Complaints

This profile includes complaints for Fence Masters & Deck Builders's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Fence Masters & Deck Builders

  336 Enterprise Dr Rossville, GA 30741

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  Fence Masters & Deck Builders

  336 Enterprise Dr Fort Oglethorpe, GA 30742

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:03/30/2023

  Type:Service or Repair Issues
  Status:

  UnresolvedMore 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.

  Owner did not honor a full refund as we had agreed upon. Owner has not collected his materials off my property. (See text messages)
  Owner also lied about the total amount of money spent on materials. I paid $4050.00, but the receipt from **** ***** shows $3318.36. Additionally, I did not receive all of the materials on this order as the job was canceled in Aug 2022. The materials I did receive were delivered in Aug. 2022. The remaining materials were delivered to a separate location (without my consent) in Nov 2022. I was never contacted by ** or the owner regarding my remaining materials as the listed contact for the delivery was only the owner, ***** ****** (See **** ***** screenshots)
  Contract states business is licensed/insured which is not true as the owners home improvement licenses expired in Feb 2022. The contract was signed Aug. 2022. (See attached screenshot from state of TN licensing site)
  Hamilton co. is one of the counties in TN I which a contractor needs to hold a home improvement license for jobs over $3000 - I paid $4050. At the time the contract was signed, the owners’ home improvement license had lapsed.
  Owner uses a BBB logo on contract, which have confirmed the business is not affiliated with the BBB. (See attached doc)
  My desired settlement is my full refund as I was told by the owner I would get. I’ve explored other routes trying to get my money back so if a refund does not work, small claims court is my next step. I will also be filing a complaint with the TN State licensing board since the owners license was lapsed at the time the contract was signed & the contract fraudulently states that they are licensed. Based on his text message to me about doing 250 jobs a year, the business continues to improperly contract jobs without a valid license in Hamilton co TN, which I will also include in my complaint to the state licensing board.

  Customer Answer

  Date: 03/30/2023

  Hi, I am wanting to get a refund. Thank you!

  Business Response

  Date: 03/30/2023

  It’s been about a year since this job so I’m not too sure exactly what happen but from what I remember, the guys showed up a little late and you were very upset. When they asked you where you wanted the fence to the placed and you refused to show them where to put the fence so therefore we could not install the fence. We made good faith to install the fence but there’s not much we can do with people let their emotions get a hold of them. Unfortunately we’re not able to refund any deposits on wood fences because we’re unable to move that large amount of materials once they are delivered by our supplier and they will not do a pick up after they’re dropped. I’m also not sure on quantities of materials delivered, but it’s not common for materials to be delivered to different jobs months after the initial delivery so I’m not sure. As far as material cost we do mark up the materials from our suppliers and that is just common practice from any business and we usually mark up materials anywhere from 20% to 50% after our volume discount. In the end when you hire a contractor, you have to expect there’s going to be delays in scheduling conflicts, and two hours is not the end of the world. In my opinion, it is not enough to go through all this mess of having to deal with filing complaints and hiring another contractor but what do I know.

  Customer Answer

  Date: 03/31/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:

  This crew continuously made appointments and missed or rescheduled them. On the day of the installation, they showed up 4 hours late - I work from home, which I told the project manager when we did the initial walk through. The project manger was not here on installation day, the crew had not been given the same mapping document provided in the contract and I was asked “Where does the fence go?” Not confirmation of what was already discussed. The crew also showed up in unmark vehicles and showed no proof that they were even affiliated with Fence Masters. 
  Furthermore, the contract states until the bill is paid in full, the materials are the property of Fence Masters. There is also nothing in the contract that states deposits are non-refundable or that the customer is in any way penalized for canceling a job. The owner of the company was the one that made the offer to provide the full refund after the job was canceled and has refused to honor this agreement. When he decided he would not give me a refund, he did not make it a point to contact me or notify me of this. On top of this, he lied that materials cost $3600 - which contradicts the receipt from **** ***** and the fact not all the materials were even sent to my address despite my address being tied to that specific order. Sounds like theft on top of fraud.
  

  I want my full refund. I refuse to communicate with the owner unless it’s documented because he has shown me he cannot be trusted with anything he says. If he continues to refuse to honor the full refund as he said he would, I will go through small claims court. 
  
  
  
  Sincerely,
  
  
  
  ***** ********

  Business Response

  Date: 04/04/2023

  Sorry, there is nothing I can do for you. 

  Customer Answer

  Date: 04/04/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:
  That’s not good enough. You offered a full refund when the job was cancelled, which you have refused to honor. Based on your contract, any changes in agreement need to be captured between both parties in writing, which the final agreement between us was a full refund. I never offered to buy the material, I declined when you offered. I did not cash or deposit the $400 check that was provided to me because that is not what I had agreed to. 

  Your business was unlicensed at the time a quote was provided for this job in Hamilton co. TN. Hamilton county is one of the counties in TN to adopt the Home Improvement law pursuant T.C.A. 62-6-516 (formerly 62-37-126) - you are required to hold a home improvement license for jobs that fall between $3,000-$24,999. My project was quoted as $8,100 & I paid $4,050. You fraudulently moved forward with a contract that stated you were licensed and affiliated with the BBB.
  My address is the only address that was listed on the order# of materials ordered. You were the only contact number listed - I have contacted **** ***** and was told the only reason materials would be taken to an address different from what was available on the order is if the person listed on the order requested that - Materials I paid for were sent somewhere else months after I cancelled the job and you expect me to believe it was just a coincidence? 
  I want my full refund and will continue to reject your insincere apologies until you do right. 

  Sincerely,

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

  Business Response

  Date: 04/05/2023

  Awwww.