Tuff Shed, Inc.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted].  I have...

been in contact with the general manager.  They have worked on the roof leak twice and so far it is not resolved.  I spoke with Edwin again today and they are determining next steps for the repair.
Sincerely,
[redacted]

We have attempted to contact the customer but have been able to reach them. We will continue to do so in the hopes of reaching an agreed upon resolution.

Initial Business Response /* (1000, 6, 2015/12/02) */
We apologize for any confusion that was created regarding the permit for this building. There was an oversight regarding the requirements of a permit for a shed on this property. We were originally given information that a permit was not...

required and then the day before the build date of 11/18/15 we discovered that a permit would be required. For this oversight we apologize and had actually offered to cover the permit costs and associated costs to obtain the permit. As the situation escalated it was determined that we could not come to an agreement. We immediately requested that a refund check be processed from our corporate office. The refund check was indeed processed the next day and was mailed to the customer.
Tuff Shed, Inc has been in business for over 34 years and takes great pride in providing world class customer service that began in year one and encompasses thousands of very satisfied customers. It is our regret that we could not add one more satisfied customer to the list in this situation.

Our GM spoke with the customer and agreed to a refund of $600 and we are going to send someone to his site to remove the base for the customer.

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]

The customer originally wanted the installation for the additional ridge vent to take place on a Saturday evening and we were having trouble getting that scheduled. We were in contact with the customer and said it would get taken care of. At some point, we dropped the ball on our communication with...

the customer. As soon as this was brought to our attention, we scheduled to have the ridge vent installed tomorrow (Sep. 24) with the customer's approval. We also will be including an additional 4' of ridge vent for the inconvenience cause to the customer.

Our crew made it to the the customer's site on Friday, October 21st, and completed the work, as requested by the customer. The customer signed off on the work and everything is complete.

Complaint: [redacted]
I am rejecting this response because:Yes, they made an appointment without consulting me.  I had to reschedule while I was out of state and did not have access to my calendar in order to cancel the appointment.  They told me I had to pick a date and could change it when I got back, which I did.  How accommodating – they rescheduled.   I now know the reason I was told I had to just pick any date in the first place.  They are able to say they scheduled and I am again put in a position to accept within five days, while NOTHING has been done to fix the shed.I do not accept.  First, I will not accept a resolution when nothing has been done.  Second, the shed should never have been built.  I pointed out it was incorrect prior to start.I am restating: the repair person while angry over having to fix the multiple issues on a second repair trip out pounded the walls away from the frame.  The shed will never be structurally sound or sealed, all the band aids they are putting on it are not going to resolve the issue.  This will be the fifth trip regarding the shed.  I am  burning vacation every time they are out to accommodate the repairs and it has dragged out for months and the shed is still unacceptable.  Having another scheduled appointment does not qualify as enough action to base any acceptance. Now I am put in a position to accept or not prior to another attempt.   NO this will not be accepted.   I have no reason to believe another trip will correct the issues.  I stand by the fact the shed has been wrong the entire time and unacceptable.    I am done wasting my time and go back to the original request of replace or monetary compensation.    The repairs are only failed attempts to fix a lemon.  
Sincerely,
[redacted]

Complaint: [redacted]
I am rejecting this response because: I was contacted by my sales person a couple days after the...

complaint was filed with the Revdex.com and he promised that I would receive a final bill for me to review in both hard copy and electronic via email.  I have not received either.  Also, he stated the windows would be replaced once he found the manufacturer of the windows and I have not heard from him regarding that either.  Finally, no one has contacted me regarding any refund for returned materials.  Regarding the gables mentioned in Tuff Shed's response, that had been addressed initially in the build by their contractor.
Sincerely,
[redacted]

