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:09/07/2022

  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.

  Value Fence completed construction of our fence in September 2021. Thereafter we met with Value Fence president ********************* to express various concerns about the materials and workmanship. **** assured us that these problems would be corrected, and we paid the final invoice in full. As demonstrated by the attached email chain, however, these corrections were never made. Since September we repeatedly contacted Value Fence asking them to follow through with the promised repairs and adjustments, but no action was taken and we have received no reply from them since December 2021. **** indicated that the repairs would get done, but never committed to a date or even a time frame. Reminders that 9 months had passed since his initial promise without action were ignored, as were multiple follow-up emails (and one text message). Nearly a year has now passed without a resolution, and 9 months since ***** last assurance that repairs would be completed. These unresolved issues include the following: (1) our front gates, which have been crooked since completion, still require adjustment (during part of this spring and summer they were not even able to be opened); (2) a ********************* said was of poor quality and should not have been used still requires replacement; (3) one of the fence posts has warped significantly, causing one portion of the fence to bend outward; and (4) the rear gate also requires adjustment, and the post anchoring the gate area near the edge of the house has settled such that the top of the fence is now several inches from the house wall, leaving a significant gap. **** verbally assured us that the first two items would be taken care of, and the other items, which have been brought to his attention, also fall within the warranty discussed with us when we signed the contract with Value Fence, as well our meeting with **** when the fence was completed.

  Business Response

  Date: 10/10/2022

  Yes, customer is correct it was a material issue more than a workmanship, and when i spoke with the *********** on site  i told them it will be fixed and taken care of just needed time to complete with the work load we had and it was still a functioning fence for the dogs. The final invoice was paid after the discount was given per there request. Value fence will be contacting the *********** to get faulty materials changed and corrected  

  Customer Answer

  Date: 10/17/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. 
  

  Although we certainly appreciate the first response from **** that we have received in almost 10 months, despite many attempts to reach him directly, the issue remains unresolved.
  
  When we repeatedly asked to schedule the incomplete work, **** indicated that he was unwilling to schedule it, but would contact us. After waiting almost 13 months, another vague assurance that he will reach out at an unspecified date does little to convince us that the work will actually be completed.

  Regards,
  
  *********************************

  
  

  Business Response

  Date: 10/19/2022

  ******* has been reached out to for the repair waiting on response, i ask to come out Friday 21st to complete repair 

  Customer Answer

  Date: 10/27/2022

  Better Business Bureau:

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

  Regards,

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