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:07/22/2024

  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.

  I was given an estimate from Fence Works for a “high quality and custom” aluminum fence. I was promised that it would be set in wet concrete 6 feet into the ground and that it would be strong and durable. I was charged $6468 up front and then $2433 after the fence was installed. Their salesman, **** ***** was incredibly rude and very unprofessional from the start. My fence was supposed to be on my property line and to the front of my house. **** told me that would be possible, but after his crew marked the area where the fence would go, he made the edge of the fence line 11.3 feet off of my property. I told him I was not happy and I did not want it, he just shot me down and told me that it had to be that way because if it was on my property line a “geometrically impossible” pinched corner would form. I asked for a refund and he denied it. I told him to then make it where there would be a diagonal piece of fence instead of a pinched corner, he argued with me and called my idea dumb and ugly. After talking in circles, he recharged me $849 for his miscalculations to make the diagonal work. This miscalculation would only leave me with 18 feet of yard unfenced. The next day the fence was being installed and instead of listening to my plan to have a diagonal piece, **** and his workers put in a pinched corner. In this corner, the fencing was not attached to the post in two spots. One of those spots was held together with electrical tape. Instead of 18 feet, they left 50 feet of my yard unfenced with no temporary fence. I was never notified from the company or **** about doing a pinched corner instead of a diagonal piece. I contacted the owner ***** ****** who came out and told me that they used dry concrete and that it was common knowledge. The fence was also only set 2 feet into the ground and not 6. Jason talked to me like I was an idiot and would not give me a refund. This company lied to me, was ******, talked down to me, destroyed my yard, and provided terrible work.

  Business Response

  Date: 07/25/2024

  **** *****  and ***** ******  met with *** ***** on or about 6/21/2024.  At that time *** ***** signed an estimate totaling $8901. She paid a deposit amount of $6468, well within industry standards.   On 7/12/24 our intaller ******* ******** began installation of the fence.  Somewhere along the line there was a misunderstaing, or possible miscaluation of how many feet we were installing.  The origanal amount of 184' was installed.  Upon completeion of the 184' there was an issue with the corner. Noted in the pic supplied by *** *****.   She at that time left a voiceamail with our operations manager and a meeteing was set for Monday.   Monday, ***** ****** and ***** arrived to discuss the issues.  ** ***** noted that several posts were not set, an issue with the the corner, and she was not happy with the latch mechanism.  Upon further discussion *** ***** stated that Sunday evening she pulled multiple post out of the ground causing issues with the lay of the fence.  She was unaware the post needed to setup first.  An honest mistake I am sure.  I did inform her that dry set post for aluminum is industry standard.  I did not agree to a refund as all of the issues, including those caused by *** ***** pulling the post out of the ground, were easily remedy.  As for the payment. *** ***** has made only one payment of $6468.. She was not charged the additional  $2433. for  installation nor the  $849..  A temporary fence was installed while new material was ordered.  When we left on Monday, *** ***** said she was relatively happy as long as the fence was going to be completed.  Since that time ** ***** has taken to social media.  Claiming she paid for the full fence upfront, that we refuse to remedy any of the issues, and that she has no intention of paying the remaining balance of $2433. She even shared a video of her pulling the post from the ground.   We stand behind our work and will complete the job when new material arrives.  As was stated in person and via text
  

  
  

  Customer Answer

  Date: 07/26/2024

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: it is complete gibberish. My fence won’t be done in seven days. I paid $6468 upfront for what I was told were quality materials. That check was cashed two weeks before the fence was even started.  The Remaining money I owed was for the installation 2433.00.  A check for that amount was given to **** Friday evening. my invoice shows an additional balance of 849.00 added due for the extra fencing needed to complete the job. The owner did say he would rip up the 2433.00 check and fix the fence, but After a second supposedly fix Posts are still loose, panels slide back and fourth.  I wasn’t looking for a handout or a hard time or the grief that has come with this fence company.  I was looking for a quality job done right the first time, not excuses about things I did wrong.  I’m not a fence installer. I was given no contract nor did I sign a contract stating anything about post set up. I was told my fence post would be set in 6 inches of concrete and that is what set this company apart from others is that the post were set in 6 inches of concrete. There’s a dusting of dry concrete in the holes not even an inch.  I had meticulously laid out and went over the plan of how I wanted my fence laid out With the companies Fence man because I would not be home when it was being installed and it was still done incorrectly without my consent or knowledge . I was never contacted about any changes, when they’d be back, concrete set up or broken parts on the fence, the corner being taped together/or that it would even be fixed. The fence was measured incorrectly by the company. The owner then put my address on Facebook and then tried to blur it out, which is still visible as you can see in the pictures above, I feel like I’m dealing with a middle schooler. I paid for a quality job to be done The first time. I asked for my money back the first time and was told nn
  
  
  
  Sincerely,
  
  
  
  ******* *****

  Customer Answer

  Date: 07/29/2024

  
  
  

   was not able to submit my entire response, so I’m emailing you. 

  Complaint: ******** I am rejecting this response because: it is complete gibberish. My fence won’t be done in seven days. I paid $6468 upfront for what I was told were quality materials. That check was cashed two weeks before the fence was even started.  The Remaining money I owed was for the installation 2433.00.  A check for that amount was given to **** Friday evening. my invoice shows an additional balance of 849.00 added due for the extra fencing needed to complete the job. The owner did say he would rip up the 2433.00 check and fix the fence, but After a second supposedly fix Posts are still loose, panels slide back and fourth.  I wasn’t looking for a handout or a hard time or the grief that has come with this fence company.  I was looking for a quality job done right the first time, not excuses about things I did wrong.  I’m not a fence installer. I was given no contract nor did I sign a contract stating anything about post set up. I was told my fence post would be set in 6 inches of concrete and that is what set this company apart from others is that the post were set in 6 inches of concrete. There’s a dusting of dry concrete in the holes not even an inch.  I had meticulously laid out and went over the plan of how I wanted my fence laid out With the companies Fence man because I would not be home when it was being installed and it was still done incorrectly without my consent or knowledge . I was never contacted about any changes, when they’d be back, concrete set up or broken parts on the fence, the corner being taped together/or that it would even be fixed. The fence was measured incorrectly by the company. The owner then put my address on Facebook and then tried to blur it out, which is still visible as you can see in the pictures above, I feel like I’m dealing with a middle schooler. I paid for a quality job to be done The first time.  my side lawn is destroyed with mudd and rocks.  There were cigarette butts all over the yard. Never mind the total unprofessional treatment and tit for tat what the customer did wrong. Post that were supposedly reset a second time are still loose and pull up. The entire fence rocks back and fourth. I thought I hired professionals, Clearly I was wrong. I asked for my money back the first time and was told no, so now I’m left to deal with someone , who didn’t do the job right the first time or the second time. How am I supposed to be assured that it’s gonna be done right a third time? My fence won’t even be done in seven days.  I want a total refund as the fence on my property is junk. Sincerely, ******* *****