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:05/30/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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 would like to say that in working with Illinois fence ***** the sales *** was amazing. The workers installed the fence and they were also efficient and professional my problem stems from trying to get a service call after the fence dropped and Com ** had to come out to fix it it is almost 6 months That I have waited. I feel that is an unjust amount of time!This truly is my only complaint. I have made numerous phone calls since December 2024 I realize that weather did not permit however it is now the beginning of June and yet still no correction made!As I stated, everything else was great working with the Illinois funds company the agents answering the phone for the service calls are very sweet unfortunately there must be so many service calls that you just cant get in not sure this has been frustrating when you spend $8000 for offense!

• Initial Complaint

  Date:07/28/2024

  Type:Order 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 purchased a fence through Illinois Fence Company. The companys salesman prepared our contract to include a 6 foot fence with a 4 foot gate. These dimensions would allow access into our backyard for lawn maintenance equipment for tree trimming of large branches. However, we didnt receive the four foot wide gate dimensions nor the other dimensions that were included in our property. Although Illinois Fence requested a down payment along with the purchase of the city building permit, the company didnt begin the installation until one month later. On the day of the installation, the company sent their employees without their project manager nor the company owners to explain the scope of the project to their employees. The plot of survey nor contract was brought. My contract clearly stated that Illinois Fence employees were to remove the neighbors old and worn out pieces of fence that were scarcely distributed across my neighbors property line prior to starting the fence installation. I was present during the entire project and asked the employees to review the plot of survey but was ignored. Our contract clearly stated that the neighbors broken fence pieces were to be removed before the installation of our fence began. However, the employees removed our neighbors broken fence pieces a few hours after our fence post was installed which caused a problem for our fence installation. As a result, about 3 feet of our property was outside of our property line and not included in our yard. This resulted in the gate being two feet narrower than what the written and signed contract stated. I immediately spoke with the company owners to discuss a resolution. To date, no resolution has been received nor do we have access to having maintenance in our yard. Therefore, we didnt receive the gate in the dimensions that were included in the contact that we paid for nor is our property line included inside our yard. I havent received a response to date from the owner.

  

  Business Response

  Date: 08/02/2024

  *****************, I have spoken to you on multiple occasions, and I have also spoken to the city as well. You cannot extend the fence past your property line. We would be liable to move it, if we place the fence on your neighbors property. Your fence was perfectly installed inside the bounds of your property, even the city agrees with us. Sorry we cannot accept your request to go against the city. -****, Owner

  Customer Answer

  Date: 08/04/2024

   
  Complaint: 22057461
  
  I am rejecting this response because:

  I previously spoke with **** on several occasions regarding my fence installed by Illinois Fence Company that wasnt completed according to my contract. The contract stated a 6 foot tall fence by 4 foot wide gate. However I received a 6 foot fence that left about 3 feet outside of yard. The gate was approximately 2.5 feet wide, preventing lawn maintenance and tree trimming. 
  

  **** stated that he would work with me to find a resolution. Today, the issue remains unresolved. **** requested that a co-owner of the company return to my property to remeasure the area using the plat of survey. The co-owner was extremely unprofessional and outraged with the scope of what needed to be done to resolve the issue. However, he did use the plat of survey and remeasure the area that needed to be properly enclosed according to the contract. He told me that there would be an additional cost. Ive already paid the cost of the installation in full. 
  

  My complaint is that it is not my responsibility to pay additional money outside of the terms of my contract. The contract should have been written according to the city ordinances. If any modifications occurred, as the homeowner I should have been aware and given an opportunity to agree or disagree with the modifications. Additionally, these modifications should have been completed before the employees came to our home to perform the installation. The installation should have also included an Illinois Fence Company project manager instead of two employees who were clueless of the job that needed to be performed. The contract stated that the employees were to remove my neighbors fence pieces before the posts were cemented. Instead they cemented the posts prior to removing the neighbors fence pieces.

  I remain interested in a resolution because I paid my money in full. 
  
  Sincerely,
  
  **************

  

  Business Response

  Date: 08/22/2024

  Dear ****************,
   
  Thank you for reaching out to us regarding your fence installation. We understand your desire for a larger gate, and we appreciate your input. However, after careful consideration and consultation with both the city officials and our team, we must adhere to the legal property boundaries and local regulations.
   
