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:11/29/2024

  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.

  On October 1, 2024, I signed a contract with All Pro Fence to replace my existing fence that had damage due to wind. I decided two days later to cancel my order as something just didn't feel right about G*** L*** and the things he was telling me. On October 7, 2024, he finally got back to me in an email and said he and his wife would go ahead and cancel the order and I put it in writing to please cancel it. The amount of the transaction was $7373 for the fence. He then stated it would be 30 business days before I receive a check via certified mail. I waited 30 business days and inquired through email where my check was on November 20th, 2024. He emailed back and said it had been processed and I needed to wait another 7 to 10 business days to receive my check. He has had my money since October 1 and today is November 29th, 2024, which is well past our agreement. He also claims a 15% cancellation fee. However, I canceled the order within the cool down period of any contract. I am asking that my money be returned to me minus the 15% cancellation fee as he broke our agreement to pay me within 30 business days.

  

  Business Response

  Date: 01/28/2025

     
  
  
  Fw: ACTION REQUIRED: You have received a customer comment from BBB serving Cincinnati
  regarding complaint #********
  From Info <***********************>
  Date Wed 2024-12-11 8:28 AM
  To ******* *********** <*******************************>
  From: g l*** <**********************>
  Sent: Tuesday, December 10, 2024 8:42 PM
  To: Info <***********************
  
  
  BBB,
  This has now become a legal matter for defamation. The ********** Police Department is involved. This
  individual has been reported for insurance fraud as well. This customer was aware that her refund was
  mailed and she cashed the check.  There are false accusations and defamation in this complaint. Please
  remove this false complaint as we did nothing wr*** in this situation. 
  Thank You,
  All-Pro Fence

  

  Business Response

  Date: 02/04/2025

  
  Complaint closures
  From g l*** <**********************>
  Date Fri 2025-01-31 12:15 PM
  
  
  
   **** was  refunded but is being investigated for insurance fraud due to this transaction. The fence that she ordered was a special order in which there are no cancellations but we still issued her a refund. She was notified that her refund check had already been mailed when she left her defaming complaint with the BBB. Check#**** $6278.00 was her refund after her cancellation fee. 

  Customer Answer

  Date: 02/04/2025

  First of all, I have not committed insurance fraud.  That is a false claim by Pro Fence.

  Second, I cancelled my order with Pro Fence within the 72 hour cool down period, which is a right every consumer has.  There was not enough time for Pro Fence to order anything.  The fence was not a special order.  It was a plain old picket fence with two gates.  Nothing special about it.  Therefore, since nothing was ordered, there was not restocking fee.  So to summarize, I had a right to cancel within 72 hours, which I did.  Second, it was never ordered because there was not enough time.  I also indicated in my email to you that after receiving the $7373 I would refund you.  However, that all changed when you took it upon yourself to take it out of the $7373. 

  I am not releasing this complaint until I receive the amount you deducted from the $7373.  

  The ********** Police Department was involved not for insurance fraud, but because you drug your feet on the refund.  It took more than 30 business days.

   

   

   

• Initial Complaint

  Date:03/01/2024

  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.

  We hired them to install a fence around our pool.
  They required 100% of the payment up front (labor and materials). We were leery of that, but we like to use small, family owned businesses when possible.
  They completed the fence, but one of the gates will not automatically close, so it will not pass inspection.
  We've called, texted, emailed numerous times and they will not return any calls or emails. They completely ignore us and will not come to adjust the gate so that it will pass inspection.
  We cannot adjust the gate on our own. It appears that the hardware is defective (the other gates can be adjusted).
  We just want the gate fixed so that we can get the fence to pass inspection.
  While installing the fence, Gary repeatedly spoke of 'angry' customers, at least a dozen different stories.
  We have had many projects done; 2 houses built, a pool, landscaping, firepits, etc. We have never had a problem with any contractor nor have we ever filed a complaint.
  Their approach to their business is unprofessional and leaves me to believe that their many angry customers have a right to be, if they were treated in the same fashion we have been.
  They took the money and ran, and do not live up to a reputable business.
  Their website shows them as a member of the BBB, and that was why we finally went with them. So it's important that you know their business practices so that others do no get taken advantage of.

  

  Business Response

  Date: 02/04/2025

  
  
  
  We resolved ********* complaint with the **** ** **********. They inspected our aluminum fence and said that our craftsmanship and materials are top of the line and passed our fence.The fence never failed an inspection because ******* never called the city to schedule one complaints should be discarded due to the illegal activity  and they were
  addressed and handled with authorities outside of court in 2024

  Customer Answer

  Date: 02/15/2025

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, reasons for rejection are included below.

