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Business Profile

Fence Contractors

Cardinal Fence & Security, Inc.

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Fence Contractors.

Complaints

Customer Complaints Summary

  • 17 total complaints in the last 3 years.
  • 5 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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.

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Complaint status

Complaint type

  • Initial Complaint

    Date:06/23/2025

    Type:Product Issues
    Status:
    Unanswered
    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 called Cardinal Fence to replace a portion of my fence and gate, approximately 26'. A rep showed up within a day. I got and estimate for $1754 and was told to make a 50% deposit and they would schedule it. I called and talked to **** who took my deposit and he told me I would be on the schedule the next week approximately April 10. On that day no one showed up and no one called. When I called and talked to **** he told me I would be on the schedule the next week. Again, no one showed and no one called. **** made up so many stories over the next two months that I realized my fence would never be replaced. Once when I called he told me "the crew was on the way!" No one showed and no one called. When I called he told me the truck broke an axle. When I looked at his reviews, he had told one lady the 'crew had to wash their truck instead," Another guy was told "my mother is in the hospital" then "no wait, my father is in the hospital." When I told him I want my money back he said " I would but that girl is out." The next week I went to the office and he said "that girl is on maternity leave and I don't have the password." He's the co-owner so of course he has the password. Also he's the one that took my deposit over the phone in the first place. It has been 10 days since I demanded my money back with no effort on ****'s part. He lies constantly. I don't know why. I want a full refund. There are a ton of complaints on **** just like mine. This company should be shut down.

  • Initial Complaint

    Date:04/29/2025

    Type:Service or Repair Issues
    Status:
    Unanswered
    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 had a wooden fence gate installed in June 2024 and it has a huge gap between the gate and fence. They were supposed to install medal posts to set the gate, but they just connected it to the fence directly. We have called multiple times and they say they will send someone out to assess the problem, but no one shows up. This is the worse gate replacement job I have ever seen. We paid $500.00 for a crappy job.

  • Initial Complaint

    Date:01/08/2025

    Type:Product Issues
    Status:
    Resolved
    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 Nov. 19, 2024, My husband and I went to Cardinal Fence and Security* ***** a company employee had been to our residence and measured and drew a design for an aluminum, Wright Iron, looking fence for the front of our property at 75 Louisville Farms Rd. A quote was generated and we looked at the product options. We met with the company owner, **** *******. We shook hands and paid the deposit amount of $2,106.00. **** was to check with suppliers to give us options for finials for the top of the fence. **** was supposed to call us on Nov 25 before he placed an order for the metal. We never heard from him. *****, my husband went in to the hospital on November 30 and died on Dec 3. I have called and requested a refund. Multiple times I have been lied to. **** has never done anything he committed to do and has not sent me a refund that he agrees he owes me. $2162.00. Finally I requested cash and I was coming to his office at 11:00 on Dec 23. He called me on the 20th and told me he did not have the cash to pay me what he owed me.

    Business Response

    Date: 01/08/2025

    The customer placed their deposit via check. We have refunded the customer's deposit in full via check # 6470 on Friday 1/3/25 and it is in the mail.  We do almost no business in cash and most transactions are done via credit card or check and we pay everything in kind.  Thank you.

    Customer Answer

    Date: 01/12/2025



    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,



    ***** ****** 

    ***If you are interested in supporting the BBB's free services, please consider giving to BBB's Consumer Education Fund, which provides other services to the community, like Charity Review, Identity Theft Seminars, Free Shred/Recycle Events, Senior Citizen programs, High School and College Programs, and providing information at local community events. Donations can be sent via Venmo to @bbbcefky or mail your donation to BBB Consumer Education Fund, 13104 Eastpoint Park Blvd., Louisville, KY 40223. For more information on these programs, call 800-388-2222. Thank you for your consideration. 

  • Initial Complaint

    Date:12/20/2024

    Type:Order Issues
    Status:
    Answered
    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 purchased a fence whole sale as a contractor. Half of the order was missing. I can not get the owner to correct the problem and get me my missing pieces. The owner keeps giving me the run around and saying it will be in tomorrow and he has done this 5 times. It’s been 2 weeks.

