ComplaintsforBackyard Products

• Initial Complaint

  01/26/2024

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  I ordered a shed from this company in May 2023 and it has never been delivered. I paid around $3700.00 and have been give multiple excuses as to why I still don’t have delivery. The company cancelled my order without notifying me. I went on line and repurchased it as requested by the company. I was promised an installation date 6 different times without a call to cancel or reschedule. I was just recently promised a delivery and installation date for last week. No call no show again. Any time I call to speak to this company I get excuses of why they haven’t come out or things they are missing such as a permit which was provided upon initial request. This company has very poor customer service and follow ups and still has my money for a shes that has not yet been delivered or rescheduled delivery

  Business response

  01/26/2024

  We apologize for the rescheduling,

  All of our dates are tentative due to weather, stock, or contractor availability. 

  We have logs that provide documentation that we had discussed this information with the customer (provided in the attachments). 

  If the order is requested to be canceled, we can process due to scheduling conflicts and process the refund in our charging program. 

  If the customer would like to keep the shed order open to be serviced, we would like to offer $50.00 per reschedule date for the latest order (Sales Order Number
  *******) post installation/assembly.

   

  Thank you, 

  Customer response

  01/27/2024

  
  Complaint: ********
  
  I am rejecting this response because:  I never received the last message that the business stated they sent to me.  I make sure to reply to all their messages, when received.  I have been promised this shed since July of 2023.  The company that schedules the installations fails to communicate with me whether it is to set an install date or advise it has been cancelled.  I continuously take off work to make sure I am home for the "installation date" but I am not notified when it has been changed or someone will not be there.  When I originally purchased the shed on line and received my first installation date, I made sure to have all arrangements made for the installer to come out.  It was over a month or two and I then received a credit on my card, refunding the shed.  There was no communication made to me that this was happening.  When I reached out to the company, I was told the credit was issued because they could not reach me to install my shed.  They didn't try to reach me as I have no messages other than the ones that were replied to or received via telephone, to discuss the installation date.  I spoke with **** at the shop and he promised another installation date.  I was then contacted by the installer who told me he would be out on a specific date, even asked if he could come a day earlier, which I agreed to but he never showed up.  He didn't even call me to tell me he was not coming.  I called the installer and he advised that he had other jobs he had to get to and that's why he never came out.   The installer then advised he had fallen off a shed and hurt his back so he would call me when he would be able to reschedule.  I never heard back from him after that.

  I went on line to the company and advised I was unhappy about this service and wanted to file a complaint with them.  I was then asked to call and speak to **** again, which **** reached out to me and advised they were sorry they haven't made it out and would set a schedule date again to be installed.  I even suggested I would be ok with the shed being built in their warehouse due to the temperatures and could then be installed quicker on my property.  I understand that the weather is a factor on the installation.  When speaking to ****, he advised he would pencil me in for a tentative install date just recently and I never received that last message to let me know that we would have to reschedule.  If they couldn't make it out, due to the weather, which is understandable, why could someone just call me instead of sending a message to speak to me directly to set a time for a future install date.  

  For me to continue to take time off work for a possible install date and not be contacted to advise nobody is coming or even to reschedule is just unprofessional.  I have been chasing this company to try and set up a install date since July.  I have never had this much lack of communication after a purchase. I work for a utility company and could never imagine not reaching out to my customers to make arrangements or cancellations.  My time is valuable just as the installers time is and I feel like I am just getting the run around for a shed that has already been paid for.   I would expect a higher level of communication for this type of business.
  
  Sincerely,
  
  ***** ******

  Business response

  01/30/2024

  We have documentation of when the first order was purchased back in May. As of 1/5 our local installation office could not install because the permit issues that were unresolved.

  Customer's first order was canceled and was explained to him by the local installation office that it was way over "hold time" with no progress on the permit and lack of updates from him.
  
  Please note we had to update his contact information upon receiving the BBB complaint as the phone number was different than the one provided.
  
  Our documentation is beyond in difference than what is provided in Mr. ******'s description of events.
  
