ComplaintsforGraceland Portable Buildings

• Initial Complaint

  08/23/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On June 19, 2024, I purchased a shed from ******* ********* *** of New Bern, On June 24th my shed was delivered. As it was being set on the cement blocks, I noticed damage to the bottom, right corner of the building, brought it to the gentleman’s attention, and that made me start looking around the shed. I found damage on the door and on the backside of the shed the gentleman told me to call the number and file a claim as well as he noted it on the delivery sheet all of the damage and where the damage was so that it was noted upon delivery. I immediately called Graceland portable buildings at ************** I was instructed to take pictures and send them the pictures fill out the paperwork by email and file a claim. I did that they notified me by email that they would send someone to do the repairs on the building. Six weeks later a young man showed up and explained the door would have to be replaced and he would use a wood filler to repair the right corner and paint the backside. Same thing he called Graceland sheds claims repair department. They said they will not replace the door and instructed him to use wood glue and wood filler. I told him that was not acceptable. I then sent an email to Graceland Sheds and explain my disappointment in them not doing the repairs the right way. I Purchased a brand new building off the lot and did not expect it to come with so much damage and I’m not willing to repair it. A gentleman name **** ****** called and offered me a $250 gift card and the gentleman would come out and do the repairs the way they had spoke about I said OK I received an email to sign for the visa gift card, excepting that and no further complaint for the damage however, it did not state that the gentleman would do the repairs as well as the gift card, I got back in touch with **** ******* He said that he would talk to them and he would fix it. He text me back and said he could only give the gift card so he went back on what we agreed to

  

  Business response

  08/30/2024

  ****i, 

  The employee who offered you to both repair the building and give you a gift card is new in his role and made an error in offering both to you. Because we strive to always keep our word and our commitments, we are going to honor his offer to you anyway. 

  Now go enjoy the best quality portable building made in America -- your Graceland Portable Building -- for the rest of your life! 

  Sincerely,

  The Customer Care Team

• Initial Complaint

  04/11/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Purchased a shed from East Carolina ********* *** of Jacksonville, a franchise of Graceland Portable buildings. Upon receipt of the shed it was noted by delivery driver that paint had been thrown throughout the interior of the shed and looked like it had been vandalized. After making complaint directly with Graceland Portable buildings the dealer had told them that the paint was in there before purchase which we had not seen. Sales person never walked through shed with us during our appointment and implemented high pressure sales tactics by accepting a walk in customer during our appointment that wanted to purchase the same shed. It is going to cost approximately $600 dollars to remove thrown paint and refinish the interior of the shed to prevent damage from damages and deterioration from removal of protective barrier. Company offered $250 and a hush wavier saying we are happy with remediation or that we would liable to pay $500 for a change order and removal of current shed. Additionally my name was spelled incorrectly on contract which my wife pointed out to the sales person, we were told that would be fixed later and that issue was also not remedied.

  

  Business response

  04/15/2024

  Dear ***,
  
  Our dealer first met you as you were coming out of the building you purchased with the paint already splashed on the interior. You said you wanted to purchase the building despite the splashed paint, so we let you purchase it -- even though another customer who was also on the lot wanted to purchase it. Your decision to purchase it prevented us from selling it to the other customer who wanted also wanted it. There were no high-pressure tactics used. We were kind and courteous and let you purchase the building even though the other customer wanted to purchase it as much as you did.
  
  We asked you to please carefully review the purchase agreement before signing it to make sure you understood all of the terms and to ensure everything was correct and accurate. If the name was spelled incorrectly on the purchase agreement, then why did you sign the agreement rather than asking for it to be corrected before signing it?
  
  If you did not want the building with paint splashed on the interior, why did you buy it instead of letting the other customer purchase it in the first place? If you did not want the building with paint splashed on the interior, then why did you sign the "Happy Sheet" when it was delivered saying you were pleased with it?
  
  We were kind enough to offer you a $250 Visa gift card to help cover the costs of removing the splashed paint or to pay to have it painted over. We are now withdrawing that offer.
  
