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:04/01/2025

  Type:Product 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 vendor a deposit of $4224 in November of 2024, have not been able to get a definitive date for my fence installation. As the customer i had to notify them that the city was waiting on an update for the permit. I am told it will be 2 more months before production can put me on the schedule. I would like my money back so I can use a more reputable vendor.

  Business Response

  Date: 04/07/2025

  We received our customers materials and we were able to install Mrs. ********* fence. 

• Initial Complaint

  Date:09/28/2023

  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 commissioned this business for 50ft of fencing and 2 custom gates. The day of installation the wood was installed covered in mold and mildew as shown in the photos when this was brought to their attention i demanded the tainted wood be replaced instead they simply power washed the wood damaging it further and the mold remains i have asked repeatedly for them to replace the wood of which they have returned and done so 1 board at a time and continually charging me the remainder of the balance despite there being close to 10 boards left to replace i offered to just drop the whole complaint and deal with the mold myself as they clearly have no intention of actually completing it un exchange for any discount they might offer or they could simply come and finish the work for the agreed upon amount i simply want this work done rather than being hung up on wrongly charged and time wasted with excuses.

  Business Response

  Date: 10/10/2023

  The customer is complaining about natural and common events that occur with the type of product he chose for his fence. The customer is stating that there is mold on the fence, but the pictures provided show sap on the boards. Sap is what is in the pine boards and is a normal trait of the type of material the customer chose. The customer asked us to pressure wash the fence and we did so at his request without charge. The post that is shown in the picture with the crack was replaced at no charge. The customer signed a contract acknowledging the wood fence disclaimer stating “Wood fences carry a lifetime warranty against rotting, decay and insect infestation. This warranty does not extend to checking, waning, warping or discoloration. These are common and normal events for wood materials”. We feel we have went above and beyond for this customer and he is being unreasonable with his request. The project has been completed in it’s entirety. This is a frivolous claim

  Business Response

  Date: 10/12/2023

  These are false claims and the contract says nothing about mold. The wood he chose for his fence is pressure treated pine and everything the customer is experiencing are normal characteristics of this type of lumber. The customer signed a contract saying that he understands the wood would do and act exactly like its doing. Wood is a natural product produced from trees and pine trees have sap. Any other pine lumber we could replace it with would look exactly like it currently does. 

  Customer Answer

  Date: 10/16/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:

  Under 5. It states i have wararnty against mold and mildew it states from the manufacturer if this business is unwilling to assit me i will happily take the matter up with whoever supplied the mold infested product they can simply supply me the contact information. Furthermore why is it the manager mark stated that because it was not alot of mold that pressure washing should fix it thus admitting to it being mold and if it wasnt then why as my fence pressure washed ? This company has boldly lied to me before and is continuing that tradition they clearly have no intention of doing the right thing.
  
  
  
  Sincerely,
  
  
  
  ***** *****

• Initial Complaint

  Date:07/19/2022

  Type:Product 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.

  I live at ******************** and on June 23, 2022, I submitted a request to have someone come out and repair my fence installed by Complete Custom Fence back in May of 2020. One of the gates for the double gate has cracked near the hinge, and the gate is slowly falling off. I was told on that date that the information was sent to the Operations Manager and that I would be contacted regarding the repair.
  
  On June 11, 2022, still not having heard anything from anyone at Complete Custom Fence, I again reached out and asked about the status of my request. I received a response on June 13, I was told that the Operations Manager would again be contacted and that in a "few minutes" the representative would reach back out to me. That never occurred. On June 15, 2022, I again reached out and indicated that I had never heard back from the representative. She apologized and said that she would pull my file up and speak with the Operations Manager to get me an answer. That still did not occur. On June 18, 2022, I called the business and spoke with the representative who indicated she remembered my request and that the Operations Manager was in Tampa, but that she would contact him to get in touch with me and that she would reply to me by the end of the day to give me a status update. That never happened.
  
  I really would like to have my fence fixed. If Complete Custom Fence is unwilling to fix their work, that is fine, but please just tell me you are unwilling or unable to do the work so I can engage someone else to complete the job. The gate is getting worse by the day, and the fence is used to contain my dogs so they don't get out of the backyard, so I would rather not have it break at an inopportune moment.
  
  Thank you for your time.
  

  Business Response

  Date: 07/25/2022

  Business Response /* (1000, 5, 2022/07/21) */
  This is not warranty work. This is damage from a storm. We are running 6-8 weeks out on repairs and its tough to give a definitive date on when we can be there with it raining every day and dealing with the other issues that can back the schedule up, that are behind our control. With that being said, we have a date of the 28th of July set to come out and get it repaired.
  
  
  Consumer Response /* (2000, 7, 2022/07/22) */
  (The consumer indicated he/she ACCEPTED the response from the business.)
  Thank you for the response. If someone from the business had communicated with me and told me that repairs were scheduled, it would have avoided the need for a complaint. In addition, please note I never indicated that I thought it was warranty work. I even told the represntative the first time I spoke with her that I was willing to pay for the repair. I just needed an estimate. I hope to see you all on the 28th!