Complaints

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• Initial Complaint

  Date:10/12/2024

  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.

  Order was for replacement of existing privacy fence with dig wire. I was told I would not need dig wire as fence would sit flush with the ground. New fence was to be dog ear privacy fence with 0 inch spacing between the boards. After fence was installed June ***** there were several large gaps underneath the fence and the majority of the spacing between the boards is 1/2 inch. I can see right through my "privacy" fence After several discussions with company, dig defence was installed to address the gaps beneath the fence. Repeated attempts to address the 1/2 inch spaces between the boards have been unsuccessful. First response was to tell me it was normal shrinkage and warping. Then I was told that it is impossible to get the boards of the privacy fence flush and that gapping is normal and in the Ts and Cs. Gapping BEWTEEN the boards is not referenced in the Ts and Cs. September 12 I was told that they could send someone out with more boards to attempt to remove and tighten boards that show a gap - which is the MAJORITY of the boards. That has not happened and since then I have heard nothing. The 25 yr old fence that was replaced didn't have spaces like this. I ordered a privacy fence and that is what I expected.

  Business Response

  Date: 10/17/2024

  ********,
  
  Thank you for sharing your feedback on this installation, and we understand some of the frustrations you are having.
   When mentioning the Dig Defense, The Terms and Conditions, which was initialed, state Animals may climb or go beneath fences; Apex will make every effort to secure borders but will not be held responsible for escaping pets and children.  Apex still agreed to rectify the situation of the securing the bottom of the fence, so pets wouldnt be able to dig below it.The Several discussions that were in mention were Apex Fence Company offering several options to satisfy the needs of the homeowner. Before coming to an understanding agreement.
  
  As for any gaps between boards, Apex Fence Company installed the fence between the days of June16th - June17th, at this time the boards were touching each other. It wasnt until September 9th, after the Dig Defense was installed, she made us aware of her displeasure in the fence.
  We explained to the homeowner that, with the elevated heat in the months of June, July and August the boards will warp or shrink at an accelerated rate.
  
  Pressure treated pine: Can warp and shrink within a month of installation. This is why its recommended for homeowner to Stain or Paint their fences, to act as a layer to restrict moisture dissipation. Along with that suggestion, the homeowner did sign the Contract and Terms and Conditions, which specifically noted wood shrinkage and movement which she initialed as acknowledgement.
  
  Warranties: Fences are warranted for a period of Five (5)Years against defects in workmanship. Vandalism, extreme weather, vehicle damages, misuse, climbing, unusual impact or pressure, and normal wear and tear are excluded. Fence material will change appearance, dimensions and shape due to the process of aging and exposer to the elements. Wood fence materials are subject to but not limited to: warpage, shrinking and cracking. Defects cause by the above-described natural changes in materials are specifically excluded from this warranty.
  
  
  -Apex Fence Company

  Customer Answer

  Date: 10/23/2024

   
  Complaint: 22414943
  
  I am rejecting this response because:

  The gaps between the boards have been there since DAY 1 however the gaps under the fence were the primary concern at first and that took a month to address. And I was told very specifically by the sales person that dig wire was UNECCESARY because the fence would touch the ground.  They had to fix that because the sales person was wrong.  

  As to the 1/2 inch gaps between the boards that once again have have been there since day 1, the project manager stated it was NOT shrinking and warping but rather that it is" impossible" for all the boards to touch.  This is sloppy work and needs to be fixed. There are a few areas where the boards actually touch show it is more than possible.  Picture provided where 3 boards on the left reflect the expectation but to right is the majority of the fencing.  PM said he would send someone out to see about fixing it and I never heard anything again.  

  To try and claim that these spaces that have been there since installation were caused by 2 months of summer weather is just dishonest and bad business. The 25 year old fence that was replaced didn't have spacing like this after 25 years of summer weather.  Oh and no, the estimator never said that my privacy fence would have 1/2 inch gaps 2 months after installation  even though they have been there since day one. 

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

  Business Response

  Date: 10/28/2024

  ********,
  
  As previously explained, the pickets can be extremely close to the ground but cannot touch the ground. Wood, even pressure treated, resting on the ground would be susceptible to mud and water build up, Causing the pickets to rot at the bottom. This is why wooden fences are installed the way they are. We still came to an accord and established we would Install Dig Defense at a discounted price, for the misunderstanding.
  
  Over our Twenty Years in the fencing industry, we have installed over a thousand dog ear privacy fences, our crews are experts and knowledgeable on the installation process. The homeowner and the estimator were on site the mornings of the installation Day 1, and there were no issues or complaints. It wasnt till three months later these complaints were brought to the attention of the company.
  
  
  

  Customer Answer

  Date: 10/28/2024

   
  Complaint: 22414943
  
  I am rejecting this response because:

  As stated on more than one occasion, the gaps under the fence were the biggest concern post installation as that needed to  addressed ASAP because I have small dogs.  You HAD to fix that ASAP and it still took you SIX weeks.   You had to fix the gaps under the fence because you know that  A) I requested a new fence with dig wire and B) Your estimator specifically told me that dig wire would not be needed because there would be no gaps under the fence. 

  Once that was addressed I then brought up the second issue of half inch gaps between the boards. Your PM first tried to tell me that it was shrinkage and warping and then he said that no it wasn't warping and shrinkage but that  it was just impossible to get the boards lined up (as provided in screenshots with an earlier message). He also indicated that he would send someone out to assess if the boards could be tightened up and then ceased all communication.  Please see pictures from June 18 and Aug 6.  

  Please just repair or replace the fence

  Sincerely,

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

  PS You still owe me the leftover dig defence panels