Complaints

This profile includes complaints for USA Fence Company's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  USA Fence Company

  1209 44th Ave E Bradenton, FL 34203-3629

• 

  USA Fence Company

  2880 Placida Rd Englewood, FL 34224-5539

• 

  USA Fence Company

  2001 N 40th St Tampa, FL 33605-4547

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:02/04/2025

  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.

  The fence was installed partially on 1/28/25 and work continued and ended on 2/1/25. I engaged them after receiving a quote for the work. Nothing about the property changed from the time of the quote and the time work began. Once work began, I was told there was an issue that slowed them down and thus I was asked to pay an additional $800 for another day's work. The issue was the slight slope of my property. I feel like they didn't quote me properly, got me to agree to hire them, they started the work, and then confronted me with something that should have been apparent and addressed right from the beginning. When they coerced me into paying the additional $800, we discussed a compromise which wasn't carried out by the workers. The end result is a floating, semi fence that in many places is 1-2 ft above the ground...not coming even close to the ground. They advised me to cover the significant gaps with latticework. The "customer service" guy they sent out was aggressive, confrontational, and refused to recognize that whatever issue there is with grading existed from the time of the estimate and should have been addressed right from the start if they had an issue with it. I didn't change the land or grade or what I wanted. Now, after being asked to pay $3600, I am left with having to pay $100's of dollars more to cover up their shoddy work. I feel it will look horrible and affect the resale value of my home. They will say something about not being able to do an 8ft fence without a permit and ok from the County, but the way they placed the 6ft boards, they are approx 8ft off the ground at the top anyway (and hovering 1-2 ft above the ground at the bottom). I don't have pics at this time but can send them if requested.

  Business Response

  Date: 02/06/2025

  As **** ****** use to say...."and now, the rest of the story".  Yes, this customer signed a contract for the removal of his existing wood fence (that was 8' in height) The installation crew removed the dilapidated fence only to find an absolute mess on the other side of the 8'h fence. This mess could not be seen on the original visit when the sales *** created the quote as the result of an additional (2) fences located behind the 8'h owner's fence, the additional wood fence is the neighbor's fence, and the shorter chain link fence was undetermined as to who the owner was. This project should have been a one-day project to remove and install the new wood fence. When it was determined that the mess between the fences had to be cleaned up before the new fence could be installed, a change order became apparent to clean out the brush, the large rocks and debris prior to the new fence being installed. The sales *** contacted the ************ and received the amount that the change order would cost the customer which was in the amount of $800.00 which the customer agreed to. It was then determined the installation crew would return on Sat. Feb. 1st to complete the work. The customer was informed that the change order would have to be executed prior to the work being completed in which the customer agreed. The following day, the sales *** contacted the customer to complete the change order, and the customer started giving the sales *** a difficult time on the amount of money for the change order. He was informed that the company made no additional money, that the additional money was given to the install crew for all of the clean-up behind the fence area (which was significant). The install crew worked on Sat. and returned on Monday to complete the project. The customer contacted the ************ to say that he didn't like the space (approx. 10"-12"s at the bottom of the fence to the ground. The customer was offered to have the fencing lowered 4-5" but both him and his wife refused that option because they didn't want to see the top of the neighbor's fence that was behind their new fence. They were asked if they could have an 8'h fence which would have cured the situation but responded "no" as the result of their HOA and the local building codes. At the end of the meeting with the owners, they decided not to have the fence lowered and the only option was what USA Fence suggested which was to add lattice to the bottom opening of the newly installed fence. This was the customer's choice, not **********************'s choice, we were willing to lower the fence, and they refused because it would expose the old fence behind the new installed fence. This customer simply did not want to pay for the additional work that was required to install their new fence in their yard. The customer simply did not like his limited options that were presented to him and his wife, but they made their choices, not USA Fence Company.

  Customer Answer

  Date: 02/06/2025

   
  Complaint: 22898482
  
  I am rejecting this response because the company's response is inaccurate and incomplete.