    Business Response

    Date: 12/20/2024

    I apologize for the issues.  We have fulfilled most of the order.  The plated posts are not a stock item and have been backordered.  We will have them here at the beginning of next week and will fulfill the order.  

    Thank you,

    ****

  • Initial Complaint

    Date:11/18/2024

    Type:Service or Repair Issues
    Status:
    Unanswered
    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.
    Cardinal Fence replaced a gate on our privacy fence on April 22nd, 2024 and the gate began dragging just a few weeks after. We have made multiple calls to have this rectified. They did send someone out to look at the gate. He made an adjustment that didn't last and the gate is dragging worse. They called and said someone would be out to repair it and no one showed. We have left numerous messages and cannot get a callback or resolution.

  • Initial Complaint

    Date:07/15/2024

    Type:Product Issues
    Status:
    Answered
    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 July 22, 2023, Cardinal Fence and Security installed/restored my fence incorrectly after a windstorm damaged my original fence. Per the ********* **** ************ the wall was installed incorrectly, which is against their rules/policy. The first notice from the Home Association was sent on July 25th, 2023. I repeatedly contacted Cardinal Fence to take care of this matter. ***** the owner of Cardinal Fence and Security, said he would send someone to my home to view the fence; however, no one came, and I did not hear anything else from **** or his office afterward. I continued to contact **** and the office; my calls were ignored. A second notice was sent from the Home Association on December 4th, 2023, to bring the issue before the Board of Directors.

    Cardinal Fence has been in business since 1959. I trusted I had located a professional contractor who could complete the job professionally. When the contractors arrived at my home, they immediately started working with the fence. I asked one of the contractors if he had a plan for the wall; he said no, but **** told them how to install the fence. I did not notice a name on the contractor's truck. I assumed they were unlicensed contractors, especially after installing the wall incorrectly. This was disappointing, as I hired Cardinal Fence to ensure I was getting licensed, professional contractors, per the information on the website.

    I am an engineering contractor who travels for work. I had to leave for work before the fence was installed. The fence took two days to install. When I left, the poles were being placed around the yard. I did not notice the incorrect installation or receive the letter from the ********* **** *********** until I returned home. Eventually, due to no response from Cardinal Fence, I had to hire another fence contractor to repair my fence for $2,200.

    I want a refund because I was stressed out about repairing my fence and paying for a professional service that I did not receive.

    Business Response

    Date: 07/15/2024

    As *** ************ states, we have been in business since 1959 and pride ourselves on the quality of our work.  We installed her fence correctly as we have installed hundreds of wood privacy fences.  It is the customer's responsibility to understand their Home Owners Association requirements and convey those requirements to us prior to installation.  I have no way of knowing what type of wind damaged her fence but it was installed correctly.  We will not refund the cost of her fence.

    Customer Answer

    Date: 07/15/2024



    Complaint: ********



    I am rejecting this response because: 

    I am a new home owner and a novice in fence installation. Being that Cardinal Fence has been in business per the time stated above; I hired Cardinal Fence as a professional. Cardinal Fence never asked how I wanted the fence installed, or how the fence should be installed. I am sure Cardinal Fence has installed fences in my neighborhood with the stated requirements, especially in the ********* area. There were no discussions of plans, or otherwise. This would be okay, if this is the way Cardinal Fence has treated their other customers, but I sincerely doubt it, or they would not have been in business this long. 

    More significantly, Cardinal Fence never responded to my messages to explain his message above.  I felt it was rude, stressful to me  and uprofessional. I was ignored. I am not sure if there were some type of prejudice that they felt they should have given me the runaround, and not respond to me. I hired Cardinal fence as a contractor and they should have responded to me in this situation; weather they were going to install the fence, or not.




