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:01/04/2024

  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.

  Have been lied to from sales reps to CS at Graceland. Basically from beginning to now. Have a very hard time to get any sort of resolution from Graceland and having to wait weeks for responses. The building was purchased in May, delivered end of June 2023. Still no satisfaction from Graceland. They have lost all but 1 of my warranty claims. Had to resend. Because the building was built poorly, we'd like a refund. Company refuses.

  

  Business Response

  Date: 12/01/2023

  Dear *******

  We sincerely apologize for the issues you have experienced and have tried for quite some time to schedule a repair visit with you that gives our professional repair team enough time to address all of your concerns, but up until now, you have been unwilling to allow us to do this. 

  Thankfully, you have finally agreed to allow our professional repair team enough time to make the necessary repairs, and we look forward to finally being able to address all of your repair concerns. 

  As a voluntary act of goodwill to you, our very important customer, we have rolled your December payment due date back from 12/5/2023 to 1/5/24. Hopefully, this will help you have a more joyful Christmas season!

  Merry Christmas!

  The Graceland Customer Complaint Resolution Team 

  Customer Answer

  Date: 12/12/2023

  
  

  From the CONSUMER:

  Sent 12/8/2023 2:35:08 PM

  Your statements in the last email were totally untrue.

  I explained to your repair guy, *****, that Monday was the only day he would be able to carry out the repairs when I first spoke within the beginning about scheduling a time. He then came back and tried to make an appointment on a Wednesday. I said "Did you not understand what I had told you when we first spoke about you coming to do the work on my building?". Fortunately, ***** decided not to come that day when I told him if he did, he only had a few hours to do the work. Reason was my daughter was VERY sick and need to be taken to the hospital that day.

  I'm not making ANY payments til I'm satisfied that the repairs are satisfactory and address ALL the warranty claims issues on the building that I had submitted within the appropriate time but your company lost. Then the time it took for your company to hire a repair guy to service Arizona, 3 months!!?. That's not my problem because I did what was required. 

   

  

  Business Response

  Date: 12/19/2023

  Dear *******

  We are doing our best to get your repairs completed in a time that works for you but are having an extremely difficult time getting hold of you and finding a time that works for both you and our professionally-certified repair personnel. We cannot allow you to continue to skip payments and keep our building. If you want to keep our building and have the repairs completed that you are requesting, we ask that you please contact us at 888-GRACE-04 to schedule a repair time that works for both parties as soon as possible. 

  We hope to hear from you very soon.

  Sincerely,

  The Graceland Customer Complaint Resolution Team 

  Customer Answer

  Date: 12/20/2023

  
  Complaint: ********

  Dear Graceland-

  Again, your making false accusations in your statement above. Or as I've noticed when dealing with just about anybody from your company, the left hand don't know what the right hand is doing. 

  Enclosed in the attachments is some of the correspondence I've had with *****, your repair specialist. What I can't submit is the messages where he had made the appointment with me for Dec. 11. But I have them if I could upload more.

  We had spoke on the phone the weekend of the Dec. 3rd. He said had trouble getting another back door the same specs as mine, but was confident he'd have it ready by the 11th. I told him to call and confirm with me sometime next weekend. Sunday the 10th went to the evening with no conformation from him. I called him about 6:00pm, no answer. 5 minutes later I get a text from him saying he wouldn't be out because he still had no door. His next message was "shooting for the 18". Still no call, no show to this day. No updates on status or maybe what sort of time frame, NOTHING!!

  What the ---- is going on with your company and how you handle customers? How had is it to get a door like in the picture I've submitted. It's not a special door and you should have plenty in your stocks to be able to handle something of this magnitude. 

  At this point, I'm so fed-up with the strong-arming, delays, and lies from your company. I'm a very dissatisfied customer that considering legal action.

  If you come take the barn, you better refund ALL the money we've paid so far. That's all of our down payment which is around $7000 plus the one month's payment I made in good faith for you to carry out ALL the repairs. You didn't live up to your end of the bargain. 

  I am rejecting this response!
  
