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:16/10/2024

  Type:Order Issues
  Status:

  UnansweredMore 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 was referred to ***** ********** at Pro Fences and Decks to do a fence job for us. He quoted us competitive rates and everything sounded good. He demanded 50% deposit for the job which would have been approx. $20k so we agreed to $10k deposit via e-transfer to his email address ***************************** They were 4 e-tranfers of $2500 each starting July 15, 2024. We agreed to contract via email saying job would be complete by August 15th. He kept coming up with excuses and kept delaying the job. Saying rain (didn't have much), short staff, on and on. So many excuses. We realized he wasn't going to do the job so we demanded our deposit back Oct. 10, 2024. He said he could do it on Tuesday Oct. 22 as he had to return the materials, he was lying I asked him to take a picture of the specific material for the job he couldn't produce the picture. We waited until Tuesday and nothing more excuses how he didn't have the money. The website looks like it taken down used to exist ************************

  Customer Answer

  Date: 18/11/2024

  Gave $10k deposit in july to ***** ********** pro fence and decks. Email contract saying will be finished August 15, 2024. Kept getting delayed now its October and he said he cant do job asked for my deposit back and hes refusing to give it back.

• Initial Complaint

  Date:17/12/2023

  Type:Product Issues
  Status:

  UnpursuableMore 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 on behalf of four property owners.
  Details of the issue are as follows:
  - Date of the transaction: Saturday, May 13, 2023
  - Total deposit paid: about $4,825 ($1,500 + 1,635 + $950 + $740)
  - Services the business was paid to provide: deliver fencing materials and install fencing on a residential property, turnkey.
  - Nature of the dispute: Pro-Fence Decks and Fence Inc. has been paid to install a fence since May 13, 2023. The installation of the fence was supposed to take place five (5) weeks after receipt of deposit. Till date no fence has been installed. No reliable communication has been received. No refund as requested by the group of property owners who bought the services of Pro-Fence as a group has been paid.
  - Current status of the business's effort to settle the dispute: insincere promises of a date to install fence, since June 2023. All efforts to get hold of principals of business on phone have been futile 9 of 10 attempts.
  - Account/order/tracking number: See details in Quote attached.
  - Advertisement issue: none

• Initial Complaint

  Date:13/09/2023

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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.

  End of 2022, I hired this company to install a fence in our backyard. All of our neighbours agreed to use the same company that was recommended by the neighbour in the corner unit. We were asked to do 3 deposits, one in December 2022, one in March 2023, and one following installation which should have happened in April / May 2023. On December 12, 2022 we paid $1,117.80. Then in January of 2023, ****** (owner of the firm), in a panic said that the wood came in early and he need the money earlier than the agreement. Everyone agreed and paid the second payment in advance. I paid on January 29, 2023 for the amount of $745.20. The installation was supposed to happen around April 2023, then it got pushed week after week and month after month. The only individuals that got their fence installed were the corner neighbours that recommended this company. ****** ignored everyone - didnt respond to calls or texts messages, his inbox was also full after we left a few voicemails. I sent him a text saying if he doesnt respond we are taking him to court. He text back immediately saying he will come in two days to do the fence. He came 4 days later, installed a few metal posts, and abandoned the job. Since then he has been pushing the job week after week. Now ****** agreed to a refund, which he said he would refund on Friday, Sep 1st. Then he said he will refund Sep 5th. Now he is saying the 12th. We still dont have a refund. We are seeking for ****** to refund the full amount of $1863, plus take the posts out of our yard, including patching any damage that he has caused on the grass. This company is extremely unethical, pocketing peoples money well in advance, and ignoring customers for the entire summer. In a couple of weeks, we will still not have our fence which means another year of delay. Please help us .. thank you!

• Initial Complaint

  Date:10/09/2023

  Type:Product Issues
  Status:

  UnansweredMore 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 contacted Pro-Fence and Decks Inc in October 2022 to construct a PVC fence on one side of my property. They agreed to do so and followed up by providing a quote for the job. They promised to come to my property and construct the fence in Spring 2023 and requested that I secure the deal by posting a deposit equivalent to half the construction price (stated in the slot below) - which I did - per bankers draft dated December 9, 2022.PROBLEM: The problem is that since April 2023, I have contacted this business on more than 15 separate occasions (by phone and text message) to come down and construct my fence. I have left several message requesting a realistic timeline for the job to be completed. Most of my messages have been ignored. On the few occasions when they have responded, they provided updated timelines, all of which have not been honored. On one occasion (May 29th 2023), I received a response promising me a $300 discount "because of delay". It is now September 10th and I have still not heard from them - re. the timeline for building my fence. The last text message that I sent to the company to request a commitment from them was on August 31st 2023. I have not received a response. The situation is generating a lot of stress for my family - especially considering that a deposit has already been paid to this company.I would appreciate any intervention that can be made to get this business to come down and construct fence - as a preferred option. However, if not possible, I would like a full refund of the deposit paid toward this project. I stand ready to provide additional details on the deposit paid etc. upon request.