    Sincerely,



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

  • Initial Complaint

    Date:10/02/2023

    Type:Customer Service Issues
    Status:
    Resolved
    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.
    My husband and I asked Cardinal Fence for an estimate on replacing a chain link fence and gate that was damaged in a storm in April 2023. It took a couple months to get the estimate. My husband agreed to the amount and paid half down as a deposit on 9/6/23. ** ******* ****** **** ** *******. I called Cardinal to see when the installation was scheduled. I was told 9/17/23. I asked to reschedule for the following week as the funeral was on 9/17. I called again on 9/18 to see when it was rescheduled for. I was told 9/23/23. I waited all day and nobody showed up to do the work. I called on 9/25 and was told by ****, the owner, the fence panels were damaged and couldn’t be used so they would reorder and let me know. Nobody has ever called me back and I have left a message every day. I want my deposit back and I’ll find someone else to do the work. I’m tired of trying to deal with them. The deposit check has cleared our bank

    Business Response

    Date: 10/13/2023

    We were very sorry to hear about *** ********* *******.  We are installing the fence tomorrow, Saturday October 14th.  The material was special order and was ordered the day that we received the *******'s deposit.  Unfortunately our distributor did not receive the material until earlier this week and we received it at our premises yesterday.  I apologize we could not complete the installation sooner but this was out of our control.

    Customer Answer

    Date: 10/16/2023



    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. The fence has been installed. The availability of materials may have been out of their control but the ability to communicate with me regarding that issue was completely within their control. 



    Sincerely,



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

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

  • Initial Complaint

    Date:10/02/2023

    Type:Delivery Issues
    Status:
    Resolved
    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.
    Cardinal fence installed 2/3rd of a fence and never came to finish the job. I have called and left messages for an update but no return call has been made.

    Customer Answer

    Date: 11/15/2023



    Better Business Bureau:


    The customer stated the company completed the job.

    interested in supporting the BBB's free services, please consider giving to BBB's Consumer Education Fund, which provides other services to the community, like Charity Review, Identity Theft Seminars, Free Shred/Recycle Events, Senior Citizen programs, High School and College Programs, and providing information at local community events. Donations can be sent via Venmo to @bbbcefky or mail your donation to BBB Consumer Education Fund, 13104 Eastpoint Park Blvd., Louisville, KY 40223. For more information on these programs, call 800-388-2222. Thank you for your consideration. 

  • Initial Complaint

    Date:08/30/2023

    Type:Customer Service Issues
    Status:
    Resolved
    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 August 25, 2023. * * * * had turned off my electricity. Said I had a problem with my underground lines, and service could not be turned back on until I had the problem fixed. ***** ********** ******** came and underground break was discovered by locator. The service line was set in concrete with the fence post casuing the break in the underground service lines. Allen instatted six underground splices and re-routed the main service line around the fence and undated the main grounding system. Cardinal Fence had installed the fence last year.

    Business Response

    Date: 10/11/2023

    The company indicated that it would reach out to the customer in an effort to resolve the complaint.

    Customer Answer

    Date: 10/11/2023



    Complaint: ********



    I am rejecting this response because:



    Sincerely,



    ***** ******

    Customer Answer

    Date: 10/25/2023

    [A default letter is provided here which indicates your acceptance of Mediation. If you wish, you may update it before sending it.]


    Better Business Bureau:


    In reference to complaint ID .********, , I agree to participate in BBB Mediation.


    Regards,


    ***** ******

    Business Response

    Date: 12/08/2023

    The company agreed to settle the matter and a check was sent to the customer.

    Customer Answer

    Date: 12/11/2023



    Complaint: ********



    I am rejecting this response because: *** ****** indicated that he has not received his settlement check.



    Sincerely,



    ***** ******

    Customer Answer

    Date: 12/11/2023



    Complaint: ********



    I am rejecting this response because: *** ****** stated he has still not received the settlement check from the company.



    Sincerely,



    ***** ******

  • Initial Complaint

    Date:07/31/2023

    Type:Order Issues
    Status:
    Unresolved
    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.
    see Attached document

    Business Response

    Date: 10/04/2023

    The company indicated it reached out to the customer and the two parties came to an agreed upon resolution.

    Customer Answer

    Date: 12/04/2023



    Complaint: ********



    I am rejecting this response because: The company never completed the work.



    Sincerely,



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

    Customer Answer

    Date: 01/02/2024

    [A default letter is provided here which indicates your acceptance of Mediation. If you wish, you may update it before sending it.]


    Better Business Bureau:


    In reference to complaint ID .********, , I agree to participate in BBB Mediation.


    Regards,


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

Cardinal Fence & Security, Inc. is NOT a BBB Accredited Business.

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