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:09/13/2024

  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.

  8/5/2024 a fence was installed at my residence I paid $3,000 cash for this project. There have been multiple issues with the installation. A crooked fence post, cracked wood and issues opening and closing of the gate. I have reached out multiple times in an attempt to get this issues resolved. All attempts have failed. Iwould just like the fence post replaced, cracked wood replaced and a functioning/working gate.

  

  Business Response

  Date: 09/16/2024

  Thank you for bringing your concerns to our attention. We understand that you are experiencing issues with your fence and gate, and we would like to resolve this for you.
  
  Upon receiving your initial report, we promptly requested a video of the gate opening and closing so we could accurately assess the issue remotely. Unfortunately, we have not yet received the requested video, which is crucial for determining the nature of the problem and how best to resolve it. **** made two attempts to follow up on this, both through calls and messages, but have not received a response. Please understand that the video is essential for us to evaluate if the gate issue falls within the scope of our warranty coverage.
  
  Regarding the crooked post or any cracking pickets, we have explained that wood is a natural material prone to warping over time. This is a common occurrence and is not covered under any warranty by us or through the wood manufacturer. Wood will form fissures and cracks as it does dry out. This is caused by the moisture escaping the wood. Staining or sealing your fence after it has dried will help maintenance your fence. 
  
  We remain committed to addressing the gate and if it is covered by the terms of our agreement. We kindly ask that you respond to our request for the video, as it will help us move forward with a resolution.
  
  Please contact us at your earliest convenience so we can ensure that your concerns are addressed as soon as possible.
  Thank you for your cooperation.
  
  Sincerely,
  Sunrise Fence

  Customer Answer

  Date: 09/16/2024

   
  I am rejecting this response because:
  

  You all are saying you have already adjusted the gate? No one has met with me, no one confirmed a date or time for repairs.  I have a dog in the fence so it would require a set date and time for safety purposes.  So the gate has never been repaired in the first place.  All videos sent are not to the standard.  This is typically an approach to avoid making repairs. As far as the wood the post is not in line with the other post that's why as the wood dried it curved. The post should have been in line with the others to avoid this from happening.  The cracked wood I don't agree with but that will be my meet in the middle.  If the gate is repaired and the post is fixed I will drop the complaint.  I think that it is a far offer for both sides. Any repairs at my residence will need to be scheduled with me. I am a first responder and I have a German Shepherd.  This is for their safety when epairs are made. This was explained to the original work crew.

  
  

  

  Business Response

  Date: 09/16/2024

  Good morning, 
  
  To this date we have not received a video showing the gate opening and closing, including the gate itself with the hinges and latch. On 8/27 we were out and did adjust the gate. We did send that copy of the video to you by email. We do not schedule appointments for someone to go on site and perform gate adjustments as they are fit into our schedule when we have someone nearby to assist. Please do send the video showing the gate opening and closing, including the latch and the hinge on the gate, so we can assess the gate and see what needs to be done to help you. 

  Customer Answer

  Date: 09/17/2024

   
  I am rejecting this response because:
  The gates were fixed yesterday.  The 1 post needs to be replaced badly.  The worker that was sent yesterday even agreed. He took pictures and video of the toll it's taking on the rest of the fence. If the 1 post is fixed I am willing to drop the BBB complaint and change the ****** review.  I think that's only fair for both sides.

  

  Business Response

  Date: 09/17/2024

  Hello,
  
  The replacement of the post is not covered under our warranty, as it falls outside the scope of what is included with your project. The gates have been corrected as you stated in your previous message.
  
  We do not alter or negotiate our warranty terms solely in response to negative reviews or other forms of pressure / strong arming or consumer bully.
  
  If you would like to proceed with the post replacement, we recommend contacting a handyman to assist you.
  
  Thank you for your understanding.

• Initial Complaint

  Date:09/12/2023

  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.

  The fence was installed around my pool and backyard. I provided pictures of the entire job site. The fence was to cross our newly installed concrete pool deck. The company knew this from the beginning but came unprepared without the appropriate equipment and fence anchors for the concrete. They cut directly into our new concrete. Its not professional at all. The company charged us extra for this upon arrival. We were at work and they called us. We thought they would do the right thing and install it correctly with cement anchors but that was not the case. I have contacted them and they state they werent aware until arriving on the job site. They should have rescheduled the installation if they werent prepared with the proper equipment and supplies.

  

  Business Response

  Date: 09/12/2023

  The customer was charged $75 for the concrete cuts made into her concrete to install the fence. There was no other way to install the fencing in that area. We had explained the day of installation to her husband we would have to break the concrete in order to make the hole for the fence. We refunded her the $75 she was charged for this when she initially made a complaint a month after installation that she did not like the way the concrete cuts looked. There is no additional reimbursement for this work as she has already been refunded for those concrete cuts. At the time of quoting, the customer did not say any holes would need to be in concrete or express interest in paying additional for mounted posts to go on top of the concrete. All documentation in quotes express us to install in natural dirt areas only. Attached is the receipt refund for the $75 as well as the signed docusign that the customer agreed to "Customers shall make sure the fence line area is free of obstacles such as but not limited to vines, bushes,trees, branches, concrete or personal property. Installers need 2 - 3FT of working & moving space to remove and/or install a fence." which states concrete as something that would need to be out of the way of the fence line prior to installation. 

  Customer Answer

  Date: 09/13/2023

   
  I am rejecting this response because: I provided multiple pictures of the job site to the contractor prior to the quote. It was clear in the photos that the concrete surrounded the pool and at tay to the driveway. We cant move concrete. The contractor knew what the job site was like before installation and came unprepared with the proper equipment and anchors. They cut huge holes into a new concrete patio that cost $14k to install just a few months prior to the fence installation. 
  
  

• Initial Complaint

  Date:10/18/2022

  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.

  Sloppy work. Large gap between the fence ************* installed rotten planks where I can take my finger & peel off the wood. Purchased a privacy fence, but there are spacing in between large enough to place my finger thru them. Nails sticking out of the wood. Split planks installed. Have been trying to communicate with this company for a week now & no one returns my calls. Finally reached someone who stated she is the only person I can speak too. Her answer to everything, is that spacing on the door is normal. Requested someone to come out & repair the problems. She stated she would contact the installers to see if they will come back out to repair. She would not give them a time nor date when this would happen, nor schedule for a manger to meet with me so I can show them the concerns I have about the poor job that I paid to much money for. This business needs to be held responsible for the poor quality of work that they are providing to consumers.

  

  Business Response

  Date: 10/19/2022

  We have already discussed with this customer that our installer will be out this week to review her concerns. She just continues to apply on complaint sites as if we have not discussed this, as was her threat when she ended her phone call with us.