  1. It is true that, after the job was started, I was told it wouldn't be completed without me agreeing to pay $800 more.  My "agreement" to this, as stated, was under duress and I feel at least somewhat of a bait and switch (i.e., give me a low quote, start the job, then give me a choice that really isn't a choice).  It is also true that nobody knew what all was behind the fence being removed.  However, the Estimator did have access to and did look behind the fence and knew that there was a chain link fence and a wood fence on the neighbor's property.

  2. The crew probably wouldn't have had to come back Monday if they showed up before 11:30.  I dispute that the company didn't make additional money on the $800 because I was told the work crew is paid $500 a day.  I don't know what the extra $300 was for but I know I don't get paid extra at my job to work a little harder than usual. We all take our customers/clients as we find them. I'm quite certain the company doesn't refund money when a job goes extra smoothly and quickly.

  3.  I guess I have to forgive **** ****** for not being able to measure accurately (since he's dead).  The photos attached show the gap between my "floating fence" and the ground is about 15" for most of it.  And the "lowering" of the fence was going to involve smashing down the fence posts, which are buried in cement, and hope it came down 4" (which would result in it still being 11" from the ground AND the fence's integrity being compromised by the "lowering" process.  This did not seem like a viable option to my Wife or I.

  4.  To be clear, my position is that they should have given me a more accurate estimate in the first place. When we were arguing about a resolution, the extremely rude guy who came out said to me at one point, "you don't know fences".  He's 100% correct...I don't, which is why I hired a fence company to do it.  The end result is not what any reasonable consumer would accept.  The "floating fence" that is there, looks to be well-built.  Their "solution" of putting lattice at the bottom is a "solution" that will look shoddy and cheap and will affect the appeal and re-sale of my home.

  5.  Saying we made a decision based on our HOA is 100% false.  I am the President of our HOA and I know for a fact that there are no restrictions that would prevent them in building me an actual fence rather than a "floating fence".  As for the 8 ft Code, I don't know if that's the case or not but what I have is an 8 ft fence that doesn't go all the way to the ground...so if the 8 ft height is what the Code cares about, what I have is in violation of that Code.

  6.  What I seek is (at least) the additional $800 back that was essentially extorted out of me when I had very little choice but to have them proceed.  I will still be left with a "floating fence" but getting that accommodation will at least give me some money toward trying to cover up the horrible job they did as I need to hire somebody who can fix this company's shoddy work.
  