• Initial Complaint

  Date:06/09/2023

  Type:Product Issues
  Status:

  UnansweredMore 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, with two neighbors, signed contract with Pro-Fence and Decks Inc. on July 15, 2022 to build fences for our backyards. we paid 50% deposit ($2,107) on that day. The job was supposed to be completed in the fall of 2022 but until now no one from their company showed up. we called and texted them many times but no body answered phone. we hope them to finish this job within this year or refund money to us.

• Initial Complaint

  Date:13/08/2023

  Type:Order Issues
  Status:

  UnansweredMore 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.

  Contract signed in March 2023 for the replacement of a townhome backyard fence. We agreed with neighbour to use the same contractor. At the signature of the contract a date was set for the replacement June 19th 2023. Because nobody showed up the contractor was contacted and a new date was given July 04th. Because nobody showed up again 2x many attempts were done to reach them by phone by email and text messages . On July 26th they send us a text messages telling us that he would give us an installation date the same day. Nothing received. July 27th and July 28th I send a text message for an installation date that he was supposed to provide me on July 26th. July28th Profence send a message that they will be here on August 08th. August 08th nobody showed up, I send a text stating that I no longer want their service and to give back my deposit of $2700.87 given on March 06th. Aug 09th Profence asks to wait another week and if they can not do it they will give me back my deposit. Aug 09th because they can not confirmed a date i send a text message to know how they will proceed to give back my money. Aug 11th Profence has not responded to my message I left a voice mail asking how they will reimburse the deposit.

• Initial Complaint

  Date:09/08/2023

  Type:Product Issues
  Status:

  UnpursuableMore 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.

  Our neighbor and I entered into a contract on Mar6.2023 for our fences to be replaced this year with an anticipated start date of June19th, weather permitting.
  
  Prior to the initial start date of June 19, a query was sent to the project leader '***** **********' to confirm timeline and whether there was a schedule slippage expected. The proj. leader confirmed there would indeed be a delayed start date of July 4th.
  On Jun28th another confirmation request was sent to identify the expected schedule slippage beyond the 1st extended start date of July4th due to inclement weather. Again the proj leader confirmed there would be additional schedule slippage and that a revised timeline would be provided. However, there was no further updates until July14th (11 business days after the 2nd query).
  When the reply finally arrived on July14th in the form of a phone call by the project leader's father ***** *** and text msg by ***** ** there was yet another assurance that a new start date of July24th would be met.
  
  On Aug2nd another query was sent after the schedule slipped once more with no updates or outreach by the vendor to advise on schedule status. The vendor responded that an update was forth coming however it took until Aug 3rd for an update to arrive suggesting the new start date would be Aug9th.
  
  It is presently Aug9th and again no communication from the vendor for the schedule slippage. A formal email was sent requesting a refund, along with a voicemail to the alternate phone# belonging to ***** *** (the voicemail of ***** ** was already full) to advise our request to cancel the contract and submit for a refund. A text msg was also sent to ***** ** advising that a formal email requesting cancellation was sent.
  
  Our decision to request a refund was made due to the vendor being unable to demonstrate they are indeed held up by another project, measures taken to address slippage and lack of a valid WSIB for 2023 suggesting a 2 person operation of family members.

• Initial Complaint

  Date:24/07/2023

  Type:Product Issues
  Status:

  UnansweredMore 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.

  Last year around October I contacted him for a quote to install a fence around my pool. He said $16000, I asked him how soon he can install it because it is almost winter. He said he can do it within two weeks but he needs the money because all his money is all spread out to different projects. We both agreed that I will pay him cash and he will do it right away. We did partial e- transfer and he met me in the bank for the rest of the money. I trusted him because he did my fence from the last house. The day he supposed to install the fence no one showed up, I called him he said they are very busy so the next following week. June came still not installed. He gave me so many lies and excuses a I told him I will just get my money back. It is the same thing he kept promising that he will give me the money but lies and excuses again. At one time he gave me a post dated cheque and he texted back not to deposit it because he still waiting for the money. So it has been extended again. When the time comes to deposit the cheque he texted again that he is waiting for the money to clear but I had deposit the cheque already. So the cheque bounced. He promised again to pay it but he will not show up the day he is supposed to come but then he will not even contact us. He does not pick up the phone either. So I texted him and he said that he is in Toronto so I told him to e- transfer it but nothing happened. He gave me the same excuse so many times. So he asked for a couple of weeks and another couple of weeks. He had given me so many lies and excuses .

• Initial Complaint

  Date:10/05/2023

  Type:Service or Repair 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.

  I had a fence installed by Pro-Fence and Decks in the summer of 2021. Last year, I spent most of the summer to get them to come fix a section. This year, same thing. A section of the fence is falling apart. The owner ignores my messages or promises to come and never show up. I need to get this fixed before it keeps falling apart. The owner, *****, shows no customer care and constantly lies to me. I just can't do this anymore.