Complaints

This profile includes complaints for TOL Buildings Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  TOL Buildings Inc.

  830 Fowler Rd Mount Airy, NC 27030-2750

  
• 

  TOL Buildings Inc.

  2770 Fancy Gap Rd Mount Airy, NC 27030

  

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:04/16/2025

  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.

  At the ending of 2024 my wife and I decided that we needed more storage for our home. We decided to goto C and K sheds in ******** ********. We saw a metal building in the lot that we thought would work for us.While inquiring we did much research on metal buildings. We purchased a 24x25 metal garage for just under ***** dollars. Before putting the deposit with C and K sheds. We asked if they had successfully put up garages this size with proper permitting in my township. I was told yes. After putting down my deposit of about 1500$ I was told that someone from TOL buildings would be in touch with me immediately. After weeks of waiting for someone to call from TOL buildings I reach out to CK sheds to see what was the hold up and they said they would have someone reach out immediately. After some time a woman with a heavy accent reached out and asked me when they can schedule the install team to come out. I asked about engineered plans to submit to the town for permit and was sent a 3d picture of my proposed garage. Not plans but a picture. After a week of back and forth between this woman I decided to try and submit for permit with the picture. Obviously this did not work. I then waited 6-7 weeks for someone to send me a set of plansonly they were stamped in 2021. In order to file a permit in my township the plans must have been stamped within last 2 years I have been reaching out to get an updated set of plans with no luck. I have asked for a refund on my deposit and the response was Deposits are non refundable after 3 days.

  Customer Answer

  Date: 04/27/2025

  I have heard from the business in response to my complaint, however there has still been no progress in my project and I have requested a refund for my deposit. They have since stopped responding again.

  
  

  

  Business Response

  Date: 05/01/2025

  Mr. ******, As of Wednesday April 30th, our permit department reached out to you to give you the update on your order. We are waiting on engineers to have the plans ready for us to erect your building. I do apologize for the frustration that this delay is causing. Please feel free to contact our permit department if you have any questions at ************.

   

  Customer Answer

  Date: 05/01/2025

   I am rejecting this response because:
  
  I have requested a refund due to the turn around time of the engineering plans. It has been almost 5 months and I do not want to wait any longer for the product I already paid for. I have made this very clear and now the company is ignoring my calls and only calling my wife

  

  Business Response

  Date: 05/01/2025

  Mr. ******* I will ask for the dealer to refund your deposit as you desire and we will CANCEL the order you placed with us. 

  Customer Answer

  Date: 05/02/2025

   I am rejecting this response because:
  
  I was now told that til does not want to refund my deposit

• Initial Complaint

  Date:03/30/2025

  Type:Customer Service 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.

  The building was rated to support 55ppsi. When I contacted the company and discussed bent and twisted supports on 2/17, she accepted responsibility and was going to schedule a service call and repair. Now that the building roof collapsed due to the compromised supports, she said her "superiors" will not accept responsibility.

  Customer Answer

  Date: 03/31/2025

  8/28/20 purchased 24x26x9 green and tan 14ga metal building w 55 psf/120 mph certification for $7196 11/20- installed in ******, ** ***** 2/8/2025- emailed ****** indicating twisted supports and sent pictures. 2/10/2025-provided ****** with order information 2/11/2025- I called- no option to leave a message 2/12/2025-I followed up asking for a phone call 2/15/2025- I followed up asking for a call 2/17/2025-spoke with ****** on phone. She will set up a service call to get supports replaced and add additional supports. She asked for any additional pictures if I had them. I asked to hold off for 1 week to schedule so I can get more pictures and make sure there was no more damage. 2/21/2025- emailed ****** with pictures of roof collapse. 2/27/2025-spoke with **** and gave him summary of issue, saying not response from ******. 3/3- Spoke with **** again. 3/4- email rec'd from ****** saying she is still revising building and gathering all the info to see what the next step once she gets and answer from her superior she will inform me. 3/5- emailed ****** thanking for update. 3/12- emailed ****** asking for update 3/24- called and spoke with *******. He said ****** is out to lunch but he will give her my message. I asked who the Superior was and he did not know. 3/25- at 11:30am- spoke with ******. She said that she spoke to her Superior and they said they can't do anything because of the roof damage. When I initially contacted and spoke with her, responsibility was accepted by TOL and they were going to make repairs. Due to the fact the supports were compromised, the roof collapsed. I asked for her superiors' names and she would not share this information. I let her know I would email her pictures of the roof shoveling and dates it was shoveled showing we did not neglect to maintain it even though it was compromised. 3/25- followed up with email pics and summary of our conversation. I have since followed up with email or call each day with no response

  

  Business Response

  Date: 04/01/2025

  Mrs. ****** TOL was willing to change the supports on the structure when it was still standing. TOL reviewed the pictures you provided, unfortunately, due to the excessive amount of snow accumulation in your area this year. *** has decided that we are not liable for the building to collapse. Since the accumulation of snow surpassed the certification of 55psf. 

