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:04/21/2025

  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 fence installed with a warranty. The fence fell and we were given as estimate of $351 to fix it. Although I was annoyed to pay that amount we agreed and sent payment. Upon them sending an individual out to assess the damage and this was after payment was made the company stated that because of scratches on the top of the fence it looks like the fence wa hit This is just a ridiculous drag to not fix the fence. Now we are being asked for $800 to repair this fence. This company should have done a proper initial evaluation and given us a correct quote to start. This company lacks professionalism and integrity.

  Business Response

  Date: 04/21/2025

  We apologize that you are having difficulty with your gate. You originally contacted us on 1/9/2025 and stated that your gate blew down. Any type of weather damage is not covered under warranty. At that time it was determined that 1/2 of the gate (the one door) needed to be replaced as the post by the house was not damaged. You were sent the appropriate work order to sign and an invoice to pay for the repair. After several attempts from our office to reach you failed to execute the documents or paid for the repair. You contacted our office again 4/2025, which at that time we sent a supervisor out to inspect due to the time lapse in having the repair completed. Upon inspection and visually in the attached photos not only does the gate need to be replaced but the post has to be replaced as well. Due to tying the gate up to the post added tension was put on that post which caused it to lean. The increase in price is due to the additional material and labor that is required for the damage that occurred. We are more that happy to assist you in completing this repair, please contact the office if you would like to proceed. 

   

  Customer Answer

  Date: 04/22/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to **mplaint ID# ********, and have determined that my **mplaint has NOT been resolved because:

  The first photo sent in January shows a black hook which is what was holding the post up from falling since January the post was already loose. We waited for ************** to ***** the problem because the ** Crete dries better in warmer temperatures (that is what I have been told) from the onset of the problem someone should have been sent to view the problem to.***** it properly.  When I spoke with a staff member they said they thought it was the small gate by the side entrance not the driveway. There has been many in**nsistencies **mmunicating with different staff members and this is unsatisfactory for a professional **mpany to operate in this manner. I am extremely dissatisfied and disappointed in the in**nsistent presented **ncerning the resolution of this issue.

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

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

• Initial Complaint

  Date:06/27/2024

  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 became aware of cracks in my gate. I saw 2cplaces where gate was cracked, see photos. All Island Fence noticed a third crack that i have been unable to evaluate due to my disability. I have a lifetime warranty. I requested service to evaluate why the *** was cracking. All Island made a service call, and lied, stating that I am neglecting the care of my fence by leaving the gate open, and gate is swinging in the wind, causing it to crack. I only open my gate once per month, and it is always locked. They were demeaning and harrassinf me, making up lies regarding the care of my gate. They said that the gate became unlevel because of the cracks. I believe the opposite, that the gate became unlevel due to poor installation, and/or poor quality. And in fact, wind does not cause cracks in ***. All Island is refusing to replace my gate unless i oay $550 for a new gate, They have done a repair to level the gate with screws. I asked for an explanation in writing for the repair they did. They are ignoring me. In addition, post caps on my fencing that they installed keep falling off. They replaced one twice so far and now the same one is missing again. Two others fell off and are missing. 3 are missing, and they want to charge me to replace them. I asked them repeatedly to replace them for free since they keep falling off. They refused. I asked them for the specs of the caps so I can get them myself as they appear to be cheaper on Amazon. They are ignoring me. I have another portion of fence installed by another supplier, with posts and caps that have not fallen off in nine years

  Business Response

  Date: 06/27/2024

  The customer submitted a request stating that her gate was sagging. We went to the property to complete a gate adjustment which is necessary maintenance to a PVC gate and made the customer aware that her gate posts were cracked. She was unaware of the cracked post and it was explained to her in person as well as via email and via phone how cracks can occur. We completed the gate adjustment as well as utilizing screws  to support the cracked post all completed at no cost to the customer. It was recommended to the customer that the gate be replaced, due to how gates are constructed you cannot just replace the one post. The lifetime warranty on PVC applies to manufacturer defects such as chalking, peeling, and excessive fading. The customer inquired about missing caps in which we offered them to her at no charge as well. The customer asked for an explanation of the repair which was emailed, she also asked for a receipt and we explained it was no charge therefore there was no receipt, and in the next email she insisted that she did not ask for a receipt. We have apologized several times that you feel you are not getting the responses you asked for, however if you refer to the emails all of your concerns have been addressed. 