  Sincerely,
  
  ****** ********

  

  Business Response

  Date: 01/02/2024

  *******
  
  Our professionally-certified Repair Team informed us they completed your requested repairs to your satisfaction on January 1, 2024. 
  
  Our Payment Team informed us your next payment is due February 5, 2024. Please be sure to make your payment on time to fulfill the terms of your rent to own agreement. 
  
  Wish you the best,
  The Customer Complaint Response Team

• Initial Complaint

  Date:12/21/2023

  Type:Billing 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.

  This complaint is being filed because Graceland is acting improperly by holding our funds, not providing contracts and documents in a timely manner, encouraging us to enter into a contractual agreement knowing we would be in violation of its terms, threatening us and using scare tactics to keep our funds. A few days before Thanksgiving I visited the Camden TN Graceland lot and chose two buildings for our adoption center and to house our rescued cats. I left a deposit and was supposed to receive contractual documents via email. I did not receive anything so a week later I reached out to find out the status. Once I received the contracts and reviewed them I realized we would be in violation of the terms which stipulate any changes to the buildings were not allowed and would void the warranty. We planned on adding insulation and walls. When I brought this up to the sales manager from Kentucky, I was told they have never taken action on something like that and encouraged me to proceed. As the president of a nonprofit, I was not comfortable moving forward with the contract since we would be in violation of its terms so informed him we would need to cancel. I was told our deposit would be refunded minus a $100 cancellation fee per building. It has been several weeks and the monies have not been returned so I reached out to the manager (**** *******) and he said he would look into it. Today (12-20-23) I received a text from ************ (they did not identify themselves) saying, "It is my duty once I become aware of a situation with a nonprofit to communicate potential issues including potential fraud. I will not issue a refund until it gets cleared with the IRS considering they may need to acquire those funds". As a small non profit we don't have a lot of extra funds and need our deposit returned in order to feed our rescues. Their insinuation that we are acting improperly is unwarranted and can easily be verified by visiting our rescue. I demand an immediate refund.

  

  Business Response

  Date: 12/21/2023

  *****

  We sincerely apologize about the misunderstanding regarding building modifications negating our warranty and will issue you a full refund of your money with no cancellation fees right away. 

  We wish you and your organization every success as you minister to hurting people and animals in your community. 

  Sincerely,

  The Customer Complaint Resolution Team 

  Customer Answer

  Date: 12/21/2023

  
  Complaint: ********
  
  I am rejecting this response because: We have been told previously we would receive our funds back but haven't. Once I can verify the funds are returned to our bank account and the matter with your representative is resolved I will accept and close this case. The matter with your representative is that he demanded I schedule a board meeting at 6pm on Friday night (tomorrow) during the Christmas holiday which I have done. He was rude and a bully and extremely unprofessional. At this juncture is the board meeting still necessary? We have a 7 member board and we each have taken time out of our holiday plans to meet this person who still has not identified themselves.
  
  Sincerely,
  
  **** ******

  Customer Answer

  Date: 01/08/2024

  
  Complaint: ********
  
  I am rejecting this response because: The refund was not the full amount as indicated in their response.
  

  
  

  Sincerely,
  
  **** ******

  

  Business Response

  Date: 01/14/2024

  Dear *****

  We have refunded both of the $100.00 cancellation fees. Depending on your bank, it can take anywhere from 3-5 business days for the transaction to reflect on your account. 

  We wish you nothing but the best.

  Sincerely,

  The Customer Complaint Response Team 

  Customer Answer

  Date: 01/22/2024

  
  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:10/10/2023

  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.

  March 25 I ordered a shed from this company I was told 6-8 weeks before I would get it. I still don’t have it. I have called with no date given.

  

  Business Response

  Date: 10/16/2023

  ******

  We sincerely apologize for this delay. We had some unexpected changes happen in our driver network that have (finally) been resolved. Taylor in our Customer Service Department tells me we just spoke with you and have scheduled a delivery date that works for you. 