  Customer Answer

  Date: 04/01/2025

   I am rejecting this response because the supports were compromised (which TOL took responsibility for), and thats why the building collapsed. The roof was shoveled off 3 times (once after each snow fall), and at no time was the snow load more than the rated amount. There was one week between the supports twisting and the collapse of the building and TOL would have never been able to replace them in that time frame. 
  
  
  

  Customer Answer

  Date: 04/01/2025

  In addition to my conversation with ****** on 2/17 when she accepted responsibility on behalf of *** and was going to set up a service call to have the supports replaced, the response from TOL on the BBB website also indicates they accepted responsibility. Once the damage exceeded just twisted and buckled supports they wanted to have nothing to do with it. *** clearly accepted liability and responsibility both on the phone as well as via their response on the website and email. ( see attached screen shots) 

  

  Business Response

  Date: 04/02/2025

  Mrs ****** Yes, TOL was willing to charge the supports as a courtesy to you. As this building was a 5 years old and the warranties had already expired. 

  Customer Answer

  Date: 04/02/2025

   I am rejecting this response because:
  It clearly states on their website that the building has a 20 year warranty against snow and wind loads when maintained correctly. We maintained it correctly by shoveling it off after each snow and this was provided to them with pictures and dates. Not once was it mentioned that they were going to replace and provide additional support braces as a courtesy
  
  

  

  Business Response

  Date: 04/25/2025

  Mrs. ***** unfortunately  there is nothing TOL can do since the building is out of warranties and the snow that was on the building is more than what the certification of the building would with hold. 

   

• Initial Complaint

  Date:03/27/2025

  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.

  My complaint regards the substandard installation and inadequate repair of a 48x21 Hercules Barn from ********* of Upstate, manufactured by TOL Buildings. The barn, which cost $11,403.00, was installed around March 26, 2024, but the initial work was hurried and unprofessional. The installers left debris behind, and a next-day inspection revealed significant problems: daylight showing through numerous roof panels (indicating improper installation) and water leaks around the windows and ridge cap (suggesting sealing failures). Butyl tape was left on the ground. After contacting Graceland, who then contacted TOL, a repair crew arrived on May 2, 2024. While they added roof panels, the leaks persisted. Furthermore, the crew left before we could inspect their work. The attempted repair has made the leaking worse, rendering the barn unusable as intended. The ridge cap appears to be the wrong size, and the roof panels don't overlap correctly. The absence of sealant during installation and repair is a major oversight, and TOL was rude, stating that sealing wasn't included in the price and that they would only return if we paid them. The lady hung up before I could say that we didn't pay for a leaky building that continues to leak heavily around the windows and ridge cap. Despite numerous attempts by us and Graceland of the Upstate to contact TOL from their last visit to now (with emails as proof), they haven't responded. We demand immediate action to fix these issues, including a thorough roof inspection, replacement of the improperly sized ridge cap, proper sealing of all potential leak points, and verification of the repairs' effectiveness. As a former SC building inspector, now code enforcement, I attest the structure is substandard. I also found no contractors license on file in SC for ********************** or for the installation crew they sent, which may explain why they insisted we obtain our own permit as the owner-builder. I will be speaking with ***** regarding that.

  

  Business Response

  Date: 03/27/2025

  ********************* from our service department will reach out to you to resolve this issue. I do apologize for this. 

  Customer Answer

  Date: 03/27/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and I accept it.

  Since many efforts have already been made with no resolution, I am reluctant to accept this response. However, I do believe good people still exist, and in giving chances. All we want is for our building to be fixed so we can use it as we intended without it leaking. 

  Customer Answer

  Date: 04/03/2025

   I am rejecting this response because:  

  It has been one week today since I answered a response from TOL Buildings regarding my complaint. I have not heard anything from them since I answered their response saying they would contact me and repair my building. While I am a patient and understanding person, I dont believe they intend to do anything. Especially not after the way they talked to me before by phone. All we want is for the building to be right and not leak. We purchased it to use for storage of our farm equipment and collector cars. We cant afford to put them in the building with it leaking like it does. Moisture will ruin them. 