  Customer has physically went to the local installation office twice to discuss this matter directly and each time everything was fully explained to the events and action placed regarding his orders. It is noted customer resides 10 minutes from the office. Due to fabrication of complaint timeline and occurrences, our local installation office has requested to grant the refund portion of the action requested from our company. We will process the cancelation today and send a direct email from our refund program to the email we have on file for the customer. 

  We apologize for the rescheduling due to tentative events and remorse the cancelation. 

   

  Customer response

  01/30/2024

  
  Complaint: ********
  
  I am rejecting this response because:  I do not feel the company is being 100% honest with the BBB.  The conflict I have is the lack of communication between the scheduling company and the installers to myself.  I have visited the local branch 2 times to discuss the lack of communication with the install promise dates that were not fulfilled.  I spoke with **** on both occasions and discussed my concern.  The phone number that I provided to them was the same number that was provided on this complaint.  I have been contacted at that same number from **** and the installers that made contact to discuss installation.  The second to last promised install date, there was a gentleman that came out and marked off the area of where the shed was to be placed.  That was in the middle of the afternoon but I was not advised the shed would not be going up.  There was no communication made to me that anyone was coming out to mark off an area on the same day my shed was to be installed.  The shed never got delivered and that is when I went on line to the company after 7-10 days after no communication was made.  

  That is when I received a call from and spoke to ****.  That was when I was advised again that a permit was not on file.  This was the 2nd time this was requested from me.  Both times that I sent it in, it was confirmed that it was received.  When speaking to ****, he did advise that a tentative date would be given but that it was weather pending, which is acceptable.  I understand a shed cannot be built in dangerous weather temperature or rain / snow.  He did advise that he spoke to the installer and that they would try to build the walls for the shed in the shop to help expedite the installation.  My complaint is that if the weather was not cooperating for the installation and the scheduling company had my phone number, why cant a call be made to me to confirm no deliver could be made and try to reschedule for another date?  

  I also am not disputing as to why the shed was cancelled the first time but am disputing that the cancellation due to not being able to secure an installation date was not made aware to me.  I am perfectly ok with having the schedule changed but I am not ok with not being contacted.  I have a log sheet, which I cannot produce at this time as it is at my home, of every conversation that I have had with the installers and the local office.  I specifically advised that the delay for installation is partially caused because of the lack of installers.  I was told the installers leave to follow warmer states when it is cold here so they can continue their work load.  The last installer that I spoke to advised my delays were also caused due to back up on previous other installations that they were completing from February - in November.   

  I do not feel this company values their customers nor makes them a priority when the order is received and scheduled.  I understand if they do not have enough people to complete jobs as some work traits are hard to find quality people.  But to have my exact contact information on file, which has been confirmed by both the installer and ****, I do not feel it is good business practice to use the excuse that they could not reach me.  I have the number saved in my phone so I would not miss a call, if it was made.

  If a refund is to be made and my shed is to not be complete, I would like a check mailed to my house instead of a refund to my card.  I would like confirmation that the refund has been issued accordingly.

  In closing, I do not feel this company is being completely honest in their responses as again, I have a notepad of calls and messages / communications with the company employees & installers that would support my complaint.

  Thank you

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

  Business response

  01/31/2024

  Unfortunately, we have already initiated refund through the card per our policy on 1/30 and cannot halt refund process where it stands. 

  A copy of the receipt is provided in the attachments. The receipt was also sent direct to customer through our charge/refund program at time of processing.

  We ask the customer to contact their bank moving forward regarding their pending return. 

   

  We apologize we could not meet customer's standards of communication that lead to delays and ultimately a cancelation. 

  At this time there is no further action our company can take with the customer, but we wish best regards.

  Customer response

  01/31/2024

  
  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.  I wish the business was able to satisfy my order without issues since I started this process last year.  I feel the companies lack of communication is the key to this complaint.