  
  

  From the initial complaint, they ignored all of our attempts to contact them (email, phone calls and texts) regarding the gate not closing. All we wanted was to discuss the issue and see if they could come take a look. A reputable business would answer their customers and work with them on resolving an issue with their installation. Only after going to the BBB and having you contact them, did they finally come out and address the issue. However, in doing so, they put so much stress on the gate adjustment mechanism that it is now broken and can no longer be adjusted.  Due to what appears to be settling of the post on the right in the attached picture, the gate will not close and cannot be adjusted.
  
  Gary will say that gates aren’t included in the warranty and so we have no hope of having him fix it.  And to be honest, we would prefer to no longer deal with him and will pay someone else to fix it.  
  
  That being said, in our opinion there is absolutely no reason why All Pro Fence should be able to maintain an A- rating.  Please take a close look at the other complaints about All Pro Fence. They have a pattern, and that is, take the money and run.  This is the real problem, and we feel that their current rating is misleading and will lead to more customers going through the same bad experience.
  
  Also, please take a look at the Message From Business.   It makes absolutely no sense and if full of lies.  We never said the fence failed inspection.  We delayed having the county come out for an inspection because we knew it would fail and it was not until after we reported to the BBB that they came out to make the gate close.  After that we contacted the county for the inspection.  The **** ** ********** was never involved.  There was no one that said their craftmanship was top of the line.  There was no “illegal activity”.  This is typical of Gary’s penchant for lying.
  
  If saying that we are going to go elsewhere to fix the issue means the complaint is closed, so be it.  We do not want to ever deal with this man again. 
  
  But if that also means that the BBB maintains this company's current rating, then shame on you, and I feel sorry for the next person that will see that rating and decide to do business with them.
  
  Regards,
  
  
  
  ****** *****
  
  

  Customer Answer

  Date: 05/01/2025

  I have provided all the documentation that I have from All Pro. 

  Our gate is still broken and will not close due to the fence post has sunken. 

  We will have to pay another local gate contractor to come fix the shoddy work. 

• Initial Complaint

  Date:06/16/2023

  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.

  What should of been a small easy fence job to keep our dogs in the yard, ended up turning into a horrible experience. Terrible communication with no returned calls. We were told in January that they were behind and would be out the second week of February. We didn’t hear anything in February, March or April. Finally, in the middle of the May we heard from Gary and he said they would be out in a few weeks. Then, I was told they would be out on a Monday, They never showed up and when I called them around 1pm I got no answer and left a message.They then showed up the next day to start and then was told they didn’t have the gates for the fences. We waited another week Once the gates were “completed” the gate installed between our detached garage and house is clearly crooked and drags the ground when opening. It’s obvious the post isn’t strong enough to support the weight of the gate. s again and it appeared we were in agreement. Gary agreed the gate wasn’t supported enough and we agreed the best way to fix it would be to attached the post to the house. However, he said he “can’t do that due to the city of ******** coding.” He agreed to go to them and ask permission to do so, if he was unable to get permission to attach it to the house he would put concrete in the post to help with support. He left and said he would be back to finish the job and that he had no other jobs to get to. About 2.5 hours later I received a text stating that he was informed by the city that there was no permit pulled for the job. He also stated that he couldn’t do any further work the job is complete. Then demanded payment and threatened collections and repossession of the fences. After waiting 8 months for the fence patiently, they immediately threatened collections and repossession of the fence again after 3 days of the job supposedly being finished. They used the permit as a way out of finishing the job correctly. Never once was a permit mentioned or asked about. Have more not enough room.

  

  Business Response

  Date: 07/10/2023

  **** forgot to mention a few important details in his story. We didn't have any issues with the installation until the enclosure was completed and his final payment was due. We had constant communication before and after the completed job. All-Pro Fence went back to his residence on three separate occasions to try to work with him regarding preference changes to his completed fence. We were asked to move the latch on a gate to a lower spot due to his wife being extremely short and **** said that a check would be on the door. We moved the latch but then his wife came outside and attacked the crew and the fence. She was hopping off of the ground shoving the fence as hard as she could yelling this isn't built right and we are not paying. We contacted **** and let him know about the attack. He then said he agreed with her and was not going to pay. This behavior is unacceptable and it did cause this fence to go to collections for non payment immediately.  All-Pro Fence went back two more times after this event to explain that the fence posts are properly installed with sleeves and we tried to educate him on the installation process for vinyl fence.  **** became very demanding and used profanity toward us after now demanding that we connect the fence to his brick home and he wanted a discount. This was not on contract and we do not mount fences to homes. After a week they finally paid but threatened to go to the BBB for money back. The fence was built to contract and his Chihuahua was enclosed. The small dog was the reason the gates were kept low to the ground so they would not get out. The rubbing of the gate is due to his newly poured concrete that is not level and is raised from the gate opening. **** signed the contract and it states in two places that he is responsible for all building permits so he is being dishonest about not knowing that he needed permits or that he wasn't informed. If **** and his wife had a bad experience it's because they made it that way to try to get a discount. 

