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:11/28/2023

  Type:Product Issues
  Status:

  UnansweredMore 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.

  Gave Jim at Trust A Fence a $2800 deposit on October 5 to install a small 200 foot fence with a promise to begin work on October 26. He kept coming up with excuses and postponing each week complaining that his trucks were broken down (even sending me pictures and videos). He has since failed to return the deposit as promised and wanted to piece meal the deposit return instead of simply returning the full amount even after returning the material. Today he failed to meet a promised deadline to return the deposit yet again.

• Initial Complaint

  Date:11/20/2023

  Type:Billing Issues
  Status:

  UnansweredMore 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 James B*****, owner of Trust A Fence in Scotia NY in early June to have a fence installed at my address of ** ******** ****** ******** ***** **. I paid a deposit of 4404.53 with a commitment to have the fence installed in mid July. The remaining 2936.35 was to be paid on completion. The July date came and went, multiple texts and phone calls to the James on a date for installation with no action. On September 26th, I requested my deposit to be returned. Still after multiple promises that were broken, I have not received my deposit and I have no responses from him since November 6th.

• Initial Complaint

  Date:11/16/2023

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 first contacted Jim at trust a fence in July 2023 to install a small fence in my front yard. I later gave him a deposit and discussed his negative reviews with him directly and he assured me it was only because of Covid that his business got backed up and he would get the job done for me. It is now November and the job is still not complete. Jim has promised me multiple times a certain date the job would be complete only to not follow through. He promised me over and over via text message and phone calls that he would complete the project and has not. Currently all I have up are posts for the fence. I have a business where I board dogs in my home. Not having a fence has cost me a lot of money and time due to some customers who only want to board with individuals that have a fenced in yard. Also, taking each dog out on a leash separately to go to the bathroom is very time consuming. I have reviewed this with Jim multiple times and still the project is not complete. I am reaching out to the better business bureau to see if you can assist with getting this project complete and also recouping some of the money that I have lost due to the business I have lost and the time I have lost in the constant and frequent delays in this project. If I went with another company, I would’ve had a fence installed already. Jim also has called me while in the middle of several other jobs and I think he is taking bigger jobs for a bigger paycheck and not worried about my small job. However, I wish he would’ve been upfront and told me that from the beginning because I would’ve had a fence by now. I would like the job complete and would like to recoup some of the money that I spent for the deposit to make up for the lost business and time I have had to deal with while waiting on this project to be complete.

• Initial Complaint

  Date:11/14/2023

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 trust a fence fence company to install a fence on august 9th 2023 which was suppose to be installed sept. 9th 2023. We put down $3548.73 cash for down deposit for materials on august 9th, Jim B***** the owner was the one we gave the cash to, he said he was a month out and set a date for sept. 9th 2023. Sept. 9th came and went, we called Jim and was told he had guys out that were sick and would be there the following week on Sept. 16th. Sept. 16th came and went we again called Jim to see what the hold up was and were told he had some issues going on and would be there the following week which now is Sept. 23rd. Sept. 23rd came and went, now being completely frustrated we called Jim again and was told another excuse, this went on all thru October 2023. We are now into November 2023 and all we have is fence poles up ( which he was 6 poles short from completing that part of the job ) which was done November 3rd and nothing since. We have no choice but to take him to small claims court. So sad we have to deal with this.

• Initial Complaint

  Date:10/19/2023

  Type:Product Issues
  Status:

  UnansweredMore 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 Jim Butler of Trust-A-Fence to install vinyl fencing on my property at ** ****** ****, Clifton Park, NY on 6/22/2022 and paid a deposit of $10,638.89. The original estimated time of completion was August 2022. No work has been done after constant delays, and a new invoice guaranteeing the work to be done by 12/6/2022. The delays continued from there, with me requesting my deposit back multiple times. At the end of August 2023, Jim said he returned the materials and would be returning my deposit. He has not returned my deposit yet, and continues to delay returning the money with explanations that the bank was delayed in clearing the money, that he wasn't able to get to the bank in time, that he abruptly had to go out of town. I will be told he'll get me my money by 5:00pm on the following day, only for him to not show up with no communication. It has now been over a month and a half of this, after a year of not doing the work.

• Initial Complaint

  Date:10/03/2023

  Type:Product 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.

  Signed a contract with Trust a Fence on 5/26/23 and put a deposit down in the amount of $10,456.06. On 7/5/23 we were told the fence would start around 7/27/23. On 7/24/23 we were told they would begin on 8/4/23. My wife confirmed this with a completion projected end date of 8/8/23. On 8/3/23 we received a text once again from Jim B***** stating that they would begin on 8/9/23 and should not need any more time. On 8/8/23 we received another text stating they would have to begin on Friday 8/11/23. On Monday 8/13/23 no one showed up to begin the fence. When we questioned Jim about what happened he said they would have to start on 8/14/23 between 10:00am-12:00pm. Once again no one showed up. On 8/16/23 we asked once again when they would begin. Jim said they were working on another project. He said they would “shoot for Friday and worst-case Monday”. That would have been 8/18/23 and 8/21/23. No one showed up. We asked again if the project would start tomorrow 8/22/23. He stated he was “aiming for 1pm on August 22nd”. This process continued repeatedly until September 6th when Jim texted us that he would send over a new contract with a completion date on it. We asked for a refund on September 13th when no contract was sent. The contract was sent to us on September 14th and was signed by us on this date with a discount of the money owed at completion. This new contract specified completion no later than Friday 9/22/23. The fence was not started during this week. On 9/22/23 Jim texted us they would start digging on 9/25/23. At this time, we asked for our deposit back as we did not wish to continue the project with him as he did not fulfill his end of the contract. He agreed to give us a cashier’s check. We have texts all saved as well as the contract. We have not received our deposit back. It’s the same pattern of excuses and lies as to why he has not returned our deposit. It is now 10/3/23 and we have told him we are contacting BBB. We just want our money back asap.

