500.00 per request by dealer ********************************* towards the purchase of one of your pre-owned portable buildings. I paid a total $10,500.00 cash for the building. It was delivered on December 04, 2023. This purchase was made with my ************* I purchased it from the *********, ** Lot where ********************************* was my Dealer. Her phone number is **************. She told me the building would be cleaned up and fixed before delivery. She did not tell the building had been used as an Animal Kennel. There is a foul odor and multiple stains from animal urine and f**** due to previous owners and the door will not stay closed. I have tried to resolve this matter. I have gone back to ********* on multiple occasions in hopes that she would make right of this insanitary situation. She said, the building was picked up and delivered before she got a chance to clean it. She has been telling me she is coming to clean the building. So far, there has been no cleaning or sanitizing done. The odor is in the wood and the warmer the weather gets, the louder the smell gets. I was even told to contact the warranty department in which I have also done with so far, no resolution. I have not, cannot and will not use this building. To resolve this problem, I would like for the company to pick up the building and refund the $10,500.00 or to replace the floor for free or replace the building. If anything used is going to cause me this much trouble for the amount of money that I paid for it, I would rather go for a new one. Unfortunately, I am really dissatisfied with this building. I have pictures, recordings, invoices and all necessary evidence. I gave them to January 15, 2024. Still, no response.

  Business Response

  Date: 03/08/2024

  *******,
  
  We gave you a sizable $6,516.92 discount on that pre-owned building to take it as-is with no warranty. The dealer's ************ Discount Request Form dated 10-24-23 -- long before you sent your letter to Koscuisko Graceland Portable Buildings dated 12-30-23 asking the dealer to refund your purchase price or replace the floor -- states, "Customer will pay no more than $10,500 due to smell."
  
  Given that:
  
  (1) You purchased this pre-owned building at a sizable $6,516.92 discount as-is with no warranty; and
  
  (2) You were aware of the condition and smell of this pre-owned building before you bought it and used the condition and smell of it to obtain a sizable $6,516.92 discount before we went to the considerable trouble and expense of cleaning it out, delivering, and installing it on your property,
  
  we cannot replace your floor or refund your purchase price. 
  
  Sincerely,
  The Customer Complaint Response Team 

  Customer Answer

  Date: 03/13/2024

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

   Complaint: 21391355

  I am rejecting this response because: I was told that the building would be cleaned before delivery which it was not and no where on my paperwork, which I also have record of, does it state that I am paying $10,500 due to a smell. I waited until 12-23-2023 because after talking with ********* 3-4 times about the dissatisfaction, she said that she would even come clean the building at my address but she never showed. After she never showed or tried to make right of this situation that is when I wrote the letter. This is unacceptable and so are the lies that they are telling. I have even been to the Graceland plant in ************* and they are all telling lies and sticking together. Even if I do not get a refund, ********* should have kept her word on at least cleaning the building since she accepted my cash money. My daughter ( *********************) bought a building from there pre-owned and it had a hole in the floor when she first looked at it, they told her that the hole would be fixed before delivery and indeed it was.  So do not tell me nothing about as-is and pre-owned when I know what ********* told me,     

  Regards,

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

  Business Response

  Date: 03/19/2024

  *******, 
  
  We gave you a sizable $6,516.92 discount to purchase the building as-is without a warranty. You accepted this discount with no-warranty-terms and completed the purchase. 
  
  We have pictures of the cleanout we did of the building you purchased before it left our dealer's lot so there is no question that it was cleaned out. The sanitizing of the building was not part of the cleanout due to lack of access to water on the lot. The dealer made you aware of this fact. If the building was not cleaned to your satisfaction as you suggest, you had the opportunity to reject the building at the time of delivery. You chose to accept it. 
  
  Regarding sanitizing your floor, we recommend you consider doing either of the following: 
  
  (1) Hire a cleaning company to sanitize the floor for you; or 
  
  (2) Clean the floor yourself using bleach water in a sprayer or Odoban Deodorizer / Disinfectant. 
  
  Either option is relatively inexpensive. 
  
  Out of a matter of voluntary kindness and goodwill to you, we are willing to give you a $200 **** gift card toward either of the above options if you agree to accept that there is no warranty coverage on your pre-owned building and let this matter be closed. 
  
  If you would like to take us up on this offer, please call us at 888-GRACE-04 and we will make it happen. 
  
  We hope to hear from you soon. 
  
  Sincerely,
  The Customer Complaint Response Team