  The good news is you will soon have the best-built portable building money can buy in your possession for a lifetime of enjoyment. We thank you for your business and patience, and wish you as much happiness and success as your heart can hold! 

  Sincerely,

  The Customer Care Team 

• Initial Complaint

  Date:08/09/2023

  Type:Billing 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 July 5th 2023 ******* came to our house to repair the damaged Shed from Graceland Portable Buildings that was delivered damaged from the first day of delivery. We didn't sign their "The Happy Sheet" We paid the amount of $5,639.97 for a poor quality product. We submitted another repair claim and ******* was in our house again on August 8,2023 and did the best he could and notated in the repair bill that there is still other issues and concerns with the building wood quality. The shed was delivered with cracked wood, nails showing everywhere, huge gabs between the woods showing the nails, broken screen on the windows and crooked window. We have been patient with this company and paid in full on July 5, 2023. It did not surprise me all the complaints from this company. We have tried to negotiate a discount from for the bad quality of product they sold us and they said "We cannot issue any discount because you were not available when we tried to reach you" which it's FALSE. We have written text messages from ******* (their repair guy) trying to arrange a repair. The quality of product they have is poor as least what they delivered to us. If they are behind and responsible for their product they should adjust the amount we paid or delivery to us a DECENT QUALITY Shed.

  

  Business Response

  Date: 08/15/2023

  ****,

  As you know, you refused to pay the amount due on delivery until the repairs were completed. You had the building for 13 months before you paid the amount due on delivery.

  The repairs were completed to your satisfaction, which is why you finally paid the amount past due 13 months. 

  We will not issue you a billing adjustment now. 

  We wish you nothing but the best. 

  Sincerely,

  The Customer Response Team

  Customer Answer

  Date: 08/17/2023

  
  Complaint: ********
  
  I am rejecting this response because: The information you provided is False. We were not satisfied with the REPAIRS done and I Did Not signed the 1st repair sheet. Your repair men took months to get back to us and l have emails sent to you indicating to come and pick up the damaged SHED. The money was paid due to your threats of Repo we wanted to give an opportunity for the shed to be repaired but it was left unrepaired. See 1st and 2nd repair sheet. It's my opinion that it's shameful the way this company is operating. Please ADJUST our amount paid. 
  
  Sincerely,
  
  **** *******

  

  Business Response

  Date: 08/17/2023

  ****,

  The document you included with this complaint shows your signature on the repair sheet. And after the repairs were made, you finally paid the amount that was supposed to have been paid upon delivery 13 months prior. 

  We will not adjust any of your account history. 

  We wish you nothing but the best.

  Sincerely, 

  The Customer Response Team 

  Customer Answer

  Date: 08/17/2023

  
  Complaint: ********
  
  I am rejecting this response because: On the 1st Repair Sheet there's NOT MY signature. In the 2nd repair sheet l signed INDICATING There's STILL CONCERNS AND ISSUES with the damaged wood. I Never REFUSED PAYMENT UPON DELIVERY. I ISSUED YOU A CHECK AND because you guys never responded to me on the repairs l SENT YOU AN EMAIL INDICATING TO PLEASE DO NOT CASH THE CHECK UNTIL REPAIRS WERE DONE AND YOUR OFFICE still cashed the check as wire WITHDRAWAL which was illegal and the bank reversed the illegal transaction. I would like to reach a solution to this problem because what you delivered to me is NOT WORTH THE AMOUNT PAID. 
  
  Sincerely,
  
  **** *******

  

  Business Response

  Date: 08/25/2023

  ****,

  We have offered to complete additional repairs due to the natural warping of wooden buildings that you have included photos of but you keep insisting that we complete the repairs AND pay you large sums of money -- far more than the low-cost portable building that you purchased from us could ever warrant This makes us wonder if -- rather than having your low-cost portable building repairs completed -- you are, instead, attempting to make money off of the Better Business Bureau complaint resolution process.

  Here is the bottom line: We sent you three very generous and fair repair options. You can either accept one of them, or you can receive nothing at all, your call. But we refuse to pay you unreasonable sums of money AND make repairs to your low-cost portable building. 

