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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:07/26/2023

    Type:Delivery 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.


    Complaint: ********



    I am rejecting this response because:

    One of their employees came to assess the project which was on their proposal.  I was told the person who wrote up the proposal is no longer with the company.   All info needed was on that proposal.   That was the end of February.  He looked at the project and said he would report to his boss and there let me know.  I’ve heard nothing from them.   The gate closes in the pool to make it safe.   I’m not satisfied 

    Sincerely,



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

    Business Response

    Date: 08/03/2023

    The Company states their Operations Manager has worked with the Customer and a plan of action has been agreed upon regarding the installation of the customer's gate.

    Customer Answer

    Date: 08/30/2023

    Better Business Bureau:


    I would like to reject the offer of Mediation for complaint ID ********.


    Regards,


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

  • Initial Complaint

    Date:07/17/2023

    Type:Billing 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.


    Complaint: ********



    I am rejecting this response because: The customer states that he has not received the promised refund.



    Sincerely,



    **** * *****here was no further communication and no check. So I called again on 7/11/23 only to be given the implausible excuse by the receptionist that they were "checking my bank account". I advised that this matter had nothing to do with my bank account and it sounded like Cardinal fence was skating on thin ice legally. I advised that I wanted my deposit of $1,345 returned in full immediately or that the matter was going to be referred to the BBB. If BBB is unable to resolve the manner, then I have no choice but to seek restitution in Court. **** ** ****** *********

    Business Response

    Date: 08/03/2023

    The Company states the complaint has been resolved.

  • Initial Complaint

    Date:07/05/2023

    Type:Billing 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.



    Complaint: ********



    I am rejecting this response because:

    Cardinal Fence said in their previous message that they would have a crew out to my house on the morning of Monday 7/10. They also said that their operations person, **** *******, would be in contact with me to confirm the date. Neither occurred. The crew did not come to my house on the morning of Monday 7/10 and no one from the company called me to let me know that they would not be coming. When no workers showed by 8:40am, I called Cardinal Fence seeking information. The representative told me that the workers will not be coming today. I asked why no one called me to let me know. She did not have an answer. She said they will now complete the job on Thursday 7/13, but I am skeptical. I can understand and sympathize with delays caused by weather or personnel issues, but I don'tunderstand the lack of communication and the obfuscatory communication from this company. I would appreciate a call from **** ******* to confirm Thursday's new appointment.



    Sincerely,



    *** *******

    an explanation. On June 29, a Cardinal representative responded to my email and stated that the workers would do the job on June 30. I called Cardinal at 11AM on June 30 to confirm whether the workers were still coming. A Cardinal representative told me that the workers would complete the job that afternoon. The Cardinal workers, however, did show up. I called Cardinal at 2:24PM to ask if the workers were still coming. The Cardinal representative told me she would check and call me right back. The representative did not call me back and no workers from Cardinal ever came by on June 30. Again, Cardinal has provided no communication or explanation.

    Business Response

    Date: 07/06/2023

    *** *******, I apologize for the lack of communications.  We have had significant issues due to inclement weather and some worker absenteeism.  We will have a crew there on Monday morning, 7/10.  Our operations person, **** ******* will be in contact with you and confirm the completion date for your repairs.  

    Thank you,

    **** ****

    Business Response

    Date: 08/03/2023

    The company stated the customer's project is now complete.

    Customer Answer

    Date: 08/03/2023



    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.




    Sincerely,



    *** *******

    ***If you are happy with BBB's free services, please consider giving to BBB's Consumer Education Fund, which provides other free 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 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:06/12/2023

    Type:Service or Repair 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.
    Not responsive, not standing behind product or warranty, poor workmanship

    Business Response

    Date: 08/03/2023

    The company states that it will send their Operations Manager to examine the customer's fence in an effort to address the customer's concerns.

  • Initial Complaint

    Date:06/05/2023

    Type:Delivery 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.
    Cardinal Fence and Security installed a fence for us. The job was completed and the final payment of the cashier's check was dated 03/23/2023 in the amount of $2,550.00. We have contacted the company several times and requested an invoice showing the balance has been paid in full and to received a copy of the warranty for the labor and materials for the job. As of this date we have not received the requested information,

    Business Response

    Date: 08/03/2023

    The Company apologizes for the delay in delivering the the requested documentation.

  • Initial Complaint

    Date:05/01/2023

    Type:Service or Repair 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.
     

    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 happy with BBB's free services, please consider giving to BBB's Consumer Education Fund, which provides other free 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 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. 

    Business Response

    Date: 08/03/2023

    The company states that it agreed to refund $500 to the customer.

  • Initial Complaint

    Date:08/11/2022

    Type:Service or Repair 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.
    Better Business Bureau:



    I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

    I can totally understand being delayed for the weather. What I cannot understand is telling a customer you are going to show up and not contacting them when you know you’re not going to be able to accommodate that time frame. This wasn’t just a one time thing. This has been multiple days in a row. I don’t mind rescheduling but I would like to be informed when we are to do so. I really appreciate you getting the guys out to install the posts today. I am hoping we don’t have this same issue on Monday when they are supposed to return to finish the work but we shall see. 


    Regards,



    ******* ********called to say they weren’t coming and they won’t answer the phone (they close at 530P). I warned the guy earlier if they didn’t show I wanted a full refund. All we really want is to have a fence put up. That is what we paid for. This is ridiculous. Their customer service is seriously lacking and sadly I hear **** is the owner or manager and he’s the one that’s seriously lacking on customer service skills. I understand things come up and things need rescheduled but not contacting someone when you don’t show is just uncalled for. We deserve much better than this. This needs to be rectified immediately.

    Business Response

    Date: 08/11/2022

    I apologize for the issues.  We have had the installation scheduled a few times but we have experienced a lot of rain over the past couple of weeks which has prevented us from working on multiple days. We cannot help the delays when it rains. Our team began the installation this morning and set the posts and will complete the installation as soon as possible.  

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

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