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:12/17/2024

  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.

  I contracted with the business to install a fence that was installed poorly. I contacted them to inform them of the poor installation and was yelled at and talked to extremely rudely by the co-owner ********* She hung up on me and wouldn't answer any phone calls. The other co-owner never returned my call. They also didn't use the correct material when performing my job.

  Business Response

  Date: 12/19/2024

  Ms. ****** paid for 44' of pressure treated fencing. That is exactly what we were providing when she kicked our installers off of the property. The installers only had a 5' gate left to build when she did this, so she has at least 39' of fencing and has not paid for a dime of the labor side of things. Now she wants a refund? No. Ms. ****** called the office and was yelling at office personnel before they were even able to assess the situation at hand. After this, Ms. ******** complaint was quickly been escalated to my wife, ******** (not a co-owner, but an office manager). When ******** called back, she was met with the same ignorance on the phone, as Ms. ****** was yelling about the fence and cussing at ********* The other office personnel were present and Ms. ****** was on speaker during this conversation. The other office personnel confirmed this incident when questioned at a later time. During this particular instance Ms. ****** told us she was talking to a lawyer about the validity of her contract with us. Keep in mind, up to this point the install team was not allowed to finish the project. They were not allowed to walk the completed project with the customer. They were not allowed to make adjustments as they saw fit, prior to walking everything over with the customer. They were simply stopped mid-project, with no chance to make any aesthetic corrections or even assess the project. They were told to stop. That's it. I reached out in an attempt to resolve the situation with Ms. ******* via HouseCallPro, our communication system. Ms. ****** never responded to my efforts and now is asking for her money back? That is all but laughable. She has all but 5' of the fence she paid for and now she is asking that she have both the labor AND material for free? She already hasn't paid us for installing anything. We did her a favor by walking away from the project without seeking litigation, because we would have surely won. I will attach the text message I sent to Ms. ****** on November 4th at 9:16 a.m. Upon request, I am happy to provide the rest of the conversations as well. I am limited to 5 attachments, so I will attach as much communication that took place as possible. Thank you. 

  
  
  
  ******* ****
  Good morning, Ms. ******* I have reviewed your concerns and spoken with my office personnel, as well as ***, about last week's incident. I don't mind speaking on the phone, but when someone starts speaking about any form of legal action, I find it better to make sure conversations are in writing. There are a couple things I would like to address:
  I'm sure tensions were a little higher than normal last week when you felt you weren't receiving what you thought you were purchasing. For that, I apologize. I don't know where the misunderstandings came into place, but it doesn't really matter. Those pickets are the style of picket that were purchased, and that fence seems to follow the contour of the ground, which is the way it is supposed to be installed. By the accounts of the office staff (who were all present during the calls, including people who were removed from the situation) that was trying to be explained during your conversations. That may not be your observation, which I understand, but at the end of the day, the color and contour do seem correct.
  That being said, if you are not happy with something specific (ex. placement of the gate, the way something was customized, etc.) we can certainly try to come to an agreement that works for everyone. There is no reason for the project to be left undone and there is no reason for all of us to enter into some form of litigation over a 44' fence. I'm sure we can work something out that isn't going to make everyone's life difficult over the next several months. That seems excessive. Also, just to retain a decent lawyer is probably going to cost you and ourselves more than project was valued at in the first place. The contract does not have a clause in it to pay for legal fees of an attorney, so neither of us would walk away from this with a dime of profit and you would still not have a fence. None of this makes sense. Let's just work together on fixing the issues so we can all walk away from this happy, or at the very least content, with the outcome.
  As of right now, the option for a refund is all but off the table. We have purchased and now custom cut or used almost all of it for your project. So basically, you have received the material AND the labor for this job. For us to justify ANY refund, we would need to remove the entire fence and salvage whatever we could for another project. Those pickets are all nailed through, as well as the 2x4's, which are also custom cut, so hopefully you can see why we can't exactly return them. We will also ruin most of the pickets while trying to remove them, as they are not designed to just come back off. We would be out a lot more money than if you had cancelled before there was an actual install. Now that we're here, there's no way we could justify a refund, minus 15%, unless you were to pay for the 39'-ish of install. That doesn't really make sense for you OR us.
  Here's what I suggest... Give us a list of adjustments that you would like to see made. I will let you know what we can/can't do to accommodate those requested adjustments. We can send out an adjustment form, if necessary, to make sure we are all on the same page. Doing this will allow you to have a completed work and will allow us to collect payment for the work completed. Again, I understand there was some frustration and I'm sorry to hear that. I just want to see what we can all do to move forward from this and complete what little there is left of the installation. Let me know what you think. Thank you for your time.