  Sincerely,
  
  ***** *******

  Business Response

  Date: 02/13/2025

  Response to complaint #********
  I am rejecting the customer (**** Hancocks) response because it is inaccurate and incomplete.
  Being that the customer listed items ***** will address each item accordingly.
  1). The customer statement that he was pressured under duress is inaccurate. When the mess that included brush, debris & boulders was discovered behind the customers 8h wood **********************, the sales *** (******) who at the time was at the customers home called the ************ to explain the situation.he was informed that the clean-up would set the install crew back by 1-day and that a change order would be needed to cover the cost of the crew for an additional day. Within moments the sales *** told the customer it would take an additional day, and the cost would be $800.00, the customer (**** *******)agreed to the change order. Note: Change orders are commonplace in all areas of construction including fencing. There was not any coercing in getting the customer to agree to the change orderhe verbally agreed to the change order on the spot and the change order was executed with the customers signature with a clear description of the additional work to be completed. (See attached copy of the original signed contract showing the description of work to be completed along with the signed change order). Please also note on the original contract that the customer is responsible to remove vegetation 2 away from fence line.  Upon removal of the fence, the customer had the choice to remove the vegetation, debris and rocks on his own and avoid the cost of the change-order, but instead voluntarily chose to move forward with USA Fence Company and its crew to complete the work. This is the customers property (not *********************** and if anyone should have known what was behind the fence, it would have been him. In retrospect, I believe he knew exactly what was behind his fence and was upset that he had to pay the crew the additional money to do the work he agreed in the contract would be cleared in advance of the installation, which is 2 from the fence line. The fence line is on both sides of the fence, not just one side. For most people, this would be common sense. Unfortunately, common sense is not all that common for some people!                                                Please note, **** ******* readily admits in paragraph #1 that quote It is true that nobody knew what all was behind the fence being removed.
  2). Unfortunately, the customer does not make the schedule for **********************. Instead of being grateful that the install crew fit him in on Saturday (when they already had another project scheduled for the same day), he chooses once again to find fault instead of gratitude. Also, the customer is fabricating things to make ********************** look bad. When it comes to the change order,100% of the $800.00 went to the crew and not a ***** to the company. The customer claims he was told the crew makes $500 per day which is a complete fabrication. The crews are paid by the job and by the linear foot of each project and not by the day. The exception to the rule is when there is a change-order (which is the case here) and determination has to be made as to how much additional work has to be completed and the cost affiliated with that work. The customer is correct in his statement that ********************** does not refund money when a job goes extra smoothly and quicklybut that is not the case here on **** Hancocks project which he readily admits so his statement is irrelevant.
  3). My apologies for quoting **** Harveythe point was the quote now for the rest of the story instead of fabrication of content by the customer to receive services without paying for them. The customer also put emphasis on lowering the posts by smashing them down and not choosing this as a viable option for him and his wife. Response: this was never a viable option for the customer because his wife decided that she did not want to see their neighbors old,dilapidated fence that still remains behind the customers new **********************. This was their choice not USA Fence Company. We offered to lower the fence (which would have exposed their neighbors top fence line) and they refused that option and instructed USA Fence Company to complete the fence line as is to prevent the old fence from showing. However, **** ******* and his wife fails to mention this important fact.
  4). To be clear, USA Fence Company gave the most accurate quote that we could give at the time of the quote with the information given to us and what lies behind a fence (without the removal of the fence) as the customer readily admitted in paragraph #1. You cant know what you dont know. Regarding the value and the re-sale of your homeDave & his wife collectively decide that it was better to install the lattice at the bottom of their new fence than to see the top of the neighbors dilapidated fence line. This was their choice not USA Fence Companies choice, but since we are weighing-in on the subject matter.we think that you and your wife made the correct choice for the homes resale value!
  5).Another fabrication by the owner **** *******. He was asked by the USA Fence Company ***resentative if they had an *** and **** said no at the same time that his wife said yes and he was askedwhich one is it? and his exact response was well kind of now he states that he is the president of the *** which he never mentioned during the field meeting at their home. Both **** and his wife confirmed in front of (3) people that they could not have an 8h fence as a result of the building code, now his story has change again!  The 6 high fence was built to the customers specifications (his contract states a 6h fence) which included the direction from the customer of keeping the top of the new ********************** even to prevent seeing the neighbors dilapidated fence, this is the instruction that USA Fence Company followed. The only reason that there is a large space below the fence is that the new fence was to be level at the top (per customers instruction) and follows the severe grade slope that is in the customers back yardthis grade slope is the problem, that is why there is a space at the bottom of the fence line. USA Fence company has nothing to do with the grade slope in the customers back yard. The customer doesnt seem to understand how fencing works. You cant have a 6h fence and keep the top level, while at the same time follow the sloped grade below, you have to choose one or the other and the customer and his wife chose to have the top level which left a void at the bottom of the fence. Please take responsibility for your own decision makingand again, USA Fence Company believe that you and your wife made the correct decisions considering with the sloped conditions that you have in your back yard.
  6). In closing and to address #6 on the customers checklist. USA will not be refunding the $800.00 or any part of it. Fact: customer is under contract with ********************** to install a wood fence w/ 6h pickets which has been completed. Fact: Customer wanted a wood ********************** that was level at the top all the way across and *** Fence installed it accordingly. Fact: Customers contract called for him to have a 2 clear area at fence line and the area was not cleared behind the fence that was removed. The customer could have chosen to clear the area himself but instead chose to sign a change order authorizing USA Fence Company to do the clearing at an agreed upon rate of $800.00 in which the customer willingly signed and executed the change order. No person or entity coerced or pressured the customer to do anything that the customer didnt willingly agree to, he waited until the work was completed prior to contacting the BBB to see if he could pressure USA Fence Company to do the additional work for nothing, we will not be refunding any money!   