  Customer Answer

  Date: 06/27/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  [Your Answer Here]

   All Island stated that my gate was damaged due to my negligence in leaving the gate open, and the wind blowing the gate , hyperextending the gate, causing it to crack in 3 places, and voiding tge warranty.  That is an outright lie, and I stated at the time, and in this complaint, that my gate is NEVER left open. The damage was not caused by my neglect. Ithe gate was sagging and unlevel, and they told me it was caused by my negligence, and not because it was requiring any adjustments. I was never told that gatee could become unlevel by wind. I was told that hinges were secure. 

   

  I asked for a receipt with the details of the work for the repair they did documented. Instead, they sent me a receipt for the job to replace the gate. I didn't ask for that. I should not have to pay for defective parts or installation. Do not accuse me of refusing a receipt. You sent me a receipt that I didn't ask for. Do not accuse me of negligence, and in a very demeaning manner, lie to my face to try to intimidate me. 

  The offer to replace the post caps was not offered as a courtesy. The caps were offered as a courtesy. Not the installation of them. I was told in writing, there would be an installation fee. I asked for the cap spec details so I could research the cost myself. I was ignored. 

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

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

• Initial Complaint

  Date:04/01/2024

  Type:Order 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.

  10/12/23: Day before a fence contract with full payment upfront, a site supervisor notifies the sales rep the price will increase 30%. I Put the job on Stop Work before any start-up. I cancelled (email), due a last minute (night before) change in pricing. Had another local contractor complete in one day to the original specs. Approved by ******************* Inspector. My neighbor recvd a check made to: JG with over $225 less. NON CASHABLE. My business neighbor recvd the same amount to my name 3/2/24 5 MONTHS from the inception. No reason to keep my funds they extracted. No work, no materials, no common sense. 5 months waiting to recv a proper check addressed to the correct person, never the correct address. (Supplied on our original check).Need some satisfaction for this Fiasco, breaking the Contract.Beware of these people. If need be I can supply the multitude of ************** from those 5 months

  Business Response

  Date: 04/01/2024

  As a respected installation company, we dispatched a site supervisor to assess the condition prior to the installation. It was determined that the chain link mesh on the gates was unsuitable for weaving in the slats, necessitating replacement of the wire. This incurs a material cost. Regrettably, we are unable to compromise on the quality of our work, and you selected to not complete the job correctly. The contract specifies a 3-day cancellation period, and cancelling after this period results in forfeiture of the deposit. In a gesture of goodwill, we refunded the total amount paid, deducting 10% for the material already ordered for your project. 

  Customer Answer

  Date: 04/03/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  [Your Answer Here]

   I cancelled the job the SAME Day I received the price increase. See your sales woman emails.

  Job was completed to Spec & inspected by the Village Inspector. Your company kept $$$ for no good reason.  Just more nonsense added to the 5 months it took to receive a check. Looks at your saleswoman emails

  In order for the BBB to appropriately process your response, you MUST answer the question above.

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

  Business Response

  Date: 04/08/2024

  There is a 3 day cancellation period according to your contract that you signed any cancellation after the fact results in forfeiture of payment. As an act of good faith we refunded 90% of what your payment was. Unfortunately the time span was due to the fact that you put your job on hold and didn't contact the office back for quite sometime. No other refunds will be made. 

  Customer Answer

  Date: 05/09/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been nswer Here]

   

   They continue to ignore the fact that within HOURS I stopped them from proceeding on the 30% Suprise price increase, which was acknowledged by the Sales Rep. I've sent several emails depicting such. The Company should be ashamed and live up to their poor handling of this. Never mind the 5 months to receive the partial refund.  Should have been a simple Return of a Good Check. Not a non cashable check made out to **********

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

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

• Initial Complaint

  Date:10/04/2023

  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.

  All island fence installed a pvc railing on my front steps. The front steps are pavers and had an existing railing installed. The company came and removed the old railing and installed the new one. After a few months the bricks began to separate and come loose. The railing is no longer secure and is pulling away from the pavers. All island sent a supervisor out to review and agreed that the railing and the pavers need to be replaced. They advised us to get a quote and send to them to be reviewed. We had a few contractors come and give us prices. All recommended replacing all pavers bc finding an exact match would be impossible but we said we are willing to get something close. The recommendation is that they use one larger stone for the steps in order limit the mismatching. We sent the estimate to all island and after multiple calls they finally got back and offered to split the cost of **** with us. I denied this bc their instillation of the railing compromised the bricks and is causing us to have to have this fixed. Prior to them installing the pvc railing we had no issues with the pavers nor did the salesman or installer state that this could happen. All island has not returned my phone calls for over two weeks after multiple attempts. They keep saying the adjuster or supervisor isnt in or out to lunch and fail to even return my phone calls. I really would like them to pay for the repair of the steps that they caused by improperly installing a railing. We have been trying to resolve this issue for over 2 months. I am concerned that someone will hurt themselves on the lose railing.

