Complaints

• Initial Complaint

  11/09/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I purchased a 30x40 by 12 feet high garage in the fall of 2023 and it was to be installed. On January 7th 2024 they constructed my garage. They showed up with a truck that was uncovered and full of salt on all the metals. Once the garage was installed I noticed there was rusting starting to happen on the base rail which was the first thing they installed. Looks like it was defective material. I proceeded to call TOL and dealing with my dealer I got no response I was told I must have done something. They said they would come back out and fix the rusting but when the crew showed back up they looked at it and said I have been building these garages for 15 years and never seen rust like that after less than one year of being up. All they wanted to do was spray paint over the rust and call it good, I said no way and wanted it replaced. Once I told them I want to have the whole garage replaced I stop getting responses back. Im not even looking for my money back I just want all the framing changed out and replaced.

  

  Business response

  11/11/2024

  Mr. *********** Please be patient while I take a look at all the notes and will get back to this resolution. 

  Customer response

  11/11/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and I accept it.

• Initial Complaint

  06/05/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I purchased a 24'x25' garage from TOL Buildings which was erected around the of end ***** of this year. The windows were to be evenly spaced, but 1 window in the back was 2 1/2 feet off where it was suppose to be. I brought the problem to the attention of the dealer, Sheds Direct of ********* where I originally ordered the garage. They informed TOL Buildings who actually sold and erected the garage. They contacted me around May 1st and agreed to refund $300 or fix the problem. I opted for the refund. I was suppose to get a check from them by the end of May. It's now early June and they have yet to send the refund or fix the problem.

  

  Business response

  07/17/2024

  According to our accounting office, check was sent out to customer on June 3th, 2024.  ************ if you have any questions regarding this matter feel free to reach out to us ************.

• Initial Complaint

  07/26/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  My building was completed with the incorrect color garage door in May. I have talked to the company several times. Debbie is the name of the lady that setup the service. She has stated that the owner of the business told her that he would replace the door. I think his name is Fernando. As of today, I still have a yellow door. I made a comment about this concern the day the building was complete in writing and by phone call.

  

  Business response

  07/26/2023

  TOL has been in contact with customer several times. TOL confirm with pictures over text messages and over call the color that customer wanted on door. TOL took want the customer confirm and ordered. Customer did not like the color of door. TOL is willing to go and replace door at customer expensive since TOL is not at foult. 

  Customer response

  07/26/2023

   I am rejecting this response because: what is the name of the business that is at fault. Why was Mrs. Debbie told by the owner that it would be replaced. Who can verify my color options that were presented to me after I said I did not want Ivory?
  
  
  

  Customer response

  07/26/2023

  Here is proof of the color I requested.

  Customer response

  07/27/2023

  Can we get a response from them regarding my last attachment 

• Initial Complaint

  07/12/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Paid $4524.20 03/01/2023 and $16908.31 04/14/2023. Purchased a 24'x40'10' metal garage with 12'x40'x8' lean-to in clay colored side wall panels and burnished slate colored roof. Job started and stopped; 04/12/2023-04/14/2023. Issues: 1-Bowing and gaps in trim pieces 2-Lean-to wall and anchors are propped up on bricks/pavers that they removed from my landscaping without permission. 3-Fascia on lean-to pieced together and bowing with gaps. 4-Poor cuts with gaps on wall panels around truss supports. 5-Trash and screws and jagged pieces of metal paneling left all over gravel driveway. 6-Busted newly poured concrete in several spots 7-Poor cuts with gaps along wall above lean-to. 8-Door into garage doesn't shut properly and poorly hung 9-(Noticed color difference 04/24/2023 emailed and texted pictures) The entire roof is not the burnished slate color I ordered. (Roof on my home garage adjoins to is burnished slate. A month prior to build, 03/02/2023, JW R****** Project Manager, texted me pictures of burnished slate colored building they just constructed, and those pictures do not match the color that was put on my garage.) 04/15/2023 Contacted JW R***** and William via email with pictures and descriptions. 04/17/2023 JW R***** emailed back and said getting in touch with repair department. Spoke with Sarah in repair department several time during the week of 04/17/2023 about a resolution until she stopped taking my calls. 04/24/2023 Spoke with JW about Sarah not taking my calls. 04/25/2023 JW emailed me new contact Alisha to resolve my issues. Talked to Alisha several times during week of 04/27/2023-05/01/2023. She asked for more pictures of roof and sent via email 6 more pictures of roof from different angles. After Alisha stopped taking my calls. 05/01/2023 Talked to JW and had me call Yessar to resolve my issues. 05/01/2023-05/04/2023 Spoke with Yessar several times and gave me the run around about the issues. Estimate to repair $8500