  Customer Answer

  Date: 02/20/2025

   
  Complaint: 22898482
  
  I am rejecting this response because the business is misrepresenting the sequence of events, what I was told, what I had agreed to, and otherwise just stating things that aren't true or accurate.  I will address the 6 items in the interest of clarity and organization.  That said, it's clear to me that I am going to be left with a "floating fence" that, in most places, doesn't come close to meeting the ground.  How that can even be called a fence is beyond me.  I'll say this, despite the company sounding like they are proud of their work, I will GUARANTEE that no photos of what they left me will be on their website or shown to their potential customers because what they provided me is an embarrassment and an eyesore.  I'm also sure that my negative review won't make it to their website.  Instead, they will continue to only list positive reviews, which is just one of the ways they misrepresent themselves.  I'm going to pay under protest since it's clear I will get no satisfaction.  I'm sure they don't care what protest I make as long as my check clears.  So yes, I am fulfilling my part of this engagement.  It's too bad they didn't fulfill their part.

  1.  I guess the business understands duress to mean "at gunpoint" for something similar.  When I say duress, I mean that I had no realistic option other than to give it to their demands and proceed so that I could wind up with a fence, which is what I contracted for.  I suppose I could have said no and then I'd have half a floating fence.  So yes, I agreed to the extra day and the $800.  I thought I'd be left with a fence though, not the abortion I got.  And while whoever wrote the business' response "believes" I knew what was in the ground and behind the fence, he is mistaken.  Regardless, the company is getting their money so that's all they care about.

  2.  So I should be grateful that the business came back to finish the job?  I guess I'm the only party to the contract who had obligations?  What an insulting position to take.  Then again, Mr. *********** who came to my home to address the "floating fence" abomination they left me with, was without a doubt the worst **************** representative I've ever dealt with.  My "irrelevant" comment about the business never refunding $ even when the project goes faster/easier than expected was meant to point out how this is a "heads they win and tails I lose" deal.  At all times, they have taken the position that everything they did and didn't do was not their fault or responsibility and that "since I don't know fences" I'm in the wrong.  Again, I'll readily admit I'm not a fence expert...but judging from the resulting "floating fence", I'd say neither is the business.

  3.  What ****** and I agreed to doing was for top of the fence to be lowered 6"-8" at the top (so I'd see that much of the fence behind my fence) and so the bottom of the fence would be 6"-8" closer to the ground.  So yes, I was advised about the gradual (and slight I might add) slope of the property.  However, even this agreed to workflow was not followed.  When I pointed this out to Mr. ***********, he said they could "lower the posts" by as much as 4".  My Wife and I chose not to go with that option because we felt it would compromise the structural integrity of the fence.  Think about it, the posts are buried in concrete, and they proposed pounding them down up to 4".  Even Mr. *********** would have to admit (if he was being fair and honest) that doing so would not be ideal.  While he makes a big deal about us not accepting that option, my point is that AS ****** AND I DISCUSSED AND AGREED, the top of the fence should have been installed 6"-8" lower.  The business fails to address the fact that they didn't follow the AGREED UPON workaround that was discussed beforehand.

  4.  Again, given the choices we were presented with (as discussed in No. 3 above), we chose to not have the structural integrity of the "floating fence" negatively affected by them "lowering the posts" up to 4".  So yeah, it was our choice but we weren't presented with a reasonable alternative.  And here is the first example of where Mr. *********** just pulls "facts/narratives" out of thin air.  My Wife and I STILL HAVEN'T DECIDED to install lattice.  It looks cheap and shoddy (which I guess is the hallmark of *** Fence's workproduct).  We will be exploring our options but bottom line, he's putting words in our mouths as we DID NOT say we were going install lattice.  Either way, whatever we have to do to cover up the crappy, shoddy, floating fence we were left with, it will come out of our pocket.  So, while the business cashed the check I'll send (as I live up to my end of the contract), they will happily go on to their next customer/victim and, regardless of the outcome, they will say they did everything correctly (while at the same time not displaying my negative review and not placing photos of my floating fence on their site, despite them being so proud of it).