  We did not ask you to sign a "hush waiver." Why would we do that when you agreed to purchase the building with the splashed paint from us in the first place instead of letting the other customer who wanted to purchase it from us do so? What we asked you to sign was an an agreement which stated that if we gave you a $250 Visa gift card as a voluntary act of goodwill on our part that you would accept it and not bring up the splashed paint issue again in the future after you spent the $250 Visa gift card.
  
  Sincerely,
  The Customer Response Team 
  

  Customer response

  04/15/2024

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

  when the sales person arrived we were not currently walking out of that building. It seems you have denied our request to pull the CCTV footage to prove that. We never entered that building with the sales person as she immediately pulled us into the office to show us the custom build application on her computer. As far as signing the “happy sheet” we did that so that the delivery driver could make his next 5 deliveries scheduled for that day as he called customer service from his phone when he also noticed the interior of the building had appeared to have been vandalized. 
  
  Sincerely,
  
  *** *******

  

  Business response

  04/22/2024

  ***,
  
  We keep careful records of all interactions with our customers. The second time you spoke with us, you told us you did not see the paint splash when you were "inside the building" at the lot.
  
  The truth is, it really does not matter. Another customer wanted to purchase this building, yet you purchased it with the paint splash so they could not. It was your responsibility to inspect the building before making the purchase. It was also your responsibility to inspect the building at delivery before accepting it and signing the "happy sheet" saying you were satisfied with the building delivered and installed as-is.
  
  The fact that you voided the warranty by painting the interior is clear indication you intended to keep the building. Your painting the interior prevented us from being able to offer you the alternative option we discussed with you which was to let you change out the building with another you viewed on the lot, and only charge you for driver pick up fees for the old building. This offer is now not available due to the modifications you made to the interior.
  
  For all of these reasons, we are unable to offer you a refund of your purchase price for this building.
  
  On the positive side, you now own the best-built portable money can buy. We wish you much happiness and satisfaction as you enjoy its use in the years to come.
  
  Sincerely,
  The Customer Complaint Response Team 

• Initial Complaint

  04/08/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  My building was essentially stolen from me by my father. When the bill was due I did not pay it. Asked the company to repo it for me. Instead they conspired with my father to put it into his name, after i have spent almost 15-20k on it so they can get the rest of their 2k-3k. So i guess yay? Free building for him. Reverse these transactions and repo the building. I dont want my money back, i dont want any money from this business. I want you to repo your building. Resell it to someone else. But dont let this thieve keep it. How u changed the customer name is beyond me. This main listed is not who signed for this building. Or whos name is on the contract. ***** ****** name is on the contract

  

  Business response

  04/22/2024

  *****,
  
  We have no record of your name (***** ******) being on either the original rent to own agreement or on the replacement rent to own agreement that we completed when the first agreement went into default for non-payment. 
  
  Given this, we cannot honor your request to have the building repossessed. 
  
  Sincerely, 
  The Customer Complaint Response Team 

  Customer response

  04/22/2024

  
  Complaint: ********
  
  I am rejecting this response because: Do I need to get the original owner (who is my wife) to file the complaint? Her name was on it. We could not add mine...However u where able to change hers off the agreement..... Though her name has changed since then, it is now with my last name...So im guessing thats another reason to not honor things? 
  
  Sincerely,
  
  ***** ******

  

  Business response

  04/23/2024

  Dear *****, 
  
  As stated in our rent to own agreements, buildings obtained from us via rent to own agreements remain our property until they are paid in full. Because our original customer, ***** *****, stopped making payments on the original rent to own agreement for the building, after repeated notices to *****, her rent to own agreement went into default and we scheduled a repossession of our building. 
  
  ****** ****** learned of our plans to repossess our building, contacted us, and asked us if he could pay all missing back payments and fees, and establish a new rent to own agreement with us for our building. We accepted his proposal. He paid all missing back payments and fees and has remained current on his rent to own agreement ever since. 
  