  

  Business response

  06/14/2023

  ****
  
  We are sorry for all the trouble you have gone through with your building project. You originally approached us back in 2021 about a tubular steel building. You reconnected this year with JW R****** a salesperson for our company, and purchased a 24x40x10 steel building with a lean-to. Our company, ****** ***** * ********* ********* is a dealer for these steel buildings. We serve as the sales arm and market and sell these steel buildings, of which our respective manufacturers then work to fabricate, schedule, and install the building. TOL buildings was set to install your building out of their Youngstown, Ohio plant. They came, installed the building, and left with your signature on our “Happy Sheet”, which is where the customer and installer both sign stating that the project has been completed and the customer is happy with the end result.
  
  Nearly a week after completion of the project, you did address some concerns of damages to the trim and fascia of the building with JW R***** and our company. We passed the pictures off to the service department at TOL Buildings to get a repair request submitted. The service request was submitted and we were simply waiting to get a scheduled date. Ten days later, you brought up the difference in the colors of the roof on your house and newly installed garage. JW R***** also submitted these pictures to TOL Buildings. Upon examination, they determined this was in fact their burnished slate color that was installed on the roof. From the pictures, it does in fact appear to be somewhat lighter than the existing sheet metal on your house; however, as with any color, there are various shades of a color. It is possible the paint manufacturer for TOL Buildings is different from whoever installed the roof on your home.
  
  In response to this conclusion, you demanded $8,500.00 from TOL Buildings so you could pay someone locally to tear down and reinstall the same sheet metal that is on the roof of your house. They declined this option, told you they installed the proper roof color and would be unable to do anything with that, but did offer to repair the other damages to the trim and fascia of your building. Your response to this was a threat to file a lawsuit, as you were unhappy with the provided solution.
  
  As the dealer and sales arm of the building, we no longer have any control over this matter. We have been a consistent go-between to relay information between you and TOL Buildings, but the issue with your building is entirely related to their manufacturing and installation process. This issue has nothing to do with our responsibility of selling you the building, but has everything to do with the manufacturing and installation of the building, which was handled by TOL Buildings. We are very sorry for the trouble you have gone through, but suggest you reach out directly to TOL Buildings, as the disagreement lies between you and them.

  Customer response

  06/20/2023

  ---------- Forwarded message ---------
  
  
  Complaint Number # ********
  
  My response to ****** ***** response to my complaint towards the garage installation.
  
  
  I reconnected with JW, Vice President Business Operations, back in late February of this year. Since my first conversation with JW, I was led to believe that ****** ***** would be doing the project. Never was anything mentioned to me about a completely separate company building my garage nor have I found anything of that nature stated on ****** ***** website. 
  
  Nearly a month after my garage was installed, JW finally told how ****** ***** process works. ****** ***** states in their response to my complaint that they use respective manufacturers. TOL, the manufacturer that ****** ***** sent me, has an "F" rating with the BBB. TOL has long list of complaints stemming from poor craftsmanship and quality to a lack of resolving issues that arise from their manufacturing. ****** ***** states nothing of or about TOL on their website.
  
  ****** ***** states in their response to my complaint I addressed concerns with JW over the damages to the trims, fascia's (but failed to mention the damage to the door, side wall panels, damage to my concrete, the lean-to anchored on paver blocks taken from landscaping, and the numerous pieces of cut metal paneling, trash and dozens of screws scattered throughout my gravel driveway) nearly a week after the garage install. This is inaccurate. I notified JW and William via text and email the very next day after they finished garage install. I addressed the garage roof being the incorrect color 10 days after.
  
  I have been in and out of the hospital and dealing with some health issues and did not notice the incorrect color right away. JW knows of my situation. Check emails and text messages I sent JW for accurate dates and times.
  
  03/02/2023 JW sent me pics via text message of a building ****** ***** installed on their Urbana lot with burnished slate colored metal panels. The metal roof color they installed on my garage doesn't match. The metal on my home is burnished slate. The metal roof on my garage they installed is vastly different in color. Upon conversations I had with JW, he agreed the metal roof they installed did not look like burnished slate.
  