  5.  Here's the biggest fabrication by Mr. ***********:  why would I say we don't have an HOA???  I am the President of our HOA!!!  It's easy to type things and portray them as facts (as he does throughout his communications), but this one is especially egregious and just goes to show that he will say anything and take any position that purports to put *** Fence in the best light.  The next fabrication is that my Wife and I confirmed that we could not have an 8' fence as a result of Building Codes.  As he stated previously, and I readily admit, we are not fence experts.  How would we know what the Building Codes allow?  So yes, it was mentioned by ****** and the work crew woman that it may be an issue, but my Wife and I certainly didn't "confirm in front of 3 people that we could not have an 8' fence as a result of the building code".  While putting words in our mouths suits the company's position, it is a convenient lie, made up by someone who is painting a false narrative.

  6.  This reiteration/recap of half-truths, misrepresentations and lies and the mischaracterization of the entire engagement doesn't make it any more accurate than the first time it was said.  As for the statement that I waited until the work was completed to contact the BBB is ludicrous.  By his own admission, I had tried previously to point out how unfair and unacceptable the options I was given.  We had some pretty pointed words in my yard.  Is he saying he was shocked that I was unhappy?  He was shocked when he heard from the BBB?  He was shocked that he has to bury my negative review (along with all the other negative reviews that prospective customers don't get a chance to see before engaging them)?  I call BS.  Rather than being a decent businessperson and offering at least somewhat of a compromise to resolve the horrific workproduct I was left with, he escalated the situation and threatened me.  At that point, my Wife feared about the situation progressing further and asked me to shut things down.  I did so in deference to her, NOT to Mr. ***********.

  So, I'm left with a fence that doesn't come close to meeting the ground and the prospect of spending several hundreds of dollars to cover up *** Fence's shoddy work.  And being told that USA Fence thinks putting lattice to cover up their s***** work may help them sleep at night, it's clear to me that hardworking people who spend their money out of pocket due to storm damage deductibles are being given that option by USA Fence quite often (considering how quickly it rolled off his tongue as a "solution". They should be ashamed at what they left me.

  
  Sincerely,
  
  ***** *******

• Initial Complaint

  Date:07/24/2024

  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.

  Called ******* location No phone quotes allowed Had to Come out Scheduled app, modified my work schedule and asked that they bring real samples *************************** arrives- No samples, brochure only which I could have viewed online Pick special order materials, **** states cant quote you have to get a quoteWhy are you here????Weeks go by, I call asking for quote on 3 occasions, months later still nothing but wasting my time Neighbor used them, he is in his 90s Told him they had to pull permit *** starts fining him as no permits were pulled and he now has to tear the brand new fence down

  Business Response

  Date: 08/08/2024

  ..Mr.*********************, yes, had an appointment for an enclosure for his garbage cans.When I arrived for the appointment, ************* demanded samples of the fence that he wanted. Bufftech. The fence style ************** wanted was a material from a vendor that I have never sold before. I informed ************** that we did not have any samples, and ************** became somewhat enraged. There are dozens of styles,and patterns, and colors that it is unreasonable to think that I was able to have all the samples. I did have in my possession the catalog for the Bufftech fencing, and asked ************** to select a style and a color, and I would send the information to the vendor for availability and pricing. Again, ************** irrationally lambasted me, USA Fence, for not being able to offer him pricing right then and there. ************** didnt understand the special order that this material was. After considering the way ************** denigrated me, and my company, it was my decision not to provide ************** the proposals he sought.In my humble and professional opinion, I thought ************** wouldnt be a customer that could ever be pleased, especially after the way he denigrated me and USA Fence. He was informed we wouldnt be providing a proposal for his 12 feet of fencing. 
  ************* brought up his neighbor's fence. Quickly, I will explain. The neighbor had 16 of wood privacy fence in his back yard damaged by Hurricane ***. He was given a proposal to replace the wood fence with 6ft tan PVC. The neighbor was warned by me that his *** didnt allow the fence style he chose but insisted on us installing it.  We didnt get a permit, because none was needed. We replaced the 16ft of fence in the same line. The *** approached the neighbor and fined him for not having the approved fence style installed. I discussed with the neighbor and gave him options to fix it, and the neighbor informed me he was taking the fence down. That is why the neighbor's fence is down. 
  