  If you can provide government-certified legal proof that you own the land upon which the building sits, we will notify ****** that he has to relocate the building to a different property that he owns or has legal rights to if he wishes to continue in his rent to own agreement with us. 
  
  If you are unable to provide government-certified legal proof you own the land upon which the building sits, we will continue to honor our rent to own agreement with ****** and will continue to allow him to keep the building as long as he remains current on his rent to own payments, or until he pays it off in full, whichever occurs first. 
  
  Sincerely,
  The Customer Complaint Response Team 

• Initial Complaint

  03/21/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  We purchased a building which was delivered about 4 weeks ago. Included in the price was building tie downs. Since we are in a tornado prone area, this was an important part of our decision making process. When the building was delivered and we asked about tie downs, we were told "I don't know nothing about no tie downs, and this thing ain't going nowhere." Yes it will. We lodged a complaint with the delivery company who said they would let Graceland know. 2 weeks later we hadn't heard anything, so I called Graceland and was told we would have to contact the delivery company. We had bad weather coming in, so we installed or own system, anchoring the building down with 4x4s sunk 3' into the ground and cement poured around them. NOW the building is not going anywhere. We have asked Graceland for a $100 refund which was our cost of materials. They are still referring us back to their subcontractor delivery person.

  

  Business response

  03/22/2024

  *****,

  Please accept our sincere apologies for this. We pay our delivery partners good money to both deliver and tie down our buildings. Thanks for letting us know so we can follow up with this delivery team to make sure they clearly understand they are always required to both deliver and tie down all of our buildings. 

  We feel your request is fair and will send a $100 gift **** immediately to the contact information you provided in your correspondence with the Better Business Bureau. 

  The great news is you now own the highest-quality building available in America today and can enjoy it with your family for the rest of your life! We wish you every happiness as you do so! 

  Sincerely,

  Your friends in the Customer Care Team

• Initial Complaint

  02/26/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Ordered a portable bldg. they brought wrong size as well as built to someone else’s plan, told them it wasn’t right bldg and they acknowledged it, picked it up following week and refused to return my down payment

  

  Business response

  02/26/2024

  Dear *******, 

  
  

  We have a signed sales order (enclosed) and photograph (enclosed) which clearly show you received the custom building that you ordered. The rent to own agreement you signed clearly states that if you change your mind on a custom building Graceland goes to great expense to custom build for you and then choose to return it rather than make all of the payments on your rent to own agreement, your initial down payment is not refundable. This is our only recourse for recovering a fraction of the significant expenses we incur building custom buildings for our customers. 

  
  

  Sincerely,

  The Customer Complaint Response Team 

  
  

  Enclosures:

  • Custom Order Signed by ******* ******* on 11-9-23
  • Photo of Custom Building Delivered to ******* ******* 

  

  Business response

  02/27/2024

  Dear *******, 

  
  

  We have a signed sales order (enclosed) and photograph (enclosed) which clearly show you received the custom building that you ordered. The rent to own agreement you signed clearly states that if you change your mind on a custom building Graceland goes to great expense to custom build for you and then choose to return it rather than make all of the payments on your rent to own agreement, your initial down payment is not refundable. This is our only recourse for recovering a fraction of the significant expenses we incur building custom buildings for our customers. 

  
  

  Sincerely,

  The Customer Complaint Response Team 

  
  

  Enclosures:

  • Custom Order Signed by ******* ******* on 11-9-23
  • Photo of Custom Building Delivered to ******* ******* 