  Business Response

  Date: 10/31/2023

  BBB spoke to the business and the following was relayed: Refunds for deposits have either been returned or are in the process of being returned. 

  Customer Answer

  Date: 10/31/2023

  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint. 
  BBB spoke to the customer and the following was relayed: The business said that he had sent the refund as a certified check on 10/13. We still have not received any refund. 
  Regards,
  
  Nicholas Rainville

  Customer Answer

  Date: 11/10/2023

  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  I have not received my deposit back. He is likely lying that he has sent my deposit. The attorney general of New York is now involved and has been in communication with Jim 2 days ago. Per the attorney general office he has until next Friday to return my deposit. 
  
  Regards, 
  
  ******** *********

• Initial Complaint

  Date:09/07/2023

  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.

  Trust A Fence provided an estimate and contract for work to be completed in April 2023. Trust A Fence and owner Jim B***** promised multiple times that the project would be completed. After over a dozen times of false promises as to when they would be working, I was forced to file a complaint. We are a nonprofit that provided a deposit for 2 fencing projects, neither of which are complete.

  Business Response

  Date: 10/17/2023

  I'm sorry it didn't work *******.  Your deposit is on the way.

• Initial Complaint

  Date:07/27/2023

  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.

  April 29, 2023 Trust a fence (James B***** )
  Was given a deposit of $6901.01 we myself and James had a written contract to install a fence at my property .I was told that day the project to start in June . I contacted James the second week in June, I was told the work would begin June 28th . I reiterated at that time the significance of the date we had agreed on , due to I was scheduled to move to the residence in July, with my dogs and could not do so without the fence completed. He assured me it would start no later than June 28. Since June 28th it has been one excuse after another as to why he can not start the work. July 12 Jim stated he would take $400. off. Once again just excuse after excuse .I finally asked him to bring the materials or refund my deposit. He had a couple workers come and install several wood panels (A small section considering it’s a pretty big job)they showed up at 11:45 AM and took off at 4 ,leaving in between for a break.Jim never once did any work , he told me several times he would be on site and working . About a week later 3 people came at 2:30 pm and put up a few more wood panels.
  I am pretty disgusted at this point it is now the end of July and still no fence . I have not been able to move yet . I was really looking forward to being in my new place this summer.
  Asked James B***** to refund the remainder of my deposit ($2419 ) that’s what he owes minus the install panels , He agreed to return that amount on July 26 ,but I have no received it as of today . I am completely stressed now I have to find someone else!!!
  I have documented every interaction .
  I don’t know how this person can stay in business, with so many of these complaints.
  I am not going to keep trying to contact him at this point I just can’t take anymore lies .
  I need the remaining deposit asap !

  Business Response

  Date: 08/22/2023

  BBB spoke to the business owner and the following was relayed: We returned this customer's deposit once we were made aware of the complaint.

• Initial Complaint

  Date:07/25/2023

  Type:Product 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.

  Paid deposit of $2,676. 19 in January 2023 to Jim B***** at Trust-A-fence, of Scotia , NY. Repeated attempts since late April of 2023 to have Trust-A-Fence, owned by Jim B*****, a fence contractor to complete agreed upon work at residence. The work was a 6ft high vinyl privacy fence on right side of the yard to match same fence, the contractor completed a few years ago on opposite side. See attached list of emails of my efforts and replies from Mr. B*****. Attempted to send a certified mail in May to Mr B***** that was never accepted. Also have numerous text messages of promises to arrive, then no work or timely communication about delays. Given last chance today July 25 to which he agreed, to arrive and do work. The delay has created problems with other work ( install shed) that is to be completed after fence is installed and efforts to contain one of our dogs. I have attached copies of emails since April. If no resolution will need to sue in small claims court.

  Business Response

  Date: 08/22/2023

  BBB spoke to the business owner and the following was relayed: We returned this customer's deposit once we were made aware of the complaint.

  Customer Answer

  Date: 08/22/2023

  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.  
  
  Regards, 
  
  ***** *********

• Initial Complaint

  Date:07/10/2023

  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.

  Final payment was made in the end of July of 2022 totaling $14,000.
  
  Fence began falling apart 12/3/2022.
  
  Again 2/3/2023, 2/17/23, 3/30/23 and a section of the fence began leaning in April 2023.
  
  Attached are some photos of the issues as well as SOME text conversations about how he was going to come repair the fence.

  Customer Answer

  Date: 08/07/2023

  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.  The consumer relayed to BBB that the business sent a crew out and everything is taken care of.  
  
  Regards, 
  
  ***** *******