Complaints

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• Initial Complaint

  Date:03/26/2025

  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.

  I am filing a formal complaint against ***** ********, owner of **************************, regarding his failure to honor the warranty on a fence installation and subsequent staining **********. ******** completed two jobs for me:1. Fence Replacement (North Side of House): Completed on May 12, ******. Fence Staining: Completed in August 2024.During the staining project, I explicitly pointed out multiple significant gaps between the fence pickets and several broken pickets. Mr. ******** acknowledged these defects and assured me that he would replace the damaged and gapped pickets under the warranty of the original installation. He specifically promised to complete these repairs before Labor Day 2024.Despite his assurances, Mr. ******** failed to return and perform the promised warranty work. I have made numerous attempts to contact him through various channels, including:Phone Calls; Text Messages; In-Person Attempts: I visited job sites in my neighborhood where Mr. ******** was working, but he consistently provided excuses such as "I'll get it done in a few days" or "my crew is sick, we'll reschedule."For the past month, all attempts to contact Mr. ******** have been met with complete silence and no response whatsoever.This pattern of broken promises and complete disregard for his warranty obligations is unacceptable. I am requesting the Better Business Bureau's intervention to compel Mr. ******** to:1. Fulfill his warranty obligation by completing the necessary repairs to the fence, including replacing the gapped and broken pickets, as originally agreed.2. Alternatively, provide a refund of $1200 to cover the cost of hiring another contractor to perform the required repairs.I have maintained detailed records of my communication attempts and the condition of the fence. I am prepared to provide any further documentation or evidence necessary to support this complaint.

  Business Response

  Date: 05/01/2025

  I'm not sure why Mr. ******* is surprised about the time it took to get the fence stained as I was in contact with him at all times plus at the beginning I told him that it might take rescheduling the staining due to spring  weather in Colorado rain winds or just a chance of rain would reschedule the staining as it needs to be done at the right temperature and the fence needs to be dry, I di keep in contact with Mr. ******* when we rescheduled for weather and when my self and 5 or 6 of my guys got covott19 we we're out for about two weeks and we got the fence stained shortly after getting back to work. 
   
  I got a call from Mr. ******* about some pickets that he thought needed replacing so I went over to see the pickets and let him know no problem I'll replace the pickets that dried crooked or cracked and the damage was minimal most of our customers would have wanted one or two of the pickets replaced as the rest were fine with little stress cracks that just happen to cedar pickets and if I was to replace all the pickets the homeowners put blue tape on they would have a new fence before the warranty would expire and after doing this for over 30 years and at the beginning i worked for some of the largest most custom fence companies in the southeast and they wouldn't replace more than the two pickets.
   I always pick through all the lumber we use when installing a fence posts, rails and pickets and we do more than the industry norms regardless of the company size I wouldn't use any lumber for my customers fence that I wouldn't use on my own fence and I let Mr. ******* that I would not make it over to replace the pickets before the warranty was up on paper but I'll ***** the warranty regardless of when it ended or when I'm able to get to him as I needed to get caught up with the couple weeks that we were out sick with covott19 I let him know while on the phone with him and on text just so he will have it in writing from me.
  When I finish the project Mrs. ******* didn't like the 2 x 4s I used even though I picked them from the bunk as I always do and I've never had anyone else complaint about the quality of my cedar in all the time I've been fencing i let Mrs. ******* that the fence grade lumber is a rough cedar i tried to show her on the bunk of lumber on my truck from thr mill it's in the name rough cut cedar but she ignored me and asked me if I could sand the 2 x 4s down so it would be smooth and I said no I can't do that in 30 years no one gas ever asked me that.
  Due to the style of the fence the horizontal rails had to be toenailed in to the post and I have toenailed fence up for as far out as 35 to 30 years that are still standing upright but Mr. ******* asked me to drive the nails all the way in the 2 x 4 because the heads were sticking out where they were supposed to be so I explained to him that if you drive the nail heads all the way in the 2 x 4 will crack because the nails go in at an ankle and then the panels get blown down.
  I didn't noticed this complaint for a couple weeks as we were in the mountains on a big project and I had no signal till the evening when we got to the motel and I also remembered that I explained to Mr. ******* that regardless of the warranty date will be out to replace the pickets which I text him again after seeing his text while in the mountains.
  I still have about two weeks on the mountain project and will replace the pickets that need replacing and as I mentioned we do more than the industry norms. But not all the pickets marked by blue tape because of a knot it natural wood and we don't build cabinets we build custom built fences with rough cut Western Red Cedar.
  I have not had a complaint in over 25 years as to quality of lumber or not honoring a warranty.
  Will still adjust gates that were built years aga for our customers if needed at no charge because we stand behind our custom work.
  

  
  

  Customer Answer

  Date: 05/07/2025

   
  Complaint: 23121464
  
  I am unable to accept the current resolution proposal due to the following facts:
  
  1. This warranty work was first identified in August of last year, when blue tape was applied to mark the defective pickets.
  2. Your company promised completion by Labor Day (September) of last year.
  3. Despite my consistent follow-up over the past 10 months, the repairs remain incomplete.
  
  What I need to resolve this matter:
  - A firm commitment to a specific repair date within the next 14 days
  - Complete replacement of all marked pickets as originally agreed
  
  I've been patient and understanding throughout this process, but after nearly a year of delays, I require immediate resolution. I value our business relationship and look forward to having this matter resolved promptly so we can move forward positively.
  
  
  Sincerely,
  
  ******* *******

  Business Response

  Date: 05/30/2025

  I've text the customer and let him know we're on a long project and his cracked pickets will be replaced when we are done here and get back to town.

  We've got rained out for a total of a couple weeks one to three days at a time and We've got snowed out to where we had to remove the snow just to be able to work.

  Nothing has changed and as soon as we're done up here will be replacing the guys few pickets.

  I must say in 32 years of building fences I've never had a complaint for stress cracks on a couple pickets. 

  The pickets are a 1/2 piece of dry wood and its what they do, Due to drying in 90 and 100 temperatures and then freezing its a cedar picket norm regardless of it being stained or not.

  I will get a hold of the homeowner as soon as we're done here as previously stated.

  Thank you. 

  Customer Answer

  Date: 06/03/2025

   
  Complaint: 23121464
  
  I am rejecting this response because: for last ********************************************************************************************************************** delays and tons of excuses.

  I need the business to set the date and complete the warranty work.  I am done going back and forth.  it is unacceptable!
  
  Sincerely,
  
  ******* *******

  Business Response

  Date: 06/27/2025

  ***Response taken over the phone by BBB staff***

   

  We should be able to work on this around the end of August. 

  Customer Answer

  Date: 07/04/2025

   
  Complaint: 23121464
  
  I am rejecting this response because: completely unacceptable timeline.  
  Sincerely,
  
  ******* *******