  Please let me know if they had a certain time to get back with me or not. 

  Thanks,

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

  
  
  
  
  
  

  

  Business Response

  Date: 04/29/2025

  Mrs. ******* we have done several attempts to reach out you both by phone and by email. It seems like your phone is also your work phone. TOL has left several voice messages. If you can email back to the email sent or call us back at your earliest convince. 

  Customer Answer

  Date: 04/30/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and I accept it.

  I have responded on 4/30/2025, to ***************************************************** with the following, it is up to them to do the right thing. 

  Thank you for reaching out. We agree that the ridge cap foam may be a viable solution, as it appears it was not initially installed. However, while this may address the leaking ridge cap, it will not resolve the leak around the window or where the lean-tos connect to the center part of the building.
  We would appreciate your guidance on how these additional issues can be addressed. We are not trying to be difficult; rather, we invested significantly in this building, and it is not functioning as intended due to what we believe to be substandard installation.
  We have been patient in seeking a resolution amicably, and we were encouraged by your previous acknowledgment through the BBB that you wanted to resolve these issues. However, waiting a couple of months without contact is concerning and not indicative of good business practice.
  I received a voicemail yesterday indicating that someone from TOL attempted to reach me. My work and cell phone numbers are listed, and I strive to return calls promptly. I did return the call yesterday, but I have yet to receive a response. Additionally, I found an email from the day before yesterday in my spam folder.
  In good faith, we are accepting the offer to repair the roof and address the other leaks promptly this time. Should this not occur, we will consider taking further action.
  Thank you for your attention to this matter. I look forward to your prompt response.
  Best regards,
  Sincerely, ****** Chapman 

   

• Initial Complaint

  Date:03/20/2025

  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.

  Had building installed in June 2023 with certification of 115/65psf, snow caused what appears to be a shift in the structure bending several struts and a shfti the roof, pictues attached. I have called and left messages, I have email both sales and customer service, I faxed documention and left messages on ******** messenger. This company will not reply to any forms of communications. As they a multi-state company if would appear to be a quessing game to contact them, but for *** and every location the phone number and email adresses are the same. I need this fixed, if not by the company someone that is licensed to handle their sturctual problems. My insurance company will take no action until I have made contact with *** should I live long enough. No customer service.

  Customer Answer

  Date: 03/31/2025

  I have not heard from the business in response to my complaint. Repeated attempts to contact the business have been a negative response from them. It is apparent they do not feel obligated to provide professional customer service to their customers. I am at a loss to understand why they would not to my inquiry. It is my hope that the BBB will continue to pursue this issue as according to theri website the are a member of the BBB and should be held accountable. 

  

  Business Response

  Date: 04/28/2025

   

   

  Mr. ********, 

   TOL will go back out and replace the braces of your building. I apologize for this mishandle of your claim. Someone from our service department will be contacting you this week. You can also reach out to that department at ************.

   

  ***** ******
  TOL Buildings, Inc
  *********************, 
  Mt Airy NC 27030
  ************* (direct line)
  ***************************************************************************************

  Customer Answer

  Date: 04/28/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and I accept it. They called me today and stated they would be in contact to set up a date to do the repairs. I appreciate the part BBB played in resolving this and want to thank you for your professional standards and efforts. 

• Initial Complaint

  Date:03/05/2025

  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 ordered a metal building on 9/20/24. I was told it would be installed in 4-6 weeks. I never heard from the company and had made numerous attempts to contact them. They finally installed the building late January 2025. The roller door gets caught and unable to open it completely. I contacted the company and I did receive a response asking me to send a video/pictures of it. They also gave me the service number to contact. This was sent via text as they requested. A few days later I did get a call that said I would be contacted by scheduling in a week. Its been over a month and I have heard nothing. I have tried calling and left messages numerous times. I would like my roller door fixed or a partial refund to get someone else to correct the issue.

  

  Business Response

  Date: 03/06/2025

  Good morning, as of yesterday you were contacted by our office with an update for the service pending on your building. You OK'd this update. If you have any further questions please feel free to contact us at ************.

  Customer Answer

  Date: 03/06/2025

   I am rejecting this response because:
  
  I still havent been scheduled for a resolution. I finally hear from someone after a month of calling and still dont have anyone coming to fix my door. Im not sure why someone couldnt have schedule me when they called last night. It will be another couple of months before I hear back Im sure. 
  
  

• Initial Complaint

  Date:02/05/2025

  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.