• Initial Complaint

  02/05/2024

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  On 12/18/23 my shed was delivered. Instead of being transported onto my property on wheels, it was drug on it's skids up my driveway and pushed onto my rock pad that I had paid to have made for my shed to set on. When pushing the shed onto the rock pad, the skids pushed my rock to the back leaving very little pad for my shed to set on. It was cold and I was not out watching all the time so when I came out to check, this is how it was. My property had been damaged. The driver and I talked about it and I asked him to set my shed up on blocks to make it easier for Graceland to come and put wheels under the shed, move it off the rock pad, and fix it back like it was, and he did. He knew that I was not satisfied with the damage because like it was, it was a waste of money on my part. I paid to have dirt and rock hauled and also to have someone make my pad for my shed to set on. The driver presented an electronic tablet and asked me to sign showing that he had delivered my shed, which I did. I believed what he told me. I signed with my finger. As time went on I have been in touch with Stephanie Walker via email. Graceland refuses to come and restore the property damage and set my shed down on it. They sent me a $200 gift card, which I consider an insult. I am 81 years old and unable to pay any more since this has drained my savings account. Also, I have reached out to *** **** the dealership that I purchased from, and no success with him either. All I want is for them to do right by me and come and fix what they damaged. My shed is setting all this time up on blocks, I can't even get in it let alone use it. I have been very patient and willing to work with this company, but they have made it impossible so I am reaching out for help to the only place that I know of that can possible pressure them into doing what they should do! Since they have done me this way I now wish I had purchased from their competitor whom I was considering at the same time!!

  

  Business response

  02/05/2024

  *****

  After the review of your complaint that the driver moved the gravel of your gravel pad to the back by installing your building, the following was decided: 

  Graceland sent you a VISA Gift Card to assist in 1 of the 2 options: 1) Purchasing a ramp, so that you may have the use of your building, or 2) Funds to go toward hiring someone to spread the gravel out evenly. 

  The reasons for this decision was as follows: 

  The driver went over the scenario prior to installing the building, and before he proceeded with the installation, he was given the go ahead to set the building as instructed. 

  The driver explained why he was not able to use the wheels and roll the building onto the gravel pad, which was due to placement of where the building had been decided to be placed, with low hanging branches / limbs, and a fence, and due to safety concerns that the building would tip over, which is always a main focus with the installation of any Graceland building. 

  The repairman's offered service to spread the gravel back into place was declined. 

  The acceptance of delivery was signed, and by being signed the customer accepts the delivery of the Graceland building. 

  We feel our $200 Gift Card was more than generous given the above details and the minor cost of moving some gravel around with a rake. 

  Sincerely,

  The Customer Complaint Response Team 

  Customer response

  02/06/2024

  
  Complaint: ********
  
  I am rejecting this response because:  The driver did say all that was in the response, however, my reply to the driver was not told.  I did not agree with him and told him that I knew that many other businesses delivered sheds much bigger than mine, put them on wheels and rolled them on the pads and set them down without any damage to the pad.  My daughter just had that done and her garden shed is bigger than mine.  There were no low hanging limbs only one, it was small and I gave him pruners to cut it off which he did. The fence was in the back of the building which posed no problem with rolling the shed onto my pad.  Since he said that he could not do that but could only deliver it like he did, I suggested he put it up on blocks to make it easier for whoever Graceland sent to fix the damage.  He did offer to spread the rock, but I knew that he would not be able to do it right with the shed up off the ground only about a foot.  NO WAY could anyone spread rock under a building like that, it is not possible.  So for Graceland to even repeat that offer blows my mind!  I paid say more that $200 for my rock pad and the $200 VISA card was an insult to me.  I did not accept it but it was sent anyway.  I have the email to prove that.  I want this company to fix my property that they damaged and do it right.  As I said before, I signed a tablet, not a paper that I could read.  The driver told me that it by my signing I showed that he delivered my shed which he did.  I was not aware that my signature was for "acceptance" of "how" my shed was set. I have NEVER had this kind of treatment from anywhere else that I have purchased from.  Most businesses want to make their customer's happy.  I'm not asking for ANYTHING but for them to do the RIGHT thing by me and fix what they destroyed!!

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

  

  Business response

  02/07/2024

  *****

  The way we delivered your building is the way almost all portable buildings are delivered. We know because we have delivered hundreds of thousands of them, plus we partner with the best delivery personnel in the business, who have delivered hundreds of thousands of buildings for other portable building companies in addition to our own. Using this delivery method, we have earned the highest customer satisfaction ratings in the portable buildings industry. We are truly sorry you are not satisfied with the way that most portable buildings are delivered. 

