Complaints

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• Initial Complaint

  Date:01/07/2025

  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.

  Hurricane Helene caused extensive damage to our privacy fence back in SEPTEMBER 2024. Veterans Fence and Supply located in Bloomingdale GA was contacted so our fence could be repaired. 2 employees came out on different days to assess the damage and we were advised materials were available to fix the fence. We paid half of the deposit $1500 and we still do not have our fence repaired! We've received notices and fines from the HOA about our damage fenced. We've called, emailed the fencing company and keep getting the run around that they are waiting on supplies! But the 2 employees that came out said they do have supplies!!! It's been over 3 months and we need our fence repaired or give us back our $1500!!!!

  Business Response

  Date: 01/14/2025

  Hi ***** *** **** ******
  
  Thank you for bringing your concerns to our attention. I’m really sorry for any frustration this has caused—we understand how stressful it is to deal with fence damage, especially with the HOA notices on top of everything.
  
  Looking back at your project details, I noticed that your deposit was made on NOVEMBER 13, 2024. While the hurricane hit in SEPTEMBER, we weren’t able to officially place your repair on our schedule until that payment was received.
  
  It’s likely that when our estimators came out, we did have materials available at that time. However, the storm created an overwhelming demand as so many fences in the area were damaged. Our inventory moved quickly, and that may have been where the miscommunication happened. For that, I’m truly sorry—we should have done a better job of keeping you updated. Again, I apologize that the estimators that met with you initially may have given you an incorrect time frame of when we could complete this job. Unfortunately, immediately after Hurricane Helene, we were trying to help so many people at once, that it is clear, that we may not have communicated effectively. Thank you for bringing this to our attention so we can address this with our team.
  

  After looking over our communications with you, I see where we expected to have your fence repaired in the last week of DECEMBER, unfortunately, our vinyl supplier is also experiencing an overwhelming demand for material from other fencing contractors as well, which delayed our truck of material. 

  We are scheduled to come and complete the repair this week. Thank you again for your patience, and please feel free to reach out to us if you have any other questions.

  Customer Answer

  Date: 01/16/2025

  
  
  

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

  
  

   Complaint: ********

  
  

  I am rejecting this response because:

  Please see attached text message received last night from Veterans Fencing Company! More excuses and delays in getting our fence and gate repaired! At this point we need a refund! 
  Received another text that the repairs will be delayed AGAIN!!!! Worst company ever!!!! They'll take your deposit and go work larger jobs because it pays more!!!!!

  
  

  Regards,

  
  

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

  
  

  
  

  
  

  
  
  

  Business Response

  Date: 01/17/2025

  Dear ***** *** **** ******

  
  We want to sincerely apologize for the frustration and inconvenience you’ve experienced throughout this process. Yesterday, our Production Manager, Jeramie, personally spoke with **** ***** to discuss the situation and offered a full refund as a resolution.
  
  However, we appreciate your decision to proceed with the installation, and our crew is on schedule to complete your fence today, January 17, 2025.
  
  
  We take great pride in the team we have built and the work we do, but we acknowledge that we fell short with your project. This is not a reflection of the standard we hold ourselves to, and we are not satisfied with how this has impacted your experience with Veterans Fence & Supply.
  
  
  We also want to address the impression you’ve shared that we prioritize larger jobs over smaller ones. That is not the case, as all of our clients are equally important to us. We are sorry that this process has given you any reason to feel otherwise, as that is never our intention, or mentality of anyone on our team.
  
  
  We are fully committed to making this right by ensuring your fence is installed to the highest standard today. We value your feedback and will use it as an opportunity to improve how we communicate and manage projects.