  TOL Builders do not respond to collapse of carport structure despite numerous attempts to get service for replacement under warranty!Building was supposed to be rated 105/65 wind/snow, but it did not hold up as stated. It ruined our pontoon boat and 3 snowmobiles parked underneath too. How do I get them to respond?

  Customer Answer

  Date: 02/05/2025

  This was ordered in June ********************* December 2021 after numerous calls by me.

  

  Business Response

  Date: 02/05/2025

  ** and **s. ********, Per our Contract TOL is not responsible for any damage due to inclement weather. Our certification 105mph/65psf is for live snow. The warranty for the frame is 20 year on rust only. Any further questions please direct them to our service department ************. 

• Initial Complaint

  Date:11/09/2024

  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 30x40 by 12 feet high garage in the fall of 2023 and it was to be installed. On January 7th 2024 they constructed my garage. They showed up with a truck that was uncovered and full of salt on all the metals. Once the garage was installed I noticed there was rusting starting to happen on the base rail which was the first thing they installed. Looks like it was defective material. I proceeded to call TOL and dealing with my dealer I got no response I was told I must have done something. They said they would come back out and fix the rusting but when the crew showed back up they looked at it and said I have been building these garages for 15 years and never seen rust like that after less than one year of being up. All they wanted to do was spray paint over the rust and call it good, I said no way and wanted it replaced. Once I told them I want to have the whole garage replaced I stop getting responses back. Im not even looking for my money back I just want all the framing changed out and replaced.

  

  Business Response

  Date: 11/11/2024

  Mr. *********** Please be patient while I take a look at all the notes and will get back to this resolution. 

  Customer Answer

  Date: 11/11/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and I accept it.

• Initial Complaint

  Date:06/05/2024

  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 24'x25' garage from TOL Buildings which was erected around the of end ***** of this year. The windows were to be evenly spaced, but 1 window in the back was 2 1/2 feet off where it was suppose to be. I brought the problem to the attention of the dealer, Sheds Direct of ********* where I originally ordered the garage. They informed TOL Buildings who actually sold and erected the garage. They contacted me around May 1st and agreed to refund $300 or fix the problem. I opted for the refund. I was suppose to get a check from them by the end of May. It's now early June and they have yet to send the refund or fix the problem.

  

  Business Response

  Date: 07/17/2024

  According to our accounting office, check was sent out to customer on June 3th, 2024.  ************ if you have any questions regarding this matter feel free to reach out to us ************.

• Initial Complaint

  Date:07/26/2023

  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.

  My building was completed with the incorrect color garage door in May. I have talked to the company several times. Debbie is the name of the lady that setup the service. She has stated that the owner of the business told her that he would replace the door. I think his name is Fernando. As of today, I still have a yellow door. I made a comment about this concern the day the building was complete in writing and by phone call.

  

  Business Response

  Date: 07/26/2023

  TOL has been in contact with customer several times. TOL confirm with pictures over text messages and over call the color that customer wanted on door. TOL took want the customer confirm and ordered. Customer did not like the color of door. TOL is willing to go and replace door at customer expensive since TOL is not at foult. 

  Customer Answer

  Date: 07/26/2023

   I am rejecting this response because: what is the name of the business that is at fault. Why was Mrs. Debbie told by the owner that it would be replaced. Who can verify my color options that were presented to me after I said I did not want Ivory?
  
  
  

  Customer Answer

  Date: 07/26/2023

  Here is proof of the color I requested.

  Customer Answer

  Date: 07/27/2023

  Can we get a response from them regarding my last attachment 

• Initial Complaint

  Date:07/12/2023

  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.