• Initial Complaint

  Date:03/27/2023

  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 Dec 20, 2022 I put a deposit of $3,590 in cash on a fence for my dogs. I was told this would be done by Feb. It is now almost April. There has been nothing done on this fence. All Pro Fence show they have an office in :Lawrenceburg, IN but they don't. I am concerned that I will never see a fence built.

  

  Business Response

  Date: 04/11/2023

  This job is in progress. We have had recent flooding and bad weather which furthered her estimated start date. We had delays from 811 due to the customers dogs unleashed on the property preventing the utility markings that delayed us when she posted this complaint. We do not give out our home address as we are a family ran business but she was provided a mailing address. The customer stated that she did not know how to remove the complaint after this was explained to her and we relayed all of this to the BBB via telephone to avoid this false complaint. I have attached photos from 811 delaying her markings due to her dogs on her property unleashed.

• Initial Complaint

  Date:10/29/2022

  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.

  I had a fence and side gates installed by All Pro Fence back in 2020. Starting in 2021 my neighbors and I have had a dispute over the fence and side gates that I paid for. I have requested a copy of my bill from Gary over 10 times. All Pro Fence has never responded and has cut all communications with me. This is not only very unprofessional but a true sense of the business you will receive from this company. Gary and his wife do not communicate at all with customers, they will change installation dates and just not show up when previously scheduled. I have sent countless emails and phone calls trying to just simply get a copy of my bill. There is no address for the business and the lack of communication and response is truly appalling. I have never seen a business treat previous customers this way. Am I so wrong for asking for a copy of my bill for the work I paid for and had done by this company? Seems like a simple task but obviously All Pro Fence does not like to help their customers with any issues they might be having. All I ever wanted was a call back and a copy of my bill. I would highly recommend staying away from using this company because even though you might save some money, the headache and frustration will not be worth it in the end.

  

  Business Response

  Date: 11/05/2022

  We completed a beautiful fence for *** **** in 2020 and he was completely satisfied with our services. He was so satisfied that he called after his installation for two additional fence projects. Due to the behavior of *** **** during his first installation, our business decided to not do any future business for this individual.  We have irate,demanding and threatening emails and voicemails that caused us to make this decision about future work and contact to *** ****. I have attached the emails where we responded about future work and he was given as reciept as all customers receive a contracted reciept. The last email that Mr Kane left was threatening us with legal action so there will be no future contact with this individual. *** **** has caused issues with his neighbors which are our customers as well and we do not participate with legal disputes between customers. We also do not tolerate aggressive behavior and we reserve the rights to whom we do business with.

• Initial Complaint

  Date:08/25/2022

  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.

  I gave a deposit of 1450.00 for a fence installation on March 18, 2022. Over the 5 month period of them haveing my deposit I was poorly commuicted with. I would call and email and would take several days for them to get back to me. Gary changed the installation date over 4 times with me after the4y fence was never installed in which thoiught was a timaley manner I decided to cancel my purchase all together on July 8, 2022 over 5 months of leaving them a deposit. They took over 30 days to refund me my deposit but what they did was charge me 30% cancellation fee. In the contract it does sate there is a 15% cancellation fee, I would of thought it would or should of been on the deposit of 1450.00 but no they did on the full price of what the fence was costing me THAT WAS NEVER INSTALLED. I plan take this to small claims too. I feel like I should have been refunded the full amount for waiting for so long with no results or FENCE!! I called and called qand emailed no repsonse but very basic computed answer. I would like them to refund the addtional money kept which is over $400.00 of my deposit. I waited and waited gave them benefit of the doubt that everytime they gave me a different date thay would come but never did. I had not choice but to cancel so I could find another company that would suplly a fence to me. I have attched the check and contract so you can see the dates.

  

  Business Response

  Date: 08/30/2022

  All-Pro Fence really tries to satisfy all customers but it is not always possible. There is a wait list for our fence services and this is always communicated to all of our customers.  This customer was aware of the wait list and anyone who uses us knows that we book out months in advance. Her deposit was half down and the cancellation fee was 15% as stated on her contract. The fee applies to the cancelled contract not the deposit as this customer seemed to misunderstand. We have attached her signed contract and emails that show that we discussed the fees. She was aware of everything as it is in writing and we discussed these fees prior to her refund.