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:08/07/2023

  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.

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

  You are demanding us to sign a release in order to receive reimbursement of property damages your company made.  We will not sign anything when this was not our fault and we did not have a contract with you.  There are multiple people claiming property damages as well on all social media platforms so this is obvious an ongoing issue with this company. Again, we are requesting reimbursement for damages caused on our private property. 

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

  

  Business Response

  Date: 08/21/2023

  Hello,

  We had a contract with our customer, your neighbor, at Lot #***.
  We were installing a fence within our customers property line (Lot #126) on July
  25th and got the proper approvals from Orange County and Homeowners Association
  to do the work based on their property survey that was also approved. A picture
  is attached of their survey, which is public record, saying our customer at Lot
  #126 has 5 feet (60 inches) of property. Another picture is attached indicating
  the fence was placed at approximately 59.5 inches which is inside their
  property line but outside of your property line (*** ******

  We are truly saddened at the fact that you never gave us the
  opportunity to try and help you fix your issue during the install if that is
  when you say your cables were cut, instead you send us a bill demanding
  reimbursement for something you and your landscaper are saying alleging. No
  proof or pictures were provided instead we are being demanded to take your word
  and your landscapers word for it. Truly hard to tell who cut your cables,
  whether it happened before, during, or after our installation at our customers
  property (your neighbor) especially being that the digging for the posts
  occurred within our customers property line.

  The manager, Nico, tried explaining to your husband that your
  irrigation system was installed by your home builder or whomever your home
  builder contracted for the work whenever they were building your home and if
  what you both are alleging is true, then that means your home builder
  put your cables in your neighbor’s property, where it doesn’t belong and the
  home builder should have been contacted somewhere along the way and
  have them move your cables over to your side, but he misunderstood.

  We do use Sunshine 811 because it is required by Florida law for
  us to call them to come out and locate and mark any underground Utilities on
  the property that we are doing the work on before we do any digging. Irrigation
  is not a utility, so those do not get marked nor do they get detected by metal
  detectors when we’re looking for property pins right before doing any digging
  because irrigation uses PVC, which is why our contract states we are not
  responsible for any sprinkler or irrigation, they are typically underground and
  very difficult to see.

  We are experts in Fencing not anything related to Landscaping or
  Irrigation. If allowed the opportunity, we would’ve called out our internal
  service team to check out the issue and assist just as we did for the top layer
  internet cable that your neighbor, our customer, did call us about the day of
  installation and we got it corrected.

  We're incredibly sorry that you have encountered this
  issue. 

  If you have any questions,
  please contact us at ************ or send us an email to *********************

  Thanks,

  

  Business Response

  Date: 09/05/2023

  Hello,

  As mentioned to your husband separately via message, a General Release Document was mailed via FedEx with a return envelope to your address and was delivered on 8/21/23.

  Upon us receiving the Wet Signed copy, a payment will be issued. At this time we are unable to proceed with reimbursement, without a signed Release.

  Thank you,

• Initial Complaint

  Date:10/17/2022

  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.

  We had our fence installed on Sept 1, 2022. We paid fence mall $7200.00 cash to properly install our fence. We signed a contract stating we had a 1 year workmanship warranty. It was said to cover leaning, and adjustments of posts and gates as well as overall straightening of the fence that becomes defective due to improper installation. On Sept 28th Hurricane Ian came through central FL. Our entire fence around the entire perimeter was destroyed. After close inspection to the installation of our fence it was then clear it was not properly installed. We contacted the company with photos and they quoted us $1000.00 to repair. We had the sales lady come out to our property to inspect and she was very certain the visible improper install would get us completely covered. She contacted Nico the manager and he insisted we pay. We then discussed we wanted Nico to come to our property. He came to our home on Oct 8 2022. Went to ONE of the many issues his sales lady documented, insisted it was all storm damage and stormed out of our residence stating he was not doing anything further to help us. We have contacted this company several times for them to make this right and we have no response. If a brand new month old fence cannot withstand a FL storm then I beg to know why? I have plenty of proof to ensure this fence was not properly installed. I want my fence repaired at no cost as it should be.
  

  

  Business Response

  Date: 11/21/2022

  Business Response /* (1000, 5, 2022/10/28) */
  Hello,
  
  The contract was signed on 8/06/22 by the complainant's husband along with additional documents including a Customer Checklist and our Warranty information that was also signed by him, which I have attached. As stated on our Warranty, acts of nature or normal weathering conditions is not covered under Warranty. This is also reiterated on the Customer Checklist on #9 that was also signed and initialed by the complainant's husband. After all proper approvals were received, we proceeded to do the installation of the fence on 9/01/22 and final payment was received on 9/06/22.
  
  On 9/28/22 Hurricane Ian came through Southwestern Florida and across Central Florida as a Category 4 storm. We understand Hurricane Ian did affect some homes in many ways and in this case, some areas of the complainant's fence if not all were affected.
  
  On 9/30/22 the complainant's husband reached out to the office about the damage, and he was advised to send up some photos and videos for us to review. Images were sent and he was quoted $980 based on the images that were provided to repair.
  
  On 10/04/22 our sales rep, Rebekah, went onto the property to take more images and videos of the damage since that is what the complainant's husband requested. After reviewing the new images, it was more damage than what was originally sent, but we kept quote of $980 to repair as is. The complainant was still not in agreement because she believed that because being that 1 of the posts was near her water line and was "cut", that's why it was considered a "poor installation" and that's why the majority of her fence leaned over. So, then we agreed that I come out onto the property in Winter Haven with my installer to further discuss and we agreed that if by any chance we, Fence Mall, did do something wrong then yes by all means I would take full responsibility and would repair her fence at no cost to her.
  
  On 10/8/22 my installer and I arrived on site to hopefully come up with a resolution and to review the entire job. Since the water line was her biggest concern that is where we proceeded to check first. When my installer and I looked at it, you can see that that 1 post was put 1 inch or 2 inches beside the water line and was not "cut" how she mentioned and that that 1 post had snapped at the bottom near the concrete and that the 2 feet of the post was still secured underground with the concrete. I had advised her that the post snapped due to the strong winds pushing along her closed privacy fence and not due to poor installation as she claimed. Photo is attached (red is the post, and yellow is the water line). The complainant and her husband weren't in agreement again and the complainant proceeded to saying she was going to take legal action. Once she advised she was going to take legal action, at that point I did not feel comfortable discussing the issue any further, so my installer and I proceeded to leave the property and I let her know that we'll proceed that way if she so chooses.
  
  Again, I am sorry that Hurricane Ian damaged her fence the way that it did, but being that the damage was storm related and not due to an improper installation, I am unable to repair her fence for free but I am still willing to help her repair her fence for the original price quoted of $980 although the repair would cost more, but I am willing to take the loss to try and help her.
  
  Thank you,