  ****

  Customer Answer

  Date: 08/12/2024

   
  Complaint: 22037687
  
  I am rejecting this response because:  This entire response is fictional......It is very sad that the first line of defense is to blame the consumer/customer, make up absolute false statements and simply lie to paint a false narrative to somehow make himself and his company appear in the right.  I was kind and respectful during ****'s short visit, "enraged' is 100% fictional, "denigrated me", again fictional and delusional, "lambasted me" yet again just a straight untruth, all of the response is a fully made up back story to justify his companies lack of professionalism from all points of contact.   In my call to schedule the appointment, staff were requested to have the salesman bring physical samples in ***************, the only in stock they carry is White and Light Tan so he knew before coming he did not have samples, but did not call to say or advise of this detail.  16 ft in ***************, pretty simple... I advised I was not making choices from a booklet, I could have done that online without scheduling time from work to meet, but went along with the program, chose the fence and even had it marked out on the lawn for him and measured. We simply stood, looked at his catalog, I made the choice and he left with nothing negative said period.  I waited weeks called, again a few more weeks called again and each time told "we are waiting on pricing on 16 ft of PV Fencing from the vendor as its special order", at no point did **** state we are not providing you a quote, months later they simply never did provide the quote or follow up essentially stealing my time.. I submitted this Complaint as this company does not respect you or your time and with the given response, I am very glad I did submit the Complaint as a company truly show's what its is made of in these situations, blame the consumer and create a fully false narrative around their interactions with the consumer to hope readers will side with the fictional/victim story telling of the companies talking head, in this case ****.. Very sad and pathetic response on all levels. 

  Lastly, the response also includes how they conducted themselves with my 90 year old neighbor and the response is again blaming the consumer and absolutely rejected, Interesting they told me a Permit is Required if a Licensed Vender (USA Fence CO) installs the fence, but if a homeowner does it  DIY, it is not required, they told the neighbor he required a permit and charged him for the permit then did not pull a permit, so once the *** received his Approval request and noticed the vendor he was forced to remove.

  
  Sincerely,
  
  *********************

• Initial Complaint

  Date:11/08/2023

  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.

  In August 2023, *** fence installed a new pvc privacy fence and 2 gates. During the installation I contacted the manager with issues including several missing support I beams that were to be installed inside of fence posts. Fence rails that were not properly installed, fence posts that had been cut off between 12 and 22 and I wanted those replaced with full length posts and fence rails straight. I then noticed employees pouring concrete inside the fence posts and called the manager again advising him of what I had witnessed. He rudely criticized me for finding too many things wrong with their installation. I told him that pouring concrete into the pvc post would in no way compensate for the loss of integrity from cutting the posts short.I also advised him at this time that the reaction of cement and bare aluminum is detrimental to the integrity of the aluminum and the cement. He said not to call him anymore about this.He said that he would talk to someone else and get back to me with a response of how they were going to remedy all these issues.I have not heard back from him or anyone else yet as to what he intends to do about these issues.The $5,786 paid was 50%. It has been about 90 days since I talked to him.

• Initial Complaint

  Date:06/26/2023

  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.