  Business Response

  Date: 10/04/2023

  The railing was installed in March of 2022, *************** initially contacted the office on 8/31/2023 and stated that the railing post was loose, a supervisor went and inspected the railing. Anytime any type of cement or bricks are drilled into the stability of that is weakened, being that the railing was installed almost 2 years ago this is not a result of a faulty installation. The cracked brick has occurred from wear and tear over time and the pressure and stress that is put on a railing. As a courtesy we asked **************** to provide an estimate for the repair, which was provided to us on September 22, 2023. Review of that estimate showed that she would be upgrading from pavers to granite which is not a realistic resolution. We offered to split the cost, as well as remove and reinstall the railing at no cost which she has denied. A supervisor will reach out by the end of the week to discuss a fair resolution. 

• Initial Complaint

  Date:05/02/2023

  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 have been dealing with this unprofessional company since I made the mistake of having them install my fence. First they gave me the wrong quote even though we all signed they said it was actually more. Kept canceling the installation. Day of installation the wrong color was ordered they came here I took off work and they couldn't install it had to re order. When it went up I had to call them back over 5 panels had horrible scratches they had to change them out this process took months because no one calls back. Their office staff is useless and rude, you never get a call back, ever! After a year my tan fence faded to grey, took 6 months to get someone to come inspect it, he said oh yes there's a film over it we will send someone to sand it down. This was summer 2022. It's now May 1st 2023, I have called so many times I don't know what to do anymore. All last week I was told the service manager was in ******* with no phone service so he couldn't call me back. Today I called and this person tells me there is no service manager but there was someone in ******* and that the person that did my inspection last summer is no longer there so they have to come out again. Absolutely unacceptable! I don't understand how they are still in business. Meanwhile my fence is awful for over a year its all different colors around the property.

  Business Response

  Date: 05/05/2023

  This customers fence was installed 7/2/2020, when notified of the unfortunate scratches we went back on 7/18/2020 and replaced those pickets. Customer did not call back until 6/26/22 and she explained that some panels were fading which were replaced on 7/13/2022. All of the customers concerns were addressed and rectified very quickly. 4/24/2023 the customer called and stated she has been waiting a year for her issue to be addressed. There was some miscommunication as the office was unaware of any further concerns and there was no contact made to the office by the customer to inform ** of any outstanding concerns. At this time we have scheduled a site supervisor to go and inspect the customers fence so any issues can be addressed.

  Business Response

  Date: 05/05/2023

  This customers fence was installed 7/2/2020, when notified of the unfortunate scratches we went back on 7/18/2020 and replaced those pickets. Customer did not call back until 6/26/22 and she explained that some panels were fading which were replaced on 7/13/2022. All of the customers concerns were addressed and rectified very quickly. 4/24/2023 the customer called and stated she has been waiting a year for her issue to be addressed. There was some miscommunication as the office was unaware of any further concerns and there was no contact made to the office by the customer to inform ** of any outstanding concerns. At this time we have scheduled a site supervisor to go and inspect the customers fence so any issues can be addressed.

• Initial Complaint

  Date:10/31/2022

  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.

  On 8/9/22 All Island Fence and Rail installed a PVC fence on my property. It cost $5,800 for the installation and it was agreed that the top of the fence would be level. I articulated that it didn't matter if there were gaps between the panels at the bottom and the ground. It was agreed that this was going to happen in some areas and I was going to fill those voids with soil. There's a section of the fence, on the left side of the property, that's not level on the top. It is clearly an error from the installers. I called the company and expressed my concern, sent them an email too. On or about 9/15/22 they sent a supervisor who stated that he was only there to adjust the gate and didn't know anything about the fence. In addition he said it would be a modification that I'd have to pay for and not a warranty repair. All Island Fence warranties their labor for five years and part for a lifetime.I am looking for relief by them repairing the issue. The supervisor stated that it would take replacing two posts. I sent them a letter expressing my concerns in October of 2022 to no avail.Sincerely,*********************.

  Business Response

  Date: 11/01/2022

  This fence was installed correctly as per the customers contract on 8/9/2022. The contract states that the fence would be installed following the angle of the ground, on the day of installation the customer signed off that the contract is completed in full and to the customer's satisfaction. 3 weeks later the customer called and stated that " I realize now its not straight across the top" we explained and also sent a site supervisor to explain to the customer that the ********************** was installed following the angle of the ground, we would be more than happy to reinstall if he now wants it a different way however that will incur a cost as new material and labor is warranted to complete that modification. 

