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:07/26/2023

  Type:Service or Repair Issues
  Status:

  UnresolvedMore 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.

  Town & Country Fence provided a quote for services to install a fence to tie into a shared fence with our neighboring Townhome. Previously we had a fence installed by another company that installed damaged panels and would not replace them. We had that removed. Speaking to ************************* - Independent Contractor for **************************** we were advised it was not an issue and they could tie into the fencing system as it already exists. I provided photos from the previous group and their poor workmanship. **** advised they would get us taken care of and not have these issues. Our fence system was installed on 6/26/2023. Upon review, we noticed the fence system was not tied into the existing fence system we share with our neighbors and we had previously installed. Further review found several damaged and gouged panels. I submitted photos of the damages and issues and requested a follow up and that the damages be remedied. I spoke with **** and then also the Owner *****. **** advised it was never discussed to tie into the existing fencing system and they would never do that. After talking to him that we had that very discussion on my property, showed him previous photos and the existing structure to tie into he had stated it was no problem, he then changed tune and said that I had rushed him into a quote/estimate and that he would have never said that. I asked ***** to remedy and have the items fixed at what point he advised they would never tie into an existing fence, even though it was discussed and that their drawing showed an additional post. The estimate provided to us had the wrong address and also showed the gate to the fencing system to be centered. I spoke to **** again who said for an additional fee they would come back out and fix the issues. So now they are fleecing us to finish the job. I provided multiple follow *** and asked for them to fix the issues, and if they wanted to go by drawing, the gate would then need to be centered as shown per their drawing.

  Business Response

  Date: 07/27/2023

  1. Our signed contract with ******************** had a post then the neighbor's fence. So that is how we installed the job. 

  2. ******************** called said we were liars, when it is black and white on the contract that he signed.

  3. We tried to remedy the situation by explaining to ******************** that we would come back and tie into the neighbor's fence if the neighbor gave us permission in writing. We CANNOT put fence on someone else's property. He became more upset and was belligerent, sending nasty emails and calling everyone in our company and screaming. 

  4 At this moment, we still don't know if he has his neighbor's permission to put his fence on their property.

  Customer Answer

  Date: 07/28/2023

   
  I am rejecting this response because:
  
  ************************* lied in our original meeting and advised it was not an issue to tie into the fence. Then after the job was completed and we asked why the fence was not tied into, we were advised they would never do that. We were then advised by **** per text message that it would cost an additional fee to do so. Text attached. I became upset with the owner and **** because they tried to fleece us for additional cost, and would not advise about replacing damaged post as shown in attached photos. I requested through numerous emails about a time to come out and replace the damages and we have not received a single follow up. I advised we would and have obtained permission to tie into the existing post and that the shared fence and post is half owned by us. 
  

  We want the damages replaced and the fence tied into.

  as The business states, its plain as day on the diagram.. well why isnt the gate centered PER THE DIAGRAM/CONTRACT??? 

• Initial Complaint

  Date:01/27/2023

  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.

  I had a back yard fence install. Over the past year, my back yard was always flooding. I had a plumbing company come out to see what the problem was. I was told that, it was my french drain. So, I found out that, one of the main fence pole and cement was blocking the flow. All the run off water, was building ** in my back yard. I call the company ( Town and Country Fence ) and told them about this matter. No one will respone to me about this. I've tried many time to talk to a manager or owner..

  Business Response

  Date: 02/24/2023

  We installed this job March 3-3-21, close to 2 years ago. We put the fence exactly where he asked us too. Marked with flags and marking paint with the customer there. We put the gate over top of the drain at the customers' request so no post would set near the drain. The written contract states we are not responsible for any private water lines, drains, septic etc. because we don't know what is under there and it is the customers responsibility to tell us.  The contract agreed and signed. Everything was fine until almost 2 years later. Now he wants us to pay for his french drain. We had 1 cosnverstion and then called back with no reponse until this.