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:10/06/2023

  Type:Customer Service 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.

  My neighbor Mr. ******** at *** ************ **, had a new fence installed by Excel Fencing & Decking on 9/15/23 to replace their rotting fence. When I came home from work in the evening to my townhome at *** ************ ** I saw that a new fence had been installed by Excel and called my neighbor confirm and discuss problem. The new fence was up against my siding, leaving the corner of my house on my neighbor’s side of the fence.The fence is up against my siding, the aluminum siding is bent, there are scratches on the siding, and until the boards are removed, I will not be able to see if the siding was cut. Secondary to the fence issue were observed. Debris were left down the side of my yard, chunk of concrete, small pieces of concrete, and pieces of wood. When the Excel crew built the new fence it was angled into my yard and the crew trampled my garden & killed plants. I have contacted the Excel multiple times to request the debris removal, to request that the fence be moved back onto the neighbor’s property and off of my house/siding, and that necessary repairs to the damage caused by the company be completed on my siding. I contacted Excel’s main line by phone and left a voicemail on 9/15. Approximately two days later the Excel sent someone out at my neighbor’s request to assess the complaint. A business card for Mark R***** (project) was left in my storm door. Text messages to Mr R***** have been sent to that cell phone number (410********** on the card on 9/21, twice on 9/30 and twice on 10/3. No response was received. The cell phone was called on 10/3. The Excel main line was called on 10/3, the voicemail activated, but cut off and did not allow me to leave a message. I sent an email via Excel’s online page during this past two week. No response was received. My requested solution is that the fence be moved off of my siding and back to my neighbors property, the debris be removed, and that the damage to my siding be repaired and paid for by Excel.

  Business Response

  Date: 10/06/2023

  This a neighbor dispute between our customer and the neighbor. The fence was a DIRECT replacement, meaning it was placed in the EXACT same spot as the previous fence. The customer signed a layout form and a completion certificate. The contract also clearly states the layout and the placement of the fence is the responsibility of the homeowner. Upon inspection by a representative of Excel, there was no debris in the yard and the plants had all been cut back. There is no proof the plants had been damaged by the installers. There is also no damage to the siding. Attached is a copy of the signed contract, front and back, as well as a copy of the signed layout form and signed completion certificate.