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:03/03/2023

  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.

  5 foot metal pool fence w/ 2 gates installed on July 26, 2022. I spent the entire day watching the install. All posts not on the four corners were cut short. I thought this was odd but I am not an fence installer. All posts were hand dug with a posthole digger and dry poured. The panels could not be set into the posts correctly because they were too long. The bottoms were cut enevenly so as to fit the length of the posts. I thought this odd as well. I was not ecstatic about the install and the installers didn't seem to know what they were doing. By August 11, 2022 most of the non corner posts were very wobbly. I reached out Aug. 11 and did not get anyone to come out until September 26. Same installers came back out while I was gone to work and dry poured some posts again. Most remained wobbly. I reached out October 2, 2022. Estimator came out October 7 with his brother and videoed wobbly fence posts. I stated that I did not want the installers back and that I wanted the owner to come out and assess the work. No follow up until Dec. 12,2022. Finally got a call January 24 that same installers were on the way to my house. I turned them away because I was not home. Feb 3, estimator and original installers came out and wet poured remaining wobbly posts after finding a number of previously cemented posts never dried. The posts redone in Feb. were not plumb & threw off closing spring & magnetic locking mechanism. Gate post that had been fixed still wobbly and gate does not close. Texted video to estimator on Feb. 24, 2023. No response until Feb 27, 2023 but follow up not scheduled. Inquired multiple times as to why posts were cut short, panels cut, and posts still wobbly. The response was that we are not quite sure and they shouldn't have been cut or dry poured. Fence is not secure due to poor cement install and posts being cut short. All posts left long are secure. I want immediate follow up from only the owner and complete reinstall of appropriate materials.

  

  Business Response

  Date: 03/06/2023

  Good Afternoon,

  We reached out to **************** today at 11:59 A.M. to schedule an appointment for one of the owners to come out and meet with him to get his issues resolved.

  Thank You.

   

• Initial Complaint

  Date:02/18/2023

  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 met with *********************************** builder the first day showed him where I wanted the fence and he marked it off with the flags . I stressed that it had to be on the property line because I couldnt have a gap . He said it was different from the paper and he needed more material. I said ok. It is fine if he couldnt finish that day. He said that where I was showing him was greater than footage from the side of the house . I showed him the paper and walked from the meter box and said it had to be on line. He said marked it and said he had to call his Boss. I said ok. The next day I left came back checked and noticed he had move back inward I said the fence is wrong. He was having a problem breathing. I called the ambulance. I called the office the recording said they will return 1/2/23 and *** voice recording said vacation I think. The worker was still working he spoke Spanish I didnt . ****** refused hospital care . I go back and tell him the fence is wrong and ask him to just wait until after the holidays-its too cold I rather have it right. He stated he had to move it because of the trees I said we could do it like the other side . He said he has to call his boss again. I say ok. I go back in my house. Later I come back outside he shows me the gate issues I say ok. I have to go in the house . I come back outside he is gone and the fence is not placed where I asked . Finally you are back and respond. Apparently nobody was called . I extremely frustrated.no consideration to correct the mistakes to the fence. I feel taken advantage of as a woman .

  

  Business Response

  Date: 02/20/2023

  When our estimator went out to meet with ******************** it was misting outside.  She didn't want to get wet so instead of walking her backyard with him (as is customary), she stood on her back porch and pointed the directions that she wanted him to go.  She wanted the fence on her property line, but had several trees in her yard that would either have to be removed or we would have to work around them.  She chose to work around them instead of having them removed.  Her estimate was completed this way.  When our crew arrived on the jobsite (12/22/22), she did make several modifications to push her fence line back further.  ******** made these changes that she wanted when they were out to install the fence.  Our estimator for her job had to take additional material to the jobsite as a result of these changes.  There were no additional changes that were requested or noted by my crew at that time.  Her comments regarding the ambulance and hospital information are not ones that I can attest to or any that have any impact regarding the actual installation.

  She was sent an invoice (12/22/22 - #*****) since she didn't pay the crew when they completed her job (Per contract).  As of this date, we were not aware of any issues with her fence installation.  We were closed for the Christmas holiday 12/26/22-12/30/22, but received no messages from ******************** indicating any problems.  When we came back from vacation, ******************** called in on 01/02/23 to say that her fence was not installed properly.  We set up an appointment for her estimator to go back out to her house on 01/05/23 at 3:00 p.m. per her request.  When he arrived, ******************** went outside with him to the right-hand side of the property and proceeded to tell him that the fence placement was wrong, but per the contract it was correct.  She then proceeded to say that the back right hand corner was too far from her property line.  He advised her again that this was the only place it could be installed since she decided not to remove any trees.  He advised her that if she wanted the fence moved that it would be an additional charge in order to make the changes that she now wanted.  She then argued that the fence had not been installed where she wanted it, but it had been installed exactly where she had made the original changes with the crew.

  Her comment that she "feels taken advantage of as a woman" can't be any further from the truth as I am the owner of this business and am a woman.  The people that are on my team are extremely professional, no matter your gender, and don't take advantage of anyone.  I am sorry that she feels frustrated, but she must understand that if changes were made with the crew and they complied with the changes, any other changes after the fact will incur a charge in order to have the fence the way she would like it now.  

  Thank you for your consideration in this matter.

  Customer Answer

  Date: 02/20/2023

   
  Complaint: 19427693
  
  I am rejecting this response because:
  I produce my property line. I did not walk the back behind the tree line but I did walk the sides of my home where I am disputing. She is not correct .  Per contract errors it would be rectified and it wasnt. I had other workers that saw me outside so thats a lie again about standing on a porch as I do not have one. The crew admitted they moved the fence because of the trees and didnt adjust like they did on the left side. She maybe a female owner but she has men on front line that are not listening and that is a marked difference. I also paid but I disputed the services  so why would pay immediately on an incorrect job. Again there was no way to communicate with the office they were closed for the holidays I also produced both times a survey. If he had paid attention to it no need for me to keep walking the property. I even helped him the second time and it indicated a 3 ft difference. If your worker is ill he clearly was not interested in prolonging a job in 18 degree weather this is why he refused to contact you as I requested. 
  
  Sincerely,
  
  ***************************

  

  Business Response

  Date: 02/20/2023

  O.K. - I am not going to get into a she's correct/not correct situation.  Per the signed contract the customer is responsible for the location of their property lines (noted in red).  We are not going to go by a property plat/survey to locate the lines.  If she went from her plat for her estimate, then that is what is reflected on her original estimate.  I'm not certain if she has a porch or not, I just reiterated what my estimator said, but admittedly you said you didn't walk the entire property so that leaves room for differences in what was drawn up verses where you thought the line should go.  Errors, on our part, will be corrected, however this is not a situation where an error on our part occurred.  As stated before, your first changes were made, per your request, to the original estimate.  

  Again, I AM a female and I AM the owner of this business, not maybe!  I have both men and women on the "front line" and can assure you that they do listen to our customers.  Also, our business was not closed for the holidays when your fence was installed (12/22/22).  We were not closed until the week after.  Since we were in the office, she could have contacted us with any issues that she may have had.  We are fully staffed every single day of the week and help out in any way we can.

  Thank You

   

  Customer Answer

  Date: 02/20/2023

   
  Complaint: 19427693
  
  I am rejecting this response because:

  The fence took 2 days because of the weather and illness. Their voicemail stated closed I also have copies of a text message I sent the person about my fence on 12/23 and no response. As well as phone records where I attempted to call. I am not going to keep going back and forth with a person who clearly has decide not to compromise but take advantage. Ill gotten gain gets you nowhere ! 
  
  Sincerely,
  
  ***************************