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Business Profile

Fence Sales

U.S. Door and Fence

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Fence Sales.

Complaints

Customer Complaints Summary

  • 1 complaint in the last 3 years.
  • 0 complaints closed in the last 12 months.

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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.

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Complaint type

  • Initial Complaint

    Date:01/09/2023

    Type:Service or Repair Issues
    Status:
    Answered
    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.
    In November 2019 I purchased several US Door and Fence fencing panels through Home Depot. Us Door and Fence states to have a 3 year material warranty. In October 2022, I filed a claim via email and by phone with *** in US door and Fence customer service. 3 of my fence panels have rusted though and have started falling apart creating a safety issue securing my pool. For 3 months the claim has been under review, first the denial was because the panels were more than 1 year old, second denial was because *** stated I live in a coastal area and the panels are not supposed to be used in coastal areas, I am not in a coastal area (in 200 miles from the coast), Hal's reference to coastal is my neighborhood freshwater pond that is 1/4 mile away, and this pond caused the panels to fail. I sent pictures, video and receipts to *** to support my claim and this company has refused to honor their stated warranty policy.

    Business Response

    Date: 01/23/2023

    The customer purchased the fence in the year 2019 and he sent us an email in October 2022. Unfortunately, since he installed the steel fencing near water. (Customer's address is **** ******* ***** Dr *******, AL *****). It is 1 minute from water. There is no warranty for steel fencing installed extremely close to water because building fencing extremely close to water requires grappling with four things: salt, water, wind, and sand. This combination of elements corrodes and breaks down steel fencing very quickly. Any fence specialist would recommend customers to go with vinyl fence or aluminum fence when they build fencing close to water. He wasn't supposed to install steel fencing at all. Therefore, please understand that in this case, there is no warranty for this customer and we have explained it to the customer multiple times. 



    Thank you,
    *** ***

    Customer Answer

    Date: 01/24/2023

     I am rejecting this response because:

    The claim of salt and sand causing the product failure is incorrect. The body of water that is referred to is a small, freshwater pond located 1/4 mile away from my property, the nearest saltwater body is roughly 200 miles away. This water source has less impact on the failure than rainfall.  The company's product documents do not state application or warranty for particular environments, the warranty clearly states 3 year coverage on materials and workmanship. These panels failed within the 3 year period.  Attached maps show location and proximity to water. 



U.S. Door and Fence is NOT a BBB Accredited Business.

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