  Paid $4524.20 03/01/2023 and $16908.31 04/14/2023. Purchased a 24'x40'10' metal garage with 12'x40'x8' lean-to in clay colored side wall panels and burnished slate colored roof. Job started and stopped; 04/12/2023-04/14/2023. Issues: 1-Bowing and gaps in trim pieces 2-Lean-to wall and anchors are propped up on bricks/pavers that they removed from my landscaping without permission. 3-Fascia on lean-to pieced together and bowing with gaps. 4-Poor cuts with gaps on wall panels around truss supports. 5-Trash and screws and jagged pieces of metal paneling left all over gravel driveway. 6-Busted newly poured concrete in several spots 7-Poor cuts with gaps along wall above lean-to. 8-Door into garage doesn't shut properly and poorly hung 9-(Noticed color difference 04/24/2023 emailed and texted pictures) The entire roof is not the burnished slate color I ordered. (Roof on my home garage adjoins to is burnished slate. A month prior to build, 03/02/2023, JW R****** Project Manager, texted me pictures of burnished slate colored building they just constructed, and those pictures do not match the color that was put on my garage.) 04/15/2023 Contacted JW R***** and William via email with pictures and descriptions. 04/17/2023 JW R***** emailed back and said getting in touch with repair department. Spoke with Sarah in repair department several time during the week of 04/17/2023 about a resolution until she stopped taking my calls. 04/24/2023 Spoke with JW about Sarah not taking my calls. 04/25/2023 JW emailed me new contact Alisha to resolve my issues. Talked to Alisha several times during week of 04/27/2023-05/01/2023. She asked for more pictures of roof and sent via email 6 more pictures of roof from different angles. After Alisha stopped taking my calls. 05/01/2023 Talked to JW and had me call Yessar to resolve my issues. 05/01/2023-05/04/2023 Spoke with Yessar several times and gave me the run around about the issues. Estimate to repair $8500

  

  Business Response

  Date: 06/14/2023

  ****
  
  We are sorry for all the trouble you have gone through with your building project. You originally approached us back in 2021 about a tubular steel building. You reconnected this year with JW R****** a salesperson for our company, and purchased a 24x40x10 steel building with a lean-to. Our company, ****** ***** * ********* ********* is a dealer for these steel buildings. We serve as the sales arm and market and sell these steel buildings, of which our respective manufacturers then work to fabricate, schedule, and install the building. TOL buildings was set to install your building out of their Youngstown, Ohio plant. They came, installed the building, and left with your signature on our “Happy Sheet”, which is where the customer and installer both sign stating that the project has been completed and the customer is happy with the end result.
  
  Nearly a week after completion of the project, you did address some concerns of damages to the trim and fascia of the building with JW R***** and our company. We passed the pictures off to the service department at TOL Buildings to get a repair request submitted. The service request was submitted and we were simply waiting to get a scheduled date. Ten days later, you brought up the difference in the colors of the roof on your house and newly installed garage. JW R***** also submitted these pictures to TOL Buildings. Upon examination, they determined this was in fact their burnished slate color that was installed on the roof. From the pictures, it does in fact appear to be somewhat lighter than the existing sheet metal on your house; however, as with any color, there are various shades of a color. It is possible the paint manufacturer for TOL Buildings is different from whoever installed the roof on your home.
  
  In response to this conclusion, you demanded $8,500.00 from TOL Buildings so you could pay someone locally to tear down and reinstall the same sheet metal that is on the roof of your house. They declined this option, told you they installed the proper roof color and would be unable to do anything with that, but did offer to repair the other damages to the trim and fascia of your building. Your response to this was a threat to file a lawsuit, as you were unhappy with the provided solution.
  
  As the dealer and sales arm of the building, we no longer have any control over this matter. We have been a consistent go-between to relay information between you and TOL Buildings, but the issue with your building is entirely related to their manufacturing and installation process. This issue has nothing to do with our responsibility of selling you the building, but has everything to do with the manufacturing and installation of the building, which was handled by TOL Buildings. We are very sorry for the trouble you have gone through, but suggest you reach out directly to TOL Buildings, as the disagreement lies between you and them.

  Customer Answer

  Date: 06/20/2023

  ---------- Forwarded message ---------
  
  
  Complaint Number # ********
  
  My response to ****** ***** response to my complaint towards the garage installation.
  
  
  I reconnected with JW, Vice President Business Operations, back in late February of this year. Since my first conversation with JW, I was led to believe that ****** ***** would be doing the project. Never was anything mentioned to me about a completely separate company building my garage nor have I found anything of that nature stated on ****** ***** website. 
  
  Nearly a month after my garage was installed, JW finally told how ****** ***** process works. ****** ***** states in their response to my complaint that they use respective manufacturers. TOL, the manufacturer that ****** ***** sent me, has an "F" rating with the BBB. TOL has long list of complaints stemming from poor craftsmanship and quality to a lack of resolving issues that arise from their manufacturing. ****** ***** states nothing of or about TOL on their website.
  
  ****** ***** states in their response to my complaint I addressed concerns with JW over the damages to the trims, fascia's (but failed to mention the damage to the door, side wall panels, damage to my concrete, the lean-to anchored on paver blocks taken from landscaping, and the numerous pieces of cut metal paneling, trash and dozens of screws scattered throughout my gravel driveway) nearly a week after the garage install. This is inaccurate. I notified JW and William via text and email the very next day after they finished garage install. I addressed the garage roof being the incorrect color 10 days after.
  
