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:07/11/2024

  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.

  See attached word document for detailed description.

  Customer Answer

  Date: 07/11/2024

  In February 2024 I paid $23,275 for a ***** Vinyl fence.  On March 23^rd I sent ******* ******* (owner) an email requesting a meeting, at his conveniece, about my fence gates. Fence gates were not installed properly.  I am having problems opening and closing the gates and requested handles to be installed.  The following week someone adjusted the center horizontal board on the gate which created a gap (looks bad) and did not knock on my door to meet with me about the door handles.  I was home all week. I also have before/after pictures of the gate.    

  On April 11^th I sent ******* another email about several fence posts not being stable causing the fence to wobble during wind gust and that one post is missing the cap.  I also followed-up about the gate handles I requested emphasizing I HAVE GOT TO BE ABLE TO OPEN AND CLOSE THE GATES ON BOTH SIDES.  I stated I will be glad to pay for them. Currently, I can only open the gates from the backyard and one gate will not lock at all.   ******* responded April 11^th stating he would send someone to my home after the storm passes, possible over the weekend.

  May 6^th - No communication from Accurate Fencing since April 11th.  I sent ******* a third email requesting approximate dates he plans to correct my fence issues.  I advised him I want to make sure I am home to pay for the handles and point out the loose fence post.   ******* response the morning of  May 7^th - they have been working out of town most of the month.  The employee he was sending cut his foot and should be back to work Wednesday or Thursday and then will be by your place.  ******* sent email the night of May 7^th stating the employees foot swelling went down, will be back to work tomorrow and will tell him to stop by my home.

  As of today, July 10^th Accurate Fence has not contacted me.  I do not understand how this company can be a BBB member based on what I have experienced.   Regardless, I paid a lot of money for the fence and need the issues referenced above corrected.

  

  Business Response

  Date: 07/25/2024

  complaint id#********

   

  Yes the ***** colored vinyl. 

  We remember it well.

  Very rare color faux wood vinyl. 

  Any missing pieces that are needed we do not carry in house. 

  The manufacturer will most likely send you post caps.

  We have been running 3 crews and working weekends until recently when several people in the company caught ******** which I thought was not an issue. But apparently it is. AGAIN AN ISSUE.

   

  We stand by our installations and as stated. Guarantee them. 

  I've got a request for a specific installer to come to your home who does NOT have ******** and is back from his vacation which was quite long actually. 

  Wish I was him. 

   

  So expect a call to "adjust your gate" which was perfect when we did 5 walk-throughs on the installation with the home owner and with 3 separate men. Including the owner of the company. 

   

  Any gate issues will be looked at by the person you requested.

   

  I will attempt to get him to go look at this JULY 24th while our other NON-******** INSTALLER goes to another project to adjust that fence.

   

  Thank you and we apologize for the lack of communication as we have been trained out and holidayed out and heat waved out.

  But as usual will GET ER DONE. 

   

   

   

   

  ACCURATE FENCE
  

• Initial Complaint

  Date:07/01/2024

  Type:Sales and Advertising 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.

  Hired Accurate Fencing. Jacksonville Florida
  Installed 4/25/24. Wood cracked, split immediately. ***** drooped. 6/6/24 fencers returned, installer told us first crew had no experience. Replaced one set pole. Owner blamed it on bad wood. Owner gave us lots of excuses promising to returned with new fabrication. Owner said he had to take care of current jobs first. We paid $1754 for a unfinished job and Owner has made it clear we are not a priority as his current jobs are. He had taken advantage of 2 senior citizens who are retired vets.

  

  Business Response

  Date: 07/15/2024

  Last Thursday this was addressed and the gate was re- hung and repaired.
  Just got off the phone with the customers. They are happy.

