Complaints

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

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  Mossy Oak Fence

  2120 N Orange Blossom Trl Orlando, FL 32804-5611

• 

  Mossy Oak Fence

  271 Southridge Industrial Dr Tavares, FL 32778-9127

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:04/30/2025

  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.

  I tried every email, and every mailbox was full and not accepting emails.I received a phone call today checking on the work, and I am not happy. The people who installed the vinyl fence broke an irrigation line. When I inquired about it, I was very disappointed that your company would not repair something like that. I understand you don't check for irrigation, but when someone is digging using hand tools, it only seems logical to check for that - especially when the sprinkler head was a few feet away. In fact, if they would have used the previous holes (since it was a replacement of an old wood fence, not a new install), this may have been avoided. This is after my wife took off work Monday, when we were guaranteed the vinyl and wood would be completed (Why she took it off - the salesperson said someone had to be here), the job took until Tuesday (So I had to take off a half day) to complete due to a "Small job" that took the entire day. Then, two signs were put in our yard offering $500 off (We are taking them down).Why this is even more disappointing is the work looks great. It makes me hesitate to promote your company because of the customer service (I had to call back 3x to only be told it would be the next day).I have removed the signs if someone wants to pick them up, and I will ensure to tell people about the service when they ask about the company.

• Initial Complaint

  Date:02/28/2025

  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 paid a deposit of $19,865.00 10 weeks and 3 days ago. I was told I would have my fence within 6 weeks. Six weeks came and they said they were only waiting on permitting. We told them we already have a permit so that excuse didnt work. Then they said they were waiting on material. Then they promised to be here 2/27 & 2/28 to set post and get started. NO SHOW!! No phone call advising. I spoke to them on 2/28 and was told the material came in but it was wrong. My GC went to their business. He asked to see the material. Of course it was not there and they maintained they did not accept it but afew hours prior I was told it was there. I called again to ask for verification that they have even ordered the material and they cant produce it. Ive asked for a refund but they said I will have it next week. Now how can I have it next week when its already been 10 weeks 3 days and supposedly the wrong material was just delivered this morning? This is a terrible company! The customer service is nonexistent. Please please please help me! I would prefer a refund and never have to deal with this unprofessional and shady business again.

  Business Response

  Date: 04/01/2025

  The ***** aluminum fence, which was special-ordered, has been delivered to the job site and fully accounted for. This was a highly custom project and took longer to produce than expected.
  We have been in business for 34 years and have never taken anyone's money without delivering on our commitments. *** ****** have chosen to install the fence themselves, and we respect their decision.
  At this point, the only remaining balance is owed to Mossy Oak Fence.
  We truly appreciate the opportunity to build a custom fence and look forward to seeing it come to life once installed. We take great pride in our work and are grateful for the trust placed in us.

• Initial Complaint

  Date:09/05/2024

  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.

  We had to call 3 times over the course of 4 weeks to get installation of our fence scheduled AFTER the permit was approved by the city. They never once called to schedule the install in those 4 weeks (they were just holding my deposit). Then, when painting the installed fence, they got white overspray on all the sidewalk and our brand new brick pavers. They also sprayed over the black fence hardware and it of course, immediately began chipping. They did come to replace the hardware but it was reinstalled very sloppily (bent and screws sticking through) and they never got the white paint overspray off my brick pavers. My brand new brick pavers look like c*** because they did a lazy job. It has now been 4 weeks and the one coat of paint they used to paint the fence is chipping off - not sure what kind of paint they used but clearly cheap/inadequate. And now, they will not return emails or phone calls to come rectify the problem or give us a partial refund to correct the problems ourselves.

• Initial Complaint

  Date:07/09/2024

  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.

  Warranty repairs to my 1 acre fence were attempted on April 17th and my fence is now in worse condition than it was originally with gates not functional. I cannot get a response from Mossy Oak Fence managers from my texts, vmails or messages left with the company receptionist. Originally I was told there was a supply chain issue in receiving materials from their vendors, but no communication in over a month and I am now being ignored. There was trash and concrete debris left along my fence line since 4/17/24 that Mossy Oak Fence refuses to remove. A resolution needs to be made as I have been extremely patient and understanding with this company, but Mossy Oak Fence needs to repair my fence issues or replace my fence as it is now in worse condition than it was before the repairs were attempted. I have been told only the 2 managers exist at this location to handle my issue and they refuse to return my calls.