  I have been in and out of the hospital and dealing with some health issues and did not notice the incorrect color right away. JW knows of my situation. Check emails and text messages I sent JW for accurate dates and times.
  
  03/02/2023 JW sent me pics via text message of a building ****** ***** installed on their Urbana lot with burnished slate colored metal panels. The metal roof color they installed on my garage doesn't match. The metal on my home is burnished slate. The metal roof on my garage they installed is vastly different in color. Upon conversations I had with JW, he agreed the metal roof they installed did not look like burnished slate.
  
  Once again, the statement from ****** ***** of me "demanding" $8500 is inaccurate. During the time of my conversations with five different people from TOL that JW directed me to: William, Sarah, Alisha, Karen, Yessar, as well as JW from ****** ***** and going around in circles coming to no resolution, I got an estimate from a local contractor to repair all the damages. He came up with a cost of $8500. At this point, confidence and all trust that ****** ***** and TOL would do the repairs accurately was gone. I told JW that I did not want to take legal action due to not getting from ****** ***** what I was promised and paid for, but I felt they were forcing my hand. More so, with my medical issues, I did not need or want the extra stress of trying to resolve the garage issues for the past couple of months.
  
  In the end, I contracted ****** ***** to install a $21,432.51 garage and they did not deliver per agreed upon contract. I had no say in TOL. ****** ***** made the decision to use TOL, an "F" rated company according to the BBB.
  On Friday, June 16, 2023 at 04:34:02 PM EDT, ******** ***** <********************> wrote:
  
  
  ******** *****
  Complaint Number ********

  Customer Answer

  Date: 06/21/2023

  ---------- Forwarded message ---------
  From: 
  Date: Fri, Jun 16, 2023 at 5:19 PM
  Subject: ******** (Written response)
  To: 
  

  
  
  

  Complaint Number # ********

  
  

  My response to ****** ***** response to my complaint towards the garage installation.

  
  

  
  

  I reconnected with JW, Vice President Business Operations, back in late February of this year. Since my first conversation with JW, I was led to believe that ****** ***** would be doing the project. Never was anything mentioned to me about a completely separate company building my garage nor have I found anything of that nature stated on ****** ***** website. 

  
  

  Nearly a month after my garage was installed, JW finally told how ****** ***** process works. ****** ***** states in their response to my complaint that they use respective manufacturers. TOL, the manufacturer that ****** ***** sent me, has an "F" rating with the BBB. TOL has long list of complaints stemming from poor craftsmanship and quality to a lack of resolving issues that arise from their manufacturing. ****** ***** states nothing of or about TOL on their website.

  
  

  ****** ***** states in their response to my complaint I addressed concerns with JW over the damages to the trims, fascia's (but failed to mention the damage to the door, side wall panels, damage to my concrete, the lean-to anchored on paver blocks taken from landscaping, and the numerous pieces of cut metal paneling, trash and dozens of screws scattered throughout my gravel driveway) nearly a week after the garage install. This is inaccurate. I notified JW and William via text and email the very next day after they finished garage install. I addressed the garage roof being the incorrect color 10 days after.

  
  

  I have been in and out of the hospital and dealing with some health issues and did not notice the incorrect color right away. JW knows of my situation. Check emails and text messages I sent JW for accurate dates and times.

  
  

  03/02/2023 JW sent me pics via text message of a building ****** ***** installed on their Urbana lot with burnished slate colored metal panels. The metal roof color they installed on my garage doesn't match. The metal on my home is burnished slate. The metal roof on my garage they installed is vastly different in color. Upon conversations I had with JW, he agreed the metal roof they installed did not look like burnished slate.

  
  

  Once again, the statement from ****** ***** of me "demanding" $8500 is inaccurate. During the time of my conversations with five different people from TOL that JW directed me to: William, Sarah, Alisha, Karen, Yessar, as well as JW from ****** ***** and going around in circles coming to no resolution, I got an estimate from a local contractor to repair all the damages. He came up with a cost of $8500. At this point, confidence and all trust that ****** ***** and TOL would do the repairs accurately was gone. I told JW that I did not want to take legal action due to not getting from ****** ***** what I was promised and paid for, but I felt they were forcing my hand. More so, with my medical issues, I did not need or want the extra stress of trying to resolve the garage issues for the past couple of months.

