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:10/27/2022

  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.

  We purchased a vinyl fence from this company and we ask them to build a trench underneath the fence and fill it with cinderblocks side-by-side. The owner ********* stated and insured us he knew what he was doing and that he wouldn’t scam us over they don’t like to do bad business. Not even a month and a half later we had this done September 7 2022 I believe. Our dog was able to get underneath the fence. We called the business and asked if they could go and correct the issue or give us our money back. The wife of the owner before even going over anything automatically said that they will not give us our money back or have the situation handled. She said it’s not their fault and that they did what they were supposed to. We showed them pictures that they did not. The pictures they sent us before we signed the contract with the one section of the fence I advised her of that and she still thought and yelled at me and told me that they did their job correctly and they will not correct the job or give us a refund. I got upset and I was trying really hard not to raise my voice but the way that she started the conversation was automatically telling me they will not do anything to help us out so of course I got upset. She then called me back and started yelling at me raising her voice and telling me how they did what they did and there’s nothing that I can do about it. I want my money back for the trench. It is not OK that they can scam people out of money there are tons of bad reviews on them and their work.

  

  Business Response

  Date: 11/07/2022

   We completed ******* and ******* ******'s fence on September 9th 2022. ******* called our office and spoke to ********* about his concern that their dogs would be able to dig under the fence. ********* advised ******* that we could dig a trench under the fence line and place bricks to help as we have done for other customers in the past. ******* asked if we could used their bricks that they already had at the property in order to save them some money. Which we did but we never guaranteed that their dogs were not going to be able to escape since we have no control of what dogs are capable of doing. We installed these bricks within the trench and in between all the concrete- setted posts, which are set 2 feet into the ground. We did not place bricks inches close to these posts set in concrete in order to ensure that there will not be any problems with the durability of the fence in the future as the ground could move over time, causing the bricks to push into posts and  Everything was installed correctly and to our standards. We ask every single customer to walk along their completed fence on final day of installation to ensure everything looks good for them and we ask them to resign the contract to confirm they are satisfied with their new fence. The ******'s no exception. Although they are currently living in Florida and during the time of installation, ******* authorized her mother, who lives at the property, to oversee the installation. Our forman walked the job with the mother and the mother said she was satisfied with the installation and signed the contract to confirm. 

   

      We received a phone call from ******* on October 25th 2022. Customer spoke to our receptionist, Crestin and said that her dog escaped under the fence and bricks. She was so upset that she was being rude to our receptionist. Our receptionist asked ******* if she could email us some photos of where the dogs got out to see how we can help her. She called on October 27th 2022, yelling at our receptionist that she gave her the wrong email and she could not send the photos. Crestin gave her the email again and turns out she had the correct email the whole time and she yelled at our receptionist for no reason. Once we received the photos, I reviewed them and wanted to call ******* to discuss the issues she was having with the fence. Customer did not hear me out and demanded to be refunded for her whole fence. Her whole contract was being financed so no money came out of their pockets before or after installation. I refused to refund a financed contract but I was willing to work with her to satisfy her but she would not listen to me and kept yelling at me over the phone. Once she let me get a word in, I did tell her to give us a call back when she is calm so we can discuss further options to fix the situation. Later that same day, she posted a review on facebook and tried to dishonor our company while we were trying to help her. I did comment on her post and asked her to call our office during business hours so we can help her and get to the bottom of things. She never contacted us. 

   

  On November 1st 2022, I left ******* a voicemail asking if she was ready to come to a solution to fix her fence. We received voicemail from ******* on November 2 2022 , threatening us with a restraining order if we did not stop calling her and "harassing" her on social media. She also sent our receptionist an email stating the same actions. We only tried to contact her to help her and get her fence the way she wants it.   

   

   

  Attached there is photos of the fence, letter from our employees, contract and a screenshot of a facebook post from ******* that we found expressing how difficult their dogs are to keep in.

   

  I hope this is enough information to solve this issue. 

  

  Business Response

  Date: 11/17/2022

  I am speechless. Initially this report was about how we “scammed her out of her money and didn’t do what we had promised in the contract” now is about harassment and the age of my employees is in question. Unbelievable. I had submitted proof of our contract where her mom walked the job with our Forman, signed that she was satisfied with the job and signed that the job was completed. I submitted all of the requirements to avoid a case of he said, she said. Yet, here we are. It is unbelievable how everything that she has been doing to our company and employees is now turned around to us doing it to her. 

  
  

  Yes ******* wrote not one but three reviews, one on yelp, one on our business Facebook page and the last one on a Facebook group from the High Dessert. This post/review got out of control because of the way she made it seem. She posted picture of the first day of installation, making it look like that was  how we left her fence and took her money. One of her comments was about her getting “scammed for $9000.00”, which I did replied to that comment by saying, please stop we both know how much was the cost of your fence, remember we both have a contract with that price. Nothing about threatening to publicly expose of her husband’s financials. That is not of my concern and it is unethical. This post got out of control to the point that she was attacking not just me personally but our employees. I can careless about myself but I do worry about the safety of my employees. People were talking about “I will help you destroy them”. Therefore I went ahead and reported her post to administrator for harassment and her post was removed within seconds after that. 
  She got her 5 minutes of fame but now is us harassing her, wow. 

  
  

  This project has been nothing but headaches since day one. From her calling me and yelling at me for putting her phone number on the finance application instead of her husband’s and demanding to change it right away when they filled out the application themselves through our website. To, demanding for the fence to be installed her way. 

  
  

  It is obvious that no matter how much proof I submitted, this lady is not going to stop till she get what she wants. As we came to find out that we are not the only business that she has done this to. 

  
  

  If refunding what was added to the contract for the trench will get her out of our life’s, than I will be  more than happy to refund the $1000.00 that was added for the trench. My peace of mind and the safety of our employees is more important than anything else. 

  
  

  I have attached proof of her reviews with my response and the harassment from Facebook post as well. 

  
  

  Customer Answer

  Date: 11/17/2022

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID 18***156, and find that this resolution is satisfactory to me. If you can see that whole message was talking down about me and about my family. This business is extremely unprofessional. We would like proof receipt of the refund. I would also like a new contract from the financing company showing the difference was changed as well and new terms with the updated amount. I Instead of doing what will make the customer happy it was bashing on the customer the entire time. We would like a written proof and receipt confirmation of refund and  as we stated above a whole new contract and confirmation. Just as much as the business wants nothing to do with us, we want to end all contact with them as well. Please advise how the refund will be completed. Thank you.