  Sincerely,

  The Customer Response Team

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

   

   

  Customer Answer

  Date: 08/29/2023

  
  Complaint: ********
  
  I am rejecting this response because they keep stating false information about me. I received the three options they are offering me but they are tricky. I'm not requesting large amounts of money back as they claimed. Please note l DID PAY LARGE AMOUNTS OF MONEY FOR THIS SHED and it was delivered damaged FROM DAY ONE. 

  I WAS going to send them a message today but we are under Hurricane Idalia and we are busy preparing for it. 

  The WOOD in which they built this shed is poor and it came with broken cracked wood. It's unfair to do business like this. 

  I am opting OUT of their option #3.  The repairs for this shed are over $800.00 from a separate contractor and GRACELAND want me to sign a waiver for the warranty IF accepting #3 which is a NO. 

  I am asking them to repair the Shed satisfactory and they are not doing it nor they can guarantee me the last repair will be satisfactory. I just noticed some new areas that needs repair. 

  Why we had to paid so much money for a poor quality PRODUCT. 

  THANK YOU. 

  
  Sincerely,
  
  **** *******

  

  Business Response

  Date: 09/01/2023

  Thank you for accepting our offer of letting us pick up this building in exchange for a refund of your purchase price. 
  

  We expect our driver to be in touch in the next 10-14 business days to arrange for the pick-up and refund. 
  

  We wish you well. 
  

  Sincerely,

  The Customer Response Team 

  Customer Answer

  Date: 09/05/2023

  
  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,
  
  **** *******

  
  

  ***If you are happy with BBB's free services, please consider giving to BBB's Consumer Education Fund, which provides other free 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 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:07/05/2023

  Type:Delivery 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.

  We paid to have shed moved and we have to be off the property today and this is the last day or they take over and possession of what is not removed now driver can’t do it last minute and we are going to lose our shed

  

  Business Response

  Date: 07/17/2023

  *******

  Our records show we successfully moved your building on July 3rd. We are glad we could help you out in this way. Enjoy your building! 

  Sincerely,

  The Customer Response Team

   

• Initial Complaint

  Date:06/12/2023

  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 had transformed this Graceland shed into a small one bedroom house, I finally got water and electric hooked up. I was making my online payments through their website, I got confirmation numbers after paying (I never thought to save those screenshots). I get a call from my husband stating there was a driver at our door to pick up our home, stating I was $10,000 behind, the driver was unprofessional, trying to push his way through our house, which my husband informed him, he will be calling the police. When I spoke with Graceland Payment Center and a manager I was told to just turn in bank statements from my account, so I turned in all bank statements to a Graceland Manager Evelyn, she was willing to work it out, but she had changed her mind and cut off all communication with me for these missing payments. My bank is unable to dispute these charges because it is over the 30 day window, and now Graceland wants the whole $10,000 in cash or check form. What is going on with this company?

  

  Business Response

  Date: 06/12/2023

  ******** 

  Using the records you provided, we had multiple financial experts complete detailed searches for the payments and were unable to locate these payments. At this point, we are unable to give you credit for the payments without your providing professionally-certified documentation from a verifiable, independent authority at your financial institution. We have processed millions of payments over the course of decades, and have yet to encounter an instance of not being able to verify a legitimate payment from a customer.  

  Sincerely,

  The Customer Complaint Response Team

  Customer Answer

  Date: 06/13/2023

   
  Complaint: ********
  
  I am rejecting this response because:
  This is the second instance this has happened to my account, the bank statements that were given to your company was coming from a "professionally" accountable Bank. All funds were released to Graceland, BOA is unable to dispute due to the funds being over 30 days and the company's system accepting payments. Customer service coming from managers need to be handled thoroughly and professionally. 

  
  Sincerely,
  
  * *******

  

  Business Response

  Date: 06/21/2023

  ******** 
  

  We have worked with hundreds of thousands of customers over the course of our 19 years in business and have some of the highest customer satisfaction ratings in the industry for both product quality and service. We have an A+ rating with the Better Business Bureau. We have top-notch certified professional accountants and attorneys that we work with. We are confident in our methods and in our professionals when we say we have not received the payments you claim you have made. Either you bring your account into full payment compliance quickly or we have no other recourse but to pick up our building. We hope you sense the urgency of this response and bring your account current immediately. 
  