  Unfortunately, we are unable to install the fence or gate in a manner that encroaches on your neighbor's property or involves the removal of their existing fence. The city has confirmed that any such action would be against local ordinances and could lead to legal complications for both you and our company.
   
  We sincerely apologize for any inconvenience this may cause and are committed to finding a solution that works within these constraints. If you have any other preferences or need further assistance, please don't hesitate to reach out. We are here to help you achieve the best possible outcome for your fencing project.
   
  Thank you for your understanding.
   
  Sincerely,
  *******************************
  Owner 
  Illinois Fence Company

  Customer Answer

  Date: 08/25/2024

   
  Complaint: 22057461
  
  I am rejecting this response because:

  Thank you for your response. As I stated in my last two BBB complaints against your company, Illinois Fence Company, my original contract was written by an Illinois Fence salesman using my plat of survey and was approved for installation by my municipality. My contract was also accompanied by a city permit that stated that the project was in full compliance by the city. The ongoing concern is that my contract was to include my entire property along with a 4 foot wide gate. It was written in the contract that the few pieces of a fence that belonged to my neighbor would be taken down before my project was completed. The pieces of my neighbors fence were taken down the day the fencing project began and there is no longer any fencing for my neighbor. However, the problem remains that all of my property is not included within the fence nor is my gate 4 feet wide to allow for lawn maintenance and tree branch trimming as I stated in previous complaints and phone calls to your company.  My fence installation does not include what I paid for. The problem has occurred not that the city objected but it is the co-owner of Illinois Fence Company who stated that the project would require an additional $1800.00 to include my property and the 4 foot wide gate that the contract states that I am to receive.

  I am looking forward to resolving this issue as soon as possible as I have been previously promised through phone calls and text messages. As a reminder, I have paid in full for the project. I am requesting to have the project completed as written in the contract.

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

• Initial Complaint

  Date:04/15/2024

  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.

  Illinois Fence company installed a fence running inside our property line.It is our neighbor's fence and runs up against our garage. It is not attached to any fencing along the property line. We have a dog run which runs along an utility easement which is approx 4 feet inside our property line which the fence abuts next to. We have notified the Village of ******** and they have notified both the fence company and the neighbor that the fence needs to be removed by April 15,2024. I sent a certified letter to the neighbor, the owner of the property and the fence company.The village has contacted the fence company to remove it.So far no response.

  

  Business Response

  Date: 04/18/2024

  Dear *******,

  We will be moving the fence tomorrow, which is on Friday, April 19th. Also, I have notified the city of ******** about this. For the benefit of my future customers, I would like to clarify that *******'s husband had agreed to the fence placement and had even signed an agreement with Illinois Fence Company. However, this experience has taught us a valuable ******* and we will ensure that such mistakes are not repeated in the future.

• Initial Complaint

  Date:08/17/2023

  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.

  Have had issue with my fence since its install in Sept 2022. Called multiple times with no response. Finally after months of waiting I got a call from someone saying they will get me scheduled for spring.Spring came and went. Once again I contacted them and was told I would be scheduled for someone to come out. Still nothing. Absolutely terrible customer service, but they were happy taking my 11k for the fence!

  

  Business Response

  Date: 08/21/2023

  Hello ****, my name is ****, owner of Illinois Fence Company. I was saddened to hear there was issues here, and that my service team hasn't been out to resolve all your issues, and make sure you're 100% satisfied with your fence. I am personally going to call you today, and then, we will set up a time for a call, and I will get my team out there right away! Thank you for letting me know, and thank you for your patience. 

  Customer Answer

  Date: 08/24/2023

   
  Complaint: 20487569
  
  I am rejecting this response because:

  Did not receive any calls from ****. Received a text saying they would be over Wednesday, August 23, @4. They did not show up until 530 (had to adjust my evening plans to accommodate them). The people they sent spoke 0 English. All they did was take off my gate, scratch it and s**** a piece of plastic to the bottom. Now when I open the gat, it will not close if the grass is above a certain height. Pretty much a bandaid at this point. Looks terrible. 
  
