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:11/11/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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.

  STL Fenceworks *************** location has caused a major issue with my HOA due to their negliance. The company installed my fence encroaching my neighbors property. The company states they never recieved our plot plan however at the appointment their worker ***** took photos of the plot plan to go by. Failing to go by the plot plan and now resulting in legal trouble with my HOA. The company has offered to split the cost and not taking full accountability of their negilence. Requesting we pay over $1,700.00. The comapny need to eat the total cost and move the fence. They are not properly communicating with us as the customers. Failed to locate the picture of the plot plan that the worker took. If they didnt go by a plot plan what measurmements did they follow? Where is the photo takign by the worker they sent out? Why are they not trying to fully make this right? Why are they not holdign their worker accountable? Why do we have to come out of pocket for anything? Now trying to throw off the blame on us. Refusing to move the fence and eat the cost reque4sting we pay $1,7000 after we just spent 6k plus on a fence with them. What a way to do business. I should have read the reviews adn stayed clear of this company. They are known for doing business as such. Shady

  

  Business Response

  Date: 11/13/2024

  Ms. ******:

  I'm still on vacation but I did check email today so I wanted to respond to this.  I believe you have been working with ******** on this issue, as she has explained the fault for this situation lies with your builder.  ******** helped me review this project through photos & emails and I'm certain that we followed all of our standard protocols and that your fence was installed inside of the property boundary markers that were provided.  If those markers were in the wrong location that can only be the result of actions taken by the builder or one of their subcontractors, we never touch boundary stakes, and further more we always build our fence 3"-4" inside of the rear & side boundaries.  ********* will continue to help you with whatever we possibly can to resolve this situation between you and your builder, and I hope you would please remove this complaint because I feel it is directed at the wrong party.  Thank you so much.

   

  Customer Answer

  Date: 11/13/2024

  Complaint: 22543443
  
  I have reviewed the business' response and am rejecting it because:
  
  Stl fence works did not properly install the fence. Until they make the wrongs right. I am

  not removing this complaint. I had to pay out of pocket for a survey today. Until STL Fenceworks makes this right I will fight this to the max. Its an urgency to remove the complaint but its not an urgency to come out and fix their mistakes. 

  
  Sincerely,
  
  ****** ******

  Customer Answer

  Date: 12/24/2024

  12/24/2024 PE:  Introductory email to consumer to determine if resolution has been reached and her desired outcome.  Asked for a response to the email.

  12/24/2024 PE:  Consumer responded to the email that the issue has been resolved.

• Initial Complaint

  Date:09/23/2024

  Type:Order Issues
  Status:

  ResolvedMore 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.

  The fence I contracted for was not the fence I received. The fence I received is short on the right side by 6 feet, the left side 1 foot and the rear is short 3 feet.

  

  Business Response

  Date: 10/19/2024

  We apologized for the mistake that was made, and we removed/reinstalled the right fence line, and extended the front line 9', the overall final footage of the fence exceeded the total of the contract change order total, and STL Fenceworks assumed the extra costs involved.

  Customer Answer

  Date: 10/21/2024

  Better Business Bureau:
  
  I have reviewed the business' response regarding complaint ID ******** and am satisfied with this resolution. 
   
  Sincerely,
  
  ***** ******

• Initial Complaint

  Date:03/26/2023

  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.

  We had a beautiful black aluminum fence installed in January 2023. We have no complaints about the installation of the fence, except after the last gatepost.
  
  When installing the gatepost next to the house, they had to core drill through our sidewalk, close to our downspout. As they went to pour in the concrete, it was taking an unusual amount to fill the post hole. A day later we had a huge rain and our backyard flooded with water because we found out that our downspout and a connecting French drain were filled in with concrete.
  
  According to them, the contract states that any damage done is not their fault and it's our fault because that's where we wanted the fence. We had four prior walk throughs before installation, and it was agreed this was the best location for the gatepost.
  
  This should have been addressed immediately, they are the experts. This was negligent on their part and Stl Fenceworks has yet to accept responsibility. They are avoiding us now as we've never had a final walk through of the project.

  

  Business Response

  Date: 03/28/2023

  I received this complaint yesterday and investigated with my staff.  Per the fence installation layout (attached) reviewed and approved by the homeowner, Mr. ****, we core drilled through the customer’s sidewalk (cut a cylindrical hole) and set a post.  The customer maintains that we damaged a french drain, and that it is our responsibility to assume the cost of repair.  Line 1 of our contract (back side, attached) clearly states that we are not responsible for any damage to non-public utilities, landscape, fixtures, etc. during the installation process.  This post installation was thoroughly discussed prior to the installation, and it was even proposed by our management and installers that we move the location of the post if the customer felt the drain tile may be in the way, the customer insisted that the post go where it was originally designated.  The homeowner also signed off on a completion statement (attached) which denoted his satisfaction with the install and he also paid in full at that time.  We have no way of knowing where any private utilities or structures are located, that is why we go through the extensive process of 1) a site inspection prior to installation, 2) review with install crew at start of installation, and 3) a project review at end of installation.  We have also been in extensive communication with the customer since the install also, and have had a crew return twice to remedy anything we may be responsible for, we have phone logs to prove this if it is deemed necessary.

  I would appreciate this complaint being expunged from our BBB record immediately. 

  Customer Answer

  Date: 04/03/2023

  ********** ********
  
  
  
  I am rejecting this response because:
  
  cracking the downspout is an accident, however, filling it with cement is negligent. If we would have been informed of this right away, we could have mitigated the damage. We will remove this rating once the damage is repaired.
  
  
  
  
  
  **********
  
  ******* ****