Tuff Shed, Inc.

Mr. [redacted] was advised that if he cancelled the building he would be responsible for the engineering and plans. There is no charge for any modifications. The charge is simply for the cost of the engineering that was provided and the plans that were created. The building was cancelled after these services were provided. No refund is warranted.

Our crew went out to repair the door handle but the handle on hand was not long enough. The new door handles have just arrived and our crew will be out to make the final repair in the next 2 to 3 days. The last time we made it out to the site we switched out the interior door handles with the new...

ones and all of the doors were functioning until the new outside door handles came in.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Sincerely,
[redacted]

Complaint:...

[redacted]
I am rejecting this response because: Although the manufacturer has acknowledged the complaint and said they will be here Monday, June13th to repair, they have said this before and never showed up. Because the 13th is outside of the 5 day acceptance period, I cannot accept their response as I don't know if they will be here or not.
Sincerely,
[redacted]

Complaint: [redacted]
I am rejecting this response because:They did not fix the issues with the shed.  The nails and gaps in the walls from the repair person pounding the walls away from the frame only made the shed worse than the initial install.They stated they would come out and wood fill and paint on top the nails that were cut out to fix the problem of the wrong size nails that were used when built.   This was to keep the rest of the cut nails from falling out of the walls.  This has not been done and nail pieces are still shifting and falling out leaving holes to the outside.  The gaps where the roof / walls and the floors / walls are a direct result of the initial repair persons actions.  The second repair person did not nail the walls back rather filled with caulk which did not work in such a large gaps.  The caulk did not stay, leaving large gaps to the outside needing repair.   The door which was originally put in the incorrect location, although I pointed out before it being built, has been moved and does not fit as the original had.  There are large gaps and it does not seal.  This is not an acceptable shed and not at all built with quality standards in mind.   Misleading and fraudulent representation from the displays and products which are shown on their lots.   
Sincerely,
[redacted]

Initial Business Response /* (1000, 5, 2015/09/28) */
After meeting with the customer last Monday, September 21st, I agreed to send the crew out to hit a few specific spots. We completed the repair last Friday and the customer called today letting us know he is satisfied with the finish.
We...

are happy to know the customer is confident in his building!

We have settled with this customer on a refund amount of $725. We received the charge back from the wholesaler and have authorized the amount. Now the wholesaler will have to give the customer the refund.

Our GM spoke with the customer and let her know that he was going to speak with the installation company about the situation. The installers did say they rescheduled but that the customer was ok with it. Our GM is willing to meet the customer halfway at $150 for the $300 she is requesting for her lost wages.

This issue has been resolved and the customer has signed off on it. We apologize for the delays in getting the building completed.

Complaint: [redacted]
I am rejecting this response because: we were not told before we ordered there would be a large fee for canceling. Also all the modifications were supposed to to be free because of a promotion.  If they were not free we would not have modified the plans which causes the extra fee for the engineering plans. Sounds like false  advertising to me  I did receive the plans this morning dated August 31 which is long after I  attempted to purchase the shed and the engineer works for tuff shed so $1600  is insane even at $10 an hour while over minimum-wage it did not take 160 hours to make this plan. Telling me at the time of cancellation when I have nothing I could do  about it is very unbusinesslike.  A example of the promotion has been attached however this is not the  specific one
Sincerely,
[redacted]

Initial Business Response /* (1000, 5, 2015/08/10) */
[redacted]'s repair was completed on Friday August 7, 2015. She stated that she is happy with the repair and is now satisfied.
Initial Consumer Rebuttal /* (3000, 7, 2015/08/11) */
(The consumer indicated he/she DID NOT accept the response...

from the business.)
Not exactly,Tuff Shed did send out their warranty manager. His intent was to replace the door as I had discussed with Tuff Sheds office manager [redacted] that had been out to view the building over a month ago and never got back with me. I had a friend come over and look at it to try and see if he could see where the building was leaking he did not believe it was at the door. Because I did not think Tuff Shed was going to do anything since I had not heard from them. So I discussed this with the warranty manager [redacted] and showed him where my friend thought it could be leaking and he agreed. So he did not change out the door he and a coworker went to [redacted] bought some Caulking and caulked about 8 feet at the bottom of the building along a concrete walkway and we are hoping that is where it is leaking. Today is my day off and I am going to take the water hose and squirt under there and see if water runs under there or not. So I don't know who gave you your information but if it was [redacted] the office manager of the [redacted] store he doesn't have a clue and he didn't call me and confirm any of my satisfaction with me. When I confirm the building does not leak cause we have not had rain, I will let you know. I do not want to release my complaint at this time because to me it is premature. Thank you [redacted]
Final Business Response /* (4000, 9, 2015/08/14) */
The manager spoke with [redacted] on 08/13/15 and they set up Thursday August 20th for us to come out and replace her door.

Our Asst. GM plans to schedule him for replacement on October 19th to address the concerns of the customer.

We have scheduled an appointment with the customer for February 24th to make the necessary building corrections.