  Once again, the statement from ****** ***** of me "demanding" $8500 is inaccurate. During the time of my conversations with five different people from TOL that JW directed me to: William, Sarah, Alisha, Karen, Yessar, as well as JW from ****** ***** and going around in circles coming to no resolution, I got an estimate from a local contractor to repair all the damages. He came up with a cost of $8500. At this point, confidence and all trust that ****** ***** and TOL would do the repairs accurately was gone. I told JW that I did not want to take legal action due to not getting from ****** ***** what I was promised and paid for, but I felt they were forcing my hand. More so, with my medical issues, I did not need or want the extra stress of trying to resolve the garage issues for the past couple of months.
  
  In the end, I contracted ****** ***** to install a $21,432.51 garage and they did not deliver per agreed upon contract. I had no say in TOL. ****** ***** made the decision to use TOL, an "F" rated company according to the BBB.
  On Friday, June 16, 2023 at 04:34:02 PM EDT, ******** ***** <********************> wrote:
  
  
  ******** *****
  Complaint Number ********

  Customer response

  06/21/2023

  ---------- Forwarded message ---------
  From: 
  Date: Fri, Jun 16, 2023 at 5:19 PM
  Subject: ******** (Written response)
  To: 
  

  
  
  

  Complaint Number # ********

  
  

  My response to ****** ***** response to my complaint towards the garage installation.

  
  

  
  

  I reconnected with JW, Vice President Business Operations, back in late February of this year. Since my first conversation with JW, I was led to believe that ****** ***** would be doing the project. Never was anything mentioned to me about a completely separate company building my garage nor have I found anything of that nature stated on ****** ***** website. 

  
  

  Nearly a month after my garage was installed, JW finally told how ****** ***** process works. ****** ***** states in their response to my complaint that they use respective manufacturers. TOL, the manufacturer that ****** ***** sent me, has an "F" rating with the BBB. TOL has long list of complaints stemming from poor craftsmanship and quality to a lack of resolving issues that arise from their manufacturing. ****** ***** states nothing of or about TOL on their website.

  
  

  ****** ***** states in their response to my complaint I addressed concerns with JW over the damages to the trims, fascia's (but failed to mention the damage to the door, side wall panels, damage to my concrete, the lean-to anchored on paver blocks taken from landscaping, and the numerous pieces of cut metal paneling, trash and dozens of screws scattered throughout my gravel driveway) nearly a week after the garage install. This is inaccurate. I notified JW and William via text and email the very next day after they finished garage install. I addressed the garage roof being the incorrect color 10 days after.

  
  

  I have been in and out of the hospital and dealing with some health issues and did not notice the incorrect color right away. JW knows of my situation. Check emails and text messages I sent JW for accurate dates and times.

  
  

  03/02/2023 JW sent me pics via text message of a building ****** ***** installed on their Urbana lot with burnished slate colored metal panels. The metal roof color they installed on my garage doesn't match. The metal on my home is burnished slate. The metal roof on my garage they installed is vastly different in color. Upon conversations I had with JW, he agreed the metal roof they installed did not look like burnished slate.

  
  

  Once again, the statement from ****** ***** of me "demanding" $8500 is inaccurate. During the time of my conversations with five different people from TOL that JW directed me to: William, Sarah, Alisha, Karen, Yessar, as well as JW from ****** ***** and going around in circles coming to no resolution, I got an estimate from a local contractor to repair all the damages. He came up with a cost of $8500. At this point, confidence and all trust that ****** ***** and TOL would do the repairs accurately was gone. I told JW that I did not want to take legal action due to not getting from ****** ***** what I was promised and paid for, but I felt they were forcing my hand. More so, with my medical issues, I did not need or want the extra stress of trying to resolve the garage issues for the past couple of months.

  
  

  In the end, I contracted ****** ***** to install a $21,432.51 garage and they did not deliver per agreed upon contract. I had no say in TOL. ****** ***** made the decision to use TOL, an "F" rated company according to the BBB.