  ACCURATE FENCE
  **** ******** **** *** ***
  ************* ** *****
  ************

• Initial Complaint

  Date:01/26/2023

  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 paid $15,125.38 to Accurate Fence, LLC ($7700) and owner ******* ******* ($7425.39) to install a white vinyl fence around my backyard. The project began Dec 5, 2022 at which time *** ******* told me it would be a "2-3 day job". It is now over 7 weeks later and numerous sections are not level (up to 10 inches) which is a result of not installing concrete around the posts as he documented he would before the project began and on numerous text messages. The fence was also installed against a tree that is applying unnecessary pressure to a large panel. The following are several text messages from Mr. Lanham: On 12/27/22: "We'll come out and adjust it, add more concrete. Like tomorrow". 12/29/2022: "After going to the dump 3x I'll stop by". 12/31/2022: "1st or 2nd" (referring to Jan 1 or Jan 2, 2023), "We put an actual LEVEL on every panel like we do every fence that we install. If anything sunk like the right side. It was after the ground settled. We will RE-SET and put a level on all panels" "I think my guys will be back from vacation by tomorrow. Yes." Jan 6, 2023: "Another walk through won't hurt. I'll bring guys to adjust whatever needs to be adjusted. " Jan 17, 2023 "Joe" a representative from *** *******'s company showed up and stated: "This is not right". He spent appx 1 hour on one side of the fence and never returned to complete the work. The owner has never come out to assess the problems. Please advise.

  

  Business Response

  Date: 02/09/2023

  This is my official response to:

  *** ********

   

   

  Your fence was installed and all materials brought to your home even after you BOUNCED A CHECK for $7700.00 to my company and then we waited 7 days to get paid for the deposit alone.

  Every fence that we install on uneven ground gives the customer 3 choices:

  1) (which has nothing to do with my company) BRING SOMEONE IN TO GRADE YOUR GROUND BEFORE INSTALLING A FENCE

  2) Either you can run the fence touching the ground which most people to not like that have uneven ground because it looks like the fence goes up and down FOLLOWING THE UNEVEN GOUND

  3) WE POP A LINE ON THE TOP AND FOLLOW THAT LINE SO THAT THE TOP OF THE FENCE IS STRAIGHT....This makes the bottom of the fence have large gaps in it (up to 10" if thats how uneven your back yard is.)

   

  So you either run the fence with the ground and it will not be LEVEL across the top or your run the fence level and it will usually have a gap at the bottom which can be filled by adding sod or dirt.

   

  In your case, I sent out install crew 3 different times and I personally walked your entire yard over 10x.

  The last time that we sent out a crew to "lower the fence" you left your neighbor who shares the fence to the right in charge of making sure that everything was done properly.

  I've been in the fence business 11 years and you are the first person the bounce a check to my company.  Also, you saying that we NEVER CAME BY TO FIX YOUR FENCE is a blatant lie.  First of all there was nothing wrong with your fence.  After 2 storms some of the posts SANK which is a 30 second fix of pulling the post up, repacking the dirt, and IF NECESSARY, ADDING ADDITIONAL CONCRETE.  After it rains sideways usually pouring concrete that is powder dry is sufficient as it will harden when it rains.  However, we pour buckets of water on them accordingly to make sure that the concrete drys the day we are on the job site.

  Mixing concrete and pouring the holes filled like your "expert fence repair guy" told you is great.  After over 5100 fences installed I am letting you know that it isn't necessary and the only reason that the posts sank is that it rained very very hard 2 days after the installation.  

  Either way you lying saying that we never came by your home after the initial installation took place is not a good idea.

  You leaving your neighbor in charge that told me personally over the phone that my guy WAS MAKING US LOOK GOOD BY DOING EVERYTHING HE COULD TO ADD CONCRETE AS NEEDED LOWER OR RAISE THE SECTIONS AS NEEDED.

  YOUR guy that YOU left in charge to overlook MY TEAM told me that everything looked EXCELLENT and then and only then did we leave your property.  That was the 3rd time we went there to RAISE THE FENCE that sunk into the ground after hard rain....

   

  So here's what I will do 1 more time.

  FREE OF CHARGE OF COURSE.

  I will send 3 men out to walk the line once again and talk to your neighbor and get him to walk around with us and anything that doesn't look right we will fix.

  Hard to believe that it got destroyed AFTER we got the compliment from your neighbor saying that it looked great.

  Next time, talk to your neighbor before saying we never came to look at your fence.

  Or even better...CALL OUR OFFICE AND WE WOULD HAVE COME BACK THERE FOR THE 4th TIME TO ATTEMPT TO MAKE YOUR HAPPY.

   

  This is ACCURATE FENCE TEAM'S & the Owner, ******* ********* OFFICAL RESPONSE to the complaint.

   

  We offer LIMITED LIFETIME WARRANTY on our installations.  PERIOD.

  WE COME BACK TO MAKE ADJUSTMENTS AFTER STORMS AND ALWAYS WILL IF NEED BE.

   

  ******** ****** ****

  **** ***** ******

  ************* ******* *****

  ***** ********