Complaints

This profile includes complaints for Straight Line Fence's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Straight Line Fence

  845 Chestnut St SW Grand Rapids, MI 49503-4938

  
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  Straight Line Fence

  4156 S M 37 Grawn, MI 49637-9745

  

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:03/13/2025

  Type:Service or Repair 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.

  I requested a quote to have a gate put in my driveway and two areas of privacy fence put up. When I spoke to the individual writing the quote I expressed that I needed to be able to pull my vehicles in and out of the yard comfortably and he said it would not be a problem. When the fence was completed, I spoke of my concern about the distance of the gate opening and I was told a semi could be pulled in there. Within the first week I had multiple boards blown off from the fence/gate as well as he 1st time I attempted to pull my truck out of the driveway there was over $4500 damage done to my truck and when I tried to pull my car out of the yard over $3000 damage was done. I called to express my concerns about the width of the gates and the problems I have had. They came out to assess my concerns and they did agree to widen the gate and nailed up any loose boards. This was a different guy that came out and he told me that if I had any issues to contact him directly. Over the next couple of months I had more boards blown off, many boards split, and my front gate had loosened up and the screws fell off and the wind blew my gate in the opposite direction of the way it was supposed to. I called back and the guy that had come out this last time was not there and longer, and they would send someone else, and no one showed up. When I called back, I was told that I would be charged for any work that needed to be done. After this call my car was broken into even though I had the lock on my gate, the person that broke in pushed the gate inward. This was captured on my security cameras. I was disappointed in the quality (or lack thereof) that was done and the lack of accountability by this company. I could not wait to deal with a company that has cost me so much already, so I have spent even more money to fix all of these issues. There are more problems that occurred with this company however I am only limited to so many characters to put the issues.

  

  Business Response

  Date: 03/17/2025

  We installed a wood fence for the customer, she wanted the gate  to be larger but it required us to install posts on her neighbor's property.  We do not install fences on other peoples property without written permission as a normal practice, do to liability concerns. We did go back several times to address her concerns, and eventually moved the post on the neighbor's property to widen the gate opening.  If she hit the  fence hard enough 2 different times enough to cause over $7,000 worth of damage to her cars, I would imagine that boards would be falling off.  She asked us to come back out on 11/13/24 a Wednesday from 1:00-1:30 to inspect the fence and no one was home.  **** the original salesman called and texted her while on site about the missed appointment  and this is the first communication we have had since.  As far as an employee who came out and is no longer working for the company, that is also not true, we haven't had any employees leave.

  Our company stand behind the fences that we install, we are willing to meet with her to help resolve any issues.  However if she has hit the fence twice with vehicles, I would anticipate that she has compromised the integrity of the wood fence.

  we have documentation in our system of the scheduled appointment that she didn't show up to.

  Customer Answer

  Date: 03/18/2025

   
  Complaint: ******* for whatever reason, I am unable to attach any pictures because it says the attachment is too big. However, I am going to respond as best I can. I am rejecting the message from the business straight line fence first of all because there was never any conversation regarding needing permission for my neighbor's property to put up a gate in the driveway because the driveway all the way up to the house next door is all my property. There was never any concerns about the neighbors. So I am a little lost as to where that came from and to address the second issue. Straight line fence stated that they came back several times to address my concerns and that also is not correct. They came out to give me an estimate initially and then they sent one man to install the two sections of fence in the gates in the driveway and a gate in the front of my property on the opposite side of my home and then when the damage was done to my vehicles. That's when. ****, I believe his last name was ******* came out and inspected the gates. I looked at both of my vehicles and he also stated that the gates were way too close together. Another issue that I would like to address is the company stated that of course pieces would fall off if I hit it hard enough. Hit the fence hard enough and that's not all together. True because I've never run into the fence in trying to get my vehicles out of the driveway. It scraped down the side of my vehicles because there was not far enough of an opening so I never smashed into anything or never hit it hard. It was just like trying to get an 8-in car out of a 6-in hole. After boards had blown off and the front gate lock had blown off. I did call straight line again and they told me any future repairs I would have to cover the cost of and they set up an appointment to send out the original guy that had quoted me the price and started this process in motion. I was home at the day and time that was set up. I did not hear from him. I did not speak with him. I didn't see him and I waited all day and it was then that. I decided that this was not a company that holds its customers in high regard and this was just a company. I didn't really want to do any business with any longer .My gate does not close. It has to be lifted to set into the lock. The fence is sagging. There are poles 4x4 poles that were installed in the ground that are sticking up. It's not a nice even straight line. The final complaint I have it is that straight line states that they have documentation in their system of the scheduled appointment that I didn't show up to which is very odd and ironic due to the fact that I was already here because I live here and my son was here and we heard from no one.
  
  Sincerely,
  
  *******************

  

  Business Response

  Date: 03/25/2025

  I contacted ***** directly and met with her at her house.  She had some legitimate concerns about the build of the fence.  I promptly sent an installer to correct any concerns that she had.  From our text messages yesterday she is happy with the rework that was performed, I appreciate the opportunity to correct her concerns.