  

  Business response

  06/26/2023

  ****
  
  No one from our staff intentionally led you to believe we would be installing the building ourselves. Our website and everything surrounding our company describes us as a “dealer” for these steel buildings. We are simply the sales arm, and consistently advertise ourselves as such. The claim that you never knew who would be installing the building is false, as you had to choose colors and sign a lengthy contract with TOL Buildings as to the terms and conditions of the installation process. The contract with several of your signatures and initials in the designated places is attached for reference.
  
  In regards to the BBB rating for TOL Buildings, they have worked very hard to rebrand themselves and do good work in light of a change of upper-level management in recent years. We have a network of fourteen manufacturers and pride ourselves on working with companies that do great work for us and our customers. TOL Buildings has consistently done great work for us, and this is one of the very few complaints we have ever received with their work. We will continue to monitor the work that TOL Buildings and our other manufacturers do for our customers in an effort to provide the highest quality service and product on the market.
  
  As stated in a previous response, TOL Buildings worked to provide a resolution to fix the damages to your structure. Your building comes with a one year workmanship warranty, within which all of the damages to your structure fall under with the exception of the roof color controversy and the use of blocks to level your lean-to, as the gravel you had in place was several inches below grade of the concrete slab of the main structure. This policy is outlined within the signed contract. TOL Buildings declined your proposed solution of an $8,500.00 settlement for a local contractor to tear down and reinstall a roof that matches the current roof on your house, as they stood by their statement that they installed the proper roof color and would be unable to do anything pertaining to that. In response, they did offer to repair the other damages to your building. Your response to this was a threat to file a lawsuit, as you were unhappy with the provided solution.
  
  As the dealer and sales arm of the building, we no longer have any control over this matter. No refunds will be given from ****** ***** * ********* *********, as the issue lies with the manufacturing side of the project, TOL Buildings. We have been a consistent go-between to relay information between you and TOL Buildings, but the issue with your building is entirely related to their manufacturing and installation process. This issue has nothing to do with our responsibility of selling you the building, but has everything to do with the manufacturing and installation of the building, which was handled by TOL Buildings. We are very sorry for the trouble you have gone through, but encourage you to reach out directly to TOL Buildings, as the disagreement lies between you and them. God bless you, and we hope your health improves!

   

  
  

  
  
  

  *****,

  
  

  Can you please add this file to our recent response this morning to *****.  Thank you so much, This file closes the case with ****** ***** being on the hook for what he is asking for.  We are the dealer, he needs to work it out with TOL and stop asking us for $8,500.  It is unfortunate but that is what it is.

  
  

  Thank you for your time, 
  

   

  
  

  

  Business response

  06/27/2023

  From:
  Date: Mon, Jun 26, 2023 at 9:52 AM
  Subject: Complaint ID ********
  To:
  
  
  *****,
  
  Can you please add this file to our recent response this morning to *****.  Thank you so much, This file closes the case with ****** ***** being on the hook for what he is asking for.  We are the dealer, he needs to work it out with TOL and stop asking us for $8,500.  It is unfortunate but that is what it is.
  
  Thank you for your time, 
  
  --
  
  
  
  
   
  

  
  

  Customer response

  06/28/2023

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: ********
  

  I am rejecting this response because:

  -The issues to my garage are unresolved

  -I was misled by ****** ***** to think they were going to be responsible for garage assembly. I was never told how ****** ***** operations work.

  -As a consumer I would never pay $4524.20 to a company (****** *****) to unknowingly be sent by ****** ***** to a completely different company (TOL) with an “F” rating and a long list of complaints for the exact issues I’m going through.
  
  -I never asked ****** ***** for $8500. I have merely stated in my complaint and in conversation with JW that $8500 is the estimate for repair. I am going through BBB seeking a “refund” of $4524.20, the money I paid ****** *****. 

  Regards,

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

  Customer response

  07/06/2023

  Complaint # ********

  02/28/23 JW sent quote and paid $4524.20 to ****** ***** over the phone. JW then told Raegan, ****** ***** employee, would be sending via email additional paperwork to sign. Never once did JW tell me that TOL would be the labor/ installer. Never once did he state to me ****** ***** is just a dealer and does no labor/install.
  

  03/01/23 Raegan from ****** ***** sends me via email TOL manufacturing contract back dated to 02/28/23. At this point I'm thinking ****** ***** does the install/labor to which I paid the $4524.20 and TOL is where ****** ***** gets the material and has the prefabricated metal garage manufactured.
  