• Initial Complaint

  Date:08/07/2024

  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 called these guys and got a bid for them after seeing them on tv. They came out 3 weeks ago (around mid July). The first day they were doing an alright job, but on the second day the truck spilled oil all over my driveway as they were finishing up. They apparently had to take it to the shop it was spilling oil so badly, and they barely made it back. I called them and made a complaint about the oil and they said they would come out and see if they can clean it. The person who was out last tried but the stains weren&#**;t removed. When talking with them again, they offered me 200 dollars to get it fixed. I think they should and get it done. More over, 200 barely covers it.

  Customer Answer

  Date: 08/27/2024

  Their billing process is so weird. I paid the entire bill (which is something lik 4700 dollars) and I paid them all out by time the things were said and done. I paid my bill prior to the oil spillage. I was also charged 2 times for *****, and after looking at the bill they charged me twice for the final bill. 

  Customer Answer

  Date: 10/10/2024

  I would not recommend doing any business with these folks. The driver had mentioned during the situation how bad it was leaking over his cardboard patch up and mentioning how he himself felt uncomfortable driving the vehicle. Yet, the company sent them out like that. He did come back to try to clean things up so I commend him for trying there. 

  Customer Answer

  Date: 11/12/2024

  The complaint is not resolved. 

  Business Response

  Date: 02/18/2025

  Our truck did have an oil leak. We told him we give him $200 to go towards cleaning it or we would clean it ourselves.  The consumer tried to clean it and it caused a bigger issue.  We sent someone out to use a stain remover on it.  It was able to remove the majority of the stain.  He called us again about it and we went back out a second time and went over the driveway again.  After the second time, we didn't hear anything else from the consumer.  We were able to get as much of the stain up as we possibly could. 

  If the consumer has received a quote from another company to remove the stain, we would be willing to entertain the quote and work with him. 
  

  
  

  Customer Answer

  Date: 02/19/2025

  Complaint: 22105070
  
  I have reviewed the business' response and am rejecting it because:

  they didn't get any of it up when they came out.  They offered me $200 and no one is coming to clean it up for this amount of money.  They stained half of my driveway.  
  
  
  Sincerely,
  
  ****** **********

• Initial Complaint

  Date:11/02/2023

  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.

  Hired this company to install a patio fence after a tornado wrecked ours. Sales rep was super nice instal techs have been great. Owner was great when I can talk to him. Product was installed with tons of scratches and extremely dirty. First crew used screws as anchors and did not level gate. Second crew came out and used spray paint to cover up some but not all of the scratches and to level the gate. Fence then looked like it have been vandalized as dry paint spray was visible throughout also all scratches were not dealt with. Third time it was agreed that sections would be replaced. Crew came out and replaced sections still leaving sections with scratches and dried spray paint also the fence is now loose on the left side. I have asked for the owner personally to come out and tell me he would be happy putting this fence in his backyard or a multi million dollar home. He has not called texted or came out to my property. Only get told he is busy and would be out in three weeks or so and that was back in mid September. The only resolution I see at this time is a total redo of the project or a full refund so I can get the job done by a company that knows what they are doing. I have avoided blasting social media with anything negative or contacting bbb but enough is enough. I tired to give a local company I had heard great things about a shot and it is disappointing to see they do not care unless you live out in the rich part of town.