  Business Response

  Date: 12/05/2024

  I am sorry we did not meet your expectations in regard to our communication.  We have had some supply chain issues with our vendors telling us delivery dates and then not meeting those dates.  the debris and trash should not have been left on your property.  If you still have debris, please let us know and I can have the crew come back out. Please let us know if you need anything additional.

  I will definitely bring your concerns before the ** and have him address this with our entire team!  This is unacceptable!

  Please accept our apologies on behalf of Mossy Oak Fence.

  Customer Answer

  Date: 12/05/2024

   
  Complaint: 21962410
  
  I am rejecting this response because:
  Mossy Oak has refused to return my calls, messages and texts since July regarding my fence gate that is falling off the hinges, digging into post and is now a liability, has hit 2 people in the head as well. There is also a replaced post that does not have concrete at the base and the fence wobbles when you touch the post. A few other areas that were not secured with nails, pickets and beams that are simply leaning up against fence and not secured. Posts that were installed with mold and multiple other issues that were never addressed. 
  Respectfully,
  
  ***** *****

  Business Response

  Date: 01/24/2025

  We have been in communication with the homeowner in regard to her repair. New management met with the homeowner and performed a site visit for a material list. The repair is scheduled for 1/30/25 or after,waiting on the homeowners schedule

  Customer Answer

  Date: 02/03/2025

  Warranty fence repairs have not been addressed to date as Mossy Oak canceled last scheduled appointment due to an apparent emergency. 

  Rescheduled for earliest date available 02/10/25. Please keep claim open as issued still  have not been resolved. 

• Initial Complaint

  Date:07/01/2024

  Type:Delivery 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.

  My partner, our four dogs, and I moved across country and closed on our house at the end of March 2024. I contacted this company a few days after settling in and they sent a salesperson over for an estimate (03/26). During the consultation, the salesperson guaranteed that they could order the material and install our fence within 6 to 8 weeks. We planned and budgeted for this timeframe. I expected some kind of communication during those weeks as we waited for our material, but we had no contact. We thought things were running smoothly. Four weeks into the process we are asked to select another product from a completely different manufacturer. Finally, as the 7th week approached, someone reached out through email to let us know our material would be delivered the first week of June or the week prior. Two weeks after this (the second week of June) we were told we had an install date for 06/19. However, this date came and no one installed the fence. I had to reach out to the company just so someone could tell me that they had to cancel a lot of the appointments for the week due to rain. It had not rained at our house all morning or afternoon, which would have given the installers 6+ hours to start the installation. Luckily, the installers came the following two days and installed the fence. The installers (subcontracted by the comppany) did an amazing job, but they cut our internet line because the company had not sent anyone to mark the locations of any piping or cabling underground. They did reach out and let me know they were sending someone during the waiting process, but that never happened. The material of the fence was also completely wrong and there was no apology or replacement offered. I have missed at least three full weeks of pay, not to include the entire day without internet, due to this company's negligence towards their customers. This company is NOT a top-rated company and I will never recommend them to anyone. Read their other reviews and complaints!

  Customer Answer

  Date: 08/14/2024

  Without any further communication for nearly a month, Mossy Oak Fence filed a lien on our property for the full remaining balance. However, and prior to all of this, we were told that we would be hearing back from someone at the company before receiving our final invoice (three weeks ago). Without negotiating, this company has failed me, my partner, our dogs, and our community with their bottom-tier customer service. A company "in the red" has no foundation to continue their business, especially one claimed to be based on customer service and customer satisfaction. Instead of trying to keep a customer for life, as well as their referrals, and taking care of their needs and keeping them happy, Mossy Oak and its executives have clearly demonstrated they do not care about their clientele, nor do they care about the hindrances and hardships that they cause them. Mossy Oak should be investigated for defrauding their customers with overpriced products and using bully tactics to scare them with legal documents. Furthermore, we were left with ONE document, a yellow transfer sheet with just my signature.