  Sincerely,
  
  *************************

  

  Business Response

  Date: 08/31/2023

  Looking into this now. I am genuinely sorry for the poor experience, and will do everything in my power to make things right. -****, Owner

  Customer Answer

  Date: 04/09/2024

   
  Complaint: 20487569
  
  I am rejecting this response because:Is there any way to reopen the above complaint #? The issue was never resolved by the company even though they claimed it was.
  
  Sincerely,
  
  *************************

  

  Business Response

  Date: 04/10/2024

  Hello ****, I see that you spoke with my office manager, ****** on April 9th, at 2:11pm - we are under new management, office, and service teams have been rebuilt from the ground up. I am truly sorry you waited so long, but rest assured, we will send **** our project manager out to your home to take new measurements of the gate(s), and then we will come out with new ones and get this resolved in the next few weeks. I will prioritize this as well since you have been waiting so long, we will move you near the front of the line. Thank you again for your patience and understanding. -****, Owner 

• Initial Complaint

  Date:06/29/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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.

  August 18,2022 is when the company crew was last seen working on my fence. They dug up near the gas line and the rain water drain spout and cracked the drain. It was supposed to be for putting up a fence door. When we saw the damage, they immediately covered the damaged drain pipe with the stone and left. The fence door was never put up. And today June 29, 2023, I received a text message saying that I owe them the rest of the money. I had talked to the owner ******************************* on Aug 19, 2022, who claimed he would repair the damage and complete the fence. It has been 10 months since that last communication and nothing was done by the company. And suddenly now they want to close the account and collect the pending money. What kind of a business practice is this?

  

  Business Response

  Date: 07/13/2023

  Hello Jodesh, I am contacting my head of service now, looking into this matter, and will respond to you shortly via text/email. Thank you for your patience, we will get this resolved very soon! -****, Owner

  Customer Answer

  Date: 07/16/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  Jodesh Thizuvaalapil

• Initial Complaint

  Date:06/06/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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 was previously in contact with ****** since late last year regard repair to a board in my fence. I have left voicemails with ****** and on the business main phone line, as well as sending multiple emails, but have not gotten a response. I am asking to be contacted regarding the repair or at least given an answer as to why no one can get back in touch with me. I was told not to repair the fence myself as it would void the warranty. There is now additional damage to the fence that needs to be addressed.

  

  Business Response

  Date: 06/12/2023

  This is ****, owner of Illinois Fence Company. I am so sorry to hear you had trouble getting a hold of us, we have no records of any inbound calls or voicemails from your phone number we have on file. But I just contacted my office manager ****, and she is going to reach out to you today, and get this set up for our service team. Thank you for your patience. 

  Customer Answer

  Date: 06/19/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  

  However, there are records of multiple calls per my cell phone records and bills from Xfinity and emails to ******. I also received a text message from someone with the business to schedule repairs last weekend, prior to the business responding per this portal, and on the line they claim to have no record of. 
  
  Sincerely,
  
  *****************************

• Initial Complaint

  Date:11/07/2022

  Type:Product 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.

  This morning I called Illinois Fence for the 4th time in a week. My only option was to leave a message and I also sent a text. As you can see in the picture, the fence has broken and needs repair. I also need the double doors to be leveled and adjusted correctly so the gate can lock.

• Initial Complaint

  Date:08/02/2022

  Type:Order Issues
  Status:

  ResolvedMore 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 executed an agreement for a white aluminum fence on May 23, 2022. The agreement specifcially identified a white aluminum fence. I was told that white would not be available immediately and an installation date for sometime in August 2022 was set.Installation was eventually scheduled for August 1, 2022. On that Idate, I received a text stating that the white fence was NOT ordered and I needed to wait to September perhaps October 2022. The fence was purchased to prevent entry and exit in the back yard necessary as my wife has dementia. I provided a downpayment of $1900 and three months after payment I have nothing but a subsequent promise.I am 77 years of age and needed to relocate personal property on and near the fence. The failure of Illinois Fence to order the correct material was not my error. The delay will result in additional cost for man power to return personal property to the previous location and then backout of the way to permite installation. This is an expense that should be paid by Illimois Fence Company. Or they can find a different manufacturer and install the fence immediately. Or an employee of Illinois Fence may relocate personal property to allow for installation. For health and disability reasons I simply am unable to relocate property a second time.

  Customer Answer

  Date: 12/06/2022

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***************************