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:09/15/2022

  Type:Order 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.

  Ordered a specific fence Eastern 400 tongue and groove to match my original. Gave a $5950 deposit. Company could not get me the original fence said it would be similar and raised the price. I did not sign the new contract . I was told I could have my deposit back if I didn't like the fence, I went back and forth with texts for measurements for accuracy. It was not the same matching fence , I requested my deposit back. Anchor fence refuses to give me my deposit back until they sell this fence to someone else. My deposit was cashed immediately before they even found a similar fence, this fence is not *********** 400 that was contracted for.

  Business Response

  Date: 09/28/2022

  Anchor Fence has been in business since ****. To date we have successfully completed over ****** fence projects. Unfortunately, every now and then, we will get a customer who does not want to follow basic business protocol and when they dont get their way they run to the internet or the BBB. ******************* is one of those customers. She conveniently left out all the facts of this situation. So here are all the facts. ******************* contacted Anchor Fence because she was referred by Eastern Fence manufacturer. ******************* purchased a fence from another fence company who installed a partial fence around her yard but the work was not fully completed and that contractor would not return to finish the job. ******************* was told by the other fence company she was purchasing a style *** tongue and groove fence made by Eastern Fence. But the other fence contractor installed a different product with different specifications. It was not an eastern product and ******************* was not aware she was getting a different product. When she met with our project manager she requested the Eastern product #*** and signed a contract and gave a deposit of $5950. The order was processed and the deposit check was deposited. A few days went by and we were about to place our orders with Eastern when a question was raised about the spacing of the product. After reviewing a photo of ******************* existing fence it was determined by our project manager that it was not an eastern product. The project manager contacted Eastern and asked if they would make a custom style of the fence but they refused to make it. Our project manager contacted another fence manufacturer and sent a picture of the existing fence, they agreed to custom make the fence to meet ********************* specifications. There was a price increase for that material because it was a better type of wood. The order was still not placed. Here is the important part. Our project manager called ******************* and explained to her that she did not have the Eastern product and that Eastern would not make the type of fence she wanted. It was clearly explained to her that a manufacturer was found that would make her fence as close to her specifications as possible but it will cost more money. At that point she was given two options. We offered to give back her deposit in full or we could order the custom fence from the new supplier and she would have to pay the increased cost. She agreed to have the custom made fence ordered and agreed to pay the increase. She was thanked and told that the material will be ordered. ******************* said she was anxious to have the fence installed. She was told that we would send her the price add on and she needed to sign the contract and return it to us. She repeatedly told us to order the fence. A week had passed and ******************* material arrived and we called her for an installation date. At that point she said the fence needed to be exactly like her fence and wanted to see the material. She was asked to come to our ware house to see the product but she refused, she was also sent pictures which showed the new custom product matching her existing fence. Anchor has no problem issuing a return of a deposit but since this was a custom order placed and agreed upon by *******************, we would not return her deposit. At this point ******************* became very hostile customer. We gave ******************* two reasonable options. Options #1. We offered to delivered the sections to her home with waived delivery fees so she could have someone else install it. She would still have to pay a little more to cover the cost of the material. The deposit does not cover the entire cost of the sections. Option#2 In good faith, we offered to return her deposit in full once we were able to sell her product. The manufacturer does not accept custom made returns. Keep in mind that Anchor had incurred operational costs, delivery fees, gas sur charges and cost of materials. All of which we paid out to our vendors and we still offer and intended to return her deposit once the material which she ordered and agreed to accept is sold. Anchor fence is a family owned and operated company and we stand behind our honest reputation.

  Customer Answer

  Date: 09/28/2022

  
  Complaint: 18030082
  
  I am rejecting this response because: I never agreed to the fence and was told I could have my deposit back. I do not appreciate being called a hostile customer if I do not agree with your part of the situation. It is not everyday that a company holds almost $6000 of your money with no return in sight. My deposit should be returned in full.
  
  
  
  Regards,
  
  *************************