  Fence installed with up to 10 of gap at bottom (dog can run away), and uneven at top even though contract stated even top. 4x4 post only 4 in ground on an 8 fence. Gate latches installed with locks on the outside. Sprinkler line broken in several places when digging post holes. Installed north part of fence in wrong spot therefore leaving me a gap in the east side. Cut away apart of existing west fence leaving a gap on west side (text message with salesman and picture of my arm for measurement) Split boards never replaced. Bowed 4x4 post installed. Old posts cut above ground and left for someone to trip on. Concrete on one or two sides of post instead of all the way around(video available). There is more issues that were discussed with usa fence that were supposed to be corrected but they never have time, even a few no call/no show appts from management to come to this site to see this horrible work. *** sent a sub contractor who doesnt speak English and no one from company comes to make sure that the job is being done correctly. Got offered $600 credit (never applied due to zero communication) but that would not cover all corrections. Now usa is trying to charge late fees on this incomplete job. Pictures, text messages and few neighbors testimonial is available. Also another customer of theirs is claiming same issues that I got in touch with. Was not able to upload all pictures and videos and would be glad to email.

• Initial Complaint

  Date:04/10/2023

  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.

  On 10/19/22 After hurricane *** *** fence was contacted for an estimate for my fence damage a rep ****** came out and estimated damage at $3,000.00 said to place half would secure work within 6 weeks didnt hear from them, they didnt return my calls four months later called the ********* office they gave me ***** number at ************* office 2 months of conversation he has his crew come out they cant complete the work, so I ask them to return my unused portion of the down payment no response, poor customer service , tired of being ripped off they do not respond !!

  Business Response

  Date: 04/11/2023

  .Hello ****************, Thank you for reaching out with this issue. The job notes I am seeing from the installers are showing obstructions in the path of your 85 of 6 chain-link Fence. I am showing the 38 of  4 chain-link and gate was installed without issue.Your contract total was for $3045 the breakdown of these charges is as follows
  
  85 of 6 Tall fencing at $18.75 per foot *Using your existing end post
  $1594 Fence
  $80 removal cost
  Total $ **** Not installed
  
  38 of 4 Tall fencing at $16.75 per foot * with 6 ******** post and one 4x5 gate
  $636 Fence
  $480 ******** post
  $235 Gate
  $20 Water line assurance
  Total $ **** Installed.
  
  
  You paid a deposit of $1561.05 minus the installed $**** Would leave $190.05 surplus from your deposit on your account.
  
  If you would please check your credit card statement to verify you should see a refund credit of $190.05 on your account.
  
  Thank you so much for choosing us and we apologize for the prolonged wait time as we are experiencing higher than average demand.
  
  ***********************
  Quality Control Manager

• Initial Complaint

  Date:03/15/2023

  Type:Service or Repair Issues
  Status:

  UnresolvedMore 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.

  Contacted USAFence regarding a warranty issue with corrosion and paint fading on aluminum fence that was less than a year old and have been ghosted and ignored when calling and inquiring

  Business Response

  Date: 04/03/2023

  ******************,
  
                 Attached are photos of the powder coat that has been rubbing off along with photos of why it is rubbing off (Due to you tying rope and other things along the top rail) Despite this* We have told you repeatedly that if you bring the damaged panels in we will happily exchange them for free. You have some corrosion on your caps and hinges due to you living directly on salt water, we will happily exchange those for free also. All you have to do is bring in the parts.
  
  

  Customer Answer

  Date: 04/03/2023

  As I mentioned in my conversation with **** and **************** have a 4 yr old son and live directly on the canal I cannot remove sections and leave the area unprotected.

  As to the item tied on the fence those small tie ropes were drying for less than a day and were not even in the area of the fading. If you review the photos I sent you see that. I provided a lair of items needed if you can have those available at ************* location I can pick them up and have the defective items returned to you in a day  

  Complaint: 19599564
  
  I am rejecting this response because:
  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:12/19/2022

  Type:Order 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.

  Company failed to complete the job in 90 days. Required more than 10% down. Responded via voicemail to first certified letter and then called back and retracted their response. No response to second certified letter requesting full refund of deposit.

