Complaints

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• Initial Complaint

  Date:02/12/2025

  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.

  We installed the fence around June 2024. Initial impressions, we were dissatisfied because of the appearance. It curved upwards going left to right. We contacted *** around November expressing that we were not happy with the appearance of the fence. ******* ****** is the first ****** we spoke with and his initial question was, "Why is this a problem now?" Insinuating that we were just being nitpicky. His attitude was dismissive right off the bat. I explained to him that we held off on any kind of home warranty/repair until our son started daycare because it's hard to monitor a job when a 2 yr old is screaming at you constantly. ******* came to see the fence and again was dismissive. "It looks fine to me" he kept saying. We referenced our neighbor a few houses down because their appeared much straighter then ours. "The grade of their hill is different" he explained. Which I don't understand how it could have made THAT much of a difference in appearance. After multiple follow up calls to *******, he was definitely tired of hearing me complain and asked "well what do you want from me." ****. He had a completely different attitude when it came to taking our money. I wanted an explanation as to why **** (the owner) wrote an email to us stating that the fence had to veer away from the drawings because of complications but assured us that the fence looks fine (even though he never came to see it in ****** and is just taking ********* word on this). We were never asked about the changes and never approved any changes. I am still waiting on a response from **** but it seems like I am being ignored because maybe I'm being annoying. I know ******* is annoyed of me at this point, he doesn't want to communicate with me about this anymore.

  

  Business Response

  Date: 02/17/2025

  Good Afternoon!
  
  This project was completed in June of last year, with final approval and payment received on July 2nd. The client initially had a design in mind but as we began work we found an adjustment was necessary for an HOA-accessible drain. Based on our assessment, the installed design was the best solution to meet HOA and county regulations. Several months after completion, the client raised concerns about the layout and requested changes at our expense. In response, we scheduled a meeting, reviewed the concerns, and provided a quote for modifications that would satisfy both the client and our anticipated regulatory requirements. However, the client seems to be unwilling to cover the cost, despite the project being completed to agreed-upon specifications when we left the job site. As the project was approved, paid for, and built correctly, this request does not qualify as a warranty issue, as our warranty covers workmanship, not design changes post-completion.

  I attached the quote we sent to make the adjustments the customer is requesting for reference to show we are not avoiding the customer, but in fact waiting on a response to the quote to move forward to fix the issues they are having.
  
  Here is our workmanship warranty verbiage: Wood Fences and Gates are warrantied for 24 months, all other fences and gates are warrantied for ************************************************************************** exclusion of necessary materials. This warranty does not include damage from vandalism, weather, vehicle, climbing, altering, or regular wear and tear. Changes in dimension, color, and shape caused by typical wear and tear will not be covered under the warranty. Warping or cracking of wood materials are not subject to warranty. This is not a warranty on material. I, the buyer, agree to these terms.

  The client has not accepted the quote for ***lacement. I checked with our team to ensure we are not ignoring the client. According to my VP of sales we have not received a call from the client. We are in a transition at the moment so it's possible emails are getting lost. We request the client call their assigned sales *** and get these questions resolved. We really want to help the customer but unfortunately they do not seem willing to accept the terms or that the initial install was not approved by the time we left. We are very sorry they are not satisfied with the currently layout; however, it is our opinion that this layout is the best for the situation. We have had several clients have to do the same thing to accommodate the same kind of storm drain.
  
  Thanks!

  -**** Batten

  Customer Answer

  Date: 02/17/2025

   
  Complaint: 22932880
  
  I am rejecting this response because:
  Your email stated the same reasoning, you had to make adjustments because of the storm drain, no one notified us of these adjustments and we did not approve it. The fence from an aerial view is slightly off from the drawings. I believe if any changes had to be made we should have discussed it and possible made changes to our desired layout. 
  
  I also called **** today, he said he spoke with you regarding the same email. His response was something along the lines of we didnt actually change anything, Im sorry if you misunderstood the wording but the fence is exactly how it is in the drawings.
  Sincerely,
  
  ****** ***

  

  Business Response

  Date: 02/17/2025

  Hello!
  
  Thanks for your professionalism and ease of communication during this process, it does not go unnoticed!

  **** is taking ***** calls a day so I can assure he doesn't have all the context, he is not a project manager but instead our scheduler and first point of contact for incoming callers. Your assigned representative is our VP of sales ******* who mentioned to me that you guys had a conversation just a week or so ago about this and he explained what I have explained already.

  I got a second opinion from a trusted fence installation competitor of mine and they in fact agreed with our assessement. The layout may not be quite th exact same as the initial ***** drawing because when we got into the installation we found that the distance required to keep a radius from the storm drain typical of what county, city, and HOA's require to our experience was more than what the original assessment estimated. Luckily our team of professional and experienced install professionals were able to give you a product that follows the property lines, keeps the proper distnace from the storm drain, and maintains a maximum amount of property possible for this situation.

  It is unfortunate the drain is causing such an eye sore; however, I can assure you that the reason HOA, City, and/or County officials have not given complaints is because of how it is currenlty built. If we do move forward with your proposed design (which I am willing to do if you approve the quote) I am not sure officials will be too happy and you may need additional HOA approval.

  I personally believe it is best to leave the layout how it is to maximize likelyhood of HOA and county complaints and we were under the impression you were satisfied with our services since you paid promptly and did not give us any inclination of dissatisfaction till several months later. 

  Looking forward to hearing from you!

  Customer Answer

  Date: 02/19/2025

   
  Complaint: 22932880
  
  I am rejecting this response because:
  
  
  ******* was very dismissive when I called and asked about the eye sore. The Repair Quote he sent me would not have fixed our issue. When I called again asking what can be done about our situation he kept asking me what do you want from me with a slight hint of annoyed attitude. And who is this second fence company you got a second opinion from? Regardless this doesnt change the fact that if you knew slight adjustments had to be made, we shouldve been informed so we couldve have had the opportunity to make changes or possibly change of plans altogether. ******* doesnt want to talk to me, he repeatedly said I should contact you directly or **** discussing the email. ******* was great when it came to taking me money but seems like he wants nothing to do with me regarding this issue as he believe there is none. 
  We paid promptly because whats else are we gonna do? Not pay a company who seems to love to argue with their customer on ****** reviews and call them liars? Risk getting a lien on a house we just purchased? And I want to reiterate why we waited so long which I explained to ******* several times and to **** as well. We stopped home warrenty repairs with the builder even because its very stressful when a 2 year old is screaming and chasing you around while warrenty repairs are being conducted. He was initiated into daycare mid November, which correlates around the time we reached out to you about our issue. Again, if seems you are admitting that you had to make adjustments without our approval, I dont believe we should be paying anything additional for the repair and the *** already approved the drawings so any penalty would be on them. After 2 years, the *** cant legally do anything because thats the statute of limitations when it comes to CCRs. Also, the *** doesnt check anything, people leave their trash cans outside the house and people park on the street like the *** doesnt even exist. 

  Sincerely,
  
  ****** ***