  Thank you for all your help
  
  Sincerely,
  
  ***** ******

• Initial Complaint

  08/24/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  after spending $7647.28..less than a year later i have roof problems with constant leaking and black mold...the company says it will only cut 18" off my roof to repair the problem, they will not occur any expense to repair, caulk or insulate my barn shed. i have contacted the company numerous times with my complaint only to be stonewalled and told I voided my warranty (which I have NOT) clearly, and now I would like restitution as I have no faith or trust in this company anymore and would like to have a reputable builder fix the problem before anyone gets sick from black mold. I have read so many negative comments I wish I had never purchased this barn shed at all. This has been an ongoing issue for months and I truly do not have the energy for this as I am a disabled senior citizen, as is my Army veteran husband.

  Business response

  09/13/2023

  Customer has altered the shed by putting water, electricity and insulation, the shed is not intended for animals to live in. The warranty was voided, we even try to help the customer out by fixing her issue if she would get the animals out so our installers go, but she refuses. 

  Thank you, 

  Backyard product. 

  Customer response

  09/13/2023

   First of all,  Under no condition, did I add water or Electricity. Nowhere in the warranty Doesn't say what I can and cannot put in my shed. They're building was not altered. The roof would have leaked no matter what was put in there. It's just an example of big company taking Advantage of the consumer, and not taking care of their warranty. It is advertised With all the pictures of what people have supposedly done with it. They're solution after month of avoiding me. Was to cut off half of the roof. Sadly this company will continue to Go on s****ing other consumers.
  Complaint: ********
  
  I am rejecting this response because:
  
  Sincerely,
  
  ******* *******

• Initial Complaint

  06/27/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  May 19, 2023 I had a shed installed at my property. After shed installation HeartLand Shed was to come out and paint my shed. It was a service that I paid for. So far HeatLand Shed has not been out to finish the job and paint my shed. I've emailed the company several times and called their office several times. Every time I call someone tells me that someone will be out to paid within the next week or so and nobody shows up. Last time I called (mid-June) I was told this was their peek season and the person who services my area is out of the country. I've been waiting since May to have my shed painted, pre-peek season and there has to be more than one person to service my area. I asked to speak with a manager and was told the manager was out. I asked to have the manager call me upon their return, I never received a call back. I want what I paid for which is to have my shed painted. And at this point in time I would like some form of compensation for the inconvenience. This is ridiculous and not good customer service.

• Initial Complaint

  11/30/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a shed from Lowe's and Heartland installed it. I was going to take some time and I didn't want to wait so I was going to cancel the order. I was told my Andrew if I waited he would refund me 200 dollars for waiting. Never received this refund. I have called several times nothing. And the door key does not work. Called on this nothing

  Business response

  12/29/2022

  [BBB Transcription via Voicemail]

  Customer confirmed she received a refund and the matter has been take care of. 

• Initial Complaint

  11/04/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I ordered a shed from them in July 2022 to be professionally installed. After multiple cancellations, they finally came unannounced on a rainy Sunday afternoon to start building the shed. This was against their own policy, but their local installer drove from, it seems, two hours away. They did not speak English and did not know how to build the shed using the instructions. They took two days to build the shed, finished in the dark at 9:30pm and I did not approve the final. I took pictures the next day and emailed them to both the national chain and the local installer. They claimed not to receive them. Finally, after multiple emailed complaints, I was contacted in mid-October by the branch manager in Virginia. He said he would look at the photos and take care of it. I heard nothing back from him. I called their customer service to complain, and they said they escalated the issue and the branch manager would contact me that week. It has been three weeks. I have a shed that has many uneven trim cuts and not level transom windows and trim, and many gaps on the inside outside that caulking is not enough for. They did not install the shelf I paid for, either, nor left the material. Their lead man cussed at me. This was not a professionally done build. They left nails and water bottles all over my yard, too. They either need to rebuild it completely (because pulling it apart again would weaken the wood more than they did already) or at least give me a refund on the actual installation, which was at least a $1200 more than if I just got their kit and built it myself and done a much better job. This was not worth the $4500 paid, altogether, especially with missing shelf, no ramp (not sure if I paid for that) and wrongly placed vents on top of all the non-flushed walls, corners, and the gaps and misplaced tie-plates. I cannot even upload all the photos I sent them, there were so many things done sloppily--and they are stalling on fixing it.

