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:04/04/2023

  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.

  On 8/12/22 I was presented with the pricing to demo our current deck and to construct a new one as well as pricing for a vinyl coated chain link fence, 5' tall with 1 10' double gate to allow entry of our riding lawn mower and the farm tractor when needed. The sole purpose of the fence was to provide a secure area for my dog, however, the lock has never worked. At first the rod that goes into a hollow pipe in the ground was so stiff to use that I was bruising and cutting my hand when it did release. I made *******, the project mgr, aware that lock style wasn't acceptable and I asked to have it replaced with a more user friendly lock. The carpenter made an adjustment but it still wouldn't securely lock so my dog quickly learned to push the gate to get out. I texted ******* to remind him this wasn't okay and asked about the research he was doing for a better style. His reply was for me to send him my suggestion on how to install a new lock on the fence, and we will go from there! He also said he would have to charge me for new locks and labor. I paid $26,837 for the deck and $8,148 for the fence and still do not have a secure yard! I am NOT willing to pay any more money but I do expect them to deliver on what they have been paid for. I attempted to block the gate and bungie it but my dog persisted to push thru. On 3/14/23 ******* came back, I thought to install new locks but instead he took pictures and said he had all he needed. As he left he assured me he wanted to make this right for me and he would be back. Within 45 minutes, **** ******** the owner, called me to say my dog has damaged the fence and I'm out of line to expect them to fix it. I reminded him of the money I had spent, he said "I got what I paid for!" I said no, I paid for a secure fenced area for my dog and you never provided that! I said if the lock had worked she would've never learned to push through it. She's not a dog that can't be enclosed, there's no stress on any other areas of the fence.

  Business Response

  Date: 04/20/2023

  Hello
  This is **** ******* owner of Veterans Custom Home Solutions. We built a fence for ****** and then her dog ate through one of the gates. Her massive dog destroyed the lower corner and I feel it's not my company's responsibility to repair the damage for free.
  
  Thank you.

  Business Response

  Date: 04/20/2023

  Hello
  This is Adam Paneitz owner of Veterans Custom Home Solutions. We built a fence for Eileen and then her dog ate through one of the gates. Her massive dog destroyed the lower corner and I feel it's not my company's responsibility to repair the damage for free.
  

  Customer Answer

  Date: 04/26/2023

  *** ****** ** ** ******** **** ****** ** * ****** *** **** **** ** * ****** *** *** *** ********* *** ********* ** ** ****** ** ******** **** ********* **** ** ****** ** ******* **********
  
  ********** ********
  
  
  
  I am rejecting this response because: **** did not address the origional and ongoing issue of the defective locking system on the gates. I brought this issue to ********s attention for months and made it very clear that my dog had doscovered the gate was an escape route because it wouldn't securely lock. It wasn't just my dog opening the gate, a strong wind would also cause it to open, certainly nothing secure or dependable with that! My dog did not chew through the fence, she did push a low corner of the gate once I put bungies to try to secure the gates. The fence is not destroyed, it simply needs the small metal clips replaced. The description of my dog being "massive" is inaccurate as well. She's a young lab/pit mix with the build of a young lab, far from massive. And again, she's put no stress on any part of the fence other than the gate that fails to securely lock. This IS the responsibility of the company to provide to me. Maybe it was my mistake to pay in full, which they quickly took my money, with this outstanding issue, but I took them at their word when they assured me that they would make it right and that I didn't need to worry. I haven't see any attempt to make it right, just threats of more expenses. 

  
  
  ********
  
  ****** *****

  Business Response

  Date: 05/24/2023

  As stated earlier, I did the work I was hied to do.