  
  

  In the end, I contracted ****** ***** to install a $21,432.51 garage and they did not deliver per agreed upon contract. I had no say in TOL. ****** ***** made the decision to use TOL, an "F" rated company according to the BBB.

  

  Business Response

  Date: 06/26/2023

  ****
  
  No one from our staff intentionally led you to believe we would be installing the building ourselves. Our website and everything surrounding our company describes us as a “dealer” for these steel buildings. We are simply the sales arm, and consistently advertise ourselves as such. The claim that you never knew who would be installing the building is false, as you had to choose colors and sign a lengthy contract with TOL Buildings as to the terms and conditions of the installation process. The contract with several of your signatures and initials in the designated places is attached for reference.
  
  In regards to the BBB rating for TOL Buildings, they have worked very hard to rebrand themselves and do good work in light of a change of upper-level management in recent years. We have a network of fourteen manufacturers and pride ourselves on working with companies that do great work for us and our customers. TOL Buildings has consistently done great work for us, and this is one of the very few complaints we have ever received with their work. We will continue to monitor the work that TOL Buildings and our other manufacturers do for our customers in an effort to provide the highest quality service and product on the market.
  
  As stated in a previous response, TOL Buildings worked to provide a resolution to fix the damages to your structure. Your building comes with a one year workmanship warranty, within which all of the damages to your structure fall under with the exception of the roof color controversy and the use of blocks to level your lean-to, as the gravel you had in place was several inches below grade of the concrete slab of the main structure. This policy is outlined within the signed contract. TOL Buildings declined your proposed solution of an $8,500.00 settlement for a local contractor to tear down and reinstall a roof that matches the current roof on your house, as they stood by their statement that they installed the proper roof color and would be unable to do anything pertaining to that. In response, they did offer to repair the other damages to your building. Your response to this was a threat to file a lawsuit, as you were unhappy with the provided solution.
  
  As the dealer and sales arm of the building, we no longer have any control over this matter. No refunds will be given from ****** ***** * ********* *********, as the issue lies with the manufacturing side of the project, TOL Buildings. We have been a consistent go-between to relay information between you and TOL Buildings, but the issue with your building is entirely related to their manufacturing and installation process. This issue has nothing to do with our responsibility of selling you the building, but has everything to do with the manufacturing and installation of the building, which was handled by TOL Buildings. We are very sorry for the trouble you have gone through, but encourage you to reach out directly to TOL Buildings, as the disagreement lies between you and them. God bless you, and we hope your health improves!

   

  
  

  
  
  

  *****,

  
  

  Can you please add this file to our recent response this morning to *****.  Thank you so much, This file closes the case with ****** ***** being on the hook for what he is asking for.  We are the dealer, he needs to work it out with TOL and stop asking us for $8,500.  It is unfortunate but that is what it is.

  
  

  Thank you for your time, 
  

   

  
  

  

  Business Response

  Date: 06/27/2023

  From:
  Date: Mon, Jun 26, 2023 at 9:52 AM
  Subject: Complaint ID ********
  To:
  
  
  *****,
  
  Can you please add this file to our recent response this morning to *****.  Thank you so much, This file closes the case with ****** ***** being on the hook for what he is asking for.  We are the dealer, he needs to work it out with TOL and stop asking us for $8,500.  It is unfortunate but that is what it is.
  
  Thank you for your time, 
  
  --
  
  
  
  
   
  

  
  

  Customer Answer

  Date: 06/28/2023

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: ********
  

  I am rejecting this response because:

  -The issues to my garage are unresolved

  -I was misled by ****** ***** to think they were going to be responsible for garage assembly. I was never told how ****** ***** operations work.

  -As a consumer I would never pay $4524.20 to a company (****** *****) to unknowingly be sent by ****** ***** to a completely different company (TOL) with an “F” rating and a long list of complaints for the exact issues I’m going through.
  
  -I never asked ****** ***** for $8500. I have merely stated in my complaint and in conversation with JW that $8500 is the estimate for repair. I am going through BBB seeking a “refund” of $4524.20, the money I paid ****** *****. 

  Regards,

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

  Customer Answer

  Date: 07/06/2023

  Complaint # ********

  02/28/23 JW sent quote and paid $4524.20 to ****** ***** over the phone. JW then told Raegan, ****** ***** employee, would be sending via email additional paperwork to sign. Never once did JW tell me that TOL would be the labor/ installer. Never once did he state to me ****** ***** is just a dealer and does no labor/install.
  

