Complaints
This profile includes complaints for Hulme Fence's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 2 total complaints in the last 3 years.
- 1 complaint closed in the last 12 months.
If you've experienced an issue
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Initial Complaint
Date:09/23/2024
Type: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.
Dear Better Business Bureau,I am writing to file a formal complaint regarding Hulme Fence, with whom I had a new fence and gate installed at my property. Unfortunately, the gate in front of my driveway broke, and despite the issue occurring within the warranty period, Hulme Fence has failed to repair the gate.I initially contacted Hulme Fence on May 17th, 2024, via email, attaching photos of the gate and several other repairs, following the instructions of one of their workers. Since then, I have made multiple attempts to resolve this issue. I called them on March 22nd, 2024, and April 25th, 2024, and sent texts on August 24th, 2024, September 3rd, 2024, and September 10th, 2024. Additionally, I texted them on October 16th, 2023. Despite these numerous communications, the company has not fulfilled its obligation to repair the gate.Given this extended delay and lack of response, I no longer wish to have the gate repaired. Instead, I am seeking a refund for the cost of the gate portion of the installation.Please let me know if additional documentation is needed to support my claim. I appreciate your assistance in resolving this matter.Sincerely,********* *****
Business Response
Date: 09/26/2024
The gate in question has been repaired , at no cost to the customer, three times since the install date. During each of those repairs it was observed by our installers that the gate was broken by neglectful use rather than poor installation or material quality. In an effort to remain amicable we replaced a wood fascia board, a stainless steel hinge, and added 6" structural wood screws to reinforce this gate against further damage. Further, we added a handrail along the patio that was not included in the contract or scope of work of the project at no cost. This gate has been broken by actions far exceeding normal use or expected wear and tear. Installer photos prior to repair demonstrate excessive pressure applied to the gate by wedging it open against the hinges up a hill. Normal use and gate operation has been explained and we feel we have provided significant and generous repairs repeatedly. We would be happy to replace the gate at a cost, however, with improper use the same issues will arise.Customer Answer
Date: 12/15/2024
Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered.
[You must provide details of why you are not satisfied with this resolution. If you do not enter a reason for your rejection, your complaint will be closed as Answered.]
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FAQ
Regards,*********
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