  Sincerely,
  The Customer Complaint Response Team 

• Initial Complaint

  Date:04/27/2023

  Type:Delivery 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 son purchased a building from Graceland Portable Buildings as my Christmas gift. The building was supposed to have been delivered the last week of February 2023. I have been calling them ever since February and have yet to receive my building or an estimated date of delivery. I finally have been in touch with one of the employees this week that seems to actually care and does return phone calls, but stillnoresolution. I am ready to tell them to return my son's deposit and they can keep their building.

  

  Business Response

  Date: 04/29/2023

  ******* 

  Please accept our sincere apology for this delay in delivery of your building. We had a temporary delivery driver shortage in your area, but have been told by our delivery partner that they are ready to deliver your building now. You should be contacted by them with the next week to schedule your building delivery. If you do not hear from them by end of day on 5/8/23, please call us at ************ and let us know. 

  Graceland Portable Buildings has the best product quality ratings in the portable building industry because we hand-craft our buildings with superior building designs and highest-quality materials to last for generations. While we are very disappointed in our delivery partner's delay in delivering your building, we believe you will be very happy you waited when you get to enjoy your superior-quality portable building for the rest of your life. 

  Sincerely,

  The Graceland Customer Satisfaction Team 

• Initial Complaint

  Date:04/11/2023

  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.

  We purchased the building on February 6, 2023, the building was delivered the following week. A repairman came out to do touchup repairs on March 8, 2023. One of the repairs was to close a gap under the door. The repairman made an attempt at this issued, but was not able to completely close the gap, when I question the repair he stated he would have to return with additional material and approval to fix the gap. We were scheduled for a follow up visit and a call to verify the date and time, but then the same day we receive and email saying that the repair was finish as for as they were concern, yet there is still a small gap on both side of the door were possible a snake could crawl into the building. We live in a rulral where snakes hide any where they can. Looking from the outside of the door appears not to have a gap, but we you stand inside with the door closed and locked we still see a gap. We also send picture of the gap to Graceland but they still say its nothing they can do.

  

  Business Response

  Date: 04/19/2023

  ******** 

  A small gap under double wood doors is standard and is required for the doors to open and close properly. Nevertheless, because you requested it, we sent a professionally-certified repair technician out to you and he added a 1x4 to reduce the gap. You told us you were satisfied with the modification and that you understand that a small gap under double wood doors is standard and is required for the doors to work correctly.

  We cannot reduce the gap under your wood doors any further or your doors will not open and close correctly. 

  Sincerely, 

  The Customer Response Team 

• Initial Complaint

  Date:03/22/2023

  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.

  I purchased garden shed on May 6th planning to make small living space. After 2 months I received building. My fault was I didn't inspected it but when I hired handyman to put sheetrock and install the flooring he said he wouldn't do it as floor is not level and hurricane brackets are installed untidy, sticking out and preventing to install a wall. Sept 13 I filled out warranty form. For 3 months nobody answered as they said they short of repair crew in this area. After several weeks working with Grace from customer support about rebuilding order I found out that she is no longer with company and another person took over which makes me submit everything again. Dec 19 i got email from Timothy saying that he never saw my photos and they didn't approve previous decision to rebuild. They didn't approve quote from local repairman which I suppose to submit. In January they finally sent repairman which confirmed faulty frame off level floor and untidy finishes. At this time I just wanted return as I my project fell off because of timing. On feb 27 they pick up the building but they said they wouldn't take 6 metal anchors from a ground because I purchased them with building. Whole process took 7 months, I couldn't do any modifications or using building cause they said it will void warranty. On March 4th I received check less $1172( cancellation fee) This is unacceptable. They shouldn't penalize me for cancellation when they guarantee such quality and cannot keep with warranty repair for extended time.

