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:02/11/2025

  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.

  Complaint exceeds the 2000 characters. I have attached the complaint via a word document with this filing.

  

  Business Response

  Date: 02/18/2025

  Per Mrs. ****** messge we have made multiple attempts to install gates that satisfy her. We do offer a lifetime warranty and will contiune to stand by that and keep trying to install gates until she is happy. She is still on our calendar to come out again but welding and powdercoatong and scheduling of custom gates does take a little bit of time. We hope she will continue to be a little patient so we can make sure she is happy.

  Customer Answer

  Date: 02/21/2025

   
  I am rejecting this response because:

  Subject: Ongoing Issues with Gate Installation Request for Resolution

  P Saylor Fence,

  Thank you for your continued efforts to address the issues with our gate installation. I appreciate your acknowledgment of the problem and your commitment to standing by your lifetime warranty.
  
  However, as outlined in my previous communications, this matter has been ongoing since October 2024, with multiple attempts resulting in gates that are damaged or below the expected quality standards.  Each replacement has led to further delays and additional inconvenience.
  
  While I understand that welding, powder coating, and scheduling custom gates require time, the cumulative delays have now extended over several months, which is beyond a reasonable timeframe.
  
  To move forward, I propose the following:
  1. Quality Assurance: Before scheduling the next installation, please provide detailed information about the measures your team will implement to ensure the new gates meet the promised quality standards.

  
  2. Firm Installation Date: Please provide a specific and firm installation date that accommodates both our schedules. Given the previous delays, I expect this date to be within a reasonable timeframe, preferably within the next two weeks.

  
  3. Compensation for Delays: Considering the prolonged inconvenience and time invested in addressing these issues, I believe a discussion regarding appropriate compensation or a discount on the final balance is warranted.

  
  I am eager to resolve this matter amicably and promptly.  Please respond by March 7, 2025 with your proposed plan to address these concerns.
  Thank you for your attention to this matter. I look forward to your prompt response.
  
  Sincerely,
  
  ***** ****** *****
  

  
  

  

  Business Response

  Date: 03/20/2025

  We are working this out with ***** and have new gates being installed by the end of next wee

  Thank you for your patience!

  Customer Answer

  Date: 03/20/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to my complaint, and find that this resolution is satisfactory to me.
  
  Thank you. 
  

• Initial Complaint

  Date:10/10/2024

  Type:Sales and Advertising 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.

  When I originally contracted P. Saylor fencing I paid $3900.00 for my small backyard area which I did not have a problem with. The moment the fence was installed I had issues. When the fence was first installed I had mentioned to the workers that the doors was incorrectly put on. This is not my expertise but you could clearly see it. The workers laugh then corrected.( they did not speak good english but understood me just enough). I called P. Saylor and they sent out a gentlemen to look at it in which it was recorrected. I have had problems with the fence since but nothing where I could call. I had to lift the doors up each time I shut it cause it was not sized correctly and was dragging the concrete of my driveway. During a storm last year the door was damaged. I contacted the company they stated because it was a storm they was not responsible. Not one of my neighbors had this issue and we all on the same street. All neighbors used someone else including completing their fence themselves. I called P saylor and emailed 10/1 and I still have not received a call back as of yet. The first time I contacted P saylor they wanted me to spend more money for their product. I have had issue after issue since they installed this fence with the doors. They keep drilling holes in my driveway concrete to try to keep the doors closed. I really cant understand why I have had so many issues with this fencing company since the installation of the fence and it have all centered around these hinges and the double entry doors. The entire fence including the doors should have been properly installed. I emailed the photos of the damage and I still have not heard back from anyone. My homeowners president live directly across the street from me. The doors have been flinging open even after being locked in which I truly don't understand. This have been a disaster considering this is a privacy fence that also suppose to help with safety of securing my backyard.