  Business Response

  Date: 01/30/2023

  ********************, we were a standard 4-8 weeks out on install when you signed with us for your wood installation. You stopped into the office six weeks into the job (approx. 42 days), and stated you wanted to cancel your contract due to the work not being started in 90 days time. We are happy to waive the standard 40% cancellation fee of the job due to the materials being a custom order wood panel in order to match the existing fencing at your home. We will only withhold the amount listed on the contract that you signed for obtaining a Charlotte County fence permit. 

  Customer Answer

  Date: 01/30/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and I am attaching the second letter that was sent to the business and they never responded until this response. By law they owe a full refund 
  
  Sincerely,
  
  *******************************

• Initial Complaint

  Date:11/28/2022

  Type:Service or Repair Issues
  Status:

  UnresolvedMore 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 have never been on the BBB site or have I ever had a problem with any company. **** came out on 9/2/21. We liked him and the fact that they also took care of the permits. On 12/5 they came out to install. My husband noticed that the black chain link gate they installed was shorter than the fence height. No one on the site seemed to know about what we ordered. My husband had to catch a flight and the fence was mostly installed so being honest people we gave them a check for all but $541 and figured he would call **** about the gate. **** went to check and said yes you are right, we will fix it. Then the problems began. When we got back home, not only was the gate wrong, they never enclosed the white fence or put the tips on the fence that we paid for. I made many phone calls and finally after 6 months someone came to the house and we went over the problems with him. Being a team player we said we will keep the wrong size black gate but we wanted the work done that we paid for and we wanted a white vinyl gate to make up for the mess up on the black gate. He said okay and took some measurements. After 3 months without anything I started calling again with no return phone calls. Then I received a letter stating our balance was delinquent. We always pay on time and tip well for FINISHED projects. I left a message stating you are getting nothing from me. I have ran multi-million dollar businesses for almost 40 years. Contractors go to jail for taking people's money, not returning phone calls and not completing their contracts. We all know about covid. The company that I help run closed for 7 months but I answered every customers phone call. I want a $2,000 refund to cover the mess you have left us with. You people have been crying the blues with your problems, my husband got diagnosed with aggressive cancer this year and instead of concentrating on that we are wasting precious time arguing with you to finish a fence that should have been done a year ago. JUST SHAMEFUL

  Business Response

  Date: 12/20/2022

  Hello ***************,
  
  We apologize and are unhappy to hear how your job has gone.This series of events is certainly inexcusable. I will personally come to your home at a date of your choosing to personally oversee your project is finished and you are satisfied. We will certainly discount the remaining balance of $541.00 and will absolutely replace your gate. You should not have to have a gate that is the wrong size. This will be handled efficiently and professionally. We are here today only because of customers like you and we appreciate you. Thank you so much for your business.

  Customer Answer

  Date: 01/20/2023

  ***********, thank you for answering my complaint. I appreciate the balance being written off.  Please let me know the name and phone number of the person that I am supposed to contact that will personally come to my house. Keep in mind the only problem is not just the gate. We have no vinyl tips on the top of our white picket fence, there is also a portion of the fence that we paid to put in that was never done. My husband is currently going through chemo treatments here in ********** so I am not sure exactly when I can meet someone there. I was hoping at least that somebody can come and put the tips on our white fence and then when we get down there we could discuss the gate and the unfinished part of the fence. I have attached a picture so you could see the tips that are missing from the fence, none of them were ever put on. 
  

  
  

• Initial Complaint

  Date:07/08/2022

  Type:Billing 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 have been working w USA fence since 3/22/22. They have returned very few phone calls since receiving our deposit of $5753.30. No fence. Always another excuse. We cancelled the fence on 6/21/22 by phone talking w Cody and requested refund. Emailed 6/25/22 to Eric again requesting refund. Today 7/8/22 spoke to Cody and he said Caroline,not he is responsible for refund and she not there today. Can you assist us?

  Business Response

  Date: 08/19/2022

  Business Response /* (1000, 9, 2022/08/03) */ From everything I can see on this. This has been refunded. It looks like you also disputed the charge.