Complaints

This profile includes complaints for Rio Grande Fence Company's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

close

Find a Location

Rio Grande Fence Company has 2 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  Rio Grande Fence Company

  137 S Forbes Rd Lexington, KY 40511-2026

  
• 

  Rio Grande Fence Company

  2101 Commercial Dr Frankfort, KY 40601-8972

  

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:06/29/2023

  Type:Billing 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.

  Rio Grande fence built a 6’ plank fence Nov 2022 around my pool. Plus we had to have them fix trash bin height. Shabby job all the way. This May two posts were leaning after high winds. Called & ***** ******* came out, original salesman) and quoted us $1500. To fix. We got another company to fix & with many people our family & their company saw one post was 14” & other was 16” deep. Not the required 24” depth required by Fayette co. When told him with pictures & text & phone calls. He responded you didn’t let me discuss warranty. First time mentioning warranty & plus gave me a $1500. Estimate to fix!

  

  Business Response

  Date: 06/30/2023

  To address the depth issues with the post: The ideal depth for a post is 24 inches, there are some instances that we can not make that depth due to the location where the customer  had directed us to install the fence. For example In some cases it could be rock, that the customer wishses not to pay to have dug up, or could be burried utility lines that if we go deeper we will hit and cause additional issues. Our repair quotes are all time and material and we will quote higher than needed to cover any other issues that occur, it does not mean the final invoice amount is that quoted total. Unfortunately we were not given the oppurtunity to address any issues with the post, as the customers had another company to dig up the post, which at that point makes any and all warranties on labor or material null and void. Had we been given the oppurtunity to address this issues properly, the $1500 quote for labor and material would not have been the final invoice amount. We stand behind our work and when issues do arise we promptly handle the situation and make sure our customers are happy with the result. This Spring's wind storms did set us a behind a few weeks, but our returning customers are given priority and are handled quickly,  Just as your December Google review stated, we had no problems and you were handled promply, given the same oppurtunity this time the outcome would have been much different. 

   

  Please feel free to contact us with any questions.

  Thank you,

   

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

  Office Manager 

  ************
  
   

   

• Initial Complaint

  Date:09/13/2022

  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.

  Rio Grande invoiced ***** **** Baseball *******s for a temporary fence. The invoice was paid and the check was cashed 4/26/22. They also submitted the invoice to ***** **** High School. The school gave the invoice to the ******* Club to pay. At that time, it was beieved to be a second charge. The invoice was paid on 5/4. Later it was realized that it was NOT a downpayment and final payment but actually the same invoice. I am sure it was confusing for Rio to know whom to invoice for the project. I have no compaint about the issuing of the invoice. But the invoice was double paid and once it was known to be a double payment I reached out to Rio. I have left 3 messages over the last 3 months and no one will return my call or issue a refund for the overpayment. I spoke to someone and they said they would make sure bookkeeping would call me. That was 2 months ago. The other two phone calls resulting in receiving a voicemail at which time a message was left. I have left a 4th message today.

  

  Business Response

  Date: 10/21/2022

  The company stated the check was sent to the customer.  The company requests the customer contact them on Tuesday, October 25th if the check has not been received by then.