Complaint: [redacted]
I am rejecting this response because:County zoning issue was resolved by myself on September 20,2016. On September 21 I faxed "Easement agreement for Highway Purposes" dated October 30th 1974 to [redacted] who at the time was running the Mesa AZ. Tuff Shed showroom. I obtained this document from county zoning myself because the Tuff Shed people did not understand the docket numbers I provided them as proof of the easement.I tried several times to provide proof to [redacted] and the person in charge of permits [redacted].On October 13 I had first contact with [redacted] who is [redacted]'s replacement.He asked me to re-fax paperwork, which I did the next day. Tuff Shed is trying to turn their incompetence around back on me- saying that there is an issue that prevents them from permit..The fact of the matter is that tuff shed totally stopped all communication with me after they fired [redacted]..I tried contact by phone, text and email to their local salesroom and also their corporate headquarters..I finally got their attention through the Revdex.com and a complaint to the AZ. Registrar of Contractors.My assumption is that they do not want to honor the contract that I signed with [redacted], the company representative that they fired.This garage was supposed to be done by the end of July, which would have been 6 months from the time I signed salesorder. At the end of July I DID NOT EVEN HAVE A PERMIT APPLICATION FILED YET. When permit was finally applied for I was not made aware of the zoning question for weeks, due to lack of communication with [redacted]. I was told "[redacted] is handling it".. He was not. I repeat..Tuff Shed abandoned this contract because they don't want to honor it. 
Sincerely,
[redacted]

Revdex.com:I have spoken with the Tuff Shed representatives who hadn’t heard of my complaints locally before I filed with...

you. They made a site visit and my contract with them should be fulfilled by tomorrow.
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]

The customer let us know that a sash lock on his window was broken. We made contact with the customer and he is contacting the subcontractor to make the fix. We have agreed to order a new window and will exchange it out for him, if need be.

We had a crew go out and fulfill the warranty issue on April 12th.

We have addressed nearly all of the concerns of the customer. Our GM is going to schedule a time with the customer later this week to replace a few of the gable trim pieces.

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.
It is a sad thing indeed that a person has to resort to go to such lengths to get a response from a company and to get a resolution to a problem. One rafter leaking sap is not the whole of the problem. The way the customer is treated is tantamount to any other problem. The fact that I was put off and put out, ignored by the company, and my requests for communication were ignored speaks volumes to the character of the company. Even though I will never be needing another shed in my life, I would not recommend Tuff Shed to anyone.
Sincerely,
[redacted]

We have to assume that the customer has the build site prepared and ready for the building to be installed. This is specified in the copy of the invoice, which I have attached with this. It reads on page 6 the customer responsibilities which says "Customer will identify any property lines,...

easements, covenants, underground or utility lines, pre-existing physical or environmental hazards, building code violations or other legal encumbrances that could affect the installation services prior to the installation." We did not receive any such notification so we proceeded with the build, therefore we do not think we should be held liable for the building blocking the meter and its line.

Initial Business Response /* (1000, 5, 2015/09/11) */
This garage is complete. We have addressed a few warranty issues with the customer and she appears to be satisfied. Delay in the permitting and final inspection process was in part due to additional work (not within our scope as described). We...

did incur additional costs per the county planning and zoning department(upgraded roof ply to accommodate snow load) this was the cost that was passed through to the customer in order to meet code and obtain permits.
Initial Consumer Rebuttal /* (3000, 7, 2015/09/15) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Garage is NOT complete. County has not provided a final inspection as all work is not completed to code. "Additional costs per county planning and zoning" should NOT include current schematics/plans. Current plans should be covered by purchase price, not added on.
Final Business Response /* (4000, 12, 2015/10/09) */
Our GM is attempting to reach out to the customer again.

The building's location on the customer's property was more than our acceptable limit of not being level. Our GM was sent pictures of the build while it was taking place and he decided to send out more material with the salesman to make the building within compliance of being level. The customer was...

involved in the decisions made on site to level the building, trim the tree branches and to have concrete flashing added to the base. This was all done free of charge to help alleviate the process for the customer and this carries a value of nearly $500. The customer's concerns about the paint and door installation have been dealt with and resolved, as well. We do apologize that we weren't up to the standards of the customer's expectations but we hope the steps taken in response to the customer's concerns show that we wanted to make the situation right.

Final Consumer Response /* (2000, 11, 2015/05/01) */
They finally came by and fixed the door on 4/27/15.

Mr. [redacted] ordered a custom building that required engineering, plans and permitting. The engineering was complete and plans for the building were created prior to Mr. [redacted] cancelling the building. When Mr. [redacted] cancelled the building he was advised that there would be a $1500.00 fee for the services...

provided. Mr. [redacted] opted to purchase a display building from [redacted] in lieu of the originally ordered building. The [redacted] provided a discount on the display building that Mr. [redacted] purchased as a courtesy, and to offset some the fees that he was charged for the cancellation. The engineering and plans are complete and we would be happy to provide an electronic or hard copy of the plans for Mr. [redacted]. No refund for the services provided are warranted.