  

  Business Response

  Date: 10/18/2024

  Talked to ***** and we are sending someone out to assess on Tuesday so we can get the gate replaced for her

• Initial Complaint

  Date:08/05/2024

  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 was quoted $450 to replace broken pickets,caps and gate for a vinyl fence. After completion of pickets and caps I was told to pay the $450 or there would be a lein placed on my house. I was called several times with several emails ..even spoke with the owner, ******. I was told that it was a verbal misunderstanding and the gate fix was not included in the $450 price. Horrible customer service!

  

  Business Response

  Date: 08/09/2024

  Attached is a PDF for our response. it was over the charracter limit to type in the box below.

   

  Thank you!

   

   

• Initial Complaint

  Date:06/26/2024

  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.

  Relationship with P. Saylor Fence *** began in April 2024. I received an estimate of $2776 on 4/29/24, entered into a contract signed 5/8/24; I paid a 50% deposit of $1388 on 05/09/24. Fence was constructed on 5/13/24 while I was at home. Upon completion inspection, I expressed my displeasure in the use of a chainsaw to make final cuts, which impacted the visual appeal of the wood posts & gate with significant gouges. Other items included protruding nails and some loose boards. The installer said he had nothing to fix it with and asked me if I had the tools to do it myself. Given there was some language barrier, I told him Id handle with the office.I emailed photos of the craftsmanship to my contact at P. Saylor Fence and expressed my disappointment. Two days later received a call from ***** (Operations VP). ***** didnt seem too concerned and said I was scheduled for repairs on Friday May 17th. No one showed up on May 17th to repair the fence and emailed P. Saylor on the 17th to make them aware. I was contacted the following week 5/21/24 and told there was a mix-up with a product delivery and they would be there the next day 5/22/24. I stayed home on 5/22/24, but no one showed up or called me. The installation team showed up unannounced on 5/23/24 while no one was home. They proceeded to replace only the two posts and did not fix the gate or the nail issues. Unfortunately, their efforts to replace the posts caused another workmanship issue with filler pieces and missing fasteners. I have tried to contact the business several times since June 3rd with no response. At once point ***** said the owner would contact me, but I never received a call and I continue to receive past due reminders however.I emailed one last time on 6/14/24 asking if our business transaction is now complete since I have not heard from anyone since 6/3/24. I just want to part ways. They can keep my down payment of $1388 and I dont expect anything further from them. Still no response...

  

  Business Response

  Date: 07/03/2024

  Left message and sent an email to ****. His emails had gone to our spam folder and and I did not see any record of him calling on our voicemaill or call history. The owner had a family member with MS ramdomly come into town and took the rest of the week off to be with them and forgot tcall ******************. I let **** know we are happy to leave the job as is per his request or we are more than happy to come and fix it, whichever he prefers. I did request that he please give me a call instead of emailing while our IT department works on making sure no other emails are being routed to our spam folder.

  Customer Answer

  Date: 07/08/2024

   
  Better Business Bureau:
  
  I spoke with ***** at P. Saylor. on 7/8/24 @ 9:05am est.

  We agreed to mutually part ways. No further services are expected and no balance is owed.    

  
  Thank you. 

  
  

• Initial Complaint

  Date:01/29/2024

  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.

  I could not be here when they completed installation of a fence + 3 gates on 5/26/2023. A family member had been by and said it looked great, so I paid before I had an opportunity to check it for myself. The gates are TERRIBLE. 2 of the 3 were built at WAY too much of an angle so that they look all wonky and only line up with the fence on one side. The 3rd was mounted too high so that there is a ridiculous amount of space under it. First I was told little could be done. After multiple phone calls, someone came out and agreed they looked terrible and should be rebuilt. No further communication until I called AGAIN on 8/21/2023 and I was told they would be installing the new slanted gates on 8/30. 8/31 I got the call that due to weather (completely understandable), they would be here the following week to install. NO SHOW and NO communication from them since then, despite me leaving a message on 9/20 for the service person that I had been dealing with. I just want these awful gates FIXED.