Complaint: [redacted]
I am rejecting this response because:My time was wasted Saturday waiting around for an install that never took place. I had to call to figure out why no one had shown up or called yet. The company nor the builder reached out to me first. I was not given an option of any other day to install, the builder said they would be out Sunday to do it. I had to work Sunday so I had to find someone else to cover my first part of my shift until they were done. I made an appointment for Saturday, weeks in advance. The builder cancelled my Saturday appointment because he had family in town. Not an excuse to just not show up to a job when the materials were apparently picked up Friday though I was told a different story by their sales lady "*". They didn't give me the courtesy of rescheduling days in advance nor did they offer to do it on another day that worked for me. They just said they would be there Sunday to put it in. My time and inconvenience is worth something. This has been very poorly handled, and continues to be. The management didn't even call me back after I called Monday June 13 to complain. They didn't make any contact with me until I filed a complaint with Revdex.com. [redacted] felt everything was fine and handled after putting the vent on. In customer service, when someone has an issue, management should make an effort to at least apologize or hear a person out. They had no desire to do that until the complaint was filed. Again, poorly handled. I have yet to hear back from [redacted] who said he would be in contact. I'm very upset about all of this. I had my time wasted Saturday waiting on this company and missed half of a shift at work Sunday to convience they builder. One should not schedule, nor agree to, an appointment that they cannot keep. I feel I should be refunded a portion of what I spent on the shed for my time and inconvience. 
Sincerely,
[redacted]

Initial Business Response /* (1000, 6, 2015/12/17) */
There was some confusion on the installer's part on the scheduled day of delivery. We offered $100 compensation for missing the install date but the customer wanted $200. Our GM could not offer such a discount on an entry-level building. Since...

there was not an agreement reached on compensation, we agreed to fully refund her for the building and the permit. The build was scheduled for Saturday, December 12th, and the customer was fully refunded by Tuesday, December 15th. We sent the customer pictures of the receipts for verification.
Initial Consumer Rebuttal /* (3000, 8, 2015/12/18) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The building permit fee of 25.00 was never refunded as described by them, only the fee for the building. The permit was only good for 30 days and they have had our money since 11/27. They need to refund us the permit fee as well. And the story is not correct, they agreed to the 200.00 compensation only to call a few hours later and go back on their word.This will be settled when they refund us the permit fee as well, as we have lost this money as a direct result of their negligence.
Final Business Response /* (4000, 11, 2015/12/22) */
Our GM gave approval on refunding the $25 for the building permit fee. It will go through our A/P department and will be processed next week. The customer should be fully refunded at that point.
Final Consumer Response /* (2000, 13, 2015/12/23) */
(The consumer indicated he/she ACCEPTED the response from the business.)
If permit fee of 25.00 is refunded, I agree fully.
Complaint Response Date bumped because: Holiday

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 11090405, and find that this resolution is satisfactory to me.
Sincerely,
[redacted]

Complaint: [redacted]
I am rejecting this response because: Please do not make it sound as though you are doing me a favor by installing 4 boards around the base of the shed. Who now has to pay to have steps installed so that you don't have to jump into the door of the building? You neglected to mention that your sales person was out not once but two times and he assured me that the building would be 3 inches off the ground. I had him confirm this with a text and still have it. And yes I was there when it was installed, your installation people told me after the building was put up that they never put them this high off the ground and that a siding would need to be installed. I am not in construction as did not realize until this point it was going to remain this high since this was not at all what I was told. No pictures were sent to your sales person until I called asking about it and sent them myself to Tony who requested them at this time. They had no idea what was going on and never responded to the texted pictures I sent until 2 months later and at that point told me someone was coming to lower the building, no to install siding. When the warranty person finally came out he then told me they could not lower the building. He had to come out twice to correct the problems. We made arrangements for his return the following Friday and they day before Tony left me a message saying sorry he could not accommodate my schedule insinuating that I would need to take more time off work, the warranty guy showed up the next day as we had discussed. Also I was told by Tony that you do not paint the door even though I had paid to have the building painted, this was also ridiculous as when paying to have it painted you assume the door is included. Please do not make it sound as though any of this was our fault, had your sales person told me that you could not install the way we requested we could have had it put entirely on the existing pad to avoid having it a foot and a half off the ground. I have never had such poor customer service, treated so rudely by your "General Manager"  then to receive this response acting as though you did me a favor is ridiculous.
Sincerely,
[redacted]

We are in the process of preparing a response to Mr. [redacted]'s AZ ROC complaint. I will contact Mr. [redacted] via telephone no later 11/29/16 to discuss revised quote.

Our GM spoke with the customer and straightened this out. The customer was scheduled for a repair on December 21st but due to the weather/temperature our subcontractor was unable to do it. We rescheduled with the customer and it seems there was a miscommunication on the dates. Since the GM last...

spoke with the customer, the new agreed upon date of January 11th is when the repair will take place.

Our GM says we have prepared a quote for the customer and should have it out to him by the end of the business day tomorrow.