  Business Response

  Date: 12/05/2024

  Hello *****,

  I'm sorry that the materials that you ordered took longer than expected.  The dark sequoia color is a special order, and the time frame was out of our control as we do not make this product in house.  We should have communicated better but our vendor would give us expected dates that were not met and then it delayed the install date and time.

  We do call in locates on every job as it would be illegal for us to install a fence without them.  911 Sunshine locates do not locate private lines and it would be up to the homeowner to locate them as stated on our contract.  Damaged lines in our industry are very common as they are why it is stated on our contract front and back as well as an addendum.

  I understand that you feel that you received the wrong materials, but what we installed is what you signed for on your contract.  A copy can be provided for your records.

  If there was any other verbal communication between our *** and yourself, a change order would have been issued and a signature would have been required to change the product.

  For your loss of time, we can offer a $1500.00 discount off your final balance.

  Again, sorry for the miscommunication between you and *****.

   

  Customer Answer

  Date: 12/06/2024

  
  Complaint: 21927963
  
  I am rejecting this response because:
  
  it has been months with ZERO communication whatsoever. Not even an inkling of anyone wanting to resolve this issue in a civilized, neighborly manner. I asked to speak with an executive over the matter and I was never connected to them. I was told by ***** that I would hear back from him or someone else but that never happened, and this was back in July, 5 months ago. Instead, we were surprised with a property lien.

  
  I was willing to negotiate the matter because Im a fair person and the job was MOSTLY completed. The gates are missing locking pins and we are not satisfied with it being left undone. I cant even keep the gates closed without my dogs getting out. I have to keep a giant rock there to keep the gates closed. 
  
  Had ***** done his job properly, or if anyone ever checked anyones work, there would have been a change order, something I was unaware of that should happen at the time. I was told we would be receiving the textured sequoia and we did not. If that product comes in and is installed, I will pay the remainder of my balance.

  
  $1500 is not enough to compensate for the amount of hours of work I missed due to your companys negligence, miscommunications, and failures. This is money I could have used to pay you for the unfinished, unsatisfactory job.

  
  Im in architecture so I know what lead times are, and if lead times are missed, it comes out of the suppliers/vendors pocket, not the customers.

  
  In order to resolve this matter, I am willing to pay $1500 to never speak with or use your company ever again. I know Im not the only customer this has happened to, and your ******************** ratings and reviews say it all.

  
  Sincerely,
  
  ***** ***

  
  

  Business Response

  Date: 01/08/2025

  I have attached our terms and conditions for ***** **** for which he signed.

  The proposal that he signed for does not say textured Vinyl and if it did, he would have had to initial the "special order" box.

  According to the terms and conditions that he initialed, please note #** and #**.

  Seller (Mossy) should not be liable for delay in delivery or default resulting from any cause.  He states that the company should be liable. Not so per our contract.

  Also, please note on line ** that no verbal representations by seller's employees are bindable.

  He still owes us $11k and we will not accept the $1500.00.  We placed a lien on his house, and we will proceed with legal counsel.

  Business Response

  Date: 01/21/2025

  I have attached our terms and conditions for ***** **** for which he signed.

  The proposal that he signed for does not say textured Vinyl and if it did, he would have had to initial the "special order" box.

  According to the terms and conditions that he initialed, please note #** and #**.

  Seller (Mossy) should not be liable for delay in delivery or default resulting from any cause.  He states that the company should be liable. Not so per our contract.

  Also, please note on line ** that no verbal representations by seller's employees are bindable.

  He still owes us $11k and we will not accept the $1500.00.  We placed a lien on his house, and we will proceed with legal counsel.

• Initial Complaint

  Date:04/23/2024

  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.

  Mossy Oak broke my irrigation and would not fix it.

  Business Response

  Date: 04/24/2024

  We do not cover sprinkler line damage as we cannot see underneath the ground.

  Our sprinkler agreement as well as our contract clearly states that.

  Thank you!