  

  Business Response

  Date: 01/29/2024

  Hi ****!

   

  I jujst left youa message and sent you an emai. *** will come someone out This thursday 2/1 to address this for you! Please reach out if this does not work for you and we will be happy to make sure it is scheduled at a time that works for you!

   

  Thank you!
  *****

  Customer Answer

  Date: 02/01/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to my complaint, and find that this resolution will be satisfactory to me -- PENDING ACTUAL FIX.   The original response promised to have someone out here today, but they have rescheduled on me yet again.   If they do not resolve this matter on Monday 2/5/2024 as promised in the attached email, ************** with the BBB has promised to work with me to re-open this complaint.  
  
  Thank you. 
  

• Initial Complaint

  Date:08/10/2022

  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 hired this company to install a fence, I explained that I already purchased the material through another vendor. I was quoted via email $1500 for the installation for a 16 X 22 X 8 lot. When the workers came to install the fence, the size had to be modified to 11 X 22 X 8 due to HOA restrictions so the workers had to do less work, when it was time to install the gate they realized that the other vendor had delivered a broken gate and they couldn't finish the install. I informed the company that the workers would have to come back once the vendor ordered a new gate. The company charged me an extra $375 I told them that wasn't the agreement and the quote was for a completed job since the job wasn't completed I should not be charged. I asked them to send me their policy and a contract that stated differently and they refused to do so. I would like my $375 back because there was no policy that said if they have to come back to finish a job for any reason there's an additional fee. The owner ***** was extremely unprofessional and hateful. I've never worked with a contractor like her. When they sent the initial invoice it said $1500 then she snuck and changed it without further discussion.

  

  Business Response

  Date: 08/17/2022

  After the customer let us know she was origonally disaastisfied for the extra trip charge her father contacted us to make the payment on her fence. He expressed how he also works in construction and understood the trip charge to cover the labor we were supplying. The owner and him also discussed how he should get the $375 charge back from Lowes because it was not the customers fault the material was damaged nor was it out fault the material was damaged and unable to be installed. After we recived notice of the BBB complaint ******, the father, was conatacted becasue he was the one who made he payment and from our conversation everyone was on the same page. He was unaware that his daughter made this complaint and said he was straight on his end and understood. 

  Customer Answer

  Date: 08/20/2022

   
  Complaint: 17697375
  
  I am rejecting this response because:

  As my initial complaints states, the quote was for $1500, my father agreed with me that the extra charge was ludicrous and that the ONLY factor that we could possibly understand was GAS not LABOR! This company has been completely unprofessional with handling this situation and as a small business owner I asked my father throughout the entire ordeal was I following the correct steps and he agreed that I was. The fact remains that the company never furnished a policy nor a contract that stated there would be an additional for any reason as I requested!  As I am the consumer the work was done at my property so seeking validation from someone else is crazy! Especially when they live in another state and have their own business to run! So of course he doesnt have time or patience to go back and forth with ignorance. The company mishandled this situation completely and my father would never practice business as such and would have made it right especially  when the workers had to only install about 32 verses 46 worth of fencing. In the end they still did less work for more money!

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

  

  Business Response

  Date: 09/06/2022

  I never spoke directly to ************** but did speak with her Father ****** several times and he was in agreement to pay the additonal $375.00.  I even spoke to him after this complaint was made and he was shocked that his daughter filed a complaint since he is a small business owner as well.

  We normally do not do jobs like this and was doing ************** a favor for just installing materials that she purchased from another vendor.  I answered the phone and felt bad for her and agreed to take the job since it was fairly small.  I had no idea the gate would be damaged that she purchased from the other vendor and from our notes when that happened she was told we needed to charge her the addtional trip fee. Again, this was also discussed wtih her Father via myself.

  I will mail ************** a check for the $375 tomorrow.

  Thank you

  *****