  03/01/23 Raegan from ****** ***** sends me via email TOL manufacturing contract back dated to 02/28/23. At this point I'm thinking ****** ***** does the install/labor to which I paid the $4524.20 and TOL is where ****** ***** gets the material and has the prefabricated metal garage manufactured.
  

  Mr. O**** was never privy to any conversation I had with JW. I never once spoke with Mr. O**** prior to filing this BBB complaint. For Mr. O**** to states he knows what I think, thought, or how I perceived/interpreted conversations with JW or anyone else is dishonest. Mr. O**** states ****** ***** is just a sales arm according to their website. See attached photos of their website which indicates to me otherwise.
  Colors were chosen with JW of ****** *****, not TOL. The contract with TOL was sent by Raegan of ****** *****, not TOL. ****** *****/JW collected $4524.20 prior to any TOL contract being sent. My understanding was the $4524.20 to lock in the ****** ***** labor/install and the $16908.31 was for the material/manufacturing of the prefabricated metal garage that ****** ***** would install.
  

  The garage roof color I discussed with JW, not with Mr. O****, was to match my existing metal roof color of Burnished Slate. I expressed the importance on it matching because the garage was to butt up against the house. Never once did JW state Burnished Slate color may vary depending on where its manufactured. Never once did JW offer to come to my property to make sure metal color would match. Never once did JW state that my lean-to would be put on blocks or blocks taken from my own landscaping, nevertheless. Nor does ****** ***** website indicate that as well. Once again Mr. O**** stating that this was indicated to me is inaccurate.
  

  I'm asking for a refund of the $4524.20 I paid ****** *****. I was sent to an "F" rated company on my dime that they knew from their own admission was F-rated. The roof colors don't match and didn't try or attempt to tell me color can vary or bother to come out and make sure colors would match. I was misled through the whole process and as shown on the quote, no mention of TOL. I paid $4524.20, then I was sent from Raegan, ****** ***** employee, additional/paperwork/contract to sign. 
  

  Mr. O**** in his initial response to my complaint tried to downplay JW's position to a salesperson. According to their website, JW is Vice President Business Operation and should know how to make it clear on their process and potential color variations. JW did not.
  What did I pay ****** ***** for? Wrong roof color, poor quality craftmanship, misled/not made clear to how their process works, sent to an F-rated company on my dime without being made aware of TOL's history.
  

  
  

  

  Business Response

  Date: 07/12/2023

  We have been trying to resolve issue with customer. Customer is refusing for TOL to do any service to the building. According to contract that customer signed, section 14 TOL Is intitle to 3 tries to fix the issues or installation of building. TOL personnel has also trying having communication with customer since June 6th, 2023, with failure to contact him. We ask for Mr. ***** to please contact us at ************.

  Customer Answer

  Date: 07/18/2023

   I am rejecting this response because:
  

  #*******

  I have tried in over a dozen communications over the past few months via emails, text messages, phone conversations, and spoke with 5 different TOL employees who gave me the run round, to try and resolve these issues. TOL in those never told me what and/or they would be willing to repair any of the issues I've listed below. For TOL to say I refused is inaccurate.
  

  TOL's response, $300 compensation for $8500 worth of damage and repair. 
  

  Issues: 1-Bowing and gaps in trim pieces 2-Lean-to wall and anchors are propped up on bricks/pavers that they removed from my landscaping without permission. 3-Fascia on lean-to pieced together and bowing with gaps. 4-Poor cuts with gaps on wall panels around truss supports. 5-Trash and screws and jagged pieces of metal paneling left all over gravel driveway. 6-Busted newly poured concrete in several spots 7-Poor cuts with gaps along wall above lean-to. 8-Door into garage doesn't shut properly and poorly hung 9-(Noticed color difference 04/24/2023 emailed and texted pictures) The entire roof is not the burnished slate color I ordered.
  

  And Final issue: Ordered upgrade from 29ga metal to 26ga metal over entire garage and they installed 29ga.
  

  Because of TOL giving me the run around for over a month and the wrong roof color, charging me for the upgraded metal but didn't install upgraded metal, poor craftsmanship and lack of concern for and damage to my property, I have zero trust in TOL being able to honestly and accurately repair anything that TOL has done.

  
  

  Customer Answer

  Date: 07/22/2023

  Because of TOL giving me the run around for over a month and the wrong roof color, charging me for upgraded metal but didn't install upgraded metal, poor craftmanship and lack of concern for and damage to my property, I have zero trust in TOL being able to honestly and accurately repair anything that TOL had done. Therefore, I want a refund for the estimated cost of $8500.00  for the damage they have done.