  Customer Answer

  Date: 04/24/2024

   
  Complaint: 21616010
  
  I am rejecting this response because:

  They broke it, they need to fix it.  The area can clearly be seen.  It's a simple fix, yet the company is not willing to fix what they broke.

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

• Initial Complaint

  Date:11/30/2023

  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 contacted several fence companies to have a 6-foot white vinyl fence erected to contain our cats. Mossy Oak had the lowest price and I liked their **** ************************** They did a beautiful job, but there were several issues after the installation. They removed the survey marker from the hole and left it lying on the ground. The second issue was they left several holes in the yard and did not fill them back in. The third issue was a gap in the fencing on the side of one of the gates. It was wide enough for our cats to slip through. Right after the installation, I contacted ******************* to advise him, of these issues. He told me he would inform the office. Several weeks passed and I heard nothing from the company. I called ****, the installation manager twice. She never called me back. One day a fence tech showed up. We had trouble understanding him because he did not speak English well. He told my brother that the fence installers did not remove the survey pipe from the ground., He put it back in the hole but had no knowledge of my other two issues, so he left, I have not heard back from the fence company to date.

  Business Response

  Date: 12/05/2024

  I am glad that you are happy with the looks of your fence!  I am sorry that our crew did not meet your expectations with the installation.

  They should have filled the holes back in with any extra dirt that they erected.  I will address your concerns with our crew manager to avoid this from happening again.

  If you need anything additional, please let us know.

  We apologize for not communicated better.  This will also be addressed.

   

• Initial Complaint

  Date:08/15/2023

  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.

  Have emailed and called the company on multiple occasions to help with issues with my fence installation and have not heard back. The y offer a lifetime warranty on the work done and its been less then 2 months with no word from them. They seemingly go out of their way to avoid issues that could potentially cost them money by having installers that do a poor job. They have caused more issues at my property installing the fence that could have easily been avoided (cut drainage and sprinkler lines, misplacement of fence, etc...) if the installation team just notified when these issues occurred. I do not trust that this company would ever help in the event of my fence being damaged by anything they cover with their warranty (Ex: hurricanes). Ive been trying to get these issues resolved for months with no tracking and just getting the run around constantly. Any help would be greatly appreciated.

  Business Response

  Date: 12/05/2024

  I am sorry that our installation team did not meet your expectations. We do offer a warranty on the workmanship.  Unfortunately, in our industry cut cable lines happens more often than not.  The installers cannot see below the ground and that's why we have our clients sign an addendum to the contract stating that specifically as well as having it on our contract.

  Unfortunately, our warranty does not cover hurricane damage as this is an unforeseen disaster.

  If you have any other questions, please feel free to reach out to our team!

   

• Initial Complaint

  Date:07/24/2023

  Type:Delivery 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.

  Mainly, job is incomplete and company is trying to charge for complete job. There are not returning my calls. The workers tried to get me to sign something that it was completed when it was not, and I did not sign but indicated this on the paper.
  They sold me on fencing with four rails, yet came with only three and only changed once I brought it to their attention.

  Business Response

  Date: 08/04/2023

  We took care of our client and she is very happy with the results!

  Customer Answer

  Date: 09/14/2023

  The job was finally finished and it is satisfactory yes. I agree with that.  Their business practices are unethical and they did not do what we contracted for without my consistent intervention. Buyer beware.

• Initial Complaint

  Date:06/07/2023

  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 have been trying to retrieve our initial deposit ($9,326.00) for a month. Orange Co. Building Department requested a letter from *** ********* of HOA regarding easement. The *** ********* of HOA declined our fence application for a white vinyl fence and the cost of the alternative was greater than what we could afford. I contacted our estimator (Shaun L***) on several different occassions requesting return of deposit and he assured me he arranged w/office the return of deposit. To date, nothing returned and am trying to dispute with ***** ***** Bank.

  Business Response

  Date: 07/05/2023

  Credit Memo was Issued, and check was mailed.

  Customer Answer

  Date: 07/06/2023

  
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********* and find that this resolution is satisfactory to me.
  
  
  
  
  Sincerely,
  
  
  
  ****** *******