• Initial Complaint

  Date:09/20/2022

  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.

  This transaction occurred last week. We came to an agreement with the sales manager with a contract written up that fencing would be provided for my home with specific measurements. After the first day of installment I noticed that the measurements were different than the measurements written and agreed to in the contract. When I confronted the sales manager, he stated that they could fix the measurements but it would directly damage my newly paved driveway in which they would not fix. After back and forth i inquired about compensation for the error they made, which I was then told nothing could be done. I would either accept the incorrect measurements or allow them to correct their mistake but still have to deal with the damage they would cause to my driveway at my own expense. They installed the rest of the fencing and when I was unsatisfied because of the incorrect measurements they came on to my property without my permission and removed the fencing. This company is extremely unprofessional and hostile. They do not keep their word or honor their company beliefs. They should not hold a business license.

  Business Response

  Date: 09/22/2022

  Customer signed a contract on 9/1/22 to install fencing and 2 gates. On the day of installation 9/14/2022 the crew members installing showed the customer the space where the gate posts would fit due to their property line and the space between from the edge of their home. The customer agreed to the placement and the crew members installed the posts for the gate at that time the customer made a progress payment on the installation and we would return in 2-3 days to hang the gate leafs. The measurements on the contract include the spacing for the posts and hardware they do not indicate the opening measurements. Two days after the post installation the customer contacted their sales representative and stated that they want to move the poles to have the opening of the gate be 10' wide not including the width of the posts. The installation department contacted the customer and offered to move the posts and *************** the hole with cement and we would have to make a new set of gate leafs to accommodate that measurement which we offered in good faith to the customer and did not charge the customer for the additional labor and/ or material. Our field supervisor met with the customer on 9/19/22 and explained the 2 options to complete his installation. The customer agreed to moving the posts and filling the hole with cement and building new gates. Later that evening the customer called again and stated they didn't want that, leave the posts where they are installed and hang the gates, we had made the new gates already to complete the installation . We went the next day to hang the original gates the customer was extremely irrational with the crew and once the gates were hung the customer only offered to pay a portion of the balance due and said he was due compensation. The field supervisor went to speak with the customer and explained the contract needed to be paid in full as the contract was completed and installed as written. The customer refused and pushed the field supervisor. As written and signed off on the contract we have the right to be on a customers property until the contract is paid in full. Due to the customers failure to issue payment in full, and his irrational behavior and physically threatening manner the supervisor removed the gates, instructed the customer to come to the office to pay the remainder of the balance and we would go back and rehang the gates. The customers wife contacted the sales manager and stated she never should have left her husband in charge of this project and she wants compensation. We have made several attempts to complete this project as the customer wanted however his behavior and demeanor has escalated to a level where it is unsafe for our employees to be at his property. 

  Customer Answer

  Date: 09/22/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  [Your Answer Here]

    Unfortunately, this business continues to uphold their reputation for making fraudulent comments and operate in a conniving manner. The statement above regarding the measurements, was not what was agreed upon when the contract was made. Furthermore the crew had spoken to me the day of installation where I relaid the measurements I had requested yet again. At no point did anyone contact me to tell me those measurements would not be feasible. In fact when I had called and expressed my concern, the sales manager told me that it was essentially my fault and I act as the ******* during the job. The sales manager also stated that I allowed this mistake to happen, which would then mean he admits it was a mistake, and I should have verified before allowing the crew to continue their work. The options to rectify this matter were not satisfactory to me. They left me very few options to work with. It saddens me that this company feels the need to manipulate a situation and twist words. My wife never made the statements that are being presented. She simply called to try and resolve this issue since I was not being heard or understood by the sales manager or *******. Now to address the final day of installation. The ******* of the crew came to my home with an aggressive and forceful approach. He did not come to try and resolve anything, considering I had already spent a fair amount of money. He pushed past me to get on to my property to remove the fence. Fearful for my safety, I called the police whom did not arrive on time. The police arrived after the *********************** and his crew had left. The police have my information to show the validity of my claims. I would also like to make it very clear that my initial issue was directly with the ******* and the sales manager. The way both of these gentleman handled the situation was disgraceful. But after seeing how the company stands behind their behavior and takes no responsibility for their mistakes, I am disappointed with the company as a whole. Instead they place full blame on myself the customer and falsify information on events that management was not even present for. At this point I am not comfortable with The ******* on my property and fearful of retaliation. I have three small children to worry about and it saddens me that this company would allow such behavior. My only hope is that no one else is ever treated so poorly by this company and that they proceed with caution when considering using this company for their fencing and railing needs. This company only takes advantage of others and manipulates a situation to benefit only themselves.

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

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