  Business Response

  Date: 03/04/2024

  ************ contracted us to put up 48' worth of 48", 3-rail aluminum fencing around his patio. We installed the fence and he contacted us a little while after about the fence being dirty and having some scratches on it. He also let us know about some leveling issues. Yes, the leveling issues could have been prevented, but aluminum fencing is VERY subject to becoming dirty. This is not uncommon at all. Most of that style of fencing sits in material yards and collects dust until it is shipped. It then usually rides on open trailers and trucks until it reaches its final destination. Unfortunately, sometimes during its transit, the material can become scratched as well. That is why every single vendor we have ever used, occasionally sends touch up paint with a shipment. After being reached out to over the issue, we sent our most experienced installer out to address everything. *****, our lead installer, let us know that he fixed the leveling issues and that his team cleaned the fence up really well. He also let us know that 90% of the issue was dirt, not scratches. Everything appeared to be fine when he left and he had walked over the fence with the customer. Later, we received additional communication that the customer was again not happy. Now the issue was that he was not happy with the dried paint. (Which has never been an issue before) He wanted myself, the owner, to come out and take a look at everything. While I do value our customers, I am not able to drop what I am doing anytime a customer wants to "speak" or "meet with the owner". As the owner of a small business, I work for over 50 hours a week Monday-Friday and also spend a good portion of many of my Saturdays on work-related tasks. This does not allow for me to break away very often. This is why I have hired the amount of people I have to resolve issues I cannot personally address. The larger we get, the more this type of system is necessary. At this point, while I was honestly irritated about the situation, I did understand that this particular customer was not going to be happy unless we addressed the scratches on a good portion of the fence. The pictures sent in were VERY close up to the fence and even in some of those pictures, you could not see what the issue was. So, while I was not going to be able to come out and address the issue in person, I could send ******************* out to take care of the situation. He is, after all, an installer who would have to do this type of work. I sent ***** out with enough fence to replace anything that needed to be replaced, regardless of how minor some of the issues appeared to him. ***** went back out and replaced (I believe) half of the entire fence worth of panels. The customer was not available upon completion, even though we had scheduled the time to be out there to address and go over the fence with him. ***** was very adamant that he replaced more than needed to be and he also reinforced some of the mounts, as he did feel that the fence was a little loose. The customer reached back out again later to let us know that the fence was loose and he STILL was not happy with a good portion of the panels. We were never told that we would have to replace the entire fence to satisfy him. I also offered to have our welder come out and tack weld the posts to the mounts to make sure they did not move again. The customer turned this option down, which was free of charge, and said he wanted me to come out. I was literally booked solid for several weeks at the time. (I believe it was 3+ weeks at the time) Admittedly, I did end up getting VERY busy and I did forget to schedule a time with ************. That was the last communication that took place until I saw this complaint through the BBB. While I understand frustration, with being willing to both replace a significant amount of the fence AND being willing to go above and beyond by tack welding post mounts to ensure they don't have any flex, I'm not sure a refund or replacement is a reasonable ask. We can replace the remaining panels if this will satisfy the issue, but it seems that every time we address something, there is another complaint. Now we are seeing that it's being said that we aren't addressing something because it isn't in a rich area? I don't think that is a fair assessment at all. Again, if replacing the remaining panels will satisfy the issue, we are willing to do that. I just don't want to be in the same boat after putting up 96' worth of fence on a 48' job.
  

  Customer Answer

  Date: 03/11/2024

  I must have missed BBB reaching out to me. However this situation has not been resolved and I have heard nothing from the company as well I have been blocked from their ******** as well. I just want my 3000 dollar fence fixed and this company has been a joke at best. 

  Customer Answer

  Date: 07/05/2024

  M-TR 07/05/2024 [M] LVM requesting a current update and offered mediation.  [CR] This company has not resolved this complaint and are no longer taking or returning my calls. I want a full replacement free of scratches and damages, or I want a full refund to pay another company.

  M-TR 08/09/2024 [M]  LVM for the consumer regarding business response to mediation.

  Business Response

  Date: 07/26/2024

  M-TR 07/11/2024 [M]  Sent an email to the business regarding mediation. [BR] We already responded to this complaint, did they file another one?

  M-TR 07/26/2024 [M]  Mediator sent a email requesting that the business provide up an update on how they would like to Proceed.

  M-TR 07/29/2024 [BR] We have sent this in an email back in March or April I believe. We were told that it would be submitted and someone would get back with us. This is the 1^st we are hearing. Do you all still have the email that we sent with how we want to handle?

  M-TR 08/01/2024 [BR]  Our position remains the same, we will not offer full replacement or refund. This is a material that easily scratches, even during normal shipment. We do not feel this is a workmanship or manufacturer issue. We have been out to the home and addressed the concerns on multiple occasions. We offered to replace some panels and the consumer refuses to accept that.