  Mr. O**** was never privy to any conversation I had with JW. I never once spoke with Mr. O**** prior to filing this BBB complaint. For Mr. O**** to states he knows what I think, thought, or how I perceived/interpreted conversations with JW or anyone else is dishonest. Mr. O**** states ****** ***** is just a sales arm according to their website. See attached photos of their website which indicates to me otherwise.
  Colors were chosen with JW of ****** *****, not TOL. The contract with TOL was sent by Raegan of ****** *****, not TOL. ****** *****/JW collected $4524.20 prior to any TOL contract being sent. My understanding was the $4524.20 to lock in the ****** ***** labor/install and the $16908.31 was for the material/manufacturing of the prefabricated metal garage that ****** ***** would install.
  

  The garage roof color I discussed with JW, not with Mr. O****, was to match my existing metal roof color of Burnished Slate. I expressed the importance on it matching because the garage was to butt up against the house. Never once did JW state Burnished Slate color may vary depending on where its manufactured. Never once did JW offer to come to my property to make sure metal color would match. Never once did JW state that my lean-to would be put on blocks or blocks taken from my own landscaping, nevertheless. Nor does ****** ***** website indicate that as well. Once again Mr. O**** stating that this was indicated to me is inaccurate.
  

  I'm asking for a refund of the $4524.20 I paid ****** *****. I was sent to an "F" rated company on my dime that they knew from their own admission was F-rated. The roof colors don't match and didn't try or attempt to tell me color can vary or bother to come out and make sure colors would match. I was misled through the whole process and as shown on the quote, no mention of TOL. I paid $4524.20, then I was sent from Raegan, ****** ***** employee, additional/paperwork/contract to sign. 
  

  Mr. O**** in his initial response to my complaint tried to downplay JW's position to a salesperson. According to their website, JW is Vice President Business Operation and should know how to make it clear on their process and potential color variations. JW did not.
  What did I pay ****** ***** for? Wrong roof color, poor quality craftmanship, misled/not made clear to how their process works, sent to an F-rated company on my dime without being made aware of TOL's history.
  

  
  

  

  Business response

  07/12/2023

  We have been trying to resolve issue with customer. Customer is refusing for TOL to do any service to the building. According to contract that customer signed, section 14 TOL Is intitle to 3 tries to fix the issues or installation of building. TOL personnel has also trying having communication with customer since June 6th, 2023, with failure to contact him. We ask for Mr. ***** to please contact us at ************.

  Customer response

  07/18/2023

   I am rejecting this response because:
  

  #*******

  I have tried in over a dozen communications over the past few months via emails, text messages, phone conversations, and spoke with 5 different TOL employees who gave me the run round, to try and resolve these issues. TOL in those never told me what and/or they would be willing to repair any of the issues I've listed below. For TOL to say I refused is inaccurate.
  

  TOL's response, $300 compensation for $8500 worth of damage and repair. 
  

  Issues: 1-Bowing and gaps in trim pieces 2-Lean-to wall and anchors are propped up on bricks/pavers that they removed from my landscaping without permission. 3-Fascia on lean-to pieced together and bowing with gaps. 4-Poor cuts with gaps on wall panels around truss supports. 5-Trash and screws and jagged pieces of metal paneling left all over gravel driveway. 6-Busted newly poured concrete in several spots 7-Poor cuts with gaps along wall above lean-to. 8-Door into garage doesn't shut properly and poorly hung 9-(Noticed color difference 04/24/2023 emailed and texted pictures) The entire roof is not the burnished slate color I ordered.
  

  And Final issue: Ordered upgrade from 29ga metal to 26ga metal over entire garage and they installed 29ga.
  

  Because of TOL giving me the run around for over a month and the wrong roof color, charging me for the upgraded metal but didn't install upgraded metal, poor craftsmanship and lack of concern for and damage to my property, I have zero trust in TOL being able to honestly and accurately repair anything that TOL has done.

  
  

  Customer response

  07/22/2023

  Because of TOL giving me the run around for over a month and the wrong roof color, charging me for upgraded metal but didn't install upgraded metal, poor craftmanship and lack of concern for and damage to my property, I have zero trust in TOL being able to honestly and accurately repair anything that TOL had done. Therefore, I want a refund for the estimated cost of $8500.00  for the damage they have done.

*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. ↩