Complaints

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• Initial Complaint

  Date:03/01/2023

  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.

  Date 10/10/2022 - 2/21/2023 $12,229.42 Invoice number ******* $764 Invoice number ******* Dog tight chain link fence initially had sent emails stating my request for a bottom bar along the dog portion of the fence in September of 2022. Then received the proposal that says Dog Tight: Yes. The fence was installed, week of December 2nd and with no bottom bar and the dog tight fence still allowed my dogs to walk underneath it. I contacted company and they said that dog tight only means flush with the ground. I pointed out I had sent emails requesting the bottom bar in September and thought that was included in the initial cost. They then sent me a quote for an additional cost to install bottom security bar in the amount of $2,191 more or we could have the tension wire added for $764 more. At this point we opted to do the tension wire $764. It has been installed, finally, and the bill has been paid. Do not say DOG TIGHT when clearly the product they are providing is not. We needed to be able to actually contain our dogs, thus the fence. The issue to me is that I made it very clear this portion of my fence was for my dogs and specifically requested the bottom bar for their safety, when they are loose and running around for me to find them they could have been injured or killed. Do not say "DOG TIGHT" when it clearly does not mean that. Able to send email correspondence with dates stating all described as well as video of what is considered "Dog Tight" on request.

  Business Response

  Date: 03/02/2023

  3-2-23 It has come as a bit of shock to us that a complaint has been filed for the dog tight portion of the fence.  Dog tight is an industry standard term that means installing the fence as low to the ground as the grade allows and still maintaining an aesthetically pleasing top flow. There was an in-depth conversation about the condition of the grade where the fence was being installed due to the dog tight portion of our contract.  If the grade is not smooth and we install a fence that looks appealing (smooth across the top and/or rolls with the terrain), it can leave gaps at the bottom of the fence.  The customer is correct in the fact that there was some conversation about a bottom rail on the fence and admittedly it was missed in the original quote which also does not reflect that it was included. There was also a conversation about options to remedy the situation and, as shown in the complaint, quotes sent for approval.  These quotes were presented at cost pricing to help with the oversight in the first quote and discussed with the customer.  We understand the frustration and offered what we felt was correct to remedy the issue at a very fair price.  There was a delay in installing the bottom tension wire due to weather conditions that are out of our control (it is not possible to install bottom wire under the snow). why here...