Complaints

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• Initial Complaint

  Date:07/21/2023

  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.

  Fence installed 3/17/23-3/18/23 Cost. $3,896 Requested a privacy fence, however, I am unhappy because there are large gaps between some of the boards as well as split boards. I feel the workers could have done a more professional job and contacted Ms. **** with pics on 3/23/23 to advise and to request resolution. On 3/28 I texted to see what they were offering after not hearing back. No f/u from her, so I texted again on 4/10. She said $321 additional for additional strips of wood to be put up along the fence line on the left side facing my house. She was supposed to f/u with me. On 4/11 I texted again reiterating my concerns and advised about the board on board fix again and I asked about them including the front of the fence in the fix. She said she'd talk to husband and f/u with me. 4/13 I requested call via text for status. 4/20 Requested timeframe on fence. **** advised finishing other jobs. 4/27 Since no date set I requested her husband come out b4 proceeding with strips. 5/26 I texted expressing dissatisfaction with f/u timeframe and poor customer service. **** responded with apology saying husband has been out of town but they didn't forget. 6/1 **** said he has been stuck on a job with a builder. 6/9 She advised he was still caught up with builders. No more contact from them since then.

  

  Business Response

  Date: 08/28/2023

  The customer purchased a standard pressure treated pine privacy fence. When we install this type of fence the fence boards are installed as close together as possible, they cant be installed any closer together when they are touching. The wood is green wet lumber and shrinks some after it dries out which leaves standard spacing between the fence boards, this is common with any type of wood fence, especially pressure treated pine lumber. This was explained to the customer multiple times by ****. The only way to not have a space between boards would be for the customer to of purchased a different more expensive type of fence, which she did not do, and never  expressed any concern about spacing between fence boards prior to the installation. The only resolution we could offer was to charge extra to go back and put a strip of wood over the spaces that she is complaining about, yes we offered to do that at our cost, however we have a back log of jobs and cannot get to her right away. Customer has not paid for any additional service or is under a contract and is free to hire another contractor to perform the work if she would like. As for split fence boards, it is the nature of exterior pressure treated wood to split, crack, shrink, and warp. There is no such warranty from supplier of wood, lumber mill, or installer. No fence company warrants exterior wood for those defects, it doesnt exist. Exterior wood should be sealed to help minimize these issues, however it doesnt eliminate splitting and cracking in exterior wood. If customer would like us to install strips or perform more work we will require payment up front before work begins, however due to extreme heat, and high demand for our service we do have a waiting list for installs. 

  Customer Answer

  Date: 08/31/2023

   
  Complaint: 20358157
  
  I am rejecting this response because: "Customer responses after asterisks."

  The customer purchased a standard pressure treated pine privacy fence. When we install this type of fence the fence boards are installed as close together as possible, 

  
  

  ***They absolutely were not, so this is not true. This is one of my complaints.*

  
  

  they cant be installed any closer together when they are touching.

  
  

   ***I have gaps in my boards which is the way they were installed "initially".*

  
  

  The wood is green wet lumber and shrinks some after it dries out which leaves standard spacing between the fence boards, this is common with any type of wood fence, especially pressure treated pine lumber. 

  
  

  ***The gaps were already there when your workers put the fence up. In addition where the "Gates" are installed there are also large gaps.*

  
  

  This was explained to the customer multiple times by ****. The only way to not have a space between boards would be for the customer to of purchased a different more expensive type of fence, which she did not do, and never expressed any concern about spacing between fence boards prior to the installation.

  
  

  *** I didn't know that I had to tell your workers how to do "their job". Perhaps if I had been told the major differences in the wood and that there would be gaps in my fence, I would have known this. "You sir" are the professional. I asked for a "Privacy fence". I thought it was exactly what it says "Privacy"....Very disappointing and you trying to act like you couldn't have done a better job by blaming the customer is embarrassing.*

  
  

   The only resolution we could offer was to charge extra to go back and put a strip of wood over the spaces that she is complaining about, yes we offered to do that at our cost, however we have a back log of jobs and cannot get to her right away.

  
  

  ***Since March you couldn't get to me?? Really? How ridiculous is that? You got paid already so you just don't care.*

  
  

   Customer has not paid for any additional service or is under a contract and is free to hire another contractor to perform the work if she would like. As for split fence boards, it is the nature of exterior pressure treated wood to split, crack, shrink, and warp. 

  
  

  ***I was given split/cracked plus a few horrible looking boards during initial installation, but you wouldn't know that, would you? because you never came out to see what your workers did per my request.*

  
  

  There is no such warranty from supplier of wood, lumber mill, or installer. No fence company warrants exterior wood for those defects, it doesnt exist. Exterior wood should be sealed to help minimize these issues, however it doesnt eliminate splitting and cracking in exterior wood. If customer would like us to install strips or perform more work we will require payment up front before work begins, however due to extreme heat, and high demand for our service we do have a waiting list for installs. 

  
  

  ***I've been getting excuses since March. Payment up front??? Really??? Do you really think I would "Trust you" enough at this point to give you any money up front? That is something I will not do. What you're really saying is you just don't want to do it, so any excuse will do. You sir couldn't even be bothered to come and look and see for yourself why I was unhappy with the job done by your people...even after I specifically requested it. I'm sure it wouldn't have taken that much time for you to come and look at my fence.

  
  

  ***This is an example of some of the worst customer service I have ever experienced and have wasted my time trying to work with you. I have learned a valuable ****** from your company and that is to never trust anyone to come back and make it right after you pay. 
  
  Sincerely,
  
  *******************************