  Given that we have already sent you a $200 Visa Gift Card for your to rake your gravel back into place, we are accepting your offer of picking up our building and refunding your payments. 

  Please call us at 888-GRACE-04 to schedule a time for us to pick up our building so we can issue you a full refund. 

  We wish you nothing but the best,

  The Customer Complaint Response Team 

   

  Customer response

  02/07/2024

  
  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

  01/08/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  We purchased a 12' x 32' Graceland shed the beginning of May 2023 with delivery expected within 4 to 6 weeks or by the end of June 2023. After numerous calls to our local distributor, our shed was finally delivered September 25th, three months late. Either during delivery or transportation, two of the 4 skids under the shed were damaged. One is split and the other seriously twisted. We immediately filed a warranty claim, which was taken by Graceland Portable Buildings with no problem, however we are still sitting here, January 5, 2024 and the shed still hasn't been repaired, fixed or replaced. We have been unable to use the shed because Graceland needs to lift the shed off the ground to replace the skids. Since filing the warranty claim, we have been contacted three times, by 3 different repair techs, claiming that they will fix the shed. We have been told: they will fix the shed once they figure out how; they need to coordinate the manpower and the equipment needed to lift the shed off the ground; they need to locate replacement skids; and most recently we were told, I'm sorry, I'm new and need to find out how to repair it. The last communication we heard from Graceland customer service was that they currently do not have a repair person and don't have an estimated date when the shed will be repaired, however our payments are expected to be made. Since we are unable to use the shed as intended, we just want the shed returned and picked up! We put $5,000 down for this $17,000+ shed and every promise made by Graceland has been broken. We are so dissatisfied with our decision to purchase this shed and customer service has been non existent. We are asking for a full refund of our deposit, cancellation of the contract and removal of shed from the property.

  

  Business response

  01/14/2024

  Dear *****

  Thank you for requesting the building be returned in exchange for a refund. Once it has been picked up and taken back to the lot, it will be assessed to confirm no modifications have been made or damage to the building beyond the damage to the skids that has already been reported. Once we can confirm that the building condition has not been altered beyond the current skid damage, then a full refund will be issued via check. 

  Sincerely, 

  The Customer Complaint Response Team 

  Customer response

  01/16/2024

  
  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 would however like for the BBB to help us coordinate with Graceland a date and time for the shed to be picked up.  They have our number.  Thank you for your help and quick response.
  
  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. 

  Customer response

  01/23/2024

  
  Complaint: ********
  
  I am rejecting this response because: In my response last week I asked for your help in coordinating the pick up of the shed we are disputing and to follow through to make sure we receive our refund. We haven't been contacted by Graceland.
  
  Sincerely,
  
  **** ********

  

  Business response

  01/23/2024

  *****

  Our corporate dispatch team just informed us you have agreed to allow us to pick up the building this week. Thank you for working with us to get your concerns resolved as quickly as possible. 

  Sincerely,

  The Complaint Response Team 

  Customer response

  01/29/2024

  ********** ********
  
  Just wanted to let you know that the shed was picked up yesterday.
  
  We are hoping we will get a call from Graceland that the shed has been inspected and that they will be issuing us a check.
  

  
  

  
  Sincerely,
  
  

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

  Customer response

  01/29/2024

  
  Complaint: ********  
  

  Just wanted to let you know that the shed was picked up yesterday.
  
  We are hoping we will get a call from Graceland that the shed has been inspected and that they will be issuing us a check.
  

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

   
  

  

  Business response

  01/29/2024

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

  The inspection has been completed and your refund check is scheduled to be mailed to you this Wednesday, January 31st. 

  Sincerely,

  The Customer Complaint Response Team 

  Customer response

  01/30/2024

  
  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

  01/04/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  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

  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 response

  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

  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 response

  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

  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

  12/21/2023

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  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

  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 response

  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 response

  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

  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 response

  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,
  
  **** ******

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• Initial Complaint

  10/10/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  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

  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 

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