  

  Business Response

  Date: 03/23/2023

  ******

  When your building was delivered, you signed our "Happy Sheet" certifying the building was in good condition and was delivered and set up to your specifications. You completed a Warranty Form on 9-13-23. We agreed to have our certified repair person make your requested repairs. However, you wanted to upgrade your building to Paint. We informed you that there would be a fee to upgrade your building to Paint because it costs more than the finish you ordered. You were upset about this standard upgrade fee and told us to cancel your contract and pick up the building. We reminded you of the cancellation fee you agreed to in your original agreement with us. You went ahead with the cancellation after we reminded you of the cancellation fees. Now you are filing a complaint with the Better Business Bureau about our follow-through on the cancellation terms of the agreement you agreed to when you ordered your building. Unfortunately, you cannot changes the terms of an agreement after you have already signed and agreed to it just because you changed your mind and no longer like those terms. That is not how contract law works.

  We will not adjust your billing because of this. But we do wish you every happiness as you move forward with your life. 

  Sincerely,

  The Customer Response Team

   

  Customer Answer

  Date: 03/26/2023

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

  you sarcasm was not necessary. You also keep reminding me "Happy Sheet" I signed when I received building.It looked ok at first sight but problems started when we wanted instal tiles. Floor was off level by 2 inches with hump. I contacted you immediately but you said you don't have currently crew in my area (check phone records)You left me without options. I couldn't hire someone to correct it because you keep saying it will void warranty.

  My project fell off, I lost time and money leveling lot, buying concrete blocks etc. Finally you sent repair man that states the frame if off level.
  Than I got option from you for rebuilding, but what your trying to input, that I cancelled because I wanted different color is not true. I asked for it but when you said it cost more I accept same finish. Only thing I requested was new building to be delivered to another lot belonging to my family member.
  With time passed my current lot was not available for new project. You rejected that request unless I pay $1000 delivery fee to new site located only couple miles away. This was my biggest disappointment with your company. 
  After error and delay on your side you couldn't accept this request.
  I believe I have good reason to contact Bbb on this matter. You don't care about customers and can't even stand up for your employees, rejecting what they trying to provide for customers.
  I'm talking here about Grace (customer service) who tried to solve it letting me hire local company for reimbursement. Again you reject repair quote and her words to me because she is no longer with company. Check phone records cause you may have incomplete view.
  

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

  

  Business Response

  Date: 04/11/2023

  ******
  

  Our licensed, certified delivery professional delivered and installed your building the way we do tens of thousands of buildings every year. We have the highest customer satisfaction ratings in the industry because of our strong commitments quality and service. 

  You signed the "Happy Sheet" legally certifying that you agreed the building was delivered and installed correctly. 

  When you signed the agreement to get one of our buildings, you confirmed that your warranty would be negated if you modified the building, yet you made significant modifications to the building anyway, which negated your warranty.

  We're sorry, but we cannot adjust your billing because of this.

  Sincerely,
  The Customer Response Team 

  Customer Answer

  Date: 04/14/2023

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

  You are either misinformed or you are providing me false information in purpose. You are referring that I made modification to the building? Where? I never touched the building since you delivered it to my lot. It was standing empty and unchanged until you piked it up. Your repair man (O'Brian Repairs) that you sent here can prove it. He also confirmed floor was way off level. I don't care how many buildings you made correctly but mine wasn't. I'm asking again for $1000 refund. I didn't return it because I changed my mind but because of lack or respond to warranty claim. I would keep the building if you made a repairs in timely manner. Please review full case before answering.

  You wrote: "You signed the "Happy Sheet" legally certifying that you agreed the building was delivered and installed correctly."- I had no problem with delivery and installation. It was a problem with building frame construction. 
  
  ***** ***********

  

  Business Response

  Date: 04/19/2023

  ******
  
  You ordered one of our buildings and signed an agreement committing to making all of your payments until the building was paid off.
  
  It cost us a lot of money to deliver and install our building on your property.
  
  You signed the “Happy Sheet” confirming you were happy with our delivery and installation.
  
