Complaints

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• Initial Complaint

  Date:05/05/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We wanted to replace our fence that divides our yard from the neighbours. We live out of the country (my niece occupies the house with her bf) and the neighbour is a realtor who has renters in his property. The realtor got the quote from ByTown Fence and because I wanted a bit higher quality fence I paid $3000 and he paid $2000 of the total $5000. He asked his tenants how the fence was after the work and they were happy. I asked my niece and she was very dissatisfied. I have pictures of the shoddy workmanship. They left large planks of wood in our yard. There are exposed nails. They shortened the fence and built it flush to my shed. Meaning if I move my shed my yard is open. I have a pool. There are huge gaps in the wood from substandard planks. And it is a flimsy fence at best that aready appears to be leaning.
  
  Upon my return home I spoke to the neighbour and he apologized and said he took his tenants at their word, that the work was done properly. He reached out to ByTown Fence and they said it would cost $2000 more to repair the work they didn’t do properly in the first place. I feel ripped off and would highly recommend you never use this company.

  

  Business Response

  Date: 08/05/2024

  Good afternoon,

   

  I have received your inquiry and have reviewed the photos you attached. I can see that our contract is actually with your neighbour and that we have no history of communicating with you in the past. Your complaint here, is also the first we have heard regarding "unsatisfactory" work resulting from this project. There is 1 photo in question where I can see a nail sticking out. This will be corrected under workmanship warranty. Regarding the cracking of wood, or spaces in the panels, that is not warranty as wood is a natural product and is known to twist, rot, crack, splinter etc. Wood also shrinks and expands based on retention / lack of retention of heat and moisture. All of this is actually explained in the terms and conditions of the agreement. 

  We will commit to correcting the nail sticking out of the panel. As we have no contract with this client and we don't deem the work faulty, we will not commit to anything further.

   

  Kind regards,

  ****

  Customer Answer

  Date: 09/05/2024

  
  
  Complaint: 21668484
  
  
  
  I am rejecting this response because: They were to complete the existing fence. They left my side of the fence unfinished. It leans, there are several half screwed in screws. Just because you dealt with **** ******** I paid for more than half and the work is sub sub sub standard
  
  
  
  Sincerely,
  
  
  
  ******* *******

  

  Business Response

  Date: 09/05/2024

  Hi,
  
  We were contracted on behalf of your neighbour (whom our signed agreement is with) to replace approximately 40' of fence. This includes your neighbour's close off section.
  
  We are confirming we have completed the contract approximately 13 months ago. We are unsure of how your side could be "left unfished". Sandwich style wood fences have a "framing" side and a "finished" side. You can't do one without the other and if we didn't "finish" the fence, there would be no boards or top cap. The boards and top cap can be seen from the pictures you have provided.

  Regarding the nail sticking out, that would be addressed under workmanship warranty. I can have them look at the screws while the crew is on-site as well. If you would like to schedule a site-visit to assess the screws and nail, please contact ******************* so we can put you in our system.

  We truly don't see your other mentions as warranty items but rather a natural weathering process of a wood.

  Regards,

  Bytown Fence

  Customer Answer

  Date: 09/05/2024

  
  
  Complaint: 21668484
  
  
  
  I am rejecting this response because: The fence was to be replaced. It was for both sides. I live out of the country and have come home to cracked wood from the onset,  not weathering. substandard supplies were used. debis was left on my property and the ENTIRE  fence was to be replaced, including my side of the enclosed end.  I paid more than the “client”  you seem to think you satisfied. I paid $ 3000 of the $5000 total and it is substandard work. There are screws put in, in a way that cracked the wood and are not fully screwed in. The planks that left huge gaps were the subpar supplies you used from the start. How you can honestly say that the work was properly done is astounding. It has been like this since completion. I just now have seen it personally as I live out of the country. This is not weather ware. This is the substandard job done. 
  
  
  
  Sincerely,
  
  
  
  ******* *******