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:10/09/2023

  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.

  On or about September 7, 2023 First Fence of Georgia installed an addition to my backyard fence. During the installation one of their contractors damaged my water hose. I complained to the company and they agreed to settle by reducing the remaining amount due to $1816. After further inspection, I noticed there were gaps between the pickets on the gate part of the fence. I explained to the company I wasn't satisfied with the end result. I further explained that my intention of getting a backyard fence was privacy and the pickets were separated and allowed too much visual to my liking. The company agreed to send a contractor out to provide a couple of solutions. The solution that fit best was to add an additional wood piece to the gate. I agreed. Upon further examination I noticed several protruding sharp nails exposed through the fence. I've contacted the company on several occasions including telephone and e-mail and provided photos. On September 12th ********************* asked that I provide some photos of the nails. I provided the photos. On or about October 4th I spoke with Ms. ******** and suggested a Supervisor come out to view the gate. She agreed. On October 9th I called and spoke with ***** and informed her that there has been no resolution to the fence. ***** said she would contact *****. I would like BBB to help resolve this problem. I have not paid the remaining balance owed due to the fact that they have not resolved the issue as agreed.

  

  Business Response

  Date: 10/20/2023

  There was either a misunderstanding by our customer or a miscommunication on our part regarding when we would call to set up a site visit.  We received notice of this complaint on Monday.  We contacted the customer the same day and set up a site visit appointment for the next day.  It was agreed that we would return to remove a few exposed nails on the gate. The correction was made on Thursday and the customer signed off that all work has been completed to their satisfaction. Our customer also informed us that she had contacted the BBB to rescind the complaint but was told that she could not do so.  This issue and complaint can now be noted as resolved.

• Initial Complaint

  Date:03/30/2023

  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.

  03/28/2023 Fencing quote ***** from First fence came out to give me quote on putting up a fence on left side of my house. He never measured my property only look at the gate of my neighbor who put fence on my side of the property line. Then I was told quote would be sent that day never got one. I was told my phone number did not work and no voicemail was setup. I get text from ***** saying they could not remove fence that is on my side of the property line due them not wanting to be sued by my neighbor. I told them if it were the other way around they would take my fence down. I was told I was being racist by **** the office manager. I called *************** told me the fence could be token down and also contact my lawyer with the same information and pictures which I was told the fence could be taken down. First fence had refuse my business due not wanting to be sued. I would not recommend them to anyone for business very unprofessional to deal with when come to fencing.

  

  Business Response

  Date: 04/02/2023

  There were many details excluded from the customers complaint.  When it comes to moving a neighbors fence, one should ask, should we remove the fence on the word of our customers belief that the fence is over the property line?  Additionally, our customer asked that we not communicate with the neighbor before doing the work.  Should we trespass on the neighbors property and destroy the fence they own without their authorization?  The obvious answer to both those questions is NO.  We would not subject our company and our customer to potential criminal and civil action that surely would arise by us being that irresponsible.  We have all seen the nightly news where regrettable things happen between neighbors over these types of events.  Moreover, we would never subject our staff to a potentially violent conflict.  We would have gladly relocated the fence had both property owners given us permission to do so.  Unfortunately, our customer insisted that we proceed on his word alone.
  
  In this complaint, we feel like the more important issue is the claim that we made the decision not to accept the work based on racism.  Nothing could be further from the truth.  First Fence has a firm policy against any sort of discrimination.  Those familiar with our history know that the founder of our company and owner for 15 years is a member of a minority class.  Additionally, our company is now 100% Employee Owned and consists of a very diversified staff from many different racial, ethnic and religious backgrounds.  Any accusation or insinuation that we conduct our business with any racial bias is patently false.  End of story.  
  
  At the of the day, this is disappointing.  We value our customers and want to assist them.  If our customer and his neighbor reach an agreement on relocating the fence, we would gladly be out there soon afterwards to do what we do best.  Our nearly ***** customers per year will attest to that. 

• Initial Complaint

  Date:11/17/2022

  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.

  My backyard fence was installed by First Fence of Georgia on 2/2/2022 for $3,200. Within a couple of months, I noticed warping which I was told it was "normal" by a worker who came to resolve another matter. Recently, I have noticed that the warping has progressed to severe warping and gaps between slats, especially along the rear part of the fence. In addition, the gate has large gaps around it. The gate was also installed to open inward and instead of outward as specified in the plan drawn by the fence consultant who was the first employee to come out. When I called to complain they sent out an Inspector who agreed that the warping was severe, and said, "I don't see why they would not want to fix this because it is severe" (he took photos) and said that I would be contacted by the company. After not hearing from them for about two weeks, I called today and spoke to ****** who stated that the inspector said it was warping and that it is not covered by the contract that I signed with them. Although I did sign the contract, I never dreamed that this" warping" meant warping to this extent, or I would not have signed. She added that I would have to pay $175 and $50 for each additional slat over 20 slats. When I said that I could not afford that, she said that they will deliver the slats to my house, and I can replace the warped ones myself because it is easy to do. I said it is not easy when you are 75 years old. To that, she replied, "I am 75 too". My husband and I are disabled, so that is out of the question. I feel that this is unfair; and I also feel that I was tricked because the contract did not address severe warping, and they obviously used cheap, substandard wood. I have included photos, but they are not a good representation of how the fence looks in person. Please help me. Thanks in advance.

  

  Business Response

  Date: 11/28/2022

  As it turned out, the good news is that when we received your complaint on Friday the 18th, we were already scheduled to make corrections to your fence on Monday the 21st.  Thank you for taking our call the next day on Tuesday and confirming that you are satisfied with the work we did.  As we discussed, we truly do understand your disappointment.  Thanks again for the opportunity to explain just how much of an effort we make to inform our customers about The Truth About Wood Fences prior to installation.
  
  First Fence is very transparent in relaying that wood is a natural product that is prone to immediate warping and cracking when exposed to the elements and that there is no way to avoid this.
  
  At your initial consultation, we fully disclosed that it is the homeowner's responsibility to maintain the wood and that repairing/replacing warped components is to be expected. We even go as far as to have ALL our wood clients acknowledge the receipt of a document called "The Truth About Wood Fences" prior to their wood fence installation.  This critical communication also offers our wood fence customers the opportunity to cancel their order with a full refund or change the fence from wood to a lower maintenance product.
  
  Again, we understand that you hoped that your wood fence would remain in the same condition as the day it was installed. We would have loved nothing more than this, but we do go far beyond any other company we know to set proper expectations for what happens to wooden fences.
  
  We are a 100% employee owned company.  All of here at First Fence of Georgia truly care and appreciate all of our customers. Long after your installation, we will be here to here to serve you and honor our warranty.