  You changed your mind and asked us to pick up our building.
  
  It cost us a lot of money to pick up our building because you voluntarily changed your mind and decided you no longer wanted it.
  
  We have already lost a LOT of money in our relationship with you because of choices you voluntarily made.
  
  We are not going to issue you a refund of any amount of your rent-to-own payments no matter how many times you reject our denial of your request for a refund of your non-refundable rent-to-own payments. That is not how rent-to-own agreements work.
  
  Sincerely,
  The Customer Response Team 

  Customer Answer

  Date: 04/30/2023

   
  Complaint: ********
  I am rejecting this response because:
  Who is the person who responded?Not even signed with s name and position. It is very incompetent
  repeating the same tune over and over.  I have the proof that what they saying that I modified building isn't the truth. This company not taking any responsibility for construction error poor finish and lack of warranty repair. To stop this nonsense I'm taking this case to court. 
  Sincerely,
  ***** ***********

• Initial Complaint

  Date:03/20/2023

  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 delayed several weeks. Finally delivered on April 7, 2022. Everything that I was told to have on site was here. Now I am having uneven settings due to them not putting the flat blocks on the bottom of the supports. I spoke to ****** who tried to tell me that’s how it’s done and they would level it up for $370.00. I have damage due to this uneven setting and some of the supports are not touching at all. I have spoke to another company and a former employee that both say it should have been flat pavers on the bottom. My home is sinking due to improper setup. The damage is beyond just settling issues. It’s now causing plumbing issues.

  

  Business Response

  Date: 03/21/2023

  *******,

  It is not uncommon for natural setting to occur giving the specifics of your situation. We cannot assume responsibility for settling of buildings beyond the terms specified in the contract you signed. Natural settling occurs with almost all buildings throughout their lifetimes. Certainly, we would no longer be in business if we covered the cost to remedy natural settling throughout the lifetime of your building. No home builders do this, and not portable building companies do this for the obvious that doing so would be completely cost-prohibitive. 

  Here are some additional reasons why remedying your building settling is outside of the scope of the coverage specified in the contract you signed when you purchased your building: 

  - It is clear from your description that you have modified your building significantly with substantial weight-adding improvements (e.g. "plumbing") which negate any warranty and repair coverage you were offered in your purchase agreement.

  - Because you placed your building on a hill and have added significant weight to your building through improvements, your building is experiencing natural settling. This natural settling will likely continue throughout the life of your building. 

  You will need to pay for any remedying of this ongoing natural settling out of your own pocket because it is outside of the scope of the contract you signed when you purchased your building.

  You purchased the highest-quality portable building made with the best warranties and customer-satisfaction ratings in the industry. We hope you will rejoice in this fact and enjoy your building for the rest of your life and will understand that the ongoing settling costs of your building are a natural and normal part of building ownership -- especially given the choices that you have made since you purchased it.

  Sincerely,

  The Customer Care Team

   

   

   

  Customer Answer

  Date: 03/22/2023

  
  Complaint: ********
  
  I am rejecting this response because: The response is not valad. If the barn had been set up properly with the flat pavers on the bottom and top the setting would have been minimal. 
  As for modifications, this is a 16 x 40 barn. The weight of making it a home is far less than 2 tractors and accessories. Even less than the weight of a woodworking shop. 
  the issue is not what I have done. The issue is that due to your neglect in properly setting the footers that damage, no matter what would be in it, is occurring. 
  
  Sincerely,
  
  ******* *******

  

  Business Response

  Date: 04/03/2023

  Dear *******, 
  
  Our trained professionals installed your building according to the best practices in our industry, as usual. You signed the acceptance sheet confirming that they did. You then modified the building adding significant weight, negating the warranty and causing significant settling. You accepted these terms when you signed your agreement to obtain our building and confirmed them when you signed the delivery acceptance sheet. Now that you have modified your building to add significant weight to it, you can't suddenly change your mind about both agreements. We are sorry, but contracts do not work that way. 
  
  Sincerely,
  The Graceland Customer Response Team