  Business response

  11/29/2022

  [BBB Transcription via Email]

  From: **** ********* <*******************************>
  Date: Mon, Nov 28, 2022 at 5:25 PM
  Subject: ID ********
  To: ***************** <*****************>
  Cc: ****** ***** <***************************>
  
  
  Dear ******** ******,
  
  Thanks for sending the BBB complaint.  Everything was worked out with the customer *********** ******.
  
   
  
  What took place once we heard from the customer:
  
  On 11/11 received an email sent the prior evening that customer stated he had filed a complaint.
  After the weekend we reached out to Mr. ****** a couple times, leaving messages, with the last message on 11/15 mid-morning.
  He saw the missed call on his phone and called us back at 11:15
  We discussed the chain of events which happened, or rather didn’t happen while our manager was on vacation.
  He requested that we simply refund his installation fee and he would get a local contractor to handle the repairs (which were minor issues).
  We agreed and by 4 pm had an invoice correction submitted and it worked its way through the system by 11/17
  $1,000 refund was provided as you can see below.
   
  
  After our conversation, he was understanding and bore no animosity once he knew it was going to be resolved to his satisfaction. 
  
   
  
  The submission can be closed with a satisfied customer.
  
   
  
  Thanks.  ****

  Customer response

  11/29/2022

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

• Initial Complaint

  12/28/2021

  Complaint Type:

  Delivery Issues

  Status:

  Unanswered

  More info

  Order # ******* 3 missed installs, miss communication, lack or response from multiple calls and voicemails. Promised returned phone calls to rectify the situation and still no communication from the company. we have been waiting over a month for our shed install (Once it was scheduled) and have taken off multiple days to be here and ********* is a no call no show for all three appointments. They cannot give me an update on this even though my expansion kit was supposed to be "overnighted" a week ago so that they can get this set up and completed. Please see the attached documents of the events that have happened and the numerous attempts that I as a customer have already had to go through to get any kind of information or update.

  Business response

  12/30/2021

  From: Backyard Customer Service
  Date: Thu, Dec 30, 2021 at 8:05 AM
  Subject: Backyard Products, Llc Case # ********: BBB Complaint Case# ******** (Ref#**************************)
  To: *************************
  
  
  Dear Better Business Bureau,
  
  Thank you for emailing us.
  
  Case #********: "BBB Complaint Case# ******** (Ref#**************************)" has been created.
  
  Due to unprecedented demand for our products and services we are currently experiencing longer than normal response times. We apologize for any delays and will respond as soon as possible.
  
  For immediate assistance you may wish to visit our help portal at help.backyardproducts.com for additional online support and live chat options.
  
  
  Have a great day,
  Customer Service Team,
  Backyard Products, Llc

• Initial Complaint

  12/16/2021

  Complaint Type:

  Billing Issues

  Status:

  Unanswered

  More info

  Purchased shed: $4087.12 (includes shed and installation) Purchase date: ******, 2021 Installation date: ************* 2021 Shed installation was started on September **th but the installer was extremely slow and appeared to be having difficulties. When asked what was going on he assured us he knew what he was doing. Unfortunately, he installed many parts of the shed incorrectly. In addition, he dragged the lumbar pieces across our brand new paver pool patio and left blue and brown streak marks (even though my husband had asked him multiple times if he needed help carrying materials). I contacted the company about the improper installation as well as the property damage, they assured me they would take care of it within two weeks. After an endless number of phone calls the shed was finally repaired with new parts the end of November. We were encourage to file an insurance claim to address the property damage to our patio, but after much back and forth we found out the original installer's insurance was not active. At that point the company became very unresponsive to phone calls/emails. I have emailed them pictures of the damages multiple times and was assured someone would get back to me. I have been communicating with a customer care individual but he now refuses to call me back. He has refused to give me an insurance policy number for the company and they refuse to pay to fix the damages. The most they have offered is a $200 credit and I told them that does not pay for the damage. I have indicated we estimate the damages to be $1200 to replace the pavers that were damaged (some stains are on the pool coping and the border which is cemented in). I would like the company to 1) take responsibility for the property damage and 2) recognize the truly awful customer experience and refund us money so we can repair the patio.

*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. ↩